Premium Credit: most-reported complaints
Automated analysis of 2,620 public Trustpilot reviews published 2025-11-21 to 2026-09-27. TrustScore 4.5 from 121,635 total reviews — see the Trustpilot page. Quick answer: is Premium Credit legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing issues such as threats to cancel due to credit history. Other frequent complaints involve confusing processes and unhelpful customer support, with users requesting clearer guidance. A smaller portion of reviewers mention overcharging, including disputes over cancellation fees, though this specific issue is trending downward.
How to reach Premium Credit
These are the contact details Premium Credit publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, address Ermyn House, Ermyn Way, KT22 8UX, Leatherhead, GB.
The company claimed its Trustpilot profile on 2018-12-21, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 67 of 116 in Financial Institution. We last checked this profile on 2026-09-27 and found 111 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
FCA (2025-H2): 4,060 consumer-credit complaints received. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Authorised firm reference 702718 — check the FCA Register.
Forum footprint: 155 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: “Late Payment Marker from Premium Credit”, “Adrian Flux & Premium Credit”, “Premium Credit”.
Elsewhere: 4.4★ on Google (0 reviews)
TrustScore over time
4.5 → 4.5 across 15 census measurements since 2026-08-12. 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: 2026-08-15 (100%, 0.6d) · 2026-08-18 (100%, 0.6d) · 2026-08-21 (100%, 0.6d) · 2026-08-24 (99%, 0.6d) · 2026-08-27 (100%, 0.6d) · 2026-09-01 (99%, 0.6d) · 2026-09-04 (99%, 0.6d) · 2026-09-07 (99%, 0.6d) · 2026-09-10 (100%, 0.6d) · 2026-09-13 (100%, 0.6d) · 2026-09-16 (100%, 0.6d) · 2026-09-20 (99%, 0.6d) · 2026-09-23 (100%, 0.6d) · 2026-09-27 (100%, 0.6d).
Severity: 8% of this company’s 673 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 59% of 179 one-to-three-star reviews were 1★; in September 2026, 54% of 110.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.7 days between the experience and publishing their negative review (823 reviews record both dates).
Measured reply time: across 548 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 548 company replies to negative reviews analysed, 7% engaged with the specific problem and 74% were generic templates.
What employees say
Employees rate Premium Credit 4.3★ overall from 186 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
13% of its 1613 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: account/app problems makes up 24% of this company’s complaints vs a 15% median across 112 ranked companies in its sector.
Review velocity: 16,207 of this company’s 121,635 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Premium Credit?
Account/app problems
165 reports · 24% of complaintssteady“threatened to cancel it due to credit history”
The company replied on 2026-07-31: “Good Morning, we are sorry to hear that you are unhappy and would like to apologise that you have not received the high level of service we aim to deliver. Should you wish to raise your concerns…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“No clear reference number to use so cant log in and being told ill be charged £25.00”
The company replied on 2026-07-29: “Dear Mr George, we are very sorry to hear of your disappointment with our systems. I have checked our records and I can confirm your agreement has been received. Again, we are sorry for any…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Can't login and a password reset doesn't work. Phone lines are down.”
Other
145 reports · 22% of complaintssteady“Complicated unrealistic merely attempting to get insurance ?!!!!!”
The company replied on 2026-08-17: “Good morning, we are sorry to hear of your dissatisfaction and would like to assist your further. In order to do so we kindly request you please contact us via our online portal…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Anything over 20% interest is just legalized robbery, allowed by the government to bleed dry the poor”
The company replied on 2026-07-06: “Good morning, we are sorry to hear of your disappointment regarding our charges. We consistently check our interest charges to ensure we are providing the best deals to our customers. Should you like…”
Our classifier read this reply as a deflection.
“It’s just a legalised scam”
The company replied on 2026-06-22: “Good Morning, we are sorry to hear of your dissatisfaction and would like to assist your further. In order to do so we kindly request you please contact us via our online portal…”
Our classifier read this reply as a template response.
Support unhelpful
114 reports · 17% of complaintssteady“I need simple explanations and guidance”
The company replied on 2026-09-03: “Good Morning, we are very sorry to hear of your disappointment with our systems and correspondence sent. Your feedback shall be shared with our technical teams to drive change and improvement. Should…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It would helpful if you actually identified what policy/onsurance premiums/ you correspondence relates to”
The company replied on 2026-08-14: “Good morning, we are very sorry to hear of your disappointment with our correspondence sent. The insurer should be named on the top right hand side of any correspondence sent by us. Should there be…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“threatened to cancel it due to credit history”
The company replied on 2026-07-31: “Good Morning, we are sorry to hear that you are unhappy and would like to apologise that you have not received the high level of service we aim to deliver. Should you wish to raise your concerns…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
75 reports · 11% of complaintsfalling“we have to pay cancellation fee to get out of the contract”
The company replied on 2026-08-17: “Good morning, I do apologise for any level of confusion or misinformation provided by your insurance provider. Should there be anything further we can assist you with please contact us via our online…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“1 Star for charging people £25 for sending a reminder email!”
The company replied on 2026-08-14: “Good morning, thank you for your feedback. We send various email reminders to ensure all documents required are returned to us, that we are fully transparent to prevent any default charges being…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Adding £25 charge on for not logging into your account is disgusting.”
The company replied on 2026-08-14: “Thank you for your feedback, we are sorry to hear that you are unhappy. Please be advised our default charges are explained in your credit agreement. Furthermore, we send various email reminders to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
71 reports · 10% of complaintsrising since 2026-07“Could have been done weeks ago without the need for phone calls and complaint.”
The company replied on 2026-08-12: “Good morning, we are very sorry to hear of your disappointment with our systems and correspondence sent. Your feedback shall be shared with our technical teams to drive change and improvement. Should…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“you send emails like a scammer,you say you're from Adrian flux but your email is from premium credit”
The company replied on 2026-08-10: “We are very sorry to hear of your disappointment with our systems and correspondence sent. Your feedback shall be shared with our technical teams to drive change and improvement. Should there be…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Terrible no communication between company’s. I had to cancel To get their attention,”
The company replied on 2026-07-31: “Good morning, we are sorry to hear of your dissatisfaction and would like to assist your further. In order to do so we kindly request you please contact us via our online portal…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Billing errors
71 reports · 10% of complaintssteady“There is no point stating on your introductory letter that the first payment is due 6th August when you do not send the paperwork, by email, to set up the payments until August 11th !!!!!!!!”
The company replied on 2026-08-12: “Good Afternoon, we are very sorry to hear of your disappointment with our systems and correspondence sent. Your feedback shall be shared with our technical teams to drive change and improvement.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“the amount does not appear to reflect the adjustment made to the policy”
The company replied on 2026-08-13: “Thank you for your feedback. I can confirm that Premium Credit provide financial funding for insurance premiums. We have noted your comments, and should you wish to contact us further please do so…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Poor worded email threatening to impose charges of if I don’t sign the form. Nothing was ever prompted”
The company replied on 2026-07-31: “Good morning, we are sorry to hear that you are unhappy. We send various email reminders to ensure all documents required are returned to us, that we are fully transparent to prevent any default…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Premium Credit 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 2026-09-27.