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?
B says
Update on my experiences, i started my complaints back in 2015 and then following a bad period of health (and moving house so losing quite a bit of info) have picked up the last few recently
Wonga – Recieved £6,320 back in 2015 and all info removed from credit file
Pounds2poocket – Rec £1,800 bacl in 2015 and all info removed
Mr lender – Recieved £1,900 back in 2016 and all enteies removed
Uncle buck – Recieved £800 back in 2016 and all info removed
Quick Quid – Recieved £2,800 back in 2015 and all entries removed
247 Money box – negociated £900 of £1,100 interest back and agreed to remove all info on file
Peachy – got back £300 of the £600 but refused remove info on file
Wage day advance – with FOS
Trusted Quid – With FOS
Good luck all
Kareen says
Hi all,
I am at the early stages of contacting QQ LS QM MJ Sunny, I’ve had acknowledgement emails from 2 requesting bank statements, should I just ignore them? In the meantime I have contacted 2 banks, who will be sending me the last 6 years of statements, I think when I get the statements, I’ll probably find more pay day lenders? On 4 of these lines dating back from 2014/2015 I have been on a payment plan paying them all £1 per month, is this a strong claim? Also QQ gave me 4 loans with the same month? I’d appreciate anybody’s reassurance , if you think I’m in a good position. Thanks
Sara (Debt Camel) says
As you don’t have the bank statements yet, tell the lenders to consider your complaint as it stands and that you will supply statements to the ombudsman if necessary. Ignore requests for payslips. I’m not convinced any of the lenders you mentioned actually read bank statements!
Being on a payment plan for such a long while means you obviously can’t afford to pay much each month. That helps your case for an affordability refund but what is most important is how often you borrowed from each lender and what the gaps between the loans were. It is harder to win 1 and 2 loan cases unless the amounts are obviously large compared to your income.
Maggie says
Hi all just need to share some entertainment with you regarding WDA and my loans which are over 6 years old. Having complained to them in February 2017 yes folks 2017 and escalated this to the FOS in March 2017 because WDA choose to pick part of a ruling about over 6 years to complain but completely disregard the part about “or 3 years from becoming aware” I wrote a review on trust pilot about unfair complaint handing at the beginning of the week. After getting a reply that they would investigate I then get an email from them telling me it’s the FOS who are holding my complaint up and that they would write and chase it up for me if I needed them to! ARE YOU FOR REAL? I have now emailed and updated my review explaining again that my complaint is with them discriminating against me when they have already settled similarly aged loan complaints with others (as published on the FOS decisions as recently as September this year). This is now in a queue (and has been since June) for an ombudsman to say if they can consider my complaint. Going all the way with this one and already 20 months in. :-)
Kareen says
Thanks for that info- it really helps-
David says
Hi all, I have a question about fernovo/quidie.
Made my complaint and received acknowledgement on 18th July. Now almost 4 months later and have heard nothing else, although they have been in contact about a payment plan. I was just wondering if there is anything I could do about the length of time?
To clarify, this has been sent to FOS
Sara (Debt Camel) says
Have you told FOS you have had not yet had a Final Response? FOS often move quickly on these cases.
David says
Haven’t done that yet Sara but I will do thanks.
I have a question about Ferratum. Settled my account on 27th September. Although they never upheld my complaint, as a goodwill gesture they refunded all my interest which reduced my balance significantly and I paid that balance off. Was told my credit report would be marked as settled.
Today, almost 7 weeks after I settled, my account is still shown as open and the balance owing is the original amount owed before the refunded interest.
Any advice would be greatful.
Sara (Debt Camel) says
Tell them they have two weeks to sort out your credit records or you are sending the complaint to FOS.
Rob says
Dear All, has anybody else had the problems I am having with MyJar. They have promised their final response but still have not made it and now outside the 8 weeks. I just wondered if anybody else was having the same problem with delays at MyJar at the moment?
They ignore my emails and even when you phone you can never speak to the Complaints team!! My claim is potentially quite large, consistent borrowing from 2011 to 2013 and paid circa 4K in interest.
Sara (Debt Camel) says
A lot of the lenders are having problems with complaint volumes at the moment. To be honest your chance of getting a very good offer on such a large claim including loans over 6 years is not great, so it may be best to send it to the Ombudsman now and not delay. You can always withdraw your case if they do make you a good offer.
Jamie Rossiter says
Im at the 8 week stage with MyJar today. Still waiting for a final response. I had 33 loans between 2014-2015 paid about 3k in interest. Sent them all my bank statements that they asked for weeks ago but still nothing apart from an automated email saying they were investigating my complaint. Guess i will just have to wait and see. A poor trustpilot review might give them some encouragement 😀
Steve says
I received a reply from Peachy saying this:
To ensure we are able to adequately assess the complaint, we would kindly ask you to provide the following:
• Copies of your bank statements (for the period of your loan/s with us)
• Your payslips (from the time of your loan/s with us)
• Any additional evidence of your financial circumstances at the time.
The above will enable us to have a better understanding of your situation at the time and help in the investigation into your complaint
Do I have to send those in? Suely if they had done the propper checks at the time of the loans, they would have that info?
Sara (Debt Camel) says
No you don’t have to send them. If you send bank statements it may help your case, but often the lender just seems to send a template reply back so I don’t think they spend much (if any?) time looking at them. No need to send payslips, all that info is on bank statements – I am sure they only ask for these to make it sound difficult as hardly anyone keeps them and you can’t get old ones!
Have you sent the full step 2 complaint letter? If you are waiting for the list of loans from them, I suggest you reply that you will be able to provide more details about your complaint when they have supplied the loan details you have requested.
If you don’t have your old bank statements, this is a good time to get them as they will be needed if your case has to go to the Ombudsman – who really does read them!
Danny says
I made several complaints, all the creditors asked me for all details and my response was”you have everything as you loaned me” once complaints were complete I had 3 who upheld and 5 who never, the 5 are now with the FOS and so far 2 are in my favour,, the FOS asked for all bank statements and credit reports I obviously passed these to them to support my claim, FOS have upheld MYKREDIT and sunny but the complaints have declined to refund and agree so I have now ask for a higher ombudsmen to review,, as for mr lender, uncle buck, safety net, lending stream they all agreed to the complaints and paid me and closed all outstanding balance, MYKREDIT are battling but it’s at the moment in my favour and due a sum of 1756£, sunny is in my favour and due a sum of 2376£, mr lender refund me 460, uncle buck waivered outstanding loan, lending stream paid me 760, safety net paid me 1769 all to close the case
Lozza C says
Hi
I have just submitted complaints to both Ferratum
And cash ASAP in the past two weeks requesting the details of my loans over the past 4-5 years. I have repeatedly borrowed from both lenders. Has anyone had experience dealing with either company and had any success?
Thanks in advance
Danny says
Ferretum last mine into a debt collector so I made my complaint, they then took the loan back and refunded me the interest and also refunded me 300 good will as they made an error by not returning my emails and complaints! Loan is now closed
Glynis says
I have just sent Lending stream to the Fos. Sent them step 2 on Sept 2nd and they have not replied to me. I had 13 loans from in between October 2016 and May this year. I still owe on 2 loans. Will let you know how I get on
LO1 says
Dear Sara
This may have been raised previously, but in light of the recent rulings regarding loans over 6 years. If i have already accepted an offer that pertained only to loans within the last 6years, as the business’ (QQ, PDUK and PDEX) refused to consider loans over this age. Can i now go back to them and ask they look at the old loans again, or has that ship sailed?
Many thanks
Sara (Debt Camel) says
I think the ship has sailed – you knew you could have gone to the Ombudsman but didn’t want to wait.
Tom says
Now I’m sure I have had more than one loan with these but seems not but I’m guessing this is a pretty generous offer.
You have borrowed a total of £200.00 from us, and you have repaid a total of £130.00. This means that you have not repaid the principal amount lent to you (ie minus any charges). As the principal has not been repaid, there is no redress we can offer.
As a gesture of goodwill however, we are happy to resolve today by writing off your outstanding balance of £ 344.00, in full.
Sara (Debt Camel) says
This is Moneybox 247? Don’t you have a list of your loans? It’s always good to check this…
Liz says
I have had exactly this email too sent to me yesterday I replied in the end and said I was stopping any further action as I thought they might chase me for the money (which I didn’t think I owed anyhow)
Is there anything I can do ?
Sara (Debt Camel) says
If monkeypox 247 say you have repaid less over all your loans from then than you borrowed, then wiping the balance is a good offer and you should take it.
The only reason to query it is if you think their numbers are wrong and you have repaid MORE than you borrowed.
Claire says
I originally signed up to a claims company in August but cancelled during the cooling off period and did it myself instead. I have an email from them that states “I can confirm all claims have been cancelled on our system.”
I have just received an upheld complaint from paydayuk but through the claims company. Will this have an impact on my claim now?
Sara (Debt Camel) says
I suggest you go back to Payday UK and say the claims company is not involved in your claim and show them the email that states this.
Claire says
I phoned Payday UK instructing them that the claims company shouldn’t have been involved and please send me the offer letter directly. They advised that as there is a backlog this won’t be done until they catch up to today’s date (in which time the cutoff for accepting the offer will no doubt have passed).
In the meantime, I received the following email from the claims company:
Thank you for your below email. I have been looking into your case and even though you cancelled the complaint went to Payday UK on the day you signed the Letter of Authority, so Payday UK would have automatically looked into your complaint.
Under the FCA guidelines you are unable to complain twice to a lender so even if you would have gone direct to them , you have already made a complaint even though you cancelled in the timeframe.
I can go to Payday UK and say you don’t want this offer of £3797.44 but please be aware that there is a risk of losing this offer.
As they have made this offer through us we can get you the refund within 7-14 working days.
Bit confused now…
Sara (Debt Camel) says
I can’t think of any reason why Payday UK would want to withdraw the offer.
However to put yourself in the best position, I suggest you email Payday UK saying that you are not using a claims company, the claims company has acknowledged this (attach a copy), and that you would like to accept their offer of £3797.44 but you want the offer to come directly to you and not through the claims company.
I suspect the claims company is trying it on. The FCA guidelines were never intended to apply to this sort of situation where you had acted promptly.
Claire says
It would seem to make the cooling off period moot if that were the case.
I’ve emailed the claims company and told them they have no authority to contact Payday UK on my behalf so hopefully that should put the ball back in my court.
As an aside, I was quite surprised to see that by the looks of it, the offer from Payday UK is for the full amount of interest paid on all loans bar 3 – as far back as 14/12/2011. They’ve requested bank statements to look at the 3 others which seems strange but I will forward nonetheless.
Ross Lee says
can i ask Claire, how many loans PDUK refunded you for your settlement of £3797.44 ?
Just trying to work out how much I could be entitled to?
Thanks
Claire says
Hi Ross, that’s for 13 loans
matt says
UPDATE
LENDING STREAM
Today they have sent this….
We would like to inform you that we are in process of carrying out the settlement which will be closed within this week.
Should you require any further assistance, you may either reply to this email or call us on 0203 365 0138 (call charges apply) from 07:00 AM to 10:00 PM, Monday to Friday.
My complaint was upheld by an adjudicator on 15/10/18, Lending Stream agreed with them on 1/11/18. I have posted a couple of reviews on Trust Pilot saying how slow they are at responding etc. I have also had to send them some emails about sending the money to a differnt bank account. When you send an email to their complaints email it bounces back so a little tip….reply to an email they have already sent and it gets through.
Looks like it is finally drawing to a close although no sign of the money yet! Terrible company to deal with.
Jo says
How long has this taken I’m 19weeks into complaints with alot including lending stream only received refund from sunny so far!
Jojo says
I to am waiting for Lending Stream confirmed everything with them on 26/10/18 they say they have 4weeks to refund agreed amount so 23/11 will wait and see !
ross lee says
Hi,
Most of my debts are over 6 years old and I don’t believe I can get bank statements from my old bank older than 5 years. By not having bank statements will this cause me an issue?
Any help would be great. Thanks
Sara (Debt Camel) says
It may make things harder but if you borrowed consistently from the same lender for month after month it may still be possible. You will need your old bank to confirm in writing that it can’t produce the older statements. And 5 years is pretty unusual – most go back 6!
Rachel oconnor says
Hi does anyone know if you can get refund from bank for overdraft. They let me have 3000 overdraft, while using payday loans and on really small wage. Ive been paying £50+ per month charges
Sara (Debt Camel) says
You can try, but it can be harder to win these cases. This page https://debtcamel.co.uk/refunds-catalogue-credit-card/ is the most useful.
Anita says
Just received a letter from the Ombudsman. They asked me to provide bank statements and copy of the credit report. How can I obtain credit records from 2009 up to 2011?
Neil says
You don’t have to provide an old credit report, just an upto date one. Although an upto date one will not show any of the loans you had back in 2009-2011. The bank statements will show the FOS all of the information they should need about other loans you may have had and expenditures.
Bill says
Good luck on getting bank statements, I had Santander, NatWest and rbs, only go up to 6 years, mine our in 2007-2011
John says
just had adjudicator agree with my complaint and have asked money boat to reply by 31st October if they wanted to challenge his decision, after contacting my adjudicator last week they said they hadn’t heard anything but are willing to give them till Friday last week 9th nov to respond before passing it to ombudsman to be finalised ?? Anyone know what happens after this?
Sara (Debt Camel) says
Moneyboat can be very slow and may well ignore the adjudicator so it has to go to the Ombudsman level 😡
Tim says
Hi John,
I had a complaint with moneyboat and I sent their complaints department an email every day and advised I would continue to do so until they responded. After 3 days they agreed with the adjudicator and my refund was done on the Friday of that week. Seems petty I know but it gave them a push to act :)
John says
Shocked money boat have responded saying they accepted adjudicators decision and will pay out total of £459 🙌🙌 not a massive amount any idea how long they will take to payout?
Regards
John
Lo1 says
I have a case against lending strram that has been with the FOS since August 5th, LS still have not sent my file over.
Is there a time restriction on this? The FOS thought not, but I think it slightly ridiculous that LS can ignore this request indefinitely?
Sara (Debt Camel) says
more than 3 months! Unacceptable…
I suggest doing all of these:
1) email to their regulator, the FCA, at consumer.queries@fca.org.uk and copy it to stuart@global-analytics.com and chris.deboer@global-analytics.com
Say you are complaining that Gain Securities (689378) is being very slow in handling your complaint about irresponsible lending by Lending Stream and that you thought the FCA as their regulator should be aware of their slow and obstructive approach to complaints. Explain the dates, that it was sent to the FOS on dd/mm/yy, give your FOS reference number and say FOS says Lending Stream has still not provided their case file to let FOS start investigating.
The FCA will not investigate your complaint, so don’t go into details about your borrowing or why it was unaffordable. You are just reporting their slow complaints handling. Hopefully Lending Stream won’t like this and it may kick them into action.
2) leave them a bad 1 star review on Trust Pilot: https://uk.trustpilot.com/review/lendingstream.co.uk
3) tell FOS that you want them to start looking at the complaint without the LS case file (I hope you can supply a list of your loans for this?) and that you want to ask for extra compensation for the poor complaint handling by LS.
LO1 says
Many thanks Sara
Have done all of the above, and will keep you posted on the progress
Regards
Emily says
Hi Sara!
I’m having the exact problem with Sunny at the moment. I submitted my complaint to the FOS 02/08/18, I got the initial letter from the FOS as acknowledgment and sat back for the long wait.
I thought it was strange that I had not heard from the FOS since the acknowledgment letter so decided to give them a call last Monday 12/11/18, FOS confirmed that Sunny have not sent over my file and so the FOS sent them a final reminder and have given them 7 days (today being the deadline) to submit my file.
If they have not submitted my file shall I follow the same process for the above?
Thank you for all of your help! So many people would be utterly lost without you!
Thanks
Emily
Sara (Debt Camel) says
yes – I know they have a lot of complaints but they need to get organised to handle them better. Also if they made better offers at the start fewer cases would have to go to FOS!
Dee says
Hi WDA have asked how I found out about claiming, should I say that I found the link for this site or is it better not to name this site?
Sara (Debt Camel) says
oh mention this site – they have heard of it :)
Dee says
Thanks Sara
They have advised they will investigate further and let me know the outcome within 10 working days. Fingers crossed 😁
GM says
Hi Dee, have they replied within the 10 working days.
They promised the same to me, but didn’t deliver.
Mia says
Hi
The adjudicator has just upheld my complaint against 247moneybox and asked them to refund all interest and charges from loans 2-18. They have until 27 November to reply, do they usually respond? They seem to have ignored everything else so far!!
Lou7 says
Hi Mia,
I have a complaint with them and the adjudicator agreed with me for some of the loans and to cut a very long story short, they didn’t respond to adjudicator and it’s now with the ombudsman. Hope you have more luck!
Sara (Debt Camel) says
See Becky & Gary’s comments below – 3 of you today!
matt says
UPDATE QUICK QUID
I originally complained to them on 28/2/18. 8 weeks later I got an offer of £62.94, which I respectfully declined and send to FOS on 25/4/18.
I had 15 loans with these guys, plus a Flexi Loan. 10 of these were over 6 years old (£3k interest) after the Wonga Administiration in August I decided to proceed without including them as I was worried QQ would go the same way so called the FOS. I have had a decision from the adjudicator which I some how missed saying they think loans 10-15 were unaffordable (mainly due to gambling). These loans total £9k in interest so this is potentially a massive result! A bit better than QQ offer of £62.94 anyway.
I gave up gambling over 2 years ago after a course of therapy. I recorded my story and continue to on a recovery diary on the Gamcare web site. It has been a struggle but everything finally falling into place for me. I cannot tell you how appreciative I am to you Sara and this site, it has been an absolute God send.
Sara (Debt Camel) says
Sounds very promising – let’s hope QQ accept it.
John says
Hi,
I referred my QQ case to FOS on 1st May after a flat out rejection from them.
I have been emailing/calling the FOS on a monthly basis for an update, have sent all of the information, and have confirmed that they only need to look at cases over 6 years.
In my last email response in early October, the FOS said that it might take several more months before its assigned to an adjudicator. it has been with them for almost 7 months- has anyone else experienced this same sort of length of time with the FOS?
Many thanks
Jenn says
Hi John,
I’m in the exact same position with QuickQuid. I sent my complaint to the ombudsman back in May as they rejected my complaint of 15 loans. All of which where within the last 6 years. My case still has not been picked up by an adjudicator either and I sent all the information bank statements, credit report etc back in June. When I phoned last week, the FOS said that some cases with QuickQuid are complex and can take longer than normal, and mine is a complex case apparently (I don’t know why) and they were unable to say how much longer it would be.
C says
Hi john.
Mine went 1st March and I spoke to the FOS just over a week ago.
They’re now shifting through a lot of them and I was told it’ll be another 4-8 weeks. So I’m not holding out this side of Christmas.
I appreciate it’s a long wait, but on the FOS website, they had a massive influx in the beginning of this year.
This is hope we didn’t have previously, and the money I always assumed was gone, so don’t lose hope from just waiting. In my eyes. I’d rather wait 12 months for a good decision than have no chance at all.
All the best mate 👍
Sheila says
Yes I have it’s a bit annoying tbh have you had a response yet ?
Casey says
Hi John,
My experience of timeframe with FOS for info –
I escalated 7 to the FOS at end of March / start of April and I’m still waiting on 3 to be picked up.
2 are settled and
In the last week and a half two complaints have been upheld against WDA and My Jar and so I’m awaiting the company response via FOS now.
The biggest ones haven’t been assigned yet one of which is .. Sunny – 57 loans.
The adjudicators have said there is a huge backlog and also policy development re high number of loans.
Sara (Debt Camel) says
“policy development re high number of loans.” yes FOS have published two decisions for guidance to lenders in the technical section of their website on large numbers of loans. For example https://www.financial-ombudsman.org.uk/files/17803/payday-loans_series-of-loans_final-decision-lender-B.pdf. FOS want lenders to take these into account.
Michael says
Sara
those technical decisions i suspect will force a few payday loan firms into administration.
it pretty much suggests any loan extended more than twice was wrong.. but you have conpanies like quickquid and unclebuck whoae sole model was to keep customers perpetually extending.
i am happy at the explanation but hope that some of the firms will be around long enough to pay for their crimes!
Becky says
Hi, adjudicator ruled in my favour today for loans 2 to 11 from 247 moneybox, they have until the 27th November to reply. Does anyone know what they are like at replying or agreeing with the adjudicators decision? Thanks
Gary says
Hi Becky
Was wondering if you’d had any progress so far? I’ve none my way.
Thanks Gary
Becky Crossley says
Hi Gary
I havn’t had any progress yet but they have until next Tuesday so im keeping my fingers crossed!
Gary says
Hi Sara
I’ve had the adjudicator come back today found in my favour 13 out of 19 loans from 247 they now have till 23rd nov to respond what is the general rule of thumb for responding, agreeing and then if all goes well paying?
Thanks
Jay says
Hi Gary, hows this progressing? Hope to find myself in a similar situation as I now have an adjudicator assigned to my 20+ loans rolled over.
Cheers
Gary says
Hi Jay
That’s good news it takes a while mine took from end of March to October to be picked up
Basically I’m now awaiting 247 to reply to the adjudicator however from what I’m reading this in itself may not be straightforward a little like them sending the business file 😔
But I live in hope lol
Jay says
Hey,
How very strange, the adjudicator today ruled in my favour for 13 out of 19 loans! 247 have until the 6th December to respond.
I submitted my complaint in April and it got picked up November so seems they’re on a 7 month backlog. I was told that when a case has 10+ loans it gets picked up by another team who specialise in more complex claims.
Fingers crossed we both get the refunds. Yours in time for Christmas.. I’ll take new year :D
Let me know if they come back to you by the deadline!!
Becky says
Hi Gary, so your date has passec, any success?
Gary says
Hi Becky
Not as yet called the FOS awaiting a message back. Also emailed 247 to see if the received the letter ok as there had been issues in communications between them and the FOS. They replied this morning simply stating they had received and nothing to worry about.
So we shall see and I’ll let you know. How about yourself?
Thanks
Gary says
Hi guys
Well I spoke to the adjudicator on Friday and they were having email issues so hadn’t replied to my email as yet. They said that basically 247 agreed with them but had not given the adjudicator an offer. Said I should just accept their offer as they will calculate as he’s said they should. So he’s to go back to them and say that. So I’ve worked out a ball park figure I’m expecting. They apparently shall come to me directly but I shall most likely contact them Monday and get the ball rolling.
Emma says
Hi,
Many thanks for this website and template letters, it has been a breath of fresh air! After many payday loans over the years and some current, I decided to bite the bullet and send an email to Uncle Buck first who I had loans with between 2014-2017. My last loan was passed to a very nasty debt company, who I managed to pay off finally a few months ago, whilst on maternity leave I may add! Anyway I sent my email to UB last Thursday, yesterday evening got an email to explain they had acknowledged my complaint and sent me a statement of my account. Over £1300 in interest!! Do I now give them 8 weeks to respond to the complaint?
Many thanks,
Emma
Sara (Debt Camel) says
They have 8 weeks from the day you sent your email. If you didn’t send a full step two complaint, you can do that now you have the loan details. Good luck!
Bill says
Hi all,
back in June 2018 I made various complaints and I wanted to post an update as things are nearly resolved.
Sunny/Quid.. took a full 8 weeks from my complaint, sunny paid me 1900 back on loans in 2014 and Quid paid 500. they said they partially upheld my complaint to avoid adding 8%. they made a few errors in calculations but in the end, i got back 100% of interest and fees from these guys.
PadayUK and express.. refund of just over 1200 and 600 debt written off (was already written but they subtracted from the redress) they took 10 weeks and i had to send then full bank statements
Wonga refused to consider loans over 6 years and offered me 2200 on 5 out of 27 loans.. i should have accepted as i doubt i’ll see much from them, i did agree to the 2.2K after they went under and i am now an unsecured creditor.
247money box rejected the complaint but offered to remove details from my credit report, i said no and highlighted i wanted al interest back, they paid me 350 a week later. (that was 100% interest)
MrLender took a full 8 weeks https://uk.trustpilot.com/review/mrlender.com my review explains what happened. in the end i got back about 750.
Davy says
Well fair play to MEM. Agreed with adjudicators decision to refund 4 loans last Wednesday and £1627 has just hit my bank account tonight. Its been a long haul but well worth it. Now on to QQ and the real biggie Lending Stream
B says
Hi All,
I’m having such a nightmare with Wageme.
Sent them a complaint 4 weeks ago, within a few seconds of sending the complaint i received an email stating that “We are sorry you felt the need to complain however we are unable to withhold this complaint as we can find no record of your account, unless you can provide evidence of it, this is our final response” i then sent them the loan agreements (that were all sent to the email address i was contacting them from that they say wasn’t on their records) and they replied apologizing saying they will review the complaint and get back to me within 8 weeks but probably sooner.
I email them this morning asking for an update and get the same email within a few seconds stating the same as the original message! (that they can’t find records of my account)
Surely this can’t be an automated message they are sending everyone?
Kayleigh says
How long is it taking for complaints to be looked at by the FOS?
I had a complaint sent to them in May. They got back to me asking for extra info which I gave them. No response since.
Sheila says
Me too heard from FOS that mine will be allocated on 20th Nov
Annoying but our cases may not have even be looked at it. Make sure you have all the info sent.
matt says
HI Kayleigh
The bulk of mine were sent on April 16th FOS. Most were picked up in Mid October by different adjudicators. I had one picked up and resolved earlier August against PDUK. Still one more to be looked at.
I said to ignore loans over 6 years with lenders to speed things up.
tom says
hi can someone help me please I have sent step one and two but some are asking for bank statements. first problem none of these are no longer on my credit file and two I am not sure which bank i was using when i took all these loans out and think a lot are over the 6 years so would i still be able to get the bank statements going back longer that 6 years? the companys obviously have my records but that is the only proof i have upto now
Neil says
Have you sent a SAR request for all your information from the payday loan company? This will give you all the details they have on you
Tom says
Hi Neil yes requested all loans that I have had with them ferrantum came back an said there is no loans with the email address I emailed on so then rang up and gave them a few more email addresses that could of been used but said nothing on there system so will need bank statements to show my loans with them, also 247 moneybox say only one loan with my email address provided so asked them to check there system again because I have had loads but maybe under a different email address. But other company’s are asking for bank statements and use the bank anymore and the loans were around 6-10 years ago
Ryhan says
Hi Sara,
I have been a regular user of Wonga and Quick Quid since 2010 and have failed on making payments on time more times than I can remember. I currently have debts outstanding with MyJar, Satsuma, Sunny, Wonga and Quick Quid to name but a few. I have also been behind on my credit card for over a year now and have officially defaulted. I used to use the funds to gamble with and used to borrow from family to pay back or go on repayment arrangements.
I have noticed Quickuid and a few other companies have gone quiet on me and aren’t chasing their debt anymore and I would like to know whether I have a case against all these companies which are still owed money to? WOnga and Quick Quid would be the ones I have used the most.
Many thanks.
Sara (Debt Camel) says
“I have noticed Quickquid and a few other companies have gone quiet on me and aren’t chasing their debt anymore!” when was the last time you borrowed from each of them? Importantly was it more than 6 years ago?
Ryhan says
Wonga and QQ I borrowed from earlier this year. I have repeatedly used them for well over 6 years. The others I owe money to were all taken out within the last year aswell. I owe 800 to Wonga and 2k to QQ. Sunny and Satsuma are owed around 1200 each but that was the first time I had used those companies.
QQ replied back to me today asking for bank statements and a list of all the loans taken out with them.
MyJar and Wonga have acknowledged receipt of affordability complaints but nothing else as yet.
Thanks in advance.
J says
Hi Sara – An update of the current state of play with my complaints, as it may provide some encouragement to others
Aug 18 Started 10 complaints with QQ, Lending Stream, Mr Lender, Money Shop, PDUK, Payday Express, WDA, Uncle Buck, Sunny & 118118
Oct 13 6 declines, offer of £16 from QQ (no kidding), MS, PDUK & PE all asked for extra time, 118118 went to war and were horrendous
Oct 14 All referred to the FO. Things looked bleak with little hope on the horizon
Oct 30 Out of the blue, Uncle Buck emailed with an offer of £1840 (against possible £2300) very reasonable and polite email explaining the offer
Oct 31 Money Shop did the same for £1477 (against possible £2500) again very reasonable and polite (a lot of very old lending involved here) explaining their offer
I accepted both offers and the refunds hit my bank account within 3 days of the confirmation. I really despise payday loan companies but fair play both of these were reasonable offers based on sensible assessments and they did everything they said they would do to the letter.
Still have several to go (ruled out Wonga) and will have to endure more 118118 disgraceful attitude, but hopeful for the future.
So my message to those in waiting and in limbo …. keep the faith, it can all change very quickly. You have come this far so keep going!
Good luck to all.
J
Colin says
That’s fantastic mate!
I am in the position now you were in back in August.
Uncle Buck – emailed them 26/10 initial complaint requesting all my info. They came back within 2 days with everything. I then sent the second letter 3/11/18 and still waiting to hear.
QQ – emailed them 26/10 initial complaint, they came back within 1 day! Saying over 6 years old no chance. I emailed back next day saying I only realised I could claim 26/10/18 so they should consider my claim, they quickly replied saying get lost see first email. On 16/11/18 I completed the online complaint form to the FOS, not heard anything yet.
Wagedayadvance – sent my first complaint 26/10/18. They replied today saying they needed another 4 weeks to consider my application, what I don’t understand here is they haven’t even provided me with the information on my loans to enable me to put the second letter together, what’s going on there?
Payday UK – emailed 26/10 and not even had an acknowledgement from them.
J – it looks like you going the FOS got something out of UB within days!
Do you have any advice for me on how mine are going?
Neil says
Hi Sara
I am currently in a token payment plan with various payday lenders.
Can I still send complaint letters or would this jeopardise my payment plan which was set up by step change?
Thank you for any help.
Adam says
I am currently in payment plans with all my lenders and have complaints against all of them. 2 are also off to the FOS.
As far as I know, any company will be happy if you’ve set up a payment plan even if you have a complaint against them.
Pete says
How far do they go back?
Mine came to an end around 2011 when i got back on track but before that I was lending and lending and lending every motnh from many providers to get by,
IS it worth going back to say 2009?
Sara (Debt Camel) says
If you borrowed a lot from a lender, it’s worth a go! Don’t expect these cases to be fast, but then this is money you never expected to see again, so does that matter?
I would say it’s not worth bothering if you only had a few loans from a lender.
Sheila says
Repeated lending over 3 years from various lenders is though right ?
Sara (Debt Camel) says
It’s going to be very hard to win cases that far back if you only borrowed two or three times from a lender even if you had a lot of other borrowing at the time.
Adam says
Does anyone know how long roughly information should be removed or updated on credit report? I had a complaint with Ferratum who used my redress to pay off a current loan with them and I paid the rest and they said they would show it on my credit report as paid in full and on time.
On my noodle report it is still showing that the balance is overdue and even more than what the original payment was. Where do I stand with this?
Sara (Debt Camel) says
Most lenders only update credit records once a month. If your credit record hasnt been updated after 6 weeks, ask them why not.
Jessica Woods says
Hi, back in June the Ombudsman ordered Lending Stream to repay interest (plus 8%) and for Lending Stream to remove all adverse history. The history still appears as defaulted accounts on call credit and experian reports. What options do I have?
Sara (Debt Camel) says
Have you told your adjudicator? How many loans were defaulted?
Sissy says
I received an update from FOS regarding the case I have with them against QuickQuid. They email stated “we are still unable to resolve your complaint as yet due to the time limitation raised by the business.”
I had one loan/year with QQ in 2010-2012, and 55 in 2013-14. Does the reply mean that they cannot proceed as three loans are older than six years? I’m really not bothered about the first 3 loans, only the subsequent 55!
Sara (Debt Camel) says
Then tell FOS you are happy to drop the older loans from the case.
matt says
UPDATE
Finally Uncle Buck have paid up! £1172.01 hit my bank this morning. Adjudicator originally upheld my complaint on 19/9/18. Uncle Buck ignored them until I put a bad review on Trust Pilot!
David says
Hi Sara!
Firstly I would like to thank you for this wonderful website which just gave me hope on my loan situation.
I have three loans at the moment, with Myjar, 118 and Likely. I have made a claim with MyJar which I have just won and got back some settlement money as well. I would like to go after 118 and Likely as well.
1) My loan repayments and interest with MyJar were frozen after I submitted a claim against them. Will this happen if I submit against 118 and Likely as well? If yes, that would help my situation greatly since I just got a new job and if those two loans were not there I could be financially stable.
2) The answer I got from Myjar is “…We will agree to settle as requested. We will pay the interest and charges on loan 3 of £496.10 to the customer and the loan will be closed. We will remove any adverse information regarding these loans from the credit file if necessary.” – does closed mean I do not need to pay any money back at all and they also give me the interest back on loan 3?
3) What do you think the likelyhood of success is with my 118Money topup loan od 1300 and Likely Loan of 2000, the first given to me without check and the second being given to me when I already had this crippling 118 loan and also the Myjar claim was till ongoing.
Thank you in advance!
Sara (Debt Camel) says
MyJar – so you had three loans from them, the last outstanding? How much did you borrow for loan 3, how much have you paid to it so far?
“My loan repayments and interest with MyJar were frozen after I submitted a claim against them. Will this happen if I submit against 118 and Likely as well?” not automatically – it happened with MyJar as that was a very short term loan. With longer term loans such as 118 and Likely you need to add a sentence to your complaint saying you need a payment arrangement that you can afford, see https://debtcamel.co.uk/arrangement-to-pay/. NB you are TELLING them not asking. If they don’t agree, cancel the DD or CPA to them and repeat your offer.
Also read https://debtcamel.co.uk/refunds-large-high-cost-loans/ as that has the best template letters for these large bad credit loans.
The 118 and LL cases sound good but expect thems to have to go to the Ombudsman – this can take a while so its important you do get payment arrangements in place so that you are financially stable for months.
David says
Hi Sara,
Thank you for your reply.
MyJar Loan 3 amount: £1800, paid back to date £2296.1, will get a refund from them of £496.1, looking at this calculation now I assume the loan will be closed off as I have already paid it back, am I correct?
I will be sending LL and 118 a complaint then now demanding a new payment plan, or for it to be frozen. Do you believe a lower payback option such as 25 or 50 instead of 150 per month would be possible until the complaint is ongoing for both 118 and LL? If that would be the case that I could happily make for months and finally save money. Thank you for the links I will definitely be using them.
Sara (Debt Camel) says
Yes, the loan should be closed.
What lenders will accept as payment arrangements depends on your circumstances, but don’t be bullied into agreeing to pay more than you can afford, or you end up having to borrow again which spoils the whole point.
Ross Lee says
Hi,
I sent the first template email asking for a list of my loans 4 weeks ago to PDUK, Payday Express, Money shop, Uncle buck and lending stream and only had an acknowledgement email from all except lending stream. Is it likely they will just send me a final response letter without sending the list of loans first before the final response?
Any help would be really appreciated?
Thanks
Ross
J says
Hi Ross – I didn’t get anything and then got a final response that detailed every loan with all the relevant information and decision / finding relating to each loan individually. It arrived in week 6 of the 8. All decisions were against me and I sent it to the FO immediately as it had the final decisions.
However, LS are apparently notoriously slow with replies so be prepared that it may take a little longer. Hope this helps a bit.
J
ClaireR says
I have had a rejection from Uncle Buck which was expected. I have only had 1 loan with them.
I have sent them an income and expenditure form, showing a disposable income of £199.00 out of which
I have set up repayment plans for some other lenders, leaving me with £124.00
They are unwilling to accept a repayment of £35.00 a month, saying that the £99.00 a month normal repayment is affordable
stating
“When a customer is in arrears from the disposable income we allow a 10% for emergencies, so in this case it would be £12. Leaving enough to pay your instalment.
So unfortunately at this stage i will not be able to change the arrangment amount, however we need to set up your payment plan as you are currently in arrears.”
How do you think I should respond to them?
I have today sent Bamboo and Avant Credit to the FOS (although have set up repayment plans with both in the interim)
I am still waiting on a reply from 118118, they are now 6 days past the 8 weeks!!!
Sara (Debt Camel) says
How happy are you about having £124 actually spare? How many repayment plans do you have in place?
ClaireR says
Hi Sarah,
I have 2 repayment plans in place, 1 more offered to Avant Credit, but they have not responded yet, this is for £35.00 a month.
so in fact there isn’t enough to repay Uncle Buck what they are looking for!
Do they really expect £12 per month would cover any emergencies!!! Crazy.
Sara (Debt Camel) says
This is the problem with trying to negotiate repayment plans individually. I suggest you contact StepCHange and ask them to set up a debt management plan. https://www.stepchange.org/how-we-help/debt-management-plan.aspx
SUSAN HUTCHINSON says
I have been working with all companies to set up payment plans. They have been obstructive but I have just persevered! They are finally agreeing. I am keeping a copy of all correspondence from all companies and keeping a daily record of this in a separate book. The debt management companies / charities won’t do it for me because they say my debts are not large enough.
The whole payday loan palava is a joke – they don’t even care! I have had two loans written off and in the process of a third being agreed by FOS adjudicator. I just say keep going and you will have success.
This site has helped me tremendously.
maggie says
After leaving a review on trust plot regarding unfair complaints handling by WDA as they are refusing to consider mine as the loans are over 6 Years old but have dealt with similar complaints according to the FOS decisions publication i am no further forward today. However, i do like to keep an eye on reviews and so have just been on trust plot. Yesterday Wda had a 2 Star rating and poor but today it’s 3 stars and average! In the last 24 hours they have had 19 5Star and 2 4 Star reviews!!! Wow now i’m not gonna say somethin looks odd but that’s some turnaround lol. If you feel you’re being dealt with unfairly and the PDL isn’t responding then maybe consider leaving a review just for others who are thinking of using a company to get a balanced perspective.
Kareen says
Hi, Sarah,
I have sent my irresponsible lending emails, I’m awaiting a decision on them in the next few weeks for the period of 2014-2016. I recently borrowed£200 on the 12/09/18 then paid that off, I had to reborrow again on the 28/09/18 £500, I payed that off then, you see the cycle!! Had to take another loan on 29/10/18 for £500, ad I was struggling to manage, as there is an out standing balance due on the 28/11/18 of £500, I’m really worried that I know I can’t pay it- what is worse is that I’ve been unwell and been off work, so I’m going to have very minimal wages, can I send a Irresponsible email to them with an outstanding balance?. I just want to get out of-ever having to using a pay day company again. I found your site literally days after my last loan- Thanks for your help on this site
kirsty pote says
I have submitted 8 irresponsible lending claims, already had Sunny come back not upholding claim (21 loans in 3 years) only took them 2 and a half weeks. Should I send to fos????
Sara (Debt Camel) says
that sounds like a lot of loans to me, so yes!
DD says
Hi Sara,
I’ve had the “final response” from lending Stream which was a case of 21 loans over an 18 month period. They listed each loan down and from what I can tell have pretty much copy and pasted answers as to why each loan they said were affordable. I did note that they also Cc’d the ombudsman email address. Is that normal procedure do you know? 21 loans to me over that period of time suggests unaffordable. Thanks for any thoughts as always.
Sara (Debt Camel) says
“I did note that they also Cc’d the ombudsman email address.” I haven’t heard of that before.
Send your case straight to the Ombudsman.
Jenn says
Hi, I put in a complaint against lending stream regarding 15 loans in a couple of years and had the same reply by the sound of it. They just said each loan taken out and it was affordable. Standard cut and paste email. They also cc’d in Financial ombudsman but I had already put in my complaint to FOS because they went over the 8 week mark. Not sure if it makes any difference to case or speed of it.
DD says
Hi Jenn,
I did as Sara suggested and went direct to FoS but pointed out that they had been copied in from LS final reply. FoS replied with they “have asked the business to forward their business file within the next 14 days”.
Bob says
What sort of timescale are people having for their case to be looked at by an ombudsman? *Complaint against CashEuronet (QuickQuid) started sept 17.
*Offer was made Oct 17 which I rejected.
*Picked up by adjudicator March 18.
*CashEuronet rejected adjudicators findings and so went to ombudsman April 18
* complaint was passed back to the adjudicator which he agreed with CashEuronets original offer.
*asked adjudicator if they should add the 8% interest.
* CashEuronet agreed to add the 8% August 18
* I still wanted an ombudsman to look at the case so been in the queue since August 18.
Phoned today and still waiting to be assigned a ombudsman.
*Complaint was passed back to adjudicator which they agreed with CashEuronet so I rejected it again so this is now waiting for a ombudsman
J says
Hi Sara,
I wondered if you had any advice on the below. To give some context, Drafty rejected my complaint within two weeks with a generic response and incorrect credit score (much higher than it could have possibly been) stated. After emailing back to point out their response was factually incorrect and asking them to reconsider, I received this (two months later):
“We would like to re-iterate that when a customer requests for a credit report from a Credit Reference Agency, he or she may acquire specific information including names of different lenders’ and their respective reporting, however, when a financial institution does a credit search on a customer’s credit report, they are not privy to that exact information. Hence, our decision to lend money does in part rely on the information received from Experian (credit scores). Therefore, your Experian score was 691 at the time of application. Hence, Drafty has behaved responsibly in approving your account and has dealt with it fairly.”
It concerns that they say that as lenders, they are not privy to exact information regarding other borrowing when assessing a customer’s circumstances, and this is why they rely on Experian credit scores. I have a feeling this is not true at all, but wanted to double check. I’ve sent my complaint to the FOS, but wondered if I should forward this elsewhere if deliberately misleading information is being given to put people off.
Sara (Debt Camel) says
Drafty are correct that the information they get from credit reference agencies doesn’t have the names of other lenders. But it does have the type of account, so they can see if it is a payday loan, a longer tere, loan, a credit card or an overdraft (I am simplifying a bit here).
But when they quote “an Experian score” this is not the same credit score as Experian would have quoted to you. A lender can set their own rules on how they want the score to be calculated.
I think it would be interesting for you to know what Drafts saw… I suggest you send customercare@drafty.co.uk an email with SUBJECT ACCESS REQUEST as the title. Ask for a copy of all your personal information, give your account details, and say you want copies of all your personal information including but not limited to credit applications, any credit reference agency or other verification checks Drafts did, copies of all emails, letters and recordings of any phone calls.
If they do not send you the Experian information, for example if they say you have to contact Experian about that, come back and let me know. Also if they appear to have missed anything off.
They have a month to produce this, so ask now, well before your FOS case is picked up by an adjudicator.
Veera mohan says
I’ve had the same response from Drafty should I do the same
J says
Hi Sara,
Update on the above. Drafty replied within 2 days with this:
Please be informed that we have attached the statements for your Drafty Credit line account and the copy of original agreement along with this email (password would be your Date of Birth in DDMMYYYY format) which would help you in understanding the total repaid amount and the breakdown of interest.
Also, we would like to re-iterate that when a customer requests for a credit report from a Credit Reference Agency, he or she may acquire specific information including names of different lenders’ and their respective reporting, however, when a financial institution does a credit search on a customer’s credit report, they are not privy to that exact information. Hence, our decision to lend money does in part rely on the information received from Experian (credit scores). Therefore, your Experian score was 691 at the time of application. Hence, Drafty has behaved responsibly in approving your account and has dealt with it fairly.
I’ve checked through and can’t see any info on verification checks or credit reference agency checks – it’s just my statements, notice of arrears and credit agreement.
Is there anything else I can do to make them send me the rest of the info I originally asked for? I asked for everything you stated in your response word for word, so it was very clear what I wanted.
Sara (Debt Camel) says
I suggest you reply – ” I have asked you for a copy of all my personal information. But you have not send me any details of any credit record or other verification checks you made, apart from a single number for “my Experian score”. Please send those to me as well or I will be reporting you to the ICO.”
J says
Hi Sara,
The 30 day time frame for Drafty to provide me with this info is up, and they have not got back to me with any further info on verification checks. I plan to report them to the ICO, but I wondered if there was a particular email it was best to use to do this?
Many thanks for all your help.
Mia says
Hi
I’ve had 4 complaints upheld this week by an adjudicator for
Wage day advance
Sunny
Quick quid
247 moneybox
Just wondering if in people’s experiences, these lenders
Agree with the adjudicator
Respond within the timeframe given
You receive the refund in a timely manner
Thanks so much
kate says
congrats! thats a good week. i hooe it all gets settled quickly. out of interest, when did you submit the cases to fos?
tom says
wageday certainly do not, I had the adjudicator agree with me about wageday and its now been 5 weeks. they claim there is a backlog but I think they are just stalling
Maggie says
Put a review on trust plot if they are over the 28 days,that seems to have worked for others.
Sushutch says
247 moneybox wrote ours off as soon as I put the complaint in to them! So did safety net!
Laura says
I had one with with QQ which was upheld for all loans (5 +flexiloan), thought they would reject the adjudicator’s decision, but they upheld and was paid 3-4 weeks later. Lending stream complaint was also upheld by adjudicator, Lending Stream agreed and payment was made in 5 days-1 week. Just had adjudicator decisions today for Sunny, but not sure if they will disagree and drag this out…hope not..
Bill says
Hi All,
I just wanted to share something that has helped me expedite my complaints.
https://gdpr-info.eu/art-13-gdpr/ The GDPR chapter 3 list your rights to your information and details of how that information is being used.
It removes the ability for companies to tell you they have 8 weeks and leave it at that. (please read in full)
As these payday companies have your privileged information, they must conform and that means detailed updates upon request.
This can apply from the moment you complain and although it can not force a positive result, it can speed up the process..
This also stops them from referring you back to the FOS as the obligation is with them to share the information and details of activity with you.
Please mention at the start of each call of email that you will be referencing the GDPR and give the person the opportunity to review the details, once they confirm they understand your rights, they pretty much have to answer any questions (within reason) you have.
MATT says
UPDATE
Lending Stream continuing to drag it out! Had an email Monday saying funds will be with me this week, still nothing. I call them just now and they tell me that the finance team have now sent it for manager to check the details and approve due to the amount involved (£4600)! They already agreed with the Adjudicator so no idea what they are playing at, frustrating!!
MM says
Hi, has anyone had an offer from Sunny before going to the ombudsman?
C says
Hi mm
I did, I sent them the details of all my loans I had with them (36) and a breakdown of all the others at the same time (10different lenders) showing what a position I was in.
I told them that I calculated, based on previous cases with the FOS I had, that they owed me in excess of £5k of interest and additional 8%.
However I would settle for 3000 (60%) if they removed all history of lending. After 5 attempts of sending the info and asking them to escalate it, they accepted and all lending history was removed and monies paid. But I did supply a lot of info and kept asking I escalate. In the end they were very helpful.
All the best 👍
Laurence says
WDA update-
Hi Sara,
Just wanted to share my recent experience with Wageday Advance.
11 weeks ago I sent off my template letter, this week they have come back to me with a final respone (I have chased via email every 3-4 days once the 8 weeks passed.
They agreed and have offered to pay back loans 3-8 in full and part of loan 2 but not loan 1. This is all plus interest.
Equates to a few pounds short of £6,000.
I tried to push for loan 2 to be included but they rejected it fully. After weighing up the months and months this would no doubt be with the FOS and the fact that I have no bank statements and struggle to get them, I gleefully accepted.
5 out of 8 of my loans were over 6 years (they’ve paid out on one from 2010 without questioning and never asked for bank statements)
My advice, don’t give up, keeping hounding and hounding, trust pilot is also a great way to get these companies to respond.
Sara with QQ last month and now this thanks to you I’ve been paid just under £12,000 so far since I started this process on 28/08/18
Thank you so much
GM says
Great stuff Laurence.
My ones are over 6 years and they rejected them last week due to time barring. After I explained them why I didn’t complained sooner, they said they would look again and come back to me in 10 working days (ends Thursday the 22nd), so fingers crossed!
Stephen says
Hi can I ask what your reason was for not making complaint sooner, I have recently received my final response from WDA advising that my loans were time barred as they were between 2010 and 2011 and I should have been aware that I could have made a complaint sooner with “high media coverage” but I honestly did not know I could make such a complaint until a stubbled across this forum recently this year.
GM says
I told them that despite the high level of media coverage in regards to payday loans since 2013, I din’t recall any indication that would lead me to believe that customers would be able make affordability and irresponsible lending complaints. The news I mainly heard of were about the high interest rates charged and that Wonga were contacting customers and making redresses on overcharges and fake solicitor letter fees, not the other way round.
I was never aware, until this summer, that I could make such type complaint. Tthrough some online advertising about payday loan refunds, I did further searches for extra information on finance pages, forums and blogs and I found out about former customers making affordability and irresponsible lending complaints.
After considering all the stories and reading several decisions by the FOS in similar cases, I was now fully aware that I could make this type of complaint. Hence why the complaint was only started earlier in September”
Laurence says
I was just totally honest. Me and a friend were chatting about Wonga back in August when all the media coverage came out and it made me look into it. All my payday loans were 2008-2014 and after reading about it I thought I’ve got a great case for the 5 I had going back a decade.
End day that was the truth and Wageday accepted that as they should.
Don’t give up.
I’ve given up thousands no doubt with accepting offers from QQ and WDA without the FOS but I’ve also had some amazing results from very little work all in less than 3 months.
Don’t give up…..
Laurence says
Ps – If it’s anything like mine they’ll accept your response.
They asked me the same question but think they do in the slim hope you’ll give up or that it buys them more time
Stephen says
Thanks alot…..I emailed back yesterday advising that I did not accept decision made, on that I should have complained earlier as would have been aware of the #high media coverage”. I stated that I was only aware that I could complain earlier this year after seeing a claims company advertising on my facebook, this is when a looked into it more and stubbled across this site, had 5 lenders in total….2 are in administration so nothing much a can do with them, PDUK and Money Shop paid out and these loans were over 6years ago, hopefully I get a response from my email sent to WDA on Friday, for them to look at it again. If not will pass it to the FO. Thanks again given me a bit of hope that they will look at it again
Ljc says
Well done on your payouts ….Can anyone advise me , I don’t understand when I have been rejected by loans over 6 years old by the money shop and Pduk yet they have upheld complaints by yourself . I have both of them sat at the fos , where they’ve been since aug but nothing is happening with them
Laurence says
WDA paid out on one of my loans from 2009 (all without going to the FOS)
They obviously treat every case separately but I think with me they knew they were onto a payout with the FOS and offered me a very good amount but one that would cost them less by me not going to FOS
Laurence says
I’m
Sure they will.
Sounds like you and I were in the same boat.
I had QQ (settled) WDA (settled) PDUK dragging their heals but told I will get a response by Wednesday. Mr Lender, rejected my claim now with FOS (but with the other settling most of what I’d get with Ombudsmen sure this will have the same result)
Good luck…. keep us posted
Sara (Debt Camel) says
It currently seems to be 4-6 months for a complaint to be picked up by an adjudicator.
Sarah says
My initial complaints started in July 2018
Whereas some have been upheld, some haven’t. These have gone to the FOS. But some companies haven’t even responded since advising me after the 8 weeks that they weren’t at a decision yet. I emailed said companies a week after they were suppose to issue me a final response giving them a week to issue me a response or at least an explanation why this hasn’t been done. To this day I have not had any response. Even though these have now been sent to the FOS. Can I still email the requesting my final response etc. And try and get an outcome
Thanks
Casey says
Hi there,
The adjudicators have gone in my favour for my jar, payday uk and wage day advance. Hopefully the companies will settle .. what’s your experience of these companies and time scale after your claim has been upheld ?
African Queen says
Hello Casey,
I also had the adjudicator rule in my favour against MyJar. They were supposed to have responded by the 5th of November. They didn’t. I wrote to the adjudicator who has now referred my case to the Ombudsman.
I have received an email from MyJar this morning saying that my payment has failed. I had an open loan with them when I complained. Luckily I had cancelled the CPA and they were aware of this.
It makes me angry that these companies can ignore the adjudicator but continue to harrass customers for money. I have made the adjudicator aware. I hope you have more luck than I am having with MyJar.
I will post an update when I have one xx
Casey says
Thanks for replying. I’m exactly the same. They were meant to respond by 15th nov then this morning letter re default notice so I wrote them an email saying exactly that and that they are in fact due me a refund so consfused as to why they sent me this today. I think I will pass this to the adjudicator also. Fingers crossed for both of us x
Casey says
Hi African Queen,
Following that email that my jar sent about default. I wrote back saying I was confused as they are due me a refund. Anyway today (only a day later) my jar have emailed saying they have settled with FOS and am waiting on me signing settlement letter. She asked for my bank details so they can speed this up they said. I have emailed adjudicator as I don’t know the actual amount of settlement yet but the email seems to of worked
Donna says
Hi
Any one had any luck getting a refund back fro Uncle Buck over 6 years
Thanks Donna
Laurence says
Uncle Buck have no record me me existing. I gave them my account number that I have from emails and they said that number is assigned to someone else now and they have no record of me. Bonkers.
I had loans with them for at least 2 years back in 2010-2011.
Sara – Struggling with this one, is my only hope bank statements?
Thanks
Sara (Debt Camel) says
Bank statements certainly sounds like a good way forward.
claire says
Hi Laurence,
Im in the same boat with Uncle Buck. They claim to have no record of me existing! currently awaiting my statements to have look into these. Did you get anywhere with yours?
Claire
Jason says
I have an offer but it is very low and would like to send it to the FOC.
If my bankruptcy happened before the the loans were taken out how does the official receiver have a claim to this refund?
thanks
Jason
Sara (Debt Camel) says
It’s not a problem if all the loans are after your bankruptcy.
DAB says
Is anyone having any issues with QQ I sent my complaint to the fos in August and it was picked up pretty fast the adjudicator upheld my complaint end of September and asked QQ to reply, the adjudicator told me that QQ have come back and REJECTED the decision with new evidence or something along those lines and I haven’t heard anything since. The adjudicator just said it would take some more time and that’s about it.
I did have a nice result with PDUK sent that off around the same time, was upheld in October they replied to the adjudicator two weeks later and paid me out a few days after I accepted. Was just wondering what the deal is with QQ.
Sara (Debt Camel) says
are some of your loans after 2015?
DAB says
Yes all of my loans were 2015 onwards
JD says
This is what I don’t understand about the current system the FOS for picking up complaints. Why are some picked up within a month, yet others are still waiting from earlier in the year. Mine was sent to the FOS in August as well, the business has sent their file on me, I have supplied everything the FOS asked for, but it hasn’t been picked up.
Sara (Debt Camel) says
There is a lot going on behind the scenes at FOS, trying to handle large quantities of complaints efficiently. Complaint numbers were increasing steadily then they have shot up massively in the last 6 months, causing huge problems for both the lenders and FOS. If large numbers of complaints hit a similar issue, they may be put on hold until that is resolved as that’s more efficient than FOS reaching the same decision on all the individual complaints. But the result is to an outsider it isn’t clear why some things go through much faster than others.
Sara (Debt Camel) says
QQ are objecting to any refunds on loans after these dates because they changed their approval process to be in line with FCA recommendations. It’s not a very good objection in my opinion – it has been compared to saying “I passed my driving test in 2015 so I shouldn’t get a speeding ticket after that date”. But it is a hold up for the cases affected. Nothing you can do except for wait.
DAB says
Thanks Sarah at least I now know why it’s being delayed, I did ask the adjudicator but she just said I will let you know when I have an update and was not sure how long it would take.
I sent all of my complaints to the fos in August, two have been upheld and one turned down. Still waiting on lending stream to be picked up and well wonga was sent back to wonga.
Lee says
Hi Sara I recently sent a complaint into QQ using the first template, they have sent a reply asking for wage slips, bank statements etc, I don’t really want to send them, and can’t find ones dating back to 2013? They have sent me a login to access my old accounts but half the loans seem to have vanished from there? ATM I am writing the second letter to them will they accept I have had a lot of loans during 2013 and 2016 or will it have to be more specific, thank you lee
Sara (Debt Camel) says
Are you sure loans are missing? You may have thought of some payments as being separate loans but the QQ statements may show them as a single loan with top ups or rollovers or a flexi loan? The only way to be sure is for you to either have all the emails relating to the borrowing (which I guess you don’t) or to get your bank statements and work out all the borrowing from there.
You do need to get your bank statements anyway as though you don’t have to send them to QQ at the moment QQ will probably make a very poor offer on your case as they have a policy of not offering a refund on any 2015 or later borrowing… so the case will have to go to FOS and there you need the bank statements. You should be able to get these back to 2013 pretty easily even if the account is closed.
You don’t need payslips and the ombudsman never asks for these – QQ only do this to make it seem difficult I think.
Colin says
Hi All,
I made a claim to QuickQuid for a refund from loans March 2010 to March 2012, I had a remarkable 22 loans rolled over month after month, they replied very quickly saying no chance as more than over 6 years ago. I emailed back saying I believe you should still consider my application as I only found out I could claim 26/10/18, they were quick to say no chance.
On 16/11/18 I completed the online complaint form for FOS.
Does anyone have any experience of this situation and have had positive results?
Sara (Debt Camel) says
Not yet, QQ are still difficult but now FOS is clear, things should start moving I hope.
Colin says
It’s hard work dealing with them Sara, they always send a fresh email on their responses, most normal companies respond with the previous correspondence (email thread), this is a pain when you send their response on to the FOS. Will the FOS see it differently if they are over 6 years old? What normally happens in your experience?
tom says
I have just received this from safety net
We have looked again at the decision we made when you first applied in January 2013, and we can see that we verified you to have a stable salary each month.
We also verified that you were not, at the point of application, insofar as we could see from your bank transactions, over indebted with other credit.
In addition we carried out ongoing affordability assessments whilst you were a customer and we were satisfied you could afford the facility. The credit scores we received from the relevant agencies were satisfactory and there was certainly nothing on your credit file to explicitly suggest we should not extend credit.
I take it that I should now send this to fos as they are declining from step one and two
Sara (Debt Camel) says
You could go back to them with more details. They could see your bank statements every month – did these show you were borrowing from other lenders after you started borrowing from SNC? Did SNC increase your credit limit during this time, so although it may have been ok at the start, it later wasn’t? When you applied, were there recent defaults or missed payments on your credit record and did any more appear while you were borrowing from them? Did you income remain stable? Did your other expenses go up?
If you go back, ask them to reconsider because of – list specific, detailed points. And say you will send the case to FOS in a week if they don’t.
tom says
just had this from WDA do I take this as I have no chance as the 6 loans I had were over 6 years ago
DECISION
Having reviewed our records, we note that all your loans were granted over six years ago and are considered as being time barred.
As on online lender, we believe we provided ample information in relation to the loan application and income and expenditure process, along with information on how to contact us if you were experiencing difficulties and how to make a complaint. In addition to this, there has been a high level of media coverage relating to payday loans since 2013 and, therefore, we believe it is fair to conclude that you should have reasonably been aware you had the opportunity to raise a complaint sooner. Having reviewed your complaint we do not believe that there is evidence of exceptional circumstances that prevented you from bringing this to our attention within the relevant time frame and therefore will not consider whether any redress would be due in respect of the above points.
If you have any additional information you believe we should consider that may change our decision, and can confirm why, in view of the media focus and reporting on the payday lending sector since 2013, you believe you were unaware of the issues and your option to raise a complaint at that time, please feel free to provide this for our consideration.
Sara (Debt Camel) says
It is worth going back to WDA with details about this and ask them to reconsider their decision – just say what happened. You may have realised that you were in a bit financial mess when you were borrowing, but not have realised that you had reason to complain about irresponsible lending then? You may have thought back then that as you repaid the loans they must have been affordable, but you have recently found out that the fact you had borrow again every month meant they weren’t? Can you remember how and when you did find out about these complaints? There isn’t a “right” or a “wrong” answer here. Did you see an advert from a claims company on Facebook? Or an article in a newspaper this year – say which paper and when? Or did a colleague at work talk about a refund he got or your sister say she had heard of these – whatever happened, just say. You could add the obvious – that if you had heard of these complaints before, you would have made one at that time!
Tell WDA you will give them a week to reconsider your case otherwise you will be sending it to the Financial Ombudsman.
shammi akthar says
Hi,
Shammi say ,
just i had this from myjar
Decision
We have carefully reviewed all of the relevant information. Having done so, it is our opinion that we have completed appropriate and proportionate affordability checks for the limited number of loan advances you requested from us. Before we approved each of your loan applications we made our lending decisions based on all the information available to us and trusted that the details you provided to us each time you requested a new loan to be true and accurate.
In light of the above, it is our view that despite our obvious sympathy, we are unable to uphold your complaint.
Please note, if we do not hear from you before 25 January 2019, the system will automatically attempt to collect the first scheduled instalment of £175.64. Should it fail, the agreement for the frozen repayment plan amount will be cancelled and standard interest and charges may be applied.
Sara (Debt Camel) says
how many loans did you have from them?
shammi akthar says
Hi
Sara I have was 5 loan and one still active
Casey says
Hi Shamri,
My circumstance was very similar to yours so I thought I would respond as it echoes Lisa’s post too.
I put in an affordability complaint against myjar. They asked for more time last 8 weeks but didn’t uphold any of the loans. I had an outstanding balanace which I couldn’t afford so I cancelled the c p a at the bank and emailed my jar to request that they cancelled the payment. They gave me the same info as you .. payment due etc. I replied and said that unfortunately I couldn’t make the payment, didn’t agree with their outdone and would forward to the f o s and would wait on the decision from them before making a plan to pay if need be as I was really struggling. Anyway fast forward a lot of months and the FOS upheld against my jar on loans 4 and 5 so the refund cleared my balance and my jar are paying me the remainder as I have sent my bank details / acceptance this week.
Hope this info helps
shammi akthar says
Thanks casey
Did they give you refund aftar send the message you give them