Understand how complaints are managed at Flagstone International


At Flagstone International our clients are at the heart of everything we do. We aim to provide a high standard of service to all our clients on every occasion. We do recognise however, that we may not always be able to live up to your expectations.

If you wish to raise a complaint about any aspect of our service, you can  email us at or send a copy of your complaint to:

Client Services Team

Flagstone Group Limited

44 Esplanade,

St. Helier,



We have established an internal complaints procedure to ensure that your complaint is dealt with efficiently and by the correct person. We usually aim to resolve issues by the 15th business day following receipt of the complaint, but in the exceptional event that it is taking longer to resolve a complaint we will notify you of the anticipated timeframe by the 15th day. To help us investigate and resolve your complaint as quickly as possible and with minimum inconvenience to you, please make sure you give us as much information as possible, including;


If you are not happy with the way that we deal with your complaint, then your complaint could be eligible for referral to the Channel Islands Financial Ombudsman (CIFO). You can contact the CIFO by telephone on: +44 (0) 1534 748 610 (Jersey and international calls) or +44 (0) 1481 722 218 (Guernsey, Alderney, Sark); by post at:

Channel Islands Financial Ombudsman,

PO Box 114,


JE4 9QG;

Or by email: The CIFO is also available in a number of different languages and if you need it you will be put in touch with a translator when you contact the CIFO.