Customer Complaints Procedure

At Cash Generator it is our intention that customers receive the highest possible level of customer satisfaction on every occasion and enjoy the products that have been purchased, in the event that we fail to achieve this goal we want to know. So if you feel we could have done better or you have a suggestion as to how we can improve our service and or products please let us know.

Complaints regarding online purchases or in-store transactions (excluding financial
services issues):

Please contact the supplying store and request to communicate with the Store Manager or Franchisee. Should your enquiry not be dealt with to your satisfaction then please contact customerenquiries@cashgenerator.co.uk where our Customer Service Team at Head Office will handle your query in accordance with our Head Office - Customer Complaint Procedures. You may also write to us at:

Customer Service Team
Cash Generator Limited
Ratho Park
Station Rd
Newbridge
Edinburgh EH28 8QQ

Head Office - Customer Complaint Procedures

  1. We will acknowledge your complaint within three working days of receipt of your complaint.
  2. We will investigate your complaint and endeavour to send a response to you within seven days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  3. We will endeavour to send a final response to you within 14 days of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
  4. If more than 14 days from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) we recommend in the first instance you contact the OFT Consumer Direct Helpline on 08454 040506 who will provide guidance on the regulatory body that may be able to help resolve your complaint.


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In-store or Online Lending Service:

In the unlikely event that you have cause to complain about our service, please email complaints@chequecentre.co.uk with details of your complaint, alternatively you may write to us at:

Cheque Centres Limited
Attn: Complaints Department
Ratho Park
Station Road
Newbridge
Edinburgh
EH28 8QQ
In store loans: 0800 24 30 28
Online loans: 0800 028 6608

Upon receipt of your complaint, our procedure is as follows:

  1. We will do our best to resolve your complaint by the end of the next business day. If we can’t do this, we will send you a prompt written acknowledgement of your complaint and tell you who is dealing with it.
  2. We will send you our full response within eight weeks of receiving your complaint.
  3. If you are dissatisfied with the way we have dealt with your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service. If this is the case, our final response will give you the details of how you can do this. We will also include a leaflet from the Financial Ombudsman Service to assist you if you decide to pursue this course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response to your complaint.

    In the unlikely event, that a complaint about the privacy of your personal data remains unresolved after you have submitted your complaint to us, U.K. residents may contact the Information Commissioner’s Office at www.ico.gov.uk/complaints. The website contains information on how consumers can file a complaint, as well as a helpline that consumers can use to call for help at 0303 123 1113.

    Contact details:

    Post: Cheque Centres Limited, Ratho Park, Station Road, Newbridge, Edinburgh, EH28 8QQ
    Telephone: 0800 24 30 28
    Email: complaints@chequecentre.co.uk

    Post: Consumer Finance Association, 46 Brook Street, Chester, Cheshire, CH1 3DZ
    Tel: 01244 505545
    Email: complaints@cfa-uk.co.uk

    Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
    Telephone: 0845 080 1800
    Fax: 020 7964 1001
    Email: complaint.info@financial-ombudsman.org.uk
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