How long does the application take?
It only takes five minutes from start to finish – this includes signing for your loan!
What do I have to do?
Complete our quick application online. If you are approved, you will be asked to complete your bank and debit card details and then sign your loan agreement. We will do the rest!
When will I receive my loan?
We will transfer the funds to your account on the same working day as your loan is completed. Please note that some banks take up 1 to 3 days for money transfers to clear. Charges may apply for guaranteed same day funding.*
How will I get my money?
It’s paid directly into your bank account so you can access it as you would normally take money from your account.
How do I pay back my loan?
Easy- we take the agreed repayment amount from your debit card on the agreed repayment date.
Can I defer my payment?
In certain circumstances we may allow you to defer payment by paying just the interest and it is mportant to understand that when you rollover your Instalment loan online you are not paying anything
off the loan amount, simply rolling over your full repayment. This will mean you end up paying back more. Please ensure that you do not borrow more than you are able to pay back.
My payday or debit card details have changed
If your payday has changed, or you have a new debit card, please contact our customer services team on
08000124044
as soon as possible and they will make the necessary changes!
What if I have problems paying?
We understand that people’s circumstances can change. If this is the case, you must let us know as soon as possible and we will do our best to help.
The most important things to note are:
- Don’t borrow money you don’t think you can pay back.
- Talk to us and we will try to help.
What time are you open?
Our websites are up 24 hours a day, 365 days a year!
Our customer service team is available from 08:00 to 21:00 Monday to Friday and from 08:00 to 18:00 on Saturday.
How can I contact you?
You can contact our customer service team in the following ways:
I am very happy with your service – what can I do?
Please let us know! We work very hard to keep our customers happy and it is always good to know when we’ve succeeded.
I am not happy with your service– what can I do?
At Countrywide Payday, we do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right first time.
If you're not completely happy with our service, we need to hear about it - that way, we can do something to put it right.
How we will deal with your complaint
We want to:
- Make it easy for you to tell us about your complaint
- Give your complaint the attention it deserves
- Resolve your complaint as quickly as possible
- Make sure you are satisfied with how your complaint was resolved
How and where to complain
If you're not satisfied with any aspect of our service, you can tell us about your concern in the following ways:
- By Telephone - 08000124044
- In Writing - Address your letter to:
- Camrose House,
2A Camrose Avenue,
Edgware,
Middlesex HA8 6EG
- By Email - support@countrywidepayday.co.uk
Please note that additional personal information should not be included in email messages for security reasons. We will respond by telephone or letter for the same reason.
How long will it take?
We will try to resolve your problems immediately. However, if we have not been able to resolve your complaint within one week, we will write to tell you:
- Why we have not yet resolved your complaint
- Who is dealing with your complaint
- When we will contact you again
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will:
- Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.
You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information, please refer to the section on the Financial Ombudsman Service.
If you are unhappy with the way your complaint is dealt with
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you're not satisfied with our action or explanation, you can ask for your complaint to be reviewed at a higher level. You can write directly to the Operations Manager at the address shown above.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.
Please note: if you contact the Financial Ombudsman prior to the eighth week, they will refer you back to us to handle the complaint in line with this procedure.
We hope that our service will remain good enough that you never need to complain but on the rare occasion it is necessary, you may also want to look here www.financial-ombudsman.org.uk for an online copy of the Financial Ombudsman's Consumer Leaflet.
* Same Day Funding Fee of £15 will apply