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?
Lou7 says
Hi all,
I was due a refund from 247 moneybox. They were supposed to send me a breakdown of interest paid via email. I have heard nothing but then £53 pops into my bank account. I don’t know where this figure has come from and customer services is a joke. Sent several emails but no joy!! Any advice would be really appreciated
Sara (Debt Camel) says
when did they offer you a settlement that you accepted? How much did you expect to receive?
Lou7 says
Hi Sara
I sent my acceptance form to the adjudicator saying I accepted interest from loans four to eleven. Then 247 MB said they would work out the interest and send me an email of the breakdown and I haven’t had anything from them. My interest is £438.
I accepted the offer on the 17.12.18 and there is no money owing to them
Sara (Debt Camel) says
I suggest you ask them what the £53 in your bank account is as that is nowhere near the correct amount (don’t say what you think it should be) and ask them for a breakdown of how they have calculated it. Go back to your adjudicator if you don’t get a prompt answer.
Lou7 says
Thanks so much for the advice Sara. A couple of back and forth emails and I should receive the money by the end of their working hours tonight fingers crossed.
John says
Hi all, have had a very quick final response from H&T. I took out payday loans for just over a year with them, rolling over numerous time. The type of PDL I had was to write out post dated cheques for them to cash on my payday. If I wanted to roll over I would have to go in store and write a new cheque to replace the previous one(a) I had written. (God knows how many cheque books I went through). Anyway, H&T are saying that because my bank had issued me with a Cheque Guarantee Card (CGC), that they considered me to be creditworthy, as the bank at the time offered me this.
Has anyone else had this response, and what should I do.
I have also contested the fact they converted my PDL into instalment loans, which they then let me refinance in 3 occasions, which I also complained about and was rejected.
Should I just go straight to the FOS or do H&T have a case re the CGC?
I should add that all these loans were older than 6 years, which they never mentioned I. Their final response. Should I accept this that they aren’t going to contest the 6 year thing?
Cheers.
Sara (Debt Camel) says
That is the first time I have heard that as an excuse – I think it is extremely bad. I suggest you send the case straight to FOS. And don’t be surprised if the 6+ year issue then gets raised.
Bill says
Jo john, my story pretty same as yours with H&T although not cgc, 2008 till 2011, 56 loans via post dated cheques, they did sent SAR request very quickly, in hands with F O since September and heard nothing since! did you manage to get bank statements? I’ve tried three banks and no success as they don’t go past 6 years,
Bill
John says
Hi Bill. I know what bank I was with at the time (RBS), but not sure how easy it would be to get them. I wonder if H&T kept a copy of the statements I would have given them to support my application?🤔
I’m expecting this one to go on for a while too. Just in middle of referring case to FOS.
Bill says
Hi john, my bank at the time was mainly the RBS, they and latterly Santander totally dissmised my request for statements, insisting they don’t keep statements after six years, although several people on here have told me they have had statements from the above upto 10 years! Confused 😐 also I did ask H&T if they have copy’s of the bank statements I provided to back up the loans, answer NO!
Bill
B says
Hi all
Bit of a strange one as i’ve noticed nearly every post has mentioned how long their case has been with the FOS and still hasn’t been picked up. I must be really lucky as I submitted my case to the FOS againt Trusted quid at the end of October last year. Last week an adjudicator contacted me
To say he has picked up my case and can I provide some additional information (deadline given of today)
He had already received some info from the business as he mentioned in his email how many loans I have had with them etc
I’ve also got an inkling that Trusted Quid are about to pull the plug on their business as when i settled my loan i got an email saying they had now ceased lending and are now partnering with another business and that if i wanted further lending they would now act as a broker and not a lender on my behalf – so perhaps the FOS are concerned they will have another Wonger on their hands and that’s why mine maybe is being looked at quicker than all of yours seems to be
Anyway hope that helps
Sara (Debt Camel) says
There does seem an odd random element. At the moment I am saying 3-5 months is typical but some like yours are earlier (and even the QuickQuid one has been earlier but most QQs ones aren’t) and some are longer.
B says
That’s good news Sara
What about Trusted Quid ceasing lending? do you think this will be another Wonga in the making? I feel for those who still have complaints / loans if it is.
Sara (Debt Camel) says
No information – if they want to continue as a broker they need to be FCA authorised so stopping lending doesn’t mean they are going under.
B says
Hi Sara
Wonder if you can advise on something that’s just knocked me for 6! just under 6 months ago i borrowed £1,000 from Satsuma Loans. To borrow this amount for 12 months, they charged £992 interest (£8 short of being double the original amount) and they front load the interest meaning that from the minute i borrowed, the outstanding amount was £1,992.
That’s all fine, I understood all that.
However, what’s not fine is that to date I have repaid £830.05 (£1,161.95 outstanding due to the interest being front loaded)
I just contacted Satsuma to ask for an early settlement figure and was told to settle early it would be……wait for it ….. £899!!!!!
How is this allowed? by repaying my loan 6 months early and only borrowing for half the original term, I will save myself and massive £216! This is surely not legal?
Sara (Debt Camel) says
This http://www.financecalcs.co.uk/Calcs/Settlement.php calculates it as £804 but the actual figure (from http://www.legislation.gov.uk/uksi/2004/1483/pdfs/uksi_20041483_en.pdf) is sensitive to the number of days since you last made a payment.
B says
Absolutely disgusting what these scumbags get away with. I’ve complained to the FCA
Sara (Debt Camel) says
ok, in case I wasn’t clear – whether the amount they have quoted is correct may well depend on how long it is since you made the previous payments. If you are close to having to make the next payment you have borrowed for nearly another month and have to pay interest for that period.
I hope you have complained to satsuma about an unaffordable loan?
B says
I hadn’t Sara (and wasn’t going to) but certainly will do now that i’ve been ripped off!! I had loans previously with Provident which I defaulted on and even had a previous loan with Satsuma that they refunded on interest on (without needing the FOS) but didnt think i could complain about this one on grounds of affordability since it was only one loan. Having said that, they didn’t even call to check anything with me when applying! Applied as a new customer on line and within 10 minutes £1,000 was in my account.
My 7th Payment would have been due on the 27th of January, so it’s still 5 months early for repayment and still charging me more than 85% of the original interest – Absolutely disgraceful.
Sara (Debt Camel) says
For this sort of single very large loan, I suggest you follow the slightly different template here: https://debtcamel.co.uk/refunds-large-high-cost-loans/
Neil says
They did the same with me, I paid mine off about 3 month early and saved about £50 from a £600 loan. But I was just happy to not have to pay it weekly. But as Sara says put in an affordability complaint. I paid mine off early but still had mine upheld by the FOS
B says
Thanks for your help Neil and Sara
Hope my call to the FCA warrants further investigation to what they are getting away with.
Neil out of interest, how many loans had you had with them? i wasnt going to initially complain as i felt it would be hard to win a case with only 1 loan. I had previous loans with them whereby i had to enter a repayment plan but this was back in 2015 so didnt think it would relevant to the most recent loan.
Sara (Debt Camel) says
It is the size of the loan the length of time to repay that means it should have been checked more carefully at the start than if you had borrowed £3200 to be repaid in 2 months. Your previous repayment plans – the big gap means they wouldn’t have been a reason not to lend to you but they should have been a signal to look at your application a little bit more closely I would say. So send them a SAR and find what checks they did make on you before agreeing and whether those checks would have shown any discrepancy with your loan application.
Neil says
I had 3 loans in total, first for 250 then 300 then the last 600. The last two have been upheld. I paid the last one off early.
Kristym86 says
Hi Sara and everyone
I have just been told my MyJar that they are upholding 13 of my loans out of 29 which I’m pleased about giving me a payment back of £2704.
Anyone know how long payment normally takes from them?
Just waiting for responses from Wonga,wageday, pduk and express. Wonga well I doubt we’ll hear anything lol. Paydayuk and express from the first 8 weeks they asked for an additional 3-4 weeks which will be up next week and wage day advance asked for an additional 8 weeks!
Not sure how to speed them up?!
So far I have had just over £6k refunded. That’s amazing! I never thought I’d get anything so thank you Sara for your advice and this website xx
alana says
It was the third loan. Although the third loan was 9 months later, and i did have an increase in salary – i do not believe it was affordable and still don’t agree that it was a fair decision to be not asking for bank statements or additional information.
”I’m getting in touch to let you know that we have everything we need to look into your complaint – and I now have an answer for you.
From what I’ve seen, I don’t think Payday UK was wrong to lend to you. So I’m not going to ask it to do anything – and I’d like to explain why in a little more detail.”
Sara (Debt Camel) says
Can you say how large loans 1,2 and 3 were? How often did you defer/roll loans 1 and 2?
Tony says
Hi,
Just an update.
Successful claims:
118118money – £1217
Lending Stream – £400
Sunny – £550
Ferratum – cleared balance
Wageday Advance – £560
Other claims:
MyJar – with adjudicator
Peachy – still awaiting FOS
Satsuma – still awaiting FOS
Payday Express – still awaiting FOS
Thanks for your advice and help.
karen wilson says
How quick are safety net credit to deal with please? do they prolong it with fos?
Sara (Debt Camel) says
They are a bit random. Sometimes they will offer to write off a balance, sometimes give a refund as well sometimes nothing on what sounds like a good case. Good luck.
Peter says
Hi all,
I’m sorting couple of complaints now with different lenders. However, I just got reply from MrLender. I used the template above to my complaint, and they are saying it’s confusing and they’ve had a complaints from other customers with similar template and they believe I’ve used template from this website. Can someone please advice how should I reply on that? I have a loan with them now and I had loans with them also back from 2015. Thanks!
Sara (Debt Camel) says
There is nothing wrong with using a template letter to complain. And Mr Lender has probably sent you a template letter in reply!
Have they actually asked you for some information or just whinged a bit? If you asked for a list of your loans, have they sent them?
Peter says
So, they have sent me a list of loans I’ve took before and one I have right now. It’s quite a long email, but I don’t know how to respond to that, my English is not my main language.
Here’s the email from mrlender:
We are writing to ask for confirmation and clarity on the reason for sending this as the detail within the email is slightly confusing. While the start of the email suggests you are making a complaint there is vague information regarding the reason for your complaint just that you feel they were unaffordable, which is followed by a request for a list of loans, dates they were taken and the charges and interest you paid. We are unsure how you are suggesting these loans were unaffordable if you are unaware of the number of loans you have had with Mr Lender and the value of interest and/or charges paid. We have attached a detail of your loans with Mr Lender as requested, if you feel you would like to make a complaint regarding these loans please provide further detail indicating why you feel they were unaffordable.
We have seen the same email from other customers and have found it to be a template generated off the forum website debtcamel-co-uk/payday-loan-refunds/. While you are within your right to seek advice, we do need more information in order to investigate a complaint which is not provided within the above templated emails. With this in mind, we are unable to log this as a complaint based on the limited information you have provided specifically relating to the loans you held with Mr Lender.
Sara (Debt Camel) says
That is a very poor response from Mr Lender.
How many loans did you have with them?
Peter says
6 in total. 5 in the past and 1 right now is the most recent cent one. Those 5 I took years ago I had to take wonga to keep up with the payments.
Claire says
I got the exact same reply from Mr Lender. I just replied back saying I felt they’d lent irresponsibly and I sent them a copy of my credit report and bank statements. I have had a response saying they didn’t lend irresponsible and they wouldn’t be upholding my complaint. I’ve now sent it to the FOS
Rob says
They sent me something slightly different in that they didn’t think I was complaining, only asking for a statement of loans.
I quoted my original line that I believed they’d acted irresponsibly and would like a list of loans to demonstrate it.
When they responded imthey said it was a template etc, told them it was irrelevant as I had the information from the bank statements etc to prove that they’d acted badly. They wanted an additional 8 weeks to investigate but I refused stating they had all the information previously and I expected a response by the tine the first 8 weeks were up. They gave me it, upheld some of my loans, but not the first 12 (despite admittting that they knew they shouldn’t have lent from loan 10).
Kindly disagreed with their findings with some facts and forwarded to FOS. Currently sat with them now. Mr Lender clearly can’t handle the amount of complaints and are stalling for time.
They have sent information to FOS, I’m just waiting for an adjudicator to be assigned. Given my previous complaint was upheld based on number of defaults and loans on credit file plus the gambling, I expect all loans to be included (they knew I should t have had any pending granted).
Diana says
I am currently on a DMP and have been for 8 months and I have put in complaints against my creditors. I have up to now only received one reply whereby my complaint was not upheld. However they have returned the last payment made on my DMP. I have had no correspondence as to why and as of yet have not contacted them. I have unfortunately though applied and received further payday loans after starting my DMP and have kept up to date with these. Could this creditor now refuse to continue with my DMP because of this?
Sara (Debt Camel) says
Sorry, are you saying that you have borrowed again from the same creditor after putting in a complaint?
Or that you borrowed from the creditor after starting a DMP and before putting in a complaint.
Diana says
I have borrowed from a different creditor during my time on the DMP and I still have a balance outstanding, but i am keeping up with the repayments for this.
Sara (Debt Camel) says
No creditor is likely to refuse to continue with a DMP just because you have made an affordability to another lender. Or indeed if you complain to them! See /https://debtcamel.co.uk/affordability-complaint-credit-record-faqs/
Diana says
I still have 3 outstanding payday loans with creditors who are not included in my DMP and I am making the repayments for these. I have also kept up to date with the DMP payments. Are you therefore saying that this should have no impact on the reason why the creditor included in the DMP, returned my last payment and did not uphold my complaint?
Sara (Debt Camel) says
who is running your DMP?
A creditor may IN THEORY have decided not to co=operate with a DMP if they see from your credit record that you are paying other non DMP creditors “in full”.
HOWEVER that actually requires someone human at the creditor to look at your credit record and think about your DMP. This hardly ever happens for small debts (less than 5k) because it’s not worth the creditor employing someone to do this.
AND it would be a very stupid thing for a payday lender to do. Another creditor can choose to keep adding interest, but a payday lender is normally right up against the payday lending cap and isn’t allowed to add any more interest. So what would be the point of them not accepting your DMP payment?
To be honest it sounds more like an error to me.
Sara (Debt Camel) says
But I suggest you should consider putting in complaints to the other payday lenders! They should have been able to see from your credit record that you were in trouble and should not have given you a loan.
Diana says
When I sent in my complaint to them I did include bank statements and a copy of my credit report, so they would have seen from these the additional loans taken out after my DMP started with Stepchange. However I will contact Stepchange and hopefully get it sorted. Thanks for your help :-)
Diana says
I will be putting in complaints to all. Thanks.
Darren says
So after being rejected direct with lending stream then going to the fos then lending stream messaging direct with a rubbish offer which i rejected. Fos then replied to me thank you for letting us know you rejected the offer we have tried to months to get your file from lending stream and as a result of them not passing it on we will have to asses your complaint without this. Does that mean i stand a better chance?
Sara (Debt Camel) says
I guess it means that FOS have only your bank statements and credit record to go on. Sorry, I can’t remember this happening with a major lender.
Jedza says
Just a note to say thank you for this wonderful page. I was a bit skeptical at first, but back in September 2018, I fired off the process to re-claim interest charges from 5 lenders, including QQ, Wonga, PaydayUK, and LendingStream. By December 2018, I had refunds of nearly 5k back to me.
Again, many thanks and hopefully others will keep getting as much success.
B says
Hi Sara,
Do you think the FOS are likely to recruit more adjudicators for payday lending complaints due to the huge increase? I often feel so bad for those people who missed out on refunds from Wonga since their complaints took so long to be looked at and with Brexit and the rise in complaints on the payday sector generally, I would imagine many more will go bust this year and people will be left with the same predicament. I note from others comments that a lot of the smaller lenders are no longer able to adhere to the 8 week rule due to the sheer number of complaints
What’s your view on this? Do you think the FOS have another PPI situation on their hands? I remember my mothers PPI complaint taking nearly 2 years
Sara (Debt Camel) says
Yes I expect FOS to allocate more resources. They planned to get 20k affordability complaints in 18-19, up from 17k the previous year. As it is it looks like being 50k. But there are other ways round this problem apart from more adjudicators (although they are also needed). FOS is trying to resolve major sticking points with different lenders. I am aware of at least 5 different sorts of issues around QQ decisions at the moment, FOS may have a longer list! Each one of these that can be sorted should speed things up. Also the FCA is pushing for lenders to settle more complaints before they go to FOS. And the FCA is taking over regulating claims management companies in April, which may put some of the cowboys out of business – at the moment CMCs are putting far too many complaints through to FOS which have no hope which gums up the system for everyone else.
B says
That’s great news. Wonga I think was a wake up call to everyone. I feel so fortunate that back in 2014 I had my complaint upheld and refunded, over £6k!! But it does make my heart break for those who missed out. Theae kind of refunds can be life changing to people who have no other way out of their financial woes (quick ways anyway) so i’m really pleased the FCA and FOS are taking action to protect as many people as possible.
I have one complaint with the FOS at the moment which i’m hoping to hear the outcome of next week (fingers crossed) And following your advise yesterday i’ll be raising another to Satsuma!
James says
Hi, I’ve had my first adjudicator ruling after a 5 month wait on a small account from creditstar. I had 3 loans of 150,300,300 back to back. All the adjudicator said in his outcome letter was that they asked for my income & expenditure and that was proportionate enough for that size of loan and it suggested I could afford them.
Is this normal?
B says
Seems a little harsh, if you couldn’t afford the loans then it doesnt or shouldnt matter how much the loans were for
Sara (Debt Camel) says
It is hard to win cases with small numbers of loans. If you had had 10 from them a typical award from the Ombudsman may well be to get a refund from the 4th loan. What was your monthly income? do you know if they ran a credit check on you?
James says
My income was 2300, I had 1250 in creditor repayments (not payday loans) £750 living expenses and on average £1850 repayments each month to payday lenders (with new borrowing each month) so I was around minus £1500 each month
I don’t know if they did a credit check.
I have two others with them, one for lending stream where I had 49 loans in two years and one for pounds to pocket where I had 12 loans in 18 months, I assume there’s a better chance for those?
B says
On that basis I would ask the adjudicator to send it to an ombudsman and write exactly what you did there as the reason. In my view, the 49 lending stream loans on your credit file would have been an indicator to the lender that you were reliant on loans and therefore couldnt afford further credit. I had 2 cases where the adjusicator didnt uphold them, I asked for them to be looked at by ombudsman and they upheld them both.
That’s just my oppinion for what it’s worth
Sara (Debt Camel) says
This is a bit marginal. If you decide to ask for this case to be sent to the ombudsman, send the lender (to dpo@creditstar.co.uk) a request for a copy of all your personal data, including all credit reference checks that they made before approving your loan applications. If those credit reference checks show very large debt payments you can argue the lender should have known the loans were unaffordable.
James says
Hi Sara, not sure if you’ve come across this before or if it’s something that should happen. As i mentioned on 13th Jan the adjudicator gave me their final response saying the checks were proportionate and he ruled in favour of Creditstar. I asked for it be reviewed by an ombudsmen for the reasons i’ve pasted in below.
Reason 1: In the 12 months prior to my first Creditstar loan, I had taken out 53 payday loans, repaying £21,802.32 – surely this indicates i’m in financial difficulty.
Reason 2: I paid my first Creditstar loan off on 6/8/15 and took out a larger loan 5 days later – demonstrates reliance on their loans
The Adjudicator has come back to me today and said he will re-assess the complaint himself inlight of this new information, is that normal?
What’s strange too is that all of this information was in my original complaint to the FOS.
Sara (Debt Camel) says
it’s not common but sometimes an ombudsman does pass a complaint back to an adjudicator if there is new information or some other reason it should be looked at again.
Jane says
Hi,
I wonder if anyone could help with a query….
I have several cases with the FOS for irresponsible lending. One of those cases was with Speedloan Finance (t/a Herbert Brown). I made a very detailed affordability complaint in August. Followed it up via email and telephone several times during the 8 week period. Received no response at all.
In December I contacted Speedloan again explaining that I had no choice but, to refer the case to the FOS. I then completed the paperwork for the FOS.
Heard from the FOS in January but, they say we must give Speedloan 8 weeks now in which to respond to my complaint. It goes on to say if I am not happy with the response I can refer the matter to the FOS!!
I’m confused!
Sara (Debt Camel) says
Phone up the Ombudsman and say that you have sent Speedloan a complaint in August and you have not had a reply. Ask for FOS to start looking at your complaint now.
Jane says
Thanks Sara-will do!
Rob says
This has happened to me, I spoke to the FOS and the provided reasoning.
If you’ve not had a final response, the FOS has to provide an additional 8 weeks to document that they’ve been given the full amount of time to respond. They explained that there have been instances where people say they’ve complained etc and simply escalated straight to the FOS.
The final response acts as proof you’ve complained to the company. It’s crap as surely the initial email/letter (but harder on letters as they can be dated whenever) is sufficient.
If the company doesn’t respond within 8 weeks, the FOS can extend this to try to resolve but otherwise will look at your case without the info needed from the company.
This kind of doesn’t make business sense to actually comply with the FIS requests as theoretically they could just ignore it and they’d get far less complaints upheld I suspect. Not sure if they’d just get fined for being belligerent mind.
Jane says
Thanks Rob-appreciate the information
Simon Thon says
I had loans with Sunny 42 in total, they replied to my complaint in July 2017 offering my £800 after accepting four of the loans were miss sold. I accepted this as I had no idea that the actual amount of loans was 42 over two years! I am I in a position to contact the ombudsman regarding the other 38 loans? The were rolled over every month for the duration, usually all three of the permitted sunny loans
Sara (Debt Camel) says
No. Sorry but you will have accepted their offer in final settlement of your complaint.
That is why I always tell people to ask for loan details, don’t just accept a nice sounding offer :(
Adam says
Hi Sara.
Just a quick question I was wondering if you could help with. I have put in affordability complaints against a number of lenders, all of whom I still owe money to.
I’ve had acknowledgments from most to say that they have received the complaints, but no final responses yet.
A few of the lenders have put a freeze on my account for a couple of months and said they will not attempt to take payments, while the complaint is not being looked into. With others, they have not done this.
Is this standard practice that the accounts are frozen while complaints are considered? Ideally I would like to have them all frozen while my complaints are being considered. Should I have specifically asked for this when making my complaints?
Thanks
Adam
Sara (Debt Camel) says
If you cannot afford the repayment without then borrowing more then you should cancel the CPA to the lender with your bank and tell the creditor you would like an affordable repayment arrangement.
Iain123 says
Hi
Heard back today from The Money Shop, WDA, PAYDAY UK and PAYDAY EXPRESS (owned by billion dollar companies). They’ve responded after 16 weeks (after the 8 weeks they wrote and said another 8 weeks, which was today).
Money Shop made an offer. (I refused, asking them for the over 6 year loans to be considered. I expect to go to the FO about it, but who knows?)
PAYDAY UK & PAYDAY EXPRESS wanted more information, bank statements from the relevant years. I sent this, I’ll give them a few weeks before going to the FO.
WDA said they need more time and will get back to me ASAP.
I’m in no hurry. Financial reports, available online, show these companies doing well. The parent companies in America are listed on the NYSE. Business is booming in the short-term lending market.
Iain123 says
PS. The Money Shop are deducting 20% of the interest for tax.
SillyFresher says
Hi,
Really hoping you can give me some advice urgently. I had a QuickQuid loan which was one of the final ones I had outstanding after a 2 year period in which my financial situation spiralled out of control and I had 15-20 payday loans over this period.
I decided it needed to stop, so I stopped paying the ones I had outstanding and after reading your article about irresponsible lending I decided to complain about the ones I felt I couldn’t have afforded.
Anyway, the QuickQuid loan got placed into default whilst my complaint was being investigated by QQ. Yesterday, in the 8th week I finally had their full and final response in which they refused my complaint and my attempts to negotiate.
That default notice is going to have a huge impact on my near future if I can’t get it resolved, I tried negotiating with QQ and even offered to pay the remaining balance and not complain to the FOS about this and the other 3 previous loans I’ve had with them if they agreed to remove the default. They refused again.
So now I’m guessing my only option is to go to the FOS? I think my case is a strong one, the previous loan I had with QQ which was just 2 month before the current outstanding with them went into a repayment plan and was settled 2 months late! Yet they still gave me another larger loan despite my worsened financial situation with even higher other outstanding debt. Do you think I have any chance of getting this removed?
Sara (Debt Camel) says
QQ do not negotiate so send the case to the Ombudsman asap. I think you have an excellent case with QQ giving you a larger loan just two months after you had finished a repayment plan with them. So the default should be removed and the interest refunded on this last loan and hopefully on some of the previous loans as well.
B says
Hello all,
Some goodish news today, although Sara would love to hear your view. So the FOS have partially upheld my complaint against Trustedk Quid which i’m please about, however a little confused at some of the decision.
Adjudicator said that 1st 2 loans the business did enough checks. He then stated that the 2nd loan i took out a further advance which meant they hadn’t given me 6 months to repay the balance and they had made an admin error – but felt it was affordable. He then said that from loan 4 onward there was a pattern of repeat borrowing and therefore trusted quid should have checked my statements at that point and would have seen that this loan was not affordable. He then detailed my outgoings and incoming from loan 4 onward for each individual loan and said the business should refund loan 4,6,7 and 8. My query is, if they should have check my statements at loan 4 and by not doing so was irresponsible – Why would they not include all loans after that? if it had become irresponsible to lend at loan 4, surely that apply s to all loans after?
Sara (Debt Camel) says
So you aren’t being refunded loan 5 and that is what you disagree with? Is it smaller than the others?
To get a refund, a lender has to have made an irresponsible lending decision AND the loan has to be unaffordable. With very long chains of loans it is normal to say everything after a certain point but with low numbers of loans they are usually checked individually.
B says
Hi Sara, yes loan 5 is the query. It’s basically a very odd adjudication as the adjudicator is continually contridicting himself.
Basically said “From loan 4 onwards, there had been a pattern of repeat borrowing and I feel at this stage you should have checked bank statements from this point forward and for each of her applications on the loans following loans”
He then details each loan and my outgoings and incomings and at loan 5 he mentions that that month only I could have made the repayment (it was one the highest loans taken and highest repayment)
He then ends asking the business to refund loan 4,6,7 and 8
Mark says
B,
It looks like there’s 2 options:
1) It’s just a mistake – in which case I would go back to the FOS and point out exactly what you said on here (loan 5 was the largest loan and highest CMP)
2) The FOS decided that from loan 4 onwards the affordability checks the lender processed weren’t sufficient. If that’s the case then the FOS go through the loans individually to assess if the lender HAD done more checks (normally obtaining bank stat’s), would they have found information that suggest the loan(s) were unaffordable and therefore should not have been granted. If the answer is ‘no’, then they do not request the lender refund that loan(s). If the answer is ‘yes’, they do. – in which case I would go back to the FOS and point out exactly what you said on here (loan 5 was the largest loan and highest CMP)!
Hope that helps?
Mark
Sara (Debt Camel) says
Then your case is probably sitting in a pile marked “QuickQuid loans after 2015”. At the moment QQ seem to be refusing to refund any loans given after they changed their lending policy in 2015. I think their argument that their new affordability checks were changed to comply with the new FCA rules is a very weak one – it’s like saying that you passed your driving test in 2015 so you shouldn’t get a speeding ticket after that point…
So far as I know, FOS is trying to resolve this dispute with QQ directly, rather than have the same argument on hundreds of different cases. So I guess yours is waiting for this to be resolved.
Diane says
Thank you so much for all your information Sara, on this site, got refund from qq after dropping loans over 6 years, waiting on payment from payday uk after agreeing with my adjudicator ( anyone know how long they take to pay out) and just waiting for payday express to agree with my adjudicator’s decision.
Debt free for the first time in years, only came across this site after looking up a debt collector who was chasing me for payday uk and payday express, Karma!!!
Kenny says
Hi Sara,
I contacted Myjar today as I believed it to be the over 8 weeks. They disagreed and said they had made a decision and there was an email flagged to be sent on the 18th (what they believed to be their last day).
If a decision has been made- why wait? Just to be difficult. I had over 40 loans with these so will be interested to see what they comeback with.
Sara (Debt Camel) says
That is disgraceful. No way should they delay sending you a response when they have already reached their decision.
I suggest you send a complaint to the FCA, their regulator, at consumer.queries@fca.org.uk and copy it to mandy.bent@myjar.com. Say that you are trying to make an affordability complaint about Myjar (673214) and they are deliberately delaying your case. Explain what you were told on the phone today. Add that you will send your affordability complaint to the Financial Ombudsman, but you thought the FCA should aware of one of an authorised firm’s poor complaints handling.
And also leave Myjar a very poor review on Trustpilot: https://uk.trustpilot.com/review/myjar.com
Elaine says
Hi Sarah I had this response from the FOS
I put my complaint in on line last week is this just an acknowledgement
Thank you for getting in touch about your short term loan complaint.
Before we can proceed the case further, we need some more information from you.
Please tell us what your complaint is about, as this is not made clear per complaint form.
Please also send us one of the following:
· an acknowledgement letter from Payday uk
· Payday uk’s reference number for this complaint
· proof of postage to show your complaint was sent to Payday uk
If you haven’t got any of the above please let us know and we can complain to them on your behalf.
Once we have received this information we’ll be able to progress your complaint further.
Mark says
Elaine,
This is the standard response from the FOS when you don’t include either the final response letter from the lender (which you obviously can’t provide), or proof of postage/receipt of your complaint. I.e. to stop people just sending their complaints directly to the FOS without giving the lender their 8 weeks to deal.
Just sending them your email proof will be sufficient.
Hope that makes sense.
Elaine says
Hi Mark
Thank you
I have sent them the emails
I will post updates as I receive them xx
Mark says
Hi Sara,
Firstly thank you for your advice and what you’re doing to help people; it’s great.
All My payday loans are all over 6 years and were all repaid to the lenders without delay however I just learned (through debt camel) I have an argument to submit a complaint due to my lack of affordability at the time.
I borrowed from several different lenders (Wonga who are now bust, lending stream, QuickQuid Jane payday UK) . Sometimes A loan from one lender would pay another loan or I would immediately take out a new loan after I repaid one.
During this period I was a heavy gambler and the loans ultimately helped me gamble more; I would take out loans to gamble and pay bills.
When I submit a complaint, am I requesting the interest I paid only or do I have an argument to claim the loan principal as well?
Thank you
Sara (Debt Camel) says
You are only asking for a refund of the interest. Good Luck!
GM says
I wish I held off too! I’ve sent the case to the FOS two months ago, i’m on week 19 since i started the complaint…
My advice now to everyone that is complaining to anything related to moneyshop: if you got a good case, wait until the very last offer/response from them before taking to the FOS. Otherwise, it will take even longer and now i’m at a standstill as MS and FOS will take all the time in the world now…
Adam says
Hi sara, just a quick question/query, i had put a complaint against sunny, waited 8 weeks, in the last week recieved an email explaining they wont uphold my complaint. So went straight to the FOS, they then sent me a letter asking for details. Now i have just had an email from sunny saying theyll wipe 80% of my current balance i owe them which is around 600, meaning i pay 150 to close my debt with them. I have payed well over 2000 in interest so wont be accepting that. Just wondering does this mean the FOS has been intouch with them and they are now trying a lowball to move me on?
Sara (Debt Camel) says
It’s hard to guess! This could just be a routine offer to anyone with an outstanding balance over x months old.
Adam says
So if i accepted this, would it terminate my complaint, or am i best off asking sunny themselves?
Sara (Debt Camel) says
You need to get it in writing from Sunny that this would not affect your complaint.
Jc says
Adam
I had a complaint with sunny going back September offered me 265 when I had 2000+paid in interest put it to the fos waiting for an adjudicator they made an offer on through the fos on 31 Dec offer accepted no adjudicator needed paid out today 2400 1week taken for payment I think sunny are getting to and hopefully other pdl companies are starting to look at the big picture and making settlements to us another 4 to go already £3700 just need to be patient.
Sara (Debt Camel) says
good news for you and it will be very good news for everyone here if Sunny and other lenders start doing the right thing and settling the large cases directly. The Ombudsman is mean to be there to look at the difficult cases, the lenders are supposed to sort out the clear cut ones themselves!
Andy says
Can someone advise if I have been assigned an adjudicator from the FOS please or if the letter I have received are just acknowledgement letters?
I sent all my complaints to FOS and have received letters from named people and ref numbers.
GM says
Those are usually acknowledgement letters.
Katherine says
Hi
I had numerous payday loan but have since emigrated to Australia am I able to make a claim even though I am now overseas?
Many thanks
Sara (Debt Camel) says
Yes you can. And you can take a claim to the Financial Ombudsman.
Dave says
Thanks for this,
Submitted to SafetNetCredit on the 8th Jan, They came back to me the same day with a list of all the loans.
I then put in my complain, They come back to me on the 16th Jan with an offer of over £1000, After accepting they said it would take a couple of days to see the payment go through. Very quick process.
Lendingstream, i was still waiting for a list of loan agreements and interest charges submitted on the 8th (Still haven’t received anything), so i went into my account today and generated my own list and submitted a complaint in with my own figures of charges.
Wonga, After complaing 5 times for the actual loan agreements, its been submitted, but i am doubtful given they are in administration now
Naella says
Hi I emailed Satsuma last week asking for information of the 2 loans I had taken out last year. One was for £920 taken out in Feb, the other one was for £200 taken out in July. They responded today with the information & have told me already that they will not uphold it. I only used the first stage template off the website, they haven’t even gave me a chance to send the second stage template with reasons for my complaint. They have advised that if I’m not happy to go to the Ombudsman. Is this normal?
I had 2 other payday loans at the time (I was constantly borrowing with QQ) along with a big loan from Likely Loans, I was living in my overdraft which went over the limit many times but they claim my loans were affordable!
Up until Oct 2018 I had paid £1069.04 for the first loan (£763.60 remaining) & £196.80 for the second loan (£98.40 remaining). I then entered into a DMP with first payment being taken this month.
Where do I go from here? How can I refer to the Ombudsman when I haven’t even told Satsuma the reasons why I think they lent irresponsibly?
Thanks
Sara (Debt Camel) says
It is good that you can go to FOS now – it beats waiting until the 8 week point and then getting a rejection! I am not convinced some lenders even bother to read the Step Two email, though some do which is why I recommend sending it.
Your complaint to FOS can include the sorts of points you would have made in the Step 2 email. Also read https://debtcamel.co.uk/payday-refund-complaint-detail/.
But because you only had 2 loans your complaint can be very more specific. So set out in detail why Satsuma they should not have approved loan 1 – list what they would have seen on your credit record at the time you applied – any recent defaults or missed payments, your over limit overdraft, all the outstanding loans, other payday loans, credit cards etc. And then say what your bank statement would have shown for the month before you applied – your income, expenses, debt repayments.
And then add a shorter bit saying why they should not have given you loan 2 – loan 1 was still running, your finances had got worse, that sort of thing.
I think it would also be good to ask Satsuma (by email to informationrequests@provident.co.uk) for a copy of all your personal infomration – this will cover what was in your application and what they found when they did a credit check. This may turn up something interesting or not, but I think it can be useful for cases where there are only a few large loans. Don’t delay sending your FOS complaint in because of this – you can always ask for some other points to be added to your complaint.
John Frederickson says
I received a reply the other day to an initial query from one the well known lenders, which basically said that I’d used a template from this site, and as such it wouldn’t be deemed a complaint. It then invited me to reply with further info which may be considered as a complaint. Has anyone else had similar?
Sara (Debt Camel) says
is that Mr Lender?
B says
That will be the lenders next delaying tactic then! First the Six year rule, then pre/post new regulations and now it’s a complaint template! Couldn’t make it up could you!
John Frederickson says
Yes it was Mr Lender
Sara (Debt Camel) says
Deep sigh. Reply to them that you have made an affordability complaint, the fact you used a template is irrelevant, and you will be sending it to the Finanical Ombudsman after 8 weeks if they do not make you a satisfactory offer.
B says
Morning all!
Trusted Quid aggreed with adjudicators assessemet yesterday and i returned the settlement form last night. All in all, complaint took 4 months from original to adjudicator. Trusted Quid were very quick at responding to the adjudicator so perhaps that’s why this one has been quick in comparison to the other stories i’ve read on here about waiting times.
For those of you concerned about Gambling when complaining, don’t be! The FOS didnt judge me at all and if anything, it was what led to my complaint being upheld! The transactions were classed as ‘expenses” (not that i’m proud of that). Ironically, my gambling issue started by me trying to ‘get’ money to pay a suffocating payday loan cycle!
Now gambling free, and payday loan free! Just have an outstanding issue with 247 moneybox who agreed to remove credit entries and refund interest (no fos involvment needed for complaint) but 6 months on the entries are still on there despite them fobbing me off weekly that they have requested them to be removed
Stephen says
Hi Sarah and members.
I am now 4 months into complaints about a number of lenders, who at the time of writing have failed to offer any redress some of these were fir single loans and some for 2. I have given up on these and am focussing my efforts on on Lending Stream and Payday UK who I had 16 & 18 with over a 2 year period.
The 8 week period has now passed and both cases have been taken to the FOS. Lending Stream have recently given there final decision stating that all loans were adequately credit checked and that my income/expenditure on applications was affordable. I am happy to admit that I fudged my figures to get the maximum loan I could. I was desperate and suffering from very poor mental health. Will the FOS agree with Lending Stream in that I have provided inaccurate applications?
Payday UK have failed to respond at all since the 8 week deadline, I know the FOS have requested the business file but they have yet to send it. How long does the FOS typically allow for this?
I’m now getting anxious that I will not receive any form of redress from all of this. Luckily I am financially sound now, but feel that these scum bag companies can get away with the pain caused.
cheryl says
they will respond to the fos. whole process could take till the end of the year.
with that many loans theres a very good chance of fos agreeing that a good number of the loans were irresponsibly length.
dont despair.. you’ve done the hardest part.
Try and supply as much detail as you can to the ombudsman.
oh and send details of all the lenders to fos. not just the 2 with the best case. uncle buck refunded me even though i thought the case was weak!
Iain123 says
I’m also 4 months in to all this. PAYDAY UK took 16 weeks to give me the Final Response. They rejected my claim. I’m taking them to the FOS as my loans were obviously unaffordable, I just kept paying the interest every month.
I’m in no rush, I gave the FOS all the documents I could. Made a quick call to them to confirm my complaint has been received and is in a queue.
Lisa G says
Hi Iain,
I’m in the same boat. Sent off 1 complaint to to FOS in Sept, 9 more in Oct and another 2 this evening. So 12 in total. Now to sit in for a long wait.
Kim says
Hi, In August I wrote to QuickQuid regarding irresponsible lending. There accepted that a couple of loans were a result of irresponsible lending and I agreed that if they removed the default from my credit file that would be the end of it. That was on the 15th October. In December the default was still showing on my account so I chased them up and they apologised and said it hadn’t been actioned and that it would be another 45 working days before it would be removed. So i checker again and it’s still showing, I have chased them again and once again they have apologised saying it hasn’t been actioned and I need to wait another 45 working days before it is removed. The default it the only negative thing on my credit file and it is having a serious impact on my ability to get credit. What recourse do I have? Can they remove it any sooner? Should I refer to ombudsman? (Thanks in advance)
Sara (Debt Camel) says
I suggest you say that in view of the delay, they should sort this as a matter of urgency, not wait for the next routine monthly update of the CRA records. Say if it is not resolved by the end of January you will be sending your existing complaint to the ombudsman and asking for compensation for the delays. Make sure you check Experian, callCredit and Equifax.
Kim says
I will do that many thanks
Nicollette says
Hi, I’ve got a Affordablity claim With Pay Day Uk,Wage Day Advance,& Lending Stream. Which I’ve escalated to FInancial Ombudsman they all asked for 8 weeks.. Except LS. However I’ve been turned down by Safety Net who dealt with& investigates My Complaint in a matter of days.. I’m floored by they’re eagerness.. any advise what to do next?as they’ve dismissed my claim..
Sara (Debt Camel) says
How long had you been borrowing from SN? do you owe them money at the moment? do you have any idea how much interest you have paid them – did they send you a statement of your account?
Nicollette says
I defaulted once I don’t owe them any money. However they took the full amount from my wages the next month& closed my account. Which lead me to severe hardship for that month where I had to borrow again. Not from them though. I’ve totalled it up to be about £350. Yes,they were really quick sending me the information which is why I’ve sort of worked it out..
Sara (Debt Camel) says
I suggest you reply to them saying that and going into details. Say you will be taking the case to FOS unless they refund the interest. As they have been quick so far, this is well worth a try.
Caz says
Has anyone had any success with WageDayAdvance? I have made claims again QuickQuid (they were quick, efficient and paid out immediately), PDUK (They keep asking for the same info over and over again) and Wage Day Advance – my biggest claim for 12 loans – I haven’t heard a thing from them?
Sara (Debt Camel) says
at the moment they are very slow – I suggest you send your complaint to the ombudsman at 8 weeks exactly.
EDITED – I have now written an article on WDA delays: https://debtcamel.co.uk/wageday-advance-complaints/
Scarlet Siren says
No one from QQ has contact me :( a decision was made on Tuesday.
Diane says
Scarlet, have you checked your junk emails ? As they contacted me very quick by email, payday uk contact went in my junk file and I didn’t notice till the day after
Scarlet Siren says
Hi Diana, i checked there too. Nothing.
Lucy says
Wage Day are very slow. Definitely send to FOS at 8 weeks. This week coming will be 18 weeks since I first sent my complaint. Still haven’t received a final response, just three letters now saying that they have not been able to conclude. Find this a bit strange because they sent my file to the FOS really quickly. Not yet with an adjudicator but hopefully it will be picked up soon.
B says
I waited 16 weeks for a response but had sent the complaint to the FOS on 8 week mark
Casey says
I just wanted to give an update and also say thank you to Sara as if it wasn’t for this website I’m convinced I would still be in a pay day loan cycle as this website made me realise the mess I was in early last year and try and do something about it.
I received my last 2 adjudicator decisions this week (both in my favour)-
Lending stream – upheld loans 4 to 8 and
Sunny – upheld loans 5 to 58.
It’s been a long wait for these 2 (since April last year). At the time Lending stream didn’t uphold any and sunny upheld 16 saying there was adverse data at the time and only on those occasions shouldn’t lend me.
I’ve also had smaller claims upheld from wage day advance, payday uk, peachy and my jar (only through the FOS who have also been fantastic and fair) which has cleared balances and redress of about £500.
I’m so grateful for this site and forum as I can now concentrate on my financial priorities and enjoy the rest of my maternity leave.
Thank you so much Sara!
Good luck to everyone else with stopping the cycle and their claims.
Davy says
Well thanks to this site I have received £1200 from QQ, £1600 from PDUK and yesterday I have received an email from the adjudicator stating that 51 of the 56 loans from LS were irresponsibily lent. I know their reputation at dragging things out but happy to wait in the knowledge that I have won every case I have submitted. This one should be around £5,000! Only one outstanding now is Wonga and I have already written that off. I first sent the claims off in Dec 17 so its been a long, hard slog but when you get that email stating you have won your case the wait is worthwhile. Stick at it folks, its worth it in the end. Thanks again Sara, your help and advice was invaluable!
Anita says
Hi all. I also would like to say big thank you to Sarah. I won few cases some with FOS still. It was possible only because I found this website and had priceless advice from Sarah. Amazing job. Thank you again.
James says
Hi, I had 3, 12 month loans with ladder loans, I borrowed 600 each time. In the 12 months prior to my first loan with them I had taken out 69 payday loans which all appeared in my credit file. I was desparate and applied for every payday loan I could. The adjudicator has just come back to me and said that they did not do credit checks but he is happy that asking for my income and expenditure was enough, does this sound right to you? I am sure that if they had done a credit check they would not have given me these loans. I had a massive amount of debt on my file.
Sara (Debt Camel) says
How long ago were these loans?
James says
It was 2014 and 2015
Sara (Debt Camel) says
I think there is a good argument that although they weren’t obliged to credit check you, for your 2nd loan they should have thought about it and definitely not lent the third one without some other checks. This sort of lending is meant to be short term – not for 3 years. They should have considered if you were becoming dependent on this lending and why. If this is not a final decision from your adjudicator, go back and ask them to look at it again, saying why. If it is a final decision, explain why you disagree and ask for it to go to an Ombudsman.
Katherine says
Hi
I have received a loan history from one of my lenders & am trying to work out if it is worth me making a complaint as I still have an outstanding balance.
Loan Amount £200.00 fees £59.96 total amount repaid £259.96
Loan Amount £495.00 fees £148.41 total amount repaid 643.41
Loan Amount £495.00 fees £148.41 default fees £59.00 amount repaid £170.00 O/S balance £532.41
Many thanks
cheryl says
when did you take the last loan?
Are they still coming after you for that outstanding balance?
Did it leave any negative mark on your credit?
if the loan was given in the last 6 years and they still have the option of chasing the balance, i think you should complain
Also do you think you should have been lent that money given your circumstances?
the effort to complain is minimal so generally when in doubt, you should raise a complaint.
good luck
Mark says
Sent a complaint to the FOS back in May 2018 about loans I had with Safeloans (sll) and as yet no response .I asked them for a update in Sept / Oct and they they said that they were still waiting for SLL to send them the file.
.I sent my initial complaint to SLL in Nov 2017 and of all the refunds with other lenders I’ve had this is by far the longest yet when SLL replied to meet in Jan 2018 they offered me £500 as a gesture of goodwill (interest on my loans totals £3000) stating they always look to close complaints ASAP so both parties can move on.What is the longest known case regarding a payday lenders refund because it feels that this one has just been forgotten.
Sara (Debt Camel) says
Contact FOS again and if they have still not received the file, ask for your case to be looked at without it. I assume you have a complete list of your loans.
T says
I had a complaint sent to FOS in March against satsuma. My case was finally assessed in December and the ombudsman agreed loans 2 – 5 in my favour.
Thank you Sara, its been a long ride and i still have other cases with the FOS.
I only managed to get good settlements with Piggybank and 247moneybox without the FOS.
Doed anyone know how long it takes for Satsuma to send a cheque i know they have 28 daysm i was wondering if they send it before its been 2 weeks at the moment.
Thanks
Scott says
Hi T,
Congratulations, can I just ask what value your loans were?
Scott
Joseph says
Hi T, Congrats!
How much did you get?
T says
Just under £2000.
Im sure they’ll wait until the final day to send fhe cheque of the 28 days but oh well. More then happy with this outcome.
Tim ber says
So after accepting my latest offer from my jar I’ve been awaiting their response. I singed my acceptance on Monday 7th. The fo sent it to them wed last week I’ve ring today to find out what’s happening and they’re saying that it isn’t on my file try and the complaints team could take a bit of time to sort it out. They have 28 days to pay since the 16th. Anybody ever dealt with myjar how long does it take for them to actually read the email and process my refund do they push it to the 28th day or are they usually quicker?? Might just save me ringing them daily as they won’t give be a time frame.
Sara (Debt Camel) says
It seems to vary a lot. Come back and say when you do get paid!
Tim ber says
Will do. A bad review on trust pilot seems to all of a sudden got things moving……
Greg says
Hi I have just had my final response from Mr Lender after I queried the 3rd loan to be paid back as well is it worth escalating to the FO?
They seem to think they would find in their favour.
“We do not lend to those customers who are experiencing financial hardship and would be unable to repay the loans. The credit check and affordability checks performed upon your application indicated you were a credit worthy customer and deemed the loans affordable.
You settled your third loan without requiring any help or support, which indicated to Mr Lender your ability to pay, that you were not in any financial difficulty and gave us no cause for concern when relending to you.
We feel it is important you are aware that the investigation into your complaint was full and thorough based on our learnings from previous decisions made by the Financial Ombudsman Service (FOS). Our complaint handling processes are developed and continually improved by FOS decisions to ensure our outcomes are fair.
Mr Lender has one of the lowest uphold rates with FOS in the High Cost Short Term Credit sector which means FOS has agreed with a high percentage of our decisions.
We have offered to recall your account from Lantern and reduce your outstanding balance of £1,400.00 to the remaining amount you initially borrowed, meaning you will be repaying £240.00 less than the total amount repayable stated in your contract which you signed and agreed to for your fourth loan.”
Sara (Debt Camel) says
“They seem to think they would find in their favour.” Mandy Rice-Davies moment – well they would say that, wouldn’t they!
Mr Lender does have a lower uphold rate at the Ombudsman than most payday lenders. That doesn’t necessarily mean that Mr Lender pays out the amount FOS would – it may show that they make more low offers which people accept than other lenders. So that doesn’t really help you to take a decision.
I would say their offer isn’t a bad one. I asked before whether anything changed on your credit record between when you applied for loan 1 and when you applied for loan 3? If your credit record shows that your debt had increased significantly or there were new defaults, that is another reason why loan 3 should have been declined and why it should now be refunded.
Adam says
Hi Sara,
I asked a few days back about sunny offering me a settlement offer for my outstanding balance whilst having a complaint looked at by the FOS, i have then emailed sunny to confirm that it wont affect my complaint, they have replied with the following;
I am sorry that we have been unable to reach a mutually acceptable outcome on this occasion.
I can confirm that by accepting our offer, in no way prevents you from referring your complaint to the Financial Ombudsman Service.
Yours sincerely,
Shall i inform the FOS about the settlement offer first before going through with it? Sorry might look stupid, just trying to go about it the best i can.
Sara (Debt Camel) says
OK, well that is clear, I don’t think you need to tell FOS about this beforehand if you are going to accept. Doing this will mean that all of a refund ordered by FOS will be paid to you, not used to offset the balance outstanding. The only possible downside of accepting this is the chance that Sunny may go bust like Wonga and you may get little or no refund in the end, but at least the outstanding debt is settled cheaply.
Neil says
Hi ,
Does anyone know how solvent Lending Stream and Ferratum are.
My cases are with the FOS , but I was concerned about them going out of business with the recent spike in complaints
Sara (Debt Camel) says
I don’t have any particular reason to think they are in financial trouble. LS have been slow over complaints for years, they haven’t got noticeably worse. Ferratum is a small lender and not often mentioned.
The only lender who has publically said they are is Wageday Advice, see https://debtcamel.co.uk/wageday-advance-complaints/
Sam says
Hi Sara,
I went to FOS with a complaint about 100pounds/sunny marketing. The FOS found in my favour by both adjudicator and the ombudsman but the company have failed to respond to contact by FOS. I have done my research but can’t find any way of contacting the company, they are still trading though. The FOS have started an enforcement process but will this make the company respond. I feel as though it been a waste of time if I have been awarded a refund but the company wont respond. Am I right in thinking I will never get the refund?
Sara (Debt Camel) says
It’s funny how companies with union jacks on their logo and the word pounds in their name turn out to be foreign… I doubt they have any assets in the UK so normal court enforcement will just waste your money.
This is a tiny lender, the last report here about was this one https://debtcamel.co.uk/payday-loan-refunds/comment-page-53/#comment-233543 and he did get paid in the end. Be persistent. Nag FOS. Complain to the FCA. Contact your MP if need be and ask how a UK authorised company can get away with not refunding on an Ombudsman decision.
Sam says
Thanks for that, that gives me some hope but I won’t hold my breath. It’s not so much the refund I am bothered about, it’s the principal. I have made many complaints and luckily most lenders have been good to deal with but this company is awful. Great point about the union Jack and they are not a UK company. Will see what response I get from FOS.
Joseph says
Just had my final response from Lending Stream, 55 minutes before the 8 week deadline (they’re unbelievable) – They basically rejected all my 22 loans and after every loan explanation said “well within the overall disposable income”. I am a little gutted as i still have £1.3k oustanding with them and would have happily said yes if they would’ve wiped this, even though I know I could get more if won at FOS. I’ve refered them straight away to ombudsman now, I know it’s a long wait, but I can’t wait to win (if I do) – They can push and delay all they like but I just can’t wait for the day.
Jozsef says
HI,
I found this website last October. I complained to MyJar on the 22nd of October. I had 6 loans with them. Just received their final response and my complain is upheld on 2 out of 6 loans. Both unsuitable. First 4 loans were smaller amounts, 5th loan was £700 paid interest £360 and the 6th was £1000. I repaid £760 and then went default. Defaulted Balance at the time of the complain was £1245 and assigned to debt collection agency. They offered me to refund all interest and charges on 5th&6th loans which balance will written off the outstanding amount and will be left with 0 balance, plus additional £155. Also they mentioned to remove any negative information from my credit file. I’m quite happy, this website saved me £1400 in total. Thank you Sara. Worth to go for it.
Iain123 says
Hi
Just some new updated information on my Payday UK complaint (ongoing since September).
Today they emailed me saying they wanted to talk to me about why I’m complaining over the six years limit. I called the number and was given another number to call, 01903 768 769. Took a while to get through, eventually spoke to a Eastern European woman who took the my reasons for not applying earlier, said she’d pass it on to a case handler.
Waste of time. I already gave them this information on an email. Took them 16 weeks for a response, and that was asking for more information. Send them that two weeks ago and now this today.
Iain123 says
Sent it today to FOS. Should have sent it weeks ago, I wanted to see their Final Response. If they make an offer I’ll cancel the FOS complaint (not expecting this).
Here’s another email for them if anyone needs it uk-general.complaintsteam@themoneyshop.co.uk
GM says
Once they found out that the complaint was sent to the FOS, they’ll stop looking at the complaint immediately and will ignore you.
Laurence says
In my opinion if you haven’t already refer this to the FOS. PDUK are so slow and will drag this out forever.
If you’re able to play the long game on this I’m sure you’ll get a better result.
I started out in August 18 with 5 payday lenders and PDUK are far and away the worst
Lau says
Can you help?
I have a complaint with payday uk from jan- June 2011.
I have explained why I am only complaining now. I only just found out I can.
They have asked me for bank statements but I no longer have this bank account and don’t seem to be able to get statements this old.
I have found a few electric/water bills and debt collector letters from end of 2011.
Will they look into this complaint without the statements?
Shall I send the bills and debt collector letters although these are from 6 months later but still show that I was in debt for a kind time before for it to get to this point?
Can you help please?
Thanks
Sara (Debt Camel) says
How much interest did you pay over this 6 months? how many loans was it? Also how long has the case been with payday UK so far?
lau says
hi Sara
It was for 5 loans. I paid approx £1500 in interest. The case has been with them for approx 18 weeks now. I have already forwarded to the Financial Ombudsman but Payday UK have just come back to me to ask for the bank statements. Should I send the bills and debt collector letters I have to them. will this help?
MM194 says
Hi, I have just sent off my step 1 email to both Quick Quid and Pounds to pocket to request a list of my loans. Just wondering if anyone has had luck with these? And if they are quite quick and straightforward? I have checked my credit report and can find about 13 loans altogether (though quite a few are Wonga which I guess I won’t be able to claim for). I was also suffering from mental health issues at the time of taking all the loans, and wondered if this is something that I should/need to disclose? I ended up gambling to try and win money to pay off the loans, and regularly taking more loans to pay the old ones, and pay gambling debt. Which I can now see was ridiculous. Hopefully I might be able to get at least a little bit of this back.
Any advice appreciated. Thank you.
Sara (Debt Camel) says
Quick and straightforward – no, they often extremely slow. Just carry on – you may be one of the lucky ones.
What credit report have you checked?
Mental health issues won’t help your case unless the lender knew of them before they gave you some loans.
It is worth submitting a complaint to Wonga, you may not get much back but this is now VERY east and you won’t have to go to the Ombudsman with it so for a quick email, why not? See https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/ for what to do as Wonga is now different from all the other lenders.
What is your current debt situation – are you in debt management?
MM194 says
Hi Sara,
I got a response from QuickQuid today, but they haven’t provided the details that I asked for (I used the step 1 template). This is what they replied with…
I acknowledge receipt of your complaint and I am sorry to learn of your dissatisfaction. We take complaints seriously and confirm that we will be conducting a thorough investigation into your concerns.
Please refer to our Complaints Handling Process which is located at the bottom of our ‘Contact Us’ section of our website /contact-us.html). We appreciate you taking the time to read this as it explains how we will deal with your complaint and when you can expect to hear from us.
To help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of redress), please provide us with the following information as soon as possible:
• Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
• What is the date of your first loan?
• How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
Do I need to provide all of those things at this point? They haven’t given me any of the info I requested.
Thanks
Sara (Debt Camel) says
You don’t need to send them this – but you could go back and say you will send the information but you need a list of your loans first to be sure about the dates!
MM194 says
Thanks Sara. They have come back to me today saying that they will provide the info within 24 hours, so hopefully I can the move on to step 2 :)
Iain123 says
Hi Sara
Can you comment on today’s news? FOS boss was answering questions in Parliament. Think she said some payday lenders are experiencing solvency issues.
Sara (Debt Camel) says
Did you hear this? I haven’t seen it reported anywhere. The FCA was obviously concerned about some lenders having problems when it issued its Dear CEO letter in October.
Iain123 says
https://uk.reuters.com/article/uk-britain-financial-complaints/payday-lending-complaints-surge-in-britain-watchdog-idUKKCN1PG1MG
“Wayman said it was unclear how long the surge in short-term lending complaints would last.
“Some of the payday lenders are having difficulties in terms of their own solvency,” Wayman said.”
Caroline Wayman, CEO of the FOS
Sara (Debt Camel) says
Thanks – the FCA should be looking actively at any lenders who do have solvency issues. It would be a mistake though to assume that all lenders are struggling.
I have written a new article on what CW said here: https://debtcamel.co.uk/ombudsman-payday-loan-complaints/
Elaine says
Hi just had a reply from Paydayuk
Is this a good offer?
Lending period 28/09/2012 – 26/02/2014
Number of loans in lending period 5
Overall Decision – Agreed funds lent irresponsibly
Total interest paid £1,225.03
Total 8% interest £569.16
Total 20% tax deduction from 8% interest £569.16
Total Redress £113.83
The refund amount is for £1680.36
Can I accept as part payment and still go to FOS?
Elaine says
Account ending Amount date
607. 150.00 31/8/12
1900. 350.00 28/9/12
2319. 350.00 31/10/12
2816. 350.00. 30/11/12
9056. 350.00 31/12/12
3555. 350.00 31/1/13
4883. 350.00 28/02/13
4913. 500.00. 29/3/13
7878. 500.00 30/4/13
7316. 500.00 31/5/13
1921. 500.00 28/6/13
9942. 500.00 31/7/13
1960. 400.00 30/8/13
978. 9/2/14 – 1/3/14
9322. Balance £370 still owing
Sara (Debt Camel) says
Can you say what these figures are?
Elaine says
Hi Sarah the figures are from my credit file for Paydayuk loans .
I have accepted their offer – thank you for your advice.
I am still waiting for the FOS to help with wagedayadvance and sunny
Thank you everyone xx
I will update when I receive my payment and updates on FOS cases
Sara (Debt Camel) says
That talks about 5 loans – is that correct? If a loan was rolled/deferred for 2 months it would be counted as 1 loan not 3.
Are there any loans they are not refunding?
Elaine says
Hi Sara
Thank for your reply
I have asked them to send information on the loans they are not refunding so I will update when it arrives to see if I should just accept I feel something is better than nothing
Sara (Debt Camel) says
I think you need the numbers to make a good decision. There is nothing wrong with not pushing for the maximum you can get if you feel what you have been offered is fair.
You can’t accept this as a part payment and go to FOS with a complaint about the rest – not unless the lender agrees which is rare.
David says
Hi there. I’ve been very successful in complaints so far against wonga, satsuma, piggybank etc so far regarding irresponsible lending and not doing thorough enough checks. These had to go to the FOS. I’ve just complained about a similar problem to Swift Sterling and I’m just wondering if anyone has had any luck with complaints to them and how long they usually take to reply? I missed 3 payments on a loan, i emailed them twice saying i was in a debt spiral and i couldn’t afford repayments. I was sent a notice of arrears via email, and then a notice of default sums via email. I took out another payday loan to settle swift sterling, and then they decided to lend a higher a higher amount to me just 24 hours later despite knowing my situation, do I have a good case to get the higher loan refunded?
Sara (Debt Camel) says
when were these loans? If they were before December 2015, this is the wrong page, Swift Sterling at that time were a Malta-based lender and you need to read this other article https://debtcamel.co.uk/swift-sterling-pounds-till-payday/ and the comments below that.
David says
They were taken in 2017 and 2018
Sara (Debt Camel) says
Good! They are a very small lender and we haven’t seen enough complaints to know much about their complaint handling.
But from what you have described, lending the second loan very soon after you saying you could not afford the repayments on a smaller loan was grossly irresponsible. In this sort of unusual case FOS will sometimes say that if there is a balance on the last loan it should be written off completely, even if you have not repaid the amount you have borrowed.
B says
I thought this article today was really unjustified as i think given PPI and pay day loan refunds have rocketed, the FOS have done the best they can! i was really disappointing though when i got to the end of it and saw that Caroline didn’t dispute what the whistle blowers said :(
It’s a shame that there are so many targets put on all organisations nowadays that sometimes stop them doing the right thing just so that they can hit a target.
Despite the claims on the Watchdog being true (as confirmed by Caroline) I still think the coverage on this is showing the FOS in an unfair light and doesn’t highlight how much good they’ve done too.
https://www.dailymail.co.uk/money/news/article-6622707/Whistleblower-reveals-30-000-cases-havent-heard-Financial-Ombudsman.html
Sara (Debt Camel) says
I have just written an article on this: https://debtcamel.co.uk/ombudsman-payday-loan-complaints/
B says
Thanks Sara.
I do think it’s extremely disappointing that Caroline doesn’t dispute that some cases (mainly PPI) were just closed in side of the banks just for ease and being able to close the complaint down and get the stats up! That Watchdog show didn’t do the FOS any justice at all so i think it was very brave (but stupid) for her to admit that what was said wasn’t “Inaccurate”
Either way, overall i still think they do a fantastic job and it’s a shame this will undo all of that great work they do
Louise says
Hi is anyone getting any further with Quickquid with the objection of over 6 year loans.
John M says
Mine has been with the FOS since February 2018 and absolutely no news. My MP wrote a letter to QQ on my behalf and they replied as follows:
As advised in our final response, we do not consent to Mr M’s loans being considered. With regard to the six year rule, Mr M’s loans were funded more than six years before the customer complained, therefore, any complaint regarding these loans should not be considered.
With regard to the three year rule in relation to being reasonably aware, it does not apply in this case because:
There has been widespread media coverage since the financial crisis in 2008, which has made it very clear that it is wrong for financial organisations to lend irresponsibly or to people who cannot afford it. Said media and press coverage includes 2013 parliamentary findings; hefty fines imposed on lenders such as
Wonga; the FCA’s findings after completion of our own Section 166 review; the regulatory rule changes in 2014, which received press coverage; etc. Mr M ought to have been reasonably aware that companies were not permitted to lend irresponsibly or in defiance of regulatory requirements.
The loans were designed to be very short-term. Even if a customer did not realise their complaint at the time of inception of the loan, they certainly should have realised it sometime before now.
Mark says
John,
In order to prove how silly their excuse to not even investigate your complain is, I would write to QQ again stating something like:
“In your letter confirming you won’t investigate my complaint under the “3 year rule” because:
“There has been widespread media coverage since the financial crisis in 2008, which has made it very clear that it is wrong for financial organisations to lend irresponsibly or to people who cannot afford it.”
Therefore as you are trying to claim that 100% of the public/customers must have been aware of the lending rules since 2008, I would assume you would therefore concede that 100% of lenders and their employees should also be fully aware of these rules since 2008.
As such, if you write to me confirming that you have not had a single “irresponsible lending” complaint upheld (either by yourselves or at the FOS), since 2008 I will concede that you are correct and I will discontinue my complaint. If you cannot confirm this, then I will consider your argument not to investigate my complaint invalid.”
I think that highlights just how ridiculous their claim is! Might not get you any further, but it’d certainly make me feel better!!! Morons.
Sara (Debt Camel) says
Some cases are now getting Final Decisions from an Ombudsman. So far the most important thing may be the dog that didn’t bark … QQ have not started a Judicial Review case. As time goes on that must get less likely.
Robert says
I have been waiting for a few months now for their decision and it is quite disappointing that it has been taking such a long time. I spoke to Ombudsman two weeks ago but I was told that senior management is still trying to get the aggrement with Quickquid in regards to loans over 6 years.