If we got it wrong, tell us

Before you write

What to include

Providing the following information will help us investigate:

• Your full name
• The email address used on your application
• The mobile number used on your application
• The approximate application date
• Any reference number you received
• The lender or broker involved, if known
• What happened
• How it affected you
• What you would like us to do

You can attach relevant emails, messages or screenshots.

Never send your PIN, online-banking password or full debit-card security details.

Representation

Can someone complain for you?

A family member, friend, solicitor or adviser may complain on your behalf.

We may need evidence that you have authorised that person to act for you. This could be a signed letter of authority.

We will only ask for information needed to confirm their authority and protect your personal information.

Possible outcomes

What might we do?

The outcome depends on what happened.

Where appropriate, we may:

• Provide an explanation
• Correct inaccurate information
• Apologise
• Contact a partner for further information
• Ask a partner to review an issue
• Improve our website or process
• Take other remedial action
• Offer redress where appropriate

We will not promise a particular result before completing our investigation.

Third parties

Complaints involving another company

UKPayday is a credit broker, not a lender.

Your application may have been referred to T Dot UK Limited and then to a lender or another broker.

If your complaint concerns:

• The way UKPayday presented or processed your application
• Information shown on our website
• Communications sent by UKPayday
• The way we handled your personal information
• An introduction made by UKPayday

send the complaint to us.

If another regulated company may be solely or jointly responsible, we may forward the relevant part of your complaint to that company. If we do, we will tell you promptly:

• Why it was forwarded
• Which company received it
• How to contact that company
• Whether we are continuing to investigate any part ourselves

We will not simply ignore a complaint because another company is involved.

The lender

Complaints about an existing loan

The lender is responsible for:

• Approval or decline decisions
• The amount and rate offered
• Providing the money
• Repayment dates
• Taking payments
• Arrears and missed payments
• Early repayment
• Changes to the loan agreement

Complaints about these matters should normally be sent directly to the lender named in your credit agreement.

If you are unsure which lender or broker received your application, contact us. We will check our referral records and help identify the relevant company where reasonably possible.

Extra support

If you need urgent support

Tell us if:

• You are in financial difficulty
• You have a serious illness
• You are dealing with bereavement
• You need an urgent response
• You require information in a different format
• You need us to communicate in a particular way

We will take your circumstances into account and make reasonable adjustments where possible.

If you may miss a loan repayment, contact your lender immediately. UKPayday cannot change a repayment plan on the lender’s behalf.

Free and impartial help is available from:

Independent review

The Financial Ombudsman Service

If you are unhappy with our final response—or eight weeks have passed without a final response—you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is free and independent. You do not need a solicitor or claims management company.

You will normally need to contact it within six months of the date of our final response.

Website

financial-ombudsman.org.uk

Telephone

0800 023 4567

Post

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The Financial Ombudsman Service will decide whether it can consider your complaint.

Your information

Data-protection complaints

If your complaint concerns how we collected, used, shared, stored or protected your personal information, email complaints@ukpayday.co.uk.

Use “Data protection complaint” as the subject.

We will:

• Acknowledge the complaint within 30 days
• Take appropriate steps to investigate it without undue delay
• Keep you informed
• Explain the outcome

You can also complain to the Information Commissioner’s Office.

You do not need to contact us before approaching the ICO, although contacting us first may allow us to resolve the issue more quickly.

Requests to access, correct or delete personal information are explained in our Privacy Policy.

No penalty

Complaining will not count against you

Making a complaint will not:

• Cost you anything
• Affect how we investigate the matter
• Prevent you from using your legal rights
• Affect an existing credit agreement
• Be used as a reason to reject a future application

Any future lender will still make its own independent decision.

Afterwards

Learning from complaints

We record and review complaints to identify:

• Repeated customer problems
• Unclear website content
• Technical errors
• Partner issues
• Customers who may need additional support
• Changes needed to our processes

Where something has gone wrong, we aim to correct the individual issue and reduce the chance of it happening again.