Our commitment to our customers

Listening to your feedback and resolving any complaints you might have, is part of PaydayBank’s tradition and commitment to you. We strive to deliver products of an excellent standard and to be professional in everything we do. Please feel free to contact us in case you believe there is room for improvement or you need to complain about our services.

Our dedicated customer Services team would be happy to discuss and try to resolve any issue regarding your account with us on our customer services helpline 0843 5060 176, Monday to Friday from 08:30 to 17:30
(Call charges apply – standard landline rate from BT landlines, mobiles and other providers may vary)

Our complaints procedure

Sometimes - hopefully very rarely - things don’t go exactly as planned. Given our strive for excellent customer service, if you feel that we underperformed in any way, in delivering you our products or in disparity to what you expected from our loan products, please let us know by providing the following information:

  • Your full name
  • Your date of birth
  • A daytime contact telephone number (home or mobile)
  • Full details of the issue raised regarding your account or interaction with PaydayBank

Please let us know your concerns

By telephone, on our dedicated line - 020 7483 9348, Monday to Friday, 08:30 to 17:30. Within minutes our customer service representatives will try to assist you to the best of our abilities.

By post to the following address:
PDBUK Ltd
28-32 Wellington Road
London
NW8 9SP

Within five working days we will try reply to you with: a. The name and department, together with the contact details, of PDB UK Customer service manager who is dealing with your complaint.
b. The full report of the complaint resolution or the current progress made so far.
c. The time that we will contact you again, if necessary.

By email to the following address: feedback@pdbuk.com

Please have your complaint reference number at hand when you communicate further with us.

In the case that you are still not satisfied with our internal review, you are eligible to have your complaint reviewed by the Financial Ombudsman Service, which is an independent service for settling disputes between businesses providing financial services and their customers, at the following address:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Your feedback is extremely important to us...



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