We are sorry that you have felt the need to find this page. Ariste Holding Limited trading as Cash Genie is committed to providing an excellent customer service experience and we take all complaints seriously.
Not only do we want the opportunity to resolve your complaint, we want to ensure that your concerns, if at all avoidable, are not experienced by you or any other customer again.
Our terms and conditions can be viewed here. It is recommended to review these before lodging a complaint.
In the first instance, should there be any expression of dissatisfaction, please call us on 0800 046 8121 or 01473 200 101 to discuss your concerns with a Manager. Alternatively, you can lodge a complaint by logging in to your Cash Genie account and completing the complaints form in the “lodge a complaint” section of the member’s area. You can also write to us at Ariste Holding Limited, 2 Reavell Place, Ipswich, Suffolk, IP2 OET.
To ensure a speedy resolution it would be helpful to our investigation if you could give as much information as possible when completing the form. Please include any relevant dates, times and the names of any of our staff that you have previously dealt with.
We will do our best to resolve your complaint by the end of the next business day. Some complaints may need thorough investigation and, in these circumstances, if we are not able to respond fully within this time period we will contact you and tell you why we haven’t been able to resolve your complaint and who is dealing with your complaint.
Within 4 weeks of receiving your complaint, we will reach a decision. You will be notified by email and a letter will be sent to you outlining our decision and explaining that you will have ultimate recourse to The Financial Ombudsman Service (FOS).
We do hope that you will be satisfied with our response.
If you are not satisfied with our response or the way in which we have handled your complaint, you can refer your complaint to the CCTA which is our trade association and acts on our behalf. The CCTA will provide you with a final response within 4 weeks of receiving your complaint and will enclose a leaflet from the FOS to assist you if you decide to pursue this further course of action.
If the CCTA does not hear from you within 8 weeks of the date of our letter outlining our decision, we will regard the complaint as closed.
If your complaint is still not resolved to your satisfaction and you choose to request a review by the FOS, you should contact the FOS within 6 months of receiving the CCTA's final response.
You can also refer your complaint directly to the FOS if you don't want to send it to the CCTA.
The Financial Ombudsman Service
The Financial Ombusman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0300 123 9123
Email: [email protected]
Information regarding the service can be found on the Financial Ombudsman website: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
CCTA, Consumer Credit Trade Association
CCTA
Suite 4, The Wave,
1 View Croft Road
Shipley
West Yorkshire
BD17 7DU
Tel: +44(0)1274 714959
Email: [email protected]
