Cashfloat’s Complaints Procedure

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Looking to Submit a Complaint?

Five things to know before making a complaint to Cashfloat

If you’re visiting this page, then you might be unsatisfied 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.

1
Think carefully before using a claim management company

There are various claims management companies (CMCs) that exist in the UK. They usually offer a ‘no win no fee’ service for handling your complaint. While these companies may sound tempting, they should be avoided.There are a number of disadvantages to using claims management companies. They have no real understanding of your personal finances, and 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 up to 30% of any refund, and all they do is send out a template letter of complaint.Always contact our team before making a claim through a claims management company. 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 you paid. Even if your complaint is accepted, you will have to pay back the money you borrowed.

3
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.

4
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.

5
Be advised

We welcome all genuine complaints, and we will do our best to help. You are welcome to contact a member of our team directly if you feel that you have a valid complaint to make.

Ways to submit a complaint

Chat now
In writing

Western Circle t/a Cashfloat, Office 8, 2a Highfield Avenue, London, NW11 9ET

Call
Call

020 3757 1933
M-F: 9:00am – 5:30pm

Email
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.

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.