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 you still owe money.
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 just because you repaid 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 solve a short-term problem. If you kept 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 ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a 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.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam, Safetynet Credit, Tappily:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Likely Loans, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory 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.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
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.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next 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.]
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.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
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 or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
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 has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate 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 – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- your loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
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 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 it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- 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 large. Here is one single loan case that was won even though it was an installment loan and the borrower had a good income. And another single loan 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. When you aren’t sure, send the complaint to FOS. This is easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2016, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2022 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally 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 TransUnion Statutory credit report
- a copy of the credit agreements for the loans if you have them. If you don’t, don’t worry, FOS will get them from the lender.
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.
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.
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!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
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.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
Tony says
Hi, 1 of 2
For loan cases over 6 years old with WDA and PDEX I have received the below from the FOS;
I am currently looking into your complaint and require some more information from you.
Payday Express has told us part of your complaint may be too late for us to consider as one of your loans was taken out more than six years before your complaint was made. I’m currently looking into what they’ve said, to determine whether or not I agree with their position.
You’ve mentioned that Payday Express loans may have been lent irresponsibly.
In light of this can you please explain the following and provide the specific dates or approximate dates:
· when you first became aware that Payday Express may have done something wrong?
· Can you provide details of roughly how long ago this was when you became aware?
Tony says
From the information I have been provided, I can see that you were a part of a debt management plan starting in July 2014 . Could you please answer the following in relation to this:-
· What happened at the time when you entered the debt management plan?
· What discussions took place prior to you agreeing to the plan?
· Were there any discussions about short term lending you had as part of the plan?
· Could you tell me what discussions took place about Payday Express and your loans with them?
Cards on the table, I would be grateful of your thoughts as I do not want to provide an inadequate response to the FOS which would result in them not looking into my case.
My answer would simply be that I was in such a mess that I didn’t know I had grounds to complain until I got my head above water with the DMP and subsequently found this website in Sept 2017.
Regarding specific questions about the DMP I don’t really know how to answer this.
Any help you can give me would be great.
Sara (Debt Camel) says
Obviously I can’t say what happened in your case. A typical response might be something like – but you have to change this so it’s accurate for you!
· What happened at the time when you entered the debt management plan?
I was in a mess, couldn’t manage my debts, I had to keep borrowing each month and it was very stressful.I decided that I had to get help.
· What discussions took place prior to you agreeing to the plan?
I was asked about my debts, income and expenditure by [name of DMP firm] and they suggested a monthly repayment of about £x which they would divide between by creditors.
· Were there any discussions about short term lending you had as part of the plan?
I had debts to Payday Express and [name any other payday loans?] that went into the plan. I think I was told to cancel the payments to them from my bank but I don’t remember any specific discussion about individual debts.
· Could you tell me what discussions took place about Payday Express and your loans with them?
Nothing that I remember – it was just treated as another debt. I wasn’t asked how long I had been borrowing from Payday Express and there was no mention of the fact that I may have had an irresponsible lending complaint against them. If there have been I would obviously have complained immediately!
Tony says
Sara,
Hugely appreciated as always, when I started these complaints I also started one for QQ and PDEX, the PDEX one was investigated by the FOS and I was awarded redress to the tune of about 2.5k, which was fantastic.
Is it worth me responding with something along the lines of;
” This complaint was raised alongside three others, one of which was investigated and settled – case ref:xxx xxx.
As the timescales, reason for complaint and information provided are the same, with the only differing detail being the lender, can the FOS case file/adjudicator please be used from the settled case as this may save you and me some time/effort?”
Many thanks
Tony
Tony says
Sorry, PDUK has been settled
Sara (Debt Camel) says
Just answer these questions with whatever happened to you. There are no wrong answers here. Typical one could be:
· when you first became aware that Payday Express may have done something wrong?
I saw a Facebook advert about payday loan refunds and googled to find out what it was about. OR a relative/friend/colleague mention that people were getting refunds where payday lenders hadn’t done proper checks that loans were affordable.
· Can you provide details of roughly how long ago this was when you became aware?
It was in about [April 2018]. I sent a complaint into xxxxx the next week then sent a complaint to Payday Express on dd/mm/yy.
Colin says
Logged complaint with QQ at start of September. Got immediate email asking for payslips/bank statements. Send information back and got another email saying they would respond within 8 weeks. After 4 weeks got another email saying they are still looking into it. So just another few weeks for their verdict.
Not overly optimistic based on responses here, so likely to go to FOS. Over 30 loans month on month for increasing amounts and total of over £6000 in interest alone paid.
Will keep you informed.
Dan says
Hi Sara
Just a bit of info about complaints against vivus v7 limited
The FOS have informed me that even though they ruled in my favour I won’t be able to receive a refund as vivus have no assets to pay refunds and the debt purchaser lantern in this case is not liable.
Was due about £150 so not a massive amount bit still disappointing.
Sara (Debt Camel) says
thanks for the info :(
Mark says
Dan,
That’s rubbish. Crappy that they can get away with that.
Will the loans to be removed from your credit record? If so, at least there will be some positive?
Dan says
Hi Mark I’ve asked lantern to sort this and have sent a copy of the FOS Letter which states the negative reporting should be removed.
Will wait and see what the reply is from them. I would expect lantern to sort this with vivus and for the negative reporting to be removed.
It’s a funny one as vivus don’t issue loans any more and sold all the debt to debt purchasing company’s like lantern and vivus are not in administration. But the FOS said they have no assests to pay refunds !
The term shady lender comes to mind !
Chris Mitchell says
Hi I have read the information regarding Wonga, I had 39 loans with them from 2012 -2014 – They are now out of the 8 weeks , and I have heard nothing about my complaint.
However, I do owe them about 5000 from a loan I took out in 2017 – They have emailed me about this, I emailed back saying I was surprised they could email about money owed but not my complaint – What is the best thing for me to do – Any advice welcome.
Mark says
Chris,
I’m sure someone more qualified will respond to you, but if I were you I would be writing to tell them that your contracted payment is no longer affordable. As you have a pending complaint which is valid and if successfully upheld will result in a refund, you will not be making any payments as there is a very real chance that you will never receive the full refund due to the company being in administration. As such your account and any recovery proceedings should remain on hold until the full complaints procedure has been exausted/completed. Failure to accept these terms will result in you taking further relevant action.
Don’t think anyone would think that stance is unreasonable.
Sara (Debt Camel) says
– can I ask if owing them 5000 is correct or a typo? It’s not impossible but it is unusually large
– did you have any amounts written off in 2014?
– do you know how much interest you paid on the 2012-14 loans?
Robert says
Hello,
I have just received a response from the FOS regarding my My Jar complaint and they have recommended out of the 8 loans i had with My Jar, the interest be refunded on loans 4-8 which is a result i am very happy with. They have given a deadline of 17th October for My Jar to accept their decision.
What are people’s experiences with how long it takes for My Jar to make an offer after this from the FOS?
Thank you for all of the help available on this website, its quite incredible!
Thanks
Robert
Stevie C says
I have just received an offer from Mr Lender. I had 3 sizeable loans back to back with interest paying of £1100, they have come back to me partially upholding my complaint and offering £630 is this an offer I should accept or negotiate?
Mark says
Stevie,
Well done. No one but you can decide wether to accept or decline, just make sure you work out how much you COULD get if you went to the FOS and they refunded ALL interest. Then work out if you are prepared to take the offer and not have a 2-6 month wait. Sadly, I’m sure there are hundreds of Wonga customers that wish they’d taken their offers and likewise there are hundreds of ppl that have waited and got much much bigger awards from the FOS.
There’s no right/wrong answer.
Sara (Debt Camel) says
As Mark says, there is no right or wrong answer.
But Mr Lender are prepared to listen to a reasoned argument as why you should get more….
So, could you list details of all three loans. If you repaid the last one , can you say for each of the three loans:
amount borrowed, amount repaid, date borrowed, date repaid.
If you still owe money on the last one, give the above infor for loans 1 and 2 and for loan three say how much your bowwed, date borrowed, and how much (if anything) repaid.
Stevie C says
All 3 loans were repaid in full although the last one went into a payment plan. Eventually paid off June this year.
Loan 1 I paid £155 interest
Loan 2 I paid £330 interest
Loan 3 I paid £641 interest
So in essence they are refunding loan 3. All 3 loans were taken days after each other.
Sara (Debt Camel) says
So the second loan was probably much bigger than the first? If it was it may be worth suggesting to MrL that you think that second loan should be refunded as well. It would also help you case if your credit record would have showed a lot of other payday loans and/or recent missed payments, defaults at the time you applied for the second loan.
But actually it’s not a bad offer at all and you may not get any more by going to the Ombudsman.
Tim says
Hi Sara
I have had a response from the ombudsman for my smallest claim advising that they are asking the company to refund the following – what I don’t understand is that on 2 of the loans (the first 2) the amounts repaid are lower than that of the amount borrowed but I don’t see how this can be possible as I made all of the repayments to my jar . Are you able to advise? Would you also be able to provide an estimated refund amount based on the below?
Borrowed vs repaid
100-61.57
100-51.05
400-499.20
125-139
Sara (Debt Camel) says
who is the lender and have they sent you a list of your loans and what you paid?
Tim says
Hi Sara, lender is myjar and no they haven’t as I went through a claims company originally who I instructed when this went to the ombudsman that because I had had no response from them I would be dealing with all claims myself now ( which they accepted)… the only reason I can think of would be because they were borrowed over several months as the column in the email from the ombudsman is titled “highest repayment” but there is no total amount repaid- I have asked the ombudsman for this info so may be a case of waiting for a response from them – thanks
Sara (Debt Camel) says
ok, it’s hard to guess what is going on. If the loans are all pre 2015, the second column could be the interest you paid rather then the full amount?
James says
So… Got ‘we have been unable to resolve your complaint in 8 weeks’ emails from WDA and PDUK/Money Shop.
WDA are now two weeks late (thought I would give them a little extra) and PDUK responded on Monday.
I want to escalate these to the Ombudsman…but…I no longer have the complaint letters I sent (I was paid off and lost access to the files last Friday). Can I complain without these to FOS? Any suggestions/advice please?
Mark says
James,
Yes you can complain.
You have the final response letters which proves that you complained and the lender has exhausted its compliments procedure.
Just explain in your notes to the FOS why you don’t have your complaint letter, they willl get this, along with all the other case files from the lenders anyway.
James says
Thanks, Mark!
Julian says
Can anyone tell if my credit file said settled or satisfied does and the balance as £0, does that mean I paid the balance off? I got final response from Mr lender who are not upholding my complain on grounds of responsible lending but said I did make arrangement with them to clear off my last loan but they received 3 payments from and pass the debt to latern debt company who told them I owed £1,333 which I don’t recall but don’t think that is right either. Mr lender said they would wave the £1,333 amount and allow me to pay off the original balance loan balance of £550, but I think I paid this. My credit file shows the account was shows a default of £850 but the balance was showing as £0 and said the load was settled or satisfied. Does that mean I paid it off?
Thanks for any advice
Sara (Debt Camel) says
It’s best to ignore what your credit records say here as they aren’t reliable.
Have you made ANY payments to Lantern?
Have you asked Mr Lender to send you a Statement of Account for the last debt (you may as well ask for the previous two debts as well)?
Do you have your bank statements for this period?
Julian says
Thanks Sara.
I just check bank statements and loan history which they provided. I had 4 loans in total. Interest came to £829. I can see I paid 3 back completely. The 4th was taken on 29/05/14 for £850 as the capital borrowed. according to them it was sold to DCA but that I also paid back £255 in interest, £17 admin fee and £45 late payment fee.
Bank statements then show I made 3 £100 payments 1 in July and 2 in sept 2014. So balance is £550 which fits with what they are saying. I’m not sure why lantern told them balance was £1366. It’s all a bit confusing but something just doesn’t feel right. I don’t recall paying lantern the DCA. Either way with the balance if owe it at £550, the interest still total £829. Should I still raise with the FOS? Also can I ask lantern for all records they have on file for me by making a SAR request or is this opening a can worms? Another provider PTP told me they also sold my debt to Lantern which I want to check. Thanks Sara
Gerry Devlin says
I do have a few follow up questions though , MyKredit have already replied stating “We have received your e-mails and documents regarding the complaint. Here is our response:
The necessary checks on the credit records were carried out during your application. Your credit files and income were enough to be approved for our short term product and your account stays in good shape. The credit limit has been set up due to this information.
You have been a regular client here for over 2 years who always repaid on time or even earlier and did not inform us about any financial difficulty or you did not show any sign of financial difficulty.”
So they are pretty much closing me down , do i now go to the Obudsman and if i do , is it safe to send them copies of my Bank Statements , wage slips etc , is there a obudsman template to download as i am not sure what to state and outline what evidence i need to present to them.
Sara (Debt Camel) says
Did MyKredit say this is their decision and you now have the right to take your case to the Ombudsman? How long since you put your complaint in?
Gerry Devlin says
Hello Sara , sorry for the delay , because i had most of the information on file already i proceeded to stage 2 letters with most of the 8 companies , my Kredit have came back within 3 days with above statement and also the below which i did not paste above , not only are they
complying they are shutting me down “You were fully informed of all the terms and conditions of the limit he used, the lending was affordable so we find no valid ground for an irresponsible lending claim or to make any refunds in your case. You do not have any outstanding loan however now your account has been closed permanently due to your claims.”
So i think i have pretty much burned my bridges with them ,they did however provide the FOB details at the bottom of the email so i think
i should proceed to them with attached bank statements having read the other comments posted , however i would like to know
if anyone has been shutdown like this before
Sara (Debt Camel) says
Yes some lenders reply very quickly rejecting a complaint.
Gerry Devlin says
Thanks Mark
Quickquid/pounds to pocket have also replied and they are asking ” Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
Again is it safe to send the payday lender this level of information or should i decline this invitation and proceed straight to the obudsman ?
Any advice , feedback would be greatly appreciated
Mark says
Gerry,
No need to send payslips. The FOS won’t request these either. Just ensure your bank stats show your income.
I think you’re more likely to get your complaint upheld if u send bank stats. But it’s no guarantee. I refused to send stats to 8 lenders, all had complaints dismissed. Then sent stats to the final 4 and 3 got upheld without the FOS.
However you will need to send them to the FOS, so either way, make sure you have bank stats covering the range 3 months prior to the loan, up to 1 month after (so if the loan was paid out 25/06/2014, u need to send stats from 25/03 – 25/07), for each loan.
Gerry Devlin says
Thanks Mark
I have begun to gather the data for sending , i had to get the bank to send statements from 2016 as online records only go back a year.
I have begun with mykredit as they quickly not only shut me down but closed my account for complaining (No big Deal i have managed to break the cycle of dependency on these lenders and no longer use them) i was able to get the data from them though thanks to template no 1
49 Loans from 2016-2018 , borrowed £8,800 with £1,127 interest on all of them , but their statement shows almost a continuous cycle of payments & borrowing which paired with my bank statements show continuous borrowing & paying off other vendors , its actually grim reading when i look back at my bank statements now, most of my salary can be seen paying off multiple loans each month and also show larger amounts borrowed to pay off other loans the bank statements show all of this
Allison says
Well exactly 6 months to the day that Mr Lender rejected my adjudicators findings I have my decision from the ombudsman. He agreed with my adjudicator completely. All loans 2-5 and from the third rollover of the first.
For anyone that is worried that they lied on income and expenditure – my ombudsman decision clearly states that the onus was on them to make checks and not just go on what I said.
That’s all my claims done and dusted. Started in January. Everyone of them went to FOS and I won them all but two and a half loans out of 47! This half a loan, my first from Wonga and my last from QQ. I could have argued the QQ one – they countered the adjudicator but I didn’t want another 6 month wait.
Now just to clean up the credit returns – lending stream say it takes them 45 days minimum and I can close this sorry chapter of my life.
Thank you Sara for all your help and assistance. My local cab have had 20% of my winnings – I’d have paid that to a claims company if it wasn’t for you so I’ve given it instead.
Good luck everyone else. It’s worth it in the end.
Sara (Debt Camel) says
“Thank you Sara for all your help and assistance. My local cab have had 20% of my winnings – I’d have paid that to a claims company if it wasn’t for you so I’ve given it instead.”
much appreciated!
Mark says
Allison,
Brilliant news and very helpful info regarding I&E forms.
Well done on the donation and congrats.
Baz says
Adjudicator has asked for my credit file? I cannot get past the security questions on noddle. I have no idea what a mail order account with a credit facility is and this keeps comin up as a security question. Is there another credit file agency i can use?
JD says
What about clearscore?
Mark says
Baz,
Noddle is the most comprehensive report as other don’t show ALL pay day lender loans. So I would contact Noddle and try to resolve that issue. If you cannot do that, you can always advise the FOS of this and ask them to get the credit check from the lender involved as that would be a more representative of the situation you were in at the time anyway.
Either way, don’t panic, the FOS are able to deal with these types of situations, you are not alone.
Sara (Debt Camel) says
Unfortunately ClearScore is of less use as few high cost lenders report to Equifax.
I suggest you try getting a statutory report from CallCredit see https://www.callcreditstatreport.co.uk/
Tara says
Baz
Do you have or had a catalogue like very or littlewoods that you had a credit account with? This would most likely be what they want the answer to. The catalogues name.
Claire says
I couldn’t log in to my noodle account so I emailed and was sorted within 24 hours
Jamie says
Hello, ive just had my loan information sent back from MyJar. I took 33 loans from 2013-2016 interest totalling almost £3000. The final loan i paid on a repayment plan because of the financial mess i was in! They have asked for bank statements, payslips etc to which i refused saying its personal information however i would send the FOS anything they require if neccecarry. I had a failed IVA in 2016 (which i no longer hear anything about) so im wondering if my case does go all the way to the FOS will any refund go to my old IVA firm? So should i just take any offer the lender offers me? Thankyou
Sara (Debt Camel) says
Some people have had problems with refunds going to their old IVA firm. Some haven’t. I don’t remember a case where the IVA had failed.
GM says
How good are Myjar with negotiation?
£6.7k borrowed consecutively on 32 loans from 2011 up to 2014, with a few breaks in between, £1.1k in interest paid and they replied that: “Under DISP rule 2.8.2 lenders are generally not required to consider complaints about loans that were repaid more than six years ago, we have therefore not considered loans older than 6 years ago in this investigation.”
So they only partially uphel on a loand from £500, meaning £85 compensatiopn plus £29 interest… ridiculous!
Sara (Debt Camel) says
Negotiating is only really worth it if there is an OKish offer you are trying io improve a bit. That one sounds too far away to be worth bothering with.
Mandy says
Hi there,
I have quite a few complaints with the ombudsman at the minute. I have had 3 of them back from the adjudicator (wage day advance, sunny and quick quid) saying that they don’t think the business did anything wrong, mainly because of what I claimed my financial commitments were at the time. They say the fact that it was my first loan it would be fair for them to rely on information I provided. However if they looked at my credit file they would have seen that the information wasn’t correct due to the high number of unsecured debt I had. They say if I would have continued to borrow then it would have made sense for them to do more checks. For some of them I did continue to borrow, in a relatively short space of time which I think should have been a give away. They keep claiming that individually the repayment for the specific loan didn’t represent a huge proportion of my income. Whilst this might be true, everything else that was going on financially (other outstanding loans and regular borrowing repayments) made it impossible to pay everything back and then pay rent, bills, etc.
For quick quid the adjudicator has claimed that they didn’t do enough for my third loan. But because I indicated my monthly income had increased but my expenditure hadn’t (again not true) even if they did the checks they would still have approved it (irresponsibly).
Do I have more of a case here? Is it worth escalating for a final decision or should I just close the cases?
Sara (Debt Camel) says
So WDA and Sunny were all cases with just one loan from that lender? Not rolled? Unless it was very large compared to your income, you are unlikely to win these cases.
QQ – how large were each of these loans? And what was the gap between repaying loan 1 and taking loan 2, and between loan 2 and 3?
Mandy N says
Yes WDA was just one loan, Sunny was 2. I went back to Sunny and explained that at the time I applied for the first loan I had almost £20k of unsecured debt, half of which had been taken out in the two months prior and one month after the first loan. They came back and said that Sunny should pay the interest and charges.
For QQ it was £150, £150, then £550 and it was month after month. Similar situation again in that they were taken out around the same time as 3 major loans for £3000, £2000, £2400 and £1000.
Sara (Debt Camel) says
WDA not worth pursuing this one. So the adjudicator has changed their mind on Sunny?
The QQ one looks worth continuing with. So you said your income had increased, but why then would you need a much larger third loan? This should have made QQ look more closely at your situation and then the large amount of other borrowing should have told them to stop.
The large loans, have you looked at complaining about them too? Certainly the ones you took out later, so the lenders would have seen the previous ones? See https://debtcamel.co.uk/refunds-large-high-cost-loans/
matt says
UPDATE
Adjudicator upheld my complaint 2 weeks ago and gave Uncle Buck until 3/10/18 to respond. They have heard nothing back and now FOS say they will give them another 2 weeks!
Frustrating
Sarah says
I have cases with the FOS and they are requesting a copy of my credit report. But I’m struggling to get hold of anything older than 2016 :/
Anyone else has this issue? Or know anywhere I can get hold of my full credit report?
I’ve got equites, middle, Experian and clear score but there no good
Thanks
Sara (Debt Camel) says
The FOS only wants a copy of your current credit record. If you can go back any further, that is a bonus. The best one to use is usually Noddle as payday lenders tend to report to CallCredit not Experian or Equifax.
Chris says
Hi everyone, so I’ve heard back from Payday UK(Moneyshop) this morning.. this was due to me sending a follow up email last night directly from my email account and not via Resolver. I included all information such as the Resolver reference etc into the email. I did this as it’s 3 days until this is escalated to the FOS (8 weeks) to see if there’s any joy and and behold they replied!
They’ve come back advising they’ll investigate and that it’ll be 8 weeks until a final outcome is made. However I countered this as I made the initial complaint 19th August via Resolver so how can they justify by advising another 8 weeks when they should’ve seen my complaint as they did respond to it a few weeks later on Resolver?!
Hope that makes sense…
I’ve told them all this and stipulated that they are to respond within 3 days (8 weeks on Saturday) otherwise it’ll be escalated to the FOS.
Cam says
Usual template letter
Emma says
Just another of their template reply. Whenever you ask for an update they just reply with an automated template.
Jason says
Hi guys,
For anyone who had a adjudicator at FSO once they started asking you details about your outgoings how long to you hear back from them? Two weeks ago mine got in touch and I replied and heard nothing since? Is it more a case of waiting months? First case TIA
Dab says
Hi mate I had a request of outgoings for my complaint against Quickquid on th 10th August then my next reply was on the 30th August and then they decided in my favour and asked QQ to respond on the 24th September. Each time it was a different adjudicator. I know one of them left the service but I’m not sure about the next time. That’s my timeframe bit obviously it may differ.
Jason says
Thanks for replying. Mine is QQ aswell. Did they agree with you adjudicator or was it drawn out even longer? Started all this in Jan just eager to have it sorted out now
Dab says
No problem. The adjudicator emailed me the letter she sent to qq on the 24th September stating that they should refund me. She has given them until the 8th October to reply. So I’m guessing they will leave it until the Last minute as I haven’t heard anything since.
Kate says
Hi all, so u have sent my emails to Lending stream, sunny, ferratum and uncle buck today using the template. My lending steam alone has been 40 loans between 2015-2018 totalling 8k so guessing it’s goinf to be about 12 in total with the others. Has anyone had any direct experience with lending stream with timing? I have a note of all the loan dates and amounts. Anything else I can do to speed it up?
Chris says
Hi Kate,
You’ll need to wait 8 weeks before you can take it any further (going to the FOS).
I’ve also got outstanding complaints with Lending Stream – they don’t seem to be acting any quicker than my others. Still, they all have a remaining 3 days before this is all escalated to the Ombudsman . I guess the timing is due to the high volume of complaints. And to be honest whilst it can be frustrating to be waiting heaven and earth for an outcome I’m actually liking the fact we’re all placing these sharks into an uncomfortable place of their own which needless to say is where alot of us were when we were either struggling/misled and so fourth.
Sarah – apologies for jumping on your wagon by replying :)
Tim says
Hi Kate
In my experience Lending Stream are just about the worst lender when it comes to this, they leave it until the very last day before responding and usually don’t uphold the complaint, then it’s a case of waiting at the ombudsman. I sent my complaint in May and it’s still at the Ombudsman now. Good luck :)
Anita says
Sarah
Please advice. I have sent a complaint to Cash Genie and got a acknowledgement from Ariste Holding limited. Just trying to find any telephone numbers to them and none that I have found on the Internet seems to be correct. Any suggestions as ⌚ limit has nearly gone I would like to speak to them
Chris says
Hi Anita
Not too sure you’ll get very far. Ariste Holdings are in liquidation – accounts are well overdue which doesn’t look good. Their Cash Genie does advise to send them a complaint though which I assume you have? Telephone 03333660023
Hope this helps.
Anita says
Many thanks. The email I got from them says they are investigating. Sounds promising but don’t have Michael hope. Thanks for the number. Will call them and will keep you posted
Chris says
All the best Anita. Most of us are in the same boat.
Wish you a great outcome.
Anita says
It is me again.
Do you know what name is Safe loans operates under? Just have found they are in my DMP, it is a payday loan I presume but can not find any details on the Internet.
Sorry for being thick
BaHumbug says
Not being thick! The FCA register is useful here, it states that for Safe Loans, you need to email your complaint to mark@sllcapital.co.uk
Adam says
Hi, I am just wondering is it worth sending a complaint to MrLender who I currently have an outstanding loan with but have had no previous loans. Not about getting a refund but in the hope of the debt being written off or should I ask for a payment plan? At the time I took out the loan my credit file would have shown the amount of current loans I had with other companies and that I possibly would not be able to pay it.
Should I send a complaint or just continue to pay it?
Mark says
Adam,
“is it worth sending a complaint to MrLender” – 1 or 2 loan cases are much harder to win, but all cases will be assessed by the FOS (as it will likely end up with them), on their individual merits. So, as long as you are prepared to write a couple of emails and a few months wait, you have nothing else to lose.
“in the hope of the debt being written off or should I ask for a payment plan?” – This sounds as though you are not in a position to afford the weekly/monthly payments? If that is the case, cancel the CPA, so they cannot take money from you without authorisation and write an email advising them that you cannot afford to pay and you wish to set up a reduced payment plan.
Sara (Debt Camel) says
1 loan cases are hard to win. To help your case, in your complaint to Mr Lender I suggest you include a copy of your credit record and point out all the other lending that you had at the time you applied for this loan.
The most you would be likely to get is for interest to be removed from the loan and for a payment arrangement to be set up – not for the balance to be wiped (unless you have already repaid more than you borrowed?) but that would be a good result for you,
Even if you can’t get the interest removed, it is better to get a payment plan agreed so that the repayments are affordable and you don’t have to borrow again. This is the only way to end your reliance on high cost credit.
Unlike Mark I would not encourage you to take a one loan case to the ombudsman unless there is something unusual about it – perhaps it was for a very large amount of your income?
Adam says
Thanks for the helpful replies.
The loan amount was for £250, so far £118 has been paid aswell as a £49.60 interest only payment, currently have 4 More monthly payments to make of £94.80, £89.60, £74.00 and £62.40, I have just checked my Noddle report and can see from my report that I was borrowing quite a lot from Ferratum and quickquid within days/weeks of each other so they should have seen this.
I will email them with this Information and see how it goes.
I emailed Ferratum a stage 2 letter and have yet to receive a reply even to acknowledge my complaint, do you know what they are usually like to deal with?
Mark says
Mr. L writ off my outstanding loan of around £750 following a Complaint. I’ve had about 4 others which they done nothing about.
Lou7 says
Hi
As anyone had any luck with avant credit, 118 118 money or onstride financial? I have only had one loan with each of them but they overlapped and had PDL’s at the same time just to stay afloat. Any information would be greatly appreciated.
Tim says
Hi Lou7
I had a loan with 118 and when I complained they said that they didn’t think they had done anything wrong but because they had a technical issue and couldn’t find my file they have removed all interest from my loan and also repaid the interest I had paid to take off the balance- not sure if this is just a ploy they use but I asked them to remove any negative information aswell which they did
Mark says
Lou7,
Yes, I had success with 118118money (1 loan). They upheld my complaint, refunded all interest, which was then deducted from the balance of my outstanding loan and I am now repaying at £10.00 interest free.
They have been BY FAR the best co. to deal with (out of 12), they met all their deadlines and I didn’t need to use the FOS.
If you are going to complain, I recommend in your first complaint letter, instead of just asking for loan/account/statement details, you also request ALL documentation that they used in assessing “creditworthiness and affordability”, as then you SHOULD get your credit check, which was vital in my case.
Good luck!
Sara (Debt Camel) says
See https://debtcamel.co.uk/refunds-large-high-cost-loans/ which has a different template letter for complaints against these bad credit large loan lenders.
Lou7 says
Thanks Tim, Mark and Sara. Your info is greatly appreciated
Michael Nelson says
Hi Sara,
Just a brief update, I have received a response from Satsuma which basically summarizes the two loans I currently have 2 Nr £100 taken in June/August 2018. Information includes their apparent breakdown of the affordability carried out at the time, and mentions that they referred to various credit reference agencies. All information was contained within their emailed response finishing with that they are unable to uphold my complaint.
I have responded to them with the 2nd Template, reiterating my adverse credit position and rating at the time. I have as yet received no response, but do I assume I wait till I do so before progressing?
Michael Nelson says
In addition to Satsuma I have also received a very brief response from Mr Lender which included a PDF breakdown of the one currently active loan for £200, broken down briefly as Funds Transfer date 8/618, Capital Paid £66, Interest Paid £138.17, Balance Outstanding £154.54, Credit/Affordability Checks Carried Out – Yes to both.
I am I right to assume I proceed with stage two?
Thanks again
Nikki says
My case with WDA has been sent to an ombudsman as they haven’t replied by the deadline. So frustrating that they just seem to drag it out. Makes me worry that they will go like Wonga.
Sara (Debt Camel) says
You may still get a response from them in the next couple of weeks, before case is picked up by the Ombudsman.
Ben says
Finally had response to my SAR from Moneyshop. Only provided information for Payday UK and not Payday express or Moneyshop loans. They provided this information one day before the 8 week deadline to complain to FOS. Have explained I had other loans and even gave loan numbers and customer account numbers. Have given them one more week before I escalate to FOS. On a positive note received payout from one month loan / sunny. Handled through Elevate credit and paid approx one week after offer!
Ben says
Hi Sara Money Shop have now provided the info this afternoon for all accounts including cheque lending in Moneyshop stores from 2005/2006. Is there any chance of reclaiming any of this money or not as I’m sure you mentioned 2010 as an absolute cut off point?
Thanks Ben
Sara (Debt Camel) says
Well you can try, but so far as I know the Ombudsman will not look at loans before April 2007.
Neil says
Hi Sara,
I am looking for a little bit of advice if possible? I have had my adjudicator come back to me about one of the companies i have a compliant against. They ruled in the companies favour. I had 2 loans with them, the second one for more than double the first and only 2 weeks after the first was paid off. I was getting payday loans from 2-3 different companies every month for between £450 and £800 for at least 6 months before the second loan was issued. I’m not too sure the best way to proceed with it, as i think if they had done a credit check they would have seen all the other payday loans and should have refused the loan.
The first loan was £300 over 3 months, and the second one was £700 over 3 months again, and the end of 2015
Thanks in advance Neil
Sara (Debt Camel) says
ok that is a big jump. Is this a final decision from the adjudicator or can you go back and make more points?
Neil says
It’s not a final decision.
Sara (Debt Camel) says
Then I suggest you go back and say that you think the second loan application, for an amount which more than twice as large, should have prompted the lender to look more closely at your situation. If they had checked your credit record they would have seen at the time of the second application you had the following high cost short term credit open: x,y,z. This should have warned them that the second loan would porbably not be affordable and would force you to borrow more elsewhere.
Tim says
Hi Sara
Please could you explain how the 8% simple interest is calculated when the ombudsman rules in your favour? I have had a complaint upheld at the ombudsman and am due around £650 back from a lender from between 2016 and 2018 but have no idea how to go about working out the interest element of it.. thanks
Mark says
Tim,
Simple interest is calculated at 8% per year.
So, if you are due a refund of £100 from 2015. You would get £8 for 2016 and £8 for 2017. Total £16.
That’s not EXACTLY how it works, but is as close as I can explain in 500 characters. :-)
Hope that makes sense and helps?
Claire says
Hi,
Can any one tell me how reliable myJar are at providing loan info? Sent my first request on the 17/09 but haven’t heard anything back.
this website is fantastic, I’ve contact 8 companies myself, 4 no response so far but 4 have provided information requested and I have gone back requesting interest and charges repaid etc. just a waiting game now! :)
apprehensive about going to Fos about fear of being judged but from what i’ve seen they appear to be lovely!
thanks!
Tim says
Hi Claire
Don’t be apprehensive about going to the FOS, they have probably seen a lot worse. I was in a payday loan cycle for around 6 years due to a gambling problem, I have taken to cases to them and even though my bank statements are hundreds of pages long with thousands of pounds of gambling transactions on there, they have not once judged me or sounded like they were judging me, in fact the opposite, they asked me if I needed any help now and have been so friendly. Don’t let it get in the way of getting back the money you could be owed :)
Good Luck
Claire says
Thank you! not expecting results from everyone ive wrote to but some would be nice towards the house deposit so fingers crossed!
Jane says
Hi Claire,
I sent my complaint and request for SAR to My Jar on 30th August. They replied with loan details on 11 September with a request for additional financial information at the time I took out the loans (3 in total), payslips and bank statements.
I mailed my credit report and several bank statements highlighting debt payment plan arrangements etc. I used this as an opportunity to provide further details to support my case.
I had a follow-up email on 27th September explaining they were still investigating and a full response would be with me before 25th October.
I presently have an outstanding balance and they have not pursued me since I stopped making payments.
Personally, I would rate them as one of the more professional companies I have dealt with. I have 8 complaints on-going!
Claire says
Thanks Jane, i have sent them another email advising I am still waiting. hopefully that will give them a push, although i expect it could be because my loans are over 6 years old but still worth a try!
Tim ber says
Hi Sara
Just wondering if you could help with some info.
I’ve had my claim upheld against moneybox247 for 17 of my 21 loans from them.
The letter was sent to them Thurs and they have to agree to it. I’m going away for 10nights as from wed this week. I’m probably not Gunna be contactable for that period of time. Just wondering if you or anyone for that matter have dealt with moneybox247 and how long they usually take to get a back to the fos?? If its while I’m away I may not get an email or phone call. But if they usually quick about it I may get their answer before wed.
Thanks in advance
Sara (Debt Camel) says
Is this an adjudicator decision?
Tim ber says
Yes it is. She sent email with her decision on thursday
Sara (Debt Camel) says
Well you may be lucky but Moneybox 247 are not known for their speed. I suggest you tell your adjudicator on Wednesday that you are going to be out of contact for 10 days.
Tim ber says
Ok thanks for the reply.
I’ll give them a ring Monday morning
Tim says
Does anyone know how long it takes Uncle Buck to pay out after the adjudicators ruling?
Thanks
K says
It took them a week for me and this was only last week I got
Tim says
Thanks K… was that a week after the adjudicator made the ruling or a week after the deadline for then to respond was up? Apologies for all the questions :)
Sue says
Hi Sara
I have a complaint with the FOS regarding Loans2go and it is with the adjudicator who has just sent me this –
I’m still waiting for the information I’ve requested, and they’ve said it could take a couple of weeks to provide it. I’m discussing your case with senior colleagues as to whether we can proceed without that information. It’s unlikely we’ll be able to do issue a decision unless they can provide something.
I’ll come back to you next week with what we’ve decided.
Am really annoyed as Loans2go are just delaying all the time. The Adjudicator told me the other day he wouldn’t give them any more time after yesterday’s date and then this? Surely if all company’s did this and the FOS took this approach no one would get anywhere?
P.s It was made priority due to health reasons, they have copies of credit file, statements and loan details. It was a logbook loan
Sara (Debt Camel) says
Can you say how long it is since you sent the case to FOS? Also were Loans2go aware of your health problems?
Sue says
Yes Loans2Go are aware.
FOS has it for a month but told me they weren’t going to give Loans2Go any extra time as they are dealing with it as priority but then they sent me that response!!! Surely they can decide if the company doesn’t send info otherwise every company would do this
Sara (Debt Camel) says
The problem is that the overall case may be progressed faster by waiting until the FOS has the case file. It’s rare for FOS to give a case priority, they are obviously trying to be helpful. I understand this must feel irritating, but give it another few days and then ask what is happening?
Sue says
Thanks Sara
Chris says
Hi
QQ had initially sent me an email regarding my SAR request to which I was required to login on their website.. however I am unable to do this as it intermittently takes me to a blank page. Already discussed this with them and they said they’re working on it and will email me once resolved.. Though, the SAR email they sent me advised that I have 7 days in which to access the Information (now it’s 5) – I expressed this to the lady on the phone.
Fast forward a few hours I received another email – this time from their collection department. Advised me that the account had been passed over to MMK UK (I wasn’t aware of this) – and that I should contact them regarding the account. This to me seems like they’re now not willing to assist with my SAR request?? 1. They’re the lender 2. I’ve had no dealing with MMK UK 3. I’m within my rights to have access to all information held against me by QQ and 4. Why would they now decide to start being awkward?
I’ve advised them that failure to provide me with my SAR request that I’ll report them to the ICO (whether that’s right or not) and see what comes of this.
I’ve also got a complaint against QQ for affordability that has 1 day remaining before it can / will be escalated to the FOS – this is looking very likely as they’ve not responded at all apart from the usual generic email.
Any thoughts?
Sara (Debt Camel) says
The SAR thing sounds like some form of system error they are trying to resolve. It’s annoying but I can’t see how delaying this for a few days helps them so it’s probably “just” an error.
MMK – are they in house debt collectors? Do you owe a balance? If they are, they this is probably automated and nothing to do with the SAR or responding to your affordability complaint. If MMK contact you, tell them the debt is under dispute.
The Affordability complaint is what really matters. So wait and see if they reply.
David says
Hi,
I complained en masse to the 11 pay day lenders I had used, back in March 2017. I’ve received 3 ‘final responses’ from Quickquid, Wage Day Advance and Wonga, all in April 2017. To quick quid and Wonga I have no outstanding liability, but to WDA I did, so I complained to the FOS in October 2017 and received a positive outcome in January 2018.
Now, is it worth going to FOS with the final response being over 6 months old? To be quite honest I haven’t had the time as I work 7 days a week and raise 2 small children, and I did not realise that each lender had to have a separate complaint. I figured if they were going through my bank statements to rule unaffordability they’d do it all in one go.
I’ve just sent chasers to those that responded with ‘statements of account’ but no final response, in the hope that I can get those to the FOS ‘on time’
Many thanks.
Sara (Debt Camel) says
Is it worth going back to WDA and QQ? Not f your complaint to FOS only mentioned Wonga. Even if you did think FOS would look at these cases as well as Wonga, you should have realised by January that this wasn’t happening.
But if your complaint to FOS did mention all three lenders, including saying you had rejections from them, then FOS should have told you you had to make seperate complaints. So it would be worth going back to FOS.
But if a lender just gave you the list of loans and never sent you a final response, telling you you could go to the Ombudsman, then go back to the lender and say this, ask for their response and take the case to FOS immediately
Jojo says
Anyone heard on cash genie pay out date yet ?been waiting since July ? Thanks
John M says
Hi Jojo,
I have been waiting since June as have a few others on here. Last response I got last week was as follows:
The Liquidators are reviewing when they are able to pay a dividend.
As soon as I have further news for you, I will email and let you know.
Hardly a ringing endorsement that we will get the money anytime soon.
Not sure what the situation is regarding this. Once we have accepted an offer, not sure how quickly they are required to pay and clearly a different situation as it is from liquidators so not sure what the legal requirements are here.
Jojo says
Thanks for that info yes I am not sure either ? Thanku again
Mark A says
Anyone know what lending stream are like with paying us out..?
I had one loan at a vulnerable time and interest i paid was only £51.. Is it worth even bothering to try and claim?
Thanks
Sara (Debt Camel) says
one loan cases are hard to win and for that little interest I am not sure it’s worth trying
Laurence says
Hi Sara
What is your advice on how long to wait/next steps on not receiving a SAR?
I have heard nothing from
Uncle Buck even though it has now been over 6 weeks since I requested a SAR from them.
Not even an acknowledgement or automated response.
Stage 2 letters in with three other lenders and I’m waiting for the infamous QQ to provide me a SAR too.
Will keep you posted
Thanks
Laurence
Andy says
I’d suggest giving them a call.
Ive had an automated acknowledgement email from UB when first submitted, followed by an email giving me a reference number. Then received an email on 4 weeks stating they were still working on it.
8 weeks up tomorrow so expecting a response today/tomorrow if not I will chase.
At least if you call them you can confirm they are working on it.
GM says
They can’t take that long for an SAR. The ICO is clear that it should be done in a month, so email them by quoting the ICO guidelines and threat to deposit them.
Did that with payday UK and they replied in less that two hours
Laurence says
Thanks
Ive sent 4 chasers now and threatened IOC but this all appears to have had very little impact.
I’ll try giving them a call tomorrow to see if that prompts anything.
nikki says
Accepted an offer with Wageday advance this morning through FOS. Does anyone have timescales on how long it takes to receive the money typically?
John M says
WDA need to get in touch with you now to get account details etc so give them a couple of days and they have to pay the money within 28 days of you accepting the offer so clock is ticking from now.
Some companies are quicker than others. My WDA experience was good and they paid quickly but I have seen others be less speedy.
GM says
How long did it take from the moment you sent the WDA complaint to the FOS and their offer?
Thanks
nikki says
I went to the FOS the first week in June, My adjudicator gave her response on 3rd September. WDA kept asking questions about her view but then sent me an offer on Thursday. So around 4 months for me. My quickquid one was alot quicker than that but I know some people have waited alot longer. I only had 2 loans with QQ and 3 with WDA though so maybe depends on the number of loans.
Sam says
Hi, I sent my complaint to sunny around 6 weeks ago. I received and email back the next day saying it was being looked into and I should hear a reply within 8 weeks. I was wondering if anyone had any experience with sunny, how long it takes, are they likely to pay out etc.
Kirsty says
Hi Guys,
Can anyone help me? I applied for refunds against my sunny loans dating back to 2015, i must of taken out over 7k in loans over the years.
I wrote to sunny who just laughed in my face, it has now gone to the ombudsman, this was back in july and they still haven’t sent over the details for the ombudsman to allocate it to someone.
With all this i have had to take on a iva as my debt was getting to much, im guessing if i get a refund this will be paid direct to my iva?
Sara (Debt Camel) says
You started an IVA after you put in the complaint? how large are the debts in your IVA?
Kirsty says
The iva people are meeting with my creditors on 16th October
They’ve already taken a months instalment from me before it’s begun.
I made my complaint months before I applied for an Iva. My debts were totalling 14k
Sara (Debt Camel) says
If you got a good refund from Sunny, would you still need the IVA? Have you looked at whether there is any PPI to reclaim? What was the urgency about the IVA, it would have been best to get any refunds sorted first, now if you get a refund it will go straight to your IVA and it will NOT reduce your IVA payments at all. Was your IVA firm aware you had put a complaint in?
kirsty says
No, i don’t even know how much my refund would be because sunny wont give the ombudsman details.
I just couldn’t live the way i was anymore, i take home 1900 and my debts were swallowing up 800 a month.
My iva hasn’t actually been finalised yet, they are meeting the creditors on 16th, i may not be eligible for one.
Just shouldn’t of bothered with the refund i guess. its my own fault but never mind, will never get into debt again.
Sara (Debt Camel) says
ok, can I ask how much your monthly repayments will be to the IVA? and are you buying or renting? and do you own a car?
M says
I have had a response from Myjar today.
the 5 loans I had with them each one they checked to see what my income and outgoings where. And because I had put I could afford it and that my income is way higher than my outgoings even though in reality this was not the case and I only did this out of desperation to get accepted. They are rejecting my complaint.
My loan history was only 5 loans ranging from Jan to august 2018 . The total amount of intrest I paid was £1738.12
They said – At the time, you took out your loans with us, we undertook a number of checks which included searching on public databases, completing fraud checks and credit scoring. We also relied upon the information you provided concerning your budget and personal circumstances in the application. We collected your income and expenditure breakdown.
Each time you borrowed, we asked you to confirm or update the information that we held about you and you did this on a number of loans occasions.
At no stage did we allow you to rollover any loans and each loan needed to be repaid in full before a new loan would be offered
My question is do I go to FOS? Or are they right it was my own fault? If I went to Fos what would I get paid?
GM says
I had exactly the same reply from the 32 loans I had between 2011 and 2013. Thy only upheld one though.
They never did any check as the loans were repaid and could be applied for immediately after a quick text? They haven’t done any checks!
I would try and negotiate and if they reject, go to the FOS.
Mark says
M,
It’s a standard template letter. It’s designed to prevent ppl taking their complaints further – i.e. save them money!
Send straight to FOS
Paul court says
I have received a full and final offer from piggy bank but they have included this in their email, will this cause me any problems if I am to accept the refund. Thanks
Please be aware that it is your responsibility to ensure that the figures provided on the application are accurate and true, otherwise this could be seen as a deliberate misrepresentation, misstatement or omission of financial data for the purpose of misleading the lender. The T&Cs that you agreed to, mention fraud and a fraudulent application; ‘If you give us false or inaccurate information and we have reasonable grounds to suspect fraud or we identify fraud we may record this and may also pass this information to FPAs and other organisations involved in crime and fraud prevention to prevent fraud and money laundering.’
Should the investigation indicate fraudulent conduct, we will be submitting your details to Fraud Prevention Agencies and other organisations involved in crime and fraud prevention to prevent fraud and money laundering. You must be aware that this may make obtaining credit in the future more difficult.
Sara (Debt Camel) says
How many loans did you have from them? How many have they offered to refund?
Paul says
4 loans, interest refunded on all 4 plus stat interest.
Sara (Debt Camel) says
Good offer! I think they have just stuck their standard paragraphs on the end. I doubt they would make you a “full refund” offer if they intended to do any more investigations, they are just trying to put people off going to FOS.
Chris Mitchell says
Hi Wondered, if I could pick peoples brains.
I have made lots of claims and it feels a bit messy, but I made a claim to WDA, I had one loan with them, in 2013, for 150.00 – It now stands at 280 with interest. I explained that I had many other loans with other lenders at the time and that in my opinion they should have checked more thoroughly on their credit search.
I received my final response today (It was 2 weeks late), they have said No, they lent responsibly and sent me and I&E form to start paying the debt off.
What would be the best way to approach this?
Thanks – Chris
Sara (Debt Camel) says
Well it’s hard to win a one loan case but your options now are:
1) give up and ignore them – your debt will likely be sold to a debt collector who may try to go to court for a CCJ. At that point you could offer them a lower amount in a full & final settlement
2) give up and make an arrangement to pay off £280
3) send the case to FOS and hope you win.
4) go back to WDA and details all the other loans outstanding at the time and say you will be happy to pay the £150 now in final settlement of the debt to prevent the case going to FOS. I can’t say how likely this is to work.
Chris says
Hi
At last I have my SAR report from QQ which to be honest was an absolute chore to obtain from them. Threatened action with the ICO guidelines and low and behold I received it all this morning.
Next thing now as seeing as I’ve had no final written response from QQ, LS, Wonga(can understand that one), WDA & PDUK for my affordability complaints (8 weeks) I am now taking all this to the FOS.
Question however.. 1. Is it better to complete online or via post/telephone? 2. On their form it gives you the option (Y/N) if you’ve received a final written response from the lender; I clicked ‘N’ and a popup appeared advising that they would need this. How am I supposed to send if I haven’t received it myself? And 3. Are all complaints to be made separate? QQ, PDUK etc ?
Furthermore, do I enclose bank statements from just the periods I borrowed? And also include a credit report and all information I’ve manage to get from the lenders? I ask this as I’ve no doubt they’ll request it anyway so thought it may speed things up perhaps.. Obviously bearing in mind I know it’s taking quite a while for the FOS due to the large volume they’re currently handling.
Thanks again
Sara (Debt Camel) says
I would send them online. All have to be seperate. But in each say you are also submitting complaints about xxx, xxx, and xxx on the same day.
Don’t think of this as a hassle and wondered why you can’t send the lot together, think of this as a great opportunity to tell FOS exactly how irresponsible *this* particular lender was. Read https://debtcamel.co.uk/payday-refund-complaint-detail/ and think how you could put a summary in that explains this. Attach a screenshot of the relevant complaint email showing the date, say it is over 8 weeks and you have not yet had an answer to your complaint.
I wouldn’t bother with the Wonga one at the moment, wait a few weeks, I will be surprised if the ombudsman looks at it.
Attach your credit report (Noddle) to the first one you send. Also attach your bank statements for 3 months before the first loan from any lender to the end of the last loan, or the present if you still have balances. These will then be shared across your other complaints.
Don’t supply loads of extra information from the lenders unless you think it will help your case, in which case you need to explain this (“I am attaching a Happy Christmas card from xxx in which they say I am one of their best customers” – of course I just made that up!). Your aim is to present the most important facts to the FOS, not to bury them in paperwork.
Jasper says
“I am attaching a Happy Christmas card from xxx in which they say I am one of their best customers”
Haha! Payday Express actually did used to send out Christmas cards! I totally forgot about that!
Paul says
Ok thanks for your help, using this site I also received full interest refund plus interest from sunny last week over £1500.
Fazza says
Hello Paul can you tell me how long Sunny took to put the money in your account. Thanks to debt camel I have had a success but after getting stun of by Wonga I am very pessimistic about actually receiving a refund from them. I sent over details on Friday.
Paul says
Hi fazza
I received email with offer on a Thursday and replied accepting the same day, I then received an email on the Tuesday after saying money will be in next day, which it was.
Shame about wonga, it seems it may be to late for me I have sent my complaint a few weeks ago but not heard anything back, I had over 70 loans with wonga over 4 years but only recently found this website.
Fazza says
Oh thanks for that.. yeah very unfortunate with Wonga. I actually accepted offee ans was told I will be getting my refund from wonga in 3-5 business days and it’s been processed for transfer but next thing I know they denied that and said now we are administration sorry can’t do refunds
Lee sharratt says
Good evening. Got some bank statements today , from 2014 to 2017. Have a Ferratum case with FOS. Borrowed over 5k. Sent them to them via photos. Waited six months. Hoping for a good result. Worth the hassle hopefully😱
Chris says
1/2
Hi Sara,
Thanks for your kind response to my previous post. That helps alot and I’ll be conducting my preparations for the FOS this week.
However, QQ have actually come back with an email this evening saying:
”I acknowledge receipt of your complaint and I am sorry to learn of your dissatisfaction. We take complaints seriously and confirm that we will be conducting a thorough investigation into your concerns.
Please refer to our Complaints Handling Process which is located at the bottom of our ‘Contact Us’ section of our website /contact-us.html). We appreciate you taking the time to read this as it explains how we will deal with your complaint and when you can expect to hear from us.
To help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of redress), please provide us with the following information as soon as possible:
• Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
If you need to contact us in the meantime, please do not hesitate to do so on the contact details below.
Yours sincerely,
Pamela”
Chris says
2/2
I have no issue providing this information however I wouldn’t have any payslips available due to change of jobs over the year.. Would this matter? As for the other information – shall I send it over to them or just go forward directly with the FOS OR send the info minus payslips to QQ and wait another few days/1 week to see if they come to an offer? Not sure what to do with this one now as it’s been 8 weeks and only now I’m receiving this email…..
Thanks again for your advice, you are a credit (excuse the pun) to everyone!
Sara (Debt Camel) says
Payslips are pointless – I think QQ only ask for these so that it all sounds difficult and some people give up. Your pay is shown on your bank statements!
I am not convinced QQ looks at bank statements either – their template reply is so formulaic. But you could send them with a note saying you will be sending your complaint to the FOS in a week if you have not had a reply?
Chris says
Thanks Sara,
Apologies – a bit stressed this morning due to work/and this.
Can I send the bank statements but black out the salaries I was paid back then? I don’t feel they should be looking at everything I’ve purchased etc etc but to only view the payments they and the other lenders have put into my account.
Sara (Debt Camel) says
No. You are making an affordability complaint. Obviously a proper assessment includes seeing if the loans were affordable. I doubt QQ will do that, but it’s is pointless sending statements with bits blacked out.
J says
Hi Sara – I have got into a really acrimonious complaint with 118118. I complained re irresponsible lending, affordability and they really took offence. Their final response has been flat refusal, the threat that ‘the information you have provided will now be reviewed in line with our obligation for fraud prevention’ and that the debt collection agency the remaining balance is now with ‘will write within 7-10 days’.
Correspondence has been really unpleasant but each time they have firmly blamed me, stating that I focused on referring to the FO and was uncooperative. I honestly felt like I couldn’t communicate with them, it was really awful. They even demanded Mental Health Assessment form as I said it had had an impact on mental wellbeing; when I declined they really laboured the point. I am considering just forgetting the whole matter, and advising them of that so they leave me alone. I didn’t lie but I feel like they can now do and say whatever they want. This brings back the worst of the debt feelings and wish I had never started this claim. All others have been fine. Can you please advise?
Sara (Debt Camel) says
It has to be your decision, but I suggest the best way to react to what sounds like unpleasant bullying is to send the complaint to the Ombudsman immediately and in your FOS complaint in addition to the affordability issue, also describe the poor and aggressive way your complaint has been handled.
J says
Thanks for the fast reply, much appreciated. I think I will call the FO and seek their counsel too; I don’t want to antagonise these people but equally I don’t think their approach is acceptable. However I am not sure that any amount of refund is worth feeling like I do right now.
I’ll post what the FO advise as there may be others that are enduring the same treatment from this company
Thanks again Sara.
Mark says
J,
Couldn’t agree more with Sara, the way to beat a bully, is not let them intimidate you into backing down.
Just remember it isn’t personal J, the staff at 118118 (and all lenders), are paid to try and stop complaints being escalated so they don’t have to pay out. Its a purely commercial decision. They don’t know you from Adam.
In the same way that your complaint isn’t directed at anyone in particular at 118118.
So, as Sara said, send it to the FOS and let them decide! You have nothing to lose.
GOOD LUCK and keep us updated.
J says
Mark
Very appreciate your kind comments. I was feeling pretty low about this yesterday but today both your and Sara’s replies have given me a very welcome confidence boost. I spoke to the FO today and they have advised to include all the details of the contact and copies of the emails in my complaint. Onwards and upwards ……..
Thanks to you both again. Hopefully I will have cheerful news to report in the future on this one
Sara (Debt Camel) says
Well done, fingers crossed it will get a good result.
Bryan Patrick says
Hi,
Just asking would I have any luck using this method. I have had an extremely high amount of payday loans over the past 2-3 years, throughout this time I have been a student and then working full time. I started taking payday loans when working full time then became a student and was still declaring the same income to payday companies even when not working a full time job, I needed the loans to survive. I have paid off the majority of my loans so I was wondering would it be possible for me to get a refund for some of the loans that have already been paid off. In addition to declaring false income there is also a large amount of gambling that will be seen on my statements throughout the duration of some of the loans.
Thanks for your help.
Sara (Debt Camel) says
Both lying about your income and gambling make it harder to win cases against a lender for a small number of loans. But if you kept borrowing from the same lender, then after awhile they should have realised you were in trouble, that this wasn’t short term borrowing but a bigger problem.
BUT have you now stopped gambling? If not, then that needs to be your priority, otherwise any refund will go straight into the bookies coffers…
Bryan patrick says
Hi Sara,
Thanks for the reply. I had been borrowing from Sunny/LS/QQ and a few others consistently for the past 3 years, it is only recently I have managed to break free from them. Should I just go about claiming as normal with template letters or do I need to add/remove anything additionally. Thankfully I have quit gambling after realising it was not a good lifestyle habit.
Sara (Debt Camel) says
It’s up to you if you want to add a sentence about your gambling into the standard template letters. Some people can’t face the thought of telling a payday lender this. Many cases with a lot of gambling do have to go to FOS, so be thick skinned if your case is rejected and just send it on.
“not a good lifestyle habit” what a lovely British understatement!
Bryan Patrick says
I suppose they will see it once I send them the bank statements so I just left the first template as normal. In my case would it be advisable to send the payslips to the company straight away or just tell them that I will send them to the FOS if the complaint is not resolved by them.
Thanks.
Sara (Debt Camel) says
Is this for QQ? I would wait until they ask. It’s up to you if you want to send them.
Mandi says
I’m starting to feel a bit down, I’ve had 4/8 lenders reply refusing my claim. Wonga (who I had 14 loans with) haven’t but I doubt I’ll hear from them.
The rest of these companies came after I’d already had 3 loans with Wonga and in 12 months I had taken out 33 loans across 8 lenders. They’ve been responding to say that I “only had 3/4 loans with them”, that my “disposable income was sufficient” (in some applications (I don’t remember this), I’d stated that I spent £25 on groceries. I’m not even sure that’s possible!), and that their credit checks said that I was doing okay.
I’ve resigned myself to the fact that I won’t get anything from Wonga, so what I’m asking is, has anyone else had any success with the FOS in a similar situation to me?
Mandi says
I’m still struggling to clear a catalogue and a credit card, as well as trying to get the money together to move so that we can rent closer to my baby’s nursery (as well as the fact that 2 adults and a 1 year old in a 1 bed flat is starting to drive me insane!), so as you can imagine, getting this would be a huge boost, both financially and mentally.
I’m also wondering, do I need to “prove” my stress, depression and anxiety to the FOS? I’ve always avoided being psycho-analysed as the thought of the results scares me! But in the last few days, I’ve contacted my employer’s mental health team as I feel like things have just been too overwhelming for too long now.
Mark says
Mandi,
Your mental health is obviously the priority and I’m certainly not qualified to help with that.
Regarding your claims. The lenders will (almost) always send their final response letter which in essence blames you and tries to absolve them from their FCA regulatory obligations. They do this as it saves them money. If they put off, or as is usual SCARE just 1 out of 100 people into not taking their complaint to the FOS, it’s worth their while.
Almost everyone that has posted “good news/win” stories on here would have had the initial lenders letter saying “it’s your fault, you lied!”.
Then the FOS goes on to award them hundreds, sometimes thousands of pounds.
Take it one step at a time and I hope everything goes well. Take care.
Mandi says
I don’t know that I’m qualified to deal with my mental health at the moment either!
Thanks fro the reassurances though, Mark. I think I’ve just got a lot on my plate at the moment and this maybe isn’t helping entirely! =)
Sara (Debt Camel) says
Some thoughts about your current situation. Which is the catalogue and credit card? Have either of them increased your credit limits to stupidly high levels? You can complain about these (see https://debtcamel.co.uk/refunds-catalogue-credit-card/) – they aren’t as easy to win as payday loan complaints, but it depends on the details of your case.
Talking to your employer’s mental health team is exactly the right thing to do. It can be very difficult to make that first contact, but this is the best way to get support. Much better than trying to struggle on and having to be signed off by your GP for stress. But you don’t need to prove this to FOS.
Mandi says
I have had a look at this, my catalogue (Very) is currently sat with a limit of about £3k (of which about £2k is used) which I’ve had for about 4 or 5 years and the credit card (Barclaycard Initial) is at £6k, which I’ve probably had for a little bit longer than that.
So far as the catalogue is concerned, I’ve never actually paid any interest (or very minimal amounts) on this as I’ve tended to use it more for bigger purchases, like trying to furnish our house and used the buy now pay later and cleared it within the 12 months. Obviously with payday loan spending going up, I’ve been somewhat reticent to use the catalogue and put more on my plate!
The card is actually on a payment plan, because it was almost at the limit and I asked them to set up a direct debit. I didn’t think to check the first payment (and with the high amounts of money going in and out of my account, didn’t notice), which they didn’t take as they hadn’t actioned the DD, despite sending me the confirmations. So I missed the payment, got the additional fees, went over the limit and got a bill the next month for £600.
Sara (Debt Camel) says
It is a shame that your largest claim was against Wonga :(
Presumably your credit checks would actually have showed that you had a LOT of outstanding borrowing? this is something to emphasise in complainst to the FOS
3-4 loan cases are worth taking to the Ombudsman though you may only get a refund for the last loan. Things to emphasise in a complaint to FOS include:
– if the gaps between the loans from that lender – the time from repaying loan 1 to taking out loan 2 etc – were small
– if the amounts were increasing
– if your credit checks would actually have showed that you had a LOT of outstanding borrowing?
– if the lender said your application said you only spent £25 on groceries. – say you don’t remember this but you have been very stressed but point out a lender should have considers if £25 a month on groceries was reasonable – not assumed that it was accurate.
Mandi says
I would have assumed so. I’ve made a spreadsheet that I’ve been sending to the FOS with my cases that shows the loans I had, dates I took them and dates they were repaid, plus all the values. At the point of taking the first Sunny loan, I’d taken a new Wonga for £300 earlier that day. The first LS and QQ ones were taken on the same day, I had £411 from Wonga the week before, plus Sunny for £500 the month before that were still outstanding and these loans were the 6th and 7th loans that I had taken in a 3 month period.
Generally I was overlapping loans or paying it off, then taking another a week or two later (generally when the rent was due!). The amounts are a bit erratic, but it was more a case of getting as much as I could from Lender A, to pay what I could and topping up from Lender B if I needed to. I have been stating in my FOS complaint that I was dealing with stress, anxiety and depression as well as being pregnant/having a newborn to contend with (she was born right in the middle of all of this!).
Mark says
Wow, you had a lot to deal with!!!!
You’re clearly an articulate and resilient person, so hopefully this process makes you even stronger.
I know without starting this process and more importantly this website, I would still be a gambling addict with my head in the sand.
So hopefully, like me, by getting through this and seeing what a financial state you were in, you feel a sense of getting back in control and a wonderful sense of empowerment. That will make the refunds you may be awarded almost secondary, esp. when it comes to your mental health.
You know where to come for some reassurance and a confidence boost.
Louise says
Hi has anybody had any recent success at the fos with The Money Shop.My loans are over 6 years old but they seem to be taking ages.
Miss Jacqui's says
Hi Louise
Yes it is possible to get a refund from the Money Shop I applied for a refund with the Money Shop back in Jan this year some of my loans went back to 2008, they did reject my complaint, but basically said they could not decide on a number of the loans, so I sent to the Ombudsman. My complaint was allocated to an Adjudicator in July and a decision was made in my favor in August I received a refund on all my loans bar the first two the time frame was 2008 to 2013 14 loans in total £2163.43 they paid into my account within a week.
I hope that helps.
Louise says
Hi,the fos has agreed they should refund me and given them two weeks to respond,do they normally wait till last minute or extend it.Hopefully they will agree the fos.Thanks..
Nat says
Good news today the ombudsman upheld my complaint to payday express. I have waited nearly a year for this. Refund one out of 4 loans which was £500 interest :) plus I’m going on holiday tomorrow so happy days :)). Thank you Sara for your help
Kasam_ali2012@hotmail.co.uk says
I complain to my jar this is the outcome do you think it’s a good result or not ?
Following our investigation, it is our view that your complaint should be upheld.
We have also considered the application data further against recent household expenditure statistics and can see that some of the loans may have been unsuitable.
To put things right for you, we propose to refund the interest and charges you paid on the loans highlighted in the above table, totalling £161.08. We will also arrange to show these loan entries on your credit file as settled and closed. We cannot remove the entries fully as we are obliged to maintain accurate records with the Credit Reference Agencies.
We will also include an additional 8% statutory interest calculated on the interest and charges that you paid to us. This amount is subject to 20% tax and this has been deducted, leaving a net interest payment of £4.88 due to you. This brings the total refundable amount to £165.96. A tax certificate regarding this payment is available should you require one.
As you have an outstanding balance on your final loan of £711.17, we propose to offset the balance against the redress calculated. This brings your outstanding balance with MYJAR to £545.21.
Sara (Debt Camel) says
So they are refunding 1 loan but not the last one you still owe, which was larger. How convenient for them! Could you say how many loans you had and how large they were? The last loan , how large was that and have you made any payments to it?
Kas says
Date Issued
2017-12-30
2018-04-02
2018-04-10
2018-04-13
2018-06-03
2018-06-30
2018-07-31
Loan Amount.
£350.00
£100.00
£300.00
£100.00
£150.00
£100.00
£725.00
Theses are all the loan and dates
kas says
2017-12-30 / loan amount £350.00 – paid Total Paid -£420.52
2018-04-10 / loan amount £300.00 – paid Total Paid £106.00
2018-04-13/ loan amount £100.00 – paid Total Paid £301.95
2018-06-03/ loan amount £150.00 – paid Total Paid £130.86
2018-06-30 / loan amount £100.00 – paid Total Paid £122.50
2018-07-31 / loan amount £725.00 – have not paid n/a
Sara (Debt Camel) says
So you haven’t paid anything to the last loan – that means they have deducted the interest from the balance – is that right? In that case this probably isn’t a bad offer
Which loans have they said they will refund?
Rob says
Hi
Could i ask what your experiences are for how long you are waiting for an offer from a lender after the FOS adjudicator has recommended a refund? They give 2 weeks for a response im just wondering if its a case of the lender always waiting the full 2 weeks?
Thanks
Rob
MATT says
Hi Rob
I have been waiting 3 weeks for a reply from Uncle Buck (a week past the deadline and zero response so far). Some lenders definitely better than others. PD EXPRESS replied quickly as did Ferratum (WITHIN A WEEK).
Rob says
Hi Matt,
Its my first case back from the adjudicator and its been a week now, with it being my first i was wondering if the lenders just purposefully waited the 2 weeks, good to know some of them dont!
Cheers
Rob
matt says
Hi Rob
Who is the case against? When did you submit to the FOS?
Cheers
Matt
Rob says
Its against MyJar and it was sent to the FOS at the beginning of May so was quite a wait before the adjudicator decision
matt says
You are doing well I would say, I have some cases not picked up and they were sent in mid April.
None with MYJAR though.
Rob says
I have other cases still not picked up yet and had one with Money Boat i sent in July to the FOS that was rejected last week by an adjudicator so it must be dependent on the lender
mike says
Hi
Sorry I know it’s probably been asked a million times, but what are people’s experience with adjudicator verdicts with Sunny. Do Sunny usually agree or do they often go to the ombudsman.
Thanks
Mike
Alex says
Hi Mike,
Sunny rejected mine and the case has been sent to the FOS today. I have been told 3-6 months and I haven’t had statements to supply them with so I cant complain that it will be a while.
Grounds were that they thought I could afford it but on reading up on other cases this seems to be a staple excuse of theirs and the FOS has a good success rate.
Alex.
mike says
it is their standard reply. Mine went to FOS in September last year with 2 others, just had adjudicator ruling now awaiting if Sunny agree or if it will go to the Ombudsman.
wonga paid out a couple of months ago.
QQ went to the ombudsman 2 weeks ago
Fingers crossed
Sara (Debt Camel) says
Hi Alex, why haven’t you sent bank statements? You can get these from closed accounts.
Terri says
Have had 67 loans with cash converters over 6 years. 58 of them taken out on same day loan before was paid off. Other 9 were lower then my maximum allowed loans. Paid out £4900 in interest. Pawned items throughout whilst taking out loans, yet they still claim they did not know I was in financial trouble and as I didn’t take out the he full amount (9 out of 67 loans) it’s clear I wasn’t reliant. I’m hoping that’s a good case for me.
Sara (Debt Camel) says
sounds like a strong case to me!
Miss Jacqui's says
Dear Sarah
I am on my last few complaints now, but I am having a bit of a problem with Speedy cash I had four loans with Speedy cash and adjudicator originally fined in the companies favor, after an strongly worded email to the adjudicator it was refereed to the Ombudsman who fined in my favor on two out of the four loans, Speedy cash have just been in touch with me offering me £1407.49 my issue is on the first loan I paid £94.75 and £12.50 late fee on the second loan I paid £1379.96 interest this loan then ended up in debt management I paid off the debt management plan in January 2016, they are now trying to say that they are deducting the principle amount of loan from my reimbursement surely they can’t do this?
Sara (Debt Camel) says
Can you give more details about each of these loans as the first one looks very small and the second one huge. just say what payments you made, not whether they were for interest or principal or late fees.
Loan 1 – How much did you borrow? What payments did you make to this. Was this repaid by another loan?
Loan 2 – how much did you borrow? What payments did you make to Speedy Cash for it? What payments did you make to the debt collector for it?
Miss Jacqui's says
Hi Sarah
Sorry for the delay, and not a problem so the first loan was £379.00 and I paid back £486.25 and the second loan was for £474.00 on the 30th July 2013.
I paid to them £1150.00 directly to speedy cash and then £645.40 via the Debt Management Plan, the loan was never sold to a debt collector or third party.
Sara (Debt Camel) says
OK, so you wrote “Speedy cash have just been in touch with me offering me £1407.49 my issue is on the first loan I paid £94.75 and £12.50 late fee on the second loan I paid £1379.96 interest this loan then ended up in debt management I paid off the debt management plan in January 2016, ”
Did that 1407 (I am ignoring pennies) include any 8% interest? I am going to assume it didn’t.
On the first loan your interest and charges are 486 – 379 = 107
On the second loan your interest and charges were 1150 + 645 – 474 = 1321
So across both loans they should be refunding you 107 + 1321 = 1428
That is pretty close what they are offering? They may have missed off the 1 late fee?
Not sure where you got the “I paid £1379.96 interest” from?
Miss Jacqui's says
Sorry got a bit confused
on the first loan the interest and charges totaled £107.25 on the second loan the interest plus charges came to £1379.96 and the yes the £1407.00 is with interest
There breakdown is as follows:
£1073.03 Total charges
£418.07 Statutory Interest
£83.61 statutory interest to HMRC
Total £1407.49
Sara (Debt Camel) says
oh! then their offer of “£1073.03 Total charges” is well out of line with your calculations which suggest £1428. if it was just one late payment you might decide you don’t care just to get this settled, but that is nearly £400 and correcting that will also increase the Statutory interest which is added.
If they are deducting one of the principal amounts (that’s the amounts borrowed) from this figure then they should do this.
I suggest you go back to them and tell them what I have said:
“On the first loan my interest and charges were 486 – 379 = 107
On the second loan my interest and charges were 1150 + 645 – 474 = 1321
So across both loans you should refund me 107 + 1321 = 1428 – plus statutory interest”
Double check all the figures first!
If they don’t agree, tell the adjudicator.
matt says
UPDATE
Just had a call ref my Mr Lender complaint. They are upholding ALL of the loans I took out (bar the 5 older than 6 years I agreed to drop). The lady on the phone asked me if I am okay if she mentions the gambling transactions in the letter to Mr Lender, I said no problem. This complaint alone is potentially worth £5k in interest so I am over the moon. I hope Mr Lender settle this quickly as the wait has been painful and I can clear most of my outstanding debt.
I gave up gambling 2 years ago (Saturday just gone) the payday loans enabled me to nearly destroy my life doing so. I was stupid in borrowing but without their loans I would have faced up to reality long before.
Mark says
Matt,
Well done Sir!
For the refund and more importantly the “getting your life straight”. I was a gambler too until June. The only reason I ever took out PDL’s was to chase that big win. Which never comes.
Take care and thanks for giving other (gamblers and non gamblers), hope on here.
matt says
Thanks Mark, good luck to you on your gamble free path.
Does anyone have any recent experience on Mr Lender replying to the adjudicator? Do they usually agree or does it get dragged out longer?