Complaints Procedure

Complaints Procedure

Our processes comply with the Alternative Dispute Resolution Directive. If you are unhappy with a loan or service that you have received from Cash Exchange, or with anything that you have purchased from us and wish to make a complaint, please contact us.

You can contact us in a number of ways:

  • By email: info@cashexchange.co.uk
  • Phone: 020 8623 1881
  • In writing: The Director, Cash Exchange, 1387 London Road, London, SW16 4AN.
  • In person: At your local Cash Exchange store.

We will try to resolve your complaint by the end of the next business day after the day we receive it. We will look into the cause of your complaint and we will discuss how we propose to resolve this with you. Where you agree, we will mark your complaint as closed.

If we cannot resolve your complaint by the end of the next business day after the day we receive it, we will send you an acknowledgement to let you know that we are dealing with this. Our acknowledgement will include a reference number to be used if you need to contact us about your complaint.

We aim to resolve all complaints within eight weeks. During this period, we may contact you about your complaint and invite you to provide more information. When we have completed our investigation, we will then send you a final response which sets out how we have investigated your complaint and our conclusion. In this letter, we will tell you if we have upheld your complaint or not.

If you agree with our conclusion, we will send you a letter called a Summary Resolution and mark your complaint as closed. If your complaint is about a pawnbroking loans or one of our consumer credit products, it is subject to the jurisdiction of the Financial Ombudsman Service (FOS). We will tell you this and provide you with a leaflet that includes contact details for FOS. You will then be able to contact FOS if you are unhappy with the way we have investigated your complaint and you wish to take this further. This is a free, independent service for resolving disputes.

If we cannot resolve your complaint within eight weeks, we will write to you to tell you when we expect to be able to do this. If your complaint is subject to FOS jurisdiction, we will tell you and give you a leaflet that contains FOS details so you can contact them if you are unhappy with the way we have investigated your complaint and you wish to take this further.

If you wish to contact the Financial Ombudsman Service at any time, you can do this at Exchange Tower, London, E14 9SR. Tel 0800 023 4567.* Website www.financial-ombudsman.org.uk

*Calls charged at no more than 5p per minute for BT customers. (Other networks may vary.)