Complaints
If you’re unhappy with our service or anything about our website, please tell us so we can put it right. Email complaints@cashio.co.uk, or write to us at The National Online Property Platform Limited, Apartment 22 Sir Robert Peel Court, 285 Stratford Road, Shirley, Solihull, England, B90 3FU.
How to complain
Email complaints@cashio.co.uk or write to us at the address above. Please include your name, your contact details, the property address if it relates to a sale, and a short description of what went wrong and what you would like us to do. We will acknowledge your complaint within 3 working days and keep you updated while we look into it. We aim to send you our final response in writing within 8 weeks. If you are not satisfied with that response, we will tell you whether you can take your complaint to an independent body and how to do so. If your complaint is about how we have handled your personal data, you can also contact the Information Commissioner’s Office at www.ico.org.uk or on 0303 123 1113. Making a complaint is free, and it will never affect any offer we make you.
What happens next
After we acknowledge your complaint, someone who wasn’t involved in the original issue will look into it. They will review our records and correspondence, and may contact you for more details. They’ll keep you informed about how it’s progressing. When they’ve finished, we’ll send you a final response in writing. It will explain what we found, whether we’re upholding your complaint, and what we’ll do to put things right. If you’re not happy with our response, reply within 8 weeks and a director will review your complaint. If that review doesn’t resolve the matter, we’ll tell you about any independent body you can take your complaint to and how to do
If you are not satisfied
If you’re still not satisfied after a director has reviewed your complaint, or 8 weeks have passed since you first complained and you haven’t had our final response, you have other options. For free, impartial advice about your rights, contact the Citizens Advice consumer helpline on 0808 223 1133 or visit www.citizensadvice.org.uk. If your complaint is about how we’ve handled your personal data, you can complain to the Information Commissioner’s Office at www.ico.org.uk or on 0303 123 1113. You can also take legal action through the courts. Whatever you decide, raising a complaint with us doesn’t affect your legal rights.