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?
Al says
Long story short, lending stream have agreed with FOS and my 28 days for payment is due by 22 Nov. I haven’t received it yet and after the hurdles lending stream have put up previously I am sceptical they will pay out on time.
If I don’t receive payment on time, is there any thing I can do from a legal stand point?
Thank you
Adam says
Anyone with experience a general idea how long do satsuma take to reply to adjudicator? Do they reply within the timeframe given and do they usually accept adjudicators decision?
Thanks
Joseph says
Terrible, like all of them, just got to ride it out and keep the pressure on. You’ll get there!
Marie says
Hi all
I just wanted to ask if anyone has had any experience with making complaints against uncle buck?
After they rejected my complaint, I went to the ombudsman who have found in my favour, but have given uncle buck two weeks to respond.
Has anyone got any experience with this? Do they usually refuse to pay and how long does it usually take to get resolved and paid?
Thanks
Si says
They dont pay on adjudicator decisions usually goes to full decision
Marie says
Thanks Si
How long should I expect for it all to be finalised?
si says
no idea I am in the same waiting game I’m afraid, they did not comply with my adjudicator so have to wait for full decision
StevieC says
I have waited 4 months for the ombudsman decision against Unclebuck which came through on Friday. Ombudsman has acknowledged my acceptance today and informed them, although I am sure they will not be quick to deal with.
Laura says
Hi
Does anyone have any idea how quickly lending stream pay once you’ve accepted decision from FOS?
Thanks
sam says
28-30 days by the comments and feedback.
how long did you wait for the fos to get involved?
Mike_p says
Anywhere between 12 and 32 days going by what people have reported here, even though they are meant to do it within 28.
Amy says
For Sunny complaint recently passed to Ombudsman queue, thought i’d ask if they could give any idea of current timescales and had reply to advise that as expected they can’t say how long it will take to resolve due to the number of other people waiting for a decision, which is fair enough, and just thought would share with anyone in the same boat. Probably need to just let things be but did see a post about other people having made some headway via other routes so any advice wouldn’t harm :)
Unfortunately ML declined my suggestion they look to refund me the second loan given the roll overs, as they’d confirmed my employment / salary and credit checks. So nothing to lose by referring on.
Seeing light at the end of the tunnel now only things left are to await UB response re their partial offer and response from Savvy not upheld, Sara do you know whether installment loans have much luck at FOS?
Thanks again all.
Simon says
Hey Guys,
Good new about Sunny today. They have agreed with the adjudicator to uphold loans 6-56 of my complaint. Deffinately chase up the FOS if you have not heard anything as Sunny actually replied to them on 23/10/2019 but the FOS still had not told me! Just sent my bank details to Elevate (Sunny) directly as the FOS are obviously moving at a snails pace!
Simon
Thom says
Hi Simon,
Well done. I have just received an email from Sunny saying they will repay interest on loans 27-64. How long did it take for the fos process your complaint. I’m wondering if it’s worth accepting their offer or pursue it with fos? Any advice gratefully received.
Simon says
They accepted at adjudicator level for me and I think I am really lucky! The adjudicator picked it up in may and sunny replied the end of Oct. I’d hate to think how much longer I would have to wait if I had to go to ombudsman level. Prob be 2020!
Sara (Debt Camel) says
I am expecting Ombudsman decisions to be moving a lot faster now! The huge backlog caused by QuickQuid’s prolonged refusal to pay on loans over 6 years or other situations has gone.
Thom says
Thanks Simon and Sara for taking the time to get back to my post. Your result was what I thought would of been the best case scenario for my complaint and I think if I pursued it with fos that might be the end result. My loans were consistently one after another so I’ve calculated it to be an extra £2000 approx if the fos agreed for loans 5-26 included.
However I’ve thought about it and decided to accept their offer (3500 plus interest). I feel that the offer is more than I expected first up from them. They are removing loans 27-64 off my credit file. The main reason I have accepted it is because I had a complaint in with another lender, quickquid. I don’t really want to risk the same thing happening to Sunny whilst the case is stuck with fos for 6/12 months! In a perfect world I would of liked more loans removed from my credit file. Although I’m still hopeful the quickquid loans can be removed from my credit file at least.
I am a bit concerned that when I try to get a mortgage in a couple of years time that these loans will have a seriously negative effect.
Sara (Debt Camel) says
You need to do the arithmetic.
How much interest are they refunding on the 27+ loans? (Ignore the 8%. Stature or compensatory interest they are also adding, for the moment.)
How much interest did you pay on the earlier loans?
If the later loans were generally bigger or repaid more slowly, or there are some very big gaps of a lot of months with no borrowing from Sunny this offer could be a large proportion of what you might be refunded at FOS. If the later loans are smaller or settled more quickly , then it could be a dreadful offer.
If they are all similar with no big gaps, you may be being offered about half what you may get through going to FOS. At FOS you normally won’t get the first few loans refunded. It may be 3, it may be 7, it depends how large they are and if they are tending to go up.. the 8% added interest will be more on the earlier loans.
But also think do you think the amount feels to you to be a fair offer for the problems the Sunny borrowing caused you. This is a very personal decision. Just because you may be able to get more doesn’t mean it wrong to accept something that feels
OK to you.
Laney says
Used template provided on Debt Camel for My Jar loans- after irresponsible borrowing on my behalf (i was a repeat offender until i got a bonus and stopped) and lending on theres, i have had a settlement figure directly from them within 8weeks for £15000. Settlement form signed and sent back and the money should be in my account with 7-14days! And credit file corrected! Happy days!
Shaun says
Did you have to via the FOS?
Paula says
I have had a response from my adjudicator in relation to Lending Stream. She has suggested loans 7 to 10 interest refunded but has gone on to say “Miss also borrowed a further 32 loans between 26 July 2015 and 3 September 2018
ranging from £50 to £480.
There was a gap in borrowing of around 8 months between repayment of loan 3 and loan 4
being taken. I’ve taken into consideration the impact it had on Miss overall borrowing
and in turn the level of checks expected from you in my assessment. Therefore I have
restarted the lending relationship.”
So does this mean she hasn’t taken any of these into consideration despite me having borrowed over £8,000 whilst having a very large number of other loans?
Paula says
I have gone back to clarify but imagine this will need to be escalated so in for a long wait.
Sara (Debt Camel) says
Adjudicators do change their minds sometimes!
Paula says
Turns out I had misunderstood the response from my adjudicator. She had not listed the details of the further 32 loans from Lending Stream but she has suggested that they refund the interest and charges on them. Just need to wait until they respond, they have until 2 December but I won’t hold my breath.
Andy says
The Fos seem to have speeded things up I only sent my complaint about sunny 3 weeks ago and they’ve emailed me for there final response already hopefully a decision soon :)
Ade says
Just spoke to FOS about the ombudsman wait times. Reply was 10-12 months. My complaint is with sunny out of 90 loans they are willing to upheld loans 51-90.
Iain123 says
Tough one! Hold on for the full amount or wait for an Ombudsman?
Iain123 says
Sara.
H&T going into Administration?
Sara (Debt Camel) says
At the moment it looks like just not giving unsecured loans, the pawn broking is unaffected. See https://www.theguardian.com/money/2019/nov/18/pawnbroker-halts-short-term-loans-as-fca-launches-review.
sam says
Hey Sara
What does this mean with appealing to them?
i have a loan in march 2018, for £500 and paid back over £950.
I emailed and got a responce saying they were looking into it about 5 weeks ago.
Sara (Debt Camel) says
I would expect you will get a reply to your complaint. I doubt this means current complaints are being put on hold.
Francesca says
Hi Everyone
I submitted a complaint to MyJar a couple of days ago, today they tried to take £1600 from my bank account with no warning. the £1600 is the remainder of the loan (not including interest.)
When I rang them they said it was an accident and they’d actually meant to put my account on hold while they investigated, not take the remaining balance.
I wondered if anyone else has had this experience and whether you believe it was an accident? I just thank God I didn’t have that much money in that account for them to take it all in one go!
Thanks
Fran
Sara (Debt Camel) says
From other people’s comments, Myjar usually put accounts on hold with no fuss.
Mike_p says
When I complained they put my account on hold without me asking and they were very reasonable to deal with throughout the complaint so I’d take it to be a genuine mistake.
Teedee says
Been trying to post on here all day but it doesnt seem to go through. I’ve been made an offer from lending stream and I’m not sure it’s right.
Loan 1 £180 june 2010
Loan 2 £215 september 2010
Theyve offered to take off the interest and charges coming to £241.50, which is £151 interest paid and £90 8% annual interest.
Does that sound right?
Sara (Debt Camel) says
Is the £151 interest paid correct?
Teedee says
I think so. according to the statement they sent through. I only made 2 payments on loan 1, they then gave me loan 2 and I didn’t make any payments. on that one. So interest paid was £151. I cant remember if that is correct, so have to go by the statements.
Steve says
Hi Sarah
Just got my reply from Switft Sterling gone back to them with my credit report and bank statments I had 6 loans in a chain as follows, all there are offering as GOGW is the interest from 5&6 with no 8% I am not prepared to except that if thats there final offer but see what they say.
09/09/2017 – 23/11/2017 – Borrowed £300 – Interest £146.90
24/11/2017 – 23/03/2018 – Borrowed £300 – Interest £216.45
28/03/2018 – 23/07/2018 – Borrowed £200 – Interest £144.95
24/07/2018 – 23/11/2018 – Borrowed £300 – Interest £229.70
17/12/2018 – 23/05/2019 – Borrowed £300 – Interest £206.55
24/04/2019 – 23/07/2019 – Borrowed £200 – Interest £99.79 repaid early.
Thanks
Steve
Sara (Debt Camel) says
Have you said what you would settle for? Looking at those loans you might also get loan 4 refunded by going to FOS but it’s unlikely you would get loan 3 or earlier.
Steve says
Hi Sarah
Asked them to include 4 and the 8% would the fact that at that time I was paying more than my salary to payday lenders had 3 long term and 4/5 payday lenders each much at that time. Uncle Buck and my jar changed there decision when I sent in my bank statements and credit report.
Thanks
Steve
Sara (Debt Camel) says
So you have made them a sensible offer – they are a small lender and I don’t know how they will respond.
steve says
Hi
Sarah
Just to let you know they came back with 4,5 and 6 with the 8% so accepted this so takes my upholds now up to 6, 2 with FOS 2 more in discussion with and 3 awaiting final response from with my dealine next Monday. My biggest chains are with the fos but already got £2000 back and that should double when safety do my revised calculation.
Thanks Again
Steve
Sara (Debt Camel) says
good to have another one sorted quickly. I will make a note that SS respond to sensible offers.
Dana says
Last year I got a large loan with MyJar for £2500 as I was desperate to try and consolidate other pay day loans and having financial difficulties etc, after a quick fix I realised the repayment of £425 a month was completely unmanageable and unaffordable, I complained the MyJar with 2 months that they had lent irresponsibly and they contacted me telling me they’d remove the interest without affecting my credit file, they allowed me to propose what I’m comfortable paying back over a period of 12 months, we agreed £80 a month.
However, I’m approaching the 12th month (basically Christmas) and realising the final instalment is a whopping £1500 and I have no means to pay this. What can be done? Should I contact them to ask for an extension? On my credit file this loan shows up as grey, listed as “agreed arrangement”, which I don’t think affects my credit file as that was one of the conditions. I’m concerned this could ruin this?
Any advise would be much appreciated.
Lisa G says
Hi Dana, I hope you don’t mind me responding. I’m currently on an agreement with MyJar to repay a high loan too. Paying back £100 per month on an original £3600 loan (£6300 with interest). I also complained about irresponsible lending and the interest and what I’d already paid has been removed leaving a balance of £2300.
When I set up my arrangement I explained that in a year my financial situation won’t have changed for the payment to increase, they said I just need to call them again and they’ll extend the repayment plan.
So I’d say, from my experience, call them, they’ll extend you paying £80 a month again. They’ll probably ask income / expenditure again but they’ll accept the plan (£80 PM) you’re already on, I’m sure.
Sara (Debt Camel) says
An arrangement which let you pay £80 a month then £1500 at the end is bizarre. Go back and say you want to carry on repaying the rest at an affordable rate.
As they have agreed the loan was unaffordable they shouldn’t be adding a default or late payment markers to your credit record.
Paul Wakeman says
On 01 October 2019 I received an EMail from Lending Stream stating that they had processed my refund and had raised a request with Experian to remove the loans from my Credit File. I appreciate that it can take 30-45 days for a loan to be removed but I have just signed up to Check My File and these loans are still showing. Do I go back to Lending Stream to ask why they have not been removed or do I go back to the Adjudicator? Many Thanks.
Sara (Debt Camel) says
I would give it another month. And cancel that Check My File subscription. You can see Experian data for free use MSE’s Credit Club.
Paul Wakeman says
Thanks. Will do. I haven’t subscribed to Check My File, just signed up for the free trial which will be cancelled. Just wanted to see how the reports differ from the other 3 :)
Lani G says
Hi,
I had a SafetyNet Credit account a few years ago which i defaulted on and was sent to a debt collector (not sure which one).
I was then approved for a second account in December 2018, I’ve used it, and been given increases and the like all year, but in the background I had a gambling problem, was borrowing from multiple lenders at the same time (sunny, 247, lending stream, moneyboat etc etc) I’ve downloaded my statements and in 12 months ive borrowed over £10k from safety net.
Do i have a chance at a refund at all?
JA says
Yes I think you would have a strong case as it’s quite clear you’ve had problems with them in the past so they should of done more before giving you credit.
I would also recommend GAMStop if you’re struggling with gambling still.
Lani G says
Thank you JA, I’ve sought help and self-excluded from a number of sites so hopefully actually admitting it and removing temptation will help. I just want to move on now but repayments to these payday lenders are crippling me.
Mike_p says
You should have a good chance – I borrowed from them over a period of four months and they upheld my complaint and refunded the interest. It was all sorted within 2 weeks of sending the initial complaint.
Sara (Debt Camel) says
I suggest you put in complaints to all your lenders, And that you talk to StepChange about a debt management plan so you only pay an affordable amount each month. See https://www.stepchange.org/how-we-help/debt-management-plan.aspx
Lucy says
Thanks again to this website just had a £980 written off for a loan I had with mr lender.
Feel like I have won the lottery that’s the 5th loan written off
Turtle says
A couple of my cases have not gone my way at adjudicator level so are waiting for an ombudsman to review. Anyone had much luck with an ombudsman overturning an adjudicators decision?
ClaireR says
I have two cases been waiting for an ombudsman review since February this year, and the last update I had about 3 weeks ago was that they were still awaiting to be assigned, so expect a long wait!
Sara (Debt Camel) says
This is very much case by case. Other people’s experience really doesn’t help you.
Your LS case isn’t straightforward because of the large gap between loans 3 & 4. But as loan 4 was so large I think this is worth taking to the Ombudsman.
What is your other case?
turtle says
The other case is with Moneyboat.
DATE LOAN DATE PAID INT
30/08/2016 £400.00 23/09/2016 £67
26/09/2016 £600.00 20/01/2017 £392
28/02/2017 £300.00 21/08/2017 £224
27/09/2018 £500.00 22/10/2019 £462 (PAYMENT PLAN)
Turtle says
My argument that even if they consider the 13 month gap to be a new lending relationship, the fact that I entered a payment plan for loan 2 (loan of £800) surely means additional checks should have been made before granting another loan? instead they granted me a larger loan of £1000.
Not feeling confident of this one being overturned really. I thought it was one of my strongest cases tbh
Ronron says
Hi Sarah
Can you please help with my next step regarding the below? i have now come to the 8 weeks period
SUNNY- claim rejected
DRAFTY- no reply since they send the loan agreements and statements
SATSUMAS- (keep getting email with this reply.)We are sorry that we have been unable to resolve your complaint at this time.
We can assure you that this matter is still under investigation and is receiving our urgent attention. We expect to be able to provide you with a full response in due course.
EVERYDAY LOANS- rejected on the fact that i am too late to make a claim and my loan is over 6 years ago. they are using the miss sold PPI deadline as an excuse. but my complaint was about irresponsible lending. it is true that i did not make a PPI claim because i did not know i was paying PPI until they send me the loan agreements and statements.
thank you for your help
Patrick says
Good Afternoon Sara,
Thank you for running this blog,
Do you know if H&T will be reviewing loans over 6 years old, as mine were from 2011.
Thanks
Patrick
Sara (Debt Camel) says
The only information is what is given in H&T’s announcement here: https://www.handt.co.uk/media/6568/ht-fca-review-press-release.pdf.
That says it is reviewing loans over the past 6 years.
But if you feel you have a complaint about loans before then, I suggest you make the complaint asap and send it to the Ombudsman if H&T reject because it is over 6 years old.
SN says
Hi Sara
If I raised a claim 5 weeks ago, do you expect I will hear back within the 8 weeks given the press release? Hopefully this means redress will be considered as there is clearly some wrong doing!
Thanks! :)
Sara (Debt Camel) says
I don’t know what the timescale for your getting a reply will be, but I expect H&T will be doing their best to get current complaints right.
Patrick says
Hi Sara, I had a complaint rejected in 2015, but I didn’t go to the ombudsman, I take it that I’m too late now
Sara (Debt Camel) says
yes you are :(
Susan says
Hi
I have just had a response from Lending Stream they have made me an offer of £200 back on 3 loans out of 30!
I have put the case through Resolver, should I refuse the offer and escalate the case? Not sure what to do or just accept their offer?
Thank you
Sara (Debt Camel) says
It sounds a very poor offer! Yes, escalate it to FOS.
Cazza says
Has anyone had a positive outcome with Lending Stream? I have written regarding 22 loans for over £10k with interest charges of £3300.
The loans (all bar one were consecutive or overlapping).
I’m awaiting a response.
E says
Mine is similar to your lending. They declined and it went to an adjudicator who upheld some of my loans. They had until yesterday to agree with his decision and haven’t heard a thing. I expect to wait another couple of weeks
Sara (Debt Camel) says
Leave them a bad review on Trust Pilot for nor replying to the adjuidcator in time: https://uk.trustpilot.com/review/lendingstream.co.uk
Sam Hawkey says
yeah same situation as me. 3k in interest to with about 10k burrowed. all overlapping within a year
They rejected all mine after 8 weeks.
expecting a few months wait now
Harry says
Was just wondering roughly how long people have been waiting In que for an ombudsman to receive their complaint been waiting a few months now for my complaint with sunny to get to final stages of ombudsman after adjudicator saw in my favour but of course sunny disagreed so having to wait longer so just wondering how long other people have waited? Thank you
Joseph says
Quickest complaint for me was a wait of roughly 3 months (Mr. lender), and longest wait was 7 months (Capital One), all other complaints with companies like Quick Quid, Lending Stream, Satsuma somewhere one between
Harry says
Thank you was that 7 months from after the adjudicator sent it to the ombudsman?
Ray says
had £100, £300, £300 and £500…each one taken out the same day as previous was paid off
Sara (Debt Camel) says
So go back to UB and say you will settle for a refund on the last loan because that is what you will probably get if you have to send the case to FOS.
Ray says
Cheers Sara, will do that
SN says
Hi
I just want to say a massive thank you, I have today received a figure for £1800 from SNC along with them taking interest of my balance meaning once balance is cleared, leaving me with £1200 payable, just in time for Christmas! Took 6 weeks but so worth the wait. Now to hear back from Mr lender, peachy, H&T, Amigo, Buddy, Piggybank and Myjar! Will keep you posted :)
Richard white says
Hi sara,ive just recieved an e mail OFF QUICK QUID saying we are sorry we have not been able to assess your complaint sent on the 25 sept 2019 and need another 2 wks to assess it!! If im not satisfied to contact the ombudsman with there address.im confused,id written that off with them going under! Is this a generic email do you know?? Thanks
Sara (Debt Camel) says
Sounds like it!
Lucy says
I’ve just received this email from quickquid too. I guess it’s more to do with the administration as when you go on the website it explains it all there
Lucy says
Hi. I just wanted to say a massive thank you to this site. I was considering using a company to help me with over 20 different payday loan companies. But I decided to do it myself after looking at this site.
I have had some real success
Wagedayadvance £121 loan cleared and £466 redress
Piggy bank £247 loan cleared and £571 refund
247 money box £518 loan cleared and £104 refund
Just waiting on a few more Mr lender have sent a response in the post so I’ll let you know. And I’ve put in complaints to lending stream, safety net credit, sunny, uncle buck.
Like everyone else still waiting on wonga but we will see luckily I don’t owe them any money.
Like a lot of people I fell in the payday trap for one reason or another. This site has helped massively I never thought the payday lenders would take me seriously with a complaint email but that is all I had to do one email. I’m obviously really happy about the refunds but the fact that my debts are getting cleared one by one is the best feeling ever.
Sara (Debt Camel) says
Good going. If Mr Lender make an offer, they will often negotiate and include an extra loan or two if you go back and say why you think the a particular loan should also be refunded.
Elaine says
Anyone have any luck with provident? I wrote to them on 5th October and had an email 2 weeks ago saying they were still not able to give a final decision. I can escalate in 10 days. Tia
Sara (Debt Camel) says
All the discussion about provident – who are VERY slow – is on this other page: https://debtcamel.co.uk/refund-doorstep-loans/
Elaine says
Thank you. Would you recommend going straight to ombudsman or wait and escalate in 10 days?
Scott says
Hi Elaine,
You can’t go to the FOS until you have either received a final response or 8 weeks have passed since you raised your complaint.
As you submitted your complaint on 5/10, your 8 weeks won’t be up until 30/11
Scott
Elaine says
Thank you Scott. I’ll escalate in 10 days and if no luck then I’ll send to FOS. Trouble is I don’t have my old provident books and they haven’t sent me details of my loans like I asked. I know I borrowed at least 5000 off them over about 9 years
Scott says
Hi Elaine,
Have you actually submitted an unaffordable lending complaint or are you just trying to get details of your loans first?
If you have submitted an affordability complaint, then once you take it to FOS just tell them you had X amount of loans over X amount of years. Tell them that Provident haven’t supplied you with details and ask FOS to get them and supply you with a copy so you can work out if an offer is reasonable.
Same if Provident offer direct, you can’t make a decision on whether an offer is reasonable without seeing what you have borrowed and paid back.
Scott
Elaine says
I have submitted a complaint I will email again asking for details. Have a feeling I won’t get a reply within the 8 weeks!
Kerry says
Hi Elaine, I had the same problem with provident, they didn’t send me my SAR I had requested.
Send them an e-mail saying something along the lines of “I have still not received my SAR request from yourselves which I believe should have been forwarded onto myself within one month. If I do not hear anything in the next few days, I will report this to the information commissioners office”
I sent something like this and had a reply to say it had been logged after 4 days and then around a week after that, they e-mailed my SAR.
Elaine says
Thank you i will do that. I know i had loans for about 9 years but unsure of the exact amount
Elaine says
Kerry have you had any success with them?
Bubbles says
Hi Folks,
I sent a letter of complaint to Piggy Bank for irresponsible lending and they have agreed and upheld my complaint and have agreed to refund me the interest of £1000. I wouldn’t have done this had I not come across Debt Camel and Resolver :)
Liam Pritchard says
Hi I emailed Welendus regarding irresponsible lending on the 10th October and I am yet to hear anything back. How long do they have to reply before I can refer it to the FOS? Does anyone have any experience dealing with this company?
Sara (Debt Camel) says
8 weeks before you can go to FOS
Kerry says
No the last I heard from them was an email 3 weeks ago (at the end of the 8 weeks) saying they haven’t been able to resolve my complaint as yet so I have forwarded it on to FOS
MnM says
Hi Kerry
My complaint that Provident never gave me a final response for has been with the FOS since July. Apparently it’s only a small team that deal with doorstep lenders and have a huge back log. I’ve been told it will be many more months before it will be picked up.
StevieC says
Anyone know how long it takes for UB to reply after an actual ombudsman decision. They said if nothing heard after 8 weeks get in touch with them.
Chris says
Hi all I used my complaint email using the resolver tool I received an email from fos today asking for my bank statements an credit file and any corespondece with Sunny with using the resolver tool an escalating to fos am I right in saying that they will already have the correspondence with Sunny an loan amounts etc as they were already attached through the tool? Also how would I get a copy of my credit file ? An would I just send my bank statements through post thanks
Dean says
Hi, anyone on here know how long sunny take before paying redress? They said within 30 days but not sure if they Wait till the last day or wait till beyond the 30 days as it has been 24 days already?
Thank you and much gratitude for this blog which has a been a big help and a god send.
Elaine says
I got mine late at night on the 29th day
Dean says
Thank you for confirming Elaine. I guess at least now I know they pay out albeit it on the last day, shameful!
Pee says
Got mine pal on day 32. But at least I got it. Always a few days after the 30 day deadline that you are told. As they say they met their deadline cos were working off a different date.
I’m sure you’ll get it soon
Dean says
Shocking how they get away with it. I will confirm when/if I get mine!
Anthony says
Hi Sara, I had a loan complaint partially upheld with Peachy earlier this year. Although it doesn’t explicitly say that they would remove negative info from my credit file I kinda assumed it would be. Do you think that they should have made the correction or was I a bit slow not checking before accepting the offer?
“However, after further investigation, it is our view that we could have done more to assess the suitability of your last 6 loans since a pattern of frequent borrowing emerged then.
Based on all of the above, it is our view that your complaint should be partially upheld. To put things right, we propose to refund the interest and charges you paid on your last 6 loans in the amount of £481.21. Since your last loan remains outstanding, we will reduce its balance to the remaining principal sum you borrowed, £255.85. The refundable amount will be credited towards closing the outstanding balance, thus bringing the refundable amount to £225.36.”
Sara (Debt Camel) says
So the only negative info was on the last loan?
Anthony says
I think so as I had a total of 11 and was rolling them over month after month so it would have been the last loans that defaulted.
Sara (Debt Camel) says
Then it is only the negative info on the last loan that needs to be deleted. Do check your credit record first though before going back to them.
Paul says
Has any one ever dealt with cashasp.co.uk ? i had 10+ loans with them. I filed an affordability complaint 3+ months ago, still no correspondence from them. They also have no direct line/customer service so impossible to talk to anyone about my case. Any advice will be appreciated.
Sara (Debt Camel) says
Send it straight to the Ombudsman. Do you still owe them money?
Paul says
Update : i resent my initial email and they got back to me promptly and redress me the amount i was looking for on the same day…wow quite surprised on how quickly they acted. Thanks Sarah
Andy says
Had my final.response from.satsuma and they didn’t upheld any of my 15 loans with them , this one off to Fos
Sianyyy says
Hi all
My Satsuma complaint got picked up by an adjudicator one the 25/10 I have sent him 4 emails asking for an update and I have had no response.
How long should the adjudicator take? Other outcomes were done within 2 weeks.
Thanks
Sian
Sara (Debt Camel) says
It depends how complicated the case is. I would phone up if it gets to a month.
Sianyyy says
I had 2 x loans with Satsuma 1 for £700 and 1 for £2000 which I have an outstanding balance of £1224.00.
Satsuma rejected the complain stating adequate checks were completed. At the time I had loans with Lending Stream, MyJar etc alongside credit card with Vanquis, Capital One and 118.
I know they like to take there time in communicating with the FOS but I would of thought the adjudicator would respond to emails asking for an update.
Sianyyy says
Adjudicator came back today does not uphold the complaint which is disappointing. Sent credit
File and bank statements which show other payday lenders such as lending stream my jar snc etc still being used at the time of the second loan. Alongside persistent gambling. Don’t know if it’s worth highlighting this and getting him to look again or if it’s worth going to ombudsman?
Sara (Debt Camel) says
This is Satsuma? Yes, ask him to look again – those were very big loans. If he doesn’t change his mind, ask for it to go to an Ombudsman.
Sianyyy says
Yes it was satsuma he stayed there was nothing from the information he could see an issue? I’m not fussed about the 1st loan it’s just the second one as my income dropped I had to use various other methods to try and pay such as student loan etc. Will push back with this info and get him to look again.
Sara (Debt Camel) says
yes. This is definitely worth taking to the Ombudsman if the adjudicator won’t reconsider.
ELle says
Hi all
Would love your advice. So adjudicator rules in my favour against sunny from loans 5-43
Sunny have finally come back and offered from loans 15-43.
The difference in interest is about £600 that I would be losing.
What do you think? I am not sure it is worth going through and having to wait for the ombudsman. It could take months plus always a risk that they won’t agree. Yes £600 is a lot of money but the redress they are offering is £5000 so I would be getting that.
The only other thing is it’s not just about the money. I want to get a mortgage and taking their offer would leave another TEN closed loans from sunny or account.
Elle says
Would leave another ten loans On my credit file*
Steve says
Hi E
No not heard anything else since I sent in my information proving my second account giving them until tomorrow then but ringing up to complain.
Thanks Steve
E says
I do recommend leaving a one star review on Trustpilot- they contacted me through that asking for full name and they’d investigate- couple hours later I got my offer. They don’t like negative reviews
steve says
Thanks E did that earlier.
Cheers
Steve
E says
Fab news about your redress x they really don’t like bad reviews! I accepted yesterday and had email today saying monies would be paid into my bank by close of business next Friday so not long to wait x
E says
Hi Steve, have you had funds yet? Today is day I am supposed to receive mine – nothing yet. I’m guessing They will leave it until the very last second of the day
Mike_p says
Can you make complaints against The Money Platform, given they they are a peer to peer lender?
Sara (Debt Camel) says
A few people have complaints in about P2P loans. Give it a go! Use the template letter over here: https://debtcamel.co.uk/refunds-large-high-cost-loans/.
Mike_p says
Is that the right template if they were similar to payday loans? I had about 5 in total ranging from £250 to £500, all over three months.
Sara (Debt Camel) says
oh, no, in that case, use the normal guarantor loan template. I haven’t seen such small P2P loans being mentioned.
John says
Hello. Has anyone referred a complaint about H&T to the FOS.?
I sent mine to FOS on 10/01/2019 and haven’t had anything other than a letter a few months ago saying “we are sorry for the delay…”
What sort of timescales am I looking at?
Bill says
Hi, yes I put a substantial complaint way back in April 2018, I have put a few questions on this site the same as yours but to no avail! Am sure the floodgates will open soon similar to the money shop!
I used to call the fos quite regular for updates regarding H&T but after receiving the same mundane answers ( not yet being looked at) I gave up
Sara (Debt Camel) says
Contact FOS again!
Nicola says
Quick update for you. I raised my complaint with MyJar on 15th October, & after sending a bit of further info that they asked for, I have received an offer today (approximately one month later) upholding my complaint. They have agreed to waive all interest and charges & to leave only the original loan (of £1500) of which I only still owe about £300 (I had a repayment plan for the debt anyway so this means it will now be cleared much quicker). I have been really impressed with the way MyJar dealt with this complaint.
Still have 3 more, with Sunny, Avant & Lending Stream- no updates from those three. Not feeling confident I will get such a good response but as the situation was exactly the same for all the loans, I think I have a justified complaint and will take it to the Ombudsman if necessary.
Debbie says
So the 28 day pay out wait now begins lending stream have agreed with the adjudicator to pay £3,389.81 oh the excitement just before Xmas hopefully.
Lynn Blaney says
You are lucky Debbie lending stream rejected my claims even though I had taken out 33 loans in total with them and had around 4 running at once. They said there findings were these were affordable. Hope you get your refund promptly
Becky says
Does anyone know how long it takes for safety net to refund the money into your account once they have you have accepted the final response offer? TIA
E says
Hi Becky, I accepted yesterday and have just had an email stating monies will be in bank within 7 days – hope this helps
L boylan says
They took about a week after they upheld the complaint
Mr R says
Received an offer on 26th November, but haven’t received any emails since.
Elle says
Can anybody offer any advice? I know it’s what’s best for me and my decision but just would like people’s thoughts as this is my first redress.
So adjudicator rules in my favour against sunny from loans 5-43
Sunny have finally come back and offered from loans 15-43.
The difference in interest is about £600 that I would be losing.
What do you think? I am not sure it is worth going through and having to wait for the ombudsman. It could take months plus always a risk that they won’t agree. Yes £600 is a lot of money but the redress they are offering is £5000 so I would be getting that.
The only other thing is it’s not just about the money. I want to get a mortgage and taking their offer would leave another TEN closed loans from sunny on my account. I am worried this will affect a mortgage application having had SO many pay day loans in the past
Turtle says
IMO it’s an offer worth taking for the sake of £600. I’ve been in the same situation and took the money rather than waiting it out for a bit extra. Also, IF they were to go under you could be waiting over a year for pennies. Take the money and move on.
Sara (Debt Camel) says
It’s a personal decision. For some people it matters knowing they have got back the most the could, especially when someone impartial like the ombudsman says you should get more. But I take the view that what matters is what seems fair to you and this obviously isn’t a stupid offer, you would be getting nearly 90% of the maximum. If you have a mortgage coming up, banking that 5k now would be great.
How old are the 10 loans that would be left on your credit record? payday loans from a long while ago don’t matter that much.
What other complaints do you have in?
Elle says
Thank you Sara
The loans aren’t recent they are from 2015-2017 but I just feel that even though they are closed loans a mortgage advisor is going to look at them and not touch me. I have read your post on this but I still think this will hold massive weight. I am happy to lose the £600 that isn’t the issue, but I don’t know if I am happy with an additional ten loans on my account. I am scared to death of never being able to get a mortgage even though they are closed accounts and We’re fully paid off (only the last loan not paid off in time)
I had complaints with wonga and quick quid, big complaints with both of them and of course I am now going to see pennys which is devastating and I am so upset they get away with this.
Sara (Debt Camel) says
ok but the 10 loans not being cleared (Sunny have agreed to remove the ones they are refunding?) would have been in 2015/early 2016 wouldn’t they? That is getting to be very old and they will be gone in 2021/2.
Has your claim to Wonga been upheld – how many loans? QuickQuid wont be resolved for a year or so now. What is your timescale for getting a mortgage?
Elle says
Yes they have agreed to take them off my report
I have no timescale for mortgage it’s the future I am thinking about (maybe 3 year life plan!) is it right that they go from your credit report after 6 years? Surely a mortgage advisor can still see them? I would presume you, if you wanted to, can look at someone’s entire credit history, over 6 years or not if you wanted to.
Loan against wonga administrators only upheld 2 out of my 10 loans which I think is totally unfair and I would have had a much better decision at FOS.
Quick quid never got a reply from them, was just allocated to adjudicator about a month ago but of course they now won’t investigate it. I will probably lose out hugely on this one too.
Satsuma have had no reply from adjudicator yet either
Sara (Debt Camel) says
It’s great to be free of high cost debt and be able to have a life plan!
A loan disappears from your credit report 6 years after it was settled OR 6 years after a default, whichever is sooner. So a loan settled in late 2015 will be gone in late 2021.
See this article https://debtcamel.co.uk/mortgage-debts-not-on-credit-record/ which looks at what mortgage lenders can – and cam’t – see.
Sara (Debt Camel) says
And although you may like the other 10 loans to be removed, there is some level of risk that Sunny will collapse too. I’m not saying it is big, but you must need that 5k for your deposit?
Elle says
I have asked the adjudicator to go back to them with a counter offer for loans 7-43 (Loan 7 was about £300 interest) the others were only £25 here and there
I am not sure if we are even able to make counter offers but let’s see. It would help if my adjudicator sped things up and didn’t take a week to reply to my emails.
Loubec1684 says
Hi, I am after some advice please. I have 3 complaints in – Sunny, Payday UK and Peachy. Peachy have come back to me asking for me to send them bank statements, payslips and any other details I think are relevant. I have read through the site and from advice given here I wont sent payslips however with regards to bank statements, if I choose not to send them, will Peachy just refuse any redress? Will it actually strengthen my case if I send bank statements to them? I see the advice is that we’re not obliged to send lenders them but can do if you have them send them but you’re not sure they actually look at them and it may just be a delay tactic…but if I can avoid going to the ombudsman is it worth sending the statements? TIA!
Sara (Debt Camel) says
I don’t know if Peachy read them. It can’t harm your case to send them and it may help. It’s better to send digital copies if possible – no postage and they can’t get lost!
Loubec1684 says
Thanks for getting back so quick! I have already downloaded 6 years worth of statements when I was working out when and who I borrowed from so I will send those no problem. I have also noted on an Excel sheet a list of lenders, amounts in and out and dates and this summarises my lending habits and horrible payday loan cycle I was in over the years. Would it be good idea to send this, to show I was borrowing from them and other lenders to pay back others etc?
Sara (Debt Camel) says
Why not? There is no disadvantage to doing this.
John says
Good Afternoon,
Sara, I understand that ordinarily it is hard to win with the first few loans. But where you say that larger initial loans make it possible to receive a refund from the first loan could I just ask what constitutes a large intital loan? Would £700 be considered large? Or a £1000? Or does it need to be more?
Thanks
Sara (Debt Camel) says
It depends a bit on your income. who is the lender and how large were your first few loans?
Rosie says
Anyone had any dealings with Quidmarket ? Do they normally accept adjudicators findings or go the whole way to FOS ?
lynn says
Hi has anybody heard of zebit and tried to claim back money ? I was paying out to them 2013-2014
Scott says
Hi Lynn,
For Zebit complaints, you need to contact Lendingstream.
Scott
VI says
Sara,
I had 1 loan of £1000 from Satsuma. When I did take this loan I had a number of other high-cost loans. Is there any chance to win this case if only one large loan has been taken?
Joseph says
Hi Vi, I won a one complaint loan for £500 against Money Boat. I just arrested, and with a lot of evidence, that at the time they shouldn’t have lent to me. It is harder the fewer loans you have to win, but just really put your point across with backed up evidence (credit report etc)
Kevin D says
Hi Sara, I’m looking for a little advice. I have had 26 unaffordable loans accepted by the Wonga administrators and 16 rejected. I have appealed regarding 14 of the 16 loans using their own criteria which says that unaffordable lending is where you had repeat loans without a break of over 6 months. These 14 fall within their own guidelines for acceptance, however they have rejected the appeal. I now have 21 days to go to court at “possibly” my own expense. The only problem is that I do not know how to do this as i want to pursue things via court. How do I go about this?
Thanks in advance
Sara (Debt Camel) says
How much is the calculated refund on the 26 loans?
how much interest did you pay on the 14 loans you feel should have been included?
Kevin D says
Hi Sara, the accepted figure for the 26 accepted loans is £2,936.01. The rejected 14 total at just £172.19, the main issue for me is not the £172.19 but getting those loans deleted from my credit file along with the others. I feel as if they have just rejected them out of hand without using their own criteria to assess them.
Thanks again
Sara (Debt Camel) says
So those loans must either have been tiny or have been repaid very quickly? Were they all together, or interspersed between the loans being refunded?
Kevin D says
Hi Sara, yes the loans were smaller generally and repaid quickly thereby incurring lower interest, However they were interspersed with accepted refunds and other payday loans. I sent them a copy of my credit file and a long letter exacting each scenario but it seems they didnt read it at all. I believe there was irresponsible lending taking place and I gave my reasons why.
Thanks again
Kevin
Kevin D says
Hi Sara, yes they were small and paid off quickly mostly. They were interspersed been refunded loans though but using their own criteria they should have been refunded. Thanks in advance
Sara (Debt Camel) says
The Administrators say: “Upon appeal, a manual review would, on submission of appropriate evidence by the relevant claimant, be undertaken. The Joint Administrators believe that this manual review is as close as practicable to the process carried out by the FOS, considering the potential cost and timing implications of an exact replication of the ordinary course administration process.”
I think you should see the brief descriptions of the assessment process as guidelines not fixed criteria. It is possible you would have had these loans deleted from your credit record if the case had been decided by FOS but I wouldn’t descibe this as certain. I suspect you have very little chance oif convincing a judge that these rejected loans were unaffordable.
Matt says
Hi Just check my credit report and found that a default from wage day advanced loan has been removed. I know they went in to administration and I had an going complaint but just wondering is this the likely outcome for all defaults applied with business that go in to administration . I also have a quick quid loan that is in the same position with a default applied .
Thanks
Sara (Debt Camel) says
A default will only be removed if the loan is determined by the administrators to be unaffordable. So put in a Claim to the QQ administrators (the page for this won’t be live for a while)
Dean says
Hi Sara, after UB rejected my complaint, I told them I was unhappy and they now have paid me £409.( 3 weeks ago). Looking at my loans do you think that is reasonable redress and if not can I go back to them or FOS with the complaint? Thank you Sara.
Date Loan Taken Loan Type Loan Amount
18/04/2015 Instalment Loan £250.00
30/06/2015 Instalment Loan £825.00
01/10/2015 Instalment Loan £1,000.00
09/01/2016 Instalment Loan £1,000.00
31/03/2016 Instalment Loan £950.00
02/06/2016 Instalment Loan £700.00
01/10/2016 Instalment Loan £750.00
24/06/2017 Instalment Loan £150.00
22/04/2019 Instalment Loan £250.00
Sara (Debt Camel) says
You accepted UBs offer a few weeks ago? In that case there isn’t anything you can do.
Dean says
Yes 3 weeks ago..with everything that went on with Wonga and QQ, I thought may be I should just take the money but in hindsight may be I shouldn’t have because looking at what everyone else is saying on here, looks like I could have got more if I went to the FOS!:(
Sara (Debt Camel) says
Sorry, you can’t now go to FOS.
Steve says
Sorry to say Dean they have literally had your eyes out I would only had a chain of 5 with then and my biggest loan was not £500 and they agreed to pay all the interest on loans 4 &5 plus the 8%. You must paid a lot of interest sadly you would of been looking at a hell of lot more if you had gone to the FOS and they had upheld.
Steve
Stu says
Received a letter from the FOS today saying an ombudsman has reviewed my case and agreed with the adjudicator that the 3rd loan for £800 should not have been given to me. Great result! That was after the adjudicator initially rejected my complaint and I countered with facts and figures from my bank statements. She then looked at my complaint again and changed her view. Roughly was 2 months between adjudicator and ombudsman decision. Should be another £900 pound win and only 1 case left with loans2go.
Sara (Debt Camel) says
Well persevered with the adjudicator. Who was the lender?
Stu says
Thanks. The lender is Satsuma.
Sara (Debt Camel) says
oh especially good to see Satsuma decisions being upheld as they are being so difficult.
Stu says
Yeah I have read a few stories on this fantastic website. Wasnt entirely confident on this one due to the adjudicator initially rejecting my complaint, but as u said perseverance can sometimes payoff and fairplay to the adjudicator listening to reasoning.
Megan says
Hi
I wonder if anyone could advise me on what to do next. I have submitted several claims to payday loan providers for irresponsible lending. In 2018 I took out several loans with several different pay day loan companies and took out two loan with Satsuma, one in May 2018 and one in August 2018. I still have outstanding balance on my Satsuma loan and can’t afford to make the payments.
I’ve had an email back from Satsuma today advising me they are unable to uphold my complaint as they made checks to assess these were affordable.
Is it worth me taking it to the FO, as I don’t feel these loans were affordable. Any advice would be appreciate, as now I feel if I take it to the FO I will just be advised I could afford it.
Scott says
Hi Megan,
What were the value of your loans with Satsuma and what sort of other borrowings were you taking at the time.
Scott
Megan says
Hi Scott
With Satsuma I took out a £450 loan in May 2018 and an £800 loan in August 2018, I hadn’t repaid my original loan when they let me take the second loan out. I also had pay day loans at this time with Swift Sterling, which I took out in July 2018, I had loan with Ferratum in January 2018 which I then rolled over twice in June and then took out another loan with them in August 2018. I also took out loans with lending stream, once these loans were paid off I was borrowing again with them the next month or looking for loans with other companies. I had a loan that I took out with MyJar in 2017 that ran through to February 2018. I have a logbook loan with Varooma which I took out in February 2018 with monthly payments of £330 and a Bamboo Loan that I took out in June 2018 with monthly payments of £174.
So I had several payday loans running alongside each other – my issue is Satsuma have said they have assessed the affordability on the information I gave them, but I wasn’t totally honest about my ability to be able to pay these loans back because at the time I was in desperate need for cash. They said they also worked out their own affordability checks which implicated my outgoings were more than I suggested and they still find that the payments were affordable.
What would you suggest I do in this situation? Sorry for the essay.
Sara (Debt Camel) says
I think if Satsuma had looked at your credit record they would have seen all this payday loans and other loans. So they should probably have realised that the second loan at least was not affordable.
It’s obviously not as strong as some cases but it seems to me to be worth asking the ombudsman to look at this. Wanting another loan, almost twice as large before the first one is reapid should have been a warning signal for them to look closely.
Megan says
Thanks Sara.
I do appreciate it isn’t as strong as some cases as you say.
As I have had a response from Satsuma saying they will not be taking my case further, do I now immediately escalate it to the FO?
Sara (Debt Camel) says
Also put in complaints to Varooma and Bamboo And Myjar is that one loan was large! Template for these one loan cases over here: https://debtcamel.co.uk/refunds-large-high-cost-loans/
Megan says
Hi Sarah
I have put one in for MyJar but they are requesting bank statements and payslips. Do I need to send these over? If not what should I reply.
I currently am still paying off my loan for Varooma – can I put in a claim?
Sara (Debt Camel) says
you don’t have to send bank statements but it helps with a one loan case a lot I think. If you send bank statement there is no need to send payslips!
Yes you can complain while a loan is still be repaid – and with a logbook loan you have to keep paying or they will take your car. So you aren’t any better off immediately by complaining, but obviously would be if you win.
Sianyyy says
Adjudicator still disagrees with my complaint with Satsuma, stating “Given your loan amounts, what was apparent about your circumstances at the time and your history with the lender, I don’t think it would’ve been proportionate to ask you for the amount of information needed to show the lending was unsustainable”. He did state “For the later loans, I think the lender should’ve taken steps to build a more detailed picture of your financial situation. But I haven’t seen anything in the information provided which suggests the lender would’ve known that you wouldn’t have been able to sustainably make the repayments you needed to for these loans.” but despite advising my bank statements and credit file showed numerous loans and reliance on other lenders as well as gambling. Have requested this to be raised with Ombudsman.
What are the chances the Ombudsman would take a different stance – he advises in his email “but unless you have new information, it’s unlikely their decision will be different from mine”.
Thanks
Steve says
Hi Sarah
Had a rejection off Drafty after chasing and chasing for my FRL surprise, surprise it’s a reject is it worth sending them further information or should I just send it straight off to the FOS?
Thanks Steve
Scott says
Hi Steve,
Straight to FOS with this one. They don’t negotiate.
Scott
Steve says
Cheers Scott
Thought that’s would be the case with them being part of the lending stream group.
SN says
Hi Steve
Make sure you ask for a subject access request, I’ve asked for one and there is no evidence to suggest they conduct credit checks or monthly credit checks as per there rejection email! I’ve sent straight off to FOS and hoping it helps prove they don’t conduct the appropriate checks! Also note, if you are on a repayment plan they seem to be sneaky and not issue any statements from that date but still add interest? (Must be illegal right?!)
:) SN
Robert says
Afternoon everyone,
I have had success making an affordability complaint against 247moneybox and they have offered me £750 to which I have accepted. Does anyone know the average times for this company to payout as It didn’t specify in the final response email?.
Many thanks, Robert
Steve says
Hi Robert
I got paid out within 7 days of accepting there offer.
Steve
Emma says
You should receive an email from them confirming your acceptance – it will then state their timeframe for paying out is 7 days from that email. Mine was paid on fourth day
SN says
Hi Robert
Out of interest how long did they take to get back to you?
Thanks S
Emma says
Hi SN, for me they took just over 7 weeks. They were by far the easiest company to deal with and upheld my complaint and paid out within a few days. The whole process took 8 weeks from initial complaint to receiving the redress.
SN says
Hi Emma
Thank you! I’m 6 and a half weeks in, chasing weekly, so hopefully hear back soon!
Livia says
I would like to know as well as I accept 5 days ago and haven’t heard from them. Hope we both get it soon
Nick Merriman says
Hi Livia
I also accepted an offer 5 days ago , could you keep us posted on this please . I will do the same . Thanks
Livia says
Hi Nicki I just received a email from them saying the refund will be in 7 days, I hope they keep to it
Jessica says
Hi, if a complaint is registered with the FOS do I still need to make repayments? Or should this be paused? How can I get the situation paused?
Sara (Debt Camel) says
247 Moneybox has gone into administration this afternoon.
Unless your payment has is already in transit through the banking system, it is probably now not going to get paid.
If it isn’t paid, you become an unsecured creditor of the firm. You will probably only get a small percentage of the offered payout from the Administrators and that may take many months.
Paul Wakeman says
I was lucky enough to receive my redress from them a couple of weeks ago but could I ask what happens now with getting defaults removed from my Credit File. 247 were told to by the Adjudicator and agreed to remove them. With them going in to administration does this mean the Administrators remove it or is there some other method? Thanks.
Sara (Debt Camel) says
The Administrators should deal with this. If they don’t, then eventually the credit reference agencies probably will when the company no longer exists.
Paul Wakeman says
Okay. Many Thanks for the quick reply.
Nick Merriman says
Well that’s ruined my weekend !! Agreed a refund of £ 11,278 last week was waiting for payment.
Steve says
They only took 4 days to pay mine out Nick, I hope yours was already in the system before the administration hit.
Steve
Livia says
Hi guys! Does anyone know how long 247 moneybox takes to pay the redress please? TIA
Emma says
After I accepted their offer it took about 4 days for money to appear in bank. They do advise 7 days though. X