Warning: Late repayment can cause you serious money problems. For help visit moneyhelper.org.uk/en. We are a broker and not a lender. We don’t make lending decisions..

Complaints Handling Procedure – Sinch.co.uk


Updated: 15/04/2025

At Sinch.co.uk, we aim to provide a simple, transparent, and high-quality service for anyone looking for financial support. Our customers are central to everything we do, and we’re committed to maintaining high standards. However, we understand that there may be times when our service doesn’t meet your expectations—and when that happens, we want to make it right.

How to Make a Complaint

If you’re unhappy with any part of our service, please get in touch. To help us investigate and respond promptly, please include:

  • Your contact details

  • A description of what went wrong

  • How you’d like us to resolve the issue

  • Any documents or evidence that support your complaint

You can contact us by post or email:

By Post:
PJG Financial Limited
272 Bath Street
Glasgow
G2 4JR

By Email:
contact@sinch.co.uk

What Happens Next?

We aim to resolve complaints as quickly as possible. If we can sort things out within three working days, we’ll send you a Summary Resolution Communication by email or letter to confirm the matter is closed.

If we need more time to investigate, we’ll acknowledge your complaint in writing within a few days and let you know we’re looking into it.

Once our investigation is complete, you’ll receive a Final Response outlining:

  • The outcome of your complaint

  • What actions we’ve taken (if any)

  • A clear explanation of how we reached our decision

If anything is unclear or you’d like more information at any stage, please let us know—we’re happy to explain further.

We are regulated by the Financial Conduct Authority (FCA), which gives us up to eight weeks to respond with a final decision. However, we aim to resolve complaints well before that wherever possible.

Some complaints may take longer if we need to liaise with third-party providers or investigate complex matters thoroughly. If so, we’ll keep you informed throughout the process.

If You’re Still Not Satisfied

If you remain dissatisfied after receiving our final response—or if eight weeks have passed without a resolution—you have the right to refer your complaint to the Financial Ombudsman Service. You must do so within six months of our final response.

The Ombudsman may not be able to consider your complaint if this time has passed, unless there are exceptional circumstances for the delay.

Contacting the Financial Ombudsman Service

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone:
📞 0800 023 4 567 (free from most phones)
📞 0300 123 9 123 (charged at standard rates)

Email: complaint.info@financial-ombudsman.org.uk
🌐 www.financial-ombudsman.org.uk

We will also provide you with a leaflet titled “Your Complaint and the Ombudsman”, which outlines your rights in more detail.