Raise the issue
Email, call or write with the facts, impact and the outcome you are seeking.
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Policy and governance
Complaints
How to raise a concern, and how we'll handle it
Investigation
The concern is acknowledged, assessed and answered in writing.
Escalation
Any relevant Financial Ombudsman Service route is explained in the final response.
We aim to provide a straightforward, professional service — but if something hasn't gone as it should, we want to know so we can put it right. We take every complaint seriously and will handle it promptly and fairly.
How to complain
The quickest way to reach us is by email at info@cashbookfinance.co.uk. You can also call us on 020 3239 0699, or write to us at Cashbook Finance, Hay's Galleria, London SE1.
To help us resolve things quickly, please include your name and business, the best way to contact you, what went wrong, and how you'd like it put right.
Email your complaint
We'll acknowledge it and get straight to work.
The fastest route is a quick email to our team.
What happens next
We'll acknowledge your complaint promptly and look into it properly. We'll aim to resolve matters as quickly as we can and keep you updated, and we'll send you a written final response setting out our findings. In line with regulatory good practice, we work to provide a final response within eight weeks of receiving your complaint.
If you're still not satisfied
Depending on the complainant, the product and the circumstances, the Financial Ombudsman Service may be able to consider the complaint. Eligibility can include consumers, personal guarantors and some smaller businesses, charities or trusts, but jurisdiction is determined under the applicable rules by the Financial Ombudsman Service—not by this website. Our final response will explain the escalation route we understand to apply and the relevant time limit. The service is free to eligible complainants. You can contact it at financial-ombudsman.org.uk, on 0800 023 4567, or at Exchange Tower, London E14 9SR.
This wording does not create or extend Financial Ombudsman Service rights where its jurisdiction does not apply.