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?
Gillian says
Hi Sara
Do you know if anyone has had success with the FOS on grounds of dependency? In quick quid’s final response to me they dealt with everything other than dependency so I wondered if my argument on grounds of dependency would be stronger.
Thanks
Gillian says
Also, does anyone know if the same FOS adjudicator deals with all of your claims as it would be easier, for them too, if I wasn’t uploading the same amount of information with each claim
Sara (Debt Camel) says
You can pretty much ignore QQ’s arguments, see my comments on what they often say in here: https://debtcamel.co.uk/quickquid-payday-loan-refunds/. FOS looks at the whole case and what is fair. You don’t have to make out a specific dependency argument.
Sometimes an adjudicator will pick up more than 1, sometimes not. But if you upload all the bank statements for your lending with all the lenders with the first FOS complaint, the other will be able to use them.
max says
Hello everybody
Myjar is asking me for bank details at the time I took the loan with them. Should I give it to them?
Thanks
Sara (Debt Camel) says
Are they asking for your bank statements?
Max says
The wrote to me the following:
“We are sorry that you have felt it necessary to complain to us. We want to address your concerns as soon as we can and as fairly as we can. To assist us to do this, please provide us with the following information:
• Bank statements (at the time/s you took out your loan/s with us)
• Payslips (at the time/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the time/s you took out your loan/s with us)”
Sara (Debt Camel) says
You don’t have to send them bank statements if you don’t want. I am not convinced they actually look at them. I certainly wouldn’t want to waste money posting them, but if you have digital statement, you could. No need to bother with payslips, the Ombudsman never asks for these.
If you don’t have the bank statements this would be a good time to get them, so they are waiting in case the case has to go to the ombudsman.
Max says
Thanks Sara.
I had taken 14 payday loans with myjar from 16/04/2013 to 03/03/2015 the last one. They lend me 2325 and I had repaid 3132.
In that period of time, I had taken several loans with other payday loans company like paydayuk, sunny, wagedayadvance, wonga and maybe another payday company.
Do you think I can get some money back?
Thanks.
Sara (Debt Camel) says
That sounds like a lot of borrowing. Worth taking to the Ombudsman if Myjar reject your complaint or make a poor offer.
Max says
Hi.
I took a loan with Raphael Bank like 4 years ago to buy a car. I had to pay a lot of late payment and they charge 20 pounds for every letter they sent me. Once they sent me 2 letters in one week.
At the time I got the loan with them. I was already in a spiral of payday loans. I don’t know what credit check they performed.
So, I would like to know if I can claim to them for irresponsible lending?
Thanks
Max
Sara (Debt Camel) says
Yes you can – see https://debtcamel.co.uk/refunds-large-high-cost-loans/ which covers these sorts of loan.
Bubba says
Hey,
I had adjudicator agree my QQ claim for 5 loans of 6 on 22nd October and asked them to reply by 5th November 2018. QQ then came back with further arguments claiming to have followed FCA guidelines for all loans past March 2015 which include loans 5 and 6 and a top up of 6. Last I heard from adjudicator on 12th November that they were still disucussing and trying to reach resolution on this. Still nothing since then. Anyone else had experience of this?
Sara (Debt Camel) says
yes, there are LOTS of people waiting at the moment whilst FOS tries to talk some sense into QQ about the post 2015 loans.
Bubba says
Hmmm ok thank you! Strategic stalling springs to mind here…. So nothing else for it than to just keep patiently waiting I suppose!
ClaireR says
4 days late, had a reply from Sunny today, not upholding complaint. All the usual responses.
Replied to them telling them i didnt agree, and the fact some loans were paid off early was because I had then taken out
a consolidation loan. The repeated the spiral of short term lending, consolidating, again and again.
Had over 20 loans with Sunny over a couple of years.
Have told them I will be sending to the FOS if they can’t come back with an offer.
All my cases are now with the FOS, still waiting.
Got to keep positive.
Rob says
Does anybody know what the current situation is with MyJar complaints, still no final response after 12 weeks from them acknowledging my complaint.
Followed up and initially told a final response at 8 weeks, nothing comes………chase again, another response that they will issue a final response within 10 working days, no response……..chase again, now get told a week ago that my complaint has had to be escalated to management and no timeline given for getting back to me and no responses to any subsequent email!!!
Anybody else getting fobbed off now?, similar experience?
Thanks.
Sara (Debt Camel) says
Send it to the Ombudsman right away. it’s not fast, but you need to get this process started. You are being messed around by Myjar.
Rich says
I complained to SafetyNet Credit 2 weeks ago as I kept taking out loans month after month in 2015-16 and they kept increasing my limit even though I started to get defaults in my name.
I today received a quick response saying they don’t agree with my statements regarding irresponsible lending however they did offer to waiver the outstanding balance of £620 which is with debt collector and remove negative marks on my file. I worked out I paid around £1k of interest overall so I thought that was a reasonable offer based on how quick they responded. I was annoyed they wouldn’t accept the fact they lent irresponsibly but I accepted.
Anyone who has previous/current issues with safetynet I would recommend you complain ASAP. Turnaround times very good
Dave says
Good Afternoon, thanks for a brilliant website.
I have put complaints in against 13 different lenders on 19/11/18. SafetyNet have rejected already despite me continuously using them 2 or 3 times a month for 18 months so sent to FO today.
I need advice regarding 247Moneybox please. Had lots of loans from them each month over last 3 or 4 years, they immediately (next day) offered to write off my latest loan if I agreed that would be the end of the matter.Looking at the amount of interest I’ve paid I have rejected their offer. They have emailed the following today:
‘Thanks for your email. I appreciate what you are saying, however we are confident the required checks were carried out prior to each loan funding.
We also asked you to declare your income and expenditure. Below is an example of the information provided when applying for the most recent loan with us.
Affordability data:
mortgage_rent = £300.00
credit_commitments = £150.00
utilities_bills = £65.00
travel = £35.00
food = £120.00
other = £50.00
You stated that you had a free cash flow (FCF) of £960.00, you were then funded an amount of £461.00.In order to assist with our investigation, could you confirm if the information you provided was false or inaccurate?’
Anyone else had this response? What do you recommend?Thanks.
Sara (Debt Camel) says
oh that’s just them being aggressive and trying to put you off going to the Ombudsman. If they have sent you a Final Response, just send your case to the Financial Ombudsman. With such a lot of repeat borrowing they should have looked more closely at your situation – perhaps your credit record showed a lot of payday lending? perhaps your bank statements would have showed a lot of problems?
Read https://debtcamel.co.uk/payday-lender-says-lied/ and don’t worry about what they said.
Dave says
Thanks for the reply.
Do you recommend replying to them or would you ignore them and give them the 8 weeks to give me a final decision?
Sara (Debt Camel) says
I suggest you reply that they had access to your current account so they should have been completely informed about your expenses.
B says
Hey,
I had exactly the same response from them and after email ping pong with them for a week, managed to get a full refund. My tactic was to keep putting pressure on them in return which statements such as “can you comfirm this is now your final response please so that I can now confidently escalate this to the FOS, I don’t wish to keep discussing this, my pattern of borrowing and credit history was evident enough and therefore i wish to transfer this to the next level without further delay”
i had 3 different offers, all of which i kept rejecting with responses like the above and then they settled in full :)
Sar says
Hi Sara
I had a final response of uncle buck today they sent a really long email to basically refuse my complaint! Anyway they was going on about income and expenditure I know my income was right but my expenditure was probably put down as really low. At the end of the email they put this “if you choose to refer your complaint to the FOS and provide them with bank statements or other proof of your outgoings at the time to support your claim that your loans from us were not affordable, we may ask to have sight of these and will ask you to explain any discrepancies between the information you supplied to us at the time of your applications. We would do this because, according to our records, your financial position and outgoings indicated that you could afford to repay, even if you did not have a perfect credit record.” Have they put this to put me off sending to the FOS which I have done (before reading that bit tho) as I was gambling quite heavily at the time which I have put in my complaint to the FOS I feel like it was a bit threatening.
Sara (Debt Camel) says
yes UB often come across as quite aggressive. Everyone they can put off sending a case to the Ombudsman is a win for them :(
Read https://debtcamel.co.uk/payday-lender-says-lied/. Many people underestimate their expenses, some on purpose as they are scared and desperate for a loan. Many by accident as they don’t really know what they spend and don’t know how to divide up what they do spend between the small number of categories of things they are asked about.
In the end if you kept on borrowing, then the lender should have realised there was something wrong and looked more closely at your situation, not carried on handing out loans.
Sar says
I only had 5 loans of them which went up steadily they were 3 mths loans but as soon as I paid it of I was borrowing the very same day! And borrowing also on my payday which is obviously not a good sign! So far I have sent of to 7 payday lenders and had 3 back already not upholding my claim. Sunny has got another week till there 8 weeks are up I am hoping for a result of this one as this is my biggest claim 22 loans in 7 mths so fingers crossed :)
Sara (Debt Camel) says
5 loans all increasing and borrowed the same day as repaying the previous one is well worth taking to the Ombudsman.
Ryan says
I’ve sent the 1st template now to 12 companies. I’ve still got 5 out standing in which 2 have accepted £50pm until the complaint is complete.
Wonga I’m still in discussion with but I’m worried as Satsuma haven’t responded in 6 weeks & have sent me 2 letters saying they want full payment or they are taking me to court? Pound2pocket have offered to wipe some of my outstanding balance but I don’t agree so I’m replying but they’ve also sent me 2 letter to default & take me to court? Where do I stand with this? I stopped all payments as I couldn’t afford them.
Thanks
Anthony says
Just want to say a big thank you to this site. I’ve taken so many loans over so many years from all of these companies until I couldn’t cope anymore. I found help with StepChange debt charity and started a DMP about 4 years ago.
I found this site after looking at the companies that try to reclaim for you and I tried my luck sending the template letters on 8th October. I’ve had 3 rejections so far which I’ve sent to the ombudsman today and got an offer from Peachy this morning to write off the rest of my loan and pay me £225. I’ve accepted this as my DMP is due to finish in June next year and this has brought me a couple of months closer. Getting something off one of them makes you realise that it can be done and has made me more determined to push these complaints as far as I can.
Does anyone know how long it takes for Peachy to pay out once you’ve accepted?
Kareen says
Hi Sarah
I’ve had a very long complicated email fin QQ saying it is the final response.they are not up heading my claim- I’ve tried to send it to you but it is too long. Is there anyway that I can send it to you?
Regards
Jareen
Sara (Debt Camel) says
Hi Kareen, I expect you have got QQ’s standard rejection letter. If you read https://debtcamel.co.uk/quickquid-payday-loan-refunds/ that has extracts from a typical letter. Could you say if your letter seems to be rather different?
Lloyd says
Hi Sara
I have put in my complaint to MyJar, Wonga and Pounds to pocket, I’ve had an initial response from all 3 payday loans with statements of loans taken between 2012 and 2015. All 3 loans were defaulted between 2014-15 and I’m still waiting to hear their verdict.
However, my question is; I defaulted on a Barclays credit card (one given to people with poor credit history) which I took in 2014 and defaulted 2015. At the time, when I got the credit card (2014) i had 2 defaults on my credit history from the two of the payday loans. I went on to default on the other payday loan in 2015 and subsequently defaulted on Barclays later in 2015?
What are my chances in writing to Barclays asking them to wave of the default stating that I was given unaffordable payday loans which led to Barclays tempting/giving me a credit card with Unaffordable-higher interest rates?
Any advice will help
Many thanks
steve says
Hello,
I have sat and gathered all the details of each pay day loans, I am shocked to find the total figure paid is over 5K, these are all 6 years old. On that note, since then, I have changed bank accounts, don’t have bank statements, thus, would this impact my potential claim? its clear, I have taken out a number of loans with one company on its own of 10 loans, month after month.
Today I have went to stage two in the claim process, when do I take this to FOS, after received all responses from all company’s and raise a complaint to FOS for them all at the one time or do I claim against them as each company
Thanks very much
Sara (Debt Camel) says
You send FOS a separate complaint about each company. You can start sending them as soon as you get a Final response from a lender – there is no reason to wait and do them all together. After the first couple you get pretty fast at doing this!
Many, perhaps all, of your complaints may be rejected as they are all over 6 years old, so don’t be surprised at this.
You do need to try to get bank statements from the closed account.
Laurence says
It is possible to get old bank statements from closed accounts.
Halifax couldn’t have been more helpful with me. I went into a branch at the weekend and they printed off 5 years worth of transaction history (323 pages eeeeek)
No charge either……..
NatWest have also said they are sending me bank statements from 2008, so looks really promising
Marie Robbins says
Hi Sara I have a complaint about sunny back in August they said no but paid off outstanding balance on current loan just did it not asked if I accept the offer.. Any way have sent remaining ones to fos will they still consider them a little worried.
Sara (Debt Camel) says
Just make sure your reply says that Sunny have wiped the balance but you don’t think this is an adequate offer for the number of loans you had.
How many previous loans were there?
Stephen says
Hi Sarah/guys
I submitted my stage 1 letters to a number of lenders back on the 12th October and then stage 2 on the 25th October . The majority of which have now responded, however LS have now stated that they are taking the stage 2 date as the official date to give a final response, is this correct? I’m confused as to what date I can refer to the FOS
Sara (Debt Camel) says
The stage 1 email should have said you were making an affordability complaint. If it did, then the 8 weeks runs from that point.
Steve says
Thanks Sarah
I used the template letter from here, so have now replied to LS to state I want I a final response by the end of this week.
Thanks for clarifying.
helen says
Good luck with LS. I submitted stage 1 letter in August. They finally sent the statement of accounts middle of October but they were dated middle of September. Sent stage 2 letter of next day. I then e-mailed asking for an update end of October as it was nearing 10 weeks from 1st letter only to be told the have 56days from 26/10/18 to respond. I have e-mailed several times now asking how they got the date in October as my date of complaint but as yet no full response just the same generic e-mail reply that my complaint began on the 26/10/18. I will give them the 56days & if I don’t get an acceptable outcome then I will take it to the FOS along with all the correspondence from August & add to the complaint their unacceptable handling of my complaint.
karen wilson says
Quick update just heard from quickquid after 6 months and awaiting fos they have decided to look into my claim should hear back in 48hrs how much im getting fingers crossed just came out of blue so perservence is key!!!
Sara (Debt Camel) says
oh! So QQ are looking again, this isn’t a response from FOS?
At the moment there are at least three reasons why QQ are rejecting complaints where FOS thinks they should be looking again:
1) loans over 6 years old
2) very long chains of loans – repeat borrowing or rollovers month after month with few or no breaks
3) loans after 2015.
Does your QQ case fit into one of those groups?
karen wilson says
All 3!!! so im hoping a result soon
Sara (Debt Camel) says
wow, do let us know what happens…
Jamie says
Hi . I’m in a Debt Management Plan at the moment. Can still put a complaint in for Irresponsible Lending?
anthony says
Hi, yes you can. I’ve done the same and just had my first offer. Good luck!
Greg says
I took out 1 loan from sunny in 2014 for £750, I paid back £1350 in charges and interest before it was sold to a debt collection agency, I have just had my response back from sunny basically fobbing me off with a massive reply saying no it was a affordable loan and all their checks and the info I provided hasn’t changed their mind. should I send to the FOS? back then that loan would have been approx 75% of my monthly salary
Sara (Debt Camel) says
That is a very big loan – it does sound worth taking to the Ombudsman.
MissB says
Firstly thank you so much for this site, I have been in a payday loop for far too many years to remember, as well as logbook loans. From this site I have been able to take control of my debt and hopefully with 2019 coming will have turned my life around.
So here goes, I have written to several payday loan companies first to come back is MrLender with an offer of paying off my last loan with them of which I owe £96 loan with debt collectors now, (was over £200 when they were chasing) and have offered to zero my current loan and remove all defaults and negatives from my credit file. I had three loans totally £900, within 6 months starting September2017 and have paid £1317 back, still with a balance owing on the last loan. Do I accept or should I reply with a not happy with your offer. And if the later how would I word the reply.
Sara (Debt Camel) says
what was the size of each of your loans, 1,2,3? What were the gaps between the loans, time between repaying 1 and borrowing 2? and between 2 and 3?
JOJO says
Sarah
quick question – what kind of provider is Safety Net Credit & Drafty ……. its like a constant rolling line of credit. Would these be classed as a roll on loan, pay day, credit card?
thanks in advance.
Jo
Sara (Debt Camel) says
For complaints, use the standard payday loan template on this page. SNC can see your bank statements, so don’t be fobbed off by any nonsense from them saying your application said the loan was affordable – they could see all the other payments you were making to other lenders!
JOJO says
Thanks Sarah ( as always) what about Drafty a similar product but no access to account.
x
Sara (Debt Camel) says
Very few people have mentioned Drafty, it is a tiny brand – just treat it as a payday loan in your complaint.
Gary says
Hi
I had the following back from 247;
Thanks for your email. Please be advised as per the time-frame set by FOS, this could take up to 4 weeks from 03/12/18.
In preparation for any refund, please confirm your full sort code and account number.
So my questions are;
Has anyone had this with them?
What kind of time frames generally for refund?
Am I likely to get a fully detailed breakdown as I’ve had none yet?
Thanks
CJ says
Hi Gary,
I’m no expert but that sounds like a red flag to me,
It may be worth asking them why they need your sort code and account number when they haven’t investigated your claim,
I would personally say “i will provide my SC and AN when it is necessary “
Sara (Debt Camel) says
It sounds to me as though 247 have agreed to refund certain loans, they just haven’t yet said the exact amount of money this will be.
Gary says
Hi Sara
The adjudicator found in my favour and said they had to refund on a number of loans and they replied to the adjudicator agreeing.
Which all culminated in that email so I’m thinking you’re right I suppose I just need to sit tight and wait it out just frustrating having waited since March now we are v close to Christmas and this would help out a great deal.
Thanks again for your site.
paula says
Hi
Got appointed an adjudicator for my QQ loans yesterday.. had 5 after 2014 -2015 so in the 6 year bit.
She said £2100 in interest they looking at but wasnt able to say how long. Iv waited 6 months for an adjudicator so how long does any one have a idea on time scale now. Thanks
Tim ber says
Sit tight. Be patient is my advice took adjudicator 4 weeks to assess mine although it was 20+ Loans. And that doesn’t mean QQ will agree with an adjudicator decision. Which would mean awaiting an ombudsman which I’ve been told is a 3 month wait. I think I’m on month 10 with my claim now. Awaiting an ombudsman. But will be worth the wait.
Sara (Debt Camel) says
Adjudicator decisions are usually pretty quick – a couple of weeks is typical. Though of course we are coming up to Xmas…
At the moment so far as I can see QQ are rejecting ALL adjudicator decisions to refund loans from 2015 and insisting they go to an ombudsman (read https://debtcamel.co.uk/financial-ombudsman-what-happens/ if you aren’t familiar with the two stage process at FOS). But FOS is trying to get them change their approach on these loans, so this may be resolved soon. Or not.
karen wilson says
Im in the same position
Bob says
Anyone had any dealings with Cash4unow?
They’ve sent me a rejection letter via post? Do these tend to listen to a response or are they hard work?
Sara (Debt Camel) says
If they have rejected your complaint there is no point in going back to them unless you think there is something factually wrong with what they said. If they said you had 2 loans in 2015 and actually you had 5 loans in 2017, go back and challenge it. Otherwise you are probably wasting your time, just send the complaint to the Ombudsman.
African Queen says
Hello Sara,
I hope you are keeping well.
I just need your thoughts on what I can do next, if anything.
After waiting for 6 months, I eventually got the adjudicator decision asking MyJar to refund me for Loans 3-20. They were supposed to respond by the 5th of Nov. They didn’t and asked for an extension till the 27th. They have subsequently missed that deadline as well. They are not responding to any emails and the adjudicator has now referred it to an Ombudsman as they haven’t heard back either.
I am surprised that they are allowed to behave like this. It’s like they don’t even respect the FOS.
Any ideas on what to do next?
Thank you x
Sara (Debt Camel) says
You could leave them a bad review on Trust Pilot https://uk.trustpilot.com/review/myjar.com. That sometimes seems to kick them into action.
African Queen says
Thank you Sara. I will. It just seems so unfair that they can treat people in this way. I will keep you updated x
Becs says
I send my first complaint email to QQ (and all of the others – there were A LOT) in May 2018. I had an email from the adjudicator saying that she sent her view of my complaint to both myself and QQ on 26 October. They refused to agree with her findings (I have worked out that the amount of interest I would be entitled to would be approx £5k+). This has now gone to the Ombudsman (27 November). The adjudicator has said that if I would like to add anything further, that I would need to do so before 11 December (I feel that she has all the information she needs). Despairing, but all you can do is wait and hope!!
I am still waiting for an adjudicator to be assigned to the cases against Avant Credit, Lending Stream, Everyday Loans, Sunny and PayDay UK (I know that there is no chance of my Wonga complaint being looked at now).
Sara (Debt Camel) says
There are at least 3 types of cases where QQ is routinely rejecting adjudicator decisions:
1) if there are any loans of 6 years
2) if there are very long chains of loans
3) if some of the loans are after 2015.
Any idea which, if any, of these apply to you? How many QQ loans did you have and how many are being refunded?
Avant Credit and Everyday loans – these cases are normally going through quicker than payday loans, have you been waiting long? Your Wonga case will have been sent back to the administrators.
C says
Well done for getting it through the first steps with adjudicator though.
Mine for QQ was sent to FOS on March 1st and no indication of an adjudicator after 9 months of waiting.
I’ve excluded all loans over 6 years and only had repayments in 2015, as the last loan was taken in December 2014. However, there is £9k of interest in that 2012, 2013, 2014 time period. So I’m not hopeful it’ll get sorted at adjudicator level with QQ’s current track record.
Hope it’s sorted for you soon. All the best.
Rebecca Jones says
Apologies for the delay in response – I believe they’ve used all three of those excuses! I had taken 29 loans out altogether, and the adjudicator said “I don’t think the checks you did on loan 3-10 went far enough……This means that you’d have known that she couldn’t afford to repay loans 10-29, taken out between 7 Nov 2012 and 1 July 2017” I started borrowing from them in October 2011, but agreed to have the first 2 taken off due to the timing (ie – more than 6 years). QQ originally agreed to uphold loans 13, 14, 21 & 22 (which have been included in the adjudicator’s settlement recommendation). They have disagreed and now it’s with the Ombudsman. So now I wait.
I sent Avant Credit and Everyday Loans complaints in May with all of the others. Still waiting to be signed an adjudicator.
Susan Delaney says
Hi Sara
Please can you explain this a Final Offer from Pounds to Pocket (first one I have received after nearly 4 months still waiting on 4 others). The jargon they use is very confusing.
“This offer represents the interests and fees you have paid us on loans we have upheld, plus 8% simple annual interest on those interests and fees, minus 20% tax withholding (on the 8% simple interest) to be remitted directly to HMRC on your behalf. If you have any outstanding balance with us at this time, we will first apply the redress towards the balance and any remaining redress will be paid to you as a cash refund
● Interest and fees eligible for refund: £ 281.44
● plus 8% statutory interest £ 60.01
● less 20% withholding £ 12
● Total Owed to you £ 329.45
——————————————————————–
● Total Waiver Amount: £ 185.88
● Total Refund Amount £ 143.57
——————————————————————–
● Total Outstanding balance after the redress: £ 0
Sara (Debt Camel) says
How many loans did you have with P2P? Is there a balance outstanding on the last loan? How many loans have they offered to refund and does this include the last loan?
Susan says
Hi Sara,
Wow thank you for your fast response. I had 4 loans with them (one of my less borrowed from companies). They have listed that loan 1 is out of their jurisdiction (8/9/2012), no reason given for loans 2 and 3 just says not upheld they were issued 19/7/2013 and 24/1/2015. My last loan is with Payplan (dmp) and there is only approx. £200 left to pay on that one and this is the one the final offer letter refers to.
Thank you for responding.
Sara (Debt Camel) says
OK, were the first three loan smaller than the last one? Were any of them rolled or topped up a lot?
Can you give the details about your last loan – what did you borrow? how much if anything did you pay to P2P? How much have you paid to Payplan? What is your current balance at payplan?
Susan says
Hi Sara,
The first 3 loans were for £700, £800 and £200. The last loan was for £1000. Topped up once with one of the loans. Paid via Payplan so far £930.18 and Payplan statement states an estimate outstanding amount of £213.46.
Thank you
Susan says
Do you think I should accept this offer and what does it mean?
Lisa G says
Advise please… has anyone had this?
I raised a complaint with Payday Express. They rejected. I asked them to reconsider considering the FOS said they would look at cases older than 6 years… (this was within a week or two of getting my final response from them).
They came back to me and said “based on your statements and circumstances, I think you are in time to make a complaint”. By this point I’d already raised a complaint with the FOS (the reference number was at the top of that response).
They asked for bank statements to reconsider. I sent those.
A few weeks on and I have received an email to say that they can see I have raised a complaint with the FOS and unfortunately it’s not possible for me to both proceed with the FOS and ask them the review my complaint further.
They have given me 2 options: either drop my case with the FOS and they will review my case, or continue with my FOS investigation.
This seems weird to me because they knew I had logged an FOS complaint when they asked me for further details, the FOS reference number was on the email! Shouldn’t they still be able to review my case even with a compliant logged?
I’m confused? What have other people done?
Sara (Debt Camel) says
I suggest you reply that they knew you had complained to FOS weeks ago and you think they are being unreasonable – you will happily withdraw your FOS complaint if they revise their offer.
Lisa G says
Thanks Sara, I’ll do that. I was thinking something similar but didn’t want to jump the gun in case I was wrong!
Sara (Debt Camel) says
Well I’m not saying it will work. You can’t make them look at it again.
Lisa G says
Very true! I’m happy to argue my case with them as far as I can whist sitting back and waiting for the FOS… I’ll keep you posted.
African Queen says
Hello Sara,
Just wanted to give you a quick update.
As you advised, I posted a bad review on Trust Pilot. They responded with a standard response referring me back to their complaints department. I then emailed complaints@myjar with the title of Trust Pilot review. Within 15mins, I received an email from their Compliance Manager saying that they are processing my redress payment and it will be in my account before the end of business tomorrow. I have asked them for a breakdown as I never received one and also confirmation that they will remove all negative marks from my credit file. I live in hope that they will come through on their word. I can’t tell you the number of emails I sent them pleading for a response and it is such a shame that it takes a bad review for them to get their act together.
I just wanted to say thank you and let anyone else who is in the same position know that there is light at the end of the tunnel xx
Donna says
Hi
Has anyone had any success by sending Uncle Bucks to the Ombudsman for loans over 6 years?
Regards
Donna
CJ says
Hi Guys,
The period for myself or the business to give anymore information about my case came to an end about a week ago,
Has anyone recently had this happen to them ?
If so how long was it between that period finishing and the Ombudsman sending out the final decision ?
Thanks in advance
CJ
CJ says
Correction **
The period for myself or the business to give anymore information about my case came to an end about a week ago as they had sent out a provisional decision,
Sara (Debt Camel) says
Was this provisional decision from an adjudicator? Or is your case at the second “ombudsman” level?
CJ says
Hi Sara,
This was a provisional decision from an ombudsman
Sara (Debt Camel) says
Great – then it should only be a couple of weeks unless the lender has come back with extra arguments.
Hope this was a good decision for you!
Joe says
Hi Sara,
Thanks for all your help. Came across payday refunds by accident – had over 100 loans with Wonga, QQ, P2P, Satsuma and Lending stream – all sent them your complaint template and hada response from QQ today for £603! I have refused this and sent it to FOS because they’ve had nearly £5K off me – waiting to hear on all the others, but so shocked with the first offer I didn’t think they would say yes – but QQ did only uphold 1 out of 12 complaints. Thank you sara and good luck everyone!
Daniel says
Hi Sarah,
Just looking for a bit of advice. I had a case with LS that the adjudicator found in my favour – defaults to be removed and £147 refund – this was agreed by both parties 35 working days ago and still nothing has happened. I have been in touch with LS who are now saying that they cannot locate ownership of two of the loans however they are working on it and will be in touch with me in due course. What would you advise? Surely they can’t have just lost all my personal details relating to two loans.
Sara (Debt Camel) says
were two of your loans sold? Do you know who to? Have you been making any payments to those debt collectors?
Daniel says
There were 4 outstanding loans that were sold to ACI (Asset Collections & Investigations). These however seemed to be couple together so rather than 4 smaller loans they’d morphed into one bigger loan and one smaller (Approx £600 & £200) rather than them all being at around £200. I had been making payments to ACI up to the point at which I complained, I then informed ACI that an investigation was ongoing and that I would not be making any more payments. LS have said that they are liaising with ACI on the matter but I still don’t understand the ‘can’t locate ownership’ side of things, surely they must know who they sold my details to.
Sara (Debt Camel) says
This does seem unusually incompetent, even for Lending Stream :(
Is it just the 4 loans that were sold that are being refunded? I was wondering how there was a figure for a refund to you if LS haven’t had the details from the debt collector about what you have paid? Or is it £147 + the amounts you have paid to the debt collectors to be refunded?
Daniel says
To be perfectly honest with you Sara I couldn’t tell you. The way it appeared to have been sold on made it almost impossible to fathom however vague calculations in my head led me to believe i’d be due a refund of around the £150-£200 mark so this seemed correct. In the initial complaint stage with lending stream they have all the information to hand as they offered to remove all interest & charges along with payments that i’d already made to ACI which left an owing balance of £103 – I refused this on the basis that they hadn’t taken into account the 8%. So as of February this year they were allegedly aware of the loans and amounts etc. yet now it is an issue. Just unsure as to where to turn with it all.
Sara (Debt Camel) says
So what was the adjudicator’s decision?
What the loans were sold on for is irrelevant to what you get back. What matters is what you borrowed and how much you repaid to LS and later to the debt collector. None of LS’s interest calculations matter.
Daniel says
The adjudicator came back with a response that said loans 4-9 were lent irresponsibly. Lending stream offered via FOS a total of £445.59 -split between interest/charges, fees paid and the annual interest. However they state an outstanding balance on £298 thus leaving a refund of £147.59 to me along with removing adverse information from my credit file. This was accepted.
Sara (Debt Camel) says
Do you want to see if those numbers are correct for loans 4-9? or did you know LS was offering less than the adjudicator said and you were happy with that?
Daniel Canning says
I’d love to say I could figure out the numbers, it is just all so ridiculously complicated with how they have sold the loans on and how much interest they had added up to that point. By the time it came back from the FOS with a possible refund of £147 I was quite happy for the whole thing to be done with, especially with the adverse information being removed from my credit file – the 4 outstanding loans currently being defaults on my record.
Jen says
Hi Daniel, Sara put in another complaint to LS, tell them you want compensation of £50 per default on ur credit record as they have not fixed it in the time they agreed with the FOS, if they don’t respond go back to adjudicator and tell them what you have requested, fix credit report & compensation. Happened 2 me and adjudicator said they agreed to compensation & fix defaults, I’m still waiting on the loans being closed tho defaults off now, just put in 3rd complaint to close loans & compensation,as still say open & false info on report, gd luck
Sar says
Hi Sara
I have had a final response of 247moneybox who have said they are not upholding my complaint as they feel they did the proper checks etc. Though they have said as a goodwill gesture they will clear any negative defaults on my credit file. My question is I paid all my loans in full and on time (10 loans in 10 months I would pay 1 of and get ANOTHER the day after) so there wouldn’t be any negative defaults on my credit file would there as they where paid on time and in full? They should know this if they looked at my complaint properly shouldn’t they?
Sara (Debt Camel) says
You have just been sent a standard reply.
I normally suggest sending outright rejections to FOS straight away. But 247 do sometimes change their minds, see this comment from someone a couple of days ago: “I had exactly the same response from them and after email ping pong with them for a week, managed to get a full refund. My tactic was to keep putting pressure on them in return which statements such as “can you confirm this is now your final response please so that I can now confidently escalate this to the FOS, I don’t wish to keep discussing this, my pattern of borrowing and credit history was evident enough and therefore i wish to transfer this to the next level without further delay”
i had 3 different offers, all of which i kept rejecting with responses like the above and then they settled in full :)”
So you could push back and say given your chain of loans for 10 months, borrowing the next day after repaying the previous loan, you are confident the Ombudsman will uphold your case, but to avoid the delays you would be happy to settle now for a refund of the interest on the last 7 loans. Give then a couple of days to reply, if they don’t send the case to FOS.
Simon says
Hello,
They did the same to me but after me going back to them on the third time they agreed to refund me the interest of 3 of the 7 loans so keep trying!
Sar says
Hi Simon
I sent them a email yesterday saying I don’t except the offer and that I am confident that I will win my case if I take to the FOS. They sent me a polite email back today saying that they are going to send my email over to the payments team (I have asked for interest of loans 4 – 10 to be refunded) and to thank me for keeping the dialogue open. Said they will get back to me as soon as possible. I am quietly hopefully I was expecting them to come back with a flat out no as so far I have sent of 7 complaints and 5 have come back with not upholding complaint (including 247) am still waiting on 2.
Sar says
Hi Sara
I have had my final response of sunny today as well (they are coming in quite fast now!). Sunny are not upholding my complaint they have said they have done all the checks etc. I have sent it to the FOS now but is it worth trying to negotiate with sunny? I really thought I would get a offer of them as 22 loans in 7 months to me is not responsible lending?
Elaine says
Hi Sara
I have spoken to Paydayuk and my complaint is still needing to be looked at .can they just sit there and say this?
I hadn’t had a response since 23/10/18 which was the 4 week mark.
I put in my complaint 23/9/18 they have said I can send to fos.
Are they just trying to make it harder and a longer.
Can I just keep pestering them or do you think just go to fos
Rob says
Elaine, if it helps at all, I submitted claims for both Payday Express and Payday UK on the 12 Sep and still no final response. 8 week deadline, email received, said they needed another 3/4 weeks. That additional extended time period is up within the next week. I am not hopeful that there will be any sort of response even then. I suspect they simply have not got the resource to process the volume of complaints that they are now receiving.
GM says
Same with me. Complaint initially sent on 07/09, then at 8 weeks they asked for another 3 to 4 weeks and still no outcome at the end of that extended period. Its now 13 weeks and they emailed me a few days ago saying that due to the sheer volume they haven’t been able to process the claims in time. I’ve sent the complaint to the FOS last week, but if they PDUK/Express/Money shop are this slow with customers complaints, it would also take ages to deal with the FOS. Complaints are flooding in and I feel that they might go under the same route at Wonga. They stopped lending, so revenue in and they might not want to invest in more staff.
Elaine says
Thanks Rob
I will send my complaint to the fos.
I agree they are snowed under with complaints
I will update this site if I hear anything
Laurence says
I’ll be into week 15 with Payday UK next week. They are clearly so bogged down with complaints that they just have no change of meeting the deadline.
No clue when I’ll get final response.
Get your cases into the FOS to at least get the clock ticking
Jax says
I raised my complaint with payday express in September 2017. Had an email from the adjudicator today saying payday express had agreed to their findings and made me an offer. I have accepted. It was about £300 less than I calculated but after 15 months I’m happy with the offer. Just got to wait for the payment to land now. Wonder how long that will take.
Sarah says
My initial complaint was sent in July and I’ve still not had my final response letter. Even after numerous attempts of calling and emailing
GM says
Final response today, 14th week, saying that the loans are over 6 years and that I hadn’t told them why I didn’t complain earlier. Sent my response, so I’m waiting for them to come back… probably after another 15 weeks.
Complaint sent Robert FOS 2 weeks ago.
Becky says
Hi everyone,
So after the ajucicator giving 247 an extra week to reply to her finding they have agreed with her…..yay! She has now requested a breakdown of their offer so hopefully it wont be much longer now.
Ryan says
Sara,
I’ve had communication with wonga & Pounds2pocket. Wonga refuses my offer per month & states I must pay in full.
Pounds2pocket have offered to wipe £400 of my current loan but I’m rejecting that, they are still sending me letter saying they’re defaulting my loan & next step is court?
I emailed satsuma 6 weeks had no acknowledgement or reply but had 3 letter saying they will take me to court if I don’t respond to the calls or get in touch & pay.
Where do I stand?
Sara (Debt Camel) says
Have you made affordability complaints to Wonga, P2P and Satsuma? At what stage are these complaints?
Ryan says
No not done one with any, I offered to pay £50 per month on the template letter above I sent, wonga rejected saying they want full, satsuma haven’t acknowledged the email & Pounds2pocket never said yes or no but still send letters? Not sure what to do.
Thanks
Sara (Debt Camel) says
OK so these cases are all different.
Wonga, how many loans did you have from them before this last one? How large was the last loan and how much if anything have you paid Wonga to date for the last loan?
P2P – if you have rejected their offer, have you sent the case to FOS and if so have you told P2P this? did you borrow a lot from them?
Satsuma I suggest you email them saying you are waiting for their reply to your complaint dated dd/mm/yy and in that complaint you made a payment offer of £50 a month. How many previous loans did you have from them?
John says
After waiting 6 months for my Money Shop complaint to picked up by an adjudicator, it was finally picked up at the end of October and I phoned my adjudicator on Monday for an update and he confirmed that he had everything he needed and would be investigating my complaint this week .He also said that he will be going away today and had not been in the office much in the past 2 weeks but will be investigating my complaint before he goes and send the decision by email.He has now gone away again until next week and has not bothered to get intouch.I had a gut feeling that he would not stick to his word .May be he works part time as an adjudicator and I have feeling it might be after christmas that I will get a decision from him, I appreciate the volume of paperwork involved , 68 loans from 2008-2012.I dont mind the waiting as I have already waited over 7 months with the FOS for my case to be resolved but its good to communicate.
Colin says
Hi Sarah/All,
I complained to the FOS about QQ because they said my loans were over 6 years ago. I only made the complaint 2 weeks ago and today received a letter from FOS saying they are processing the complaint and waiting for QQ to give their side of the story. I have some questions for you:-
1) How long do QQ normally take to give FOS “their side of the story”?
2) The FOS said if I haven’t already done so please provide bank statements. The problem with this I told them in my initial complaint I have only been able to send them 3 bank statements as the 20 odd bank statements are from before I can download them from RBS around 2010/11/12.
Do they have to have these or can they progress without these?
3) They also ask for a credit report. When I go on Noddle to download credit report it doesn’t show the right mess I was in back in 2010 is has the current situ so how on earth do you get your credit report from 2010?
Is this possible to get and do they need this if you cannot get it?
3) is this quite a quick response from the FOS or just standard?
Cheers
Colin.
Sara (Debt Camel) says
1) a few weeks I think normally
2) have you spoken to RBS about this? you want something in writing from them to pass to FOS saying they can’t provide you with earlier bank statements. Also look for other evidence that would have been on bank statements for the earlier loans – do you have P60s? payslips? tenancy agreement showing rent? It is easier to win cases with more evidence.
3) FOS always ask for your credit report. Just send it even though it won’t help with older loans
2 weeks is normal for you to be asked to send this stuff. It is just getting your case “ready”, no-one is actually looking at it. See https://debtcamel.co.uk/financial-ombudsman-what-happens/.
karen wilson says
How long does fos take to look at claim mines just gone in?
Colin says
About a year on average, if your counting on the money soon I wouldn’t bank on it
karen wilson says
No they have just started looking at it now been in 6 months need time frame for them for looking into claim
Craig says
Had email from quick quid 2 days ago wanting my bank details for my refund, any body any idea how long it takes for them to pay out ?
Laurence says
Less than 24 hours if you ask for it to be paid straight away
Lonso says
Hi Sara
I have put in my complaint to MyJar, Wonga and Pounds to pocket, I’ve had an initial response from all 3 payday loans with statements of loans taken between 2012 and 2015. All 3 loans were defaulted between 2014-15 and I’m still waiting to hear their verdict.
However, my question is; I defaulted on a Barclays credit card (one given to people with poor credit history) which I took in 2014 and defaulted 2015. At the time, when I got the credit card (2014) i had 2 defaults on my credit history from the two of the payday loans. I went on to default on the other payday loan in 2015 and subsequently defaulted on Barclays later in 2015?
What are my chances in writing to Barclays pleading with them to kindly remove the default as I was given unaffordable payday loans which led to Barclays tempting/giving me a credit card with Unaffordable-higher interest rates?
Many thanks
Sara (Debt Camel) says
It’s not Barclay’s fault you were given unaffordable payday loans – pleading isn’t likely to work.
If you think Barclays gave you a credit limit that was too large given your credit history, you could complain about that, see https://debtcamel.co.uk/refunds-catalogue-credit-card/. these cases aren’t as simple to win as payday loan cases, but it depends on the circumstances of your case.
Ramzes says
Hi,
I have fallen in payday loan spiral in 2016. There are only three payday loan providers where I had three or more loans but in total there will be over ten insurers. I have tried to avoid defaults but now i am in the situation where I have 2000 pounds loan with 118 and 4500 to repay. 600 payday loan with one lender 200 with another and 1000 pounds credit line that cost me 200 pounds every month. Amount of interest I have paid and still paying is extreme and this month I need to miss 3 bills. This is the point where I cant borrow more to repay. When my trouble started I hoped that I will get few payday loans and will consolidate i bank after while. But credit score didnt go up too much in last two years and i blocked myself do much i cant close month on zero.
I have contacted company who offers interest recovery for 36% and only with 3 loan providers that I had most loans. But I need someone to look at bigger picture as I was getting some loans to recover financial loss after another payday loan.
What would you advice in this situation?
I am thinking of getting in touch with each provider to set repayment plan. I need to stop paying so high interest as I will bankrupt sooner than loan will be closed.
Sara (Debt Camel) says
“I have contacted company who offers interest recovery for 36% and only with 3 loan providers that I had most loans. ” That is a great pity. Not only will they take a chunk of any refund but they often do a VERY poor job for people, very slow and not giving good advice about when to take a case to the ombudsman. If you are within the cooling off period I suggest you cancel this right away and make the claims yourself.
It sounds as though you have a lot of different debts. It can be hard to negotiate payment arrangements with many creditors and 118 Money are sometimes difficult. I suggest instead you sign up for a DMP with StepChange, see https://www.stepchange.org/how-we-help/debt-management-plan.aspx for all your outstanding debts.
Re 118 Money, read https://debtcamel.co.uk/refunds-large-high-cost-loans/ and put in an affordability complaint to them too.
re the lenders you borrowed less than three times from – it may still be worth making a complaint if the last loan was large or if you still owe them a balance.
Dana says
My latest update, QQ disagreed with the FOS regarding loans post 2015, however, they offered around £2500 for the loans from 2012-2014, I’m taking this and running, the Adjudicator said it could go to an Ombudsman if I wanted but it could be a long time (7 months) until it gets seen to, I’m not risking waiting and then QQ then going into liquidation aka Wonga. I’m happy with this.
Sara (Debt Camel) says
I don’t think there is much risk of QQ going bust like Wonga – their US parent has very healthy financials and QQ seems to be doing OK too. But it if you want the money now and you are happy that is what matters.
John says
Hi debt camel
I was just looking at my ajducator decisions from 2017 against five pay day loan companies and they were all turned down on grounds that I had large sums available to me between £1000- £500 for loans ranging from £100 – to 300 , for example I had a £200 second loan with my jar and they had my salary down as £1400 and had outgoings of £400 which was as I never the case and I have just seen your Website before to argue the case of if the creditor should have seen my outgoings and said let’s check this out . Do you think I have a case for irresponsible lending ? As I went down unaffordable the first time
All my loans at the time were used to pay for gambling
Thanks
John
Sara (Debt Camel) says
No.
Irresponsible lending is a broader argument than unaffordable loans, it could be for a variety of reasons eg the lender failed to explain key features of the credit such as your right to cancel for example.
But you aren’t suggesting any of those apply, you are basically saying the loans wer unaffordable and the lender should have done better checks and seen this. So your complaint about irresponsible lending would be exactly the same as the one about unaffordable loans which you lost.
Sorry – you should have taken the cases to the second Ombudsman level in 2017. Cases with gambling are harder to win unless you borrowed consistently from the same lender. You can’t restart the cases now.
Dylan says
Hi,
Sorry this is a little off topic but I was thinking about putting in a complaint about creation finance (Currys PC World credit account). I feel they lent to me irresponsibly as I had multiple payday loan defaults at the time and the woman in the store even told us she increased my salary on the application so I would get accepted. Is this worth the conplaint / and is this irresponsible?
Thanks in advance
Sara (Debt Camel) says
Obviously it is irresponsible lending to increase your salary. However you may have difficulty proving this was what happened. I suggest you follow the route on this page https://debtcamel.co.uk/refunds-large-high-cost-loans/ and start by sending both Currys and Creation a Subject Access Request asking for a copy of all your personal information, including any credit applications and copies of any credit record or other verification checks they did.
Laura says
Has anyone had any experiences with Sunny? The date for them to reply to the adjudicator was the 4th December and when I rang on Friday they hadn’t responded..do they take a little extra time because they are busy or will it likely go to Ombusdman?? Can they still make an offer whilst in ombudsman queue, or is usually no response an indicator that it will definitely go to the ombudsman? Thanks
k says
Has anyone had any experience with Satsuma? I had a decision from the adjudicator on the 22.11.18 and they had until the 06.12.18 to make a decision if they agreed or not and they asked the FOS for an extension which they got until the 12.12.18 i currently have an open loan with them where i pay 332 pound a month which comes out on the 27th of each month. I have spoken to them and asked if they will be making a decision before the 27th when my payment is due out and they declined to answer me. Im just wondering if they are likely to refer to the Ombudsman or accept? I just want this loan writing off which the refund i get will do and then some?
James says
Hi,
Following final response (Rejections) from Wageday Advance, Payday UK and Mr Lender, I forwarded the additional info requested by the Ombudsman late October/early November. Any idea how long typically the process takes to move forward and what the next stages are?
Many Thanks.
Sara (Debt Camel) says
See https://debtcamel.co.uk/financial-ombudsman-what-happens/ for more about what happens at the Ombudsman. At the moment it is typically 3-5 months for a complaint to be picked up by an adjudicator.
Stevie C says
Hi,
I lodged a complaint with 247 money box in July of this year, they replied within the 8 week timescale clearing my exiting loan as a gesture of goodwill and remove the default on my credit file. The loan has been cleared although the default has not been removed. Am I able to reopen this complaint with the FOS as the agreement has not been met by 247 moneybox?
Sara (Debt Camel) says
Do you just want the default removed or are you trying to change your mind and ask for a refund as well?
StevieC says
All I would like is for the default to be removed. I have been in contact with them numerous times over the last couple of months where they have ensured me it will be removed although this has not been completed as yet.
Sara (Debt Camel) says
Say if it is not done in a week you will be sending the complaint to the ombudsman – this is your previous complaint, you don’t need to start a new one and give them 8 weeks to reply – and asking for additional compensation for the inconvenience.
Ross Lee says
Hi Sara,
I’ve had final response today from Uncle Buck not upholding my complaint however: They are only considering 3 loans out of 16 over back end of 2011 all through 2012 and early 2013 when i was also borrowing from others lenders at the same time. This is because only 3 loans are within 6 years. they say they cannot legally hold data on loans over 6 years due to GDPR and have deleted all the data so cannot investigate.
Is this right, what would be the best way forward for me?
thanks.
Laurence says
I had this with Uncle Buck.
All my loans were over 6 years with them and they claim to have absolutely no record of me at all and no details of my loans.
Get your bank statements from the time and highlight all payments received by UB and payments made by you. This way you can list all your loans and know what you paid.
Once you have this send it to the FOS if you’ve received your final response from UB.
I’ve done it this way and mines currently with the Ombudsmen so will keep you posted.
Ps I’ve given UB ample chance to address it but they aren’t interested, let the Ombudsmen decide
Ross Lee says
Great thanks Laurence.
Donna says
Hi I had this reply back from Ombudsman
Thank you for your email
Uncle Buck wasn’t covered by our jurisdiction until 28 December 2018 which means any loans taken out before that would not be considered however this specific date dose not apply to all lenders. Therefore if you have had any loans from 29th December 2018-present please let us know.
Anyone else had this?
Sara (Debt Camel) says
Good suggestion from Lawrence.
There is no reason under GDPR why a lender has to delete old loan details. If Yiu can reconstruct the loans from your bank statements and that shows repeat lending with no/small gaps then Yiu will be in a good position at the Ombudsman and UB will be lacking any evidence on what checks they did do…
Laurence says
It was your suggestion Sara so I can’t yake the credit.
I’m certain once the 6 year rule hits UB they get the shredder out….. Well at least they tell you they have.
Do you think we would have a case with FOS with just bank statements Sara?
I have emails and some loan agreements too so hopefully will help
Thanks
Sar says
Hi Sara
Quick update went back to 247mb said I wouldn’t except there goodwill offer of removing the negative defaults on my credit file and I put what you told to put that I was confident the FOS would uphold my case (10 loans in 10mths) and would be happy with a refund of loans 4-10. They got back to me today saying that they will refund the interest of all the loans 260 pounds not mega money but I am happy with that wasn’t expecting them to agree at all. All 6 of my other cases are with the FOS (just waiting on WDA to get back to me) I can’t thank this site enough and all your info
Lee sharratt says
Hello. What a carry on. My complaint is with an adjudicater, who has sent it to someone to look at their final response to send to Ferratum and send to me, really hoping it’s this week, but you can’t have everything 😱
John says
Hi Lee,
Can I ask how long your case has been with adjudicator? Thanks
Lee sharratt says
About 2 weeks. He has dealt with my complaint, but sent it to someone else to make sure it’s ok, from original complaint April. Had 39 loans. Hoping for a amazing outcome. Not likely before Christmas
John says
My complaint has been with adjudicator coming up to 7 weeks and he has not started looking at it😔 8 months with FOS and 3 months with Lender (11mths in total) My adjudicator is not available most days, he is in the office 2 days a week and I not hopeful of getting a result soon. The waiting continues…. Good luck with your complaint and hope you get a result soon.
Lee sharratt says
He has completed my complaint. Sent it someone for proff reading or so something
Dave says
Good evening, 247 have agreed to refund the difference between what I have borrowed from them over the last 3 years and what I have paid back.
If I can also get them to delete negative data from my credit report then this seems to be a good deal unless I’m missing something?
Sara (Debt Camel) says
That does sound a good deal!
Dave says
Payment of just under £700 in my bank today from 247 and they have also written off my outstanding loan.
Only put my complaint in on 19/11/18 after finding this site, thank you so much.
Jack says
Hi Sara
Hope you can help me I had only two loans with myjar one for 350 and a second one for 250 both over six months. In regards to the first loan i paid it back within 15 days as I had bowwred from another lender to try and get a larger loan from myjar but I could only get £250 which I took out six days later but i ended up defaulting , myjar have turned me down because they said I had a salary of £1400 and £400 cost on housing giving me a disposable income of £1000 saying I should have had enough money to cover the cost but I had just come of esa after suffering with depresion do you think alarms should have gone of on there system , do you think they are right to turn me down for unafordable lending . Thanks
Jack
Sara (Debt Camel) says
Two loans, not large, where the second was slightly smaller… I think it’s going to be hard to win this case. Unless Myjar were aware that you had been suffering from depression? That is probably unlikely.
Hannah says
Hi Sara
My case is with been FOS for 9 months for 2 long term loans I had with everyday lending.
Do you have any information as to why they are taking so long.
Thanks
Casey says
Hi Hannah,
I’ve had several complaints with the FOS and they have now resolved the majority of these for me. 9 months ago aswell as it’s from April. I still have 2 outstanding and I called for an update today and was advised that one is with a specialised team due to the number of loans (almost 60 in -18 months and due to the limited information that the company had sent in they said). My other one is for ten loans and also with a specialist team. This could be similar for you.
Good luck
Kareen says
Hi sara
It seems that my jar sends out the same type of letter. Ref to Jacks message..I had a loan £200 payed it back within 16days, had a further £250 payed within 24 days, so from September to October they game me 3 loans.I received this email the 5th if January, I’m really confused though, I had a Loan of £500 which I have defaulted on…..
The highest repayment due throughout your instalment loans was during your most recent loan and was for the amount of £207.33
Your income was £1,400.00, and your total expenditure was £955.00 which consisted of:
• Other regular outgoings – £540.00 (my jar email)
Also Sara, I have 7 current payment plans for £1 per month, on my credit file, I called them today and they said that they will accept a token payment for 6 mths, and the final debt will be £872 to pay back? I sent a irresponsible lending letter on the 20th Nov,I explained that they can’t calculate all this interest as I’m struggling and should not have been given further loans with my bad credit, he then said I’ll recalculate it that you will pay back £672?? I said your not making sense.. he then said he will call me tomorrow, once he had spoken to his manager, I’ve said that I don’t think they investigated my claim correctly, and I’m prepared to negotiate before going to the FOS, have I handled this correctly?? The loan amount is wrong??? Would appreciate your advice
Thanks
Sara (Debt Camel) says
I am not clear which of the loan figures you think is wrong?
Laurence says
Finally after 15 weeks of waiting a final response from Payday UK……
They have not considered the 7 loans that we’re over 6 years, not upheld loan 8 from 2013 and have asked me for bank statements in order to consider loan 9 and 10 from 2013-2014. Thankfully these last two loans were the biggest and rolled over for about 7-8 months.
What a farce to get a pathetic 2 page letter after 15 weeks.
I’ve gone back to them and also logged weeks ago with FOS……