Thread: Response from Cahoot

On Monday via recorded mail, I submitted preliminary approach letter to Cahoot for £90 which is three late payment changes and today (Tuesday) received the following email, which promises reponse in 5 days

Dear Mrs Smith,

Thank you for contacting cahoot.

I am sorry that you felt you had to contact us concerning the level of service that you have received from cahoot. Please accept this e-mail as acknowledgement that your issues have now been brought to the attention of cahoot's Service Relationship Managers.

At cahoot, we aim to satisfy our customers at all times. We have a complaints handling procedure in place to ensure that you receive a quick and fair response to any complaints you may have about our service. At each stage of the complaints procedure, the details of your case will be reviewed and fully investigated. You will be kept informed of what is happening and we will do everything we can to help you. For a full description of our complaints procedure, please log into your personal homepage on the cahoot website via www.cahoot.com. Please scroll down to the bottom of the home page and click into our 'Important Information' section. Details of our complaints procedure can be found under the heading "Complaints Policy". This is the seventh legal notice and can be found immediately after the section which relates to "Third party websites and products".

It is our policy to acknowledge all complaints within 24 hours (or the next available working day) and wherever possible to resolve. In the event that detailed investigation is necessary, we will endeavour to give you a full reply within 5 working days. In the circumstances where this is not possible, we will keep you informed of progress regularly.

Yours sincerely,

Service Relationship Team


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I received the following today in response to my preliminary response dated 8th May - success, full amount of £90 refunded.



I am contacting you in response to your recent letter concerning your cahoot flexible loan account.

I have taken ownership of your case in order to provide a response to the issues raised in your letter.

We do not accept that cahoot's charges are unfair under recent Consumer regulations. The object of these Regulations was not price control nor were they intended to interfere with people's freedom to agree the terms of their contracts.

It is well known that banks make charges and cahoot's charges are in line with those of other banks. The terms and conditions of the account and the charges that apply are clear and fair and were provided to you at the time you opened it. You freely agreed to the terms and conditions and the charges when you opened the account. You were not under any obligation to do so and could have gone to another bank if you did not agree to the charges. Equally, you are free to move your account to another bank at any time if you do not agree with the charges.

In any event, we do not agree that the charges are disproportionate. The charges are reasonable and proportionate to the administrative costs incurred by cahoot.

Having reviewed the history of your accounts I can see that in general your account has been well managed and the charges detailed in your letter represent uncharacteristic breaches of our terms and conditions. Given this and the fact that you have been a customer for almost three years I am willing to consider a refund as a gesture of goodwill.

A protracted discussion regarding these charges is in neither parties interest so I have arranged for the requested amount of £90.00 to be re-credited to your account. This is made as a gesture of goodwill and I would again like to re-iterate that we do not accept our charges are unfair or disproportionate.

I hope that this resolution is to your satisfaction. I'd be grateful if you could email me at service.relationship.team @cahoot.com to confirm that you accept this payment in settlement of your complaint.

Should you require any further assistance please do not hesitate to contact me again at service.relationship.team @cahoot.com .

Kind regards

David Cafferty
Service Relationship Manager, cahoot