Our Complaints Procedure - How We Deal With Your Complaint


CASH4UNOW.CO.UK is committed to treating our customers fairly. If you are dissatisfied with any aspect of our service we encourage our customers to let us know, in order that we may improve our service and prevent any further instances of dissatisfaction occurring.

You may contact us either via email at complaints@cash4unow.co.uk or in writing at:

CASH4UNOW.CO.UK
7 Limewood Way
Leeds
LS14 1AB

Tel: 0113 887 3434

You do not need to engage a claims handling specialist or company to handle your complaint. You can easily complain to CASH4UNOW.CO.UK directly, free of charge, and our complaints policy provides all the information you need to do this. We prefer to hear from you, in your own words, describing what you are dissatisfied with. This helps us to respond more quickly.

You do not need to make a subject access request if all you require is a list of your loans and payments. Simply ask us to provide such a list and we will respond to your request.

How we will deal with your complaint

Upon receipt of your complaint we will do our best to resolve your complaint by the end of the 3rd business day. If we can't do this, we will send you a prompt written acknowledgement of your complaint within 5 days of it being received by our complaints team.

We will provide you with a contact point during the investigation process and keep you informed and regularly updated on its progress.

We will attempt to both resolve your complaint through investigation and to respond to you with the outcome within four weeks of receiving your complaint.

If we cannot resolve your complaint within this timescale we will write to you and let you know why, and tell you about the progress of your complaint.

We will send you our final response letter within a maximum of eight weeks of receiving your complaint.

If your complaint has not been resolved to your satisfaction within eight weeks, you may have a right to have your complaint dealt with by the Financial Ombudsman Service (FOS). To do so, you should contact FOS within 6 months of our final response to your complaint. Our letter will let you know how you can do this.

We will also include details of how, if you are dissatisfied with the way we have handled your complaint and our final response, you can refer your complaint to our Trade Association, the Consumer Credit Trade Association (CCTA).

Your right to complaint to FOS is independent of your right to take your complaint to the CCTA. You are not required to approach the CCTA before FOS.

What you can expect if you complain to the CCTA

The CCTA is our Trade Association and acts on our behalf. If you are not happy with the response from the Complaints Manager at CASH4UNOW.CO.UK you may refer your complaint to the CCTA for a full review.

The CCTA will:

  • Refer your complaint to a senior executive here at CASH4UNOW.CO.UK.
  • If your complaint is not resolved to your satisfaction and you do not wish to refer your complaint to the Financial Ombudsman Service, the CCTA will endeavour to conciliate between you and CASH4UNOW.CO.UK to restore communication where this has broken down, except where your complaint has already been considered under the dispute resolution procedure of another Code of Practice, or the Financial Ombudsman Service, or has been the subject of a judicial decision.

Contact details for the CCTA and FOS for complaints

Chief Executive
Consumer Credit and Trade Association
Airedale House
Aire Valley Business Park
Dowley Gap Lane
Bingley
BD16 1WA
Tel: 01274 714959 / Fax: 0845 257 1199

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Tel: 0800 023 4567


We are required to make you aware of 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 click here http://ec.europa.eu/consumers/odr