Important Customer Notice
Payday Express are no longer offering new loans. We apologise for any inconvenience this may cause you.
Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk
We apologise for any inconvenience our online loan closure may cause you. We want to make the process of managing your loan as smooth as possible and keep you informed on what this means for you.
If you have an existing online loan and your repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a payment or you need to speak to us about your repayments please contact us by phone on 0800 652 46611 as soon as possible.
If you have any questions about this notice or your existing loan please see our FAQs below for more information. For all other queries you can contact our Customer Service Team who will be able to help you.
Phone: 0800 652 46611
Opening hours: Monday - Friday 9am to 5:30pm, Saturdays: 9am 4pm, Bank Holidays: 10am to 4pm except Christmas Day, Boxing Day and New Year’s day.
Postal Address: Unit 1, Castle Marina Road, Castle Marina, Nottingham, NG7 1TN
Frequently Asked Questions
Why can I not apply for a loan online?
We are no longer offering a short term loan facility. Loans of this type will not be available to new or existing customers, from any of our stores, websites or associated credit brokers.
I already have a loan, what does this mean for me?
If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0800 652 46611
Do I still have to repay my loan?
Yes. If repayments are usually taken from your debit card then you don’t need to do anything, we will continue to take payments as agreed. If you’ve missed a repayment or you need to speak to us about your repayments please contact us by phone on 0800 652 46611
How do I make a payment?
We usually take payment automatically from your debit card you provided when you applied. If you have a new debit card then please contact us on 0800 652 46611 and we will be able to update this information for you. If you no longer have a debit card, you can also call us to make alternative arrangements to pay us back.
Do I pay less if I settle my balance early?
Yes, we charge interest by the day so if you want to settle your loan early you will only pay interest on the amount of days you have the loan for.
When might I be contacted by you?
We may try and contact you whilst your loan is outstanding. This is to ensure we have the right information for your repayment and that you are still in the position to make your payment on the scheduled due date, or if you go into arrears.
Can I change my repayment date?
If you need to change your repayment date you can call us on 0800 652 46611.
What happens if I cannot afford to pay you?
We understand that your personal and financial 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.
If you are having problems making a payment please contact us on 0800 652 46611 and we can discuss your payment options.
Please remember that free, impartial debt advice is available to you. Below are some debt advice organisations that specialise in assisting customers who are in financial difficulty.
Citizens Advice www.citizensadvice.org.uk Please visit their website to find contact details for your local bureau
National Debtline www.nationaldebtline.org 0808 808 4000
Step Change www.stepchange.org 0800 138 1111
How do I update my contact details?
You can call us on 0800 652 46611 to update your contact details.
How do I update my payment details?
If you would like to update your payment details please call us on 0800 652 46611.
My surname has changed - what do I do?
We will require supporting documents (e.g. Deed poll certificate or marriage certificate) as proof of your name change.
All you need to do is send us a copy of your proof of name change, you can do this simply by attaching them to an email and sending it to email@example.com
Please remember to confirm the full name we currently hold for you, your full address including postcode and your date of birth. This will help us to find your account quickly and get your details updated.
My pay day has changed, how do I update this?
Please call us on 0800 652 46611 to update this information.
How do I find my reference number?
Your reference number can be found on your original executed loan agreement, sent via email after your funds have been deposited.
If you still cannot locate your reference number then please call us on 0800 652 46611.
Why is my account being sold?
The business has made the decision that when accounts reach a certain stage within the collections journey, they may be sold to a third party company for collection. Going forwards, your account will be owned by PRAC Financial Limited and will be managed by BW Legal.
Who are BW Legal?
BW Legal is an award-winning debt recovery law firm, you can visit their website and find out more about them at https://www.bwlegal.co.uk
How do I contact BW legal?
You can call BW Legal on 01133 234497, you can email them at firstname.lastname@example.org or you can write to them at;
BW Legal, Enterprise House, 1 Apex View, Leeds, West Yorkshire LS11 9BH
Alternatively you can log on, register and manage your account with BW Legal on this link https://customerportal.bwlegal.co.uk/
What does this mean to me?
This means that your account is no longer owned by Instant Cash Loans Limited. All future contact will need to be directly with BW Legal.
I am in an IVA/Bankrupt/DMC, what happens?
Please send any correspondence to BW Legal, so that they can proceed accordingly.
Do I need to take any further action?
You will need to contact BW Legal who is now dealing with your account, and all future payments will need to be made to them.
Why is my account now with a Debt Collection Agency?
The business has made the decision that when accounts reach a certain stage within the collections cycle, they may be outsourced to a third party company for collection. Your contractual agreement remains with us but going forwards, your account will be managed by them. If this relationship changes in the future, we will let you know
What does this mean to me?
If you have not already had one, you will receive a communication from the appointed Debt Collection Agency introducing themselves, and advising they are now servicing your account on our behalf. The letter will provide details on how you will be able to contact them.
Who is my account being managed by?
Your account will be;
You will receive a letter from the appointed debt collection agency confirming this.
How do I contact the appointed Debt Collection Agency?
You can contact BW Legal by:
Calling 0113 323 4500
Writing to: BW Legal, Enterprise House, 1 Apex View, Leeds, West Yorkshire LS11 9BH
How will this affect my credit rating?
The action of outsourcing your account to a third party for collection has no direct impact on your credit file. However, the longer the arrears continue, the greater the risk that this will adversely affecting your credit rating, which may make it more difficult or expensive to obtain credit in the future. Please remember that free, impartial debt advice is available to you. Below are some debt advice charities/services that specialise in assisting customers in financial difficulty:
0808 808 4000
0800 138 1111
Money Advice Service
0800 138 7777
0800 280 2816
I am in an IVA/Bankrupt/DMC or other form of insolvency, what happens?
Please send any correspondence to the appointed Debt Collection Agency, and they will proceed accordingly. Their contact details are;
BW Legal, Enterprise House 1 Apex View, Leeds, West Yorkshire LS11 9BH
Do I need to take any further action?
You will need to contact the Debt Collection Agency who is now servicing your account, any payments will need to be made to them.
The person who you have written to is deceased, what do I do?
Please accept our condolences. Please contact our Customer Care Team on 0800 316 1414 or email UK-DCASupportTeam@themoneyshop.co.uk to advise. Alternatively, contact the Debt Collection Agency directly using the details provided within the letter. They will be able to explain the information we might need from you.
What is Continuous Payment Authority (CPA)?
A continuous payment authority, (“CPA”), is a type of recurring payment, similar to a Direct Debit where you give permission for a company to take future payment(s) using your debit card details. Please remember that if your debit card details change, you need to contact us as this may impact our ability to collect any due payment.
How is CPA used?
We will use CPA by automatically debiting your instalment payments when they become due using the debit card details you have provided. We will make up to two attempts to collect the full amount due. We may contact you prior to your payment becoming due. We won’t use CPA more than twice to try and collect an instalment and we won’t apply for part-payment unless you instruct us to do so.
If our payment attempts are unsuccessful, we will attempt to contact you to find out why your payment has failed. If there are two failed CPA attempts on your account we will not attempt to collect a further payment using CPA until we have spoken to you and you have agreed for further payments to be made using this method of payment.
How do I cancel CPA?
You can cancel your CPA at any time using any of the methods below;
1. Cancelling CPA via email
Please send an email to email@example.com with a subject title of “Cancel Continuous Payment Authority”. Within the email, please quote the following to help us identify your account;
• your loan agreement reference
• your name and date of birth
• your registered email address
2. Cancelling CPA over the telephone
You can cancel CPA by calling us on 0800 652 46611.
3. Cancelling by contacting your bank
You can also cancel CPA by contacting your bank. If you do so please ensure you pass on your loan agreement reference to them to help us identify your account. Please note this can take several days as your bank will need to take your instruction and then inform us.
Remember, if you do cancel your CPA you must arrange for another way to pay us. Alternative methods of repayment include;
1. Standing Order/Bank Transfer
2. By Calling us.
My question still isn't answered
If you cannot find the answer to your question in these FAQs, then please email us at firstname.lastname@example.org. One of our customer service representatives will be happy to answer your questions.
Alternatively please call us on 0800 652 46611.