PayItMonthly: most-reported complaints
Automated analysis of 299 public Trustpilot reviews published 2024-07-11 to 2026-09-17. TrustScore 4.7 from 4,208 total reviews — see the Trustpilot page. Quick answer: is PayItMonthly legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with unhelpful support and other unspecified problems, each accounting for 22% of the 63 complaints identified in 299 reviews. Billing errors were the next most common concern, cited in 19% of complaints, while overcharging was reported in 13%. The trend for support issues remained flat, while other issues were rising and overcharging was falling.
How to reach PayItMonthly
These are the contact details PayItMonthly publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 03332123914, email [email protected], address Ellenborough House, Wellington Street, Cheltenham, GL50 1XZ, GB.
The company claimed its Trustpilot profile on 2018-03-29, uses Trustpilot’s paid features, and last replied to a negative review on 2026-06-16. Trustpilot ranks it 88 of 168 in Non-Bank Financial Service. We last checked this profile on 2026-09-24 and found 14 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: PAYITMONTHLY LIMITED (no. 09719909), active, incorporated 2015 (11 years); next accounts due 2027-09-30, last accounts filed 2026-03-04, 2 registered charges. 4 current officers (5 on record historically); 5 filings in the last 12 months (56 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Live service status: status.payitmonthly.uk.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Unsatisfied service received via 3rd party finance”.
Elsewhere: 4.6★ on Google (162 reviews)
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (79%, 8.4d) · 2026-08-15 (76%, 8.4d) · 2026-08-18 (76%, 8.4d) · 2026-08-21 (76%, 8.4d) · 2026-08-24 (76%, 8.4d) · 2026-08-27 (70%, 8.4d) · 2026-08-30 (70%, 8.4d) · 2026-09-08 (67%, 8.3d) · 2026-09-11 (67%, 8.3d) · 2026-09-14 (67%, 8.3d) · 2026-09-17 (67%, 8.3d) · 2026-09-21 (67%, 8.3d) · 2026-09-24 (67%, 8.3d).
Severity: 38% of this company’s 63 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.0 days between the experience and publishing their negative review (99 reviews record both dates).
What their policy promises
complaint process: 3 working days
“Should you be unable to contact the supplier or do not receive a response from them within 3 working days, please let us know and we’ll be happy to try and follow this up for you.”
complaint process: acknowledgement with reference number
“Once we have received your complaint, we will send you an acknowledgement with a complaint reference number.”
complaint process: 3 business days
“We will aim to resolve your complaint within three business days from receipt and provide you with a summary resolution communication confirming the outcome.”
complaint process: 8 weeks
“If we are unable to resolve your complaint in this time, we will let you know and provide you with a final response within eight weeks, advising on the outcome of our investigation.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +1/-0 lines; added: Shopify promotions (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 147 negative reviews that received a public reply, the median wait was 4 days — the company profile reports an average of 8 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 147 company replies to negative reviews analysed, 21% engaged with the specific problem and 23% were generic templates.
Review provenance: 239 company-invited reviews in the recent window average 4.78★, while 21 organic (uninvited) reviews average 3.62★.
12% of its 232 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 22% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 413 of this company’s 4,208 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about PayItMonthly?
Support unhelpful
14 reports · 22% of complaintssteady“They refused to pause or investigate the issue, and instead just point you back to the retailer”
The company replied on 2025-07-04: “Hi Freddie, Thank you for your feedback. Whilst it is true that we deal with exempt agreements, we absolutely do try to help resolve customers with any disputes they may have with retailers. I can…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“we have just had threatening emails to report us to credit reference agencies”
The company replied on 2025-09-24: “Hi, Thanks for the review. Sorry to hear you had a bad experience using PayItMonthly. I can see that we were in constant communication on your behalf with the retailer and tried to the best of our…”
Our classifier read this reply as a deflection.
“Yet they harassed and harassed my mother even right after he passed away.”
The company replied on 2025-04-30: “Hi Olivia, I am very sorry to hear of your step fathers passing. Regarding returning the goods, this will have been an issue between yourselves and the provider, we are solely the finance company and…”
Our classifier read this reply as a deflection.
Other
14 reports · 22% of complaintsrising since 2026-02“They refused to pause or investigate the issue, and instead just point you back to the retailer”
The company replied on 2025-07-04: “Hi Freddie, Thank you for your feedback. Whilst it is true that we deal with exempt agreements, we absolutely do try to help resolve customers with any disputes they may have with retailers. I can…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Stay clear from this company they harvest your private information empty you bank account.”
“They chase you for money when it’s down to the clinic in Harley street to refund the money.”
The company replied on 2026-01-02: “Hi Gaz, Thank you for your feedback. I can see that the team here worked hard to contact the retailer on your behalf. We are not jointly liable with the retailer, but we endeavour to help as much as…”
Our classifier read this reply as a deflection.
Billing errors
12 reports · 19% of complaintssteady“increase the new payment plan halfway through that stressed me right out”
The company replied on 2025-07-04: “Hi Fiona, Thank you for your feedback. Looking at your account, unfortunately you contacted us after the Direct Debit had already been submitted to your bank. We are always happy to try and support…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“cancelled the order this was 6 weeks ago and numerous emails and I am still waiting the return of £350 .”
“he got me finance when it should not of been possible!”
Overcharging
8 reports · 13% of complaintsfalling“Now my sister has had to pay £1300 for nothing!!! Basically you’re not allowed to change your mind with this company.”
The company replied on 2026-01-02: “Hi, Thank you for taking the time to share your concerns. We’re sorry to hear about your sister’s distress and appreciate the opportunity to clarify our role. PayitMonthly acts solely as the finance…”
Our classifier read this reply as a deflection.
“thought I was getting a basic will for 50 pounds ended up paying around 400”
The company replied on 2025-02-14: “Hi Donna, I'm sorry to hear you weren't satisfied with your experience. However, I can't find any correspondence from you here at PayItMonthly throughout the duration of your payment plan. If there…”
Our classifier read this reply as a deflection.
“They wouldn’t help me get my money back so now I’m £3,000 out of pocket”
The company replied on 2024-07-31: “Hi Jake, Thank you for your feedback, I’m sorry to hear that you weren’t happy with the service you received from one of our partners. We did advise that we would be happy to reach out to the company…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Aggressive collections
7 reports · 11% of complaintsrising since 2026-02“They will mess up your credit score, even though missing payments were paid within the same month”
“They chase you for money when it’s down to the clinic in Harley street to refund the money.”
The company replied on 2026-01-02: “Hi Gaz, Thank you for your feedback. I can see that the team here worked hard to contact the retailer on your behalf. We are not jointly liable with the retailer, but we endeavour to help as much as…”
Our classifier read this reply as a deflection.
“we have just had threatening emails to report us to credit reference agencies”
The company replied on 2025-09-24: “Hi, Thanks for the review. Sorry to hear you had a bad experience using PayItMonthly. I can see that we were in constant communication on your behalf with the retailer and tried to the best of our…”
Our classifier read this reply as a deflection.
Misleading pricing
7 reports · 11% of complaintsrising since 2026-02“I was shocked to find that I was charged around £50 instead, with additional unexpected fees.”
The company replied on 2025-03-12: “Hi Inesa, We're sorry to hear that you weren't happy with your experience using our service to offer finance to your customers. We have been unable to track down any calls with you other than the…”
Our classifier read this reply as a deflection.
“thought I was getting a basic will for 50 pounds ended up paying around 400”
The company replied on 2025-02-14: “Hi Donna, I'm sorry to hear you weren't satisfied with your experience. However, I can't find any correspondence from you here at PayItMonthly throughout the duration of your payment plan. If there…”
Our classifier read this reply as a deflection.
“Their rep on this call said their colleague lied and it's not true?!”
Compare PayItMonthly with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.