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Complaints Handling Procedure – MyJar.uk
Updated: 15/04/2025

At MyJar.uk, we are committed to providing a transparent, reliable, and high-quality service to everyone seeking financial support. While we strive to maintain high standards, we recognise that there may be occasions when things don’t go as expected. If that happens, we want to make it right.

How to Make a Complaint

If you are dissatisfied with any part of our service, please contact us. To help us investigate and respond promptly, please include:

  • Your full name and contact details

  • A clear description of the issue

  • How you would like the matter resolved

  • Any relevant documents or supporting evidence

You can reach us by post or email:

By Post:
PJG Financial Limited
5 South Charlotte Street
Edinburgh
EH2 4AN

By Email:
📧 contact@myjar.uk

What Happens Next?

We aim to resolve complaints as quickly as possible:

  • If we can resolve the matter within three working days, we will issue a Summary Resolution Communication to confirm the issue has been resolved.

  • If further investigation is required, we will acknowledge your complaint in writing within a few working days and keep you informed throughout the process.

Once our investigation is complete, you will receive a Final Response, which will include:

  • The outcome of your complaint

  • Any actions we have taken or intend to take

  • A clear explanation of our decision

We are regulated by the Financial Conduct Authority (FCA) and are allowed up to eight weeks to issue a final response. However, we aim to resolve most complaints well before that deadline.

In complex cases involving third-party providers or detailed enquiries, resolution may take longer. If so, we will keep you updated throughout.

If You’re Still Not Satisfied

If you remain dissatisfied after receiving our Final Response—or if eight weeks have passed with no resolution—you have the right to refer your complaint to the Financial Ombudsman Service. You must do so within six months of the date of our Final Response.

Please note: The Ombudsman may not be able to consider complaints referred after this time unless there are exceptional circumstances.

Contacting the Financial Ombudsman Service

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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

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

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