Complaints Procedure

Your satisfaction is our priority

If you are not satisfied with any aspect of our service, we would like you to tell us your concerns.

You may contact us in any way which is convenient to you, whether by telephone in writing or by email. Should you wish to contact us in relation to any complaint, our details are as follows:

By phone: +44 203 757 1933

By letter: 2a Highfield Avenue, London, NW11 9ET

By email:

If your complaint involves a short term loan you have taken you should follow the procedure detailed below:

Upon receipt of your complaint we will do our best to resolve your complaint within 7 working days.

As a matter of course we will always provide you with FOS contact details and our complaints procedure upon prompt receipt of your complaint. This will be done by email unless otherwise requested.

If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated.

We will send you our final response as soon as possible but within eight weeks of receiving your complaint.

Our final response will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. You should contact the Financial Ombudsman Service within six months of receiving our final response.

Our trade association, the CCTA, runs a conciliation service and any complaints can also be emailed to, this is optional and can be sent before referring your complaint to the FOS within the eight week time frame.


Financial Ombudsman Service (FOS)

Exchange Tower
Harbour Exchange
E14 9SR
Tel: 0800 023 4567

We strive to continually offer a high level of customer service and will do everything we can to ensure your complaint is dealt with to your satisfaction.