# Complaints Procedure Source: https://www.cashbookfinance.co.uk/complaints Last updated: 2026-10-29 Publisher: Cashbook Finance Limited > Learn how to raise a complaint with Cashbook Finance, what information to provide and how your concerns will be reviewed and answered. [← Back to home](https://www.cashbookfinance.co.uk/) Policy and governance FRN 782472 ## Complaints How to raise a concern, and how we’ll handle it. Current published version: **August 2026** [Contact the team](https://www.cashbookfinance.co.uk/contact) · [Book a call](https://www.cashbookfinance.co.uk/book-call) 2 sections Nothing on this page matches. [Contact the team](https://www.cashbookfinance.co.uk/contact) and we will answer directly. On this page - How to complain - What happens next - If you’re still not satisfied [Book a call](https://www.cashbookfinance.co.uk/book-call) · A director, about 15 minutes. ### Raise the issue Email, call or write with the facts, impact and the outcome you are seeking. ### 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. 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 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. [Contact the team](https://www.cashbookfinance.co.uk/contact) Need help? ### Questions about this page? Our team answers by phone or email. Funding requests start with a short application. [Contact us](https://www.cashbookfinance.co.uk/contact) · [Book a call](https://www.cashbookfinance.co.uk/book-call) --- Cashbook Finance. Cashbook Finance Limited is registered with the Financial Conduct Authority under Firm Reference Number 782472. Company number 10723098. Registered office: Cumberland House, 24–28 Baxter Avenue, Southend-on-Sea, Essex SS2 6HZ. Registered with the Information Commissioner’s Office under reference ZB545200. All finance is subject to eligibility, satisfactory due diligence, credit approval and agreed terms. Invoice finance, trade finance and bridging finance may not be suitable for every business. The availability, structure, amount, pricing, fees, security requirements and completion timescales of any facility will depend on the applicant’s circumstances, the quality of the supporting evidence provided and our assessment of the proposed transaction. Any figures, examples, rates or timescales shown on this website are for illustrative purposes only and do not constitute an offer, commitment or guarantee of finance. Terms and conditions apply. Bridging finance is secured against property. Your property may be repossessed if you do not maintain repayments on a loan secured against it. Applicants should obtain independent legal, financial and tax advice where appropriate.