The Money Shop
The Money Shop - Store Finder
Foreign Currency
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 one of the options below.

In Store

Use our Store Finder to locate the nearest store to you

Phone

Call us on 0330 024 0704*
Lines Open: Monday - Saturday 9.00am - 5.30pm

* Calls to this number may be charged according to your network provider.

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 want you to be completely happy with our products and service and we are committed to listening to your feedback, resolving any issues wherever we can.

If you are not happy with our products or service, please tell us your concerns by contacting us via:

  • Telephone our Customer Care Line on: 0330 024 0704* (option 3)
    Lines are open Monday to Saturday between 9:00am - 5:30pm
  • Email: moneyshopinfo@dfguk.com
  • Write to: Customer Relations Unit, The Money Shop, Castlebridge Office Village, Kirtley Drive, Castle Marina, Nottingham, NG7 1LD
What happens next

1. If you contact us and we have been unable to resolve your complaint immediately, the Customer Relations Unit will send you a letter to acknowledge receipt of your complaint. We will consider your comments and may need to contact you for further information.

2. We will try to resolve your concerns straightaway and let you know what we are going to do to put things right. Where we need more time, we will investigate and provide you with a written response which is called a "Final Response". You will also receive a leaflet explaining how you can ask for an independent review of your complaint by the Financial Ombudsman Service.

3. The Final Response should be sent to you within 8 weeks from receipt of your complaint.

4. If we cannot send you a "Final Response" within 8 weeks, we will let you know that we are still investigating and advise you of your referral rights for the Financial Ombudsman Service.

Escalating a complaint

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

  • Telephone: 0843 1780204*
  • Write to: Customer Relations Unit, The Money Shop, Castlebridge Office Village, Kirtley Drive, Castle Marina, Nottingham, NG7 1LD
  • Email: customer.relations@dfguk.com

We are also members of the National Association of Pawnbrokers. A copy 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 your complaint is about the provision of consumer credit or a Western Union money transfer; you can ask 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:

* Calls to these numbers may be charged according to your network provider and are recorded for training/ monitoring purposes.


Financial Difficulties

Financial difficulties

If you have a loan outstanding with us and are experiencing financial difficulty then please contact us right away on 0330 024 0704*. Please talk to us as there may be ways in which we can help you.

Late payment could 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 to these numbers may be charged according to your network provider.

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

 
 
© 2015 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 and Wales as Instant Cash Loans Ltd. Registered Address: 6 Bevis Marks, London, EC3A 7BA. Registered Number: 2685515. VAT Number 896 1022 16.

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