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?
Lukasz says
Hello Sara
I recived final response from Peachy about my complaint and they are said : Because you still have oustanding balance.
However, we do wish to resolve this case amicably and therefore, as a gesture of goodwill, we will be more than willing to offer you an affordable repayment plan for the outstanding balance of £600.65.
Should you wish to do so, we kindly ask you to contact our Collections Department via email on
collections@peachy.co.uk or by calling on 0800 0124 616.
Please confirm if you would like to accept our offer as the full and final settlement of the
complaint and that this will resolve your complaint to your satisfaction.
This is nothing, they are rejeced my complain.
What I should do know ???
Set up affordable payment plan ???
Send complain to FOS ???
Thank you for answear
Sara (Debt Camel) says
how many loans did you with peachy?
If it is less than 6, could you say how much you borrowed for each of them?
Do you know how much interest you paid on the previous loans?
And for the last loan, have you made any payments?
Lukasz says
Yes Sara
My first loan was for 170 and interest charge was 79.30. my second loan of 450 for 6 installment, after paid first installment I top up and 200 was added to the balance, after next 3 payments I too up again for 130 was added to my account I had 6 installments and paid 2 and after that I send my complain to them and they are stop taking any payments till final response. I have told them I had many other loans because of this top ups. I complaint against other company as well. What I should do know ?? They are unable to uphold my complaint and offer me affordable repayment plan for outstanding 600.65. They are ask for confirm if I would like accept them offer as the full and final settlement of the complaint and that this will resolve my complaint to my satisfaction
Sara (Debt Camel) says
so how much have you paid to this second loan across the different installment repayments?
Lukasz says
Second loan originally 450, twice top up so 780 in full I’ve paid back, 917.66. and still have 600 outstanding. 4 installments around 150.
Sara (Debt Camel) says
I think you could go back and say that as the second loan was so much bigger than the first, they should not have let you have all the top ups.
Point out you have borrowed £780 for the second loan klus top ups and so far repaid £917. Suggest that a fair offer would be for them to reduce the outstanding balance to £150. or you will be taking the case to the Financial Ombudsman.
(That £150 is a bit of guess that it would mean you paid the interest on the £450 but not the top ups.)
Lukas says
Hello Sara
I wrote my letter to Peachy according your instructions and they are reply to me:
Please be advised that even though it is our view that our decision was fair and proportionate and that we are unable to offer any redress then as a gesture of goodwill, we propose to reduce the outstanding balance of your loan to £150.00.
Please be so kind as to confirm whether you agree with our proposed resolution. This offer is made in full and final settlement of your complaint and acceptance by you will indicate your agreement to this condition.
This is mean they are reduce outstanding balance from 600 to 150 ???
Should I ask for remove any negative history from my credit report ???
Thank you for your advice
Sara (Debt Camel) says
Yes, so you just have to repay 150..
I don’t know what they will say if you go back again and ask for negative history to be deleted. They have offeredthe reduction as a goodwill gesture not because they agree it was unaffordable.
Chrid Mcfall says
Hi has anyone had problems with lending stream there 8 weeks was up today but they have asked for a extra week because there still investigating my case which was 35 loans over 2 years.With them having a extra week is that a good sign that there working out how much I’m due?? Many thanks
Sara (Debt Camel) says
it probably means they haven’t looked at it yet :(
martin says
Hi just a quick question. Iv’e started the process of using your template to reclaim interest on loans and wondered if this included ppi or if this request had to be made separately for each payday lender? thanks
Sara (Debt Camel) says
payday lenders never charge PPI
Simon Johnson says
I’m sending mine to FOS…complained 22/01 emails bounced back…used their online form & Lending Stream chose to ignore complaint completely….interest is about £4800 !
Evy says
Hi my complaint has just been picked up by an adjudicator for Quick Quid. Does anyone know how long this part of the process roughly takes please?
Maddie says
Mine took nearly a year, just received my results yesterday!
M says
Hi Maddie,
I am still awaiting response from fos-to-QQ! Over one year !
As QQ refused to uphold fos’s Decision… ;(
lucky u!
Any contacts u used to help speed up? Wd b grateful if cd share.
Thanks
LDJ says
Hi,
Started my complaints back in May 2018, after receiving responses in August 2018 I sent them off to the Fos. Received letters about 2 weeks ago saying cases were in the priority category but FOS had back log.
Received an email yesterday 3/5/19 from adjudicator regarding Quick Quid. My complaint has been upheld and interest on the top up from loan 1 and loans 3 to 11 need to be refunded and 8% added. Quick Quid has until 17/5/19 to reply. Could receive as much as £2500 so extremely happy.
Still have Sunny and Wonga on the go but if it wasn’t for this site and Sara I would have nothing. Thank you!!
Sara (Debt Camel) says
QQ may say No and insist that this goes to an Ombudsman. If this happens, read https://debtcamel.co.uk/quickquid-payday-loan-refunds/comment-page-9/#comment-297776 where I suggest one thing you can do that won’t help your case directly but may help to get things moving at QQ.
Elle says
Hi all
Going to be pursuing a complaint against Drafty I know there is a different form to use.
When I first contacted them to set up an affordable payment arrangement they told me they could only put it in place for 6 months and then it would increase again.
I have contacted them again and they are saying that payment arrangements can only be in place with them for two years so your payment arrangement will increase after 6 months in order to ensure your balance is paid off in 2 years.
If someone is in financial difficulty and set up a payment arrangement, how can they justify increasing the agreed amount after 6 months? For purpose of this example I agreed to pay £50 a month but after 6 months they more than doubled this to £110!!!
Sara (Debt Camel) says
You may well have a case for unaffordable lending. Send then them a complaint – you could use the approach in https://debtcamel.co.uk/refunds-large-high-cost-loans/ and ask for a copy of all your personal data.
BUT you also have a complaint that they have treated you poorly when they knew you were in financial difficulty. This is a seperate issue – you could win the affordability complaint and lose the poor treatment complaint at FOS or win both or lose both.
It’s OK to send these as a single complaint but be very clear saying that you have two complaints, an affordability complaint and a complaint about poor treatment. I would label them (1) and (2) and for each say what is wrong and what you want them to do about it. The affordability complaint is the standard one – they should have known you could not afford the repayments and you want a refund of all interest added and charges.
The poor treatment complaint. Point out that the FCA rules CONC 7.3.4 R says a firm must treat customers in default or in arrears difficulties with forbearance and due consideration.. Say they were aware you were in difficulties and they should have asked you what you could afford, not doubled the amount without you agreeing. If they just upped the £50 to a £100 and took that from your account with no warning, you should ask for an immediate return of the extra £50 – you could also ask for an extra amount as compensation, say £100. And I suggest you cancel the CPA to them from your bank account so they can’t try to do this again.
Sue says
Hi
I have had a partially upheld complaint from Sunny. They agreed to refund interest paid by me from 11th loan (they are not agreeing the first 10 loans) and statutory interest so they agreed to refund around £600. They also agreed to write off another loan of £800 and pay interest from 11th loans of around £150. Would you say this is a good result? Im not sure if its worth it sending it to ombudsman? Thank you
Sara (Debt Camel) says
I am glad you asked, Sunny seem to be making a lot of not very good offers at the moment. Yours may be fine but it’s definitely worth thinking about this before you accept it.
How many loans did you have? Did the amounts tend to increase? Were there any gaps of more than a month between repaying one loan and taking the next one?
Sue says
Hi
I had 2 different types of credit. The first one i had 25 loans and repaid them all. They agreed to refund interest from 11th to 25th loan saying they should have checked after 10th loan if it was affordable and didnt. The second type of credit was different and i think i only had 18 loans and they agreed to refund from 11th to 18th loan. I still owe 4 loans which they agreed to write off. So they basically agreed to refund around £750 and write off £800. I phoned them to check if i will actually receive the refund and they are saying yes. So it seems that its not a bad offer but i dont know if FOS would uphold the loans 1-10 on both lines of credit or if they would agree with sunny or even give different decision and i would be worse off. What do you think? Thank you
Sara (Debt Camel) says
So you had 25 + 18 = 43 loans?
Did the second set of loans just follow on from the first set without a gap? All of about £300?
A typical offer from FOS if you have had 43 loans with no significant gap would be to refund 5-43. The number 5 could be different – if the first few loans were very small it could be larger, it could be 10 but it will normally be less.
Sunny can’t just say “the second set are different so we won’t refund the first 10 of those” – not unless there was a very large gap, many months, between the two sets of loans.
Do you know how much interest you paid on all the loans excluding the last 4 that still have a balance?
the 4 loans that are outstanding – how much did you borrow? Ignore interest. What payments if any have you made to these?
And they are offering to refund £750 in addition to the write off?
Sue says
hi
so between Nov 2013 and Oct 2014 I had 25 loans, the first ten were for amounts of £1250 all together. The interest paid from these was £331 all together.
I had no breaks in lending in this period.
this is what they sent me:
Although you were granted a number of draws, we note that taking into account all of your draws, you were charged interest for 12 months or less. We also reviewed the pattern of borrowing and can see there were no breaks in lending and it may have been prudent for us to have reviewed your pattern of borrowing and how you were using our products after we granted your 10th draw. Taking into account all of the above factors, we agreed to partially uphold your complaint from your 11th draw onwards. To put things right, we propose to do the following:
calculate the interest paid by you on your draws from your 11th draw onwards £294.70.
Pay interest of 8% on the above refund amount from the dates of payment to the dates of settlement which comes to £323.36. The total refund will be the sum of the above amounts £618.06. Amend your credit file by removing the credit facility.
this is the first loan
Sue says
this is the second loan
There was a break as the first loan was Oct 2015. This was a flexi loan I think, the amounts of first 10 loans was £2000 all together. The interest paid is around £700 paid in the first 10 loans.
Their letter says that they have no information to say that these loans were not affordable at the time. based on the extent of our initial affordability and creditworthiness checks we believe we are able to rely on until you were granted your 10th loan. However, we note that when we reviewed your overall pattern of borrowing, you were charged interest for 18 months or longer and there were no significant breaks in lending to you. You were also required to use a reasonable proportion of your income to make your contractual repayments. In these circumstances, it may have been prudent for us to review your financial circumstances and pattern of borrowing after we granted your 10th loan. We therefore agreed to partially uphold your complaint from your 11th loan onwards.
To put things right, we propose to do the following:
Calculate the interest paid by you on your loans from your 11th loan onwards (£64.66)
pay interest of 8% on the above refund amount from the dates of payment to the dates of settlement, which comes to £74.32.
The total refund will be the sum of the above amount £138.98.
As there is a balance outstanding of £847.10 we agreed to write off this amount so you no longer have any liability to us.
Amend your credit file to reflect the above.
Sara (Debt Camel) says
Have they sent you a list of your loans and the interest you paid on each? What they have written is very confusing. They seem to have calculated 8% interest at more than the interest being refunded, which cannot possibly be right.
Overall the amounts offered may not be too bad if there is a very big gap between the sets of loans and some of the early ones were very small.
Danny says
Hi Sara, need some help please!
I sent an affordability complaint to satsuma which they upheld. they have offered to wipe off outstanding loan and refund the interest i paid on previous 3 loans. they will also remove the last loan from my credit file which had defaulted. I have 2 queries:
a) is the email they sent me legal and valid (in case they don’t honour the offer- I was reading in some comments above). How can I make sure they actually remove the info from my credit file once i agree to withdraw my complaint?
b) something worrying is nagging me- despite my sar request (over 35 days old now) and many reminders, and despite them promising i will get it ‘soon’, they have not sent me my SAR data. I am not sure whats the reason, but i can guess a possible reason may be that 1 of the CCA’s had an erroneous loan amount in it, and they never sent a corrected one to me. Should I keep insisting for the SAR which is my right, or shud i just accept their offer and close the complaint?
Many thanks
Sara (Debt Camel) says
I would expect Satsuma to do what they said. In a few cases people have problems with lenders (eg Moneybox 247) not updating their credit record, but it’s incompetence and not deliberate. You can make sure by checking your credit record after about 6 weeks and seeing that it has happened.
If you have repaid the loans, what is in the CCA agreement is largely irrelevant.
How good is the offer? How many loans did you have? How much did you borrow for each loan? Which loans are they refunding?
Diddy says
Hi
Can I ask how long it took Satsuma to reply? I’ve only had a acknowledgement from them and am in week 6 and heard nothing since.
Thanks
Danny says
so they replied in over 8 weeks after reminders, and came back with final offer.
I had 4 loans over 3 years, last one was defaulted. total loans were £1800, i paid in total £1755. now i have to pay them £45 to bring up the total paid figure to £1800 which i have agreed to do, and in return they will remove last loan from credit file. but no SAR yet…
Sara (Debt Camel) says
If they are prepared to accept £45 so you only repay what you borrowed across all three loans, that is a very good offer.
Shabnam says
Hi Sara,
Do you know how long PAY DAY UP take with payments in bank!? After FOS upheld I hv bn emailing them & no response :( u hv specific email or contact pls. You knw if they may use PAYPAL as faster paymnt? I’m desperate!!! & awaiting years for this o/come!!
Anyone else dealings with Pay day UK refund???
M
Sara (Debt Camel) says
Sorry they aren’t fast, see the comments over on this page: https://debtcamel.co.uk/refunds-payday-uk-express-money-shop/
Sarah says
Hi Sara
Quickquid aren’t upholding my case – what can I do?
Thanks
Sara (Debt Camel) says
Can you say something about the loans you had from them – how many, getting larger, rolled…
Sarah says
I had one loan from them, £400 – paid back £754 all together – had numerous other pay day loans at the time and it was a massive struggle, borrowing again to pay back. The response I’ve had from them isn’t even clear as to why they are not upholding it :(
Sara (Debt Camel) says
Probably because they know that one loan cases are rarely won.
Sarah says
Is there anything I can do now?
Sara (Debt Camel) says
You can send the complaint to FOS, but unless there is something unusual about it – was £400 obviously a very large amount compred to the your income? – then this isn’t a strong case and you may decide it’s not worth the bother,.
Sarah says
Thanks for the reply – I was a student at the time and had multiple defaults.
So to make a claim you have to have multiple loans with the same company?
Thanks
Sara (Debt Camel) says
No, you can win one loan cases, but they are harder. If you had multiple recent defaults and told the lender you were a student on a low income then it may be worth taking this to the Financial Ombudsman.
Luke Lloyd says
Hi,
Has anyone had any dealings with Peachy? I have received a final response advising they will write off my balance and have offered me a refund of over 1k. They advised this payment would take 2 weeks and is in a queue to be paid. Should I be worried it’s not going through straight away? Thanks to this page been able to follow up multiple affordability complaints with multiple lenders.
Thanks,
Luke
Henry VIII says
Hi
I have put a complaint in to My Jar and they have not uphold my complaint. I did only have two loans with them. And my credit file would show a few pay day loans that i was repaying.
Loan 1: 07/05/16 loan amount – £100 – interest paid 10.40 Loan Closed 20/05/16
Loan 2 24/05/176 loan amount – £425 – interest paid – 242.75 loan closed 16/09/16
In anyones experience is it worth going back to MyJar and explain my credit file would show other active payday loans (i have supplied my noddle report when i complained). Or ask them to reconsider ?
Thank you
Sara (Debt Camel) says
Does your credit report show any late payments?
2 loan complaints are hard to win unless the loans are large or there were recent problems showing on your credit record – yours don’t look large, unless you were on a very low income? Other payday loans – were there a lot of current ones when you made the second application and how much did the monthly repayments ass up to?
Sarah says
I have sent pduk the step 1 template and had acknowledgement but no breakdown of loans and interest so have gone back and requested this again..I am now 6 weeks down and they have responded saying they are still looking into the complaint but as yet not sent me my breakdown and the attachment is titled rejection letter??
Sara (Debt Camel) says
they are just snowed under, understaffed and as a result incompetant.
JOJO says
Hi Sarah. Some good news. Sunny 12 loans. Partially upheld loans 7 to 12. Clear the £1150 I owed and clear from credit report. I thought I would try my luck….issued a few emails and a review on TP. I got a response back saying they reviewed my complaint again. Now agreed to uphold loans 5 to 12, again wipe my £1150 balance, clear all from credit report and a payment for £100. To be fair I was ok with having the £1150 clear but sometimes I guess you don’t ask you don’t get. All happy now and the £100 Will be used to wipe off another debt by £100.
2 creditors upheld. 8 to go! And some of them with the FOS.
I would be happy if they all just wiped balances from my debts……money back is nice but if you have a debt its nice to also have this cleared.
Thanks for all your help over the months Sarah.
I am in a better place now. 6 months ago I was in a terrible financial mess but now broken the cycle thanks to great advice here and my lifesaving DMP !!
Good luck everyone with your missions whatever they might be. Stumbling across this site saved my sanity 😊💚
gillian says
hi sara I ave just had a reply from the ombudsman for my claim for refund from mr lender after the adjudicator ruled loans 2 and 3 and 6 and 7 be refunded mr lender said they were willing to refund 6 and 7 I refused the ombudsman agreed with the adjudicator 2 3 6 7 to be refunded and 8 percent intrest so another 2000 pound refund thanks to you also to remove loan seven from my credit file so any one trapped in this payday mess please follow saras advise I have had over 20000 pound refunded in the last 2 years and even better I have not had to borrow anything since starting the refund process some take longer than others but the ombudsman is very easy and nice to deal with they do not judge you thanks again sara
Liam says
Hi Sara I’m just after a bit more advice please. I’ve had a final response from quidie and there’s a lot of information that I don’t properly understand. I had 5 loans, the first for £200 which I borrowed for 16 days and paid £15.84 interest. I then took the second loan of £300 11 days later and paid £66.76 interest. The third loan was £400 and taken out the next day, I paid £63.04 interest. Loan four was £300 taken out the next day and I paid £45.76 interest. Loan five was £200 and I still owe £131.09 which I am repaying through my DMP.
They have said “You cannot request from the FOS a refund of interests due to a lack of affordability as you never paid those interests in the first place.
You cannot imply that the payments to us trapped you in a spiral of debt, as you receive more funds from us than you repaid.”
In Conclusion:
This complaint has not been upheld.
However, because you always repaid in time all your loan before the last one, and you have entered a Debt Management Program, we are ready to waive the interest on the last loan, if you withdraw your complaint, we will reduce the open balance to £72.02 instead of £131.59 (based on £200 principle less £127.80 already paid). Repaying this amount will close your balance with us.”
Should I take them up on this offer, take it to FOS or send them copies of my bank statements at the time of my loans to show I was taking out loans from other companies to pay them then using their loans to pay other companies?
Sara (Debt Camel) says
On the figures you have given, they are wrong when they say: “you receive more funds from us than you repaid.”
You have borrowed 200,300,400,300,200 = £1400.
You have repaid 215+366+463+345+127 = £1516
I suggest you go back to them and say:
“Can you look at my loans again, because when you wrote “you receive more funds from us than you repaid.” that isn’t correct. I repaid the first 4 loans in full and paid £189 interest on these. On my last loan, I borrowed 200 and have repaid £127. So altogether I have borrowed £1400 and repaid £1516.
You should never have given be the third loan. It was taken out the day after I repaid the previous one and was for more, and the second loan had been more than the first.
I would be happy to accept you writing off my balance as a reasonable offer. OPtherwise I will be sending the case to the Financial Ombudsman.”
Liam says
Thank you for your help Sara, I’ve sent them what you said and I added that I could send them bank statements for the period of my loans to show that I was borrowing from other lenders to pay Quidie and vice versa so fingers crossed they’ll either ask to see those or will write off my current outstanding balance
Sam says
Hi, sent my complaints in around 6weeks ago to –
118
Sunny
Peachy
Satsuma
Only had standard responses. How could I maybe speed it up.
Thank you
Sara (Debt Camel) says
You can’t. You should get some responses in the next couple of weeks! Good luck.
James says
Deadline for Lending Stream to respond to the adjudicator was 30th April. I have an e-mail from Lending Stream saying they’ll definitely respond by this date. FOS say nothing received and they’ve extended the deadline by 7 days. I’ve sent Lending Stream another few e-mails and left a bad review on trust pilot but absolutely nothing back from them. I can’t believe they are allowed to just not respond. They’re also sending me constant e-mails saying I’ve failed my payment plan (which isn’t true).
I am making no more payments to them until this is resolved.
Sara (Debt Camel) says
Well if it has to go to the Ombudsman level, tell your adjudicator you would like some compensation for being sent to many wrong emails about your payment plan.
Holly says
Hi all ,
I am just re addressing my success with sunny and their £1,800 redress they offered me.
Back in February I used a claims management company to check if I was eligible to make a claim for Ppi also I e signed an agreement and selected some pay day loans they look into for people.
The point is I completely forgot I had done this and that company are taking £600 of my money for their fees to obviously I am gutted about this but still my own fault.
Just wanted to make people aware of this and to be careful what you sign .
Sara (Debt Camel) says
Are you saying that although you ticked a box for the CMC to handle a payday loan reclaim to sunny, you did all the work and they didn’t actually do anything?
Holly says
I think technically they did do the work for me , I had started my resolver claims and templates only recently.
I didn’t actually have to do anything I simply ticked a box e signed the agreement and that was it .
A bit gutted but still got a result it’s a shame I saw this blog to late to do it myself in the first place !
Never mind :)
Mr C says
basically over a set period I had 17 loans with sunny and paid back £12,738.49 they said because I had a break in lending from loans 13-14 they are only going to pay me back the interest from loans 14 onwards.. they are offering me £1,725.52 including interest, should I accept this offer?
Many thanks
Sara (Debt Camel) says
how big was the break? How much interest did you pay on loans 1-13 and over how long a period were they? Did the amounts you borrowed tend to go up?
Mr C says
26/02/2016 – 05/07/2016
So just over 4months break
If I’ve worked it out right it would be £2030.86 and from 08/02/2016 – 29/02/2016
They didn’t all go up every month but overall they from first loan to last loan there was a rise yes
Mr C says
Sorry the 08/02/2015** – 29/02/2016
Sara (Debt Camel) says
The chances are that you would get quite a f w more loans refunded if you take this to FOS. Whether it would start at loan 4 or 6 or 8 will depend on the details of your case, but Sunny’s offers are often pretty poor at the moment.
Henry says
Hi
I have had a response from Swift Sterling today. And they are not upholding. However as s gesture of goodwill they will be removing my most two recent loans from credit file.
I had the following loans with them:
Loan 1 – £175 on 11 Feb 2017, repaid on 23 Feb 2017 – total amount £190.52
Loan 2 – £150 on 25 Feb 2017, repaid on 6 Mar 2017 – total amount £159.60
Loan 3 – £175 on 15 Mar 2017, repaid on 17 Mar 2017 – total amount £175 (i didn’t require the money in the end so i paid it back)
Losn 4 – £250 on 17 August 2017, repaid on 19 Jan 2018 total amount £497.13
Loan 5 – £300 on 26 August 2017, repaid on 9 Feb 2018 total amount £600
Loan 6 – £200 on 4 Mar 2018, repaid on 25 May 2018 total amount £311.22
Loan 7 – £200 on 26 May 2018, repaid on 9 Nov 2018 total amount £270.40
Loan 8 – £375 on 27 May 2018, repaid on 26 April 2019 total amount £750
I did send my noddle credit report it would show through out the time I have had loans with them i had several other payday loans with various lenders.
They have stated I paid 5/8 loans early before the maturity date – which I did. Also based on third party credit checks they were affordable. So therefore they will not be upholfing.
I know they have issued their final response would it be worth pointing out what I have stated above and ask them to reconsider before going to FOS?
Thanks
Henry
Sara (Debt Camel) says
The fact you paid some loans back early doesn’t mean they were affordable if you thne borrowed again soon afterwards.
There is a big gap between loans 3 and 4 though. So FOS isn’t likely to think they should have looked closely before giving you loan 4.
However loan 5 was only a few days later and took your total borrowing to 550 – more than 3 times what you had previously have borrowed. I think you should argue that they should have stopped there and looked very closely> I suggest you say to them they shopuld not have given you loans 5 onwards and list all the other payday loans you had when you applied for loan 5.
Tamara says
Hi
Regardless of result ,I just want to thank you for all the information.I don’t know if I would be able to gather it by myself : )
I sent claims to pay day companies I borrowed from ( on 29.04.2019) I had the answers almost from all of them ( QQ of course didn’t agree with my complain as it was 2011/2012- however last loan was paid off on 26.04.2014 and I paid £ 1090.22 interest -borrowed £ 700 on 28.02.2012 ) and I’m going to make my complain to Financial Ombudsman about that.
thanks again
Tamara
Elliott says
Hello Sara,
I have started my complaint process to 13 company’s, myjar were the first to give me a final response. They have upheld 5-8 of my loans out of 12 loans total, interest paid on the 12 loans is approx £3300. They have offered to redress £330. I have replied saying I wasn’t happy with the outcome and would have settled with a higher redress as more than 4 loans were unaffordable. Shall I wait to see if they will review it and then go to the FOS?
Thanks.
Sara (Debt Camel) says
As you have gone back to them, you may as well give them a week to reply. Myjar will sometimes listen and change their mind.
Big dee says
Does anyone know who w/loan processing were on my statement from 2012? They were taking regular payments
Michael says
They were tooth fairy who went into Administration
Jenna says
Can I ask for the unaffordable loans to be removed from my credit report even if there aren’t any defaults or missed payments?
Sara (Debt Camel) says
Well you can ask, but the Financial Ombudsman only says to delete negative information. Some lenders delete the whole loan, some lenders just delete the negative info.
But unless these loans are in the last year AND you are just about to apply for a mortgage, having settled payday loans on your credit record doesn’t harm and may actually improve your credit score. So not much to worry about.
Glen says
Hi All,
Slightly of tangent. Does anyone know how long the StepChange charity takes to setup the DMP? And then how long it is from initial applicaiton to when you make your first payment?
Thanks
Glen
Liam says
I have a DMP with PayPlan and once I had sent them all my information (income/expenditure and debtors) they called me to go through everything then I started paying them on my next payday. The debtors may not reply straight away to stepchange but they will take the agreed amount anyway and hold it until they get confirmation from your debtors. It’s really simple and I feel like an idiot for not starting it sooner rather than letting my debt spiral.
Brian says
I’ve just received an email from an adjudicator who’s told me they’ve picked up my complaint and will be looking into it.
They’ve asked for any additional info etc – although I’ve sent through all necessary information so shouldn’t need any more.
Could anybody share any detail on what the realistic time frame on me hearing back now it’s been picked up by an adjudicator? Is it reasonably sharpish from here or is it 4-6 months from the adjudicator picking it up?
Thanks in advance for any help!
Louise says
Hi Sara,
The FOS has picked up my case for PDL Finance and they are asking me to provide my expenses for the time I took out the loan. The problem is that at this point, I was gambling and drinking heavily and really had no handle on my finances. There would have been money coming in and out from “winnings” and other payday loans but they weren’t really income streams as such.
Shall I just fill out the expenditure as best as I can and explain my difficulty in completing it? The adjudicator will be able to see very clearly my problems from the bank statements.
Thank you,
Louise
Dan says
I was in the same position.Be honest tell them what you should have paid or did for everything that you pay out for.emphasise you were behind with these payments .Your gambling and drinking will be evident in your bank statements.explain them to adjudicator they don’t judge.
L says
Hi Sara,
Some advice if you can…
I’ve had through my final response from Peachy for loans from 2016 and ending in 2018 because a repayment plan. They’ve upheld loans 4-15 and will refund interest plus 8% – they’ve calculated this to be £503.75. When I questioned this figure they said…
We would like to note that our offer already included the 8% statutory interest.
The interest paid on loans 4-15 was in the amount of £469.93 and 8% statutory interest is an additional £33.26, thus bringing the total refund amount to £503.19.
Firstly, I’m confused as 8% on £469.93 isn’t £33.26 it’s £37.59
However, loans 4-14 primarily happened in 2016 with the final loan lasting till 2018 with a payment plan sent up. Am I right in thinking they need to calculate the 8% annually from the date each loan was repaid or are Peachy correct with a standard 8% on all of it?
Is this common from Peachy? Or is it a genuine error or they’re pulling a fast one?
Regards,
L
Sara (Debt Camel) says
I haven’t seen any detailed calculations from Peachy recently so I can’t tell if it is common. But it is certainly wrong! I suggest you point out that the 8% interest is calculated for each loan separately and is 8% per annum, not a flat rate.
Ross says
Hi Sara,
Quick question, if I may please. Myjar have had my complaint for 51 days now. However, they are saying it’s not that long, as weekends don’t count? Is this true?
Many thanks
Sara (Debt Camel) says
haha. Nice try, Myjar. Tell them the case goes to FOS on Monday if you haven’t had a suitable offer by then.
Ross says
Thank you, I thought I was going bonkers for a minute? Original acknowledgment date was 20th March. When do you think it’s time to refer to FOS please? My brain is shot to pieces with these clowns. Thanks.
Joseph says
Ross, Myjar tried to do this to me as well. I remember ringing my adjudicator and asking them this question, they said the same as Sara, don’t listen to them.
L says
Thank you!
Just checking I was right, I’ve since emailed.
Here’s to hoping they don’t make it any harder!
L says
They’ve amended and given the correct figure, far too many emails to get to that point but hey ho it’s done!
Nicki says
An update on my complaints if it helps anyone:
Have had complaints starting 18th March 2019 with SNC, PiggyBank, MrLender, MyJar, Sunny, 247Moneybox and the ongoing WageDayAdvance.
SNC = WON £2398 (partially going to clear balance on DMP) replied in 7th week, very easy to deal with
Sunny = £774 Partially upheld with 8% statutory interest included (as with many comments, they ignored the first 12 months of loans but I am currently in a DMP so taking the offer to clear debts quicker. Replied 8 weeks to the nose.
247Moneybox = Someone called Abel assigned to my case. Initially replied very quickly but not a peep since, will be chasing up as final week.
MyJar = Same as 247Moneybox
PiggyBank = (Literally just received final response writing this) partially upholding loans 4-10 = £94.50 no including any statutory interest….Sara should I argue this?
MrLender = Rejected. Emailing with extra evidence to reconsider and left bad Trustpilot review, they are investigating further.
I cannot thank Sara and everyone here enough for all the advice so far! It has already made a massive difference to my life and stress levels.
Sara (Debt Camel) says
“partially upholding loans 4-10 = £94.50 no including any statutory interest” is that the correct amount of interest, as it sounds very low for 7 loans – were they all either small or only for a few days?
Alice says
I’ve had success! Thank you Sarah!!
In July last year I sent initial refund complaints to Wonga, WDA, payday express, lending stream, quick quid, pounds to pocket and myjar. These are historic and dated from 2008 up to 2017 when I finally paid the darn things off. Everything was rejected and sent to the FOS in September 2018, the first claim to be dealt with there has been MyJar for which the adjudicator ruled in my favour. Myjar have agreed with their ruling and will be refunding me £1500! I’m over the moon especially considering the loans are old. This is also my smallest claim so I’m feeling really positive about the others (well, except Wonga and WDA..)
Thank you for this website Sara!
Harry says
Just thought I’d leave an update on how my complaint with FOS has been handled.
Submitted to Ferratum: 26th February. Borrowed: £11,150. Paid back: £14,220. Interest of £3,563 over 19 loans (30 consecutive months)
March 25th: Ferratum rejected but offered £450 goodwill – rejected and sent to FOS.
April 3rd: FOS 1st acknowledgement.
April 16th: Bank Statements & Credit report sent to FOS.
May 7th: Adjudicator picks up case and calls me – expect a 1 month turn around in answer.
Any questions please ask – I guess I’m lucky how quick this has been picked up.
Dannyboy says
Yes you are lucky .Ten months and just picked up one out of eight complaints.Quick quid 6 months waiting on adjudicator.Total lottery.seems a very low interest on that amount of borrowing was it few days only before repayment each time? Not even 20per cent.
Siobhan says
The same happened to me, picked up by an adjudicator in less than 3 weeks. Ferratum must be easy for them to deal with as my others have been with the FOS since last November and I’ve heard nothing!
Joe says
I’m 9 months in at the Fos now. Nothing particularly special about my complaints, all within 6 years, business sent their file 1 week after I sent all my info.
My complaint is with Cash Converters.
Harry says
Yeah the loan interest is correct. I often paid £200 a month on monthly loans and £400 on the longer term loans (3/4 months).
Totals about £3.5K am hoping to get back about £3.2 + 8% interest although I can see Ferratum just allowing this to go all the way to Ombudsman to be honest as they haven’t been supremely helpful throughout the process.
It looks like it’s only 20% but that’s still massive!
Nicki says
Hi Sara,
I repaid them back earlier, hence the low interest. It is right from my calculations as I sent them a spreadsheet to.
Sara (Debt Camel) says
In that case the statutory interest will be a really small amount of money. you can argue with them but it may not be worth the delay to go to FOS for this.
Ross says
Hi Sara
I currently have 4 complaints with FOS for payday loans.
2 have been answered around about the 5 month mark and the 3rd one is about to hot the 6 Month stage without answer. Is it wise to call / chase these up with FOS or is there no real point and it’s just a waiting game?
Thanks
Will says
Hi
I accepted an adjuticator decision last month against PDUK. The 28 days for payment has now passed and the company cannot give me an answer on when the payment will be in my account. Has anyone else experienced this? Any help or advice appreciated.
Angela says
I am also waiting for PDUK to contact me following them agreeing with adjudicator. Has anyone got an email address so i can chase them up. I have been waiting 3 weeks
Will says
I’d give them a ring if you haven’t passed on bank details yet. 01903768769. I did this over a month ago and was told I would have to wait no longer than 28 days for the money. This has passed and they are being deliberate unhelpful.
GM says
PDUK are a nightmare to deal with and never, ever comply with any deadlines. These companies are not subject to any penalties for missing deadlines, so they do as they please.
When I first complained with them, they only issued a final response after nearly 14, nearly double the time stipulated by the FCA.
Only way is to chase them to death.
My complaint with the FOS was started over 5 months ago and its been 8 month since I first complained to PDUK.
M says
Oh no :( did u eventually get refund: how/wat process?
M
GM says
Not yet as PDUK is disputing the claim as it is over 6 years old, so it’s at the FOS’s jurisdiction team.
M says
Hi
I’m in same frustrating situation.
FOS upheld complaint & awaiting payment: was informed to email customerrelations@themoneyshop.co.uk
That I did & still no response/notification that received- no way to tell :( also calling cust service & just told ‘to wait’. This FOS complaint ongoing since 2018!
Has anyone (miraculously) been paid by PDUK???
Will says
When did you get the decision? How long have they kept you waiting for payment?
M says
Got PDUK to agree refund on 3rd May (after 1yr of waiting bk & forth from FOS).
You/Sara: knw if there is *anything I can do for them to speed up payment process as in rent arrears & landlord threatening tenancy orders! :(
Can’t wait months!!!?
Will says
I agreed mine at the end of march and I’m still waiting so don’t get your hopes up. Can anyone help with the wait time?
gloria richards says
i asked for statement of loans interest and total repaid from Oakham today, using your template. To then read they are in administration what does that mean for my request
i have had loans and top up continuously from 2006
I am on benefits
Sara (Debt Camel) says
It means there will be a limited amount of money that can be paid on refunds. As someone one with a complaint against Oakham, you may be an “unsecured creditor” of Oakham, and you may be able to get some of your refund back, but it may only be a small proportion. Or if could be a large proportion, sorry I don’t know what is going on with the Oakham administration.
I suggest you contact the administrators, say you have an affordability complaint against Oakham and ask how they are proposing to decide these complaints as you may be an unsecured creditor.
R says
Hi all, I’ve won my case against Lending Stream via the FOS. I’ve been contacted by them on Monday about them processing the refund, they explain in their email that it’ll be refunded in 28 days.
This is a snippet from their email to me:
“We confirm that the refund has now been initiated and we will process the settlement in 28 days from the date of acceptance of the offer provided“
I appreciate and understand that there is 28 day window that they can refund in but was hoping to hear of anyone else’s success stories that resulted in a refund being processed sooner than 28 days, in the back of my mind there is a part of me thinking that I’ll get the refund on the 28th day of accepting the offer.
Any advice is appreciated.
Thanks
W says
I waited around 14 days.
Neil says
Hi R ,
I have just had my case picked up by an adjudicator, therefore I’m not sure about the answer to your question but I have a couple of questions which hopefully you can help me with.
Did lending stream agree with the FOS at adjudicator or ombudsman level and I hope you dont mind me asking , how many loans were there?.
Thanks
R says
Hi Neil,
Good news with you case been picked up by an adjudicator. Mines was picked up by an adjudicator and a case file was sent to Lending Stream from the FOS. The FOS did state in their case file that they would consider any evidence from LS if they felt it was relevant and if so it may go to Ombudsman level. LS came back and agreed that 28 loans were not affordable and agreed to refund. Took LS 14 days to respond to the FOS assessment. They requested an acceptance form to be signed which can take some time going back and forward to get processed. I got the form from the FOS, scanned it and sent it back on the same day, Friday. The following Thursday I had to contact LS to see if they got it and they didn’t, had to contact the FOS to get them to send it through and then contact LS again to as if they got it and they confirmed they did. Just awaiting the refund being processed now.
Thanks
Si Lad says
My loan has been sold to by 118money to a debt collection agency. Can anyone tell me if I will be able to pay the same amount each month that I was paying now debt is in hands of debt collection agency??? Need peace of mind as worried about this.
Joseph says
Hi Si,
Best thing I would say is to ring up the company who has your debt and make a payment arrangement that works for you. Explain to them that you’re in difficulty (if you are) and they should be sympathetic to your situation. Have you put in a complaint about this? Was this loan unaffordable?
Sara (Debt Camel) says
Hi Si, if you haven’t yet complained, see https://debtcamel.co.uk/refunds-large-high-cost-loans/ which has a better template letter for 118 which has a slightly different approach to the normal payday loan one.
Si lad says
Joseph/Sara
Thanks for your replies. I appreciate it. I havn’t made a claim for this loan. But based on what has happened it most definitely was unaffordable. I have made claims for payday loans previous and won. The template letter looks great as the approach needs be different with a loan v payday loan. I’ll get onto it today. Get the ball rolling. Thanks again.
J says
Hi Si – is the agency Lowell? If so, you will probably be fine. 118 sold my debt to them and they are really helpful and I repaid initially at exactly the same amount as before. They were all about agreeing affordable payments so if it’s a struggle just be honest with them, go through all your monthly expenditure and agree a realistic amount. After the nightmare of dealing with 118 who were horrendous, Lowell were great and knew what they were doing. Good luck and try not to worry. J
Si lad says
J,
Not sure what agency it is as awaiting letter from them. 118 told me it has been sold but wouldn’t say to who. Didn’t want to help me. Hopefully it is Lowell. As it seems they gunna be reasonable based on what you said. Thanks for that. I’ll keep you posted.
J says
Hi Si – the same happened to me and the letter took ages to arrive … apparently not a simple process for 118 but they made everything difficult. Lowell then sent a notification that they had bought the debt and I called them straight away and explained that I wanted to set up a mutually agreeable solution. They responded really well so maybe worth trying this approach – all they want is to set up an affordable arrangement and as long as they receive the payments as agreed they will be no bother. Another thing worth noting is that I needed to change my payment plan a couple of times and they were fine about it as my payments were always up to date. Finally, 118 were terrible for not updating my credit file (Lowell were fast as doing this so no issues) so make sure that once the loan is sold that 118 update your file or you will end up chasing them for weeks or even months. J
Liz says
Hi Sara
As you may know wageday advance have gone into administration so my case through fos has been reverted back to the administrators. They have replied and said I’m not due a refund for unaffordable lending but can fill out a redress form which is downloadable and appeal that way. I have downloaded the form but don’t quite understand how to fill it out. Is there any advice you can give how to do this?
Many thanks
Sara (Debt Camel) says
Yiu need to workout what loans you think should be refunded – don’t say all, think what the Financial Ombudsman might do – then work out the interest paid on those and the extra 8% interest and write a short explanation of why those loanseshoukd be refunded.
Ross says
MyJar have just come back to me, with a final response. After a lot of waffle, about different checks on certain dates, they have offered a paltry amount and said they would offset this against my outstanding loan, which still leaves a balance. However, they’re still wanting the interest on the final loan to be paid? I have gone back to them and asked them to remove the interest, from the final loan, offset the redress against the small capital amount owed and refund me the rest. Does anyone know if MyJar are any good at negotiating/compromises? I really want to avoid going to the FOS, if I can?
GM says
From personal experience, they’re not. I tried to make my point, including doing a spreadsheet with my calculations, but in vain. They stand by their word, so I sent to the FOS.
It’s been with the FOS since Oct 2018, but since more than half of the loans are more than 6 years old, it’s taking a long time and it hasn’t been picked up by an adjudicator.
Ross says
Thanks GM,
They have partially upheld my complaint, but I have told them it’s a no. I have offered them a compromise. If it does go to the FOS, they will be paying the FOS fee and I am sure that, if I didn’t win my case, the FOS will tell them to pay the original offer anyway, so we shall see if they can do the maths?
GM says
I had the same situation with a partially held complaint (1 loan out of 20) but telling them about the FOS fees, etc won’t even tickle them.
You cant try to negotiate, but they wont do it, so end to the FOS asap.
c says
Great news…….
Just had £13,946.93 in to my account from Quick-Quid
Response as per below after the ombudsman agreed with the adjudicator
· Refunded interest and charges £10,212.37
· Interest at 8% simple £4,668.20
· 20% tax withholding on interest £933.64
· Amount paid to your account £13,946.93
In addition most loans are being removed from my credit file.
In total, over the past 15 months, I have received back a Total of £45,411.12
£45k is astonishing, especially when I took lower offers from several just to get them closed out. This was the last of my complaints and happy to draw a close now.
The breakdowns returned are below.
Quick Quid £13,946.93
My Jar £4,452.63
THL £2,052.88
Money Shop £3,174.14
Mr Lender £6,216.70
PDUK £5,652.49
PD Express £7,809.15
Wage Day Advance £536.08
Sunny £1,570.12
All the best
C
GM says
Wow… bloody well done!
More than £45k in refunds. I wonder how much you borrowed in total.
how long did you start the complaint process and were many of them over 6 years?
C says
Thanks GM
In total I borrowed £71’961.69 since 2011, however, the borrowing started in 2009 but I couldn’t get all statements back to then, so the figure is short of the actual if that makes sense.
From the same statements, I paid back £115’884.85 in capital&interest.
All from January 2011.
From the QQ figure, I left 9 loans over the 6 years to speed it up. These were large £1400 loans over 2 years, so I could’ve waited for a few extra £k via the ombudsman, but wanted to get it closed out. Plus, having £45k back in total, I certainly can’t complain and iam debt free and just moved in to a new house on Friday.
Cheers
ClaireR says
Wow, Congratulations,
That is a fantastic result.
My Pay Day Loan Totals were about £22k, Shocking when you add them all up.
Sent my complaints in between August – October 2018.
2 are with the Ombudsman awaiting final decision after adjudicator rejected them.
The rest (another 3) are still awaiting allocation.
Turtle00 says
Hi Sara,
Firstly, great content here, thank you.
I have started my process in the last 3 weeks with a number of loan providers. So far I have just had back confirmation emails from them.
Thought I would ask you what you think my chances of a refund are. My largest interest paid was to Mr Lender. This was £4k over 9 loans 2014-2017. I have several other pay day/installment loans active when taking out these loans and have had repayment problems (late payments and arranging reduced monthly payments on some loans) which has affected my credit report.
06/2014 280
06/2014 680
09/2014 980
03/2015 1000
04/2015 1000
05/2015 1000
07/2016 250
09/2016 1000
02/2017 1000
My second question is re 118. I had 2 loans 2015-2017 for £1k and £2k. Again, several other loans active when taking these 2 loans out (which were on my bank statements they were given at the time) and some late payments with rearranged monthly repayment amounts. Total £2.2k interest paid to them.
Many thanks
Sara (Debt Camel) says
That’s aot of borrowing but I can’t tell have big the gaps between the loans were. Any repayment problems should have made Mr L more likely to decline the next loans.
Re 118, hav eyiu used the template over here https://debtcamel.co.uk/refunds-large-high-cost-loans/ ?
Tom says
Hi
I had a non uphold reply from uncle buck today. They have stated my loans were affordable based on affordability criteria.
I had the following loans
Loan 1 – 06/05/2018 loan amount £200 total repaid £293.92
Loan 2 – 16/07/2018 loan amount £800 total repaid £1186.33 – this loan was repaid in April 2019. I phoned to set up an alternative arrangement plan which allowed me to clear the balance.
Would it best to go back to them ? Or send it straight to FOS?
Many Thanks
I have always had other payday loans whilst I borrowed from Uncle Buck. I did send my credit report but it seems they haven’t looked into it.
Sara (Debt Camel) says
I think that’s worth sending to FOS as the second loan was so much bigger. UB don’t usually negotiate, you can try if you ike but just end the call if they are unpleasant.
Keith says
Hi Sara I had 21 loans with textloans(my jar) over 12 month period . I borrowed £5900 and repaid £7130. Do I have a good case if I try a irreposible claim
Sara (Debt Camel) says
Yes – that sounds like a lot of borrowing over a long period.
Kevin says
Hey guys,
I have gotten my result from Sunny and they’ve partially upheld my complaint and are willing to refund the final 3 loans I had with them, a result I am happy with. Difficulty is they’ve stated as they’ve sold the debt on they’ll get in touch with the debt collectors instead. I actually paid off the debt collector in full in 2018 so I’m not sure what is meant to happen next – do the debt collectors act as a middle-man for the refund or do I need to do something to confirm I have cleared the balance in full to Sunny?
Sara (Debt Camel) says
If they have said they will get in touch with the debt collector you can leave this with them. I suggest you chase if you haven’t heard anything after a few weeks.
M says
Hi Sara/all
Anyone had dealings/refunds with MONEY BOAT? How do they tend to comply?
I’ve had bout 6 loans (range 100-500) month to month rolling grr! & defo so much hardship/pressure :(( as with many other pay day loans.
I Calculate interest paid to be £634 but hv £500 outstanding.
Likely that IF upheld: MBT may subtract 500 from interest paid? Leaving £134 for my refund? Also how wd 8% int be calculated on this? I started loaning since 2017 to May 2019.
Also.. is it the case that every pay day loan that IS complained about CLOSE your accnt FOREVER??
Advise be helpful.
Thank you!!
M
Sara (Debt Camel) says
They are a small lender, not enough cases to be able to generalise.
The last loan – you borrowed 500, have you paid anything to this?
M says
Not paid anything towards this 500 loan 1st payment due end of this month & wil struggle to pay bk £196 instalment :(
Calculations above, dnt include this 500 balance.
Feel at lost with self/all!
🤷🏽♀️🤷🏽♀️😭
Thanks for response
M
Joseph says
M, I’ve just had a complaint upheld with money Boat. I only had 1 loan for £500. Best thing to do is contact them to say you’re in difficulty and set up a repayment plan which you can afford.
Turtle00 says
Hi Sara,
Dates below loans from Mr Lender;
18/06/2014 £283.00
26/06/2014 £683.00
30/09/2014 £983.00
24/03/2015 £1,000.00
24/04/2015 £1,000.00
02/05/2015 £1,000.00
21/07/2016 £250.00
23/09/2016 £1,000.00
17/02/2017 £1,000.00
Re 118, yes I used the template.
Thanks
Sara (Debt Camel) says
Yes but because some were instalment loans I can’t guess when each ended. What matters is the “gaps” between repaying one and taking another out.
Do you know which loans you had late payments to? Which you had a repayment arrangement for?
You obviously have a good case for some refund, the question is is exactly which loans should be refunded. I will be surprised if Mr Lender doesn’t offer you some amount but sometimes their first offers aren’t that good. Come back and ask if your not sure?
Turtle00 says
18/06/2014 £283.00 – 25/6/2014
26/06/2014 £683.00 – 30/9/2014
30/09/2014 £983.00 – 20/3/2015
24/03/2015 £1,000.00 – 23/4/2015
24/04/2015 £1,000.00 – 29/4/2015
02/05/2015 £1,000.00 – 19/12/2015
21/07/2016 £250.00 – 14/9/2016
23/09/2016 £1,000.00 – 20/01/2017
17/02/2017 £1,000.00 – 19/12/2017
Many thanks
Turtle00 says
Loans 6 and 9 I had to arrange a new payment plan with them for lower monthly amounts.
Sara (Debt Camel) says
That’s a very strong case then
turtle00 says
Well Mr Lender came back to me this evening. They have offered me £50 Tesco voucher. To confirm, this isnt a joke.
Elle says
Hi all
Sent complaints to QQ, ferratum, sunny and satsuma on 20th April. So far the only one I have had absolutely no acknowledgement of my email from is sunny. No standard automatic reply email, absolutely nothing. Is this normal? I am surprised as previous handlings with sunny I have found they have always been the quickest to reply. QQ I have sometimes had to send up to ten follow up emails before I get a response!
I have emailed them again asking them to acknowledge receipt of my first email
Sue says
Hi
I emailed sunny saying i accept their offer on monday so assume they would have received the email on tuesday. I still have not received an email back saying they received my email and they will process my refund. How long does it normally take? They told me on the phone the refund takes 3-5 days to process but i would have expected this to be from when i accepted the offer ir is it when they actually acknowledge the email? When i ring them they dont seem to be able to tell me anything. Thank you
Holly says
Hi sue ,
I had the same sort of situation with sunny I called sunny yesterday to tell them I have had no response from their customer relations team ragarding me accepting the offer , whilst I was on the phone they put me on hold and the person from sunny said he would message them whilst I was on the phone which he did, he then told me the money will be in my account by close of business today . So I would advise giving them a call again hopefully you can speak to someone more helpful .
sam says
SUNNY ADVICE PLEASE-
my sunny complaint has been going on since mid 2017!! so nearly 2 years. they wiped off my debt but I still sent to FOS. adjudicator agreed with sunny but ombudsman has overwritten and upheld loans 5-26. instructing sunny to refund and remove from my file. the decision I accepted last week, giving sunny to resolve this with me within 4 weeks.
they haven’t been intouch in any way through this process, are they going to drag there feet paying now??
its been a long slog, any advice welcome
Sara (Debt Camel) says
Long slog – glad it is a good result at the end.
John says
Hi, I’m just sending a complaint to Peachy, and they have come back asking for bank statements, payslips and any other evidence from the time I had my loans with them to help them make their decision.
I have telling them I won’t be providing them with this info and to conduct their investigation without this information.
Am I within my rights to do this? I am assuming if the complaint is not upheld and I go to FOS that they will possibly ask for this anyway, but I was just reluctant to supply peachy with this info.
Ross says
Morning John,
You do not have to supple this info, to Peachy, if you don’t want to and as them to assess your complaint on the information they already hold. You are correct with reference to the FOS requiring these details, but they will generally ask just for your credit report and bank statement(s) for the period required. They seldom ask for payslips, to the best of my knowledge. Hope this helps?
SimonB says
CASHASAP advise please
I have recently made Affordability Complaints to a number of lenders in the last couple of months and have successfully received refunds from Peachy, NextCredit, MyJar, Ferratum and MrLender from payday loans dating back to 2013 and 2014.
From 2015 onwards I have used loans from CASHASAP along with borrowings from SNC, Credit Cards and Unsecured Loans. I have made an Affordability Complaint just over a week ago – despite there complaints policy stating they will acknowledge complaints within 3 business days to date I have not received anything – I have resent the original complaint and also cc info@cashasap.co.uk as I want to refer to the FOS at the 8 week stage if they don’t uphold my complaint as this will be one of my biggest claims, my borrowings are 50+ loans totalling £16,000.00 over a 4 year period.
Would like to here of any success stories from anyone who has been successful with claims from CashASAP as they are one of the smaller sized lenders.
SNC – still to make a complaint as I am still using the facility, but once this is paid off I intend to make a complaint for borrowings of £25k over a 6 year period.
Sara (Debt Camel) says
CashASAP – small as you say. Some people have reported unpleasant to deal with. It sounds like a very strong claim, send it straight to the Ombudsman unless you get a good offer. Don’t get put off.
SNC – cancel the CPA with your bank and put your complaint in now! You don’t have to have paid this off.
SimonB says
Thanks Sara.
I intend to pass to FOS at 8 week stage if they don’t respond or propose a realistic offer as all the loans have been taken out within days of repayment of the previous loan. Looking at the FOS website a number of complaints have been upheld against APFIN Ltd (Cashasap) with similar stories to me.
I’m putting my case to SNC next week – I have repeated borrowings from them since 2013 – so hopefully they will propose some offer. Probably willing to accept an offer between 1k-2k + statutory interest.
Ade says
Ive emailed them 5 times and rang them to try and get my summary of borrowing this is over 4 weeks. Not heard nothing back. Seem to be ignoring requests.
Lisa G says
Hi Simon. I had 8 small loans with CashASAP within 6 months. They offered a redress of £66, I argued and settled at £90. I think I only paid something like £150 in interest so was happy with that.
SimonB says
Thanks Lisa – as i have borrowed approx £16k and paid £2.6k in interest in the last 5 years i am hoping for an offer of refunded interest on at least half of the loans + statutory interest, if not i will refer the complaint to the FOS.
Beth McLeish says
Myjar – Hi everyone, I put a complaint in against myjar through a claims company in mid April. I took out a new loan on 29th February and first payment of £375 went out on the end of March. My April payment wasn’t taken, and on checking my account online it is saying my next payment is due on 12th July for £274 (£100 less per month) and has been extended until November? Can anyone explain. What is happening here as I’ve had no correspondence (apart from the claim company requesting bank statements to give to MyJar) and I do not want to poke the bear!
Many thanks in advance for your help.
Ross says
Hi Beth,
MyJar did this with me, after I sent them a complaint. They put me on a ‘repayment plan’ and lowered the monthly amounts due, without asking me first. I asked them to revoke this, and to remain on the same payments as I had been paying. As I kicked my gambling habit, back In January this year, I was in a much better position to keep paying the required amounts without the need to borrow elsewhere, as I was when I still had the habit. They confirmed that they had revoked the ‘agreement’ and put me back to where I was originally. Hope this helps?
Beth McLeish says
Thanks Ross, have you received any redress from them, and if so, how long after they did this did it take?
Ross says
Hi Beth,
They sent my final response, yesterday, after nearly 7 weeks. They said they would only uphold 4 of 18 loans taken out since 2017. I have a balance, on my most recent loan, and they were looking to offset the redress against this loan, still leaving a balance, but the interest was still payable. I went back with a compromise, to rid myself of the final loan, by having the interest removed and the redress being used to clear remaining capital owed, along with a modest refund, but they’ve not come back to me. Interestingly enough, they have still applied their redress ‘offer’ against my existing balance, which I have already refused. The case has now gone to the FOS. They could’ve made this so much simpler, by agreeing to what I requested, but it’s obvious they want to make it as difficult as possible!
Turtle00 says
Hi Sara,
Another question for you if I may.
One of my affordability complaints is with Satsuma who I had 2 loans with (1 still active). I’ve had trouble repaying this second loan with them so rearranged the monthly payments to a reduced amount however I noticed on my credit report they are reporting payments as late (because im not repaying the original repayment amount each month) even though I am making the agreed lower amount repayments. So my report currently says 3 months late even though im making monthly payments.
I’ve had several loans from several providers which I’ve had to arrange a new repayment plan for a reduced monthly amount with but never has it been reported on my credit report like Satsuma are reporting it.
I complained about this several times to Satsuma who are not budging and say this is the correct way of reporting it (which i disagree with).
I have the final response on this from them (I complained about this problem before my affordability complaint) so Im just wondering what your opinion on this matter is.
Many thanks.
Elle says
I have the same problem they are reporting my Payment plan as late too! Killing my credit file as it is going to take me years to pay it off as it’s 1600 balance and I pay 50 per month! So for every month I look like I have made late payments! So angry at myself for getting into this mess with these sharks
Reen says
Hi Sara or anybody who can help me. Please can you tell me if the information required by the adjudicator do I have to send all default notices, initial agreements, letters from outside agents and subsequent correspondence from agents to the FOS. I am just collating all the paperwork for next week about LS and there is so much correspondence I wasnt sure how much they actually require. Any help much appreciated. Thank you
Sara (Debt Camel) says
No the lender will send all those details through in their case fail. You should provide a short description of your borrowing, see https://debtcamel.co.uk/payday-refund-complaint-detail/ which has some ideas. Also send your Noddle credit report and bank statements for the period.
Reen says
The short description has already been sent to them they are just wanting more evidence thats why I asked about all other documents ie default notices, letters from other agents as part of outstanding loans was sent to an outside agency and I subsequently ended up with a CCJ! Thanks