5 things

Looking to submit
a complaint?



Before making a complaint with Cashfloat

Are you visiting this page because you are not satisfied with some aspects of our service, loan products or just having repayment issues? Worry not! We are here for you. Here are the most important things you need to know before submitting your complaint:

  1. Think carefully before using a Claim Management Company
    These companies offer a ‘no win no fee’ service, but as they have no real understanding of your personal finances, they cannot explain your position as accurately as you can. Moreover, they use your personal details for their benefit, at your expense. CMCs will charge a maximum of 30% of any refund, simply for sending out a template letter of complaint. Always contact our team before making a claim with a CMC. After all, it’s our job to help you.
  2. Don’t be confused about what you can get.
    Please bear in mind that, in nearly all cases, the maximum compensation you will receive is a refund of the interest that you paid. Even when your complaint is accepted, you would have to pay back the money you borrowed.
  3. You’ll receive prompt acknowledgment of your complaint by email.
    Upon receipt of your complaint, you will get email acknowledgment confirming the receipt of your complaint. We will then do our best to resolve your complaint as quickly as possible. Depending on the nature of the complaint, it can take anywhere from 2 days until 8 weeks to get a final response.
  4. Get a final response letter.
    We will issue a final response letter within eight weeks of receiving your complaint. Should you wish to refer the complaint to the Ombudsman, this must be done within six months of the date of our final response letter.
  5. Be advised:
    We welcome all genuine complaints, and will do our best to help. You are welcome to contact a member of our team directly.

Ways to Submit a Complaint

Chat now

M-F: 9:00am – 5:30pm

Call

020 3757 1933
M-F: 9:00am – 5:30pm

The Financial Ombudsman Service

Should you wish to refer the complaint to the Ombudsman, this must be done within 6 months of the date of our final response letter.

Complaint Data

Period covered in this report Product/ service grouping Number of complaints opened Number of complaints closed Percentage upheld
1st April 2019 – 31st March 2020 Credit related 1107 1107 7%
1st April 2020 – 31st March 2021 Credit related 911 911 5.2%

A Word of Caution

It has come to the attention of Cashfloat and other direct payday loan lenders, that third party contacts, called claim management companies, are targeting unhappy payday loan customers. They will issue a complaint on behalf of the customer in exchange for a fee. We would like to advise our customers, that there is no need to pay to make a complaint. It is absolutely free for you to complain and we will deal with your complaint responsibly and efficiently.

We strive to continually offer a high level of customer service and will do everything we can to ensure your complaint is dealt with to your satisfaction.