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?
Gill says
Hi Sara
Have had several disappointing outcomes from FOS adjudicators, only 1 out of 4 upheld to any degree. Problem was I had between 2-4 loans with a lot of different PDLs , at the same time, trying to juggle my finances, but they look at them lender by lender even though I asked them to look at the bigger picture, as shown in my dismal credit report from that time. With Quick quid (and Wonga ) I had loads of separate loans but that complaint is in the very long queue. Was hopeful for ladder loans too but email from FOS adjudicator today saying that she’s passing it to someone else after 9 weeks of it being on her caseload, with all the info from the lender in place. Feeling a bit pessimistic!
Sara (Debt Camel) says
I’m sorry but it is much easier to win a case against 1 lender for 10 loans (say) than the same 10 loans split across 4 different lenders. A lender only has to make a reasonable decision on your application. Unless the loan is very large, they would not be expected to look in great detail at a the first or second loan.
Gill says
I know! Thanks Sara. Hopeful of getting some interest back from quick quid, pounds to pocket, ladder loans and something back from Wonga when that’s all decided.
Steven R says
I’ve had success so with with two upheld complaints (Safety Net and Mr Lender) I’ve a further 4 away to the ombudsman atm. Question, when the lender removes negative markers from your file what date should then be used as the date settled? There was still an outstanding debt on my Mr Lender account with the default date being 06/2018. Now the settled date is 05/2019, meaning it will now take six years to be removed from my credit files instead of 5 of I had left it as a default. I’ve emailed them and asked to change the settled date to the date of the issued miss sold loan, being 12/2017. Am I right in asking this?
Sara (Debt Camel) says
A settled payday loan debt with no default or missed payments doesn’t actually harm your credit record. Unless you intend to apply for a mortgage in the next year, it probably isn’t worth bothering about. But if you do want a mortgage you could ask them to change the settlement date to be earlier.
Steven. R says
I’ve been addressing my finances with the main aim of credit score/report repair as looking to the future I want to get a mortgage. All the advice I’ve seen says that any payday loan on your files within the full 6 year reach will more than likely result in not being offered a mortgage. With that in mind 4.5 years till they all clear is better than the 6. I just wanted to know what the rules state on when the settled date should be so that if Mr lender won’t change it back, I could challenge it. My tot money score has already jumped 44 points just having this one default removed. I’m still awaiting on the S.N. default being removed. Thanks you Sara :)
Sara (Debt Camel) says
There are no “rules” for this sort of situation.
“All the advice I’ve seen says that any payday loan on your files within the full 6 year reach will more than likely result in not being offered a mortgage.” no that isn’t right. See https://debtcamel.co.uk/payday-loan-mortgage/
StevieC says
Hi All,
I just wanted to share with those interested in UncleBuck outcomes. I have received my adjudicators response today which partially upholds my complaint. The upheld loans were the larger ones which i expected. This will reduce the debt by £1000 which is a god send. I still have to wait for their response which no doubt will go to the ombudsman but definitely looks promising. If all goes well here my debt will be reduced by £8000 since my first complaint. Thanks for this page Sara, literally life changing.
Mike_p says
I have a FOS complaint open against Uncle Buck – how long was it between the adjudicator picking up your case and giving you a decision?
StevieC says
It was 2 months between being picked up and making a decision.
phil says
hi
I made a complaint to speedy cash on the 10 April and used the email address for wageday advance .On the 22may I re sent this to the kpmg address. its been about 9 weeks and still nothing from wageday advance .
Sara (Debt Camel) says
Have you use the letter on this page or something similar? They will not work, Speedy Cash is in administration, you need to contact the administrators and ask for a Claim Form. See https://debtcamel.co.uk/wageday-advance-wda-administration-sale-morses-club/ for details and any other questions are best asked on that page.
Phil says
Hi
Arr h right thats why ive not received any response. Yes I used the template letter from this page .I will ask for a claim form now then
.
Paul says
It’s great everyone is still submitting complaints. I’ve finally had the adjudicator rule in my favour with LS, over 30 loans, 26 of which he has submitted to LS as unfair. Now, to say I forgot about sending this to the FOS, is an understatement, but a lovely surprise today. I’m just waiting now on LS response, if any at all, then hopefully a payout.
Evy says
General question. Does lending stream normally accept the decision of the adjudicator or does it normally get rejected and have to go to the fos? Thanks
Brian says
They accepted mine, albeit on the final day.
Just waiting for the refund to appear in my account now. 3 days in, 25 to go!
Daron says
I had fos rule in favour against think money Ltd from loan 6 to 22 no waiting for reply from think money
simon says
Hi all
I have just received a first email picking up my complaint after sending it to the FOS due to P2P not upholding my loans. My question is I have now picked up missed loans that they haven’t mentioned in their final response that were in the same time as the other loans, can I reply back to them or do I need to wait and take it up with FOS?
Sara (Debt Camel) says
Are you sure these were “new loans” – if they were top-ups or rollovers or part of a flex loan then the number of loans P2P quoted may strictly be right.
simon says
They could be 3 top ups but should they not have mentioned this in their final response?
Sara (Debt Camel) says
It would be better if they had written their final response in a more helpful way, but if they have rejected your complaint or made a poor offer it is only worth going back to them if it is clear that there is a totally different loan that they have left off. Just make sure your complaint to FOS is clear about the loans and top-ups.
simon says
No offer was made loans were £1000 and £600 with interest paid back £4500, I had 3 missed payments and many payday loans at the same time as well as a debt management plan in place so I will keep fighting on.
Thanks as always for your help Sara
Holly says
Has any one had any luck with pounds to pocket with their complaint before going go fos ?
Their 8 weeks is nearly up and I received a generic email saying they are still looking In to it and I will have a response by next week .
My loans with them are as follows :
£600 -2016
£1018.99 (weird number I know) 2017
£850 2018
£1201.24 2018
And I have one outstanding which I am in a payment plan for
£1104. Their interest is so large on these loans as well
Holly says
Hello following on from my last comment with pounds to pocket .
£600 loan 31/10/16 base loan then topped that up to £800 and on that statement it says total interest charged was £1,167.14
Then the top up is classed as a separate loan on their site so £1,018.99 and interest is £817.35 08/08/17
£850 interest is £640 23/04/18
simon says
Re Sunny. Just had a response from them. 14 loans over 3 years, total paid back £7443. They have rejected my complaint but as a goodwill gesture wiped the £1304 balance. I think this is a bit of a result. QQ Peachy and MyJar are flat refusal’s so they can go to the FOS. Peachy send a zipped file which you cant open !
Sara (Debt Camel) says
How much interest did you pay on the Sunny loans?
Mark says
Peachy should send you another email with the passcode on.. It’s normally your date of birth.. I had no problem with them. They do ask for 14 days to give you the money though… I’m on day 5 and still waiting..
L says
They do it on the last day towards the very end of the day!
simon says
Give or take it was around the balance figure.
Holly says
If you have a smart phone you can download the zip app they need you to use and open it for free and look at it that way , I called them and said the same that I couldn’t open it and they told me an app to download hope this helps
Holly says
Do lending stream generally get settled without FOS as well ?? And would mine be worth taking to FOS ? They also sent be threatening emails saying I’m in arrears when I actually wasn’t as well :
01/10/18 £80
15/01/18 £50
22/01/18 £300
26/02/18 £290
20/03/18 £230
07/06/18 £450
31/07/18 £150
02/11/18 £100 these are all close and I have open now
15/09/18 £250
17/09/18 £300 both in payment plans now
Sara (Debt Camel) says
LS often reject or make poor offers. That lot is definitely worth sending to FOS – and also tell FOS about the threatening emails!
Holly says
Will do thank you Sara
KM says
Hi Sara,
Just wanted to know what form I need to reclaim £200 tax form HMRC? Also, do I have to wait until the end of the tax year to reclaim? I was also wondering what tax year my refund falls into and is it just the interest I pay tax on? Is interest counted as earnings? TMS made the offer on 3 April 2019 and I accepted on 6 April 2019. Does this make a difference to the tax year?
Thank you in advance.
Alex says
Hi could I just ask how long your refund from TMS took to process. I signed my acceptance letter and sent it back on the 14th June.
Iain123 says
https://www.gov.uk/government/publications/income-tax-claim-for-repayment-of-tax-deducted-from-savings-and-investments-r40
Iain123 says
Yes, it’s just the interest.
When did you get the money, after 6th? Just wait till April 2020, something to look forward to.
Debbie says
Hi all ,pls could someone help I’m trying to find out how to download my credit report from credit karma to get it. Ready in case I need it for the FOS but I don’t see an option to do this,does anyone know how to or could someone advise on what to do to get the credit report, many thanks.
Ann says
I’m having problems trying to do it as well I’ve tried on my iPhone and a pc at work no joy .
Mark says
I had problems, I went with Experian in the end, yes it’s £15 for the month but you get the most comprehensive report going, a lot of credit companies use Experian, not sure if you get Experian on a karma report, I don’t think you do.
Debbie says
Are u able to download the documents to send to fos from Experian?
Sara (Debt Camel) says
noooo – many payday loans won’t show on Experian, the lenders only report to TransUnion (used to be called CallCredit). Even if your loans do show on Experian, the lender is likely to say well we didn’t check that as we use TransUnion. So sending an Experian report to FOS is a waste of time.
I will try to find out if they are going to change Credit Karma to be downloadable. In the meantime, you need to get your Statutory report from TransUnion. You can then download that by saying you want to print it and changing the print setting to save as a PDF.
GM says
Equifax does free statutory reports now and you can generate them anytime and download them. The only payable services are the credit score and a few other bits n bobs that have no interest.
Some paydays loans do show up on Equifax, like MyJar and Active securities (247 Moneybox). I used to have some from Wonga too, but they eventually expired.
Experian is a waste of money and paying £15 wont get you much more, according to personal experience and Martin Lewis.
Debbie says
Cheers Sara I’ll do the TransUnion one I’m in no rush I’m on week 6 and have a week of work so wanna get all documents sorted and want the ones that will best help me as I’m sure some will be going fos. Many many thanks again for everyones help you’ve helped loads and appreciate it much.
Ross says
Hi all,
I contacted Credit Karma, and they were really helpful. They explained that, in the near future, they will reinstate the download option. In the meantime, if you go to your credit report, and print it as a PDF, and save it, you will then have this to send to the FOS. It did mine (over 150 pages), so I knew it had worked. When I opened the PDF, the whole document was indeed there, as an attachment :)
A says
LENDING STREAM
Hi all,
I had an adjudicator rule in my favour with Lending Stream who were to respond by the 7th June. Have spoken to both LS and FOS this morning. LS claim they responded on 7th, FOS haven’t received it.
Has anyone else experienced similar? I don’t want to start pestering either party but the redress would make a huge difference for me (none of us have ended up on this forum because we won the lottery!) and I know they have a 28day window for payment so don’t want it to drag on too long.
Thanks
Stu says
Hi, I am in the same position, LS say they have sent it on the 10th and FOS saying not received anything. This also applies to satsuma who replied on the 6th and FOS not received. I will be calling the FOS today chasing this issue.
BRIAN says
Yes, I had this the other week. LS sent it on the last day, even last minute. It took about 4 days for the FOS to see and I got the email maybe about 8 days after the deadline for LS from the FOS.
A says
Thanks for getting back Brian, hope you had a positive outcome.
Stu good luck, FOS seemed to have no trace at all of an email received but sent a follow up while I was on the phone so fingers crossed it’s not too long!
E says
Hello Sara,
I have a complaint in with MyJar,
Total borrowed £8600 total interest £3300
That’s over 11 loans, they partially upheld my complaint offering a redress of £330 loans 5-8 were upheld.
I sent to the FOS 13/05/2019, I have just been assigned an adjudicator 17/06/2019 how long is the wait till I receive a decision?
Nic says
I just had my decision back and it took roughly two weeks
GM says
Mine took about two weeks too.
E says
Hi Nic/GM
Thats a good sign, i was quite surprised to receive an adjudicator so soon. from your experience do they tend to agree at this stage?
were you successful?
cheers
GM says
Well, they seem to agree with Adjudicators decision. After the adjudicator decided, they replied to the FOS in less than 2 weeks. I agreed to their offer and replied to the FOS, copying in My Jar. The business replied very quickly and asked me to send them a scan of my bank statement as proof of bank details before Friday 10 am as it is the cut off for their monthly pay run. i got paid next day.
However, they can take up to 2 weeks, depending on how far is the final decision from MyJar’s pay run.
Nic says
agreed loans from 5 onwards should be refunded, just waiting to hear back from MyJar hopefully they don’t take the whole two weeks and hopefully they don’t wait too long to pay out either
Georgina says
Hi,
I’m looking for some advice. I’ve recently recieved my final response from MyJar and was wondering what to do next. I had 12 loans from them between 2014-2018. I’ve paid roughly £2800 in interest in that time with another loan taken as soon as one paid off. They have only agreed to payback £793 the interest for just one of the loans as they say they should have done more checks on that one alone. I had other loans after the one in question and was now thinking should I ask them to reconsider or just accept the offer?
Thank you
Sara (Debt Camel) says
That doesn’t seem like a good offer. Is it clear to you why they picked just that loan? Was it a lot larger? or after that were there big gaps before you borrowed again?
Georgina says
Thankyou for your reply,
That loan was for £1000 the next was taken out the same day as paying the previous one off for £600. The one following that was taken out day after paying off the £600 for £1025. These are the largest of the 12 loans and to be honest the ones I’m wanting to reclaim. They state they only made a mistake on the first large loan the rest they say they did all the checks. They also have jot added 8% interest and stated something about tax (contact them for more info).
I’m just wondering do MyJar reconsider the decision? Or should I send it to FOS?
Thank you
Sara (Debt Camel) says
Well if you ask them to include the next two loans, you should get a reply in a few days, so it’s worth a try.
Georgina says
Thanks for the advice. Sent an email this morning asking for the others to be considered so fingers crossed they send another offer.
Georgina says
Hi, I sent an email last week asking MYJAR to reconsider some if the other loans. I included screenshots from my online credit report as some more evidence of my financial situation at the time. Got an email back this morning saying they cant accept screen shots of bank statements I need to send them in. I’ve already advised that I would not be sending them bank statements in previous emails. If it goes to FOS then i would send them in.
Starting to think they dont really read emails properly.
Ross says
Hi E,
I have sent a MyJar complaint to the FOS too, after they offered redress on loans 9-12 of a total of 18. Conveniently, these were the ones with the lowest interest amounts. Bizarrely, they said the ones before loan 9 were lent responsibly, as were the ones from loan 13 onwards. A bit baffling?
E says
Ross,
That’s very similar to my complaint, they offered a redress on the small loans. Fingers crossed the adjudicator comes to a better decision, when did you send your complaint to the FOS?
Ross says
Hi E,
I sent the complaint, to the FOS, on 19/05/19, An adjudicator has called me, this evening, saying he’s ready to look at my case.
D says
So guys tomorrow is Mr lenders 8 week deadline from the first email sent on the 23rd of April 2019.
If I hear nothing back from them tomorrow should I then on Wednesday email them again telling them that as the 8 week period has now passed I will be left with no other option but to pass this over to the FOS?
Or should i hang it out and give them an extra few days?
I’ve not had a lender go to the last day of the deadline before so I’m unsure as to how.to tackle this.
GM says
Watch now on BBC1, Panorama, about the payday loans!
Chris Deban says
I hope someone may be able to help. Between sep 2013 – Aug 2016 & sep 2017 – March 2019 I got stuck in payday loan cycles.
I have sent a complaint to wonga (joint administrators site), sunny and quick quid.
During these two cycles o used to hop between these three lenders …so I’d use one for 3-4 loans then go to another so I didnt get denied. I’m wondering since I did it like this will they get out of it since they normally only pay after 4th loan?
I used to get 5-6 a month. Example would be this
Quickquid 2014 sep -dec, sunny dec 14 March 15, wonga March 15 July 15 and I would keep reapeting.
My view and point is that if they’d check my credit history they would see i had upto 50-60 credit agreements from payday lenders every year…so I think they should base it on the entire length not just after first 4 for them?
Thanks
Chris
Sara (Debt Camel) says
it makes it harder to get a large refund from a lender when you have done this. But if you did it for years and the amounts you borrowed were generally going up you should still get a refund. Expect Sunny and Q to reject or make poor offers – it’s likely these complaint will have to go to FOS.
M says
Hi Sara, need advice. received an email on a 8th week deadline from 247: We do not uphold loans 1 to 16, as we are confident on the checks made for these loans. For loans 17 to end, you have borrowed a total of £4417.00 from us, and repaid a total of £4941.57 to date. Redress is calculated from interest and charges paid over the principal amount funded. This figure is £524.57 We are happy to resolve this by actioning this as a refund + 8% statutory interest (to be calculated). In addition to this, we can also remove all negative reporting from your credit file. By accepting this, you are confirming this acts as full and final settlement. Total amount borrowed across all loans: £9971.00 Total amount repaid across all loans: £11692.70
i still have open loan with them which ~550, they also sent me an email a week ago Notice of intention to file a Default,We are writing to give you notice that should your full balance remain unpaid we will register a default with one or more Credit Reference Agencies no sooner than 28 days from the date of this email. So i am so confused. i wrote them an email asking about current loan but thought will ask you for advice. Worth accepting,if, they wave the 575 current loan and 525redress or go to fos on this deal?
Many thanks.
Sara (Debt Camel) says
Quite right that you have to clarify what they are doing with that last loan!
Could you redo the figures with the last loan separately… how much did you borrow on all loans apart from the last one? how much did you repay?
and then the last loan – what did you borrow and have you made any payments to this – ignore what they say the balance is and the interest is, just what you borrowed and have paid.
Moneyox 247 will negotiate on an offer, so its worth trying, not going straight to FOS
M says
so total £9971 (last loan£500). total re payed through 24 loans £12,462. but they uphold from 17.
last loan made few payments left £575 but im payment plan of £25 a month.
also just want to find out. If let’s say i will accept an offer from 247 which they uphold loans from 17 ro 24 i believe. Can i still inform them that i will go (or can I?) FOS? or if I accept the offer thats done? BTW my last loan is £500 which £625 to repay. I paid them probably £75.
Sara (Debt Camel) says
If you accept their offer, you can’t take the other lonas they aren’t refunding to FOS.
If the total borrowed is 9971 and you have repaid 11692 then you have paid 1721 in interest.
An offer of 524 refund (plus 8%) – it depends …
– if they are also writing off the balance then it’s okish but not good. You may well get twice as much by going to the Ombudsman.
– if they are using some of all of that refund to clear the balance so you get little or nothing it’s very poor.
Claire says
Hi
I accepted an offer from Payday Express on one loan, they asked for further information on others but didn’t uphold them. I went to the FOS and it went to jurisdiction, the adjudicator looked at my case, she looked at bank statements, credit report and felt they should have upheld the other loans. She wrote to Payday Express on 17th May she gave them till 31st May but they still haven’t replied. She is giving them till 28th June as they are busy but if still no reply will chase them.
Ross says
I have received responses now from most lenders with pretty bad news. MyJar have agreed partial responsibility and offered around £800 on £3000+ interest. Morses, Satsuma and MrLender have all said they believe the loans were affordable and offered nothing. They also said I provided no evidence. Loans2go haven’t responded.
My question – if I made out my expenses (mainly loan repayments, but everything generally) were less than they actually were, do I still have a case if I go to the Ombudsman? What is my best next move?
Sara (Debt Camel) says
Probably send them all to the Ombudsman! Any you borrowed from more than a couple of times or where you still owe money or where the loans were large and definitely loans2Go – the worst of the lot for rip off interest. If you aren’t sure, say a bit about how much you borrowed from each of them? Also read https://debtcamel.co.uk/payday-lender-says-lied/.
Ross says
Thanks for the link, that makes a lot of sense and will help me with my argument.
I posted a couple of months ago when I originally made the complaints. I had around 10 loans with each provider and paid thousands in interest.
I will submit them all to the Ombudsman and update with results. Thank you.
Sara (Debt Camel) says
10 loans – absolutely send them all!
Ross says
One further question – can I send all loans together as one case, or do I need to create a separate case for each one?
Thanks
Sara (Debt Camel) says
One complaint for each lender, no matter how many loans.
Paul says
Does anyone have any recent experience with Lending stream refunds?
I am 8 days into the 28 days they have to repay my refund and was wondering roughly when people have received theirs?
I see their companies have paid really swiftly.
Thanks
Neil says
Yes Lending Stream . I’m 11 days in out of the 28 days and still no refund.
Could it be that they pay out as late as possible because of the 8% statutory interest calculation? . It wouldn’t surprise me, with Lending Stream, that they pay out the refunds so that the timing of the refund equates to the 8% interest offered.
One question I have though is if they pay later than the 28 days can you ask them to amend their 8% statutory interest calculation ?
Thanks
Paul says
Glad to hear I am not alone – hopefully when you get yours’s I’ll only be a day or so behind! good questions though – I think the decision (refund) is only up until the date of offer – the 28 days sounds like a generic acceptable timeframe to make a payment to a customer – just like with any other business product.
Brian says
Have you had anything from LS yet – refund or information?
Neil says
Another thing with Lending Stream and their slow refund processing.
I dont understand what is so difficult in processing the refunds. Surely , in straight forward cases where there is no outstanding balance on the account, etc, then all the hard work has been done. At the stage they make an offer then should have fully investigated the case and calculated the redress and its just a matter of clicking a few buttons??
Paul says
Frustrating isn’t it. pay a loan in mins yet a refund takes a month.
I am very reluctant to chase as they’ll just say within 28 days – also, if it is going to be sooner will they be petty and delay it!
D says
Hi
Following this information I have begun the process of claiming against the payday loans Ive had.
I have received the following today – I thought it might be useful to someone
We wish to confirm that MMP Financial Limited purchased the brands Swift Sterling and Pounds Till Payday and commenced lending in December 2015. Please note that as of July 2017, Pounds Till Payday is a credit broker and not a lender. As such, we are unable to refer to any previous loan(s) you may have received from another lender. Requests for information regarding any loans taken out prior to December 2015 should be referred to Northway Financial Corporation Limited.
Northway Financial Corporation Limited
2nd Floor, 2 Airways House High Street
Sliema
SLM1549, Malta
Email: complaints@northwayfinancial.com
Sara (Debt Camel) says
were your Swift Sterling loans before or after Dec 2015?
D says
I believe it was before December 2015.
I have emailed the company and will see what they say.
Thank you for this site and guidance, it invaluable.
jw says
Hello, Once a company has given the final response to a complaint and I have accepted (not gone through FOS) – Do they have a certain time frame they have to pay it in?
247Moneybox is the company in question.
Regards
Sara (Debt Camel) says
I’m confused – what is the status of your 247 case?
on 11th June you went back with a counter offer which they accepted
on 12th you said they had given you a final decision which you had accepted but they weren’t replying to your emails
on 13th you said they weren’t answering your emails so you had sent it to FOS
JW says
They replied on the 14th stating that my updated redress is £372.27+8% and I’ve since agreed sent my bank details.
I just didn’t know if they are allowed 28 days like if cases go to FOS
Sara (Debt Camel) says
There aren’t any rules. If nothing happens in another couple of weeks, give them a nudge. And if they are correcting your credit record, make sure they do, as they seem to forget sometimes…
JW says
You’d think there would be some sort of time frame set for this type of thing, Thank you for the advice.
I will also make sure to keep an eye on my credit score as that was also apart of the agreement.
Thank again for all your help
Ruth says
I have received response from Sunny that my complaint was not upheld.
I had 15 loans from them, within a 9 month period – most of these overlapped and some were top ups.
I guess my question is, do I go back to them and attempt to get them to reconsider or so I just go straight to the FOS?
Date Drawn Date Repaid Amount Interest
30/09/2015 22/10/2015 £400.00 £43.25
18/10/2015 22/10/2015 £750.00 £19.20
19/12/2015 08/01/2016 £150.00 £19.20
03/01/2016 08/01/2016 £100.00 £2.56
02/02/2016 08/02/2016 £250.00 £9.60
22/02/2016 05/03/2016 £250.00 £19.20
28/02/2016 05/03/2016 £200.00 £7.68
16/03/2016 06/04/2016 £250.00 £32.00
19/03/2016 01/04/2016 £400.00 £33.28
27/03/2016 06/04/2016 £300.00 £19.20
02/04/2016 14/04/2016 £250.00 £19.20
15/04/2016 05/05/2016 £500.00 £67.20
17/04/2016 05/05/2016 £450.00 £51.84
08/05/2016 01/06/2016 £950.00 £139.84
01/06/2016 03/07/2016 £950.00 £191.60
Thanks for your help.
Sara (Debt Camel) says
Straight to FOS – Sunny have some sort of automated decision program and they won’t diverge from it – even when presented with a strong case.
D says
Would it be possible to email directly to gain some guidance rather than posting?
I have read the site and have started this process.
Mr Lender – I had 4 loans from Oct 2014 to May 2016 constant borrowing, paying off and reloaning on the same day – then there is a break to 31/1/18 with 2 loans spanning 13 months. – how might the gap in lending impact on this claim?
Piggy Bank – 3 loans from 10/2018 to now – unsure if I can claim this one – although if they had checked my credit file they would have seen the other loans taken out at the same time – Would this be worth following up?
Money boat – 12 loans constant borrowing from September 2015 to this year .
Cashfloat – – 5 loans –
My Jar – 25 loans spanning March 2014 to Feb 2019
Safety Net – borrowed each month since may 2018
Ferratum – 6 loans – from Sept 18 to now –
Lets see what happens
Sara (Debt Camel) says
I don’t give advice by email. And often it is other people posting here who will say the most useful things as they are going through the same process you are.
Mr lender – if there is a long gap, then Mr lender will probably treat this as two separate groups of loans.
People can win 3 loan cases (and indeed 1 or 2 loan cases) – it depends on your situation. So your claim would be much stronger if you borrowed 200,300,600 than if you borrowed 600,200,300 as with the increasing size, the lender should have noticed you may be in difficulty.
It sounds as though you have several loans outstanding? If so, you need to cancel the CPAs with your bank unless you are sure you can make the repayments and not have to borrow again. these complaints can take a long while to sort out, you can’t assume it will all be done in a month or two.
Holly says
Satsuma have already been ten weeks and are asking for a final two weeks is this fair to give them a few more weeks ??
Sara (Debt Camel) says
I wouldn’t. They aren’t known for making good offers :(
Holly says
So I’ve had small previous loans paid off
18/4/18 1£150
2/11/18 £100
1/12/18 £100
Then current
Oct 2018 £400
Dec 2018 £600
Worth going to FOS ?
Sara (Debt Camel) says
so the Dec18 loan was given before the Oct 18 loan had been repaid? I would say that is worth going to FOS – all of a sudden you were borrowing a LOT and they should have looked in detail about whether you could afford it.
Holly says
Yes correct , on will send over this evening 😊
Ross says
Hi Sara,
With reference to my ongoing MyJar complaint, I am becoming increasingly frustrated with the FOS. I know they are snowed under, and are doing a great job (under difficult circumstances), but my complaint is turning in to a bit of a farce. I originally complained to MyJar on 20/03/19. MyJar sent their final response on 08/05/19. They partially upheld my complaint, but I declined their offer and sent it to the FOS the same day. A couple of days later, I received a FOS email stating that the business had until 15/05/19 to give a final response to my complaint, even though I had attached the final response to the submitted complaint? On 19/05/19, the FOS acknowledged my complaint and gave me a complaint reference number, and asked for further information. I sent this (credit report and bank statements) that same day, However, since then, I have received a further email, asking me to return the attached complaint form and a copy of the company’s final response? (By the way, there was no attachment attached!). I’ve never known it be this confusing and I am pretty much losing faith in the whole process. Any advice please?
Sara (Debt Camel) says
Phone them up and ask what is happening?
Ross says
Hi Sara,
Just an update. The FOS have just called me, and the adjudicator introduced himself and we spoke at length about the details of my complaint and we answered each others questions. He says he is ready to look at my complaint, which I am absolutely thrilled (and astounded) at. Not bad going really to say that their initial acknowledgment was only on 19/05/19! He dropped hints on how he felt, about my case, and I explained about the persistent lending and online gambling, which I explained I had now been free of since January 2019. He said it was great to hear that I had made that break. I feel a lot better about all of this now and will look forward to what the outcome is. By the way, he couldn’t explain about the other erroneous emails, but he said he had all of the required information to proceed :)
stu says
Hi Sara, wonder if you can make sense of this one, FOS has agreed and upheld my complaint with Satsuma with regards to loan 6 and 7 which states that they should refund all interest and charges on these two loans, Satsuma has upheld their decision.
Loan 6 – £1800.00 – interest paid was £1785.60 (interest should be refunded)
Loan 7 – £2000 – interest added was £1984.00 (interest should be removed) (loan still active, I have paid £637.86 to date through a DMP to date)
Satsuma have come back with the following:
1. As such we can reduce Mr ???? outstanding balance by £387.72, this is made up of interest paid, 8% annual interest, and interest outstanding.
2. The above will leave a capital amount £895.68 which remains payable by Mr ????.
I believe that they owe me rather than me still having capital to pay or am I mistaking something somewhere?? please help….
Sara (Debt Camel) says
Something is definitely wrong with those figures!
On loan 6, you should get a refund of 1785 plus 8% statutory interest.
On loan 7, the balance should be reduced to 2000-687=1313. So you should get a refund as the interest on loan 6 is larger than this reduced balance.
It’s not just that they haven’t taken account of your DMP payments, there is some bigger error than that. Go back to them and say this looks wrong and ask for details of how they have calculated it. If that doesn’t cause them to rethink, tell your adjudicator about the problem.
stu says
Thanks. I thought I was going mad.
Satsuma will not discuss with me and told me to speak FOS, I have emailed the FOS with what I thought it should be:
Thank you for your email, I have just called to explain a query that I have regarding the complaint with Satsuma. The complaint was that loan 6 (90000####)and 7 (90000244####) interest would be refunded/removed which would be the following:
-Loan 6 (90000240####) was for £1800 with £1785.60 interest paid (this should be refunded)?
-Loan 7 (9000024#####) was for £2000 with £1984.00 interest added (interest to be removed from loan, loan still active).
-I have paid £637.14 to Satsuma since June 2018 for loan 7 through my debt management company.
-My question is that how do I still owe Satsuma £895.68?
-Interest refunded £1785.60 (loan 6)
-Interest removed £1984.00 (loan 7)
-Paid to date £637.14 + £1785.60 = £2422.74. This would clear my loan 7 and satsuma would owe me £422.74 not including 8% interest?
D says
Help required.
Mr lender have told me despite my first email stating “affordibilty complaint” they say because I l my asked for statements in that one then it wasn’t the start of that and they actually have till the 25th of June to respond.
I’ve told them that as my first email outlined what I was complaining about then this as such should be treated as my affordibilty complaint.
Have I picked this up correctly or are they in the right here?
Ross says
In my opinion, any email sent with the word ‘complaint’ in the title should be treat just as such. After the 8 weeks have elapsed, since you first sent the complaint, forward to the FOS. They will see that you meant complaint, from the outset, as it clearly states this in your original email.
D says
Thanks for the reply Ross.
I believe it’s 8 weeks from first email. I’ll.give them till Thursday close of play now and if not it’s straight off to FOS
David says
Hi I sent a complaint to onstride and they have replied asking for bank statements, pay slips and confirmation of a date that I knew these loans were unaffordable. Do I need to provide this info as no other lender has asked for this.
Sara (Debt Camel) says
See https://debtcamel.co.uk/quickquid-payday-loan-refunds/ where I comment on this.
Holly says
Hi al would just like some advice my pounds to pocket loan has not been upheld but they have emailed me jargon before and after FCA rules please see below
When you first borrowed from CashEuroNet UK LLC we were regulated by the Office of Fair Trading (“OFT”). However, in April 2014 regulation of consumer credit became the responsibility of the Financial Conduct Authority (“FCA”).
Both the OFT and FCA required us to conduct proportionate checks to ensure any borrowing would be affordable and sustainable.
Our checks were not expected to be exhaustive and we were entitled to use our judgement when determining the types of checks we would conduct to assess affordability. When reviewing your complaint, we have assessed our lending against either OFT or FCA regulations, depending on whether you borrowed from us before or after FCA regulations were implemented.
Is this correct ??
£600 loan 31/10/16 base loan then topped that up to £800 and on that statement it says total interest charged was £1,167.14
Then the top up is classed as a separate loan on their site so £1,018.99 and interest is £817.35 08/08/17
£850 interest is £640 23/04/18
They haven’t upheld my complaint
Sara (Debt Camel) says
“When you first borrowed from CashEuroNet UK LLC we were regulated by the Office of Fair Trading (“OFT”). However, in April 2014 regulation of consumer credit became the responsibility of the Financial Conduct Authority (“FCA”).” Not really relevant to anything.
“Both the OFT and FCA required us to conduct proportionate checks to ensure any borrowing would be affordable and sustainable.” True.
“Our checks were not expected to be exhaustive and we were entitled to use our judgement when determining the types of checks we would conduct to assess affordability. ” Yes, but the Financial Ombudsman is clear when a lender should be doing more detailed checks – when the loan is large, the borrower’s income is small, the term of the loan is long or where there has been a lot of repeat lending.
“When reviewing your complaint, we have assessed our lending against either OFT or FCA regulations, depending on whether you borrowed from us before or after FCA regulations were implemented.” True – but that doesn’t mean the Ombudsman will think they did did a good job of this assessment…
Sara (Debt Camel) says
I’m not clear what the loans were. You borrowed £600 then a top up of £200? Any more borrowing?
Holly says
So from what I can make out
£600 loan 31/10/16 base loan then topped that up to £800 and on that statement it says total interest charged was £1,167.14
Then the top up is classed as a separate loan on their site so £1,018.99 and interest is £817.35 08/08/17
£850 interest is £640 23/04/18
£600 topped up to £800
Then £1,018.99 separate loan
Then £850 loan
Sara (Debt Camel) says
So you had two loans, the first topped up, then a second one of 850. The “separate loan” just sounds like confusing reporting of the top up.
With a loan, a top up and another loan it’s worth taking this to FOS. The loans weren’t small. It will depend on the details of your case what FOS decides but it’s worth a try.
Holly says
It does Dosent it ! Makes no sense at all I have escalated it through resolver they then have a week so I will take it from there thank you
Emily says
Hi, I have received a response letter from the FOS following a Myjar complaint. The adjudicator has upheld all 5 loans (4 paid and 1 currently owing £1045).
They have said in the response “You should add together the total of the repayments made by myself towards interest, fees and charges on all upheld loans without an outstanding balance” does this mean the four loans I have paid in full the actual loan amount paid back is including rather than just the interest?
These are the loans:
Loan 1 £725 paid back £748.46 10th October 2018-15th October 2018
Loan 2 £1100 paid back £1157.75 15th October 2018-30th October 2018
Loan 3- £650 paid back £654.22 12th November 2018-13th November 2018
Loan 4- £500 paid back £507.50 14th November 2018- 16th November 2018
Loan 5- £1200 currently have £1044.99 outstanding have paid £93.04 in interest/charges so far.
Please could you also help me work out roughly how much I will be refunded please?
Sara (Debt Camel) says
“does this mean the four loans I have paid in full the actual loan amount paid back is including rather than just the interest?” No – it says add up the interest, fees and charges, NOT any payments you made toward repaying the loan capital.
You have paid tiny amounts of interest on the first 4 loans. Not much over £100 in all.
Loan 5 – how large are the payments you have made towards this loan, ignore whether these are for interest or capital, just the total you have paid to it?
Emily says
Hi Sara,
Thanks for your reply. I have only currently paid £173.44. I’m currently making token payments of £1 and plan to do a self managed dmp in a month or so.
Thanks,
Emily
Sara (Debt Camel) says
So if you remove interest from the last loan, you need to repay wehat you borrowed. You have paid 173 to 1200 borrowed, so you still have to pay £1027 more. You can take the refund of just over £100 on the earlier loans off that so you will have to repay a bit over £900.
Emily says
That’s great thank you. Sorry one more question, in regards to another payday loan company. I had an outstanding balance of £200 which they wrote off as part of their final complaint response. Can I still take this to the FOS? As I had around 30 odd loans from them in a short space of time. Thanks, Emily
Sara (Debt Camel) says
If they just wrote it off without asking you if you accepted that offer, then yes you can go to FOS.
Shay says
Hi,
First of all can i say what a great help this site and you have been in understanding the process on how to complain regarding affordability and a lot more.
I had 20 loans with myjar, and they partially upheld my complaint for 2 loans. They have offered £200. Would this seem fair considering the loan activity below
5/12/14-23/12/14 – 100 repaid 120
29/12/14-28/1/15 – 100 repaid 124
28/1/15-8/4/15 – 100 repaid 156
10/4/15 – 2/6/15 – 250 repaid 335.31
2/6/15 – 26/8/15 – 200 repaid 291.40
31/8/15 – 26/11/15 – 500 repaid 729.17
29/11/15 – 27/1/16 – 500 repaid 670.36 ****
8/2/16 – 25/2/16 – 200 repaid 227
28/2/16 – 26/4/16 – 700 repaid 965
2/5/16 – 26/5/16 – 400 repaid 473
28/5/16 – 4/8/16 – 800 repaid 1070
4/8/16 – 1/10/16 – 700 repaid 937
1/10/16 – 28/11/16 – 475 repaid 648
30/11/16 – 28/12/16 – 800 repaid 865 ****
28/1/17 – 29/5/17 – 575 repaid 837
14/7/17 – 31/7/17 – 200 repaid 225
9/9/17 – 1/10/17 – 150 repaid 172
1/10/17 – 26/2/18 – 700 repaid 1180
12/3/18 – 27/4/18 – 250 repaid 320
28/4/18 – 1 payment left 87.00 – 850 repaid 1425
Loans with asterix **** are the 2 they said the agreed to payback interest but said the loans didnt regularly increase amongst other excuses. Would i have any chance of more if i took it to FOS?
Thanks very much for ur help
Sara (Debt Camel) says
That looks like a very poor offer. You had almost continuous borrowing for more than 3 years – I suggest you send it to FOS for them to look at.
Shay says
Thats what i thought though their reasoning seemed convincing. Thank you very much for your help
Sharon tempest says
HI there, I had less loans than you and My Jar came back with a simular offer, I went back to the Ombudsman and was finally offered around £2500
D says
Getting some amount of crap from Mr lender just now.
Claiming that
“I believe that you should never have awarded me these unaffordable loans. 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”
Doesn’t actually constitute the start of my complaint despite that being my very first email on the subject. They claim it was an email sent a week later that constitutes the start of this so They have an extra week to reply.
Getting pretty fed up with it all to be honest. I might just go straight to the FOS as they’ve said they won’t deviate from the deadline they believe is correct
Sara (Debt Camel) says
It’s up to you. It is incredibly annoying. But Mr Lender are one of the few lenders that will negotiate if they give you an offer which is too low, so it may be worth waiting another week.
D says
Ok Sara thanks.
I think my irritation is because 118 are being deliberately awkward and it feels like it’s not moving anywhere. I may give them the extra few days and see but I believe both these cases will end up at the FOS anyway as other than SNC all of my other ones have had to go there
D says
Sara Mr lender have come back offering a redress of 200 and odd pounds.
Have offered a redress on 5 of the 6 loans I asked for.
My last loan was the biggest with the interest over £1000. They say the gap was too big. (One and a half months) but paid loan 8 even though the gap between 7 and 8 Was more than 10 and 11.
I’ve told them I don’t want to go down the long route of FOS and even though I believe id win that I will settle for 950 plus 8% statutory.
I paid over 2200 in interest on all loans so I hope they accept this and it’s over with them
Have I been reasonable?
Sara (Debt Camel) says
I can’t tell – I’m sorry I can’t tell from what you wrote which loans you have asked for a refund on or which Mr L has offered a refund on. 950 out of 2200 sounds reasonable though, indeed rather low?
D says
I had asked.from 7 to 11 As the earlier loans were actually affordable and I didn’t really have a complaint on them.
I asked them for 950 as I hoped an amicable deal could be reached without need of FOS. They’ve now came back and said 250 is their final offer as they’ve now accepted loan 7 was unaffordable
Could well be going to FOS
Angela says
How did you get on with SNC? My complaint is currently with them.
Ja says
I had a complaint with SNC and they were a little slow but I imagine they are dealing with alot of complaints.
My final response was at the 6 week mark which they upheld all of my borrowing , I accepted then recieved the money the next working day.
Good luck with your case
D says
With SNC between complaint to cash in the bank I was 4 and a half weeks.
They were excellent to deal with
Sam says
Hi Sara, can you let me know your thoughts on this please ? A payday lender has stated that as I work at a bank I should have know earlier I could complain about pay day loans? I honestly had never considered or thought had cause or right to complain about pay day loans. In my work there is never any discussion or training about pay day loans.
Sara (Debt Camel) says
I don’t think it’s a good argument but I know a couple of lenders are trying to use this to block loans over 6 years being considered. If they do, send your case to the Ombudsman and let FOS decide.
E says
Has anyone had any luck with next credit on here?
I have received a final response from them and accepted the settlement, as I only had 3 loans with them. I can’t contact them on the phone and they’re really slow at replying to emails.
Mr PDL says
I have E. They paid it in less than 7 days for me (it was only a small settlement)
SIMON127 says
I recently accepted a refund from Next Credit on 26/04/2019 – with payment being received on 02/05/2019.
Worth sending a chase up email but i don’t think they delay payments upto 28 days like Lending Steam!
I notice that NextCredit are no longer offering payday loans due to commercial reasons – probably due to the number of complaints and refunds being paid out!
E says
Thank you Simon, I’ll send another email.
Joe says
Just had my loan with them written off, took about 3-4 weeks from start to finish
Sarah says
i have had my list of loans back from My jar but they have only put the 1 x loan from 2013 and they state they do not keep the records for older loans? and because there is only 1 x loan after 2013 then they will not be upholding my complaint. If i go to FOS with just bank statements for the older ones can i make a claim? but i don’t have any loan ID or what interest i paid as i had top up and there is 10 x loans prior to 2013? The last loan in 2013 went through a DMP and is paid but showing on my credit report, can i request they take this off?
Sara (Debt Camel) says
Yes, send the case to FOS. You should be able to work out from your bank statements what you borrowed and the total you paid and the difference between those two figures is the interest and any charges.
Sam says
Hi Sara,
I have an outstanding loan with My Jar. It’s a 12 month loan. I am really struggling with it already. I’ve had another previous few loans with them
Is there any point in sending a complaint if it’s still got most debt outstanding? I think I’ve only managed a couple of payments so far , but I am worried it’s due to come off at start next month
I have a long history of pay day loans which I have already had some success raising affordability complaints
Thanks
Mike_p says
When I made a complaint against MyJar they put the loan on hold for three months with a frozen balance. It might be worth asking if they could do the same for you.
Sara (Debt Camel) says
“Is there any point in sending a complaint if it’s still got most debt outstanding?” definitely! If you win a complaint here, the balance is reduced to the amount you borrowed less what you have already paid, so there is no interest to pay. And you can arrange an affordable payment for the balance.
when you complain, cancel the CPA to them and say you want an affordable payments arrangement.
Sam says
Hello,
Has anyone had experience with Hitachi personal Finance?
I have a few large loans from them – provided within a few months of each other and within period of substantial pay day loans and high credit usage
I have found the combined payments very hard alongside other loans and payday loans.
I am not sure if they would consider an affordability complaint ??
Thanks
Sam
Sara (Debt Camel) says
This page https://debtcamel.co.uk/refunds-large-high-cost-loans/ is more useful for Hitachi’s large high cost loans. Every lender has to consider an affordability complaint – if HPF reject yours, send it to the ombudsman to look at.
Neil says
Hi All,
Given the recent flurry of upheld complaints against Lending Stream i just wondered if anyone has received their refunds yet?
Thanks
Moons says
Hi Neil,
LS agreed with the adjudicator on the 8th. I chased constantly to make sure they had everything and asking when I should expect payment. They paid in on the 14th probably to get me to stop calling.
Brian says
Was that this month? I had my response which LS agreed my acceptance in the 11th June – still waiting!
Who did you speak with and what did you say to get it done so fast?
Thanks
Moons says
Hi,
This month. So about a week to be paid. I spoke to several people all of whom told me the party line 28 days. However,I was passed to a manager at one stage and he said he’d try to get it processed sooner saying “ by the end of the week”. This was all later denied so I asked for the recording of the call. Hey presto in my account that afternoon.
Brian says
Just phoned LS. Normal party line but said I wanted to speak with a manager. On hold for 15 mins and still no joy. He said the manager was still busy but said his manager said to put what I had said through to the refund team, and that it would be completed in the next few days, end of the week, then corrected to Monday.
So come Monday if nonpayment I will be making a call and asking for the same recording!
Brian says
Nope – they are doing nothing – they told me the same thing and now are useless – getting no where with them.
Si lad. says
They paid me out late. After the deadline given by FO which they completely ignored. They did pay me out but made their own rules up. You could be in for a long wsitbut then again I have heard that people have been paid out quick. So good luck with that.
Brian says
How long did yours take then and how did you get it paid finally, did you complain?
Brian says
They have kept saying it’s in a que and will be paid but no later than 28 days.
Here’s hoping
Glynis says
Hi. I sent my complaint against lending stream to the FOS and lending stream has got to refund me 1800. The FOS have told me if lending stream don’t contact me in 4 weeks to go back to Fos. The 4 weeks is up next week
Sue says
Money shop (Payday Uk) have been a nightmare, I went through an over the telephone interview for loans older than 6 years go back as far as 2011 and in total from then to 2014 I had 43 loans with them, they will only uphold 21, have sent in total 19 different bank statements and they say they couldn’t reach a decision! This has been going on since September 2018. Finally had enough of their delay tactics and escalated to Financial Ombudsman 5 weeks ago, haven’t heard anything. They have been a complete nightmare sending same old email that due to insufficient evidence of some of the loans a decision cannot be made on 22 of the loans!
Iain123 says
‘Unable to reach a decision’ is their normal response. Patience is key in all this. You should have got on to the FOS last year, you’d have been paid out by now. Never mind, something to look forward to early 2020.
Katie says
Anyone has a case go to the ombudsman lately. My adjudicator was in my favour but LS have disagreed so now it’s in a queue for ombudsman only been 15months already. Just wondered how long it took for the ombudsman to look at your case and get back to you?
Reen says
Hi Katie, I bet thats so annoying having waited so long as well. I expect LS are playing awkward knowing it will probably be in your favour in the end, did they say why they dont agree? I have mine with an adjudicator at the moment but don’t know if they have actually started on it yet as it was just an email to say he had all information required at the time, from your experience or anybody elses does that mean they are deciding on it or just they have it in a queue to look at in the future? This is my first time dealing with FOS so still unsure what the procedure is. Thanks
Katie says
The FOS told me that they hadn’t agreed a couple of weeks back no reason why just that it will be sent to ombudsman. I was then told today it was in the queue for ombudsman for an independent and final review. I can understand why it’s taken so long as it’s more complicated as there was numerous loans at same time with LS but I didn’t expect it to take this lomg. I’m just hoping the ombudsman doesn’t take so long to pick it up as it will still be another month after that for a refund. With Wonga before the administration and QQ they were pretty quick at fos stage but this is the last one I have to deal with luckily
Reen says
Hi Katie mine is the same numerous taken out and overlapping so may be the same but still that should be a signal that you became reliant on PDLs. Can you keep me updated when you hear any more please, thanks
Katie says
Of course!
Sar says
Hi Sara and everyone
I have just had a adjudicator rule in my favour for 2 out of 5 loans I had from Uncle Buck. They have till the 21st of June to reply was wondering if they reply on time? Do they usually agree with the ajudicators decision? If anyone was wondering I sent this to the FOS just before Xmas this year so it has taken around about 6 months
Joseph says
Hi Sar, similar position. Adjudicator upheld 2 out of 4, Uncle Buck disagreed and went to Ombudsman. They paid out pretty quickly after that, I think it was about 6-7 days.
Sar says
Thx Joseph I was hoping they would agree wishful thinking lol oh well in for another long wait can I ask how long it took from the ajudicators decision to the ombudsman decision?
Joseph says
Hi Sar, roughly 2 months I believe. Good luck!! You’ll get there eventually
Holly says
Pounds to pocket rejected my claim so I have escalated it within their team, will a bad review spur them on
Sara (Debt Camel) says
No. their Trust pilot rating is already rubbish. And there is no point in trying to escalate it – they don’t negotiate. Send it to FOS.
Dan says
Sara .wanted to post a positive comment.I had 8 loans in total from Satsuma last two of which were on my debt management plan. Satsuma offered interest on first three plus 8 % statutory interest to reduce my balances.I wasn’t happy as they chose the three smallest loans .The adjudicator has today instructed them to return interest on all eight.Im well aware satsuma may challenge this .But As I didn’t know it was even being looked at has made me happy .Just the other four complaints to go two at adjudicators .Just over the year since start .
MM says
Hello All
I finally received my complaint upheld letter from FOS indp Ombudsman on 13th June.. been trying to chase up/SPEAK to someone at QUICK QUID who CAN clarify payment process- but no joy:
However I did receive this email from QQ & wondered if anyone else had.. & also how long After this email did you receive payment (refund under 1k) as I’ve sn posts stating that bigger among, longer it may take.
Thanks! See below for QQ email:
“This email is to confirm that your case is currently being dealt with by a dedicated team who manage all cases we receive via the Financial Ombudsman Service.
If a settlement agreement hasn’t been reached via the Financial Ombudsman Service, please reach out to your dedicated adjudicator who will be able to assist you with your questions and they will be able to liaise directly with our dedicated team to work on your case.
If a settlement has been agreed and accepted via the Financial Ombudsman Service this will be processed by the team within the agreed turnaround time of 28 days, although it is not expected to take this long”….
Thanks in advance for responding.
Joseph says
MM, the direct number for QQ FOS team is 02038592760. I kept an email after someone directly from that team emailed me, and the number works. Good luck!
Katie says
Mine went to fos with qq . Qq agreed with adjudicator the adjudicator sent me an email with acceptance letter I signed it and sent a photo of it. I rang qq with my new bank details and they put the money in straight away it wasn’t a big amount around £400
Elle says
QQ have not upheld any of my loans. I also don’t believe the table they have sent me of loans I have taken out is accurate when comparing it against my bank statements.
I have two complaints with them, the fact that they continued to lend to me but also, I tried to pay off one of my loans early and I cannot tell you how many emails I sent etc that were blatantly ignored by them, I even got on to their live chat and expressed how irresponsible it was that they lend so easily yet it is so difficult to make an additional repayment (yes I could have rang but I don’t use telephone). Even after expressing all of this months have gone by and I have had no acknowledgement from them. Plus guess what…as a problem gambler, those additional funds have now been spent! So I am stil stuck in the cycle when I tried desperately to get it paid off while I had the funds!
Now sending this to the FOS.
Anyone had any luck with QQ actually upholding anything before going to FOS??
Sara (Debt Camel) says
At the moment QQ are making some offers directly but a lot of them seem pretty poor.
Most cases involving gambling have to go to FOS – lenders hope you will just give up on these cases.
The table of loans may look wrong because they will be counting top-ups as a single loan, or multiple withdrawals in a flex account as a single loan. but on your bank statement you will see a lot more credits and think they look like new loans.
Good luck with FOS. The argument that you were trying to pay off a loan early and they ignored this is a good one. I assume you have the emails as evidence of this.
I hope you have stopped paying them at the moment? Are you getting help to stop gambling?
Elle says
Thank you, I love how supportive this site is! Yes I have all the emails and I even print screened the live chat conversations where they admitted they had recieved over 8 contacts from me and failed to respond, said they would respond but never did!
I am stil paying quick quid £50 per month as an affordable arrangement and have £150 left.
Yes I stopped gambling a number of months ago I haven’t had a new pay day loan for about two years, came across this site by complete chance! Already had £136 from ferratum and cashasap jsut offered £25 which I have rejected!
My biggest lender was sunny and had nothing from them. They extended the 8 week deadline by stating it is from when they acknowledged my complaint…which was 4 weeks after I sent my complaint!! Just going to wait it out for the sake of another 4 weeks to see if they come back with a sensible offer
Thanks
Joseph says
Elle, Sunny are wrong. Time and time again I was told things like ‘you have to wait working days we don’t include weekends’ or ‘it’s from when we acknowledged/picked up your email’ the 8 weeks starts at. This is completely not true. The 8 weeks starts from when you send the email, the FOS has clarified this to me many times. If they’ve gone past the 8 weeks starting from your email, submit it to the FOS now. Even if they do reply with a great offer, which they probably won’t, at least you’ve already submitted it and it’s in the queue. Good luck!
Sara (Debt Camel) says
Sunny are only making very poor offers to most people – refusing to refund any loans for the first 12 months of borrowing (!) so I am not sure it is worth waiting for them to come back to you.
Cj says
I received an email from clear score saying there was a change..safety net credit has placed. A q on file..what does this mean
Scott says
Hi Cj,
Q or QY is when the account has been queried.
If you’ve put a complaint in then you are basically querying the balance. This doesn’t affect your credit score.
I have a few of these on my report and it hasn’t changed it.
Scott
Cj says
Thank you I rang them and asked and that’s what they said. However they have had my complaint now for 6 weeks and an email they sent me said they would answer me by the 8th july
James says
QQ have made me an offer of £2500, decided against FOS, its a nice amount for me and will really help so I have settled.
I used resolver to make the claim, SO ANYBODY READING THIS THINKING ITS NOT WORTH THE EFFORT GO FOR IT!!! Use resolver or the letters on this website, you have nothing to lose!
Money is in my bank just under 2 months after submitting the claim
Thanks for all the advice, this is a great website
waiting on payday express and payday UK, wonder what they will come back with?
Iain123 says
How much did you lose out on with QQ?
In my experience Payday UK settle the full amount within three months. Payday Express refused to negotiate, that’s been with the FOS waiting for an adjudicator.
Darren says
At last !!
We sent you our view of your complaint on 18 April 2019.
an ombudsman will review your complaint
Because the business did not agree, an ombudsman will review your complaint and make a final decision. If the ombudsman’s conclusions are different to mine, they will explain why and let you reply before they give you their decision.
We should already have all the information the ombudsman needs to reach a decision. But if we need anything more from you, we will let you know.
what you need to do now
If you have any further points or information you want the ombudsman to consider, please send these to me by 4 July 2019.
If you need more time to reply, please let me know before this date. If I do not hear from you, I will assume you do not want to add anything.
We will keep you up to date with our progress – but please get in touch if you have any questions in the meantime.
Yours sincerely
Darren says
Is it common or very rare for an ombudsman to reverse an adjudicators findings ?
I’ve been advised it’s rare … so I should be fine
But obviously a little apprehensive
Katie says
I’ve had exactly the same email with my loans with LS just waiting for the ombudsman to pick it up im hoping this still says in my favour too and hoping ombudsman doesn’t take to long
MR says
Have received some offers today from Peachy Bamboo & Mr Lender and they are all trying to sneak an offer in with no interest. I have gone back and asked for interest to settle bar one as it was only for 1 loan.