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?
Simon says
Hi Sara,
I had several loans with Mr Lender a while ago and complained to them, at the time I wasn’t aware of how good my case potentially was and they came back to me to say they didn’t feel as though they were irresponsible but they would allow me to split my last payment into manageable payments.. at the time I was taking what I could get but because they didnt actually refund any interest or charges and didn’t knock anything off what I owed them, can this still be raised to the ombudsman? The other thing is that I received their final response over 6 months ago but was in a dark place with all my debt so just took the payment plan- do I have a chance at getting these looked into?
Sara (Debt Camel) says
Well you should have taken the case to the Ombudsman at the time, you are now outside the 6 months.
How many loans did you have? Were there gaps between paying one and taking the next one? Did the amounts go up?
Simon says
Hi Sara,
There was no break – around 7or 8 consecutive loans some of which were increasing in value
Joseph says
Simon, it’s worth trying. The FOS will consider if outside the 6 month window. Just ring them and tell them. I’ve seen, for example, someone with mental health issues be allowed. If you were in a dark place, explain that to them. Also, did they make it clear you had 6 months in their final response? Did they mention the FOS in the final response? Good luck with everything
Holly says
Would it be helpful for FOS If I highlight all of the transactions on my bank statements I know are payday loans ? There is a lot :O
Iain123 says
Go ahead, although they already know by the account history with the payday lender. FOS told me they can access your files/complaint against other lenders to build a larger picture, so they know what’s going on.
Mr D says
Hi,
I am filling in my tax return for 18/19 – I received payouts during the period for about £6k from PDExpress, PDUK and Mr Lender for historic loans (all over 6 years). The amounts included 8% interest with 20% tax deducted from that (I have kept all the documentation). Gross interest of about £1,600.
As I’m now a higher rate tax payer I have underpaid tax on those interest payments but the self assessment form only has either taxed or untaxed options for interest received.
Any idea how I should correctly report the interest received so that the tax calculation is right?
Andrew says
Hi, sunny should have answered to my adjudicator decision by 14th June but have not bothered. My main concern is the attitude of the FOS who seem almost helpless to get any of the so called company’s – loan sharks to comply in any way with dead lines or decisions. You could say now they have their number, and are now treating the FOS as a toothless dog lots of bark but no teeth. They are now clearly calling the shots and doing to the FOS exactly what they done to many of us for many years clearly using underhand bullying tactics. Is it not time for the government to step in before the FOS becomes puppet to these companies. Can we do anything as a collective to change things.
Sara (Debt Camel) says
a) you can leave Sunny a very bad review on Trust Pilot saying they are ignoring an adjudicator decision – this sometimes kicks them into action.
b) if you feel strongly, you could also send the FCA an email and tell them what you think of Elevate Credit’s complaints handling. Send an email to consumer.queries@fca.org.uk and copy this to rmallinder@elevatecredit.co.uk who is the contact given for Elevate (who own the Sunny brand) on the FCA website.
Say that Elevate are ignoring a decision from an adjudicator at the Finacial Ombudsman. Say you know the FCA cannot get involved in an individual complaint but you thought the FCA should aware of one of its authorised firm’s poor complaints handling.
Telling the FCA is just a simple email – they won’t investigate it – but the FCA team that supervises Elevate will be informed.
Sarah says
I have received the below from My Jar, has anyone had any luck with loans older than 6 years at FOS stage being upheld? I have bank statements but not gone fully through all them yet (as there is a lot) is it worth pursuing them? What was Myjar called on the bank statements?
As previously advised, we keep data up to five years to meet our legal obligations under applicable United Kingdom data protection rules, the General Data Protection Regulation and in accordance with applicable anti-money laundering legislation.
Therefore, the records for loans which were taken five or more years ago, have been deleted from our system. If that is the case with your loans, it should no longer appear on your credit file either. We are unable to investigate loans that we no longer hold the data for.
Sara (Debt Camel) says
This is definitely worth pursuing unless you just had the odd small loan from them.
GM says
I had a case with MyJar, where most loans were over 6 years old. Complained in Sep’18, sent to FOS at the end of October and got a adjudicator decision and payout at the end of May, so definitely have a go!
Sarah says
Can you confirm what information you had sent to FOS? was it just bank statements? what name do they appear on your bank statement?
GM says
The case was opened via Resolver, so I just downloaded the full case with the correspondence and backup included, plus the Bank statements for the loan period. Initially they were called Txt Loan, so there’s two names you have to look out for.
Paul says
Lending Stream:
I had 20 loans with them and an adjudicator found in my favour on loans 7-20 over two weeks ago. I contacted the adjudicator last week for an update who said Lending Stream hadn’t responded yet to his recommendations and said that he was giving them two full weeks until the 24th to respond. I haven’t heard anything.
I’ve read on here that a few people contacted Lending Stream when their claims were with an adjudicator and LS advised that they had responded but the adjudicators were saying they hadn’t received anything. Is it worth me contacting LS myself to ask if they’ve responded or not? Don’t really want this going to an Ombudsmen with further delays!
Sara (Debt Camel) says
No it’s not worth your time – they probably have already replied or are about to. There is no sign that trying to talk to LS speeds this up. Talk to your adjuicator in a few more days – if he hasn’t heard from LS or they have rejected the decision, leave them a bad review on Trust pilot: https://uk.trustpilot.com/review/lendingstream.co.uk
Brian says
Lending Stream replies to the FOS in the last day, probably last minute also. It took 2 days to be seen by the FOS and assigned to my case, as they have so many emails, it then took a further few days to get the info from the FOS, however, when the FOS have told you verbally the reply Fromm lS, if you’re happy agree it over the phone. I did this but had also pre confirmed my account details with LS. They still need the nod from the FOS.
My official acceptance went through to LS on the 11th, so they have upuntil the 9th July to pay.
I have called and was told it would be done by yesterday but I was giving the wrong info, o have a sepereate complaint in against that as I asked for the recordings / transcripts.
Paul says
Thanks for the information and advice Sara and Brian.
I’ll leave it a few days and then maybe leave them a negative review.
Antonia says
Cash Euronet: Adjudicater upheld my complaints. They had until 4 June to respond but I haven’t heard anything. Is this common practice with Cash Euronet?
Sara (Debt Camel) says
it is at the moment … FOS is getting through a LOT of QQ complaints at the moment.
Simon says
Yes they were meant to give their views on the adjudicators decision for my complaint 2 weeks ago and nothing! So useless!
Andrew says
It not just elevate it’s the general vibe of most replies on here. I am sure this will be the 3rd case which will go to adjudicator level it is almost becoming a waste of time to have adjudicators they are putting in a lot of work all for it to be undermined with often no firm basis to do so. My biggest case was with wonga it sat with the FOS for 9 months without ever being looked at, this delay was probably caused by company’s deliberately clogging up the system with groundless arguements which are repeatedly put forward surely when they are proved wrong once this should set precedence. Why are they being allowed to keep flogging dead donkeys. Does the FOS need greater power to stop this happening as to me they have no power until they reach ombadsmen s level and the company’s know this and are abusing this.
Sara (Debt Camel) says
I agree the Wonga & QQ over 6 year loans saga was allowed to drag on for way too long by FOS. Although in practice if FOS had taken the 6 year decision a year earlier, Wonga may well have gone under a year earlier.
It can be hard to get a good feel for complaint handling from a quick check of comments here. There is the inevitable problem that people who get a good response from a lender often never post at all or just put in a quick post. So the majority of comments are about FOS cases. Again people whose FOS case is settled promptly at the adjduicator level often don’t post or only post once. So it tends to be the people who are having problems who dominate these discussions – that doesn’t mean that everyone has problems!
Having said that, the FCA needs to act to make sure the lenders handle complaints better. FOS doesn’t need greater power to do this because it’s not their job, it is the FCA’s job to supervise firms and the FCA’s DISP rules have clear statements of how firm should manage FOS decisions which far too many firms are ignoring.
Zoe says
I have had 5 of 6 my payday loans reviewed by the adjudicator which have all been upheld.
Piggybank accepted the adjudicator decision on the last day of their two week allowed time agreeing with the decision. Payment was made after 3 weeks. I did call to chase but they sorted the same day.
QuickQuid- no surprise delayed for a further 4 weeks after their two week agreed time, and now I’m off to the ombudsman.
Sunny are nearly at their two weeks and nothing yet, although they offered the adjudicator that they would wipe out my remaining debt prior to their decision. My adjudicator said yes to this but also they needed to refund interest etc on 4 other loans.
Lending stream and satsuma are only a few days into their two weeks.
My question is how successful have people been with sunny, lending stream and satsuma at adjudicator level or are these three likely to end up with the ombudsman as well?
I have a final complaint with uncle buck with a different adjudicator which has been with them for four months nothing has been agreed there yet.
Katie says
It depends some people have had there’s upheld at adjudicator level but some have had to go to ombudsman. Mines unfortunately waiting for ombudsman
Zoe says
Urghh I thought that might be the case. Good luck with yours
A says
Hi Zoe.
My experience of these 3 companies:
LS – adjudicator upheld my complaint, LS agreed but it has been slow and FOS are using 2 systems to deal
With emails so that makes it all even slower. FOS notified LS today to proceed with refund.
Sunny – adjudicator upheld on loans 6-38, sunny offered refund on 18-33, so passed to Ombudsman a month ago.
Satsuma – case only raise with FOS in mid April. Awaiting response from FOS.
Hope this helps.
A
Zoe says
Thank you A it’s really useful to know how others are getting on with their complaints.
A says
No problem. I wasn’t really phoning up FOS regularly for updates until LS were due to have responded to adjudicator and it was a week and a half after the deadline. I went between phoning LS who confirmed they had replied at 8pm on the last day of the 2 weeks, but FOS added a few more days on because of their system and volume of complaints.
When I got the email Detailing LS offer I phoned FOS and advised them to proceed and the guy was really helpful and sent the email straight after I was on the phone. It might not save a lot of time in the grand scheme of it (my complaints started last May) but I feel like that has saved my email sitting in the inbox for another 4/5 days.
Hope you have a speedy and positive outcome.
Sian says
Hi Sara,
Had a response form MyJar on the below loans:
Date Issued Date Closed Loan Amount Loan Paid
16/10/17 22/12/17 £350.00 £430.83
11/08/18 03/09/18 £250.00 £286.28
03/09/18 28/09/18 £725.00 £788.13
01/10/18 £1,475.00 £796.72
They claim appropriate checks were made on all loans even though my borrowing increased. I returned to university in September to finish my degree and was working part time however over inflated my income to get the loans. Also had loans with Satsuma Lending Stream etc. at the time of taking the loans out. They have not upheld and the last loan is still outstanding. Is this worth going to FOS with?
Thanks
Sian
Sara (Debt Camel) says
I think it’s worth going to FOS because of the escalating amounts. A good result here will be getting the interest removed from the last loan.
Sian says
On the plus side Safety Net have upheld my complaint removed my balance and I have over £400 being refunded to me!
Some light at the end of the tunnel – all other complaints so far have referred to FOS!
Sian
Aymen says
Hey Sian
Congrats mate
Do you mind if I asking how much was ur balance and how long you have been waiting for them to come back to you ?
Cheers
Sian says
Of course my balance was around £597 after removing £212 interest and adding 8% interest to what I had paid back. They came back today which was the last day of the 8week period. By far the easiest lender I dealt with all others have gone to FOS!
Paul says
And just like that, the adjudicator has been in touch and stayed that LS have now replied and they accept the adjudicators decision! They’re refunding me £2626.17 which I’m delighted about!
Just need to wait now for LS to issue the refund.
Katie says
That’s great news!! Wish mine had been that simple originally complained March 2018 and ls have been a nightmare all the way through its now in a queue for the ombudsman to make an independent review. Nightmare
Steven R says
I have just read a F.T. Article that states that each company, after the first 50 compliments in a year has to pay £550 in admin cost for each complaint lodged after that threshold. Maybe of use to some as a bargaining chip at the 8 week point, if like me you’re not chasing refunds but just the recent defaults removed from your file. I tried to copy the link but it’s not working but I’m sure someone more tech savvy than myself can do so.
GM says
That bargaining chip doesn’t work with them
Gareth Pick says
Hi all, I contacted quickquid asking for my loan details, they responding a couple of days before the 8 weeks asking for more details as they couldn’t find my account with the email address I was using, I provided the details but I haven’t heard back in the 5 weeks since I replied to that.
What should I do next?
Sara (Debt Camel) says
You could wait for 8 weeks for a response or ask them to confirm they have found your account.
Claire says
I spoke to my adjudicator at FOS she said Payday Express will be in touch to arrange payout if I’ve not heard anything in 4 weeks to give her a call
Help me says
Sara I’ve got myself into a mess.. I thought I could manage it but clearly not. It started in February when work was moving me from weekly to monthly pay without giving me enough notice.
I borrowed £200 from satsuma for £63 a month last payment is in August. I then finished paying my existing loan with mr lender which was for £200 and straight away applied for £750 which was accepted without no phone calls or payslips Im three payments in with that one. I then got accepted for £800 from piggybank! First loan with them, They declined me when I had less credit showing on my file as soon as my new loans were showing they accepted me I’m paying £89 a week and my payments finish with them in August. I then got accepted for £100 from myjar at £49 a month first payment is in July and now my recent loan is for £200 at £95 a month with Welendus. All together I have 5 payday loans open including my amigo loan which I pay £276 a month…
Sara (Debt Camel) says
OK, you need to get out of this hole and stop borrowing. Cancel the CPAs to all the 5 payday loans. I suggest you also put in an affordability complaint to each of them using the template letters in the article above. Normally I would suggest a DMP with this number of payday loans, much easier than trying to make lost of payment arrnagments, but in this case the Amigo loan may make that impossible.
If you would like to post about the Amigo loan over on this other page https://debtcamel.co.uk/how-to-complain-guarantor-loan/ then it may also be possible to make an affordability complaint about that, even though it sounds as though it was taken out before your recent triubles, Amigo’s affordability checking often seems to have been very poor.
Mike_p says
Myjar froze my loan and repayments for 3 months when I made a complaint.
Help me says
Okay I will cancel them all today and state start drafting complaints. How long will it take for them to start reporting late payments? I really don’t want my credit Report damaged as I’ve worked 2 years to get a decent history.
Dale says
Without sounding too harsh, having 5 payday loans isn’t going to do your credit file any favours. I’ve been in a worse situation I had 7 at once and was defeating each month, the deferalls ate away at my wage and I had no money to live so re loaned with a new company, all because I had no knowledge of the industry. Contact each lender individually by phone do not wait around and arrange a repayment plan with them all, they are obliged to have to help you. Then manage your money better month by month.
Help me says
Yes I agree it’s not at all and it’s eating out my wages as soon as I get paid I will be paying at total of £830 all to my Loans! which is making me sick the thought of it.
Sara (Debt Camel) says
There is no alternative here. You cannot borrow your way out of this, you tried this before and this was the cuase of your current situation – the problems just get worse as the interest mounts. The only way to stop is to refuse to pay, and this will affect your credit records.
If you win affordability complaints, any negative marks will be removed. But this can taker a very long time and it’s not guaranteed, especially as for some lenders you have only borrowed once.
Do pursue the Amigo loan!
Glen says
What Sara said mate. You need to draw a line under the borrowing.
The interest is what causes the snowballing that becomes uncontrollable. 30 ddays later you have to find more than you even had this month. Then the same again 30 days later.
Thats exactly how I got stuck.
Work down from the top of this page to the letter, and follow the instructions. I started on the 1st May and have had redress from 4 already with no FOS input. Just needs a bit of effort on your part investigating, compiling and managing all your claims (I did this on a spreadsheet……is actually very cathartic). And remember if youre not sure, just ask :)
The breathing space afforded by the affordable payment plans or DMP if you go that way will help you sleep better.
Tan says
Hi Sara,
I just had an offer from Ferratum for £160, which I am not that thrilled about if I am honest., feels like I am being fobbed off. I had several loans with this company, since 2017, over £2000. What do I do now? I am not happy with the offer… do I negotiate? or reject and go to FOS?
Please advise.
Tan
Daron says
Go to fos I would
Tan says
Thanks Daron … how it does it work? Will I get to keep the £160 for the time being? Or I reject and not receive this and then this is fully investigated by the FOS.
I emailed today and stated I am not happy with their offer and will be raising with FOS. Let’s see what happens.
Joseph says
Hi Tan. No, do not accept the £160. If you do, it’s in full settlement of your complaint which means you can’t then take it to the FOS. After seeing loads of stuff on here, they’ve given you their final response and probably won’t budge. Don’t bother waiting for a response, send to FOS now as you will be waiting a few months anyway, so you may as well get the ball rolling now. Good luck!
Tan says
Thank you for this advice. I ll take it on board. They did say the complaint will be closed once its paid out but this one of the lenders who came back to me before the 8 weeks they normally take.
I went back to them yesterday and stated I had to borrow from Everyday Loans to pay off the final amount which they referred to paycrs.co.uk (a debt collection company) and I felt it was unfair, demonstrating clear unaffordability. then the lady lady came back with £200, saying they don’t normally do this but on this occasion they are producing a slightly higher amount to get to a speedy resolution.
What shall I do?
Sara (Debt Camel) says
Have you added up how much interest you paid on your loans? this is the real measure of how good (or bad) the offer is, not the amount your borrowed.
Tan says
I went back to them yesterday and stated I had to borrow from Everyday Loans to pay off the final amount which they referred to paycrs.co.uk (a debt collection company) and I felt it was unfair, demonstrating clear unaffordability. then the lady lady came back with offer of £200, a £40 increased amount from the initial offer/final response of £160, saying they don’t normally do this but on this occasion they are producing a slightly higher amount to get to a speedy resolution, also taking into account my bank statement snapshot me borrowing from everyday loans and paying paycrs on behalf of Ferratum.
Forgot to say altogether in interest I paid them £355 for four loans.
What shall I do?
Sara (Debt Camel) says
If you had 4 loans, paid 355 in interest and have been offered 200 as a refund, that sounds an OK offer. You may well not get more going to the Ombudsman. It’s unusual to get a refund on the first few loans if they are not large.
I hope you have put in a complaint to Everyday loans. There the loans are large and you may get a refund on just one loan.
Neil says
I received a vague and short email from lending stream on the 11th June saying they had initiated my refund and that I will receive my refund ” in 28 days” . They received my acceptance on the 7th , I rang them up to confirm this on the 7th a couple of hours after the FOS said they had sent my acceptance.
I replied to this e-mail on the 21st June saying that i was aware that other people who had accepted later than I had have already received their refunds and that my case was straight forward because there is no outstanding balance and no third parties involved . Also they had already calculated the redress and had my bank details and I didn’t understand ,under those circumstances , why it should take as long as 28 days.
I received a response today ( couldn’t believe they actually replied) . They were more specific this time saying I will receive the refund no later than the 5th July , but that they will try to expedite the refund to my bank account.
I will believe it when I see it ………………… in my bank account.
Dale says
Lending stream declined my 17 loans over a 3 year period this morning. I am devastated. In total I loaned £3300 and paid back in total £3500 in interest, some loans they charged more than double what I borrowed. I was borrowing across multiple platforms and battling gambling problems at that time too and had they explored my bank statement if requested they would’ve seen that but they never did and instead go on to claim they borrowed to me responsibly. I’ve now forwarded this case to the FOS hoping to get something back but timescale looks like it could go into 2020. Doesn’t look like anyone has success with them.
Mark says
Have faith mate, it will take time but if you had 17 loans with them (I had 18) I can’t see how you won’t get something back. From the forum’s here l/s do seem to be a bit of a nightmare and they play the game I have just sent mine to FOS and am waiting like you. Hold tight it will take a bit of time but if that’s the interest you have paid then you could get quite a bit. I hope to get a relatively big sum but am prepared for them to fight it all the way…
Chris says
Keep faith, LS declined my 52 loans over 3.5 years, been with FOS since start of April, hopefully hear something soon
Mark says
Have just had my peachy refund come through. Today is the 14th day (last one they can pay on) I did expect that to be honest, but I was prepared to wait as if it was not for this site and the help on here I would not of bothered even putting a claim in!!
I have 2 X cases with the FOS at the moment have received case number back for Mr lender, but not one back for lending stream. I sent both complaints to FOS on 11th of this month and got case number for mr lender on the 21st. I phoned ombudsman (today) about the fact that I had not received lending stream case number yet and the lady confirmed that they are working on complaints coming in dated the 3rd of this month she told me to check week commencing 8th July and phone if I have not received my case number by then.. Hope that makes sense..!!
Elaine says
I had a loan with Oakham but now it is in administration. Currently started a complaint but not sure if they will reply, they have 5 days left. Can I take this to FOS if they don’t respond?
Sara (Debt Camel) says
Probably not. Ask FOS at that point.
Emma says
Hi there, have been made an offer by payday UK, does anyone know how long they take to pay out?
Sara (Debt Camel) says
Lots of active discussions about this over on https://debtcamel.co.uk/refunds-payday-uk-express-money-shop/
Glynis says
Hi. Does anyone know the E-mail address for Lending stream please.
Joseph says
Any questions or complaints go through their online portal, they don’t have an email address. Go on their website to find it
Colin says
I have sent a complaint to PDUK havent even bothered responding and this was in march. I emailed them through debt hacker
Emma says
I went through Resolver and received a reply fairly quickly!
They have taken into account some of the loans but needed more info on the others, so have sent bank statement etc, but they made me an offer of the first few which I accepted!
Antonia says
So if QQ and pounds to Pocket (Cash euronet) don’t respond by the adjudicators deadline, then how long is the wait if it goes to the Ombudsman?
Jason says
Hi,
Just wondering if i should except this? Not sure why they are only offering a refund on loans 1 and 5. I think if they refund loan 1 they should at least refund loan 2 as well as it was taken straight after?
Loan 1. 11/12/2015 £200
Loan 2. 30/12/2015 £300
Loan 3. 02/02/2016 £300
Loan 4. 12/12/2017 £350
Loan 5. 31/01/2018 £350.
Checks to your credit file did confirm some historical adverse information, however payday loans are available for those who are unable to obtain traditional forms of credit. For this reason, adverse information in the credit file isn’t automatically considered a reason not to
The income and expenditure figures provided by you, alongside PiggyBank’s credit and affordability checks show that you had sufficient disposable income in which to make the agreed payments to us and other creditors on loans 2-5 but not loan 1. Looking at your credit file, I can see a pattern of borrowing which could indicate a reliance on payday loans and this should have been queried with you further at the application stage of loan 5.
Based on my findings and the information above, I can uphold the complaint regarding irresponsible lending and am able to offer some redress in this matter. If you accept in full and final settlement of the complaint, I can refund the interest and charges on loan 1 and loan 5. This totals £380.40 + 8% statutory interest £7.30 = £387.70. With your balance being £700, this will give you a new balance of £312.30.
Sara (Debt Camel) says
Have you made any payments to loan 5?
It isn’t clear why they thought 1 was unaffordable and not the larger loan 2. How much interest did you pay on loan 1? Loan 2?
Jason says
Hi Sara,
Loan 1. £230.40 repaid
Loan 2. £372.00 repaid
Loan 3. £367.20 repaid
Loan 4. £487.20 repaid
Loan 5. £0 repaid
Loans 4 and 5 also very close together and loan 4 was deferred? And then they gave me loan 5.
Thanks for your help.
Jason.
Sara (Debt Camel) says
OK well the huge gap between loans 3 and 4 really complicates things. I don’t know if piggybank are prepared to negotiate, but you could go back and suggest that you think you should also be refunded for loan 2 as it was staright after loan one which they accept was unaffordable. And also for the deferral interest on loan 4.
If they say no, well it’s up to you. You may get more by going to FOS but it;s not definite that you would and of course there would be a delay.
Anthony says
Hi I’ve had a letter from an adjudicator about Sunny (complaint first started Oct 2018). They have said that I had 46 loans from 2013 – 2018 – I pretty much took a 250 loan every month and paid about £300 back. The letter says that the adjudicator believes that 40 of these loans were un-affordable and that they should refund me interest and charges etc. Is it likely that Sunny will agree? What happens if they don’t? The adjudicator has given them until 1 July to reply.
Sara (Debt Camel) says
Sunny do accept a lot of adjudicator decisions. Yours sounds like an obvious case, so hopefully they will agree with yours.
Anthony says
Thanks for the reply. I’ve just finished my DMP (20k a in all) and I’m thinking about buying a house. There’s a default on my credit file (I’m really surprised there’s only 1) It’s for a Capital One credit card, it only had a £200 limit. This is one of the last lines of credit I ever took so I’m pretty sure that this should never have been given to me. Is there a way of complaining about this similar to payday loans? I’m not too fussed about a refund (although this would be nice! ) I would be happy just to have this removed from my file.
Sara (Debt Camel) says
What is the date of the default?
Anthony says
It’s showing as first defaulting in Jan 2017 on my file and will show as satisfied this month once my final DMP payment clears. I’m pretty sure I’m going to get about 5k refunded from my payday loan claims by the end of the year and with the help of an home-buyers ISA I should have enough to get on the property ladder and reduce the amount I’m paying out on rent and start building some equity. My credit scre isn’t actually that bad but every soft search I’ve done for mortgage apps keeps picking up this default.
Anthony says
Hi, it first shows on my file in Jan 2017 and will show as satisfied this month when my final DMP payment clears.
Mark says
Hi Sara, I’ve had an offer from MyJar for the following loans:-
Loan 1 – Date Issued – 23/02/2015 – Date Closed – 06/03/2015 – Loan Amount – £200 – Total Paid – £217.60
Loan 2 – Date Issued – 13/03/2015 – Date Closed – 31/03/2015 – Loan Amount – £200 – Total Paid – £228.80
Loan 3 – Date Issued – 01/04/2015 – Date Closed – 22/04/2015 – Loan Amount – £100 – Total Paid – £116.80
Loan 4 – Date Issued – 02/05/2015 – Date Closed – 11/06/2015 – Loan Amount – £400 – Total Paid – £528.00
Loan 5 – Date Issued – 05/07/2015 – Date Closed – 09/07/2015 – Loan Amount – £125 – Total Paid – £129.00
Loan 6 – Date Issued – 09/07/2015 – Date Closed – 20/08/2015 – Loan Amount – £400 – Total Paid – £534.40
Loan 7 – Date Issued – 20/08/2015 – Date Closed – 21/01/2016 – Loan Amount – £700 – Total Paid – £1227.22
Loan 8 – Date Issued – 25/01/2016 – Date Closed – 23/06/2016 – Loan Amount – £1000 – Total Paid – £1776.75
Loan 9 – Date Issued – 23/06/2016 – Date Closed – 08/06/2017 – Loan Amount – £1500 – Total Paid – £2736.20
Loan 10 – Date Issued – 13/06/2017 – Date Closed – 06/07/2017 – Loan Amount – £250 – Total Paid – £291.25
To put things right for you, we propose to refund the interest and charges you paid on the loans 5-7.
Redress Calculation
Redress – £665.62
Plus 8% Interest – £189.77
Less 20% HMRC Tax – £37.95
Less Outstanding Balance – £0.00
Amount payable to you – £817.44
Mark says
I did go back to them and ask them to reconsider & I was borrowing heavily from other payday lenders to pay off my debts at the time of my loans from MyJar.
I would also like you to consider the other two large loans 8 & 9.
To which they replied:-
Thank you for contacting us, and please accept our sincere apologies for the delay in replying to your email.
Your complaint was handled by our independent complaints team, as such a full investigation was carried out.
We are sorry to hear that you remain dissatisfied with our investigation into your complaint.
You may approach the Financial Ombudsman Service for an impartial review.
So my question is do i take their offer or just go ahead to the FOS?
The Interest alone on loans 8 & 9 would be £2000!
Would i get more back than the £817.44 which they have offered?,
and how long would it take to go through the FOS
(I’m not in a rush for the money at the moment as i’ve already claimed back £6.5k from QQ and £615 from Peachy)
Sara (Debt Camel) says
Hi Mark,
so Loan 8 was larger and only a few days after loan 7. Loan 9 was larger again and taken out the same day as loan 8 was repaid.
I was just typing a reply to you saying that unless your financial situation had improved by loan 8 and again some more by by loan 9 (can I hear you laughing?) then it looks OBVIOUS that they should have refunded loan 8 & 9. So obvious that it is worth going back to them about this.
A cynical person might think the only reason they didn’t offer to refund loans 8 & 9 was because they were the largest loans with the most interest and they are hoping to buy you off very cheaply.
But I see you have already done this and got a brush off. grrrr. Yes, you should definitely send this complaint to FOS.
Sara (Debt Camel) says
from what you have said, this looks like a very clear cut case. Unless there is something odd you haven’t mentioned, then perhaps you would also like to complain some more about this as well as sending the case to FOS.
So you could leave them a bad review on Trust Pilot https://uk.trustpilot.com/review/myjar.com saying how they have not offered to refund your two largest loans and how they are trying to take advantage of vulnerable customers who may be desperate for a few hundred pounds when FOS will give a redind more than £2000 more.
And you could email Ellis Sher (CEO) at ellis.sher@myjar.com and copy it to Adam Trout (Compliance) at adam.trout@myjar.com saying (put this into your own words, give your myjar reference, add details but don’t make it very long!):
————————————————————————————————-
“I would like someone senior to look again at my complaint which I sent on dd/mm/yy. I had 10 loans from you over nearly two and a half years, with very small or no gaps between the loans. I have been offered a refund on loans 5-7. I asked them to look again at loans 8 & 9 as these were much the largest loans and this was refused.
I cannot think of any reason why loans 8 & 9 should not be included in the refund. You are well aware of the sort of decisions FOS makes in this sort of case.
I think you are trying to take advantage of vulnerable customers who may be desperate for a few hundred pounds and so accept a very poor offer. That is not responsible complaint handling by an FCA authorised firm.
DISP 1.4.1 says you should assess a complaint fairly and explain to me your decision. I have not been given any explantion about why loans 8 & 9 should be excluded from the refund offered. And DISP 1.4.2 says you should take into account similar decisions at the Ombudsman.
I consider you are in breach of both of those FCA rules and if I do not get a positive response within a week I will be forwarding this email to the FCA. I am aware that the FCA will not consider my complaint – I will be taking it to FOS fornthat – but I will be informing the FCA as they should consider this as part of their supervision.
I will also be asking FOS for additional compensation for your poor complaint handling and failure to explain your decision to me.
——————————————————————————————
If you don’t get a good response, the email for the FCA is consumer.queries@fca.org.uk. Say you want to make them aware of the poor complaint handling by Myjar ltd, FCA number 673214 as explained in the attached email. Add that you are sending the case to FOS and you understand the FCA will not look into your complaint.
Mark says
Hi Sara,
Just to thank you again for your help & can i mention i’ve been using the other site resolver to send these complaints, so using both that’s yours for the info/templates and resolver to keep track of everything which has led to a a pretty good outcome on all of my complaints.
£7115 claimed back so far.. just waiting now on MyJar, MiniCredit, & Provident Finance.
Also i’ve complained to Amigo as I’ve had two large loans with them (Fingers crossed)
Glad to say I’m now in a far better position, credit rating now a lot better and managing my finances much better (once bitten twice shy as they say!)
Keep up the great work, anyone can do it and it costs nothing!
Thanks! :-)
Ricky says
Hi Mark,
Minicredit are not trading anymore. You better off complaining directly to their liquidators. I have just sent my complaint letter to them yesterday. Not sure if they have any money left over to pay me.
There address is
Microsoft Limited
C/o Ideal a corporate Solutions Limited
Lancaster House
171 Chorley New Road
Bolton
BL1 4QZ
Mark says
Hi Sara, the reasons MyJar game me where as follows:-
From 14 Jan 2015 MYJAR completed the following checks with credit reference agencies, this means that this data was returned from the agencies and considered on top of any other specific checks listed in this investigation.
Between 14 Jan 2015 and 18 Dec 2015 calculations were also conducted which assessed your monthly affordable amount (MAA). This was calculated using the minimum income standard database. Any applicants that have credit commitments of £750.00 and above are automatically declined.
From 19 Dec 2015 to 08 March 2016 calculations were also conducted which worked out your monthly affordable amount (MAA), using either your entered credit commitments or minimum income standard amount (MIS), whichever was greater.
Between 09 March 2016 and 14 Dec 2016 MYJAR offered you loan repayment amounts up to 70% of your net disposable income.
From 04 April 2017 to 12 February 2018 MYJAR offered you loan repayment amounts up to 40% of your net disposable income.
From 19 May 2017 MYJAR used a prediction model which would consider if you had more than a 3% chance of entering into a Debt Management Plan and falling into financial difficulty. This prediction model was built by reviewing historic similar customer data patterns.
again i think a load a bumph! So i’ll complain again about their offer to Ellis Sher (CEO) & Adam Trout (Compliance) and will keep you updated.
NJG says
Update on Early Payyday/EPDL/Capfin from the Liquidator for anyone yet to claim
Please be advised that we have issued a Notice of Intended Dividend, I have attached a copy for your reference, which expires on the 19 July 2019. After this date, all claims, including yours, will be adjudicated and if your claim is proven, subject to no issues arising, we intend to make a distribution within 2 months.
Best get skates on if you’ve yet to submit your claim!!
Ricky says
Hi Mark
I see you state you claimed back 6.5k from QQ was that the first offer they gave you or did you go back to them to revise the offer? I have been offered 2.5k by QQ not sure if I should accept or back to them.
Sara (Debt Camel) says
I don’t think they will negotiate. The simple, rough way to assess how good an offer is, is to add up the interest you paid on the loans QQ are not offering to refund and compare that to the interest on the loans they are offering to refund.
It’s more complicated if you still owe money on the last loan. or if there are any large gaps between some of the loans. But thia is a good start.
If you don’t know the interest amounts, ask QQ for them.
Mark says
HI Ricky, yes this was QQ first offer which sorta blew me! I thought i’ll take the money and run! Sent them an email then the next day to accept the offer and the fund where just put into my account yesterday morning!
With Peachy they forgot to add the 8% interest taking their offer from £501 to £615 so came back with a revised offer so again i’ve accepted it.
Claire says
Hi
Does anyone have a contact number or email address for payday Express
Thanks
Sara (Debt Camel) says
customerrelations@themoneyshop.co.uk or ask on this page https://debtcamel.co.uk/refunds-payday-uk-express-money-shop/
Shaun says
I have had loans with Lending Stream and Uncle Buck. If I want to complain and make a claim, where do I start please as I do not have the records of the loans I had with them but I know there were a lot of them so I should be due some form of refund?! Thanks.
Sara (Debt Camel) says
Use the template letters above. the first one starts by making the complaint and asking for a list of your loans so you can explain it further. do you owe them any money at the moment?
mark says
Just had an email again from lending stream saying that they are still not upholding my complaint on the 18 loans I had with them over a year and half period. I got their original response after the 8 week wait (12th June) saying they that are not going to uphold it so I replied back on the same day saying that I was disappointed with their reply and that I would be taking this to the FOS. The email that I have received today says exactly the same and that this was their finest (yes finest…!) reply to my complaint, saying they provided the money after doing all their checks etc etc and that they had done nothing wrong! They said that it was OK for me to send my complaint to the FOS, (that’s nice of them eh…!) I have already sent it to FOS anyway and awaiting a reply from FOS. As far as I am concerned they are dragging this out for as long as possible but I am prepared to wait as they made my life hell for 2 years in a spiral of debt…! All I can say is thanks for this site as I would not have have even known that I could put in a complaint about them…!
Holly says
Word for word I done the exact same thing with LS and others mine all basically got rejected and as you say I am willing to wait as it made my life hell for two years good luck :)
Mark says
Hi Holly,
Yes they are trying to put me off by saying this and that, but I’m going to wait it out and hopefully get something back.. They didn’t mind making my life hell back then…. But are unwilling to be put in the same situation themselves.
Holly says
Exactly , I feel I’ve been going through the motions leading up to sending to FOS with getting upset and angry with them but patience will pay off in the end :)
Louise says
Hi all,
Has anyone had any luck dealing with Drafty?
I’m contemplating starting an affordability complaint but unsure what template to use as they’re a credit line not a loan.
I’ll be quite happy if they just remove the interest going forward as I am paying about £60 a month and my balance is only about £10 lower than it was 4 months ago! (With no further drawings)
Sara (Debt Camel) says
Yes. Use the normal payday loan refund letter. Drafty isn’t a payday loan but that letter will do fine. If you are happy to repay the balance if no more interest is added, then you could add to the standard template that as a compromise you would be prepared to accept that but if the case has to go to the Financial Ombudsman you will want a refund of the interest you have paid.
Joe says
Just received an email from the FOS to say this.
They have had my complaint for 10 months.
Does this means that’s it for my complaint? £6k almost in interest.
A more senior colleague is planning to speak to a liquidator connected to Cash Converters Swindon so we know the best way to deal with you complaint. This is because they have identified that Cash Converters Swindon is currently showing as being in Liquidation. So, we need to find out from there are any funds available if redress was to be awarded. We also need to be speak to Cash Converters directly as we’ve having problems accessing the information they’ve sent us in relation to your complaint.
So, until we find out what funds Cash Converters Swindon has available we can’t say what will happen next with this complaint. It’s possible we won’t be able to consider this complaint because even if we were to say something went wrong when these loans were given to you, the business may not have any funds to put things right.
Sara (Debt Camel) says
It doesn’t sound good – all you can do is wait and see what FOS find out.
Joe says
Hi Sara. The FOS called me today and said the company dealing with the liquidation have said that the franchise have enough money to cover all debts for at least the next 12 months, so the FOS believe that would also include me if my complaint is upheld. Hopefully all is not lost for me yet.
Joe says
Hi Sara, FOS called me today and said the franchise have told the liquidators that they can cover the next years business costs, so potentially all is not lost for me if the FOS find in my favour. They said they know it’s a race against time now, and have asked for some further info from cash converters, but will only give them 4 weeks before preceding with the complaint as is.
Claire says
My adjudicator said Payday Express will be in touch within 4 weeks to arrange payout
Aaron says
Had 3 Loans with PiggyBank towards the end of 2017, and they have upheld on all 3 with an offer of £791.38.
Thanks so much Sara!! 5 Companies left to respond by Friday
Will keep you all updated!
Brian says
I am fuming due to what I see as the dis-jointed work practice of lending Stream.
I am due a refund by the 9th July, 28 days from acceptance which I understand – could be before.
Anyhow, I phoned on Thursday 20th to confirm some details, said of course I wasn’t happy that it took 28 days – the call handler informed me that it would be paid by Monday 24th, something which I asked for him to repeat just so I fully understood him. Anyhow, in the afternoon I phoned again, just to confirm and was told this was not correct and that the 28 days (which I of course already know) would stand.
I asked to speak with a manager as I felt this was unfair, to tell a consumer that something so important would be paid earlier then for to be told otherwise. The manager re-enforced the 28 days’ time limit but said he would expedite it (apparently it’s now as a priority in the ques, however long this is) and that he would investigate the call and respond to me within 24 hours.
I called back Friday as I had not had an e-mail, to then be told no, 24-36 working hours – the manager wouldn’t speak to me. I expressed my frustrations as there was now 2 things I had been misinformed on.
mark says
I hear your frustration regarding Lending Stream, I have just sent mine of to FOS to look into but am prepared for the wait. In my mind, lending Stream had staff to begin with that could easily dish out the cash on their computer just taking a few bank details and a click of the button, no worries from their side, they probably got some sort of commision or something along those lines on how many people they set up with loans. Anyway forward on a few years and now all these complaints are coming in and the FOS on their back they really don’t know what to say and just blag it, which is frustrating as we go on what they say as to be true. I think LS should be called LOS (will let you figure that one out…) :)
Joe M says
Just had my first real response from LS. just called them to clarify that its a holding response not a final response? I can see from others here they don’t uphold many complaints without FOS involvement, so should i wait for them to reply again or just to straight down the FOS route!
Thanks in advance
Paul says
I’d send it on to the FOS ASAP if I were you. If they reply in the meantime positively then happy days but with the delays at the FOS at the moment, I’d get it in there now.
LS turned down my claim when I went directly to them but 10 months later, the adjudicator has found in my favour and I’m now waiting for the payout.
Louise says
Complaints issued to Piggybank, Uncle Buck, Cash4UNow, 247moneybox, PaydayUK, Pounds to Pocket, Cashfloat, 118 and Amigo in the last few weeks. Just issued another to Drafty.
I can’t thank you enough for this website. I really hope this is where my life turns a corner!
ClaireR says
I just wanted to say that this site, as well as being a fantastic place for information, and support.
It is also so reassuring to know that “I’m not the only one”
When you fall into the payday loan cycle it becomes a very lonely and guilt ridden place.
Hearing/reading so many other people in the same situation makes me begin to feel better about myself after many years of self loathing.
So thank you to Sara and all.
Karen says
Hi all, I’d like to share my news today. To help you get an idea of the FOS decisions.A big thanks to Sara and this site..
• a refund of the interest and charges you paid on further borrowing on your Flex Credit loan from 27 September 2013 – this totals £382.64
• interest at 8% simple to be added to the refund amount – this totals £163.23 (please be advised that this amount is subject to 20% tax in line with HMRC requirements. So, £32.65 will be deducted from it)
• outstanding interest and charges applied to further borrowing on your Flex Credit loan after 27 September 2013 – which currently amounts to £74.80 – will be waived
• the total refund amount – £513.23 – will be used to reduce your outstanding principle balance
• your new outstanding balance will be £51.18, which is to be repaid (you are to agree a repayment plan directly with Quick Quid)
• once the remaining outstanding balance has been cleared, the loan will be removed from your credit file (please be advised that this actually goes further than my recommendation)
Result🤗
Ross says
Has anyone had any experience with the adjudicator upholding complaints against MYJAR and whether they have agreed (or disagreed) with the adjudicator decision. Adjudicator wrote to the business, last week, advising that he was upholding my complaint, in part, but upheld over twice the amount of loans that MYJAR were willing to uphold. He’s given them until the 5th of July, to respond, but not much happening, as of yet. Logged in to my account, and it’s still showing as active. I know it’s just a waiting game now, but don’t tend to see much about MYJAR on here, when it comes to adjudicator decisions?
GM says
From personal experience, MyJar tend to accept adjudicator decisions, but they take a while to reach MyJar and then a few days for the FOS to deal with the business response once they receive it. still a week to got, so wait until the dead line goes. If they accept the decision, or if they make a lower but acceptable offer, then reply to the FOS and MyJar (for MyJar use the email address fos@myjar.com) and tell them about your acceptance.
Nic says
Hi Ross I’m also awaiting to hear back from them. The adjudicator has gave them until Monday. From what I’ve previously read they tend to agree but on the last day. I will let you know how I get on
E says
Ross,
I received an email last Friday from my adjudicator saying they upheld my complaint on more loans than MyJar first agreed. They had until the 5th to reply, and I received an email yesterday saying they have agreed with the adjudicator, so only took 3 working days. They will respond and fingers crossed they agree!
Glen says
Update from Sunny:
Interest from loans 20 to 43 (Before 20 they were very small) which comes to £3552
Pay interest of 8% (simple) on the above refund amount from the dates of payment to the dates of settlement, which comes to £879.65
As there is a balance outstanding of £977.47 we agree to write off this amount so you no longer have any liability to us;
Amend your credit file by removing all loans from your 20th loan/draw onwards
This this morning which was the last day of the 8weeks. No FOS involvement
Thanks again to Sara as always
Rebecca says
Hi all,
So last August I put a complaint in to FOS about quick quid, after not getting very far with them directly. Today I have received an email to say the adjudicator has agreed with my complaint and that in their opinion (obviously this is the short version) loans 2-5 should not have been lend and that all interest should be refunded (it’s about £1456) plus 8% (loans were in 2011/2012 they were just within the cut off when I first started the ball rolling).
Does anyone know how quick quid usually act with regards to the adjudicators decision? And if so what sort of amount should i realistically expect them to offer? Trying to get a feel as I know they won’t come back with an offer (if at all) for the full amount so would like to have a figure in my head so I know if it’s fair or not.
Thank you in advance.
Iain123 says
Bad news is QQ almost always appeal it to an Ombudsman, so you’ll be waiting till 2020 like the rest of us.
Negotiating time is over. You get the full amount plus 8% simple, so around £2.5k is due.
Also, there’s no cut-off, 6+ year loans can be looked at.
Sara (Debt Camel) says
QQ do seem to sometimes make a lower offer but most of the time they either accept or decline
Colin says
Still no payment from Peachy been waiting over a week now
Si lad says
Colin
They’ll pay on day 14. As with Peachy it’s a 14 day payout. So they’re spanning it out as much as they can. If you been waiting over a week. Not long to go before your minted. And all and sundry will be saying get us a pint.
Cee says
How long do safety net take to respond to complaints?
Colin says
Haha true i am getting just under £900 back from them. They upheld loans 6-18 could of taken to ombudsman but dont know how much more i would of got
Denzel says
Made a complaint to 1 month loan and 8 weeks to the day they respond saying they didn’t identify any wrong doing but they have refunded every penny of interest I paid so result as far as I’m concerned, maybe could have got more via the FOS but then again it would taken a while and never any guarantee. They say they will pay within 30 days
Calum says
Had an outcome from QQ after accepting an offer in 2017 for £350 as i was struggling with the end cycle of Payday loan debt. I found comfort in Sara’s templates and continued to pursue via the Financial Ombudsman. Recieved an email today granting me an extra £1000 including interest. If you all are wondering i sent this across in September 2018. There is hope for everybody no matter how little the amount you have borrowed keep at it and be as polite and willing to help as you can.
Still have 5 or 6 outstanding unaffordable claims waiting to come back but i am at week 6 from original complaint email so hoping for some more luck.
Tan says
I am really pleased for you…and congratulations ….all that wait must have been torture. I hope you get all of the others with a good offer like this.
Tan says
Called Money Shop a few days ago, I made two claims in early May for both Payday UK and MoneyShop (following Sara’s advice) – one s been allocated to “decision maker” and the other one is waiting to be picked up by a case worker. How can this be? They were submitted at the same time… anyway ….I thought I ll let people know if they are in similar situation, so just because you submit together doesn’t mean its going to be allocated to same person or it will be looked at with the same time line. My 8 weeks is up for a lot of them (I have about 10 claims pending with various lenders ) by 1st week of July so it would be interesting to see what excuses they will come back with, ie: needing more time etc. Also they wouldn’t give me a close to, even to say its positive or not. I asked will my yearly bank statement help to show the difficulty I faced and happy to send them in, I was advised, if it was required they ll be in touch. It was so exasperating.
Elaine Jones says
2 final responses received today:
First was from Mr Lender in the post, they now do not send emails with final responses, they now send them by post. Complaint was not upheld but offered as a gesture of goodwill an Amazon/Tesco voucher of £25! – taking to Ombudsman
Second one was a lot better – received response from Piggybank, had 3 loans and they upheld complaint on all three, totalling £992.62 including 8% int. which I have accepted.
Sara (Debt Camel) says
Would you like to summarise your loans from Mr Lender? Because they will sometimes listen if you go back with a reasoned argument and an offer.
Elaine Jones says
Mr Lender loans were:
1st – £200 – 8/10/15
2nd – £350 = 26/3/16
3rd – £350 – 29/3/16
4th – £1000 – 29/12/17
I was overdrawn by around £1500-£1700 at the time, also had several other payday loans.
Elaine Jones says
I e-mailed Mr Lender back today attaching my bank statements. Hopefully they will come back to me with a better offer.
Sara (Debt Camel) says
If you would be happy to only get a refund on loans 4…
you could go back and say the last loan was so much larger you think they should have checked it more carefully. Enclose your bank statement from Nov 17 to show it was unaffordable. Say you will be referring it to FOS if they don’t agree to a refund on the last loan.
Elaine says
Thanks so much – I emailed Mr lender with bank statements and they came back offering me refund of interest for loan 4 which I accepted. Money already paid into account.
Sara says
I got this again today from the adjudicator today when I asked where she was up too-At the moment we are still currently liaising with CashEuroNet in regards to our views we have sent. Therefore I have not yet got an answer to give you, or a timescale of when I will have an update, at this present moment. There is nothing further for you to do.However when I have more information regarding this matter, I will inform you.
They had until the 15th May to respond which was the 2 week window after she advised she believed we where mis-sold so this means nothing QQ are just doing what they want
Chris Ellis says
Back in 2014/15 I was in a bad payday loan cycle. I took out 8 loans with them in total. I cancelled the CPA in the end. I moved house and the debt was eventually transferred to a company called TM Legal Services. They started sending me e-mails threatening court action so I gave them my new address and asked them to send any correspondence to that address. They ignored me and lodged a CCJ against me. As I was unaware because I didn’t receive the court letters (despite giving my new address) I have this CCJ against me. I eventually did some research to find out how to offer a repayment plan to the CCJ, by paying £20 per month. But now I’m thinking I should have been able to avoid the CCJ all together, as I was lending to repay the whole time. Any advice?
Sara (Debt Camel) says
Who was the lender?
Chris Ellis says
It was Lending Stream. I have tried filling their form in and I am constantly told my details are incorrect. I can still find all loan contracts on my emails. This is strange.
Joseph says
Try to contact that debt company and see what details they have for you? Then if LS won’t play then maybe just go straight to the ombudsman? Ask LS for a ‘final response’ that they have no idea who you are? I’m sort of guessing here
Jacqui says
Hi Sara
Got a response from My Jar so I’m going to forward my complaint to FInancial Ombudsman as the have declined my claim.
My evidence shows I was using other Pay Day Loan companies I also had an IVA and was behind in my mortgage.
Let’s see what FO can do
Regards
Jacqui
Phil says
Be-careful if you have an IVA, it’s very likely any rebate will go direct to the IVA firm (even if the IVA is complete).
NJG says
Not sure if would help you Chris but I found that the details you input have to match what they had for you when you had the loans EXACTLY not what you are now? I tried 5 times with PEX before I hit the exact name – Nicola not Nicki – and the address was actually changed twice after the last loan so took a few goes getting that right as well? Just thought I’d throw it in in case any help
karen wilson says
Hi just had payday express give me my offer said 28 days how quick are they to pay out?
sam says
Good afternoon,
Does anyone have experience of when you are disagreeing with adjudicator – what is the wait time for an ombudsman decision regarding a payday loan.
Thanks
S
Sara (Debt Camel) says
2-4 months typically. Which lender and would you like to summarise your borrowing and what the adjudicator said?
Katie says
Mines in queue for ombudsman aswell. It’s been in the queue since 22nd may from what one of my emails said but the fos said they couldn’t give me a timeframe of when it will be picked up.
chris says
quick questions is anybody in waiting for the ombudsman to make a decisions for qq & p2p? or had a decision.
an adjudicator ruled in my favor on 6/10 loans and asked them to repay £600 obviously they rejected it.
i had my original decisions on the 22.03.19 which was over 3 months ago, how much longer do you think before its picked by the ombudsman?
Annie says
It depends when you loans were taken out, mine are from 2012-2017 (within the 6 years when complaint logged) and QQ/P2P rejected the adjudicators decision on loans taken post 2015. I have been waiting to be allocated and ombudsman since July last year, so I’d buckle in for a long wait! They offered to pay 1.5k on only 3 loans rather than the recommended 12 a difference of approx 3.5k so I’m playing the waiting game for around 5k. Good luck.
D says
Are you always made aware when an adjudicator has picked up your case?
Or can you just reiceve their decision without knowing they’ve picked your case up?
GM says
in previous cases, i received the decision without knowing it had been picked up
Sara (Debt Camel) says
But if you “get a decision” without having been told, that decision won’t be final, you can go back and explain to the adjudicator why you think more loans should be included.
SK says
Hi, is it worth chasing Sunny for 3 instalment loans =£1600. They have not upheld my complaint, is it worth going to FOS??
THANKS
SK says
Has anybody had payment from LS prior to the 28 day point? Waiting on £1800 which I settled through the FOS. the last day for them is 22 July, chances of getting that before then??
Neil says
Hi All,
I have just today received my Lending Stream refund a week before the end of the 28 Day period.
7.4 K yippeee the milky bars are on me .
Thanks so much Sara. You are an inspiration
Brian says
This is really positive news – what was your exact due date? Must be handy to have that back!
My due date is the 9th July so hopefully not too long to wait now!
Thanks for the info
Neil says
Hi Brian ,
Due date was 5th July so about a week early if you could call it early. They made me sweat for it for three weeks though.
Brian says
Thanks for that – was it there first thing or paid throughout the day? They have told me it may be earlier but not sure if I should be checking constantly through the day or just once in the morning lol!
PHump says
Hi all – I had an email from the Adjudicator to say that he has sided with me for 10 of 16 loans with QQ – they have until the 27th (today) to provide more information to change the adjudicators mind – what usually happens at this stage? are they likely to present more info that would change the adjudicators mind? and if they don’t provide any more info does that automatically mean this process is over and I should get some money back from them?
Brian says
Anything like LS the reply will be sent to FOS today – expect some info from FOS Wednesday (give them a bell then). they should have it on their system by then and available to tell you.
Si lad says
PHump
They just stalling bro. You’ll get your moolwah. Stay calm. You got it.
Happens in nearly every case this
Sara (Debt Camel) says
They may accept the decision – in which case you get paid. Or reject it or ignore it, in which case it has to be looked at by an ombudsman, unclear how long that will take – in almost all cases the ombudsman takes the same decision.. Or they offer a refind on a smaller number of loans – if it isn’t much short you could choose to accept that, but don’t worry that if you reject it you may get even less from the ombudsman as that doesn’t seem to happen.
PHump says
Thanks Sara – you have set up a great little community here.
what is the deadline date for if they can reject it after this date? if they just ignore it, would you suggest getting back in touch with the FOS?
Sara (Debt Camel) says
FOS tend to allow them extra time. No fixed deadline. I suggest you ask FOS what is happening after the deadline if FOS haven’t got in touch with you. Trying to ask QQ is pointless.
Carl says
QQ rejected the Adjudicator decision on my one, so now in queue for ombudsman.
PHump says
Thanks for replying – how long have you been in the queue for?
Carl says
Since 3rd June – but will be a couple of months before I hear from an ombudsman
Sara says
My 2 weeks where up on the 15th May and the adjudicator yesterday said they are still waiting for a response from QQ so the 2 week window means nothing
Sara (Debt Camel) says
It’s normal for FOS to allow firms extra time, QQ are getting large volumes of decisions, pushing them all to an Ombudsman decision is more likely to delay refunds than speed them up.