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Customer Complaints Procedure

Providing an excellent service is a passion of ours. We recognise, however, that in rare instances our Services may not have met your expectations. This procedure sets out:

  • How to raise an issue you’ve had; and
  • If an issue is not resolved to your satisfaction, how to escalate to file a formal complaint.

Contact Support regarding any issues

If you would like to raise an issue with our Services (or if you need a translation of this Procedure), feel free to reach out to support@circle.com and our support team will do their best to resolve any problems you have had.

How to file a formal complaint

If an issue was not resolved to your satisfaction, we suggest submitting a written request to our support team for the sake of clarity and understanding. You can write from within your Circle app, or by clicking here to submit a request from our Help Center. You are also free to express your complaint over the phone +44 1793 250273, or by submitting a physical written complaint to the following mailing address: Circle UK Trading Limited, White Collar Factory, 1 Old Street Yard, London, EC1Y 8AF, UK.

Our team is ready to handle any and all requests, so once we identify yours as a formal complaint, we will do the following:

  1. Acknowledge that we have received your complaint
  2. Ask follow up questions if there are any required to resolve your complaint
  3. Investigate and detail your complaint, as well as provide a justified resolution

Note: We aim to resolve complaints fully within 15 business days of receipt. In exceptional circumstances, we may need to extend this period but, if this happens, we will (a) tell you about it (including our reasons for the extension); and (b) provide you with a final response within 35 business days.

Regulatory Guidance

Our procedures are aligned with guidance from our regulators at the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS). If our response does not adequately resolve your complaint, please feel free to contact them using the below contact details.

The Financial Ombudsman can be contacted at:

The Financial Ombudsman Service (UK)
Exchange Tower
E14 9SR
E-mail: complaint.info@financial-ombudsman.org.uk
Online: http://www.financial-ombudsman.org.uk/

Alternatively, If you would like to forward your dispute to the European Online Dispute Resolution platform click here and include support@circle.com as our contact email address.