Frequently asked questions

Getting Started

+ Am I eligible for a Sunny loan?
+ Can you tell me if I will be accepted for a Sunny loan before I apply?
+ Will I be credit checked when I apply?

Applying for a Sunny Loan

+ How do I apply?
+ What information do you need?
+ Why do you need both my bank account and debit card details?
+ I already have a Sunny loan, can I apply for another?
+ Will I need to send in any extra paperwork?
+ Where can I receive the money from you?
+ When will the money be in my bank account?
+ Can I apply and receive money at the weekend?

Help with your application

+ I'm having trouble completing my application – what should I do?
+ I haven't received a validation code – what should I do?
+ If I have to send documents, how long will it be until I find out if my application has been approved?
+ What is the '5 days to change your mind' service, and how can I use it?
+ What is the statutory right of withdrawal, and how can I use it?
+ My application has been declined – does this mean I will never be able to have a Sunny loan?

Using your account

+ What should I do if I forget my password?
+ How can I check the status of my Sunny application?
+ How can I check my balance, statements and other account information?
+ How do I update my contact information?
+ How do I change my card details or bank account?
+ How will you keep me updated with important information?

Making repayments

+ How do you collect my repayments?
+ Can I change the regular repayment amounts for my Sunny loan?
+ Can I make a one-off payment on my Sunny loan?
+ How long will it take for my account to update to show that I've made a payment?
+ What will happen if I need to make a payment late, or can't afford my payments?

Data Protection / GDPR

+ What kinds of personal data does Sunny collect?
+ How does Sunny use this personal data?
+ Does Sunny share my personal data with anyone else?
+ How do I adjust my marketing preferences?
+ How are you keeping my personal data safe?
+ How long do you retain my personal data for?
+ What can I do if I think the data you hold about me is incorrect?
+ How do I request a copy of the personal data you hold about me?
+ I want to exercise my right for my personal data to be erased, how do I do this and how long will it take?
+ I want you to stop processing my personal data, how do I do this and how long will it take?
+ How do I make a complaint about my personal data?

UK based customer support

If you are unable to find what you are looking for contact our
UK based customer support team.
0800 7315 444 We're currently closed
Mon-Thurs: 8.30 am - 7 pm
Fri: 8 am - 5 pm
Sat-Sun: 10 am - 3.30 pm
Email address help@sunny.co.uk Twitter @SunnyHelp

If you are unhappy with any aspect of our service, we would like you to get in touch:

By email: help@sunny.co.uk


In writing:


Customer Relations
Elevate Credit International Limited,
Blenheim House,
Newmarket Road,
Bury St Edmunds,
IP33 3SB

By telephone: 0800 7315 444

Mon-Thurs: 8.30 am - 7 pm
Fri: 8 am - 5 pm
Sat-Sun: 10 am - 3.30 pm

We will do our best to resolve your concerns by the end of the third business day after receiving your complaint. If we are unable to resolve your concerns we will issue a written acknowledgement within five working days and our written final response within eight weeks of receiving your complaint. Full contact details for the Ombudsman are displayed below.

Our final response will explain that you have ultimate recourse to the Financial Ombudsman Service. We will enclose their standard explanatory leaflet should you wish to escalate your complaint to them. You should do this within six months of the date of our final response or they may not consider your complaint after this time.

Monday to Friday – 8am to 8pm

Saturday – 9am to 1pm

0800 023 4 567 calls to this number are free on mobile phones and landlines.

0300 123 9 123 calls to this number cost no more than calls to 01 and 02 numbers.


If you wish to do so, you can raise a complaint online via the European Online Dispute Resolution platform. Complaints raised via this platform will be transmitted to the Financial Ombudsman Service, who will handle the complaint.

Postal address
The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Email complaint.info@financial-ombudsman.org.uk

Website www.financial-ombudsman.org.uk

Firm name: Elevate Credit International Limited
Period covered in this report: 1 July 2017 – 31 December 2017
Brands/trading names covered: Sunny

Number of complaints opened by volume of business
Provision (at reporting period end date) 73 per 1000 customers
Intermediation (within the reporting period) 0
Number of complaints
Number of complaints opened 5837
Number of complaints closed 5193
Percentage closed within 3 days 29%
Percentage closed after 3 days but within 8 weeks 71%
Percentage upheld 36%