Lender in Focus 3.6: PaydayUK complaints and refunds

PaydayUK Complaints

PaydayUK Complaints

It is important to look at any short-term loan provider’s complaints procedure. That is, to see how they may handle your complaint if you were not satisfied with their service. CashLady takes a look at the PaydayUK complaints procedure. Please be aware that they are no longer offering loans online.

How do I complain to PaydayUK?

PaydayUK strives to provide excellent service to their customers at all times. Bu,t occasionally they may not always get things right the first time.

If you are not satisfied with PaydayUK’s service for any reason and want to let them know, they have a dedicated Customer Services Team. They will do their best to resolve your issues for you.

Lender in Focus 3.6: PaydayUK complaints and refunds

If PaydayUK is unable to resolve your issue, they will make a note of your concerns. And then pass them on to their Customer Relations Department to enable a full investigation to be carried out.

You can call PaydayUK on: 0330 024 1642

Write to PaydayUK at:

Customer Relations Department,

PO Box 255,



OX26 4ZY

Or email PaydayUK: customer.relations@paydaycontact.co.uk

You should not include additional personal information in your email messages for security reasons.

What do PaydayUK need from me?

To help them investigate and resolve any concerns or issues that you have, you should provide PaydayUK with the following:

  • Your full name
  • Address
  • Date of birth
  • Daytime telephone number
  • Full details of your concern

How long will it take?

PaydayUK will always try to resolve your concerns immediately. If they are not able to resolve any issues within 5 working days, they will write to you and let you know:

  • Who exactly is dealing with your complaint
  • When they will contact you again

PaydayUK will keep regular contact with you until your complaint has been resolved. Some complaints can be complex. If this is the case, they may take longer to resolve. If your issues have not been resolved within 8 weeks, PaydayUK will:

  • Send you a ‘Final Response’ Letter. This will explain their final position.
  • At this point, you should also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to www.financial-ombudsman.org.uk

If even after you have contacted the department handling your complaint, you are still not satisfied with the way PaydayUK has handled your complaint, you can request the Financial Ombudsman Service to review your complaint.

The complaints procedure for PaydayUK

You can contact the Financial Ombudsman Service by:


The Financial Ombudsman Service,

Exchange Tower


E14 9SR

Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile telephone

Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

Website: www.financial-ombudsman.org.uk

Email: complaint.info@financial-ombudsman.org.uk

PaydayUK complaints data

From 17 February to 30 June 2016, Instant Cash Loans Limited, part of the Dollar Financial UK group, had 3,366 credit-related complaints opened and 2,864 complaints closed. 15.6% of complaints were upheld in this timeframe.