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Complaints procedure

We want you to stay happy as a Member of the Society – but should you ever feel the need to make a complaint, please contact us:

Customer Care
Cirencester Friendly Society Limited
Mutuality House
The Mallards
South Cerney
or by telephone on 0800 587 5098.

We will deal with your complaint in accordance with the Financial Conduct Authority's Guidelines.

You will receive an acknowledgement of your complaint within 5 days of receipt.  We will consider the full circumstances of the matter and will inform you of our decision as soon as possible.

If you have not heard from us within 8 weeks or if you are not satisfied with our reply you have the option of placing the matter before the Financial Ombudsman Service.

We will provide full details of how to appeal to the Ombudsman and further details are available at

The address of the Ombudsman is as follows:

The Financial Ombudsman Service
Exchange Tower, London E14 9SR

Telephone 0800 023 4567

Financial Services Compensation Scheme (FSCS)

We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the Scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. Contact them at:

Financial Services Compensation Scheme

10th Floor
Beaufort House
15 St Botolph Street
London EC3A 7QU

0800 678 1100

Cirencester Friendly, Mutuality House, The Mallards, South Cerney, Cirencester, Glos, GL7 5TQ

Tel: 01285 652492 / 653073
Fax: 01285 641246

Office hours: 8:45am - 5:00pm, Monday - Friday (excluding Public Holidays).