Complaints Procedure

The IOMA Group is committed to each of our customers and believes that they have the right to a fair, swift and courteous service at all times.

Complaints will be dealt with promptly, effectively and in a positive manner

Isle of Man Assurance Ltd: Complaints Procedure

1. We will acknowledge complaints promptly.
2. We will investigate all complaints and endeavour to send a final response within 4 weeks of receipt of a complaint. If we are unable to send a final response within this time we will send an update.
3. If an update has been issued, we will then ensure that a final response is sent within 8 weeks of receipt of a complaint. The response will include the results of our investigation, a proposed resolution of the problem and any settlement.
4. If more than 8 weeks from the date of a complaint has passed and a final response has not been received, or if a final response received is deemed to be unsatisfactory (at any stage of the process) complaints can be submitted in writing to:

The Financial Services Ombudsman
Isle of Man Office of Fair Trading,
Thie Slieau Whallian,
Foxdale Road,
St John’s,
Isle of Man
IM4 3AS.

Complaints must be referred within 6 months of the date on the final response.

IOMA Horizons Ltd: Complaints Procedure

1. We will acknowledge complaints promptly.
2. We will investigate all complaints and endeavour to send a final response within 4 weeks of receipt of a complaint. If we are unable to send a final response within this time we will send an update.
3. If an update has been issued, we will then ensure that a final response is sent within 8 weeks of receipt of a complaint. The response will include the results of our investigation, a proposed resolution of the problem and any settlement.
4. If more than 8 weeks from the date of a complaint has passed and a final response has not been received, or if a final response received is deemed to be unsatisfactory (at any stage of the process) complaints can be submitted emailed to: ombudsman@pensionsombudsman.im or in writing to:

The Isle of Man Pensions Ombudsman,
Post Office Box 65023,
London
N5 9BN

5. The Pensions Ombudsman cannot investigate complaints about sales of pension schemes from or on the Isle of Man. If you have such a complaint you should write to:

The Financial Services Ombudsman
Isle of Man Office of Fair Trading,
Thie Slieau Whallian,
Foxdale Road,
St John’s,
Isle of Man
IM4 3AS.

Complaints must be referred within 6 months of the date on the final response.