Contact us

Complaints

If you have a complaint, please contact us with the details. You can contact us by telephone, email or post.

 

Contact number: 01481 747651

Email: Contact@Tenn.Capital

Mailing address:

Tenn Capital Limited

Morningside House,

2 Le Marchant Street,

St Peter Port,

Guernsey, GY1 2JJ

 

WHAT WILL HAPPEN NEXT?

We aim to resolve all complaints as quickly as possible. However, if we need to carry out internal investigations it may take us a little longer to respond to you. If we have not resolved your complaint within three working days, then we will:

Send you an email or letter acknowledging receipt of your complaint within 72 hours (three business days)

of receiving it, enclosing a copy of this procedure.

Investigate your complaint. Depending on the nature of the complaint, this may involve listening to call recordings, reviewing credit reports or speaking to other departments within the business.

In the event we have not responded to you further within four weeks, we will write to inform you that our investigations are still ongoing.

  • You can expect a written Final Response within three months of us receiving your complaint. A Final Response is where we:
  • Believe that we have fully addressed your complaint.
  • Have notified you that you must refer the complaint to CIFO within six (6) months of the date of our final response (or CIFO may decline to consider your complaint).
  • If you remain dissatisfied with our final response and that you must do so within six months from that date.
  • Have enclosed the CIFO explanatory leaflet or provided you with a link where you can find this information on the CIFO website.

If after three months we are still not in a position to provide our Final Response, we will write to you and give you reasons for the delay and an indication of when we can provide our Final Response. At this time we will also provide details of CIFO should you wish to contact them regarding your complaint.

If you are still not satisfied once you have received your Final Response, you can then contact CIFO, about your complaint. Normally, you will need to bring a complaint to CIFO within six months of receiving a final written response from us about your complaint or within six years of the event about which you are complaining occurring (or two years after you became aware of it). For further information, you should contact the CIFO on 01481 722218 or at https://www.ci-fo.org/ or you can write to them at:

 

Channel Islands Financial Ombudsman (CIFO), P O Box 114, Jersey, Channel Islands, JE4 9QG

CIFO accepts complaints from individual consumers and small businesses (fewer than 10 employees and turnover under €2 million)