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?
Elliott says
Hi Guys,
I wonder if any can help me with what to do, I have read the above and I am not sure of the best course of action.
I have had Over the past 4 years payday loans typically coming out of my account every month. The most I reached was having 14 for consecutive months. I was having to borrow immediately after paying again. I just went on my lending stream page and I had 6 with them at one time! What action do I take. Do I go straight to the ombudsman with all my loan history of amounts etc or do I email them all first.
Just to give an idea of how much I have pulled on payday loans over the past 4 years.i calculated my total repayments to Wonga was nearly £11,000 alone. Any guidance is greatly appreciated.
All the best elliott
Sara (Debt Camel) says
You have to complain to each lender first. Use the template letter in the article above.
Except not for Wonga as they have gone bust. See https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/ for what to do about Wonga.
L says
Hi
Just wondering if lending stream are taking the full 28 days at the moment?
I accepted adjudicator decision and sent back paperwork via email the same day, I also called lending stream the next day to confirm my bank details so I’m presuming my 28 days starts from the call to lending stream??
Thanks
Mp. says
Hi, I’ve been waiting over three weeks since confirming bank details. They told me it could be less than 28 days, but it depends on the amount. 🙄
L says
Thanks I thought that would be the case 🙄
Joseph says
I’m on day 23 of waiting. Very frustrating !
Mike_p says
It’s meant to be 28 days from when they are sent your acceptance, but they often seem to wait a few weeks before confirming details and then say the 28 days starts from then! . Obviously it’s not on but it’s one of the delay tactics they use. At some point you should get an email saying the payment has been initiated and the payment should follow that, anything between 15 and 28 days according to posts on here.
I wonder how they would react if you missed a payment, ignored their emails for a month, asked them for bank details and then said you had initiated your payment and they would get it within 28 days? I’m guessing they wouldn’t take it well!
L says
I was assured on the phone the payment would be in 28 days max but will believe it when I see it!
It’s very annoying having to wait so long! Will be lovely when it does arrive though 😁
Mp. says
They do count the start day from receiving confirmation from the adudcator (not the bank details call). I’ll post on here when/if I receive funds.
L says
Ok lovely thanks
I’ve calculated I should have mine by the 11th september, fingers crossed
Zoe says
When I spoke to Lending Stream to give them my bank details they said the 28 days went from that day. This is because they have such a backlog of emails they wouldn’t pick up the adjudicators reply accepting for around 2-3 weeks after it was sent!! Also larger payments will take longer to receive because they have a different sign off process before funds can be released.
I’m on day 13 from when I have my bank details without payment. I’ve noticed they have already removed all the loans from my credit file, yet my account with them still shows money owing which is odd !
L says
Thanks.
After reading comments on here thats whyni decided to call them the day after as I had a feeling if I waited on them it would be a few weeks! Its long enough to wait without that so hopefully I get it 28 days after the call to them confirming bank details
Will keep an eye on my credit file etc too
Katie says
I’m on day 25 mine isn’t a large amount but still waiting unfortunately. I’ve asked how long it will be numerous times but no reply so just a waiting game now
d says
Sorry Zoe but all the excuses under the sun they give, it is really just delaying tactics. there is no reason for it to take a full 28 days to refund anyone. Nor the 4 weeks to reply to the ombudmsan. They are at it and i honestly hope that once everyone gets their redress it puts them out the game.
The worst company bar none to deal with in my opinion
Zoe says
I am not justifying their actions just repeating what they said to me that the payments go from when they get confirmation of bank details and not when accepted with the adjudicator as per the original comment. I didn’t at any point say the timescale is acceptable.
D says
I wasn’t having a go at you Zoe and apologies if it came across that way. Just at the end of my tether with them and their practices. I had an open and shut case against them and it’s dragged on over a year as they delayed at every single opportunity
Zoe says
That’s ok it’s such a frustrating process. I was at my wits end with Sunny they were horrendous delay after delay and for a few hundred pounds. So Lending Stream seem like a breeze in comparison. Please don’t be mad but my Lending Stream payment has literally just gone in – day 14 from bank details being provided and 18 from accepting with my adjudicator.
Mike_p says
Zoe – How much was your refund for if you don’t mind me asking? I’m just wondering if they delay the larger ones for longer.
D says
Brilliant Zoe congratulations. It’s a relief for us all getting our redress and closing a pretty horrid chapter for us all.
Hopefully that’s you nearly clear of this nonsense now. I have this, zippa and l2g and that’s me done
Zoe says
Hi guys mine was £1893 – there seems to be no set way they are processing these.
Thank you D I have a QQ one sat with a senior adjudicator who are trying to liaise with QQ has been there for months now. Satsuma went to the ombudsman two weeks ago as they hadn’t responded and still haven’t to the adjudicator 10 weeks in total now. Uncle Buck was picked up last week so about half way through now. No idea what I would have done without this site. I was in a very dark place a year ago as I’m sure were many others.
Raj says
Hi,
The deadline for my complaint with Safety Net is today and I’m still waiting to hear back from them. What are people’s experience of them? Do they take the full 8 weeks to give you their final decision?
Thanks
Raj
Mandy says
Hi Raj my deadline is today too and not heard from what I’ve read on this they take to the last day on the very last day of the 8 weeks good luck let me know how you get on. Another day checking the phone for us both.
Raj says
Hi Mandy,
I’ve just received their response to my complaint and they have upheld all of it so I am very happy.
Now have to wait for the refund to be issued to me, wondering how long this will take.
Mandy says
Congrats to you I’ve just received mine mines not upheld I’ve been reliant on them over a year permanently in an overdraft and payday loans and they said it was affordable to me gutted
Raj says
Sorry to hear that. Make sure you escalate it the FOS. Good luck!
Sara (Debt Camel) says
That sounds like a good case so send it straight to the Ombudsman.
Paul Wakeman says
I raised a complaint with SNC via Debt Hacker on 06/04/19 and had a 2 page reply sent by letter/email on 26/04/19 which was their final response refusing to uphold my complaint so that’s now with the FOS. I also raised a complaint for my Partner on 21/04/19 and she had a 2 page reply sent by letter/email on 17/05/19 which was their final response and they upheld hers & offered a settlement (which she accepted). Not sure if it makes a difference but I still have an outstanding balance with them whilst my Partner had paid hers off!
Sara (Debt Camel) says
Their answers do seem to be quite random at the moment. Some good offers, some odd complete rejections.
Sara (Debt Camel) says
Why don’t you leave them a bad review on Trust Pilot https://uk.trustpilot.com/review/safetynetcredit.com and see if that makes them think again?
Paul Wakeman says
After reading some of the reviews I might do that as they seem to reply to all the negative ones!
Simon says
Hi Sara,
Please could you tell me if the below is worth raising a complaint about? Just a bit of background, I have PDLs with around 6 companies at once and had been struggling with a gambling addiction up until 8 weeks ago.
£300 -9th May 2019
£100 9th May 2019
£100 30th May 2019
£350 10th July 2019
£50 20th July 2019
£150 11th August 2019
I have registered with Gamstop and have self excluded from all local bookmakers so cannot gamble easily anymore but I need to try and turn things around (I know it’s not worth starting claims until the gambling is under control but want to know if this sounds like a good case.
Thanks
Sara (Debt Camel) says
I think that’s worth a complaint. It’s not a very strong one, but you may get back the interest on the later loans.
D says
Sara.
Looks like that’s my zippa claim being looked at.
As it’s almost a first for the site, I’ll keep yous updated and let you know how it goes.
Joseph says
Anyone who’s waiting on a Lending Stream Refund = I got sick of waiting (im on day 24) and called them and she processed the refund over the phone and was in my bank before I ended the call. Might be worth ringing them if you’re waiting
ME says
Wow! Great news for you! Can I ask what the circumstances were? I’m on day 13 at the moment so not been waiting as long as you but any extra tips may be useful if they drag it out or for some reason it goes past the 28 days.
Regards,
ME
D says
I just called them there on day 15 and the guy said 28 days. I told him as they process a loan in 90seconds it’s pathetic and that I would every day till the money was in leave negative trust pilot reviews and inform the people on there of their malpractices and he said it would be in my account in the next few days. We shall see
Richard E says
Hi can I have some advice please I received this today but I was wondering if the figure what they have offered includes the 8% or not as the email doesn’t state anything is it best if I ring and ask before I accept? Also my last loan I had with them was passed to SSL Capital and the balance was remaining at £200 odd quick I did have a letter saying that Sunny did buy it back but the email today isn’t saying what’s happened to the last outstanding loan either.
Elevate Credit International Limited T/A: Sunny has now responded to say whether it agrees with the recommendations our adjudicator set out on 16 July 2019.
The adjudicator says that loans 6 onwards should be upheld. #
Having considered our findings, Sunny has let us know that it doesn’t fully agree with the recommendations, but it does agree that it should have been prudent to have done things differently afther the 18th loan and has made the following offer:
We consider it may have been prudent to have done things differently after we granted his 18*’^ loan; our affordability and creditworthiness assessments were sufficiently robust and proportionate to rely on the decision(s) to grant loans to him up until that point.
Please can you consider this and let us know if Mr. Ellis is willing to accept our offer to settle this complaint (£1,860.04)
Thanks for any help.
Ross says
Hi all
I just thought I’d share some good news. I’ve just received a reply from Safety Net Credit who have fully upheld my complaint, refunded all interest on my account against 83 borrowings, as well as statutory interest.
Currently have 3 cases with FO and hope to receive more good news soon.
Thank you Sara for all of your hard work in raising awareness of the PDL exploitation and how to fight it.
Raj says
Hi Ross,
What was the deadline for SNC to reply back to you? Their deadline with me is today so just wondering how long it took to resolve yours.
Congrats btw, that is a great result for you!
Ross says
Their deadline was tomorrow for me, so they took the full 8 weeks with one previous correspondence after 4 weeks stating they needed more time.
sofia says
hey. i have raised complain with them too, just wanted to ask how worder your letter as i read here a lot and some of the complaints are fully upheld and they return all the interst which i am hoping for as well as over 1.5 year i borrowed oved 15k with them and interest was 2660 , but some comments i read here and they say that they only deleted the balance and some say that that they offered silly sum like 500 of goodwill.
i have sent them email saying that i calculated annwrote the exact sums i borrow and exact sum of 2661.67 interest paid.
Simon says
Hi Sara,
Please could you tell me if the below is worth raising a complaint about? Just a bit of background, I have PDLs with around 6 companies at once and had been struggling with a gambling addiction up until 8 weeks ago.
£300 -9th May 2019
£100 9th May 2019
£100 30th May 2019
£50 20th July 2019
Thanks
Sara (Debt Camel) says
I think you will struggle with that – not many loans and the amounts borrowed were going down.
PH says
Ok camels, I’m looking for some advice. I also complained to Mr Lender and this is where I could do with some advice. I have a 5 loan complaint in with them, complaining that I didn’t think they should have lent to me knowing my circumstances (2 x CCJs – from 2013/14, couple of old defaults and the level of debt I had coming out of my account when I applied). I also had a gambling issue, which they would’ve noted if they had checked my account properly (now clean for 4 months). They have sent me a response which to me looks automated, and contains no specific information. They have rejected my complaint but are willing to write off the outstanding £442 on the account as a gesture of goodwill. The loans are as follows :-
Date of loan – amount – date repaid
20-Jun £260 29/09/2017 repaid
02-Oct £350 19/12/2017 repaid
29-Dec £880 30/04/2018 repaid
30-Apr £1,000 23/05/2019 repaid
03-Jun £400 Outstanding
To be continued…..
Joseph says
Sounds like a good complaint PH, send to FOS. Be careful when accepting that offer though, I would get someone to specify in an email that this is a ‘gesture of good will’ and NOT a ‘settlement of your complaint’ – as you might not be able to refer it if it’s not actually a gesture of good will. CCJ’s etc you’ve mentioned is definitely a reason to submit to the FOS! You might only get loans 4 & 5 upheld, but as your borrowing increased (somewhat) the FOS would say they should have asked further questions. Good luck!! (8/8 complaints upheld against pay day lenders so far at FOS)
Matt says
Hi PH,
I guess the question is what you want to achieve from of the complaint? How much interest have you paid on the repaid loans and is it significantly more than the balance that MrLender is prepared to write off for you. If it’s about trying to clear your debts and avoid any additional CCJs then I think it is a fair offer. Based on decisions I have seen to date, it unlikely the FOS would uphold the first couple of loans and possibly not the third one either.
And best of luck also with the gambling problem.
PH says
Thanks for both of your replies
I’m looking to clear debts, but am up to date with all of them anyway (this would be a case of not having to pay them any more…). The real quandry I have is with loan 4 – as it was over 12 months, the payments were much smaller (all £220 or less) which I’m worried the Ombudsman would suggest is affordable based on my monthly salary (albeit at the height in 2017, I probably had 6 active payday loans at a time , as well as several longer term loans).
Mr Lender’s letter is so generic that I don’t think they have done any real investigation into it – it even states that they have sent the loan to a debt collector (which they haven’t) at the end.
I’m aware I won’t get refunded on probably the first 3 loans, and I’m a little doubtful as to whether the FOS would refund loans 4 and 5 as loan 4 was a 12 month loan, and loan 5 was for much less. Whilst the difference is only £500, I’d rather they removed the loans from my record so may try and push them that way instead (aware they probably won’t but worth a try I guess!)
And thanks for the message Matt. I face a constant battle, but I’m winning at the minute!
Matt says
Hi PH,
Was loan 4 paid back over the entire 12 month period? I could not tell if you had repaid it after a month or did you take out loan 4 in 2018 and repay over the full 12 months? If that is the case, then I would suggest that you have a good case to take to the FOS. In respect of the monthly instalment amount – it is irrelevant how much the amount is, it’s about whether you could afford to make the repayment. It could have been for £50, but if you were so leveraged that you needed to borrow more to repay that amount then it is by definition “unaffordable”. The fact that you were presumably gambling at the time is not something that would prevent you making a claim. I assume your bank statements at the time of borrowing would have shown gambling transactions?
If you did not default on any of the repaid loans you may consider that accepting their offer achieves what you want it to – i.e. clears any amounts owing and as part of the settlement (or their goodwill gesture) ensure that they agree to remove any information in respect of that loan from your credit report. Having a settled debt on a closed account from over a year ago is not a bad thing so you may be comfortable with that.
And make sure if you are successful with your claim(s) (I hate referring to it as a win) then make sure you don’t give a penny to any gambling company.
Good luck with it all.
Sara (Debt Camel) says
How much have you paid towards the last loan?
PH says
Thanks Matt – the 4th loan was taken in 2018 and repaid over 13 months (deferred for 1 month) and cleared in 2019. I always ensured that I never fell behind with any payments of any PDL despite the fact that I had to borrow to ensure that I did so. The gambling will definitely show, as a loan company referred that to me last year when I made an application!
Sara – the last loan has £300 principle outstanding and about £150 in interest (which is where I think the £442 figure has come from).
AndreaG says
I had a really poor offer from uncle buck, £40 for a loan paid back the same day as my bank refunded some charges but borrowed again 6 weeks later. I had 7 loans with them over 9 months with 6 weeks being the biggest gap, I felt at least 3 onwards should be considered as uncle buck were my desperate lender when every one else said no or I had loans with. Then replied that my income was £3800 PM month which is clearly an error or typo as twice what I was on. I explained this but no joy, surely if the checking was correct they would spot this and questioned it as I had over £700 going out just in payday loans at this time. Oh well off to the ombersman! Silly really as I was prepared to accept £200 as a gesture.
GM says
Well, after sending the QQ complaint to the FOS on 05/11/18 and being “pilled up” in the jurisdiction department, it was finally picked up by an adjudicator last week who upheld most of my loans. They have up to the 29th of august, so fingers crossed!
Colin Brown says
Hi Mate,
I am in exactly the same position as you except QQ disagreed with the adjudicator so now waiting to be picked up by Ombudsman, they have said won’t be until xmas:-(
Keep me posted on yours.
Col.
GM says
Hey Colin,
When did they rejected your adjudicator decision? Mine said that QQ has become a bit more lenient with their decisions compared to the past, but that doesn’t mean they’ll accept every complaint. to be fair, i firt complained to QQ nearly a year ago, so xmas sounds just about right.
Colin Brown says
QQ rejected it straight away, I suppose the only positive of that is it will be picked up sooner by the Ombudsman. He gives nothing away though and says it will be picked up when it’s picked up.
Like you I have heard of cases where they have rejected it and then changed their mind, the adjudicator looking after my case plays this down though.
I guess it is just a waiting game.
Paula says
A couple of my complaints were picked up by the adjudicator over 2 weeks ago but I have heard nothing since. I have sent a couple of emails asking for updates but not heard anything back. Is it normal for it to take so long?
GM says
it is if the business hasn’t replied yet or if the adjudicator is on leave. From experience, sometimes they give a few extra days days after the 2 week deadline in order to avoid going to the ombudsman straight away.
Mike_p says
Mine took 4-6 weeks to get a decision.
Sarah says
LS – Adjudicator agreed loans 5-31 were irresponsible.. Happy with that result!!
Now to wait for LS to accept and then again to wait for them to pay out, im not expecting it until October now, but will be a nice bonus for Xmas presents
Does anybody know if they wait until the deadline date to accept?
Thanks
S
Mike_p says
In my case they were given a deadline date of 2 weeks but didn’t response until 4 weeks. They deliberarately delay and fustrate everything but the good news is that they seem to be accepting adjudicators decisions and people are eventually getting paid out.
Holly says
That’s good news I’m in the two week stage now
Zoe says
Mine was four weeks over the two week deadline so six weeks in total but they did agree in the end which is all that matters.
Sarah Harrison says
Hi same here my claim was 2018 and deadline is 23.8.2019 for on stride to reply to the Ombudsman.
Kate says
I’m waiting on an adjudicator picking up my complaint with onstride. Took the ombudsman 4 weeks to even acknowledge I had raised a complaint so not expecting anything to happen any time soon. On stride took over 8 weeks to reject my complaint – will wait and see what happens.
Colin Brown says
How do you know if you can claim back the tax from the redress, what qualifies you to do this?
Also, once you claim how long does it take to get your money back? Does anyone have any experiences of this?
Sara (Debt Camel) says
see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
C says
HI
Just wondering if anyone can share any experience on this?
Had a call from adjudicator regarding thier communication with my jar today. My jar are saying they no longer hold my details as they have deleted them (im presuming as over 6 years old) whereas FOS have a copy of the loans I had with them, as Myjar sent me the info late 2018 when I complained directly, before the 6 years had passed.
FOS are saying MyJar have agreed to make an offer beceause of this and it will most likely be a ‘line offer’ (not a term Ive heard before?) which would be all interest & charges plus the 8% on all loans. I had 12 loans in total. I may have misheard what the adjudicator said but I think this is what she said.
Does this sound like something that is common? Im dubious as I havnt heard of a complaint end like this before.
Thanks!
C
Sara (Debt Camel) says
It’s very rare. Myjar has screwed up badly by deleting details relating to a complaint in progress. The “line offer” (not a term I have heard before) ssounds like the maximum that FOS would usually recommend. There has to be something VERY unusual for you to get any more, and normally you would only have had a refund on say loans 4-12.
Mike_p says
Lending Stream used the term “in line offer” in their response to my adjudicator. They meant the offer was in line with what the adjudicator had decided,
C says
Thank you. I shall keep my fingers crossed and await what they say, even if I’m not refunded on all I will still be happy with a positive outcome!
Mandy says
Had a reject from safety net credit and have borrowed Constantly for over a year other pay day loans at time too. I still owe them money do I arrange to pay back monthly ? Also I’ve now logged complaint with ombudsman any idea how long until this is picked up by adjudicator and getting a decision? Also lastly do they normally accept adjudicators decision or do they go to ombudsman?
Sara (Debt Camel) says
“do I arrange to pay back monthly ?” well you could offer them a small affordable amount if you want. but don’t stretch to do this!
You could also leave them a bad review on Trust Pilot https://uk.trustpilot.com/review/safetynetcredit.com. I wonder if that may make them change their mind?
I don’t remember anyone recently saying how long it was until their SNC case was picked up. 3-6 months probably. I think they usually accept adjudicator decisions.
Mandy says
Thank you. I’ve left a review on trust pilot and submitted complaint against safety net to ombudsman. Can I ask how do I download a full credit report to send online to ombudsman was with noddle before and could just click on download and email that way, but it’s now credit karma and don’t have that option. Any other free credit report sites I can download a full credit report I can send by email ? Thanks
Mandy says
Thanks for your reply I left a review on trust pilot they left a reply saying sorry I’m unhappy and to leave contact details which I did but surprise surprise ignored ! So logged with ombudsman now. Weird how 2 people yesterday got refunds and I didn’t
Cabot says
Anyone heard anything regarding Drafty?
My complaint has been in queue for Ombudsman for over 15 months and I keep getting told to keep waiting.
Queen says
Hello i have just come across this website and have been reading on how to make a claim. I have few questions please. Firstly my priority is for the loans to be removed from my credit report. I went through a tough time im 2017/2018 and too out loans from H&T pawnbrokers, safetynet, likelyloans, London community credit union, lending stream, likelyloans and loans 2 go. All these loans i am still paying but have defaulted and it is on my credit report Would making a complaint and sending that email have more negative effect on my credit file, as i am also trying desperately to improve my credit score. would i need to wait for them to reply me before i contact FOS.
Many thanks in advance
Sara (Debt Camel) says
Making a complaint doesn’t in itself affect your credit record.
If you are complaining about loans where there are already defaults on your credit record, then there is no way that can get worse whatever you do!
If you had just 1 or 2 loans and they were large, don’t use this payday loan page, use the template over here: https://debtcamel.co.uk/refunds-large-high-cost-loans/
And for loans2go, I have called that the worst loan in Britain – https://debtcamel.co.uk/worst-loan-in-britain/ so send that straight to the Ombudsman if they don’t refund it!
Evelyn says
My complaint againat Harvey &Thomson has been upheld by the adjudicator but the company had to reply by 29th july.
Ive still not heard anything called the ombudsman today they said they are giving them more time.
Anyone had any experience of harvey and thomson
Bill says
Hi Evelyn, can I ask when did you put the complaint into the fos? Mines been over 12 months and heard nothing! I expect a diluge soon on H&T over the coming months as would think they gave out irresponsibly quite similar to the money shop:
Bill
Sharper says
Another small success for me..
The adjudicator partially upheld my complaint against Satsuma. I had 3 loans (£500, £900 & £2000) in very short space of time and the adjudicator upheld loan 3. Now to wait to see if satsuma agree.
Steve says
Maybe not the correct place but after some info please. If you withdraw from a credit agreement does that come off your credit report completely? If not, what is the difference between withdrawal and paying early? Any help would be much appreciated. Thanks
Sara (Debt Camel) says
do you mean during the initial cooling off period?
Steve says
Yes during the first 14 days where it stated you have the right to withdraw. I have done this but paid the same as if I’d just paid early
Sara (Debt Camel) says
I think you can argue the loan should be deleted from your credit record. I haven’t come across this situation.
JC says
Firstly, thanks so much to everyone on this site and particularly Sara. You are absolutely marvellous and have been so kind.
I have just had an email from the FOS to say that Lending Stream have agreed with the adjudicators decision. I have emailed the adjudicator to say I wish to accept LS’s offer. I haven’t had an acceptance form to sign or anything. Given the delaying comments noted by others, Should I call LS and say I have accepted their offer or do I need to wait for a form to sign?
L says
My acceptance was attached to the email from the adjudicator to say LS had accepted, I sent it straight back and also called LS to confirm this and bank details, if not you may be waiting a few weeks to hear from them.
Mike_p says
I think they need to receive the acceptance from the adjudicator but phone Lending Stream and say you have accepted and confirm the bank details with them. If you don’t they will wire three weeks before asking about bank details and then say the 28 days starts from then.
JC says
Thanks all. There definitely isn’t a form attached to the adjudicators email, so I have just emailed them to say I accept. I will also call LS I think. Thanks for the advice.
Chris – the 14 days was up on 14th August so hopefully you will hear soon.
Mohammed Panjwani says
Hi guys some help please, I have asked for refund from 6 different lenders , 3 of them are asking for my bank statements and wage slip is this something I must give them?
Sara (Debt Camel) says
See Should you send credit record and bank statements? in the article above.
Mark says
Sara,
Sorry to bother u but I have a query regarding a complaint upheld by the FOS.
In February Satsuma were ordered to repay interest (which reduced my balance as I still have a loan with them) and remove all negative info as usual.
I did a credit search in July and the default on the existing loan was still showing. I contacted my adjudicator and she contacted Satsuma. Satsuma have told her that as I have an existing balance they have to manually remove the default every month. As this is done at various times there is good chance that the default will still appear on my credit record until the loan is paid off in full.
The issue I have is that I am only paying £1 p/m and as my balance is £250ish that default will remain on my record for 10 yrs!
So, I requested that the adjudicator make Satsuma remove the loan from my credit record entirely but she has refused and agreed that Satsuma has met its obligations by promising that the default will be removed once the loan is settled in full.
This seems wrong/unfair as the adjudicator has already concluded that the existing loan was one of the many that were leant ‘irresponsibly’, yet the ‘negative information’ they were ordered to remove, won’t happen for a decade.
Is the adjudicator right, if not how do I get this resolved please????
Sara (Debt Camel) says
This seems a bit odd – I am surprised if it is a Satsuma systems problem that no-one has mentioned it before. When did you default on the loan? Is it possible for you to pay more than £1 a month (as ever I take a practical approach!)?
PS any news on your guarantor loan complaints? Sorry if I missed it.
Mark says
Yes, I thought the same, but the default (registered Jan 17), has never been removed and it appears I can do nothing about it until the loan is repaid in full. I am unable to pay more than £1 p/m for the foreseeable.
Re Amigo – Adjudicator ruled in my favour in June. Amigo agreed and I received full refund + 8% interest last month.
Re UK Credit Ltd – Adjudictor ruled in my favour in July. UKCL appealed. Ombudsman rules in my favour a few days ago. Should receive refund plus interest within 28 days. 🤞
Andrew Bellis says
Hi mark how long did u wait to hear with your uk credit as mine has been 10months now
Mark says
Hi Andrew,
18/8/18 – Sent complaint to FOS
20/7/19 – Adjudicator upheld my complaint
28/7/19 – UKCL appealed decision
13/8/19 – Ombudsman upheld my complaint (it was investigated/ruled on very quickly due to financial hardship)
Hope that helps. Good luck!
M says
If the refund you receive from UKCL is more than the amount you owe to Satsuma can it not be used to repay Satsuma?
Mark says
Ps Also started 3 new complaints against UKCL last week:
A) Failure to process FSAR – they refused to send me credit search and even after your intervention they still never sent it to me
B) Unauthorised credit search – they processed an ‘admin’ credit search during complaint investigation both IC and FOS advised that they were not permitted to do this without permission.
C) Poor complaint handling – despite overwhelming evidence supplied when I complained and when the adjudicator ruled in my favour, they STILL appealed and took it to an Ombudsman.
I think UKCL are a complete disgrace and do not care what rules/regulations and even laws they break when attempting to defend perfectly legitimate complaints.
Andrew says
I will look into my case as I think this may be the same as my complaint , ie searches etc, they reject my complaint within 4 days , fingers crossed gets looked into soon
R says
I’ve just had the email, from the Wonga administrators, and it states that my case has been assessed and declined in full. 33 sizeable loans, with interest totalling £3066.70, in a period of 4 years. Trying to read in between the lines, at the usual waffle, it appears they are only assessing against loan value to salary (or thereabouts) so no consideration to other loans, debts at the time, as the ombudsman would consider when looking at complaints. They have said I can appeal, but is there really any point? I didn’t really expect to receive anything anyway, and I had redress off them a few years ago but, stupidly, I accepted an inferior offer as I was in my early days of complaining and didn’t really realise that I could’ve got a LOT more by taking them to the FOS. A lot of the loans were in a very short period. Even though the loans were taken out, over 4 years, a lot were taken out one after the other at the beginning. I think it’s time to leave this?
SI LAD says
I got same reply. Only loans that were more than 30% of salary will be redressed. No consideration given to multiple loans with numerous lenders all at same time given. ??????
I hope that when Paydayuk gets moderated and goes through the same process they don’t do it like this. As this is just a way to pay out on a few claims and not the thousands it should be if it went through FOS.
It’s just proper mugging customers off. Saving Wonga money. Such a joke. Even the administration process is a rip off now. You can’t win. 👎😤😡🤢
Mandy says
Hi where can I download my full credit report free to send to the ombudsman by email ? Used to do it via noddle which is credit karma but they no longer have this option any advice as the ombudsman need my full credit report? Thanks in advance
R says
Hi Mandy,
You can download from Credit Karma, but need to do it a slightly different way. If you go to your credit report and press control + p to print it, but save it as a PDF instead of actual printing. It will show up as a number of pages, when you go to save it. You can then attach the PDF to an email to the FOS and voila!
Mandy says
Aww brilliant thank you will try later when I’m home. Thanks for your help much appreciated
R says
Just to add, after re-reading, they have also assessed against constant repeat borrowing. Based on what I am about to post, below, how can this NOT be classed as repeat borrowing? Absolutely bonkers!
Loan Amount Paid Interest and Fees Accepted/Rejected
18-05-2010 £150.00 £20.84 Rejected
06-06-2010 £325.00 £61.46 Rejected
26-06-2010 £381.00 £104.41 Rejected
23-07-2010 £401.00 £117.96 Rejected
20-08-2010 £380.00 £108.62 Rejected
17-09-2010 £200.00 £13.61 Rejected
22-09-2010 £200.00 £5.50 Rejected
28-09-2010 £620.00 £109.63 Rejected
16-10-2010 £530.00 £137.24 Rejected
22-11-2010 £400.00 £77.49 Rejected
11-12-2010 £740.00 £201.57 Rejected
07-01-2011 £916.00 £246.14 Rejected
12-02-2011 £600.00 £81.74 Rejected
04-03-2011 £820.00 £214.81 Rejected
04-04-2011 £820.00 £178.60 Rejected
29-04-2011 £820.00 £96.52 Rejected
16-05-2011 £820.00 £69.73 Rejected
04-06-2011 £700.00 £62.86 Rejected
19-06-2011 £500.00 £30.43 Rejected
03-07-2011 £300.00 £14.54 Rejected
07-07-2011 £800.00 £109.38 Rejected
23-07-2011 £850.00 £215.46 Rejected
20-08-2011 £930.00 £0.00 Rejected
26-08-2011 £940.00 £0.00 Rejected 16-09-2011 £1000.00 £0.00 Rejected
20-10-2011 £780.00 £0.00 Rejected
18-11-2011 £1000.00 £0.00 Rejected
24-12-2011 £1000.00 £0.00 Rejected
13-01-2012 £1000.00 £32.01 Rejected
15-12-2013 £1000.00 £257.17 Rejected
11-01-2014 £1000.00 £222.73 Rejected
10-02-2014 £1000.00 £276.16 Rejected
08-03-2014 £1000.00 £0.00 Rejected
JA says
Had you already had compensation for any of the loans that they gave a few years ago?
In the email it says ” Please note that any loans that have been previously compensated have not be re-asseded”
R says
Hi JA,
I did have redress for ‘selected’ loans, years ago, but I believe the ones above are ones that weren’t considered first time around. I know this because on one of the loans they DID offer redress on had interest in excess of £500, and this one is not listed. I am just confused as there’s so many loans, within a short space of time, but they don;t seem to have assessed these according to their own criteria?
James says
Hi Sara
I would just like to say a massive thanks!, I stumbled across your website when Wonga first started going into administration mid 2018, I raised a complaint with Wonga I paid them around £9,000 in interest, like others I am waiting to hear back and whatever the outcome I might not get anything but something is better then nothing, I also had 1 loan with WDA & they have said they agree to my complaint of £200 again wont see much here.
But for me the best news is I complained to Satsuma (provident) I paid them around £3,000 in interest they laughed me off, the Ombudsmen has just found in my favour £2100 + interest (circa £2500 in total) I am over the moon!, I am now crossing my fingers that they do not go into administration by the 3/9 (when they have to respond by), I Paid Lending stream circa £1000 in interest (they offered me £50) again the ombudsmen has found in my favour and I agreed on £750 + interest, I will hopefully get back £3500 within the next 1-2 months across both companies. which is amazing!, I am complaining now to 3 other lenders who I paid £1000 each roughly in interest.
Thanks
James
Sara (Debt Camel) says
It sounds as though the Satsuma decision is from an adjudicator? Satsuma are VERY slow about responding and many decisions have to go to an Ombudsman.
Definitely get all complaints in asap, no reason to delay.
Ali says
Hi i had a offer from safetynec,of £2700,i’ve respond to there email with the offer,but its been two days haven’t had a reply does anyone know shell i wait or give them a call to see wots going on.
Raj says
I had my offer from them on Monday. I called them yesterday and they said it will be paid by close of Friday.
Ali says
Thanks Raj.
i had my offer from them on monday,so i’ll wait until 2mro then will call them up to double check.
Ash says
Hi there I have just had a response from piggybank admitting liability and offered me a redress amount which I have accepted
Does anybody happen to know the timeframe in which they tend to pay out?
Cheers
Ash
sandra says
Hi I accepted with Piggy bank and provided my bank details on 1/8/19, it hit my bank account on 19/8/19. You will get an email advising that it will be paid within 7 working days, mine was paid 3 days after I received the email :) .
ME says
Hi Ash,
That’s great news! How long did they take to give you a final response? I put in a complaint to them on 03/08/19 and they have advised that they aim to respond in 4 weeks but can take 8 weeks.
Hope you get your money through soon!
ME
Ash says
Hiya, I filed a complaint on the 4th of July so it was just under 7 weeks until I got a reply from them, so fingers crossed you should get yours within the next few weeks or so
Ash
Mp. says
Hi all,
I’m waiting on a pay-out from Lending Stream.
My credit file has just been updated. Any experience on how longer after they might transfer funds? I’m on day 22. Thanks.
D says
Look at your bank after 730pm and upto 10pm.
Seems to be then they pay in for whatever reason
Mp. says
Thanks, I’ll keep checking.
Bob says
Hi, I’m due redress from Sunny as agreed with the adjudicator. What are the odds in receiving the payment before the apparent 28 days they’ve stated?
Darren says
Hi All,
Anyone have any experience once Adjudicator picks up your case… on timings?
So today ive had an email from my adjucator saying “I’m getting in touch to let you know that Ive got all the information we need to start looking into your complaint. We’ll let you know our answer as soon as possible. in the mean time ill keep you updated – and get in touch if I need any more details”
any one know how long it will take for him to make his decision?
Mike_p says
Mine have been between 4 and 8 weeks. It will depend on how compliacted the case is and how awkward the lender wants to be in supplying loan details.
Nick says
Hi , I have made a complaint against 247 Moneybox in respect of continuous borrowing over a number of years. They have not acknowledged the complaint or given a final response even after 10weeks. Will be sending the FOS . Has anybody had any dealings with 247? There does not appear to be many if any comments on this forum. Many thanks .
Sara (Debt Camel) says
Have you rung them up? they do normally reply in 8 weeks. There have been a lot of complaints about them.
Paul Wakeman says
I had 8 consecutive loans from 247 MoneyBox starting in January 2018. The first loan started off at £80 with the last one being £630 taken out at the end of July 2018. Along with all the other loans I had running at the same time I could no longer afford to pay and stopped around October 2018. I raised an irresponsible lending complaint with them on 06 Apr 19 and on 11 Apr 19 I received a response asking what I would accept as a settlement. I replied on 12 Apr 19 stating I would accept a refund of interest on all loans, 8% Statutory Interest and the loans removed from my credit file. I also stated that I would like any refund to be used towards an existing balance and this would leave a refund to me of £192.17. On 31 May 19 I received their final response stating that they would not uphold loans 1-4 but would uphold loans 5-8, refund me £27.84 and remove all negative reporting from my Credit File. On 06 Jun I referred it to the FOS as I felt their offer could have been better based on my circumstances at the time and the amount of information I gave them. They seem pretty quick at answering so if you haven’t already, I’d give them a call (unfortunately it seems to take a while to get through though!) Good Luck.
Stuart Manson says
I put in a complaint about this to Peachy yesterday. This morning I received an email reply from them saying the usual about looking in to it etc, but noticed that they said;
“Additionally, we would like to inform you that we have ceased all recovery activity for 60 days whilst investigating your complaint. Please bear in mind that this means we will not be collecting your upcoming payment automatically and this may result in your account going overdue.”
Very sneaky stuff. They do then go on to note that I can make the payment as normal if I wish but have to phone up or make a bank transfer.
Sara (Debt Camel) says
well you have complained saying the loan is unaffordable…
how many loans did you have from them?
Stuart Manson says
Just 2 from them but this was/is whilst I had/have multiple others with other lenders as well as paying Arvato each month for a credit card debt as well as paying a debt arrangement scheme each month (none of the payday loans are in that).
Ste says
Hi Sara/all
Just had a response from my adjudicator. The deadline for Lending Stream to reply back was the 08/08/19. They have responded and have agreed with the adjudicator’s report that loans 4 to 32 should not have been given.
I am now awaiting a further response as there was a slight miscalculation on Lending Streams offer. So hopefully it will not be too long!
Thank you for all the advice and information I have been looking at on this amazing site, I can certainly see the light at the end of the tunnel!
Once I accept an offer would it be advisable to get in touch with updated bank details?
Regards, Ste
Ste says
That was a mistake regarding loans. It was loans 4 to 36!
Mike_p says
If you are happy with the offer I’d get in touch with Lending Stream immediately and say you will be accepting the offer and want to give them the bank details to use. They can’t proceed without confirmation from the adjudicator but it will give them less reason to delay paying you.
Ste says
I shall do that once I receive the recalculated offer. I can finally see it coming to an end. such a long process but it will be worth it!
Thank you for the reply, much appreciated!
Chris says
LS were supposed.l to respond to FOS by 15/8. I called LS yesterday and they say they replied on 15/8 offering redress of £1800, I calculate based on loans 5-52 being unaffordable, the redress should be at least £10,000.
The FOS say they have not received a reply from LS. Has anyone else been in this position?
Anthony says
I have Chris should have had an update from them on 14/8 doc only got scanned at the ombudsman service today. They’re behind as well as the lenders.
J says
Hi Ste – once I confirmed acceptance I rang them next day to then confirm bank details. About 5 days later they sent an email confirming this and advising 28 days max from the date of acceptance. I received the refund in full on the fifteenth day and it arrived at 7.30 pm (this seems to be quite normal) and a confirmation email the same day.
All this was last month so hopefully remains about right and will give you some idea what to expect.
Good Luck. J
L says
Hi was that 15th day from acceptance, confirming bank details or receiving the email? Thanks
J says
Sorry, fifteen days from acceptance. FO advised them same day and LS calculated from that day. J
L says
Lovely thanks for the info
Stephen says
Hi pounds to pockets have come back to me and asked for the following
Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
• What is the date of your first loan?
• How long did it take you to realise that Pounds to Pocket might have been responsible for any financial difficulty you faced?
Do I need to provide this or say I’ll send if needed to ombudsman? Anyone dealt with p2p?
Joseph says
You don’t need to send this information to them, but if you feel that it could help you can. I personally told them I would not be providing this information and would give it to the FOS if they requested it (which they of course did). I remember they came back with an offer of £600 without me proving them with this information, but I took it to FOS and got back £3.3k so best to expect the worst and get all that information ready for when it does eventually go to the FOS. Good luck !
Stephen says
Thanks for this!
Lewis Holland says
Hi James,
This is an FYI however I had a decision upheld by the ombudsman on the 10/07/19 and it has effectively been over 6 weeks and FOS haven’t heard a response from Provident (Satsuma)
I’ve raised my case to the ombudsman, as the FOS advised they were going to give Provident 2 more weeks, however I don’t think that is acceptable.
Joseph says
Hi Lewis, I feel you. I know it might be frustrating but it’s sometimes worth waiting that extra time. If you think about it, a wait for an ombudsman could be 6+ months, if you wait a little longer they might accept before then. But on the flip side, they might reject it as well. They could possibly give you a reply in the meantime anyway, maybe they’re just snowed under. Good luck !
James says
Hi Lewis
Thanks for the heads up, I have an outstanding loan with them which is £300, I phoned them up today & told them I won’t be paying a penny of it, 1 because after they remove the interest on that loan there will be nothing left to pay, & 2 if I don’t pay it they’ll send it to debt recovery (they’ve been advised if they do that they’ll have to buy the loan back costing them more), so I’m fingers crossed with me not paying them they will want to get this matter resolved & send my money back sooner rather then later… we’ll see
I’ve just sent off my last 4 claims totalling £4,000, I could get around £8000 back through claims… but so far not a penny!
Anthony Thompson says
Just had a call from an adjudicator about my Lending Stream complaint. Agreed that loans 9 to 39 should be refunded total redress £4793.08. I accepted today with the adjudicator. Am I looking at about weeks before I get paid out?
Mike_p says
They often wait a few weeks before checking your bank details. and then claim the 28 days starts from then! I’d get on to them now to confirm bank details so they don’t have as many excuses to delay your repayment.
At some point you’ll get an email from them saying payment has been iniated and will be made in 28 days, judging from posts on here it seems to be anywhere from 14 – 28 days after that when you’ll see the money. It seems their 90 second express transfer service doesn’t work when they owe someone some money!
Sara says
The adjudicator now writes to the payday loan company to see if they agree with his findings. Have they done this yet because if not then you are only at the early stage of the process? They are given 2 weeks to reply but pay no attention to this. I have currently been waiting since May 15th (this was their 2 week deadline) and am still waiting. If they decline the adjudicators findings then you will have to go to the ombudsman which clearing takes months
Anthony says
Thanks for the replies.
Yes the adjudicator wrote to LS in June they disagreed with the him and said they only wanted to pay redress for 4 loans but the adjudicator wrote back and said that they should pay for the 30 loans. LS wrote back today and accepted his recommendation. I accepted verbally with the adjudicator on the phone but I’m not sure on what happens next timescales-wise.
Andrew says
Good evening all,
Just to say thank you to this site, I sent affordability Complaint to LS for two loans i had 2010, requested my DSAR information, received this and showing £0 in house hold bills etc.
Uploaded this, sent back to them and just under 8 weeks upheld my complaint for both of them and paying redress.
Happy days.
Keep going all…👍
Mandy says
Hi I submitted a complaint to the financial Ombudsman on Monday, I got the email acknowledgement to say it was submitted. How long do I need to wait to get given a reference number and for this to be picked up by an adjudicator?
Anthony says
Hi, I logged 3 cases back in Oct 2018. My first one was picked up by and adjudicator in Feb 2019, the second in May and the third in June.
The May one is now waiting to be allocated to an ombudsman and I’ve been told that this will probably take up to 3 months. The June one has been agreed at adjudicator level today and will probably pay out in about 4-6 weeks.
Ann says
I done mines 4 weeks ago I’ve heard nothing yet they are mega busy .
D McCutcheon says
So I’ve had quite a few loans from txtloan and myjar – back in 2018 they were going to take me to court for the final loan that I wasn’t able to pay back so I came to an agreement with them that they would remove all the late payment charges and I would just pay the loan in it’s final amount which was £1350 (paid in installments) – I had no idea that I could make a complaint on ALL the loans otherwise I would’ve done that initially and not paid the interest on the final loan. I have emailed them with the template letter from this page and they have refused to look at my complaint because they deem they have already done so, they seem to think because they’ve looked at irresponsible lending in relation to the very last loan, this now applies to ALL of them, even though they’ve never looked at that in respect of all the loans I’ve had from them since 2012.
Sara (Debt Camel) says
It MAY be that there were some weasel words in the agreement for the last loan saying it was in settlement of any other claims you have against them.
BUT if there hadn’t been any discussion between you about the previous loans, I think that clause would be unfair. I suggest you send the case to the Financial Ombudsman if Myjar has sent you a Final Decision rejecting your complaint.
Dmccutcheon says
Thank you, they still haven’t sent me a list of all my loans so I’ve told them they need to send me that so I can take it forward to the Ombudsman, there was never any discussion about any other loans I’d had from them previously, I just hope they’re forthcoming with the loan information now, under GDPR they should supply that information is that right?
Sara (Debt Camel) says
Yes they do have to sen you the list of your loans. But if they are being difficult, I wouldn’t wait for the, just send it to FOS straight away and carry on pestering them for the list. Threaten to report them to the ICO if they don’t send it. It will be weeks or months before anyone looks at the case at FOS so get yourself in the queue ASAP and you can always add more details to your complaint later.
Paul Wakeman says
Just under 2 weeks ago I received a response from Adjudicator saying he had upheld a couple of my Lending Stream Loans and LS were to recalculate etc. I emailed the Debt Collection Agency who were collecting payments to clear the balance advising them I would be making no more payments as the refund of interest etc will clear the balances. This morning, I get the following text: “Dont lose the opportunity to pay the discount Lending Stream has offered on your balance of £*** Call CRS today 01422324545 to settle. Ref LS11********”. Do I add this as evidence for the Ombudsman??
Sara (Debt Camel) says
At a guess, LS has decided to accept the adjudicator’s decision and the DCA has got the wrong end of the stick.
I suggest you ask your adjudicator what is happening and say you have this text. And save a screenshot of it, just in case.
Sara (Debt Camel) says
so far as I know that email is right – you could phone them up and ask? or copy it to the onstride email just in case?
Mp. says
Hi,
My long wait has finally ended. Lending Sream finally refunded today! I just want to thank Sarah and all the contributors for your help.
D says
Long was that wait? If you don’t mind me asking
Mp. says
Hi,
No problem.
From the initial complaint until the Adjudicator decision, around a year. Then another six weeks to receive funds.The six weeks includes the delay receiving confirmation of acceptance. They paid-out within 28 days from my phone call to confirm bank details.
Andy says
Hi , I’m going through a refund with 247 money box I sent the template you have on your website and they replied in other words , what do I want to close the case ? I’ve had 32 loans over 3 years I’ve borrowed 10000 over that time and repaid 11600 , I’ve only paid so little interest because I’ve been taking out loans to pay it off over and over so what would be a reasonable reply thanks
Sara (Debt Camel) says
Do you still owe them any money?
Andy says
No I don’t owe them anything now sara
Dave G says
All
I just thought I’d share a good news story on a claim I’ve made against Quick Quid.
Using the template I found on Debt Camel, I made my first complaint with Quick Quid on 31/05/2018, some 15 months ago! 2 months later Quick Quid contacted me stating they disagreed with my claim stating that I never told them I was in financial hardship
I decided to write to the Financial Ombudsman
I received an e-mail from an adjudicator from the Ombudsman Service who reviewed my complaint and upheld it. He wrote back to the business giving them 3 weeks to reply, if they didn’t the decision would be for them and would be found in my favour. Unfortunately, just before the deadline, they replied, they didn’t agree with the adjudicator either, so it was referred to the Ombudsman for a final decision.
After bracing myself for another long wait, I received a message from my adjudicator, advising me Quick Quid had changed their minds and agreed with his findings and had 6 weeks to provide me with my refund plus 8% simple interest. This is now due on 19th September.
Being curious, I went in search of an online calculator that would tell me exactly how much this refund would be, however I was unable to find anything, so I decided to create my own.
My refund amount as it stands, as I’ve not received my cheque yet is £3320.93, it goes up daily until they send the cheque out.
Dave
Linds says
That great news Dave!
I have a complaint in against Quick Quid, they rejected it (as expected), it is now with the FOS.
Fingers crossed ha.
Chris says
HI Dave Sounds like you have got things in hand but I have found the calculator here really useful for the 8% interest stuff:
https://hardwicke.co.uk/simple-interest-calculator/
Well done on your result.
Colin Brown says
Well done! How long was the wait from them declining to changing their mind?
I currently am waiting for the Ombudsman to pick up my case after Shit Quid didn’t agree 3 weeks ago.
Fiona says
Did you have to contact quick quid as I have the same letter agreeing to pay me after 2 years of backwards & forwards they say 6 weeks but it’s been 3 already & I’ve had no contact from anyone? I don’t even no how much the refund is
Terry says
I’m currently waiting on a response from LS and Sunny who have 4 and 12 days left respectively to answer the adjudicator who went in my favour. 2500 and 3300 refunds… What type of time scale do people generally see at this stage?
Mike_p says
Lending Stream seems to be about two weeks after the adjudicator deadline, then they take close to the full 28 days to pay out.
Sarah Harrison says
Has anyone dealt with on stride formerly pounds to pocket? The Ombudsman has went in my favour and give them till 23.8.2019 to respond to the Ombudsmans decision of refunding 8% of interest. The adjudicator has said that they will give a week after the first deadline and then there decision is final.
Joseph says
Little bit of a strange question, but has anyone done anything good with the money they’ve won from these companies? I’ve seen some big payouts, myself included, around £6.3k so far, but can honestly say I’ve just levelled myself out where I now don’t owe anyone anything, which is good I guess but wish I could’ve done something good with it. Anyone else?
Sara (Debt Camel) says
A couple of people whose loans were a while ago had already got themselves “levelled out” so have used the refunds for a house deposit. But most people have used the refunds I think to get themselves out of the mess they were in.
But getting yourself out of a mess is a hugely good thing. All your pay packet is now yours! You can now make good decisions and choices about savings, pensions, car, holiday.
Mike_p says
I’ve been using some of mine to clear other loans and put the rest into a savings account so I have something to fall back on should the need arise. I’ve also changed the way I budget and now have a separate spending current account–it takes care of itself and I just need to check the available balance on the app to see what I have left for the week. Its no good getting these refunds if you don’t change the behaviour that got yourself into the mess in the first place.
GM says
I’ve paid off two credit cards (not huge amounts, but closed one of the accouns) and the rest into savings for a house deposit. What was left was used to do a few car repairs
Ann says
Hi all in need a bit help .when it comes to computers I’m not the brightest.I can’t down loan my credit report from noodle on my phone .How can i do it on a computer to enclose in a email or will i need to print it and sent it sorry in advance but me and technology don’t go thanks in advance
Scott says
Hi Ann,
On a computer, choose to print it and change the printer option to pdf from the drop down menu.
Scott
Emma says
Hi all,
What is the correct email address for lending stream? I emailed them a complaint just now but it has bounced back.
Many thanks,
Emma
Sara (Debt Camel) says
You have to go through their online message page. It’s one more way in which they try to make life as difficult as possible for people complaining. See https://debtcamel.co.uk/lending-stream-complaint-email/
Emma says
Thanks Sara. I have a repayment plan set up with all my lenders, and I am on the way to complaining to all of them. Do I cancel my CPA whilst they look into the complaints or carry on with the payments?
Thanks again for this fab website!
Sara (Debt Camel) says
Are the repayments you are making affordable? or are you left so short of money you can’t pay bills or have to borrow more elsewhere?
Emma says
Hi Sara,
They are just about affordable (around £20 each) apart from SNC which is £56. I think I will try and continue paying them. Also regarding SNC I took one loan out with them beginning with a £400 limit and they increased it to £900 which was clearly unaffordable as I was using their service the entire time during each month. Is it worth complaining to them? The loan has been 2 years.
Sara (Debt Camel) says
Definitely worth complaining to SNC – a lot of people are winning these complaints. Also say your repayments are unaffordable and you want them reduced to £20 a month.
Linds says
Hi Sara,
Do you have a template to complain against SNC?
I use them every month and my limit is £1000. I pay it each month but then have to borrow again straight away.
My payment due is £1185 on payday, I’m going to ask if I can pay a payment of £30, then ask for the interest to be refunded, is that right?
Thanks Linds
Emma says
Linds,
I am exactly the same. I now have a repayment plan with them as I was getting fed up with constantly using their service and worrying about a massive repayment at the end of each month!
A template letter would be great for me too, many thanks Sara!
Mandy says
Good luck found them horrible to deal with ! Had same limit as you used them for a year and half sent them complaint they took full 8 weeks didn’t uphold my complaint said I could afford it !! So now at ombudsman ☹️
Linds says
Emma,
Did you cancel the consent so they can’t take anything from bank, do you pay the lower payment or do they take it from my bank?
Linds
Emma says
Hi Linds,
Well they stopped allowing me to borrow as I hadn’t made my minimum payment, then took the whole lot on payday. So I rang them and they set up a payment plan. But it is too much a month, so I am going to go back and negotiate a smaller amount. But I am going to complain, there seems to be quite a few people being refunded.
Sara (Debt Camel) says
if they won’t negotiate a really affordable amount, just cancel the CPA.
Linds says
Shall I cancel the CPA now or wait until they get back to me?
Linds
Emma says
Is the template letter for them the same as the other ones Sara? Or should we just word it differently, as it is one loan extended?
Sara (Debt Camel) says
Using the normal one seems to work well. But you can change the wording a bit if you want.
Colette says
Great news this week from my adjudicator on my sunny complaint!!!!
They have deemed in my favour for my lending from the first 6 months of borrowing, basically the first facility that sunny gave me was a draw down limit of £1000. The adjudicator found that in the first 12 months I drew down 23 times and then after that went into to have 29 instalment loans. Such great news as I estimate a refund in the region of £6000 to £7000 .
They have given sunny until the 5th September to respond. Anyone had a similar experience with sunny?
Iain123 says
Well done. I’m still waiting for my Sunny complaint to be picked up.
You may need to be patient with the response date, others on here are experiencing delays, couple of extra weeks.
Lianne says
What’s everyone’s experience with Sunny (Elevate).
They had until 15th August to respond to Adjudicator, heard nothing after 10 extra days.
Can I request that it goes to the Ombudsman, surely they have had enough time
Thanks
Li
Iain123 says
Give them a few more weeks then get on to the Ombudsman again
Sara (Debt Camel) says
Leave them a bad review on Trust Pilot: https://uk.trustpilot.com/review/sunny.co.uk – that sometimes kicks them into action
Richard says
Have you heard anything yet? I’m still waiting to hear back from Sunny and my deadline was the 12th of August.
Kyle says
Hello, can someone please explain how it works with the 8% simple interest loan? Does everyone who is offered a refund get this?
Iain123 says
Yes, we all get the 8% simple. Search ‘debt camel 8% simple’, Sara has a dedicated page for it.