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?
Sian says
Hi all,
I complained to Myjar about several loans I took with them over the years one being a 24month loan that I am currently still owing a balance on. In the final response they stated “Loan 4 is a 24-month product which we have not included in our investigation as it is not a high cost short term credit (HCSTC) product”. They did not uphold my complaint for the other loans but gave no reason as to background checks or anything done on the longer loan? Surely if I am complaining about affordability they need to consider all aspects of my account and all borrowing conducted regardless of whether it is a long term or short term loan?
Thanks
Sian
Dale says
I battled with myjar, provide them with bank statements to prove the unaffordability on the loans. They will reconsider, but will play hardball.
Gemma says
Same happened to me had various 12 month loans, the last a 24month loan They didn’t uphold my complaint. Went to Ombudsman, they upheld my complaint. My Jar agreed with them. The outstanding balance has been cleared and I’ve also been refunded interest on previous loans
Darren says
Safetynet credit say I have to wait till next Friday before my refund will be actioned .
Although most people say they got it the next working day
Tick tock ☹️
Tom p says
Chris – Sorry to say that they will take the 28 days from the acknowledgment date, so i would envisage your in for a long wait again. LS are by far the worst of all the PDL companies
Chris says
Hi Tom, thanks for the info.
Day 25 and still nothing. I’ve prepared myself for it. Absolute joke. The guy I spoke to on the phone at LS a few weeks back said it would be 28 days from the 4th July but I knew I couldn’t believe anything they said. My Adjudicator doesn’t seem to want to know either now it’s in LS’s hands, never get a reply. Very stressful and frustrating.
Haven’t really got a choice now but to sit and wait. :(
Chris says
Hi Tom, thanks for the info. I’ve prepared myself for that. Absolute joke. I spoke to someone at LS a few weeks back and got told it would be 28 days from July 4th but knew not to take their word. My Adjudicator doesn’t seem to want to know either now it’s in LS’s hands, never get a response.
Very stressful and frustrating. :(
Joseph says
Just a heads up for everyone.. Lending Stream didn’t remove the loans from my credit history and after waiting 2 months I told my adjudicator, he wrote an email to them stating was unacceptable (blah blah) and they’ve apologised and given me £100 compensation! If they don’t do it in the 45 days tell you adjudicators guys!
James says
I’ve had a couple of cases this week that have been ruled on by the adjudicator but ignored or disgreed with my the company (Valour Finance and Active Securities). These have now gone into the queue for the the Ombudsman to look at.
I know its impossible to give an exact time, but in terms of going from an ignored adjudicator decision to the ombudsman what is the queue roughly? Is it likelyto be another year (as it was in the queue to the adjudicator) or only a couple of weeks?! Just a rough estimate would be massivley appreciated!
Sara (Debt Camel) says
2-6 months is typical. Faster and slower happens sometimes.
Oracle 85 says
Adjudicator found in my favour loans 2-6 after QQ initially only said I had 2 loans with them. I provided FOS with QQ statements and bank statements which did the trick. All loans over 6 years old and for increasing amounts. Rang FOS today for update one week after adjudicator decision and QQ rejected the decision so now in queue for ombudsmen and a wait of 1-12 months. Hoping they dont go bust before I get refunded already lost out with wonga, WDA and money shop! On a positive note did win 600 from 1 month loan so thanks for brilliant website Sara!
ClaireR says
Things definitely moving in regards to QQ/P2P, Just had a call from Adjudicator who has picked up my case.
My loans with QQ go back to 2011-2013 with 15 loans in that time, and one with P2P in the middle of all those.
He advised it may take up to 90 days to get back to me, but fingers crossed.
My complaint was sent to FOS in August Last year.
Good luck to all.
daveyd says
My QQ.. Sent July 2017
QQ Rejected through adjudicator decision April 2019
Upto 12 months for ombudsman Ive been told
Farce
Loans taken out 2011-2013
Mike says
Hello,
I have just received a reply fro the financial ombudsman rejecting my claim as it falls outside the time limits to make a a claim against the payday company. I tock out the payday loan about 13 years ago, but did not try and claim for this till last year. Is there anything I can do?
Kind Regards
Mike
Sara (Debt Camel) says
You can’t claim for a loan before April 2007. before that date FOS couldn’t look at loan related complaints. No way round this cut-off point, sorry.
Iain123 says
Sunny complaint?
Sunny’s parent company, Elevate, report their quarterly results tonight at 10pm, after the US markets close.
Let’s hope profits are up they don’t mention their UK arm.
Joseph says
Hi Sara, what do you make on Sunny’s quarterly results? Are the still going strong or do they look to be in trouble?
Iain123 says
https://www.businesswire.com/news/home/20190729005669/en/Elevate-Credit-Announces-Quarter-2019-Results
No mention of the UK branch, business is profitable, so no worries about going into administration.
Stu says
Hi all, QQ rejected the Adjudicator decision so looks like it’s going to ombudsman for a 6-12 month wait.
On the upside 247 moneybox upheld my complaint today which I have accepted, does anybody know how long they take to pay out?
Steve says
I got my refund from 247 Moneybox within 7 days of acceptance, I found them quick to payout.
Md says
Hi, the Adjudicator found in my favour and requested a response from Lending Stream within a two week period. We’re a couple of weeks past that now and all is silent. I tried nudging the Adjudicator via email, but nothing as yet. Is the Trust Pilot route worth trying or should I sit it out? Thanks for any help.
Zoe says
Hi Md,
I got my reply from Lending Stream today, accepting the adjudicators decision to refund loans 4-21.
Had to wait 4 weeks over their 2 week deadline so six week wait in total.
They do seem to be agreeing with adjudicator decisions just taking their good time in doing it.
G says
Hi, is there anyone at all who is or has dealt with Sunny and have responded to the adjudicator in the correct timescales and paid out a refund in the said timescales? Anyone at all?
RE says
I’ve just got a provisional decision from the adjudicator in my favor for my complaint with Sunny, I’d love to know anyone else experiences with them too.
Zoe says
Hi,
They replied the last day of the two weeks deadline on mine. Agreeing with the adjudicator however my adjudicator realised she had made a typo regarding amending my credit file.
It took her a further 2.5 weeks for her to get verbal confirmation they her correction was accepted!!
I’m now being told regardless of this delay I still have to wait the full 28 days for the refund.
So not best impressed but they were quick compared to the other companies I’ve been dealing with. My refund isn’t huge which may have been why it was agreed fairly quickly.
Chris says
So I just called Lending Stream….the lady on the phone was very nice, so there’s something good about them! So I’ve been told now that the 28 day timeframe started from when I confirmed my bank details on the 15th July and not from 4th July when I accepted. They were supposed to contact me about the bank details but didn’t so I rang them in the end. Wish I’d done that sooner! So it looks like I’m now 15 days in. She’s assured me I will have my refund in the next 13 days and that she’ll expedite it with the Manager because of the confusion. Whether that part will happen I don’t know!
Another twist in the saga!
Mel says
Hi Sara,
I made an irresponsible lending complaint to Uncle Buck in February 2018. It has been on hold with the FOS for more than a year. I left a review of Uncle Buck on Trustpilot recently. Below is the standard reply I received:
…”we could not look at this complaint as we could find no evidence of a funded loan on our system. This can indicate that the loan could have been repaid in excess of six years ago.
Uncle Buck also considers that if you are complaining more than 3 years after you ought reasonably to have become aware that there was an issue and therefore we are not obliged to investigate your complaint.
Therefore, we would not give permission for FOS to investigate this complaint due to the information above….
…without all the evidence of credit reports, loan agreements, notes, payment history etc we can not investigate the complaint. GDPR states that we can not keep customers data for longer than is necessary, hence the reason that we delete all customers records 6 years after the relationship has ended.”
I have received refunds from several payday lenders for loans taken during the same period. The only two payday lenders still disputing are Quick Quid (my complaint has been forwarded to an Ombudsman) and Uncle Buck.
Will the FOS be able to look into the Uncle Buck cases? (As the customers accounts have been deleted).
As always – thank you for all your input and help!
Mel
Sara (Debt Camel) says
yes FOS will looki at this, but you will need evidence of the loans – from emails or your bank accounts normally
Mel says
Thank you, Sara! That is great news. I have my bank statements and also some of the emails.
Mel
Caroline says
Can anyone tell me how long it took to hear from uncle buck once an ombudsman decision has been made?
si says
I would like to know this too, mine has just gone to FO did you get an adjudicator decision ? and how long did that take, I think most of mine should be quite easy to determine as they have already admitted error and offered partial refund
Mar says
Ive just had an adjudicator decision in my favour for two loans I had with uncle buck, they now have 14 days to respond. from sending to fos to this point has only took about 2 months
E says
Hello Sara,
I’ve just had an adjudicator uphold my complaint and stating LS should refund loans 3-35 which is a good result. Have LS been agreeing with adjudicators lately? I have seen they like to go over the 2 week response time.
Thanks.
Mike_p says
Recent posts seem to suggest they have been agreeing with adjudicators, but they will do everything they possibly can to obstruct and frustrate the process. It’s now two weeks after the 2 week response time my adjudicator gave them and no response yet. She has chased them a few times and been ignored, and I’ve sent them a few messages to check on progress, all of which have been ignored. I also asked them about it on their online chat but all I got was fob off after fob off.
Stu says
Hi Sara, I have had a couple of companies not uphold complaints but not sure if worth sending to FOS as I’ve only had 2-3 loans with them and interest was only £300-£350 max. I personally don’t think the ombudsman would look at these due to the short number of loans. I’m going by other upheld claims I’ve had where they don’t uphold the first 3-4 loans.
Thoughts???
Sara (Debt Camel) says
CAses with small numbers of loans are hard to win unless the amounts were large. I think you know the answer here…
Casey says
Hi there in response to sunny ..
My adjudicator ruled in my favour in Feb of this year .. they ignored the adjudicator decision .. (54 loans out of 58) it was escalated to an ombudsman on 4th March after sunny failed to respond after an extended period of time . I left bad reviews on trust pilot to no avail . it was in the queue and then they came back to offer nearly 3 months post deadline and it was the same as what they did before I escalated to the FOS in Mar / Apr 18. Taking the kick It’s now been in the ombudsman queue for just under 5 months .. sunny have been by far the worst to deal with in my experience.
Rebecca says
Update: I called them today and they stated they hadn’t received the adjudicators decision until the 15th July, but it was sent the 27th June and that they have four weeks in which to reply, but they have two weeks the same as everyone else. Was told to email again, like I have done and got no response. My adjudicator has now escalated it and put it in the queue for an ombudsman. Apparently they are ignoring a lot of decisions at the minute!
S says
I have had a complaint against H&T with the FOS since July 2018. It has still not been assigned to an adjudicator. I have called A LOT to check on it’s progress but I never get anywhere.
Has anyone else has a similar complaint? Just wondering how much longer I should expect to wait
Iain123 says
I filed my H&T complaint September 2018 regarding loans from 2011 onward. Adjudicator and Ombudsman found in my favour and I was paid out this month.
I’m baffled how the FOS work their queueing system.
Kelly says
Hi everyone, I have just started a complaint with Sunny, MyJar and 247 Moneybox. I have had acknowledgement emails from all companies with MyJar requesting bank statements and payslips for the period that the loans were taken out. 247 Moneybox has responded with a list of all the loans I had taken out and asked what I would see as a solution to final settlement of this complaint. As this is the first time I have done anything like this I am looking for advice as to whether sending in bank statements and payslips is a must and what to respond with in relation to 247 Moneybox.
Any help would be appreciated. Thanks
Sara (Debt Camel) says
I’m not convinced Myjar read the statements but you may as well send them. Don’t pay to post paper ones, send digital versions.
247 are the only lender who does this. They are asking if you would like to suggest what you would be prepared to accept. How many loans did you have from them? Did they tend to get larger? were there any bog gaps of months between repaying one and getting the next one?
Anthony says
Hi, I’ve receive an email from an adjudicator today about Lending stream. They’ve said that loans 9 to 39 should be refunded. anyone have any experience of LS and if they generally accept the adjudicators decisions?
Also had my complaint about Sunny passed from the adjudicator to an ombudsman at the beginning of July saying that loans 6 to 46 should be refunded. Same again, does anyone know how long roughly this takes and id the Ombudsman is likely to agree with the adjudicator?
Sharper says
Some success today for me.
The adjudicator has upheld my complaint against sunny for loans 5-15 (originally sent at the end of April).
This is my first decision back from the ombudsman with Myjar, satsuma, Likely loans and uncle buck still to go.
I accepted a goodwill gesture from Ferratum. Myjar refunded 2 out of 6 loans (I asked them to uphold 3 out of 6 but they wouldn’t and I agreed the others can go to the ombudsman).
Sara (Debt Camel) says
“Myjar refunded 2 out of 6 loans (I asked them to uphold 3 out of 6 but they wouldn’t and I agreed the others can go to the ombudsman).” did myjar pay you the refund for the 2 loans and agree you could send the rest to the Ombudsman?
Elizabeth Newton says
Hi All,
Could people here give a time frame of how long it took for the Ombudsman himself to reach his final decision.
Ombudsman, not adjudicator.
Weeks or months it would be interesting to see the varying timescales.
Thanks.
Iain123 says
Three months for me. Adjudicator found in my favour, QQ rejected that within days. Instantly turned over to Ombudsmen and three months later got the Ombudsman decision, paid out 10 days later.
Sharper says
Hi Sara,
Yes, Myjar refunded and agreed for the others to be sent the ombudsman. It was all done through email so I can keep a paper trail in case it was queried.
Stu says
I accepted a redress from 247 moneybox on Tuesday and sent them bank details. I called them today to find out how long for payment but they are unable to discuss and directed me in sending an email.
Does anybody know how long they take to pay out? Do they have a contact number for complaints team.
Thanks
JA says
Hello Stu,
From my experience they were very slow to pay out, I had to chase them for about 2-3 weeks. They also didn’t include my 8% that was agreed so had to chase a further two weeks for this.
You will get fobbed off if you ring them saying wait for emails etc..
Congrats on your success and you will be paid but will have to be patient.
Regards
Kirsty says
“Thank you for your recent email.
We are writing to ask for confirmation and clarity on the reason for sending this as the detail within the email is confusing.
While the start of the email suggests that you are making a complaint there is vague information regarding the reason for your complaint just that you feel they were unaffordable, which is followed by a request for a list of loan(s), dates they were taken and the charges and interest paid.
We are unsure how you are suggesting these loan(s) were unaffordable if you are unaware of the number of loan(s) you have had with Mr Lender and the value of interest and/or charges paid. We have seen the same email from other customers and have found it to be a template generated off the forum website debtcamel-co-uk/payday-loan-refunds/.
Whilst you are within your right to seek third party advice and make a complaint, with the above in mind, we require further information in order to conduct a full and thorough investigation into any concerns you may have relating to the loan(s) you held with Mr Lender.
We have enclosed details of your loans with Mr Lender as requested, if you feel you would like to make a complaint regarding these loans please provide further detail indicating why you feel they were unaffordable
Kind Regards,
Mr Lender”
*all spelling, punctuation (or lack thereof) etc. above is as written by Mr Lender*
Kirsty says
That was the response I got from Mr Lender in the post to my home address. This seems obstructive/a bit calculated – after all, I’d contacted them by email, and I might have had a good reason for that, such as not being at the same address any longer.
I’d also comment that even disregarding the sarcastic tone of the correspondence, it is not particularly helpful. The details of my loans provided are scant at best. I have made the same request of Payday Express, and have received a full breakdown of my transaction history, including interest, payments made, broken down into whether these related to interest the principal sum or something else, fees, extension fees, dates and pretty much everything else I could have thought to ask for. From Mr Lender, I have Date of funds transferred, Capital Borrowed, Total Capital Paid, Total Interest Paid, Admin Fees Paid and Late Fees Paid. There is no mention of the rollover fees, default interest, or anything else that might be useful. It is also presented in such a way that will make it difficult to prove irresponsible lending.
So, I thought I’d share with you, since the website is (almost) namechecked in their letter. I’m going to reply, since I suspect they’re hoping that I’ll just give up and go away, but I’m not hopeful of a successful outcome. *crosses fingers*
Sara (Debt Camel) says
I suggest you send them an email saying you have received a sarcastic letter from them dated dd/mm/yy and that you would prefer to receive future correspondence by email. Say you have already started your complaint on dd/mm/yy, it was clear to your from your experience of living through the period that repaying the loans was causing you hardship but you have asked for the details so you can properly assess any refund offer they make. Say your complaint will be going to the Finacial Ombudsman 8 weeks after that date unless they make you a suitable refund offer.
Iain123 says
That letter is unprofessional, intimidating and designed to make people give up.
They know exactly what you want and what they need to do, they’ve had thousands of complaints.
Disgusting new tactics.
Patrick says
LS update. 27 days after accepted an offer still no money recieved. I was chased them calling almost every day I have left bad review on trust pilot but didn’t work for me . Phoned FOS as well also didn’t help even my case has been prioritised. I think they doing this by purpose as an revenge for chasing them.
Chris says
Ferratum offered £250 “as a gesture of good will in May” which I rejected (having 14 loans, all of which taken the same day as paying off previous. Sent to FOS, and they have today found in my favour for loans 7-14, amounting to nearly £1000!
Hopefully ferratum accept and pay out quickly!
JT says
Hi,
Does anyone know how long MyJar take to payout once you send in the acceptance form for the redress? They state 10-15 days and it’s on the 10th day. They haven’t responded to my acceptance email but have sent a correspondence to close my last loan with them on the back of the redress offer.
Thanks
JT says
Hi GM,
Thanks for that, although this didn’t get to FOS. MyJar actually offered a fair settlement within the 8 weeks of the complaint which I accepted.
I emailed them yesterday chasing acknowledgement of my offer acceptance (24/07) and they have just this minute replied back saying the redress was approved (31/07) to my bank and should be there in the next 15 days.
Fingers crossed 🤞🏽
JT says
Update – MyJar paid me this evening.
All thanks to this website and Sara.
Cant thank her enough – absolute Hero!
Sandra says
Hi Sara received my reply from Piggy bank refunding interest on all but the first 3 loans, I’m happy with that but they did say this
“order for PiggyBank to appropriately assess your ability to repay, we must be provided with accurate information. If your income and expenditure information has been falsified, this can be seen as a deliberate misrepresentation, misstatement or omission of financial data for the purpose of misleading the lender. The T&Cs that you agreed to, mention fraud and a fraudulent application; ‘If you give us false or inaccurate information and we have reasonable grounds to suspect fraud or we identify fraud we may record this and may also pass this information to FPAs and other organisations involved in crime and fraud prevention to prevent fraud and money laundering.’ Should the investigation indicate that you have falsified information, PiggyBank will submit your details to Fraud Prevention Agencies and other organisations involved in crime and fraud prevention to prevent fraud and money laundering which may make obtaining credit in the future. I know I gave the correct information but I was gambling a lot at the time should I mention this in my reply ?
Sara (Debt Camel) says
They have offered you a refund. How much time do you think they intend to spend on your case after settling it? About none is my guess. I suggest you reply accepting their offer and ignore the rest.
Rich says
Has anyone had Satsuma agree with the adjudicator’s ruling?
Emily says
Hi Richard, sorry to jump on this post but I wanted to know have you heard anything back from satsuma? My deadline from adjudicator was supposed to be 25th July but has now been extended to the 9th August. I hope they reply and agree as I don’t want to have to be in the queue for the ombudsman.
Mike_p says
I’ve just had an adjudicator decision on my MyJar case. Out of 6 loans they have said that loans 2, 4, 5 and 6 were unaffordable and should have the interest refunded. I’m very pleased with that as I thought they’d only say one or maybe two loans were unaffordable. Hopeully MyJar will agree.
Sandra says
Pay out timescales for Piggy Bank please ?
Julie says
Hello.
I recieved a refund from piggy bank and it took 7days from when they acknowledged my acceptance email.
Mike_p says
A quick update on my Lending Stream case, they have finally accepted the adjudicators decision after 4 weeks (2 weeks after the date the adjudicator gave them). No doubt they’ll delay the payout as much as possible but at least I now know that it’s in the pipeline.
Thankyou Sara for creating this site – 5 minutes writing emails and I will soon be significantly better off.
eddy says
so after MrLender rejected my complaint they actually accepted my offer for a refun on my 4th and final loan. provided them my bank details and within 2 days had the funds.
Quickquid replied today, total i had 15 loans in 4 years from 2009-2013, they upheld my complaint for 1 loan, that was the biggest loan with the most interest, so ive accepted there offer as it is rather large with it being 8 years old.
how long do they usually take to pay out?
Peter says
SUNNY
Adjudicator has suggested that Sunny pay all interest on loans 6-14. They have 14days to respond. Tomorrow is day 14 and I’ve not heard anything. Is it usual for Sunny to stall? and if they did accept, how long before they put money in my account?
Neve says
Hi Peter,
I think it differs but the FO told me sunny have been taking at least an extra week.
I’m now over two weeks awaiting Sunny’s decision after adjudicator findings. I contacted sunny and they said they’ve responded but when I called the FO they said that they’ve got a week lag on emails being assigned to cases so to call back on Monday…. so frustrating! I just want to know at least if they’ve accepted the adjudicators decision, roll on Monday!
Nicki says
Hello,
Has anyone had any luck with CashASAP and/or Cash4Unow? Did they send the SAR? How long did they take to send final response? Did they uphold the complaint? Thankyou in advance
Diddy says
Had one with Cashasap. Took full 8 weeks, rejected their initial offer. After a few emails back and forward (the same day) they came back next day with an offer acceptable to us both and money was in my account within 2 hours.
Hope this helps.
A says
Has anyone had any experience with Uncle Buck and whether they negotiate on their final responses?
Si says
Not for me 6pm on last day offered partial refund but not on last loan which was quite ludicrous as they accepted others as the lady one was most interest and charges , I even spoke to their complaint handler but would not budge mine with FO just gone last week
Sam says
Has anybody had the same situation with LendingStream?
Initially rejected my claim, FOS adjudicator ruled that loans 5-6 and 11-32 should be refunded, LendingStream (on the 14th day of 14 given by FOS) agreed and sent through a settlement amount.
However, when i looked at my statement of accounts for loans 5-6 and 11-32, the cumulative amount of interest i paid was c1,000 more than LendingStream offered/calculated.
Anybody experienced this? Where do i go next? I’m happy to accept the offer of refunds on the loans FOS said but i would like them to pay back the right amount!
Sara (Debt Camel) says
go back to your adjudicator with the figures.
E says
Mike_p
I have just seen your comment regarding the LS complaint, congrats on the win. If you don’t mind me asking did you have a big case with LS? It’s been a week since the adjudicator ruled in my favour of 3-35 I’m expecting them to take longer than the two weeks and expecting them to challenge the complaint.
Mike_p says
E – I had 16 loans altogether and the adjudicator ruled that they should refund interest loans 6-16 as well as remove all mention of loans 7-16 from my credit file. The adjudicator gave them 2 weeks but they didn’t respond until the 4 week point. Both I and the adjudicator tried to chase them a couple of times but they ignored both of us.
Judging from the comments on here they do seem to be agreeing with a lot of adjudicator decisions at the moment, but they delay and frustrate everything as much as they possibly can.
ALESSANDRO says
Hi Sara,
Today moneyboat rejected my complaint. I had two loans with them from May to September 2018. In the meantime I was over 2k over draft, had other loans with normal lenders é other payday lenders. They said that they have done credit checks on me and established affordability based on my salary and my expenses. They said that they verified my salary with trans union Ltd. I have put forward the complained to the FOS and attached their final response which I found very threatening as well. There s no way that without payslip and bank statements they could had verified my salary. Also they said that I paid easily and earlier my first loan, that was true but I did cos I borrowed with another lender. I was 2k overdraft.
Chris says
Complaint submitted to FOS in March following LS rejecting my complaint.
FOS have ruled loans 7-52 irresponsible and have given LS 14 days to reply, they have recommended interest on loans 7-52 refunded plus 8% interest. Fingers crossed as this will conclude my outstanding complaint.
Received money back from My Jar, Ferratum and 247.
Can’t thank you enough Sara, been debt free since April
Julie Ann Sage says
Hello.
Has anyone had any successful upheld complaints with satsuma?
Thanks
Dave says
I had one loan with them for £500 over 12 months which they agreed they shouldn’t have lent me. I received a cheque for the interest paid all within 8 weeks of submitting my complaint.
eddy says
so on top of my quickquid result today
Just received my final response from Myjar,
complain sent on july 15th
31 loans.. they offered to refund all interest etc from loans 5-31
how long do they take to pay out usually if you settle with them direct?
M says
Hi,
Firstly, I’d like to offer my sincere gratitude for all of your hard work. This website has helped me steady a very precarious situation, and so far two major lenders have addressed my grievances and provided substantial refunds.
I have a question – there is still one outstanding case, which involves the largest amounts by some distance. I waited 18 Months, and was informed an Adjudicator was assigned to the case just over a fortnight ago.
Today I received an email stating “due to the nature of one of your loans with xxx, your case will now have to be referred to a specialist team here at the financial ombudsman service who will be in touch with you”. What does this mean, exactly? They were payday loans, although they rolled over and over for a considerable length of time. Thanks again.
Sara (Debt Camel) says
I think FOS has a special team look at payday loan refunds where there is been a lot of loans – what they call “long chain cases”.
Sarah says
Hi has anyone had any success with safety net credit? I’m almost at the four week mark where they promised to respond.
Also on day 14 of waiting for quick quid money to be paid in.
Provident dragging it out asked for another 2 weeks
Sara (Debt Camel) says
SNC often make reasonable offers.
Send the provident case straight to FOS, they very rarely make good offers.
Sarah says
Thanks Sara, I’ll send provident straight to fos.
Do snc come back within the 4 week period they promise do you know?
Ann says
Hi just a wee bit advice please money box 24/7 has sent final response to me they are upholding my complaint .I had loans with them previous in 2014 which defaulted I never paid them .
They have issued loans from jan 2019 which I have paid but 1 I called them on 24.5.19 and asked them to close my account and not issue any more loans .
But they have issued 2 from that date I’ve borrowed £655 and I have paid £650 they are happy to clear my Balance off which is £82 but I’ve asked for a goodwill gesture of £100 as last 2 loan should not have been issued I’m i being a bit cheeky if you don’t ask you don’t get .
Chris says
Do LS usually accept adjudicator decisions?
They have until 15/8 to respond, I have paid them circa £12,000 for the 45 loans which have been deemed unaffordable. Fingers crossed as it could be a fantastic result……
Sara (Debt Camel) says
“I have paid them circa £12,000 for the 45 loans” is that the interest you paid or does it include the loan repayments as well?
Chris says
Hi Sara, this is the interest alone 😳
Scott says
Hi Chris,
Sometimes they do and sometimes not. With a payout of circa £12,000, I wouldn’t be surprised to see this going to Ombudsman level.
Don’t build your hopes up of hearing anything by 15/8, the previous comments above regarding LS mention 2 weeks after deadline and still no response.
Scott
Mike_p says
My decision came through 2 weeks after the date the adjudicator gave them. I did ask them about it on their online chat and they said it was being dealt with as high prioriity I should hear within 24-48 hours, although the tone of the chat made it sound like I was being fobbed off. Nontheless I did actually get the decision within 48 hours, I don’t know if contacting them made any difference or not.
Neve says
Had my sunny decision back… they disagree with adjudicator findings so got to go to ombudsman. I’m really disappointed as this is second one of mine to be rejected by the business with my QQ one still in a queue for ombudsman.
GM says
Does anyone know if the company “1 month loan” still exists? I cant find details from them and i just found out from looking at old bank statements that i had loans fro them.
has anyone dealt with them before?
Scott says
Hi GM,
Send to help@sunny.co.uk but make it clear that your complaint is about “1 month loan”
Scott
Jo says
I settled with LS at adjudicator level for just over £11,000 last year. They didn’t disagree with the adjudicator and a quick phone call to LS, after sending my bank details, meant the money was in my account in just under 2 was.
Good luck :)
Ann says
Hi Scott
Money box 24/7
Thanks for your reply .yes It was my loan that defaulted in 2014 shows on my credit file I’ve not disputed it was never paid .
But they still issued me around 6 loans in 2019 even tho they can see that on my credit file plus I called them on May 24 19 to close account and issue no loans which they did another 2 1 paid in full other is £82 which is included in £655 figures
Thanks Annette
Scott says
Hi Annette,
How much did you borrow in total in 2019 and how much have you paid?
I’m just a bit concerned that if you accept a goodwill payment from them that they may try and pursue the outstanding debt from 2014 as it’s not statute barred.
Your best option may be to go to the FOS and have everything looked at and see what 24/7 come back with. Accepting a small token goodwill gesture as settlement won’t stop them being able to pursue the balance from 2014. (Although they may not pursue it)
I think it better to err on the side of caution and make sure that you won’t be chased for the older debt.
At least if it goes to the FOS they can make 24/7 come to a reasonable repayment plan with you if there is a balance that they wish to chase.
Hope this makes sense.
Scott
Ann says
Hi Scott
Thanks for reply
I’ve borrowed £665 and paid back £650 in 2019Back outstanding balance £82
Debt defaulted 1.2.14 in Scotland so it’s the 5 year rule with status barred debt so the 5 years has passed I borrowed £195 in 2013 nothing paid Back outstanding is 450
Patrick says
Hi. 28 days today since accepted the offer and still no refund from LS.😡
Simon says
Leave a negative review on their trust-pilot page. That usually works.
Lauren says
I received my money from LS within 2 weeks. I did ring them first to confirm they had received my acceptance and also to confirm they had my correct bank details. If you need to change details you have to send them a copy of the bank statement you want it paid into so they can confirm it’s you.
d says
Just a note about LS.
I complained to them in June 2018, final response from lender not received until April 2019! Now with FOS although was actually sent after the 8 week deadline in August. Not heard a thing.
Also QQ been with FOS since July 2018, not heard a bean. This one had over 6 year loans, post 2015 loans and a flex credit account so probably a nightmare case. I’ll wait though over 45 with LS and 20 with QQ I’m hoping it will go my way.
Mike_p says
I don’t know how they work their queue. I sent mine to the FOS in April, I got an adjudicator 2 months after that and a decision after another month.
Julie Ann Sage says
Hello Dave,
I’m still waiting for Satsuma to respond. They have now gone well over there 8weeks. Tried to chase but I just get a reply saying they need more time.
118 118, QQ, Sunny and peachy have all rejected my complaint so all gone to FO.
ME says
Hi Kate,
Can I ask how you found the complaints process with Piggy Bank? I have just sent mine to them but not much recent comments about them on here. Were yours refunds agreed directly with them or did you have to go via the FOS?
Regards,
ME
Sandra says
I submitted mine to Piggybank at the end of June I received the decision from them on 31/7 partly upholding my complaint. I’ve accepted but haven’t received a payment yet.
Debbie says
I can tell you my experience with piggy bank. They got back to me on the 7th week I had 6 loans they offered to refund 4 and 6 I asked them to consider adding loan 5 as well (with good reason) and they accepted so they do negotiate if you get an offer. I had a balance so didn’t get a refund but I found these very fair in their offer.
Mandy says
Anyone had a complaint in with safety net do they always take the full 8 weeks? Also were you expected to pay the minimum amount each month when complaint is being investigated?
Sara (Debt Camel) says
Tell your bank to cancel your CPA to them! They may tell you your loan is on hold but then take it off hold before they respond to your complaint.
Alessandro says
Uncle buck has just comeback with her final response and they have upheld against me saying that they have made their checks 9n my credit record and what was my budget. Apart that I have never lied in the application process I found the following very threatening from an FCA regulated company.
“If you choose to refer your complaint to the Financial Ombudsman Service and provide them with bank statements or other proof of your outgoings at the time to support your claim that your loans from us were not affordable, we may ask to have sight of these and will ask you to explain any discrepancies between the information you supplied to us at the time of your applications. We would do this because, according to our records, your financial position and outgoings indicated that you could afford to repay, even if you did not have a perfect credit record”
They have never asked me neither payslips and statements and they say that they made the correct checks. Unbelievable. I will take it to the FOS, I am under an DMP how they hell they made their checks?
Any suggestions?
Sara (Debt Camel) says
Uncle Buck has a reputation for being really unpleasant to deal with when you make a complaint. Definitely take this to FOS and say that you found their response to you intimidating and inappropriate.