Pay Pony


Pay Pony

Complaints procedure

Do you have a complaint or concern? Please contact Pay Pony today if you are experiencing any issues.

Customer support

Here are some common questions our customer support team receive. Your question may be listed.

Why am I receiving these messages?

Your contact details were used as part of a loan application on one of our loan websites.

What should I do if I did not make a loan application?

You may not have applied for a short term loan with Pay Pony but you may recently applied through one of our other brands.

If you have not applied through one of our brands, then one of our customers may have mistyped their contact details during their loan application. If this has happened then we recommend opting out here.

What should I do if I think my details have been used fraudulently?

If you think this has happened you can complete this form and we will opt you out of all our services and marketing. Rest assured we will never take a payment from you.

If you would like further information please visit our fraud watch page.

How do I opt out of all your services and marketing?

You can opt out using this form.

Do you have a complaint?

Here at Pay Pony we are always striving for great customer service and we take every complaint very seriously. If you are not satisfied with any aspect of the credit brokerage service that you have received from William Ellis Sinclair (the "Company", "we", "us", and "our"), we would like you to tell us your concerns to enable us to address them.

How do I file a complaint?

You can send in your complaint to Pay Pony by emailing [email protected] Alternatively, if you want to write to us please send your complaint to Pay Pony, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom.

What we will need from you

To help us investigate and resolve your complaint as quickly as possible please could you provide us with the following details:

  • Your full name, address, date of birth and telephone number
  • The full details of your concern providing as much detail as possible

Please note that we cannot deal with complaints regarding the service provider or any lender or broker we may refer you to. You will need to take up any complaints directly with the company.

How long will it take?

Upon receiving your complaint we will try to get it resolved within 48 hours.

If we cannot resolve this within the time stated, we will send you an acknowledgement within 3 working days to let you know that we have received your complaint and who is dealing with it.

We will keep you informed of the progress of the investigation by writing to you again no later than four weeks after receiving your complaint. If for some reason we have been unable to reach a resolution at this stage and further investigations are required, we will inform you of the reasons for the delay.

We are committed to ensuring that you receive a final response letter within eight weeks of the Company receiving your complaint.

If you are not satisfied

If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you:

  • You can ask us for a formal review by contacting our Complaints Manager; and / or
  • You can ask the Financial Ombudsman Service (FOS) to review your complaint. You may contact FOS following the passing of eight weeks after making a complaint. You have a maximum of 6 months from date of receipt of our final response within which to contact FOS.

Please note, even if you have asked for your complaint to be reviewed by the Company, you still have the right to contact the FOS.

Contact details

To request a formal review of our complaints procedure, please contact the Complaints Manager on:

The Complaints Manager, Pay Pony, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom.

To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone option: 0800 023 4567, calls to this number are now free on mobile phones and landlines. Telephone option: 0300 123 9 123, calls to this number cost no more than calls to 01 and 02 numbers. Email: [email protected].

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: here.