Our commitment to our customers
At PaydayMart.co.uk we want all our customers to feel happy with the service and products that we provide. As a result we commit ourselves to listening to any complaints you may have in order to resolve them.
Let us know about anything you are unhappy with
Should you need to speak to one of our Customer Service Team members, they are available from:
Monday - Friday - 08:00 to 21:00
Saturday - 09:00 to 21:00
Sunday - 10:00 to 19:00
Telephone number: 0844 846 0202
Call charges may apply – 5p per minute from BT landlines, mobiles and other providers may vary so please check before calling
How to complain
If you are not happy with our service please let us know. At PaydayMart.co.uk we want to give you a fantastic service but we recognise that this is not always possible. So if there is anything you have a complaint with, please tell us:
By phone
If any aspect of our service is dissatisfying to you and you would like to speak to one of our specialised Customer Service Team via the telephone please call us on 0844 770 1960 (Charges for this will apply - 10p per minute from BT landlines other providers and mobiles can vary). Our team will listen to your problems and issues and convey all the details to our Customer Relations Department who will investigate everything you have told them.
In writing
Please send all postal correspondence to:
Payday Mart
3rd floor
207 Regent Street
London W1B 3HH
Or you can send an e-mail at: info@paydaymart.co.uk.
Do not include any personal information in an e-mail message as this could prove to be a security risk. We will then make our response to you via letter or telephone so that none of your personal details can be accessed via e-mail.
What you need to give us
To ensure that we can investigate your problem in a timely fashion, please give us the following details:
• Your full name, date of birth, daytime telephone number and full address.
• The full details of your complaint.
How long will I have to wait?
We do our best to address all of your complaints by the end of the next business day, but if this takes longer than five working days we will write giving you the following information:
• Who is looking into your complaint
• When you should expect us to contact you
If your complaint is longer than five working days, we will stay in close contact with you, to let you know its progress. If the complaint is particularly difficult and takes longer than four weeks we will:
• send you our full response within four weeks of receiving your complaint. We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can go to stage 2 of the procedure by referring your complaint to the BCCA which is our Trade Association and acts on our behalf. Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after stage 2 referral - also that we will regard the complaint as closed if the BCCA does not receive a reply from you within eight weeks of our full response.
• The BCCA will investigate your complaint and will provide you with a final response within four weeks of receiving notification of your continuing dissatisfaction.
• If you are dissatisfied with the final response from the BCCA, you can ask the Financial Ombudsman Service for an independent review. The BCCA will enclose a leaflet from the Financial Ombudsman Service in their final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving the final response from the BCCA.
If you are still not satisfied
In the rare cases where we cannot resolve your problem, you need to contact the department or person who was in charge of your complaint. With them you can agree on the necessary steps forward. If an agreement cannot be reached, you can contact the BCCA or Financial Ombudsman Service for a review at the following address:
Chief Executive
BCCA
Portal Business Centre
Dallam Court
Dallam Lane
Warrington
WA2 7LT
Email: info@bcca.co.uk
phone: 01925 426 090
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
website: www.financial-ombudsman.org.uk
email: complaint.info@financial-ombudsman.org.uk
phone: 0845 080 1800
