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If you suspect any fraudulent activity related to Utmost International, please reach out to us directly. Your security is our priority.

Contact us

If you receive an email or text that appears to be from us but seems suspicious, please forward the message along with any attachments to [email protected]

Here are some steps you can take to safeguard your personal data:

• Protect Your Information: Avoid sending personal or confidential information via email, phone, or the internet unless you are certain the recipient and the process are secure through encryption.
• Emails: Delete any suspicious emails without opening them. Be especially cautious when opening email attachments.
• Contact and Verify: Confirm the company’s address and telephone number. Check the company’s website or verify through local regulatory authorities.
• Regulatory Registration: Contact the relevant local regulatory authority to confirm the company’s registration.
• Shred Documents: Shred old statements, receipts, letters, and similar documents containing personal information that are no longer needed.
• Secure Financial Documents: Keep financial documents and records locked in a safe place at home.

Please note that this list is not exhaustive. Investors should take all necessary precautions to avoid fraudulent activity, such as performing background checks on investment managers.

Your feedback is valuable to us

At Utmost International, we strive to maintain high standards of customer care. Unfortunately, there may be circumstances where you feel that we have not delivered to these high standards.

If you’re not satisfied:

Where you feel it necessary to make a complaint, we will aim to resolve your complaint as effectively and fairly as possible. Your business is important to us and we want you to be entirely satisfied with the service that you receive from us.

Our goal is to resolve all complaints quickly and efficiently. Every complaint is taken seriously and goes through the same process. We want to:

• Make it easy for you to tell us about your experience
• Carry out a thorough investigation
• Consider our decision carefully
• Explain our conclusions to you clearly
• Ensure you are treated fairly
• Learn from our mistakes

Our process

• We will acknowledge receipt of your complaint within five business days.
• Where possible, we will provide a full response to complaints within ten business days.
• If we are unable to give a full reply to your complaint within 20 business days of receiving it, we will write to you with details of the progress of our investigation. In this letter we will tell you when we expect to be in a position to fully respond and will give you details of our continuing investigation.
• In exceptional circumstances, where we are unable to complete an investigation after 40 business days, we will send you an explanation of why we are not able to send a final response letter and when we expect to be able to do so.

If you wish to make a formal complaint, please see the steps below.

You can submit your complaint to us in writing, by email or over the phone. Please note that emails are not secure as they can be intercepted, so think carefully before sharing personal or confidential information in this way. Telephone calls may be recorded.

If you write to us, please mark it clearly as a complaint and if possible, provide the following information:

• Specific facts, policy number(s) and relevant documentation
• Proof of losses sustained with calculations (if relevant)
• The solution you require to resolve your complaint

Please include as much detail as you can about what happened which will enable us to understand your complaint and investigate it thoroughly. If you are happy for us to contact you by telephone, please also provide a contact number.

Details of contact number, email and address for each of our product providers can be found below.

Please address your complaint for the attention of the Complaints Team.
E: [email protected]
T: +44 (0)1481 715800

Or write to us at:
Utmost Worldwide Limited
Utmost House
Le Truchot
St. Peter Port
Guernsey
GY1 1GR

Financial Ombudsman and similar services

In the event that you are not happy with the outcome of your complaint, it is possible to refer your complaint to the Channel Islands Financial Ombudsman (CIFO) within six years of the act or omission on our part that you wish to complain about. You may also be able to refer your complaint to the ombudsman applicable to your servicing branch (if any) or a relevant regulatory body, including the Guernsey Financial Services Commission. Further details are available from the Complaints Team.

You can contact the CIFO at:

Channel Islands Financial Ombudsman (CIFO)
PO Box 114
Jersey
Channel Islands
JE4 9QG

E: [email protected]
T: +44 (0) 1534 748610
W: www.ci-fo.org

Making a complaint will not affect your right to take legal proceedings during mediation. However, if you elect to have your case referred to the Financial Services Ombudsman Scheme then, other than on a point of law, their decision is binding on you and Utmost.

Please address your complaint for the attention of the Complaints Team.
E: [email protected]
T: + 44 (0) 1624 643345 (UK products)¹
+ 44 (0) 1624 655555 (Rest of World products)²

1 Current UK products include but are not limited to PWP UK, Selection, Delegation, Evolution, Generation Planning Bond and the Estate Planning Bond. Policyholders of any ex-AXA products should also use this number

2 Current Rest of the World products include but are not limited to Executive Investment Portfolio, Managed Capital Account, Life Insurance Portfolio, Life Insurance Portfolio Plus, Executive Bond (Life and Redemption), International Investment Bond – Redemption, Executive Investment Plan, Executive Investment Account, Silk Life Plan (Life Cover Only), Silk Life Plan (Life Cover Plus). Policyholders of any ex-Quilter products should also use this number

Or write to us at:
Utmost International Isle of Man Limited
King Edward Bay House
King Edward Road
Onchan
Isle of Man
IM99 1NU
British Isles

What if I’m not satisfied with the outcome?

We will do everything we can to resolve your complaint but if you are not satisfied with our response, you can refer the matter to the Isle of Man Financial Services Ombudsman Scheme (FSOS).

The FSOS is an independent body that will consider your complaint impartially to reach a conclusion. There is more information about this service on the FSOS website.

You can contact the IOM Ombudsman at:

The Financial Services Ombudsman Scheme for the Isle of Man
Thie Slieau Whallian
Foxdale Road
St John’s
Isle of Man
IM4 3AS

E: [email protected]
T: +44 1624 686500
W: Isle of Man Government – Financial Services Ombudsman Scheme

Making a complaint will not affect your right to take legal proceedings during mediation. However, if you elect to have your case referred to the Financial Services Ombudsman Scheme then, other than on a point of law, their decision is binding on you and Utmost.

Please address your complaint for the attention of the Complaints Team. 

E: [email protected]
T: +353 (0)46 909 9700

Or write to us at:
Utmost PanEurope dac
IDA Navan Business Park
Athlumney
Navan
Co. Meath
C15 CCW8
Ireland

What if I’m not satisfied with the outcome?

If you are not happy with our response to your complaint, you have the right to refer your complaint to The Financial Services and Pensions Ombudsman in Ireland (address below) or to your local Ombudsman.

The Financial Services and Pensions Ombudsman
3rd Floor, Lincoln House
Lincoln Place, Dublin 2
D02 VH29
Ireland

E: [email protected]
T: +353 (0) 1 567 7000
W: www.fspo.ie

Making a complaint will not affect your right to take legal proceedings during mediation. However, if you elect to have your case referred to the Financial Services Ombudsman Scheme then, other than on a point of law, their decision is binding on you and Utmost.

Italy – IVASS
https://www.ivass.it/consumatori/reclami

Spain – Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones (DGSFP)
http://www.dgsfp.mineco.es/es/Consumidor/Reclamaciones/Paginas/InformacionProcedimiento.aspx

Portugal – Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF)
https://www.asf.com.pt

Finland – Financial Ombudsman Bureau (FINE)
https://www.fine.fi

Sweden – Konsumentverket
https://www.konsumentverket.se/languages/english-engelska/

Norway – Norwegian Financial Services Complaints Board (Finansklagenemnda/FinKN)
https://www.finkn.no

Belgium – Ombudsman des Assurances
https://www.ombudsman.as/fr/complaint/formulaire-de-plainte

Czech Republic – Finanční arbitr České Republiky
https://www.finarbitr.cz

Germany – Versicherungsombudsmann
https://www.versicherungsombudsmann.de/

France – Médiateur de l’Assurance
http://www.mediation-assurance.org/

UK – Financial Ombudsman
https://www.financial-ombudsman.org.uk/

Jersey – Channel Islands Financial Ombudsman
https://www.ci-fo.org/

Gibraltar – Gibraltar Financial Services Commission
https://www.fsc.gi/consumer/aboutfirm

Cyprus – Ενιαίος Φορέας Εξώδικης Επίλυσης Διαφορών Χρηματοικονομικής Φύσης
https://www.financialombudsman.gov.cy/forc/forc.nsf/index_en/index_en?OpenDocument

Luxembourg – Ombudsman Grand-Duché de Luxembourg
https://www.ombudsman.lu/ 

Malta – Arbitru gmas Servizzi Finanzjarji
https://www.financialarbiter.org.mt/mt/node

Hong Kong – 香港申诉专员公署
https://www.ombudsman.hk/?lang=zh-hans 

Singapore – FIDReC
https://www.fidrec.com.sg/ 

Middle East  – Sanadak /  سندك
https://www.sanadak.gov.ae/en/