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Complaints

We're committed to treating every customer fairly and aim for 100% customer satisfaction. If things go wrong, we want to put them right for you as quickly as we can. If you're not happy with the service you receive or the loan that you've taken, it's important that you let us know.

We believe in putting our customers at the heart of what we do and always strive to resolve any issue or complaint as quickly as possible. You can find out more by clicking here.

Ways to complain

Call us on: 0113 8879737

Email us at: complaints@wagedayadvance.co.uk

Write to us at:
Complaints Team
Wage Day Advance Limited
PO Box 10397
Nottingham
NG1 9JJ

How we'll deal with your complaint

We'll try to resolve your complaint on the spot, but whatever happens, we'll:

  • Give your complaint our immediate attention, and in any event acknowledge we have your complaint within five days of our team receiving it
  • Do our very best to resolve your complaint as soon as possible, and keep you regularly updated on its progress
  • Let you know the name of the person who is dealing with your complaint
  • Send you our final response within eight weeks of receiving your complaint, which will inform you of the results of our investigation

If you're still unhappy following the receipt of our Final Response Letter or do not receive a response within eight weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service.

Ways to complain to the Financial Ombudsman Service

Call on 0800 023 4567 or 0300 123 9 123
Email to complaint.info@financial-ombudsman.org.uk
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk

You can complain to the Financial Ombudsman Service at any time after you first raise your complaint with us, but you must complain to them within six months of your final response being issued by us.

Under EU regulation you can also make a complaint on the Online Dispute Resolution (ODR) website which is managed by the European Commission. If you make a complaint through the ODR, they will refer you to the Financial Ombudsman Service who will then refer you to us unless you have already been through our complaints process.

https://webgate.ec.europa.eu

Complaint data

*Data refers to period 01/01/2017 – 30/06/2017

Product/Service Grouping Numbers of complaints opened by volume of business Number of complaints opened Number of complaints closed* Percentage upheld
Credit related 9.99 (0.99%) per 1000 loans 2636 1819 25.45%

*Some complaints closed in this period were opened prior to 31/12/2016