Warning: Late repayment can cause you serious money problems. For help, go to moneyhelper.org.uk. UKPayday is a credit broker, not a lender.
Supporting customers who may need extra help
Extra support, without extra pressure
Anyone can find themselves in circumstances that make financial decisions harder.
You do not need to describe yourself as vulnerable. You do not need to know what type of help to ask for. Tell us what is making the process difficult and we will consider what support we can provide.
UKPayday is a credit broker, not a lender.
Four drivers
What vulnerability can mean
The Financial Conduct Authority identifies four common drivers of vulnerability.
A person may experience more than one of these at the same time. Circumstances can also change quickly.
Just say so
You can tell us what you need
Email help@ukpayday.co.uk and use the subject “Extra support”.
You only need to tell us enough to explain:
- What is making the process difficult
- How you would prefer us to communicate
- What adjustment or support may help
- Whether someone is helping you
You do not normally need to provide medical evidence.
Adjustments
How we may be able to help
Depending on what you need, we may be able to:
- Give you more time
- Explain information more clearly
- Divide information into shorter sections
- Repeat or confirm important points in writing
- Use a different communication method
- Provide information in a more accessible format
- Help identify the lender or broker involved
- Pause while you consider your options
- Stop processing an application where possible
- Communicate with an authorised representative
- Direct you to free specialist support
Some support depends on the stage your application has reached and which organisation is responsible.
Representation
Asking someone to help you
You may ask a family member, friend, carer, solicitor or adviser to help you.
Before discussing personal information with them, we may need:
- Your clear permission
- Their contact details
- Evidence that they are authorised to act for you
- Information needed to confirm your identity
This is to protect your information.
Where you have capacity to make your own decision, the final choice remains yours.
Think first
Before you borrow
A loan may deal with a temporary expense. It will not solve a budget that falls short every month.
Pause before applying if:
- You need the loan to repay another loan
- You are borrowing for food, housing or energy
- You do not know how you will make the repayments
- A repayment would leave you short for essential bills
- You are under pressure from another person
- You are having difficulty understanding the agreement
- You feel unable to make a clear decision
- You expect to borrow again to repay this loan
Free advice may be more useful than another application.
Coercion
If another person is pressuring you
Do not submit an application if someone is:
- Telling you to borrow for them
- Asking you to hide the purpose of the loan
- Controlling your bank account
- Taking your wages or benefits
- Demanding access to your phone or email
- Pressuring you to transfer the money after it arrives
Contact your bank and an appropriate support organisation if you believe you are experiencing financial abuse.
Never disclose your PIN, online-banking password or debit-card security code.
Existing agreements
If you already have a loan
The lender controls the credit agreement.
Contact the lender as early as possible if you:
- May miss a payment
- Need to change a payment date
- Have lost income
- Are dealing with illness or bereavement
- Are struggling with essential bills
- Need communication adjusted
A lender may be able to explain the support or alternative arrangements available.
UKPayday cannot change repayments, pause interest or amend the lender’s agreement.
Referrals
Applications passed to another company
Your application may be referred to T Dot UK Limited, a lender or another broker.
We can explain our own role and help identify which partner received your information. We cannot make another company’s lending decision or promise what support it will provide.
Tell the relevant partner about any communication or accessibility needs before continuing.
Our limits
What we cannot do
UKPayday cannot:
- Guarantee approval
- Give personal financial advice
- Provide debt advice
- Change a lender’s decision
- Change a credit agreement
- Stop a lender taking an authorised payment
- Agree a repayment plan for a lender
- Remove information from your credit file
We will be direct about these limits and help you find the correct organisation where possible.
Where to turn
Free specialist support
You do not need to wait until you have missed a payment.
Money and debt
Gambling
Domestic or financial abuse
Emotional support
If you or someone else is in immediate danger, call 999.
Your data
How we handle sensitive information
Information about health, disability or personal circumstances may be sensitive.
We will only ask for information relevant to the help you need. Where sensitive information needs to be recorded or shared, it will be handled in accordance with our Privacy Policy and data-protection law.
Do not send medical records unless we specifically explain why they are necessary.
If we fall short
If we fail to support you properly
Email complaints@ukpayday.co.uk.
Our Complaints page explains:
- How we investigate
- When we will respond
- What happens if another company is involved
- When the Financial Ombudsman Service may be available
Get in touch
Contact us
Email: help@ukpayday.co.uk
Subject: Extra support
Post
PJG Financial Limited5 South Charlotte Street
Edinburgh
EH2 4AN
- Company number
- SC535782
- FCA firm reference number
- 919697
- ICO registration number
- ZB537016
PJG Financial Limited is authorised and regulated by the Financial Conduct Authority. UKPayday is a credit broker, not a lender.
Warning: Late repayment can cause you serious money problems. For help, go to moneyhelper.org.uk.