Complaints

CLSQ Limited

167-169 Great Portland Street, 5th Floor, London, W1W 5PF

We will do our best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong, and we may fail to meet your expectations. Our internal complaints procedures allow us to deal with complaints fairly, effectively and promptly. If you think we have let you down, please tell us why.

Making a Complaint

You can make a complaint in writing, by phone, or by email:

The way we handle your complaint may depend on the product or service your complaint relates to. If your complaint concerns a product regulated by the Financial Conduct Authority (“FCA”), such as an insurance policy or bond, the additional complaint-handling requirements below will apply.

For FCA Regulated Products (Insurance Policies & Bonds)

How We Will Handle Your Complaint

We will:

  1. Endeavour to resolve your complaint as quickly as possible;
  2. Acknowledge your complaint promptly and in writing;
  3. Advise you of the person dealing with your complaint and how you can contact them;
  4. Provide a final response to your complaint within 8 weeks of receipt.

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If We Cannot Reach a Resolution

If you are dissatisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.

You will normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response or summary resolution communication.

If you do not refer your complaint within the applicable time limit, the Financial Ombudsman Service may be unable to consider it unless, for example, it considers that exceptional circumstances prevented you from referring the complaint in time.

Financial Ombudsman Service Contact Details:

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Company Information

CLSQ Limited is a trading name of CLS Property Insight Limited and CLS Data Limited. CLS Property Insight Limited, registered in England & Wales (Reg No. 06993053) is authorised and regulated by the Financial Conduct Authority (FRN 718255). CLS Data Limited, registered in England & Wales (Reg No. 10446473, VAT Number 269864342) are an Appointed Representative of CLS Property Insight Limited who are authorised and regulated by the Financial Conduct Authority (FRN 718255).  

Registered Offices: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF