Quality of service is a top priority for us as regulated Service Providers. However, in circumstances where you are not satisfied with our services or dealings, you are invited to raise your concerns with a Director or a senior member of staff who is known to you. If you are not able to reach a satisfactory resolution in this way, you can file your complaint in writing to Compliance@mjm.bm.
A complaint must contain at least:
Please note that any complaints made other than in writing and in accordance with the above may not be dealt with.
Acknowledgement of receipt of written complaint
We will ensure that anyone submitting a written complaint will be sent an acknowledgement in writing of receipt and information on the complaints procedure within three (3) working days of receipt.
Investigation of complaints
Where a complaint is received, we will gather and investigate all relevant evidence and information regarding the complaint. We aim to deal with complaints promptly, openly and effectively to determine whether it should be upheld and, if so, what remedial action or redress may be appropriate. We shall seek to resolve complaints at the earliest opportunity with the aim of doing so within fifteen (15) days of receipt. Where we are unable to provide a response within fifteen (15) days you will be informed of the causes of the delay and the progress of the investigation and when it is likely to be completed.
If you are not fully satisfied with our response, we will investigate it further and provide a thorough explanation on the company’s position in relation to your complaint by way of a Final Decision.
Final Decision within two (2) months
If we have not resolved your complaint to your satisfaction and you are dissatisfied with our final decision provided within two (2) months from our initial response, you may wish to refer the matter to: