Complaints

Cirtus Trust · 1 Harbour Street, Wilmington, DE

If something goes wrong

We would rather hear about it than not. Most problems are resolved on the first contact.

Step one — tell us

Write to support@cirtus.online or use our contact form. Include your account number and the reference of any transaction involved. Please do not include your password or PIN.

Step two — what happens next

• We acknowledge every complaint within one working day.
• We aim to resolve it within five working days.
• If it will take longer, we tell you why and give you a date.
• You get our final answer in writing, with the reasoning set out.

Step three — if you are still unhappy

Ask for the matter to be escalated and a senior member of staff who was not involved will review it. If you remain dissatisfied after our final response, you may refer the matter to the relevant financial services regulator in your jurisdiction.

What helps us help you

Dates, amounts and transaction references. Every entry in your account carries a reference on its receipt, which you can print from the transaction list.