Comments

Claim title: refund of telephone call

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to try and address the issue raised.

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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.


Kind regards,
Cash Finance Direct

Claim title: Phone Bill Claim

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to take the opportunity to try and address some of the issues raised.

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 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.

We do not charge upfront application or administration fees, unlike many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. However, 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 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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.

If you have any other queries or would like any further help, please contact our Customer Services department on our freephone number 0800 195 1980 (calls are free of charge from a BT landline number) or via email to customerservices@horizonfinance.co.uk

Kind Regards,
Cash Finance Direct

Claim title: Phone Call Charges

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your post I wanted to try and address the issue raised.

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.

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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.


Kind regards,
Cash Finance Direct

Claim title: Phone call bill

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to take the opportunity to try and address some of the issues raised.

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 do not charge upfront application or administration fees, unlike many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. However, 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 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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.

The text messages you have received have not been sent by Cash Finance Direct, by a subsidiary company of Cash Finance Direct or by anyone employed by the organisation. They have been sent by a third party business who promotes many different services for various companies, of which ours is one. As such we do not have access to any of your details, nor are we in control of sending the messages.

It is highly likely that the message was sent to you as a result of the mobile number being obtained from a web site visited in regards to a finance enquiry. At some point in the enquiry process the mobile number must have opted in, and the IP address recorded to allow the third party business to promote services to the mobile number.

If this is not the case, or you simply wish to be removed from any future promotional activity, then we apologise on behalf of the company sending the text message for any inconvenience you may have experienced as a result of the contact. To be removed from future promotional activity we suggest that you refer back to the message received, as it will contain instructions on how to opt out. Please note that it can take up to 5 working days for your request to be processed.

We work hard to ensure that any company promoting our services does so compliantly, and we impose the following requirements on any company we do business with:

• The licenses required to operate within the market must be in place
• All mobile numbers must have opted in at some point to receive the messages
• Each message sent must provide the receiver the option to unsubscribe from future messages and this request must be actioned within a reasonable timeframe

We would not be willing do business with any company who does not adhere to our regulations and although we endeavour to maintain this standard, our freephone numbers are publicly listed and there maybe instances where we cannot control who directs clients to our number.

If you have any other queries or would like any further help, please contact our Customer Services department on our freephone number 0800 195 1980 (calls are free of charge from a BT landline number) or via email to customerservices@horizonfinance.co.uk

Kind Regards,
Cash Finance Direct

Claim title: Re-imburse phone calls

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to take the opportunity to try and address some of the issues raised.

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 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.

We do not charge upfront application or administration fees, unlike many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. However, 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 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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.


The text messages you have received have not been sent by Cash Finance Direct, by a subsidiary company of Cash Finance Direct or by anyone employed by the organisation. They have been sent by a third party business who promotes many different services for various companies, of which ours is one. As such we do not have access to any of your details, nor are we in control of sending the messages.

It is highly likely that the message was sent to you as a result of the mobile number being obtained from a web site visited in regards to a finance enquiry. At some point in the enquiry process the mobile number must have opted in, and the IP address recorded to allow the third party business to promote services to the mobile number.

If this is not the case, or you simply wish to be removed from any future promotional activity, then we apologise on behalf of the company sending the text message for any inconvenience you may have experienced as a result of the contact. To be removed from future promotional activity we suggest that you refer back to the message received, as it will contain instructions on how to opt out. Please note that it can take up to 5 working days for your request to be processed.

We work hard to ensure that any company promoting our services does so compliantly, and we impose the following requirements on any company we do business with:

• The licenses required to operate within the market must be in place
• All mobile numbers must have opted in at some point to receive the messages
• Each message sent must provide the receiver the option to unsubscribe from future messages and this request must be actioned within a reasonable timeframe

We would not be willing do business with any company who does not adhere to our regulations and although we endeavour to maintain this standard, our freephone numbers are publicly listed and there maybe instances where we cannot control who directs clients to our number.

If you have any other queries or would like any further help, please contact our Customer Services department on our freephone number 0800 195 1980 (calls are free of charge from a BT landline number) or via email to customerservices@horizonfinance.co.uk

Kind Regards,
Cash Finance Direct

Claim title: Reference: 001027793293, Pwd: Monday

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to take the opportunity to try and address some of the issues raised.

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 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.

We do not charge upfront application or administration fees, unlike many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. However, 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 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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.

The text messages you have received have not been sent by Cash Finance Direct, by a subsidiary company of Cash Finance Direct or by anyone employed by the organisation. They have been sent by a third party business who promotes many different services for various companies, of which ours is one. As such we do not have access to any of your details, nor are we in control of sending the messages.

It is highly likely that the message was sent to you as a result of the mobile number being obtained from a web site visited in regards to a finance enquiry. At some point in the enquiry process the mobile number must have opted in, and the IP address recorded to allow the third party business to promote services to the mobile number.

If this is not the case, or you simply wish to be removed from any future promotional activity, then we apologise on behalf of the company sending the text message for any inconvenience you may have experienced as a result of the contact. To be removed from future promotional activity we suggest that you refer back to the message received, as it will contain instructions on how to opt out. Please note that it can take up to 5 working days for your request to be processed.

We work hard to ensure that any company promoting our services does so compliantly, and we impose the following requirements on any company we do business with:

• The licenses required to operate within the market must be in place
• All mobile numbers must have opted in at some point to receive the messages
• Each message sent must provide the receiver the option to unsubscribe from future messages and this request must be actioned within a reasonable timeframe

We would not be willing do business with any company who does not adhere to our regulations and although we endeavour to maintain this standard, our freephone numbers are publicly listed and there maybe instances where we cannot control who directs clients to our number.

If you have any other queries or would like any further help, please contact our Customer Services department on our freephone number 0800 195 1980 (calls are free of charge from a BT landline number) or via email to customerservices@horizonfinance.co.uk

Kind Regards,
Cash Finance Direct

Claim title: Loan Application via text to my phone

[11/08/2011] Cash Finance Direct: Hi,

I work within the customer service department at CFD, and after reading your posts I wanted to take the opportunity to try and address some of the issues raised.

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 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.

We do not charge upfront application or administration fees, unlike many other finance brokers in the market who charge up to £70.00 to take your details and pass them on to a lender. However, 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 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 cost 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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.

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 customerservices@horizonfinance.co.uk or through our freephone service, 0800 195 1980, where we will investigate and promptly address your request as a matter of urgency.


The text messages you have received have not been sent by Cash Finance Direct, by a subsidiary company of Cash Finance Direct or by anyone employed by the organisation. They have been sent by a third party business who promotes many different services for various companies, of which ours is one. As such we do not have access to any of your details, nor are we in control of sending the messages.

It is highly likely that the message was sent to you as a result of the mobile number being obtained from a web site visited in regards to a finance enquiry. At some point in the enquiry process the mobile number must have opted in, and the IP address recorded to allow the third party business to promote services to the mobile number.

If this is not the case, or you simply wish to be removed from any future promotional activity, then we apologise on behalf of the company sending the text message for any inconvenience you may have experienced as a result of the contact. To be removed from future promotional activity we suggest that you refer back to the message received, as it will contain instructions on how to opt out. Please note that it can take up to 5 working days for your request to be processed.

We work hard to ensure that any company promoting our services does so compliantly, and we impose the following requirements on any company we do business with:

• The licenses required to operate within the market must be in place
• All mobile numbers must have opted in at some point to receive the messages
• Each message sent must provide the receiver the option to unsubscribe from future messages and this request must be actioned within a reasonable timeframe

We would not be willing do business with any company who does not adhere to our regulations and although we endeavour to maintain this standard, our freephone numbers are publicly listed and there maybe instances where we cannot control who directs clients to our number.

If you have any other queries or would like any further help, please contact our Customer Services department on our freephone number 0800 195 1980 (calls are free of charge from a BT landline number) or via email to customerservices@horizonfinance.co.uk

Kind Regards,
Cash Finance Direct

Claim title: Refund promised of premium rate numbers on phonebill

[18/04/2012] Maree Hayers: Hi

I work within the customer service department at CFD, please e-mail me at customer services and I will look into your refund for you.

Regards

Customer Service Team

Claim title: phonecall scam

[26/05/2012] alison : hi, i have dealt with this company before last year,and i received a refund from them for my phone calls when i forwarded my phone bill -i think around £28.00 after 40/45 days ! So try it ..

Claim title: refund

[08/02/2013] Maree Hayers: Hi

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
FREEPOST
CFD
SK1 1TA

Or, you can use our normal postal address, but will need to place a stamp on your envelope:

Cash Finance Direct Limited
Floor 7
Dale House
Tiviot Dale
Stockport
Cheshire
SK1 1TA

A scanned copy of your telephone bill will be perfectly acceptable, please send it via email to: customerservices@horizonfinance.co.uk

If you are in any doubt that we have received your refund request, please do not hesitate to contact us, ideally via email to customerservices@horizonfinance.co.uk 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.