Complaints Process

Although we aim to provide you with the highest standards of service, there may be occasions when our service or advice does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing by email to customers@zipcash.co.uk or in by post using the below address:

Bas Digital Limited
Customer Complaints
20th Floor, Central Tower, Queens Road Central, Central, Hong Kong

We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing).

Your concerns will be fully investigated and a detailed response (‘decision letter') issued within eight weeks of receiving your complaint.

Should you have any concerns in the meantime you should contact the customer services department using this email address customers@zipcash.co.uk

In the unlikely event that no response is provided by us within the eight-week period you are entitled to refer your complaint to the Financial Ombudsman Service.

If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service

Exchange Tower, London, E14 9SR

If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not.

Please note

You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman. There are certain types of complaint that are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0300 123 9123 to discuss your complaint. You can also visit their website http://www.financial-ombudsman.org.uk for more information.
zipcash.co.uk

Representative 49.9% APR

Representative example: Amount of credit: £1200 for 18 months at £90.46 per month. Total amount repayable of £1628.28 Interest: £428.28. Interest rate: 49.9% pa (variable). 49.9% APR Representative

Rates from 45.3% APR to 1575% APR - we provide a no obligation quote, your APR will be based on your personal circumstances.

Company Registered Number 2857244 | Financial Services Register Number 826926 | ICO Registration Number ZA539190. ZipCash is a trading name of Bas Digital Limited. Registered office: 20th Floor, Central Tower, Queens Road Central, Central, Hong Kong. Licenced by the Information Commissioners Office, (registration number ZA539190). Bas Digital Limited (FCA reference number 826926) is an Introducer Appointed Representative of Nouveau Finance Limited. Nouveau Finance Limited is authorised and regulated by the Financial Conduct Authority, entered on the Financial Services Register under reference number 727348, and licensed by the Information Commissioner’s Office under reference number ZA539190.

ZipCash does not make credit decisions and is not a lender. ZipCash introduces customers to Nouveau Finance Limited, who match customer’s loan applications with lenders on their panel, based on the information you provide. ZipCash may receive commissions for introductions. This website does not directly endorse a particular product or service. Information on our website should be taken as opinion only. Loans for UK based customers only.

Loans are subject to status and satisfactory affordability checks. Over 18’s only. Default charges may apply if you do not repay on time. Short term loans are not suitable for longer term borrowing needs.

CONSUMER ADVISORY: ZipCash is a loan matching service. This website will submit the information you provide to a direct lender. Upon a loan approval, a direct lender may require further information from yourself which will be collected after we transfer you to their website or they may contact you via phone or email or both.

AUTO DECISIONING: Auto Decisioning allows lenders to make a decision on your loan application without the need for human interaction, for more information please contact your lender or see their privacy policy.

(*) Once approved, your cash could be sent within 10 minutes. The time that it takes for the cash to be received in your account will depend on your bank’s policies and procedures.

(**) ZipCash will not perform a credit check, lenders will complete a soft search when assessing your eligibility for a loan. A hard check will be performed if you accept the loan offer.

(ˆ) If a lender match is made, an application may still be subject to credit checks and affordability assessments in line with responsible lending.

© Copyright ZipCash 2019. All Rights Reserved.