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NSF’s scheme for Everyday Loans, George Banco & Trust Two – waiting for decisions

|The deadline to make a claim to the NSF scheme has now passed. Non-Standard Finance group (NSF) proposed a Scheme of Arrangement in March 2023. This Scheme was approved in June 23.

NSF had three brands: Everyday Loans (lending from high street shops) and George Banco and Trust Two (two guarantor lenders). All customers with loans that started before 31 March 2021 had to make a claim to the Scheme before 31 December 2023.

That date has now passed and no further claims can be made to the Scheme.

If you had an Everyday Loan that started after 31 March 2021, you can still make a complaint about this, but not through the Scheme – so if it is upheld you will get a larger payout. 

At the end of July 2024, NSF announced that people with an upheld claim will be paid 25.73p in the £. Payments started in August 2024.

What is “a Scheme of Arrangement”?

What is the purpose of a Scheme?

A Scheme is a formal legal arrangement that allows a firm to change the rights of some or all of its creditors.

Customers who have been given an unaffordable loan (see below for a definition of this) have the right to make a complaint and take it to the Ombudsman if the lender rejects it. People will normally get a refund of interest if they win their case.

A Scheme changes these rights:

  • any affordability complaints have to be made within a 6 month window – no one can make a claim after that even if they did not know about the Scheme;
  • the decision to uphold or reject the complaint is then made within the Scheme and there is no right of appeal to the Financial Ombudsman;
  • people owed a refund in cash will only be paid a percentage of it as there is a limited amount of money that all refunds have to be paid from.

So the lender gains as they will pay less to settle these complaints and at the end of the Scheme there can’t be any more complaints.

Other similar Schemes

NSF is now the 5th bad credit lender to seek the protection of a Scheme that will limit the refunds it has to pay to its customers for unaffordable lending:

What is unaffordable lending?

A lender has to check that a loan is affordable for customers before giving the loan.

For Everyday Loans, this is a check on the affordability for the borrower (or borrowers where the loan is a joint loan);

With guarantor loans from George Banco and Trust Two, the loan has to be affordable for both the borrower and the guarantor. A guarantor has to be able to make the repayments out of spare income – simply owning a house does not mean that a loan is affordable.

The Financial Ombudsman (FOS) has set out what it looks at in an affordability complaint.

A simple summary is that when the loan was given it has to have been likely that you could repay it on time, without having to borrow more or get behind with bills. So if all the loan payments were made on time, the loan may still have been unaffordable if repaying it meant that your credit card balance or overdraft increased.

Recent Everyday Loans are NOT included in the Scheme

The Scheme covers customers who borrowed or guaranteed a loan from Everyday Loans, George Banco or Trust Two before 31 March 2021.

It does NOT cover Everyday Loans made after March 2021. If you have one of these later loans this Scheme is not relevant.

Instead you can make an affordability complaint in the usual way. See Affordability complaints about large loans for a template to use,

If your complaint is rejected, send it to the Financial Ombudsman (FOS)  straight away, as that article explains. FOS will be able to look at these complaints as they are about loans that are not included in the Scheme.

The Scheme timetable

  • 28 April 2023 – Court Convening hearing  – approved the voting arrangements
  • May & early June 2023 – voting on the Scheme.
  • 22 June 2023 – Court Sanction hearing – approved the Scheme
  • July to end December 2023 – customers have 6 months to submit a claim to the Scheme. Claims after this point will not be considered in the Scheme and will not be able to go to FOS.
  • by end December 2023 – NSF raises enough money to continue and pays £14m into the Scheme to be distributed. If this is not successful the company is likely to go into administration.
  • April 2024 – refunds paid from the Scheme.

Raising the £14m for the Scheme

NSF originally proposed two ways to raise new capital – Plan A and Plan B. Since March it has abandoned Plan A and now proposes:

a transfer of the Group’s business to the secured lenders in exchange for the release of a portion of their secured debt and the provision of a new lending facility. Part of the proceeds from this new lending facility would be used to fund the Scheme Fund and cover the costs of the Scheme.

This has not changed the amount of money that is likely to be available to distribute in the proposed Scheme.

Make a claim to the Scheme

It is now too late to make a claim to the Scheme.

What happens after you have made a Claim

NSF will decide whether to uphold your Claim.

I think it’s worth checking your Portal Account every month to see if there is an update there.

If your claim is rejected you can appeal this, but there will be a time limit. So don’t forget to keep looking for this.

What refund may you get?

If an affordability complaint is upheld in the Scheme, the compensation (called “redress”) is calculated:

  • for upheld loans that have been repaid, the redress is the interest paid;
  • for outstanding upheld loans, interest is removed so the borrower only has to repay in total the amount they borrowed. This may mean a lower balance is owed or that the loan cleared and a cash refund is due.

Where your balance is being reduced or cleared, this will be paid “in full”.

But where a cash refund is calculated, you will not receive that amount. The amount you will get will depend on the total cash refunds calculated and the amount of money in the Scheme to be distributed.

NSF says customers may get paid 24-31% of the calculated cash refund

This is a very uncertain estimate. It depends on how many people make a claim to the Scheme.

It also depends on how many of the claims are upheld and how many of the loans in each claim are upheld.

Credit records

NSF is likely to remove loans that it decides are unaffordable from your credit record.

More articles:

Card & catalogue affordability complaints

refunds from overdraft charges

Can you get an overdraft refund?

refunds from large loans example logos

Refunds from large loans

Comments

  1. Greg says

    Received rejection today too as guarantor, will wait to hear what borrower receives but I anticipate rejection too. Will attempt an appeal if so.

    Reply

  3. kel says

    I’ve also been rejected! would love to know what % are being accepted.. now they’re just going to deal with hundreds of appeals..
    I will obviously make an appeal. Have a current guarantor loan of £30,000, have paid half and other half is interest but have struggled to pay that part back for the past year. Applied when I was in probation period for my job which i then lost after, also had tonnes of gambling transactions and they didn’t check if my guarantor could afford this either.

    Reply

    • Sara (Debt Camel) says

      Your guarantor should also immediately make a claim. This gives two ways for the guarantor to be released – if you win you claim or they win theirs.

      It isn’t fair to say a loan apple should be declined because you are in a probationary period. But the extensive gambling is a good reason. Also read https://debtcamel.co.uk/how-to-complain-guarantor-loan/ which looks at other points that may be relevant to your case.

      Reply

  4. James says

    Hi Sara,

    Any advice on the best focus for appealing a rejection, given they do not appear to be specific in their reasoning? I would have thought they would either have to give a particular reason (eg. we can evidence we did suitable checks, you had ample spare income) or uphold the complaint?

    It is quite hard to know what is valid supporting info for an appeal without knowing the trigger for rejection.

    Reply

    • James says

      Yes it was for EL. I think they would have asked for bank statements to be fair, although I can’t be 100% positive. The main purpose of my complaint more related to the overall affordability and I was looking to ringfence the payments that have been made via a DPP/DAS I am in.

      Are my payments undermined at all or is there anything I need to consider re. the scheme being approved, regardless of the rejection of my complaint?

      Reply

      • Sara (Debt Camel) says

        I was looking to ring fence the payments that have been made via a DPP/DAS I am in.
        Can you explain this and how it affects this affordability complaint?

        Reply

        • James says

          Sara, viz your comments above:

          “Ring-fencing new payments
          NSF wants to encourage customers with a current loan to continue making payments while their claim is being decided in the Scheme.

          So these payments will be “ring-fenced” when the customers has made a claim. Then they can be refunded in full if the claim is upheld rather than just a percentage being refunded.”

          My concern is that having failed to uphold my claim that should EL disappear altogether in the future that my contributions (payments as arranged via DAS/DPP) would in effect be ‘wasted’. If EL continue to trade, will my payments just continue indefinitely under the DPP?

          Me being in the DAS/DPP does not affect the affordability complaint in and of itself but the success of the complaint could conversely have positive effect on the DAS/DPP if the overall debt burden was reduced. As an aside, I’d suggest the very presence of the DAS/DPP implies financial instability/ affordability issues as the EL debt is one of the included debts.

          But I am maybe overreaching here.

          Reply

          • Sara (Debt Camel) says

            If you are in a DAS/DPP, this should continue for the EL loan. I don’t even think you can remove a debt from a DAS/DPP in order to pay it outside (but I am not a Scottish debt expert.) And this would not save you money…
            This ring fencing and refunding in full only applies when your claim is upheld AND you have repaid more than the borrowed amount. In that case extra contribution are refunded in full and it should not make any difference if these are the normal contributions or lower contributions through some form of payments arrangement. Trying to pay more in order to get that bit more back is pointless.

            should EL disappear altogether in the future that my contributions (payments as arranged via DAS/DPP) would in effect be ‘wasted’
            If EL disappears in future, its loan book is very likely to be sold to a debt collector as part of the liquidation process. Your DAS will then carry on paying the debt collector. No payments have been wasted.

            If EL continue to trade, will my payments just continue indefinitely under the DPP?
            yes. But if your claim is one the balance is lower.

            So how to appeal the decision – argue from your bank statements that EL would have seen that EITHER the loan is plainly unaffordable AND/OR that the statements were clearly missing essentials such as … [council tax? clothes? car insurance?] or showed a very variable income.

          • James says

            Thanks,

            This bit makes sense now I consider it,

            “This ring fencing and refunding in full only applies when your claim is upheld AND you have repaid more than the borrowed amount. In that case extra contribution are refunded in full and it should not make any difference if these are the normal contributions or lower contributions through some form of payments arrangement. ”

            I think I had previously misinterpreted that ALL payments could potentially be refunded if the loan should not have been made initially and a claim was upheld. You are correct that a debt is very difficult/ impossible to omit or pay in isolation from DAS/DPP once approved. You need to see out the plan and pay all creditors as per the agreed day 1 ratio. Possible exception being if the creditor reassessed that there was in fact no debt which I wondered if such a scenario could perhaps arise if the complaint was upheld. In my case, the credits made would not be enough to ‘zero’ the balance but appealing with a view to depleting the debt may still be a worthwhile approach (based on ‘should have seen’ affordability issues on bank statements).

            Thanks again.

          • Sara (Debt Camel) says

            Possible exception being if the creditor reassessed that there was in fact no debt which I wondered if such a scenario could perhaps arise if the complaint was upheld.
            There will also be an exception of the creditor corrects the balance. This will have happened thousands of times with PPI refunds and affordability refunds are just the same.

            appealing with a view to depleting the debt may still be a worthwhile approach
            100% agree. the DAS makes no difference, appealing this decision is you best move.

  5. Chris says

    Hi

    I just received rejection email from nsf claims. We took a 3500 loan out in Feb 2018. We paid 38 payments of 315 and then my wife lost her job. We couldn’t pay anything and haven’t since May 21. We have been hounded and was just offered another loan to cover the old loan which was supposed to stop any interest being added. We obviously refused and are now being chased for 2537.00 as the balance. My wife is now working but money is still tight. As part of our application nearly 1500 was used by EDL to pay off other debts we had so was only left with 2k anyway. They have now passed the account to a debt company and we are being hounded by them every other day now. Any suggestions

    Reply

    • Chris says

      Hi Sara

      We had loads of debts and used the money to clear the older debts. It was a necessity at the time. We managed to scrape through paying it but this meant other debts then piled up. So affordable just by not paying other bills and then she lost her job.

      Reply

      • Sara (Debt Camel) says

        We managed to scrape through paying it but this meant other debts then piled up.
        This is the point you need to make in your appeal. Credit is not affordable if yiu get into arrears on bills. Go into details about this.

        Don’t mention your wife later losing her job, that isn’t relevant.

        Reply

          • Sara (Debt Camel) says

            Appealing the EDL decision within the Scheme. EDL should have told you how to do this.

            It is not possible to appeal a scheme decision to the Ombudsman.

          • Chris says

            I received an email explaining their criteria for an appeal. How do I get my credit file from 2018 as I use credit karma but can’t see a whole report. Thanks

          • Sara (Debt Camel) says

            you can’t get an old credit record. Your current credit record will go back 6 years so it will cover come information before your loan application in 2018 – supply that.

  6. Julie says

    Hi, I have received a rejection on my claim has a borrower. But I couldn’t afford the repayments I ended up going to Stepchange and been put on DMP because I couldn’t afford the repayments of this loan and other loans and credit cards and my mortgage payments/ household bills can I appeal would it worth while?

    Reply

  8. John says

    Got my rejection letter today, so will now start a complaint about nit being given any information after reducing the payments, should I go straight to the ombudsman ?

    Reply

    • Sara (Debt Camel) says

      I think it means a batch of rejections have been sent out. Not that most claims are going to be rejected.

      Reply

  11. Andrew says

    Received resolution today – Upheld.
    I only had the one loan with EDL.
    The loan should not have been given as there were two defaults on my credit report PLUS one of the validation steps (discussion with senior manager and their approval) was not carried out:
    “According to our records you have made payments of £3956.88 towards interest or other costs on your loan prior to the Scheme Effective Date and are due a further £820.22 in compensatory interest, and therefore your total Redress Claim under the Scheme is £4777.10.

    Our estimate is that you will receive between approximately 24% to 31% of your Redress Claim. However, this is an estimate only and there is a risk that you are paid less than 24% to 31% of your Redress Claim

    Reply

    • Dan says

      Did you ever make a direct claim to them? I did, and they never upheld it, I was already in 7000 debt and they see all my loans and gambling issues I had back then(don’t gamble now) they see clearly on my bank statements that I was in a bad state, they gave me 3k and paid 7k back, I made a complaint and they said that all checks were carried out 😂😂.. but obviously the scheme are now dealing with it

      Reply

  13. Andy says

    They’ve upheld both my claims to the tune of £3299 will receive 24/31%. I find this utterly disgusting as they originally rejected both my claims before a scheme was put in place. But now under the scheme they have upheld them. They obviously weren’t doing appropriate checks and were just rejecting claims back then.

    Reply

    • Sara (Debt Camel) says

      it is a shame you didn’t send your previous complaints to the Ombudsman before the Scheme.

      The best revenge is never to use them again. You could also leave them a very poor review on Trustpilot https://uk.trustpilot.com/review/www.everyday-loans.co.uk

      Also make affordability complaints to other credit you should not have been given. Not just ultra high cost loans, see https://debtcamel.co.uk/tag/refunds/ for articles on how to complain about different sorts of credit. And don’t be fobbed off by a rejection from a lender if you know the credit caused you difficulty!

      Reply

  14. Dee says

    Hi Sara,

    I’ve had a rejection, but with no explanation it’s hard to know how to approach appeal.

    I took out a loan with them in October 2011, and 6 months later (April 2012) it was in a DMP as it was unaffordable. I then made reduced payments until 2021 until the balance was cleared. During that time, payments still bounced, and were missed. I have copies of what they held from an old SARS request and they had one bank statement, but can’t see a credit check was done was I was in significant debt and had multiple defaults and payday loans. I also had 4 bank accounts at the time, but he only took copies of one statement. They only have 4 debts I had written on a scrap piece of paper from the copies, when there was over 10 at the time. Plus they have 2 of my payslips and both show I was receiving statutory sick pay as I was signed off long term sick. What do you think is the best way to approach the appeal and what evidence do you think I need to provide?

    Reply

    • Sara (Debt Camel) says

      I think in the appeal you should concentrate on the time around the application and the 6 months later. Stuff after that isn’t really relevant to whether EL took the right decision to lend to you.

      So the fact your payslips showed you were on long term sick leave is VERY relevant. And the fact the SAR doesnt show a proper credit check. And the fact you ended up in a DMP within 6 months of their loan. Send copies of the payslips, refer them to the SAR to show no credit record info and you had a lot of other debts, and any info (email?) you have about starting the DMP.

      Reply

  15. zoe says

    I have received an email this morning, (see below) disappointing as the later loan left me in dire financial difficulty with the branch and I having numerous converations about me missing payments. I cleared the balance eventually. But would like to know if anyone has had a appeal upheld?

    Dear zoe ,

    Re: Agreement Number(s) **************

    You have previously submitted a claim relating to a loan made under the Everyday Loans, George Banco or TrustTwo brands under Everyday Lending Limited’s Scheme of Arrangement. We are writing to update you on the status of that claim.
    We have now undertaken an assessment of your claim under the Scheme claims methodology (see link below) and your claim has been (fully or partially) successful and is a valid Redress Claim as set out below. All loans that have been upheld as part of your Redress Claim will be removed from your credit file. Please note that, due to the volume of claims, this could take a number of months.
    Loan breakdown
    Agreement Number Start Date Loan Amount Upheld/Rejected Paid Interest and Costs Claim Interest and costs on loan(s) Claim Compensatory Interest Claim Value
    23/08/2018 £1000.00 Upheld £970.90 £970.90 £325.37 £1296.27
    09/03/2021 £1500.00 Reject £2038.25 £0.00 £0.00 £0.00
    Total Upheld claims £970.90 £325.37 £1296.27

    Reply

    • Sara (Debt Camel) says

      I cant disentangle those numbers.

      But it seems very unlikely that the first one was unaffordable and the second one wasn’t, so appeal! Send in your bank statements for 3 months before and 3 months after the 2nd loan. And a copy of your current credit record – download a statutory report from TransUnion https://www.transunionstatreport.co.uk/CreditReport/AboutYou

      But would like to know if anyone has had a appeal upheld?
      No because the rejections have only recently started going on from end Auguest. No one is through the appeal process yet, win or lose.
      In other schemes a significant number of appeals have been upheld.

      Reply

      • zoe says

        Thank you Sara.

        Yes my first loan upheld the second one not. Redress is £1297. I will hopefully receive 24% of that. However I have appealed the second loan, which was far larger. Let’s see how long that takes. It has taken 9 weeks to make a decision on my case. So I will hopefully hear back in that time frame for the appeal.

        If I lose the appeal, can this then be taken further? Also it stated in my letter that:

        “All loans that have been upheld as part of your Redress Claim will be removed from your credit file. Please note that, due to the volume of claims, this could take a number of months.”

        Which is a liberty. Hoping by this time next year its off my report for good!!

        Reply

        • Sara (Debt Camel) says

          there is a two stage appeal – the first by an internal staff member, the second a referral to the outside Scheme Adjudicator.

          But you cannot take the case to the Financial Ombudsman or to court.

          Reply

  17. M Andrew says

    This page has been so helpful. My claim was rejected (EL , not a guarantor loan) but I wonder if they’re just rejecting a vast majority. Just made an appeal. Took me absolutely hours but worth doing I think. I checked what they asked for, 2 payslips and 2 bank statements but actually they said it was to confirm details so they got two credit card statements not current account which showed nothing of my situation. In the appeal i included bank statements, a budget of incoming and outgoings at the time supported by values on my bank statements, Universal credit payments, two recent loan rejections from other loan companies, credit report (the free one you get), list of debt balances and payments at the time and a long letter describing what each thing showed. also found their marketing info from the time about what they’re supposed to do to check affordability. Used a template letter then saved the whole lot in one pdf file. I was very clear about believing it was mis sold on affordabilty. Fingers crossed the appeal will be successful.

    Reply

  18. John C says

    Looks like I am one of the lucky ones that have had their claim upheld. I had EL loans back in 2008 with a loan of £2k taken out in May and then a £4k loan in October of the same year. I struggled to pay this off along with the £5.6k of interest that was added to them. I’ll be honest I am long through my reclaim journey and never even thought about EL as it was at the start of spiral of debt, and by the time I got claiming against payday loan companies, it was past 6 years. I only put the claim in due to the email that came through from the scheme. They have added 8% interest to take the total claim to just under £11k.

    Payment isn’t till April and i’m not banking on anything till its paid, I’ll be stunned if its close to the bottom end of what was quoted at 24%, and really expect it to be lower than that

    Good luck to everyone appealing

    Reply

  19. Karen says

    So I’ve had my claim rejected. But my head is bamboozled as to what info is needed to appeal. Currently going through cancer treatment so mind is not on doing it. Have until 21st sept to appeal too

    Reply

    • Sara (Debt Camel) says

      OK can you get your bank statements for Jun-Aug 2018? You should be able to get these even if your account then has been closed.
      If you have them now, send them with your appeal.

      If you don’t explain that you will be getting them and that this make take longer as you are undergoing cancer treatment and ask them to extend the time you have as you get tired very easily. Attach anything from your hospital of GP that supports this.

      Reply

  22. Karen says

    Hi Sara
    I’ve uploaded my statement and wrote my appeal but when click submit it comes up with unable to submit at this time. Has anyone else had this problem?

    Reply

  23. Greg says

    Is there any point in the guarantor appealing without strong evidence? My deadline is 21st and I’ve only just got my full credit report back from Experian but didn’t realise it wouldn’t show credit searches from back in 2019. The only thing I can find on there that could support my appeal is a 35-month £10,000 car loan taken out 3 months prior to the George Banco loan, but this was solely in my name due to being offered a lower interest rate than the borrower (but was shared repayments). It was paid off in full after 23 months, and there’s no missed payments on my record at all.

    The borrower does not have bank statements gathered but would be an easier case to argue due to using short-term credit routinely, often to repay existing credit, and taking out a top up loan to reduce monthly payments but extending length from 36 to 60 months only 4 months of beginning the loan agreement. Should we focus on the borrower’s appeal? Thanks in advance

    Reply

  24. Dan says

    I complained TWICE and neither was upheld but now it is
    You have previously submitted a claim relating to a loan made under the Everyday Loans, George Banco or TrustTwo brands under Everyday Lending Limited’s Scheme of Arrangement. We are writing to update you on the status of that claim.
    We have now undertaken an assessment of your claim under the Scheme claims methodology (see link below) and your claim has been successful and is a valid Redress Claim. All loans that have been upheld as part of your Redress Claim will be removed from your credit file. Please note that, due to the volume of claims,
    The amount of your Redress Claim is the amount of payments that you made towards interest or other costs on your loan prior to the Scheme Effective Date (23 June 2023), plus compensatory interest at a rate of 8% per year on that amount (after the application of balance adjustments and any Ring-Fenced Account Payment) up to the Scheme Effective Date. According to our records you have made payments of £3522.39 towards interest or other costs on your loan prior to the Scheme Effective Date and are due a further £999.46 in compensatory interest, and therefore your total Redress Claim under the Scheme is £4521.85.

    Please note that you will receive your share of the Scheme Fund for your Redress Claim of £4521.85.

    Reply

  25. Ann says

    Hi Sara, just wanted your advice on a matter. My unaffordable lending claim was upheld by the ombudsman and I’m on a DMP with StepChange. The ombudsman told EL to stop any interest charges on what I’ve borrowed, to refund interest paid and to arrange affordable repayments with me. Today StepChange informed me that EL have refused my budget as I apparently according to EL I do not pay rent, even though I do. Since the ombudsman’s decision, EL have not yet contacted me although I am nearing the 4 week mark now. Are they allowed to tell me what’s acceptable in my budget?! I feel EL are a horrific company and are still being as awkward as they possibly can be.

    Reply

    • Sara (Debt Camel) says

      I think you need to wait for EL to correct the balance after the FOS decision. At that point I will be surprised if they dont accept the Stepchange DMP – if they don’t conme back here and we can talk about a new complaint and asking for compensation.

      Reply

      • Ann says

        Hi Sara,

        Thank you, it’s been more than 4 weeks now with no news. I’ve just emailed the ombudsman who dealt with the case as he said any problems to let him know. I cannot believe EL are still allowed to operate.

        Reply

  26. Janet says

    HI
    Just wondering how long people have waited for a decision. I submitted a claim through the NFS portal on 21st July but it still says pending. Thank you

    Reply

  27. J says

    Submitted an appeal after my rejection, had a subsequent email to explain the process and why the original rejection but at the same time noticed my appeal had also already been rejected. So, i’ve had to submit an appeal to the adjudicator but there was no option to add further information to my appeal nor documents meaning i’m having to send a separate email including all those.

    Reply

  30. zoe tunmer says

    Just received a generic letter stating ym appeal isnt succesful. They uphekd one claim but not the other stating I am fully aware of the costs invovled in the loan. Given me a nortonrosefullbright email to appeal further,

    Reply

      • zoe tunmer says

        It says then to press the button to appeal further, but that isnt showing on the website yet. What do I send to norton rose?

        Reply

          • zoe tunmer says

            Yes I emailed and they have updated this. I shall send my DMP which happened after I took the loan as got into serious financial diffuclty as well as bank statements and other loan details. Hopefully after I contact NRF I will win my appeal.

  31. Suz says

    Hi i was wondering if anyone can give me any advice regarding George banco, I have taken out multiple loans with them with my mum as guarantor and they have increased loans each time even though i was on benefits. It got to the stage where i was struggling to make repayments so i contacted them and asked them to help they requested that i fill in an income and expenditure form which i did they then said i couldn’t afford the repayments and they would take the repayments from my guarantor they calculated her finance and said she could afford a certain amount each month which is what they have been taking i do try to give her what i can to help with the payments but we now cant afford the payments so one has been missed and we are getting hounded by george banco for the payment my mum is a pensioner and doesn’t get any benefits we have put a claim in through the portal what rights do we have regarding payments.

    Reply

    • Sara (Debt Camel) says

      Have you both made claims to the scheme?
      Does your mother have any other debts? Does she own her house? Apart from state pension, what other income does she have?

      Reply

      • Suz says

        We have both made a claim to the scheme and yes she has other debts she does own her house but half the house is in a trust fund she has a small job of 10 hours a week which gives her a small wage but this covers council tax etc

        Reply

    • Sara (Debt Camel) says

      How old is she? Does she get state pension? Any other pensions?
      If she only gets state pension, then she should look at whether she can get pension credit if she stops this small job – she may be much better off as if she gets pension credit she also won’t have to pay any council tax.
      She can use https://benefits-calculator.turn2us.org.uk/ to see what she could get now, and how this would change if she stops work. Pension Credit is one of the most underclaimed benefits!

      As she has other debts as well, I suggest she contacts StepChange and sets up a debt management plan for all her debts. She can then tell EL this and they should stop bothering her. And you can stop having to stretch to pay her money.

      Reply

  32. Stacy says

    HI
    Just wondering how long people have waited for a decision. I submitted a claim through the NFS portal on 31st July but it still says pending and keep getting generic ‘weve recieved a high number of applications’ responses every week. thanks

    Reply

  34. Danny says

    Hi Sara,

    I previously complained to EL over an unaffordable loan and the ombudsman sided with them (even though the adjudicator noticed they calculated my ability to repay wrong!) at the start of the year.

    I’ve put in a claim but will the ombudsman’s ruling work against me here? How they were allowed to wring out an additional £9300 from me on a £4500 loan when my income was £1000 a month will forever baffle me…

    Reply

  35. b chowdhury says

    I submitted my claim early June and still waiting for a decision.

    However, last week, my direct debit payment went through but then it was refunded by them. They also cancelled my direct debit.

    I called this morning and the agent couldn’t fully confirm if my account is closed but she said that my claim is provisionally approved.

    Just eagerly waiting for the letter now.

    Reply

    • S says

      Have you now recieved a response? How long after you was told this did it take for your decision letter to come ? I’ve been told similar ( I think the call handler realised she shouldn’t have said what she did) a week ago and still waiting for a letter confirming thanks

      Reply

  38. S says

    Hello

    Made a claim.towards the schema. Told 6-8week descion due to a back log over phone, received a letter this morning by post said rejected you are not due compensation. No explanation just hyperlink on the page that are very long, what do I do now says appeal by 19th October.

    Reply

  39. S says

    Hello

    It’s was sold on to debit collection agency and dro was included on this. Before I defaulted on loan they kept phoning me if I wanted to extend the loan barrage me with call,then credit checked me with drew the offer so knew I was in bad situation
    S

    Reply

  40. zoe tunmer says

    My claim was partially upheld, I appealed and was unsuccesful. EDL/NSF have given me the option to appeal to an adjudicator. I wanted to ensure I had as much extra information as possible. However when I pressed button on website, it says its now reffered and I could not send over anything extra.

    Reply

    • J says

      Hi Zoe, i had the same happen to me.

      If you go into the member login there is a place to send a message, and this allows you to upload documents (i think a maximum 3 at one message but it would only let me do one at a time). I sent my evidence that way. Haven’t had a reply to it yet though.

      Reply

      • zoe tunmer says

        Yes I have uploiaded my DMP on there from Stepchange, which was a direct result of taking the loan. Fingers crossed, Nortonrosefullbright have access to the messages.

        Reply

  41. Matthew Harrison says

    Hi Im abit worried about putting my bank details on the NSF group website, Is it safe. Dont want to get done over

    Matt

    Reply

    • Sara (Debt Camel) says

      there isn’t really a way around this worry. You gave them your bank account details when you took the loan.

      Reply

  42. Craig says

    I got rejected today for the compensation from my two loans i have had. Yes i paid the off but struggled doing so. Trying to appeal but it wont let me…. keep getting a message saying Appeal reason must be a valid value. On the NSF portal

    Reply

  44. Dean says

    I made my claim in June and received an e-mail yesterday saying the claim was successful. It was for a loan of £4200 back in 2015 that I had since paid back in full and they have agreed that I am to get back the £2050 that I had paid in interest plus £757 in compensatory interest. However, like everyone else, we are only likely to receive 20% or less of this amount which puts it at about £561.

    If they owe you £2807 and are only paying you back £561 then they have still successfully ripped you off by £2246 which is more than the entire interest that was paid.

    Honestly, they might as well have not even bothered with this scheme. It’s an insult to everyone.

    Reply

  45. Stacy says

    Hi, has anyone had their ring fenced payments ( for ongoing loan) refunded to them after a successful claim ? Is this done Immediately as they are ring fenced ??

    Reply

  46. Nicholas Edwards says

    I was just enquiring. Has anyone had any payments yet. I’m getting worried about the amount of people getting rejected. I have a solicitor acting for me through the portal. I keep getting the standard email about the amount of claims they are dealing with. I know it may take till next year but if anyone has had their claims up held it would be great to know

    Reply

  47. DB says

    The payments for all successful claims are being made in April 2024.

    My claim was successful and they owe me a couple of grand but I’m told I will only likely see £500 of it or so 🤷‍♂️

    Reply

  48. P says

    Sara,

    I had two two loans which fell under the scheme and the first loan as been upheld in my favour due to affordability but the second loan was rejected. This second loan offered as a top up loan which subsequently was a larger amount with more interest etc – I kept up with all payments but I really struggled through.

    I later took out a third loan with EDL which is past the scheme date and I have now fell into the trap of not being able to pay. I am on a Payment Plan with Stepchange which is contributing to £1 each month of the EDL balance.

    With the first loan being upheld then surely the second loan should be as well? I had the same affordability issues and they also further increased by debt/interest etc by providing a second loan.

    Should I be making an appeal for the second loan with the reasons stated? Also should I consider a separate affordability complaint against the third and last loan as I have now defaulted quite severely on this and it was also not affordable?

    Regards,
    P

    Reply

    • Sara (Debt Camel) says

      yes you should appeal the second loan. Bizarre that it was rejected unless you had had a big income increase. Supplu bank statements with your appeal – you can get these even from closed accounts.

      And yes you should make a complaint about the third loan – although the previous 2 loans wont be refunded outside the scheme they should be taken into account when assessing if EL should have given you the third loan.

      What other debts went into the DMP? being in a DMP is often the perfect time to make affordability complaints… so overdrafts? credit cards? other loans?

      Reply

      • P says

        Thanks Sara,

        My NET take home only increased £30 from the date of the first two loans taking out so I don’t know why it was rejected but I will definitely appeal the second with the attached evidence.

        My claim value for the upheld so far is £1672.41 which is more now than the actual third loan balance. Should I be asking that this is used to wipe out that balance rather than go through redress? Obviously whilst pursuing the affordability complaints for the second and third loans. I’m sure if this is possible?

        Yeah basically the DMP plan has everything you listed above – I am on the token payment plan due to affordability so I have 10 debts that are all getting £1 each month until my next review in March 24.

        Reply

        • Sara (Debt Camel) says

          They may well use the refund to clear the balance. If not, you should ask them to do this.

          BUT you also want to make a separate affordability complaint directly to EL about the 3rd loan in order to get the interest on that refunded, even if it has been cleared. Use the template here https://debtcamel.co.uk/refunds-large-high-cost-loans/ and say you want the previous two loans considered when assessing this third loan.

          The other DMP debts – I suggest you make affordability complaints about all of them! See https://debtcamel.co.uk/tag/refunds/ which has links to articles for each type of debt.

          Reply

          • SM says

            Hi. Did you get a response to your appeal. I have had a similar response and have appealed my second loan. Just wondered how you got on

  49. Laura says

    Hello,

    Is there a thread like this for Tappily? I have received a final response letter from them after a complaint but there’s a few issues with it I would like to discuss.

    Thank you

    Reply

  50. Anonymous says

    Hi,

    Is anyone in the same position as me and still awaiting a decision to be made, whilst currently paying off a loan?

    I made a claim on 26th June but keep receiving the same standard email stating there is a high volume of claims. Has anyone had a successful claim and had confirmation that their ‘ring fenced’ payments will be paid back to them? And if so, the full amount and timescales provided?

    Seems really frustrating to be paying off a loan that may ultimately be deemed unaffordable, and then only receiving a fraction back if successful.

    Thanks

    Reply

    • Sam says

      I am. Sent 27/06 and getting same message. Made 3 payments within this time. If upheld hoping I can that back straight away if ring-fenced?

      Reply

  51. S says

    Me too x I’ve rang them and they said all ring fenced payments sent out 10 days after decision letter x I’m waiting on manager call as I was told my claim was finalised 3 weeks ago but still no decision x

    Reply

  52. Alex Hammond says

    Does anyone have any further information on the percentage that might be paid out? Mine has been upheld at 7.5k, but is this likely to swing closer to 1-2% or around the 20% mark?

    Also, I took out another loan right after the first one – this second loan was outside the scheme and I have been paying normally since April. I have however made an unaffordable claim for this second loan on the back of the first one – almost identical in everyway – being upheld. Has anyone else had any success here, and if so what have time frames for a reply been like?

    Reply

  53. Lewis says

    Thank you for posting this article. It added some validity to the emails I was getting from NFS.

    I was 23 when I got my loan out with George Banco. I was not earning too much each month, being chased by a number of debt collection companies, had a couple of defaults and a CCJ. Looking back I remember being excited when the loan hit because I was finally going to be ‘debt free’.

    I got a £6,000 loan and had to pay a total of £14,000. I dont even think I looked at the interest because I was so desperate – then Covid hit!

    So far I have paid a little over £10,000 and luckily my financial situation has changed but it was not in a good place at all back then.

    Do you think it was worth me creating my claim?

    Reply

  54. ZOe says

    I have appealed to the adjudicator, however this end of September and I havent had a response. I wondered if anyone had a response from Norton Rose Fullbright? If so how long this took. My claim was partially upheld, I am disputing this,

    Reply

  55. greg says

    Is there somewhere i can get further support to make my claim?
    I’ve made the claim, had it rejected, sent an appeal and today i received a letter asking me to submit more information otherwise they will make a decision regarding my appeal based on the info i have provided. Is this a scare tactic or a genuine message that my appeal is looking weak unless I can provide further evidence?

    Reply

      • Greg says

        Hi, yes I went to some trouble to get them from closed accounts. And I sent them as my appeal evidence highlighting the constant overdraft use and payday loans taken just before my 2 loans. With a brief explanation stating referencing the overdraft and payday loans.

        Reply

  56. Lee says

    Hi guys. I got and upheld decision today to say 0.00 compensation and 0.00 charges etc. however the £1500 is still to be paid back to everyday loans. No interest or charges just the original loan has any1 else had this. And also what do I do now I’m skint lol.

    Reply

    • Sara (Debt Camel) says

      So interest has been removed from your loan? How much did you borrow and how much have you repaid so far?

      What is the rest of your financial situation like – any other high cost debt? Behind on any bills?

      Reply

      • Lee says

        Really bad state to be honest. I pay a lot of creditors £5 a month each. Too many to list but all the normal high interest. Aqua. Vanquish pay dang loans lending stream etc i borrowed £1500. Offered £2000 5 days after. I got it and was refused as a minimum 3 months payments and admins were required totalling around £700. I knew I was coming into a bad time and mum offered to pay it off but refused I tried to set up an affordable plan but was refused. Told I had to wait until default before I could get any help
        Being a gambler defo never helped and was clear to see on all statements sent. I blame myself for my debts and no one else. But to be prayed on when desperate sucks a bit

        I have spoke to the appeal team but they said I I will have to pay it and there is nothing else I can do.

        Reply

    • Sara (Debt Camel) says

      This is a claim in the Scheme? Have they told you what the calculated refund would be? Is that more than the remaining balance in your DMP?

      Reply

  58. Natalie says

    Hi I have had my claim rejected twice and have been told I can appeal with the adjudicator, is it worth appealing with them?

    Reply

    • Sara (Debt Camel) says

      Yes, in other Schemes people have won these appeals. Can you get your bank statements from the time of the loan?

      Reply

      • Natalie says

        Yeah I can get my bank statements which shows me in my overdraft each month trying to pay the bloody thing off. I also ended up getting made redundant so I used some of the money to pay it off to get them off my back. I’ve had 3 loans and other them for £1000, £7,000 and £8,000

        Reply

  59. Hannah says

    I was rejected the first claim and awaiting my appeal – keep getting those generic emails and also got off the phone now and was told I need to just wait for my appeal outcome .. my loan was £5750 which I took in 2019 and now have paid £7500 so far and total interest of £11000- I was rejected the first claim and still not heard anything from my appeal in July – what should I do ? Is there any hope for a good outcome ?

    Reply

      • Hannah says

        Yes it’s everyday loans – I’m also on DMP and also paying off another bank loan, not sure what to expect from the appeal after being rejected , what can I do ?

        Reply

        • Sara (Debt Camel) says

          supply your bank statements from 3 months before and 3 months after the date of the loan. You can get these even from closed bank accounts.

          Reply

  60. SM says

    I finally got a decision today. Partially upheld complaint for a loan taken in September 2019 for £563 however I refinanced the loan with Everyday Lending just 1 month later which was rejected. My circumstances were exactly the same. I have logged an appeal and sent bank statements plus a note. Just a bit baffled how one is upheld but not the other from a month later

    Reply

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