We always want to provide the best possible service for our customers but recognise that sometimes you might be disappointed with our service. If you are dissatisfied with the services we have provided to you, you can make a complaint to us. By making a complaint, you’re giving us the opportunity to investigate and improve our services for everybody.
To make a complaint, please contact us using the information provided in this procedure. We’ll then review your complaint and provide you with our response. Then, if you are not satisfied with the response we have provided, you can escalate the complaint to an Ombudsman for their decision.
If you wish to make a complaint about our services, you can do so by any reasonable means. To contact us, you can use the following details:
By Phone: 01475 540 296
By Email: claims@circoconsulting.com
By Mail: 1 Simonsburn Road, Kilmarnock, Ayrshire, United Kingdom, KA1 5LA
We aim to resolve your complaint as quickly as possible. To help us do this, please provide the following when making your complaint:
Shortly after receiving your complaint, we will send you an acknowledgement, letting you know that we’ve received the complaint and that we’re looking into it. We’ll also let you know when you should receive our response, which we will always aim to provide within 8-weeks from the day you made your complaint. We will try then to keep you updated on the progress of your complaint up to the time when you receive our response.
Before we will respond to your complaint, our complaint handler will investigate the circumstances surrounding your complaint and which led to it being made. They will look at why you’ve made your complaint and investigate what might have gone wrong. Then, within 8 weeks from the date of your complaint, our complaint handler will send you either:
If you are not satisfied with our resolution of your complaint and you have allowed us the 8-week timeframe to respond to your complaint, you can escalate your complaint to the Financial Ombudsman Service, specifically the Claims Management Ombudsman (which is part of the Financial Ombudsman Service) at:
By post at: Claims Management Ombudsman, Exchange Tower, London, E14 9SR
By telephone: 0800 023 4567
Via their website: https://cmc.financial-ombudsman.org.uk/
If you wish to raise your complaint to the Ombudsman, you must do this within six months from the date of our final response unless we have expressly said otherwise within our final response.
You can find more information on the services provided by the Financial Ombudsman Service by visiting their website at https://www.financial-ombudsman.org.uk/
