Complaints Policy

We are sorry that you have felt the need to find this page. IN-SYNC Factoring is committed to providing an excellent customer service experience and we take all valid complaints seriously.

Not only do we want the opportunity to resolve your complaint, we want to ensure that your concerns, if at all avoidable, are not experienced by you or any other customer again.

How do I complain?

It is recommended to review these before lodging a complaint. 
In the first instance, should there be any expression of dissatisfaction, please contact us via https://insyncgroup.co.uk/about-us/contact-us/ and fill out the complaints form or write into:

Complaints Department 
IN-SYNC Factoring Ltd
4 The Millennium Centre
Crosby Way
Farnham
Surrey
GU9 7XX

To ensure a speedy resolution it would be helpful to our investigation if you could give as much information as possible when completing the form. Please include any relevant dates, times and the names of any of our staff that you have previously dealt with.

If you have any correspondence or any other files that you feel are relevant to your complaint please attach them to the form.

How is my complaint handled?

We strive to acknowledge all customer complaints within 48 hours of receiving them and we aim to resolve them within 7 days.

We'll always try our best to resolve your complaint as quickly as possible.

If your complaint is regarding any credit or other asset finance product we have provided to you, we will send you our final response within 8 weeks. If we can't respond in this time, we'll contact you to explain the delay and give you an indication of when to expect our response.

If your complaint is regarding any payment service or bank account information service we have provided to you (involving your rights under the Payment Services Directive 2), we will send you our final written response within 15 business days. If we can't respond in this time due to exceptional circumstances, we'll contact you to explain the reasons for the delay and provide our final written response within 35 business days.

What if I am still not satisfied with the result?

If you are not satisfied with our response or the way in which we have handled your complaint, you can refer your complaint to the Financial Ombudsman Service (FOS).

Should you wish to refer your complaint to the Ombudsman, if your complaint is regarding any credit or other asset finance product we have provided to you, this must be done within six months of the date of our final response letter to you.

Should you wish to refer your complaint to the Ombudsman, and if your complaint is regarding any payment service or bank account information service we have provided to you, this must be done within 35 business days following receipt of the complaint, or after 15 days if you have not received a response from us. You can also refer your complaint to the FOS as soon as you receive our final response letter to you, even if it is within the initial 15 days following receipt of the complaint.

The Financial Ombudsman Service 
South Quay Plaza 
183 Marsh Wall 
London E14 9SR 
Tel: 0845 080 1800 or 0300 123 9123 
Email: complaint.info@financial-ombudsman.org.uk

In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/