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
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
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,
Head Office - Customer Complaint Procedures
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- We will acknowledge your complaint within three working days of receipt of your
- 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.
- 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
- 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:
In the unlikely event that you have cause to complain about our service, please email firstname.lastname@example.org with details of your complaint, alternatively you may write to us at:
Cheque Centres Limited
Attn: Complaints Department
Phone: 0131 442 7100
Upon receipt of your complaint, the first stage of the procedure is as follows:
We will do our best to resolve the 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.
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 Consumer Finance Association (CFA) 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 the CFA does not receive a reply from you within eight weeks of our full response.
If you tell CFA that you are still dissatisfied and wish to take your complaint further, stage 2 of the procedure is as follows:
If a customer makes a complaint to the CFA in relation to an account or an agreement with us, the CFA shall, in the first instance, refer the complaint to one of our senior executives, for consideration. If the complaint is not resolved to the customer’s satisfaction, unless the customer wishes to refer the complaint to Financial Ombudsman Service (see below), the CFA (through an appropriate representative) shall endeavour to conciliate between the parties to restore communication between the parties where this has broken down. The CFA shall accept, for conciliation, complaints made against members and subsidiary companies of members.
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 CFA, you can ask the Financial Ombudsman Service for an independent review. You should contact the Financial Ombudsman Service within six months of receiving the final response from us.
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 Bureau of the Inspector General for the Protection of Personal Data at http://www.ico.gov.uk/complaints.aspx. 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 08456 306060 or 01625 545745.
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Post: Cheque Centres Limited, Ratho Park, Station Road, Newbridge, Edinburgh, EH28 8QQ
Tel: 0131 442 7000
Post: Consumer Finance Association, 46 Brook Street, Chester, Cheshire, CH1 3DZ
Tel: 01244 505545
Post: Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Telephone: 0845 080 1800
Fax: 020 7964 1001