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 no-gain no-pay system, but in reality, they reduce your chances to get any compensation. Moreover, they use your personal details for their benefits, at your expense. 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 the maximum compensation CMC companies can get you is 20% + VAT in accordance with the new fee cap. Even when your complaint is accepted, you would have to pay the money you borrowed back. Regardless of the case. This money is our product.


3. Get an initial response within one business day.
   Upon receipt of your complaint, you will get a written acknowledgment within 1 business day. We will do then 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.

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. You are also able to use the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information visit: https://ec.europa.eu/consumers/odr/

• Address: Exchange Tower, London E14 9SR.
• Telephone numbers: 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/

A Word of Caution
It has come to the attention of Cashfloat and other payday loan lenders, that third party contacts 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.