Complaints

How do I complain?

Despite our best efforts we realise that things will go wrong from time to time. If you are unhappy with any of our products or services then please let us know and give us the opportunity to put things right for you.

If you would like to make a complaint, please email us at complaints@sure.com including as much detail as possible and letting us know how you would like us to contact you. Alternatively, you can call us during working hours on (01481) 700700. We always aim to resolve your complaint as quickly as possible.

You can also write to us: Complaints Manager, Sure (Jersey) Limited, P.O. Box 3, St. Peter Port, Guernsey, GY1 3AB.

What if I want to speak to someone in person?

We can arrange a private meeting for you and a Sure representative (usually our Complaints Manager) at our offices, if you wish. We cannot promise that we will be able to resolve your issue for you while you are with us as we may need to further investigate the matter.

What if I am disabled or have sight or hearing difficulties?

Please contact us using the method of your choice to inform us that you would like additional assistance as we aim to help wherever we can.

What if English is not my first language?

Please ask us whether we have a representative available who speaks your native language. Alternatively, you are welcome to have someone assist you, who can translate and help you to get your concerns across to us, or with permission from you, act on your behalf.

Investigation

As soon as we have heard from you, we will issue you with a reference number (which we refer to as a ‘ticket’). We will send this via whichever communication method you chose when you logged your complaint.

We will start an investigation into your issue and update you along the way. We aim to contact you personally within two working days of receiving your complaint.

At that stage we may need to ask a few more questions to better help resolve your complaint.

We will make every effort to resolve your complaint within seven working days, however, depending on the complexity of the issue, it may take longer to fully investigate a complaint.
We will keep you regularly updated along the way so that you can be assured that we are dealing with your issue.

Resolution

As soon as our review is complete, we will contact you and set out our position. We will offer you a proposed resolution and give you time to consider it. If you are due a refund, a credit or compensation this will all form part of the proposed resolution offer.

What if I don't accept your offer?

We may ask you why you feel that the offer is not what you were expecting and see if we can do anything else to address this. Our aim is to make every effort to put things right. If necessary, we will escalate your concern and reconsider the matter. You will then be contacted again to either confirm the original offer or to discuss any revised proposals.

What if I still don't accept it? Where else can I go?

If, despite our best efforts, you are still not satisfied with the resolution that we have offered, then you can take your complaint to a regulatory body. If you choose to do so, please ensure that you provide them with your Sure ‘ticket’ number.

This could be the Jersey Competition & Regulatory Authority (JCRA), which regulates us. They will liaise with us and then get back to you.

Please be aware that the JCRA will expect you to have tried to resolve your complaint with Sure before approaching them for resolution. A decision will be reached between us and the regulatory body and you will be informed of this.

You can contact them by:

Post: Chief Executive, JCRA, 2nd Floor Salisbury House, 1 - 9 Union Street, St. Helier, Jersey, JE2 3RF

Phone: (01534) 514990

Email: info@jcra.je

Website: www.jcra.je

Nothing within this process is intended to prevent you from seeking resolution through the courts, in the unlikely event that you feel the need to do so.
We will normally keep records for a period of six years following a customer disagreement or complaint.

Compensation

In certain circumstances, you may be entitled to compensation. Unless we have discussed this with you already, please contact us within one month of the issues that caused the impact to your service. We will progress all claims for compensation if we fall outside of any of our Service Level Agreements, unless this is as a result of instructions made or circumstances created by you.
Any compensation request or offer will be discussed in the course of your complaint or query with us.