Hello! How can we help?

How do I file a complaint?

Pursuing excellent service is a passion of ours. But sometimes things happen and we can fall short.

In the event that you're dissatisfied with Circle (whether that be our product or service) we want to know about it so that we may work towards resolving it for you.

How to file a formal complaint

While you are free to express your complaint over the phone, for the sake of clarity and our understanding, we also suggest writing in from within your Circle app or by clicking here.

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 8 weeks.


Regulatory Guidance

Our procedures are aligned to 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 at the address below.

The Financial Ombudsman can be contacted at:

The Financial Ombudsman Service (UK)
Exchange Tower
London
E14 9SR