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Complaints Policy

Making a complaint

If you would like to make a complaint, please email us at complaints@circa5000.com

How we handle complaints

Once we receive your complaint, we will promptly acknowledge it, but no later than 5 working days.

We have a maximum time limit of 8 weeks to resolve your complaint but we will respond to your complaint as soon as possible.

If we think that we can resolve your complaint within 3 business days, we will propose a resolution and let you know what you can do if you remain unhappy.

If we can’t investigate, assess and resolve your complaint within 3 business days, we will keep you informed of our progress and provide our final response within 8 weeks.

Once we have completed our investigation we will set out our final response and will include the reasons for our decision. If you are not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (the FOS)

The Financial Ombudsman Service (or, the FOS), is an independent organisation that resolves disputes between customers (like you) and financial services firms (like us). So, if we were unable to resolve your complaint within eight weeks or if you’re not happy with our final response, you can refer your complaint to the FOS.

You only have six months from the date you receive our final response to be eligible to refer your complaint to the FOS.

The FOS has produced a useful information leaflet which you can access here (http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).

For further information, you can contact the FOS as follow: