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.

In-store or Online Product and or Financial Services Transactions:

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
CG House, Express Trading Estate,
Bankfield Road
Bolton
BL4 9TP

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.

In-store or Online Lending Service:

Should you not be satisfied with this service, please send an email to complaints@ukloanstore.co.uk with details of your complaint. You may also write to:

The Loan Store Limited
Attn: Complaints Department
The Forum
Bankhead Crossway North
Edinburgh
EH11 4BP
Phone: 0800 028 6608

Customer Complaints about our Lending Service

If you are not satisfied with our lending service we would you to tell us your concerns. You may contact us in a way that is convenient to you including in person, by telephone, in writing or by email.

Upon receipt of your complaint, the first stage of the 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 four weeks of receiving your complaint. We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can go to stage 2 of the procedure by referring your complaint to the British Cheque and Credit Association (BCCA) which is our Trade Association and acts on our behalf. Our letter will explain that you may have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after stage 2 referral – also that we will regard the complaint as closed if BCCA does not receive a reply from you within eight weeks of our full response.
   
   If you tell BCCA that you are still dissatisfied and wish to take your complaint further, stage 2 of the procedure is as follows:
3. BCCA will investigate your complaint and will provide you with a final response within four weeks of receiving notification of your continuing dissatisfaction.

Where your complaint relates to the provision of credit (pay day advance, cash till payday, salary stretcher etc) you have a further course of action open to you. If you are dissatisfied with the final response from BCCA, you can ask the Financial Ombudsman Service for an independent review. BCCA will enclose a leaflet from the Financial Ombudsman Service in their final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving the final response from BCCA.

Contact details:

Post: The Cash Generator Group Limited, CG House, Express Trading Estate, Stone Hill Road, Bolton, BL4 9TP
Tel: 01204 574444
Email: admin@cashgenerator.co.uk

Post: British Cheque and Credit Association , PO Box 3414, Chester, CH1 9BF,
Tel: 01244 505904
Email: info@bcca.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

Supervisory Authority is the Office of Fair Trading, Fleet Bank House, 2-6 Salisbury Square, London, EC4Y 8JK.

Telephone: 0845 722 4499

Should you not be a customer but wish to escalate a general complaint please forward your concern to customerenquiries@cashgenerator.co.uk