Warning: late repayments can cause you serious money problems. For help, go to moneyhelper.org.uk. We are a broker not a lender.

Complaints

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

Complaints

We always strive 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 us we would like you to tell us your concerns so we can address them.

Customer support

Here's a selection of questions we have received, your question might be listed.

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

You may not have applied for a short term loan with Pay Penguin 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.

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

We have more information and guidance available here.

We are sorry to see you go. You can opt out here. The opt out request usually takes between 24 - 48 hours. If you receive any messages during this time please ignore them, you won't need to opt out again.

How to file a complaint

Do you have 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 Penguin, 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: