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?
Paula says
Can someone tell me how to download my credit history for 6 years from Credit Karma or Clearscore please? Not obvious from having a look!
Thanks
Paula
Holly says
Hi Paula if you go on a laptop or pc you can press Ctrl p on the report and it will print I hope this helps
Paula says
Thanks Holly. I am being pretty stupid here I think, how do I generate a historic report?
Holly says
No not at all don’t be silly ! Is this on credit karma you mean ??
Paula says
Yeah credit karma. A girl from FOS called me earlier re my Uncle Buck complaint and asked me for it but I can’t figure it out!
Ross says
Hi Paula, the simple answer here is that you can’t. However, your accounts will show historic data within your report. If you’re on Credit Karma, click on one of your accounts and you will see the history, showing when you paid and if you paid on time etc. Hope this helps?
Brian says
Update on Myjar Complaint:
Loan one Jan 2018 £500 over 3 months Interest £100
Loan two Apr 2018 £1000 over 6 months Interest £720
Loan three Oct 2018 £1000 over 12 months Interest £620 (paid early from funds received from Avant redress)
Timeline so far:
Sent complaint to FOS 18/07/2019
Reference received 29/07/2019
Phone call from adjudicator 28/08/2019
Email from adjudicator upholding loan 3 of 3 05/09/2019.
Thinking Ill just accept this offer and be done with Myjar.
Loan 2 was just as unaffordable (actually more) as the third loan but adjudicator says that basically they dont need to check early on in the lending relationship. Obviously disappointed with this attitude but hearing stories of people waiting 18 months for an ombudsman probably easier to just take this and move onto the next complaint.
That is unless Myjar dispute this decision in which case I will be pushing the ombudsman for a result on the second loan too!
Ross says
Hi Brian,
From what I’ve read on here, and from personal experience, MYJAR tend to agree with the adjudicator. As it’s not a huge amount, I think they will. Mine was £1300+ and they agreed with the adjudicator. Hope you can put this one to bed!
Mike_p says
MyJar agreed with the adjudicator in my case. It took about a month to get an acceptance and offer via the adjudicator, but I had the refund in my account two days after telling the adjudicator I accepted.
Jaz says
Hi Sara
I just got a reply back from saftey net offering me a one off gratis payment of £150 pounds, I don’t believe this is based on all the intrest and charges I paid them, I was wondering can i tell them im not happy with the offer. otherwise im thinking if i do go through with the FOS it might take months.
Sara (Debt Camel) says
Do you still owe them any money? Do you know how much interest you have paid?
Jaz says
Hi Sara
I cleared the loan with safety net in 2016, I was with them about a year or just over, there took regular payments every week out of my account, and I just kept on taking more loans one after another soon as I cleared 1, I took another and so on untill I stopped lending from them as it was just getting me more in debt.
Jaz says
Hi Sara
I don’t know how much interest I had paid during the whole term, it was a loan where there took weekly payments to pay off the loan, sometimes it took a couple of months to pay off, and some other loans it took 3 to 4 months, but every time I cleared each loan I straight away took another, it went on for just over a year of weekly payments. But im 100% sure I payed more than £150 pounds on interest and charges, on what there are refunding to me back.
Sara (Debt Camel) says
ok, £150 does sound as though it may well be low!
I suggest you go back to them and say you would like details of the amount you borrowed and the amount you have repaid before you can decide whether to accept their offer.
Dale says
How long do lending stream take to respond to adjudicator decisions? Do they tend to accept? How long does the adjudicator take to inform you of LS decision? Do LS calculate a complete offer to the adjudicator upon acceptance or do they just “agree” with his decision and you have to wait to find out how much?
Thanks for all the help!
Ste says
Adjudicator made a recommendation to LS on 25th July indicating they had 2 weeks from that date to respond. They responded 2 weeks further, so 4 weeks in total. Then took 2 weeks after that to calculate my redress as they got it wrong initially. I have sent my acceptance off on 03/09/19. just waiting for refund which will take up to 28 days. Hope that helps and good luck!
Mike_p says
They are deliberarately slow and difficult. 2 weeks seems to be the standard delay they apply on decisions, so if the adjudicator gave them 2 weeks expect 4. The adjudicator makes a recommendation saying refund interest on loans a-b and pay interest worked out as follows etc, and then Lending Stream calculate what it comes to and state that in their offer. My refund came through on day 22 of the 28.
Send them your bank details as soon as you tell the adjudicator you are accepting, as they sometimes wait 2-3 weeks to confirm bank details, and then say the 28 days starts from then!
Dale says
Thanks for the info guys, it seems I have a glimpse of the light at the end of the tunnel and just need to grind out these last few weeks and put this nightmare fiasco to bed once and for all, Lending stream really are the worst I have dealt with in this entire process and once their refund lands in my bank I will be leaving terrible reviews of them where possible.
Gemma says
Hi Dale,
Lending stream had until 6th Sept to reply to my Adjudicators decision they replied 2 days early ( wednesday evening ) i received an email informing me of this, my Adjudicator emailed me today with the offer i accepted and have emailed lending stream my bank details. They have told me it will take up to 28 days to process once they receive my confirmation from the FOS
Dale says
Wow that’s really quick. Hoping for a similar result. In their acceptance had they provided the figure for you to accept?
Gemma says
Yes they gave me a breakdown of the figure which my adjudicator said was reasonable it was about £150 less of what I expected, but I didn’t take the tax into account. I’m due just short of 3K .. I heard LS are agreeing more with adjudicators because if it goes to higher authorities they can publish there findings and LS don’t like this .. whether this is true I don’t know but I’m happy it’s been pretty quick. Just waiting for the 28 days now which I’m assuming that’s how long they will take to pay out!
ST says
Hello Sara
Thanks. I haven’t made any payment as yet. I offered £35 approximately 2 weeks ago and they failed to acknowledge this. I offered again this week and again they have failed to accept it. I have their sort code and account number. Would you recommend I make the payment? £35 is the maximum I can afford. Ps, I emailed them last August advising I was in serious financial difficulties and yet I went on to get a further 5 loans including the last for £400. Do you think that this strengthens my case with FOS?
Cheers
Sean..
Sara (Debt Camel) says
After you told them you were in servious finacial difficulty they should not have continued to lend to you so yes, this is a strong case.
I suggest you email again offering £5 and saying you will not be making a payment unless they agree to accept this.
Felicity says
Hello Marty – I had an offer this week from Uncle Buck – basically they ignored any loans outside the 6 year cutoff and just looked at the loan I had rolled over 4 times when I went into the DMP in 2012; the amount was just over £100, but they also included the 8% interest, so it was £237 after tax. I accepted it, as I got the feeling they would be difficult to pursue for more (especially after reading some other comments about them).
Interesting thing was, they told me I only had the 1 loan – not true, as I have email evidence with offers from them to top up my credit for being a good customer….
Marty says
Hi Felicity,
That’s great you got an offer congrats , I found them very difficult and unhelpful from the off. Its nearly 3 years since I complained as FOS wouldn’t look at it either as change of legal entity. Thankfully Sara intervened and I am expecting adjudicator decision shortly so will see its ridiculous its took this long and I hope my fight has been worth it. Have they actually paid you then ?
adam says
hi ive had and accepted decision for redress but lendingstream have still not rebought my loan from CRS debt collection, any idea when this will be sorted as i keep getting email from them stating what i owe and that ive missed payments, yet been accepted for redress? confused and feel this will be further affecting my credit score
Paul Wakeman says
Hi Adam, I was having the same problem so I emailed CRS the following:
Dear Sir or Madam,
On 14 August 2019 I contacted you via the online self service portal and advised you that an Adjudicator at the Financial Ombudsman Office had made a decision with regards to Lending Stream and irresponsible lending.
Lending Stream have until 28 August 2019 (tomorrow) to respond to the Adjudicators decision and I made you aware of this. I also requested that you cease sending Texts/Emails until Lending Stream had recalculated any monies owed.
I am still receiving texts/emails from you and as already mentioned, when the recalculation has been actioned, there will be no monies owed to Lending Stream as the refund of loans/interest will exceed the outstanding balance. Therefore, it is requested for the 2nd time that you cease sending me texts/emails chasing payments/offering early settlements and instead contact Lending Stream to discuss matters with them.
I have already sent the information to the Adjudicator regarding the texts/emails that I have received from yourselves and please rest assured that if I receive one more text or email from you requesting payment, I will have no hesitation in making a formal complaint to your Company.
Kind Regards
Lu says
When will quick quid pay out
Sf says
Qq took three weeks, they process refunds on a tuesday and the money then takes between 3-5 working days so if you accept on a Wednesday, they process the following Tuesday and money 5 days after that
Diane says
Hi Sara, can you please tell me if I claim child tax credit do I have to declare my refunds from payday loans as earnings
Sara (Debt Camel) says
No, this us a refund if your money, not “income”.
Linds says
Hi all,
Update regarding Wizzcash.
Loan 1 – £250
Loan 2 – £400
Complaint sent – 26/4/19
FRL from Wizzcash – 18/6/19 (Not upheld)
Sent to FOS – 22/7/19
Adjudicator picked up – 28/8/19
Response from Adjudicator – 5/9/19 (Not upheld).
Won’t take it any further but just an idea of time frames.
Linds
Joseph says
If you feel strongly about it, I would send to an ombudsman. I got the same regarding my uncle buck loans (uncle buck and adjudicator didn’t uphold the complaint), I only had 3 but my situation was dire and the ombudsman agreed and had loans 2 & 3 refunded which I wasn’t expecting, submit it, add some further comments and forget about it. Nothing to loose!
Gary says
Hi, I have recently put in a complaint to sunny loans regarding unaffordable loans given to me, i still have an outstanding balance with them and am struggling to pay the £200 a month repayments, how do i go about asking to pay s reduced amount?
Sara (Debt Camel) says
Tell them you need a payment arrangement and offer an amount you can really afford without having to borrow again.
BI says
Sharing my experience with various lenders in case any use:
– Safetynetcredit – Took 8 weeks. Offered to refund all interest from over 3 years of borrowing (just over £1k) plus 8% and removed credit report entries. Fully upheld. Paid next day.
– Peachy – Responded within 6 weeks. Partially upheld and offered to refund 5/7 loans (circa £150).
– Sunny – Responded on the last day. Rejected entire complaint.14 months of constant lending with no breaks (3/4 loans a month, average £200 per loan, numerous top ups, 37 loans totalling £7k), steadily increasing to loans of £500. Have referred to ombudsman.
– Myjar – Partially upheld on one loan (last loan with them) refund offer of £2.53. Complaint related to numerous £1k loans, some borrowed within days, interest totalling thousands. Rejected offer and referred to ombudsman.
– Lending stream – replied after 7 weeks. Just sent a list of loans (total of £4.4k over 10 loans) and expenditure I had entered and rejected complaint. The largest loan (£1050) had expenditure down as £350. Queried and told they used national average as my income (?!)
– Onstride/quickquid/pounds to pocket – rejected entire complaint after 8 weeks.
Just want to say thank you to Sara as the payments so far have allowed me to write off all outstanding payday loans and have a bit left over. Finally free from the payday loan trap after 6 years. The advice on here is invaluable.
Colin Brown says
Does anyone know who to make a complaint to if you have had loans with Trusted Quid? They ceased lending a few months back but I am sure they were part of a larger company?
Sara (Debt Camel) says
They are not in administration or liquidation according to Companies House records. Try gmuir@trustedquid.co.uk, if that bounces back write to Graham Muir at the address on here https://beta.companieshouse.gov.uk/company/07112031/officers. And talk to FOS.
Colin Brown says
Hi Sara,
The emails just bounce back, can you actually email the parent company themselves or do you have to write to them?
Sara (Debt Camel) says
Talk to FOS is my suggestion.
Colin Brown says
So… what’s the verdict then?
Just send the complaints straight to FOS or complain to the company directly?
I’m now hearing people are getting adjucator decisions within 3 months of complaining so this saves waiting 6 weeks to be declined by company so you end up waiting 6 weeks and still going to FOS.
What’s the way to go.
James says
… you can’t go to the FOS until you’ve complained to the lender first & its 8 weeks not 6
Sara (Debt Camel) says
if you send a complaint to FOS without having complained to the lender (or within the 8 week period) you will be told to complaint to the lender. Your complaint just sits at FOS, it won’t go into the queue to be looked at until the lnder has replied or 8 weeks has passed, you don’t gain anything by this except for wasting FOS’s time.
Gemma says
Hi David
I received the same email from pay day refunds which I ignored, I gave up hope with them months ago the claims were going know where so in the end I contacted the FOS myself which luckily has paid off .. I’m not expecting LS to refund the amount until the 28 days are up but thankfully it is finally sorted. The FOS have been superb really considering the amount of complaints they are dealing with I didn’t expect mine to be sorted so quickly!
David S says
Great stuff Gemma!
FOS advised they will deal with the acceptances (from you) of the settlement within 5 working days, then add the 28 days for LS on top.
Glad to hear you got it all sorted.
Elle says
Hi all
Does anyone else not think it’s absolutely bonkers that BEFORE we send to FOS these companies have an 8 week timeframe to deal with our complaint but once it goes to FOS and an adjudicator picks it up, the payday loan companies are not given any deadlines?
I asked my adjudicator how long QQ, satsuma and sunny will get to provide her with the information she has requested and she said she can’t put a timeframe on it??? So what if they decided to take 5 years? Or better still never respond to her? Surely there should be some time limits on this! They should be given a deadline to provide the information.
Sara (Debt Camel) says
FOS will look at a complaint if the lender doesn’t provide any information. But it’s much faster for FOS if they have the lenders case file so it’s better to wait for it in most cases. How long has it been in your case?
Elle says
Thanks Sara I’ve not been waiting long at all (a week) but I have no idea how long I can expect to wait and adjudicator couldn’t provide me with any timeframe either, I know I’m likely to wait a while, probably a few months at least but I just imagined they would have been given a deadline! I’ve actually been really really lucky in terms of adjudicator as they picked my compliant up within 2.5 months of me sending it to FOS so no complaints there!!
Chilli bean says
Took about 11 months with mine from submission to a result with the adjudicator.
Now just waiting on lending stream to actually pay out… Making every excuse they can to delay it.
KSC says
I completely agree Elle. My experience so far is that the FOS adjudicators are very lenient with the lenders in terms of timeframes. It’s not in the lenders interest to send the case files and get the complaint moving forward so of course they are going to take their sweet time responding to the adjudicator. It’s a very frustrating process and after months of not hearing anything only to then be told that “we are still waiting on the lender to send us the information we need to make a decision…” just makes me want to bang my head against a brick wall!
Sorry rant over :-)
Elle says
I totally agree with you there should be strict timeframes on this, in fact not even strict, ANY timeframe would be an improvement. I find it baffling that these can drift for months. They should make the decision based on our complaint if the lender isn’t responding, you watch how quick those lenders respond then. Currently where’s the consequence for them taking as long as they want to respond? There isn’t one! So why would they bother! It’s not right!
Sara (Debt Camel) says
The problem for FOS is that if they make a decision with no input from the lender, then the lender isn’t going to accept that decision. FOS does not have the resources to push all Sunny, Lending Stream, QQ, Satsuma, Provident cases through to an Ombudsman level decision fast, so they would then wait in a much longer queue fir a longer time.
I do understand everyone’s frustration. Personally I. Think FOS should start adding on extra compensation for poor complaint handling where deadlines have been missed by more than a couple of weeks.
Mike_p says
Yes it is very frustrating. If borrowers miss a payment by a single day then they are hit with extra interest and/or late payment fees, yet the likes of Lending Stream can ignore adjudicators for weeks with no consequence. An extra £100 FOS fee for every day of delay wouldn’t go amiss.
Ap says
How long has Piggybanks website not been allowing loan applications?
Do you think they’re in trouble?
Sara (Debt Camel) says
About the start of July. See https://www.thesun.co.uk/money/9427015/piggybank-banned-from-handing-out-payday-loans-amid-watchdog-crackdown/.
Sarah Harrison says
Hi Sarah im currently paying £1.00 a month after complaining to piggy bank. They disagreed with my complaint back in 2018. They said they set a payment plan up of £1.00 and they still take before the agreed date after complaining on numerous occasions. They without fail send a reminder through resolver saying when it will be taken. Ignoring my emails. Do you think its worth putting another affordability complaint into them thanks Sarah
Mike says
Hi,
Update on my claim with Sunny:
Sunny responded to the adjudicator decision after 7 weeks.
They did not agree with the adjudicator but made a good will gesture of writing off my £850 outstanding balance.
The odd thing is, the adjudicator recommended refunds on loans that would have amounted to around £450. This would have been used against the principle outstanding balance to leave me with a balance still to pay?
I have accepted the offer anyway as its much better than the adjudicator suggested.
Great win, Thanks everyone,
Mike
Sara (Debt Camel) says
Strange – but they all count!
Livia says
Hi! I just got an email from the adjudicator asking for my credit report but for some reason it doesn’t allow to download only print which will come to 53 pages so it would be a problem to do for me. Does anyone knows what can I do please? Thanks
Mike_p says
You can print to pdf which will save it all in a pdf file and then send that to them. In windows 10 there is a drop down box in the print options that says “MIcrosoft print to PDF or something”. If you don’t have that option you could download and install cutepdf.
Livia says
Thank you so much I will try it
Chris says
Has anyone received a payment from LS recently and well before the 28 days?
I’m currently on day 8, waiting for over £10,000. Just want the money in my bank so I can finally end my journey.
JA says
Quite rarely have I read that any ones got paid before the 28 days.
How long did lending stream take to respond to your adjudicator?
Regards
Mike_p says
Lending Stream are always deliberately difficult – it seems to be in the 21-28 day window that they pay out.
PAMELA MIRI says
On day 22 waiting on LS refund.Called them ( very polite ) & said I will have it by/on 28th day……
Has anyone had a payout in past few days from LS?
Linds says
Hi,
Has anyone had any luck with Satsuma?
My complaint has been picked up by the adjudicator today. I only took 2 loans out with them so not feeling very hopeful.
Thanks
Linds
Emily says
Hi Linds,
It took four months for Satsuma to respond to my adjudicator and after all that time they didn’t agree with my adjudicator who wanted to uphold loans 4-7! So now waiting for an ombudsman to pick this up. Satsuma aren’t very good at responding to deadlines. Hope this helps. Emily x
Linds says
Thanks Emily
I will just wait out thanks for the info.
Linds
Sharper says
Hi Linds,
I had three satsuma loans (£900,£2000 & £2000) and adjudicator sided in my favour on the last loan three weeks ago. Currently waiting for satsuma to respond.
Linds says
That’s good news hopefully they will respond to you soon!
I will keep my fingers crossed
Thanks
Linds
PAMELA MIRI says
I’m on day 18 of a 28 day wait for my LS refund.Wonder if there’s any point chasing them.Very frustrating at this point…
Jj says
I’m on day 15 of 28. I called them today and all they would say is it will be with me on or before 28 days. Very difficult to understand some of the accents of their call centre staff. A waste of time really, unless you’re in doubt as to when the 28 days is up.
Holly says
My adjudicator sent my reply wed or thurs this week and they haven’t sent me anything saying when it will be with me they’ve said they haven’t received my reply from fos I wonder if they are telling porkies
Mike_p says
They took about 6 days to acknowledge my acceptance. I’d contact them to confirm your bank details now so they have less reasons to delay.
Holly says
Thanks mike I have I done that ages ago lol
PAMELA MIRI says
Thanks,I might call them anyway 😀
Mike_p says
Don’t expect too much, I just got a customer support person who was pleasant enough, but they responded to everything by reading their fob off sxript. They are obviously trained to fob off customers and keep them away from anyone with any authority.
Lew says
What does it mean if my complaint was being looked at by a adjudicator, then they tell me it’s “ going to another department to get looked at now “
Doesn’t sound To good to me
Sara (Debt Camel) says
who is the lender? are the loans over 6 years old?
Lew says
No both loans are approx 3 years & 2 years old and it’s avant credit. They called me to say they were looking into it 2 weeks ago and should have a result in a few days. Complaint was submitted back in March. Really confused?
MIKE says
I would say hang on till they decide, how long has it been now
Lew says
I complained in March, it was picked up with the case file about 2 weeks ago. They’d said they would have a answer for me in a few days but it’s now been just over two weeks and they’ve said they need to get someone else to have a look at it in another department. Just all sounds a bit odd to me
Nicola says
Thanks for the amazing resources I wasn’t even aware I could complain but after seeing these pages I made the decision to claim back interest from QQ and asked to be removed as a guarantor for amigo loan.
Feeling slightly deflated by QQ. I had fifteen loans over a two period. There was no more than four months at most between some of these loans. Sometimes I had top ups and extensions. Had other loans and credit cards at the time and financially abusive relationship. QQ refused to give me any of the info I asked for. No loans upheld. Submitted to FOS today. Fingers crossed it’s a better outcome.
Surprisingly amigo have been receptive and awaiting a decision from them.
Good luck everyone
Dean says
I have case for final desicion with the ombusman(adjudicator decision rejected). No second offer and Waiting on final stage. Has anyone had this recently and how long was it in cur for final desicion before it was assessed. Getting close to 2 months now and really need the money.
MIKE says
Could be that one of them can’t decide and are passing it to a ombudsman to look? Don’t know hope you get good news
Sara (Debt Camel) says
I doubt it’s that they “can’t decide.” If an adjudicator is uncertain, they would talk through the case with their team leader or an Ombudsman.
Sometimes FOS decides to handle sone types of cases together. Sometimes responsibility for an area is switched between teams.
Sean T says
Hello, within the last week, I have resolved 5 low level complaints with various lenders and I have escalated 4 to FOS. I owe 247MONEYBOX £470 after I took out £400. (1took out 18 in 2 yrs). I complained and they rejected same outright. When they gave me their final response I offered to pay £35 per month whilst the matter is being investigated by the Ombudsman. However, I got a letter two days ago asking for the full payment within 28 days or they will send a notice of default to CRA. Is this normal when I am offering a payment and seeking a repayment plan? I cannot afford the full amount and £35 is my maximum. Any advice? Should I make the £35 payment or wait. I have complained again, yesterday about their treatment of me and their letter. All help welcomed. Ps, I took out about 100 loans with various payday loan companies within the last 2 years.
Sara (Debt Camel) says
They are legally entitled to add missed payamnets, payment arrangements or a defualt to your credit record. But any negative marks should be deleted if you win your case.
If you can afford the 35 without hardhsip, it’s easiest to carry on making it. If you are struggling, I suggest you offer a lower amount.
Andy says
Does everyone else just complain to 1 company at a time ? Because I’ve gone nuts and just sent a complaint to everyone with a 2 week period , does this matter or not ?
Sara (Debt Camel) says
Some people like to start with just a few. If you send 1 at a time you will sonn get very bored wiaitng for the 8 week response!
But doing the whole lot at once is pretty sensible I think! Do you still owe balanaces to any of them?
Andy says
There’s 7 payday loan and 2 guarantor loans I’ve complained too I owe balances on 3 of the payday loans and I owe on both garantor loans . Stupidly I went with a firm to look into getting a refund on 2 of the payday loans ( I owe money on both of them ) because I never heard you can get a refund until they rang me so I did it there and then. the others I have done myself after looking on your website , but all 3 that I owe money too are in a debt management plan.
Gaynor Mellor says
Hi can anyone please advise?
I had loans with both QuickQuid and Pounds2Pocket who are both part of the same company. The loans including interest and charges added up to around £20,000. I have received a combined offer from them of £5,300. I have gone back and asked them to provide me with a breakdown of which loans have been upheld for each company, rather than combined. They have also provided reasons why some of the loans were upheld but no reasons for the ones that have not, therefore I have asked them to provide me with that information so as I can make an informed decision as to whether to accept the offer or not.
Should I decide to send to the Financial Ombudsman and they decide to side with the lender, would I still get the original offer or do you lose it or maybe get less, based on the FOS decision? Any advice would be welcome!
Chris says
Difficult to advise on this without knowing more. How many loans did you have? Over how long? Was your borrowing repeated and frequent? How many have not been accepted by QQ/P2P? Basically, the FOS will take a totally independent look at your complaint and could come to any decision. At face value, your offer looks a good one but if your total borrowing was £5000, say, then it doesn’t look like a good one.
Gaynor Mellor says
Thanks, total loans were around £15,000 and with interest and charges £20,000 ranging from 2009 to 2014. They were repeated and frequent. They have upheld 7 of 22 loans in total. I am tempted to accept and not take any further but wanted to know whether this is the right thing to do?
K says
Gaynor,
Do you mind me asking when you submitted your claim. I am in a similar situation to yourself.
Thanks,
K
Gaynor Mellor says
Hi K,
I made my complaint on 29th July to both QQ and P2P through Resolver. So they have done it within the given 8 weeks.
K says
Gaynor,
Thanks for the reply. I haven’t had a decision yet but I didn’t use Resolver and put my compliant in a few weeks later than yours.
I paid £18,000 in interest alone with QQ and £12,000 with LS. Not quite sure what to expect.
Hope you get a good outcome.
Chris says
OK if you have paid £20000 in interest and charges then their offer is not a good one. If your £20000 includes the capital sum AND the interest then the offer looks better. Taking it to the FOS will probably mean a significant delay. It’s up to you – a bird in the hand? Or hold out for a better offer?
Sara (Debt Camel) says
As Chris says if you borrowed 15k and paid 20k in interest and charges – so a total repayment of 35k – then the offer is obviously not a good one. But it’s a decent dollop of cash and if your financial problem days are over you may decide you are happy to take it now with no hassle, delays or worries about whether QQ will go under while your case (a strong one!) is at the Financial Ombudsman. This is quite a personal; decision to make.
If you actually repaid c £20,000 then you paid about £5,000 in interest. In this case it sounds as though QQ may be refunding the larger loans? You would probably get more by going to FOS because of the extra 8% interest added on, but you normally don’t get all the loans refunded so you may not get a lot more by going to FOS.
Garri says
Just wanted to update my journey. After originally sending my complaint to the ombudsman in February of 2018, they wrote to QQ 2 months ago stating what they think I’m entitled to, QQ agreed and today I finally got an offer of £2,236 from QQ which is MUCH higher than I was expecting as I only had about 20 loans averaging about £100 each so I am extremely happy!!! It’s been a long drawn out process but glad it’s ended on a positive. I’m now gonna be debt free for the first time in my life!
KellyE says
That’s excellent news, well done!
I’ve been debt free for over a year from payday loans, I’ve only just begun my journey with “complaints”. Eight companies 60+ (combined) loans….apart from Wonga and Money Shop, I’m expecting the other 5 companies to make this a long journey. Swift Sterling will not pay as when I had loans with them they were not part of the UK FCA, therefore I’ll not complain to them.
Andy says
I think alot of information has been taken off my credit report since complaining to loan companies , will I not have a good case if it does go to the fos ?
Joseph says
Did you save a credit report from before you started? I had this probably and luckily had one from before I submitted my complaints
Andy says
No I didn’t I have one saved mate :( are bank statements not enough then thanks
Chris says
Sara will correct me if I’m wrong but I don’t think you should be too worried. Send your current credit file in and tell the FOS about the information which has been taken off. The FOS always give you plenty of opportunities to give them extra information.
Andy says
Thanks buddy 👍
Lew says
Good to see people seem to be having some success on here, however I seem to be having a nightmare!
Lending stream – 8 months in since complaint 6 months since with FOS – waiting to be looked at
Wonga – ????????????
Avant credit – been assigned to another adjudicator now after being told 3 weeks ago it should take a few days
Mr lender – lender disagreed and went to a ombudsman 3 months ago – still no answer
118 Money – still waiting to be assigned adjudicator – 5 months with FOS
Likely loans – apparently they can’t get any information something must be involved with liquidation
Payday UK – liquidation therefor can’t do anything but wait
Will update in due course however what a nightmare!
Danielle says
Why do you think likelyloans is going into liquidation?
Lew says
Because the FOS have said they cannot get information from them, I had a letter a while ago saying their unable to investigate at this time which gives me a slight reason to believe their about to go under. I may be wrong
Sara (Debt Camel) says
If they were about to go under a few months ago, the regulator would have stopped them giving new loans.
The Don says
Hi all,
I’ve recently got in touch with Step Change as I had over £18k worth of debt, mainly payday loans :-(
I know there’s quite a bit of interest with each provider and I’m wondering should I still pursue to claim interest back from the providers?
I know I wont see the money, but as least it’ll reduce the debt and the duration I have to pay it off.
Thank you in advance
Sara (Debt Camel) says
Reducing the amount you owe on debts in your DMP will really speed up your DMP. And also claim from any lenders you used before but no longer owe any money to. Any refunds on these will come back to you and you may be able to use them to get full & final settlements on debts in your DMP.
K nim says
Hi- can anyone help me.. I complained about loans I had with the money platform— ( only ones I had taken out after a certain date which I know I should receive a refund for the interest as they definitely shouldn’t have lent to me.. but because I still had a loan with them and they just offered to take the interest off that loan – I accepted that offer.. as I was desperate ( this was about a month ago) but they didn’t say anything in the email about referring my complaint to the ombudsman or about it being final decision/case closed.. can I go back and ask for it to be looked at again? As I definitely know if it was to go to the ombudsman I would get the interest back on the other loans— or am I too late? As I said okay to the first offer
Sara (Debt Camel) says
If their response didn’t mention you had the right to go to the ombudsman, then you may have a case.
Linds says
Anyone had any luck with Satsuma?
Adjudicator picked my complaint up on 6/9/19.
Thanks
Nic says
Hi 👋 yeah they responded two weeks late to my adjudicator but eventually agreed. I did have to chase them up for the settlement but they were very nice on the phone and everything was sorted by the 25th day
Linds says
Hi,
Thank you that’s a great help.
I will keep my fingers crossed!
Sara (Debt Camel) says
Lots of adjudicator decisions in favour of the customer, but satsuma drag things out as long as possible.
Linds says
Thanks Sara,
I have 2 loans with Satsuma and they are in my DMP so hopefully the result can reduce my DMP amount.
Fingers crossed
James says
Adjudicator gave satsuma until the 3/9 to respond & accept or not accept with their decision (which I accepted), on the 4/9 they still had not responded so the adjudicator has given them until the 17/9 to respond,
I call them every 3/4 days to just chat I owe them a small amount of money so I pester them about this too as I do not want pay them another penny (as they owe me quite a lot)
I will let you know how long it takes them to reply to mine
Linds says
Thanks James
John says
Hi all can anyone help please. I have wrote to several companies and had replies from all but two, do i take it to the ombudsmen after 8 weeks if i still haven’t had a reply of any kind from these last two? I responses I have have all stated I have 8 weeks but two companies haven’t got back yet.
Adam says
I’m just wondering is it normal to be waiting 11 months to even be appointed an adjudicator?
The loan is with Satsuma, it was sent to the FOS in October last year. Have had some response from FOS saying sorry about the long delay but that’s about it.
Thanks
Sara (Debt Camel) says
11 months is absurd. I suggest you start phoning them up every other week and asking about progress.
Joey says
Hi Guys
I recieved my refund e-mail today from Cash Euronet. I have provided my bank details, however, my bank is now an international bank (Australia) and my UK one has since closed. Has anyone had a refund into an international bank without any issues? Do you think it will have any effect?
Thanks
joey
Sara (Debt Camel) says
Cash Euronet may need to handle your refund separately, but that is their problem. There is no reason why a refund can’t be paid into a foreign account if you can provide proof that it is your bank account.
JA says
Hello , Quick question.
Has any one had problems with the adjudicator not replying or picking up phone calls? I received an email from lending stream stating they have replied to the adjudicator and want me to confirm my bank details etc but I have no received a response from my adjudicator? Surprised really how quickly lending stream have responded as there two weeks was up on the 11th but they have replied on the 5th..
Regards
James says
Hi JA,
I have received the same email but I have had asked the adjudicator to investigate another 2 loans, so although LS agreed with his findings I didn’t
I haven’t heard from him on either request but this is a small sum of money & my focus is on a couple of bigger lenders atm.
I do find calling the adjudicator & leaving a voicemail gets them to respond … id imagine they’re all ‘back logged’ with complaints
James
JA says
Hello James,
I’ve just been contacted by the FOS and they have said that lending stream have agreed with my adjudicator and have offered £1035 to be refunded. Strange thing is I’ve worked it out to be £2266. Ive now asked for a breakdown of the refund as it sounds to me like they’ve “miscalculated” which I think I have seen them do quite a lot on this blog.
Thanks for the advice.
Lew says
So I’ve called the FOS regarding avant credit, basically they reckon it came through to the wrong department and now we’re looking for someone else to pick it up and could be more months than weeks. The battle is never ending
Dale says
On day 10/14 with LS awaiting them to accept adjudicator decision. Has anyone ever had a decision before the 14 days? Additionally how long does the adjudicator take to inform you of LS decision?
Mike_p says
I didn’t see the actual response that Lending Stream sent, but I don’t think it took the adjudicator more than a day or two as they sent me Lending Streams offer a couple of days after telling me they were still waiting to here from them.
Lending Stream are probably the worst lender to deal with and they do everything they can do delay and frustrate the process. Expect the response to the adjudicator to take 4 weeks or longer, and any refund to be close to the 28 days allowed.
JA says
I luckily got my SAR through before the complaint went to FOS which gave me all my agreements that showed the charge for credit.
If i didn’t have these then I would have no chance in fighting the amount. My concern now is how long they will take to re calculate the redress and if it’s worth just going straight to an ombudsman.
JA says
Hello, I got a message from lending stream on day 10 that they have responded to the adjudicator. Unfortunately it seems like they have miscalculated my redress by over a grand.. shock Do they usually do this?
I would call your adjudicator or drop them an email and ask for a update.
Dale says
Seems as though this is a new tactic they have developed to both delay and try to get away with a lower payment. It stinks and I hope you get all you rightfully should. I’m hoping I get an offer by the end of the week. I’ve calculated I should get 2,400. But I have decided anything above 2,000 I will accept, just to settle this nightmare as quickly and as pain free as possible.
JA says
Yeah it is defo a tactic they are trying hoping people dont understand the redress and how much they should really get.
I urge everyone to make sure there lending stream redress is correct , if they are unsure people on here are more than helpful.
I have messaged my adjudicator listing the 7 loans with just the interest and it adds up to more than they offered which is hilarious, They have just pulled a random number from thin air haha
Hopefully they don’t mess you about.
Regards
Mike_p says
The loan summaries of my Lending Stream loans had mysteriously disappeared when I went to check them – there was a link to them but pressing it did nothing. I did manage to find a list of payments I’d made for each loan in my account, so I had to piece those all together to work out how much interest I’d paid. In my case they did seem to have calculated correctly.
Dale says
I have had an email this morning from lending stream confirming they have replied to adjudicator. Just awaiting his response now. I should get 2,400 by my calculations. Anything over 2k I will accept. Fingers crossed.
Ali says
Just an update on Satsuma and my credit file- a really helpful lady at satsuma went through my final acceptance again and agreed they had made a mistake in the agreement numbers, the redress was correct as thought but they had written a different agreement number (an apparent rejected loan I was not aware of) instead of the actual loan with negative info to be deleted from my credit file, so check your agreement numbers in your final descions, i had not noticed at first as it was a paid of loan in my ‘closed accounts’ section of my credit file, I just counted the loan numbers and thought all was well, the negative (late payments) info will now be deleted yey :-)
CC says
Quick question.
I was offered a settlement amount by KPMG on behalf of WDA. However I had to submit my claim by 31/08. I didn’t receive a single letter or phone call to notify me of this deadline. Instead they sent a single email to me at the beginning of August to my old email address that I used to use at the time that I had a loan with WDA. Because of this I missed the deadline but submitted my claim on 05/09. They are now saying they are “unlikely” to accept my claim.
Does anyone else have any experience with this? What are my rights (if any)? Is there anything I can say or do to force them to take my claim onboard?
Any help would be greatly appreciated!
C
Sara (Debt Camel) says
How did you find out you had a claim?
CC says
They sent me a single email at the beginning of August telling me I had a claim and they noted a value of it. They asked me to officially submit it by completing a survey by 31/08. That is the part that I missed as they didn’t make any other attempt to contact me.
Sara (Debt Camel) says
So the email at the beginning of August said you had a claim and how to make it, but you didn’t read it correctly and so missed the deadline?
CC says
When I read it, I read it correctly but I just read it too late because it was sent to an old email address.
Deb says
Just a quick question , I have put a complaint to QQ about 20 loans through 2012 to 2013. Has anyone had any success at getting redress on loans this old.
Many thanks for any help
Sara (Debt Camel) says
Yes lots of people have, but most complaints have to go to the Ombudsman.
Deb says
Thank you Sarah
Li says
UPDATE! SUNNY ELEVATE
So Adjudicator sent decision on the 1st Aug, gave until 15th Aug for sunny to respond.
Finally got a a reply today!!
Surprise Surprise they don’t agree with adjudicators recommendations however will uphold loans 8-23 adjudicator recommended 3-23. Loans 3-8 have the most interest.
I have rejected and asked for the Ombudsman to look at.
I am at least £2k short so not happy to accept.
Thanks
Li
Lew says
Good shout and well done
I am about to hear the reply of LS however I’m hoping they don’t refuse and pay out within 28 days as I’m worried they may go bust with the amount of complaints that are going in against them. Same for all lenders really
JA says
Make sure you get them to breakdown your redress as they seem to be making up figures atm.
I’m waiting for a recalculation as they originally offered £1035 interest which wasn’t even close to just the interest of the 7 loans I am getting refunded let alone the 8% yearly statutory!
Mike_p says
It must be taking it’s toll on them. The FOS charges about £500 for each complaint, so you only need 2,000 complaints and they have a bill of £1 million even before they’ve paid out any redress.
Chris says
I am on day 13 of 28 waiting for just under £11k from LS. Been reading reviews on trustpilot and it doesn’t look good, a lot of people still waiting for payment after the 28 days.
Even after chasing LS are doing nothing, 🤞 they don’t go bust before everyone has been paid
Lew says
That’s my worry I’m keen to accept a offer sooner than later a I think their going to go bust
Joe says
Hi even though my claim was in doubt as the Cash converters franchise was in administration, I received my cheque from the liquidators yesterday for the full amount that the FOS calculated I was owed. £5608. Cannot thank you enough for your advice Sara.
Sara (Debt Camel) says
Very good news!
ClaireR says
I had a poor offer from Sunny, only offering redress on loans 14-27.
The adjudicator went back to them after further investigation and asked them to refund from
loans 2-27. Sunny were given until the 27th August to respond.
I have chased my adjudicator up today (they were on leave) and they have told
me that Sunny had not respnded and were given another date of 13th September to reply.
I have also chased Sunny up this morning, and left them a bad Trust Pilot review.
Looks like this could be going to Ombudsman for final decision which is frustrating as this refund
will make me debt free.
C says
I’m in the same boat.
My “deadline” (if that’s what you can call it) was 5th September. My adjudicator tells me they have not heard back and that as soon as they do they will advise me.
Im really hoping to get this resolved ASAP as I too will be debt free.
I’m not if there is a way I can chase myself? I have the contact name of the compliance officer at sunny but no email ….
ClaireR says
I emailed the help@sunny and also the customerrelations@sunny email addresses this morning, will let you know if they respond.
david says
Has anyone had any luck with safety net credit? My complaint has been with FOS for over 9 months and SNC have not yet even sent them my file yet despite numerous requests.
JA says
Out of interest, Does any one know the procedure if a company goes bust if you have an upheld complaint with the FOS?
Sara (Debt Camel) says
“Goes bust” it does depend how a company goes under… sorry there are several different options. In general I would say that a final decision from an Ombudsman means you are an unsecured creditor for that amount.
hk says
Hi, with regards to a claim against QuickQuid that is ongoing with the FOS, can I ask if it would it be worthwhile or irrelevant to let them know that Speedy Cash, WageDay Advance, Wonga (and most likely The Money Shop as well) have all found in my favour (albeit still awaiting any actual payout) ?
Thank you Sara & All.
Hk x
Sara (Debt Camel) says
No, that won’t help a complaint about a different lender.
hk says
Thanks Sara x
Andy says
Are people winning complaints just on like regular loans or was it because it was alot of your income ? Because I could afford the loans if I didn’t gamble my life away but I did have 9 loans at a time taking them out paying one of gambling ect
JA says
Yes you still have a chance to win the case. They should of done more to realise that they were lending you money to gamble
Mike_p says
In my case the adjudicator said the pattern of lending alone was enough to show they shouldn’t have lent:
“By loan 7, Mr X’s overall pattern of borrowing suggested they had become persistently reliant on short-term loans. Mr X had taken 7 loans in 7 months and the amounts they were borrowing increased over this period and for the rest of the borrowing relationship with you. In my view, the pattern of lending itself shows that the loans from here were unsustainable – so I don’t think you should have given Mr X any of loans 7 onwards. “
Andy says
That’s great help thank you guys and congrats on your case 👍
Fayz says
Hi,
I made an irresponsible lending complaint and received the following response, is it really too late to make complaint? I was only made aware few months ago about irresponsible lending. Please advise.
Re: Agreement Numbers 1104670904, 1102955343, 1102625230
I write with reference to your complaint received on 10 July 2019. I am sorry that you have had cause to complain to us here at Everyday Loans.
As I understand it, your concerns are as follows:
1. That you were mis-sold the above loans, as they were not affordable for you.
I have considered the information and can confirm that, unfortunately, I will not be reviewing and responding to the points you have raised on this occasion. I say this because we follow the time-scales for making a complaint prescribed by the Financial Ombudsman Service.
The Ombudsman might not be able to consider a complaint if:
• what you are complaining about happened more than six years ago, and
• you are complaining more than three years after you realised (or should have realised) that there was a problem.
You are complaining about the loans taken on 10 July 2010, 10 January 2011 and 20 March 2013. This is more than six years ago.
I must also consider when you should have realised that there was a problem. You missed a payment in March 2011 and your account remained in arrears until June 2011.
Therefore, it does appear to me that you have been aware of potential affordability issues on the loan for more than three years.
Sara (Debt Camel) says
Send it to the Ombudsman. It’s the Ombudsman’s decision whether a complaint is within their time limits, not a lenders. They are routinely looking at older loans for payday loans and Provident. No reason why they shouldn’t take the same approach for these large bad credit loans.
Fayz says
Thanks, I am in the process of sending it to the Ombudsmen, I am waiting for the lender to send me the SAR request I made at the same time 10th July via Resolver, they replied back yesterday after I aaked for an update saying that they already sent it, but to date I have not received anything.
Sara (Debt Camel) says
I would send the Ombudsman complaint in now and add any further bits from the SAR later.
J says
Hi Sara,
Is there anywhere on the site which gives guidance on complaining to the FOS?
Thanks!
J
Darren says
So today after over a year I’ve finally heard of the adjucator final decision on 19 loans I got from lending stream from 2011 to 2013. Lending stream final response was to refund 2 loans which I rejected then I sent to fos then they suddenly offered me 1000 which I rejected and let fos deal with. A year passed I was getting nervous thinking I should have accepted then today my adjucator emailed to say they have ruled in my favour with 17 out of the 19 loans. Lending stream have 2 weeks to reply. The thing I dread now I’d them going bust and getting nothing. Fingers crossed they accept and I can move on.
JA says
Has it taken your case this long to be picked up?
Darren says
Yup it was because i had loans over 6 years old though
JA says
I must of got extremely lucky as I got an adjudicator in august and sent to FOS in july.
Loans from 2012 also.
They have offered a redress that doesn’t equal the loans the adjudicator as said they must refund so I’d suggest looking at your agreements for each loan if you have them to make sure they are giving you the correct amount.
Good luck
Sasha paton says
Hi Quickquids fos team asked for my bank details yesterday morning as they have now agreed with the ombudsman decision and have agreed a refund of £856. I just wondered if anybody knows how long the payout time from this moment usually is? Thanks
GM says
They will take two weeks to pay once they get your bank details. Before, they used to pay very quickly, but now that they started to accept more adjudicators decisions, their pay runs increased massively, so its taking longer to process. this is what one person at QQ’s FOS team told me last week.
J says
Hi!
SafetyNet Credit have just replied 6 weeks after I made a complaint to them – they have agreed to wipe off my debt of £900 and agreed a goodwill gesture payment of £150 – Really pleased with the outcome!!
Dale says
Just spoken to my adjudicator on the phone and he had said lending stream have agreed with his findings… shock! He said he will send their offer over within the hour. It is £2050. I had calculated it should be £2400 but for what it’s worth and the wait I have in store. I set myself a bottom line of £2000 and anything above that I will accept. I’m now going to accept and start my final 28 day wait. Fingers crossed this lender holds out for a month and I get my money, good luck to all dealing with these parasites. Does anyone have the phone number to call LS to confirm bank details, I want to box this off as quickly and as efficiently as possible.
Dale says
Brief update. £1700 was their offer, they provided a brief breakdown and I had miscalculated they were right. I have accepted and now it’s day 1/28.
Louise says
Hi can you still put in complaints to payday loan companies.?..Thought there was a deadline at the end of August but not sure..
Dale says
That’s PPI. Affordability complaints across payday loans and any form of lending is still open season. Use the very helpful templates on this website and good luck!
Louise says
Thankyou..
Julie says
I just wanted to say a massive ‘thank you’ as had I not found this site I would still be dying under the burden of payday loans. While Pounds to Pocket and Satsuma rejected my complaints (I had a total of 19 loans accross 2018), PiggyBank has today agreed to refund me interest of £300. It simply couldn’t have come at a better time as I’m about to move house and the stress of finding a rental property with a negative credit record has me living with an off-the-charts stress level – this extra amount will really help. My greatest number of loans was with Lending Stream (11 over 9 months) and they’re rejected the complaint but I’ve referred it on to the Ombudsman and I’m hopeful I may come now come out the other side of this. Your site is an incredible public service and my sincere thanks for the assistance provided.
Mike_p says
Be patient with Lending Stream, they make the process as difficult as they possibly can but people have been getting refunds from them. I had 16 loans over 16 months with them and they rejected my initial complaint. I took it to the FOS and they said that Lending Stream should refund interest on loans 5-16, Lending Stream agreed and I got a nice £1400 from them.
You have to wonder how they ever thought letting someone have 6 loans at the same time was acceptable.
Sara (Debt Camel) says
I hope your move goes smoothly!
(and that you have sent the Satsuma & Pounds To pocket complaints to the ombudsman!)
Deb says
OH MY GOSH , I have managed to get my contracts for all loans with QQ , I’ve been looking at them tonight and in the APR box for my first loan in 2012 the percentage 18,805.21%…..I guess this was just a made up figure ?? Looking through the 20 loans they all differ but this was the higest
Holly says
I am having murders with lending stream fos apparently went over my acceptance with conf of bank details last Thursday , and lending stream are still saying they haven’t received the acceptance . grrrrr
Dale says
Oh no this doesn’t fill me with joy. I sent my acceptance to my adjudicator yesterday and followed up first thing this morning. If I haven’t heard by the end of the day I will call him to confirm he has sent this off then follow up immediately to lending stream. They are by far the worst lender I have dealt with in this entire process and that’s including myjar which is saying something.
Nick says
I called them up to check they’d received my email as I hadn’t heard anything back. Initially the woman said they were awaiting confirmation of bank details but when I said I had emailed, she was able to see it and read it out to me. They’ve probably got your confirmation and are just pleading ignorant for the sake of delaying you
Holly says
I totally agree I honestly can’t tell who is not being truthful lending stream are adamant and pleasant on the phone with saying they haven’t received it and looking it to it more whilst on the phone I just don’t get it . I have emailed over the adjudicator the email from ls today and will follow up with both by the end of the day
Dale says
Did u get anywhere with this. I’m having the exact same happen to me now