Cashfloat's Complaints Procedure

Looking to Submit a Complaint?

Three things to know before making a complaint to Cashfloat

If you’re visiting this page, then you might be dissatisfied with some aspects of our service or loan products. Otherwise, you might be having repayment issues. That’s okay. We try to help even when our customers are unhappy.

Here are the five most important things you need to know before submitting a complaint:

You will receive prompt acknowledgment of your complaint to Cashfloat by email
If you complain directly to Cashfloat, upon receipt of your complaint, you’ll get an email acknowledging that we’ve received it. 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 two days to eight weeks to get a final response.
You will get a final response letter within eight weeks
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.
Be advised
We welcome all complaints to allow us to continually improve our services, products and customer experience. You are welcome to contact a member of our team directly if you wish to raise a complaint.

Ways to submit a complaint

Chat now

M-F: 9:00am – 5:30pm

Call

020 3757 1933
M-F: 9:00am – 5:30pm

Email

complaint.handling@cashfloat.co.uk

The Financial Ombudsman Service

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

Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Telephone number: 0800 023 4 567 (calls to this number are free on mobile phones and landlines)
Email address: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk/

Complaint data

Period covered	Product/ service grouping	Number of complaints opened	Number of complaints closed	Percentage upheld
1 ^st April 2019 – 31 ^st March 2020	Credit related	1107	1107	7%
1 ^st April 2020 – 31 ^st March 2021	Credit related	911	911	5.2%
1 ^st April 2021 – 31 ^st March 2022	Credit related	614	589	3.9%
1 ^st April 2022 – 31 ^st March 2023	Credit related	734	772	6.85%

Avoid claims management companies

Cashfloat and other direct payday loan lenders sometimes have to deal with complaints through organisations called claims management companies. These companies target unhappy payday loan customers and offer to issue a complaint on behalf of a loan recipient in exchange for a fee. We would like to advise our customers that there is no reason to pay to make a complaint. It is completely free for you to complain directly to Cashfloat, and we will deal with your complaint responsibly and effectively. 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.

Cashfloat’s Complaints Procedure