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?
Mark Dixon says
I’m still waiting on a response from the FOS about a loan with Safeloans(sll)..It was Nov 2017 since I sent the initial complaint to sll and it’s still not completed..What’s the longest case that u have known?
Sara (Debt Camel) says
Has your case been assigned to an adjudicator? does it include any loans that are more than 6 years old?
Sam says
Hi, I just wanted to share my experience. I found this site in the middle of this year. I put in complaints to 4 lenders. So far I have had a reply from sunny,, they agreed to learning irresponsiby on 4 loans, no refund but writing off remaining debt and removing negative report from credit file. I have also had a reply from 24/7 moneybox, I only had one loan with them but it was at a time when I had several with other companies. I know people say it’s difficult to win one Loan cases BUT it is not impossible, again agreed to irresponsible lending, no refund but remaining debt written off and negative report moved from credit file. I have still to hear back from 2 companies which I should be hearing from in the next week or so.
I’m so greatful to this site and the people that comment on it with their experiences. For me it wasn’t about getting refunds (nice added bonus if it happened) but more getting out of debt and repairing my credit file for the future, which I’m so happy to say is happening.
Soon I’ll be debt free!!!! Even if you have a one loan case or a 20 loan case I’d say it’s worth complaining if you feel you have a case!
Thanks again!!
Emma Bainbridge says
Just had my jar turn down my complaint they said they had requested utility bills and driving licence not once have they emailed about this. I then got a link to the ministry of justice page with info on financial ombudsmen which I’m a bit unsure about. Tried to copy and paste reply but said it was too long
Sara (Debt Camel) says
Hi Emma – how many loans did you have from MyJar?
Are they saying they asked for utility bills and driving license when you applied for the loans? Or when they got your complaint?
the bit about driving license is odd – have you changed email addresses or did they say they can’t see that you even had loans from them?
Lindsey says
I love this site – I had a problem with seven lenders. I am currently awaiting a response from Uncle Buck, Lending Stream, WDA and Sunny. I had no luck with Safety Net Credit so I have contacted the FOS to look into it. But I have had success with both Piggy Bank and 247 moneybox from their first response.
I can finally see light at the end of the tunnel – thank you so much!
Lee sharratt says
Evening. So developments. The fo has decided that 37 out of 39 Loans with Ferratum were unaffordable. This is amazing news. They have till Christmas Eve to reply. New year drinks on me
John says
Wow!!congratulations on your amazing outcome .
Lee sharratt says
It’s going to be 4 figures, but what number remains to be seen
Lisa says
Hi I got an offer of 247 moneybox of paying my outstanding loan of 242.00 and I refused and asked them to reconsider a week later they offered me to pay my loan and refund 450.00 which I accepted just had an email of wageday advance saying my complaint is going to take another 8 weeks as they have to many complaints to deal with shall I wait another 8 weeks thanks lisa
Sara (Debt Camel) says
That seems to be quite a typical result from going back to 247 Moneybox.
Wageday Advance are saying “an extra 8 weeks” to everyone. There isn’t any sign that at the end of 16 weeks they are making good offers to people with good cases so I suggest not waiting but sending your case to FOS.
Nikki s says
Hello
We received a response from piggy bank yesterday they offered us just shy of 1.6k; we replied right away accepting with our bank details… does anyone know how long they have or will take to pay the money? The process was painless really all in all less than 1 month.
We did a complaint with wonga last year which took 11 months after going to ombudsman… was worth it in the end though don’t lose faith guys! It does take ages though
Caroline says
I just received the best news! I put in my complaint to the FO using your template back in January, it’s taken a long time to get to an agreement, but Lending Stream have now agreed to pay back the interest I had on loans 6-27 plus interest, totally £2,300, as well as remove it from my credit file. It will feel more real when the money hits the account, but needless to say I am very happy right now!
I got myself into a fair bit of debt a number of years ago and I entered a DMP about 6 years ago, but during that time continued to struggle financially and that’s where I started using payday loans…the first time just to pay for a holiday that I was too proud to say to friends I couldn’t afford. I didn’t think it would spiral that way it did, but it took me 3 years to get out of the trap of that spiral on top of paying off my DMP. I made my final payment on the DMP in January and after that made a complaint about the payday loans companies. I honestly wasn’t expecting much if anything, so this is great. On top of that one of my creditors said I overpaid on my credit card repayments so are refunding me another £177. It feels great to be going into 2019 debt free and with some savings on top!
Thank you Debt Camel for the advise and templates. I have one more complaint outstanding for a smaller amount, but feel much more confident about it!
Sara (Debt Camel) says
Excellent news.
Dean says
Hi everyone, can i ask why loan companies drag this whole process out and take 2 months for a final response? Knowing that you will take this to the FOS? I know they have regulations and time to respond but people are waiting like 5-6 months, surley there is a quicker way??
Sara (Debt Camel) says
Because some of the lenders have thousands of affordability complaints arriving every month. Up from hundreds at the start of the year. They are struggling to cope. Yes, they should get more staff to deal with this, but that takes time.
And many people don’t take cases to FOS. People forget or don’t think they have a strong case or are put off by the response letter they are sent.
Grant says
Adjudicator has agreed with me re my complaint with lending stream and said they must refund 20 of my loans. He has given them until the 27 dec to reply. Does anyone know if lending stream are likely to respond in this timescale and if anything I can do to speed it up?
Laura says
For me they got back to adjudicator the last day of the 2 weeks and didn’t receive information from adjudicator until 3 days after that..they paid me within a week..Don’t think you can do anything about speeding that up, the adjudicator has to give them 2 weeks..
Tim ber says
Another result.
My jar just been upheld by ombudsman.
Loans 6-36.
Interest alone is 9k plus 4 years interest. That’s taken me to the 30k+ in refunds that’s my debt clear once it’s come through and some pocket change. Think I still had 6 years to pay on my dmp. Thanks to this site it’s completely cleared it and given me a fresh start.
For that I thank Sara and everyone that contributes to this site. If I never stumbled on this by accident end of last year i would of never known anything about it and would of been still paying my dmp in 2025.
And still 3 claims To go.
Sara (Debt Camel) says
great result – out of curiosity, what did Myjar offer you at the start?
Tim ber says
Loans 5-12 the lowest interest ones about £1000 in total. Thanks again Sara.
C says
Superb result.
Great to hear you’ve got a fresh a start as well. 2019 will be your year 👍
Well done and have a great Christmas 👍
Emma says
Hi Sara,
So I had an email from Uncle Buck yesterday explaining that they were still looking into my complaint, and would endeavour to get back to me within the 8 week period (3rd Jan). Then I received a voicemail from someone in the complaints department today asking me to ring them to discuss it. Is this normal for companies to do this? I would rather communicate via email.
Thanks,
Emma
Rachel says
They done this to me, a lady called carol from complaints department.
They confirmed over the phone they would refund loans 3,4,5 and 6. Then the money was in my account within 3 days
Sara (Debt Camel) says
Unless talking on the phone makes you very anxious, I usually suggest you call them. If you feel the person you are speaking too is too pushy, or asking questions you don’t know the answer to, or if you aren’t clear what they are saying, or just want to think about it, say that you would like them to put the points in an email as you need time to consider them. You are in control of the conversation – you can simply put the phone down.
Paula says
Hi,
I have all of my payday complaints now with FO waiting to be assigned an adjudicator since October for Lending Stream, Wonga (now with Grant Thornton), Drafty, Sunny, Likely Loans, & Ferrartum.
QQ/P2P I had my complaint upheld for loans 2-8, however as they are past 2015 they are currently in dispute.
My concern is with Lending stream. As per my bank Statements I had taken out 59 loans from June 2015 – Jan 2018 totalling £8,430. They are terrible to communicate with & when they finally sent my final response to me at week 13 (not 8), they only have me being down as having 28 loans from June 2015 – June 2017. Every time I call them they fob me off, all they say is they can only see 28 loans until June 2017. This surely cannot be the case, I don’t trust them & have no idea what they are playing at. I have tried to e-mail them my bank statements but they have a new complaints procedure now so none of their previous emails I used work now. They said you have to submit a complaint form, but I cannot attach my bank statements to that to send. I have logged complaints regarding this to them & nobody calls me back.
Every loan I had with them is evident as being paid to me on my bank statement which is with the FO.
I called the FO to advise them off this, they have noted it down & said when I eventually get assigned an adjudicator to discuss this with them.
Has anyone heard of this before, any advice?
Thanks
Paula
Sara (Debt Camel) says
This is a new twist on Lending Stream’s incompetence that I haven’t seen before. It will eventually get sorted out at FOS, but really why should you wait for this? If LS face up to your actual number of loans they are more likely to make you a good offer.
LS’s new form is very customer unfriendly as you are finding. It breaks FCA DISP (ie dispute) rules which say :
DISP 1.3.2 These procedures should: (1) allow complaints to be made by any reasonable means
and I can’t find a reference to your right to take a case to the Financial Ombudsman on their website, which should be there according to:
– DISP 1.2.1 (4) provide information to eligible complainants, in a clear, comprehensible and easily accessible way, about the Financial Ombudsman Service including the Financial Ombudsman Service’s website address: (a) on the respondent’s website
So what can you do… 2 things.
1)leave them a 1 star review on Trust Pilot. Say their records are inaccurate, only showing 28 out of your 59 loans and their complaints department won’t listen to you when you try to show them evidence of the missing loans. https://uk.trustpilot.com/review/lendingstream.co.uk Other people have kicked them into action doing this!
2) send a complaint to their regulator, the FCA, at consumer.queries@fca.org.uk. Copy this email to stuart@global-analytics.com and chris.deboer@global-analytics.com
_______________________________________________________________________________________
Say you are complaining that Gain Securities (689378) is being obstructive in handling your complaint about irresponsible lending by Lending Stream and that you thought the FCA as their regulator should be aware of their unfriendly and unfair approach to complaints.
Explain the fact LS are saying you only had 28 loans between x and y but actually you have had 59 loans with many after y. Say you have evidence of these loans on your bank statements but LS’s complaints department emails no longer work, it is not possible to attach evidence when submitting a complaint on their new complaints form and their telephone complaints just ignore what you say.
Add that you think it is very unfair not to listen to what you are saying and to not allow you to complain by email as it makes it hard to set out a reasoned argument.
Say LS appears to be in breach of DISP 1.3.2 and also DISP 1.2.1 (4) as their website does not mention the right to go to FOS.
And that LS appears to be ignoring FOS decisions about cases with long chains of loans and this is unnecessarily delaying complaint handling.
Add that your complaint has already been sent to FOS and that you understand the FCA will not investigate your complaint. Don’t go into details about your borrowing or why it was unaffordable. You are just reporting their very poor complaints handling.
——————————————————————————————————-
Hopefully Lending Stream won’t like this at all and it may kick them into action, first into looking for your missing loans and second for actually making you a reasonable offer.
Paula says
Hi Sara,
Thank so much for your advice, i have left a review on Trust pilot & have e-mailed the regulator everything you have advised.
I will update further when I receive any more news, hopefully LS will stop playing silly buggers now it’s so frustrating.
Thanks again so much x
Emma says
Well I had a final response from Uncle Buck this morning offering £300 for the last three loans. I think I will accept as those were the largest. The email was incredibly long, explaining everything. To be honest it’s probably the best offer I’ll get. Altogether the amount of interest for all the loans is £1300 stretching from 2014-2017. What are your thoughts Sara?
Sara (Debt Camel) says
Were there large gaps between the loans? Why only the last three?
GM says
Update from PDUK after 14 weeks. They issued their final response, which basically said that all of the loans are more than 6 years old, so to consider these I needed to tell why didn’t complain about these loans until now.
I told them, apart from many other things that: “I don’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.
In April 2018, through some online advertising about payday loan refunds, I did further searches for extra information on finance pages, forums and blogs, etc and I found out about former customers making affordability and irresponsible lending complaints.
After considering all their stories and reading several decisions by the FOS in similar cases, I was now fully aware and confident that I could make this type of complaint. Hence why the complaint was only started earlier in September 2018.
In light of this, we can conclude that It’s been way less than 3 years since I became aware that I could make this type of complaint”
Lets see what happens now.
Laurence says
Hi GM,
Sounds like you and I are in a similar position. I finally got my reply from PDUK on Monday morning (week 15), I emailed back within the hour and of course complete radio silence since then from them.
Maybe next week I’ll get an update!!! Or the week after or after or after……
Lou7 says
Hi everyone,
Anybody had dealings with 247 moneybox? I was wondering how long it takes them to pay out.
Gary says
Hi Lou7
Have you had any joy? I was advised they hoped to follow up my email and sort refund before 24th and sometime this week.
Tim ber says
Lol I never got any response from them at all nor has my adjudicator. Just choose to ignore email after email with very little or no response. Good luck with them.
B says
Hello, some advise please ..
Put in a complaint with Trusted Quid which they rejected. I had an outstanding loan with them which they said would be put on hold whilst the FOS investigated. A week ago, I checked my credit file and noticed all the credit entries involving them had been removed in the last 14 days which seemed Odd.
I’ve had a feeling they would sell this debt on so today I paid off the outstanding balance to give me peace of mind. After paying, I recieved a text to say they had decided to cease lending with immediate affect but have now partnered with Quid Market if I wanted to apply for a loan.
Where would this leave my complaint? i sent bank statements etc to FOS 4 weeks ago but have heard nothing since.
Thanks
Sara (Debt Camel) says
Well they still exist so your complaint against them will continue with the Ombudsman. Paying off the balance may have been a mistake, but it’s done now.
B says
It was my birthday so I used my birthday money which i can prove to the ombudsman. Just didnt trust them not to sell it on or put a default on my file
B says
Out of interest Sara, why do you think the credit entries vanished?
Sara (Debt Camel) says
They wouldn’t have vanished if the debts had been sold.
It could be an error, a sign they are about to settle your claim, a decision by them to switch reporting to a different credit reference agency, have been done to try to minimise the number of complaints they get, who knows.
claire says
Hi,
does anybody have any insight into historic SAR info not matching up with what is showing on bank statements? I have the details from PDexpress saying my first loan was in 2011 but I have finally got copies of my old bank statements but I can see regular payments going out before the date they quote I had any loans. Unless the info is so old they no longer hold it?
Also, I realise i had another bank account way back in 2008/09 ish that I didn’t use for long but it looks like some of my loans transaction were to/from this account. I don’t have any account details at all or any paperwork. Is it likely the bank would still have a record and I would be able to obtain statements?
Thanks
Sara (Debt Camel) says
Payday Express switched systems as some point and a couple of people were only “found” on one of the systems until they pointed out that they had other loans as well and produced the evidence. Then PDE found the other loans. This is unusual and no one has reported it for a while. I suggest you email them with the evidence of the other loans and ask them to look again at your case.
All you can do is ask the old bank – some banks hold details for a lot longer than others.
claire says
Great, thank you Sara!
Scott r says
Hi Sarah
I took out 21 loans in 16 months some were top ups this was from 2009 to 2010 with quick quid totalling approx £5000 is there any way of getting a rough guide how much interest I paid and interest on this they have acknowdged my claim and has been just over 5 weeks I know they have up till 8 weeks to give me a decision basically I want to know what a decent offer would be , also i started a claim with Wonga and they rejected it so I filed a complaint with ombudsmen but then they went bust before sending so gas reply to them is there any point in persuing this ?
Sara (Debt Camel) says
No it’s not possible to guess how much interest you paid, sorry. But it is VERY unlikely that you will get a decent offer from QQ – at the moment they are rejecting all cases where the loans are over 6 years old and you will need to send this to the Ombudsman who has decided they can look at the older loans.
Your WOnga claim will be dealt with by the administrators – it isn’t known how much you might get back but don’t expect anything until the second half of 2019.
Colin says
Scott,
I can help you here as I am in the same situation as you, you need to start by asking them for all the information they hold on you regards your loans. They will decline your interest claim but will provide you with info. This will tell you all the loans you had and interest charged. Once you have this then email them again saying you have had x amounts of loans with them from x to x and you want a refund etc. They will decline again upholding their initial rejection but at least this way you have the info you need for the FOS. I sound like an expert but it’s only cos of Sarah and my experience exactly the same as yours with QQ. Like Sarah would tell you follow the process and remain very patient.
Bill says
Referring to Histric bank statements from (closed accounts)
I have for several months contacted my previous bank ( NatWest, Santander and Rbs) they all came back with same speil! Only keep details for up to 6 years, so frustrating but also some people have told me they have received statements from the above banks going back as far as 2007! I’d like to know if anybody can tell me how they go about it as tried almost everything.
Claire says
I do have my historic statements from NatWest from 2007-2011. Anything after this I obtained online myself but I presume it’s because my account is still open so that might be what other NatWest members are referring to maybe?
My closed account is with co-op, account was closed in about 2010-11 I think so I’m not feeling too optimistic about that :/
Lisa Germany says
I got statements from Santander going back to 2004. NatWest however can not give full statements beyond 7 years (apparently) they sent me historic statements going back to 2011 but it doesn’t really show many transactions, more a list of charges on my account. I haven’t been able to get a proper full statement from them to go back to 2010 (which is what I need) from NatWest.
I’ve just sent the FOS what I’ve been able to get.
Kristym86 says
Good Morning Sara
I thought I’d give you an update, my initial 8 weeks is up on 20th December.
H&T- nothing, Trusted Quid-£757, QuickQuid £880 (£351 of this cleared my balance), Mr Lender £500, Sunny – nothing and I’m spitting feathers so will be taking this one to ombudsman! Wageme – £600
Waiting on PDUK,Payday Express,Wonga,wagedayadvance,MyJar and LS.
I really hope LS and MyJar are my biggest payouts as they have been the longest lenders I have used since 2001!!
I would never have got what I have without finding this site. Thank you for all your time you give to it 🙌🏼 X
cyril says
Hi Sara,
Here’s the story; decided to claim for 8 with your templates. This was 2 weeks ago. So far…
auto-acks from WDA, MyJar and Sunny (last of whom claim only 1 loan of £100 despite having borrowed a total of £600+ and
having paid back around £320 + another £91 via a DCA). Waiting to hear more.
nothing yet from PDUK/PDX – so just sit and wait for this along with the above.
the usual admin thing with Wonga
RESULT from SwiftSterling; a payment of £51. Not a lot but an OK “goodwill” gesture given the amount of hassle this would be taking it through the Maltese authorities, so accepted. (1/2)
cyril says
Which leaves me with this from Satsuma after just 2 days;
“Having investigated the specifics of your complaint, I have found two agreements issued to investigate. The details are as follows:
20000xxxxxxxx October 2013 £300.00 £203.88 26 Weeks £19.38 Completed
30000xxxxxxxx March 2014 £500.00 £377.50 39 Weeks £22.50 Completed
[…]
The bureau checks conducted did not demonstrate the loans issued were unaffordable or unsustainable at the time of the applications. Based on the above we are satisfied that we have followed a responsible lending process when issuing the loans. For the reasons outlined above I am not upholding this complaint. This is our final response to this complaint”
Now that looks very final after 2 days. There were just 2 two loans, first of which was paid off, second of which I only paid off around £157. Yet it’s down as “completed” whatever that means; according to my Noddle it was down as AA 1 to 6 for six months until being marked as “setlled” with a balance of £0 in 2015. They said nothing about DCAs either. Do I let it lie or shall I go to FOS and risk waking that particular beast, especially as they now have my current address? (2/2)
Sara (Debt Camel) says
what are the numbers “£300.00 £203.88 ” on the first loans and “£500.00 £377.50” on the second loan? Are they the amount you borrow3ed and the interest added?
Do you agree that you never repaid the last loan, indeed you paid less than you borrowed?
cyril says
Hi Sara,
yes, the “£300.00 £203.88” on the first and “£500.00 £377.50” are the amount borrowed followed by the interest added to each.
The first loan was paid. Regarding the second loan of £500, I paid around £157. However they have it marked as “completed” (does that mean “settled”, “satisfied”, or something else?) and the record on my Noddle has a few AAs 1-6 followed by it being settled with a £0 balance circa mid 2015. They said nothing about selling it to DCAs.
Sara (Debt Camel) says
I think you have to find out what has happened to the last loan. Ask them to confirm that they have written it off and not sold it.
If they have written it off then you aren’t going to get a refund as you have repaid less than you borrowed across the two loans. So that is the end of this complaint.
If they have sold the loan, which must have a balance of about £700, then you need to get this dealt with. I suggest you ask them to remove the interest from the last loan as they should not have given you a larger loan when you had only just repaid the first one without better checks on whether it was affordable. Also point out you feel their response to your complaint wa smisleading as they did not explain what had happened to the last loan.
Also find out who it was sold to and inform them that you are in dispute with Satsuma. This may feel like you are prodding a sleeping lion but it’s better than getting a letter saying they have started court action, this debt is a long way from being statute barred and it is unlikely to just disappear.
Matt M says
Hi,
I just wanted to say that using this site I submitted a claim to PDUK in September for a refund, many loans I took out were prior to 2012 and thus outside the 6 year window. Even so, PDUK agreed to a full refund – albeit later than 8 weeks – this week and I received £4700 in compensation. I wouldn’t have known what to do without this site and wanted to extend my sincere thanks for all your assistance, thank you so much!
Kind regards
Matt
Laurence says
Well done Matt that’s great news.
(And getting loans over 6 years included too)
Submitted my details to PDUK at the end of August and although had a response they are being painfully slow.
Gives me and GM hope that hopefully an offer looms for us
GM says
Great news Matt. In regards to the loans over 6 years, did they send you a initial “final” response asking why you didn’t complain earlier?
Laurence says
I take it you are still waiting GM for a follow up since your reply?
They emailed me Monday 10 Dec. I of course replied the same day and total silence from them since then
GM says
Yes, still waiting. They emailed me on the 14th and I replied same day too. Loans go from 2008 up to 2012, but the 2008 ones are a bit scattered, so not expecting anything really. Mostly are between from 2010-12, many deferred.
Laurence says
Have you sent your case to the FOS? I got a response today saying as I’ve logged my complaint with FOS they will not continue to deal with the matter unless I withdraw it….. Ha…
GM says
Yes, sent to the FOS on the 12th week and told PDUK about it there and then.
They are pathetic… they know it will take ages, so that gives them more time
GM says
Got a reply from PDUK yesterday: “Thank you for your reply to our Final Response Letter and we will be in touch in due course. Please allow one to two weeks for our reply”
Have you had anything since you emailed them why you complained sooner?
Sarah says
Brilliant result.
I complained in July and have still not received a final response letter even after multiple attempts of contacting them. I’m not even getting an acknowledgement email now
Laurence says
Wow that’s crazy, I complained at the end of August and got my final response on 10 Dec.
You should pick up the phone to them I think, only way to get some action out of them
Rob says
Hi Sarah,
PDUK acknowledged my complaint on the 12th September. No decision at 8 weeks, received email exactly on 8 weeks saying they need another 3 to 4 weeks. That has passed a week ago and now won’t respond to emails. They just say when I phoned that they are dealing with complaints in date order and are deluged. I live in hope of a final response in the next weeks!!……..unbelievably today MyJar issued me with a final response (at 15 weeks from initial complaint) with a very fair offer. Was convinced that was going to go to the FOS, so nice Christmas present and a pleasant surprise. Hang on in there!
James Lewis says
Hi Sara,
Do you think it’s a wise move to be transparent and send my noodle credit file over as part of an unaffordability complaint highlighting the volume of loans/debt at point of loan taken? Just wondered if it could strengthen my case?
Sara (Debt Camel) says
I think a lot of lenders will ignore it – but why not? I think it shows you are serious and it’s easy to do!
shammi akthar says
Hi sara
I was complain with my jar but today they send me email and asking me my stetment .paysilp and something else can you tell me what I have to do
Sara (Debt Camel) says
Hi Shammi, you don’t have to do anything if you don’t want to – Myjar will have to consider your complaint and give you an answer. If you have your bank statements, you could send those, but not if it’s going to cost you money to post them as I am not sure they actually look at them!
The Ombudsman never asks for payslips but does want bank statements, so if you don’t have your bank statements, this would be a good time to get them organised.
shammi akthar says
Hi Sara
I don’t have any statment or paysilp what I have to do can you tell me please
shammi akthar says
Hi Sara
I don’t have any statment or paysilp what I have to do can you tell me please
shammi akthar says
Hi Sara
My jar reject my complain then said I can go ombudsmen what I have to do my next step
shammi akthar says
Hi Sara
I don’t have any statment or paysilp what I have to do can you tell me please
Sara (Debt Camel) says
You don’t have to send Myjar anything, you can just tell them “Iwould like an answer to my complaint and I will then send any further information to the Financial Ombudsman.”
BUT Myjar often reject or make bad offers to complaints so it is a good idea for you to talk to your bank and get your bank statements for the time you were borrowing. Do this now so you are ready when Myjar send you their decision.
You don’t need to try to get payslips.
Rob says
Hello Sara
I followed the advice on this page and sent off a raft of complaint letters. Some of these have now gone to the FOS. One case was reviewed and the adjudicator/assessor found in my favour for all 3 loans (boded well for the other complaints).
Onstride accepted the finding and agreed to refund, they claim they’ve processed this yet nothing has been paid into my account. They checked my account details before doing this to confirm they were correct.
I’ve tried chasing them up with very little luck. Each time im told only one case advisor can look at the complaint at a time and mine is in the US. It’s been a week since they claimed they’d processed this payment. Any advice? Should I contact the adjudicator/assessor?
It’s less than 28 days since the agreement was signed.
Gemma says
Hiya. I just wanted to get some advice. I have had a reply from peachy loans asking me to send them bank statements, wage slips and any other supporting evidence so they can look into my complaint. I’ve had 21 loans with the over the past few years….for months I was talking one straight after, I’ve topped loans up and I’ve extended my time to pay on some. On a lot of payments I’ve made the payments early as I was so worried about the amount of interest I was paying even tho it left me broke, will they use that against me the fact that I paid them early? I currently have an outstanding balance with them that I didn’t make the most recent instalment of almost £300 because I just didn’t have it due to being on maternity leave with is even more of a struggle then usual x
Sara (Debt Camel) says
If you have bank statements you can send those, there is no need to send wage slips as your salary will show on your bank statements.
If they say you weren’t in trouble because you repaid early, ignore this. repaying early to minimise interest is sensible. But the fact is you could not get through the rest of the month without borrowing again, which shows the loans were unaffordable.
Having a balance outstanding can complicate deciding if they have made a good offer or not. If you aren’t sure, come back and ask.
Rachel says
Hi sara, ive had final response from sunny. It was 127 loans in 20 months. Borrowed 21000 and paid back 24000. They have offered to refund 3 larger loans and the total amount is £500 plus £66. They said they would only refund 3 as i used the rest like an overdraft facility. CAn you give me any advice? I have sent this to the ombudsman but was hoping for it to be sorted quicker with sunny
Neil says
I doubt Sunny will change their minds, and even if they did it would be for a couple of extra loans. But with having 127 loans from them you wont get the response you want. Unfortunately you will just have to wait it out for the FOS to go through it and i have no doubt give you a better refund. It will take time though, mine took about 6 months from passing it to the FOS and getting the payment back from Sunny.
Neil
Rachel says
I didnt have an income for a year of the repeat lending due to maternity leave. Ive sent them all these payslips but they said they wont change their minds. So i guess ill just have to wait.
Thanks neil
Catherine says
Hi I also went to the FOS with sunny and have agreed on a sum. How long did it take sunny to pay you from when you agreed on amount?
James Lewis says
Big thanks to Sara, sent complaint off to a number of loans, accepted £1024 offer from QQ and £300 from Ferratum (both reasonable).
John says
Hi,
I’ve just sent off a complaint to H&T. The claim consists of payday loans and instalment loans, going back from 2008 to 2012.
I am not sure how successful I will be given the age of the claims.
I think I do have good grounds though, as they allowed me to defer/rollover my original payday loan for almost a year. This was then converted into an instalment loan, which they allowed me to refinance on 3 occasions.
Does anyone know how good they are at settling claims, time wise etc, and can I ask to reclaim 8% interest on loans/payday loans that are older than 6 years?
Thanks in advance.
Neil says
Has anyone had any dealings with Satsuma through the FOS, i have had a positive result with them and am curious to see if Satsuma generally agree with the FOS and in what time frame, they have been given 3 weeks to respond.
Kayley booth says
Hi I have literally just now had my adjudicator email me to say satsuma have just accepted her decision after 3 extensions from the adjudicators! Satsuma have been awful god knows how long it’s going to take to actually get the refund … good luck
Neil says
Thanks Kayley, not the answer i wanted but it helps to know about time frames, not that they are all the same of course. How long were each of the extensions? I hope you get your refund quickly, but glad its been sorted for you.
Kayley says
Hi Neil today I have heard from the FOS that they have now accepted their decision and that they have given satsuma a further 4 weeks to arrange payment so I’m not holding my breath they gave a further week extension and then a further week they said it would go to ombudsman on Monday but they didn’t actually forward it and heard from them today so now the wait is on for the refund…
Rachel says
i have had 2 loans with 118. The first loan was £900 pound interest and the second loan was 218 pound interest. 118 have said they will refund 218. Ive sent it to the FOS. Does anyone think this will be worth it ? Or should i just take the 218
Mark says
Rachel,
Without knowing the details of you case it’s hard to give exact advise, so this is OPINION ONLY……
It’s HIGHLY unlikely that the FOS will disagree with 118 and REDUCE their offer.
With only 2 loans it’s also possible that the FOS will agree with 118 and order the refund of the 2nd loan. Therefore you may wait 3-6 months and end up with the same result.
If you can afford to not take the £218 now, I would risk it, as you COULD get an extra £900, but be prepared to be VERY patient.
Hope this (fence sitting) answer helps.
Sara (Debt Camel) says
Hi Rachel – could you summarise why you think the first loan should be refunded? Sometimes setting out your case makes the answer clear!
Rachel says
I work part time single mum with 2 young kids. My money is so tight. I already had 4 other loans and 5 credit cards at the same time as the £1000 loan. I may have said my expenditure different to what they think. I didnt incluce my kids nursery fees. So feel im lucky to be even offered the 218
Donna m says
Hi Sara
Just a quick question do you know if the ombudsman looks into Uncle Bucks loan over 6 years, I don’t seem to be getting anywhere with this one.
Thanks
Donna
Sara (Debt Camel) says
I have just seen your comment from a few days ago saying “Uncle Buck wasn’t covered by our jurisdiction until 28 December 2018” that doesn’t make any sense, could there be a typo in it?
Diane says
Hi Sara
My payday uk claim has just been picked up by an adjudicator and she said she hopes to have completed by the end of the week, today I have received a letter from bw legal on behalf of prac financial who have my debt , saying they are offering me 20% discount if I accept before 3.01.19 , I told them when I first complained to paypday uk back in May that I was taking it to the ombudsman’s n should I ring them and tell them again or just wait to see adjudicators decision ?
Joseph says
Sounds like they don’t want this to go to FOS, if I was you, I would stick with it!!
D M says
Really interesting. I made a complaint to Very several weeks ago. They did not agree with my complaint but this morning the company the debt is with sent me an offer of a reduced payment. A 70 % reduction. I don’t believe this would have happened with out this brilliant site and the great advice.
Joseph says
Hi,
So just had a response from Satsuma with a somewhat generic response: “For the reasons outlined above I am not upholding this complaint. In relation to your credit file we are obligated to ensure that any data we share with third parties is factual and accurate. In view of this we do not feel that it would be appropriate to adjust credit file as this would no longer be a factual representation of the account history.”
They sent me a full list of loans and I paid £2,772.16 in 9 loans from August 17-August-18. Kind of surprised they rejected all of it but submitted to FOS straight away – biggest loans after loan 4 so, after calculations, should get roughly £2,000 back if I win!! (Fingers crossed)
Joseph says
(£2,772.16 in interest only)
Reen says
Just want to say thank you to Sara for all the advice and everyones comments given, it has helped me to get a refund from PDE which I got for loans including over 6 years, I didnt even go to the FOS either, it has been a godsend after all these years when I was owing so much to PDLs. Heard I am due to get over 5k back which I feel will put me in a better position for the first time in a long while. To all that have doubts please don’t give up and keep persevering. Just have to sort LS now as they have sent a final response but I am now ready to go further with that one to the FOS as I believe they did lend irresponsibly , I missed the deadline at the FOS by one day with WDA but that will not deter me and also SS said no but wrote off the outstanding balance so felt happy with that. Good Luck everyone and happy christmas to all. Once again thanks Sara much appreciated.
Aaron says
Many congratulations
When did complain ?
Reen says
Hi Aaron I first complained in July left it for a while after final response which I think I received in October then went back to them with my reasons to reconsider about 3 weeks ago, I just read up on other comments on here and the most reasonable way to deal with it as I didnt have the time to go to the FOS at the time but as I missed the deadline for WDA was keeping an eye on the dates! Very happy as in reality these were the first to get me on the payday loan trap in the first place, good luck with yours.
James Lewis says
Hey guys,
I’ve found 17 loans taken out with LS over the course of 3.5 years, (this would be alongside a number of other loans throughout this period). Its 5 weeks in now, are LS in the habit of making offers or typlically are the rejecting in full?
Thanks for all the hard work that has gone in so far..
Andy says
Wageday advance.
The adjudicator has today contacted them to say I will accept their offer.
I first complained to wda in November 2016 so this have been my longest complain.
Just wondering if anybody has any experience in how long it takes them to finally pay out ??
Casey says
Hi Andy
After the fos ruled in my favour against wage day adv. I sent my details and they said 7-10 working days. Money was in account on day 8. Well done
Kristym86 says
Hi Rob,
Can I ask did you get much out of MyJar?
I’ve hit my 8 week mark today and they have said they will be able to issue me my final response in the next 10 working days. 🙏🏼
Rob says
Hi Kristy, they did say the same to me re: a further 10 working days, be prepared that further extension may pass without hearing from them. My final response came 2 to 3 weeks after that further extension expired. However, was not expecting a fair offer at all from the posts I have seen, but very pleasantly surprised. I did have a strong case which they acknowledged in their letter, so settled for less than I would have got by going to FOS but happy overall. 30 loans of which they agreed redress on 23 of them, which constituted the larger amounts borrowed. Just over £4,500 redress with the 8% simple interest. Happy as more than I paid overall in interest on all loans, despite only refunding on some of them. I did supply a bulk load of evidence at the initial complaint , including all relevant bank statements going back to the start of 2012. Good luck!
KristyM86 says
Wow! Congratulations.
I also would prefer to just deal directly than go to the FOS but you never know.
My first loan was taken out in July 2012, I had a total of 68 loans up until 2016 with a total payment of £5839.16 in interest. I really hope I get something back 🙏🏼
Baz says
Any updates at all on fos v quickquid on the loans after 2015? Any ideas on timeframes for how long these discussions/arguments take? My adjudicator decision came over 6 weeks ago and no further update has been provided. Is this the type of thing that could drag on for 6 months or a year or longer?
Sara (Debt Camel) says
I have no information on this. So the following is just a guess… this doesn’t feel like long running saga such as the over 6 years question, where the problem was that so many cases were held up right at the start. Now there are case (hundreds?) like yours held up after an adjudicator decision, so once this is resolved I would expect many of them to go through almost immediately.
Kat Dickinson says
Hi, does anyone know how long it takes to hear back from FOS? I had a letter from them on September 4th saying they will look into the Lending Stream complaint I submitted and haven’t heard back as yet. I got another letter saying that the FOS hadn’t even started looking into my complaint against Wonga and have to go through them directly (sad face) and Swift Sterling was not a UK company…surprisingly these are the only ones that had made an agreeable offer which I accepted and they paid immediately. Am I being impatient or does it not take this long with all the bank statements and information I provided to them? Thanks in advance guys x
Sara (Debt Camel) says
Lending Stream – the time until your complaint is picked up is currently 4-5 months on average. It’s good you have sent all your information as that makes it quicker when it is picked up.
Wonga – if you had started a complaint with Wonga there is nothing further to do at the moment – see https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/ for news in future
Kat Dickinson says
I sent the Wonga info to the FOS but they hadn’t started investigating it by the time they went into administration and FOS said I have to complain go through some different channel, very disappointed about this as these were my main problem and I had the most loans with them. Thanks for replying x
Sophie says
I submitted a complaint to PDUK about numerous loans taken 2012-2014 two weeks ago. I’ve had no response re the complaint but I’ve now had a letter from a debt collection company about a loan that wasn’t repayed. PDUK never notified me about an unpaid loan at all, I noticed it on my credit report in 2015 and contacted them about it but they said they couldn’t locate my file. I provided them with all the details they asked for but never heard anything back from them and forgot all about it. Now out of the blue, assumingly off the back of my complaint, I’ve had this debt collector letter asking for repayment within two weeks. Does anyone have any idea what I should do or where I should go next?
Sara (Debt Camel) says
No one else has reported this type of problem. I assume you didn’t get the unpaid loan removed from your credit record in 2015? That is a pity.
I suggest you contact the debt collector and say that you have put in an affordability complaint to PDUK on dd/mm/yy, but you do not accept that you have a loan outstanding as you challenged this with PDUK in 2015 and were told they could not locate your file.
Meanwhile I suggest you get your bank statements from the 2012-14 period as these may be needed as proof of what loans were repaid.
Sophie says
I got hold of my statement from that time and it turns out that the loan was unpaid. We payed it off to avoid any further issues but I will be including the fact that it was badly handled (telling me they couldn’t find a record, then ignoring me!) in my full complaint. Still waiting for any response to my data request though.
Becky says
Hi everyone
So after 247 Moneybox agreed with the adudicator they sent an offer of £956.00 which i have accepted. They asked for my bank details yesterday and said it could take up to 4 weeks but they would try and make the refund sooner. Does anyone know if it will actually take 4 weeks or has anyone hsd a refund sooner from them? Tia
Dave says
My 247 refund was in my bank in less than 24 hours after I agreed and gave them my bank details. This was last week.
Becky says
Wow thats great, hope mine is as fast!
Greg says
Hi
Mr lender have got back to me saying they are not upholding my complaint however out of goodwill they are prepared to recall my balance of £1400 back from the debt collection agency and reduce the amount by £840 leaving me a balance of £560 which was the original balance left.
Should I refuse this and send to the FO especially as they have said there where no reasons on my credit file to say I was a risk even though there was an active CCJ?
Sara (Debt Camel) says
This last loan, how much did you borrow and what payments have you made to Mr L or to the debt collector?
If you had more than 1 loan from them, this may not be a good offer…
How many loans did you have, how much did you borrow for each of them and what were the “gaps” between the laons – the time from repaying loan 1 to taking loan 2 etc?
Mr Lender’s first offer is often not very good, but they will often increase it if you can make out a good case.
Greg says
I took out 4 loans in 6 months totaling 1750( £400,£50,£500 then £800 last) and paid back all bar the £800 before I couldn’t pay anymore I didn’t pay anything to the debt agency after they purchased the debt the last 3 loans were consecutive
Sara (Debt Camel) says
So they have made a good offer for the last loan, the question is can you get a refund on the third loan. The second one is too small to be worth arguing about and it’s rare to a get a refund of the first loan.
I suggest you go back to Mr Lender and say you think you should also get a refund on the 3rd loan as it was bigger than the first one and the unpaid CCJ on your credit record should have been a warning signal.
You could also look at your Noddle credit report in detail. Has anything changed between when you applied for loan 1 and when you applied for loan 3? If your credit record shows that your debt have increased, that is another reason why loan 3 should have been declined and why it should now be refunded.
Rob says
I’d be tempted to take this to the FOS.
Mr Lender ejected my complaint for the majority of loans (I had a total of 14) but upheld 2 (loans 13 and 14) based on some saying my situation wasn’t ideal on loan 11 m. Their decision didn’t make sense as they weren’t going refund from 11 (I’d have rejected even if they had because it was evident from loan 1 I had issues).
My case is waiting for allocation to an adjudicator and then we’ll see what happens.
FYI: for anyone asking how long it takes, I asked this question and was told that once a file is ready (ie they have the information they need), they aim to have a decision within 3 months. 2 of my 4 remaining cases are in this situation (ML and Satsuma) with the other 2 waiting for the conpanies (Instant Cash Loand and Safetynet Credit) still to respond to the FOS.
On another note, the FOS found in my favour with Onstride and I was awarded £1830. I had to chase Onstride to refund this which was ridiculous but after threatening them with legal proceedings, they transferred the refund within an hour.
Do keep pressure on these companies as some will try to drag it out as long as possible.
Kristym86 says
Hi all,
Anyone get much back from LS?
Sara (Debt Camel) says
They often seem to reject good cases or only make a poor offer – don’t be surprised if this one has to go to FOS.
Kristym86 says
Evening Sara,
I have just had my first reponse from LS this evening.
It seems I had taken out 29 loans with them from May 2012 – June 2016. They have offered me £804 as a refund which was only 4 loans!
I have gone through their email and the loan details that they sent and you can clearly see that on applications from month to month their were discrepancies from what I was saying was my monthly I & E.
I have emailed them back in great detail asking them to re consider certain other loans.
Do you think they will look at re-considering? Has anyone else had much luck with going back to them and getting a higher offer?
I have been quite lucky with a couple of my other loans with this process so fingers crossed.
Sara (Debt Camel) says
They normally ignore anything you say. It is quite normal for them to make a poor offer on just a few loans. I suggest you send the case to FOS as soon as possible, don’t allow them more than a few days.
Nigel says
Hi Sarah,
My query is reguarding Txtloan now myjar, I have had loans with them since around 2012, taking out a loan almost every month. Most of these were paid off only for me to take out again the following day… I have 4 credit cards that I’m behind on, exceeding my bank overdraft & juggling money to try and keep up with my latest myjar payments… my credit score has always hovers around 370-390 (poor).
Having read some comments above, I’m at a point of just stopping the myjar payments and starting the irresponsible lending process
Sara (Debt Camel) says
That sounds like a good move.
Will not making the payday loan payments be enough to let you get out of your unauthorised overdraft and pay the credit cards? If not, then I strongly suggest you contact StepChange and get a debt management plan set up. This will include getting a new bank account without an overdraft and paying off the old one as another debt. You have been wrestling with debt since 2012 – it’s time to get this sorted!
Nigel says
Hi Sara, I have now emailed myjar ref, DSAR, and my complaint of irresponsible lending. I also currently have an Amigo loan with my dad being my guarantor, I’ve used amigo continually since 2012, paying of and renewing immediately and more often last few years getting a top up loan. I’m now thinking of doing the same application to them too. And yes if I didn’t have almost £500 going out of my bank each month I would be able to back within my overdraft and keep on top of my credit cards, also the last 2 months I haven’t paid my council tax. So I just need to get a grip and hope I can get a result from these emails..
Many thanks
Nigel.
Sara (Debt Camel) says
Have you read the page on guarantor loan refunds? https://debtcamel.co.uk/how-to-complain-guarantor-loan/
Mari says
Hi Sara how do I claim the tax I paid on the 8%
Sara (Debt Camel) says
See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Darren says
Hi guys,
I have complained to Cash4unow about irresponsible lending but they have recently rejected this complaint and i am now in the process of gettings things together to esculate it to the FOS.
The issue i have is i am in a repayment plan with Cash4unow but i have logged onto their website and it doesn’t show any ‘future payments’, i am unable to click on the summary of borrowings (it comes up with an error on every 1) and i am actually able to apply for a new loan, would this suggest they have more than likely sold the debt on? if so what should i do about my upcoming payment due in a couple of days? I did email them a few days ago asking them but i have not had a reply.
Any help would be greatly appreciated :)
Sara (Debt Camel) says
Who knows… it doesn’t really matter if they have sold the debt, but until someone tells you about this, just carry on making the repayments, providing they are affordable of course.
Darren says
Ok thank you Sara i will do that, i was just confused that if the debt isn’t with Cash4unow anymore then i would waste a payment going to them this month
Sara (Debt Camel) says
no, you just tell Cash4unow to decrease the balance with the debt purchaser by that amount. And do tell the debt purchaser (if there is one, this debt may not have been sold) that you have an ongoing complaint at FOS about the debt.
James lewis says
How was your experience with cash4unow? Found them incredibly rude previously..
Darren says
Yep exactly the same James, they were hella rude, before i got the plan set up i rang them explained the situation i was in and tried to set the plan up over the phone, they were very unhelpful and dismissive, this made me panic a bit and i took out a new loan to clear the Cash4unow loan, and then vice versa when it came time to repay the other loan, payday loan spiral…
Lee sharratt says
Hello. 1600 pound from Ferratum. Great news
Sara (Debt Camel) says
Nice one!
Lee sharratt says
Finally after waiting a very long time. Satsuma and payday express left to sort. Then no more awfulness
K says
Hi all just an update, and probably the strangest but best outcome.
I received a letter today from the ombudsman regarding my outstanding quick quid loan it’s will active. It’s m last complaint and as far as I’m aware it has never been through an adjudicator it went straight to the ombudsman which I found strange basically he said that he has made a provisional decision and that loans 4-8 inclusive were leant irresponsibly and that quick quid should refund all interest and charges remove negative info and wipe the Capital and interest on the outstanding loan! I didn’t think they could get rid of the Capital as well as interest! They did say any refund am out they would allow qq to use to offset the balance on my outstanding loan. I still end up with about 200 back. Just found it strange it went straight to an ombudsman and they are getting rid of the Capital to! I think it’s because I took the last active loan out after submitting the complaint to the fos…all done now nearly 5k in interest back in total. Thank you so much Sara.
Sara (Debt Camel) says
That does sound odd. And I have never heard of someone not getting an adjudicator decision either. Weird, but hey, Merry Christmas!
amy says
quick quid let you take out a loan Even after complaining.?
interesting.
obviously none of my business but hope you are in a better place financially and never have to uae payday loans again.
k says
Yes i am thanks to this site! the refunds have help me get my finances back in order i was in a very bad place and slowly i’m getting back on track this last refund will mean i am completely payday loan free! No more vicious circle such a relief! The ombudsman did say in his provisional decision that i had to accept some responsibility for taking out a loan whilst a complaint had been made but so did QQ and that is what lead him to allow QQ to use the refund to assist in the capital write off which is 100% fair i was in a bad place and i totally accept i need to share the responsibility.
Amy says
Very glad to hear that youre in a better place
I am glad we live in a country that gives protection to vulnerable People.
thanks for sharing your story
Sarah says
So I’ve had a response from an adjudicator not upholding my complaint on the grounds that I had stated on my application to the loan company my income was more than what I was actually on/not truly representing my out goings?
Yes I did lie about what was coming and going out, but only had done so due to me knowing I would get rejected otherwise and I was in the vicious circle
I mean this was one of the least amount of lenders which I have complained about so I’m not massively upset not winning this one. But will this happen on all of my complaints now?
Sara (Debt Camel) says
It matte4rs a lot more if you only had a few loans. If you kept on borrowing, the lender should have realised that something wasnt right and either rejected an application or asked for more information eg your bank statements.
Sarah says
I only had 3 loans with them. But at the time I had mulptile loans with other companies and a default on my credit report.
Should I push back to ombudsman?
Sara (Debt Camel) says
how large were each of the loans? what were the gaps between the loans? were you consistent with what you put as your income & expenses for all three loans or did the income go up and/or the expenses go down?
Sarah says
They ranged from 50 to 350 and pretty much straight after one another
My expenditure was 450, so adjudicator has said that because of this the loan company had no reason to worry about lending to me. I mean why on earth would someone with over 500 spare cash need to borrow a loan surely the loan company would of seen this.
But like I said. I had loans with more than one company at any given time. I mean I can’t remember the exact details this was back in 2013. But I’m guessing the reason why I was applying for these loans was because I’d just used up my salary to pay off other ones. I think it got to the point with this company that they did then start to reject my applications.
Sara (Debt Camel) says
Did the loans go up in size each time? this is the sort of little detail that matters to complaints about small numbers of loans.
Sarah says
Yeah they went up in amounts
Joseph says
Hi Sarah,
Thanks for this comment. I too lied sometimes about my wages but never massively, maybe about £500 extra a month – but I had a lot of loans with them so like Sara said in her reply i’m hoping that the fos wont reject purley on the salary basis – surley a lot of people lie (don’t get it right) about their wages???
Sara (Debt Camel) says
read https://debtcamel.co.uk/payday-lender-says-lied/ for more detail on this.
Sarah says
I hAve decided to email asking them to reconsider. Having looking into it my first and 3rd loan were rolled over and both were late and given I had default on my credit report I’ve asked them to reconsider loans 2 and 3 and admitted that due to being in a vicious payday circle and may have been desperate for the money
Let’s see what the response is 😬
Aaron says
i think they have to take some responsibility for contiy to lend to you even though your credit report, past behaviour ie late payments and persistent borrowing and rollover, as well as the default made it obvious that they shouldn’t have, added with the default
i wouldnt spend too many words om the claim that you lied./were desperate. theres still a good case here. Look at your bank account amd credit report in the 3 .months befire taking the loan and highlight this too
Good luck
Dave says
Good Morning,
I put in a complaint to Sunny on 19/11/18. They have already given me a final response,not upholding my sunny complaint but refunding the interest ‘as a gesture of goodwill’ on a single loan I took out under the quid.co.uk brand.
I have been checking and Sunny haven’t actually sent me a breakdown of the loans I took out with them before they have issued their final response.
Should I just refer this to the fos and let them try and obtain the loan information?Thanks.
Sara (Debt Camel) says
Do you know how many loans you had from Sunny?
Dave says
I genuinely have no idea.
Sara (Debt Camel) says
Tell them they haven’t sent your list of loans! If you only had 1 or 2 it may not be worth sending this to the Ombudsman. And if you had lots, you will be able to make a better complaint to the ombudsman if you know the details.
Lisa G says
Hi all,
So at 19:30 on Christmas Eve, the day my 8 weeks were up, I received an offer from Lending Stream. It was for £412. I only had 2 loans with them, both defaulted. I worked out that both loans with 8% interest was £729 so thought £412 was a reasonable offer. I accepted.
They acknowledged my acceptance today and said “refund has now been initiated and we will process the settlement in 28 days from the date of acceptance of the offer provided”.
My question is, do they actually take a whole 28 days to pay? Other companies usually pay out in a day or two.
What are people’s experiences with Lending Stream paying out under the same circumstances?
Joseph says
From looking at everyone’s comments about LS, they’re the worst and usually do take ages to pay out – but congrats on your offer! I’m still waiting for a response on mine, no doubt it will be 8 weeks on the dot for the reply.
Lisa G says
That’s what I was afraid of. Thanks for the reply!
Good luck with your claim 😄
Angela says
Hi Lisa, after accepting a refund of £390 plus Lending stream paying off two outstanding loans of approx £500 in total that I had with Step Change ,I finally received the money in my account yesterday . I returned my acceptance on the 9th of November and called them on the 10th of December to chase payment up but they said they were waiting on me giving them my bank account details !!! think they were just stalling . So between me giving my details and payment hitting bank it was 17 days . They have also sent me an email informing me that they have paid off outstanding debt and that they are raising a request for credit agencies to remove any adverse information . A nice end to the year . hope you get your refund soon.
Lisa G says
Glad you got your money in the end… they did ask me which account to pay the money in to and if it was different from what they had on file (from almost 6 years ago) then to send them proof of a bank statement with my address and account details on it.
I did that and they acknowledged… I’m hoping it won’t take them 17 days, or 28 for that matter!
My credit file being updated I’m not too worried about, I think 6 years is up in June 2019 anyway.
Thanks for the response and information!
Lisa G says
Thanks for everyone’s replies.
I called Lending Stream this morning and asked about my refund explaining that I needed the money and they said they’d try and fast track it but no guarantees.
Anyway the money was in my account by 5pm so really been quite pleased with dealing with them. Guess I’ve been lucky.
Good luck to everyone with these claims.
michael says
Hi all,
Reading all the messages. As anyone claimed of Wonga yet! I know they went into administration? Any success, is it to late to apply for your money back!
Thank
Michael
Sara (Debt Camel) says
It’s not too late! Read Wonga refunds – latest news for details and do what it says on that page, don’t follow the standard template letter on this page.
Grant says
Lending stream missed the adjudicator deadline. Any one had any success speeding them up??
Sara (Debt Camel) says
A couple of people have had good and quick results by leaving them a bad review on Trust Pilot: https://uk.trustpilot.com/review/lendingstream.co.uk
GimmeMyMoney says
Dealing with MoneyShop…
I received a final response from them (after about 12 weeks) upholding all loans less than six months. The FR had the FOS complaint reference on it.
I replied (as they asked why I was “only just” complaining about the loans more than six years old. Heard nothing so I called them before Christmas (aorund six weeks after their final response) someone told me I should have heard back much sooner, I also stated a number of times I had sent it to FOS. Was told it would be forwarded to a senior manager.
Rang again today and was told “as it’s with FOS we can no longer discuss the case with you” get the feeling it’s delay tactics but I feel in a strong position – providing they don’t do a Wonga.
Nicola says
Hi,
Wondering if I could get a bit of advice? I’m looking to send away a affordability complaint to numerous payday lenders I’ve used. I still have active loans with them all which have defaults/ on a reduced repayment plan. Do you think that will impact it?? Is it okay to file this complaint while I still have outstanding balances on the loans?
Sara (Debt Camel) says
Yes, it is fine to send in complaints when you have a balance on a reduced payment plan. Most lenders will be happy for you to carry on making payments. Who are the lenders?
Nicola says
Hi Sara,
Thanks for quick reply!! Lenders are Quickquid, Satsuma, WageDay Advance, Lending Stream, Wonga, Piggy bank, MyJar & SafetyNet Credit.
Sara (Debt Camel) says
Ah Wonga. That is a bit different because they are in administration. If you carry on making reduced payments to them, unless they are tiny (£1 a month) it will really reduce the amount of compensation you may get from them. How many loans did you have from Wonga before this last one?
Can you really afford all the payment arrangements – making them doesn’t leave you short and having to borrow again? If it does, then you need to reduce the payment arrangements to what is affordable. If a lender is difficult, just stop paying them anything and wait until your complaint is settled. Don’t let yourself be bullied into paying more than you can afford.
Steph Jones says
I got a repayment of £700 from payday UK but PRAC financial are driving me mad for the outstanding £35 that I owe. I sent off to the FO back in May 18 but have heard nothing. I checked my credit report and both PDUK and BW legal are no longer on there. By my calculations PDUK owe me a further £500 but they are saying it’s PRAC that are dealing with it yet PRAC say it’s PDUK’s responsibility. I’m confused and the FO. I know it’s only a few pounds but I really feel I shouldn’t pay it when they owe me money. What should I do Sara?
Sara (Debt Camel) says
Is the £500 money you had paid to PRAC?
Anita says
Hi
I was addicted for 10 years. Biggest thank you Sarah for this website. I got some refunds from payday loans and said to myself STOP. I am gamble free for 3 month. Never been happier and never had money left on my account. It is all different now. Big thank you Sarah.
janice says
Well done Anita. It must be such a relief to you. Hope my son will be feeling like you are someday.
C says
Good on yeh Anita.
It’s like a new freedom isn’t it 👍👍
steve says
Hi
I made a complaint against Money Box. I have taken 4 loans out in total. 3 of these paid in full with the 4th for £400 but the loan was never paid – charges etc, this has now reached £900 odd.
They are offering to clear the balance of £900 and remove any adverse credit. Should I accept or will I get money back also if I refer to Ombudsman? I have asked for interest paid back to me on the other 3 loans and charges but this has been declined.
Any advise would be most welcome.
Thanks
Sara (Debt Camel) says
When was the last loan taken out? How much did you borrow on loans 1,2 and 3? And what interest did you pay on each of them? Also what were the gaps between the loans – the time taken from repaying loan 1 to taking loan 2 etc?
steve says
Hi Sarah,
Thanks you. the details are
Loan Date From Date to Balance
£400.00 27/11/2012 £938.64 (outstanding) defaulted but due to fall off in March 2019
£250.00 12/11/2012 27/11/2012 £298.00 (paid)
£175.00 27/09/2012 01/11/2012 £299.24 (paid)
£100.00 02/09/2012 27/09/2012 £133.60 (paid)
Sara (Debt Camel) says
double checking – those “paid” figures, are they “total paid” or “interest paid”?
And you paid nothing to the last loan?
Steve says
Its total paid for each and last one nothing paid to last one.
Sara (Debt Camel) says
So then you have paid just over £200 in interest on the first three loans and Moneybox 247 is offering to write off the last loan where you borrowed £400 and remove the default – that is a good offer and you won’t get better by going to the Ombudsman.
mikey says
update on my situation and thought i should share
Got 2 final responses on Friday from lending stream (4 weeks) and uncle buck(last day of 8 weeks)
lending stream did not uphold any of the 4 loans i had with them..long letter but very generic ie they did a credit check every time and the first loan was paid ahead of due date. i think their argument weak cos they gave me 4 loans concurrently, they kept topping up the loans even when previous ones weren’t paid off.
I have sent some more proof and given them till next Friday when i will send to FOS
Uncle buck surprisingly upheld the 2 biggest loans out of 6. I accepted and sent the settlement form. Hoping they pay on time
After about 5 weeks of nothing i have seen movement with a few recently – qq-upheld and paid, uncle buck-upheld and waiting for payment, lending stream-not upheld, will go to FOS, satsuma-not upheld will go to FOS, wageday – not upheld with FOS, sunny – not upheld sent to FOS.
moneyshop, my jar and speedy – still waiting. just passed 8 weeks
keep the faith people and chase every claim