privacy policy
Cashlady speaking to people on the street regarding financial emergencies

Complaints Handling Procedure:

We aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our customers.

This guide explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

If you have a complaint

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us in writing at CashLady, Steam Mill Business Centre, Steam Mill Lane Chester CH5 3AN or via email customer.support@cashlady.com

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department you have been dealing with.

It will help us to deal with your complaint quickly if you can provide the following information:

  • Your full name, date of birth and address along with a daytime contact telephone number
  • The email address and mobile number used on your application (if applicable)
  • Full details of your complaint
  • Details of what you would like us to do to put things right
  • Photocopies of any relevant paperwork

We will try to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email or letter as appropriate, to confirm that your complaint has been resolved and to explain your next steps. If we are unable to resolve your complaint within this timescale we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you explaining why we have not yet resolved the complaint and indicating when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, at this time, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 - calls to this number are now free on mobile phones and landlines

Or 0300 123 9 123 - calls are charged at the same rates as 01/02 numbers on mobile tariffs

Or +44 20 7964 0500 if you are calling from outside the UK

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Representative 49.9% APR
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Amount borrowed: £1200 for 18 months
Number of repayments: 18
Interest rate p/a: 49.9% (variable)
Each repayment amount: £90.46
Total amount repayable: £1628.28
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CashLady.com is not a lender but is a fully regulated and authorised credit broker which introduces borrowers and lenders for the purposes of entering into short-term unsecured loan agreements. CashLady.com does not charge customers a fee for using its broker services, but it receives a commission from lenders or other brokers if a customer enters into a consumer credit agreement with a lender or broker following an introduction through this website. CashLady.com is a registered Trading Name of Digitonomy Limited, Registered in England and Wales (Company number 08385135), Registered Office; Steam Mill Business Centre, Steam Mill Street, Chester, Cheshire, CH3 5AN. Digitonomy Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 690249. Licenced by the Information Commissioners Office, (registration number ZA007309) *Once approved, your cash could be sent within 10 minutes. The time that it takes for the cash to be received in your account will depend on your bank’s policies and procedures. Loans available to over-18s only, subject to status © CashLady.com 2019