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Responding to Customer Complaints

If you are a payday advance customer and believe that a CFSA member company has engaged in an unlawful or unfair lending practice, you may submit a formal grievance to CFSA’s Ethics Committee. The Ethics Committee will review your case and determine if a violation of CFSA Best Practices has occurred. If so, the Committee will determine what action should be taken against the CFSA member.

  • Customer completes the CFSA Customer Complaint Form online. Signed forms can also be submitted by fax, e-mail, or U. S. mail.

  • If the customer submits his/her initial complaint by contacting CFSA by telephone, CFSA will refer the complainant to the online contact form and provide a copy of the Industry Best Practices within three (3) business days of receipt of the complaint. All complaints will be answered in the order they were received, and within two to three business days of receipt.

  • The customer must return the completed form to CFSA within a reasonable time, but no more than 30 days after receiving the Customer Complaint Form. To be considered, complaints must be in writing and signed by the customer submitting the complaint. When submitting the online complaint form, disclosing the required contact information fields will serve as your seal of approval.

  • CFSA reviews the customer’s written or online complaint to determine if the complaint raises an allegation of a violation of Best Practices and, if so, CFSA determines which Best Practice would be applicable. CFSA also determines if the company identified by complainant is a member company.

  • Note: CFSA can only respond to complaints rendered against a member company. A current CFSA Member Seal affixed to the store window identifies CFSA members.

  • If CFSA determines that the allegation, if true, may constitute a violation of Best Practices, it will contact the accused CFSA member company about the complaint and request a response to the allegation within 10 business days. If CFSA, after reviewing the complaint and the member response, determines that a violation has not occurred, the association will forward an explanation letter to the customer within three (3) business days.

  • If a violation appears to have occurred, CFSA forwards a copy of the customer’s complaint and the CFSA member’s written response to CFSA’s Ethics Committee.

  • The Ethics Committee reviews the case and makes a determination if a violation has occurred and, if so, determines what action should be taken against the member company. The Ethics Committee must make its determination within 10 business days after receiving the case.

  • The CFSA member company and customer are notified of the Ethic Committee’s decision promptly.

  • Penalty for violating a CFSA Best Practice is at the discretion of the Ethics Committee or CFSA’s Board of Directors, but depending on the infraction, could lead to expulsion from CFSA membership upon review and approval by the Board of Directors.

  • Both the CFSA member company and the customer have the right to appeal the Ethics Committee’s decision to the Board of Directors within 30 days of receiving the decision. The appeal must be in writing.

Connecting With Our Communities

Managing household finances can be a daunting task. However, by using solid budgeting and savings techniques, you can accomplish major financial goals. In the Customer Resource Center, CFSA offers a variety of payday advance resources that support and encourage responsible lending practices, and highlight the vital role of our members’ stores in neighborhoods near you.


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TO OUR MEMBERS

Thanks for visiting the CFSA Web site. CFSA values you as a member. Consequently, we are constantly seeking new ways to enhance your membership experience. As such, the information in this section is restricted to members only. If you are a CFSA member, please enter your username and password. If you have forgotten your login info, send an e-mail to Member@CFSAA.com.

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TO OUR PARTNERS

Here you will find an aggregate of industry research, comprehensive data, and benchmarking tools from the short-term lending industry. They cover all payday advance business areas – consumer demographics, media hits, the latest policy initiatives, among others. Click here to access to the partner's resource library.

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For Our Policymakers

CFSA works at the federal, state, and local levels educate legislators and regulators about the role of payday advances in the broader financial services arena. This section provides resources for policymakers who believe in access to credit, want to preserve financial options and ensure balanced, substantive consumer protections. Click here to enter the Policymaker Resource Library.