It is our intention to always provide an exceptional level of service. However, should you have a cause to complain, you can contact our complaints team directly using the details as noted below:
Address:
3rd Floor, One Cornet Street
St. Peter Port
Guernsey
GY1 1BZ
Tel: +44 (0)1481 816450
Email: clientservice@alphaintlife.com
We have internal procedures for handling complaints fairly and promptly.
Your complaint will be acknowledged within 5 working days.
Please include as much detail as possible about your concern or dispute, including how you wish to be contacted and what you would like us to do in order to resolve your complaint.
Wherever possible your complaint will be dealt with within 20 working days and if compensation or redress is felt appropriate details of this will be provided. If it is felt that your complaint is not justified you will be provided with full reasons for this decision.
If it is not possible to respond to your complaint within 20 working days, you will be advised of the reasons in writing and advised of when you may expect a final response.
If your complaint is not resolved to your satisfaction you may be able to refer the matter to the Channel Islands Financial Ombudsman at:
PO Box 114
Jersey
JE4 9QG
Tel (international): +44 1534 748 610
Email: enquiries@ci-fo.org
Website: www.ci-fo.org
As the supervisor of financial services in defined areas, the Guernsey Financial Services Commission (the "Commission") is able to investigate complaints, but only in the context of whether they reveal matters of concern to the Commission as an authorising and supervisory body. Further information is available at: How to Make a Complaint — GFSC