Complaints

In the first instance for all complaints concerning, suitability of investment selection, valuation of your portfolio account or fees deducted you must contact your Adviser.

Ardan will always go that extra mile to ensure you’re as happy as possible with our service. Unfortunately, as with any business, we may not get it right every time.

We value your feedback and realise it is how we deal with your complaints that makes all the difference to you. So, tell us what you think. It’s only when you share your experience of our service with us that we can review our processes and make any changes required to improve your customer experience.

If your complaint is specific to the service offered by Ardan then please write to us at the address below:

Operations Manager
Ardan International Limited
Royal Court
Castletown
Isle of Man
IM9 1RA
British Isles

You can also send your complaint via email at: customer.relations@ardan-international.com. If you’d prefer to speak to a customer service representative, you can call us on +44 (0) 1624 638 800.

Please note that if your complaint is about advice you have been given, or the way in which a product was sold to you, you should direct it to your Adviser.

What you can expect from us

• We will acknowledge your complaint in writing within seven days of the day we receive it.
• We will carry out a full and impartial investigation of your complaint and take account of all available information. We will write to you with details of the outcome and our decision.
• If we have not been able to complete the investigation within four weeks, we will write and let you know when we hope to be able to give our response.
• If the investigation is still not complete after eight weeks and we are not awaiting any information from you, we will write and explain why. We will also notify our Regulator (the Isle of Man Financial Services Authority) of the fact we have been unable to complete a full investigation and the reasons why, along with the actions we are proposing to take to resolve the complaint.

Still not satisfied?

If you are not satisfied with the way your complaint has been handled or are not happy with the decision, you have the option to escalate your complaint to:

Chief Executive Officer
Ardan International Limited
Royal Court
Castletown
Isle of Man
IM9 1RA
British Isles

You may also have the option to refer your complaint to the Isle of Man Financial Services Ombudsman Scheme. We will provide you with details of the Scheme and how to contact them as part of our complaint handling procedure.