Complaints
How to raise a concern, and how we'll handle it
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.
Email info@cashbookfinance.co.uk →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
If we can't resolve your complaint to your satisfaction and you are an eligible complainant — which can include consumers and some smaller businesses — you may be able to refer it to the Financial Ombudsman Service free of charge. You can contact them at financial-ombudsman.org.uk, on 0800 023 4567, or at Exchange Tower, London E14 9SR. We'll let you know in our final response whether your complaint falls within their remit.