Complaints procedure

Cashoot

Cashoot Complaints Procedure:

If you wish to make a complaint about a Pawnbroking agreement (see further down for complaints about non pawnbroking agreements), you are able to get in contact with us in a number of ways:

  • In branch at our Headquarters: Cashoot HQ, 42 Old London road, Kingston KT2 6QF
  • info@cashoot.com
  • 0208 549 5200
  • In writing to the above address.

We always aim to respond and resolve a complaint within 72 working hours. If we are unable to do so during this time period, we will acknowledge your complaint in writing, letting you know we have received it and we are working on resolving it. We will also include a copy of this Complaints Procedure. We will keep you updated on how we are investigating and working to resolve the complaint. We will always aim to provide you a complete and final response within 56 days of receiving any complaint.

We will also remind you of your right to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk

When we have finalised our investigation into your complaint, we will issue our Final Response letter.

Our Final Response letter will:

  • Be fair, clear and not misleading;
  • Confirm details of our investigation and decision; and
  • if relevant, include any offer of remedial action or the appropriate level of redress (or both).
  • And any next steps

If you're unhappy with our decision and wish to take it further, you can ask the Financial Ombudsman Service (FOS) to look at your complaint. This is a free, independent service for resolving disputes. If you decide to refer your complaint after we've issued our Final Response, you should do so within 6 months of the date on our Final Response letter.

Although you can refer your complaint to the FOS at any time, they will require our consent to investigate complaints where:

  • we haven't had the chance to put things right
  • we haven't exceeded the 56-day timescale and haven't yet issued our Final Response letter

If your complaint can be resolved within 72 hours, 3 working days, we will send you a Summary Resolution Communication Letter to advise you how we have resolved the complaint, any further actions we are to take or the appropriate level of redress (or both), and again we will refer you to the Financial Ombudsman Service if you are not satisfied with our handling of the complaint.

An explanatory FOS leaflet will be provided.

If you wish to make a complaint about a buyback, sale, purchase or anything else.

Please contact us on details below and we will endeavour to respond in 3 working days and resolve the issue as quickly as possible.

  • In branch at our Headquarters: Cashoot HQ, 42 Old London road, Kingston KT2 6QF
  • info@cashoot.com
  • 0208 549 5200
  • In writing to the above address.

Thank you,
The Cashoot Team.