Complaints Policy
We are sorry that you have felt the need to find this page. Cash Genie is committed to providing an excellent customer service experience and we take all valid 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.
HOW DO I COMPLAIN?
Our terms and conditions can be viewed here. It is recommended to review these before lodging a complaint.
In the first instance please call us on 0845 956 9848 to discuss your concerns with a Manager. Alternatively, login to your Cash Genie member account and fill out the complaints form.
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.
If you have any correspondence or any other files that you feel are relevant to your complaint please attach them to the form.
HOW IS MY COMPLAINT HANDLED?
We will acknowledge your complaint by the end of the next business day following the day we receive your completed complaint form, with a view to resolving your complaint within 48 hours. Some complaints may need thorough investigation and, in these circumstances, your complaint may take up to 5 working days to resolve.
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, who is dealing with your complaint and give you a realistic time frame for resolving your complaint.
Within 4 weeks of receiving your complaint, 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).
Cash Genie
2 Reavell Place
Ipswich
IP2 0ET
[email protected]
WHAT IF I'M STILL NOT SATISFIED WITH THE 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 BCCA (British Cheque and Credit Association) which is our Trade Association and acts on our behalf. Please CLICK HERE for their website. The BCCA 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 BCCA does not hear from you within 8 weeks of the date of the 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 BCCA's final response. Please CLICK HERE for the FOS website.
CONTACT DETAILS
The British Cheque and Credit Association Chief Executive BCCA Portal Business Centre Dallam Court Dallam Lane Warrington WA2 7LT Tel: 01925 426 090 Email: [email protected]The Financial Ombudsman Service The Financial Ombusman Service South Quay Plaza 183 Marsh Wall London E14 9SR Tel: 0845 080 1800 or 0300 123 9123 Email: [email protected]
