The Money Shop
The Money Shop - Store Finder
Foreign Currency
Cash Club
Consumer Finance Association Lending Code for Small Cash Advances
Founders of the Consumer
Finance Association

www.cfa-uk.co.uk

Contact Us

If you would like to contact The Money Shop then please use of the options below.

In Store

Use our Store Finder to locate the nearest store to you

Phone

Call us on 0843 309 39 39*
Lines Open: Monday to Friday 8:00am - 8:00pm and Saturday 9:00am - 5:30pm.

* Calls may be recorded for training and monitoring purposes. Calls to this number will be charged at a local rate and calls from mobiles may be considerably more. Contact your mobile provider for charges

By email

moneyshopinfo@dfguk.com. To protect your personal information we would suggest you follow our policy of not sending any details of a personal or sensitive nature by email.

Letter

If you wish to write to us our head office address is:-

The Money Shop Head Office
Castlebridge Office Village
Kirtley Drive
Castle Marina
Nottingham
NG7 1LD

Public Liability and Employers Liability insurance claims

Please email: UK.Insuranceclaims@dfguk.com

Complaints

How to make a complaint

Our Commitment to You

We take great pride in our friendly approach to financial services and meeting the needs of our customers. In order to ensure that we continually meet the highest levels of service, we are committed to listening to your feedback and resolving any issues you may have, wherever we can.

If you are not satisfied with our service, we would like you to tell us your concerns. You can contact us by any of the following:

In Store

Visit your local store

By phone:

Contact our Customer Care Line on 0844 8226133*. Lines Open: Monday to Thursday between 9:00am - 5:00pm, Friday 9:00am - 6:00pm and Saturday 9:00am - 3:00pm.
* Calls may be recorded for training and monitoring purposes. Calls to this number will be charged at a local rate and calls from mobiles may be considerably more. Contact your mobile provider for charges.

By email

moneyshopinfo@dfguk.com. To protect your personal information we would suggest you follow our policy of not sending any details of a personal or sensitive nature by email.

Or write to us at:

Customer Relations Unit
The Money Shop Head Office
Castlebridge Office Village
Kirtley Drive
Castle Marina
Nottingham
NG7 1LD

What happens next

1. If you contact us about any concerns and if we have been unable to resolve your complaint by the end of the following business day after we have received it, we will send you a letter to acknowledge receipt of your complaint. We will consider all factors you have raised and we may need to contact you for further information.

2. We will try to resolve your concerns as soon as we can and let you know what we are going to do to reach a satisfactory conclusion. Where we cannot resolve matters immediately, we will carry out an investigation and this will be detailed in a response letter to you. This letter is called the "Final Response".

3. The Final Response should be sent to you within 8 weeks from receipt of your complaint. If, we are not able to issue a response by this time, we will send you an update and let you know how you can refer your complaint to the Financial Ombudsman Service should you wish to do so. We will also enclose a leaflet explaining this process or for more information, please refer to www.financial-ombudsman.org.uk. However, in the meantime we will continue with our investigation and issue the Final Response as soon as possible.

Escalating a complaint

If at any stage during our investigation you would like to escalate the complaint further, please let us know.

If your complaint relates to a Short-Term Loan, we are members of the Consumer Finance Association (CFA) who can also assist you. The CFA can be contacted in writing at the following address:
Consumer Finance Association, 78 Pall Mall, London, SW1Y 5ES

We are also members of the National Association of Pawnbrokers. Copies of their Codes of Conduct may be obtained from us.

What if you remain Dissatisfied?

If you are still dissatisfied after receiving the Final Response letter and if your complaint relates to the provision of credit or Western Union money transfer; you can refer your concerns to the Financial Ombudsman Service for an independent review.

You must refer your complaint to the Financial Ombudsman Service within 6 months of receiving our Final Response.

Their contact details are:
The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London E14 9SR

Telephone: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk


Financial Difficulties

Financial difficulties

If you have a loan outstanding with us and are experiencing financial difficulty then please contact us right away on 0800 3161414*. Please talk to us as there may be ways in which we can help you.

If you don't contact us and miss your repayment then you could incur a default fee and default interest as a result. Late payment could also negatively impact your credit rating and affect your ability to borrow from us and other lenders in the future.

You can also get free money and/or debt advice from debt charities like:

Step Change Debt charity
www.stepchange.org
0800 1381111

Citizens Advice
www.adviceguide.org.uk
To find your local office, look in your phonebook

National Debtline
www.nationaldebtline.co.uk
0808 808 4000

Money Advice Service
www.moneyadviceservice.org.uk

*Calls may be recorded for training and quality purposes. Call charges are free when calling 0800 3161414 from a landline but if you are calling from a mobile, you may be charged by your network supplier.

Citizens Advice Scotland
www.cas.org.uk
(0808 800 9060)

 
 
© 2014 Instant Cash Loans Ltd. All rights reserved.
The Money Shop is a trading name of Instant Cash Loans Ltd who are authorised and regulated by the Financial Conduct Authority in relation to credit-related activities
Registered in England as Instant Cash Loans Ltd. Registered Number 2685515. Registered address 6th Floor, 77 Gracechurch Street, London, EC3V 0AS. VAT Number 896 1022 16.

QUICK LINKS:  Cheque Cashing | Short-Term Loans | Short-Term Loan Fees and Charges | Short-Term Loans FAQ's | How to make a complaint | Pawn Broking
Foreign Currency | Gold to Cash | Money Transfer | Titanium MasterCard® | About Us | Store Finder | Contact Us | TV Commercials
Privacy Policy | Careers | News Archive | Sitemap | Accessibility


Please refer to our privacy policy for information about our use of cookies. By continuing to use our website you will be consenting to the use of cookies as outlined in that policy. [x]