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?
Ash says
Hello Sara and everyone.
On Friday the 3rd MyJar agreed to refund all the interest an all 4 of the loans I had with them +8 interest and remove any negative comments from my credit file! A total of £2556.81!!! I sent them my bank in my bank account details on the 3rd and on bank holiday Monday i got a email saying they are unable to pay the refund as the amount is over £1000 and they need a copy of the front page of my bank statement for extra security to make sure they are paying into the correct bank account. I got a PDF of the front page and marked everything in black so they could not see it apart from my name, house number, post code, sort code, account number and the bank logo. Sent it over to them and they said it could take 10-15 BUISSNES days to get the refund when they told the adjudicator only 10days. I kicked up a fuss, left a snotty trust pilot and hey presto 3 days after i got my refund. It as a total of 6 days from when I accepted to get the refund.
Thanks you again Sara and everyone on here for all the help!
Kind regards/
Ash
Phil says
Hi Ash,
That’s great.
Did you have to provide them with any bank statements, pay slips or anything?
Ash says
No they wanted just the front page that shows my sort code and account code.
Diddy says
Well done, I’m waiting to hear from them….they promised to let me know their final decision by 12th (3 days away). Have the feeling I will be sending mine straight to the FSO as I’m sure they will reject……still, fingers crossed 🤞🏻🤞🏻
Lozza says
Hi Sara,
would really appreciate some advice please: I have received a response from uncle buck., partially upheld 2 loans out of 12 only (4 &5) they basically say:
“your income and expenditure analysis showed sufficient disposable income, you passed our scorecards, which include an element of affordable checking. We expect applicants to be accurate & true full about your income and outgoings” I was in a DMP from 2017 (still in it) and still had last 5 loans whilst in that. they also stated “2 defaults were shown, however as a high risk lender we do not deem this as excessive. I believe your falsified info to gain funds, this then raises the question of application fraud!! I’m so unhappy with that accusation because I definitely did not see any question asking if i was in a DMP & now they are accusing me of application fraud!!
Do you have any advice on how to respond to this or should i just send this case to FOS??
Thank you
Sara (Debt Camel) says
Was there a reason they only upheld 4 & 5? And not the later ones. Did you repay all the loans?
Lozza says
Thanks Sara for reply.
reason why 4 & 5: “I can see some of your loans were funded within a quick succession of each other. I consider we ought to of been aware of your wider financial situation at this time and that appeared you was becoming reliant on our loans as a result of this. I don’t consider we were reasonable to approve the sequential loans in excess of three without probing your finances further”
This is double standards because 1 -3 loans and 9-12 i was borrowing within days after i finished paying the previous one off! 9-12 i was in a DMP. I have the last loan outstanding. i borrowed 225.00, I’ve paid back 125.00 & they want 464.00 back in total for that so obvious they have added further charges on that. I’m in a payment plan of £25 per month with them now. so their reason is contradictory to me…I think 4 & 5 are less interest, maybe that’s why they are upheld this?but to use the wording of “fraud” is upsetting to me.
Thanks again – your help is very much appreciated
Sara (Debt Camel) says
yes a few lenders including UB produce these vague allegations about fraud to put people off. So far no one has ever had a problem with this if they take a complaint to FOS. It seems bizarre to suggest you may have committed fraud when you repaid the large majority of your loans and are still repaying the last one!
You may well be right that they picked a couple of small loans to refund and hoped you would settle for that.
Joseph says
Hi Lozza, payday lenders accusing you of fraud due to providing ‘wrong’ information is nonsense. They’ve done this to me and a few others, it doesn’t wash!! Submit to FOS!
Lozza says
Hi Sara,
Thanks for your advice – i’m going to reply to them today, not raising my hopes up for them to upheld more (although the total interest for loans 2, 3, 4, 5, and 9 -12 add up to approx £600, cost them more to send to FOS. I’m not desperate for money, so i’ll wait for FOS.
Joseph,
Thank you for your comment :-) good to know
Vicky says
Hi all
Yes it was online gambling.
He is already getting help from the doctors and has contacted gam care. Nit heard of gam stop so will definately look into that with him thank you.
Just makes me so sad that these companies still borrow him money knowing he is an addict. I write to them all last time and spoke to them with his permission and yes they froze the interest and it was all eventually paid back with working crazy hours and family helping.
I know I will one day get the man I married back and I can’t give up hope. All household bills are in my name and all paid up to date so I am in a position where I know myself and our daughter are financially safe with a roof over our head
Won’t ever stop helping and supporting him
Vicky
Sara (Debt Camel) says
He is lucky to have you – and unlucky to have be trapped by this addiction. It’s very personal what will actually help any couple in this situation -there are some ideas in this post https://debtcamel.co.uk/gambling/ that you may find helpful that you may find helpful, in particular you could ask him to sign up to Cifas. This won’t stop him being able to borrow money in future but it will make it a few days slower and that may be enough time for him to change his mind .
Jon says
I’ve had a few loans now and followed the procedure. Sunny wrote the debt off. 118 just removed the interest. Lending Stream have refused. My case has been with the FO since Sept last year. I now have had letters from Moorcroft debt collectors. According to my caseworker she should have a decision soon. But it’s not helping my mental health.
I tried to negotiate an affordable repayment with lending stream but they refused my offer. So I find it very strange it’s been passed to Moorcroft.
I’ve emailed Moorcroft explaining my situation and they’ve completely ignored me.
How long do I have before they show up to take my TV away?
Joseph says
Have you tried calling them? Maybe it might be helpful for you to contact Step Change or Citizens Advice, they can help you with this. They shouldn’t ignore either of them. Have you also tried telling them your complaint is with FOS?
Sara (Debt Camel) says
You are worried about bailiffs? Have you been watching Can’t Pay We’ll Take it Away? That is set up to look like scary TV. It bears no relation to what actually happens for consumer debts. Almost all the cases are evictions or business debts. Not somebody who can’t pay a credit card or payday loan.
Let’s have some facts.
1)Bailiffs can only be sent if you have had a CCJ from the court
2) even if you get a CCJ, they can’t send bailiffs unless you don’t make the monthly CCJ payments, which should be at an affordable level. If the oayments are too high you can ask for them to be reduced.
3)it takes many months to get a CCJ unless you do an ostrich act and ignore court papers.
4) lending stream/moorcroft will not start court action while you have a complaint at FOS. They may be difficult, slow and generally dreadful to deal with, but starting court action would be breaking a rule even they are not going to try.
Iain123 says
3). I done the ostrich act for years. It dragged me into alcoholism and addiction. Almost died. Wasted years.
Sharon Ferguson says
Hi i am yet to receive a reply from aberle & bond now Herbert Brown I emailed the email address on this website 10/04/19 but still no reply, I have also chased this with a follow on email
Sara (Debt Camel) says
You could phone them if you want to check they have received the complaint, but they don’t have to reply until the 8 weeks is up.
Steve says
Update on my complaint with Satsuma:
Made complaint to Satsuma on 13/9/18, which wasn’t upheld, so went to FOS 1/10/18.
Loan 1: £1000 4/3/18 (Interest £992)
Loan 2: £500 2/7/18 (Interest £496)
Loan 3: £300 17/8/18 (Interest £268.80)
Was picked up by an adjudicator this week, and they have decided that Loan 3 shouldn’t have been given. They’ve emailed Satsuma explaining their findings and to remove interest from Loan 3 and refund 8% simple interest.
Am I able to go back to the adjudicator to say that I think loan 2 also shouldn’t have been given, as my credit report would have shown multiple loans from other lenders, with defaults and late payments, which would have shown on my report?
Thanks!
Joseph says
You can, but in doing so you would have to reject adjudicators findings and it would have to go to ombudsman. Good luck.
Sara (Debt Camel) says
was loan 1 still continuing when you took loan 2?
is this a final decision from the adjudicator or has the adjudicator asked you and the Satsuma to come back with any more comments/evidence?
Steve says
Yes, all loans are still ongoing.
Their response states “Having thought about everything, I’ve not seen enough to say it was unfair for you to provide loans 1 and 2 to Mr XXX. But loan 3 shouldn’t have been lent to Mr XXX.”
Not a final decision, it does say in the response letter “I will look at what both parties have to say in response and decide what to do next. If my opinion changes, I will write back to both parties explaining why.”
They’ve given Satsuma until 23rd May to respond.
Sara (Debt Camel) says
Yes you can go back and argue why loan 2 should not have been given. Be specific – say what Satsuma should have seen on your credit record when you applied for loan 2 and also point out if this was worse (recent defaults? Greater total borrowing? More payday loans?) than when you took the first loan.
StevieC says
Quick Update:
I had complaints with 247 Moneybox & Drafty which I submitted in June 2018.
247 Moneybox offered me a goodwill gesture of clearing last loan of £498 and removing negative entries in the credit file. The loan was removed immediately although the marks on my credit file were not. After months of back and forth with them and another complaint as in how they had dealt with me I received £50 compensation plus immediate removal from credit file which I can see have now gone.
Drafty complaint was dismissed at initial complaint although the FOS upheld at adjudicator level. Drafty agreed although it took 2 months for them to comply. In this time they continued to send debt collector emails and texts despite I owed zero. I raised an official complaint as I owed no balance and my credit file had not been updated. Today I have been offered £75 compensation for the inconvenience caused and the negative marks have been removed from my credit file.
Don’t give up.
Glen says
Does anyone have any experience of using StepChange when you have a Gurantor Loan (Amigo)?
I dont want my Guarantor to pick up my payments/problems. But I assume you have to include all creditors in your DMP?
Sara (Debt Camel) says
It can be hard to have a DMP and make full payment to a guarantor loan. And if you don’t make full payment, Amigo will go after the guarantor. Talk to StepChange about this.
Have you put in an affordability complaint to Amigo? You still have to pay whilst this is going through, but it may be the best way you have to resolve your situation. See https://debtcamel.co.uk/how-to-complain-guarantor-loan/.
And could your guarantor afford the repayments? I’m not suggesting you should stop paying so they have to, but if they just never could, then they too could complain and ask to be removed as guarantor, see https://debtcamel.co.uk/amigo-complaints-by-guarantor/. If they win that, then your Amigo loan can just get paid less in your DMP.
Jacqui says
I’ve started the 1st steps of claiming compensation from the following: The Money Shop/My Jar/ WDA/Pay Day UK/The Lending Stream.
Looking back on these loans I can’t believe how irresponsible I’ve been with my finances and how these companies were happy to lend me money time and time again.
I’ve also been in contact with Provident for loans going as far back as 1999 to 2013.
I’ve had acknowledgement from all the companies.
WDA having written off my outstanding loan of £468 and advised me of the time line I have to submit the from redress request via KPMG.
I have an outstanding loan with My Jar (currently paying £1.00 per month) and they have asked me to send more information.
Fingers crossed I’ll have some responses in the next couple of months.
Jacqui
Sara (Debt Camel) says
Some of your Provident loans are VERY old. You can never get a refund for loans before April 2007 as the Ombudsman can’t legally look at them. From 2007 the Ombudsman will look at old Provident loans, so don’t be put off if provident say they are too old, send the case the case to The Ombudsman and try not to be impatient as this is likely to be very slow. But at the mement the ombudsman is looking at Provident cases over 6 years old.
Iain123 says
Keep good notes, it can get complicated very quickly.
Steve says
Hi Sara,
Did I read somewhere you can’t pay back more than original loan amount doubled? I took a loan of £750 with loans 2 go but going to be paying back over 3k. Is that right?
Sara (Debt Camel) says
I think your loan was probably 18 months long? It sounds like one of the loans that I have described as “the most expensive loans in Britain” https://debtcamel.co.uk/worst-loan-in-britain/
If it is 18 months long the FCA’s payday loan price cap doesn’t apply to it. BUT you can make an affordability complaint, see https://debtcamel.co.uk/refunds-large-high-cost-loans/ for how to do this for this sort of loan. And send it straight to FOS when L2G reject it!
Steve says
Yes it was 18 months. I’m struggling and they’ve added a default! I’ve already made an affordability complaint, which they rejected, and I’ve gone to the FOS. I didn’t follow how you have laid it out though, will they still consider this? Or should I add further information?
Sara (Debt Camel) says
Add to your complaint at FOS that you feel this lender is not treating its customers fairly (use those exact words) because this loan costs more each month than a 12 month payday loan for the same amount would and you think they are just using a loophole to avoid the payday loan cost cap by making the loan 18 months.
James Hodgson says
I received a reply from sunny, I took out 53 loans with them and they said they would reimburse interests paid on only loans after the initial 12months of my first loan
Sara (Debt Camel) says
how many of the 53 loans are they offering to refund?
The ombudsman doesn’t apply this “after the first 12 months” rule.
James Hodgson says
I still owed about £1100 to a 3rd party debt collection agency they said they would wipe this off and pay me about £130 from the interest I paid on the loans after 12month. I just wanted this wiped out so accepted their offer. I could have probably gone further.
I’m currently going through the ombudsman for a claim I put in against quickquid.
I borrowed over £5000 from them in 2.66 years. I payed a total of over £6400 back to them. Quickquid did not offer me anything, their final response simply read complaint not upheld. My loans with these were from 30/12/2012 to 30/08/2015, I’m a little worried about the timescale on this one
Turtle00 says
Finally received my loan history information from Payday UK/Payday Express. Is as follows;
1 20/06/2014 £260.00 25/06/2014
2 01/07/2014 £260.00 22/07/2014
3 29/07/2014 £280.00 11/08/2014
4 14/08/2014 £280.00 28/08/2014
5 28/08/2014 £490.00 30/09/2014
6 30/09/2014 £490.00 28/10/2014
7 31/01/2015 £500.00 20/02/2015
8 27/02/2015 £530.00 24/03/2015
9 25/03/2015 £1,000.00 24/04/2015
10 25/04/2015 £800.00 29/04/2015
11 30/04/2015 £960.00 20/09/2015
12 20/09/2015 £950.00 20/02/2016
13 20/02/2016 £990.00 01/09/2016
14 01/09/2016 £2,000.00 26/11/2018
As you can see, loans are taken out one after the other. Total interest £4.1k
My concern and question is that Dollar Financial wrote to me back in Jan 2016 saying they had done a affordability review and paid me a refund of £200 odd pound (interest from 1 loan and half the interest from another loan). I questioned at the time what about all the other loans which they said “We have reviewed all loans taken within the specific time period in accordance with the criteria of the review and all affected loans have been refunded”
My affordability complaint is now in with them.
Do you still think my chances of a refund are ok? I think its quite unbelievable they only refunded 1 loan in 2016 and then were happy to lend me new loans after which i had late payments on and rearranged monthly plan.
Iain123 says
All these loans are unaffordable and you’ll get all the interest back, plus 8 percent.
The pattern of repeat borrowing or just paying the interest has been well set by regulators as unaffordable.
Just go through the steps and be patient, several months waiting. Read through the archives here for more information.
Ross says
An actual response, from MyJar, responding to my compromise offer. Alas, without success;
Thank you for your email.
Your counteroffer has been reviewed and considered by a manager; they have advised their decision as follows…
The counteroffer has not been accepted based on the finding of our investigation and out lined in our final response. The original proposed redress remains unchanged.
Off to the FOS we go…..
GM says
Yep, I had exactly the same reply!
Angela says
Anyone had any luck contacting PDUK and getting payment from them . Complaint upheld and offer accepted 2 weeks ago. Letter from adjudicator said it was now down to PDUK to contact me. I have emailed them and not had a reply, tried phoning but on hold, i cant stay on hold for long as at work and they are closed by the time I finish work.
GM says
Keep trying. They are rubbish at deadlines, so expect everything being done at a very slow pace.
M says
Angela
PDUK hv bn a complete nightmare! Same case as u; & am on hold for least 40mins each time. Just try your best to keep at them as wat I did & eventually do get things moving.
I spoke to nice guy cyst service called: Yarek.
Patience. Patience. 😖
I kp telling myself.
28 days since FOS recommendation, is PDUK average time to response to payment; they email u a week before.
So goes in on a Tues for payment the following Fridays! Soo long!!
Emails to them: I Hv had zero response.
All the best 💪🏼💪🏼
M
Sue says
Hi
Just wanted to say massive thank you. Sunny refunded £757.04 into my account today and just checked my account with them and they also wiped the outstanding debt of £847 so balance is now £0 and i dont owe them anything. So happy.
Thank you so much for your help with this. Really appreciated.
John says
Has anyone else been getting emails from quick quid telling them their balance is reduced to zero? My complaint with them was upheld by adjudicator and with what I think appears to be their normal practice send to ombudsman as they didn’t agree.Annoying thing is their saying as soon as they knew it was with fos they stopped taking payments.patently untrue they only informed my dmp this month they wouldn’t be taking payments anymore.18 months they have taken the payments .It is sent from resolution DEPARTMENT .But its not a resolution what is going on??
Sara (Debt Camel) says
Too many people wanted to set up payment arrangements and QQ wouldn’t let them and at the same time they added a default to their credit record. FOS has rightly said this is unfair, so for a lot of cases QQ has now wiped the balance. This doesn’t affect your FOS complaint. Think of it as getting the first part of the eventual redress early.
John says
Sara .as an aside after ten months at fos four of my complaints were picked up by adjudicator within a week of each other.Obviously very happy about that .38 loans (lending stream) .33 with sunny.But the one I really want sorting is 118money been a year waiting to be taken up.I thought this would be the easiest as only two loans one top off .Are these sort of loans taking so much longer nowadays for any reason you know of ??
Ross says
Could I please ask if anyone has had any complaints with Fernovo (Quidie)? I submitted a complaint on 19/03/19, which means the 56 days are up on this coming Monday. I sent them a chase up email, on 06/05/19, and no response whatsoever. I think I will also be making the FOS aware of Fernovo’s extremely poor complaint handling.
Liam says
I had a final response from them on the 5th May after only sending the step one template on the 13th April. It was full of stuff I didn’t understand and they did not uphold my complaint so I asked them to take a look again and offered to send bank statements to show they were unaffordable before I go to FOS. I’ve yet to hear back from them so I’m giving them another couple of weeks.
Joseph says
I would submit now Liam instead of allowing them more time, they will probably come back and refuse so at least you will have saved yourself a few weeks of FOS waiting time. But if they accept, you could always remove the FOS complaint.
Ross says
I agree with Joseph. Their response times are nothing short of abysmal and I think you’re not going to do yourself any favours by giving them more time. I’ll be sending mine off by close of business, on Monday.
Katrina says
Hi there, I have submitted a complaint to QuickQuid for affordability of loan I took out in 2011. The only details I still have were my account number, date of orginial loan, amount, loan number. I wrote a letter as outlines on this website with an explanation as to why I think the loan was unaffordable and why I am only contacting them now.
QuickQuid have now come back to me and asked for the followin, do I need to provide all this?
“To help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of compensation), 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?”
What information should I provide to them?
Kind Regards
Katrina
Sara (Debt Camel) says
There is a section in this article that looks at this situation https://debtcamel.co.uk/quickquid-payday-loan-refunds/
If you only had 1 loan it is hard to win an affordability complaint unless the loan was large or it was rolled a lot of times.
Glen says
Started this process in the 1st of May.
This morning had a settlement from Wizzcash for £300. I accepted as they were small compared to a lot of the bigger problems I have with the likes of 247, MyJar, Safetynet, unclebuck, me lender.
But from small acorns large oaks grow. Good start for 10 days effort
Thanks to Sara and all other posters for the ongoing help
Holly says
Hi all ,
Is it worth making a case against my jar when I only had one loan with them , but I had 3,4 maybe 5 other payday loans at the time ? I don’t think I defaulted on any Payments with my jar but I did borrow from them to pay back other loans.
Sara (Debt Camel) says
How large was the Myjar loan? They are a lender that can sometimes give very big loans.
Holly says
It was for £700 , and I have just tried to log into the account to check something it seems they have locked me out .
I have made the case already with resolver and it has got to their escalation stage today so I just wanted some advice really.
Sara (Debt Camel) says
So Myjar have rejected it?
£700 is a pretty large payday loan. I think this is worth sending to the ombudsman.
Also read https://debtcamel.co.uk/refunds-large-high-cost-loans/ and as that says, send Myjar a request for a copy of all your personal infomration. That can help to show the Ombudsman that myjar knew you had a lot of debts and that you wouldn’t be able to repay this £700 one. But don’t delay sending the case to the ombudsman for this, it will be waiting in a queue for months, so get it started!
Holly says
They haven’t rejected it they just haven’t done anything in their time scale so resolver told me to escalate it with them
Holly says
Thank you Sara , so I shouldn’t keep the resolver case with them ?
Sara (Debt Camel) says
No, just let Resolver put your complaint through to FOS. I am suggesting some extra things you can do that may be able to add to your FOS complaint.
Your request for a copy of all your personal infomration can be direct to myjar not via resolver – just ask for the infomration, don’t mention your existing complaint at all.
If you get anything back that looks useful for your complaint, ask Resolver how you can add it to the existing one at FOS.
Holly says
Thank you will get on it
Turtle00 says
If you can log into your myjar acc, you can click “my details” then “subject access request” for the data request.
I also have a complaint in with them. They asked for statements which I refused so they said they would investigate without them. I have also just noticed they have altered my payment plan (as I am still paying back a loan) and moved the next due payment to August (it was for this month originally)
Hope this info helps someone
Holly says
Thank you ! They seem to have locked me out of my account so I can’t get in , and I’ve requested the pin again but still isn’t working .
I have emailed them asking for my info anyway so we will how it goes :)
Turtle00 says
Well I received a response from MyJar today re my data request. Upon opening the file, I can see they have sent me all the data they hold for someone else completely. What a shambles.
johnvan says
Good morning I was wondering if anyone can help me’.
I am currently submitting affordability complaints against Quick Quid, Uncle Buck, Sunny, Lending Stream and Mr Lender.
I have been reviewing my bank statements to confirm the loans and I have 19 deposits totalling £11600 from Pac Net.
Can anyone advise which of the lenders above used Pac Net to make payments?
Thanks
John
Sara (Debt Camel) says
Both Lending Stream and QuickQuid sometimes used pacnet. Others may have as well.
johnvan says
Sara
I have received a response from Mr Lender advising that they have thoroughly investigated and my complaint is not upheld because
“we are unable to ascertain how the loans issued did not meet our responsible lending criteria and in fact exceeds the required responsible lending standards”.
They have offered me a £50 Amazon or Tesco Voucher and may reassess my complaint if I submit bank statements.
Between June 2013 and September 2015 I was making repayments to Mr Lender every month as I was borrowing, repaying and immediately borrowing again. Repayments during this period exceeded £12600.
I have replied and sent bank statements. Should I escalate this now or allow Mr Lender time to reassess my complaint?
Due to space constraints I will post an extract of my response separately.
Thanks
John
Sara (Debt Camel) says
Give them some time to reassess. Also if they make a poor offer tell them if you will accept it if they also include loans 4 and 5 (or whatever) and why. They do listen to a reasoned argument and it’s worth spending a few days trying to get this resolved at this level before giving up and sending what sounds like a good case to the Ombudsman.
Joseph says
*Anyone waiting on an uncle buck redress* – They told me I was due £200 back, I knew this was wrong so called up to query the amount and interest on the 2 loans being refunded. They told me that they got the figure ‘slightly’ wrong and FORGOT to add 8% interest back, overall getting back an extra £66 for a 5 minute phone call. Everyone always check the amount is correct and they’ve added on the 8% interest!!
Amy says
Hiya,
Following on from my last post this is my lending history with sunny. I put my complaint in on 24 March so we’re now into the 8th week. Sunday will be 8 weeks exactly. How long did others wait?
2/10/2016 – £150
26/10/2016 – £150
21/11/2016 – £150
24/11/2016 – £150
07/12/2016 – £300
13/12/2016 – £300
01/02/2017 – £450
11/02/2017 – £200
06/03/2017 – £250
08/04/2017 – £100
03/05/2017 – £250
18/08/2017 – £300
13/09/2017 – £450
19/09/2017 – £200
11/11/2017 – £500
07/12/2017 – £850
12/01/2018 – £50
30/01/2018 – £300
13/02/2018 – £100
25/02/2018 – £200
During this time I was on maternity leave twice so only earning SMP and had other payday loans, credit cards and personal loans. I’m now on a debt management plan to try sort my debts out. I still have an outstanding balance to sunny but I’ve paid back more than what I borrowed plus some interest. Do you think I have a case? Interest paid in total is £1300.
Joseph says
That’s a lot of loans over a consistent period, I think you’ve got a good case. Expect Sunny to reject your complaint but submit to FOS straight after they reject it. You would probably be looking at loans 4/5-20 back if you win this at FOS. Good luck!
Sara (Debt Camel) says
That’s a lot of loans. If Sunny only offer to refund the last few, send the case to the Ombudsman.
Amy says
They have offered to refund none lol, they’re not upholding my complaint so I’ve started contact with FOS.
Jessie Jones says
Has any one won a payday , payday express case with the FOS over 6 years old , no bank statements available, can’t produce a credit report that old. I can only provide the paperwork from the final response from the letters. I am not feeling hopeful.
Sara (Debt Camel) says
How long were you borrowing from them?
Jessie Jones says
Payday UK- 5.10.09 – 28.2.11 one loan rolled over
Pay day Express – 2 loans 4.1.11 and 7.11.11
Quick Quid 1 loan – 21.10.09 – 29.4.10
Quick Quid 1 loan 26.7.10
CJ says
hi – just a quick note to advise that I accepted payment on a couple of loans from PDUK last year but emailed them shortly after saying that I only agreed with them on the loans in question for the refund and that i was referring the other to the FOS. Claim went in and PDUK said to the adjudicator that I’d accepted settlement for whole of my claim i advised adjudicator this wasn’t the case and showed email proof.
Adjudicator has now come bakc and said that PDUK agree with his recommendation and ill get a further £2k back – have emailed instant cash loans 10/5. So if anyone did accept a refund and then stated shortly after (as i did) that it was only for the loans i agreed on then there’s a chance you ‘ll get the other loans too
Ruth says
I have made contact with all the firms I had payday loans (52 loans across 8 companies in just under 3 years (except 1 from 2013) – £40,000 in total)
I have started getting generic responses and today have received an email from Quickquid stating that they are going to investigate but have asked for the below:
“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?”
I know I do not need to send them statements or payslips. And they don’t need me to tell them the date of my first loan. Also none of the loans are over 6 years old so I don’t believe I need to answer the last question. My question is do I respond at all or await their next email?
21/10/2013 £200.00 15/11/2013
13/06/2016 £200.00 08/08/2016
18/08/2016 £500.00 07/10/2016
28/01/2017 £700.00 24/02/2017
15/03/2017 £800.00 26/04/2017
01/04/2017 £300.00 02/05/2017 (topup)
Thanks :)
Sara (Debt Camel) says
See QuickQuid asks for more information – what should you reply? in https://debtcamel.co.uk/quickquid-payday-loan-refunds/
Ross says
Fernovo (Quidie) have until close of business, today, to issue a final response, as today is day 56. They have STILL not replied to my email, sent a week ago, asking for an update and their complaint handling is very poor, to say the least (well, at least if they would actually handle my complaint!). This one is off to the FOS. Should I be seeking additional compensation for shoddy complaint handling and the fact that, apart from the initial acknowledgment, no contact has been made with me, whatsoever?
Sara (Debt Camel) says
No. It’s annoying but very common, just concentrate on the important things.
Sarah says
Hello has anyone had any luck with Trusted Quid who I believe stopped lending a few months ago?
Sara (Debt Camel) says
No one has mentioned them recently. They are no longer FCA authorised which isn’t a good sign. Their most recent accounts (to year end Dec 17) said they were in the process of appointing liquidators. If you borrowed a lot from them it’s worth talking to the Financial ombudsman who may know the current situation
Paul says
Has anybody had their Lending Stream complaints picked up by the FOS yet/recently? It’s been 7-8 months since I submitted my complaint.
James says
Mine was resolved last week, they accepted adjudicator decision (22 out of 25 refunded), Mine was waiting exactly 8 months with FOS.
Neil says
Hi James,
So they accepted adjudicator’s ?. Have you been paid yet?
Just asking because adjudicator has picked up my case and i am waiting for his assessment.
Thanks
James says
Hi, Yes they accepted adjudicator assessment, they took the full 14 days to reply to the adjudicator. I accepted 6 days ago and they have stated i’ll receive payment within 28 days. Total redress of £4k.
I think the adjudicator took about 2 weeks to send me their opinion after they picked my case up.
R says
That’s great news James. Hopefully you get your refund quicker than 28 days. I am still awaiting my refund, been about 2 weeks now. I got a notification from Experian that LS have removed their accounts from my credit file and I checked noodle too which has been cleaned up. Obviously Equifax isn’t reported on so nothing to remove from there, so just waiting for the refund now. I’m due back just under 4k.
R says
Hi James, great to hear that your case was accepted by LS at the adjudicators stage. Have you been provided a date of when your refund will be processed or been told it’ll take 28 days?
Sissy says
My LS complaint was picked up by an adjudicator four weeks ago, after having been with FOS for eight months. Except for the initial contact, I’ve not had any communication from the adjudicator and I’m currently waiting for a reply to my email asking for an update.
James says
I accepted 6 days ago, I’ve been quoted the normal payment within 28 days from LS.
David says
Nope. Mine has been with them since November
John M says
Hi all I sent an email to FCA about QQ and copied in chief exec as Sara suggested and got this response from Cash Euro Net today just FYI:
Thank you for your email. The Financial Ombudsman Service is dealing with an unprecedented volume of complaints from many different product sectors and is currently working through its backlog of cases. We’ve been working with FOS to assist them in resolving cases more rapidly, however this does not prevent FOS from adjudicating on specific cases now – should they need to.
We are hopeful the FOS backlogs will be resolved soon for the benefit of the customers who have submitted complaints.
GM says
That’s laughable… its QQ’s own fault for being so incredibly stubborn! the backlog will never clear if they keep refusing many straightforward cases.
Erica says
Anyone else waiting on The Money Shop? Going into week 14 and no final response as of yet. Hoping no news is good news!
GM says
In their case, no news means that they’re absolutely buried in paperwork and take ages to deal with it and reply.
You have two choices: take the case to the FOS and wait, or wait a few more weeks for a decision that might be unfavorable.
Erica says
Thanks,
I submitted to the FOS at week 8 but they also have a massive backlog.
Chris Phillips says
Hi All,
WAs wondering if anyone can offer me some advice, I took out multiple loans with MYJAR and Txt loans over a period of 2-3 years (2012-2014) I contacted MY JAR requesting a list of all my loans and repayments. MYJAR responded saying they only kept records for 5 years which is their policy and I would have to send in statements to prove I have had these loans. The problem I have is I have a different bank account now than back in 2012. Do you know if MYJAR are correct in saying they cant send me these details?. I have a similar claim going with quick quid over the same time frame but they sent me all the details of the loans some going back 7 years. Any advice much appreciated.
Thanks
Chris
Sara (Debt Camel) says
You should be able to get bank statements going back 6 years even from a closed account. And you are likely to need those statements if the case goes to FOS anyway, so I suggest you set about trying to get them urgently.
Anita says
Have received adjudicator decision regarding QQ. She agreed to refund 2-4 loans (out of 4). Waiting now for QQ response. Loans are over 6 years. Wonder whether anyone had a successful case at this stage without going to Ombudsman.
louise says
Hi my loans were over 6 years too and Quick Quid have just agreed with the adjudicator,just waiting on Quick Quid now to ask for bank details.Hope yours are agreed too.
Anita says
Thank you for reply. Yes it would be great if they agree with adjudicator. How long it takes from when they agree?
thomas says
Hi Louise Can I ask how long it took Quick Quid to agree with the adjudicator the two weeks for mine was up at the end of March ?
Thank you
Ross says
Well, Fernovo (Quidie) have responded on the last possible day, at 8 o’clock at night (talk about leaving it until the eleventh hour!?!).
They have sent a final response which could put War & Peace to shame. At the very end, they say they’re not going to uphold the complaint. However, here’s the interesting bit. As I repaid all of my loans, on time, they are willing to refund the interest on the final loan. They have offered £50.00. However, by their own chart in the email, it shows the interest on the final loan was £216.11, so I am unsure where they’re getting the £50.00 figure from? The total interest, I paid, on all 5 loans with them was £493.11, so I am more than happy if they will refund the (correct) amount of interest on the final loan. I’ve given them until close of business, tomorrow, to respond or it goes to the FOS.
Iain123 says
An FOS complaint costs them 500. If you don’t need the 200 take them to the FOS
Sara (Debt Camel) says
It sounds as though they meant to write that as you repaid all the interest on time they are offering you a goodwill payment of £50.. Mr Lender has also started to hand out £50 Tesco vouchers to everyone they are rejecting.
Interest refunded on the last loan sounds a reasonable offer if you can get them to stand by that offer rather than the 50.
Lukas says
Hello Sara
In last 12 months I had 5 loans with Sunny: 300,500,150,100,350 which cost me a lot of money. This month last 3 loans will be paid full in last installment. I complaint 8 weeks ago to sunny for irresponsible lending and they are answer to me says:
We have consider you complaint together with our own record and regret to inform you that we are not able to uphold you complaint, by way of background we note that we have only provided a small number of loans to you
Should I answer to them about sending case to FOS ??? I had all this loans open in one time. Any advice ??
Maybe I can leave bad comment on Trust pilot? Do you think will change anything ?
Thank you
Sara (Debt Camel) says
At the moment Sunny seem to have some very strict internal criteria to decide who they will refund and tomthem you just didn’t have enough loans. This is nit what the Financial Ombudsman does, they will look at your individual case and may decide the later loans should not have been given and should be refunded. I don’t think it’s worth going back to Sunny and asking them to look again, I think you need to send this to the Ombudsman now.
Sunny are proud of having a good Trust Pilot rating. But I doubt whether a negative review there will make them change their mind. I would keep that for later, as they can be very effective if a lender doesn’t reply to an Ombudsman decision in time.
Lukasz says
Ok I will send to the FOS. What about unclebuck ??? I had two loans one 200 and second straight after first for 300 . Overall paid 260 interest . It’s worth to send complaint to them ???
Sara (Debt Camel) says
Yes it’s worth a try. i suggest you say you think they should have looked more closely at the second loan as it was a lot more than the first and jask for a refund on the interest on that second loan.
L says
Hi
Looking for some advice. I have several complaints in with different lenders, all at different stages. Satsuma asked for a further 14 days when it got to the 8 week point, they have emailed today asking for another 14 days. Is this a common problem with satsuma? I feel it may be best to complain to FOS in the meantime but ask them to continue investigating.?
Ross says
You could always submit your complaint, to the FOS, and withdraw it if Satsuma make you an acceptable offer. By submitting to the FOS now, you’re at least in the queue for an adjudicator.
L says
Thanks sounds like a plan will do it today.
Scott says
Hi L,
I agree with Ross, send to FOS and if Satsuma offer a good settlement you can withdraw your complaint.
I gave them the benefit last May and they eventually turned it down. Have been waiting at FOS since September for it to be allocated.
Scott
Calum says
Hi Sara,
Hope you can help with my query. I currently have outstanding payday loans to my name. Feel embarrassed and upset to say that i currently owe 7 payday loan lenders all of which i am current in a arrangement to pay them all. They stretch back from late 2016 until now. I currently owe £1200-1300.
Iain123 says
If you’re a repeat borrower and/or just paying then you may be entitled to refunds.
Get the ball rolling today with the templates on here.
Calum says
Thank you Iain123. Most helpful. Credit report is being sent across as we speak. Regards
J says
Hi Calum – many thousands of people are in a similar situation so please try not to feel embarrassed or upset. You are in good company and are certainly not alone in your situation. As Ian recommends use the templates on here, we all have and they work brilliantly. Take time to read through the site, including the comments as they are full of useful information. Keep to your payment arrangements and get advice (Stepchange are excellent) if you need assistance or information on managing your current debt.
Claims take a while so be prepared that this will take time and will require patience however in the meantime you can focus on your current arrangements and get on with your life. Regularly check this site as it will keep you updated and supported.
Good luck with your claims. J
Zara says
Hello! Someone picked up my case at the FO about 2 months ago now, told me initially that it would take a month to come to a decision. Everytime I email he says should be with you by the end of today… it never is. Has anyone else experienced this?
Thanks
Sara (Debt Camel) says
how many times has this happened?
Jamie says
Hello Sara ,
I was given several payday loans and a loan with Likely Loans when I had default on my account. Do you think I have a good case with irresponsible lending?
Regards
Joseph says
Hi Jamie, your circumstances are a little vague but yes the rule of thumb seems to be the more loans you have the better. Although I recently won a complaint agaisnt uncle buck (4 loans total) and got a refund on loans 2 and 4. So i guess it is possible, it just depends on your circumstances. If you have say 8 in a year then 100% you should complain, but say if you had 1 every 9 months then probably not.
Jamie says
Default on my credit file sorry
Lukasz says
Hello Sara
What about unclebuck ??? I had two loans one 200 and second straight after first for 300 . Overall paid 260 interest . It’s worth to send complaint to them ???
Thank you
Myles says
Does anyone know if Sunny usually reply to acknowledge they’ve received your complaint or if they just wait it out until the 8 weeks when they decide to make an offer or reject your complaint?
Amy says
I had an acknowledgement within 5 days or so, I did send a follow up to ensure they received my complaint. Final outcome given yesterday exactly 7 weeks since complaint made.
Ade says
Hi amy. How was your outcome ?
Sarah says
Hi,
I have received my loans statement from My Jar and there is only 1 x loan on from 09.11.2012 which went through the DMP but i had others from 2009 -2012 all one after each other and they send the below, is there anything i can do to make a claim, i am waiting for Bank statements to come through but do i have a case if i can prove what they lent?
MY JAR RESPONSE
We would like to make you aware that we keep data up to six years to meet our legal obligations under applicable United Kingdom data protection rules, the General Data Protection Regulation and in accordance with applicable anti-money laundering legislation.
Therefore, the records for accounts which were created five or more years ago, have been deleted from our system. If that is the case with your account, the loan(s) should no longer appear on your credit file either.
Sara (Debt Camel) says
Yes, if you can show from your emails or bank statements what the earlier loans were, Myjar may offer a refund and if that isn’t very good, you can win a complaint at the Ombudsman.
Kelly says
I had the exact same reply so I emailed them with reference/dates and amounts of loans from bank statements. Funnily enough a few days later I received a email with all the loans I had taken with them. Think this is just a tactic so you drop your case.
Myles says
Great, thanks Amy! I’ll leave it until it’s been a full week before following up with them to make sure they’ve received it.
DebtCamelK says
Hi. After a year or so my complaint against Elevate (Sunny) has finally been allocated to an adjudicator. I was just wondering roughly how long before I can expect a decision to be made?
Thanks,
K
Mr PDL says
Hey Debtcamel,
How do you know it has been picked up by an adjudicator. I submitted my first 2 FOS complaints on Monday and got an autoamted message to say they have revceived. Then yesterday I got an email that said
“Thank you for contacting the ombudsman. We’ll look carefully into everything you’ve sent us – and will get back to you within the next four weeks to let you know how we can help.”
Is that just a further confirmation or does it mean they have picked it up. They reference the lender in the title.
Thanks to anyone how can help with that
Mr PDL
Angela says
Regarding PDUK payout. As I hadn’t heard from PDUK following agreeing settlement I today managed to get through on phone . I was told that FOS should have passed me an email address for PDUK in order to send my bank details. FOS told me that PDUK would be intouch with me. For anyone in the same boat the email address is foscorrespondence@themoneyshop.co.uk. This might speed things up now. I was told today it should be paid within 28 days of them getting the bank details so fingers crossed
Will says
This is a sneaky trick they often do to delay things. Expect to wait the fill 28 days and then some. I’ve been waiting since mid March after FOS decision and still no money from them. I handed over my bank details 6 weeks ago.
Samantha says
Sunny-
To update everyone i have posted numerous comments. Long story short sunny wrote off my debt of 500 but i still went to FOS who upheld 5 to 26 of my loans. They havent replied. I wrote a bad review on trustpilot a few hours ago and just recieved an email stating they will refund £2200. Hang in there guys and if needed write a review on there!
1.5years later, nearly sorted!
Jacqui says
I’m what you may call a Pay Day Loan junky…. I’ve submitted complaints to the following companies:
My Jar
Providence
Lending Stream
WDA(who have already written of £486 outstanding loan and sent me the details I need to follow for further redress)
Pay Day UK
The Money Shop
With so many I was so tempted to complain via a 3rd party but came across you website.. so thank you … I’ll keep you in the loop..
Jacqui says
Wow
The Lending Stream have just emailed me with a redress figure…That was quick only submitted the complaint 2nd May . One down 5 to good…
Sara (Debt Camel) says
is it a good offer?
Jacqui says
I think so I had 5 loans with them and they’ve offered redress on 3 of the loans …
just a quick question as I’ve got a number of claims will I be able to claim the tax back?
Thanks
Jacqui
Sara (Debt Camel) says
That sounds good – unless they picked the 3 smallest loans… (sorry, Lending Stream don’t always play fair with complaints, so it’s worth checking.)
See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/. It’s best to wait until you have all the rest of your claims settled.
Andrew says
Hi
Am sure I read somewhere you can claim back tax paid on a redress how’s does it work I pay quite high tax already so do I risk a bigger bill if I try and claim back?
samantha says
I would also love to know how to do this please
Sara (Debt Camel) says
Here is the link https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
If you are a higher rate tax payer (or the 8% element of the refunds takes you up into that tax bracket) you may owe more tax.
Dan says
Hi all,
Just want to say thanks to everyone on here for help and info. It has been just over 12 months in the making, but the Ombudsman came back to me yesterday overturning QuickQuid for 17 of my 23 loans with them. Really is worth the wait! Just awaiting QQ and their response but its looking good, so hopefully Wonga will end up following suit! DONT USE THE COMPANIES OFFERING HELP! It really is easy to use the templates and info on this website, and will take just as much effort as speaking to a company that will end up taking a 3rd of a payout (or whatever the fees are).
Best of luck to you all!
Mark says
Hi All. Hope I have come to the right place…I was wondering if somebody could tell me if I am able to claim payday refunds after I have been in a IVA? My IVA was completed about 5 years ago now which I received a certificate for. So I was wondering if I will get the funds or will it go in to my IVA.
Thanks.
Sara (Debt Camel) says
Were the payday loans taken out before, during or after your IVA? Who was your IVA with?
Mark says
Hi Sara, They were taken out before and during my IVA. I was with a company but I can not remember who they were but later
they changed there name to Grant Thornton.
Sara (Debt Camel) says
In that case Aperture are quite likely to ask you to pay the money to them :(
Mark says
Hi Sara, So if none of the payday loans were part of my IVA would any funds still have to be paid in to the IVA?
Thanks.
Sara (Debt Camel) says
Probably, it will depend on the terms of your IVA, but it may well be that the right to make a claim for a refund was a legal asset that came under your IVA.
Mark says
Ok thank you for your help.
D says
Would anyone be able to tell me if they had used zippa loans before?
I think I maybe had 7 or 8 loans with them all for £250 with the usual one paid off then another borrowed.
I believe they may have withdrawn there online service and possibly moved to a door to door lender such as provident.
I’m.going to email them regards my borrowing history but I’m unsure as to whether or not they still have the same email address etc.
Thanks for any help
Sara (Debt Camel) says
you are the first person to mention them here. They obviously aren’t still lending, you could talk to the Financial Ombudsman if you don’t get a reply to your email of complaint.
D says
Think they were based in Belfast and belshill (near glasgow)
Don’t think they were a huge company.
Hopefully hear back
Holly says
Morning all ,
I have escalated my case with a few payday loan companies but peachy sent me this after I escalated the case via resolver:
We are writing in response to your e-mail to our CEO on 15/05/2019.
We are sorry to hear that you’ve been dissatisfied with our service.
Please rest assured that we are looking into your complaint and will provide you with the results of our assessment and our decision on it in no longer than 8 weeks from when the complaint was raised.
Our final response to your complaint will be sent by 19/06/2019 the latest but please do not hesitate to contact us should there be anything else we could help you with in the meantime.
So they plan to get back to my by 19/06/2019 but on my resolver case with them it’s saying I should escalate the case to FOS in 20 days ..
so should I give peachy a chance and wait untill the 19/06/2019 or escalate the case in 20 days like resolver says ?
Thanks
Sara (Debt Camel) says
when was your complaint first sent?
Holly says
Hello it was the 24th of April
Big dee says
Hi guys
2 things, I’ve just logged my last complaint of all lenders to 1 month loan, just wondered what experience everyone has had with them dealing with complaints.
Secondly on my bank statement in 2010 2011 transaction monthly that says “w/loan processing” but I can’t find out who it was
Any ideas? Cheers
Will says
I logged a 1 month loan complaint via sunny complaints. They took the full 8 weeks but I did receive a payout. Whole process took around 12 weeks.
Tom says
Hi Sara,
I had a complaint with Mr Lender, which they didn’t uphold but reduced my balance from £400 to £60, this wasn’t showing on my credit profile as the default was register in 26th April 2013 so has since dropped off. However they have since added this back on as an “arrangement to pay”. With no recorded default or anything. Is this right? And what does this mean for the future?
Sara (Debt Camel) says
They should not have done that. Once there is a default, the debt should never reappear. Put in a new complaint to Mr Lender, ask for it to be removed from your credit record and ask for compensation (?£50?). Say the complaint will go to the Financial Ombudsman if they do not do this,
Tom says
Thanks Sara. I’ve just been having an argument with them, they asked me to accept a full and final settlement. And I responded asking for the dates which they gave me a “default should have been recorded on 26/04/203” on that basis I accepted the full and final settlement knowing that even if they wanted to add something to my credit file it would only exist for a week. However now they are saying that “they don’t issue defaults” and can’t do anything. They have mentioned that once I pay, “as a gesture of goodwill” they will remove any adverse information but I don’t want a loan to be showing as settled even if not adversely for another 6 years. As I don’t want to get questioned by mortgage advisors etc. Not sure what I can do, the added complication is I was pressured into accepting their offer as above but since lantern have responded saying this is statute barred and have written it off, but in the meantime mr lender have recalled the debt. I’m actually much worse off right now for having complained.
Lu says
Hello,
I have had a complaint ongoing with Quick quid for around 18 months… it went to an adjudicator who agrees that loans 2-5 should be refunded to me with interest etc… Quickquid finally came back last week and disagree, so now the adjudicator has to see if this has changed his opinion ?
Then will go to the ombudsman..! it seems to be taking so long, in your opinion how likely am I to get this money back ?
Thanks
Sara (Debt Camel) says
normally the Ombudsman upholds the adjudicator decision.
If you are fed up about QQ dragging everything out for so long, read my comment here https://debtcamel.co.uk/quickquid-payday-loan-refunds/comment-page-9/#comment-297776 and think about telling the FCA how you feel. It won’t help your case directly.
April says
Morning all,
I’m just going through my credit report – would Satsuma come under Provident?
Also, if an account shows more than once can I dispute this with the loan company? Aswell as them not updating payments I have been making?
Sara (Debt Camel) says
Satsuma is owned by Provident. If you borrowed a lot of times from them, use the standard payday loan complaint letters in the article above. If you only had one or two loans and they were large, use the other procedure over here: https://debtcamel.co.uk/refunds-large-high-cost-loans/.
“Also, if an account shows more than once can I dispute this with the loan company? Aswell as them not updating payments I have been making?” are you talking about credit records? Can you give more details please.
April says
Thanks Sara
There are a few of the same loans showing on my credit report twice. They say default and no payments have been made since originally taking the loan, even though these are being paid off through Payplan (for 6 months) And the original amount outstanding isn’t being reduced
Sara (Debt Camel) says
could they have been sold to a debt collector?
April says
1 out of the 4 accounts that are showing twice was sold to a debt collector, however this was returned to the original loan company