I work within the Customer Services Department at Cash Finance Direct and after reading your posts I wanted to take the opportunity to answer some of the questions which have been raised.
ARE CASH FINANCE DIRECT A LEGITIMATE COMPANY?
Cash Finance Direct Limited, trading as Horizon Finance, is a master finance broker who helps individuals to arrange loans. We do not lend the money ourselves, but take your details through our telephone service, and pass them on to our extensive panel of lenders with the intent of them making an offer of finance to you directly.
We have a UK based call centre just outside Manchester, our full postal contact can be found here: http://horizonfinance.co.uk/contact.aspx, we have offered our service since 1996.
Our company registration number is 03173946, our consumer credit licence number is 0503842, we are also registered with the Information Commissioners office number Z1523771. We are accredited with the ISO 9001 award for approved quality management systems used in the running of the service we offer.
ARE CASH FINANCE DIRECT REGULATED?
We have been heavily regulated to operate the service we offer since 1996. We are licenced by both Phonepay Plus for our premium rate lines, and The Office of Fair Trading for our licence to arrange financial products on behalf of our customers. We also comply with the Information Commissioners operating code when processing client’s personal data. We are exempt from registration with the FSA (Financial services authority) as we do not arrange secured loans or lend money ourselves.
Compliance is absolutely paramount to our organisation, we have scripted wording for our agents to ensure they say only what they are permitted to say, nothing more, and nothing less. This is further supported by our ISO 9001 award for approved quality management systems, both of which demonstrate our commitment to staff training to ensure the service received by our clients is fully compliant at all times.
WHY DO YOU USE A PREMIUM RATE PHONE LINE?
We are a business, and therefore cannot operate our service for free, the back-up support, underwriting department, customer services department, agent costs, extended opening hours and other benefits have a cost attached to them, we must cover this cost by the use of our premium rate call.
We are transparent with our customers and do not disguise the fact that we generate an income from the use of our Premium Rate service. The call charges are provided from the outset, you will be answered by an automated greeting confirming the cost of the call and maximum call time before any conversation takes place, allowing you, the customer, to make a choice of whether or not to continue with using our service. Using premium rate telephone lines allows us not to be guided by which of our lenders will reward us with the biggest commissions, but on which lender is right for our customers and their individual circumstances or loan requirements.
We do not charge upfront application or administration fees, there are many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. If you call from a BT landline, at £1.50 per minute our maximum first call charge is £22.50, which is fully refundable upon request, unlike other brokers who can make you wait up to six months to recover your costs.
A handful of the many benefits to using our service.....
* No waiting in a call queue when using our service.
* Dedicated agents dealing with your enquiry from start to finish.
* One of the largest lending panels in the UK with a dedicated underwriting department.
* A full “no questions asked” refund policy for any costs incurred in using our service.
* Dedicated customer services department offering freephone support from 9am to 7pm.
* Long opening hours - 8am to 9pm on Weekdays and Saturday from 9am to 4pm.
* UK call centre employing local, friendly and knowledgeable staff to handle your call efficiently.
* Investor in people and ISO 9001 accredited telephone agents dealing with your call.
* Regular updates and lender contact details sent to you free of charge by SMS and also by email.
AM I GUARANTEED A LOAN?
Cash Finance Direct is a loan broker, as such we do not lend the money to you directly, but we work with our large panel of lenders to find the right solution for you. We like to be open and honest with our clients and as such we would never promise you a loan, nor would we discuss typical APR’s with you as this is ultimately the decision of the lender and would very much depend upon your individual circumstances.
HOW DO I CLAIM MY CALL CHARGES BACK?
We would like to help every single customer get exactly what they want, unfortunately, this would be an impossible task and however hard we try, and however many lenders we have on our panel, we cannot help everyone. If, for whatever reason, you are not 100% completely satisfied with our service and would like to claim your money back, we offer a full “no questions asked” money back guarantee for the full costs of your call.
The law permits us to retain £5.00 towards the expenses we have incurred in processing your enquiry, however, we have chosen to waive this right and will always offer a full refund.
It is very important to us that our customers feel completely satisfied with the service we offer, and if you don’t, for whatever reason, we feel that you should not have to pay for it. We won’t question your reasons for wanting a refund, but we do appreciate your feedback so we may use it to focus our attentions on what is truly important to our customers.
In order to obtain a full refund, we would simply ask that you send in a copy of your telephone bill (to ensure that we do not underpay you) highlighting the calls made to our service.
If sending by post, you can either send it using our freepost service as below:
(No stamp required, simply write the above address on your envelope and we pay the cost)
Customer Services Department
Or, you can use our normal postal address, but will need to place a stamp on your envelope:
Cash Finance Direct Limited
A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: firstname.lastname@example.org
NB: You can claim back your call charges whether or not your application is successful
If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to email@example.com and we will come back to you as quickly as we can with an anticipated payment date, please include your name, address and telephone number so we can contact you via telephone if we need to.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
We are not permitted to be paid from the proceeds of your premium rate call for a minimum period of 30 days, there may also be details missing that has not allowed us to correctly identify your call details which requires further investigation, to allow us sufficient time to deal with your request properly, please allow around 45 days from the date you posted your request for a refund before initiating contact with us. If 45 days have now passed, and you have not yet received a refund, there is a possibility that we may not have received your initial request.
We cannot be responsible for the postal system and regrettably there are instances where customers refund requests do not reach us, however, these are few and far between and still covered under our “no questions asked” refund policy.
In these circumstances, we would ask that you please contact our Customer Services team, ideally by email to firstname.lastname@example.org or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.
I hope this will answer any initial questions you may have and ask if there is any further information required to please contact our Customer Services Director at email@example.com
Cash Finance Direct