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Pay Pony

Complaints

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.

How to file a complaint

We have an internal complaints handling procedure that is detailed below for you so that we can resolve your complaint quickly and ensure that you speak to the right person.

  • Email: [email protected]
  • Write to: Pay Pony, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom
Response time

Our team has been trained to assist you with any issues you may be experiencing. Most issues can usually be resolved the following business day. If we are unable to do so, we will acknowledge your complaint within three working days of receiving your communication.

Some complaints necessitate an internal or external investigation, which may prolong the resolution time. If we need to investigate your complaint further in order to respond fully, we will notify you and keep you up to date. Please keep in mind that complex complaints may necessitate a thorough investigation. We will send our final response as soon as possible, but no later than eight weeks after receiving your complaint. We regret that not all complaints can be resolved to the customer's satisfaction.

Financial Ombudsman Service

If you are dissatisfied with our response to your complaint, you may appeal to the Financial Ombudsman Service (FOS). The FOS website is www.financial-ombudsman.org.uk. Please contact the FOS within six (6) months of receiving our final response.

Please ensure that you are contacting the FOS about the correct party. We are a brokerage firm, not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Please contact us if you have any questions about the identity of your lender.

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below: