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:
- 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, Everyday lonas, Likely Loans/Finio, Reevo, 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.
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;
- some 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 instalment 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 free and 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 2018, 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 2024 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
- if you dont have the credit agreements, 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 FOS 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?
Darren says
I thought I would put my story so far up here as this site and thread has been really useful for me.
I complained to Sunny on the 23/08 and have been chasing an outcome weekly since then, I finally had a reply today saying they decline my claim, even though I had 87 loans between 2015 and 2019. I managed to stop using them about 4 months ago.
They put information in their decision which apparently I emailed them which I never even heard of let alone said, so I emailed the ombudsman straight away to get things moving along.
I also called the ombudsman on a general timescale as I know there are delays due to the PPI deadline, they said they are on the 23/08/2019 complaints being allocated, so its around 6 – 8 weeks to get allocated, which I thought was ok.
I also now put a subject access request into Sunny as they say they did a credit check every loan application, but on the data they sent me the credit information all says “No Data”, so it contradicts itself.
I will update this as I go along, so hopefully it could help others.
Darren says
Hi, Update on my complaint which was sent to the ombudsman on the 10/10/19, so only been with them around 2 weeks.
I have had an email requesting more info, but the case is with someone, so I sent the info and followed up with a call, they have advised the adjudicator will have the documents allocated over the next week or so, then look at the extra detail.
So it looks like a really quick response for mine so far. I know sunny will probably drag their feet, but this has been allocated to someone 4+ weeks sooner that what they mentioned. Which I assume is due to the number of loans and the value of the loans being over £20,000 from 2015 – 19, with only 1 gap in 2016 of 2 months. The rest were loans to pay loans with sunny.
I have been told to call back in 2 weeks if I haven’t had any response at that point. But that I should get at least an acknowledgement from the adjudicator within that time to say they are investigating.
Sara (Debt Camel) says
this has been allocated to someone 4+ weeks sooner that what they mentioned. Which I assume is due to the number of loans and the value of the loans being over £20,000
No, I doubt that is the reason. FOS doesn’t prioritise the big cases.
A lot of new complaints going in are being picked up sooner than they were 6 months ago. I suspect it’s a combination of reasons:
– more staff at FOS
– all the Money Shop, Payday UK and Payday Express complaints have been removed from FOS. This would be several thousand and just as important no new complaints are coming in there.
– QQ has settled several thousand FOS complaints and now seems to be making better offers in some cases, so probably fewer complaints coming to FOS there.
Darren says
Hi,
Ah that makes sense, I didn’t realise that many had been removed. or had movement on. Thank you for the info, hopefully that means the speed for everyone will pick up a bit.
Thanks
Darren says
This is just a query really, online the Elevate MD is listed for the UK, who I emailed, but he is now working in the US and there is a new UK MD, I have managed to get his email address to escalate my complaint / make some extra noise, would that be useful to provide here at all? Or is that not aloud?
Sara (Debt Camel) says
That would be helpful!
Darren says
Ok that’s good, the one that has now moved to the US (which was in September I believe) is sgreever@elevate.com (scott greever). The current MD, is actually listed on their site as the Chief Technical Officer, but in the auto reply in Scott greever’s email it says he has taken over as MD. His email is SGrice@elevatecredit.co.uk (Steve Grice).
Hopefully this can help some people!
Darren says
So within 7 days of sending an email to the MD, the complaint was assigned to the complaints manager at Elevate rather than sunny and they have refunded all the interest plus the 8%, in my account today and all sorted. It is definitely worth doing!
Richard white says
Ho sara,just a quick question! It took me a few months to get my DSAR off enova,3 wks ago i sent my complaint off with all my loan history etc,i then e mailed to find out if the complaint had been looked at and got an e mail off a lady called alecia saying ive never had any loans with them even though ive got all the info and sent it with my complaint!! What should i do now?? Thanks
Sara (Debt Camel) says
reply pointing out they need to look again as you are just using the information from their system. Add that the case goes to the finacial Aombudsman on dd/mm/yy which is 8 weeks after you sent it.
Roly says
Hi all, just want a bit of info about Lending Stream please. Adjudicator contacted me on 26th saying LS had made an offer that went along with the adjudicator’s recs. I accepted it immediately. They sent an email checking bank details that day but haven’t confirmed receiving them, or when they subsequently received notification of my acceptance from the adjudicator. Do I assume the 28 days will be from the day I accepted and the adjudicator responded, or should I have received an email stating when they received it?
Terry Nicholls says
I had an email from them 5 days after i accepted the offer, the email said they would process the payment 28 days after my acceptance, into the new account that i had given them, the email i first had off them had my old bank, and it said payment would be into that account in 28 days, if i did not update bank details.
Roly says
That sounds similar to the one I got on the day the adjucator contacted me about the offer. Wondering if I should assume that is was 28 days from then? I’d just be grateful if they’d confirm they got the new bank account details to be honest! I think we do still have the old acct they have on record open, but I’m not entirely sure, so if it ends up there I’d never know.
JA says
Call your adjudicator and ask them to confirm with lending stream they have the new details. The date the 28 days starts is from the date you accepted. Lending stream very rarely respond to emails.
Roly says
Finally got confirmation email (after having sent a number of emails requesting they confirm receipt of both my bank details and the acceptance from the adjudicator). Says “We confirm that the refund has now been initiated and we will process the settlement in 28 days from the date of acceptance of the offer provided” so I am hoping that they actually mean the date we sent the acceptance of the offer through, and not the date they want to claim they received it – and I know they are claiming all kinds of technical issues with refunds, so may be delayed anyway, but if they do stick by their word, this means I am currently on day 18 or 19 from when we accepted – so keeping everything crossed the wait won’t be much longer. Thanks to everyone on this site for the help, the comments and especially to Sara for all the information that has made making all these complaints possible. Still got a number to wait for decisions on, but things are starting to move in the right direction which is amazing. I am so looking forward to being debt free and actually having a buffer for when times get tough for the first time in my life.
SK says
I think I will share my story with BBC’s Watchdog about my stormy relationship with Lying Stream…
Or does anybody have a reliable contact at The Sun hungry for a front page story?
Paula says
Please don’t ever sell to the Sun or even buy it for that matter.
Joseph says
We don’t even use that word in Liverpool. It’s called The S*n
N says
Hi I just thought I’d update you time scales for my QQ complaint. I complained on 1/8/19. I set out as suggested in the template provided here and included dates of my loans, loan amount, interest paid and due date. QQ come back on 11/09/19 and offered me (1245£) … I asked them to negotiate they came back immediately saying no. My total interest was 2426 (25 loans) and although Sara did say I’d probably get double going to FOS for the sake of extra hassle I ended up accepting with QQ on 8/10/19 and it was in my account today!(10/10/19). Why they have dealt with me so quickly (maybe a good escape for them) I am not sure but it has been a quick pleasant process for me and all thanks to this website! Im now going to try and complain to LS and PDUK – has anyone got an email for PDUK? Thanks
KP says
Can anyone point me in the right direction of how to claim tax back on the redress that was paid to me? I’m sure someone has posted the link before but I can’t seem to find it and not sure what the redress would be classed as when applying for the refund? Thanks in advance.
Sara (Debt Camel) says
see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Dale says
Day 30 with lending stream and still no money. I have called them again this morning and they are still citing a “technical issue” with refund payments but normal loan payments are working fine. I have called my adjudicator to chase up again. Does anyone have any advise or is anyone in my situation?
Jack says
I’m due a refund today. Seeing the issues over the past few days I decided to call yesterday and was assured that i’d be paid by COB today and that the technical issue only effected some customers and most had been paid. Going to call them now and see if they stick to that story. Sounded shifty as anything on the phone yesterday.
Jack says
Due £2000 from Lending stream today, not sure if i’ll see the money as others have mentioned them playing games and giving excuses for delays.
Adjudicator has found in favour of my complaint against Satsuma, who missed their initial 7th October deadline to respond. The only option the Ombudsman has is to keep giving them more time, which is exactly what happened with my complaints against the other big 3 lenders, and we all know what happened. This cost me about £10k worth of compensation that I would have been owed.
If I was the business in any of these cases, i’d just refuse to respond. The ombdudsman will make a final decision, but that can take upto a year, by which time the business is likely to have folded anyway.
Anyone else had dealings with Satsuma, how long did they take to get back to the FOS after the initial decision?
Sharper says
7 weeks after the adjudicator found in my favour and I’m still waiting for a response from Satsuma. I’ve rang them twice and both times I have been told they are too busy to meet the deadlines. I have now told the adjudicator I would like it to go to the ombudsman.
Jack says
Good Luck, I was told that going down the final decision route with another adjudicator can take up to a year, but how long is it worth waiting for a response? Unfortunately I reckon there is little chance anyone will see a penny from Satsuma.
Sara (Debt Camel) says
Satsuma are owned by Provident. It is a very big company with a market capitalisation of £1 billion. That should pay for rather a lot of refunds :)
Jack says
Thanks Sara, was unaware of this!
I’ve just spoken with Lending Stream, they are now telling me Monday. Waiting to speak to a manager now, not letting this drop.
Mike_p says
I wonder if there is any merit in emailing the CEO of GAIN credit?
Jack says
Lending Streams “Technical Issue” apparently began on the 8th October and is still “Being Resolved” and a backlog of payments are still pending. I’m going back to the Ombudsman on this and will raise it to the FCA also.
Andy says
I’m waiting for a response from 247 money box the 8 weeks is up tomoz would I get the response today or Monday do you think thanks
sam says
mine was a day late, they are so slow at everything. took over 8 week for a reply, I have emailed back saying review it and nothing again since that 3 weeks ago.
Steve says
Hi Andy
I got my response and off Moneybox 2 days after the 8 week deadline with a decent offer which I accepted money was in my bank with in a week.
Steve
Andy says
Thanks for the replies guys , I’ve heard mixed reviews some say good some say bad but I don’t mind waiting a couple days if I got a good offer rather than going Fos and congrats steve
Andy
Lena says
I have an outstanding loan with Safetynet Credit who have responded upholding my complaint (quickly) with an offer to refund ALL interest + statutory interest which seemed decent until I looked at the figures against my bank statements. I assumed that if I borrowed (example) £1000 and over time repaid them £1500 (including interest) that meant I paid £500 in interest. However their offer is below what I expected and they say my assumption isn’t correct:-
“The figures provided to you are correct. Please be aware that the figures that you have provided us are the total amount of repayments you have made and not interest repaid. With each repayment, the amount taken is divided into principal and interest and applied towards your balance proportionality.”
I borrowed £4126.00 in total across 18 months and repaid £6409.07 so what am I supposed to think the £2283.-7 difference is if it’s not interest? They are only offering my £780 as an interest refund and so this feels like a scam but the way they have laid out the figures is confusing and it’s a html so I can’t check their figures. I don’t want to risk anything by sending it tot he Ombudsman if I’m completely wrong.
Lena says
They also haven’t listed some of the repayments that I made which add up to a few hundred pounds.
Sara (Debt Camel) says
Are they offering £780 plus wiping the outstanding balance? How large is this balance?
Sara (Debt Camel) says
and how much do the missing payments add up to?
Lena says
Hi Sara,
Firstly, thank you so much for helping. Here are the figures on my statement then below what they are proposing.
SNC offer:
Outstanding balance: £1162.40
Offer to redress all interest: £737.33
Offer to redress stat interest @ 8%: £475.98
HMRC deduction of 20%: £9.60
Removal of interest accrued on outstanding balance: £195.67
TOTAL REMAINING TO BE PAID £195.67 (it doesn’t quite add up but it will do)
However, if you compare that to my bank statements where I borrowed £4126.00 and repaid £6409 back over the course of borrowing, I worked out I would be entitled to interest of the difference (£2283.00). They have upheld my complaint so figured if I went to the FoS it would be a simple case of bad maths.
Stu says
I emailed MYKREDIT yesterday regarding the ombudsman decision and they have come back today asking for bank details and told me the redress is being worked on.
Gerry says
I’m also waiting for a refund from MK ,so far nothing I emailed them to confirm details and they advised they would notify me ,they accepted my offer on 26/09 nothing so far
Stu says
Hello Gerry and thanks for letting me know. They received the ombudsman decision on the 7/10/19 so probably in for a long wait. Ombudsman gave them 4-8 weeks to settle.
Elle says
Hi all
This is a new one to me
My adjudicator has actually asked me if I am happy for her to mention gambling in her assessment?
‘You’ve provided us with bank statements where I can see transactions to a bookmakers, William Hill. Please can you confirm whether you mind me referencing gambling within my assessment?’
What do you guys think I should say? I have initially said my preference is not but if she feels it is important I am happy to be directed by her on it. Now I am thinking I don’t want her to as it might affect judgement of sunny!
Thanks
Matt says
I recently had a complaint upheld by the adjudicator where he asked the same question. I gave him permission to mention my gambling and this was included in his decision letter. It was relevant as I was gambling heavily at the time of the loans in question. I had only taken 3 loans in total with this particular lender and the adjudicator upheld my complaint in respect loans 2 & 3. Now just waiting for the lender to respond (so far 5 weeks over the deadline for response given by the adjudicator). If it was a genuine problem at the time and would’ve been obvious had the lender carried out more thorough checks then I would suggest you let this be mentioned. Best of luck
Ali says
Hi Elle
It’s very relevant and my adjudicator mentioned it, Sunny rejected it and it went to an ombudsman and they to used it as a reason for the loans not to be given. I had thousands of gambling transactions and the ombudsman said basically had they looked they would have seen it. Piggy bank actually agreed without the FOS involvement and said their guidelines cover mental health and had they looked they would have never lent to me because of this guideline as a gambling addiction is under mental health. A gambling addiction is not a choice it’s an illness x I hope your on the right path now, it’s not easy, GA and Gamstop were and are my saviours x
Mr PDL says
They asked me the same question for one of complaints, in which they upheld loans 2-7 out of two loans. Unfortunately the lender didnt agree so now with the ombudsman
John M says
Hi Elle,
They asked me too and I got much much more from Pay Day Express than what they offered so all good to mention it
Emma says
Hi All.
I accepted an offer from myjar on Thursday for £969 (no FOS) just from my complaint so pretty pleased. They said 10-15 days for pay out. Has anyone had experience of payout from them? It would be good to have it earlier that’s all!
Many thanks and again to the amazing Sara and this website!
Emma
C says
I left them a bad review on trust pilot and got paid out within the hour. They are allowed 28 days to pay out and we’re making me wait.
John M says
Hi All,
I have now finished all my pay day loan cases which started in January 2018 so here we go as follows. Everything was over 6 year time frame at time of complaining
QQ – Rejected went to FOS. Finally got paid £3300 yesterday
Wonga – Went to FOS then they went bust. Administrators said I was due £4500 but I expexct I’ll get £200
PDUK – Agreed refund of £1800
Pay Day Express – Offered me £150. Went to FOS and got £1750
Cash Genie – Should have got £650 but went bust and I got £17.86
MyJar – Got £1300
247 Moneybox – Got £1100
WageDay Advance – Got £1500
EPDL – £1800
I had a massive gambling problem but been going to GA for 6 years now. With the redress we kitted out a house my wife and I bought and could afford to make sure my wife has had the whole year off work to be with our baby boy.
Thank you Sara for everything. Made a donation to the local CAB already. I will still be around if anyone wants advice but, apart from Wonga, I am done! It’s been a long time but my best advice is keep going. It’s worthwhile in the end I promise you as you can see from the figures above.
Mike_p says
They emailed me on a Thursday saying it would be by the end of the week and I had it in my account that afternoon. They do seem to be quite responsive to emails with real people who know your case answering them, unlike Lending Stream for example who ignore everything you ever say to them.
JA says
Finally on day 30 paid by lending stream at 10pm
Dale says
Lending stream paid out last night! I’m in utter shock!! Day 30. Stick it out guys finally I can relax.
Elaine Jones says
One of my complaints is with Swift Sterling, the adjudicator has not upheld my complaint as said they were not required to obtain my credit file and bank statements which would have shown I was heavily overdrawn and had 4 other pay day loans. The same adjudicator did however uphold my complaint with a different lender, Moneyboat, reason being that they had seen my credit report so knew how bad my credit was. Although Moneyboat deny irresponsible lending and is now in the queue for an ombudsman.
i have disagreed with the adjudicator’s decision regarding Swift Sterling and asked for a second opinion of the ombudsman. Wondered if anyone else had not agreed with the adjudicator’s decision and waited for ombudsman’s decision.
A says
Hi all,
It’s been a while since I’ve posted as there’s been a bit of a lull on my active cases but does anyone have a positive experience to share about Satsuma?
They’re taking forever to get back to FOS who found in my favour. By far the worst I’ve experienced (have had successes with Sunny, LS and Myjar) and I’m getting a bit hacked off at it now. They’re about 6 weeks behind.
Thanks,
A
L says
Satsuma are 6 weeks over the 2 weeks they were given to respond to my adjudacator too. Shes chasing them and ive been in touch with them but nothing as yet.
Lisa G says
Satsuma are nearly 11 weeks over the 2 weeks the adjudicator gave them to respond for me. The FOS have chased them but nothing yet.
Andy says
Do they reply before the 8 weeks or are they just late with the Fos ? They’ve got this week to make an offer or decline , also how many loans did you have with them for them to reject ? I’ve had 14 consecutive loans over a 3 year period just wanted to see my chances of getting an offer thanks
Lisa G says
I made my initial complaint to them in July 2018. It took them about 4 weeks to reject it in August. Sent to FOS in Oct 2018.
It was picked up by an adjudicator in early July 2019. They had until July 30th 2019 to respond. I’m still waiting now. I had 9 loans in about 8 months (something like that number, off the top of my head).
NA says
Does anyone have any experience in dealings with Uncle Buck? I’ve just received a response rejecting my claim.
3 loans; £400, £300, £500 (totalling £720.40 interest!) – All overlapping. They’ve said they carried out the right checks etc.
1 thing I noticed was in their response they said;
“Our complaint “uphold” rate with the Financial Ombudsman is currently one of the lowest in the HCSTC sector”
I’ve sent it to FOS anyway
Mike_p says
I’m not sure you’ll have much success with the FOS, it tends to be at loan 4/5 that they start saying that the lender should have looked more carefull. I had 16 loans with Lending Stream and the adjudicator said that they shouldn’t have lent from loan 6 onwards.
It seems to be Uncle Buck’s standard resposne to reject the complaint and paste in a line to try and put you off taking it further. With me they said if I went to the FOS they would be asking to see my bank statements and asking me to explain any discrepancies. I would probably have left it normally as I didn’t have many loans but that line made me escalate it to the FOS.
NA says
Thanks Mike. Did you get any success from FOS or still waiting? Understand about the loans 4/5 onwards but UncleBuck was just the tip of the iceberg and had 7 other lenders at the time but we’ll see
Mike_p says
I didn’t have any success with Uncle Buck, but the FOS ruled in my favour with other lenders and I got about £2200 back overall, plus £500 written off by Swift Sterling without going to the FOS.
Andy says
Had my final response from 247 money box a day before 8 weeks I’d lent 10,089 and repaid 11,600 . Low interest because paid early taking out other loans ect … They offered me £1587 which I have accepted they didn’t tell me how long this would take though ! Nice result another one off the list
Dan says
Hi there,
Have been reading these the last few weeks and found very useful so thank you for that. Finally (probably a bit late) got around to complaining about all of the payday loans I had over the years, which is shamefully A LOT. I had financial issues not helped by a gambling issue. Not sure if anyone is interested but have put the details below of my situation with the loans.
I complained to all on 21st September and the only one who has come back to me with a decision so far is MrLender – who rejected the claim, it was only one loan but the interest was more than double the loan amount. I sent that one off to the FOS as a test run per se. Pretty much received the same response as others on here from them but will see how that goes.
Pretty much all of these loans were rollovers – so i’m hoping that can be considered if the FOS needs any convincing they were irresponsible. One thing i’m worried about is that my bank a/c at the time is closed now, they closed it as I had an unpaid overdraft and was living abroad, so if the FOS require statements not sure how that’s going to go.
I also have PDUK/Payday Express and Wonga loans (wonga have given an amount but know I won’t get that, waiting on PDUK/Payday Express and missed the deadline for Wageday Advance but emailed the KPMG email address anyway – don’t expect to get anything on those).
Thoughts and suggestions welcome.
Cheers,
D
Dan says
Uncle Buck – 21 loans over 24 month period, 10k loans, 3.5k interest charged
Wageme – 29 loans over 30 month period, 14k loans, 3k interest charged
Quidmarket – 24 loans over 5 years, lots of instalment loans, 11k loans, 2.6k interest charged
Swift Sterling – 4 loans over 12 month period, 2.6k loans, 2.4k interest
Lendingstream – 11 loans over 24 month period, 2.4k loans, 2.4k interest
Moneyboat – 11 loans over 36 month period, 7.2k loans, 2.3k interest
Cashfloat – 12 loans over 24 month period, 6k loans, 2k interest
QuikQuid – 7 loans over 7 month period, 3.4k loans, 1.8k interest
THL Direct – 10 loans over 12 month period, 2.5k loans, 1k interest
Mr Lender – 1 loan, 300 in value, 650 interest.
Piggy Bank – 9 loans over 11 months, 3k loans, 440 interest (seems good compared to the others).
Peachy – 2 loans, small value, not hugely fussed on how this one goes.
Andy says
Reminds me of me haha I also had about 13 different lenders and a gambling addiction best of luck mate
Sara (Debt Camel) says
“One thing i’m worried about is that my bank a/c at the time is closed now, they closed it as I had an unpaid overdraft and was living abroad, so if the FOS require statements not sure how that’s going to go.” Start seeing if you can get those statements NOW. Don’t wait until you are asked by FOS.
Your Mr Lender case – one loans cases are VERY hard to win unless they are huge. As a “test run” this isn’t going to prove anything at all.
Swift Sterling – were these loans before or after the end on 2015?
Sarah V says
Hi Emma,
I was the same. No FOS and accepted MyJars offer. I received the payout on day 11. I was a little bit concerned as had no acknowledgement after sending my acceptance & they deleted my online account, but on this occasion had no need to worry.
Good luck.
Luke says
I submitted a claim against Sunny to the ombudsman in July and I heard nothing until the 3rd October I received a letter through the post which was a copy of what the adjudicator has sent to sunny. It says he thinks they should refund everything from the 4th loan onwards. I think this is fair, he gave sunny until the 17th October to respond. Has anyone had any experience with Sunny? They originally rejected my claim so do you reckon they will also be stubborn and reject the adjudicators decision? Or are they known to usually just agree with adjudicator?
Dean says
Luke, I am having dealings with sunny at the moment. The adjudicator came back and said loans 6-47 unfair lending. I accepted; sunny rejected but offered me loans 25-47 which i then rejected. Been waiting for final decision since 16th july and no reply or decsion. One thing i will say is that sunny missed my adjudicator by 3 weeks but when i had looked into, they replied on time but took 3 weeks to get to adjudicator, it was not sunny being late. Hope this helps.
JOHN DICKINSON says
Hi there – complained to Uncle Buck and got this –
“Thank you for your recent email.
Please be advised the evidence you have submitted is from 2011 we no longer would hold any information for the account as we do not hold information in excess of 6 years old.
Regards
Customer Relations Department”
Any suggestions of what to reply?
John
Sara (Debt Camel) says
do you have bank statements showing these loans?
JOHN DICKINSON says
Hi Sarah – Yes I probably could get these.
Sara (Debt Camel) says
If you cAn get those, you. An take the case to the Ombudsman. Sending a SAR to UB is more hit and miss – if the data has been deleted a SAR won’t find it.
sam says
Hey
I thought I had a straightforward case with lending stream but they rejected it after 8 weeks
I had 40 loans over a 2 year period paying over £3k in intrest.
It went to FOS a month ago.
Any idea how long this case will take or how long it will till I will get any reply from FOS?
DP says
Hi Sara,
Thank you for this site. You have really done a service in informing us :)
My question is in regarding MyJar. They made me an offer and I though they were being fair so accepted (no funds transferred). Then I realised that they hadn’t disclosed any of the txtloans I had had with them previously. Felt a bit dishonest since it would have changed my claim completely.
I’ve told them that I do not accept their offer now in light of recently learned information. I was acting in good faith and they, in my mind, had been dishonest not to disclose this.
Mike_p says
Sam, Rejections are common – I had 16 loans with 6 running at the same time at one point but they rejected the complaint outright after 8 weeks. In my case it was about 2 months for an adjudicator to be assgined, a month for them to make their decision, a month for Lending Stream to respond to the decison (despite the adjudicator giving them 2 weeks), and then just under a month for Lending Stream to pay out.
Lending Stream are an awful company and delay and frustrate everything as much as they can. They also recently had some “technical problems” in paying out refunds, although very oddly this didn’t affect paying out loans or taking repayments! Their Trust Pilot page is full of stories like that. Hold in there though as a lot of people have reported winning cases at the FOS and are being refunded..
Mary says
Hi, I was looking for some peoples experiences with 247moneybox? I sent my complaint yesterday and have received an email today asking what I would see as a full and final settlement. They have also provided list of my loans with them totalling 15.
E says
Mary, I think that’s an automated response as I received the same email when I complained 4 weeks ago – I replied stating all interest from loans 4 onwards (as first 3 loans were really small and the interest was minute) plus the 8% on top – I haven’t heard anything since then. But then again they do have another 4 weeks to reply so not worrying too much about it.
Andy says
I said I wanted interest on all my loans + 8% and got a email a day before the 8 weeks was up and they refunded all my interest and I don’t think it was quite 8% but there was a bit extra.
Stacy says
Hi,had my reply from satsuma today,they said I told them on 24th I was not sending medical evidence,which is untrue, they have ruled I was able to afford loans,so ruled against me ,I’ve got the email where they state I had 2 weeks to send documents back from doctor for metal health, I’ve message them to inform them of this,very unfair.
Thanks
Sara (Debt Camel) says
Hi Stacy, I suggest you send your complaint to FOS right away. Satsuma hardly ever make a good offer and don’t negotiate, so trying to argue with them is just stressful.
in your complaint you should first say how the loans were unaffordable and then say how badly Satsuma has handled your complaint, although you have told them you have mental health problems, they have tried to use this to get you to withdraw your complaint by asking for infomration they don’t need and which you have told them you can’t get. say how upsetting and stressful this has been.
Then when your FOS complaint is in, phone them up and ask if it can be looked at stright away because of your mental health problems.
Stacy says
Hi sara
Thank you, 1 hand doesnt no what the other is doing,they haven’t even sent me my SAR, they are horrible company, making me ill, how do I send complaint to Ombudsman please, as I’m really overwhelmed by all this at themin,my health is spiraling out of control
Thank you
Sara (Debt Camel) says
I think the FOS online form is the easiest way – It’s here: https://www.financial-ombudsman.org.uk/consumers/how-to-complain.
That asks you all the things FOS needs to know such as is this a joint complaint, is anyone else complaining on your behalf, how yould you like to be contacted…. Attach the reply from Satsuma.
Robert says
Hi All,
Relating to a Sunny complaint, Just wondering if anyone has an idea of current timescales between rejecting an offer and having an ombudsman referred? Anyone had their case seen by an ombudsman recently? Sunny rejected my adjudicators assessment so it looks like i’m in for the long haul!
Sara (Debt Camel) says
Have you given them a bad review on Trust Pilot? https://uk.trustpilot.com/review/sunny.co.uk
Elaine says
Hi Sara
Thank you for your help . Your website has been a god send.
I have just put a review on trust pilot.
Hope to hear something soon.
Elaine says
Hi Robert
I am in the same position.
I am still waiting for an ombudsman to review my complaint .
It’s been 6 weeks since the adjudicator informed me it was being forwarded to an ombudsman.
I checked last week still waiting to be assigned to an ombudsman.
I will update on here when I have a decision.
Good luck – hope everyone has positive results soon x
Roly says
Not entirely surprising, but partners complaint about Satsuma has now been sent to the ombudsman as they hadn’t responded to the adjudicators findings. Fingers crossed it won’t be there too long, but won’t be holding our breath! Also had word this week that my Provident doorstep complaint is being held up by them not submitting data requested by the FOS. Am hunkering in for a long wait!!
Marty says
Has anybody had any joy at with Uncle Buck I am now 34 months into my complaint, they object all the way and am still with a FOS adjudicator it is absolutely disgusting something can drag on this long with no end in sight.
Jack says
Day 32 with Lending Stream after being promised the money last week. Now after speaking with them, they are not giving any time-scales, something appears to be seriously wrong. The Ombudsman has called them and didn’t really get good information from them, so have raised it internally and will give me a call back with what they think the next steps should be tomorrow.
Dale says
I got paid on Friday at 10pm which was day 30 for me. I feel your pain, it was hugely frustrating for me too. You will get it this week I’m sure but they are starting to slow right up on payments which is not a good sign, the same happened with WDA and I lost out on £2633 as they went bust during my 28 days, I’ll now probably only get around £100 of that.
Paul says
Were Trusted Quid formerly called Trusted Cash Ltd ?
Paul says
I just found a load of loans I had from them
Colin says
Hi Paul,
They have ceased trading but they have a parent company very much still in business. I complained to the directors but the emails bounced back so I just complained to FOS.
Paul says
If anyone has complaints against Trusted Quid / Trusted Cash. Here is the administration company in charge
https://beta.companieshouse.gov.uk/company/07112031/insolvency
https://www.google.co.uk/search?q=Carter+Backer+Winter+Llp
Sara (Debt Camel) says
you need to contact the administrators and ask how to put in a claim as an unsecured creditor
Darren says
Day 28 is tomorrow for me with lending stream so Friday would be the same as you Dale day 30. Fingers crossed haven’t seen any talks of them struggling and they are still currently offering loans.
Holly says
Hi Darren mine went in on the 27th day yes at 10 o clock in the morning and had an email as well on the 27th day
Jack says
Lending Stream paid out on day 32 at approximately 5pm. £1900 for me, finally. Was a hard graft!
Unfortunately now down to just Satsuma, left it too late for Wonga, PDE, WDE who all went into Administration.
Elaine says
Hi Sara
Trust pilot have sent an email saying sunny are asking for my details.
Do I need to ?
They did not agree with adjudicator at FOS so now waiting for an ombudsman to look at it .
Will it help my complaint if I send my details to them via trust pilot name address fos complaint number .
Thanks in advance
Sara (Debt Camel) says
it can’t harm your case and it will hopefully make them look at it.
Sarah says
Hi, I sent a letter to safety net on 28th August, they have today replied with:
Having investigated your claim fully it is our view that your complaint is valid.
In circumstances where the Financial Ombudsman Service finds in favour of the complainant they normally propose that a full redress of interest plus an 8% statutory interest repayment is made to the customer, with the principal outstanding balance being deducted from this amount.
Therefore, we propose that we redress all the interest that you have paid (£xx) plus statutory 8% interest (£xx). In line with HMRC guidelines we will deduct 20% (£xx) from your statutory interest.
We will also remove any interest that has accrued on your outstanding balance (£xx) and then deduct the interest you have paid plus the statutory 8% interest from your principal outstanding balance (£xx).
This will leave an amount payable directly to you of £5.51. Any adverse markers in relation to this SafetyNet Credit account will also be removed from your credit file.
This proposal reflects what is expected of lenders by the Financial Ombudsman Service (FOS) in situations such as this one.
If this solution is agreeable, please reply to complaints@safetynetmail.co.uk with your consent to this offer and the bank details for the account into which you would like the monies deposited. If no correspondence is received, no further action will be taken and the full outstanding balance of £xx will remain payable.
Holly says
Hi all just thought I’d let you know satsuma have missed 3 deadlines from the adjudicator next step the ombudsman I think 🤷🏻♀️ I am aware they are snowed under
Darren says
Day 28 with lending stream and money has just landed 2802.82
Terry Nicholls says
Day 28 for me also, not so lucky though, and I got a refusal from swift sterling (malta) to, still onwards and upwards, would not of had any if it had not been for Sara, and this site.
Emma says
Hi All,
I am currently waiting for QuickQuid and Lending Stream to give their final response (I am almost at the 8 week mark) Lending Stream replied a few weeks ago saying they are still looking into my complaint but I have heard absolutely nothing from QuickQuid at all. Anyone have any experience with them? Find it quite rude that they haven’t even acknowledged my complaint to be honest, and I had quite a few huge loans with them.
Jacky Stainton says
Hi, I started my complaint on the 15th Sept, so far I’ve had a reply from QQ asking for payslips, bank statements etc and loan details etc from LS. I presume I wont hear from either til much closer to the 8 week limit. Good luck to you.
Ts says
Just had £2250 refund from sunny today on day 14 of waiting. Not too bad, but the whole process has been terrible.
Have had £2500 from lending stream, £2300 from swift sterling. I rejected a £500 payment yesterday from Ferratum and have gone to the FOS, I am looking for closer to £3000, I rejected £3000 from SNC also, looking for something closer to £6500 and I have a complaint that has been assigned to an adjudicator against MyJar. Slowly but surely it is all coming together, I started this process back in June and have been quite lucky with waiting times considering some of the stories here. This comment section has been extremely useful listening to other peoples stories!
Paula says
I heard back from my adjudicator on Uncle Buck who have recommended they refund interest on loans 3 to 7 + 8% which equates to around £980. This is more than I thought I would have got, but I did have a very high number of loans at the time. In people’s experience, are Uncle Buck likely to accept? The adjudicator has given them until 31 October to respond. Thanks!
My loans are all from 2015 onwards.
Joseph says
Uncle buck were somewhat unwilling to play ball but after ombudsman told them what to do they did pay out fairly quickly, I think 2-3 days if I remember correctly.
This was from the proper ombudsman. I remember the adjudicator originally didn’t uphold it so I thought may as why escalate to ombudsman why not, and then was shocked but happy ombudsman decided to uphold
Mr PDL says
I had an adjudicator rule in my favour and gave a deadline for UB to respond by mid September They did (I’m not sure with what) and the conversation is still dragging on – suspect it is to do with loans over 6yrs. Good luck!
Stu says
I received a letter from the ombudsman today regarding my complaint against Cash4uNow and the ombudsman has agreed with the adjudicator and said they should not have provided 3 of the 4 loans given to me. Now a waiting game to see how long they take to arrange payment.
Helen Thompson says
Hi Darren I was day 29 today and have had various excuses including system error, I wrote a complaint to the FCA and copied in Lending Stream the money hit my account with a few hours of sending the email.
Chris says
Hi Sara (or anyone who can help)
I have been receiving emails from Lanturn after money that i had borrowed off Oakham. As Oakham have gone bust im not sure what i should do? I had multiple loans with them but didnt pay the last one.
Can i still put in a complaint with Oakham or is that pointless? Laturn are saying i owe them £206.
Any help is appreciated.
Thanks
Chris
Sar says
Hi Chris
Oakham haven’t gone bust they are still lending they offered me a loan 2 months ago! I would put in a complaint to them soon as. Hope this helps
Kirst says
Hello,
Looking for a little advice.
Does anyone have an experience with CASH4UNOW. I have an outstanding balance with them and a complaint where I am due a response today. However the are refusing to set me up an a payment plan, I have requested they put a block on my account until my complaint is resolved, is this the correct thing to do?
Also waiting for a response from cashasap, how likely are they to respond?
Thanks for all you help
☺️
Sara (Debt Camel) says
If a lender won’t let you set up a payment plan, you should cancel the CPA to them with your bank. Don’t ask the lender not to take money, prevent them from taking it.
Felicity says
Hello Marty – I got money back from Uncle Buck – initially they declined my affordability complaint, but when I replied saying I disagreed and that I would go to the FOS (also mentioned they were in breach of GDPR as they claimed not to have my records, when though my account was still open in 2014), got a quick response back saying I had been sent the initial email in error and that someone was looking at my case. I then got a phone call with an offer – on the last loan before I had entered a DMP – which I had rolled over 4 times – I also asked them to add the 8% statutory interest, which they did – and I accepted – an amount just over £200 – which was better than hassling for any more as I sensed I wouldn’t get anywhere. They said they would pay within 7 working days once I signed the Settlement form, but I had to chase for payment on day 8 – they apologised and arranged payment to my bank that day.
Marty says
Hi Felicity thanks for responding I am glad to read you got some success.
My case is so bad its bordering comedy gold. They once rejected my complaint when contacted by the FOS had the audacity to say my complaint was frivolous and vexatious…..this despite dealing with me and sending a statement of my account and rejecting my complaint.
They object every step of the way and I’ve dealt with loads of places however this is by far the worst I’m now waiting more time for jurisdiction issues which FOS say can take several more months this is 34 months now
Felicity says
I’m so sorry to hear you’ve had such a bad experience Marty and it sounds as though this has gone on for far too long. If it’s for a substantial amount, my advice would be to stick with it and continue to pester UB, and also speak to the FOS adjudicator about your options given this is still unresolved. At the end of the day though, you have to ask yourself, is it worth all the time/effort this is taking and can you say for certain that you will be awarded a decent amount of money when it has been resolved? I wish you luck either way, fingers firmly crossed for you.
Kirst says
Thanks Sara, So I have done this and it did prevent them taking the funds, however I don’t want this to affect my credit score and incur additional charges more than necessary. They for whatever reason don’t want to set me up repaying but I can’t afford to pay the amount they want.
If I don’t receive a response to my complaint today should I just send it straight to the FOS?
Sara (Debt Camel) says
A payment arrangement will also affect your credit score. There really isn’t a way around the fact that if you can’t afford to pay, then that affects your credit record, but of course if you win your complaint all negative marks will be removed.
What you mustn’t do is borrow elsewhere in order to be able to make an unaffordable payments. Do that and you never get out of the payday loan debt trap.
How many loans did you have from them?
What is the rest of your finances like? Do you have other debts you are struggling with?
If you haven’t had a response at 8 weeks, I would phone them up and ask why not? If they promise it in a day or so, it’s worth waiting. Asking for longer and I would send the complaint to FOS.
NA says
Hi All,
Still following this with great interest and keep the stories coming in for sure! Update on my stuff;
SafetyNet Credit – By far the best company i’ve dealt with, both with borrowing & claiming. Written off ~£580 and i cleared the account the following month. They also agreed to remove all credit file entries from them
Welendus – Raised directly but rejected, as it was only £200 in interest i decided not to pursue
Lending Stream – Raised with them directly & rejected. Sent to FOS 3 weeks ago, no response from them yet
UncleBuck – Raised with them directly & rejected. Sent to FOS 1 week ago, no response yet
Ferratum – Raised directly 6 weeks ago, acknowledged but no decision
P2P/On Stride – Raised directly 6 weeks ago, acknowledged but no decision
Satsuma – Raised directly 6 weeks ago, acknowledged but no decision
MyJar – Raised directly 6 weeks ago, acknowledged but no decision
QQ – Raised directly 6 weeks ago, acknowledged but no decision
Swift Sterling – Raised directly 6 weeks ago, acknowledged but no decision
PiggyBank – Raised directly 5 weeks ago, acknowledged but no decision
KS says
I am currently waiting for Satsuma to respond to the FOS. This has been going on for months and the FOS seem happy to just wait for Satsuma to send the information, which – lets face it – they are not going to be in a hurry to do. I keep asking the FOS as to whether they have set a deadline for Satsuma to respond and they just keep ignoring my question.
I appreciate that Satsuma might be snowed under but the cynical side of me says that they are deliberately delaying moving the claim along because it is not in their interest to do so. Personally I think the FOS should be a bit stricter in enforcing these deadlines otherwise this can just go on indefinitely!
Holly says
Could be , who knows !! Good luck
Chris says
Hi
I put in a conplaint to Myjar and their 1st response was that they couldnt find my account and asked for more details. I checked some old emails and clarified my Name, address, email and DOB, which were all the same as in my 1st email to them. The only detail i couldnt find that they asked for was the phone number i had when i registered. Anyway they have replied today saying:
We conclude that we have been unable to locate an account for you on our systems; therefore, we have been unableto investigate the matter raised.
They have said that this is their final response.
The only reason i can think that they cant find my account is that it was originally with Txtloan. This is because they changed name to Myjar, but even that seems a weak excuse as i continued my loans with Myjar after the name change.
Shuld i escalate to Ombudsmen or something else?
Any help appreciated
Thanks
Chris
Sara (Debt Camel) says
Do you have proof of the loans and what you paid on your bank statements?
I suggest you escalate to FOS – Myjar aren’t going to change their mind until FOS starts asking questions.
Matt says
Since 2013 I’ve taken out 24 loans with lending stream and they’ve offered me 234 on one of the loans I’ve gone down fos route as I’ve paid more then 16k back to them for around 8k of borrowing, the cycle is terrible as u all know fingers crossed how long does it take to get a response from them once u sign the forms?
Chris says
Ok brilliant!!
Ill do that, see what happens next.
Thanks a lot, id just like to say that this site has been great for me.
I was literally on the verge of using a claims company but changed my mimd after seeing this site.
Now have got double figure complaints going on at the moment all raised myself!
So thanks again and hopefully will get some desperately needed money back at some point😁🤞🏼
Chris
Sara (Debt Camel) says
it’s pretty safe to say you would not get more back by going through a claims company. And by now they would probably have told you to give up on the Txtloan complaint…
Chris says
I agree, i really hope more people wise up and do it themselves! The claims companies are worse than the companies theyre claiming against, just money grabbing to money grabbing!
Anyway keep up the good work and thanks again.
Chris
Roly says
Utterly gobsmacked… Lending Stream payout paid into bank tonight, only day 23 after accepting offer via adjudicator. Couldn’t have come at a better time as funds have been tight and just over £2200 means I can get everything up to date! Thanks Sara…. still a number to go, but things are slowly moving in the right direction.
Cheryl says
Hi.
I had a complaint to Sunny refused by them for a £750 loan. One of the reasons given was that I only had one loan from them . Is this a fair decision. Thanks.
Sara (Debt Camel) says
It’s hard to win a one loan case, unless it’s large – or large in relation to your income. £750 could be large for someone on a low income or benefits.
Elle says
Got an email from my adjudicator over 4 weeks ago now saying she had all the info she needed now to look at my sunny complaint. But still nothing. She did email me last week asking if I minded her mentioning gambling in her assessment. I replied with an hour but have heard absolutely nothing since. I thought I would have got her decision this week for sure but nothing!
Sara (Debt Camel) says
Ask her next week what is happening.
Simon says
My adjudicator took months to come to a decision for Sunny as they were taking ages (im guessing on purpose) to provide her with any information. She picked up my case in June and I only got her decision last week. I am hoping they agree as no doubt it will be into 2020 for an ombudsman decision!
40fantastic says
Is it worth making a claim about current lending processes with Lending Stream? I always use them (I know I shouldn’t) as they never refuse; however, after issues with their system today where they said my payment had been declined I ended up paying twice and I’m now screwed for the month.
They have a link to your bank; however, my account isn’t a pretty picture and they still lend?
Sara (Debt Camel) says
It definitely is. If you have borrowed a lot from them without large gaps between the loans, you could get a refund of the interest you have paid on the later loans. people have had thousands back from LS…
BUT you should also complain and insist they return your additional payment immediately.