We value your feedback as it allows us to improve our products and services to all/our customers. If you think that we could have served you better, please let us know.
This document explains how you can contact us to raise a complaint against any aspect of the Cashflows service and how we will work with you to resolve it.
Cashflows has established an internal complaints procedure to make sure that your complaint is handled efficiently.
Your first point of contact should be with Cashflows Customer Service who will listen to your complaint and work with you to resolve it. Customer Service is available between 9am and 5pm Monday to Friday.
Information which will help us
To make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you provide us with the following information:
Your name, address and account number
A clear description of your concern or complaint
Details of what you would like us to do to put it right
Copies of any relevant documents, for example emails sent by or to you or screen shots which will show us a specific issue
An email address and a daytime telephone number where we can contact you
We need to understand exactly what the problem is, so the more information you can provide the better.
How to contact us
By telephone: +44 (0)1223 550 920
By email: email@example.com
11-12 Hanover Square
What will Cashflows do
At Cashflows we endeavour to provide the best service possible. As a result, when we receive a complaint we will ensure we do the following:
Acknowledge your complaint promptly
Let you know who will handle your complaint and how you can contact them
Supply you with a reference number to help us locate your complaint swiftly
We will aim to resolve your complaint within 15 business days. However, if there are extreme circumstances which are beyond our control, we will contact you to explain and advise you of our expected timescale. In such circumstances, we will ensure that we reach a resolution within 35 business days.
The PSRs 2017 require Cashflows to provide information about the availability of alternative dispute resolution (ADR) procedures for payment service users and how to access to them as part of their pre-contractual information. Cashflows do not offer any other form of ADR other than the referral to the Financial Services Ombudsman. For a list of eligible complainants please click here.
What if you are not happy with our response?
Cashflows aims to resolve all complaints as quickly as possible, and to the satisfaction of our customers. However, if you are not fully satisfied with the outcome of your complaint or if 35 business days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.
You must contact them within six months of the date of any final response issued. To see if you are eligible to complain to the FOS, please click the link below.
How to contact the financial ombudsman service
Financial Ombudsman Service
Telephone 0800 023 4587
Calls to this number are now free on mobile phones and landlines.
0330 123 9123
Calls to this number cost no more than calls to 01 and 02 numbers.
+44 20 7964 1000
Calls from outside the UK
For more information, you can view the Financial Ombudsman Service consumer leaflet.