Complaints, Consumer Rights, and the Financial Ombudsman
Borrowing from an FCA-authorised lender comes with clear consumer rights. These rights include access to a formal complaints process and independent dispute resolution if concerns cannot be resolved directly.
Cashfloat is authorised and regulated by the Financial Conduct Authority (FCA) and is required to follow specific rules on how complaints are handled and how consumers are protected.
This page explains how the complaints process works, what rights apply, and where independent support is available.
Your Right to Make a Complaint
All consumers have the right to raise a complaint if they are unhappy with any aspect of a regulated lending service.
Complaints may relate to:
- How borrowing was offered or explained
- Affordability or creditworthiness assessments
- Charges, fees, or repayments
- How an account has been managed
- The way a customer has been treated
Raising a complaint does not affect a customer’s legal rights and should not result in unfair treatment.
How Complaints Are Handled at Cashfloat
Cashfloat has a formal complaints procedure in place, as required by FCA rules. This means that:
- Complaints are acknowledged and reviewed fairly
- A clear response is provided within regulated timeframes
- Customers are informed of the outcome and next steps
FCA Rules on Complaints Handling
Under FCA regulations, authorised lenders must:
- Handle complaints promptly and fairly
- Keep customers informed throughout the process
- Provide clear information about escalation options
These rules are designed to ensure that complaints are taken seriously and resolved appropriately.
Escalating a Complaint to the Financial Ombudsman Service
If a complaint cannot be resolved directly with a lender, eligible consumers may be able to escalate the matter to the Financial Ombudsman Service.
The Financial Ombudsman Service:
- Is independent of lenders
- Reviews complaints impartially
- Can make decisions that are binding on firms
There is no charge to consumers for using the Financial Ombudsman Service.
What the Financial Ombudsman Can Review
The Financial Ombudsman Service may review complaints relating to:
- How a lender applied FCA rules
- Whether a decision was fair and reasonable
- How a lender handled a customer’s situation
The Ombudsman considers the facts of each case, relevant regulation, and what is considered fair in the circumstances.
Consumer Rights Under FCA Regulation
Borrowers using FCA-authorised lenders benefit from important consumer protections. These include:
- Clear information about borrowing costs and terms
- Fair treatment throughout the customer relationship
- Access to regulated complaints handling
- Independent dispute resolution if needed
These protections apply regardless of the type of borrowing involved.
Why Complaints and Consumer Rights Matter
A clear complaints process and access to independent resolution are essential parts of responsible lending. They help ensure that:
- Concerns are addressed fairly
- Lenders remain accountable
- Consumers are protected under UK law
Understanding these rights allows borrowers to engage with lenders confidently and responsibly.
Complaints and Different Types of Borrowing
Consumer rights and complaints procedures apply consistently across all borrowing offered by Cashfloat, including:
The same regulatory standards apply in all cases.
Independent Advice and Support
Consumers who are unsure about their rights or need independent guidance can access free support.
MoneyHelper provides impartial information on:
- Consumer rights
- Making a complaint
- Managing financial concerns