Filing a Complaint

If you wish to complain about any aspect of this publication scheme, please contact Information Manager, the Ministry of Financial Services and Home Affairs, Government Administration Bldg., Box 123, 133 Elgin Avenue, Grand Cayman KY1-9000, CAYMAN ISLANDS or by email to our Information Manager and we will try to resolve your complaint as quickly as possible.

What do we mean by a complaint?

We define a complaint as “an expression of dissatisfaction made about the standard of service, actions or lack of action by the Ministry of Financial Services and Home Affairs or its staff affecting a member or members of the public”.

How we handle complaints

In the first instance, your complaint will be handled by the Ministry of Financial Services and Home Affairs’ Information Manager. We will try to resolve your complaint as soon as we receive it. If the matter cannot be resolved immediately, we will write to acknowledge receipt of your complaint within five working days of it being lodged.

We will send a full written response to your complaint within 25 working days of it being lodged. This could be our final response to your complaint or a progress report of how we are investigating your concerns.

Where we have provided you with a progress report, we will continue to provide you with further reports, until your complaint has been dealt with. If we have not acknowledged your complaint within five days of receiving it or have not provided you with a full written response within 25 days, then we will write to explain the reasons why and to give you a date by which we expect to be able to give you a full or final response.

Putting Things Right

If your complaint is found to be justified, we will write to apologise to the people concerned and, if necessary, the matter will be reported to the Chief Officer of the Ministry of Financial Services and Home Affairs to consider remedial action.