Complaints Procedure

We want you to stay happy as a Member of the Society – but should you ever feel the need to make a complaint, please contact us:

PHONE Member Service Team on 0800 587 5098
EMAIL complaints@cirencester-friendly.co.uk
WRITE The Complaints Team Cirencester Friendly Society Limited Mutuality House, The Mallards, South Cerney, Cirencester, Glos. GL7 5TQ

We will deal with your complaint in accordance with the Financial Conduct Authority’s Guidelines.

You will receive an acknowledgement of your complaint within 5 days of receipt. We will consider the full circumstances of the matter and will inform you of our decision as soon as possible. If necessary, we will provide you with updates on our position at 4 and 8 weeks as per our regulatory timeframe.

If you have not heard from us within 8 weeks, or if you are not satisfied with our reply, you may be able to refer your complaint to the Financial Ombudsman Service.

We will provide full details of how to appeal to the Ombudsman and further details are available at www.financial-ombudsman.org.uk.

The address of the Ombudsman is as follows:

The Financial Ombudsman Service Limited

Exchange Tower, London E14 9SR

Telephone 0800 023 4567

Financial Services Compensation Scheme We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the Scheme if we cannot meet our obligations.
The FSCS will cover you for 100% of the total amount of an existing claim with no upper limit. The FSCS will also provide a refund of 90% of the premiums that have not been used to pay for cover whether you are making a claim under your contract or not. Further information is available from:
Financial Services Compensation Scheme 7th Floor, Lloyds Chambers, Portsoken Street, London E1 8BN www.fscs.org.uk.

For more information or to view the full ‘Our Complaints Process’ document, please click here.