If you’re unhappy about any aspect of the product or service you’ve received from us at Sunny, you can make a formal complaint and we will do our utmost to resolve any issues you may be having.
If you had a Sunny Loan through Elevate Credit and are looking to make an irresponsible lending complaint, the redress scheme is now closed. Elevate Credit have ceased trading. If you have a complaint regarding Elevate Credit, please raise your complaint with The Financial Ombudsman Service, using the contact details further down this page.
Please be advised that Upward Finance Limited are the new owners of the www.sunny.co.uk website and have no affiliation to Elevate Credit, and are unable to access the details of any Elevate Credit Loans.
At Sunny, we strive to offer life support that helps those who require access to emergency funds to get back on their feet. If you are unhappy with our service, we welcome your feedback and will aim to resolve any concerns by the end of the third day – after receiving your complaint.
What if you cannot resolve my complaint to my satisfaction?
If we discover after investigating your complaint that we cannot resolve it within this time, we will notify you in writing, within five working days through an acknowledgement communication. A final response to your complaint will be issued within eight weeks of receiving your complaint. This ensures your concerns are dealt with swiftly and within a dedicated timeframe.
If after receiving our final response you remain dissatisfied with the way in which we’ve handled it, you can reach out to the Financial Ombudsman Service (FOS). With our complaint acknowledgement and our final response, we will supply you with the details of how to do this. It’s important you do this within six months, as if left too long, the FOS may not investigate your concerns.
How to make a complaint to Sunny
There are a number of ways you can make your Sunny complaint:
- You can contact us by email. Simply send details of your complaint to [email protected]
- You can complain by telephone. Call 0800 0485 781 to speak to one of our advisers about your concerns.
- You can also complain in writing. Write to us with details of your complaint to: Customer Relations
Sunny Loans,
47 Bell Yard,
London,
England,
WC2A 2JR
How to escalate a complaint with the Financial Ombudsman
If you are unsatisfied with how your complaint has been resolved, you can contact the Financial Ombudsman Service to escalate your claims.
Call:
0800 023 4567 (calls to this number are free on landlines and mobiles)
0300 123 9123 (calls to this number cost no more than standard numbers)
Email:
Can I make a complaint to Sunny about the use of my personal data?
Yes, if you believe that we have not handled your personal data correctly you can contact us via 0800 048 5781 and our team will attempt to resolve this issue. You can also complain directly to the Information Commissioner – visit their website to discover how to go about doing this. You can find more information about how Sunny use your personal data by reading our Privacy Policy.
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