Complaints Policy

We are sorry that you have felt the need to find this page. IN-SYNC Credit Services 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?

Our terms and conditions can be viewed here. It is recommended to review these before lodging a complaint.
In the first instance, should there be any expression of dissatisfaction, please e-mail us on ics.complaints@in-syncgroup.com.
Alternatively, login to your IN-SYNC Credit Services account and fill out the complaints form or write into:

Complaints Department
IN-SYNC Credit Services Ltd
Ash House
Tanshire Park, Shackleford Road
Elstead, Surrey
GU8 6LB

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 try our best to resolve your complaint as quickly as possible and we'll 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.

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 FOS. Should you wish to refer the complaint to the Ombudsman, this must be done within six months of the date of our final response letter.

The Financial Ombusman 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/