CFMT - cash my tech
CASH MYTECH

Complaints Procedure

At Cash My Tech, we are committed to providing excellent customer service and ensuring your complete satisfaction. If you are not satisfied with our service, we encourage you to let us know so we can address your concerns promptly and fairly.

This Complaints Procedure was last updated on: 17 November 2025

1. How to Raise a Complaint

You can submit a complaint through any of the following channels:

By Email

Email: hello@cashmytech.co.uk

Please include "COMPLAINT" in the subject line for faster processing

In Writing

Address: 71-75 Shelton Street United Kingdom WC2H 9JQ

Please mark your envelope "COMPLAINT" for attention

2. What We Require

To help us investigate your complaint thoroughly and provide you with the best possible resolution, please provide the following information:

Required Information:

  • Your full name and contact details
  • Your order number or reference (if applicable)
  • A valid contact number and email or postal address
  • A clear, detailed summary of your complaint
  • Any relevant supporting documents or evidence
  • Copies of any previous communications related to this issue
  • The date(s) when the issue occurred
  • What resolution you are seeking

3. Our Complaint Handling Process

Step 1: Acknowledgment

We will acknowledge receipt of your complaint within 3 working days of receiving it.

You will receive a confirmation email or letter with your complaint reference number.

Step 2: Investigation

Your complaint will be assigned to a senior member of our customer service team who will conduct a thorough investigation.

This may involve reviewing your account, order history, and any relevant communications.

Step 3: Regular Updates

We will provide you with regular updates throughout the investigation process, typically every 5-7 working days.

If we need additional information from you, we will contact you promptly.

Step 4: Resolution

We aim to resolve all complaints within 14 working days of receipt.

You will receive a detailed written response explaining our findings and any actions taken.

4. Types of Complaints We Handle

We handle complaints relating to:

Service Issues

  • Device valuation disputes
  • Payment delays or issues
  • Shipping and delivery problems
  • Customer service interactions

Technical Issues

  • Website functionality problems
  • Account access issues
  • Order processing errors
  • System downtime or errors

5. What to Expect

5.1 Our Commitment

  • We will treat your complaint seriously and investigate it thoroughly
  • We will keep you informed throughout the process
  • We will provide a fair and reasonable resolution
  • We will learn from your feedback to improve our services

5.2 Possible Outcomes

  • Apology and explanation: If we made an error, we will apologize and explain what happened
  • Corrective action: We will take steps to fix the issue and prevent it from happening again
  • Compensation: Where appropriate, we may offer compensation for any inconvenience caused
  • Refund or replacement: If applicable, we may offer a refund or replacement service

6. Escalation Process

If you are not satisfied with our initial response, you can escalate your complaint:

Escalation Options:

  1. Manager Review: Request that your complaint be reviewed by a senior manager
  2. Formal Appeal: Submit a formal appeal if you disagree with our decision
  3. External Mediation: We can refer your complaint to an independent mediation service

7. External Complaints Bodies

If you are still not satisfied after following our internal complaints procedure, you may be able to refer your complaint to an external body:

Alternative Dispute Resolution (ADR)

We are committed to resolving complaints fairly and may refer disputes to an independent ADR provider.

ADR services are free to consumers and provide an independent review of complaints.

Trading Standards

You can also contact your local Trading Standards office if you believe we have breached consumer protection laws.

Find your local Trading Standards office at tradingstandards.uk

8. Data Protection

We will process your personal data in connection with your complaint in accordance with our Privacy Policy. This may include:

  • Recording details of your complaint for investigation purposes
  • Sharing information with relevant departments to resolve your complaint
  • Retaining complaint records for quality assurance and legal compliance
  • Using anonymized complaint data to improve our services

9. Feedback and Improvement

We value your feedback and use complaints as an opportunity to improve our services. We regularly review our complaints data to identify trends and areas for improvement.

If you have suggestions for how we can improve our service, please don't hesitate to share them with us.

10. Contact Information

For any questions about this complaints procedure or to submit a complaint, please contact us:

Email: hello@cashmytech.co.uk

Address: 71-75 Shelton Street United Kingdom WC2H 9JQ

11. Updates to This Procedure

We may update this Complaints Procedure from time to time to reflect changes in our processes or legal requirements. Any updates will be posted on our website and will apply to complaints received after the update date.

Chat