Warning: Late repayments can cause you serious money problems. For help, go to moneyhelper.org.uk. We are a broker not a lender.
We always strive for a great customer service experience and take every complaint very seriously. If you are not satisfied with any aspect of the credit brokerage service that you have received from William Ellis Sinclair (the Company, we, us, or our), we would like you to tell us your concerns to enable us to address them.
We have an internal complaints handling procedure that is detailed below for you so that we can resolve your complaint quickly and ensure that you speak to the right person.
Our team has been trained to assist you with any issues you may be experiencing. Most issues can usually be resolved the following business day. If we are unable to do so, we will acknowledge your complaint within three working days of receiving your communication.
Some complaints necessitate an internal or external investigation, which may prolong the resolution time. If we need to investigate your complaint further in order to respond fully, we will notify you and keep you up to date. Please keep in mind that complex complaints may necessitate a thorough investigation. We will send our final response as soon as possible, but no later than eight weeks after receiving your complaint. We regret that not all complaints can be resolved to the customer's satisfaction.
If you are dissatisfied with our response to your complaint, you may appeal to the Financial Ombudsman Service (FOS). The FOS website is www.financial-ombudsman.org.uk. Please contact the FOS within six (6) months of receiving our final response.
Please ensure that you are contacting the FOS about the correct party. We are a brokerage firm, not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Please contact us if you have any questions about the identity of your lender.
If you would like to make a complaint to our regulatory body, please use the details below: