If you are unhappy with any aspect of our service, we would like you to get in touch:
By email: firstname.lastname@example.org
Elevate Credit International Limited,
Bury St Edmunds,
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.
If you are considering making a complaint to us via a third party,
such as a Claims Management Company (CMC) or law firm,
you should be aware that most of these firms will charge a fee which
will reduce the amount of any redress that you may be due.
By contrast, you can contact us directly, free of charge.
Your complaint will be reviewed by us and/or the Financial Ombudsman's Service
using the same process and we will investigate your complaint fully,
whether or not any third party or claims management company is involved.
You will also receive 100% of any redress you may be due.
If you wish to know more about whether to use a CMC, please see this
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
Complaints raised via this platform will be transmitted to the
Financial Ombudsman Service, who will handle the complaint.
Firm name: Elevate Credit International Limited
Period covered in this report: 1 January 2018 – 30 June 2018
Brands/trading names covered: Sunny
|Number of complaints
|Number of complaints opened
|Number of complaints closed
|Percentage closed within 3 days
|Percentage closed after 3 days but within 8 weeks