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  • Frequently Asked Questions

    General

    What are your opening hours?

    Most of our stores are open Monday to Friday 9.00am – 5.30pm, and Saturday 9:00am – 5:00pm. However please note that some of our larger stores have extended opening hours and also opening hours may vary on national public holidays.

    Please call or visit your local store to confirm what times they are open.

    Can customers contact the stores by telephone?

    Yes, our store staff are very happy to deal with customer queries over the telephone. Please refer to the store locator to find the telephone number of your local store.

    Can customers contact the stores by letter?

    All written communications should please be sent to:
    Customer Service Department
    Cheque Centre Limited
    Ratho Park,
    Station Road,
    Newbridge,
    Edinburgh,
    EH28 8QQ.

    Can I contact your Collections Department?

    Yes, please contact our Collections Department Monday to Friday 8:30am – 5:00pm, Saturday 9:00am – noon. You can phone us on 0131 442 7080 or alternatively you can email collections@chequecentre.co.uk

    What happens if I can’t repay?

    We are committed to treating customers sympathetically and positively when they are experiencing difficulties, and will do our best to help those who are having problems with their debts. If you are worried:

    you may be starting to have financial difficulties
    are already having problems with your debt
    your circumstances have changed and you can no longer afford to repay your debt
    it is important that you speak to us as soon as possible. If you do so we will do everything we can to help you solve your problems.

    There are also a number of Independent organisations that provide free and impartial debt advice:

    Citizens Advice – For advice and information on debt and other topics, visit your local Citizens Advice Bureau (address in the phone book) or go to www.adviceguide.org.uk

    StepChange Debt Charity – For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org

    AdviceUK – Member centres offer debt advice including specialist advice for minority communities and people with disabilities. For further information phone 0300 777 0107

    Mental Health & Stress – Financial problems can affect your mental health. There are a number of organisations who can help you through this difficult time:

    The NHS may be able to help anyone suffering with stress due to money worries. Please
    visit NHS Live well on a budget for more information.
    Mind is a leading mental health charity for England and Wales. Please visit mind.org.uk for
    more information.

    What if I want to make a complaint?

    Customer satisfaction is extremely important to us, and we want to make sure that you feel you have received a fair and efficient service.  If you wish to make a complaint, please email us at customerrelations@axcesseurope.com or send a letter to the following address: Cheque Centre – Complaints, Ratho Park, Station Road, Newbridge,Edinburgh, EH28 8QQ

    Travel Money

    Are all major currencies available?

    All stores normally hold a stock of major currencies, although we cannot guarantee that every store will have stock all the time. However, if we do not have the currency you need we can order it in for you. NB. We require a 10% deposit in Store to secure a future order at that day’s exchange rate.

    Please contact your local Cheque Centre store for more details.

    Is there a minimum value for purchasing currency?

    Yes, the minimum transaction value is £5.

    Can I order Foreign Currency online or over the phone?

    Unfortunately we do not offer online or telephone ordering at the moment. Please visit your local Cheque Centre store to buy your Foreign Currency.

    Where can your rates be seen for both buying and selling?

    Please refer to the Foreign Currency page or visit your local Cheque Centre store.
    NB. All currency rates are subject to change throughout the day.

    Do you charge commission?

    No, Cheque Centre offer a commission FREE service for both buying and selling Foreign Currency.

    Do you buy back leftover currency?

    Yes, we buy back any leftover currency you have at 0% commission.

    Do you buy back currency even if it wasn’t bought from you originally?

    Yes, we will buy Foreign Currency from you regardless of where it was originally bought from. Again, this is at 0% commission.

    Choice Loan

    Do your loans require a credit check?

    Yes – when you submit your application in-store, we will contact a credit reference agency to assess whether a loan is suitable for you.  A note of the search will be recorded with the credit reference agency.  Other companies will be able to see that a search took place if they perform a credit check for you.  We also review your affordability internally before making a decision on your loan.

    What ID do I need to apply in-store?

    We will require one proof of ID, such as a passport or a driver’s license, and one proof of address dated within the last three months, which could be a bank statement or utility bill.  Please ask in-store if you’re unsure if your ID would be accepted and we’ll be happy to help.  You’ll also need your bank card and account details on hand to arrange the loan.

    Can I apply online?

    At this moment in time, you can only apply for a loan with us in-store.  Please search for your nearest store with our store locator.

    What interest do your charge? What is your APR?

    The interest we arrange on your loan is decided on a case-by-case basis and is dependent on your personal circumstances.  Interest is worked out on a daily basis so if you choose to pay the loan back early you will pay less interest.  Our representative APR is 913.8%

    Do you charge early repayment fees?

    No – we do not charge any fees to pay back early or to make partial payments.

    Can I apply for a loan if I’ve had a loan with Cheque Centre before?

    Yes but if you still have an outstanding balance on your previous loan you will need to pay this back before you can apply for a new loan.

    Gold

    What kind of gold do you buy?

    We accept all gold, including damaged and broken items. Please note we do not accept gold plated items or costume jewellery.

    How can I find out how much my gold is worth?

    Simply bring your gold into your local Cheque Centre store where we will assess it and give you a free valuation.

    Do you buy other precious metals, including platinum?

    No, at the moment we only buy gold.

    Do you buy jewellery containing stones?

    While we will accept gold jewellery containing stones, the stones will not be considered in the price we offer you. The weight of all stones will be estimated and subtracted from the overall weight and a value for the gold only will be given.

    Do I need to bring any I.D. with me to sell my gold?

    Yes, you will need to provide one form of photo ID (e.g. a passport, ID card or driving licence) plus one recent form of proof of address (e.g. a bank statement or utility bill).

    What happens if I change my mind and I want my gold back?

    Unfortunately, we are not able to sell your gold back to you once the transaction has been completed. Please make sure you are 100% certain before you sell your gold to us, or perhaps consider our Pawnbroking Service instead.

    How much gold can I sell to you?

    There is no limit on the amount of gold you can sell to us.

    Can I sell you my gold online?

    No, this service is only available in your local Cheque Centre store.

    Will you test my gold?

    Yes, our store staff will test all gold before the sale is finalised. The fluid used to test the gold may leave a small mark on it, so please be 100% sure you want to sell your gold to us before giving it to the store staff for testing.

    Do I need to post my gold away?

    No, the transaction is carried out instantly in store.

    When do I receive the money for my gold?

    If you accept our price, we will give you the cash straight away.

    Pawnbroking

    Can I extend my loan at the end of the 7 month period?

    Yes, you can renew your pawn loan by paying off the outstanding interest due. You can also pay an additional amount to reduce your future loan and help make it more affordable.

    Is there a minimum loan amount I need to borrow?

    Our minimum loan value is just £5 so you only need to borrow what you require even if the maximum amount available against your property is greater than this.

    Do you perform a credit check against me when processing my pawn loan application?

    No, our pawnbroking loans are valued only against your items offered and we shall not appear on your credit record whether you decide to repay the loan or not.

    What happens if I can’t afford to repay my loan?

    Contact your local branch to see if we can reach an arrangement with you- we don’t want you to lose your valuables. However, if this isn’t possible your property will be sold though you will not be liable to pay us any further money.

    What I.D. do I need to bring with me?

    We will require one form of photo ID (e.g. a passport, ID card or driving licence) plus one recent form of proof of address (e.g. a bank statement or utility bill).  If you are unsure your I.D. will be acceptable, please contact your local store, and we will be happy to advise.

     

     

     

    What rates do you charge?

    We always aim to give the most competitive rate and will price match quotes from our competitors. For today’s rate, please visit us in store or give us a call. You can find your local store details on our store locator page.

    Do you take silver?

    At the moment, we only accept gold jewellery.

    Cheque Cashing

    Do you cash all types of cheques?

    We will consider all types of Cheques, including personal, wages, giro and solicitors cheques.

    Please ask in-store for more information on the other types of cheques we cash.

    Will I receive the money instantly?

    This is subject to status.

    What rate will I be charged?

    Please ask in store for more information on our competitive cheque cashing rates.

    Do I need to bring any I.D. with me to cash a cheque?

    Customers must be 18 and over with verifiable proof of ID. You’ll need to bring a minimum of two recent documents – one to confirm identity, such as a passport or driving licence, and another to confirm your current address,  such as a utility bill or bank statement. Proof of wage slip must be provided with pay cheques.

    Can cheques be cashed online?

    No, this service is only available in store.

    Do you cash post dated cheques?

    This is subject to status, see in-store for details.

    Do you cash cheques 7 days a week?

    Cheques can be cashed instantly Monday to Saturday at any of our stores nationwide.

    What Rate will I be Charged?

    We always aim to give the most competitive rate and will price match quotes from our competitors. For today’s rate, please visit us in store or give us a call. You can find your local store details on our store locator page.

    Worldwide Money Transfer

    How do I send money using Western Union?

    First you will need to complete a ‘To Send Money’ form and give it to a Cheque Centre member of staff along with your I.D. Then you will need to give the member of staff the money you want to send PLUS the transaction fee, and collect your receipt which will have a Money Transfer Control Number (MTCN). Make sure you share the MTCN with the receiver as they may use this number to collect the funds. We will then process the transaction immediately and the money should reach its destination within minutes.

    How to receive money using Western Union?

    First you need to visit your local Cheque Centre store and quote the reference number given to you by the sender. Then you will need to complete a ‘To Receive Money’ form and give it to the member of staff, along with 2 forms of I.D. If you have the MTCN number from the sender, give it to the member of staff as well. Once your identification has been checked, the money will be given to you straight away.

    What do I need to bring with me to send or receive money?

    You will need to bring two forms of I.D., one form of photographic and/or contain your original signature plus current proof of address. If you are collecting money you will also need to quote the reference number from the sender.

    Is there a charge for transferring money with Western Union?

    Yes there is a charge for using this service. Charges vary depending on the details of your transaction, please ask in-store for more details.

    Is there a limit to the amount of money I can send/receive?

    No, there is no limit to the value you send/receive.
    NB. All values are subject to security screening in accordance with Money Laundering Regulations.

    How can I be sure my money is safe?

    You can be sure your money is safe with Western Union. They are the World’s largest money transmitter and a world renowned Global Brand, offering the highest standards in Money Transfer for 150 years in over 200 countries worldwide.

    Do I need a bank account to make a money transfer?

    No, you do not need a bank account to use this service.

    How long will the transfer take?

    Once the transaction has been processed, the money should reach its destination within minutes.

    Can I check the status of a WU money transfer?

    Yes, please click here to check the status of your money transfer.

    Can I make a money transfer on the Cheque Centre website?

    No, this service is only available in-store at the moment.

    Customer Advice

    What happens if I can’t afford to repay my Loan?

    We are committed to treating customers sympathetically and positively when they are experiencing financial difficulties, and will strive to do our best to help those who are having problems. Call us today on 0800 24 30 28 or 0131 442 7080 to speak to an adviser, or alternatively you can email us at collections@chequecentre.co.uk.

    You can contact the following not-for-profit organisations for free, confidential and impartial debt advice, or for details of where to get such advice in your area.

    StepChange Debt Charity
    For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org

    Citizens Advice
    For advice and information on debt and other topics, visit your local Citizens Advice Bureau (address in the phone book) or go to www.adviceguide.org.uk (England & Wales), www.cas.org.uk (Scotland) or www.citizensadvice.co.uk (Northern Ireland).

    National Debtline
    If you live in England, Wales or Scotland phone 0808 808 4000 or visit www.nationaldebtline.co.uk for debt advice and information.

    Debt Action NI
    If you live in Northern Ireland phone 0800 917 4607 or visit www.debtaction-ni.net for debt advice.

    Money Advice Scotland
    If you live in Scotland, phone 0141 572 0237 or visit www.moneyadvicescotland.org.uk to find contact details for debt advice in your local council area.

    Money Advice Service
    For free, unbiased and easy-to-access money tools, information and advice, including how to access independent, free debt advice services, visit www.moneyadviceservice.org.uk or phone 0300 500 5000 to speak to a Money Adviser.

    AdviceUK
    Member centres offer debt advice to the public, some providing specialist advice for minority ethnic and refugee communities and people with disabilities. For further information phone 0207 469 5700.

    Royal British Legion
    If you are in the military then please consider the advice that can be provided by the Royal British Legion.
    Benefits and money advice service.
    www.britishlegion.org.uk/bma.
    Legionline – 08457 725 725

    You can also contact the Financial Ombudsman Service if you have a complaint that you cannot resolve with your lenders, please see below contact details.

    Financial Ombudsman Service
    Phone 0845 080 1800 or visit www.financial-ombudsman.org.uk

    If you are experiencing any additional financial hardship and need to speak to Cheque Centre directly contact us at:

    Call – Cheque Centre Customer Service – 0800 24 30 28
    Lines are open Monday to Friday. 9:00am – 5:00pm GMT

    Email – customerservice@chequecentre.co.uk

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