Complaints Procedure
Our commitment
Generational aims to provide a clear, responsible and professional service.
Where something has gone wrong or you are dissatisfied, we want to understand the issue and respond fairly.
How to complain
You can make a complaint by speaking to any member of the Generational team or by contacting us using the details below.
Email: contact@generational.je
Post: Generational Limited
3 St. Andrews Place
St Helier
Jersey
JE2 3NP
You do not need to use a particular form or describe your concern as a formal complaint.
It is helpful to provide:
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Your name and contact details.
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A description of the concern.
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Relevant dates or documents.
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The outcome you would like us to consider.
Do not send sensitive documents through an insecure channel. We can provide an approved secure method where needed.
Support and representatives
You may ask a parent, guardian, authorised representative, adviser or another appropriate person to help you make a complaint.
We may need evidence that the person is authorised to act for you before sharing confidential information.
We can also discuss reasonable communication support or alternative formats.
What happens next?
We will:
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Record and assess the complaint.
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Acknowledge it in writing within five business days, unless you expressly agree otherwise.
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Confirm that the complaint is being considered.
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Identify the person responsible for investigating it.
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Consider the relevant information transparently, diligently and impartially.
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Keep you informed about progress and the steps being taken.
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Provide a written final response explaining our conclusions and any action we propose.
We aim to provide the final response promptly, usually within eight weeks and in any event within three months of receiving the complaint.
Where we do not uphold a complaint, we will explain the reasons clearly.
Making a complaint will not affect your right to receive a fair service.
Channel Islands Financial Ombudsman
Where you are eligible and remain dissatisfied with our final response, you may refer your complaint to the Channel Islands Financial Ombudsman, known as CIFO.
CIFO is a free and independent service for eligible complaints about financial services provided in or from the Channel Islands. CIFO determines whether a complaint falls within its remit.
You will normally need to refer the complaint to CIFO:
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Within six months of the date of our final response.
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Within six years of the event complained about or, if later, within two years of when you could reasonably have become aware that you had reason to complain.
Our final response will state the specific referral deadline that applies.
Email: enquiries@ci-fo.org
Telephone: +44 1534 748610
Post: Channel Islands Financial Ombudsman, PO Box 114, Jersey, JE4 9QG
Website: Channel Islands Financial Ombudsman