Updated: 8 November 2026
How to complain
ChoosePrivate is a trading style of PJG Financial Limited. You can complain about our website or how we handle your enquiry by email or post.
- Email hello@chooseprivate.com.
- Write to Complaints, PJG Financial Limited, 5 South Charlotte Street, Edinburgh EH2 4AN.
There is no charge for making a complaint or for us to investigate it.
What to include
Please include the details that will help us understand what happened.
- Your name and how you would like us to contact you.
- What went wrong and when it happened.
- Any enquiry reference or relevant correspondence you have.
- How you would like us to put things right.
You do not need to send health information or medical records.
Help and representatives
Tell us if you need help making your complaint or would prefer a different way of receiving our response. We’ll discuss how we can help.
A friend, family member or another representative can complain for you. We’ll need your permission to discuss your complaint with them. You do not need to pay someone to represent you.
What happens next
We follow the FCA complaint handling rules. We’ll investigate fairly and keep you informed.
If we resolve your complaint to your satisfaction by the end of the third business day after we receive it, we’ll promptly send you a written summary resolution communication. This confirms the outcome and explains how to contact the Financial Ombudsman Service if you remain unhappy.
Otherwise, we’ll send a prompt written acknowledgement explaining the response deadline. Within eight weeks of receiving your complaint, we’ll send either our final response or a written explanation of the delay.
Our final response will explain our decision and any action we propose to take. If we need more time, our written explanation will say why, tell you when we expect to respond and confirm your right to contact the Financial Ombudsman Service at that point.
Financial Ombudsman Service
If you’re unhappy with our final response, or eight weeks have passed without one, you may be able to refer your complaint to the Financial Ombudsman Service. It is independent and free to use.
You usually need to contact it within six months of the date of our final response. The same time limit usually applies to a summary resolution communication. Our response will explain your rights and the relevant deadline.
Find out how to complain at financial-ombudsman.org.uk.
Complaints about a specialist or insurer
Complaints about advice, quotes or arranging cover should go to the specialist firm first. Complaints about a policy or claim should go to the insurer first. Each firm has its own complaints procedure.
If you’re unsure who to contact, email us and we’ll help. If we receive a complaint that belongs with another firm, we’ll pass it on promptly and tell you.
Our firm
PJG Financial Limited, registered in Scotland, company number SC535782, registered office 5 South Charlotte Street, Edinburgh EH2 4AN. Authorised and regulated by the Financial Conduct Authority, Firm Reference Number 919697.
Our insurance permission is introductions only. We introduce customers to FCA-authorised firms. We do not advise on, arrange or sell insurance, and never hold client money.
Last updated 8 November 2026