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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 Jersey, Guernsey, Alderney and Sark. Some complaints can be resolved by CIFO case handlers helping the complainant and the financial services provider agree a fair outcome: these are classed as mediated complaints. Others, particularly where the parties cannot agree, will require the 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 financial services provider 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 financial services provider, 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: