How to complain
Email hello@midmove.co.uk or write to PJG Financial Limited, 5 South Charlotte Street, Edinburgh EH2 4AN.
It helps to include:
- Your name and how to contact you.
- What happened, when and how it affected you.
- What you would like us to do.
- Any reference number or relevant correspondence.
There is no charge. You do not need to use the word "complaint" or have every detail before contacting us.
If you need help
Tell us if you need help making your complaint, a different format or a change to how we contact you. Let us know if your circumstances mean you need urgent support.
You can ask someone you trust to complain for you. We will need your permission to discuss your complaint with them.
What happens next
We will acknowledge your complaint promptly in writing and keep you updated. We will investigate fairly and may ask for more information.
We will explain our decision and any action or compensation we offer. If you accept an offer, we will carry it out promptly.
These time limits apply to complaints covered by the FCA complaint rules.
If you accept our response by the end of the third business day after the day we receive your complaint, we will promptly send written confirmation called a summary resolution communication.
Otherwise, within eight weeks of receiving your complaint, we will send our final response or explain in writing why we need longer and when we expect to respond.
Our response will explain any Ombudsman referral rights, time limits and whether we consent to a late referral. A final response or delay letter will include the service's leaflet and website details where required.
Financial Ombudsman Service
If you are unhappy with our final response or later disagree with a summary resolution, you may be able to refer your complaint to the Financial Ombudsman Service.
You may also be able to refer it once eight weeks have passed without a final response. You do not need to wait for us to finish investigating.
The service is free and independent. It can help eligible individuals and some small businesses. Cover depends on the firm and activity. Not every bridging loan or enquiry is covered.
You normally have six months from the date of our final response or summary resolution communication to refer your complaint. Exceptions can apply.
Visit the Financial Ombudsman Service or call 0800 023 4567.
Complaints about a specialist or lender
A complaint about a bridging specialist or lender goes to that firm first. This includes complaints about its advice, application handling, loan agreement or service.
If your complaint belongs with another firm, we will say so. Where appropriate, we will promptly forward the complaint, or the relevant part, in writing.
We will promptly explain why in a final response and give you the firm's contact details. We will still handle any part about our own service.
Personal information
Contact us if your complaint is about your personal information. Our privacy policy explains your rights.
You can also complain to the Information Commission, the data protection regulator. Call 0303 123 1113.
PJG Financial Limited is registered with the Information Commission, registration ZB537016.
Our details
Midmove is a trading style of PJG Financial Limited.
PJG Financial Limited is authorised and regulated by the Financial Conduct Authority for credit broking. Firm Reference Number 919697.
It is a credit broker, not a lender. It has no mortgage permission and does not advise on or arrange mortgages.
For loans secured on a home you or close family live in or will live in, we only pass your enquiry to one firm with FCA mortgage permission. We are paid for doing so.
We do not take your money or hold client money.
PJG Financial Limited is registered in Scotland, company number SC535782. Its registered office is 5 South Charlotte Street, Edinburgh EH2 4AN.
Last updated 6 November 2026