5 things

Looking to submit
a complaint?

A personal note from our Chief Compliance Officer

Hi, my name is Richard and I am responsible for compliance and complaint handling here at Cashfloat.co.uk. Together with my team, we will go above and beyond to help you with anything related to our business conduct.

I assume you are 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. So let’s get started with the most important things you need to know before submitting your complaint:

  1. Be careful of Complaint Management Companies (CMC) scams.
    These companies may offer a no-gain no-pay system, but in reality, they reduce your chances to get any compensation, because they have no real understanding of your situation. Moreover, they use your personal details for their benefit, at your expense. Most CMCs will charge between 20% and 40% 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 CMC companies can get you 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. Regardless of the case. This money is our product.
  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: Complaints are not a way to avoid payment.
    If your complaint is genuine, we will do our best to help. And you are welcome to contact me or any member of our team directly. But please keep in mind that abusing this facility may create legal implications.

Ways to Submit a Complaint

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M-F: 9:00am – 5:30pm


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 payday loan lenders, that third party contacts, called claim management companies, are targeting unhappy payday loan customers. They claim to 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 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.