Sunny FAQs: Short Term Loan Alternative

Getting Started

To be eligible to apply for a Sunny loan, you must be at least 18 years old, a UK resident and have a UK bank account and debit card. You must also have a net income of at least £500 per month, and have a mobile phone. Get your application started by clicking here to be taken to our application form.

+ Can you tell me if I will be accepted for a Sunny loan before I apply?

Unfortunately not. Each application we receive is assessed on an individual basis taking a number of factors into account. We are therefore unable to offer an indication of whether or not your application would be accepted before you submit it. Please remember, if you apply, this will leave a footprint on your credit file.

+ Will I be credit checked when I apply?

Yes. As part of our commitment to responsible lending, we carry out credit and affordability checks on all applications submitted to us. This assists with fraud prevention and also ensures we only approve applications from people who we believe will be able to repay what they borrow. You can learn more about credit checks and how we use the information provided to us by Credit Reference Agencies (CRAs) by visiting the Your rights section of our website.

Applying for a Sunny Loan

+ How do I apply?

All applications for a loan with Sunny have to be received through our website, where we have made the application process quick and easy to follow.

+ What information do you need?

We'll need your employer details, bank and debit card details (including sort code and account number), as well as three years of address history. We also need details of your income and expenditure, including any current financial obligations, to ensure our loans are affordable for you.

+ Why do you need both my bank account and debit card details?

We ask for both your bank and debit card details as we use the information differently. We will deposit funds for successful applicants into your bank account, and we use your debit card to collect your repayments on your due dates.

+ I already have a Sunny loan, can I apply for another?

Yes. As an existing Sunny customer, you can have up to four loans at the same time. You can check your eligibility and apply through your My Account area. We've made the process as quick and easy as possible by pre-populating the information you've already given us, so you won't need to go through a full application again. Please remember, all loan applications are subject to credit and affordability checks.

+ Will I need to send in any extra paperwork?

In the vast majority of cases, we will be able to complete your application online without the need for paperwork. However, there are some occasions where we may ask you to send us some further information to help us complete our checks. We will contact you by email if this happens to let you know what we need, and provide you instructions on how to upload the documents we require through your My Account area.

+ Where can I receive the money from you?

We can transfer funds for successful applicants to any valid UK bank account. Please be aware we aren't able to send funds to prepaid “pay as you go” or “top up” debit cards, or savings accounts.

+ When will the money be in my bank account?

Once your application has been approved, we will normally send the money to you within 15 minutes. Most banks will credit your account within an hour, but your bank should be able to advise you more precisely as to when it will credit your account.

+ Can I apply and receive money at the weekend?

Yes, you can. At Sunny, we process applications 24 hours a day, 7 days a week, including bank holidays. So whenever your application is approved, we will transfer cash to your bank account within 15 minutes.

If we do require additional documents to help with your application, this may increase the time it takes for your application to be approved

Help with your application

+ I'm having trouble completing my application – what should I do?

If you have any problems or experience difficulty with completing your online application, please contact our Customer Support team on 0800 7315 444 or help@sunny.co.uk for assistance

+ I haven't received a validation code – what should I do?

If you haven't received a verification code from us by text message, please log in to your online account by clicking here. You should be able to see all the personal details you entered on your application – please check that your mobile number is entered correctly.

If it is correct, then you can click the help icon to re-send your verification code to your mobile. If it is not correct, or if you still do not receive the verification code, then please contact our Customer Support Team on 0800 7315 444 or help@sunny.co.uk for assistance.

+ If I have to send documents, how long will it be until I find out if my application has been approved?

We aim to check documents that are submitted to us as quickly as possible during opening hours and will email or text you to update you on your application as soon as we can, as well as updating the status of your application in your My Account area. Please click here to log in to your account to check the status of your application, or contact our Customer Support Team on 0800 7315 444 or help@sunny.co.uk

+ What is the '5 days to change your mind' service, and how can I use it?

You can return the money you have borrowed within five days of taking out a loan, without paying any interest. Offering this promise is our way to be fair, and let you change your mind for whatever reason. No questions asked.

Sunny customers can use this service a maximum of three times per year, and it is only available by calling one of our customer services team on 0800 7315 444. This cannot be done online.

Please note if you elect to change your mind we will not remove the footprint on your credit file so this will continue to show that you applied for and repaid a loan with us. This change your mind service is in addition to, and different from your statutory right of withdrawal described below.

+ What is the statutory right of withdrawal, and how can I use it?

Your statutory right of withdrawal allows you to withdraw from the agreement within 14 days of taking the loan out. You will be charged interest until the date the loan is repaid (which must be within 30 days of notifying us of your intention to withdraw).

To do so please either; write to us at Elevate Credit International Limited, Blenheim House, Newmarket Road, Bury St Edmunds, IP33 3SB, email us at withdraw@sunny.co.uk or call customer support on 01284 715 444 or 0800 7315 444.

We will let you know how much to pay and how to make payment. Once you have repaid in full we will update your credit file to remove your loan from your record.

+ My application has been declined – does this mean I will never be able to have a Sunny loan?

While we may have declined your application for a Sunny loan on this occasion, we understand that your circumstances may change in the future. We assess all applications on an individual basis, so if your financial position changes you are able to apply again. Please remember that each application you make will leave a footprint on your credit file and will be subject to credit and affordability checks

Using your account

+ What should I do if I forget my password?

If you've forgotten your password, click here . You will be asked to enter your email address so we can identify you and reset your password. We will then send a new password to the mobile number registered to your account.

+ How can I check the status of my Sunny application?

You can check the status of your application with us by clicking here to log in to your account.

If you have any questions about the application process please don't hesitate to contact our Customer Support Team on 0800 7315 444 or help@sunny.co.uk

+ How can I check my balance, statements and other account information?

Within your My Account area, you'll have access to information on all your Sunny loans, including payment amounts and dates, outstanding balances, and your statements. You can also view and download all your loan agreement documents.

+ How do I update my contact information?

You can update some of your information, such as your email address or password, by logging in to your My Account area. If you need to change any other details, such as your address, you'll need to contact our Customer Support Team on 0800 7315 444 or help@sunny.co.uk

+ How do I change my card details or bank account?

To update your debit card details please go to Your Details section of My Account, alternatively if you're unable to update your details online please call us on 0800 7315 444.

To update your bank details please call us on 0800 7315 444.

+ How will you keep me updated with important information?

To help you stay in control of your finances, we'll keep you up to date with text and email messages about your account, including monthly statements and payment reminders.

Making repayments

+ How do you collect my repayments?

Your repayments are collected via Continuous Payment Authority, commonly referred to as a CPA. This simply means that unless you tell us otherwise, we'll collect your repayments on your due date from your debit card, as set out in the terms of your agreement with us.

You can cancel this CPA at any time either by contacting your bank directly, or by contacting us in writing, by email or by calling us on 0800 7315 444. If you do cancel CPA, you will still owe us your outstanding balance and you'll need to make your repayments by an alternative method, such as using the payment feature in your My Account area, or by bank transfer, on or before each due date.

Our Customer Support Team will be able to give you all the options and details on how to pay us, and we'll continue to send you payment reminders before each due date to help you keep track of your payments.

+ Can I change the regular repayment amounts for my Sunny loan?

Yes. If you want to pay your loan back more quickly, simply log in to your online account and check your payment schedule options. You can choose to pay more each month to reduce the time it takes to repay your loan, saving you money on interest.

+ Can I make a one-off payment on my Sunny loan?

Yes. If you want to make an extra payment against an individual loan, simply log in to your online account and select which loan you wish to make a payment towards. You can pay either using the debit card we hold details for on file, or an alternative card. Any additional payments you make will mean you save money on the total interest repayable on your loan.

+ How long will it take for my account to update to show that I've made a payment?

It may take up to an hour for our system to reflect that your payment has been received and to update your loan balance. You will get an email to let you know when we've successfully received your payment.

+ What will happen if I need to make a payment late, or can't afford my payments?

If you experience or anticipate problems in making your payments on time, please contact our Customer Support Team straight away either by calling 0800 7315 432 or by emailing help@sunny.co.uk. At Sunny, we don't charge you any late fees if you can't make your payments on time, and we'll do everything we can to help you get back on track, including providing details of how to get free, independent advice on your situation.

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 open

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

+ – How to make a complaint

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%

Warning:
Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk

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Frequently asked questions