Debt Camel

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Payday lenders – email addresses for complaints

If you want to get a refund for “unaffordable” payday loans, the first step is to complain to the lender. Often it’s simple as the lender has a Complaints section on their website, but some have been taken over or the website isn’t there anymore, so here is a list pf their email addresses.

If you haven’t already read it, (perhaps you came here from another website or Facebook group – welcome!) you should read and bookmark Can I get a payday loan refund? That page has the template letters for complaints and it also looks at the most common things that happen, such as whether you should accept an offer or take the case to the Financial Ombudsman.

For contact details for the major doorstep lenders such as Provident, see Get a refund for unaffordable doorstep lending.

Cash 365 – no longer trading, try terryohare@cash365.com and talk to the Financial Ombudsman if that doesn’t work
Cash 4 U Now info@cash4unow.co.uk  (put COMPLAINT in the email title)
CashASAP complaint@cashasap.co.uk
Cash Converters customerservices.uk@cashconverters.com
Cash Float complaint.handling@cashfloat.co.uk
Cash Generators  use the contact form on their website
Cash Genie complaint@cashgenie.co.uk in administration, see below.
CashPlus complaints@apsgroup.com
Cheque Centre customerservice@chequecentre.co.uk
CFO (Capital Finance One)  customer.relations@cfolending.com – in administration, see below.
Credio info@credio.co.uk
Credit Star complaints@creditstar.co.uk
Drafty (sister company to Lending Stream) complaints@drafty.co.uk
Different Money in administration, see below.
Early Payday Loans (EPDL)  now part of ECash Window
ECash Window customercare@ecashwindow.com
Express Finance and Express Finance (Bromley) see Payday Express
Fancy a payday info@fancyapayday.co.uk now changed name to Response Lending, see below
Fast Loan UK complaints@fastloanuk.co.uk
Ferratum customercare@ferratum.co.uk (emails should be sent from your registered email address)
Fortress use the Sunny email
H&T (Harvey and Thompsons)  complaints@handt.co.uk
Herbert Brown  complaints@albemarlebond.com
In-Sync  ics.complaints@in-syncgroup.com
Kabayan simon.roberts@kbnfinance.co.uk
Ladder Loans now taken over, see the Money Shop
Lending Stream complaints@lendingstream.co.uk
Likely Loans loans@likelyloans.com and put COMPLAINT in the title
Liquid Advance no longer trading. Try their debt collectors: Capital Resolve debt collectors, they have handled one reader’s complaint:  complaints@capitalresolve.com
Loans4U / Loans4You the FCA issued a warning that this lender was unauthorised. As a result, any complaints can’t be taken to the Ombudsman.
Lolly sales@egouk.co.uk
Microlend in administration, see below. 
Minicredit If your loan was sold to Kapama/Opos, complain to them: complaints@oposlimited.com . If it wasn’t then Minicredit is in administration (see below).
Miss Payday Customercare@Miss-Payday.co.uk
Money Boat complaints@moneyboat.co.uk
Money Hive info@themoneyhive.co.uk
Money In Advance, no longer trading, try daryl.thorpe@moneyinadvance.co.uk and talk to the Financial Ombudsman if that doesn’t work
Money Platform charles@themoneyplatform.com
Money Shop customer.relations@dfguk.com
Monkey Dosh complaints@monkeydosh.com
Month End Money part of the PDUK group 
Mr Lender complaints@mrlender.co.uk
My Jar complaints@myjar.com
MyKredit  info@myKredit.com
My Mate now called Different Money
NextCredit info@nextcredit.co.uk
Oakam complaints@oakam.com
Oasis Finance / Oasis Payday use the Sunny email
Payday Express / Payday UK  / PDUK customer.relations@paydaycontact.co.uk These are very slow at responding – there are reports that you can get a Statement of Account if you phone  0800 280 2548. If you aren’t getting replies to your emails at that address, try cet@dfconline.com
Peachy complaints@peachy.co.uk
Piggybank complaints@piggy-bank.co.uk
Pixie complaints@pixieloans.com
Provident – see Get a refund for unaffordable doorstep lending as the complaints are a bit different. Contact details in that article.
Pogo Loans   complaints@pogoloans.co.uk
Pounds Till Payday part of the Malta-based Northway group, see Swift Sterling
Pounds To Pocket complaint@poundstopocket.co.uk
Quick Quid complaint@quickquid.co.uk
Quid.co.uk use the Sunny email address
QuidMarket customercare@quidmarketloans.com
Response Funding info@responsefunding.co.uk
Safeloans no longer trading but complain to  customercomplaints@sllcapital.co.uk
Safetynet complaints@safetynetmail.co.uk
Savvy info@savvy.co.uk
Satsuma onlinecustomercare@satsuma-loans.co.uk
Smart Pig team@smart-pig.com
Speedloan see Herbert Brown
Speedy Cash UKComplaints@SpeedyCash.com
Square Today customerservice@chequecentre.co.uk
Stagemount see Quidmarket
Street UK see Track Loans
Sunny  help@sunny.co.uk (if you are complaining about another brand, make it clear which one)
Swift Money Complaints@SwiftMoney.com
Swift Sterling complaints@northwayfinancial.com (Malta based – see Swift Sterling & Pounds Till Payday article for more details)
Think Finance – use the email for Sunny 
THL payday@thl-uk.com
Tick Tock customerservice@ticktockloans.com
TM Advances info@tmadvances.co.uk
Toothfairy  – in administration, see below.
Track Loans loans@trackloans.co.uk
Trusted Quid service@trustedquid.co.uk
Txtloan – a trading name of MyJar so complaints@myjar.com
Uncle Buck info@unclebuck.tv
Vivus info@vivus.co.uk
Wage Day Advance complaints@wagedayadvance.co.uk
WageMe customer.services@wageme.com
Wizzcash complaints@wizzcash.com
Wonga customercomplaints@wonga.com
Zebit trading name of Lending Stream so complaints@lendingstream.co.uk
1 month loan / 1 month money use the Sunny email
100Pounds support@skyquid.co.uk
118 118 Money complaints@118118money.com
1st Stop complaints@1ststop.co.uk
24-7 Moneybox customer.services@247moneybox.com

Firms in administration

The following firms are currently in administration – these means they have gone bust!

  • Toothfairy; Cash Genie; CFO; Microlend; Different Money.

If you are just starting a claim against any of these you need to be aware that there may be no money to pay any redress. If you have a small claim you may decide it’s not worth bothering with. If your claim is large, you should talk to the Financial Ombudsman to see what you should do, if any anything.

Anything missing or wrong?

If there is a missing lender, or you think one of these addresses is wrong, please leave a Comment at the bottom of this article.

A good place to try to track down old lenders is the FCA Register, as this lists firms brand names as well as their company names and also sometimes shows details for firms that have ceased trading.

If you still aren’t having any luck, then try the Financial Ombudsman’s complaints line – they are very friendly!

What if the lender ignores your email?

If you don’t get some form of acknowledgement within a few days, I suggest sending another email asking them to confirm they have received your previous email. If you don’t get any reply within a week, I suggest phoning them or use a “Live chat” facility on their website.

More Debt Camel articles:
Could you get a payday loan refund?

Could you get a payday loan refund?

FAQs for payday loan refunds

Q and As about payday loan refunds

Payday loans? 3 reasons not to use a claims firm

Payday loans? 3 reasons not to use a claims firm

Comments

  1. Hello, I have emailed express finance and received this back.. I don’t understand?

    Thank you for your email.

    Unfortunately you have contacted the wrong company. We are not a lender and therefore we would not have advanced a loan to you.

    Customer Services
    Express Finance Loans Ltd

    Reply

  3. After visiting your site I thought I would try my luck
    I have had many payday loan over the past 6 years with lots of different companies
    I used your template and have had 3 successes so far..Ferratum who I still owe £1200 have agreed to write off the whole debt and remove from my credit file..result
    Payday express although my debt was paid off over 12 months ago have agreed to compensate over £300
    Finally peachy loans..this was only a small £150 debt which I had still £40 owing..again they have cleared and removed from my file.
    This is a much better result than I could have imagined and I have still many more to respond
    The only company that has refused to do anything so far is lending stream but I have challenged them with this response so will wait and see what happens
    What a great site this is
    Many thanks
    Ade

    Reply

  4. I am currently experiencing problems with OPOS who are chasing a debt of £856.00 relating to a £100.00 loan taken out with Mini Credit some years ago. I have explained to them that I have an issue with Mini credit as I used them several times and on one occasion they took over £500 from my bank when I was late paying back a £100 loan which I was really annoyed about and had not authorised this large card payment. I have been in a debt relief order and have now completed this but unfortunately the guy at citizens advice left this debt of the order by accident. What do you suggest i do as I do not want to pay anymore than £100 back, they said Mini Credit are in administration.

    Reply

    • I suggest you put in an affordability to complaint to OPOS.

      Have you discussed the DRO error with CAB? If you had informed them of the debt, there may be a case for them compensating you for omitting it.

      Reply

  5. What is an affordability to complaint that you have suggested?

    I did ask the CAB what had gone wrong and they apologized for missing this debt off the DRO and have said just ignore OPOS and wait till 6 years have passed so it will fall off the credit report, but I would rather just get it sorted

    Reply

    • I think you should go back to CAB and ask for compensation. They may be able to negotiate a full & final settlement with OPOS for the debt for a couple of hundred. It’s their fault you are landed with this debt.

      “affordability to complaint” was a typo, should have read “affordability complaint” see https://debtcamel.co.uk/payday-loan-refunds/

      Reply

  6. I’ve been borrowing from Wonga, Sunny and Lending Stream for almost five years now and every time the amounts have got bigger. I now owe all three around £2000 but it’s completely unaffordable and there’s just no way I can do it. It’s making me feel sick.

    The only thing is that I lied on the expenses because I was desperate and I wanted them to give me the money. I said that my rent was £300 when it’s actually more like £700 etc. I was also made redundant in September so I didn’t want to be declined and fall behind on rent.

    Do I have a chance of getting out of this mess through complaints? I think the interest I’ve paid would be enough to pay off the loans.

    Reply

    • Yes there is a chance. Lying obviously makes it a bit harder, but borrowing month after month and increasing amounts should have told the lender something was wrong.

      What you need to do first though, before getting on with the complaints, is get your financial position stabilised so you don’t need to borrow any more. Cancel all the lenders CPAs with your bank and tell the lender you can’t make any payments and you are taking debt advice. Also cancel and DDs for non-payday loan debts – catalogues, loans, credit cards. Contact StepChange and talk to them about a temporary debt management plan. And get some advice on your benefits situation – Job Seekers Allowance and Housing Benefit, or Universal credit depending on where you live.

      Those are your top priorities. Once that is sorted so you don’t need to borrow any more, then you can start complaints.

      Reply

  7. Hello,
    Has anyone had any luck with SUNNY? I have had a total of 25 loans, from mid 2015 till present, totalling about a grand every month.Inbetween that time i paid them all off, asking for my account to be closed (they couldnt aparently) got in trouble then borrowed all over again. I have sent all this in an email to them. Just wondering if you think i have a chance or if anyones had any luck.
    Thanks

    Reply

  8. Hello,
    I took out several loans with Peachy over a 1 year period. 8 loans in total averaging 300 a month.
    I wrote to them about the affordability complaint.
    They rejected the claim and said this: Having reviewed the information available to us, we are satisfied we did do affordability checks. However, to ensure we reach an amicable agreement, as gesture of goodwill we are willing to refund £190.00 of interest paid on your loans (3,6,7 ,8) and delete any entries made on your credit file, including the defaulted notice.

    Am I being short changed? Or should I accept?
    Please help. :}

    Reply

    • Do you know how much interest you paid on loans 1 and 2? And on loans 4 and 5? Which loan did you default on – has this been fully paid?

      Reply

  9. Between 20/06/2012-07/10/2014, I got a minimum of 24 loans from Wonga, totalling £3,255 and paid back a total of £3935.63. The amount of these varied, the maximum amount being £500. Most loans were not less that £100. At the time of making these loans, I was earning £700 per month and paying £200-£300 a month to travel to and from work.
    I have made a complaint to Wonga as it was far too easy to lend this money. I was never turned down for a loan, even when I had less than £10 in my bank. I also got into arrears with these loans. At one point, I asked for help from MAS, and they contacted Wonga on my behalf to ask them to stop contacting me while we arranged a suitable payment plan for me to get on top of my debts. I was being called several times a day despite this, and was also being chased for money I had already paid, and when I provided proof of payment.
    They state that I never informed them that I was in financial difficulty until my last loan 2 years after my first.

    Today I was offered £190, and made a complaint with the Ombudsman (the advisor said it seems clear to him that I could not afford these loans). Do you think this will be worth it or should I just accept the offer?

    Reply

    • It sounds a very low offer. A loan of £500 if you only earned £700 is absurd! So you have done the right thing by going to the FOS.

      And I think you should also be asking the Ombudsman if you can have some compensation for they way they treated you when you were trying to arrange a payment plan.

      Reply

      • Hi,

        I will wait until they get back into contact with me and then ask them about this, although as they have no record of this I can’t see it being successful.
        I am disappointed in the offer, and the wait time is currently 12 weeks. This will make a 20 week wait from complaint to (hopefully) result.

        Thanks for your response, I will go ahead with the complaint :)

        Reply

  11. it says toothfairy have gone bust. has anyone been able to get intouch with them or had success in the past? I have found an email address on the FCA website, under webloans?
    or do I go straight to the ombudsman for advice? I borrowed ALOT many years ago so I want to try if I can
    thanks

    Reply

  12. Hi there,

    I had some payday loans with payday uk and there is still one outstanding. It has now been sold to a debt collection agency-how doni go about challenging this now? I emailed them asking for a statement of account and hey have replied saying it’s been sold on and to contact BW Legal who own it instead-but surely they were the ones who lent the money?!

    Thanks

    Reply

    • You need to tell Payday UK that you want to consider your complaint about all the loans that they made. If they refuse, take your case to the Financial Ombudsman straight away.

      You should also inform BW Legal that you are disputing that loan with Payday UK.

      Reply

  13. HI,
    Thanks for all the info, I’m tring to start the process. Just a quick question please – in the list of e-mails addresses Payday Express / Payday UK / PDUK have the same e-mail address. I have loans with all three but when I’ve emailed they’ve replied refering to Payday UK only. Do I need to write 3 different complaint emails?

    Reply

    • Yes, send three separate complaint emails. And if/when they go to the Ombudsman, send them as three separate cases.

      Reply

  14. Hi
    Anybody had any luck with Toothfairy Finance? I know they in administration now, but I had email today from DHR Capital Limited regarding my Toothfairy loan so I wonder maybe I could send my complaint to this company? I’ll be grateful for any information, please.

    Reply

  15. Hello,

    I have loan with Mr Lender, pounds till payday and CFO which I have not paid but they are all now closed/Administration do I still need to pay what I owe them?

    This was also the time when I had other payday loan at the time. I had 8 payday loan at the same time as well as 1 overdraft.

    Thannks

    Reply

    • When you say they are all “closed” do you mean the lenders aren’t there any more? Mr Lender certainly is! Or do you mean the accounts are showing as closed on your credit record?

      Reply

  16. Hi all

    I have just made a complaint about irresponsible lending to H&t about payday loan extensions and basically being forced into getting one of there high interest loans due to them withdrawing from the payday loan market back in 2014. Has anyone had any success or experience in dealing with them. Many thanks

    Reply

  17. Hiya everyone..
    I had quite a few wonga loans a few years back.. I’ve signed on to my account but no account summary or anything how do i get my records? I’ve emailed wonga do i request my loan summary?

    Thanks all

    Reply

    • Hi Kayleigh, have you read https://debtcamel.co.uk/payday-loan-refunds/ ? That describes the whole process of asking for a refund. Step one is say you are making an affordability complaint and ask for your list of loans (unless you already have them). Step two is sending the lender mores details. Step three (if you don’t get a good enough offer) is how to go the the Ombudsmam.

      That page is where most people comment and ask questions because more people read it!

      Reply

  18. Hi,

    So am I right in thinking that if I had a CCJ and was still given Pay Day loans I have a fair chance at getting some money back??

    Thanks
    A

    Reply

  19. Dear Sara,
    could you please help? I would like to ask you for some advice.
    “Mr Lender” are offering me £399.00 as a settlement offer. is it a reasonable offer? Thanks
    Table below explains the SOA.

    date borrowed paid interest admin fees late fees total paid balance outstanding
    1 26/09/2011 £350.00 £350.00 £105.00 £17.00 £0.00 £0.00 £472.00 £0.00 £0.00 £0.00
    2 26/10/2011 £400.00 £400.00 £120.00 £17.00 £0.00 £0.00 £537.00 £0.00 £0.00 £0.00
    3 25/11/2011 £450.00 £450.00 £135.00 £17.00 £0.00 £0.00 £602.00 £0.00 £0.00 £0.00
    4 23/11/2011 £500.00 £394.00 £300.00 £7.00 £0.00 £70.00 £771.00 £0.00 £0.00 DCA

    Reply

      • Dear Sara,
        this explains it
        Cheers

        Loan 1 – your borrowed £350.00 and paid £105.00 in interest.You settled this loan on time on your contractual settlement date, paying no more than the total amount repayable stated in the attached.

        Loan 2 – you borrowed £400.00 and paid £120.00 in interest. You settled this loan on time on your contractual settlement date, paying no more than the total amount repayable stated in the attached.

        Loan 3 – you borrowed £450.00 and paid £135.00 in interest. You settled this loan on time on your contractual settlement date, paying no more than the total amount repayable stated in the attached.

        Loan 4 – you borrowed £500.00, have paid £264.00 in interest and have an outstanding balance of £76.00 with third party debt collection agency MMF. You were due to pay £150.00 in interest on this loan however due to rolling over once you have paid more and also incurred interest and charges due to missed and late payments, meaning you have paid more.

        Over all you have borrowed £1,700 and paid £624.00 in interest across all six loans. We have offered to wipe your balance with MMF and refund you on ALL interest paid during your last loan even though you signed and agreed to paying £150.00 in interest. This is due to you informing us of your circumstances and missing payments which could indicate signs of financially difficulty.

        You first three loans were settled on time without requiring any help or support indicating to Mr Lender your ability to pay.

        Upon acceptance of our most recent revised offer you would have borrowed £1,700 and repaid £360.00 in interest. This is just 21% in interest on the capital amount you have borrowed which is significantly below the 100% interest rate cap introduced the the FCA in January 2015 after your loans were take out.

        Reply

        • They are offering to refund £399 AND wipe your current balance with MMF – is that correct? If that is right, some of the figures aren’t adding up.

          They have described this as “refunding the interest on the last loan” – but you have only paid ££264 in interest on that. I think they are actually offering to refund the interest paid on the last two loans, which does indeed add up to £399, but they just haven’t described it that well.

          £399 plus wiping your loan seems like a pretty reasonable offer to me. You could possibly get more by going to the Financial Ombudsman, but refunding all after the first two loans is a pretty common offer so you may well not.

          If you feel it’s fair (and this is very subjective, it doesn’t really matter what I think) then in view of the number confusion I suggest you reply:

          “I am a bit confused by your figures, but I feel an offer of a refund of £399 and also wiping my current balance with MMF is fair and I would like to accept that.”

          Reply

  20. How long should I have the money paid to me? I have been offered money and sent the form back with copy of bank details 2 weeks ago. How long should I wait and at where would I go from here if they have agreed a payment?
    Also I think I may have agreed too soon with payment as reading through here I think they have offered the interest on 3 loans and I think I may have had more!

    Reply

    • Which lender is it?

      I am afraid if you have accepted their offer, you can’t then change your mind :(

      Reply

          • So wonga are now saying I have not responded and have closed my case.
            I have forwarded my original email to them with my acceptance and still not heard back.
            Should I now go to the ombudsmen?

          • yes – though I expect you will soon hear back from Wonga, you may as well out in a complaint to the FOS and tell Wonga you have done this.

  21. are handycash still going.

    there is one dissolved on companies house (but description doesnt match)
    i also heard ealing trading limited was related..

    Cant find too much on google but on my loan agreement it was http://www.handycash.co.uk

    Reply

    • I’ve not come across handycash. Have you looked at your bank statements – is the payment to them going to Ealing Trading? If it was, they are still trading so send your complaint to them.

      How many loans did you have? How long ago?

      Reply

  22. Hi everyone,
    Once I have received my statement from wonga, what are the next steps to take? Do I wait for an offer or do I need to respond to the email?
    Thanks 😊

    Reply

  24. Hello all. Is there an email address for pickapaydayloan please? Does anyone know if they are still trading? Thanks in advance.

    Reply

  25. I had the following responce from Payday uk, so what shall i do now???

    This account currently has no sums due or payable. Therefore, we have no current obligation to provide a statement of account under Section 77 of the Consumer Credit Act as per Subsection (3) of Section 77 which states that the requirement under “Subsection (1) does not apply to – (a) an agreement under which no sum is, or will or may become payable by the debtor.”

    Reply

  26. Can i just update vivus is no longer trading so when you email them you get an email with the compnay who has taken over.

    Reply

  27. Hi Sara
    I sent Money Shop your template letter and then I got a letter from the solicitors think it’s B&L saying I have 14 days to pay! Should I contact them or write to the FO?

    Reply

  28. MINICREDIT/MICROCREDIT & OPOS/KAMPAMA

    Ok these guys are grey and hard to beat but you can! Opos and Kapama hold you initial loans information.

    To clarify in 01.04.2014 mini/MICROCREDIT withdrew it’s license from the UK market. Under agreement with the FCA they were not permitted to issue any further loans or rollovers from that date. They were also instructed to waive ALL INTEREST and CHARGES before transferring to OPOS LTD and were not allowed to apply any further charges from that date! Now in my case my loan was issued on 2.7.14 after their license, charges were added and I repaid opos 384.75, however OPOS/KAPAMA should not have bought this loan as they had no license to issue it! If you contact the FOS regarding this you MUST advise of the APPLICATION OF VOLUNTARY VARIATION and CANCELLATION OF PERMISSION BY MICROCREDIT. Interim permission reference number 621701. This can be found on Google and this will suffice to reclaim some money if you have a case similar to mine. Don’t give up on them OPOS are rude, I found KAPAMA much better to resolve!

    Reply

    • I have been struggling with these guys for ages, they say I owe £856 from a £100 loan taken out with mini credit in 2013, I wouldn’t mind but when mini credit were operating they took nearly £700 out of my bank without my permission one day when I had missed my repayment date on a previous £100 loan. what do you think I should do. They are not chasing me for the money but it still shows on my credit record that I owe £856.

      Reply

  29. I need help with uncle buck who apparently went under and simply changed name to something very similar they won’t entertain complaint and FO didn’t regulate them ? Loans 2008-2011 help please about £1200 interest for 3 loans of £100

    Reply

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