Online Shopping & Auction Site | Cash Converters

Making a complaint

If you want to make a complaint about a Personal Loan, Cash Advance, or Pawnbroking Agreement you can contact us using any of the details below:

By email: complaints.uk@cashconverters.com

By telephone: 01928 737410

In writing: Cash Converters (UK) Ltd, Innovation House, Aston Lane South, Preston Brook, WA7 3FY

In person: To the local store, and speak to the Store Manager directly.

When you contact us please provide as much information as possible including:

  • Your name, address, and customer number
  • Details of the complaint, including stores, and individual concern
  • If you are emailing us, please do not supply any sensitive information such as debt card, or bank details

We take all complaints seriously and want to resolve all matters as soon as possible. All complaints are reviewed and investigated using all the information available. Once an outcome has been reached we will advise you of our outcome.

If we can resolve your regulated complaint within 3 working days following receipt, we will contact you by telephone to discuss the outcome, and send confirmation in the form of a “Summary Resolution” letter.

If we cannot resolve your regulated complaint within 3 business days, we will acknowledge your complaint in writing within 5 business days of receiving your complaint.

Your complaint will be fully investigated, and we may contact you if we need further information to support our investigation.

When we have reached a decision, we will contact you by telephone and send a “Final Response” within 56 days, along with a copy of the Financial Ombudsman Service explanatory leaflet.

If you are dissatisfied with our “Final Response” you have the right to refer your complaint free of charge to the Financial Ombudsman Service (FOS), within 6 months of receiving our “Final Response”. The contact details for FOS are:

Web:  http://www.financial-ombudsman.org.uk/

Telephone: 0800 023 4567

Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

If you want to make a complaint about a Layby, Buyback, Cheque Transaction, Purchase or Selling an Item you can contact us using the details below:

By email: complaints.uk@cashconverters.com

By telephone: 01928 737410

In writing: Cash Converters (UK) Ltd, Innovation House, Aston Lane South, Preston Brook, WA7 3FY

In person: To the local store, and speak to the Store Manager directly

When you contact us please provide as much information as possible including:

  • Your name, address, and customer number
  • Details of the complaint, including stores, and individual concern
  • If you are emailing us, please do not supply any sensitive information such as debt card, or bank details

We take all complaints seriously and want to resolve all matters as soon as possible. All complaints are reviewed and investigated using all the information available. Once an outcome has been reached we will advise you of our outcome by telephone.

If we can resolve your complaint within 3 working days following receipt, we will contact you by telephone to discuss the outcome. We may need to contact you if we need further information to help our investigation.

If we cannot resolve your complaint within 3 days due to the level of investigation required, we will aim to provide an outcome within 56 days.

Once a outcome has been reached we will telephone to advise the outcome.

Once an outcome has been provided this will be our final response.