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If you have a complaint

At Permanent Bank International Ltd we endeavour, at all times, to provide you with exemplary service but we’re not infallible and, very occasionally, we may fail to meet our commitment to you.

When we do we always try to correct things straight away. To help us to meet our commitment to you we have developed a complaints procedure which sets out a clear path, for you and us, to resolve any issues. This comprises a 3 stage process as follows:

Stage 1

Whether your complaint is raised in person, in writing, by phone, or by email we will acknowledge your complaint within 48 hours of receipt.

If the nature of your complaint requires us to carry out investigations to enable us to provide you with a fuller response then this will be issued within 14 days of our acknowledgement. If this is not possible for any reason then we will keep you informed.

Stage 2

If after receiving our response you feel that your complaint has not been resolved to your satisfaction then you should address your concerns, in writing, to: Compliance Manager, Permanent Bank International Ltd, Hillary House, Prospect Hill, Douglas, Isle of Man, IM1 1EQ, British Isles.

Your complaint will be fully reviewed by a Director and our response advised to you, this will be the final stage of our internal complaints process.

Stage 3

Should your complaint remain unresolved at Stage 2 you may then refer it to the Isle of Man’s Financial Services Ombudsman Scheme or the Manx courts of law.

Full details of how to refer your complaint to the Ombudsman Scheme will be sent to you with our final letter of response. Decisions made by the Ombudsman will be binding on all parties (subject to the right of appeal to the Manx High Court on a point of law). The Ombudsman has the power to grant awards of up to £100,000 to complainants. The Ombudsman also has the power to instruct us to take appropriate steps to remedy the act or omission.

Isle of Man Financial Services Ombudsman Scheme

You can view details of the Ombudsman Scheme and download information by visiting www.gov.im/oft/ombudsman.

Contact details are: The Financial Services Ombudsman Scheme for the Isle of Man, Government Buildings, Lord Street, Douglas, Isle of Man, IM1 1LE, British Isles. Tel: +44 (0)1624 686500.

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