Cash Pug

How to file a complaint

Our customers should always expect the highest levels of service and care from us, but we understand that things don't always go as planned. In the unlikely event that you are dissatisfied with our service or believe you have been treated unfairly, we want to hear from you right away.

We have an internal complaints handling procedure that is detailed below for you so that we can resolve your complaint quickly and ensure that you speak to the right person

Please contact our compliance department with a detailed description of your complaint and your contact information

Email: [email protected]

Write to: The Complaints Manager, Cash Pug, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom.

Response time

Our team has been trained to assist you with any issues you may be experiencing. Most issues can usually be resolved the following business day. If we are unable to do so, we will acknowledge your complaint within three working days of receiving your communication.

Some complaints necessitate an internal or external investigation, which may prolong the resolution time. If we need to investigate your complaint further in order to respond fully, we will notify you and keep you up to date. Please keep in mind that complex complaints may necessitate a thorough investigation. We will send our final response as soon as possible, but no later than eight weeks after receiving your complaint. We regret that not all complaints can be resolved to the customer's satisfaction.

Financial Ombudsman Service

If you are dissatisfied with our response to your complaint, you may appeal to the Financial Ombudsman Service (FOS). The FOS website is www.financial-ombudsman.org.uk. Please contact the FOS within six (6) months of receiving our final response.

Please ensure that you are contacting the FOS about the correct party. We are a brokerage firm, not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Please contact us if you have any questions about the identity of your lender.

• FOS website: help.financial-ombudsman.org.uk/help
• Email: [email protected]
• Phone (free): 08000 234 567 (calls to this number are now free on mobile phones and landlines)
• Phone: 03001 239 123 (calls to this number cost no more than calls to 01 and 02 numbers)

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

• Phone (free): 0800 111 6768
• Phone: 0300 500 8082

Our loans

Cash Pug is a registered trading name of William Ellis Sinclair, which is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 688026. William Ellis Sinclair is registered in England and Wales (Company number 09225672), with a registered office located at Platinum House, Suite 5, 23 Hinton Rd, Bournemouth BH1 2EF. Licensed by the Information Commissioner's Office under registration number: ZA128431. Cash Pug is not a lender and does not make credit decisions. Cash Pug matches customer applications with lenders in our network based on the information provided, in exchange for a commission paid by the lender for advertising services provided. There is no guarantee that you will be accepted by a lender or that you will be offered terms suitable for your financial needs. Not all lenders will be able to provide amounts up to £2,500. The time required to process and transfer the loan varies by the lender. This website does not directly endorse any particular product or service. Any information on this site should serve as opinion only. As a condition of extending credit, some lenders you may be matched with may run a credit check from a credit reference agency. Late or missed payments may be subject to increased fees and/or interest rates.

Our website

We cannot guarantee that our website will be available all of the time or that the content on the site is accurate.