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Payday Express Complaints Procedure:

Our promise to you

We want you to be completely satisfied with our product and service. We have a commitment to taking on feedback and resolving complaints where we can.

If you are unhappy we want to help

Our dedicated Customer Services Team is on hand and ready to help you discuss your account. Opening hours for our Customer Services Team are:

  • 8am to 7pm Monday to Friday
  • 9am to 4pm on Saturdays
  • 10am to 4pm on Bank Holidays (excluding Christmas Day, Boxing Day and New Year's Day)

Helpline number: 0800 652 4661¹

I want to complain

If you are unhappy with our product or service then we want to try and help. We understand that occasionally we may not get it right first time and if this is the case you can let us or the Consumer Finance Association know.

  • By telephone:

If you are dissatisfied with our service for any reason and wish to let us know, please contact our dedicated Customer Services Team on 0800 652 4661¹ who will do their best to resolve the issue for you. If they are unable to do so, they will note your concerns and pass the details onto the Customer Relations Department for a full investigation.

  • In writing:

Please address all written correspondence to:

The Customer Relations Department Payday Express PO Box 255 Bicester Oxon OX26 4ZY

Alternately, you can email us at: customer.relations@paydaycontact.co.uk

Please note: Additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.

We need the following information from you:

  • Full name
  • Address
  • Date of birth
  • Day time telephone number
  • Loan agreement details
  • Full details of your concern

What is the expected response time?

We always try and resolve concerns as quickly as possible. However if we are unable to resolve any complaint within five working days, we will write to you and provide you with the following information:

  • Who is dealing with your complaint
  • The date we will next contact you

We will continue to communicate with you regularly until your complaint is resolved. However some complaints may take longer to resolve; if this is the case and a resolution has not been reached by the end of eight weeks we will:

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

Still feel unsatisfied?

If, after you have received our Final Response, you are still dissatisfied, you can request a review from the Financial Ombudsman Service.

They can be contacted at the following address:

The Financial Ombudsman Service Exchange Tower London 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

 

You can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Complaints data

Click here to view complaints data.

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