SureCash is a product of One Rectangle Limited. SureCash is not a lender and is not currently authorised or regulated by the Financial Conduct Authority (FCA) yet. Credit is provided by Fint Limited, not by SureCash or One Rectangle Limited.
1. How to complain
If you are unhappy with any aspect of our service, please contact us as soon as possible so we can try to resolve the matter.
Email: complaints@surecash.co.uk
Post: Complaints Team, One Rectangle Limited (SureCash), 82a James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE
Please include:
- Your full name and contact details;
- Your account or application reference (if applicable);
- A clear description of your complaint;
- What outcome you are seeking;
- Any supporting documents.
2. Our complaints process
Our complaints process:
- Acknowledgement: We will acknowledge your complaint promptly, usually within five business days.
- Investigation: We will investigate fairly and keep you informed of progress.
- Final response: We aim to send a final response within eight weeks of receipt. If we cannot resolve your complaint within eight weeks, we will explain why and outline any further options available to you.
3. Complaints about your loan
If your complaint relates to an active loan, repayments, or a lending decision made by Fint Limited, you may need to complain to them directly as the lender. We will help direct you to the correct party and cooperate with any joint investigation.
4. Data protection complaints
For concerns about how we handle your personal data, contact us first at complaints@surecash.co.uk. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.