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?
Jojo says
I don’t know what to say about this site apart from a massive thank you .I started my claims on the 1st Jan this year as I was going to sort my finances .I have had results from all apart from provident .Looking back I was in a vicious circle one to pay another .But now when my wages go in I actually have some to enjoy life with . Altogether I have claimed back just over 10,000 having just had a result back from Lending Stream after going to FOS and still waiting cheque from cash genie but I have never been in such a good financial position debt free THANKS is not enough.
Rich says
Did lending stream decline at first? They have replied to me saying that they completed all credit checks and I often paid back early meaning they will dismiss my claim. Glad you have got yourself sorted.
Sara (Debt Camel) says
Repaying early is irrelevant to whether the loans are affordable – hav eye sen the case to FOS?
Rich says
Thanks for your reply Sara. Yes currently in the process of submitting to the FOS. Hopefully have better luck through them. Thank you for your most informative website as well. Has been a massive help.
Jojo says
Yes LS did they have been worse to deal with so went to FOS.
Laura says
Due to have a refund with QQ, settled through the FOS on 28th September 2018. Received email from QQ on 4th October 2018, confirming bank details and settlement (I rang them up to change my bank details) and then after chasing up as to when I would receive payment, received an email on 9th October 2018 from QQ stating that it would be up to 15 working days for the money to go into my account. This takes me to 30th October 2018. As I really need this money, is there anything else I can do to speed payment up? I have a medical condition, aggrevated by stress and this is really not helping me at the moment. It seems that most people on here got a refund within a couple of days, no more than a week, and yet I have to wait over a month since settlement? Any advice would be appreciated. Have emailed the enova.com email that someone on this site suggested but no avail…
Jen says
Hi I wrote a trust pilot review for sunny & LS they actually responded fast within 2 hrs, stating I’d agreed refund through FOS for irresponsible lending, and takes so long to to receive refund when they did wrong & how fast they can loan u money & that I wanted paid today, they both paid within a few days, I would also state that they are aware that this is aggravated your health issue yet are not refunding you. Gd luck it will come in, try and stay calm 😀
Laura says
Many thanks Jen, I have now written a Trust Pilot review and will see what happens.
Jen says
You can try to contact them daily also, different method every day call, e.mail to any different addresses you have for them stating this is urgent every time, request payment that day, gd luck
Glynis says
I have just written a bad review on trust pilot regarding myjar refund. Still waiting for mine. They really slow. Sent them an E-mail yesterday telling them if I havnt received it by tomorrow Il be sending it to Fos
JD says
Commented a few times about my complaint with Cash converters. Refused complaint So currently with FOS. I’ve been struggling to get anything out of them regarding a SARS request including them saying they will only respond to the FOS from now on. Sent them a stern warning about GDPR regulations and I’ve just received an email from them. In it it says the following.
“however our records show that you applied, and were declined, for a Personal Loan over 6 years ago and we longer retain this information.”
I’m hoping the fact they have declined me online for a personal loan about 6.5 years ago, then allowed me 67 short term loans will be a massive help for me, or am I being over optimistic lol?
Sara (Debt Camel) says
“I’m hoping the fact they have declined me online for a personal loan about 6.5 years ago, then allowed me 67 short term loans will be a massive help for me, or am I being over optimistic lol?” that sounds like a useful point to make!
Karen Prophet says
Do Lending Stream usually agree with the adjudicator’s decision or do they let it go to the Ombudsman? My adjudicator has basically told them to repay all interest from every loan I took out with them but from reading other stories, I know Lending Stream don’t like to make things easy!
Lou7 says
Hi all,
Is there anyway to chivvy up 247 moneybox? My adjudicator gave a decision on a few of the loans agreeing with me but they didn’t respond. It’s now with the ombudsman in a queue. Will I just have to wait it out? They contacted me last week by voicemail to see if I wanted a loan but no other correspondence as happened.
Sar says
Hi
I have put in a complaint to sunny as in 2016 I got in a right mess with them. They borrowed to me 15 times in a 56 day period from 10th Jan up to 9th Mar the loans were all diff amounts ranging from 50 pounds up to 450 pounds (which was borrowed to me 3 times in that period) I then had a further 7 loans of them from 11th may to 29th June the amounts ranging from 150 pounds to 600 pounds the total of all these loans where 6250 pounds I paid all these back (I had to borrow money of my parents to do this) the total interest I paid was 777 pounds. Do you think they will offer me something as a lot of these loans was taken 1 day after each other?
Sara (Debt Camel) says
I think that sounds like a good complaint – if Sunny don’t offer you an OK refund (come back if you aren’t sure how good an offer is) then send it to the Ombudsman.
Sar says
Hi Sara
I sent the complaint into sunny Monday evening and I haven’t had any sort of reply not even confirming they have received the complaint shall I send another email or just sit back and wait? And also do you think sunny will offer me something or make it so I have to send it the ombudsmen?
Laura says
Hi everyone just wanted to share my experience. This time last November I was up at 2am worried about money and debt and found this page. At that point I had over £20k in unsecured debt and was in a cycle of payday loan use. I fired off the templates and Sunny came back accepting wrong doing. Wonga offered me £4K but I had 50 loans in 48 months and I rejected this and went the FOS. While I was assigned a adjudicator they went into administration which left me just with my pounds to pocket complaint. They flat out rejected my complaint but today I was awarded over £12,000 . I have 6k of debt so that will be getting cleared and I will be moving forward. Thanks so much for all thr help and advice. My advice to all, is not to burry head in sand, nobody will sort debt out for you. Throughout all the process , everyone at the FOS couldn’t have been more helpful and of course you too Sara. Feels great to be able to not have to think about money 24/7 but I will never forget how that feels. Good luck everyone xo
Sara (Debt Camel) says
£12,000 against Pounds To Pocket – wow, well done!
Ljc says
That’s amazing …very pleased for you
Marie says
Amazing Laura good on you.
Sue says
Hi
Looking for advice put a complaint in to the FOS regarding Safety Net Credit but they have agreed with the business they did nothing wrong. One of the points made states “You have also said that you had a gambling problem at the time. SNC can’t make judgments over who has a gambling problem due to the amount that they are spending”.
What I want to know has anyone disagreed and escalated it to a senior adjudicator and have a different outcome? I have until next week to dispute the findings. There was also a lot of inaccuracies in regards to figures despite sending in statements.
Sara (Debt Camel) says
Is this a final decision from the adjudicator? If not, you should go back with a detailed list of the discrepancies.
I would say that you shouldn’t get a refund just because your gambling was increasing… BUT what SNC should have been able to see from your bank statements and credit reports was that you had a lot of problems debts, including a lot of high cost borrowing, and that this was getting worse as SNC continued to lend. And they should have stopped lending because of this.
I suggest you make a list of your outstanding debts when you first started to borrow from SNC and then a list of them say 6 months later, and also list any new problems that had shown on your credit report during those six months – new defaults, new missed payments etc. Send this to the adjudicator.
I don’t remember a case involving SNC and gambling being rejected by an adjudicator. If yours is, then it’s well worth sending to the Ombudsman and ask them to look at the discrepancy list and your new analysis of how your borrowing got worse.
Sue says
Hi Sara thanks for the response it’s not the final decision as it says this at the end “if you decide that you don’t accept what I’ve said, then please let me know by 26 October 2018. If I can’t resolve things then an ombudsman here can look at everything again and make a final decision”
Regards
Sue
Sara (Debt Camel) says
Ok then go back with lots of detailed points. Adjudicators really do change their minds at this point when you point out issues and explain why you think their decision is wrong.
Mandi says
Well, I’ve finally had my first bit of positivity with this! Just got off the phone with the adjudicator for my QQ complaint (it was only 3 loans).
She’s not upholding the first 2, but is upholding the last one, so she’s asking QQ to refund the £60 interest plus the 8% and is fairly certain that they won’t want to or be able to contest it.
Not exactly the £1000s some people have gotten but it’s a small win for me!
Sara (Debt Camel) says
I expect you can think of a good use for that £60 !
matt says
update on Uncle Buck from FOS. So frustrating!
your complaint about Uncle Buck Finance LLP
Further to my last email, I’m writing to update you on your complaint.
an ombudsman will review your complaint
I sent you my view of your complaint on 19 September 2018. As the business has not replied, an ombudsman will review your complaint and make a decision. If the ombudsman’s conclusions are different to mine, they will explain why and let you reply before they give you their decision.
We should already have all the information the ombudsman needs to reach a decision. But if we need anything more from you, we will let you know.
what you need to do now
If you have any further points or information you want the ombudsman to consider, please send these to us by 2 November 2018.
If you need more time to reply, please let us know before this date. If we do not hear from you, we will assume you do not want to add anything.
We will keep you up to date with our progress – but please get in touch if you have any questions in the meantime.
Sara (Debt Camel) says
Very frustrating 😡
What was the adjudicator offer? If it was say for loans 7-15 and you were happy to compromise on that but thought really 5 and 6 should also have been refunded, this is your chance to write and say that you would like the Ombudsman to also look at the tro earlier loans.
matt says
Hi Sara
Extremely frustrating. I only had 2 loans (with rollovers). They upheld loan 2 (around £800 interest and charges).
I take it they cannot ignore the Ombudsman’s decision if they agree?
Sara (Debt Camel) says
No, you can enforce an Ombudsman decision in court by sending the bailiffs in… no one has yet had to do that!
Patrick Brady says
I have emailed payday uk and have yet to receive a response. I sent my email 2 weeks ago. The rest of the companies I contacted were quick to reply. Do payday uk normally take long to respond?
GM says
they were very slow to respond, so 4 weeks after the initial message, I emailed them saying that if I didn’t the info within the 28 days established by the ICO, i would report to them. got a reply within a coupl of hours
Soraya says
Hi Sara
I have a complaint with the ombudsman about pounds to pocket (cash Euronet). I have sent loads of extra bank statements over the last month and now the adjudicator says it needs to be looked into by another adjudicator, why would this be?
Sara (Debt Camel) says
Could you give some more details about your case – how many loans, over what period, how old etc.
Also are you sure you were talking to an adjudicator at the beginning? or just a case handler soon after your case was sent to FOS? Why were extra statements requested?
Mike says
Hi, the 8 weeks since I sent the complaints is now up and they’ve all been sorted apart from PDUK and WDA, who say they need another 4 to 8 weeks to issue a final response. Should I wait another 4-8 weeks for them or should I complain to the FOS? Thanks
Sara (Debt Camel) says
I would send them now, allowing a week or so is ok but 4-8 weeks isn’t! You can always withdraw the FOS complaint if they make a reasonable offer.
Lisa G says
So, in the last 7 years I’ve located 12 different bank accounts which I’ve used to deposit and pay for payday loans… as well as wages etc… I’m still waiting on 5 account statements to be sent to me, 2 of those are with TSB (who I’ve requested 4 times from them but as yet haven’t received them – it’s like they’re not sure how to request them, but I’ll persevere). Virgin money tried to charge me £60 but I said under a DSAR I should get them free, they agreed and are sending them free of charge.
I’m just hoping the FOS can make more sense of my statements than I can, they’re a mess and they overlap with money transferred from one account to another etc.
I’d open a new account to try and get my finances in order (a fresh start) but always failed.
Has anyone else had this number of accounts? Were the FOS able to make head or tail of it? I’m struggling to even put them in order! I’m hoping when they all arrive it’ll make a bit more sense 🤞
Sara (Debt Camel) says
I think 12 might be a record!
Lisa G says
It’s proving to be a nightmare! 🙈😂
Adam says
MrLender contacted my employer today regarding missed payment, there wouldn’t have been a missed payment only they never replied to my emails to set up a payment plan, finally got that done today through live chat which was a task in itself.
What is the policy regarding contacting my employer? I believe it should not be allowed is this correct?
I got a text from them about a missed payment
My employer received the exact same text.
Sara (Debt Camel) says
Had you supplied a work number as your daytime contact number?
Adam says
No, I only ever used my own mobile number for any contact number.
Furthermore, when I contacted Mr Lender and asked them why they had contacted my employer they said that they had not and hold no record of employer’s numbers.
My boss sent me a screenshot of the text he received from them which was the exact same text I received, surely this information shouldn’t be allowed to be disclosed to my employer?
Thanks for the replies!
Sara (Debt Camel) says
No it shouldn’t be! So the interesting question is, where did they get this number from? I suggest you send Mr Lender a Subject Access Request asking for a copy of all the personal information they hold about you, including but not limited to, any credit checks or other affordability checks they have made. Send this to customer.services@mrlender.co.uk and put Subject Access Request as the email title. No need to go into any detail about why you want this, let’s see what they respond with.
Chris M says
This is a breach of the FCA’s regulations (CONC, I forget which rule/section – though the Handbook is published online).
The Principle being breached is the same as irresponsible lending, Principle 6 on treating customers fairly.
You csn complain, and you also have recourse to the Ombudsman.
Sara (Debt Camel) says
oh I agree. But at the moment it is more important to find out where they got his employer’s number from as that will let a complaint be framed in the best way. Get all the facts – then complain.
mike says
Hi All
Sunny agreed with my adjudicator on Monday and i emailed the agreement back first thing Tuesday morning, i have followed up with an email each day to my adjudicator and rang twice who say i have to await for the adjudicator to pick it up and the settlement hasn’t been sent back to Sunny yet. Am i being really impatient or does this seem a long time As you can imagine i am keen to get it closed and pay some debts off.
Is it worth contacting Sunny myself, and if so would you use the general contact?
Thanks
Sara (Debt Camel) says
Are FOS saying Sunny haven’t told them they have accepted the award?
mike says
Hi Sara
No, Sunny have agreed with their assessment and the adjudicator sent me the settlement form to sign and send back which i did on Tuesday. So very unusually it’s the FOS who need to send that to Sunny to get me paid. I have had lots of contact with the FOS and usually get a response in 2 days max obviously the 5 days has me worried.
Thanks
Carl says
Afternoon All,
Sorry if this is a silly question, my 8 weeks is nearly up, when I go to FOS, do I register a case per company presumably?
My first time going to FOS for anything.
TIA
Neil says
Hi Carl,
Yes it is one complaint per company, so if you have 5 different companies you are complaining about you need to fill the form in 5 times.
Neil
Trish says
Hi, I just received a rejection letter from pounds to pocket. I took out two loans from them, first around 450 then the second 950. The last loan being over a 12 month period. At the time (2014/15) I also had multiple loans with WageDay Advance and other lenders. I also ‘topped up’ the second loan regularly. They said because there was 192 days between both loans, it was not unaffordable. Do they take into account the fact that I was living off other loan lenders to make payments? I did stipulate this in my letter (I had 25 in today from WD over same period). Is it worth taking this to Ombudsman if I only had two loans?
Sara (Debt Camel) says
It’s not the strongest of cases because of the large gap between repaying the first loan and taking out the second. But I think it’s worth going to the Ombudsman.
Stevie C says
Somewhat a positive result from the FOS today. Heard back from the adjudicator who has upheld my complaint against Safetynet Credit. They have deemed my borrowing from 2 months into a 12 month cycle was unaffordable. I went from a £200 credit limit to £1200 in 12 months. Thank you so much for this website I just hope that Safetynet agree with the adjudicator rather than following through to an ombudsman.
John says
So it’s been 18 months since I first sent 247 Moneybox an email informing them that I was making a complaint of irresponsible lending. They ignored that, and multiple other emails that I sent them concerning the matter. They’ve behaved as though I don’t exist.
My complaint went to the Ombudsman where an adjudicator spent endless months trying to get information from them. So now, some 18 months later the Ombudsman has judged in my favour and has awarded me somewhere in the region of £1500, including £250 for treating me with such contempt.
It’s 6 weeks since that decision has been agreed by me and since they were sent a copy of the Ombudsman decision which directed them to make payment.
I’very not heard a thing from them. Emailed the Ombudsman last week and received some limp response along the lines of ‘we’ll ask them why they’very not contacted you’.
My question is, what powers does the Ombudsman have under these circumstances? Can this vile company continue just ignoring them?
Tim says
Hi Sara
Had an outcome today that I wasn’t really expecting, sent complaint to ombudsman for lending stream and adjudicator has sent out his findings today suggesting they repay from loan 5 to 22 which is around £4200. Before he sent out the outcome he had to have it checked by the team that deals with these complaints and they agree with him, do lending stream usually just accept the adjudicator decision or do they usually come back with an offer, I would like to get the full amount suggested but I also don’t really want to be waiting months for it :/ thanks
Sara (Debt Camel) says
Well done, that is the last of your FOS cases isn’t it?
With gambling involved it can be very random whether a lender decides to accept an adjudicator decision.
Tim says
Thanks :)- yes this is the last one. Uncle buck came back with an offer that was about half way. If I did send it to the ombudsman if they reject, us the ombudsman’s view likely to be the same as the adjudicators?
Sara (Debt Camel) says
The most common decision from an Ombudsman is that the adjudicator’s decision is upheld exactly – over 50% of cases I would say but there aren’t any published statistics.
But the Ombudsman may quite often tinker with the number of loans is tinkered with, so instead of 5-22 in your case it is changed to 2-22 (yes people do get more!) or 9-22.
It is VERY VERY rare for there to be a very different decision in a case such as yours where there are a large number of loans.
Gary says
Hi Sara,
I got myself into a terrible mess over the last few years to the point I was taking out loans with 4 or 5 payday lenders at a time, such as 247moneybox, lending stream, quickquid, safetynetcredit and the money shop.
I have wrote to them all but my main cases are against SNC and lending stream, SNC I took out 56 different loans for different amounts between 60- 600 over a 2 year period and 16 loans over 18 months with Lending Stream all ranging from 80-350, with the others it was roughly 6-10 loan loans during a 12-18 month period.
I have had some gambling problems in the past but I am hoping I have a good case claiming back off them as I more often than not was paying back numerous companies each month and then lending again, I have had replies from most saying they would be back in touch within 8 weeks but I was wondering what the chances was of me winning some cases against them?!
Sara (Debt Camel) says
the LS and SNC cases sound very strong. But the cases against the other lenders are also well worth pursuing!
Gary says
So i have had a final reply from SNC saying they dont feel they did anything wrong and our upholding what i owe to them which is £910, I am guessing this is just scare tactics and that i should put a complaint in to the FOS? They have said they seen i had 2 CCJs and did a credit check but felt i had enough disposable income and low borrowing i was ok to pay it back, Even though i had a number of running loans with other companies at the time!
Sara (Debt Camel) says
Sounds like one for FOS… I hope you have cancelled your CPA with your bank to SNC.
Gary says
Yes Sara I moved banks when I went into a debt management plan and cancelled and payment arrangements and made them all aware, I have just completed my complaint on the FOS using the guides on information on this site, as I am confident of success after seeing there excuses for not offering me a refund and the other stories on this site!
Davy says
Well after what seems an eternity (sent away template letters on 27/12/17 and forwarded to FOS on 27/02/18) I got my first result from the adjudicator regarding Payday UK. 1-3 affordable and 4-7 not affordable, so it’s nice to get a positive result on my smallest claim. They have till 01/11/18 to respond. Hopefully it won’t need to go to Ombudsman. The two big ones are still to come Quick Quid (30 loans in 4 years) and Lending Stream (58 loans in 4 years). I am assuming my final complaint against Wonga (15 loans in 2 years) is now pointless as they have folded. Hang in there folks, it’s a long ride but worth it when you get an email like I got on Friday, giving you a positive outcome!! Thanks again Sara for the great advice you gave me early on in my case and if I get positive results with the main ones, a donation will be made th the CAB.
Mark says
Hi, thanks for help. Just had my first successful response from Mr. Lender. They’ve agreed to wipe off the current loan I have with them totalling £750!
Marie says
Sarah,
Thank you so much for your help, my account with Lending Stream has gone to the Ombudsman as they did not reply to my adjudicator, she was amazing and tried her best but Lending Stream wait until the end so they don’t have to pay.
Rachel says
Hi i wondered if anyone can help me. Ive had 130 loans from sunny between 2016-2018 (sometimes 10 a month). Satsuma let me have 2 at the same time, ive had about 20 loans 2017-18 from them. Other companys like lending stream, uncle buck, the money shop have let me borrow at the same time.
Right now i have drafty, saftey net credit, 247, piggy bank, mr lender, a guarntor loan, 5 credit cards, cashasap. (all on payment plans)
So ive found myself in this horrible situation, working parttme with 2 young kids. When my wage goes in, im still around 400 short for the repayments so borrow agen and agen. Ive found this site and copied the template and emailed every lender.
Im wondering what to do next? Xx
Sara (Debt Camel) says
ok, so it sounds as though you are paying too much to the payday loan repayment plans. As you have put a complaint in to all the lenders, I suggest you reduce your payments to an amount you can afford, even if it is only £1 a month. And that you cancel the CPAs to the lenders with your bank and start paying the amounts yourself when you get paid. This puts you back in control of your situation.
Have you complained to the guarantor lender? there is a separate page for that as it is rather different: https://debtcamel.co.uk/how-to-complain-guarantor-loan/. Also the guarantor may be able to complain if they couldn’t afford the repayments, see https://debtcamel.co.uk/amigo-complaints-by-guarantor/.
Also reduce the payments to your credit cards to a token affordable amount.
Have you added up how much you owe to payday lenders at the moment? the guarantor loan? and credit cards?
Rachel says
Okay thanks for ur help. Ive asked all my lenders to lower my payments. My over all debt comes to around 12000.
All my closed loans, ive used one of ur templates and asked for refunds, just awaiting replys now
Sara (Debt Camel) says
“Ive asked all my lenders to lower my paymentsl” that may just be the polite British way of phrasing it, but you need to be TELLING them you are reducing your payments to what you can afford, not ASKING them if you can. They can’t say No because you have to stop paying what you can’t afford,
StevieC says
I have just had an e-mail from cash genie to say that the liquidators are sending out a letter in the next few days for an update on cash genies position. I guess this will be the end of the redress from this company
GM says
that explains why they haven’t answered to my emails. I guess the funds have run out and there no more cash to pay out
John M says
Hi Stevie,
Thanks for this. Have they offered you a redress already? They offered me a redress in June so I am going to have to consider my position regarding this if they don’t then pass this on to me. Surely if they agree something they have to comply with it.
I did ask the FCA about this but as Cash Genie are in liquidation they no longer fall under FCA regulation so will be interesting to see how this goes.
StevieC says
Well they contacted me this morning to ensure they had the correct residential address to post out this correspondence. I have no idea what as I have not been offered redress so I am guessing not positive news. The person who emailed said they have no update on my individual case.
SS says
I’ve had the same! No offer of any description, just a very vague ‘I have no further information, the Liquidators will send you correspondence’. Not promising at all. Sara, have you or have anyone else heard of any news to do with with Cash Genie/Ariste Holdings?
Sara (Debt Camel) says
no news sorry. At some point they may run out of money.
Adam says
Received final response from Ferratum today.
“However, as a gesture of goodwill and in full and final resolution to the complaint we can credit the interest paid on the closed loans – £133.60 to the capital of the current loan (£300.00). We will then accept £166.40 to settle the loan. Once this is paid we will waive the remaining balance and advise the credit reference agencies that the loan has been paid in full. This means all the loans have been interest free.”
The interest sounds about right because I usually paid back almost straight after taking the loans out so the interest was quite small. My question is once I accept this do I have to pay the remaining in full to them straight away?
Sara (Debt Camel) says
You can say that you are happy to accept their offer if you can repay the balance at £40 a month, or whatever you can afford.
Sam says
Hi. I had 19 loans with sunny in one year period. I also had loans from lending stream. Quick quid and Wonga. But have only complained to sunny as of yet (I’ll be putting in complaints to the others this week). This Sunday marks the 8 week mark for the complaint, I haven’t heard anything back apart from a response saying it was being looked into and would hear back within 8 weeks of the complaint.
I’m wondering if this is normal to leave it this late, should I have been getting in touch to request updates? I hope to hear back by Friday as the 8 week mark is a Sunday.
Chris M says
Although you may get in touch to request updates, it is perfectly normal (and compliant) for businesses to run right up to the deadline.
R says
Hi,
Really frustrating result with Wage Day Advance.
Firstly, I was originally sent the loan details of someone else and told that i have complained before and it wasn’t upheld so I couldn’t complain again. When pointing out they were confusing me with someone else and finally agreed to look at my complaint. 3 months later I’ve just had their final response stating they are not upholding my complaint because “unsecured lenders are not required to review customers CRA’s and we did not review yours so therefore wouldn’t have known all the circumstances you have mentioned in your complaint”
I think what’s frustrated me the most about this is that the interest was only £283 and yet it’s going to cost them £550 with the FOS service! what silly ways to operate.
I had already passed this to the FOS after week 8, but they did state in their final response “If you have anything additional information you would like us to review if you feel it will change our decision please provide it” i’ve therefore responded to them stating by not checking my file, they acted irresponsibly regardless to whether they were required to by law or not.
Has anyone had a similar experience with them? if so, what happened?
Thanks
Sara (Debt Camel) says
WDA didn’t use to check credit records. This wasn’t directly against the regulator’s rules so technically when they said “unsecured lenders are not required to review customers CRA’s and we did not review yours so therefore wouldn’t have known all the circumstances you have mentioned in your complaint” they are correct.
But if you kept borrowing from them, they should have realised you may be in trouble and should have looked more closely eg by checking your credit record and/or asking you for your bank statements.
alana says
Hello,
Quick update.
I send complaint to QuickQuid for four loans and they came back quite quickly and said all not upheld. sent to FOS and the adjudicator has rules in my favour and has said i should receive all interest back and 8% interest. just goes to show there is always a chance.
Does anyone know how long Quick Quid take to pay out? my adjudicator said he will now ask them to contact me direct but if i don’t hear anything within 4 weeks i should contact him. I read somewhere that QQ has been taken over by Sunny.
anyone got any experience with this? could really be doing with it asap to pay outstanding debt.
Sara (Debt Camel) says
” I read somewhere that QQ has been taken over by Sunny.” think you must have mis-read that!
Have QQ accepted the adjudicator’s decision?
Laura says
I am waiting for my refund from QQ. Settled on 28rh September 2018 but still not had refund. They said it would take 15 working days from the time that they sent me the email confirming bank details and pay out.. despite complaining regarding other people on here being paid within a few days, leaving a negative review on Trust Pilot..and informing them that this stress is widening my medical condition, they still have up to 30th October for payment to go through..good luck, hope you get yours sooner than mine..
Craig says
Is there a refund calculator on this site ? Hopefully getting an offer soon and just wanted to know the actual amount that they owe me first before considering any offers
Sara (Debt Camel) says
A refund calculator doesn’t really work for these complaints – you would have to enter the interest you paid on each loan separately, with the date you paid it… more trouble than it would be worth!.
Instead I suggest you add up all the interest you paid and then compare that to the interest part of any refund you are offered.
C says
Hi everyone
I’m eager to hear the experience of people with sunny claims. Next week will mark the 8 week point, I have contacted them today and they have said they are still investigating.
I’m short I had over 30 loans with them over an 18 month period, all paid back and cleared and so no existing debt.
What has been your experiences with them???
Jen says
They refunded loans 4-21 of mine but had to go 2 the FOS settled at adjudicator stage. 1st complained to them Oct 17, they offered to clear 2 outstanding and reduced balance to pay to £742, I refused, FOS in jan 18, adjudicator decision start July, paid out end July, still waiting on them fixing my credit report tho, they offered me £50 compensation today for not having it wiped yet. After the FOS investigation I was refunded £2792, gd luck
Paul says
Hi C,
I had 17 loans from them in 12 months. I was very confident with my claim but it was one of the first claims I’d put in so I hadn’t put as much info in the complaint to them that I probably would have done had I done it now. They rejected my complaint within the 8 week period with a shortish final response so I referred it to the FOS 2 weeks ago. I’ve had communication from the FOS asking for more details which I’ve provided so fingers crossed I get a positive result from it. Good luck with yours.
pamela says
Hi Everyone
I have had rejection replies from three lenders so far.Am very wary of taking it to the Ombudsmen as I was on & am still on a DPS.Does anyone have experience of being on a DPS & getting PD refunds?
Thanks.
Sara (Debt Camel) says
what does DPS stand for?
A says
Piggybank keep calling my work phone number about an outstanding debt. They are also telling my colleagues who have answered the calls where they are from…
I’ve been emailing them regarding payments so why are they contacting me at work aswell? How can I get them to stop?? I don’t need the additional stress & embarrassment!
Christopher Mills says
Others here will be able to give you great advice about the best way to engage with the firm, and what to say/write on a practical level. But just to set the ball rolling … the rule which is probably being breached here (depending on overall context) is CONC 7.9.7,, https://www.handbook.fca.org.uk/handbook/CONC/7/?view=chapter
Sara (Debt Camel) says
Is this a new loan taken out recently? Have you put in an affordability complaint – I thought you had already won all yours?
Here is a letter https://www.nationaldebtline.org/EW/sampleletters/Pages/Creditor-harassment-warning-%28sole-name%29.aspx to complain to a lender about this. You are complaining that leaving messages at your work with a payday lender’s name is embarrassing and amounts to harassment and that you will complain to FOS if they do not stop. Add to the letter that you want them to delete your work phone number from their records and point out you have already informed them you are unable to pay the balance and have been trying to set up a payment arrangement.
A says
I’ve phoned them asking to remove my works number, they said they can’t do this! I also said how they are disclosing where they are calling from to my colleagues, the lady I spoke to said they have to! Really???
Matt S says
Hi A,
When I was entering into debt management about 5 years ago I emailed all the companies I had loans with the below and it did stop them from calling me at work, try it and see if it helps?
“I must inform you in the strongest manner that I do not wish to be contacted at my place of work at any point regarding this loan / debt as this could jeopardise my employment and therefore I would not have the monies to repay the loan to you. My work telephone number was only provided for you to confirm that I was employed and that my place of work had a working land line, and this is what you informed me when setting up the loan. My work environment is not a place for me to discuss personal finance matters, or arrange further more convenient times for us to discuss matters further, I wish to only be contacted on the above email address not by phone and I will reply to any emails you send. Should I find that I am still receiving phone calls I will seek immediate legal advice as I have now given you prior notification regarding this.”
Sara (Debt Camel) says
Put your complaint in writing using that template as a start. Put COMPLAINT ABOUT HARASSMENT as the title of the email. You could mention CONC 7.9.7 as Chris has suggested.
Take your complaint to FOS if they don’t change their mind and ask for compensation. You may not get much money but it’s the principle that matters here – you have been able to come here and get some support, some of their other customers may feel more desperate because of this.
Mark says
Contact them and say you want to opt out of phone contact. The new GDPR rules state you have to opt in for them to call you.
Sara (Debt Camel) says
I think that is a misreading of GDPR – the lender has a good commercial reason to want to contact someone who has missed a debt repayment. The question is, can the call at an employer’s.
Mark says
It’s been six months since I forwarded a complaint onto the FOS but the latest update from them says they are still waiting for the lender to send them the file..I have had other payday loan complaints but none waiting as long as this.I long can they take?
Sara (Debt Camel) says
which lender? are there loans over 6 years old involved?
Mark says
Loans are with Sll Safe loans and are not over 6 years but I did have about 30 loans over 4 years
Sara (Debt Camel) says
I remember you asking about them a few weeks ago. Did you email the FCA and copy their compliance director as I suggested?
Do you have bank statements showing all these loans?
Rachel says
Hi Sara,
I got my final response from pay day uk they have adivsed;
You continued to borrow from us, receiving four further loans between 02 July 2015 and 17 September
2016. Having looked at our records, I believe we should’ve asked more questions and done more
checks at the time we lent these four loans to you. Unfortunately, I have been unable to reach a decision
as to what we should have with the information I have available to me. However, if you are able to
provide the documentation I require as laid out in the table below, I will be happy to look at your four
loans between 02 July 2015 and 17 September 2016 again, providing you with my final response to
your complaint.
What I need:
A copy of your bank statement(s) for the following month(s) and year(s):
Year Month(s)
2015 June, October
2016 March, May
Your credit report which you can obtain for £2 from the Money Advice Service –
https://www.moneyadviceservice.org.uk/en/articles/how-to-check-your-credit-report.
02/07/2015
2 Funds lent
responsibly
02/07/2015
–
17/09/2016
4 Unable to
Determine
There was other stuff in the letter but these seem like the important bits. Do I send over my bank statements?
Thanks :)
Sara (Debt Camel) says
Your options are:
– to just give up on your complaint,
– to send them the bank statements and credit report they have asked for (NB you can get a free credit report from Noddle – PDUK are out of date in saying you have to pay £2 for one), or
– to send the whole case to the Financial Ombudsman immediately.
The two loans they say were lent responsibly – are you happy to drop those? If you aren’t, then there is no point in sending bank statements to PDUK as you are always going to have to go to FOS to get those 2 loans considered so you may as well do that now.
But otherwise I would suggest sending the bank statements and saying you will be sending the case to FOS if they do not reply with an offer within 2 weeks, to stop this dragging on.
Rachel says
Thanks Sara I have sent my bank statements as I am not too bothered about the first two loans as they were quite low, thank you :)
John M says
Cash Genie – I asked for an update again as to when they would be sending cheques out. Again I got the standard ‘I don’t know’ so I am going to speak to FOS and I will also be sending an email to RSM who are acting as liquidators. If I get no reply from there I am going to consider whether to start speaking with newspapers, news programmes and consumer programmes to see if any would consider looking at it as well.
I did try with FCA but they said as Cash Genie no longer registered, they can do nothing.
I got my offer on 19th June and it is now 23rd October so I think it is only fair that, at some point, they have to issue the money they have agreed to refund. They even said I would get 8% simple interest. Even if I don’t get that 8% I think they should have refunded the money they have agreed to by now.
I will let people know what I find out but if you are in the same boat as me and have been offered a refund, maybe we can work together on this?
Thanks.
StevieC says
Did they make you an offer by email?
John M says
Yes my offer is by email
Keith says
Hi little bit of advise.
I have had loads of payday loans.
I’m now at week 7 and two have came back to me.
(Sunny ) owed 217 — offered to wipe debt and take negative from credit file
247 Moneybox — owed debt 449 — won’t uphold claim and no redress . But gesture good will. Said will wipe old debt and same again clear credit file
What should I do?
Sara (Debt Camel) says
How good are these offers? For each of Sunny and Moneybox 247, could you say:
– how many loans you had from them?
– how much interest you paid on the loans that you have repaid in full (not the last one with a balance)
– the last loan – how much did you borrow and have you made any payments to it?
Keith says
Hi Sara as follows for Moneybox 247
Loan 1
Advance date: 02/01/2013
Principal: £100.00
Repay Date: 22/02/2013
Repaid Amount: £204.88
Outstanding amount: £0.00
Loan 2
Advance date: 13/03/2013
Principal: £100.00
Repay Date: 12/04/2013
Repaid Amount: £194.80
Outstanding amount: £0.00
Loan 3
Advance date: 15/04/2013
Principal: £125.00
Repay Date: 14/06/2013
Repaid Amount: £239.89
Outstanding amount: £0.00
Loan 4
Advance date: 17/06/2013
Principal: £150.00
Repay Date: 28/08/2013
Repaid Amount: £338.92
Outstanding amount: £0.00
Loan 5
Advance date: 02/10/2013
Principal: £125.00
Repay Date: 28/10/2013
Repaid Amount: £186.76
Outstanding amount: £0.00
Loan 6
Advance date: 24/11/2013
Principal: £225.00
Repay Date: Not repaid
Repaid Amount: £346.11
Outstanding amount: £449.49
Total amount borrowed across all loans: £825.00
Total amount repaid across all loans: £1511.36
Outstanding balance: £449.49
Sara (Debt Camel) says
So on the last loan you have already repaid more than you borrowed. Their offer to wipe out the balance isn’t very generous!
You had paid £561 interest on the first 5 loans, but these weren’t every month, there were some gaps and the first three were pretty small. It looks like the 4th loan you were either late paying or you had rolled it?
They certainly shouldn’t have given you the last loan – if the Ombudsman agreed with that then you would get a refund of £12 and the last loan wiped out. And there is a good case for saying they shouldn’t have given you loan five, which would be another £61.
You could go back to them and say you will accept a refund of interest on the last two loans?
But these are quite small amounts, you may be happy to accept there offer to wipe the last one.
Keith says
Hi Sara thanks . I was thinking just to accept as it’s not massive amounts but the other hand 2 payday loans wiped from my credit file a bonus thanku Sara
Steve says
Update with Lending Stream:
Had three loans with them (two old, one current), all complaints rejected.
Loan 1 for £400, interest £335.36 taken out on 13/3/2017 (went onto repayment plan)
Loan 2 for £460, interest £323.30 taken out on 2/5/2017 (went onto repayment plan)
Loan 3 for £700, interest £661.41 taken out on 5/6/2018 (now on repayment plan)
Have sent complaint to FOS. Fingers crossed!!
Andrew scott says
I made several claims over a year ago which where declined by the payday lenders. Am I able to make another claim? I was told if it was over 6 months from when the case was opened its too late.
Sara (Debt Camel) says
Yes the complaint has to be taken to the Financial Ombudsman within 6 months. Unless you have a very good reason for having missed this deadline.
katie says
Hi all,
Today marks the end of a long-ish battle which started welll over 12 months ago against 8 payday lenders.
I found out recently from my adjudicator that lending stream have agreed to his recommendations and the refund will (should) be with me soon .
Out of all the lenders , I was successfully with all but one (that was in all fairness only for one loan).As well as the money , all have been wiped from my credit report which for me is equally important .
In total my refund has been well over £15,000 and it has complete changed my life! I didn’t owe the companies anything when I claimed but I’ve been able to repay all those who helped me plus more .
Good luck to all of you still battling, it’s well and truly worth it to get some justice for the hell they put us through !
Thankyou Sara and everyone , I didn’t know where to even start untill I found this website .
GM says
Well done, great result!
Sara (Debt Camel) says
Excellent news!
Iain123 says
Sent initial letter to WageDayAdvance four weeks ago. They replied last week but failed to attach document outlining my loans, they apologised and resent without passwords, they resent this. Couldn’t open the Zip file. Aaargh!
Frustrated, so called them today. Spoke to customer service and they couldn’t have been more helpful. Over the phone they gave me all details of my loans from 2013. 11 loans over 18 months approx £5000. (which sounds about right). They couldn’t tell me how much interest I paid in total. How much can I expect back? I have eight other payday companies I’m chasing. I’m in no rush and can play the long game.
Sara (Debt Camel) says
No idea. It depends on what interest you paid. You need to ask them to send you the full details.
Glynis says
Hi. I received a e-mail from pounds to pocket in September saying they did all the proper checks and they havnt upheld my complaint. I can’t find the E-mail they sent me regarding this. Can I still send the complaint to the Fos as on the form they are asking for the final response from pounds to pocket. Thank you
Sar says
Hi Sara
When I sent my complaint into sunny I didn’t really go into any detail of my income and expenditure I just put the amount of the loans and time period it was over which was 22 loans over a 6/7 months do you think they will refuse my complaint because of the lack of detail? Shall I send a email going into more detail such as income and expenditure as i know I could get my income details but not so sure about expenditure as it was 2 years ago. I was hoping they would just give me a offer due to amount of loans taken in such a short period of time
Sara (Debt Camel) says
That is a lot of loans over a short period. Do you have your bank statements from that period? Because you will need these if it has to go to the ombudsman, so this would be a good time to get these.
Sar says
Yes I have already downloaded the bank statements from that period I am just worried that I haven’t put enough details in my complaint like my income (I only work pat time and have 4 children) and expenditure
Sara (Debt Camel) says
If you have the bank statements, you probably have enough info in them to write the step two full complaint letter in the article above? You don’t have to do this, but it shows the lender you are serious and means you are in a good position to go to FOS if you don’t get a good offer.
I don’t know how much difference it will make.
Laurence says
Hi Sara
Received an email from Quick Quid yesterday 8 weeks to the day that I sent them my SAR.
They have agreed with my unaffordable lending complaint and offered to repay 2 of 11 loans I had with them.
8 of these loans they have rejected as being more than 6 years old and also rejected the final very small one I had.
Keen to get your thoughts on this, should I accept the circa 5k they have offered and forgot the over 6 years one…… Tough one I think. (Worked out best outcome I could get is around 11-12 thousand)
Sara (Debt Camel) says
That is definitely a tough one. Turning down 5k…
Assuming your 11-12k estimate is correct (does this include added 8% interest?) then you could reasonably hope to get 9-10k back if you send the whole case to FOS. But it would be very slow. And there must be some chance, it’s impossible to say how small, that QQ would go out of business.
Ignoring the numbers about the max you could get, do you feel 5k is a fair offer for all the stress and trouble you had?
Laurence says
Thanks Sara,
My 11-12k estimate is taking into account my first loan or two that will no doubt rejected and includes interest.
I have asked QQ to include one additional loan (8 of the 10 payments I made were within the last 6 years so think I have a valid case for this)
As you say it is a long process ahead with the FOS and bank statements etc to locate so I think I already know the answer to my question.
I have other cases which are already with the FOS so I’ll sit back and process those.
So far all I’ve done (thanks to you and this site) is send a few emails to o QQ and now have been offered over 5k.
Thanks again
Sara (Debt Camel) says
QQ’s US parent released its latest profit figures yesterday and their UK operations sound as though they are doing very well, more lending, more profits, no warnings about the cost of refunds.
Gaz says
Good morning,
Is there precedent for repayments to be put on hold while a complaint is investigated by the Financial Ombudsman?
Sara (Debt Camel) says
“Precedent” isn’t really relevant here – what happened to someone else doesn’t affect your case.
Is this a new loan which you can’t afford? Or one where a lower repayment arrangement is already in place? How many other loans did you have with that lender?
Gaz says
Morning Sara,
It’s with Amigo. They offered me a top up in the condition that I paid back the entire loan over 12 months, with massive monthly payments.
They’ve stated that if I try for a reduced monthly payment my guarantor will have to make up the shortfall.
Thanks,
Gaz
Sara (Debt Camel) says
For guarantor loan, this https://debtcamel.co.uk/how-to-complain-guarantor-loan/ is the best page for questions and it has a different template as they are so different.
Yes they are very likely to go after your guarantor if you try to reduce the payments.
Who is your guarantor? Could they afford the repayments – obviously you don’t want them to be affected, but I am asking here if they could afford them if they had to. If the answer is NO, then they too can make a complaint and ask to be removed as guarantor – here is the page for them to make a complaint: https://debtcamel.co.uk/amigo-complaints-by-guarantor/. Also check with the guarantor that they were asked to agree to your top up loan – if not this is another reason they can ask to be removed as a guarantor.
R says
Hello, wondering if any advise on Swift Sterling.
sent them a complaint in 2014 ref irresponsible lending. this was rejected and they informed me that they were not regulated under the FCA as they were based in Malta and therefore it was their final response and i could not take it any further. Fast forward 4 years, and it appears they told me lies as you can pass this onto their own Financial services based in Malta.
I recontacted Northern financial stating my claim was rejected in 2014 and that i had been given incorrect information on other possible avenues to explore. 3 months later i hadn’t had a response so i sent them an email on Monday stating they have breached the 8 week time period. 48 hours later i receive a final response stating they won’t be upholding my complaint and attached a letter they supposedly sent in 2014 stating my complaint wasn’t upheld and advising me i could go to their version of the FOS. I didn’t get this letter! and it certainly wasn’t the original response i had from them
Any advice?
Sara (Debt Camel) says
Can you repost this please on this page https://debtcamel.co.uk/swift-sterling-pounds-till-payday/ which is more relevant.
Lisa G says
Can anyone advise on how long it’s taken them to get a final response from payday UK and The Money Shop (for cheque loans). It’s been 10 weeks now and not a final response from either. I have sent to the FOS but would like a final response at some point.
Paul says
Hi Lisa. I had a response at the 8 week stage saying they had yet to come to a conclusion and that they needed another 8 weeks. I referred this to the FOS at this stage. You can do the same and if they come back to you after you’ve referred it, you can always close the case down with the FOS if you’re satisfied with the outcome from PDUK.
Lisa G says
Hi Paul, thanks… yeah I’ve referred to the FOS and know I can cancel with them if I get an offer from Payday UK / The Money Shop but was wondering how behind the 8 week deadline they actually are? If you’ve said they needed another 8 weeks that’s not a good sign 😩
Just after I sent this message I called them and was told that they’d completed their investigation for the cheque loans and it’s been passed to a case worker to write a final response, and I’m told I should get that within a week – he wouldn’t / couldn’t give me any more details. For the cheque loans I had some older than 6 years and some younger… £2500 in interest in the older loans, £1700 for the more recent (less than 6 years)
For Payday Uk I was told they haven’t done anything with regards to their checks or anything so he had no idea when I’d get a response for that… all of those were over 6 years old but about £3300 in interest so I’m expecting the FOS to deal with that one.
Jo says
Hi Lisa
I’m in a similar position to you, I had loans with payday uk and payday express, older and younger than 6 years, they have taken almost 12 weeks so far, I just wondered when did u submit your complaint?
Thanks
Jo
Lisa G says
12 weeks?! 😩 They must be overloaded.
I submitted my first complaint on 16th August 2018.
When did you submit yours?
Joanne says
I submitted mine on the 6th August!i called them up when it had been about 9 weeks and they said they were two weeks behind!i also had to chase them as they were only communicating with me in regards to payday uk but not payday express, they sent me an email apologizing and saying that it has been missed but that they would backdate my complaint and prioritise it and I would get a final response within a week, so I called when the week was up and they said they had hoped to get a final response to me but they are hugely behind😓, it will be so frustrating if we wait all this time and they just say no!could you figure out your loan history?i just can’t make head nor tail of mine!
R says
Does anyone know what’s happened to MyMate / Different Money? or the correct address to contact them on (I’ve check the list of contacts page and it’s not on there)
Sent a complaint to both companie (not knowing which one they trade as now) 3 months ago and haven’t had an acknowledgment or response
Rob says
I spoke to FOS few months back about my mate/different money, and they’ve gone bust. Said nothing can do about it.
Bob says
Hi Sara, with all these claims going in against PDL
Companies is there a chance of them going out of business? I’ve turned an offer down just over 6k. Currently with the ombudsman as a didn’t agree with the adjudicator on 1 more loan. This was a flexi loan and the interest is another 5k. Do I hold out for this or just take the 6k. Tough one.
Sara (Debt Camel) says
who is the lender?
Bob says
CashEuronet
Sara (Debt Camel) says
They are big with a big American parent. But there is some risk, it’s not possible to say how small. It’s normally taking about 3-4 months for an Ombudsman decision, some quicker, some slower.
Graham says
I have had a reply from the FOS with regards to wagedayadvance and 24/7 money both of which the loans were over 6 years. They have confirmed that they believe they can look at these loans. They have sent replys to both companies and are waiting for there response. I have another 5 or 6 which are also over 6 years so am very hopeful these will get looked into. In total including 8% interest i,m looking to get back just over £5000! Sunny loans were the only ones who offered to fully refund. Just over £700.
Iain123 says
Hi. I received a Final Response letter from H&T today. Four weeks from my initial letter to today, where they offer £1200. They refuse to look at loans before September 2012. I know I had loans with them before this but have no documentation on this. I believe the Ombudsman would consider loans before 2012 but how do they do it without any documentation?
Sara (Debt Camel) says
If you send a Subject Access request to H&T (email them at DPO@handt.co.uk and ask for a copy of all your personal information) this should show the over 6 year loans – assuming H&T have a record of them.
Have you tried to get your bank statements? This is often easier than people think, even from closed accounts.
BUT do you know how many older loans you had? If it’s only a few, then if H&T have offered a full refund on loans less than 6 years old (have they?) that may be a reasonable offer.
Iain123 says
Sara. Thanks, I’ll get on to H&T about my loan information. I popped into a branch today and they told me I started borrowing in 2009, but they had no loan details. I hope they can supply that info through the above email address.
I’m not accepting their offer (yes, they offered a full refund on loans less than six years) and just started an Ombudsman complaint against them, hopefully the Ombudsman will look at loans from 2009 onward.
It was a local branch and most of the time I walked in and renewed the cheques with cash, I didn’t keep receipts, so it wouldn’t show up on bank statements. Santander only supply them for seven years so it wouldn’t matter anyway..
I filled in the form on the FOS website, attached H&T’s final response and a 2012 bank statement just to show the mess I was in. I assume this is better than calling them?
Iain123 says
Hi Sara. That email address isn’t valid, it just bounced back.
Kerry says
Hi,
Looking for some advice please. I originally complained to Lending Stream in September 2017. After numerous delaying on their part the case was finally settled through the FOS at adjudicator level and I received almost £5,000 refund along with negative info to be removed from my credit file and outstanding balances written off. Not long after this I started receiving communication from a company called Lantern chasing me for the debts that should have been written off after the settlement of the complaint. I again complained to Lending Stream about this and was reassured that Lantern had been contacted and the debts bought back. It is now October and the defaults from Lending Stream are still on my credit file along with defaults now from Lantern for the exact same amounts!! I have sent another complaint and received no acknowledgment etc so I have contacted Lending Stream by phone to be told that because it was a FOS complaint it had to go through the FOS and they had escalated it as priority for them to contact me. This was a week ago. Now as my FOS complaint was settled and as far as I was aware this complaint about Lantern was a new complaint where do I stand?
Thanks
Sara (Debt Camel) says
Have you put in a complaint to Lantern? Have you talked to you adjudicator from the old complaint? What date was the old complaint settled?
GM says
Had 30 loans with MyJar between 2011 and 2013. Responded 4 later saying they can’t look at over 6 year loans and only redressed 1 loan, offering £110 with interest. Interest paid on all
Loans was Close to £2k.
Went back to negotiate and highlight the consecutive loans (taken less than 7 days after repayment) and rejected my proposal saying 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”
In regards to the next 15 loans. The average days between the loans was 30.41. Therefor we disagree that these loans were unsuitable as the significant gaps in lending throughout these loans suggests otherwise. The interest you paid on the final 15 loans were minimal amounts ranging from £17.00 to £60.00. When being granted these loans you only took an average of 41.47 of your credit ratio limit, again as you didn’t borrow even half the amount of money allowed to you at the time of lending in most cases, we disagree that these loans were unsuitable.”
So they average all the loans taken! The last three loans were taken nearly 3 months apart and I wasn’t claiming them. There are more than 10 loans taken with 7 days of repayment, but they included them in they’re average calculation.
I told them I wasn’t satisfied and the the complaint would be fake to the FOS.
Sara (Debt Camel) says
Averaging is a very poor way to consider a complaint! good luck with the FOS.
HA says
Hi
I complained to lending stream end of August and they sent a complaint procedure and I sent a further email chasing for update and on1st Oct they sent an email saying “we are amidst reviewing this matter and would get back to you shortly” it will be 8 weeks period on Saturday. Do i chase again for an update or wait till 8 weeks up Saturday and then pursue it was ombudsmen. I had several loans every month with them and then emails or texts saying I could apply for another after anothr (unfort I haven’t kept these) . Thanks
Sara (Debt Camel) says
I would send it straight to the ombudsman at 8 weeks if they haven’t replied. LS have a reputation for being sloooow.
Ha says
Thanks for your reply I will wait for the 8 weeks. Yes they are very slow and it’s frustrating waiting. I haven’t been sent any information of all these loans taken out nor have they asked me for information I just sent a complaint letter. How do i pursue with the ombudsman ? Thanks for your help
Joe says
Hi,
Unfortunately ive been stupid enough to keep lending from Lending Stream after resolving my initial complaint.
Can I complain again and say they have been continuously lending me money which i cannot afford?
Thanks
Joe
Sara (Debt Camel) says
Yes. I have no idea how the Ombudsman would view the complaint though. Do you have a balance owing to LS now?
Joe says
Yes I do. Ok, I shall be making the complaint in the near future.
I will update on here as it may help others.
Thanks
Sara (Debt Camel) says
Then I suggest you set up a payment arrangement with LS now for the balance.
Mark says
Hi
I had over 70 payday loans over a 6 year period between 2008 and 2011. Because of this I had to go into a dmp with stepchange and a lot of these were put in the dmp to pay them off. Am I still ok to chase for charges and interest to be paid back as some accepted lower payments at the time. I was obviously in financial difficulty as I was borrowing every month to try pay them off.
Sara (Debt Camel) says
Yes you can ask for refunds.
If some of the lenders wrote off some of your debt, this may reduce what you can get back, because it reduces the amount of interest you actually paid. But if the debts were paid in full through your DMP, just more slowly, that won’t affect the refund at all.
All the complaints are over 6 years old, this means you should expect them to have to go to the Ombudsman and they may well be slow. But just set off and don’t be too impatient! Also get hold of your bank statements now going as far back as you can, including from closed accounts.
B says
I was fortunate enough to get redress on all of my pay day loans back in 2014 (including £6k from Wonga) and had an absolutely fantastic adjudicator who looked at all 13 of my complaints! As soon as i submitted one online it was allocated straight to her and she upheld every single one of them. I only had to submit my situation once (including credit files and bank statements) and she used that same info for every one. A few months back i stumbled on this site when looking up vanquis ROP refunds and have been reading it since.
It seems to me that the FOS are no longer being consistant with their adjudications and decisions. For example, the sheer number of settled loans on my file were enough of an indicator that no lender should have lent to me, wheras now i’m seeing that this isn’t taken into concideraration as much. Also borrowing pattern was also grounds for my complaints to be upheld (regardless to loan value) but again, i’m seeing many decisions stating regardless to the pattern, the loan repayments were relatively small and therefore affordable.
Wish you all great luck with your complaints and don’t be afraid to point out inconsistant approaches by the FOS if they don’t uphold a complaint
2 more in progress for me that i forgot i had, fingers crossed
Sara (Debt Camel) says
“I only had to submit my situation once (including credit files and bank statements) and she used that same info for every one.” That is what happens now.
“It seems to me that FOS are no longer being consistent with their decisions” no, actually they are a lot more consistent now than they used to be. You were lucky, other people pre mid 2016 sometimes had much more random responses from FOS.
There are plenty of people winning cases with small loan sizes, what matters is the affordability and repeat borrowing. This hasn’t changed.
“2 more in progress for me” and the rest! in the last few weeks you have been asking questions about WagedayAdvance, Peachy, Trusted Quid, Pixie, Different Money, Swift Sterling and 247 Moneybox. I’m not sure how you could have forgotten so many if you had your bank statements back in 2014? It’s certainly a pity as 3 of those you could have got a refund from earlier but no longer.
R says
Sara that was a very negative and sarcastic response to something that was suppose to be helpful to your forum.
I said 2 more in progress…. as in WITH the FOS, the rest of the complaints are still with the lenders for responses.
As for the ones I had forgotton about, I had 2 bank accounts, one of which I had lost the account number and sort code for and had since moved house so wasn’t able to obtain the statements at the time, When clearing out some old paperwork a few months back I found a statement that had got wedged inbetween a photo album – that ok?
Jen says
B or R, personally I think Sara is doing an amazing job to help us all with current complaints, I don’t know how many complaints you actually won but as you stated it was 4 years ago, the FOS do their best and the volume of complaints has obviously gone up since you complained in 2014, maybe their protocol was diff 4 yrs ago, I’ve been reading this site for over a year now and found it a great help with current timescales. I’ve only submitted my statements etc to them once for all my complaints, if people ask adjudicator to pick up another 1, they will if they can. Gd luck with your 2-7 outstanding current complaints. People read this for help, yes 5 mins in a tea break, 10 mins before bed, all of us are dealing with and interested in current complaints. Not from yrs ago
R says
Hi Jen,
I don’t disagree, i’ve done nothing but phrase this site and Sara, but that response or the sarcasm within it wasn’t called for when I was simply sharing my experience and trying to help everyone who uses the site.
I spent 2 hours last night reading ombudsman decisions with reasoning such as (and I quote) “Whilst there were a large number of settled loans on Mr f’s credit file, the loan repayments were relatively small and therefore i don’t feel the lender ought to have felt it was not affordable” “Whilst Ms P had re-paid and re-borrowed on a number of occasions, her disposable income ought to have been enough to make the repayments”
My point was, many of my complaints were upheld on the basis that when a lender see’s the above 2 situations (re-borrowing immediately after repaying or lending despite evidence that the customer was reliant on payday loans long term) it was deemed as ‘irresponsible lending” i’m seeing many examples where complaints are rejected on the basis that they were deemed affordable, regardless to whether the lender was irresponsible to lend.
Sara (Debt Camel) says
As I said, there were a few odd decisions in the early days. But you won’t get a refund if the loans were affordable – that is what an affordability complaint is about and that is why people are asked for bank statements. It is pretty rare for me to see an Ombudsman decision that I disagree with significantly – sometime I would have decided to refund a slightly different number of loans.
Sara (Debt Camel) says
I will say sorry for the sarcasm. But the rest of my comment is accurate. It has not got harder to win cases at FOS and they are more consistent, not less.
Andy says
I just like to say a big thank to Sara , she does this out of goodness of heart, and has help thousands of people including myself, which see also does in her own time , any negative comments should not apply to Sara as so many are debt free or in better positions just because of her and this site , thanks again
Jen says
Every case is assessed on its own merits, we are all unique and different and so is every case, the FOS still assess on affordability & irresponsible lending. If you see the bigger picture of this maybe the case you referred to is someone who just likes to have £xxx in their bank as a security blanket and didn’t actually need the loan at all. There are people like that who borrow but don’t really need it, I’ve seen people who borrow just to do that so they can do it again & again, or increase their credit score, pdl companies did advertise that at some point to increase credit score, take out n pay back to up your score.
Ljc says
I agree Andy , without this site I wouldn’t of even known I could claim , I have 4 with the fos at present and I am truly grateful for Sara’s help and I’m sure a lot of other people on here would 2nd that