How to complain

At Guernsey Home Loans we’re committed to giving you the best service at all times. However, if we don’t deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right. If you’re unhappy with any aspect of our service, please tell us. We’ll investigate the situation and set about improving things as quickly as we can.

To make it as easy as possible for you, you can find all the information on this page on a PDF called How we'll put things right.

How to make a complaint

You can telephone, write or send an email (please include your account number and a daytime contact number) detailing your complaint to our head office at:

OneSavings Bank
SR43 4AB
T: 01481 740405*

What happens next?

We aim to resolve all complaints by the close of three business days after the date the complaint is received. If this is not possible, we will let you know that we have received your complaint and are investigating it.

Within four weeks of receiving your complaint we will explain what caused the problem and what steps we have taken to put it right. If we have been unable to settle the complaint by this time then we will tell you why and what we are doing to resolve the issue. We will also tell you when we will be in touch again.

We will send you a final response within eight weeks explaining the outcome of your complaint.

If you are still not satisfied or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the Channel Islands Financial Ombudsman (CIFO). We will send you instructions of how to do so in our final response letter.

We subscribe to the Channel Islands Financial Ombudsman

The Channel Islands Financial Ombudsman (CIFO) provides consumers with a free independent service for resolving disputes with financial organisations.

CIFO will only investigate a case when the financial institution has had the opportunity to put things right. They allow Guernsey Home Loans up to eight weeks to deal with your complaint. If you are still not satisfied, you must take your complaint to CIFO no later than six months from the date of our final response letter.

Visit the CIFO website for more information about how to take a complaint to them. Their address is:

Channel Islands Financial Ombudsman (CIFO)
P O Box 114
Jersey, Channel Islands
T: 01481 722218