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Complaints Procedures

At Harbour Group of Companies, we are committed to providing a high quality service to our clients. However, we recognise that there may be times when you have cause to complain. Occasionally things may go wrong and we will do our utmost to resolve your issue fairly and to your satisfaction at the earliest possible opportunity.

Below we have provided details of what you can do in the event that you have cause to complain about our services and who to contact if you are not satisfied with our response.


How to Complain

If you are not satisfied with any aspect of our service, please contact us in any of the following ways to ensure we can investigate the matter promptly and fairly:

Telephone your Relationship Manager on +1 (441) 292-8041


E-mail your Relationship Manager


Write to the Compliance Officer

Harbour Group of Companies,

Thistle House

4 Burnaby Street

Hamilton, HM11, Bermuda



Next Steps

Once we have received your complaint, we will promptly (no longer than five business days) acknowledge its receipt and confirm when you can expect to hear from us. We will aim to resolve your complaint as quickly as possible (usually within eight weeks, and in any event, no longer than three months, at which stage you have the right to inform the Regulator (The Bermuda Monetary Authority) directly of your complaint should you wish to do so). We will keep you regularly informed of the progress we are making in trying to resolve the issue. Once we consider your complaint resolved we will send you a final response.

What do I do if I remain dissatisfied?

Included in our response will be details of the action you can take if you remain dissatisfied with the resolution of your complaint.

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