what if I have a complaint?
we’re committed to providing you with the
highest level of customer service at all times
At the circle we’re committed to providing you with the highest level of customer service at all times. If you feel that we haven’t lived up to your expectations, please inform us to ensure we deal with your complaint efficiently and to help us improve our service moving forward.
We aim to resolve your complaint within 3 business days following receipt of your complaint but more complex matters can take longer. If we are unable to resolve things straight away, we will send you an acknowledgment letter within 5 business days. This will explain what will happen next and when you can expect to hear from us again.
A nominated complaint handler, who will be impartial and unbiased will be allocated your case for investigation and review. This may involve contacting you in order to understand your concerns in more detail. We will aim to resolve all complaints as quickly as possible however should we need more time, we will keep you informed within 4 weeks. If we are unable to provide you with a final response within 8 weeks then we shall advise you of the reason why and what steps are available to you.
If you remain dissatisfied with our final response, please contact us in the first instance however, you have the right to refer your case to the Financial Ombudsman Service (FOS) free of charge. For more information please visit www.fos.org.uk
If you would like to register a complaint or cancel any of our services, please contact us using the details below, or fill out our complaints form opposite:
Complaints | Mercantile Circle
6th Floor, Becket House
36 Old Jewry
CALL 0207 416 6806 | firstname.lastname@example.org
Your capital is at risk. The value of your portfolio can go down as well as up and you may get back less than you originally invested. A Mercantile Circle managed portfolio may not be right for everyone and tax rules may change in the future. If you are unsure if a managed portfolio is the right choice for you, please seek independent financial advice.
Disclaimer: The investment projections we show are never a guaranteed predictor of future performance – they are there to give you context and help you make decisions about the kind of portfolio which may best suit your individual investment goals. You should not base your investment decision on past performance. With investment, your capital is at risk. The value of your portfolio can go down as well as up and you may get back less than you invest. If you are unsure if any of our products are the right choice for you, please seek independent financial advice.
Mercantile International Limited is an Appointed Representative of Agincourt Financial Limited who is Regulated in the United Kingdom by the Financial Conduct Authority with Firm Reference No.:197236. Company Registration No.: 09929738 in England & Wales | Mercantile Circle is a trading style of Mercantile International Limited.