How do I make a complaint

We are sorry if you did not receive the service you would expect from EWG. We are committed to providing a high-quality, professional service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and client service.

If you have a complaint, the quickest way to let us know, is to phone Customer Support on
+44 1534 608022 (normal times of business apply) or by email – they will do their utmost to quickly resolve your complaint for you. Our staff are trained to handle complaints, so please reach out to whomever you are most comfortable with to discuss your complaint.

If you are still dissatisfied, let us know by writing to us at; and

  • clearly identify your correspondence as a complaint by entering “Complaint” in the subject of your email; and
  • provide us with the reasons or an explanation for your complaint, clearly set out the facts and/or timeline of the issues, so that we can understand the reasons for your complaint. It would help us if you let us know what outcome you are seeking to achieve.

We will:

  • Acknowledge receipt of your complaint within 3 business days of receiving it, and provide you with this procedure.
  • Investigate your complaint.
  • Within 14 business days of the date of the letter of acknowledgement, we aim to confirm our final position on your complaint and will explain our findings and reasons. In line with the Channel Islands Financial Ombudsman recommendations, this will include:
  • a summary of the complaint;
  • an acknowledgement of any errors that may have been made;
  • an explanation on whether we accept/uphold the complaint, with details regarding any proposed compensation or action to resolve the complaint, and an explanation of why and how we came to that decision; or
  • a confirmation that we do not accept/uphold the complaint, with details explaining our reasons.
  • If within 3 months we have not provided you with a final response, or you are dissatisfied with the outcome, or the way we handled your complaint you have the right to refer your complaint to the Channel Islands Financial Ombudsman.
  • You have a time limit of 6 months within which to refer your complaint to the Channel Islands Financial Ombudsman, from the date of our final response.

What can I do if I am not satisfied with the outcome?

If you are not satisfied with the outcome, you can contact the Channel Islands Financial Ombudsman:

You can find further information about making a complaint on the Jersey Financial Services Commission website.

Please note that this Complaint Process applies only to genuine complaints, relating to matters such as our service, members of staff, unethical behaviour etc, it does not apply to complaints that are vexatious or frivolous. EWG reserves the right to decide whether a complaint is genuine.