Complaints Policy

How to make a complaint?

We are sorry that you are unhappy with our products or services. Please contact us and we will do our very best to make it right as soon as possible.

The app

Send us a secure message via Live Chat within the app. This may be the quickest way for us to resolve the situation because our agents can see your details and transactions instantly. Please click in the ‘more’ section under ‘help’.

E-mail

Email us at complaints@sync.money. Once we have received your email, we will acknowledge this via e-mail within 3 days.

We try to send you a final response within 15 business days of receiving the complaint.

Even if we need more time to respond for reasons beyond our control in exceptional circumstances, we will send you a holding response to let you know when you will receive our final response within 15 business days of receiving the complaint. Our final response will be no later than 35 business days from the date on which we first received the complaint

If you have a complaint regarding Open Banking, then you may contact our Principal TrueLayer Limited who is authorised by the UK Financial Conduct Authority under the Payment Services Regulations 2017 to provide account information services and payment initiation services (Firm Reference Number: 793171).

If you do not receive our final response on time or you are unhappy with our final response, you may be entitled to contact the Financial Ombudsman Service. (Please note: the Financial Ombudsman Service may not consider a complaint if you have not provided us with the opportunity to resolve it previously.)