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How do I file a complaint?

Note: If you are a Circle customer in the UK/Europe and want to know about the complaint procedure there, please check out the Complaint Policy here as the legal language and regulating bodies are slightly modified.

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 US Department of Treasury's FinCEN and the Consumer Financial Protection Bureau (CFPB). If our response does not adequately resolve your complaint, please feel free to contact the CFPB on their complaints webpage here.