Did payday loans make your finances more difficult or impossible? Those loans may have been “unaffordable” and you should not have been given them. You may be able to claim a refund of the interest you paid.
It’s easy to ask for a refund using the free template letters here. You can use these letters with any payday lender. They work if your loans were repaid on time, or late, or you still owe money.
Two special cases:
- if you are still borrowing each month, read Get help to escape from payday loans because you need to do this first. Then you can put in complaints about affordability.
- if you defaulted on a loan, complain to the lender as described here, same letters etc, even if the debt is with a debt collector. But there are some important extra bits so also read Payday loan refunds when you still owe money.
If the lender says No, or offers too little, this article explains how to go to the Financial Ombudsman. It’s easy and many people are getting large payouts!
The comments below have hundreds of readers’ stories of the payday refunds they have been given and the Ombudsman decisions.
What are “unaffordable” loans?
If you could only repay payday loans by borrowing again or from a different lender – your payday loans were probably “unaffordable”. The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
So for a payday loan to be affordable, you had to be able to repay it the next month and be able to pay your other bills and debts. If any of the following points apply, the payday lender should have realised the loans weren’t affordable and stopped lending you more:
- you often rolled loans or borrowed again soon after repaying a loan;
- your loans from a lender were increasing in size;
- some repayments were late; or
- the loan was a significant part of your income
If the Financial Ombudsman decides your loans were unaffordable (this is happening a lot – see below!) and the lender should have realised, you will get the interest refunded. That can be a lot of money!
Were you treated unfairly?
If you told the lender you had financial problems the lender should have treated you fairly. read Payday loans: what to expect from your lender if you’re struggling which was written by the payday loan regulator. That has lists of what a lender should (and should not!) have done, for example suggesting you roll a loan or borrow more money.If any of these happened to you, add them your complaint.
How much compensation can you get?
This will depend on your case. If the Ombudsman decides your loans were unaffordable, the question is when should the lender have realised this and stopped lending?
A typical decision by the Ombudsman is to say the payday lender should refund all interest after the third/fourth/fifth loan. This may be earlier if your first loans were rolled or extended a lot.
You aren’t very likely to get a “full refund of all your interest paid”, but ask for the lot and let the Ombudsman decide what is fair. You don’t have calculate anything for your complaint, just ask for:
- a refund of all interest and charges paid plus statutory interest of 8%;
- “unaffordable” loans to be deleted from your credit record.
Wonga and some other lenders have already written off some loans. You may still be able to get compensation if you had earlier loans that you repaid. Again just ask for everything and let the Ombudsman decide. Simple!
If you were treated poorly when you told the lender you were in difficulty, then add something like: “I would like to ask for a refund of interest and charges for all the loans I had. I would also like additional compensation for the way you mishandled my situation when I told you I couldn’t repay a loan.”
So how do you claim a refund? There are three steps:
Step one – get the facts (OPTIONAL)
You may be able to see your full history on the lender’s website if you can log in – if you can, take a copy of it in case it later disappears!
Or you may know your loan details from your emails, bank statements or even your credit report.
If you know these details, skip this step and go to step two.
To get details of the loans you had, email the lender’s Complaints team (see this list of email addresses) and say:
Some lenders make this step hard. See What to do if a payday lender won’t sent you a Statement of Account if your lender is trying to charge you for this or mentions legislation and says they don’t have to send it.
If you don’t get a reply within two weeks, go to Step two and put in a full complaint even though you still don’t know all the details.
Step two – ask for a payday loan refund
Email the lender saying you want to complain because you were given unaffordable loans. This can be a simple letter – just tell your story. You don’t need to mention laws or regulations or supply calculations showing why a loan was unaffordable.
Here is a sample letter for you to change – it needs to tell your story because everyone’s case is different!
I have been borrowing more often and the amounts tended to go up. Your loans trapped me into a debt spiral, with the repayment taking so much of my wages that I had to borrow again to cover my next month expenses.
For this period my income averaged about £x a month.
[If you have a family, add some details eg We have two small children, both in nappies for much of this period. We had child benefit and credits which averaged about £x a month.]
My living expenses were roughly: rent/mortgage £x. Council tax £x. Utilities and bills £x. Transport costs £x. Clothes £x. Food, toiletries, nappies £x. Child expenses £x Other debt repayments £x. Total £x per month. This shows that there was no way I could afford these loans. When I repaid them, I had to borrow again to get through the next month.
You should have realised from the number of times I rolled loans or borrowed again that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details about how often you borrowed or rolled loans if you know them, how the amount went up etc]
[Include/change this if your credit record would have shown big problems: My credit reports would have shown my other debt repayments and problems including late payments/defaults / CCJs / debt management.]
You should never have given me these unaffordable loans. I would like to ask you to refund the interest and extra charges I paid. The Financial Ombudsman suggests that statutory interest is added to this sort of refund.
[Include this if some of your loans are over 6 years old: I only found out I could make this sort of irresponsible lending complaint in [June 2017 or whenever]. I understand the Financial Ombudsman will consider all my loans, including those that are more than 6 years old.]
Add any other points that help tell your story such as:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food and petrol.”
- “After I had rolled the loan twice I was so worried about the interest that I repaid it even though this meant not paying my council tax.”
Don’t worry that the lender will say you should have cut back on your living costs – just put down your normal expenses. You don’t need to include evidence, see How much detail should I put in a payday loan complaint?
Some common changes/additions are:
- If you owe money to the lender, ask for any collection activity to stop whilst your complaint is being investigated.
- If you have a balance that was sold to a debt collector you still complain to the original lender – they were the one that made the mistake of lending to you – but also tell the debt collector that you are disputing the debt.
- If you only had one or two payday loans from this lender remove the bits about borrowing more often from the sample letter. The more loans you had from the same lender the easier it is to make your case because the lender should have spotted the repeat borrowing. But even one loan could have been unaffordable, especially if it was rolled several times.
If one of the debts was sold to a debt collector, you still complain to the original lender, not the debt collector, but tell the debt collector you are disputing the debt with the lender – this should prevent any court action whilst your complaint is being considered.
Step three – go to the Financial Ombudsman
If the lender rejects your complaint or offers you a small amount, don’t be depressed – you may still have a good case, they are just hoping you will go away quietly!
From April-June 2017, more than a thousand new cases were sent every month to the Financial Ombudsman. And at the moment 68% of these cases are being upheld – that is a higher success rate than any other type of complaint!
So think about sending your complaint to the Financial Ombudsman if any of the following happen:
- the creditor doesn’t offer you any compensation;
- they don’t reply within eight weeks;
- compensation offered is too low; or
- they refuse to consider all of your loans complaint because some are over 6 years old or have been sold to a debt collector.
Should you give up or go to the Ombudsman?
If the lender has said any of the following, ignore it! They are just trying to put you off, you can still win your case with the Ombudsman.
- they relied on what you said on loan applications and you didn’t give the full facts – see lender says I lied for more about this;
- you repaid some loans early (so what? this doesn’t prove they were affordable, just that you were trying to save interest);
- your borrowing didn’t go up every time (irrelevant – what matters is that you kept borrowing);
- you had a good enough credit score or they didn’t legally have to check your credit record.
If you know how much you paid in interest, this helps you decide if an offer is reasonable or not. Some lenders offer a few hundred pounds to cases which eventually get ten times as much or more from the Ombudsman. People have had large payouts after a complete rejection.
It’s important you get this right:
- don’t worry that you will “lose” a small offer from a lender – this doesn’t happen;
- an offer to write off your current balance may be good or it may be very poor as you should get a refund as well, see Refunds when you have a balance owing for details;
- if you are offered a refund on a few loans, don’t accept if you think you paid a lot more than that it interest.
- accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t automatically take a poor case to the Ombudsman. It’s probably pointless if you only had one loan from a lender, not rolled, which you repaid on time.
But it is the Ombudsman’s job to make these decisions, so if you aren’t sure, ask them to look at it, it doesn’t cost you anything, just a bit of time. It’s not like going to court – one reader said, “They couldn’t be any nicer.”
How the FO works
The Financial Ombudsman has a two stage process. The first level is a FO member of staff called an Adjudicator. The Adjudicator will come to a decision, but unless both sides accept it, the case goes to the second stage where it is considered by an Ombudsman. Most complaints are settled at Adjudicator level – there are 10 times as many Adjudicators as Ombudsmen.
How to send your complaint to the FO
Putting in a complaint to the Financial Ombudsman is easy. You put in a separate complaint about each lender. Their website explains the different ways you can Complain to the Ombudsman. Caroline Wayman, the Chief Ombudsman, says:
It’s really OK to phone up and say, ‘I don’t think it was fair.” It’s not court; you don’t have to turn up with your ‘heads of claim’, you don’t have to write a fancy letter. Tell us your story and we will do the rest.
I like the “do it online” option rather than phoning up. Online you are taken through your complaint step by step and you can attach other information, such as the reply you have had from the lender. You could add some more details, for example, if you disagree with what the lender replied to you.
If some loans are more than six years old, add a bit explaining why you are complaining now, not years ago. Most people knew they were in financial trouble when they were borrowing but had no idea that the lender should have checked for affordability or that they could make an irresponsible lending complaint. So just explain this and say how and when you found out that an affordability complaint was possible (a friend sent me a link about this, I saw it mentioned on Facebook, whatever.)
If you don’t have a list of your loans, the Ombudsman can get it from the lender. The Ombudsman may ask to see some bank statements and your current credit report. You can still get bank statements even if your account is closed.
A few problem cases
- Don’t try to get a refund if you are bankrupt now or have been bankrupt in the past – any refund will go to the Official Receiver, not you.
- Don’t bother if you are in an IVA as refunds will go to your IVA firm not to you.
- Don’t apply if you are in a DRO, getting a refund may mean your DRO is cancelled!
- You can’t go to the Ombudsman with non-UK authorised lenders – the main ones were Swift Sterling and Pounds Till Payday, see that article for your options.
What about other sorts of borrowing?
The affordability rules are the same for all lenders. But it is easier to win a complaint where you borrowed a lot from the same lender – single loans can be very hard. You need to be able to show that you couldn’t afford the repayments and the lender should have known.
- For doorstep lenders such as Provident, there are some big refunds being paid. See Getting a refund from a doorstep lender for these complaints.
- If your credit limit kept being increased on credit cards or catalogues, you can make an affordability complaint but these are a bit different, see Can I get an interest refund from a catalogue or credit card?
Need some help?
If you need help to complain, go to your local Citizens Advice, they will help for free. Don’t use a claims management company. They are expensive, may be incompetent and you can make a better claim on your own than they can. A good claim involves telling your own story, not sending a standard letter!
Check out the Comments below – you could ask a question there. The comments are split into pages – use the “older comments” and “newer comments” buttons at the bottom to read them all.
How to ask Wonga for a refund of interest
Getting a refund from Quick Quid
Refunds from Payday UK/Express/Money Shop
Mrs W says
I have had complaints upheld in my favour with the Adjudicator from Payday UK, Mr Lender, Satsuma, Wonga, Sunny and Uncle Buck. Has anyone actually heard back within the adjudicators deadline or have all lenders missed the first deadlines?
Roch says
Wonga had until today to respond and that’s an extra week my adjudicator gave them to agree with them and refund all interest and charges, so this will be sent to the ombudsman now which I didn’t want as really needed the money now.
It’s not even that much just over 1k I don’t know why they couldn’t jut settle my complaint as I’ve seen others get a lot more at adjudicator stage. I’m not happy with them, the same will happen with Quick Quid also waiting for them to agree with adjudicator.
Ads says
Same boat as you on Wonga.
They had until yesterday on the original deadline. Adjudicator told me they would allow 1 extra week.
Reading your post now makes me realise I’m not going to get an answer by next Thursday either.
Quick enough to give you a loan and pay it to you but take their sweet time responding back to your complaint. I bet if i owed them a payment they would be active.
Roch says
Ahhh sorry to hear that Ads, yes they would hunt us down if we owed them money lol it’s just so frustrating.
Mrs W says
Hi Ads and Roch
My refund should be over £5000 so I assume I will be in the same situation as you both. How frustrating.
Please keep me posted. I read somewhere that sometimes Wonga still come back whilst in the Ombudsman queue.
Roch says
Fingers crossed they do Mrs W :)
Paul Smith says
Roch, the same happened with me with Wonga. So I sent them a polite email asking them saying that I know they must be busy, bu5 would they kindly at least state that they didn’t agree with the adjudicator rather than ignore her.
Then I sent another saying how disappointed I was that they couldn’t even reply to me and that such a well established company were using mere delay tactics.
Low and behold two days after this mail I had a reply from a collections manager upholding my complaint and promising funds within 3 working days.
It can’t hurt to try!
Roch says
Aww thanks Paul, I will try this now and let you know what happens. Thanks Hun x
Acee says
247 have rejected my complaint but offered to remove all reporting to credit reference agencies. Already sent it to Ombudsman anyway as they lent several times whilst on a DMP. It’s like getting blood out of a stone. If the Ombudsman agree with 247 (surely they can’t possibly) can I then go back to 247 and ask them to remove all reporting to credit reference agencies or will their ‘goodwill’ offer be removed as I’ve complained to the FOS?
Tom says
I don’t think I recall seeing a post where someone received a worse deal by going to the FOS. The fact they’re prepared to remove it from credit reference agencies proves they believe they’ve done something incorrectly.
Acee says
Thanks Tom hopefully I wont be the first then.
Tom says
Accepted my Wonga refund on 08/09/2017. They said they would process this WITHIN 14 days, but it looks like it’s going to be the full 14 days.
Anyone else had a similar situation?
Quick to take cash out of your account to repay the loans – slow to put the cash back in!
Lm says
Same date as me Tom.. I rang them today and they said any time up until Friday coming.. Wouldn’t give me a specific date.
Stu says
Hi all, I have had a rejection from Satsuma within 5 days of making a complaint.
The loan was for 400 over 4 months.
They said that the information about my outgoings and the credit checks they performed were enough to suggest that I could afford the repayments.
They then give me information about previous PDL’s saying Id only had 2 in the last 26 months.
I have actually had more like 20 and many top ups with Wonga. They said at the time of application I owed nothing in PDL’s but I had £704 owed to Wonga at the time. I have passed on proof of this, so I will wait for a response before going to FO.
Good luck everyone
Acee says
Did you just have 1 loan with Satsuma? Looking at comments from Sara it’s hard to win a 1 loan complaint.
Stu says
Yeah just one. Just not sure how they get there figures from
Michelle says
Interesting you’ve said that re. Credit check. I had 2 loans with Satsuma (increasing amounts) and defaulted on the 2nd. I was just aiming to get the default removed as I feel I shouldn’t have been given the loan anyway as I had defaulted with many other lenders previously and I had over 20 consecutive pay day loans with another lender prior to this one showing that I was struggling to make ends meet without repeated borrowing. They refused to uphold and remove the default and similarly quoted credit report saying there wasn’t any evidence of pay day loans within 63 months of them giving me their loan. My credit file (noddle) clearly shows the defaults and 20+ loans with myjar with the last one being 4 days before the one with Satsuma! I’ve sent it to the FOS with a copy of my report…. it’s a bit hopeful but I think it shows repeated borrowing and that their credit check clearly wasn’t done correctly! I’m not bothered by the interest I just really want the default gone! Think I have a case?
Sara (Debt Camel) says
“My credit file (noddle) clearly shows the defaults and 20+ loans with myjar with the last one being 4 days before the one with Satsuma!”
Just so you know, credit records often take time to be updated so someone checking today may not see a loan or a default that has been added in the last few days.
Obviously they should have seen the previous loans!
Michelle says
Ahh ok. But the others would all have been on there? I only took the loan with satsuma because I’d been repeat borrowing monthly for 2 years from myjar and then suddenly myjar wouldn’t lend again (No issues I think that they were perhaps forced to review lending). I just don’t know how if satsuma did this check, that they missed this long 2 year period of borrowing and it sounds like they did with Stu too? Do you think there’s a chance the FOS will find in my favour and remove the default? (In your experience).
I’ve applied for interest back from my jar as there was clear repeat borrowing but I’m awaiting a response (6 weeks ish) which would be nice if successful but I’m more bothered about the satsuma default. I know ultimately that it was my own fault but I was pretty much trapped in a cycle of pdl borrowing and I’m stuck with a default for another 3 years!
Stu says
Hi Michelle
They said to me that I’d only had 2 PDL’s in the last 6 years! Crazy..
I have a complaint in with Wonga for £1200 and with PDUK for £250.
All from last 6 years. Around 35 loans in total☹️.
The Hitman says
Lending stream
Hi all, I received a call today from my adjudicator asking about the ridiculous amount of gambling transactions on my bank statements, to which I was honest explaining I had a serious gambling problem. He’s coming back to me early next week with his findings. Question is has anyone had settlements at adjudicator level with Lending stream?
Thank you
Acee says
Good luck the hitman. I’ve just sent mine to FOS today Lending Stream did offer me £400 off my outstanding loan but I rejected it. How long did it take for the adjudicator to contact you? I made 3 complaints a few weeks ago but only heard back about 1 asking for more info. I’ve also got lots of gambling on my statements on one day I took 4 payday loans out with different lenders totalling £1000 and stuck it all in betting account thankfully I have overcome that now.
The Hitman says
Thanks buddy, yeh I was very similar.
From submitting my FO letter just over a week to a acknowledge my complaint, then just over a month to get hopefully positive news. Lending streams response was full of lies, so hopefully the adjudicator can look through them!.
I still have £1995 outstanding with MMF which I haven’t paid in over 2years and sitting on my credit file. So if I can get that removed and paid off, it’s a result!!
Good luck!!
Acee says
Same for me with Lending Stream they just make sums up. I submitted 3 complaints a few weeks but only 1 acknowledged by adjudicator and no responses to any of my emails put my final 6 complaints in yesterday so hoping to hear something soon.
Stephen massie says
Both lending stream and wonga rejected my claim, stating the affordability checks was fine even though I lied and said I earn £6,000 a week just to obtain credit, and that my credit rating with Expedian was above 599 (when in fact it was at about 200-220)not sure how they got a decision based on my information, I have taken out 42 payday loans with wonga in 11 months, and 37 payday loans out with lending stream in 8 months, totalling about £27000 and paying an extra £2900 in interest. I spoke with the adjudicator on the phone and have sent the final offers from both company’s over now. Does anyone know the process of roughly how long it takes before the adjudicator starts speaking with myself and the company to try and offer a resolution? As I’ve emailed them asking for a confirmation email stating they have received both complaints and are looking into them – I’ve not received a reply yet about this, any help would be awesome.
Sara (Debt Camel) says
You have emailed them asking for confirmation they have received the FOS complaint? Don’t bother with this, the FOS will get in touch with them and ask for their case file. From here on you talk to the FOS, not the lender. Talking to the lender won’t speed things up and just gives them more emails / phone calls to field.
If you have just put in your complaints to the FOS then you haven’t yet had an adjudicator pick up your case, you have just spoken to the front line team who get the complaints into the system. First the lender is asked to supply the case file. If you haven’t yet been asked for bank statements and your credit record, you will be asked for those. Then it waits for an adjudicator to pick it up. Usually somewhere in the 6-8 week region but it’s variable.
John says
Does anyone know how long these companies have to pay the refund? I emailed 4 and 2 have now offered me a total of £5000! I sent my bank details but won’t believe it till I have received the cash.
Sara (Debt Camel) says
See https://debtcamel.co.uk/payday-loan-refund-payout/ as it varies a lot between lenders
sally says
How do you work out how much you are owed.
Tom says
If you request a Statement of Account from the lenders, you should be able to work out how much interest and charges you paid. If you have access to your bank account statements from the time of lending you can work out how much you paid out and cross-reference it with the SoA.
sally says
Sorry to sound really thick. I have got a list of all my loans from Wonga so do you just add up the fees and interest paid and this should be how much your refunded.
Tom says
That’s right. however Wonga may not think any of the loans were unaffordable or claim any irresponsible lending, especially not ALL of them.
For example, if you borrowed £50 one month, then £60 two months later, then £100 after that – they may well have been affordable for you, but consistent lending, particularly where loans increase and you’re borrowing soon after repayment, could be deems as unaffordable.
Wonga tend to pick loans at random that they’ll refund and it’s nowhere near what people expect. Hope this helps.
sally says
Thank you Tom, I have had over 50 loans with Wonga since 2012, I had a response saying they only think 2 loans were unaffordable and offered a refund of £500. I have just added all the interest and fees up and it’s in the region of £2000 think I might go to the ombudsmen on this after all.
Tom says
You’re welcome. They’re really strange with their responses. I had 22 loans with them and they refunded more loans than I thought they would – I’m nearly at their payout date which means I’ll be getting a refund of £4000.
Sara (Debt Camel) says
” Wonga tend to pick loans at random that they’ll refund and it’s nowhere near what people expect” and it’s nowhere near what the Ombudsman expects… which is why they are agreeing with the customer in a massive 77% of cases.
Paul says
Received final offer from Wage Day Advance, this morning via post. Offered me £943 which I am very happy with as it’s only about £160 short of what I calculated. They state in their letter, that if I reply immediately with my bank details, they will use Faster Payment bank transfer.
So far, from complaints against 12 companties, 4 have settled with me directly (Peachy, Mr Lender, MyJar – but I’m awaiting a counter offer I put to them & WageDayAdvance), QuikQuid has gone to the FOS and yet to hear from other 7 but the 8 week deadline is up on Monday so hope to hear today.
Josh says
How long does it take to get a decision once an adjudicated has picked up your case?
Sara (Debt Camel) says
It depends how complex the case is and whether the lender has been helpful with information. At one end of the spectrum is a 4 loan case over 4 months where it’s clear what the loans are. At the other end is 4 years of cheque based lending wher the customer has a joint bank account – that is likely to be a LOT of work for the adjudicator to look through.
Bev says
Anyone had dealings with payday UK? When did you get your final response?
Thanks
Sara (Debt Camel) says
See https://debtcamel.co.uk/payday-loan-refund-payout/
Bev says
Thanks. At just over 6 weeks.
tony says
well sent all my documents from provident to FOS and received reply we will look into the case
interesting note on letter from Provident stating
we have looked at all the documents and we refuse it as we cannot get hold of the agent
and because it is over 6 years and that if the FOS agrees with them then they will not allow FOS to continue
what happens if FOS don’t agree with them
Sara (Debt Camel) says
Were all your loans over 6 years old?
Mark says
Evening all,
I had a response from Wonga offering a refund on one random loan from 2012 offering me £265, I’ve had 81 loans with them since 2011 to present, I worked the interest out from my SOA to be nearer £4000.
I also had a response from QQ stating they are refusing my complaint completely, I had about 40 loans with them since 2011 to present with interest and fee’s totalling £3000.
I had a terrible credit score, defaults and was in a DMP at the time of borrowing so I feel I’ve got a good case.
I’ve now sent these over to the FOS but should I inform Wonga and QQ I have done this or should I just leave it at that?
Regards
Mark
Tom says
You have a really strong case because of the amount of borrowing you did. Unless you’ve got an outstanding balance I wouldn’t bother telling them, if you do then just ask them to put collection activity on hold until the outcome of the investigation.
Mark says
Hi Tom,
I do have outstanding balances with both albeit relatively small amounts, I have set up repayment plans for both just to keep them happy, i did cancel the CPA on both and then waited to see what they would do, Wonga to be fair were really nice about it and basically just asked me what I could afford to pay each month, QQ refused to stop adding interest and charges unless I set up a repayment plan, it started to add up so I gave in but made sure it was affordable, I figured that if I win my cases I’d sort of get it back anyway.
Thanks
Mark
Tom says
That’s right, the more you pay in now, the more you’ll get back at the end if the FOS finds in your favour. Sara said earlier the FOS were upholding 77% of claims against Wonga.
Mark says
Yep, I know I’m in for a bit of a wait but im feeling hopeful, thanks Tom for your input, much appreciated.
Regards
Mark
Tom says
I hope you get the money back that you deserve mate.
All the best.
Andy says
I have been waiting two weeks for the Money Shop to provide me with details of my old cheque loans. I took matters into my own hands yesterday and now have all the information I need. I will be sending off the additional details to compliment my complaint tomorrow. I paid over £2,500 in interest on my cheque loans and over £1,500 in interest on my on-line loans with them. I had 17 cheque loans over a 2 1/2 year period and rolled some of them over for up to 19 months. I had ten loans on-line over a 16 month period and took new loans out within days of each previous loan being paid off in full. I am hoping I have a strong case although I did have a reasonable income and my bank statements show I had a serious gambling problem. I have seen quite a few outcomes where the Adjudicators do not hold gambling issues against the complainant any many of their complaints are upheld. I guess I am now in for an 8 week wait for the Money Shop to respond and then in all probability I will then have to send to the FOS. Fingers crossed.
Acee says
Am I right I’m thinking the 8 weeks start from when you first contact the payday loan company asking for a statement of account and that you’re making a complaint about irresponsible lending? Sunny have emailed me today telling me they have until 5th October to give a final response but I sent the first email in July. I’ve already sent it to the Ombudsman.
Bev says
Twas thinking. Payday UK are being awful and refused point blank to send statement of loans. I have tried all responses as posted on this site but they still refuse. My thought a are that I will nwver be able to accept any offer they may or may not make me as without a statement of loans and interest I don’t know what it should be. Based on this I was wondering if I had grounds to send it to the ombudsmen now as without the loan details that’s where I will send it anyway as I can’t consider an offer without that. What do you think?