Customer experience is of paramount priority here at WageDayAdvance.co.uk. It is something we pride ourselves on. If for whatever reason, you wish to complain about any aspects of our service, please follow the complaints procedure outlined below. If you have a complaint about your loan or the lender you were matched with specifically, please contact them directly.
To submit a complaint in writing, please use the following address:-Wage Day Advance Ltd
If you prefer to contact us by phone, please call 0800 158 5343. You can also email our complaints team directly at [email protected].
Once your complaint has been received, our support team will endeavour to resolve your issue within 48 hours and we will notify you on completion. If for whatever reason we are unable to resolve your issue within this timeframe, we will provide a written acknowledgement of the receipt of your complaint within 72 hours and also inform you of our complaints handling procedure. We will also let you know the contact details of the person who is handling it.
In some extreme cases, a complaint may require further investigation (both internal or external) that can sometimes lead to a longer resolution time. Should this be the case with your complain, we will inform you of such and be sure to keep you regularly updated of the proceedings. Our final response on the matter will be delivered immediately upon resolution up to a maximum of 8 weeks from the date the complaint was registered. Unfortunately, not all complaints are resolved with complete customer satisfaction but all will be thoroughly investigated and the findings reported.
If on the occasion you are not 100% satisfied with our response in regards to your complaint, you may raise the issue with the FOS (Financial Ombudsman Service) for them to consider. Their website can be found at https://www.financial-ombudsman.org.uk/. Please make sure you contact the Financial Ombudsman Service within 6 months from the date you receive our final response to your complaint.
Note: If you choose to contact the Financial Ombudsman Service regarding your experience with us, please reference the correct party. Wage Day Advance is a brokerage service, not a lender and as such we do not make credit decisions. Nor do we issue your loan or engage in the collection of it. For complaints regarding your loan specifically, you should reference the lender who provided you with it. Please contact us if you are unsure of the identity of the lender you were matched with and we will provide you with the details.
You can contact the FOS at the address below:-The Financial Ombudsman Service
Email: [email protected]
Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).
Along with the options we outlined above, you also have the option of requesting a review on the European Online Dispute Resolution Platform. This can be found at http://ec.europa.eu/consumers/odr
If you would like to complain to the Financial Conduct Authority (FCA), they can be reached on the following phone numbers: 0800 111 6768 (freephone) or 0300 500 8082.