Our Commitment to You

We want you to be completely happy with our products and service. That is why we are committed to listening to your feedback and resolving your complaints where we can.

Please Let Us Know If You Are Unhappy

Our dedicated Customer Service Team is available to discuss your account and is available from:

08:00 to 20:00 Monday to Friday

Their telephone number is 0191 450 0015.

How Can I Complain?

Please let us know if you are unhappy. Trusted Cash strive to provide excellent service at all times, but occasionally we may not always get things right the first time. If this is the case you can let us know:

By telephone:

If you are dissatisfied with our service for any reason and wish to let us know, please feel free to contact our dedicated Customer Service Team at 0191 450 0015 who will note your concerns and pass the details to the Customer Relations Department for a full investigation.

In writing:

Please address all written correspondence to:

Trusted Cash Limited
Stadium House Business Centre
Alderstone Road
Livingston
EH54 7DN

Alternately, you can email us at: service@trustedquid.co.uk

Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.

What We Will Need From You

To help us investigate and resolve any issues or concerns that you may have please, provide the following information:

  • Your full name, address, date of birth, credit agreement number, and a daytime telephone number
  • Full details of your concern
How Long Will It Take?

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you to tell you:

  • Who is dealing with your complaint
  • When we will contact you again

We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. We will send you our full response within eight weeks of receiving your complaint.

If what you're complaining about happened more than six years ago and you complain more than three years after you realise (or could have realised) there's a problem, we may reject the complaint without considering the merits. In exceptional circumstances, we may consider waiving this time limit. We will inform you for our decision regarding this in our final response.

  • We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can refer your complaint to the CSA which is our Trade Association that acts on our behalf.
  • Our letter will explain that you may also complain to the Financial Ombudsman Service if you remain dissatisfied after you receive our final response (see below)
  • The CSA will investigate your complaint and will provide you with a final response within four weeks of receiving notification of your continuing dissatisfaction. Please note that your right to complain to the CSA are separate from and run parallel to your right to complain to Financial Ombudsman Service.
For your reference, here is the contact information of our Trade Association:

CSA

Website: http://www.csa-uk.com

Telephone: 0191 217 0775

Address:

Credit Services Association

2 Esh Plaza
Sir Bobby Robson Way
Newcastle-upon-Tyne
NE13 9BA

If You Are Not Satisfied

If you are dissatisfied with the way in which we have dealt with your complaint, you will have ultimate recourse to the Financial Ombudsman Service. We will enclose a leaflet from the Financial Ombudsman Service in our final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving our final response to your complaint.

You should know that you can raise the issue at the European Commission’s online dispute resolution platform. Details can be found at www.ec.europa.eu/consumers/odr/. If you do raise a complaint on this platform, you will be referred to the Financial Ombudsman Service.

Please be advised that you can turn to the Financial Ombudsman Service without first referring the complaint to our trade associations.

The Financial Ombudsman Service can be contacted at the following:

Financial Ombudsman Service (FOS)
Exchange Tower
Harbour Exchange Square
London
E14 9GE
Telephone: 0845 023 4567
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Trusted Cash Limited

Stadium House Business Centre Alderstone Road Livingston EH54 7DN

Telephone: 0191 450 0015

Fax: 020 7023 4917

Email: service@trustedquid.co.uk