Insurance Complaint Procedure.

If you have a complaint ….

Please contact a member of staff at Circle Residential Management Limited. by email. Your complaint will be taken seriously and we will make every effort to resolve the problem straight away.

To help us deal with your complaint as speedily as possible it would be helpful if you could provide us with the property reference and details of the issue. We may ask you to outline your complaint in writing to ensure we have a thorough understanding of the facts.‍

What happens if we cannot resolve your complaint straight away…

There may be occasions when we need more time to carry out investigations and therefore we will not be able to resolve your complaint straight away. If this is the case, we commit to the following timetable:

• Within 5 business days from the date of your complaint:
• We will try to provide you with a full reply. If this is not possible, we will confirm in writing that we are looking into your complaint and who will be handling it on your behalf.
• Within 4 weeks from the date of your complaint:
  Your complaint will have been investigated and we will write to you with our response. If we are still not in a position to resolve your complaint then we will inform you of the reasons and when we will make contact again.

• Within 8 weeks from the date of your complaint:
  In the unlikely event that your complaint has not been resolved at an earlier stage, we will write to you with our final response.
  

If you are dissatisfied…

If any time you are dissatisfied with any aspect of our complaints process, you may write to: The Compliance Officer, Circle Residential Management Limited, 2 A P Ellis Road, Upper Rissington, Cheltenham, GL54 2QB or send an email. The Compliance Officer will acknowledge receipt within 5 business days, carry out a review and write to you with a response within 20 business days of receipt of your letter.‍

If you are still dissatisfied and the issue is regulated by the FCA…

If you wish to pursue your complaint you have the right, within six months of our final response, to ask the Financial Ombudsman Service to review your case. The Financial Ombudsman Service is there to act as an impartial adjudicator and is responsible to the Financial Conduct Authority and not to us.
You can find out more about the service by contacting:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.  
Telephone: 0845 080 1800. Email:  enquiries@financial-ombudsman.org.uk  
Alternatively, please visit their website www.financial-ombudsman.org.uk.

If you have any queries about our complaints process please contact us at the address below or email us.