Wonga – making a complaint

Reasons to complain to Wonga

Despite having tightened their approach to lending in recent years, Wonga occasionally still get things wrong. Poor customer service and payment quibbles are just two of the common reasons people have for calling to complain. Thankfully, one call to Wonga should put you in contact with an advisor able to address your issue - fast.

Ways to complain to Wonga

Wonga suggest that they always do everything in their power to resolve customer grievances. To air your complaint you can choose to call, write or email using the following contact details.

By phone:

Wonga customer service phone lines are open 24-hours a day, 7-days a week, 365-days a year - ensuring there is always somebody there to take your call.

By email:

Complaints can also be emailed to customercomplaints@wonga.com

Including the following information may significantly speed the complaints process:

· Your full name

· The email address associated with your Wonga account

· Full details of the complaint including any supporting documentation

· Suggestions of how Wonga could possibly put things right

By post:

Prefer to write to Wonga? Please send any written complaints to:

The Complaints Manager

Wonga.com

Sheffield

S95 1AR

The next step

If you choose to complain via post or email you can expect a response within 5 working days. Wonga suggest that they always try and reach a solution as quickly as possible. The whole process typically takes no longer than 8 weeks and you should receive regular updates along the way.

Still not happy?

You may feel that a Financial Ombudsman is required at this stage. If so, please contact:

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Please note that you can also find out more at www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Alternative ways to complain

If dissatisfied after the initial Wonga complaints stage you can then choose to contact the Finance and Leasing Association (FLA).

The contact details required are:

The Compliance Manager

Finance & Leasing Association

Imperial House

15-19 Kingsway

London

WC2B 6UN

Email: code@fla.org.uk

Please note that complaints forms are available online via www.financeleasingassociation.co.uk/index.php/consumer-information/how-to-make-a-complaint2/.

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