Our Commitment to you

At Pay Weekly, every one of our customers is important to us, and we want to ensure that you receive a fair, swift, and courteous service whenever you have contact with us.

We pride ourselves on the quality of our service but very occasionally things can go wrong. This leaflet explains how you can make a complaint to us, how we deal with it and what you can expect from us as a responsible lender.

How to make a complaint

• If you need to make a complaint, we provide a number of ways for you to do so: By email to COMPLAINTS EMAIL ADDRESS, on the telephone, in writing by letter, or online via our website. All contact details are shown

How we will address your concerns

However, you choose to raise your concerns, our customer service team will respond promptly, effectively and in a positive manner.

Most issues can be rectified within one working day. If your complaint is resolved within three working days, we will send a summary resolution communication that outlines the investigation of your complaint and the actions taken as a result.

If we are unable to resolve your complaint within three working days, or if your complaint is in writing, we will write to you within five working days to acknowledge your complaint, inform you of the person who is dealing with it and when they will be able to provide you with more information.

If your complaint is still open after 3 working days, the matter will continue to be investigated and a full response will usually be issued to you within four weeks. On occasion, complicated cases may take a little longer to resolve but you will be kept fully informed throughout the process. Our response will set out the nature of our investigation, our findings, our decision, and our proposals to put the matter right.

In the unlikely event that we are unable to provide you with a full response within four weeks, we will write to you to update you on our progress and to inform you of when we expect to be able to resolve the issue to your satisfaction.

We expect to be able to issue a full response within eight weeks for all complaints. However, if we fail to do so, we will write to you to explain the reason for the delay, when we expect to be able to provide a full response and how, if you are unhappy with the delay, you may refer the matter further.

If you remain dissatisfied

Upon receiving our full response, should you remain unhappy with the outcome you have the right to refer the matter to the Financial Ombudsman Service.