Complaints procedure

We take every complaint seriously. Here’s how we handle them.

Step 1 — Contact us first

Please get in touch and give us a chance to resolve your complaint directly:

Please include your full name, loan reference number (if applicable) and a clear description of your complaint. We acknowledge all complaints within 3 business days.

Step 2 — Our investigation

We aim to resolve all complaints within 8 weeks. If we are unable to resolve within 8 weeks, or if you are unhappy with our final response, we will explain our position clearly and confirm any internal next steps. Financial Ombudsman Service jurisdiction does not apply to Cash Train unregulated lending. If you remain dissatisfied after our final response, you may seek independent legal advice or contact Citizens Advice for free guidance.

Independent debt support

If your complaint relates to repayment difficulty or affordability, free debt guidance is available from MoneyHelper and other independent charities.

EU Online Dispute Resolution

The European Commission’s Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr for complaints by EU consumers (where applicable).

Common questions

Complaints FAQ

Email [email protected] with your full name, loan reference number and a description of your complaint. You can also send a secure message through your client account. We acknowledge all complaints within 3 business days.
We aim to resolve all complaints within 8 weeks. If we cannot resolve within 8 weeks, or if you are unhappy with our final response, we will clearly explain our position and any next steps available to you.
No. Cash Train is an unregulated lender — Financial Ombudsman Service jurisdiction does not apply to your loan agreement. If you remain dissatisfied after our final response, you may seek independent legal advice or contact Citizens Advice.
MoneyHelper (moneyhelper.org.uk or 0800 138 7777), StepChange (stepchange.org) and Citizens Advice (citizensadvice.org.uk) all provide free, confidential, independent financial and debt guidance.
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