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?
A a Ron says
Sunny agree to refund me the loans I complained about and they say it takes 28 days to refund!
Does anyone know if they usually take that long or is there a way to quicken up this process?
Michelle says
Hi Ron that’s great news! Did you go through the fos? Or did they offer before? How long did it take you? I have just put in a complaint
A a Ron says
Yes went through FOS started complaint at end of April. Got a response offering loans 10-16 whereas adjudicator said they should refund 3-16 that was after week 5 of adjudicator sending his findings. I said I would be happy to accept loans 6-16 as a compromise (loans 3-6 were small amounts) and they accepted
Gill says
Good news today. QQ rejected adjudicator’s decision a few weeks ago and made a lower counter offer of £800 which excluded a big flex credit loan. I swithered for a while because of bird in the hand and all that. Told adjudicator I didn’t accept and she confirmed I was in the queue for the Ombudsman. Email from FOS today saying QQ now accepted the decision and I’ll get redress of just under £3,400. So glad I didn’t just accept. Had a read of other posts so I will contact QQ tomorrow.
Thanks so much Sara and everyone else.
Andy says
Have sunny been awkward with anyone else , they sent me my access request but then a couple days later they emailed me saying they can’t find my account ? Then I sent them my details like address ect and then come back saying they still couldn’t find my account , so I sent them my access request back because I don’t know what else I could send them as I give them all my details then they found my account 🙃
Sara (Debt Camel) says
unbelievable
Anon says
I had a similar thing, they said they had no record of me on their system even though i have outstanding balance of over £600!
JD says
Hi
Can I just ask how the FOS prioritise cases? Most of mine were sent in July 2018 (last year), one was resolved finally a couple of weeks ago. I’ve heard some people saying they sent their complaints a few months ago and already having them sorted. We’re talking about the same lenders too. Plus none of mine were over 6 years old.
Thanks,
JD
JD says
Sorry, just to tack something else on. I’ve heard people started getting emails from Wonga stating what their findings were and the value of redress before being calculated against their pot. This started in August but i haven’t heard anything. I rang a while ago and they said my case had progressed forward and i should hear soon… been almost 3 weeks and no email.
Chris says
Not sure any of us know how they prioritise cases. The bottom line is that each case is different. To expect a reasonably lengthy process is wise – mine range from 3 months to 18 months. I have not had a refund yet – although I have had one ruling in my favour.
Sara (Debt Camel) says
which lenders are they & have any of them been picked up by an adjudicator?
Holly says
So I’ve literally rang the adjudicator and emailed and left voice mails every few days and emailed lending stream myself and they emailed me back today saying they still haven’t had her rely from last Thursday ! So I forwarded the email over to her and she called them today and they said they have all of a sudden received it and they are processing the refund . To be honest I have been a bit of a pest but I had to !
Dale says
Hi holly I am suffering the same fate. Lending stream are now playing this new game of we haven’t received it. I’ve been ringing both them and my adjudicator. My adjudicator is now resending today and following this up with a phone call to confirm receipt then will notify me today he said. It’s disgusting tactics and for all those reading this you may have to apply the same rationale.
Holly says
That’s what we had to do ! Good luck hope it Dosent take to long for you
Gill says
Hi
Could someone give me the telephone number for QQ/casheuronet FOS team so I can give them my bank details to speed things up. I know it’s been posted before but apologies couldn’t find it in a search
Thanks!
GM says
Try this one: Phone for FOS related inquiries: +44 (0)20 3859 2760
sometimes it plays a message that the inbox is full, but keep trying util some one answers. they are taking up to two weeks to make payments now
Joseph says
Hi Gill, it’s 02038592760 – Good luck!
Hazza the jazza says
I was thinking about putting a claim in with sunny, they let you have 4 loans at a time, and for the last few years, I’ve taken one after the other, with no break, never really getting rejected, loans for £800 £900 £1000, all the time.
I’ve still got 3 loans now, should I pay them off before making a claim.
Sara (Debt Camel) says
No, put in a claim right now.
Can you afford to make the payments to them without borrowing more money or getting behind with bills?
Nick.A says
Hi All,
I’ve found this post very interesting having read a lot online (Money saving expert especially) about payday loans and refunds. I’ve currently got 3 paydays outstanding (Ferratum, Mr Lender & Satsuma) and have had around 30 different loans across 10 or so payday companies starting May-18. I’ve gone through Resolver on all and am waiting responses.
I’ve logged them all through “Irresponsible Lending” with a template email that i’ve amended with account details, amounts & dates, not 100% sure this is correct though!?
I did have a response from P2P/OnStride, asking for bank statements & wage slips. After reading up, i’ve rejected sending them this info as i’ve provided quite alot of detail already and don’t feel hugely comfortable doing so… Again, not 100% this is correct either?!
My last point/question is.. I have a Guarantor Loan which i’ve paid on time for 8 months now, it has another 12 on it. Is this something that can be looked at in terms of writing off? I don’t want to impact my guarantors credit file but ideally want the loan gone as the interest is fairly hefty!
Appreciate all the reading material :)
Nick
Sara (Debt Camel) says
Well your could send onstride your bank statements – payslips is pontless. I’m not convinced they read them though.
Guarantor loans – who is the lender? 20 months sounds like an unusual term? there is a separate template letter for these here : https://debtcamel.co.uk/how-to-complain-guarantor-loan/. I suggest you use that and not resolver’s which doesn’t cover some of the points. You have to keep paying it while the complaint goes through if you don’t want your guarantor to be affected.
Nick.A says
Hi Sara – Thanks for responding. The company is “Guarantor my loan”. It’s actually an 18 month contract i’ve got with them
Sara (Debt Camel) says
Ok, well the page I linked to looks at making an affordability complaint when you are the borrower of a guarantor loan. Don’t be off put if the lender (who is tiny) rejects your complaint, send it to the Ombudsman. If you win a complaint the interest is removed so you only repay what you borrowed.
Claire says
I had 17 loans over a 5 month time frame from safetynet credit. From what i can see from the loan statement they have sent me although it is very confusing is that i borrowed £2970, i have made payments of £3164 up to now. The interest added over the time is £593. I have a remaining balance of £415 which in their final response saying that my complaint is partially valid they have offered to write off and mark my credit record as partially settled. the debt is part of my dmp. Is this a fair offer?
Gary Robertson says
Hi all,
looking for advice, got myself into a bit of a hole and to cut a long story short, I have ended up with 12 payday loans, having to take one out to cover another without resorting to falling behind with any rent/bills, these are all recent from April 2019 onwards, can I claim against these as they are with 8 different companies
Sara (Debt Camel) says
That is a bit of a hole, and you know the customary advice – stop digging!
Yes you can make affordability complaints, they are harder when you have only had a single loan but in your situation you may as well. After all the more recent loans have obviously ignored the mass of payday loans already on your credit record. Even if you only win a couple, it will be a help.
But the key thing is to cancel the CPAs to the lenders and ask for payment arrangements for all of your current payday loans. And other debts you have such as credit cards. This gets you into a safe place where you only pay what you can afford each month and don’t have to borrow any more.
Otherwise you will still be doing this in a years time, the lenders will be richer and you will be in even more of a mess.
With several lenders it is often easier to go through StepChange, see https://debtcamel.co.uk/help-payday-loan/, than talk to the lenders yourself.
Mike_p says
Who are they with? MyJar and SwiftSterling both agreed to freeze my loans while they investigated.
Gary Robertson says
Sunny, Satsuma, Lending Stream, SafetyNet Credit, Loans 2 Go, Peachy, Uncle Buck and Onstride
Sara (Debt Camel) says
ah Loans 2 Go – that is a loan I have called “the worst loan in Britain’. See https://debtcamel.co.uk/worst-loan-in-britain/. You may well win this case even if all the others are tricky!
Sara (Debt Camel) says
StepChange can also talk to you about whether you have any better debt options than a debt management plan (which is th term for a series of payment arrangements set up by a debt adviser.)
Gary Robertson says
I have around £3000 outstanding between them all, now a family member has offered to help me but can only give me £2000, can I ring around and try and get a settlement figure with them all ?
Sara (Debt Camel) says
No, lenders aren’t likely to accept a settlement until you have defaulted on your loans.
Gary Robertson says
Ok, think I will just pay off what I can with the £2000 I have, will put me in a better position anyway without having to go DMP way
Sara (Debt Camel) says
do you have other debts as well? Because payday lenders can’t carry on adding interest if you ask for a payment arrangement as they soon hit the “payday loan interest cap” – it isn’t legal to charge more in interest than you borrowed. So it may be better to settle other expensive debts and get payment arrangments on the payday loans.
Adam says
Any idea on what its like dealing with sunny, in regards to how long they take to reply to adjudicator decision?
Ali says
4 weeks and they offered a lot less loans to be refunded than the adjudicator suggested so I am now a month into an ombudsman que. Not the best ones to deal with unfortunately!
Simon says
Sunny have been the worst so far for me. Trying to use any excuse to get out of the claim. Had tried to say that I had already claimed 2 years ago which I hadn’t. Delaying at any time possible as well. AWFUL!
H says
Have just heard back from Mr Lender, they offered me a £25 voucher as a gesture of goodwill (I declined)
they also stated that my credit rating was 570 at the time of taking out the loans (its never been that high)
Has anybody else had a dealings with Mr Lender?
Sara (Debt Camel) says
Can you say how many loans you had from Mr Lender? were there any big gaps between them? how large were the loans?
H.Burnett says
5 loans, no gaps, loans around £600 a time.
Sara (Debt Camel) says
Ok with 5 loans, not small, you may well get a refund on the last one or two. from FOS.
Mr Lender will listen to offers so you could go back and say you will be happy to settle for a refund on just the last two loans otherwise the you will send the case to the Ombudsman.
Lew says
Mr lender refused the adjudicators view of loans 5-7 as irresponsible for me. However now I’ve sent the ombudsman my bank statements ( they didn’t have them before this ) it will hopefully rule them all!
Claire says
If i go to the FOS after receiving final offer from the lender which is to write off remaining debt but no refund will this then stop me being able to accept this offer once the FOS have looked into it?
Sara (Debt Camel) says
In practice no one ever gets less from going to the FOS than the original offer from the lender.
Gill says
Not always. To share my experience of this, I got a paltry offer of approx £50 from Lending stream, for 1 of 3 loans. This particular loan was the second loan that I paid off quickly. The other 2 incurred hundreds of pounds of interest. Surprisingly they found the middle one unaffordable!? Anyway, complained to FOS, adjudicator did not find any of them unaffordable.( I’ve found it’s difficult with just a low number of loans, but have had a good outcome with QQ because there were more.) After that disappointment I went back LS and they honoured their original offer. I appreciate that this is an unusual case but thought it worth mentioning.
Kerry says
Hi I was wondering if you could help me. I had payday loans with TXT loan which I have made a complaint about to MYJAR. They were around 2011. They emailed back asking for bank reference numbers so they could locate my account so I forwarded this on to them. They all started with the same few digits which I am presuming was my account number. They have just emailed back to say that they are unable to uphold the complaint as they can’t find my account.
Is it worth sending this to FOS as you can see them on my bank statements?
Sara (Debt Camel) says
Yes it is.
Kerry says
Thank you. Could you please help me with something else. I have been unable to find any details on some of my lenders, this is how they come up on my bank statements –
Adlington House loan extra
Panacea finance
TS3 services Ltd via sms
Loans direct 2 u
Tower capital
Unfortunately my biggest lender was minicredit who I believe has gone into asministration so I am unable to open put a complaint in.
Thank you
Sara (Debt Camel) says
Tower capital was closed by the regulator many years ago. None of the rest ring a bell with me.
Kerry says
Thank you. Sorry I have one last question, I changed banks a few times. I have been able to obtain bank statements from Lloyd’s & Halifax but not Barclays. They say they will only go back 6 years and the majority of my loans were more like 8 years ago. Is there anything I can do about this?
Sara (Debt Camel) says
Sometimes people have more luck by going into a branch and asking. Or putting in a complaint. Or making a Subject Access Request – if yiu google the bank plus privacy you normally get to the page that tells you how to do this.
Andy says
I have had 8 years of bank statements printed of by Nationwide I just went in branch and they said they will get head office to post as it would be too much to do there and then and alot of paper they came 5 working days later but have to be signed for good luck.
JJ says
Thank you so so much to this marvellous site. I feel quite emotional at receiving a refund of over £4,000 from Lending Stream today. A life changing sum. I first submitted my complaint last October, it went to the FOS in January and the adjudicator was very efficient after picking up the matter in June. The refund has come 21 days into the 28 day timeframe.
For those still waiting, don’t give up.
For those who have provided help and advice, thank you so, so very much.
Simon says
Well done! waiting for my £2000 payment from them!
Caroline says
That’s brilliant news – I got £2.2k back from Lending Stream a few months ago – I cried when I read the offer!
The Lending Stream offer came quite quickly, maybe 8 months from start to finish, applied for Sunny at the same time and still waiting….
Nick says
That’s amazing can I ask how many loans did you have with them and what was your max balance mine is currently with FOS I had 132 loans with lendingstrem thanks
A says
Is it possible to make a complaint against trusted quid?
Sara (Debt Camel) says
talk to the Financial ombudsman – I don’t know the current situation.
Chris says
Just received my redress from LS on day 14, £10,881 received! At last my journey is over, cannot thank you all for everything, especially you Sara.
Please keep fighting everyone and never give up!
MM says
Sara, I’ve been waiting since January 2019 to be allocated an adjudicator for a complaint against Sunny, is that normal to wait nearly 9 months? (I put the complaint in at the end of last year, FOS wrote asking for future information on 10 January, which I provided). I know they are busy but it does seem weird that some cases can be allocated straight away and resolved and others just left.
Sara (Debt Camel) says
start calling them every month.
JD says
I’ve been waiting since August 2018 to have an adjudicator assigned after Sunny rejected my complaint in July 2018 As it looks now.. even if you do get an adjudicator soon expect to wait way longer for them to reply to an adjudicators findings and even longer if you find their offer unreasonable.
Caroline says
I’ve found Sunny to be incredibly slow. I applied for Sunny & Lending Stream at the same time, around September 2018…Lending Stream made me final offer after going to the FO in May this year for £2.2k, but for Sunny I’ve only just had my first offer (£150 which I’ve rejected) and am now going to the FO.
Sara (Debt Camel) says
shame you didn’t send the Sunny case to the Ombudsman after 8 weeks!
GM says
Anyone having problems with QQ paying you?
Two weeks ago QQ asked me to confirm my bank details and I emailed them back with my new ones. I also called the customer services and they said their system is preventing them from updating my bank details. They asked all sorts of questions, like exact name, if it’s the only bank account, if it’s a savings account etc, but now I got another email from their FOS team saying they are too struggling to update my bank details… I mean, what the hell??? I sent a s**** email back to them expressing my frustration with this whole saga.
Lydia says
Thank you very much I will do that
Lydia says
Hi guys! Quickquid made a very poor offer to my complaint and I decided to send to the Ombudsman, my problem is the loans were taken in 2012 and 2013 and my bank account (Barclays) was closed in the same year. I asked for bank statements but they told me it’s over 6 years and they don’t have it in the system anymore. Will the adjudicator still look a my case without bank statements? Thank you
Sara (Debt Camel) says
Yes FOS will, but it is easier and you may get more of the earlier loans refunded if you can get the bank statements. Try going into a branch. Try sending Emailing DPO@barclays.com and say you want to make a Subject access request for copies of your bank statements between the relevantly dates saying you want them for a financial Ombudsman case against a payday lender.
Lydia says
Thank you very much
Susan says
I didn’t have bank statements as account was closed. Originally complained about 2 years ago then was stuck in the queue for the over 6 years decision. Last week the ombudsman upheld my claim and I’ve went from owing QQ £1400 to them owing me £750. Have sent my bank details to them this week for the refund so will now wait to see how long it takes to appear in my account
C says
Sunny update!
My adjudicator have sunny until 5th September to respond to their decision, I got the adjudicator to chase this week as they hadn’t come back. Yesterday sunny came back but hadn’t agreed with the adjudicator but have made an offer. It’s a little less than what I was expecting and so I have asked the adjudicator to go back and ask what the difference is between what he recommended and what they have offered.
I’m wondering if people have had success in trying to negotiate at this stage as I don’t want to go to the ombudsman…..
C
Sara (Debt Camel) says
Have Sunny offered a calculated amount? Or just a number of loans?
C says
So my adjudicator said loads from October 14 but they have said from March 15 (this works out at 13 drawdowns from the credit limit and 1 loan) ….
I don’t really want to wait for ombudsman but want to be able to negotiate… wondering if it will work?
A a ron says
I negotiated 4 additional loans with sunny to be refunded and they accepted. they seem to be quicker in replying to a compromise so it’s worth a go.
si says
Any feedback on how long adjudicators take to reach decision , mine emailed me two weeks ago to say they were looking at it and had received all paperwork required. I was hopeful it was a two week turn around
JA says
Best thing to do is call them for an update. If you can’t get through to your adjudicator you can usually speak to someone who will pick up your case file and give you an update.
Hope this helps
Mike_p says
Mine have been 4-6 weeks from initial contact to receiving a decision from them.
kelly says
5 weeks for mine
Deb says
Hi
I’m after abit of advice. Lending Stream emailed me over my loan agreements and all paperwork regarding my loans with them. The total borrowing was £830 over 3 loans. I defaulted after just 4 months of payments and was then taken to court by TMSL and got a ccj. Over the time of paying this lending back I have paid £2109.83. I would love a redress from these loans but with it only being 3 I don’t know whether I’d be lucky enough BUT the one thing I want more than anything is the CCJ set aside , do I stand any chance with it only being 3 loans ? I did have loans from QQ , PDE at the same time.
si says
thanks I guess I was being very optimistic
Kelly says
Just had a response from the adjudicator upholding all 10 loans apart from the first loan from QQ and Pounds to pocket (CashEuroNet). All loans are over 6 years old and they have until the 27th Sept to respond. Really pleased with the outcome, although I’m not sure what the refund amount will be, I estimate approx £6k. I just hope they accept but how likely that is I’m not sure. First complained in June 2018 and picked up by an adjudicator 5 weeks ago.
Craig says
I got good news a couple of weeks back when the FOS Adjudicator upheld my complaint against 3 out of 5 loans with Quick Quid (all of which were rolled over multiple times and amount to more like 20 loans). Quick Quid had until yesterday (13th Sept) to respond. Unsurprisingly, I’ve heard nothing. I’ll wait and see if the adjudicator gets back to me on Monday, in case QQ sent them something last thing Friday, but think I’ll be in for another long wait (it’s been over a year so far since I first complained)
Terry says
Just had my redress paid by Lending Stream on day 14/28. The whole process with them has been fast, quicker than all my other claims anyway. A huge part it what adjudicator you have. With LS, mine was chasing them up the morning after the 2 week period expired from the adjudicators findings, he was great the entire way though, with regular updates and swift responses.
My Sunny complaint has been 7 days over the 14 for them to respond to the adjudicators findings, and my adjudicator doesn’t reply to any emails from me regarding status. Similar experience at the moment with the one assigned to my MyJar case.
Ferratum and SafetyNetCredit waiting in the wings as well. Currently on £6900 redress claimed. What a lifesaver this has been.
Matt says
Great news! I’m on day 15 so hoping mine arrives soonish! I called them yesterday and the call operator did say the accounts team have approved the amount it its just waiting to be transferred but he did say there is still no guarantee it will be before day 28. Fingers crossed!
Diddy says
So my Peachy complaint has been picked up by an adjudicator and am waiting response, pretty good I suppose considering I filed it nearly 2 months ago.
However, peachy have now said that if they havent heard by the end of the month from FSO, then they are sending it to a debt collector. I have made several small payments whilst waiting to hear but they are sending it anyway. Phoned FSO and told them the situation. Was supposed to get a call back but heard nothing and have since phoned 3-4 times and still getting nowhere.
Am gutted as this will obviously ruin my bad credit file even further but wondered what happens in this situation. Can anyone advise what happens regarding debt collectors and FSO?
Thanks
Sara (Debt Camel) says
if you win the complaint, all negative marks will be deleted from your credit record.
Lorraine says
Hi – I sent a complaint to the FOS about 6 weeks ago. Do they acknowledge they’ve received your complaint when you first send it?
Thanks
Iain123 says
Yes, they acknowledge the complaint and assign an eight digit reference, which looks like 1234-1234, use this reference in the subject line for all communication. The email address will be ShortTermLending@financial-ombudsman.org.uk
Sara (Debt Camel) says
Hi Lorraine, I am surprised you haven’t had an acknowledgement. I suggets you phone them up on 0800 023 4567. and check they have the complaint.
Holly says
Hi all quick question how long has lending steam taken people to pay out has it been the full 28 days ?
Dom says
I’m on day 29 and no sign of payment yet. A lot of people are either getting paid out on day 28 or a few days after
Chris says
I received my redress of over £10k yesterday, was day 14/28.
I have read on trustpilot that many have went over the 28days, there is no consistency with them at all
Shay says
Update on 3 complaints all made 29/4/19
Qq disagreed with adjudicator to redress loans 3-20 as over 6 years 1/8/19. Now with ombudsman
Myjar- adjudicator upheld complaint and asked for redress of loans 3-20. Decision made 1/9/19 and £3607 into account yesterday
Lending stream – adj upheld complaint and asked for redress of loans 5-55. Decision made 2/9/19. Offer received yday for £6300 of which i accepted. Day one of 28 today
I cant thank the help received on this site enough. More than happy to help out with any questions people might have who are only starting the journey
Chris says
Guys, that is my journey now at an end following receipt of the LS payment. I started the complaints journey at the start of March and just over six months I am out of the payday hell and virtually debt free. For all those still waiting keep fighting and don’t let them beat you!
My wins are below for reference –
Mr Lender – settled remaining balance of £400 and closed my account.
Cashfloat – FOS rejected
Wageday – outstanding – not holding any hope
Lending Stream – £10,881 redress
Uncle Buck – waived outstanding balance of £600.
Myjar – £2,904.61 redress
Peachy – reduced balance to £500 from £1400 – now settled.
Ferratum – settled & £250 redress
247 – £424 redress
Happy to help anyone if they have queries
Andy says
How were 247 money box to deal with mate and congrats enjoy the money 😁
Chris says
247 Moneybox were actually really good, they made an offer within 4 weeks and paid out after 6 days.
I chased them a few times by phone for the payment once agreed.
Myjar were by far the best, after agreeing their offer I was paid out within 2 days
Mike_p says
Congratulations on your refunds, that’s quite a hefty amount. It’s quite scary when you look at how much of your money disappeared on Interest.
Thanks to this site my pay day loans are all clear now and I’m in a sustainable position where I have some money to fall back on that I’m able to add to each month.
claire says
please can i ask were all of these complaints for multiple loans from one company? is is possible to prove a case if you only have 1 loan from a particular company but a fews loans from different companies at the same time?
Chris says
Hi Claire,
I had 52 loans from LS over just under 3 years
My jar 4 loans
MoneyBox 247 6 loans
Uncle Buck 6 loans
Mr Lender 6 loans
Cashfloat 3 loans
Ferratum 8 loans
Peachy 4 loans
All the loans were repeat borrowing, mixture of small amounts and larger amounts, at one point I was repaying over £2500 per month in payday loan payments, as soon as one loan settled, I reborrowed most months, I had 6 loans at a time with LS, it was frightening how quick things went from bad to worse.
I have a young family and the worry and stress was killing me, without this website and help im not sure I would still be here, things were that bad at one stage I contemplated the worst as I was embarrassed at the position I had got myself in.
Thankfully, I tried to take out a new loan with cashfloat as soon as my previous loan was paid and was rejected due to affordability, I then in desperation stumbled across this site and it was the best thing for me. I was honest with all the lenders and paid what I could, submitted affordability complaints and most were upheld. Only difficult one was LS, I was desperate back in March and would have accepted they waived my final balance of £800, they rejected it, I went to the FOS and got £10,881 from them. Sorry for going on and on, but to everyone who is in a bad place, I have been there and got throught it, you can aswell
Laura says
Hi I just wondered if anyone can give me an idea of how long it takes for safety net and piggybank to make the payment. I accepted the offers on Tuesday and gave bank details and just wondered how long I have to wait, they didn’t give me any time frame.
Thanks
A says
Safety net was about a week for me
Linds says
Piggy bank was 7 days for me
Laura says
I received both payments within 5 days :)
Sue says
Hi
I had a response from the adjudicator to say they upheld my complaint against quickquid, just wanted to ask how long it takes for quickquid to sort it out now? They have until 19th sept; what will happen if they dont respond to the adjudicator? Thank you
Chris says
QQ need to agree with the Adjudicator first. If they do, then a few weeks wait will be all you have in front of you. If they don’t, then the case will go to the Ombudsman for a final ruling. This takes longer.
Sue says
Hi can i please just ask, the adjudicator only upheld loans from april to september although the loans i had were from september to september. They basically upheld last 5 loans and i had 13. Im not sure if there is anything i can do? Why did they not upheld the loans i took out any sooner? I thought they would at least agree the loans from january after the forth loan? Thank you
Sara (Debt Camel) says
how large were the first 7 loans? were there any gaps between them?
Sue says
Hi no gaps between them at all. It was a flex loan so basically adjudicator says like a credit card. I had a credit of £500 which i used every month, as needed the money to pay bills and other loans. I made 30 withdrawals in the period aug (not sept sorry) and april. Then other withdrawals which adjudicator agreed to upheld. They did not upheld the first 30 withdrawals which seems a lot. Anything i can do? Thank you
Sara (Debt Camel) says
You can reject the adjudicator’s decision and say you want it to go to an Ombudsman.
Have you added up the interest that you are being refunded and also separately the interest on the earlier loans you think you should be refunded? It’s worthwhile thinking about how large the numbers are and whether it’s worth rejecting this.
Of course, if QQ reject the adjudicator decision you should definitely say that you want the ombudsman to conder starting ther efund from an earlier point.
L says
Hi all
Just wondering in everyone’s experience are QQ coming back to adjudacators on the date given and if not how long after the date?
Also are they agreeing with more decisions at adjudicator level than they were?
Lisa says
QQ had until 23rd Aug to respond to my adjudicator, they were late replying (not sure how late but a good 4-6 weeks). They are still arguing my loans are over 6 years old. I think it’s now in an ombudsman queue. I don’t want to be the bearer of bad news but I don’t think they’ll be quick. But hopefully you’ll be a lucky one.
L says
Thanks
Yeah I wasnt expecting anything to happen quickly with them. The loans my adjudicator has found in my favour are under 6 years but get the feeling it could take a while!
Lew says
Any idea how long LS take to agree with ombudsman? I’ve had about 26 loans out of 36 approved which is good enough for me.
Mike_p says
They took 4 weeks to repond to mine. They are a truly appalling company and do everything they can to drlay the process.
Carly says
QQ rejected adjudicator decision, how long roughly does it take to be picked up by the ombudsman?
Jacob says
Hi Carly,
My QQ case was passed to the ombudsman queue in mid July. When I rang on Friday for an update the bloke that I spoke to advised me it was still waiting to be picked up and that it could still be a number of months before it was. Probably not what you want to hear.
Harry says
Thought I would share my story, A few months i put in complaints to sunny and lending steam which I passed onto a FOS, I have not sent any bank statements just my credit report and really emphasised how regular I was taking out and rolling over these loans which shows I was clearly reliant on payday loans. The FOS agreed with my complaint with both companies and lending stream has already agreed to pay out £2500 (I am willing to wait 28 days for this) and waiting on sunnys reply. Just thought it would help for people worrying about sending bank statement when it’s not always needed if your loans are very regular put a lot of emphasis on that as companies should do more thorough searches after a few loans with them! Best of luck for every I hope you all get the outcome you want
JA says
Hello, I’ve had my adjudicator send LS my acceptance on Wednesday last week. Everytime I call LS they say they can’t find it which I don’t believe tbh. Anyway, Does my 28 days start from the date my adjudicator sent the acceptance over?
Thanks
Mike_p says
It should be the date they received your acceptance, but Lending Stream seem to pull all sort of dirty tricks to try and delay the process. Let your adjudicator know immediately and ask them to contact Lending Stream to see where it has got to.
Andy says
I sent sunny the template for affordability complaint but I didn’t put any extra info like bank statement as I thought they’d come back and ask for what they want like other companies have done , but they just replied with a refusal saying they are not uphelding any of my loans shall I just go straight to the Fos now ? Thanks
Sara (Debt Camel) says
Yes, straight to FOS.
Andy says
Thanks Sara 😊
Anon says
How many weeks passed before you recieved that response Andy?
All i’ve ecieved is just a generic email from Sunny saying they could freeze all interest. But the complaint was only loged 4th September.
Andy says
They replied pretty quick I only filed my complaint just under 2 weeks ago they were a nightmare at the start they said they couldn’t find my account although they emailed me my access request , I was always going to get fobbed off by them because they just seemed awkward but hopefully the Fos goes in my favour , good luck mate
Anon says
Cool, yeah good luck with you too.
They played that trick on me as well, which is bizarre because i have current loans out with them lol. I have also now just recieved thr access request. Made it nice and easy to count all the interest haha. And read to send to FOS when ready.
Quick question though, is it obvious when it is their ‘final response’? Becasue i would to think their email saying to freeze interest for 14 days is their final response (which i don’t think it is). My best guess is to just wait it out. I also feel like i may have screwed things up by replying to them by saying i will go to the ombudsman basically.. potentially screwing up any final offer or final decision they might make.
Thanks
Andy says
Not just me then and yeah the refund they try there hardest not to give lol and it says complaint about sunny – outcome . On top of email then it’s paragraphs of noncence really , they’ve looked at my credit file at the time and they haven’t irresponsibly lent to me blah blah i think they send everyone the same email just change a few words haha and I don’t think that matters it does say on the email you can go to the Fos if your unhappy with the outcome (hoping you dont) lol
claire says
Hi do they require a copy of your credit report from when you were taking the loans out? mine were back in 2015. If so how do i go about obtaining this?
Sara (Debt Camel) says
No, a copy of your current credit report will be fine.
Krishan Church says
Hi,
I got a refund through quid.co.uk (under Evelate Credit now) of £287.25 and wondered if anyone had an experience in how long this would take to hit my bank account after confirming my details?
Thanks
Andy says
Noemally between 1 – 28 days
Sarah says
I’m on day 11
Turtle says
Hi Sara,
I am trying to get my loan history info from KPMG re my loans with WDA as the redress figure they sent me looks wrong. I have requested this information 3 times and they never send it. It’s like getting blood from a stone. What can I do? I appreciate we are (once again) talking about a few pence to the pound but its the principle. They treat me (and others I presume) like 2nd class citizens.
NA says
Hi All,
After some advice as very unsure of the process. I logged complaints with 13 different Payday loan companies around 2 weeks ago but should i have gone directly to the FOS? I’ve read many good news stories and want to try and get some answers ASAP so thinking is it best just to belt & braces and log to the FOS straight away also?
Ross says
Hi NA,
You have to allow the companies time, to investigate your complaint(s). They are allowed a maximum timeframe of 8 weeks, before you can refer to the FOS or when they have given you a final response which you are not satisfied with. Hope that helps?
Amy says
Any thoughts on my situation so far?
Circa 2011-2014 bad time including in the end about 12 lenders £70,000 in loans and close to I reckon about £20,000 interest paid back – what a pickle that left me in! And was only last year found out could make a complaint.
2 of the biggest with Wonga and PDE collapsed as did a smaller WDA, and like others not holding out much hope.
QuickQuid complaint re around £4200 interest ongoing with FOS, have just recently part agreed with Adj. decision so need to decide whether to decline. Also just received decision re Sunny which would be a good slog of the interest back, so see what their response is.
I did have loans with Swift Sterling , Mini Credit & 1st Stop which I am aware can’t pursue for various reasons.
I’ve not done anything yet with the remainder (taken out in 2013) as don’t feel would have any recourse, certainly 24/7 Moneybox which was only one small loan, unless there might be anything else I need to consider?
Mr Lender and Uncle Buck – given at time of other continuous borrowing but only 2 & 3 loans respectively (about £1000 interest paid on each).
Lightning (Valour)- installment loan of £1250 paid back over 12 months – unsure if could still make a complaint / if they’re trading still even?
And did also have Amigo loans £3000 with additional borrowing up to £5000 also going on around this time.
Sara (Debt Camel) says
How low was QQ’s counteroffer?
UB one for 3 loans may get back third loans?
Amigo, lots of these complaints being one. See https://debtcamel.co.uk/how-to-complain-guarantor-loan/
Valour still seems to exist https://register.fca.org.uk/ShPo_FirmDetailsPage?id=001b000001SFq1FAAT
Amy says
Thanks for your reply.
I think I might look into Amigo and also Valour, just wasn’t sure if it worked differently with installment loans.
I posted a bit more about QQ on other page – sorry to confuse things. Adj. recommends 2c-25 they have agreed 8-17 which with 8% is around £1900.
He hasn’t given their reasons and can live with 2c to 8 but 18 onwards is about another £2400 interest (they are saying 18-25 is just one flex loan). There was no change to borrowing pattern and bigger loan amounts so can’t really see their argument.
I am advised it could be 6 months plus before it looked at by Ombudsman, would obviously communicate some health things I’ve got going on at min but doubt that would expedite things any.
Amy
Anon says
Hi Amy,
Was your Sunny offer via Ombudsman process or a direct offer from the lender?
Amy says
Hi,
Through FOS at Adjudicator stage. In my case Sunny themselves rejected the complaint out right. Hopefully they will agree with Adj. recommendations although am not holding my breath!
Amy
Sara (Debt Camel) says
Ombudsman upheld c. 83% of Amigo complaints in the last quarter… just sayin’….
Amy says
I should have said also, if there’s been any stories of QQ disagreeing with Adj. decision then changing their mind on being told its going to Ombudsman then that would be great to know also! Lol.
Gut feeling is i should pursue as can’t see any reason Ombudsman would disagree with Adj? so more a matter of waiting longer one would hope?
Sara (Debt Camel) says
“Gut feeling is i should pursue as can’t see any reason Ombudsman would disagree with Adj? so more a matter of waiting longer one would hope?”
If it was only a hundred or two different , you might decide you are just fed up and want this to end now. But it sounds like a lot more money than that…
I wouldn’t expect the Ombudsman to make a significantly different decision from the adjudicator, although that is theoretically possible it doesn’t seem to happen. The only real risk from waiting is that QQ may decide to go out of business. I was a bit worried about that a couple of months ago, but now they have agreed to settle several thousand complaints, it seems much less likely.
Amy says
Thanks Sara,
I think I will email my Adj. and ask he refers on.
Fingers crossed it all works out!!
Amy
A. says
Quick question – I have a complaint in against a small company. I sent it 8 weeks ago today but was told their complaints handler was off on holiday for a week. I received an acknowledgement a week after my complaint was sent. Can I send it to the fos now that it has been 8 weeks since I sent it. Or should i wait until next week when it has been 8 weeks since they acknowledged it. Thanks
Sara (Debt Camel) says
You can send it now.
Andy says
Send it now it’s 8 weeks when you send the complaint mate
Mike_p says
Which lender is it and how many loans did you have? In theory you are entitled to send it now but if it’s a lender that people have been getting reasonable offers from then it might be better to let them have a bit more time to make you an offer.
Emma says
Hi all
Just had my offer which I’ve accepted from My Jar, how long have people waited for My Jar?
I’m on 13/28 for LS and nothing from them but had no indication of how long My Jar will take.
Mike_p says
MyJar were pretty good for me (other than lending irresponsibly in the first place) – I had the refund in my account two days after emailing the adjudicator to accept the offer.
Lending Stream on the other hand are horrendous and do everything they can to delay paying out.
Dom says
I’m on day 33 with Lending Stream (deadline of 12/9), but Lending Stream claim that the deadline is actually tomorrow (18/9). They blame my adjudicator for apparently sending acceptance 6 days after I accepted. It’s nonsense really. I honestly believe they are being deliberately awkward in spite, as they know they’re going to the wall.
Sara (Debt Camel) says
a) they do not “know they are going to the wall”
b) they have been incompetent and obstructive for years, this is not worse than normal
c) if the staff did know they were going into administration, there is still no reason to delay payments. The staff would be losing their jobs anyway. Making the payments would make no difference to that. Pay more now means there would be less to be divided up in administration – that would not be of any benefit to anyone, employees, shareholder, management.
When it’s all over, send the FCA, Lending Stream’s regulator, an email saying what you think of LS’s abysmal complaint handling.
Leanne Greener says
Hi,
Looking for payment averages for QQ. I’ve received an email today requesting confirmation of bank details. How long is usually the wait between then and actual payment?
Thanks in advance x
GM says
Usually they’re quick, but I’m having a real nightmare with them because their system isn’t accepting certain Santander sort codes, so mg case has been escalated to their IT and management departments, other wise I won’t be paid quick enough
Sarah says
I accepted my offer and confirmed bank details on 4th September. So currently on day 11 but been told it’s around 2 week
David S says
I’ve had some hugely frustrating news from the FOS today.
Had a claim upheld by the adjuidicators on 05/09, Lending Stream agreed with the adjudicators findings and will give me the redress.
The CMC I was using are no longer recognised as an authorised CMC, and have been removed from the complaint. Now – the CMC contacted me at the end of July advising they were partnering with another company to speed up the process of having the claim passed. I found this highly irregular and questioned this with them at the time, as there appeared to be zero reason to involve another company with an already existing claim.
Email received as below – so just when I thought I was at the end of it all, this happens :(
Dear Mr ****l
Thank you for your call this morning.
I’ve just realised that you were represented by Payday Refunds. They are no longer an authorised claims management company (CMC), so we’ve removed them from your complaint.
I’m not sure if your complaint will be transferred to a new CMC however I’ve been advised to hold off from sending Lending Stream your acceptance.
This issue will be resolved within the next few weeks and at that point we’ll be able to send the business your acceptance.
Kind regards
Sara (Debt Camel) says
So you haven’t agreed to your case being transferred to the new company? In that case tell FOS that the new company has no authorisation to act on your behalf.
Evy says
I have received an email from FOS to advise that satsuma has rejected the adjudicator decision and it has been sent to the ombudsman. Does anyone know the approx timescale for a reply please?
I also received an email from the adjudicator regarding my claim against QQ in May. I emailed the adjudicator for an update and got a reply saying that I had an open end credit with QQ therefore they are waiting to decide on how to proceed with no time scale. Does anyone know what this means as I don’t have a clue?
James says
Hi Evy
Sorry I don’t have any advice for you, but how long did satsuma take to respond to the Adjudicator?
I have been waiting for 5 weeks for satsuma to respond to the adjudicator
James
Evy says
Hi
Adjudicator emailed me on 11th July and gave Satsuma a deadline of 25th July. I received an email again from adjudicator on 3rd Sept to say they disagreed.
David S says
Hey Sara – I had contact from PDR at the end of July, advising they were ‘teaming’ up with Lasminuterefund however the contact (in my view) was extremely ambiguous, and also did not explain that PDR were no longer authorised by the FCA to handle my claim moving forwards.
I had digitally signed the agreement however any links to this have now been removed, as have the T’s & C’s of the new company.
This is the email trail from PDR.
Dear ***
We’re making some changes to try to get your refund claim to a decision as quickly as possible.
The Financial Conduct Authority (FCA) are now regulating the claims sector including Payday Loans mis-selling which should see an improvement in the way claims are handled.
We’ve therefore teamed up with FCA regulated specialists LastMinute Refund (FRN 831270) to take your claims through the final steps to a decision and completion.
To allow LastMinute Refund to assist you to get you a decision on your complaint, click the button below. You can view LastMinute Refund’s terms and conditions here.
David S says
Hi,
Not sure I understand what you are saying here.
Are you advising that PaydayRefunds are no longer in a position to represent me with outstanding claims already with the FCA?
What benefit is there for adding an extra company to the process if the complaints are already being dealt with by the FCA?
Seems a very ambiguous email to send without adding any kind of context as to why.
Kind regards
Hi
Thank you for voicing your concerns
The company have been brought in for more man power to speed along these remaining outstanding cases for the customers
It does not effect you as a customer in the slightest it will just get the complaint resolved a lot quicker at the ,moment the response time is 12-18 months we aim to reduce this for our customers by using another company
Kind Regards
I wish I’d paused on doing anything now! Having spoken to the adjudicators today, they won’t send my acceptance back to the lender until the issue is resolved with PDR.
I feel like PDR have acted improperly, the adjudicator has advised I would have to await the outcome of their findings above everything before the accetance is sent to LS which is the most frustrating part. The adjudicator’s were very good in explaining they are checking things from a legal standpoint, and that it wouldn’t effect the redress – I’ve just got a sneaky feeling this could really drag on.
Lesson learnt by me I guess :)
Sara (Debt Camel) says
did you click on “the button below” to get the new company to take over the claim?
G says
I refused to click “the button below” to authorise lastminuterefunds.com to take over my case, does this mean I will have no fees to pay anyone once I receive my redress?
David S says
Hi G,
Not sure where it stands with the FOS at the moment.
They aren’t recognising PDR as an approved CMC any longer so they will have been removed from your claim however they still haven’t completed the legal checks internally to see whether anything that was agreed prior will go to PDR.
I clicked the link after they sent the email info through regarding LMR, but they certainly didn’t give any kind of notification they were no longer authorised to deal with the case as a CMC. ‘Teaming up’ certainly doesn’t cover it in my book, but I’m now looking at least another 2 months for an adjudicated claim to be paid out. That is on the proviso that the issue is resolved by the end of the month.
If you give the FOS a call and speak to the adjudicators, they’ll look the case file up and give you a complete update for your specific case.
Good luck.
colin says
Hello
I’m after some advice, I used this great site over 2 years ago when I had multiple payday loan companys being repaid via my debt management plan.
with the help of your template all closed down the accounts and no further payments made.
since then all the mis-selling has blown up regarding payday loans , can I or should I do anything as they have closed my accounts or can I make a claim ? I had multiple loans with wonga, qq, lending stream, and a few others.
any advice gratefully received.
Sara (Debt Camel) says
“with the help of your template all closed down the accounts and no further payments made.” do you mean you made an affordability claim and they offered to close your balance, not pay a refund, and you accepted that offer?
colin says
Hi
yes I made the claim and all my accounts offered gesture goodwill to close down account which at time was good from my debt management plan point of view but wonder if really I was to quick to accept instead of challenging and I presume as I accepted then case closed or am I wrong ?
Sara (Debt Camel) says
Yes, sorry, in general you can’t reopen these complaints or start a new one. You accepted poor settlements.
The only exception would be if the lender did not tell you in their response that you had the right to go to FOS. Lending Stream had this problem with some responses for a while, so try to dig out the email from them and see what it did say.
There is also a slim chance you could get more from Wonga now they are in administration. You can try to put in a new claim, see https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/. But tgiven that the administrators will only be paying out a small amount of any claim, it would have to be very large for this to work.
colin says
I have checked my old replies and when lending stream replied and settled my account no mention of right to go to FOS. how would you recommend any contact I was to make with this in mind ?
Sara (Debt Camel) says
Ok, so I suggest you back to LS. Explain you have now been told you had the right to take the complaint to the Financial Ombudsman but they did not tell you that in their offer to you so you accepted it as you thought that was the best you could do. Ask them if they would like to look again at the previous loans as you feel writing off a loan was not adequate compensation for the loans with them. Say you will send this to FOS if they don’t make a reasonable offer.
Also ask for a list of your loans and ahow much interest was paid on each if you don’t know these details.
John Paterson says
My complaint with LS was picked up by the adjudicator on 10th July. Upheld loan 7 of 7 which LS agreed with however I provided more info and changed to upholding loans 4-7 which again LS agreed with. All charges and interest removed from loan 7 leaving a balance of £465 which has been cleared with the refund from the other 3 loans as well as £770 into my bank account. No more calls from PRA group chasing me for £1K plus so a near 2 grand win. Accepted offer on 30/8 and money paid in on 10/9 with no issues. Hang in there guys and gals. Hopefully you’ll be sorted soon and thanks again to this site for continued support.
PH says
Morning all,
Just to give you all some details around the FOS as I’m seeing a lot of claims that businesses like LS, 24/7 Moneybox delaying paying out due to differing days of acceptance.
Whilst you may send your acceptance on day 1, the FOS, due to being absolutely swamped with these complaints, are working up to 7 days behind. The last few months, I have had a number of wins (including 24/7 Moneybox) and even though I had sent my acceptance on day 1, the FOS only got that back to 24/7 on day 7. The clock only begins when the business receives it. Yes, it’s out of order, but because the FOS only use that one email address (shorttermlending@) it takes them a while to sift through and send to the correct adjudicator. The business will continue to use the ‘well you sent it to the FOS, you are bound by their time scales’ line, as I have heard a number of times from differing businesses.
My suggestion would be to be red hot on phoning the business you have accepted redress from every day until they acknowledge receipt of your acceptance and also to call your adjudicator up to every other day. I found that this approach, whilst probably annoying and time consuming, actually sped up a few claims with adjudicators as they were sick of hearing from me.
Further, if you’re waiting for redress from 24/7, I sent twice daily emails to them asking for them to confirm date of payment, and they paid on day 13 for me.
Marie says
Hi Sara
I’m just wondering how long the ombudsman usually take to review cases?
I submitted three relatively simple complaints yesterday and noticed that their website said that there are delays in reviewing complaints.
Just wondering how long I should expect to wait before a final decision is made by them?
Thanks
Marie
Dan says
I submitted my complaint in October 2018 and didn’t get contacted by the FOS until the end of June this year. It’s going to be a while.
Paul Wakeman says
Advice please. I submitted a complaint against Safety Net Credit in March 2019 and this got rejected so I referred it to Ombudsman who picked it up in May and asked the business for their file. I have rung for an update today and have been told that the business have still not sent the file and they were chased up on 06 September. I am currently in a payment plan with them which is reducing my balance but just thought, should I ring them and state I won’t pay any more until they send the file or just continue waiting and continue paying? Thanks
Dale says
Lending Stream
Complained 5th May 2019
Rejected 29th June 2019
Sent to FOS 29th June
Picked up by adjudicator 23rd August
Adjudicator ruled in my favour 5-14 of 18 loans 1st September, lending stream agreed 10th September.
Lending stream acknowledged my acceptance after numerous phone calls and having to get my adjudicator to call and chase them on 12th. Now on day 5/28 and no money yet but hoping for a swift payout as a few are reporting payment around the 14 day mark.
To some this may seem speedy and quick, this is due to me being rather proactive, get a copy of your full credit file ready and all your bank statements from the time of lending and your final response letters. I gave this to my adjudicator on the day of his intro email and within a week he is ruling in my favour.
JA says
Hello, Congrats on your LS win.
I’m also waiting on my redress , LS Accepted acknowledgement on the 12th Sept. Hoping aswell for a quick payout but time will tell as LS seem to be very eractic
Dale says
Have you had conifirmation from LS and your adjudicator they’ve received your acceptance? When I called LS to confirm details they claimed to have not received it, so I had to get my adjudicator to call them and then confirm to me they’ve confirmed receipt. They play so many dirty tricks and tactics, just hoping I don’t suffer the fate of others and end up going into 30-40 days.
JA says
I first called LS on the 13th to confirm they’ve received my acceptance from the FOS which at that point they didn’t. My adjudicator advised me they might have a little back log so I called LS yesterday and they told me they have received the acceptance dated 12th Sept.
I’ve read some people are getting an email about the refund before it lands in there account on the same day?
It’s painful but patients is all that we can have here.
Kerry Chandler says
Hi there I’m looking some help with regards to a payday loan claim. Obviously when your applying for these loans you can write whatever expenses in you want because they don’t actually check. I had 6 loans in 10’months with lending stream but they have come back with the info I provided and the “disposable income” I should of had which isn’t accurate is there a way round this can I go back and say they should have made more checks?
Sara (Debt Camel) says
Were the loan sizes going up? Did the loans overlap or were there any breaks between them?
KC says
Update on my Sunny complaint, which was submitted in April 2019.
FOS adjudicator has partially upheld my complaint. They have written to Sunny asking them to pay back the interest and fees paid on loans 6 – 29 and has requested that they be removed from my credit file. So I am really happy with that. I have no idea how long now it will take for Sunny to actually action these requests but I’m setting my expectations low. Fingers crossed I’ll get the money back by the end of the year.
Matt C says
My LS redress has just been paid into my bank account, day 19 of 28 :)
Adam says
Im on day 17, but the debt that was sold on to the CRS debt collection has still not been bought back! Seems im gunna be waiting alot longer.