Complaints

Complaints Handling Policy

Freedom Circle Limited is committed to providing a high standard of service to all of our clients. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can investigate the matter and work to resolve it as quickly and fairly as possible.

This policy explains how complaints are handled by Freedom Circle Limited.

What Is a Complaint

A complaint is defined as any expression of dissatisfaction, whether written or verbal, regarding the services we provide or a failure to provide those services.

This may include concerns relating to financial loss, distress, inconvenience or dissatisfaction in connection with our mortgage or insurance broking services.

How to Make a Complaint

If you would like to make a complaint, you can contact us using the details below:

Freedom Circle Limited
Eaton House
One Eaton Road, 10th Floor
Coventry
CV1 2FJ

Email:

How We Handle Complaints

When we receive a complaint, we will treat it seriously and investigate the matter fairly, consistently and promptly.

Our process normally follows these steps:

1. Acknowledgement

We will acknowledge your complaint promptly and provide details of the person responsible for investigating the matter.

2. Investigation

We will review the details of your complaint carefully and may contact you if additional information is required. Our aim is to investigate complaints thoroughly and objectively.

3. Resolution

Where possible, we will attempt to resolve complaints quickly. If your complaint can be resolved within three business days, we will confirm the outcome in writing.

4. Ongoing Updates

If further investigation is required, we will keep you informed of the progress of your complaint.

If we have not been able to resolve the complaint within four weeks, we will write to you to explain the reason for the delay and provide an update on our investigation.

Final Response

Under Financial Conduct Authority rules, we aim to provide a final response within eight weeks of receiving your complaint.

Our final response will explain:

• our understanding of your complaint
• the outcome of our investigation
• whether your complaint has been upheld
• any actions or compensation we may offer where appropriate

Financial Ombudsman Service

If you remain dissatisfied with our final response, or if eight weeks have passed and your complaint has not been resolved, you may be entitled to refer your complaint to the Financial Ombudsman Service, which provides an independent dispute resolution service.

You must normally refer your complaint within six months of receiving our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567

The service is free of charge.

Our Commitment to Improving Our Service

Freedom Circle Limited treats all complaints seriously. We use complaints as an opportunity to review our processes and improve the services we provide to our clients.

Where appropriate, we will take steps to identify the cause of a complaint and make improvements to help prevent similar issues arising in the future.

Record Keeping

We maintain records of complaints in accordance with regulatory requirements and use this information to help improve our services and meet our regulatory obligations.