Contact Us

Our dedicated customer service team are on hand to help you with any queries about our short-term loans you may have in our UK call centre. Don't forget to check out our FAQ (Frequently Asked Questions) page for the most common inquiries. If you don't find the answer there, you can contact us directly.

Call Us

You can call our customer care call centre on: 

• 0151 601 8611

Text Us

Registered customers can text their inquiry at any time. You can text your inquiry to: 

• 07860 020302

Email Us

For general inquiries: customercare@ferratum.co.uk 

For late payment issues: collections@ferratum.co.uk

We're Open:

Customer Services: Mon - Fri 8am - 5pm          

Collections: Mon-Fri 8am - 5pm

Christmas Opening Hours:

Customer Services:

Dec 24th - 8am - 12pm          

Dec 25th - Closed

Dec 31st - 8am - 12pm

Jan 1st - Closed

Collections:

Dec 24th - 8am - 12pm          

Dec 25th - Closed

Dec 26th - Closed

Dec 31st - 8am - 12pm

Jan 1st - Closed

Write To Us

If you need to write to us, send to:  

• Suite 318, 25 Goodlass Road, Liverpool, L24 9HJ

Responsible Lender

We understand that sometimes our customers may face financial difficulties and we have a team of friendly, experienced Collections Advisors on hand to help if you are struggling to repay your loan. 

• www.nationaldebtline.co.uk

• www.payplan.com

• www.stepchange.org

It's also important to remember that our short-term loans are only to be used for short-term financial needs, and should not be used as a long-term borrowing solution, or if you are in financial difficulty. Please consider your ongoing financial circumstances when deciding to apply for a loan. 

Complaints Procedure

Ferratum recognises that from time to time we may get things wrong. However, we only know that we have messed up if you tell us. Therefore, we welcome complaints and see them as a way to improve the service and products we offer our customers. If you do feel unhappy then you can contact us by telephone, mail or send an email to complaints@ferratum.co.uk. Emails must be sent from your nominated email address. This is the only way we can be sure we are dealing with you. If you have changed your email address since registering with us then you can log in to your online account and update it before sending your email. 

We will acknowledge and hopefully resolve your complaint within 5 working days. Sometimes it can take longer to investigate a complaint fully. If this is the case as long as we have acknowledged your complaint we then have in total 8 weeks in order to investigate and provide you with an outcome of your complaint. This is called our final resolution. If on receipt of this you remain unsatisfied then you have the right to escalate your complaint to The Financial Ombudsman Service.  

For your convenience here is a link to their website: 

• http://www.financial-ombudsman.org.uk/consumer/complaints.htm ​

Complaint Data

Firm Name: Ferratum UK Ltd.

Period covered in this report: 1^st Jan 2019 – 30^th Jun 2019

Brands/trading names covered: Ferratum Money

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