Complaints
Last reviewed
Customer complaints
At Payday Loans Ltd, trading as Payday UK, we always try to provide the best service we can. If we have not, we want to know.
This page explains how to complain, what we will do, and where you can take your complaint if you are not satisfied with our answer.
How do I make a complaint?
You can complain in whichever of these ways suits you:
Email: complaints@paydayuk.co.uk
Telephone: 0800 302 9409 (free from UK landlines and mobiles)
Post: Complaints Manager, Payday Loans Ltd, The Charter Building, Charter Place, Uxbridge, UB8 1JG
Please tell us what happened, when it happened, and what you would like us to do about it. A daytime telephone number helps us resolve things faster.
If you need to complain in a different format, or need help making your complaint, tell us and we will accommodate it.
What happens next?
Flux Funding Limited is authorised and regulated by the Financial Conduct Authority, and we are its appointed representative. We handle complaints under the FCA’s rules, which set the timescales below.
If we can resolve your complaint quickly, we will. Where we resolve it to your satisfaction within three business days of receiving it, we will write to you confirming that, and telling you that you may still refer the matter to the Financial Ombudsman Service if you change your mind.
Where we cannot resolve it that quickly, we will acknowledge your complaint in writing within 5 business days. That acknowledgement will tell you who is dealing with it and how to contact them.
We will then investigate. We will send you our final response within 8 weeks of receiving your complaint.
If we cannot give you a final response within 8 weeks, we will write and explain why, and tell you when you can expect an answer.
We will keep in touch with you while we investigate.
What if I am not happy with the outcome?
You can refer your complaint to the Financial Ombudsman Service. It is a free, independent service for settling disputes between financial firms and their customers.
You can go to the Financial Ombudsman Service if you are unhappy with our final response, or if 8 weeks have passed since you complained and we have not given you one.
You must refer your complaint within 6 months of the date of our final response, or you may lose the right to have it considered.
You can contact the Financial Ombudsman Service:
Website: financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567, or 0300 123 9123
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
We will include a copy of the Financial Ombudsman Service’s explanatory leaflet with our final response.
Complaints about how we handle your information
If your complaint is about how we have used your personal information, please tell us first using the details above, and we will try to put it right.
You also have the right to complain to the Information Commissioner’s Office at ico.org.uk. The Information Commissioner’s Office, not the Financial Ombudsman Service, regulates how organisations handle personal information.
Our Privacy Policy explains what we do with your information and what your rights are.