Important Customer Notice

 

Payday UK are no longer offering new loans through the website; www.paydayuk.co.uk or over the phone. We apologise for any inconvenience this may cause you.

 

If you are interested in applying for a loan in store, our sister brand The Money Shop may be able to help you with over 200+ stores on the high-street, to find your nearest store click here.

 

Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk


Existing Customers

 

We apologise for any inconvenience our online loan closure may cause you. We want to make the process of managing your loan as smooth as possible and keep you informed on what this means for you.

 

If you have an existing online loan and your repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a payment or you need to speak to us about your repayments please contact us by phone on 0330 024 1642* as soon as possible.

 

You can still login to your online account to update your contact details, make a repayment or change your password. 

 

If you have any questions about this notice or your existing loan please see our FAQs below for more information. For all other queries you can contact our Customer Service Team who will be able to help you in the following ways:

 

Phone: 0330 024 1642*

Opening hours: Monday - Friday 8am to 7pm, Saturdays: 9am 4pm, Bank Holidays: 10am to 4pm.

 

Email: account.services@paydaycontact.co.uk

 

Postal Address: Cardinal House, Abbeyfield Court, Abbeyfield Road, Nottingham NG7 2SZ

 

 

Frequently Asked Questions



Why can I not apply for a loan online?

Payday UK has closed its online loan product however If you are interested in applying for a loan in store, our sister brand The Money Shop may be able to help you with over 200+ stores on the high-street, to find your nearest store click here.

 

I’ve applied for a loan but not received any funds, why is this?

As the online loans product has been switched off, any applications that have not been processed will have been cancelled and an email sent to you confirming this. Please check your emails including your spam or junk folder and look out for our email. If you still have not received an email please contact our customer service team on 0330 024 16421

 

I already have a loan, what does this mean for me?

If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0330 024 16421

 

Do I still have to repay my loan?

Yes. If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0330 024 16421

 

 

Can I still login to my online account to manage my online loan?

Yes, you can still login to your online account and manage your existing loan and personal details. You will not be able to apply for another loan through your online account.

How do I make a payment?

We usually take payment automatically from your debit card you provided when you applied.  If you have a new debit card then please contact us on 0330 024 16421 and we will be able to update this information for you. Alternatively, you can add in your new debit card details once you have logged in to your account. If you no longer have a debit card, you can also call us to make alternative arrangements to pay us back.

What payments can I make early?

You can make a payment early at any time by logging into your online account by clicking here.

Alternatively, you can call us on 0330 024 16421 to make a payment.

Do I pay less if I settle my balance early?

Yes, we charge interest by the day so if you want to settle your loan early you will only pay interest on the amount of days you have the loan for.

You can make a payment early at any time by logging into your online account by clicking here. Alternatively, you can call us on 0330 024 1642¹ to make a payment.

When might I be contacted by you?

We may try and contact you whilst your loan is outstanding. This is to ensure we have the right information for your repayment and that you are still in the position to make your payment on the scheduled due date, or if you go into arrears. 

Can I change my repayment date?

If you need to change your repayment date, please call us on 0330 024 16421.

What happens if I cannot afford to pay you?

We understand that your personal and financial circumstances can change. If this is the case, you must let us know as soon as possible and we will do our best to help.

If you are having problems making a payment please contact us on 0330 024 16421 and we can discuss your payment options.

Please remember that free, impartial debt advice is available to you. Below are some debt advice organisations that specialise in assisting customers who are in financial difficulty.

Citizens Advice www.citizensadvice.org.uk Please visit their website to find contact details for your local bureau
National Debtline www.nationaldebtline.org 0808 808 4000
Step Change www.stepchange.org 0800 138 1111

How do I update my contact details?

If you wish to update your contact details with us, you can log into your Account Management area. It's really simple to use, just click on 'Update Details' at the top of the page and you will be able to update your information.

Please click here to go to our login page. Alternatively, you can call us on 0330 024 1642¹ to change your contact details.

How do I update my payment details?

If you would like to update your payment details please call us on 0330 024 16421.

My surname has changed - what do I do?

We may require supporting documents (e.g. Deed poll certificate or marriage certificate) as proof of your name change.

All you need to do is send us a copy of your proof of name change, you can do this simply by attaching them to an email and sending it to documents@paydaycontact.co.uk

Please remember to confirm the full name we currently hold for you, your full address including postcode and your date of birth. This will help us to find your account quickly and get your details updated.

My pay day has changed, how do I update this?

We only need to update your new payday if you are applying for a new loan with us or you would like us to change the date we take your repayments.

Please call us on 0330 024 16421 to update this information.

How do I log in?

Please ensure that when logging in to your existing customer login area, you use the email address you registered with us, your date of birth should be in the following format dd/mm/yyyy and then the password you used previously. This must include a capital letter, a number and be a minimum of 8 characters in length.

If you have forgotten your password you can use the forgotten password link by clicking here, or you can call us on 0330 024 1642¹.

Why can't I login?

There can be a number of reasons why you are unable to login to your online account.

Please ensure that when logging in you use the email address you registered with us, your date of birth is in the following format dd/mm/yyyy and the password you used previously.

The password must:

Include a capital letter

Include a number 

Be a minimum of 8 characters in length

If you have forgotten your password you can use the forgotten password link by clicking here or calling us on 0330 024 1642¹. Our opening hours are Monday to Friday 8am until 7pm and 9am until 4pm on Saturdays.

What if I change my mind about my loan application or received loan?

Please call us on 0330 024 16421.

If you have already received your loan and executed agreement and would like to withdraw, you can do so upto 14 days after you have received your agreement. You will need to repay the principal amount we lent you plus any interest you have accrued to date.

How do I find my reference number?

Your reference number can be found on your original executed loan agreement, sent via email after your funds have been deposited.

If you still cannot locate your agreement number then please call us on 0330 024 16421.

My question still isn't answered

If you cannot find the answer to your question in our Help Centre, then please email us at account.services@paydaycontact.co.uk. One of our customer service representatives will be happy to answer your questions.

Alternatively please call us on 0330 024 16421.

Why is my account being sold?

The business has made the decision that when accounts reach a certain stage within the Collections journey, they may be sold to a third party company for collection. Going forwards, your account will be owned by PRAC Financial Limited and will be managed by BW Legal

Who are BW Legal?

BW Legal is an award-winning debt recovery law firm

How do I contact BW legal?

You can call BW Legal on 01133 234497, you can email them at contact@bwlegal.co.uk or alternatively, you can write to them at;

BW Legal, Enterprise House, 1 Apex View, Leeds, West Yorkshire LS11 9BH

Alternatively you can log on, register and manage your account with BW Legal on this link https://customerportal.bwlegal.co.uk/

What does this mean to me?

This means that your account is no longer owned by Instant Cash Loans Limited. All future contact will need to be directly with BW Legal.

I am in an IVA/Bankrupt/DMC, what happens?

Please send any correspondence to BW Legal, so that they can proceed accordingly.

Do I need to take any further action?

You will need to contact BW Legal who is now dealing with your account, and all future payments will need to be made to them.

Why is my account now with a Debt Collection Agency?

The business has made the decision that when accounts reach a certain stage within the Collections cycle, they may be outsourced to a third party company for collection. Your contractual agreement remains with us but going forwards, your account will be managed by them. If this relationship changes in the future, we will let you know

What does this mean to me?

If you have not already had one, you will receive a communication from the appointed Debt Collection Agency introducing themselves, and advising they are now servicing your account on our behalf. The letter will provide details on how you will be able to contact them.

Who is my account being managed by?

Your account will be;

BW Legal

You will receive a letter from the appointed debt collection agency confirming this.

How do I contact the appointed Debt Collection Agency?

You can contact BW Legal by:

Calling 0113 323 4500

Emailing: contact@bwlegal.co.uk

Writing to: BW Legal, Enterprise House, 1 Apex View, Leeds, West Yorkshire LS11 9BH

How will this affect my credit rating?

The action of outsourcing your account to a third party for collection has no direct impact on your credit file. However, the longer the arrears continue, the greater the risk that this will adversely affecting your credit rating, which may make it more difficult or expensive to obtain credit in the future. Please remember that free, impartial debt advice is available to you.  Below are some debt advice charities/services that specialise in assisting customers in financial difficulty:

Citizens Advice

www.citizensadvice.org.uk

National Debtline

www.nationaldebtline.org

0808 808 4000

Step Change

www.stepchange.org

0800 138 1111

Money Advice Service

www.moneyadviceservice.org.uk

0800 138 7777

PayPlan

www.payplan.com

0800 280 2816

 

I am in an IVA/Bankrupt/DMC or other form of insolvency, what happens?

Please send any correspondence to the appointed Debt Collection Agency, and they will proceed accordingly. Their contact details are;

BW Legal
01133 234500
contact@bwlegal.co.uk
BW Legal, Enterprise House 1 Apex View, Leeds, West Yorkshire LS11 9BH

Do I need to take any further action?

You will need to contact the Debt Collection Agency who is now servicing your account, any payments will need to be made to them.

The person who you have written to is deceased, what do I do?

Please accept our condolences. Please contact our Customer Care Team on the 0800 316 1414 or email UK-DCASupportTeam@dfguk.com to advise. Alternatively, contact the Debt Collection Agency directly using the details provided within the letter. They will be able to explain the information we might need from you.

What is Continuous Payment authority (CPA)?

A continuous payment authority, (“CPA”), is a type of recurring payment, similar to a Direct Debit where you give permission for a company to take future payment(s) using your debit card details. Please remember that if your debit card details change, you need to contact us as this may impact our ability to collect any due payment.

How is CPA used?

We will use CPA by automatically debiting your instalment payments when they become due using the debit card details you have provided. We will make up to two attempts to collect the full amount due. We may contact you prior to your payment becoming due. We won’t use CPA more than twice to try and collect an instalment and we won’t apply for part-payment unless you instruct us to do so.

If our payment attempts are unsuccessful, we will attempt to contact you to find out why your payment has failed. If there are two failed CPA attempts on your account we will not attempt to collect a further payment using CPA until we have spoken to you and you have agreed for further payments to be made using this method of payment.

How do I cancel CPA?

You can cancel your CPA at any time using any of the methods below;

1. Cancelling CPA via email

Please send an email to account.services@paydaycontact.co.uk with a subject title of “Cancel Continuous Payment Authority”.
Within the email, please quote the following to help us identify your account;


• your loan agreement reference
• your name and date of birth
• your registered email address


2. Cancelling CPA over the telephone


You can cancel CPA by calling us on 0330 024 16421


3. Cancelling by contacting your bank

You can also cancel CPA by contacting your bank. If you do so please ensure you pass on your loan agreement reference to them to help us identify your account. Please note this can take several days as your bank will need to take your instruction and then inform us.

Remember, if you do cancel your CPA you must arrange for another way to pay us. Alternative methods of repayment include;
1. Standing Order/Bank Transfer
2. By Calling us.