Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or if you still owe money.
This article covers everything you need to get started. It’s simple, easy, free and many people are winning large payouts.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable because you managed to repay it? No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was 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.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to be used to solve a short term problem. If you kept rolling a loan or repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignored even very obvious signs of problems such as your loans increasing in size or borrowing very soon after repayment.
How much compensation can you get?
You don’t have to calculate what a fair refund is or which loans were unaffordable.
Just ask for a full refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints. A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
This is because payday loans are meant for short term problems and the lender should not have carried on giving you loans. This may be earlier – from the first or second loan sometimes – if your first loans were rolled or topped-up or were very large.
Which lenders can you get refunds from?
Use the letters on this page to make an affordability complaint to most UK payday lenders, see the email list for payday lenders. The larger lenders include:
Sunny, Lending Stream, MyJar, Satsuma, Mr Lender, Ferratum, Uncle Buck, Peachy, CashASAP, Moneyboat, Smart Pig.
Also use these letters for the very high-cost sorts of “flexible credit”, including:
SafetyNet Credit, Drafty, Polar Credit.
But the process described here – complain to the lender and then send to the Financial Ombudsman if the lender says No or gives you a poor offer – won’t work if the lender has gone bust:
- 247 Moneybox, Piggybank, Swift Sterling are in administration. Send a complaint to the administrators, see the lenders’ websites. You may not get much back but this is very easy to do, just send a short email saying you were given unaffordable loans;
- QuickQuid – read What will happen in QuickQuid’s administration for how you can put in a complaint.
- the Money Shop, Payday UK, Payday Express – all part of the same group – read Money Shop – Latest news for how to put in a complaint about them.
- Wonga, Wageday Advance and lenders who gave up years ago – it is now too late to make a complaint about these lenders, see this list.
For longer-term loans there are better template letters to use here:
- Provident,
- Amigo and other guarantor lenders,
- 118 Money, Everyday Loans and other high-cost large long-term loans.
First, before you send in a complaint
Doing these four things now will make your life easier later.
Get a copy of your Credit Karma credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman. Don’t get an Experian or ClearScore report instead – many payday lenders don’t use those.
If you can log-in to the lender’s website and see your loans, take a copy of them as sometimes they vanish when you complain.
If you still owe money to the lender:
- unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
- read the Stop making payments? section in Payday loan refunds when last loan not repaid. If you want to offer a lower affordable amount, add a sentence to your complaint letter saying this.
- if you have a lot of borrowing at the moment, read Escape from the payday loan trap which looks at how a debt management plan can help you.
If your loan was sold to a debt collector you still complain to the original lender but also tell the debt collector that you are disputing the debt. Don’t skip this bit or a debt collector may go to court. It is a good idea to carry on making payments to the debt collector if they are affordable.
Step One – start your complaint & get loan details if you don’t know them
Find the lender’s email address for complaints from this list.
Then send your complaint email saying:
You should never have given me these unaffordable loans. I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added and what I repaid – this will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
[Only put this bit in if some of your loans were more than 6 years old. This is a paragraph saying why you haven’t complained before. Change it so it covers what happened to you. This is an example, don’t just copy it!] [I didn’t know that the lender was supposed to check that I could repay the loan without having to borrow more. I only found out in November 2018 when I saw a newspaper article in the Sun/an advert on Facebook for payday loan refunds/my sister told me about affordability complaints/a friend said they had made a complaint/whatever.]
This email starts off your affordability complaint.
The clock is now running and the lender has to reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it.
Step Two (OPTIONAL) – send more details
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint is already underway.
I don’t know if many lenders actually read what you send them. But it’s easy to do – you don’t need to calculate what refund you should get or quote laws.
Change this template so it tells your story.
I have had x loans from you from [2015 to 2016].
Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
For this period my take home pay was about £x a month.
[Include the following details if you know them, but if they varied a lot miss this out My living expenses were roughly: rent/mortgage £x. Council tax £x. Utilities and bills £x. Transport costs £x. Clothes £x. Food, toiletries etc £x. Child expenses £x Other debt repayments £x. Total £x per month.]
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems: My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
You should never have given me these unaffordable loans. I am asking you to refund the interest and charges I paid, plus statutory interest, and to delete negative information from my credit record.
Good ways to improve this
Add any points that help you describe what happened to you. And delete any bits that don’t matter to you. Some examples:
- “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.”
- If you weren’t treated fairly while you were borrowing add a bit about this.
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 about your expenses.
Should you send credit record and bank statements?
Some lenders ask you to send them a copy of your credit record, your payslips or bank statements. This is mostly to be difficult – the lender can check your credit record themselves if they want.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
You can send bank statements if you want, but think twice about the cost of copying and postage if there are a lot. Depressingly most lenders seem to ignore them if you do send them.
Some people feel these are personal and they don’t want to send them to a payday lender. If you don’t want to send them, tell the lender you will send the Ombudsman any information that is needed.
Step three – go to the Financial Ombudsman Service (FOS)
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case, they are just hoping you will give up!
Instead you can send your case to the Financial Ombudsman. This is easy and free.
Tens of thousands of these cases have been sent to the Financial Ombudsman where there is a higher success rate for these affordability complaints than any other type of complaint!
Give up, negotiate with the lender, or go to the Ombudsman?
Some lenders try to make your case sound bad when it isn’t. People have had thousands of pounds refunded after a complete rejection! Just ignore any of these comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give the full facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans 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.
- your loans are over 6 years old – the ombudsman will look at these even if the lender says they won’t!
Will a lender improve an offer?
You may be wondering if you should go back and try to get the lender to give you a better offer. Most lenders won’t do this, but a few may if you make out a good case. For example if they have offered to refund loans 6-12 you would be happy if they included one or two more, you can say why you think loans 4 and 5 should also be refunded. See When and how to negotiate about payday loan refunds for more details.
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer from a lender by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept if you think you paid a lot more than that in interest. Some lenders offer a few hundred pounds to cases which eventually get ten or twenty times as much from the Ombudsman.
- an offer to write off your current balance may sound good … but it may be very poor if you should get a refund as well, see Refunds when you have a balance owing for details and ask in the comments below if you aren’t sure.
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was rolled or topped up several times; or
- the loan was large. Here is a single MyJar loan case that was won even though it was an instalment loan and the borrower had a good income because it was for £3,600. And a single loan Sunny case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman.
How to send a complaint to FOS
Put in a separate complaint about each lender. So you don’t have to wait until all your lenders have replied before sending the first one to the Ombudsman.
One reader said: They couldn’t be any nicer. 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 FOS’s “complain online” option which takes you through your complaint step by step.
You can just copy in what you said in your complaint to the lender. Add more details, for example, if you disagree with what the lender replied to you. Include a paragraph about having only just found out you could complain if some of the loans are more than 6 years old.
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally you want statements from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your Credit Karma credit report.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender they will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it. That won’t happen until the payday lender has replied – typically it is between 2-5 months at the moment.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage, see What happens at the Financial Ombudsman for details.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
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 and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Ask for a refund for large bad credit loans
Why is Sunny making poor offers?
More refunds for Amigo loans
Vee says
Hi Sara
Does anyone have an up to date email address for FOS?
Thanks
Sara (Debt Camel) says
do you have a complaint in already?
Vee says
Yes . Need an email to send them documents in.
Thanks
Josh says
Anyone have any experience with following up with Sunny after they disagreed with the Adjudicators decision, upholding 1 of 18 loans over a 14 month period. Total repayments almost £5k.
I have been told today it could be up to 9 months for an Ombudsman to pick the case back up.
Sara (Debt Camel) says
Have you added up how much interest you paid? Knowing the total repayments doesn’t really give you much clue about possible refunds.
I don’t think previous experience means much as so much has changed in the last year. If you want a complete guess, I wouldn’t be surprised if Sunny decides at some point it has to fall into line and accept FOS decisions. I think you are being quoted a “worst case” by FOS at 9 months. But perhaps I am being too optimistic.
Michelle says
Hi josh my experience has been quite good. Originally had no offer went to fos and they didn’t agree with adjudicator, so I managed to negotiate an amount I was willing to accept with Sunny accepted on Tuesday in my account today. As Sara said you need to look at the interest you paid. I had a figure in mind that I was happy to accept, depends if you are willing to wait longer? There’s no harm in asking them To consider a different offer.
Josh says
I paid £1500 interest as I often took out further loans with Sunny and lending stream to pay off older ones.
LS agreed with the adjudicators view and refunded 11 of 16 that were around the same period.
Sunny has offered to refund £100.
I remember reading comments a few months ago saying it may be worth emailing the MD for elevate and see if he will get Someone to look into my complaint. Have little idea what to put in the email though.
Michelle says
Hi Josh yes I emailed the ceo and Paul baldry just sent a summary of my complaint how disappointed I was that it wasn’t resolved and could they look into it. I never got a reply direct from them I sent numerous emails. Also try leaving review on Trustpilot. I think in my case it worked, I was always polite but persistent. Good luck
Jo R says
Hi Josh,
I rejected my offer on 19 September 2019, received a response on 20 September 2019 to say that it was in to be reviewed by an Ombudsman. I have emailed a couple of times to be told that it is still in the queue and telephoned last week to be told that it is still in the queue so four months at least for me.
Michael says
Hello,
I paid my safety net credit account off in July
I put a complaint in around 6 weeks ago
Just checked my credit file and it’s now showing on there as an open account.
Anyone had this before or no why?
a says
Hi Michael,
i had two account with SNC and they re opened my old account on my credit file 1 week after submitting my complaint. no need to worry i think they have reopened it to take a look at your account and investigate your complaint. im on week 7 now for SNC awaiting response.
a says
although must say that i am very disappointed with SNC they have been known to resolve complaints in two weeks!! i would rather get my response sooner if they are not going to uphold my complaint rather than the full 8 weeks to be rejected and to be sitting with the fos for a year :(
Mat says
Just a quick update. Day 27 of waiting for lending stream refund and called today. Update was to say they would pay on Monday but refund was made 20 mins after call. I would recommend if you are over 3 weeks to get in touch with them.
sam says
Thats good Matt, i will do that then!
i have just started 28 days today so will call in 3 weeks time!
Livia says
Hi Mat that is great news! Did they send you a email saying they deposit the money in your account? Thanks
Dean says
Thank you for the update Matt, I am on day 21 of 28 so will call them tomorrow. Did they email you to confirm payment was made? Thank you
CM says
I have 3 loans with Lending stream for 780 that they gave me in the space of a month.
The monthly repayments are 240 over the next 6 month.
I won’t be able to afford these repayments.
I am goin to contact LS. Has anyone been able to negotiate repayment plans with LS?
Take away the interest payments??
Sara (Debt Camel) says
Put in an affordability complaint using the template in the article above if you think these (and previous?) loans were unaffordable.
Include a sentence saying you want to make a lower affordable payment arrangement. And cancel the CPA with your bank so they can’t just take the money and leave you short – you are not “asking” them to be able to pay less, you are “telling” them.
CM says
Thanks for the assistance, I have done this.
I will let u know the reply
Glen says
Peachy loans have replied already, 3 loans.They want bank statements and payslips back to 2015 do I have to provide them ? This is part of 5 companies I’m going to have a go at
Sara (Debt Camel) says
Payslips, no.
Bank statements no but it may help if you do. With only 3 loans Peachy is very likely to reject with no evidence about unaffordability.
And the chances are some of your complaints may need to go to the Ombudsman, so thus is a good time to assemble all your bank statements for that if you don’t have them.
Peter says
Hi Sara, Just wanted some advice on a case i currently have with the FOS please.
I had around 45 loans from Ferratum over a 4 year period and paid them almost £4000 in interest. Complained to them in April last year and was offered £500 which i refused. Went to FOS in July. This was picked up in September by the first adjudicator. Over the next 2 months I was asking for updates and adjudicator said that he was waiting on the case file from the business. Anyway, mid November, I receive an email from another adjudicator saying they are taking over my case. The first guy just vanished.. :) (I think he probably found a new job) Anyway, then the new adjudicator then goes on holiday for two weeks. Another email on 12th December from a 3rd adjudicator saying they are now taking over my case. Not sure what happened to person number 2!
I have emailed the new adjudicator 4 or 5 times and rang twice (left voicemail) but no reply. I am really in the dark as to what is happening here. Also with the claim being a large one, I am concerned about Ferratum going bump in the meantime.
My questions: If a business is deliberately being obstructive and not sending in case files, is there anything the FOS can do? And also, do you have any thoughts about what I can do, to try and speed up the adjudicator into making a decision? I know they are under pressure and do a great job, but I really feel like this one is dragging out.
Thanks!
Sara (Debt Camel) says
I think you should ring the general FOS number 0800 023 4567 and say you want to complain that you aren’t getting any replies from your adjudicator. At the moment you don’t know if Ferratum have supplied the case file or not.
Peter says
Thanks Sara, I will try that.
I feel like I am pestering them but have to do something. They are generally very helpful and I know they have a lot on their plate. But this is my largest claim and it is really getting to me now. I think it being with an adjudicator for 4 months is pretty sufficient to come to some sort of decision.
Thanks again :)
Em says
Any one else religiously read the Ombudsman decisions for cases from the same lender as their own outstanding ones?
I’ve been following the Sunny decisions for a while now (Submitted my complaint in Jun 2018!! 44 loans total) and I’ve noticed that Sunny seem to have upped their ‘push back’ at Ombudsman level recently. Most notably the below two arguments seem to be cropping up on a few decisions:
(‘It’ refers to Sunny)
In the absence of indications of financial hardship, it doesn’t think that it should
change its approach to assessing applications after a certain number of loans.
There’s no good reason to give more importance to the number of loans a customer
has with them than with other lenders.
No idea what this means (if they’re pushing back for more lenient regulation are they planning on continuing to trade in the UK? Or is this a last ditch attempt to try and recoup costs before they withdraw – all speculation!)
Anyway, just thought it was interesting to note!
JOJO says
Hi all. Not commented for a while but been reading daily all the comments. Well I am on the road to becoming debt free thank god. Got quite a few complaint with the FOS but yesterday I heard from my adjudicator dealing with the SNC complaint. I started with SNC my finances were ok so the initial line of credit being given wasnt an issue. Then my finances took a turn for the worse in 2017. Adjudicator agreed case upheld from May 2017 to my last draw October 2018. Ordered them to do the usual refund interest, delete from credit file etc……SNC have until early Feb to respond. How are they reacting to adjudicator decisions at the moment? Thanks all and keep pushing. …..me not had any kind of credit or loan for over 12 months now….broke the cycle and it’s never felt better 😊
HLTCO says
HeyI have open complaints with Satsuma, Peachy, MrLender, Moneyboat, MyJar, OnStride and Cash4unow. In addition, I’ve had an offer of settlement from SafetyNetCredit for £2,800 and they have written off my balance (£1,100) and will remove reporting from my credit file. They confirmed the money will be in my account by 24 January 2020. Uncle Buck gave me a refund of c. £400, a £300 goodwill gesture from Ferratum, a £30 goodwill from CashAsap and an acceptance from 247Moneybox to clear my outstanding balance before they went into administration luckily. Peachy and Satsuma rejected my complaint on the basis that I said I had the income to pay it – both have me an initial £100 loan and I then topped it up by £600 and £1000 respectively (I was in gambling difficulties). I have escalated these to the FOS as I don’t agree with their responses.
Just wanted to share the experience I have had with lenders so far in this process and to say a big thanks to Sara and others on here for sharing their experiences.
a says
just want to say thank you sara so much and all of you that have shared your experiences.
i can confirm, SNC have come back to me this afternoon and agreed my claim and will be paying me £1297 !!! cant believe it i had no defaults or late payments with them however they are taking the accounts off my file, also this refund is after they have taken 125 off for my remaining balance. so happy will put this towards my other debts and try and settle them now, so close to being debt free thanks to this site.
Sara (Debt Camel) says
excellent!
Debtfreein2020 says
Great news! I really dislike the way their loans operate so I’m pleased they are making good decisions with regards to redress.
They were one of the last resort lenders I used, I was desperate at the time and struggling with other debts and trying to feed my children and keep a roof over their heads. Caused me so much stress when repayments we’re taking my rent/food/bill money and leaving me with nothing so hoping they uphold my complaint too. Paid them off last year with some help from a family member.
Just out of interest what timescales are SNC on at the moment from when you put your complaint in? Are they over the 8 weeks?
HLTCO says
I had them reply within 6 weeks and upheld my complaint. A refund of £2,800 after they netted off the outstanding balance of £1,100. They said they would pay out within 7 days so waiting for that by 24 January! I had the same issue as you with regards to the auto-repayments so many times.
Debtfreein2020 says
Wow good result to start the year there, you must be so pleased and 6 weeks is a great response time.
I used to have an auto payment taken and then 10 minutes later I would have to borrow more money from them to pay my bills. Endless cycle!
HLTCO says
Definitely good response but i am; slightly selfishly, wondering whether the amount of complaints that SNC are upholding will affect whether I get paid out on mine as it is a significant amount and it seems like they have had “technical” issues with their payment system today which I heard on an automated message when I called them.
Sara – any ideas on how likely it is that those of us with complaints that have been upheld will be paid out?
Sara (Debt Camel) says
There is no indication that they are in any more trouble than most other payday lenders.
Daz says
That’s a great result I’m currently waiting to hear back on my claim I’ve used them every month for 30 months and paid over 4k in interest still owe them 1000 so hoping I get a similar result fingers crossed!!!
A says
No I had response in 6 weeks and payout 24th Jan so 7 weeks all and all
mark says
Hello, I have just made my complaint to myjar. I used these years ago so many times. I also used them when they was named txtloan. Will my complaint still be okay even if they changed names? Also what are peoples success rates with them?
Kerry says
I put a complaint in on September last year for my loans over 6 years old when they were called TXT loan. They got back to me saying they didn’t uphold my complaint as they could not find my account. I sent it to the FOS along with bank statements to prove I had taken 14 loans between £100-£200. I left them a bad review as they took a while to get back so not sure if that helped but they came back offering to uphold my complaint and refund interest + 8% on all 14 loans which I was very suprised about.
mark says
Thank you for your reply. I think I took between 30-50 loans with these over the past 8 years. If they reject my complaint I will definitely go to the FOS as they clearly sold me unaffordable loans.
Abi says
Hi :)
I am in a payment arrangement with 118 money, I believe They shouldn’t have given me this loan due too all my defaults and I was trapped in the payday loan cycle, if I send them this template will if affect my payment arrangement? I dearnt send it incase they try to make things hard for me as I’m putting a complaint in
Sara (Debt Camel) says
No it won’t affect your payments arrangement.
The best template for 118 money is over here: https://debtcamel.co.uk/refunds-large-high-cost-loans/, it’s better than the payday loan one where you only had one or two large loans from a lender.
Do you also have payday loans that you still owe? Other problems debts?
Abi says
Thanks for replying, yes I do – I am slowly getting myself right and I’m currently sending out your payday templates to them, luckily Wonga have upheld my claim so a lot of those should be removed from my file soon – thankYou for the template xx
James says
Hi all
Good news after an adjudicator only suggested lending stream should pay out on 3 out of 8 loans the ombudsmen has told them to pay out on 6! they were mostly small but given they dated back to 2013/2014 it’s worth £1000 which is nice,
I’m now gambling free for 9 months, paid off all my payday loan debt last December haven’t borrowed from a payday loan in just over a year!
Now gotta clear credit cards & overdraft which this will help with!
Sara (Debt Camel) says
I love it when this happens. Serves Lending Stream right for not accepting the adjudicator’s decision!
A good start to the new decade for you. Well done on kicking the gambling habit.
john says
Has anyone had any experience with cash float/western circles?
A says
I put in a complaint they got back to me within 10 days rejecting my complaint only had one loan with them that is in default so it was worth a shot
Kieran says
Hi. I had only one loan with them. They give me 500 pound which I couldn’t pay back. They then had a default on my account and now I have a CCJ on my account. In total they charged me 1100. Which is a lot for 500 pound loan. I put in a complaint but they refused so I am going to the FOS.
MnM says
Hi John
They have refused my complaint so with the FOS. Adjudicator has upheld loans 3 to 6 and awaiting on Cashfloats response. Waiting game I’m afraid.
Carol says
Good Afternoon All, I’m back.
Keep going everyone, I’ve manged to get rid of a lot of my debts so I hope you all do so.
I’m just wondering if I’ve had a claim reject (Barclaycard and Capital One credit cards can I try again. Thanks All,
Sara (Debt Camel) says
You can go to FOS if the rejections were less than 6 months ago. But if you send a new complaint in, the lenders are likely to refuse to consider it if they have already responded.
Carol says
Thank you Sara, Looks like I’ll have to keep paying these two then (over 6 months) thank you. I just want to say thank you for your invaluable help previously, I’ve manged to get from 12 debts down to 4 from not giving up.
I hope all your other clients/friends keep going. If I can do it, they can. It’s not easy but one less debt is fantastic.
Keep going all. x
Wendy says
Hi
I’m in a dmp with step change and was wondering if I can still try and claim irresponsible lean ding from my creditors or is it best to wait till my dmp has ended ?thanks
Sara (Debt Camel) says
Claim now! See https://debtcamel.co.uk/payday-loan-refund-dmp/. It won’t hurt your DMP and any refunds will either speed a DMP up by reducing your balances or give you a cash refund you can use to settle debts in your DMP.
This is a good time for you to claim, not a difficult one.
Lynne says
I got an email from someone called United kash saying I owed £750. I told them I’d never heard of them and they said it was regarding a loan with different money. That name to me is very vague and It’s that long ago I can barely remember taking a loan so I told them this. They then replied with a message included from 2017 where I’d responded to their email. I said this is 3 years ago – how come you’re suddenly asking about this now! Next thing is I get a text message threatening me someone will visit my home address etc etc. Anyone know anything about these people or indeed how I should handle it? It seems strange they’ve popped up out of the blue after all these years……
chris c says
Sounds like a scam to me, threatening to visit someones home after one telephone conversation will never happen best to ignore/report them.
Joseph says
Look at one of the pages where you can ask them to “prove it” – called a prove it letter. Basically on the lines of they’re the ones that need to prove you owe the debt and if they can’t I wouldn’t worry about it. Good luck !
ELEE says
Hi
Ive just come accross this amazing website, (Thanks Sara) I have e mailed 15 companies using the template. Do some companies investigate and pay out or do you generally need the FOS involved? Thankyou
Mike_p says
It depends on the lender as he number of loans. With Lending Steam the standard response is to reject so you have to get the FOS involved, Their response seems to be auto generated.
I’ve had offers from Cashsasp and Mr Lender without getting the FOS involved, I only had 4 or 5 relatively small loans with them though so they probably figured it was cheaper to make an offer than pay the £500+ fee they would have had if I took to to the FOS.
Satsuma seem to be the worst and don’t even reply within the 8 weeks they are allowed.
Ethan says
Has anyone heard anything from 247 Moneybox since they went into administration?
I submitted a complaint a month before the administration was announced – told them what I’d accept as a settlement and answered their questions. It has now gone silent and their response is 2 weeks over the 8 week deadline.
I have tried chasing them on the same email (according to the website complaints should still be filed via their usual customer service email address) but had no luck…
Chris says
Hi. They are in administration now meaning they won’t be paying you anything for many months and even then it will be a lot less than you agreed.
Unfortunately once they go into administration they don’t deal with any claims anymore and it has to be another company who allocate whatever small amount of cash the business still has to everyone who’s owed.
Sorry chap
Steffy says
I’m in the same boat! 4 weeks over the deadline now, but I believe it will take a while to hear back now :(
JA says
Unclebuck update – Had 2 out of 2 loans upheld via adjudicator but unclebuck didn’t agree and I’ve been waiting for an ombudsman since november.
I decided to contact unclebuck again directly and they have decided as a gesture of goodwill to refund loan 2.
Kat says
Hi,
I put in a complaint to Mr Lender. They have replied by letter with a list of my loans suggesting that the reason for my sending the email was confusing, that how can I be unaware of whether the loans were unaffordable if I did not know the loans that I had taken out (I requested a list as per the template) and that they have seen the same email from a number of customers with the template taken from this website. I can obviously tell them exactly why these were unaffordable with proof but please advise how I respond the comments regarding this website? Thank you!
Sara (Debt Camel) says
Tell them they have your complaint and that it is going to the Ombudsman after 8 weeks if they have not made you a reasonable offer.
SN says
Be honest I think. I found this website when looking for advice on the Moneyshop crash. I didn’t even know redress was a thing until then. Mr Lender sent the same reply to me but I have to say they were very fair although it took some time.
mark says
Update on my myjar/txtloan complaint.
They have emailed me back today with a ‘summary’ of the loans I have taken with them but they have only put the 3 loans I had taken with them last year and not the other 37 loans between the years of 2011-2014. I still have proof of these loans as I have still all the emails regarding every one of them.
What shall I do now?
mark says
They have just emailed me back saying they delete all records that are 5 years or more.
This doesnt seem right at all, how do I go about getting refunded for these loans now???
Any Help would be much appreciated
Kerry says
Send your complaint to the fos. Send them copies of bank statements showing the loans going into your bank/being repaid. You can also send them the emails you hold if you choose but the bank statements will be sufficient. You could always try sending these direct to Myjar to prove you have taken the loans but from my experience, they will not look at upholding loans older than 5 years unless you’ve gone through the fos.
mark says
I have sent 1 to them as an example. Waiting on a reply. looks like I’ll be going to the fos. These 37 loans was thousands of pounds of interest so I know they’re not going to want to pay me
Nats Daley says
Just submitted my claim under the scheme for The Money Shop.
What I didn’t realise is WDA / Payday Express /LOans till payday /Payday uk are all part of the same company …
I had loans with all of them that payday loan trap taking one out to repay another ….
Email said letters will be sent out mid year any redress paid end of the year.
JA says
Wagedayadvance aren’t apart of the money shop group as far as i’m aware.
Lynne says
Well this is a pain in the backside. So because I’ve been successful with my wonga claim (without doing very little), I figured I’d go down the route of sending the template email to other lenders which I had used raising a complaint and seeking repayments from them. Thing is the ones who have replied have come back asking for bank statements, loan references, amounts etc etc! I don’t have any of this info as it is so long ago. Is anyone else being asked for the same stuff?
Sara (Debt Camel) says
Who are the lenders and how long ago were the loans?
You do have to try to help them find your case if you have moved, changed email address etc. But the template ask them to send you details of the loans.
Danny says
Day 14/28 and £4,200 has just been put into my account by Sunny for loans 15-49, fantastic start to the new year!
Timeline below:
Complained 31st May 2019.
Had final response on 18th July, offered me loans 37-49, sent straight to FOS.
Adjudicator picked it up on 6th November.
Adjudicator asks Sunny to refund me loans 8-49 on 10th December.
Sunny counter offer on 6th Jan 2020 for loans 15-49, I accept and money in today.
Decided it wasn’t worth the risk waiting months with an Ombudsman for an extra £400.
Lynne says
Did you have to produce bank statements and all other info as per my query above?
Lynne says
Did you have to produce bank statements and other information as proof, as per my query above?
sam says
Hey people
I am counting down the days for my payment from Lending stream!
Most people wait 28 days for their payment and some even longer than that.
But has anyone been paid before the 28 days from them??
Just thought id ask around.
Lynne says
28 days?? We’ve been waiting 6 months for Wonga!
Sara (Debt Camel) says
administrators have completely different timescales!
Livia says
Hi Sam I am on day 18 and still nothing, I don’t think I will get it before the 28 days are up
Mr F says
Update from me:
Had a response from my jar stating they are not upholding my complaint, I wasn’t sure when exactly my loan was with them, but they included this on todays email. I didn’t originally send them the statements, but as it happens had my statements through from my closed bank account Saturday that I had requested for my UK Credit complaint and it’s the same period. I’ve replied to my Jar with the statements explaining that I’ve just received them and asking them to review again before I take it to ombudsman the loan was 400 and I paid back 480 and the odd. Surely it would be cheaper for them to just uphold and pay than let it go to the ombudsman (I think I read somewhere they get fined £500 for every complaint that goes to ombudsman)
The status of my other complaints
•my guarantor loans with amigo and UKC currently being investigated
•myjar -see main comment
•sunny – didn’t up uphold but as gwg cleared balance of 4 outstanding loans totalling 800
•mr lender didn’t uphold but as gwg cleared balance of 254
•PiggyBank – upheld leaving 400 left of 800 balance
• SNC – upheld cleared balance of 1200 and refunded 230
•Wonga/QQ/Poundstopocket/WDA/Paydayuk-claims in with admin/schemes
debt of 2600 cleared so far, loan claims are strong so when upheld will provide a refund enough to clear remaining debts with change, this site has been amazing
Sara (Debt Camel) says
if you only had one loan and it was “only” 480 then this will be hard to win.
a lender won’t agree to refund just because it is less than the FOS fee.
Mr F says
Hi sarah
Thanks for the reply,
I know this ones a long shot they have the statements now so will see if they change there mind. If not will send to FOS and see what happens
As always thanks for all you’ve done to help me and so many others
HLTCO says
Hi there – when did SNC pay out on your refund? They seem to have a ‘technical difficulty’ with their deposit system and I was due a refund of £179 on Friday 17 January in the morning. I also have a complaint they upheld and am due a large payment back on Friday 24 January but I’m starting to get worried that they won’t stick to the deadline.
Mr F says
My SNC refund was back at beginning of December they initially refunded me 1530 but emailed me two days later to say it had been an error and could I return the over payment and if I did they let me keep an extra 50 as gwg for the inconvenience so ended up with 280 in the end,
Mr F says
If you have a refund due on 24th aswell as 17th maybe will all come as one
HLTCO says
The 17th one was for something separate and was meant to be paid out by now but they have had ‘technical difficulties’ with their deposit system since Friday 17th so now I’m worried that I won’t get the bigger refund due on 24th either
Mel says
Hi.
Has anyone received a refund from Uncle Buck regarding loans older than six years old?
I raised my irresponsible Lending complaint with UB in February 2018. (It was forwarded to the FOS in April 2018). My other irresponsible lending complaints have been settled a while ago. (These loans were from the same period as my Uncle Buck loans).
Uncle Buck is refusing the FOS to look into this complaint as the loans are older than six years old. I find this very strange. Especially, after the QQ saga….
Mel
a says
Hi Mel,
Im in the same boat.
it took UB months to give up the info they asked for and just being a general pain in the ass about everything at every turn.
im still awaiting response from adjudicator which they have said i will get by the end of next week however my case was assigned back in September…
Mel says
Yes, Uncle Buck is being very difficult. It has nearly been two years now…
Good luck with your complaint. Hopefully we will receive some good news soon!
M.
David Mallory says
Hi Sara.
I had a loan with Drafty.
Now in a payment plan. I complained to them in jan last year and I didn’t complain to the FOS. I thought I had but havnt.
Am I I unable to pass that on to them now as over 6months old
Sara (Debt Camel) says
No, sorry, you have left it too late.
Joseph says
Hi Sara, I’ve noticed a few times people state that payday loan companies won’t uphold a complaint purely because it’s less than the FOS fee. But surely, and realistically, it’s viable as a business to settle any complaint that’s less that £550 (FOS fee). Even if we were to say it was a 100% failure of a complaint, even if they submit this it’s still going to cost them £550 – So why not (if it was my money) just get rid of these 1/2 loan complaints by upholding them? I understand the reason behind not upholding every complaint in fear of this fee but surely it’s not working and just looks easier to settle it. Just after your opinion here
Sara (Debt Camel) says
But a lot of people won’t take a rejected complaint to FOS, especially if it’s a weak one, or they may mean to but forget. So if only half go to FOS and only half of them win, that is still better than the lender paying out on all weak cases.
Mike_p says
They also wouldn’t want to open the floodgates paying back interest to everyone that had ever had a loan with them.
Lee sharratt says
Evening. I have had a lot of refunds. With a lot of companies. Is it worth trying to claim the tax back I have paid? Or leave it
Luke says
You can’t claim all of it back. The personal savings allowance means that you are allowed £1000 of interest tax free. If you haven’t received any savings interest this year then you can claim back the 20% of £1000 (£200). If you have received savings interest then the amount you claim back will be lower
a says
Hi Sara,
i had my response back from peachy yesterday, they did not uphold my complaint as i only had 2 loans with them.
The first loan of £190.00 was taken on 19/07/2019 and the repayment was due in six installments of
£24.14 – £63.98 by 31/12/2019. The loan was topped up by £60.00 and repaid by 27/09/2019.
The second loan of £700.00 was taken on 27/09/2019 and the repayment was due in nine installments of
£144.28 – £166.68 by 30/06/2020. However, during this loan we were contacted by a debt management
company who informed us of your struggles with repaying and as such, we set up a repayment plan
directly with them. The loan is currently outstanding.
the reason for not upholding my complaint is When assessing this complaint we have taken into consideration your positive repayment history and that you had
not gone overdue with your first loan nor had you rolled that loan over. In addition we have taken into account the
fact that you only had 2 loans with us. Considering that this was just the start of your borrowing relationship with
us, we believe it was reasonable for us to rely on the information you had provided and approve your applications
do i take this to the fos or just leave it? i was in 19,000 worth of debt to 9 payday loan companies 1 amigo loan at 13k and 4 credit cards all these were default at the time.
Sara (Debt Camel) says
I think it is worth taking to FOS because the second loan was so much larger and taken out the day the first loan was repaid.
mark says
Another update on myjar complaint.
they said they dont have records of my 37 loans between 2011-2014 anymore as they delete all records older than 5 years… Hmmmmmm..
So I then stated that I could send them all emails and credit agreements relating to all of these loans. They have refused my offer to send these and just ask for bank statements…
2 things.
1. This bank account is now closed so wouldnt know how to get these statements?
2. I used to have a really bad gambling problem and this would show up on the statements anyway and was wondering if this would anyway effect this.
Any help/advice much appreciated
Sara (Debt Camel) says
Gambling on bank statements helps your case!
Have you sent them a list of all the loans? 1 line per lone – date taken, amount, total paid, date settled.
mark says
I have offered to give all the info I have on the loans because they say they’ve deleted everything… Hard to believe. This would take me hours to go through but would be willing to do this. They have said no and that they only want bank statements as proof.
Sara (Debt Camel) says
Well get the list anyway because if they say Now this has to go to FOS and it will jst be a lot quicker if you do the leg work and have a list.
Then send them the list and say it is going to FOS if they don’t make you a suitable offer because with that large amount of repeat lending you think FOS will uphold your case even though you no longer have the bank statements.
mark says
This is what I will do. Thank you
I just spoke to the bank I had the closed account with and they informed me that I cant access bank statements from closed accounts that are more than 5 years old anyway. So the only proof I have is these emails and credit agreements which they dont want to see…
I have just emailed myjar back saying this but will go through all my old emails and list every loan I have and get it over to them.
Seems like they’re making it hard work for me but this isnt going to go away for them, they owe me alot of money so I’m not surprised to be honest.
Kerry says
Who is the bank you used to bank with?
mark says
Barclays, they said it’s their regulated rules.
Kerry says
I spoke to a couple of people at Barclays who told me the same, then I actually got through to somebody who was helpful! They can’t send the statements but they can send a list of all transactions (as good as a statement) The gentleman on the phone explained they needed this to have access to transactions for accounts older than 6 years during period people were making ppi claims going back over 6 years. I spoke to somebody on the phone who got them printed for me and I received them a few days later. Failing this, If you type in “Barclays personal data request” into google. There is a link on their website where you apply for them to send all this info out to you.
mar says
Hi, does anyone know how I can get a copy of my credit report for 2018? I have a case currently with the ombudsmen and they are requesting a copy but im not sure how I can obtain a copy of this from 2018? any help appreciated
Sara (Debt Camel) says
Just send a copy of your current Credit Karma report. It shows info going back 6 years, so it is fine for 2018.
Lynne says
So ever since my Wonga refund is due and I also sent the template email to other lenders to seek refunds I’m mysteriously getting random texts and emails about ME owing THEM money! I’ve not heard from any of these companies in years yet now they crawl out the woodwork? Bit suspicious that. One of them is Payday Express saying I owe £500, but aren’t they one of the ones that’s gone bust? And who is TMLS??
Sara (Debt Camel) says
TMLS is a debt collector.
Have you put in a complaint to Payday UK or the money Shop? Payday UK, Payday Express and the money Shop are all part of the same group who have set up Scheme of Administration so they may well be contacting customers about debts and whether they want to make Claim. See https://debtcamel.co.uk/money-shop-to-close-two-million-customers-will-be-informed/ about how to put in a claim against these lenders – if you owe a balance it’s important that you do!
Lynne says
Yes I made a claim on the money shop portal ages ago. Again it was because I was ‘invited’ to (like with Wonga), rather than me raising a complaint.
Sara (Debt Camel) says
ok, well make sure they now have your new email address! And tell then that you have just had this email/text about an alledged Payday Express debt that you have no knowledge of.
MnM says
I’ve also had CRS now come out the woodwork for a Payday Express Loan. I have emailed to explain that I have a complaint in but they’re ignoring my emails as I’ve told them they’re now harassing with email and text messages. Not sure how to deal with this at the moment.
Eve says
On positive note. FOS has picked up Mr Lenders and Lending Stream cases within 2 weeks of submitting. Less then 24 hours later, adjudicator for Mr Lender came back with his findings.
a says
Thats really good news. im struggling with the waiting times tbh it all seems so much work. FOS still awaiting satsuma to send the files and have been for months. cash4unow awaiting reponse mr lender awaiting response this will be sent in the post with i think is really stupid considering you submit your complaint via email. my jar with the ombusman as adjudicator rejected complaint , cash float i gave up. peachy sent to FOS today as received final response yesterday uncle buck been with adjudicator since end of Nov. had refunds from cashasap and awaiting refund from SNC. next credit i took the £155 before they exited the uk market and wonga, WDA QQ and 247 money box all gone bust so.
Mike_p says
Yes Mr Lenders post response policy is very odd. They asked me to confirm my address via email and then sent the response by normal post, not registered or anything, so there doesn’t seem to be any security reason why they do that. The only reason I can think of is that they do it to slow things down so they can say they have responded within 8 weeks even though you might not get the letter until afterwards.
chris says
Same here, complained about Sunny and within a week they’ve picked up the case today. Have to wait till the 2/2/2020 for them to collect information. Annoying it has to get to this stage Myjar already sent my refund before sunny bothered to decline my complaint at the end of the 8 weeks.
Lynne says
When you say is that because you’ve complained directly to the FOS about the payday lenders?
Sara (Debt Camel) says
People have to complain to the lenders. Then if they get a rejection or a poor offer, they can send their case to FOS.
Sara (Debt Camel) says
yes, some new cases are going through very fast!
Donna says
Hi all
I had my complaint with Sunny rejected (seems to be the case a lot with these guys!) and so I forwarded to FO. I had a response fairly quickly asking me what date I received my response from Elevate. Also received a response yesterday asking for me to send on bank statements covering the lending period and a copy of my Credit Report. They gave me until 3rd Feb to send but I have sent it to them today. Does this mean that my case has been picked up by an Adjudicator now, or am I still ‘in a queue’ so to speak?
JA says
This is usually when they’re getting all the info ready for an adjudicator to look at it once one is assigned.
Donna says
Thank you.
As it happens I’ve just had another email from my adjudicator who has picked up my case! Really quick response time!
MnM says
Wow you’ve been lucky. Mines still in a queue from July last year. There’s no logic as to when complaints are picked up.
Amy says
Hi Sara , today is my 8 week mark with amigo, I’ve had absolutely nothing from them , how long would you recommend before going to the FOS please?
Thanks again x
Sara (Debt Camel) says
I would phone them up – unless they say you will get it this week, I would send it to FOS now.
Sara (Debt Camel) says
But I assume you had your personal information from them a few weeks ago?
Glen says
This thread and website has been an eye opener for me, I fired off the template to all the bad loan companies I could think of I’d borrowed from and now tonnes of emails are coming in.
I started Sunday and already Piggybank have sent me a redress figure of £590 , by Wongas crash I’m not expecting much even though my redress was £8800 with them.Ive no idea how bad shape piggy bank are in , is it the same small % expected off them I.e 2-5% ?
I honestly think anything is a bonus for just asking , I’m grateful to have red these threads and done something about it in truth, I’ve around 8-10 claims in.
Ciaran says
Hi,
I have just won an adjudicators decision with MyJar for 2 loans and they agreed. The Adj mailed today to say he sent MyJar my bank details. Has anyone had any experiences with my jar and when do i expect to recieve the money. Do they usually pay within the 28 day?
Thanks
C
A says
Wow mine got rejected as I only had two loans it was not a long enough borrowing relationship
Madeline says
Hi ciaran
Once I agreed to accept the figure offered which was return of email to myjar they replied immediately and said they would make payment between 6 and 18 days, it was in my account within the week couldn’t believe it especially as I heard they drag their feet so wasn’t expecting it. Good luck
George says
Has anyone had any personal experience of refunds from Very and Drafty?
I have applied both with the templates of the Payday loan template, I just am not sure if this is suitable also?
Hoping that both will also be able to claim back as unaffordable also due to giving me credit and money. Thank you!
Elaine Jones says
Hi,
Today was day 21 of waiting for my Lending Stream refund and I just rang up to see if it might be any earlier, although the adviser just say she couldn’t guarantee and to wait for 10pm on day 28. As soon as I put the phone down to her, I received an email from Lending Stream saying refund has been paid and checked bank account and £899 was sitting in my account! So I would advise anyone waiting from them, to give them a ring as it might speed things up.
Livia says
Hi Elaine, good to know I am on day 19 so will call in 2 days time. When you call you just ask for an update on it? Thanks
Elaine Jones says
Hi Livia,
Yes, just ring them and say you would like an update on how your refund is progressing. The adviser would not committ to saying anything much, other than it would be no later that day 28 at 10pm but it may be earlier, they have to wait for a different department to approve the refund she said. Good luck in getting it before day 28.
Livia says
Thank you very much
Amy says
Hi Sara,
I’ve had a reply from amigo stating they need another 4 weeks , as of today was my 8 week deadline , shall I still go to the fos or wait the 4 weeks? Thanks again x
Nicky says
I had the same I gave them the extra four weeks and they upheld my complaint just before the 4 weeks were up
Amy says
That’s great news :)
Crissy says
I’m still in a queue waiting for an adjudicator for my SNC complaint , since February 2019 ? Anybody else been waiting so long ? Paid over £4000 in interest I stupidly borrowed for many months ?
Donna says
I waited a year and 2 days for a decision, but safetynet agreed with the adjudicator and I got the money within 28 of the decision which included Christmas.
Crissy says
Thanks for that glad you got your compensation!
Steve says
Hi has anyone had a decision upheld by the FOS for Ferratum, just had my response from the FOS upholding loans 4-19 they have two weeks to reply they where awkward when I dealt with them initially so I am guessing it will end up in the ombudsman.
Thanks
Steve
Lynne says
So I sent the template email to other payday lenders. Some have come back and asked for proof of bank statements, loan reference, loan amount etc, which I simply don’t have as it’s so long ago. Myjar have come back and attached my list of loans and interest paid, but my question is what do I do next? And presumably if I don’t have the info the others are asking for then I can’t continue with the complaints in each case?
Sara (Debt Camel) says
So Myjar – they have your complaint, they have sent you a list of the loans (which you asked for as part of your complaint) but have they responded to your complaint, accepting or rejecting it? It may well be that sending you the list of loans was the first step, then they will later respond to your complaint.
Who are the other lenders? how much did you borrow from each of them and how long ago was it?
Has the lender said they can’t find your loan records? or are they asking for bank statements so they can consider your complaint – those are two very different situations.
You can win cases at the ombudsman where its so long ago you don’t have statements, but there does need to be a list of the loans from somewhere.
Lynne says
Oh ok so myjar have literally sent the loan list (over a 2 year period). I didn’t borrow much (eg one was£100), but they included the interest that was added each day. So I’ll wait to see what happens next?
The lenders who are asking for statements, proof of income and loan references etc are sunny, satsuma, uncle buck and peachy. These loans were from around 2015/2016 so even if I could get hold of bank statements I wouldn’t have any other details to hand.
Sara (Debt Camel) says
You can get bank statements from 2015/16, that is less than 5 years ago, you can get statements even from closed accounts. I suggest you get going on this now as you will need the statements if cases have to go to the Ombudsman 9which some are very likely to).
I suggest you tell all the ones asking for statements and proof of income that you would like them to consider your complaint as it stands and you are getting your bank statements which you will send to FOS if the lender doesn’t make a suitable offer.
Who is asking for loan references? That sounds as though they haven’t located your account?
Lynne says
Sunny and Satsuma are asking for the loan reference. The problem is my old email address doesn’t work and that’s the one I’d have registered with them when I took out the loans, so I’m emailing them from a new address and mentioning the old email address and they’re still not replying.
Sara (Debt Camel) says
ok, I suggest you phone them up and explain the problem. You may have to produce id, give them your date of birth etc.
Lynne says
Sara I don’t particularly want them to see my bank statements, why should they? If they’ve got all the other info (already provided such as DOB home address etc) that should be enough to go on for them to locate my loan history I’d have thought?
Sara (Debt Camel) says
They may be asking for bank statement to decide if you have a good affordability claim. But in your situation you need to do everything you can to get them to locate your account. Otherwise your complaint is going to go nowhere,
Sara (Debt Camel) says
And you NEED those statements for FOS. It’s a very good bet your Sunny & Satsuma claims will have to go to FOS and possibly the others, so just see this as something you have to do.
a says
Hi guys just a quick question.
does SNC pay in 7 days or within 7 days? and do they do all their refund payments on a Friday?
Gemma says
I’d also like to know this x
a says
most likely be on the Friday as far as i can see from peoples comments before but would have been nice to get it sooner as £1297 would be great in my bank now :)
HLTCO says
Looks like it is at the end of the 7 days. I am waiting on the same and had a separate refund figure due from SNC which they paid on Tuesday in to my account, but said the complaint refund will be due by 7pm on Friday.
Gemma says
I haven’t been given a date just the final response letter which I replied to accept. I’m guessing mine will be another week or so then??
Gemma says
Thank you Sara and everyone for your advice. SNC have upheld my complaint after only 6 weeks. Nice repayment of £591. And written off the £209 I owe so happy days x
HLTCO says
You’ll get a date of when the payment is due once they reply to you confirming acceptance. I’ve got in to the habit of asking the lenders to confirm receipt of my response and provide me with the timescales of when payment will be made in writing so I can use it in case anything goes wrong.
a says
just fired off a email to cash converters because i was looking for my 118 loan repayments and noticed i paid cash converters a fair few times. i forgot i had the cash converters loans and to be fair how many i had out as this was all back in 2015. anyone had experience with Cash converters?? as i would like a little advice on what i should expect.
Jim says
I have been in contact with 1st Stop regarding numerous loans I had with them between 2011 – 2012
I have received a response:
I have conducted some further searches using the information that you have provided.
1st Stop Group Ltd underwrote some historic payday loans under 1st Stop Home Loans Ltd. It appears that the last loans underwritten were around 31st December 2013.
Any payday loans taken out on agreements issued by the following companies are not connected to the current 1st Stop Group Ltd:
1st Stop Recoveries Ltd 03 Jul 2014 – 07 May 2016
1st Stop Unsecured Loans Ltd 15 November 2013 – 03 July 2014
1st Stop Payday Loans Ltd 08 March 2011 – 15 November 2013
1st Stop Funding Ltd 29 April 2005 – 08 March 2011
The above business are previous trading names for Clear Recoveries Ltd, who are no longer trading.
We do not have any documentation relation to the historic 1st Stop Payday Loans as they were held on the LapsIT system, which we no longer have. These agreements will also be over 6 years, so outside of our data retention policy.
_————————————————————————————-
Any idea how I should pursue this?
Thanks,
J
Sara (Debt Camel) says
You can ask the Ombudsman if there is anything you can do.
A says
I had the same reply !! Yet I’m still paying for the loan though a debt collectors agency as they passed my balance on 4 weeks after I submitted my complaint.
I emailed them back with the proof but had no response
Sara (Debt Camel) says
Hi A – if you are still paying for the loan, I suggest ask the debt collector to produce the Consumer Credit Act agreement for the debt. See https://debtcamel.co.uk/ask-cca-agreement-for-debt/ for how to do this. This is usually easy to produce for payday loan so i don’t often suggest it, but if a firm says it doesn’t have any documentation… how will it be able to priduce the CCA agreement? If they can’t the debt is unenforceable in court and you can simply stop paying.
Sarah says
Hi Sara
Really need some advice as to what to do next.
I got a reply from my adjudicator today stating that Sunny had agreed with his decision to refund loans two-seven, six of my seven loans; however Sunny are claiming that I didn’t repay more than I borrowed and therefore no refund is due. I’m totally confused by this, as my list of loans that they upheld on was as follows;
Loan2 borrowed £500 repaid £935
Loan3 borrowed £250 repaid £451
Loan 4 borrowed £200 repaid £242
Loan 5 borrowed £50 repaid £55
Loan 6 borrowed £200 repaid £361
Loan 7 borrowed £100 repaid £196
I don’t understand how they can claim I didn’t repay more than I borrowed when the figures they initially provided clearly show that I have. Any advice on what to do next please? I don’t understand how they have reach this conclusion.
Sara (Debt Camel) says
Go back to your adjudicator and point out these figures.
Nick says
Does anyone know how long the FOS is taking to deal with complaints at the moment. I put in a complaint about Avant credit at the end of November, & one against Lending Stream last week. I’ve had emails today on both of these, saying it could take up to 4 months for them to be looked at. I’m a bit surprised as shortly before Christmas I had seen people on here with Lending Stream complaints that had been dealt with within a few weeks/couple of months. Have the FOS suddenly become very busy.? Do you think that the fact that I already had a complaint in (Avant) has delayed my Lending Stream one as they will look at them both together (or doesn’t that happen)? Finally, my bank statements during the loan period show lots of large-ish credits into my bank account, suggesting that I had a larger income than I actually did. This was because I was juggling money around various accounts including my son’s Student maintenance payments and loans from my mother. Ultimately I had to repay these via more borrowing from payday lenders , which exacerbated my debt problems and eventually both those sources of ‘income’ (my Mum & son) dried up, at which point I got into mortgage & council tax arrears & ended up with a Debt Management plan. Will the FOS question how at one stage I appeared to have access to plenty of money, although really I was just robbing Peter to pay Paul?
Sara (Debt Camel) says
do you think that the fact that I already had a complaint in (Avant) has delayed my Lending Stream one as they will look at them both together (or doesn’t that happen)?
That doesn’t happen.
The backlog for Avant seems large.
LS just feels random at the moment – I know that’s very annoying for you.
FOS is usually pretty good at understanding robbing Peterbank statements. But if you think they are very complicated this waiting period would be a good time for you to write a few notes on each month that will clarify what is happening.
Nick says
Thanks Sara, I guess I am just going to have to use the waiting time to get everything eg bank statements and my explanation completely ready. I’ve had complaints agreed by MyJar & Sunny without needing to go to the FOS , so it’s frustrating that LS have proved to be so difficult & unreasonable to deal with.
Cazza says
My Lending Stream complaint has been picked up in a matter of weeks. Complaint was sent before Xmas, they asked for all credit report, bank statements…etc and I’ve now had email from the women who is looking into it for me.
chris c says
In response to your Avant loan did they respond to your complaint or did they just let the clock run down? I was told by their c/s that my complaint would be responded to in good time but have had to send it to the FOS. with regards to Lending stream I went to the FOS after they rejected my complaint and got a 4-23 upheld decision from my adjudicator, I had the email on the 13th Jan to say they have sent their decision to Ls and they had until 27th to reply. I emailed ls last night and they said that they had sent and offer to my adjudicator so im waiting for her to send it to me.
Dean says
Does anyone know if pixie loans are still trading as can’t seem to find them to put in a complaint against them. Thank you
Sara (Debt Camel) says
No, went under years ago.
Dean says
Makes sense now, thank you Sara.
R says
Hi all has anyone any recent LS updates about how long they are taking to reply to adjudicators decision please? they were given until last week but my adjudicator has not received a reply yet, typical LS dragging things out. Any updates much appreciated! Was in my favour too so hope they dont make me wait too long. Thank you.
Dean says
Hi R, they replied to mine very quickly, after 12 days in fact and accepted his findings.
R says
Thanks Dean, LS probably being awkward with mine then!