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Wonga customer service complaints policy

Our customers remain at the heart of the business and we’re committed to giving them the highest quality of service during the administration process.

If you’re not happy with our service, please let us know so we can put things right.

Complaint Resolution Process

How to contact us with a complaint

You may find it easiest to contact us by email. However you can also write to us with the details of your complaint, or telephone our customer service team.

Please remember to include these details -

  • Your name
  • Email address associated to your account.
  • A description of your complaint, including supporting documentation
  • What we can do to put things right.

If you are a Claims Management Company (CMC) or another 3rd party making a complaint on behalf of a customer, we require the authority of our customer to deal with the request.

By email: [email protected]

In writing:
To the Complaints Manager
3rd Floor
The Harlequin Building
65 Southwark Street

By telephone: 0207 138 8330. We're here to help Monday to Friday 8am-6pm and Saturdays 10am-3pm. We’re closed Sundays and Bank Holidays. Calls are charged at standard rates for your phone provider.

If you are considering using a Claims Management Company (CMC) to make a complaint you should be aware that most CMCs claim a large percentage of any redress you may be due. Complaining directly to us means you will not incur these fees and your complaint will still be handled in exactly the same way. For more information on CMCs please read this publication by the Financial Conduct Authority (FCA).

FCA Complaints Publication Data

Firm Name: WDFC UK Limited (in administration)

Group: Wonga Group Limited (in administration)

Period covered in this report: 1 January 2018 - 30 June 2018

Brands/ Trading Names covered: Wonga

Number of complaints opened by volume of business
(at reporting period end date)
126 per 1000 customers
(within the reporting period)
54 per 1000 customers
Number of complaints
Number of complaints opened 24,814
Number of complaints closed 22,046
% of complaints where final response was sent within 72 hours of receipt of complaint 0.24%
% of complaints where final response was sent after 72 hours but within 8 weeks (56 days) 99.4%
Percentage upheld 31%
Main cause of complaints opened
Unclear guidance/arrangement