Complaints Procedure

At Cirle Loans, we pride ourselves on professionalism, efficiency and communication. We endeavour at all times to exceed your expectations and ensure that any dealing you have with us is handled with the utmost respect and understanding.

However, despite our best efforts, sometimes it isn’t possible to meet your expectations and you may feel it necessary to complain.

We have a very efficient complaint service for you to voice any concerns you may have.

Primarily, we will deal with all complaints over the telephone, but should you wish to put something in writing you can do so at the following address:-

Cirle Loans
125/127 Union Street
Oldham
Lancs.
OL1 1TE

Or, alternatively you can email your complaint to complaints@circleloans.co.uk

Once you have informed us of your complaint, we will acknowledge receipt by way of a letter sent to you within two business days of first notification.

Each complaint received will be discussed thoroughly with all parties concerned. You will be part of the process at all times, and will be kept informed of any developments by way of a weekly review arranged to suit you, either by phone, fax, email or letter.

We endeavour to deal with all complaints within six weeks.

Your complaint will be discussed between the case administrator and their manager, to find a way in which we can resolve your grievance. Should your complaint be about a manager, then it will be escalated to one of the Directors of Cirle Loans. Similarly, should your complaint involve one of the Directors, another Director will be part of the complaint process.

At the end of the six-week period (or sooner) you will receive a final letter setting out your complaint, and how we have chosen to address it. This could be in the nature of a written apology, a full breakdown of procedure and whether we have satisfied our obligations, or otherwise.

Should you be unhappy with the outcome, that final letter will also contain contact details of the Insolvency Practitioners Association, which is the body that licences the Insolvency Practitioners at Cirle Loans and governs their conduct.