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Cashlady speaking to people on the street regarding financial emergencies

Complaints Handling Procedure:

At Money Gap Group Limited, we always endeavour to provide the best service we can to our customers. It is important from this point of view that we are aware of any problems you may have in using our websites and services, or any complaints you may have in relation to any of our operations.

How do I make a complaint?

If you have a complaint, you may communicate your complaint to us in a number of ways:

By Email:

By Telephone: 020 8164 1244

By Post: Customer Complaints,
Money Gap Limited,
14 Grays Inn Rd

If you are making a complaint, it is important that you provide us with as much detail as possible. We may need to ask you to verify your identity, which will be done by telephone or by letter.

What can I expect?

As we are a Licensed Credit Broker, we are governed by the jurisdiction of the Financial Ombudsman Services (FOS) when dealing with customer complaints. As a result of this, you can expect to have your complaint handled in the following manner:

Cashlady is a licenced FCA approved credit broker

1.   Upon receiving your complaint, we will do our best to resolve the complaint by the close of business the following day. In order to assist us deal with your complaint swiftly, it is best that you provide a daytime telephone number when making your complaint.

2.   If we do not resolve your complaint by the close of business the following day, we will write to you within 5 days of this time elapsing. This initial letter will set out the following:
a. the name and contact details of the individual dealing with your complaint,
b. a summary of your complaint as we understand it, and
c. a breakdown of the complaint procedure going forward

3.   Upon sending the letter, we will commence a thorough Management Investigation into the complaint raised by you. The FOS sets an 8 week period for Companies to conduct a Management Investigation and provide a Final Written Response to the complainant. We will make all efforts to investigate your complaint sooner than this, but depending on the complexity of the complaint this may not be possible. We will endeavour to keep in contact with you on a regular basis as we attempt to resolve the matter.

4.   Once the investigation is complete, a Final Written Response will be sent to you from Money Gap Group Limited that will provide you with a summary of our investigation and our decision in the matter. This will also include a copy of the Financial Ombudsman Services’ explanatory booklet.

What if I am not happy with how my complaint has been handled or resolved?

If at this stage you are dissatisfied with the outcome of our investigation, you have the right to take your complaint to the Financial Ombudsman Service (FOS). If you wish to refer this matter to the FOS, you must do so within six months of the date of the letter or you may lose the right to refer the complaint.

You may contact the FOS at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E13 9SR
Telephone 020 7694 1000

For further contact details of the Financial Ombudsman Service, please visit:

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