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 of their email addresses.
If you haven’t already seen it, read and bookmark Can I get a payday loan refund?
That page has the template letters for complaints and it also looks at the most common things that happen, such as whether you should accept an offer or take the case to the Financial Ombudsman.
Payday lenders
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 in administration, see below
CFO (Capital Finance One) customer.relations@
Clear Account a brand name of SafetyNet Credit, see below.
Credio info@credio.co.uk
Credit Star complaints@creditstar.co.uk
Dot Dot Loans no email for complaint, you have to write to them or use their contact form
Drafty (sister company to Lending Stream) complaints@drafty.co.uk
Different Money in administration, see below.
Early Payday Loans (EPDL) now part of ECash Window
ECash Window customercare@ecashwindow.com
Everyday Loans complaints@everyday-loans.co.uk
Express Finance and Express Finance (Bromley) see Payday Express
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 use the Sunny email
H&T (Harvey and Thompsons) complaints@handt.co.uk
Herbert Brown complaints@albemarlebond.com
Instamoni complaint@instamoni.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 was their old email address, now they have a new one payments@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 If your loan was sold to Kapama/Opos, complain to them: complaints@oposlimited.com . If it wasn’t then Minicredit is in administration (see below).
Miss Payday Customercare@Miss-Payday.co.uk
Money Boat complaints@moneyboat.co.uk
Money Hive info@themoneyhive.co.uk
Money In Advance, no longer trading, try daryl.thorpe@moneyinadvance.co.uk and talk to the Financial Ombudsman if that doesn’t 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 use the Sunny email
Payday Advance a brand name of CFO, see above.
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. These have stopped making new loans but the company is NOT broke and they are still looking at complaints and paying out.
Peachy complaints@peachy.co.uk
Piggybank complaints@piggy-bank.co.uk
Provident – see Get a refund for 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
Quick Loan Shop info@thequickloanshopltd.co.uk
Quid.co.uk use the Sunny email address
Quidie complaints@quidie.com
QuidMarket customercare@quidmarketloans.com
Response Funding info@responsefunding.co.uk
Safeloans no longer trading but complain to customercomplaints@sllcapital.co.uk
Safetynet Credit 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 They have now closed, but they are not (so far as I know) in administration If this email doesn’t work, try Wageday Advance’s email (they are a sister company) and if they reject your complaint, talk to the Financial Ombudsman.
Square Today customerservice@chequecentre.co.uk
Stagemount see Quidmarket
Street UK see Track Loans
Sunny help@sunny.co.uk (if you are complaining about another brand, make it clear which one)
Swift Money Complaints@SwiftMoney.com
Swift Sterling Malta based – see Swift Sterling & Pounds Till Payday article for more details and any comments/quesries
Think Finance – use the email for Sunny
THL payday@thl-uk.com
Tick Tock customerservice@ticktockloans.com
TM Advances info@tmadvances.co.uk
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 Vivus have withdrawn from the market. They are not yet in administration.
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 use the Sunny email
100Pounds support@skyquid.co.uk
247 Moneybox customer.services@247moneybox.com
Payday lenders in administration or already liquidated
The following firms are currently in administration – these means they have stopped trading and are in the process of gone bust!
- Cash Genie; Cheque Centre; CFO; Different Money; Microlend; Toothfairy; Vivus
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.
The following firms seem to have disappeared, or have been dissolved, they no longer exist or have any assets, and I don’t think the Ombudsman is taking complaints:
- 1st Stop; 321 Cash; Bonga Loans; Cash Choice; Easy Finance Club; Forces loans (V Gates); Handycash; Lifeboat loans; Open Door Loans; Perfect Payday; Pick A Payday; Pixie; Prime Payday; Purple Payday; Speed-e-loans;
There are literally dozens of payday lenders that have gone without trace. The above are just some of the ones people have asked about.
I can’t be sure the info I have is accurate so the safe thing is for you to talk to the ombudsman about these firms.
Bad credit lenders giving larger loans
(these typically have APRs of under 100% – but because the loans are larger and for longer the interest can be huge. The same affordability rules apply to them as payday lenders)
Avant Credit emailcomplaints@avantcredit.co.uk
Bamboo Loans complaints@bambooloans.com
Everday Loans complaints@everyday-loans.co.uk
Likely Loans loans@likelyloans.com and put COMPLAINT in the title
Moolr admin@moolr.co.uk and put COMPLAINT in the title
On Stride high-cost large loan brand of QuickQuid support@onstride.co.uk
118 118 Money complaints@118118money.com
Doorstep lenders
For contact details for doorstep lenders such as Provident and Morses, see Get a refund for unaffordable doorstep lending.
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!
THE COMMENTS BELOW THIS ARTICLE ARE FOR DISCUSSING HOW TO CONTACT A LENDER
FOR GENERAL QUERIES USE THE COMMENTS ON THE MAIN PAYDAY LOAN REFUND PAGE – THANKS!
Could you get a payday loan refund?
Q and As about payday loan refunds
Payday loans? 3 reasons not to use a claims firm
Lee Sharratt says
Had a reply from pounds to pocket , saying they are part of quick quid , is this correct ? I have been paid out, and they said the case has been settled?
Joanna says
My understanding is that they are owned by the same company but separate loans. I have complained to the FO separately.
Julie Freeman says
How do I contact speed credit ?. Are they digital financial services ltd? . Does anyone know?
Mark says
Has amyone had any success with complaints to Safeloans ltd..
Joanna says
I have put mine through Resolver. They haven’t responded at all.
Just a waiting game.
Nothing ventured nothing gained!
phill probyn says
i had several loans with 1st stop and contacted them via the details on here. Had a response that 1ststop.co.uk (as listed on here) where not affiliated with 1st stop payday loans and the company i need to chase is clear recoveries. after a little digging i have found they have been dissolved. is there anything further i can do or is that it?
Sara (Debt Camel) says
You could talk to the Financial Ombudsman.
C says
I sent my 1st stop complaint to the FOS and got a response back quickly saying (paraphrasing) they have been dissolved and there is no way of getting the complaint heard.
Unfortunately we’re several months too late.
All the best 👍
Sara (Debt Camel) says
shame :( I have updated the list above.
Laura Scarbrow says
Hi
Can anyone help in regards to the payday loan company Cash Genie. I apparently owe them £131 and it has been passed to MMF to collect who keep adding defaults monthly to my credit file for none payment. Any advice would be great.
I have some payday complaints with the FOS at present and have already had a refund from Wonga, quid.uk and debts settled by My Jar.
Many thanks
Laura
Mike says
This is the email received back for Vivas loans
V7 Limited trading as Vivus.co.uk assigned (sold) all of its loan accounts with outstanding balances:
– on 9th May 2017 to Merligen Investments Limited, Rosemount House, Rosemount Avenue, West Byfleet, Surrey KT14 6LB, UNITED KINGDOM. Tel: 0203 126 4544
or
– on 30th June 2017 to Motormile Finance UK Limited, Protection House, 83 Bradford Road, Leeds, LS28 6AT. Tel: 0113 887 6876, customerservice@mmile.com. – Note Motormile will be in touch with more information shortly
You will have received a notification from Vivus confirming to which of the two businesses above your outstanding loan account balance has been assigned. Please note that V7 Ltd trading as Vivus.co.uk, from the dates above no longer hold account details for your outstanding loan, and therefore cannot deal with any queries in relation to these loans. Please contact Merligen or Motormile as appropriate
Problem is I owe Motormile from a previous debt. Any advice please?
Sara (Debt Camel) says
I suggest you talk to the Ombudsman about this.
Laura says
I got a loan with Avant Credit which I’m still paying, I was on a debt management plan when I got this loan and was also suffering anxiety and depression. Could I still put in a complaint? I’m having to spend on credit cards to cover my monthly costs too.
Sara (Debt Camel) says
Yes you can. Have a look at your credit record now and work out what Avant should have seen when they looked when you applied for the loan – there would presumably have been defaults and arrangement to pay markers. In this situation they shouldn’t have given you a new loan for new purchases. And if you said you wanted to consolidate date, they should have enquired more, as consolidating debt when you are in a DMP and interest is frozen doesn’t make any sense.
people have won cases against Avant.
Laura says
Hi, I contacted Avant and they said because of what my expenses said on my application form the loan they gave was affordable despite me borrowing on credit card which were nearly maxed out and on a debt management plan they deemed the loan affordable. I have looked at their application form now and it states include all debt for your monthly outgoings. I have a copy of my application and it doesn’t state this on the monthly outgoings section so I didn’t include it.
I have made all payments on time only because I didn’t want a missed payment on my credit file because I’m looking to get on the property ladder and I was still borrowing on my credit cards.
Should I still pursue through the ombudsman. I have finished my DMP now but I don’t think I should have been given the loan in the first place.
Many Thanks
Sara (Debt Camel) says
Definitely send it to the Ombudsman. Tell Avant you are doing this. The fact that you have a copy of your application form and it didn’t say to include other debts is a very good point – they have clearly changed the form as they realise the old one wasn’t accurate. Aavant should also have checked your record, and if that showed debts that you hadn’t put on your form, then Avant should have stopped and looked into your situation in more detail.
I am going to move your comment to here https://debtcamel.co.uk/payday-loan-refunds/ in a few days as that is a better place for general questions.
JOwens34 says
Hi Sara,
How long to they have to reply? I sent one to lending stream on April 25th and am yet to hear. Thanks
Sara (Debt Camel) says
8 weeks. Sorry for late reply, it’s better to ask general questions on this page where more people will see them: https://debtcamel.co.uk/payday-loan-refunds/
Jane says
I got caught up with payday loans about 4 years ago. I no longer have details of the loans, interest, charges or what I owe. Can I do a ‘SAR’ letter to the companies concerned and if so do I use the email,addresses you’ve listed about for this or should I do a letter to post? Thank you
Sara (Debt Camel) says
Email is best as it’s instant, free and you have a record. See https://debtcamel.co.uk/payday-loan-refunds/ which has template letters and future questiona are best asked over there.
Dee says
Has anyone complained to the administrators for tooth fairy? I know they went bust however is it worth a punt?
Kirsty McGrath says
Hey,
hopefully someone might be able to help answer a few questions:
a) the 8 week date – is this from the initial email requesting the SAR or from their acknowledgement or response?
b) with FOS what is the current timescale?
c) has anyone had much luck with loans over 6 years old or loans which include just under 6 years and over?
thanks!
Sara (Debt Camel) says
a) from the initial email – that isn’t just requesting a SAR it says you are making an affordability complaint and that starts the complaint clock ticking.
b) it depends how fast the lender passes over the case file. Also some lenders will make a reasonable offer to settle after a debt has been with the Ombudsman for a couple of months. But 10-14 weeks until its picked up by an adjudicator is a guide.
c) again it depends on the lender eg PDUK and PDExpress are routinely paying out on over 6 year claims.
Kirsty McGrath says
thanks for the answers Sara.
So with the 8 weeks for example PDUK are telling me that getting the SAR info can take up to 8 weeks so if they send me this information at 8 weeks and I then put the complaint in they then have another 8 weeks to respond?
Sara (Debt Camel) says
If you sent the Step One letter as in here https://debtcamel.co.uk/payday-loan-refunds/ then that starts the affordability complaint. PDUK have to reply to that within 8 weeks or you can send it to th Ombudsman.
Meanwhile the SAR is carrying on in the background. They really should send you the SRA in a monht, but if it takes longer it doesn’t matter, you will get it all in the end.
Sara (Debt Camel) says
PS questions are best asked on the main payday refend page here https://debtcamel.co.uk/payday-loan-refunds/. Not many people read this one .
mark says
I had only four loans with Vivus .Initially starting with a £100 loan then three consecutive loans upon repaying of £300..Is this a case worthwhile with about £210 interest on the three larger loans.
Sara (Debt Camel) says
Well it isn’t a lot of interest, but it may have caused you a lot of stress at the time. All it will cost you is a bit of time to send the emails.
Jennifer says
Hi Sara,
How do you suggest I go about making an irresponsible lending complaint to both Avant credit and onstride finance. Avant have already started the court process.
Thanks,
Sara (Debt Camel) says
You can use the standard payday loan template letters in https://debtcamel.co.uk/payday-loan-refunds/. Skip step 1 and go straight to step 2. Change the templates to make it clear you had 1 loan, or 2 loans, or 1 loan that was topped up – whatever actually happened to you.
Are Avant suing you or has it been sold to a dbt collector? Have you actually had a Claim Form from the court or just a letter from their solicitors?
jennifer says
Thank you. I will proceed to step 2.
Yes avant have now gone to the court. (Scottish procedure) and I have a simple resolution form.
Sara (Debt Camel) says
ok, it is ESSENTIAL that you also follow the court procedure to defend this case at the same time as putting in the complaint. You may be able to ak for the case to be suspended (the term in an english court would be “stayed”) until your complaint is sorted. I can’t help on that – try calling National Debtline as they have Scottish debt experts.
Alan McIntosh says
H Jennifer
You can make an Application for the Action to be Paused by the Court when a Simple Procedure action is used. The form is here
https://www.scotcourts.gov.uk/docs/default-source/rules-and-practice/forms/sheriff-court-forms/simple-procedure-forms/form_9a.pdf?sfvrsn=4
You should also state you want to defend the action, otherwise they will just get decree (a Scottish Court Order). You will need to state why want to defend the action. I would suggest you seek advice from your local Citizen Advice Bureau, local authority money advice service or local law centre if you have to defend it as you may have to rely on what is called the unfair relationship test under the Consumer Credit Act 1974 and this can be complicated. You can find details of your local agency here https://www.scotlandsfinancialhealthservice.gov.uk
Sara (Debt Camel) says
Thanks for adding that – Alan is a Scottish debt advisor.
jennifer says
I wrote on the court response what my intentions were and emailed avant.
Surprised to get this response today-
Thanks for your email.
Following you email stating your intention to register a complaint with the original creditor/ financial ombudsman , please be advised that the legal action towards your claim will be paused for the complaint to be dealt.
We will pass the account to our complaints department who should be able to take it further adhering our complaints procedure and process.
We will be pausing the claim as soon as possible , copy of which will be sent to you in due course.
Once we receive the grant to pause from the Sheriff we will email you the details.
However please keep us updated with the status of the complaint and reference number for FOS or Lending stream. Since this is not a complaint with us and is handled by yourself , it is completely your responsibility to keep us updated.
——-
Seems too easy? But at least it buys me some time so I can deal with it.