Frequently asked questions

Ed Boyle and David Pike of KPMG LLP were appointed as joint administrators of Elevate Credit International Limited (‘ECIL’, or the ‘Company’) on 29th June 2020. ECIL provided consumer loans under the brand ‘Sunny’, and had previously used the brands ‘1 Month Loan’ and ‘Quid’.

Following the appointment of the Joint Administrators all new lending has ceased.

Customers should continue to make repayments of existing loans in the usual way. Customers should be aware that outstanding loans remain subject to the terms agreed with ECIL, and interest will continue to be charged.

The Joint Administrators intend to conduct an orderly wind down of the business and to recover the assets of the business for the benefit of the creditors. This may include the sale of the assets of the Company, including the outstanding loan book and the platform.

An initial list of FAQs is provided for your information below. No further information is available at this time, whilst the Joint Administrators determine their strategy to deal with ECIL’s loan book. However, these FAQs will be updated with further information as it becomes available. The customer services team remains available for account related enquiries and may be contacted at help@sunny.co.uk or call 0800 7315 444.

Administration

Information about an administration process can be found here.

Customers

+ Can I still access my account online during the administration?
+ Should I continue to repay my loan?
+ What happens if I don’t repay my loan on time?
+ Will I incur further interest and charges on my outstanding loan?
+ Am I able to apply for a new loan?
+ I can’t afford to repay my loan – What should I do?
+ Where can I access further information?

Creditors and potential redress claims

+ I made a complaint against ECIL before it entered administration – what happens to my complaint?
+ I have accepted an offer of redress but it has not been paid, will I receive a payment?
+ Am I eligible to make an affordability related redress claim?
+ How can I make a claim against ECIL?
+ Do I need to use a claims management company (CMC) to make a claim?
+ If I have previously received an affordability related redress payment from the Company, can I claim again?
+ What should I do if I am approached by someone saying they work for the Company, KPMG or the Joint Administrators and want to help me submit a claim?
+ How will redress claims be calculated?
+ When will I be contacted further?
+ When will I receive a payment against my claim?
+ How much will I receive from my claim?
+ Will the FSCS pay my claim if The Company’s does not?
+ Will anyone ask for my bank details?
+ Where can I get additional advice?

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?

The affairs, business and property of the business are being managed by the Joint Administrators.

Ed Boyle and David Pike are authorised to act as insolvency practitioners by the Institute of Chartered Accountants in England & Wales.

We are bound by the Insolvency Code of Ethics.

The Officeholders are Data Controllers of personal data as defined by the Data Protection Act 2018. Personal data will be kept secure and processed only for matters relating to the appointment. For further information, please see our Privacy policy at – home.kpmg/uk/en/home/misc/privacy-policy-insolvency-court-appointments.html.

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 - Fri: 08:30 - 17:00
Sat & Sun: Closed
Email address help@sunny.co.uk

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 - Fri: 08:30 - 17:00
Sat & Sun: Closed

We will do our best to resolve your concerns by the end of the 3rd working day after receiving your complaint. If we are unable to resolve your concerns, we will issue a written acknowledgement within five working days

In view of the administration, if your complaint relates to an affordability complaint, we will be unable to provide a response to your complaint until the Joint Administrators have determined if there are sufficient funds available to make a distribution to customers and other unsecured creditors. In the event your complaint relates to anything other than an affordability complaint we will endeavour to complete our investigation and provide a final response as soon as possible. We will always try to issue a final response letter within eight weeks of receiving your complaint. If it looks as though our investigation may take longer than eight weeks, we will provide you with an update on our progress.

Information on your rights of referral

As required by rules made by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service. However, following the appointment of the Joint Administrators, we understand that any new complaints referred to the Financial Ombudsman Service during the Administration will not be considered by the Financial Ombudsman Service but will instead be referred back to the Joint Administrators for them to consider.

This means that the Joint Administrators will determine whether a complaint should be upheld and whether a customer with an upheld complaint should be treated as a creditor with a claim in the Administration.

The Joint Administrators will deal with complaints and keep customers updated on the progress being made to determine those complaints.

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 January 2020 – 30 June 2020
Brands/trading names covered: Sunny

Number of complaints
Number of complaints opened 8221
Number of complaints closed 8358
Percentage closed within 3 days 0.42%
Percentage closed after 3 days but within 8 weeks 99%
Percentage upheld 13.83%