Complaints

At Cash Concepts we always strive provide an excellent service, whatever the situation or service we are offering.

We also understand that sometimes we get things a little wrong. We see complaints as an invaluable way to get honest customer feedback.

We will investigate every complaint fully and fairly and if you still remain dissatisfied we will direct you to The Financial Ombudsman Service.

You can make your complaint:

At our Registered office: 156a Balgores Lane, Romford RM2 6BP
By phone: 01708 727844
By email: info@cashconcepts.org

Your complaint

We will aim to resolve complaints internally, fairly and at the earliest possible stage.

How we respond to complaints

We always aim to resolve your complaint by the end of three working days following receipt of the complaint. If this is not possible we will send a written acknowledgement to you as soon as possible assuring you that we have received the complaint and it is being dealt with swiftly.

We will include in our letter the name and contact details of the person dealing with your concerns, who will be a person of complaint handling experience, knowledge and authority. You may contact this person at any time during business hours if you wish to add anything more or you simply just wish to enquire on the progress made. We will also include a copy of this procedure.

We will send you a final response as soon as possible but within 8 weeks of receipt of the complaint.

The letter we send will explain that you will have ultimate recourse to The Financial Ombudsman Service if you remain dissatisfied after the eight week time frame or the final response letter. We will enclose a leaflet from The Financial Ombudsman Service with our final response letter to assist you if you decide to pursue this further and advise you of The Financial Ombudsman website http://www.financial-ombudsman.org.uk

Finally If you choose to refer your complaint to the Financial Ombudsman Service you must do so within six months of the issue date of our ‘Final Response’ letter.

If we do not provide our final response letter within eight weeks of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it if you wish to do so.

Contact details for the Financial Ombudsman Service

Address : The Financial Ombudsman Service, Exchange Tower London E14 9SR.
Tel : 0800 0234567
Website : http://www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Authorised and regulated by the Financial Conduct Authority for consumer credit. This can be confirmed on the Financial Services Register, which can be found at http://www.fca.org.uk/register.