Complaints

CobraPaydayLoans.co.uk values all feedback provided by clients and customers. We strive to deliver the best service possible to our customers, which means addressing any complaints issued to our team. If you are unhappy with any service you received on this website, please get in touch.

If You Have a Complaint

If you have a complaint, we are keen to receive your feedback. Please send your details, including your address, name, email address, and phone number, to our team. Please use the email address you referenced when making your application to help us find your information.
Include a description of your complaint in your email to complaints@cobrapaydayloans.co.uk along with any information on how we may be able to resolve the issue. Please feel free to attach any further relevant information. You can also contact us via post at:
Cobra Payday Loans
Ready Money Capital Limited
Woodwater House
Pynes Hill
Exeter
Devon
EX2 5WR

When to Expect a Response

We strive to address all complaints promptly and professionally. Our team will work hard to resolve any issues as quickly as possible. However, it may sometimes take longer for us to investigate a situation fully. For example, if a complaint is complex, we may also need more time to find a solution that’s suitable for you. In cases such as this, we may contact you using the information you have provided to access further details on your situation.

CobraPaydayLoans.co.uk work hard to respond to complaints in a timely and efficient manner, with most final responses arriving no later than 8 weeks from the date of the first complaint. We will respond to you with our findings if an investigation was necessary and further information on how we intend to rectify the issue. If we cannot complete our investigation and respond to you within this time frame, we will contact you to discuss the possible delay.

We hope you allow us to rectify any issues you have, but if you are unhappy with the progress being made on your complaint or feel that the final response is not appropriate, you can take the matter further. If you have any of the aforementioned issues, or we fail to respond within 8 weeks, you can refer your concerns to the Financial Ombudsman Service.

Notably, the FOS will only deal with complaints when you have first given the company in question the opportunity to address the problem themselves. Therefore, please only refer to the FOS after contacting us, and we have done all we can to assist you.

The Financial Ombudsman Service

If you decide to elevate your complaint to the FOS, then you will need to send the information associated with your complaint to the service within 6 months of the date when you received our last response. It is possible to submit complaints to the FOS over email at complaint.info@financial-ombudsman.org.uk. Phone call consultation is available at 0800 023 4567, or 0300 123 9 123.

You can find more details on the website https://www.financial-ombudsman.org.uk. Alternatively, you can submit a complaint in writing at:
The Financial Ombudsman Service,
Exchange Tower
Harbour Exchange Square,
London,
E14 9SR
You may request a review of any complaint submitted from the European Online Dispute Resolution community. The website for the EODR is: https://ec.europa.eu/consumers/odr/