Our Complaints Procedure
This document sets out how we respond to complaints about our products and services. This process applies to complaints received by DTW Associates Limited, trading as Cash & Cheque Express.
You can register a complaint with us:
- By Post:
- The Complaints Manager, DTW Associates Limited, Unit 2 Rycote Court, 23-25 Buckingham Street, Aylesbury, Buckinghamshire, HP20 2LA
- By email
We will try to resolve your complaint by the end of the next business day after the day we receive it (which does not include weekends). We will look into the cause of your complaint and we will discuss how we propose to resolve this with you. Where you agree with the solution we propose, we will mark your complaint as closed.If we cannot resolve your complaint by the end of the next business day after the day we receive it, we will send you an acknowledgement, within 5 working days of receipt, to let you know that we are dealing with it. Our acknowledgement will include a reference number if you need to contact us about your complaint. We aim to resolve all complaints within eight weeks, but would hope to do this sooner. During this period, we may contact you about your complaint and ask you to provide more information. When we have completed our investigation we will issue a final response which sets out how we have investigated your complaint and our conclusion. In this letter we will tell you if we have upheld your complaint or not. If we have upheld your complaint we will set out what we propose to do to resolve it to your satisfaction. If you disagree with our findings, you can refer your complaint to the Financial Ombudsman Service (FOS). We will provide you with a leaflet that includes contact details for the FOS. You can contact the FOS if you are unhappy with the outcome of your complaint with us and you wish to take it further. If we cannot resolve your complaint within eight weeks, we will write to you to tell you when we expect to be able to do this. We will provide you with a FOS leaflet at this point so you can contact them if you are unhappy with the way we have investigated your complaint and you wish to take it further. We will, however, continue to investigate your complaint.
If you wish to contact the Financial Ombudsman Service at any time, you can do this at Exchange Tower, London E14 9SR. Tel 0800 023 4657*.
*Calls to this number are now free on mobile phones and landlines