Lender in Focus 10.6: Sunny Complaints and refunds

Lender in Focus 10.6: Sunny Complaints and refunds

Sunny complaints

Sunny complaints are not all that common. With a TrustPilot rating of 8.9 out of 10, there are significantly more happy customers than unhappy ones. While there is some scope for improvement, getting a rating of 10 out of 10 is a tall order for any company.

Even so, there are some customers who are not satisfied with Sunny. Their experiences, combined with happier customers, can help you decide if Sunny is the right credit solutions company for you.

Complaints against Sunny include customers who are unhappy about being refused further finance. That is, after paying back a previous loan. Along with, concerns over use of data, and being chased for missed payments. Sunny have responded to complaints on TrustPilot. Often they ask customers to get in touch via another method, such as on the telephone.

Sunny are proactive in spotting and replying to complaints on TrustPilot. Yet customers with complaints should contact them directly to get the problem resolved. There is not a lot any company can action from a review on a public forum alone.

Here we take a closer look at Sunny and the complaints they have received.

How Sunny complaints are made

As a borrower, if you have a complaint or a question for Sunny, then you need to get in touch with them directly. They need more information about you and the nature of your issue so they can investigate effectively.

To contact them, you can telephone or send an email. You can write to their Customer Relations team. Here they will attempt to resolve your concerns within three working days from receiving your letter. You should receive a written response which will be issued within five working days. As well as a final letter within eight weeks of receiving your complaint.

If necessary, you can refer this to the Financial Ombudsman Service within six months.

About the Financial Ombudsman Service

The Financial Ombudsman Service is the UK’s official expert in sorting out problems with financial services and products. They can give an unbiased answer to your issue and, if necessary, they have the legal powers to put things right. They help around 2 million people per year to resolve issues with a range of financial services. Such as credit cards, bank accounts, mortgages, and payday loans.

The Financial Ombudsman Service’s consumer helpline is 0800 023 4567

Types of complaints about Sunny

As with any financial services company, there are some customers who are not 100% satisfied with the service they have received. These unhappy customers, and how their complaints are dealt with, can tell you a little more about Sunny.

On the whole, Sunny’s customers are happy. A TrustPilot rating of 8.9 out of 10 is classed as ‘Great’, and not all companies achieve this rating.

90% of Sunny’s reviews on TrustPilot are a 4 or 5 star. The very unhappy customers tend to give a 1-star rating. For Sunny, this is currently around 5% of all their reviews.

A 1-star review from February 2017 reads…

“Was great to start with leant me what I needed at the time, but once I paid Them back and was never ever late with a payment, they then decided to decline my application!! Cannot. Relieve it cause I paid it I’d within 3 days of having it!”

This is quite typical of 1-star reviews of Sunny. It would seem people who were customers of Sunny and have paid back their finance as planned have not always been approved for further finance.

Sunny’s commitment to responsible lending means they assess each loan application on its individual merit. Someone’s financial history does not mean they’re not capable of paying finance back right now. Which incidentally can enable those with a poor credit rating to access credit when they need it, but this works both ways.

Sunny’s rigorous checking system means, on some occasions, they can refuse credit. Even when previous applications have been approved. If you feel Sunny have treated you unfairly, you can complain to them in writing. And take it to the Financial Ombudsman Service if you want to pursue the matter further.

types of complaints about sunny

Another customer who has been declined a further loan said…

“I applied for a £200 loan, I got accepted and even offered £400, I still only took the £200, I paid this loan back after 3 days as I got paid early, I then tried to apply for a second for Xmas, and got declined, I see this is regular, my circumstances have not changed I am so confused and disgusted, will be warning everyone”

In this instance, Sunny responded through TrustPilot….

“We have some system rules in place that prevent you from taking another loan the same day as you pay one off, to allow our system time to update. You can then also submit one application per 24 hours. It’s likely that these are the rules that prevented your application from being approved. If you’d like us to look into this further for you, please call us on 01284 715 444.”

The customer is annoyed their loan application was declined. Yet Sunny tried to resolve this issue by offering an explanation. Along with, asking the customer to get in touch directly so they can investigate further.

Sunny loans compensation and refunds

Once your complaint is referred to the Financial Ombudsman Service, and upheld, you may be entitled to a partial or full refund.

The Financial Conduct Authority (FCA), as the UK’s financial services regulator, is able to provide protection for consumers. By ensuring customers are treated fairly. Also, that lenders provide products which are appropriate. And, intervening where lenders are not meeting the standards of the FCA. All lenders must be FCA-authorised.

Elevate Credit International Limited, parent company of Sunny, is authorised and regulated by the FCA. Their registration number is 673771.

Final thoughts

Sunny, as a lender, may not always get things right with every single customer. But the regulation by the FCA and the remit of the Financial Ombudsman Service means consumers are protected. Particularly from when financial providers get things very wrong. Lenders who fail to put things right can ultimately have their FCA authorisation withdrawn.