Commitment to Customer Care

At Cash Store Financial, we are committed to making sure that all of our customers are treated fairly in all aspects of their dealings with us. 

In this regard, we:

• Disclose all costs, including default and interest charges.
• Protect our customers' privacy.
• Allow our customers to rescind their loan within 24 hours.
• Refuse to grant rollovers.
• Advance loans only up to an approved maximum.
• Employ collection practices that are fair and in full compliance with provincial regulations.

If a customer is dissatisfied with any aspect of their dealings with us, we have a formal complaints procedure. 

At any time customers can reach our Complaints Officer by calling 1-866-506-5035 or by sending an email to customerservice@csfinancial.ca. Customers’ concerns will be fully investigated. Our objective is to address concerns in 14 business days or less.  The Complaints Officer maintains a file, documents all findings and is accountable to a senior officer of the Corporation. 

As part of our Commitment to Customer Care pamphlet series, details regarding our complaints procedure are published on pamphlets that are accessible and on prominent display in all of our of branches. 

Our Pamphlets also include:

• An itemized list of fees and charges for our products and services;
• Prominent warnings about the high cost of payday loans and clear language advising consumers that payday loans are not a long-term credit solution;
• Financial planning and budgeting advice; and,
• Contact information regarding non-profit credit counseling services in the province where the branch is located.