Complaints Procedures

This leaflet is to provide information on how we will act in the event that we receive a complaint. A copy of this leaflet is given to any client who requests it, and to any complainant with our acknowledgement letter. It describes the procedures that we will undertake, which are in accordance with the requirements of our regulator, the Financial Services Authority.

Your custom is very important to Circle Insurance Services (Nottingham) Ltd, and we want you to be entirely satisfied with the service you receive from us. If we do not deliver the standard of service you expect, or if we make a mistake, we will investigate the situation and set about putting matters right as quickly and fairly as possible.

All complaints should be referred in the first instance to:

Complaints Officer

Circle Insurance Services (Nottingham) Ltd

5 Nottingham Road

Ravenshead

Nottingham

NG15 9HG

Telephone:           024 7625 7444

Fax:                      024 7622 7555

A complaint that can be resolved by the close of business on the business day after receipt of the complaint, is not subject to the following procedures. Also, the communications noted below which are normally required will not apply.

Acknowledging Complaints

Circle Insurance Services (Nottingham) Ltd ensures that any complaints which are received are dealt with promptly and fairly, and investigated by a person of sufficient experience and competence, and who was not directly involved in the subject matter giving rise to the complaint.

Upon receipt of a complaint (either verbal or written), we will acknowledge the complaint within 5 working days of receipt.

The written acknowledgement of the complaint will include:

• The name of the Complaints Officer and contact details
• A statement that a written report will follow once the investigation is complete
• Confirmation that a further letter will be sent if the complaint has not been resolved within 4 weeks of receipt
• A statement of the Firm’s understanding of the nature of the complaint, and a request for you to confirm in writing if our understanding is incorrect

Investigating Complaints

Within 4 weeks we will issue either a ‘Final Response’ letter, or alternatively a letter explaining why we are not yet in a position to fully resolve the complaint, and indicating the date by which it is expected the investigation will be complete. Every effort will be made to resolve complaints within the first four weeks.

Within 8 weeks we will issue either a ‘Final Response’ letter, or alternatively a further letter explaining why we are still not yet in a position to fully resolve the complaint, the reasons for the delay and provide a further target date for resolution.

This letter will advise that a complainant has the right to refer the matter to the Financial Ombudsman Service (FOS) if dissatisfied with the delay, and will enclose a copy of the FOS explanatory leaflet ‘Your complaint and the Ombudsman’.

The Complaints Officer will investigate all complaints, and where it is considered necessary, consult the Adviser/member of staff whose actions or omissions gave rise to the complaint. The investigation will include a full review of the client file, and where necessary, involve contact with third parties such as product providers to obtain information/clarification. If the Complaints Officer is subject to the complaint, another senior person within the Firm will conduct the investigation.

Immediately upon completion of the investigation, a letter will be sent by the Complaints Officer, which will provide a summary of the investigation, the nature and terms of any settlement, and the final decision on the matter. This will also include a copy of the FOS’s explanatory booklet (if not already issued). Any compensation we offer will be fair and the basis of the calculation will be explained.

If you are not satisfied with our ‘Final Response’ letter, or if 8 weeks has passed since your complaint was received, and wish to refer the matter to the FOS (if you are an eligible complainant), you must do so within 6 months of the date of the letter, or you may lose your right to refer the complaint.

You can contact them:

Closing Complaints

The Complaints Officer will consider a complaint closed if:

• The complainant confirms that they are satisfied with the findings of the investigation and any resolution or
• Where no confirmation has been received from the complainant within 8 weeks of the Firm’s Final Response Letter

Referring Complaints To Another Firm

In the event that we receive a complaint where we have reasonable grounds to be satisfied that it relates to advice or services provided by another Firm, we will carry out the following within 5 days of receiving the initial complaint:

• Positively identify the other Firm, who we believe are responsible and establish a current address and point of contact
• Write to the Firm, enclosing a copy of the original complaint letter/notification, explaining why we believe they are responsible for dealing with the complaint
• Write to you explaining the action taken, enclose a copy of the letter sent to the other Firm and invite you to contact the new Firm

Referring Complaints To Another Firm

Should any complaint be referred to the FOS, the Firm will fully co-operate with them to resolve the complaint. Please note that there are certain limitations on what the Financial Ombudsman Service can look into.