Pay PonyTM: Short Term Loans
Complaints Procedure
Here are some helpful answers from our customer support team.
Why am I receiving these messages?
Your contact details were used as part of a loan application on one of our loan websites.
What do I do if I did not make a loan application?
You may have not made an application on this loan website but if you have made a loan application at some point then you probably made it on one of other loan websites.
If you have not made a loan application at all, then one of our customers may have incorrectly inputted their contact details as part of their loan application.
What do I do if I think my details have been used fraudulently?
Unfortunately this does happen from time to time - Do not worry, we will NEVER take a payment from you. Fill out this form and we will opt you out of all our services and marketing.
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. Please provide 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 still 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.
Warning: Late repayments can cause you serious money problems. For help, go to moneyhelper.org.uk
* All loans are subject to lenders requirements and approval. Approval may take up to 30 minutes and funds will be deposited the same working day in most cases. Missing repayments may have a negative effect on your credit rating and make it more difficult for you to obtain credit in the future, also increase total amount of debt, default charges, possible legal proceedings and repossession of property.
Pay Pony is a trading style of William Ellis Sinclair.
† Credit Information Services are provided by William Ellis Sinclair, who may refer you to a third party provider. All providers offer a minimum free 3 day trial, followed by a monthly cost of £10-£30. We receive an introducers fee for this service. We are unable to tell you which provider you will be referred to in advance of your application.
We don't charge a fee, but there might be a charge from some lenders within our network. paypony.uk does not make lending or credit decisions, we are not a lender - as a broker we match customer's loan applications with lenders in our database depending on the information provided. William Ellis Sinclair is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 618190 with registered address 8a Dunraven Place, Bridgend, CF31 1JD. Licensed by the Information Commissioners Office (registration number ZA033005).