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Ombudsman Decisions

Here you can find the formal Ombudsman decisions on complaints investigated by the Channel Islands Financial Ombudsman (CIFO).

CIFO’s role is to resolve complaints about financial services provided in or from within Jersey, Guernsey, Alderney and Sark. Some complaints can be resolved by CIFO adjudicator helping the complainant and the financial services provider (FSP) agree a fair outcome: these are classed as mediated complaints. Others, particularly where the parties cannot agree, will require an ombudsman to issue a formal decision on the complaint. Where an ombudsman has decided in favour of a complainant these are classed as “upheld”.

We will update this page with new decisions periodically to create a comprehensive and searchable record. In accordance with CIFO policy, complainants’ identity is kept confidential, so any items that might reveal this are removed from published decisions. Also, decisions relating to complaints received before 1 January 2018 will not name the relevant FSP or the island in which it is located. Complaints received on or after 1 January 2018 will not restrict this information.

You can refine your search as wanted by sector, product, issue, keyword, decision date or if the decision was upheld or not. For example, a complaint regarding the closure of a bank current account, would show the Sector to be marked as “Banking”, the Product as “current account” and the Issue as “closure of account”. To locate cases for a specific FSP, type the name of the entity in the “Keyword” search tab. Please browse the drop-down filters below. 

Reference: Decision Date: Sector: Product: Primary Issue: Upheld? Download:
20-000017 May 10, 2021 Banking Money Transfer Transaction Error Upheld Download
18-000424 October 12, 2020 Banking Savings Account Transaction Error Upheld Download
16-000373 July 8, 2019 Banking Current Account Poor administration or delay Not Upheld Download
17-000015 May 16, 2019 Banking Current Account Poor administration or delay Upheld Download
17-000417 January 16, 2019 Banking Mortgage Interest charged/paid Upheld Download
16-000314 November 8, 2018 Banking Current Account Closure of account Not Upheld Download
16-000387 October 8, 2018 Non-Bank Money Services / Credit Consumer Loan Poor administration or delay Not Upheld Download
16-001303 September 21, 2018 Insurance Home Emergency Insurance Non-payment of claim Not Upheld Download
17-000407 September 4, 2018 Banking Current Account Poor administration or delay Upheld Download
16-001300 August 21, 2018 Insurance Health Insurance Non-payment of claim Upheld Download
16-001312 August 21, 2018 Insurance Health Insurance Non-payment of claim Upheld Download
16-001254 July 20, 2018 Pension International QROPS Fees/Charges Not Upheld Download
16-000198 June 28, 2018 Non-Bank Money Services / Credit Mortgage Mis-selling/Unsuitable Advice Upheld Download
17-000492 June 13, 2018 Banking Current Account Poor administration or delay Upheld Download
17-000045 June 9, 2018 Insurance Health Insurance Non-payment of claim Not Upheld Download
16-001112 June 6, 2018 Banking Current Account Closure of account Upheld Download
16-000223 June 6, 2018 Pension International QROPS Disputed payment out Upheld Download
17-000367 May 21, 2018 Insurance Health Insurance Non-payment of claim Not Upheld Download
17-000391 May 21, 2018 Banking Current Account Poor administration or delay Not Upheld Download
16-001218 March 29, 2018 Pension International QROPS Disputed payment out Not Upheld Download
17-000307 March 27, 2018 Non-Bank Money Services / Credit Personal Loan Interest charged/paid Not Upheld Download
16-000376 March 26, 2018 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
17-000033 February 21, 2018 Insurance Health Insurance Refusal of service Not Upheld Download
16-001286 February 21, 2018 Investment / Funds Mutual funds, unit trusts, collective investment schemes Poor administration or delay Upheld Download
17-000044 February 12, 2018 Banking Current Account Poor administration or delay Not Upheld Download
16-000368 February 2, 2018 Non-Bank Money Services / Credit Mortgage Mis-selling/Unsuitable Advice Not Upheld Download
17-000413 January 30, 2018 Banking Current Account Closure of account Upheld Download
17-000060 December 18, 2017 Banking Current Account Poor administration or delay Not Upheld Download
16-001211 December 14, 2017 Insurance Health Insurance Non-payment of claim Not Upheld Download
17-000298 December 8, 2017 Banking Current Account Poor administration or delay Upheld Download
16-000400 November 2, 2017 Insurance Home Emergency Insurance Non-payment of claim Not Upheld Download
16-001118 October 26, 2017 Insurance Health Insurance Non-payment of claim Not Upheld Download
17-000303 October 18, 2017 Insurance Whole of life Insurance (Investment) Fees/Charges Upheld Download
16-001104 October 11, 2017 Insurance Whole of life Insurance (Investment) Poor administration or delay Upheld Download
17-000006 September 13, 2017 Banking Current Account Poor administration or delay Upheld Download
16-001311 September 1, 2017 Banking Savings/Deposit Account Poor administration or delay Not Upheld Download
16-001280 August 24, 2017 Banking Current Account Closure of account Upheld Download
16-000321 August 22, 2017 Banking Money Transfer Poor administration or delay Upheld Download
16-001166 August 8, 2017 Insurance Home Emergency Insurance Non-payment of claim Not Upheld Download
16-000328 July 17, 2017 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Not Upheld Download
16-001154 June 26, 2017 Non-Bank Money Services / Credit Mortgage Mis-selling/Unsuitable Advice Upheld Download
16-000449 June 15, 2017 Banking Current Account Closure of account Not Upheld Download
16-000258 June 7, 2017 Banking Money Transfer Poor administration or delay Upheld Download
16-001163 May 5, 2017 Banking Credit Card Account Disputed payment out Not Upheld Download
16-000164 April 21, 2017 Banking Current Account Poor administration or delay Upheld Download
16-000410 April 13, 2017 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
16-000178 March 30, 2017 Pension Private Pension Product Poor administration or delay Not Upheld Download
17-000011 March 30, 2017 Investment / Funds Mutual funds, unit trusts, collective investment schemes Refusal of service Not Upheld Download
16-000324 March 30, 2017 Investment / Funds Mutual funds, unit trusts, collective investment schemes Poor administration or delay Not Upheld Download
16-000322 March 10, 2017 Banking Money Transfer Disputed payment out Not Upheld Download
16-001171 March 9, 2017 Banking Current Account Poor administration or delay Not Upheld Download
16-000264 February 6, 2017 Banking Money Transfer Poor administration or delay Not Upheld Download
16-000340 January 12, 2017 Insurance Payment Protection Insurance Mis-selling/Unsuitable Advice Upheld Download
16-000307 September 12, 2016 Banking Overdraft facility on current account Fees/Charges Not Upheld Download
15-000018 September 2, 2016 Investment / Funds Financial Advice Mis-selling/Unsuitable Advice Upheld Download
15-000038 August 31, 2016 Pension Private Pension Product Poor administration or delay Not Upheld Download
15-000047 August 18, 2016 Banking Current Account Poor administration or delay Upheld Download
16-000133 August 11, 2016 Banking Current Account Poor administration or delay Not Upheld Download
16-000153 August 10, 2016 Insurance Whole of life Insurance (Investment) Poor administration or delay Not Upheld Download
16-000117 August 10, 2016 Banking Mortgage Fees/Charges Not Upheld Download
15-000083 August 10, 2016 Insurance Automobile/bicycle/vehicle Insurance Non-payment of claim Not Upheld Download
15-000022 August 9, 2016 Banking Mortgage Mis-selling/Unsuitable Advice Not Upheld Download
15-000016 August 9, 2016 Investment / Funds Other Investments Mis-selling/Unsuitable Advice Upheld Download
16-000141 August 9, 2016 Investment / Funds Other Investments Non-payment of claim Not Upheld Download
16-000115 August 5, 2016 Investment / Funds Other Investments Poor administration or delay Upheld Download
16-000127 August 5, 2016 Banking Money Transfer Poor administration or delay Upheld Download
15-000058 May 2, 2016 Banking Current Account Closure of account Not Upheld Download
15-000008 April 19, 2016 Banking Current Account Poor administration or delay Upheld Download
15-000010 April 10, 2016 Non-Bank Money Services / Credit Consumer Loan Mis-selling/Unsuitable Advice Not Upheld Download
15-000034 April 10, 2016 Insurance Health Insurance Non-payment of claim Not Upheld Download
15-000044 April 10, 2016 Banking Mortgage Mis-selling/Unsuitable Advice Not Upheld Download