Customer Complaints

Should you be unhappy with any aspect of our service you can report complaints in reference to Fresh Cash via email at

Upon receipt we will do our best to resolve the problem via email response by the end of the next business day. If we can't do this, we will send you a prompt written or electronic acknowledgement of your complaint with information on who is dealing with it.

We will negotiate with you and send you our full Final Response within eight weeks of receiving your complaint. If you are not satisfied with our response, you may appeal the decision via email at We ask you to please state your objections to the previous decision and include any new evidence to be considered.

Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. Should you be dissatisfied with our Final Response, you can ask the Financial Ombudsman Service for an independent review.

You have six months from the date of our Final Response letter to take your complaint to the Financial Ombudsman Service and we will enclose a leaflet (or provide you with a link to the leaflet) for your information to assist you if you decide to pursue this further course of action. You can contact them at:


Contact Details The Financial Ombudsman Service Exchange Tower London E14 9SR Tel: 0300 123 9 123