If you want to get a refund for “unaffordable” payday loans, the first step is to complain to the lender. Often it’s simple as the lender has a Complaints section on their website, but some have been taken over or the website isn’t there anymore, so here is a list.
If you haven’t already read it, (perhaps you came here from another website or Facebook group – welcome!) you should read and bookmark Can I get a payday loan refund?. This has template letters and it also looks at the most common things that happen during a complaint.
Also, check out Payday loan claims FAQs.
For contact details for the major doorstep lenders such as Provident, see Get a refund for unaffordable doorstep lending.
Cash 365 – no longer trading, try terryohare@cash365.com and talk to the Financial Ombudsman if that doesn’t work
Cash 4 U Now info@cash4unow.co.uk (put COMPLAINT in the email title)
CashASAP complaint@cashasap.co.uk
Cash Converters customerservices.uk@cashconverters.com
Cash Float complaint.handling@cashfloat.co.uk
Cash Generators use the contact form on their website
Cash Genie complaint@cashgenie.co.uk in administration, see below.
CashPlus complaints@apsgroup.com
Cheque Centre customerservice@chequecentre.co.uk
CFO (Capital Finance One) customer.relations@
Credio info@credio.co.uk
Credit Star complaints@creditstar.co.uk
Drafty (sister company to Lending Stream) complaints@drafty.co.uk
Different Money support@differentmoney.co.uk
Early Payday Loans (EPDL) now part of ECash Window
ECash Window customercare@ecashwindow.com
Express Finance expressplc@aol.com
Fancy a payday info@fancyapayday.co.uk now changed name to Response Lending, see below
Fast Loan UK complaints@fastloanuk.co.uk
Ferratum customercare@ferratum.co.uk (emails should be sent from your registered email address)
Fortress an Elevate brand name, use the Sunny email
H&T (Harvey and Thompsons) complaints@handt.co.uk
Herbert Brown complaints@albemarlebond.com
In-Sync ics.complaints@in-syncgroup.com
Kabayan simon.roberts@kbnfinance.co.uk
Ladder Loans now taken over, see the Money Shop
Lending Stream complaints@lendingstream.co.uk
Liquid Advance no longer trading. Try their debt collectors: Capital Resolve debt collectors, they have handled one reader’s complaint: complaints@capitalresolve.com
Loans4U / Loans4You the FCA issued a warning that this lender was unauthorised. As a result any complaints can’t be taken to the Ombudsman.
Lolly sales@egouk.co.uk
Microlend in administration, see below.
Minicredit complain to Opos complaints@oposlimited.com Opos are taking the complaints and then passing them on to their sister company Kapama.
Miss Payday Customercare@Miss-Payday.co.uk
Money Boat complaints@moneyboat.co.uk
Money In Advance, no longer trading, try daryl.thorpe@moneyinadvance.co.uk and talk to the Financial Ombudsman if that doesnt work
Money Platform charles@themoneyplatform.com
Money Shop customer.relations@dfguk.com
Monkey Dosh complaints@monkeydosh.com
Month End Money part of the PDUK group
Mr Lender complaints@mrlender.co.uk
My Jar complaints@myjar.com
MyKredit info@myKredit.com
My Mate now called Different Money
NextCredit info@nextcredit.co.uk
Oakam complaints@oakam.com
Oasis Finance / Oasis Payday an Elevate brand name, use the Sunny email
Payday Express / Payday UK / PDUK customer.relations@paydaycontact.co.uk These are very slow at responding – there are reports that you can get a Statement of Account if you phone 0800 280 2548. If you aren’t getting replies to your emails at that address, try cet@dfconline.com
Peachy complaints@peachy.co.uk
Piggybank complaints@piggy-bank.co.uk
Pixie complaints@pixieloans.com
Provident – see Get a refund for unaffordable doorstep lending as the complaints are a bit different. Contact details in that article.
Pogo Loans complaints@pogoloans.co.uk
Pounds Till Payday part of the Malta-based Northway group, see Swift Sterling
Pounds To Pocket complaint@poundstopocket.co.uk
Quick Quid complaint@quickquid.co.uk
Quid.co.uk part of the Elevate group, use the Sunny email address
QuidMarket customercare@quidmarketloans.com
Response Funding info@responsefunding.co.uk
Safeloans no longer trading but complain to customercomplaints@sllcapital.co.uk
Safetynet complaints@safetynetmail.co.uk
Savvy info@savvy.co.uk
Satsuma onlinecustomercare@satsuma-loans.co.uk
Smart Pig team@smart-pig.com
Speedloan see Herbert Brown
Speedy Cash UKComplaints@SpeedyCash.com
Square Today customersupport@squaretoday.co.uk
Stagemount see Quidmarket
Street UK see Track Loans
Sunny help@sunny.co.uk (if you are complaining about another Elevate brand, make it clear which one)
Swift Money Complaints@SwiftMoney.com
Swift Sterling complaints@northwayfinancial.com (Malta based – see Swift Sterling & Pounds Till Payday article for more details)
Think Finance – previous limited company name for some of the Elevate brands, use the email for Sunny
THL payday@thl-uk.com
Tick Tock customerservice@ticktockloans.com
Toothfairy – in administration, see below.
Track Loans loans@trackloans.co.uk
Trusted Quid service@trustedquid.co.uk
Txtloan – a trading name of MyJar so complaints@myjar.com
Uncle Buck info@unclebuck.tv
Vivus info@vivus.co.uk
Wage Day Advance complaints@wagedayadvance.co.uk
WageMe customer.services@wageme.com
Wizzcash complaints@wizzcash.com
Wonga customercomplaints@wonga.com
Zebit trading name of Lending Stream so complaints@lendingstream.co.uk
1 month loan / 1 month money an Elevate brand name, use the Sunny email
100Pounds support@skyquid.co.uk
118 118 Money complaints@118118money.com
1st Stop complaints@1ststop.co.uk
24-7 Moneybox customer.services@247moneybox.com
Firms in administration
The following firms are currently in administration – these means they have gone bust!
- Toothfairy; Cash Genie; CFO; Microlend.
If you are just starting a claim against any of these you need to be aware that there may be no money to pay any redress. If you have a small claim you may decide it’s not worth bothering with. If your claim is large, you should talk to the Financial Ombudsman to see what you should do, if any anything.
Anything missing or wrong?
If there is a missing lender, or you think one of these addresses is wrong, please leave a Comment at the bottom of this article.
A good place to try to track down old lenders is the FCA Register, as this lists firms brand names as well as their company names and also sometimes shows details for firms that have ceased trading.
If you still aren’t having any luck, then try the Financial Ombudsman’s complaints line – they are very friendly!
What if the lender ignores your email?
If you don’t get some form of acknowledgement within a few days, I suggest sending another email asking them to confirm they have received your previous email. If you don’t get any reply within a week, I suggest phoning them or use a “Live chat” facility on their website.
Could you get a payday loan refund?
Q and As about payday loan refunds
Payday loans? 3 reasons not to use a claims firm
Andy says
Ok thanks for this, I am also wondering whether I should encourage my girlfriend too chase Wonga as she had at least 20 loans with them mostly for £1000 at a time, however the final loan with them was wrote off when there was about £1300 still owing, she was on benefits when these loans were taken out and was only receiving a few hundred pounds per month. So these loans were totally unmanageable. Could we challenge all loans except the last one maybe?
Any help would be much appreciated.
Sara (Debt Camel) says
Your girlfriend needs to look at how much interest she paid to Wonga on the earlier loans. If this is a lot more than what was written off, then she should complain. But she can’t only complain about the earlier loans, they will take into account the write off in deciding what is fair.
Andy says
I just want to say a massive thank you as I have just received over £2000 from Wonga after following advice from this site.
Sara (Debt Camel) says
Well done!
andrew lowe says
I have just received a very speedy reply from 1st Stop rejecting my complaint as they said they did all the necessary checks when i took out a payday loan with them of £150 and I repaid the £202.50 on time. I only ever had the one loan with them but at the time I had several other payday loans which I didn’t tell them about. Is it worth me challenging the claim rejection letter, should I contact the financial ombudsman or just leave it?
Sara (Debt Camel) says
Unless your credit record would have been showing recent CCJs or defaults, I don’t think you are likely to get very far with this case.
andrew lowe says
My credit record would have shown that I had just failed and been discharged from an IVA at the time, would that make any difference?
Sara (Debt Camel) says
Well that’s pretty bad :(
I suggest you reply to them saying that your credit record would have shwed that you had just failed an IVA and a lot of debt including other payday loans and that you will be going to the ombudsman unless they refund the interest you paid on your loan.
andrew lowe says
I have recently complained to all 15 payday loan companies that I had used and would just like to know are my complaints time restricted as I used Quick Quid 4 times between May 2008 and January 2009 and they have rejected my claim for the following reason:
“We take complaints very seriously and have investigated the matter fully. However, our investigation indicates that the matter you are complaining of occurred outside the complaint handling time limits.
As you may know we are regulated by the Financial Conduct Authority (FCA) and are bound by their rules and guidance. The complaint handling rules are known as DISP and specifically in your case, Disp 1.8.1( R ) states
“If a respondent receives a complaint which is outside the time limits for referral to the Financial Ombudsman Service (see DISP 2.8) it may reject the complaint without considering the merits….”
Our investigation determined that the event you are complaining of, i.e. when you took out your loan/s, occurred outside the time limits below and we are therefore rejecting your complaint on this basis.”
What should I do next?
Iain Purdy says
how do i find out which companies i used and when ? ive had probably 20 different companies over the years but also dont know what dates i used these companies so do know where to start to make a claim
Steve says
Does anyone know if cash choice still exist and who to contact please?
Sara (Debt Camel) says
Not in business any more – try emailing david.vickers@uklendersalliance.co.uk
craig says
Liquid advance / capital resolve say my complaint is with the lender as they are only debt collectors.
Thank you for your email.
However, are you aware you have contacted Capital Resolve Limited? We have never been a payday lender. We are a debt collection agency.
If you have received a letter from us, please provide your case reference number and a contact telephone number so that we may get back to you.
Sara (Debt Camel) says
A few people who had debts passed to Capital Resolve got them wiped out by complaining. If your Liquid Advance loans were never passed to CR this isn’t likely to work.
Last year another Craig (well he was using a different email address) said to contact DHR Capital Ltd. The email for this would be justinblloyd@gmail.com. I have no idea if this suggestion is accurate.
craig says
Thanks for that. I have settled up a long time ago so doubt i will get anywhere now.
I did get £5,600.00 from wonga following advice from here. Great help.
Freddo says
Hi, at what stage did they offer so much? After the first complaint? Or via the ombudsman?
craig says
Hi freddo,
I waited about 10 weeks from start to pay out. No ombudsman needed.
Andy says
Are Quick Quid correct in saying I cannot complain against them as my loans were over 6 years ago in 2008/9.
Sara (Debt Camel) says
No. See https://debtcamel.co.uk/ombudsman-payday-loans-6-years/.
QQ are being difficult about this so expect this case to take a long while at the ombudsman. It may take 9 months plus and you may not win in the end, but it’s not much work and this is money you were never expecting to see again, so worth a try?
Holly says
Hi,
I currently had a lot of loans from cheque centre. I’ve followed the advice above and sent them an email for account summary which they did with in 2 days. I’ve now emailed them complaining. Can I expect to receive anything?
Sara (Debt Camel) says
We have had some people get some big payouts from the Cheque Centre, but the cases usually have to go to the Ombudsman.
Holly says
Hi, thanks for the response. Well I have emailed them today the issues it caused me. How long shall I wait and what should I do next?
Lynn says
Hi
We have a debt on my credit file for Think Finance. Cannot afford to repay it. Is there anything I can do? Mis-sold etc? Please help!!
Sara (Debt Camel) says
Think Finance – did you borrow from Sunny? If so did you borrow and repay several times before the debt you ended up defaulting on?
Katie says
Hi,
Can anybody please advise if they have had any luck with minicredit/Kapama/Opos? I sent my complaint to Opos and didn’t get a response so I sent it to FOS and an adjudicator has recently come back to me and said they cannot consider whether it was provided irresponsibily, as Kapama didn’t lend to me Mini Credit did and they are no longer operating.
What can I do now?
Thanks
Sara (Debt Camel) says
Unfortunately probably nothing.
Andy says
I am about to complain to Wonga regarding 16 loans my girlfriend had over 8 months in 2012, I have already got a full statement off them and it clearly shows that they charged nearly £2000 in interest and fees over all the loans, my girlfriend was only on £100 a week benefits when all these loans were taken out and had to keep borrowing money from family and other payday loan companies to keep payments up to date. Do you think based on this information she would stand a good chance of being compensated?
Sara (Debt Camel) says
Sounds a good case to me!
Georgia says
Hello, I have emailed express finance and received this back.. I don’t understand?
Thank you for your email.
Unfortunately you have contacted the wrong company. We are not a lender and therefore we would not have advanced a loan to you.
Customer Services
Express Finance Loans Ltd
Cassandra says
Hi is there any recompense for firms like provident/morses/ etc? Thanks
Sara (Debt Camel) says
The rules are the same for all lenders. see this article https://debtcamel.co.uk/refund-doorstep-loans/ which looks at the particular issues and points you may want to make when complaining about Provi and other doorstep lenders.
Cassandra anderson says
recent contact.
This account currently has no sums due or payable. Therefore, we have no current obligation to provide a statement of account under Section 77 of the Consumer Credit Act as per Subsection (3) of Section 77 which states that the requirement under “Subsection (1) does not apply to – (a) an agreement under which no sum is, or will or may become payable by the debtor.”
Hi just had this email back from payday express! What do I do now please? Thanks
Sara (Debt Camel) says
Hi Cassandra, have a look at this article which covers this situation: https://debtcamel.co.uk/payday-lender-wont-send-loan-details/.
The main template letter is on this page https://debtcamel.co.uk/payday-loan-refunds/. Even though you have already complained, it’s worth you bookmarking that and using that as your “main” page here on Debt Camel as the article runs through a lot of the most common things that happen with payday loan refund complaints. Also that is where most people comment and ask questions. The article you have commented on here is a bit of a “backwater” which people don’t tend to look at very often, only when they are putting their complaint in at the start.
Ade says
After visiting your site I thought I would try my luck
I have had many payday loan over the past 6 years with lots of different companies
I used your template and have had 3 successes so far..Ferratum who I still owe £1200 have agreed to write off the whole debt and remove from my credit file..result
Payday express although my debt was paid off over 12 months ago have agreed to compensate over £300
Finally peachy loans..this was only a small £150 debt which I had still £40 owing..again they have cleared and removed from my file.
This is a much better result than I could have imagined and I have still many more to respond
The only company that has refused to do anything so far is lending stream but I have challenged them with this response so will wait and see what happens
What a great site this is
Many thanks
Ade
Andy says
I am currently experiencing problems with OPOS who are chasing a debt of £856.00 relating to a £100.00 loan taken out with Mini Credit some years ago. I have explained to them that I have an issue with Mini credit as I used them several times and on one occasion they took over £500 from my bank when I was late paying back a £100 loan which I was really annoyed about and had not authorised this large card payment. I have been in a debt relief order and have now completed this but unfortunately the guy at citizens advice left this debt of the order by accident. What do you suggest i do as I do not want to pay anymore than £100 back, they said Mini Credit are in administration.
Sara (Debt Camel) says
I suggest you put in an affordability to complaint to OPOS.
Have you discussed the DRO error with CAB? If you had informed them of the debt, there may be a case for them compensating you for omitting it.
Andy says
What is an affordability to complaint that you have suggested?
I did ask the CAB what had gone wrong and they apologized for missing this debt off the DRO and have said just ignore OPOS and wait till 6 years have passed so it will fall off the credit report, but I would rather just get it sorted
Sara (Debt Camel) says
I think you should go back to CAB and ask for compensation. They may be able to negotiate a full & final settlement with OPOS for the debt for a couple of hundred. It’s their fault you are landed with this debt.
“affordability to complaint” was a typo, should have read “affordability complaint” see https://debtcamel.co.uk/payday-loan-refunds/
Sofia says
I’ve been borrowing from Wonga, Sunny and Lending Stream for almost five years now and every time the amounts have got bigger. I now owe all three around £2000 but it’s completely unaffordable and there’s just no way I can do it. It’s making me feel sick.
The only thing is that I lied on the expenses because I was desperate and I wanted them to give me the money. I said that my rent was £300 when it’s actually more like £700 etc. I was also made redundant in September so I didn’t want to be declined and fall behind on rent.
Do I have a chance of getting out of this mess through complaints? I think the interest I’ve paid would be enough to pay off the loans.
Sara (Debt Camel) says
Yes there is a chance. Lying obviously makes it a bit harder, but borrowing month after month and increasing amounts should have told the lender something was wrong.
What you need to do first though, before getting on with the complaints, is get your financial position stabilised so you don’t need to borrow any more. Cancel all the lenders CPAs with your bank and tell the lender you can’t make any payments and you are taking debt advice. Also cancel and DDs for non-payday loan debts – catalogues, loans, credit cards. Contact StepChange and talk to them about a temporary debt management plan. And get some advice on your benefits situation – Job Seekers Allowance and Housing Benefit, or Universal credit depending on where you live.
Those are your top priorities. Once that is sorted so you don’t need to borrow any more, then you can start complaints.
Samantha says
Hello,
Has anyone had any luck with SUNNY? I have had a total of 25 loans, from mid 2015 till present, totalling about a grand every month.Inbetween that time i paid them all off, asking for my account to be closed (they couldnt aparently) got in trouble then borrowed all over again. I have sent all this in an email to them. Just wondering if you think i have a chance or if anyones had any luck.
Thanks
Samantha says
Can someone reply please?
Many thanks
Sara (Debt Camel) says
It’s best to ask this sort of question on the main payday loan refund page, as many more people read the comments there: https://debtcamel.co.uk/payday-loan-refunds/
Rude Buai says
Hello,
I took out several loans with Peachy over a 1 year period. 8 loans in total averaging 300 a month.
I wrote to them about the affordability complaint.
They rejected the claim and said this: Having reviewed the information available to us, we are satisfied we did do affordability checks. However, to ensure we reach an amicable agreement, as gesture of goodwill we are willing to refund £190.00 of interest paid on your loans (3,6,7 ,8) and delete any entries made on your credit file, including the defaulted notice.
Am I being short changed? Or should I accept?
Please help. :}
Sara (Debt Camel) says
Do you know how much interest you paid on loans 1 and 2? And on loans 4 and 5? Which loan did you default on – has this been fully paid?
Emma says
Between 20/06/2012-07/10/2014, I got a minimum of 24 loans from Wonga, totalling £3,255 and paid back a total of £3935.63. The amount of these varied, the maximum amount being £500. Most loans were not less that £100. At the time of making these loans, I was earning £700 per month and paying £200-£300 a month to travel to and from work.
I have made a complaint to Wonga as it was far too easy to lend this money. I was never turned down for a loan, even when I had less than £10 in my bank. I also got into arrears with these loans. At one point, I asked for help from MAS, and they contacted Wonga on my behalf to ask them to stop contacting me while we arranged a suitable payment plan for me to get on top of my debts. I was being called several times a day despite this, and was also being chased for money I had already paid, and when I provided proof of payment.
They state that I never informed them that I was in financial difficulty until my last loan 2 years after my first.
Today I was offered £190, and made a complaint with the Ombudsman (the advisor said it seems clear to him that I could not afford these loans). Do you think this will be worth it or should I just accept the offer?
Sara (Debt Camel) says
It sounds a very low offer. A loan of £500 if you only earned £700 is absurd! So you have done the right thing by going to the FOS.
And I think you should also be asking the Ombudsman if you can have some compensation for they way they treated you when you were trying to arrange a payment plan.
Emma says
Hi,
I will wait until they get back into contact with me and then ask them about this, although as they have no record of this I can’t see it being successful.
I am disappointed in the offer, and the wait time is currently 12 weeks. This will make a 20 week wait from complaint to (hopefully) result.
Thanks for your response, I will go ahead with the complaint :)
Jim says
I’ve just got £5000 back from Payday uk and paydayexpress – well pleased!
Sara (Debt Camel) says
oh well done – directly from the lender or via the Ombudsman? how long has it taken?
sam says
it says toothfairy have gone bust. has anyone been able to get intouch with them or had success in the past? I have found an email address on the FCA website, under webloans?
or do I go straight to the ombudsman for advice? I borrowed ALOT many years ago so I want to try if I can
thanks
Ruth says
Hi there,
I had some payday loans with payday uk and there is still one outstanding. It has now been sold to a debt collection agency-how doni go about challenging this now? I emailed them asking for a statement of account and hey have replied saying it’s been sold on and to contact BW Legal who own it instead-but surely they were the ones who lent the money?!
Thanks
Sara (Debt Camel) says
You need to tell Payday UK that you want to consider your complaint about all the loans that they made. If they refuse, take your case to the Financial Ombudsman straight away.
You should also inform BW Legal that you are disputing that loan with Payday UK.