If something’s not right, we’re here to put it right.
Whilst we will make every effort to maintain the highest standards, we recognise that there may be occasions when we fail to satisfy the particular requirements of our customers.
We therefore have procedures in place to investigate and remedy any area of concern.
How to make a complaint
If you have a complaint about the services we provide, please contact the Managing Director in your region using the details below:
Jersey
R A Rossborough (Insurance Brokers) Limited
Ground Floor,
Liberation House
Castle Street,
St Helier,
Jersey JE2 3BT
Email: UK.Rossborough.Compliance@AJG.com
Guernsey
R A Rossborough (Guernsey) Limited
PO Box 127,
Rossborough House
Bulwer Avenue,
St Sampson,
Guernsey GY1 3HG
Email: UK.Rossborough.Compliance@AJG.com
Isle of Man
Rossborough Insurance (IOM) Limited
New Wing,
Victory House,
Prospect Hill,
Douglas,
Isle of Man IM1 1EQ
What happens next?
When you submit a complaint, we promise to:
Try to resolve the issue informally and confirm the outcome in writing
Ensure your complaint is reviewed fairly and independently by a senior team member
Acknowledge your complaint within five business days
Respond fully to your concern or complaint within 30 days or less.
If for any reason this is not possible, we will write to you to explain why we have been unable to conclude the matter quickly.
Where we have been unable to resolve your complaint, within 8 weeks if you’re in the Isle of Man, or 90 days if you’re in Jersey or Guernsey, we will write to you explaining the reason as to why this has not been possible.
Still not satisfied?
If you feel your complaint hasn’t been resolved after our internal process, you may be entitled to refer your complaint to the appropriate Ombudsman service.
Channel Islands
Channel Islands Financial Ombudsman (CIFO)
PO Box 114,
St Helier,
Jersey, JE4 9QG
Email: complaints@ci-fo.org
Website: www.ci-fo.org
Isle of Man
Financial Services Ombudsman Scheme
The Slieau Whallian,
Foxdale Road,
St John's,
Isle of Man, IM4 3AS
Email: ombudsman@iomoft.gov.im
Taking your complaint to an ombudsman does not affect your statutory right to take legal action.