Redress Complaints

General FAQs

I have been advised to use the Online Claims Portal. What is it?

Am I eligible to make a claim?

What is an "unaffordable loan"?

How will you contact me?

I haven’t received an email from you inviting me to make a claim, but I am sure I had/have (a) CashEuroNet loan(s).

If I have previously received a redress payment and/or waiver from CashEuroNet, can I claim again?

I am owed money by CashEuroNet but not for (an) unaffordable loan(s). Can I use this portal?

How will I know it is CashEuroNet contacting me?

I have received more than one email from you to different email addresses notifying me of the portal. What should I do next?

I previously requested that all of my information be deleted from the systems. Can I still make a claim?

Should I contact the Financial Ombudsman Service?

Will the Financial Services Compensation Scheme (FSCS) pay my claim?

How do I submit a claim?

Will I need to provide any information or documents in support of my claim?

Do I need to use a Claims Management Company (CMC) to submit my claim?

What if I do not want to use my Claims Management Company (CMC) anymore?

When will I know if my claim has been successfully submitted?

The Online Claims Portal cannot identify me, what should I do next?

Can I get help if I can’t use a computer?

Will I be able to partially complete my claim online, save it and then return to it at another time/date?

If I have cancelled my agreement with a claims management company ("CMC") after the CMC submitted my claim, will I need to provide you with any information?

Do I need to input a claim value (£)?

I am a friend or family member helping a customer to complete the Online Claims Portal, is this okay?

Why do I need to give consent to the Joint Administrators to calculate my claim on my behalf?

I have one or more loan(s) that were sold to a third party. Can I still make an unaffordability complaint for these loans?

How long will it take for my claim to be assessed if one or more of my loan(s) were sold to a third party?

I have been asked to provide information in relation to my sold loan(s). What do I need to provide?

I do not have the information that I have been requested to provide. What should I do?

When will I know if my claim has been assessed?

What does it mean if my claim is agreed?

How will you calculate the value of my claim?

If my claim is agreed, will you remove the loans from my credit file?

If my claim is agreed, will I receive interest on my claim?

If my claim is agreed, will my claim take into account fees and charges I had to pay?

If my claim is agreed and I do not agree with how it has been valued, i.e. the amount offered, what can I do?

If my claim is agreed, how much money will I receive?

Who will payments be made to?

How do I update my bank details?

How do I update my personal details?

What is the withholding tax charge element to my claim?

What should I do if I am approached by someone saying they work for CashEuroNet or Grant Thornton or the Joint Administrators and want to help me submit a claim?

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

Will anyone ask for my bank details?

CMC/Third-Party FAQs

I have been advised to use the Online Claims Portal. What is it?

Am I eligible to make a claim ?

What is an "unaffordable loan" ?

How will you contact me ?

I haven’t received an email from you inviting me to make a claim, but I am sure I had / have (a) CashEuroNet loan(s).

If I have previously received a redress payment and/or waiver from CashEuroNet, can I claim again ?

I am owed money by CashEuroNet but not for (an) unaffordable loan(s). Can I use this portal?

How will I know it is CashEuroNet contacting me ?

I have received more than one email from you to different email addresses notifying me of the portal. What should I do next?

I previously requested that all of my information be deleted from the systems. Can I still make a claim?

Should I contact the Financial Ombudsman Service ?

Will the Financial Services Compensation Scheme (FSCS) pay my claim ?

How do I submit a claim ?

Will I need to provide any information or documents in support of my claim ?

When will I know if my claim has been successfully submitted ?

The Online Claims Portal cannot identify me, what should I do next ?

Will I be able to partially complete my claim online, save it and then return to it at another time / date?

If I have cancelled my agreement with a claims management company ("CMC") after the CMC submitted my claim, will I need to provide you with any information?

Do I need to input a claim value (£) ?

Our letter of authority states that any recoveries should be paid to the CMC, why are you paying the customer?

Why do I need to give consent to the Joint Administrators to calculate my claim on my behalf ?

I have one or more loan(s) that were sold to a third party. Can I still make an unaffordability complaint for these loans?

How long will it take for my claim to be assessed if one or more of my loan(s) were sold to a third party ?

I have been asked to provide information in relation to my sold loan(s). What do I need to provide?

When will I know if my claim has been assessed ?

What does it mean if my claim is agreed ?

How will you calculate the value of my claim ?

If my claim is agreed, will you remove the loans from my credit file?

If my claim is agreed, will I receive interest on my claim?

If my claim is agreed, will my claim take into account fees and charges I had to pay?

If my claim is agreed and I do not agree with how it has been valued, i.e. the amount offered, what can I do?

If my claim is agreed, how much money will I receive ?

Who will payments be made to ?

What constitutes a valid Letter of Authority?