When it comes to money it’s important to understand all the facts and figures before committing to making an application. At Sunny, we aim to provide as much loan information as possible to keep you in the know.
On this page, you will find frequently asked questions about our loans. This page covers:How to get started
- Eligibility criteria to apply for a Sunny loan
- What size loan you can apply for
- The application process – how to apply and what information you will need to provide
- Using your online account
- The personal details we hold
- Information on any future applications you may make
- Repayment-related queries and what you should do if you ever find yourself unable to make a payment
At Sunny, we aim to provide a lifeline to our customers. We work with you to help you through the process, even if you’re struggling to make repayments.
We are one of the top short-term loan companies in the UK because of the flexibility our loans offer. Through your online account, you have the ability to manage your loan and adjust your repayment, to make sure that each repayment you make fits in with your budget. You can also repay your loan in full early to save money on interest. If you change your mind after borrowing, you have a
If you have any other questions that are not answered on in our loan FAQs, please don’t hesitate to contact us. You can call our customer support team on 0800 7315 444 or 01284 715 444, you can also email us via firstname.lastname@example.org. Alternatively, you can use our live chat to talk to an adviser.
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.
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.
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 data section of our website.
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.
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.
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.
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.
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.
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.
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.
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
If you have any problems or experience difficulty with completing your online application, please contact our Customer Support team on 0800 7315 444 or email@example.com for assistance
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 firstname.lastname@example.org for assistance.
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 email@example.com
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.
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 firstname.lastname@example.org 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.
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
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.
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 email@example.com
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.
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 firstname.lastname@example.org
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.
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.
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.
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.
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.
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.
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 email@example.com. 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.
If you are unable to find what you are looking for contact our
UK based customer support team.
We’re currently open
Mon-Thurs: 8.30 am – 7 pm
Fri: 8 am – 5 pm
Sat-Sun: 10 am – 3.30 pm
If you are unhappy with any aspect of our service, we would like you to get in touch by writing to us
Elevate Credit International Limited,
Bury St Edmunds,
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.
Financial Ombudsman Service
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.
The Financial Ombudsman Service
London E14 9SR
Firm name: Elevate Credit International Limited
Period covered in this report: 1 January 2017 – 30 June 2017
Brands/trading names covered: Sunny
Number of complaints opened by volume of business
Provision (at reporting period end date) 47 per 1000 customers
Intermediation (within the reporting period) 0
Number of complaints
Number of complaints opened 3519
Number of complaints closed 3115
Percentage closed within 3 days 38%
Percentage closed after 3 days but within 8 weeks 62%
Percentage upheld 29%