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?
Diddy says
Update
Cashasap – replied and initially sent a low offer. I responded back and they trebled it, wrote off existing loan and will remove negative comments and money received in my account within 2 hours!….so happy and being honest, they were a delight to deal with, wish they were all like that.
jim says
How long did they take to issue their final response? I currently have a complaint with them and it’s on week 7. So far they have not been very helpful. Glad you had a better experience.
Diddy says
It was week 7 when I got a response. From their offer, my counter offer it took a total of 3 days and money in account in 2 hours.
I hope you hear something soon, it should be this week if it’s the same as mine. They will initially give a small offer, if you reason with them and explain the situation, they should come back with a better offer.
Good luck and let me know how you get on
jim says
Thanks for the quick reply. That’s a great help. I will keep you posted.
Ade says
Sunny have emailed they will refund loans after ive held a balance for more than 18 months ? Is this a bad offer ?
Cheers
A says
This seems poor to me. I had 38 loans over 2.5 years and adjudicator upheld loans 6 onwards due to pattern of repeat borrowing. I don’t know your numbers but it’s conceivable that someone can have loans every month or every other month for 18 months and that would equal A LOT of borrowing and by Sunnys response to you they wouldn’t consider these. If you’re prepared to get buckled in and see the time out I would recommend escalating to FOS.
Good luck!
Johnvan says
I too received an offer from Sunny. They partially upheld my claim because I had 50 loans without any significant break between May 2014 and May 2016 and agreed to refund interest where I had a balance for more than 18 months. My loans totalled £8600 and I paid interest of £3300. Their offer was £56 + £246 statutory interest. They also offered to write off a balance of £1622 on my account in respect of a £850 loan. This may seem like a reasonable offer however they sold off this £850 loan to SLL Capital and I reached a full settlement with them in January 2017. I advised Sunny of this and sent a copy of the letter confirming full settlement but they have not responded.
I have escalated to FOS
Sara (Debt Camel) says
“This may seem like a reasonable offer”
Actually it doesn’t. Even if they had written off the last loan, that would only have been equivalent to a refund of 1622-850=£772 on the previous loans.
If you were borrowing continuously for 2 years, it is VERY likely that FOS will say the refund should start a lot earlier than 18 months and you should get back a much bigger refund.
I hope your complaint to FOS has made it clear you aren’t just disputing the last loan, but would like a refund on all the earlier loans which were unaffordable.
Johnvan says
Sara
My complaint is about the whole Sunny lending cycle. I think it is useful that in their final response they have stated that I was given 50 loans without any significant gap. I have added in my complaint that there is no outstanding balance on my account and have included the letter from SLL Capital confirming this.
John
Charlotte says
Hi Sara
I have today been offered a redress from Sunny I had 20 loans over 25 months for over £3800 paying a total of £3298 in interest.
They have said they will uphold the loans which were after 18 months of lending which I have worked out as being loans 17-20 offering a total redress of £415.08 plus 8% of £68.41 total refund offered £481.49.
I would like to know if you think I should either of the following -:
1. I should accept this offer (money now would be handy).
2. Go back to them and negotiate a better offer as they never quoted full and final offer.
3. Go to the FOS and them to take up my case and look for more (if they the case failed would I loose the initial offer).
Once again can I thank you for this website as it really does help and with out this site I would never of even looked at claiming back.
Charlotte
Sara (Debt Camel) says
Sunny was at one point offering refunds on loans after 12 months. That was pretty bad.
If they are now setting a bar of 18 months, that is dreadful. they know perfectly well that FOS does not reach decisions on that sort of criteria. You are much more likely to get an offer of 5-20 than 17-20.
Unless you are desperate for the money, it’s likely you can get a lot more by going to FOS.
Sunny don’t usually negotiate, but if they haven’t said this is their final offer you could try? Go back and say what you would be prepared to accept as a compromise – £2000?
I have never seen anyone in this sort of case get less by going to FOS. (Unless of course they do a Wonga and go under – but I don’t have any particular reason to think they might – they are owned by a listed US parent who hasn’t been expressing concerns about the costs of refunds.)
Lisa says
Hi the adjudicator has ruled in my favour on a 2 loan case against myjar.
This has happened pretty quickly within 2 months of submitting my complaint.
I will now be submitting a complaint to them regarding payday uk and payday Express one shambles of a company that ruled against my case even though between them they were taking literally over a 1200 a month from me they decided they couldn’t decide if it was irresponsible.
I have a lot of faith in the fos and genuinely didn’t think I would be getting anything back
Thank you so much for this website
Neil says
Has anyone had their responses from lending stream to their adjudicators assessments .
From reading earlier comments I know that quite a few are due this week.
Brian says
LS replied to ombudsman last night (from what they said). Spoke to FOS who still haven’t seen the reply yet, I guess it’s there somewhere. LS won’t tell me anything as it’s with the FOS, is this normal as it’s my account?
LS have said it’s there so I guess I will ask again tomorrow and if not back to LS
Neil says
Hi Brian,
I think it is normal as I had a similar thing with Ferratum . When I contacted them they told me that they had replied to the adjudicator but were not allowed to tell me the contents of the reply.
This is agonising . The adjudicator has upheld 48 of my loans with LS. Adjudicator has given them until tomorrow to reply
Robert says
Hi All,
I have just received an email from an adjudicator relating to my complaint with Sunny/Elevate. She emailed me several weeks ago to indicate she will be handling my case but she has just mailed again to say she has had to transfer my case to a specialist who will be in touch me about it? Has anyone else received something similar recently? All of my other cases have been fairly straightforward so i’m unsure as to what is different here.
Thanks
Rachel says
Hi ive the said happen with me and my jar. Lady picked up the case 8 weeks ago and told me she would update every 28 days. 30 days in she emails me telling me that she is still investigating and will be intouch in due course. So after 7 weeks emails me, saying due to the nature of complaint it has been transferred to some one else. I phoned the finacial ombudsman today to ask whats going on. They appologised and said that it should have been handled differently and explained out better to me. But its now back in the pile to be assigned a different adjudicator. So im 7 months and still waiting to have all my cases picked up by adjudicators! Maybe yours is the same
StevieC says
Hi,
I see a lot of people on here awaiting for decisions from the FOS with loans from Unclebuck but not many actual outcomes posted. Can anyone share their outcomes if they get them. I have had my complaint with the ombudman since August last year picked up by an adjudicator in a March and passed to another adjudicator in May. They said they had asked the business for more info but they haven’t received it. This was 3 weeks ago.
Joseph says
I recently had 2 loans out of 4 upheld about 1 month ago!
Paula Craik says
I read about this and thought I wouldn’t get anything back but Sunny refunded me 2,600. I got myself in a horrible vicious with a lot of these companies, so have now written to them all. Do they all tend to take the full 8 weeks? Worst offenders were Satsuma and Lending Stream but, as I said, I used a lot of them.
Thanks
Paula
Peter Thompson says
I have accepted an offer from 24/7 but since I accepted and confirmed bank details all lines of communication have gone dead. No reply to emails when I ask when will refund go back to my bank and they don’t answer the phone anymore. Last email sent 4 days ago no reply is this the norm or are they in trouble ie Wonga, Wageday.
Sara (Debt Camel) says
It’s just the norm with them :(
Email them again and say the case is going to FOS in a week if they haven’t responded to you with an acceptable timescale for the refund.
DD says
Hi all,
Just to add my story, adjudicator found in my favour for loans 5-21 I had with Lending Stream and I’ve seen a copy of the letter to LS. I’ve been advised from the Adjudicator that they will share the response from LS with workings out to any redress etc. LS have until the 14th June to rely. Assume they will reply at the last moment.
Sandy says
This may have been asked on numerous occasions but thd business and myself has agreed with the adjudicator, how long is the next step to provide details and get money in bank?
Sunny is the business
SK says
Satsuma have until tomorrow to reply to the adjudicator after upholding my claims, has anybody been in this position with them and how was the outcome?
Thanks in advance
Ross says
In my experience, they agreed with the adjudicator, but they were very slow to pay out. When they do, they send it via cheque, which I found quite farcical, as they send their loans via faster payments?
Kathy says
From what I’ve read from other customers and from my own experience, Satsuma are one of the worst offenders for being slow at responding to anything. Them and Sunny!
Andrew says
Payday UK are mucking around with me adjudicators two week decusok not been responded to and now FOS has given them another week looks like another 12 months queue for ombudsman
Claire says
I’m the same but mines with Payday Express, my adjudicator at the FOS gave them till 31st May but still nothing. Just a waiting game but frustrating
Brian says
Hi all
I know a lot of people here have asked about Ferratum etc and there isn’t too much, so Sara asked me to share my experience with them.
Submitted complaint February 2019 – 19 loans, approximately £3.5K in interest
Rejected March 2019 – Offered £500 goodwill – I rejected and opened a case with FOS
April 2019 – FOS asked Ferratum for documents etc
May 2019 – Adjudicator picked up
Late May (3 weeks later) – Adjudicator found in my favour for loans 4-19 gave Ferratum 2 weeks to reply
1 week later (today) – Ferratum have offered loans 10-19 (bulk of the interest etc is here – 4-9 were all small, about £400 I’d be writing off)
Currently unsure if they negotiate or if I’ll accept. I don’t really want to wait 6 months for £400, I’ve got some bills and a holiday.
They have quoted me 3-5 days payment time from when FOS sends them acceptance of the offer.
S says
Hi Brian, I recently was in a similar position with Ferratum. If you do decide to accept the redress being offered I would also suggest you forward a copy of the “acceptance email” to Ferratum, they paid it in to my account within minutes – it’s about the only good thing I can say about them! Good luck.
Diddy says
Tanks for sharing this. I’m still waiting to hear from Ferratum, only have 2 days left until the 8 week deadline. Didn’t have as many loans, had 10 but interest adds to to around £1000 not including interest.
Will await their response….
Tom says
Hi Sarah,
I have had a response from lending stream which they have upheld that the 3 loans were not affordable. I am in a bit of a dilemma. I am happy to accept the reduced balance (reduced from £2000 to £480 with 8% interest etc). They have said that they will removed the adverse information on my credit profile, however I’m still not 100% sure on the rules. Safety net credit completed deleted the record, lending stream said they’ll removed late payments, defaults etc. However my defaults are due to drop off in September anyway (6 year rule). Am I better off just waiting for them to disappear or have them change it to be “all green” and satisfied?
T
JS says
Probably been asked loads of times, but does anyone know how long it’s taking for cases to be allocated to an adjudicator from when the complaint is registered with FOS.
FOS acknowledged my complaint re H&T on 10/01/2019, but not heard anything yet.
I take it waiting 6 months or more is the norm?
Sara (Debt Camel) says
Pretty normal at the moment unfortunately.
Brian says
Just spoke to FOS to chase again whether they have received the response – they have and are going to prep an e-mail/letter for me.
LS have now agreed with the Adjudicator, Dec 17 they basically told me to poke off but will now pay out on loans 2-25!
Just waiting for the, letter now. As every one it’s taken time but time well spent by the FOS.
Complained to LS Dec 17 – rejected within 2 weeks
Sent to Ombudsman May 18
Adjudicator found in my favour 20th May 19
LS agreed with Adjudicator 3rd June 19
Adjudicator told me on the phone 5th June 19
Hope this helps – will re-post how long payment takes
Moons says
Thanks for the update. Good to know. Glad to read you got a positive response at last.
Brian says
Anybody know long it takes from the FOS receiving the response to sending me the information to accept or reject?
Moons says
Hi Brian,
I spoke to LS this morning and their advisor told me they had sent the reply to FOS last night. ( one advantage of them not having the best trained staff was he let me know they had accepted the complaint) I will update if I hear from the adjudicator. 🤞
Brian says
That’s good to hear 😂. Hopefully the FOS will see his then on Monday, tool 2 days to see mine and have the info.
Haven’t had the offer officially through email yet but the FOS did tell me the offer, basically agreeing to what the adjudicator said.
Mark says
that has me now settled with Avant Credit, Safety Net, Ferratum, Moneyboat, Moneybox 247 and Mr Lender,
got back £6k so far , all without going to the FOS.
i could have im sure got more from Ferratum, Moneyboat, Moneybox 247 and Mr Lender if i had gone to the FOS
but i was happy enough with the offers given and was not prepared to wait 2 years for full resolution.
Just got Quick Quid, Peachy and the money shop left.
as an aside getting bank statement was very easy for me as online i had access to the last 7 years to dowload as PDFs,
i bombarded all the above with bank statements.
thanks again to this brill site.
Liam Pritchard says
Hi guys does anyone know how long piggy bank take to pay out? I received their final response today and they are upholding on loans 5-12, offering £5044.85, plus 8% statutory interest which equates to £519.04. This gives you a grand total redress of £5563.89.
This will be offset against your outstanding balance of £946.40, settling the account and providing an actual refund of £4617.49.
I’m happy with this offer so I’m going to accept it, just wondering what are peoples’ experience when expecting a payout from them?
Thank you again Sara, I would never have got this refund without this page and your knowledge.
Dan says
I accepted offer from them 28/5 and had money in bank yesterday.
Dean says
Hi Sara,
I would really appreciate your help. I have used the template letters above and sent to payday loan companies that I have had payday loans with over previous years and am awaiting the outcome. I have received a ‘statement’ from PDUK but am unable to confidently work out how much interest I have actually paid in total. I would be grateful if I could send this over and ask that you have a look at it for me? I’m also unsure as to why some of the loans have been deemed as expired when others aren’t?
I’m sure that they make it difficult on purpose!
Thank you,
Dean
Sara (Debt Camel) says
They are confusing, see https://debtcamel.co.uk/refunds-payday-uk-express-money-shop/ which has some ideas.
D says
Phoned FOS today to see if my case had been picked up by an adjudicator against lending stream.
My case went in on November 23rd last year.
Woman on the phone was an adjudicator and told me that as LS was not a conventional payday loan company in that you could have many loans at the same time this has taken the FOS a while to work out what category this falls under and how best to figure out if redress is due or not. They now know how to adjudicate on these cases and are working through them now.
She said she’s now working on cases that are between 8 and 10 months old and I should hear back fairly soon (next few months) so anyone in that timeframe you should start to hear soon
Sara (Debt Camel) says
There certainly have been a steady number of LS decisions coming through in the last few weeks. All good ones!
D says
The adjudicator never gave me much on the phone but from.the way she spoke i don’t think the FOS are too fond of LS and their practices
tom says
I have been waiting since june last year for mine to be picked up, then got email saying it had been allocated, now they are saying they need more information. LS are nothing but a piss take
A a Ron says
Mr lender
You had 1 loan from us, borrowing a total of £500.00 and you have only repaid £459.20. You have a current outstanding balance of £415.80. You have not yet repaid the original capital that we lent to you.
In carrying out our investigation we have considered your account that you have had
Whilst we are unable to uphold your complaint, we do not like leaving our customers feeling unhappy with the service they have received. Therefore, As a gesture of goodwill, we would be willing to recall your account from SLL Capital and discount your outstanding balance down to the original capital borrowed meaning you would only need to repay £40.80 which you can repay in one instalment, or a number of instalments that you can afford.
1st loan of £500 I actually paid back £789.80 not what they state. What do you think? Is it a good offer?
Sara (Debt Camel) says
So you only had the one loas? And you have been making payment to SLL? Their offer is obviously based on incorrect information.
The most you could get by taking this to the ombudsman is £289. But it’s pretty hard to win a one loan case.
One option that would get this settled now is to go back to Mr Lender and say how much you have paid SLL. Say you will be happy if they recall the loan, write it off and remove the default from your credit record.
David says
Hi
I have sent away a complaint to ferratum asking for details of all previous loans which I believe to be in the region of 30 continuous loans over the last 2 and a half/3 years and they have replied advising they will only provide this info when they make their final decision??? Is this normal with them. I have started complaints with snc, cashfloat, sunny, satsuma already and they provided info within days.
Dan says
Hi all,
Update as 8 week just arrived.
QQ/P2P – Derisory offer of £30 when paid interest over £5k – Straight to FOS
Sunny – Have offered £2300 plus £300 stat interest, I paid around £3200 interest. They have upheld all loans after 12 months of borrowing from them, loans 10-33. In my eyes was a good offer so have accepted.
Lending Stream – 50 loans, £3500 int paid. Not upheld, straight to FOS
MyJar – 3 loans, £1200 int paid, Not upheld straight to FOS
Piggybank – 1 loan, £270 int paid, Upheld and full refund plus stat int received
Bamboo – 1 loan, £1000 int paid, Not upheld but I have good information to counter before FOS.
Thanks for you advice Sara, its very much appreciated!
Aymen says
Hello Sara
Alright how I am gonna start..it’s bit confusing for me but I will try my best.
I have few loans some of them ongoing some of them I paid them off.
I have so far 7 loans with sunny -ongoing (more than an year now )
I have 1 with my jar – paid it off
I have 1 with safety net- ongoing
I have 1 with mr lender – ongoing
I have 1 with loan2go – ongoing (massive interest on it )
Can I complain to them all or it has to be specific ones.
I am just bit lost some help will appreciate it
Thanks
Kind regards
Sara (Debt Camel) says
You can complain to each of them. Separate complaints to each lender. Use the template on this page for them all apart from loans2go and Myjar – use the other template over here https://debtcamel.co.uk/refunds-large-high-cost-loans/.
1 loan cases can be hard to win unless the loan was large or is still ongoing.
Where you still owe money, add a sentence to the complaint saying you want an affordable payment set up. Yiu have to stop repaying one loan and borrowing more as that leaves you too short.
Alice says
Hi,
I raised an issue with Payday Express on the 25th of Feb, they got back to me 8 weeks after and requested more information i.e. bank statements, I instantly sent these over once I received them from the bank on the 13th of May and have had no further comms from them since, I have emailed the customer services email and sent a message through resolver.co.uk, but unfortunately I’ve still had nothing. Am I in a position to raise a case now with the FOS or should I wait it out a little longer?
Thanks
Sara (Debt Camel) says
Yes you can go to FOS. But if you do payday Express will stop working on it… it is a really difficult decision for you as things go slowly at the ombudsman. people do get good results from carrying on waiting with Payday express but of course you may not, in which case you will regret not going to FOS now.
Andrew says
I have had an adjudicator rule in my favour with sunny. I would be grateful if anyone knows what my chances are of sunny agreeing with the decision and if they do how long do they try and drag it out for. Thanks andy
A says
Hi Andy,
They partially agreed with adjudicator on my case (adj recommended loans 6 onwards, Sunny came back and offered 18 onwards). The offer differed significantly from the adjudicator decision in financial terms to I passed to ombudsman. They responded on the final day of the 2 weeks. Good luck with yours!
Chris says
Hi, received update from adjudicator today on my Cashfloat complaint. He has rejected my complaint as he feels they had undertaken the correct checks and due to my salary they had no reason to doubt I couldnt afford the loans. As I only borrowed a few times with them. I argued that if they had checked my credit file they would have seen I was in financial trouble but he rejected this point and advised that it is not uncommon for lenders to lend for a couple of times before undertaking more stricter checks? Has anyone else been advised this?
I took out 3 loans with them
£500
£600
£650
All over four months, as soon as loan 1 was paid, I took out loan 2 on the same day and the same for loan 3.
At the same time I was up to my eyes in debt with loans from Myjar, Ferratum, Mr Lender, Uncle Buck, 247 Moneybox and LS.
I have received money back or had loans written off from all the above. My biggest refund was over £2900 from Myjar. I am out of the payday cycle thanks to this website. My complaint with LS is at the FOS as I borrowed 54 loans from them over three years. Hopefully, I will have a better chance than my Cashfloat complaint.
L says
Had an email today from FOS regarding my My Jar complaint I’ve been assigned an adjudicator just 6 weeks after sending my complaint to them. I’m sure I’m now in for the long wait but I was surprised to be allocated one so quickly.
Nic says
Good luck with your complaint mine has been with them 11 months and still no adjudicator! Let us know how you get on
Simon says
Hi all
I’ve sent my case against P2P to the ombudsman and attached bank statements, do the statements also go to P2P or just the ombudsman?
Sara (Debt Camel) says
Just the ombudsman. Good luck!
johnvan says
Sara
I need your help in considering what would be a fair offer for the loans below from Uncle Buck. These were all taken consecutively with the maximum gap between repaying and re-borrowing being 7 days. Total interest paid was just over £3300
17/02/2014 £300
03/03/2014 £300
31/03/2014 £400
28/04/2014 £400
30/07/2014 £500
17/11/2014 £500
09/02/2015 £500
27/04/2015 £600
31/07/2015 £800
30/10/2015 £800
29/01/2016 £800
23/05/2016 £800
The first 3 were one month. From 4 onwards were 3 monthly payments.
I had no expectations of receiving any offer from Uncle Buck . 8 weeks has passed and they keep asking for another day.
Now I have received an e mail stating “Thank you for your patience whilst I reviewed your complaint.
I would like to make you an offer of refund, would it be possible to speak with you regarding this”
I have to call tomorrow after 9am and I would like an idea what you would consider a fair negotiating position would be.
Sara (Debt Camel) says
So you were in debt every month for 30 months. And the amount you borrowed went steadily up, not falls.
I think a fair offer would probably be a refund from loan 5. The switch to three month loans at loan 4 obviously didn’t resolve your problem as with loan 5 you needed to borrow more.
johnvan says
Sara
It may not be the greatest offer but I have agreed a settlement of £1250 with Uncle Buck.
In my head I was hoping to get around 50% of the interest I have paid from all my lenders.
£1250 is not a million miles from this. It is a reasonable amount of money and I am relatively happy with this and I can use this towards becoming debt free. Reading other postings I had very low expectations.
I may not be the greatest or hardest negotiator but other readers may be interested that Uncle Buck are prepared to negotiate. They initially offered £600 but were prepared to budge There may be a change in their policy towards complaints.
Thanks again. That is 2 windfalls in 24 hours
John
Sara (Debt Camel) says
The point of negotiating to is to get a settlement you are happy with. Some people want every last penny possible back and are happy to wait a long while to get it. But you had already decided a 50% return was what you hoped for and to get nearly that directly from a lender without the delay of going to the ombudsman is a good result :)
Nathan says
Just stopping by again to express my thanks as Sunny have made me what I consider to be a good offer, through the ombudsman, that I am willing to accept.
Thanks to Sara and all other contributors for sharing your experiences. Good luck to everybody else!
Has anybody received any funds from Sunny recently and have any idea how long they take to pay out if accepting their own offer?
Thanks in advance.
Miranda says
Hi Many thanks for this excellent website.
I was in the vicious cycle of Payday loans and am making claims to 6 lenders .
Most of the transactions on my bank statements are for casinos, as I had an awful addiction to online gambling. I had various payday loans out at any one time, no lenders asked to see my bank statements. Obviously If they had they would never have loaned to me.
Do you think I should state my gambling problem from the outset to the lenders ?
To clarify I have been free of gambling since January 2018 using the national Gamstop service.
Thanks for your help
Adam says
Has anybody had any dealings with Satsuma when it comes to them freezing/waiving interest when you have expressed to them your financial difficulty and are currently in a repayment plan. They have been adding the interest each month and I think now 1 more month and it will be just under double what I originally borrowed minus anything I’ve already repaid back. Just means it’s going to take so much longer to repay now.
I sent them an email regarding freezing/waiving interest and I’m awaiting a reply, it is already currently with FOS since October and got a letter last week saying it’s going to be a while longer. Anybody had positive dealings with Satsuma freezing/waiving interest?
Thanks
John says
They cannot go any further in the interest they add 100% is the limit.They are ridiculously difficult to deal with . Don’t think twice about sending to fos .It will take time quite possibly 6_12months but anything you pay now will come back with interest.My complaint has been over a year and still no adjudicator its frustrating but you will get there .
Adam says
Thanks for the reply John,
Understand that they can’t go more than 100%, just frustrating that they already know how much financial difficultly and just making it worse and taking longer to repay debts then. Already with the FOS has been since October so not quite been as long as you, but completely agree that they are extremely difficult to deal with, every other company has frozen interest and have it down as arrangement to pay on credit report and satsuma just put down late payments and arrears!
Thanks again for the reply.
Turtle says
Same issue with them and the way they report it on the credit record. Surely it can’t be right?
Adam says
It doesn’t seem right when every other lender I’ve got payment plans with are happy to leave it with a green circle beside it instead of red and show that I’m in an arrangement and sticking to the arrangement.
Nic says
It’s rubbish but they aren’t doing anything wrong! I argued this point with them and took it to the FOS but because we aren’t meeting the contractual payments they can put late payments on the record
Sara (Debt Camel) says
Adam – have you sent them an affordability complaint? Or are you just asking for a repayment plan?
Adam says
Already sent them an affordability complaint and already has been escalated to FOS from after October.
Sara (Debt Camel) says
Ok, well if you win the Complaint, all negative marks will be removed anyway.
Holly says
Update on data access request from my jar :
Thank you for your email.
We can confirm that the checks were properly performed and our lending decisions and borrowing options that were offered were based on the details obtained from the credit report and additional details you provided when you applied with our service. The report we obtained would have reflected the data as held at the time the report was requested.
Unfortunately, we can not provide the specific data we hold related to the checks performed as the data we retain is specific to our internal calculations and the criteria we use to make the lending decisions. You can review a full copy of your credit report at the time by requesting a copy from the credit reference agency. Their report would reflect all data they held and would have been able to provide us at that time.
We hope that you find this information helpful; however, should you have any further questions regarding your account, please do not hesitate to contact us.
Kind regards,
This is really vague and quite stand off ish they are very reluctant to give this Info
Sara (Debt Camel) says
“You confirm that you have retained some data about me that you received from the credit reference agency. Under GDPR you are the data processor for this data. I am entitled to a copy of all the data about me that you hold, which includes this data.
I am unable to get a full copy of my credit report at that time from a CRA as CRAs do not provide this facility.
If you do not provide this information, I will be lodging a complaint about this with the ICO as well as taking my affordabilty complaint to FOS.”
Debbie says
Hi all I’m on week 4 with my complaints, I was just wanted to know should I ask mr lender for a copy of all my loans and interested paid as I didn’t do this in my initial complaint or shall I just leave it now for final decision.
Sara (Debt Camel) says
If you don’t know the loan details, then I think it’s good to ask.
Debbie says
Thank you Sara I shall do this I’m not sure why I never in first place as I did with all the others but I checked my complaint and I never so will get that done today. Many thanks for your help.
Lena says
Hi Sara,
I have lodged complaints with several lenders during April but so far only Sunny and Mr Lender have sent a final response. Sunny have not upheld my complaint so that went to the FoS last week. Mr Lender have responded more positively as I’ve had 5 loans with them amounting to £2450.00 which with interest would have cost me £4476.00. However, I have only repaid £2096.00 as last October I advised them that I could not afford the repayments and have been paying a token payment of £1.00 per month since. Their final response says that whilst they do not uphold my complaint they are willing to reduce the outstanding amount as a goodwill gesture (“to keep Mr Lender Customers happy”). The amount is £354.00 so essentially they ARE upholding it as they are only asking for me to repay the total capital I have borrowed from them across 5 loans. They just don’t want to say that! I have accepted as they are also removing any loans from my credit file so I am happy with their response and wanted to share.
ClaireR says
A great end to the week.
I have just heard from the adjudicator in my lending stream case.
I had 27 loans, between 2012 and 2018.
They are asking LS to uphold on loans 4-7 and 10-27.
They have given LS until 21st June to respond.
The additional loan that LS provided me after I had put in my complaint
is not included, I will have to raise a new complaint for this, although i have complained to LS
about it, but not heard from them (10 weeks since i complained on this last one)
I am wondering if I can negotiate with LS when they come back with an offer to include
this one, rather than go through the FOS route again.
Very pleased with this outcome though. Its been ongoing since August 2018.
Hang in there everyone, and huge Thank you to Sara and this site
Katie Richards says
Hi I’m waiting on lending stream too although mine has been a nighmare. I put in complaint March 2018 was picked up March 2019 by adjudicator. The adjudicator has agreed with my complaint to uphold loans 6-17. They sent them a letter on the 12th April and they had till 27th April to reply. I’m which they didn’t LS then said they hadn’t received letter. Then I found out that the fos had two different complaints for the same complaint(don’t know how) . Then had email from Ls to say they will send their response by 5th june . So still waiting now and I all I get from the fos is that it’s now someone else looking at complaint it’s been 4 different people. It’s been a nightmare and I still don’t know what’s going on
Jane says
Hi Sara
I’ve received a favourable outcome from a pay day lender saying they will refund me most of the interest I asked for and agree that for most of the loans they lent to me irresponsibly.
But in the response they also say that if I feel they lent irresponsibly to me and I didn’t give them a full picture of my finances, they can investigate and report me.
Can they do that?
Thanks
Sara (Debt Camel) says
One reader commented “Report me to who? Ghostbusters?” when a lender said that to her…
I can’t say they won’t report you to CIFAS, but I have been hearing this sort of statement for years now and no-one has ever had any problems in practice. The lenders are too busy trying to deal with complaints to give themselves extra work “to investigate” you, there are usually very good reasons why people can argue that their application wasn’t accurate (see https://debtcamel.co.uk/payday-lender-says-lied/), and how can it have been fraud when you repaid the loan?
CB says
I have it’s heard back from Cashfloat and the complaint was not upheld. Two points that I am wondering about are 1) They asked for household income and not individual income even though it was an individual loan 2) I have just read the contract I signed when getting the loans. It says ‘’You have requested a loan for £550 over 4 month/s. If you repay (each of) the 4 monthly repayment/s on time the loan will cost you £-550.00 in interest and £0 fees. The total repaid will be £875.22 .’’ Is this worded correctly? It didn’t cost me -550. Are either of these points worth arguing?
Sara (Debt Camel) says
1) They asked about household income – does this mean you put your partner’s income down there? did they also ask about your partner’s expenses?
2) well that sounds wrong but I don’t think it’s going to help you win an affordability complaint.
Gail says
Hi Sara, I have a complaint with moneyboat at the moment, my issue is they’ve reported a late payment on my credit report, however they haven’t attempted to take payment and neither have they advised whilst I have a complaint on going that no payments will be taken but that late payments would be reported on my credit report, are they allowed to do this? Many thanks.
Sara (Debt Camel) says
No they shouldn’t do this, not unless you had asked them not to take a payment or cancelled your CPA so they couldn’t.
Is the complaint still with them or have you sent it to FOS?
Can you afford the payments to them? Normally if you are making an affordability complaint, you can’t! It’s important that you end the cycle of repaying one debt and borrowing some more because that leaves you so short.
Brian says
Ferratum update:
I received my refund yesterday of £3.4K from Adjudicator.
Ferratum – from what I’ve been told – generally agree with adjudicator although argue down the number of loans – for me it was 3 less than adjudicator recommenced but was about £200 so didn’t care.
They were quick to comply with FOS and good at communication etc.
Any questions please ask. I’m in and out with a refund in probably 4 months so I think I’ve been lucky. That’s 4 months from original complaint to Ferratum to refund through FOS.
Sara (Debt Camel) says
That’s very quick. Well done to Ferratum for sending their case file details to FOS promptly.
Peter says
Hi Brian,
Can you advise when you began the process and how long it took the Adjudicator?
I have a case with Ferratum at the moment, reported in Mid April, Ferratum (to their credit) replied right away, have investigated and offered me a Redress by end of May. I refused, and I have taken this to the FOS. They have asked for all Bank statements etc, which I sent off yesterday. Im just wondering how long things might possibly take.
Thanks in advance.
Mike_p says
In my case it was about three weeks from initial FOS constact to them asking for bank statements etc. Then it was 9-10 weeks until an adjudicator contacted me last week. She said she can’t see it taking long but stressed that it’s entirely dependent on how long the lender takes to respond.
Peter says
Thanks Mike, appreciate the info
Christian says
Safety Net Credit have agreed with an affordability complaint and issued a final offer of £660.64 and removal of all adverse marks on my credit file. They’ve also deducted the tax. I only put in a complaint after having read comments on this forum and felt it was a long shot. SNC have, in my view, behaved pretty honourably. Don’t know when the money will actually be with me but this is a super result. All done within 8 weeks. No FOS involvement. Huge and grateful thanks to Sara and this site for such great advice.
L says
I found them great to deal with too, by far the easiest so far.
My refund was in my bank 6 working days after I accepted.
Magda says
Hi, I need advice on how much refund I can ask for borrowing £2328 over 10 loans in one year. The company who I borrowed from is in liquidation and the company who deals on their behalf asks for an exact amount I want claim for. Can you advice please?
Sara (Debt Camel) says
Is this wageday advance? Do you know how much interest you paid on each of the loans?
Magda says
Early payday loans. Not sure how much interest the charged exactly.
Also, received a reply today from quick quid, uphelding 3 out of 12 loans. If I accept the payment on the 3, cam I still refer the case to FOS about the other loans?
Thank you for your help
Sara (Debt Camel) says
EPDL – OK, you are going to have to work out from your bank statements what you borrowed and what you paid them – the difference is the interest. Without that you can’t estimate a refund.
QQ – no you can’t – the amount will be offered in settlement of you whole complaint. How much have you been offered on those three loans? How myc interest did you pay on the other 9 loans?
Sara (Debt Camel) says
ok, so they have offered you 952 on 3 loans, the interest on the other 9 is £1100.
So it sounds as though QQ are refunding the loans on which you paid the most interest? You wouldn’t normally get all the rest of the interest back from FOS, it’s possible but it’s more common not to get the interest back on the first few loans. But you would also get the 8% extra interest added, which can add up to a lot if the loans were old. So you could reasonably hope to get £1100 more back by going to FOS – not all the loans will be included but the 8% will be added on.
One problem here is I can’t really say anything sensible about how long a FOS case might take. Some QQ cases have taken more than two years. There is some sign that cases are now going through faster but there is a backlog at the ombudsman of thousands of QQ cases. And of course there must be a small worry that during that time QQ could go bust like Wonga. That doesn’t look imminent but I can’t say it won’t happen.
I think you have a hard decision. If the extra amount was only a couple of hundred, I would suggest it’s not worth the time. If it was £4000 then you would be giving up a huge sum to settle. But £952 isn’t peanuts and nor is the chance of an extra £1000 on top.
Beth says
This is some of the email
———————————-
loans with MYJAR
Loan ID Date Issued Date Closed Loan Amount Total Paid
1921730 2015-12-01 2016-02-24 £800.00 £1,169.53
1976130 2016-02-24 2016-08-31 £1,475.00 £2,722.98
2108422 2016-08-31 2017-08-31 £2,500.00 £4,533.62
2378868 2017-12-02 2018-01-03 £900.00 £1,106.30
2484822 2018-05-17 2018-08-01 £1,500.00 £2,229.73
2580020 2018-10-25 2018-11-06 £250.00 £272.50
2598526 2018-12-06 2019-02-28 £400.00 £573.63
2622657 2019-02-28 £1,250.00 £374.25
Sara (Debt Camel) says
I have removed the standard bits they say to everyone.
so what has MyJar offfered or have they rejected your complaint? What does your claims company suggest you do?
Beth McLeish says
Decision
Due to the aforementioned reasons, despite our obvious empathy, we are unable to uphold Mrs Mcleish’s complaint.
Please note that we have currently placed Mrs Mcleish’s loan on hold until 12 July 2019 with a discounted balance of £1212.51. We understand that her financial situation may not allow her to clear this in full and are more than willing to discuss setting up a repayment plan with weekly or monthly instalments she deems affordable. If we do not hear from you or Mrs Mcleish before 12 July 2019, the system will automatically attempt to collect the first scheduled instalment of £242.51. Should it fail, the agreement for the discounted repayment amount will be cancelled and the standard interest and charges will apply.
We regret any inconvenience this matter may have caused Mrs Mcleish.
Once the loan is repaid, the account with MYJAR will be permanently closed as we have been made aware that our product is not suitable. As a responsible lender we would never wish to lend money to any customer who may find it difficult to repay
Beth McLeish says
I have not heard from the CMC as yet, I just got the email from myjar directly. My question is really is this just the standard response & do I take it further? Sorry it’s so long!
Diddy says
Beth, I’m in pretty much the same situation to you with MyJar and got exactly the same reply.
I too got rejected with a discounted balance so sent it to FOS and said I will set up a plan of £1 a week until it’s resolved (cheeky on my part I know). That was a week ago and they haven’t replied as yet.
Sara (Debt Camel) says
I have to say their empathy is not obvious to me!
So at a rough guess they are taking about £600 off the interest that would have been charged on the last loan.
I don’t think that is at all reasonable. You have been borrowing a lot from them for a long while. The first three loans were continuous, with you borrowing the same day you repaid the previous one. And they went up in size a lot – 800, 1475, 2400. I think Myjar should have made more enquiries before loan 2 and made VERY detailed enquiries, including asking for bank statements, before giving you loan 3.
There were then a few months gaps between the next few loans but the last three were again very close together and again going up 250, 400, 1250. Again more enquiries should have been made before that last loan.
So a minimum acceptable offer would, I think, be a refund on loan 3 and the last loan. That would mean the last loan would be cleared AND you would get a refund of over £1,000. And you may well get more than that by going to FOS.
Lisa says
Myjar completely denied they didn’t do enough checks to make sure the second loan I had with them was affordable I sent it to the fos was picked up and dealt with by the adjudicator who said they had to refund all interest and myjar have agreed. My complaint was with the fos for less than 2 months
Annette says
Hi I’ve got a complaint with many lender at the moment from sunny I’ve had 12 loans from January.Ferratum 7 loans from November some loans are over 4 months I have 8 defaults on my credit file and the still gave me loans have u got any chance of any money back
Sara (Debt Camel) says
Sunny will probably reject your complaint but definitely send that to the Ombudsman. Ferratum, another good complaint.
Do you still owe any money? Have you stopped making the payments?
Angela says
I’m paying off 2 loans with lending stream at £7.59 per month but I’m finding what I can view on my account very confusing. The first loan was initially for £515. To date I’ve paid back roughly £712 and it still says I have £618.27 left to pay so the £515 loan will cost me over £1330 to pay back. I can’t find how much the second loan was for but it says I’ve got £368.11 left to pay. When you click on the payment history there is nothing there and it says 0 payments left to make even though I’m paying money back towards it each month. It’s very confusing
Sara (Debt Camel) says
Is this your online account you are looking at? Did you have other loans with them before these two?
Angela says
Yes my online account. I think I had other loans with them. I’ve ordered bank statements and requested data from lending stream
Sara (Debt Camel) says
Also send them an affordability complaint if you haven’t already down this.
Angela says
I will do yes. I’ve done it so far with 247 moneybox and got money back. MyJar wouldn’t uphold my complaint so I’ve sent it to fos. I felt they sent me a generic response as it mentioned rollovers but I’d said nothing about those in my complaint. They also said they didn’t have to look at loans older than 6 years
D says
Are Mr lender and 118 usually the full 8 weeks in replying does anyone know?
PHIL says
Mr Lender were the quickest for me. 118 have not replied to my complaint after 7 weeks.
D says
Mines is now 6 weeks with Mr L and not so much as an acknowledgement from 118 and that’s 5 weeks
Ally says
My 118 was wiped clear and some interest added, and refunded without even taking it further than the letters from this site. Stick with it.
S says
Hi L, Yes the same thing happened to me. I phoned them and said the email hadn’t been received and they requested for it to be sent again – received a response two days later – but still no idea where the initial email went? Good luck. S
Stu says
Hi all, Satsuma have still not replied with their decision which was upheld by the adjudicator. They should have replied by the 6th June, I have just called FOS and still no reply. Has anybody been in this situation with them and if so is there anything we can do to push this along. I did see some people talking about trust pilot…..
Thanks
Sara (Debt Camel) says
Satsuma’s Trust Pilot rating is dreadful, so they won’t really care (or probably even notice) if you leave them a bad review. That route only works for lenders who are proud of their Trust Pilot rating.
There isn’t really anything yiu can do to speed this up, it’s just a waiting game, sorry.
Stu says
I have left a message on their Facebook account, they have literally just called me to inform me they will have their decision with the FOS today. Message I left:
Hi, you should have replied to the FOS (adjudicator) by the 6th June 2019 regarding my complaint that they have upheld. After calling them today you have still not done this, not only wasting my time but theirs. I will be leaving negative comments regarding this issue and your unprofessionalism approach to this claim. My claim reference is???????????
FOS reference????????
Look forward to hearing your response.
SK
NJG says
What do you do if you can no longer find the payday loan company anywhere on line but you are still paying the debt of to a debt collector? I used cheque advances from Cashbrokers in Maidenhead Berks – not part of CA$hbrokers that you can now find they tell me – and have no paperwork at all. My debt was taken over by MIL in March 2015 and have been paying £5 per month since. They are ok, just call every 6 months to see if I can pay more. But I would like to claim for redress and can’t find anywhere to send it to. MIL didn’t say that they had bought the loan but were asked to take it on but can’t supply me with any details either when I ask……
Joseph says
I’m sure Sara has made something called a “Prove it” letter. Say you don’t believe the debt and make them prove you owe it with paper work, if they can’t, they can’t chase you for the money
Brian says
Hi all, I have called Lending stream and accepted an offer from them which went through the FOS.
They have confirmed my bank details and said it will be paid within 28 days… normal question, is it normally that long?
ClaireR says
I heard from adjudicator on Friday that they have upheld my complaint about LS too.
They have until 21st to respond so will be interesting to see how long they take to pay
once they have agreed the refund.
Will look out for your updates Brian
Simon127 says
Just accepted an offer from Lending Stream on 5 out of 7 loans upheld dating from 2009-11. Was surprised with the offer due to the loan age (>6 years). LS replied on the last day of the the 8 week complain window with an offer of £1050 + £575 8% Statutory interest. 2 of the loans not upheld were for small amounts so not too bothered about these!
As per other posts payment is up-to 28 days away from acceptance!
Thanks to this site I have now received in excess of £3k in refunds without referring any to the FOS.
2 complaints outstanding with CashASAP and SNC.
si says
Hi Sara could I ask how you roughly calculate the 8% interest ,
do you just take the amount of interest paid and add 8%? or does it somehow backdate to the date of the loan ,
I just want to roughly work out what amount of a claim I have so that if I received an offer I could judge it ,
my total interest paid on loans was approx. £2k on 31 loans from Jan 13 to aug 15
OT says
Hello!
I have recently started the process of complaining to numerous payday loan companies.
I have had a reply from Fernovo saying I took a loan from them via Quidie of £300 with £45.88 of interest of charges added on by the time it was paid off.
At this time, I’ve only sent them a request for full details of any loans I had with them, which is set out in step one on this page.
I have not yet sent a reply but they are saying they are not upholding the complaint because they believe it was responsible.
This was one of many loans I had at the time and they say they could see my total at the time from my credit file and that they verified my monthly income. They could not have verified my monthly income correctly because they numerous loads I had caused me to spiral into debt I could not pay off.
Do I just continue with step 2 as described on this page? They are saying I can go to the financial ombudsman.
Thanks!
Simon says
Hi all
I have sent 3 emails to P2P for a data protection breach over the last 7 days but no reply. They sent the wrong final response to me with sensitive information for another case.
Not sure the next step with this now?
Chris says
Report them to the Information Commissioner – details on their website. Clear breach of GDPR.
Brian says
Just thought I’d send a message to urge people to keep going, it does take time, it’s taken me 4 months now, I’ve been unbelievably persistent, emailed CEO’s, left trust pilot reviews, have called twice a week to each and every one of the firms I spoke too. Genuinely – it’s tough, but it’s doable – I’ve had genuine success from being persistent.
I’ve had the following wins:
Ferratum: FOS – £3,644.50 – (Balance of £515.44 written off)
24/7 Moneybox: – £2,626.79
PiggyBank: – £187.61
Saftey Net Credit: – £198.87 (Balance of £892.55 written off)
MyJar: – £636.17 (Balance of £658.21 written off) + was given £200 compensation I requested for incompetence.
That’s £7,493.94 back in my pocket & £2,061.56 of loans written off. A total of £9,556. A staggering amount.
I also have cases at FOS for Lending Stream, Uncle Buck and Moneyboat.
I’ve won 1 loan cases, large loan cases, multi loan cases, I’ve won additional compensation etc.
If anybody needs any help and any advice, I’m more than happy to share it.
THE ABSOLUTE KEY – Keep a spreadsheet with calls you’ve made, amounts paid etc – I have everything down in an excel and it provides perfect ammunition with FOS & with lenders when they lie.
Don’t give up!
Neil says
Hi Brian,
I thought you had won your lending stream case? . Please see post form “Brian” above
Thanks
Brian B says
Think that’s a different Brian! Think there are 2 of us here! :)
Brian says
2 Brian’s Neil 😂
I had an email from the FOS today saying what was offered and I accepted, which they’ll forward back. Rang LS and confirmed bank account and that I accept but they have to sit for FOS to tell them I accept, more waiting. Then the 28 days
Shelly s says
FOS upheld my complaint against Uncle Buck. Asked them to respond by 27th May… they ignored this. After becoming increasingly frustrated at the delay I rang uncle buck, only to be told that they are going to contest the finding. They would not tell me why or give me any details and said the FOS would have their response by the end of the week.
Has anyone else had this happen? I begin this process in July last year and it feels never-ending.
StevieC says
Hi Shelly,
How many loans did you have with Unclebuck? I have been informed by the adjudicator I should have my decision against them with me this week. I haven’t seen many peoples experience with them on here but judging by their reputation I don’t expect them to accept any adverse decision against them.
Shelly s says
I had 12 loans in total, the adjudicator said they should not have loaned from 5-12. Interest totalling about £680.
All the women at UB would tell me today was that they would be contesting the adjudicators decision and would send further information to FOS to refute my claim. I have no idea what they can provide the FOS. They did not lend responsibility and clearly did not carry out proper checks. It’s all very frustrating
Beth McLeish says
Hi Sara, my CMC have now escalated my Myjar case to FOS, what would be your (or anyone elses) advice with regards to future payments? I have been advised to continue making payments to them, but would it be reasonable for me to offer a “token” payment, of say £5 a month whilst it is with FOS?
This to remind you is what they said “Please note that we have currently placed Mrs Mcleish’s loan on hold until 12 July 2019 with a discounted balance of £1212.51. We understand that her financial situation may not allow her to clear this in full and are more than willing to discuss setting up a repayment plan with weekly or monthly instalments she deems affordable. If we do not hear from you or Mrs Mcleish before 12 July 2019, the system will automatically attempt to collect the first scheduled instalment of £242.51. Should it fail, the agreement for the discounted repayment amount will be cancelled and the standard interest and charges will apply.”
Thanks again for all your help.
Sara (Debt Camel) says
I think you should offer an amount which affordable for many months, so you can continue to pay it without it meaning that you are so short you have to borrow elsewhere or not pay important bills.
If you win your complaint you will get more back in a refund because of these payments. If you lose (which obviously I hope you won’t) then there will be a lower balance to repay.
Beth McLeish says
Great, many thanks for your help with this, I shall do that then.
Neil says
Hi All,
Update on lending stream. They agreed to adjudicators assessment . Acceptance form was sent by the adjudicator last Friday. I called LS to confirm whether or not they had received the form, which they had, and to provide them with my bank details.
They have 28 days to process the refund. Hopefully it will come through sooner because I’ll be checking my e-mails and bank account every two minutes of everyday for 28 days otherwise. Refund due is 7.5 K