Making A Complaint

At CILA, we are committed to handling complaints in a fair, transparent, and timely manner. It is our policy to wait until a claim has been fully concluded before reviewing a complaint. As our remit relates solely to ethical and professional standards, we do not interfere with the claims process and will only take complaints once a claim has been settled.

In certain cases, complaints may involve matters that are also being reviewed by the Financial Ombudsman Service (FOS). If a complaint relates to a matter currently being reviewed by the FOS, CILA will place any complaints against our members into a pending status until the FOS process has been completed. This ensures that our actions do not affect the claims process or impede the FOS’s independent review of the technical matters under consideration.