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Complaints against CII Chartered firms

Building and enhancing professionalism is at the core of the Chartered ethos and for this reason all CII Chartered firms must meet a rigorous set of eligibility criteria to obtain their Chartered title. 

This is designed to ensure that these firms demonstrate an ongoing commitment to high standards and a customer-centric focus, two factors which are key in building public trust in the insurance and personal finance professions.   If you believe that a chartered firm’s behaviour is not aligned to the chartered standards and criteria and wish to raise these concerns, please email complaintsagainstCCSfirms@cii.co.uk and we will respond to you within 5 working days. 

There are certain types of complaint that we can deal with and others which would need to go through a more appropriate body.  Please find some examples below to assist you: 

Complaints against CCS firms which the CII can assist with 

  • You believe that a firm holding itself out as a CII Chartered firm is not actually CII Chartered. 
  • You believe that a Chartered firm does not meet one or more of the required eligibility criteria or it is not adhering to the CCS rules/terms and conditions
  • You have become aware of regulatory or legal action taken against a Chartered firm and wish to notify the CII
  • Any misuse and/or potentially misleading use of CII logos or branding

Complaints which the CII cannot assist with 

  • Issues with service provided by a Chartered firm
  • Claims disputes
  • Ongoing litigation (which has not been concluded)
  • Complaints that are currently with or have not been upheld by the Financial Ombudsman Service (FOS)

If your complaint falls within the first category, please email the details to complaintsagainstCCSfirms@cii.co.uk and we will respond to you within 5 working days. 

If you are unsure whether the CII is the right point of contact for your complaint, please feel free to contact us for guidance. 

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