MAKE A COMPLAINT
Raising a concern.
Should our service ever fall short of what you expect, we want to know. Here is exactly how to raise a concern with us, and the path it will follow until you have a resolution.
Our Commitment
Promptly. Fairly. Thoroughly.
We aim to go above and beyond as part of our day-to-day effort to deliver exceptional service to you. We acknowledge however that occasionally even our best efforts may fall short of what you expect. Should you wish to raise a concern we assure you that we will manage any complaints we receive promptly, fairly and thoroughly.
Our staff are empowered to find solutions, however, if they cannot achieve a resolution, they will escalate your complaint to someone who can. We will thoroughly investigate your complaint objectively and impartially by considering all the relevant information. Our focus is always on providing excellent customer service and finding solutions.
The Process
Four steps to a resolution.
Speak to us directly
Come in and see us or call any of our staff:
Barbados Branch: (246) 622-1742
Antigua Branch: (268) 562-9260
Contact your Account Executive in writing
Contact your Account Executive in writing, you can do this in a letter or email – we will respond as soon as possible, but always within 5 working days of receipt.
Escalate to leadership
If your concern has not been resolved to your satisfaction please contact in writing our Management team or calling (246) 622-1742
Independent review
We want to find a solution or the appropriate redress, in the event that our final report/conclusion still does not resolve your concern you can contact the regulator in the relevant territory for an independent review.
Contact Us
Let's discuss your concerns
Reach out via any channel above, or use the contact form for a written record. Either way, we'll respond within five working days.
CONTACT US