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 if you still owe money.
This article covers everything you need to get started. It’s simple, easy, free and many people are winning large payouts.
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 because you managed to repay 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 be used to solve a short term problem. If you kept rolling a loan or 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 ignored even very obvious signs of problems such as your loans increasing in size or borrowing very soon after repayment.
How much compensation can you get?
You don’t have to calculate what a fair refund is or which loans were unaffordable.
Just ask for a full 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.
This is because payday loans are meant for short term problems and the lender should not have carried on giving you loans. This may be earlier – from the first or second loan sometimes – if your first loans were rolled or topped-up or were very large.
Which lenders can you get refunds from?
Use the letters on this page to make an affordability complaint to most UK payday lenders, see the email list for payday lenders. The larger lenders include:
Sunny, Lending Stream, MyJar, Satsuma, Mr Lender, Ferratum, Uncle Buck, Peachy, CashASAP, Moneyboat, Smart Pig.
Also use these letters for the very high-cost sorts of “flexible credit”, including:
SafetyNet Credit, Drafty, Polar Credit.
But the process described here – complain to the lender and then send to the Financial Ombudsman if the lender says No or gives you a poor offer – won’t work if the lender has gone bust:
- 247 Moneybox, Piggybank, Swift Sterling are in administration. Send a complaint to the administrators, see the lenders’ websites. You may not get much back but this is very easy to do, just send a short email saying you were given unaffordable loans;
- QuickQuid – read What will happen in QuickQuid’s administration for how you can put in a complaint.
- the Money Shop, Payday UK, Payday Express – all part of the same group – read Money Shop – Latest news for how to put in a complaint about them.
- Wonga, Wageday Advance and lenders who gave up years ago – it is now too late to make a complaint about these lenders, see this list.
For longer-term loans there are better template letters to use here:
- Provident,
- Amigo and other guarantor lenders,
- 118 Money, Everyday Loans and other high-cost large long-term loans.
First, before you send in a complaint
Doing these four things now will make your life easier later.
Get a copy of your Credit Karma 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. Don’t get an Experian or ClearScore report instead – many payday lenders don’t use those.
If you can log-in to the lender’s website and see your loans, take a copy of them as sometimes they vanish when you complain.
If you still owe money to the lender:
- 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.
- read the Stop making payments? section in Payday loan refunds when last loan not repaid. If you want to offer a lower affordable amount, add a sentence to your complaint letter saying this.
- if you have a lot of borrowing at the moment, read Escape from the payday loan trap which looks at how a debt management plan can help you.
If your loan was sold to a debt collector you still complain to the original lender but also tell the debt collector that you are disputing the debt. Don’t skip this bit or a debt collector may go to court. It is a good idea to carry on making payments to the debt collector if they are affordable.
Step One – start your complaint & get loan details if you don’t know them
Find the lender’s email address for complaints from this list.
Then send your complaint email saying:
You should never have given me these unaffordable loans. 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.
[Only put this bit in if some of your loans were more than 6 years old. This is a paragraph saying why you haven’t complained before. Change it so it covers what happened to you. This is an example, don’t just copy it!] [I didn’t know that the lender was supposed to check that I could repay the loan without having to borrow more. I only found out in November 2018 when I saw a newspaper article in the Sun/an advert on Facebook for payday loan refunds/my sister told me about affordability complaints/a friend said they had made a complaint/whatever.]
This email starts off your affordability complaint.
The clock is now running and the lender has to reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it.
Step Two (OPTIONAL) – send more details
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 is already underway.
I don’t know if many lenders actually read what you send them. But it’s easy to do – you don’t need to calculate what refund you should get or quote laws.
Change this template so it tells your story.
I have had x loans from you from [2015 to 2016].
Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
For this period my take home pay was about £x a month.
[Include the following details if you know them, but if they varied a lot miss this out My living expenses were roughly: rent/mortgage £x. Council tax £x. Utilities and bills £x. Transport costs £x. Clothes £x. Food, toiletries etc £x. Child expenses £x Other debt repayments £x. Total £x per 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.]
You should never have given me these unaffordable loans. I am asking you to refund the interest and charges I paid, plus statutory interest, and to delete negative information from my credit record.
Good ways to improve this
Add any points that help you describe what happened to you. And delete any bits that don’t matter to you. 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 add a bit about this.
Don’t worry that the lender will say you should have cut back on your living costs, just put down your normal expenses. You don’t need to include evidence about your expenses.
Should you send credit record and bank statements?
Some lenders ask you to send them a copy of your credit record, your payslips or bank statements. This is mostly to be difficult – the lender can check your credit record themselves if they want.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
You can send bank statements if you want, but think twice about the cost of copying and postage if there are a lot. Depressingly most lenders seem to ignore them if you do send them.
Some people feel these are personal and they don’t want to send them to a payday lender. If you don’t want to send them, tell the lender you will send the Ombudsman any information that is needed.
Step three – go to the Financial Ombudsman Service (FOS)
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case, they are just hoping you will give up!
Instead you can send your case to the Financial Ombudsman. This is easy and free.
Tens of thousands of these cases have been sent to the Financial Ombudsman where there is a higher success rate for these affordability complaints than any other type of complaint!
Give up, negotiate with the lender, or go to the Ombudsman?
Some lenders try to make your case sound bad when it isn’t. People have had thousands of pounds refunded after a complete rejection! Just ignore any of these comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give the full 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.
- your loans are over 6 years old – the ombudsman will look at these even if the lender says they won’t!
Will a lender improve an offer?
You may be wondering if you should go back and try to get the lender to give you a better offer. Most lenders won’t do this, but a few may if you make out a good case. For example if they have offered to refund loans 6-12 you would be happy if they included one or two more, you can say why you think loans 4 and 5 should also be refunded. See When and how to negotiate about payday loan refunds for more details.
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 from a lender 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 if you think you paid a lot more than that in interest. Some lenders offer a few hundred pounds to cases which eventually get ten or twenty times as much from the Ombudsman.
- an offer to write off your current balance may sound good … but it may be very poor if you should get a refund as well, see Refunds when you have a balance owing for details and ask in the comments below if you aren’t sure.
- 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 rolled or topped up several times; or
- the loan was large. Here is a single MyJar loan case that was won even though it was an instalment loan and the borrower had a good income because it was for £3,600. And a single loan Sunny 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.
How to send a complaint to FOS
Put in a separate complaint about each lender. So you don’t have to wait until all your lenders have replied before sending the first one to the Ombudsman.
One reader said: They couldn’t be any nicer. Caroline Wayman, the Chief Ombudsman, says:
It’s really OK to phone up and say, ‘I don’t think it was fair.” It’s not court; you don’t have to turn up with your ‘heads of claim’, you don’t have to write a fancy letter. Tell us your story and we will do the rest.
I like FOS’s “complain online” option which takes you through your complaint step by step.
You can just copy in what you said in your complaint to the lender. Add more details, for example, if you disagree with what the lender replied to you. Include a paragraph about having only just found out you could complain if some of the loans are more than 6 years old.
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally you want statements 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 Credit Karma credit report.
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. That won’t happen until the payday lender has replied – typically it is between 2-5 months at the moment.
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, see What happens at the Financial Ombudsman for details.
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!
Need some help?
If you need help to complain, go to your local Citizens Advice, they will help for free.
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.
Ask for a refund for large bad credit loans
Why is Sunny making poor offers?
More refunds for Amigo loans
Chris says
Hey guys I had about 30 PDLs over 22 months. From sunny/myjar. Totalling about 10-11k. If they refuse my complaint I am concerned that the fco will also refuse If I hand over bank statements as I used portions of the money to repay other loans but also to feed my gambling habit (over a year clean now). Any advice on if I am out of luck trying.
Sara (Debt Camel) says
Send your complaints in now! After you had borrowed a few times a Lender should have looked closely when you kept making more applications. If they had done this they would have seen your gambling problems and stopped lending. So gambling helps your case when you have borrowed repeatedly from the same lender.
Iain123 says
The Financial Ombudsman Service won’t refuse, you have a great case. No responsible lender will loan to a gambler. Congrats on one year clean.
Chris says
Thank you Sara and Iain123 I really gives me hope. It wasn’t easy to break the cycle. no one was more disgusted with me than myself. I will keep you guys updated if I get a reply. Thank you again
Lisa G says
An update on my Satsuma case. After Satsuma pretty much ignored my adjudicator decision (they had until 30/07 to reply), my case was sent to the ombudsman queue on 4/11.
I called the FOS yesterday and they informed me that the day before (28/11) the ombudsman ruled the same as the adjudicator and wrote to Satsuma at 14:30 that afternoon. I was told my case with the ombudsman has now been closed. I’m yet to receive the email, it might come as a letter, so I’ll wait a week and chase it. I called Satsuma to see if they’d received the ombudsman decision and they said it can take up to a week to be linked with my complaint / account.
My question is; has anyone else has dealings like this with Satsuma? How long did you wait for them to contact you? Or did you contact them? Do they pay by cheque like provident? Or is it a bank transfer? And lastly, do they wait 28 days or is it quicker?
My provident complaint (after adjudicator decision but no response from Provident) has been in the ombudsman queue since 25/11. I called provident and was told it was with a case handler and they have been told by FOS to respond by 09/12 and they are on track for that, which was news to me, but I’m happy with that.
Cazza says
Has anyone had any success with Lending Stream without having to contact the FOS
Joseph says
Very unlikely from what I’ve seen on here over the months, it’s like they have an ‘wait-8-weeks-then-auto-reject’ machine
Mike_p says
I don’t remember anyone reporting getting an offer from them without contacting the FOS. My rejection letter read very much like an auto generated response.
Iain123 says
PAID OUT BY SUNNY, AT LAST!!!
Here’s the breakdown…
Sept 2018. Used the template here to complain about my borrowing from 2013.
Oct 2018. Sunny rejected my complaint.
Oct 2018. Complained to FOS enclosing bank statements and final response from Sunny.
7th Oct 2019. Chased FOS for update.
8th Oct 2019. FOS Adjudicator response finding for me against Sunny. (obviously not a coincidence, I shouldn’t have let my complaint sit with the FOS for one year without pressing them).
11th Nov 2019. Sunny responded through my Adjudicator offering from loan 7-50. I rejected this as I despise these payday loan bastards and want every penny, on principle – accepting they may go into administration. Also learned there had been some back and forth between my Adjudicator and Sunny around settlement.
13th Nov 2019. Sunny increased offer, from loan 2, around 20% extra. I accepted. Adjudicator gave them 4 weeks to settle.
29th Nov 2019. Money in bank. Nothing to sign or request for bank details. All over.
Sara (Debt Camel) says
Well done!
Amy says
Wish they’d get a move on with mine, accepted an offer and now on day 21 so they have 9 days to pay me. Not sure what to do if they go over the promised 30 days
Carol says
Is it the interest you get back plus 8% ? Many thanks
Scott says
Hi Carol,
Yes it’s the interest you have paid plus 8% simple interest per year on that.
For example if you had paid £100 in November 17, you would get £100 plus £8 for each year since you paid it – so £100 plus £8 plus £8 = £116
Scott
Michael84 says
Hi,
I have a default on my credit file for £1001 from payday express dated 20th June 2014. It’s preventing me from getting a mortgage.
At the time I was rolling the loans in order to make it to the next month and 100% didn’t meet affordability criteria.
I understand they now gone bust so repayment on interest is out of the window, but is there a way of removing the default from my credit file?
Thanks
Michael
Sara (Debt Camel) says
You will need to send in a Claim here https://www.themoneyshop.com/Claim and if the loans are decided to be unaffordable the default will be removed. this may take a while… It will drop off anyway by next June.
Paul Wakeman says
Need some advice please. Have just got home and have received a letter from Loans At Home with regards to my complaint. They are asking for my bank statements from Nov 17-Mar 19 so they can get a better understanding of my financial situation! With my original complaint I sent a copy of my Credit File which shows numerous PDLs, Judgment Debts and Defaults! FOS already have my statements for the period mentioned due to other complaints. These statements show numerous payments to creditors at the time including Lending Stream, 247 MoneyBox, PiggyBank, Amigo, BrightHouse as well as others. My question here is should I send them or just go back to them and tell them my financial situation is pretty obvious just from looking at my Credit File! Thanks.
Lisa G says
Personally I’d say if you have them, send them. They might give you a sensible offer of redress without having to queue for the FOS, which for some of mine submitted in Oct 2018 are still waiting to be / have only just been looked at.
But that’s just my personal opinion.
Paul Wakeman says
Am that used to sending complaints off to the FOS I didn’t even think about being made an offer 😂 Thanks for the advice though, will send it all off tomorrow.
Litahash says
Hi, I have started a complaint to Lending Stream. They have sent through my loan details for the last 2 years, they have not stated whether they uphold my complaint or not – what do I say to them now? Thanks
Scott says
Hi Litahash,
What did you say to them in your original letter and when did you write to them? If it was the first template letter above, send second letter.
They have 8 weeks to give a final decision to your complaint. Go through your list of loans and calculate what you have paid in interest so you know whether any offer is reasonable or not.
Previous comments suggest that you will more or likely end up having to take your complaint to the FOS. Do this as soon as you either have a final response or 8 weeks have passed since you first complained.
Good luck
Scott
Emma says
Hi Sara.
Have 247 moneybox gone into administration? Was just about to send them a complaint email!
Thanks,
Emma
Scott says
Hi Emma,
They went into administration on 29/11
The administrators should still accept complaints and if they agree the loans were unaffordable then you will become an unsecured creditor.
Any refund will be a small percentage of what you could have got.
Scott
Emma says
Thanks Scott.
Not expecting much anyway so will now just wait and see if they contact me. Thank you!
P says
Best news I’ve heard today – this company was totally unscrupulous back in the early 2010’s in dealing with customers. Then when forced in to complying with regulatory changes that FCA introduced their customer service for years struggled to cope with lack of leadership. Redress payments etc were always sporadic
sam says
Hey all!
whats the chances lending stream will be going out of business next?
I have a complaint against them which the fos has just picked up and now worrying after business by business they are all going!
would anyone know?
thanks
sam
E says
I hope not! My adjudicator ruled in my favour and I’ve been waiting 4 weeks now for Lending Stream to agree or disagree with the decision.
sam says
how long did it take for the adjudicator to pick up your case, reply and then make a decision?
Emma says
Hi sam, sent my complaint to FOS 14th sept, heard that it had been assigned 25th oct and decision reached a week later. Lending stream are dragging it out now though
Sam says
yours only took a week to reach a decision, that’s quick! mines been with the fos for 3 weeks already with no reply
Nick says
Hi Sara
I have just received my decision from Sunny (3 days before 8 week deadline). They have rejected my complaint, but ‘as a gesture of goodwill’ have agreed to write off the remaining balance of approx £570 on my account. (I have had 49 loans from them & apparently repaid a total of £14K since 2014 (scary figure!).
As I have had a decision in pretty much the same circumstances upheld by MyJar, and also have had redress agreed by the Administrators of Wonga & Wage Day Advance, I am still sure that I have a justifiable complaint, & now intend to send my case to the FOS.
What I’m wondering is, as they have stated that they are going to write off the remaining balance, and they do NOT state that this is conditional upon me not taking my claim any further (they have not asked me to reply or accept their ‘offer’ or sign a settlement document), should wait until I can see that they’ve written off the balance, or should I send it to the FOS straight away?
I’ve also noticed on here a few people have contacted the MD of Sunny/Elevate Credit before sending to the FOS, and have had the original rejection overturned. Is this worth doing or do you think that it may result in the small balance NOT being waived as agreed?
Iain123 says
‘Goodwill’. Ha! How much of the £14K was interest? If it was a couple of thousand then £570 isn’t worth it. If they go into administration they’ll wipe the 570 anyway. May as well go to the Financial Ombudsman with your complaint, you have nothing to lose.
Nick says
Yes, I worked out that around £3K was interest! Agree, nothing to lose by going to the FOS & just keeping my fingers crossed that they don’t go into Admin. To be honest I wish that I’d complained sooner – it was only my Wonga redress (got granted over £2K but well aware that I won’t get a fraction of that) which made me realise that I have a valid case.
Shaun says
Hi all, anyone know what percentage Wonga will pay out? I’m owed about £2,000 but wondering if I’ll get 5%, 10% or what?
Scott says
Hi Shaun,
There is no word as yet regarding percentage.
For the latest comments and news regarding Wonga, see Sara’s other page
https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/
Scott
Mark says
Mobile Money
I have just received a reply from them regarding the complaint I sent them just under 8 weeks ago. I had 20 loans from them over 10-11 years 2008-2019, and paid something in the region of 17k interest and fees.
They have replied saying anything over 6 years they wont take into consideration, and they have offered me £2900.
No breakdown of the offer, simply saying they will look at loans 11-20, no sign of 8 % interest etc.
Where £2900 is lovely this close to xmas etc, I am favouring the Ombudsman.
Any thoughts would be much appreciated.
Thanks
Sara (Debt Camel) says
It sounds unlikely that is all the interest on 6 years of loans… do you know how much interest you paid on loans 11-20?
Mark says
Just under 9k of interest on loans 11-20
mark says
Morning.
I was offered £2900 as an initial offer. I rejected and have now received a final offer of £3600 including the 8% interest.
I am going to reject is my thought. Any advice please ?
mark says
Had another email off these . They really don’t want it going to the ombudsman. It’s being passed to senior management now and they’ll come back to me within a week.
Interest paid on loans they’ll admit to being wrong is £5800 and the 8% interest takes it to £7400.
They’ve offered me £2900 and then £3600 which I rejected both. See what comes back next week.
There’s more that are over 6 years old stretching back to 10 years that they won’t look at.
Sara (Debt Camel) says
It’s really hard to see how they can not pay you the interest plus 8% on the loan they admit to have been wrong!
mark says
Exactly. I think they must think I’m desperate for the money and will take any offer that comes! I am of course!!! But,,, see what happens next week
david says
Hi,
Does anyone have any experience of getting a refund from Safetynet Credit?
I sent a complaint in Sept 2018, they rejected it so sent it to FOS. After over a years wait the adjudicator has got back to me finding 100% in my favour. Took out over 60 loans/lines of credit with them over 18 months.
Adjudicator has given them til 12th Dec to make an offer otherwise it will go to ombudsman.
Has anyone had a similar outcome? Did SNC agree to findings? Did you find they made a reasonable offer?
Thanks
kim hunter says
Hi The FOS agreed mine 100% in my favour with Safety Net a few months back and they paid it in full with 8% interest within a week, I rang them up after I had signed the agreed amount declaration and they told me what the payment date would be. My husbands has now been with the FOS for 11 months and still waiting to be looked at. good Luck.
Jo says
Hi David,
I’ve literally just had a direct response from Safetynet Credit after I complained to them on 19th November. My current outstanding balance is over £1200. They agreed that the lending was unaffordable and have redressed my interest on what I have paid, plus statutory interest (only about £12), and also removed the interest from the remaining balance. This has left me with a balance of around £580 – less than half what I thought I was going to have to pay back. They’ve also agreed to an affordable repayment plan. Such a huge weight having this lifted and no longer panicking how I’m going to keep up with the repayments.
If your adjudicator has upheld the complaint, I would aim for a redress on the interest you’ve paid plus the 8% statutory. Good luck!
Calum says
Dear all,
I would like to share a few of my current successes. To Sara and the team all i can say is what a wonderful tool and website and i know i wont be the first but Thank you 😁.
I am now Payday Loan free! This time last year i had 10 Payday Loans running at the same time alot of which were in payment arrangements. At once i had Ferratum, Lending Stream, Piggybank, Uncle Buck, Cashasap, Moneyboat, Sunny, Satsuma, Mr Lender and SNC all with varying borrowing amounts.
With the exception of Uncle Buck and Lending Stream i have managed to have all removed from my credit file and any outstanding loan amounts completed wiped off my records.
Uncle Buck and Lending Stream from my experience i find have been very rude and very unwilling to help. Lending Stream took an unauthorised payment from my account which i am still currently chasing!! Very slow and unapologetic.
To anybody out there who is at the end of their tether or is looking to throw in the towel, DONT! Keep at it, keep emails and phonecalls coming but one thing i would say is be polite and any evidence(i used my redundancy letter) as a tool to helping me on the way out of Payday hell.
Good luck to everybody still waiting responses they will come 😁😁
Holly says
That’s great I am in the same situation Actually I have called them twice already maybe I should call again.
Sara (Debt Camel) says
Not sure who you were replying to? If you hit the “reply” under a comment, your reply goes directly to that comment.
Holly says
Hi Sara I’m not sure if this Apply’s to me but their agreement with me was to just pay an outstanding smaller balance and wipe the interest
Paula says
Today is my 2 week deadline for Lending Stream response to the adjudicator. Worked out I should get between £7K and £8K which would be a lovely way to start the new year! Not holding my breath I will hear back today though.
Emma says
I’m on my fourth week waiting for them to respond to adjudicator despite chasing adjudicator and lending stream.
Paula says
Unsurprisingly no response. I have emailed my adjudicator. Is it worth putting a bad review on Trust Pilot?
Sara (Debt Camel) says
Yes it is!
Emma says
I left a bad review on Trustpilot 2 weeks ago – it did nothing. I have found they respond if you message them via your account. I messaged 2 weeks ago and they responded straight away saying they would need an extra week. That came and went so I messaged them again earlier from account and they replied saying they are looking at it now and will respond to adjudicator by tomorrow. Just don’t believe anything they say
Paula says
I have left a bad review and also messaged through my account. As you say probably won’t make any difference. Shocked at how many great reviews they have and sceptical about how many are genuine!
Emma says
Congrats on your redress x I finally heard back from FOS who have allocated me a new adjudicator who has given lending stream another 2 weeks which will be over 6 weeks in total despite lending stream telling me yesterday I’d have an answer today.
Paula says
Thanks. Very frustrating that some are dealt with quicker than others. I hope you hear back soon x
alyss says
im still awaiting a response from cash asap about the FOS decision they had until the 27th Nov and heard nothing what do i do? cash asap not answering phones or emails?
Sara (Debt Camel) says
Leave them a bad review on Trust Pilot: https://uk.trustpilot.com/review/cashasap.co.uk
That sometimes kicks a firm into action!
alyss says
Thanks Sara,
will try that and see
alyss says
Hi sara,
still no word and when i rung up day i got told to get a email and my call will be logged.
its been nearly a week since the deadline and they still have not got into contact why is this? and has anyone had the same problems with cashasap???
H says
Have to say best company I’ve dealt with so far is safety net credit. Put my initial complaint in on the 22/11 and they have upheld my complaint and have asked for details to refund interest.
Still awaiting avant getting back to me with figures of my redress after accepting my complaint a fortnight ago. Emailed today to ask when the figures would be available she said oh I’m sorry your account has been passed onto another team, when I asked if she could then give me the details of the other team she said there are no details available. So frustrating!!
I’ve also had a success with 247 money box who upheld 2 of my loans which didn’t quite cover my outstanding balance but they offered to clear my outstanding balance which I accepted thankfully. The morning they went into administration my balance had been cleared.
Many thanks sara
Gemma says
Hi,
Thank you Sara for this website.
I have to agree with H and say SNC has by far been the best.
After putting my complaint in 3 weeks ago they have came back upholding my complaint and says they I shall receive my refund within 1 week.
I had rolling loans them around 7 months, had a balance of £800 and with the £933 I have paid in interest, they are closing of the loan and sending me the difference.
No hassle.
Uncle buck seem to be the difficult ones and came back with a straight no pretty much. They said I must of lied about my outgoings and that it is fraud. Assuming a scare tactic.
I’ve read people don’t include payday loans as monthly outgoings and also people do omit their expenditure as clearly need the money.
Anyway still got complaints going through with my jar, lending stream and mr lender.
Good luck everyone!
Sara (Debt Camel) says
Yes UB say this to most people, it is as you say just a scare tactic. See https://debtcamel.co.uk/payday-lender-says-lied/.
Gemma says
Thank you!
Dan says
So i had a complaint rejected by 247moneybox 2 weeks ago. I told them wasnt happy and said would send to FOS. Now i saw that they went into administration a few days ago but they have just mailed to ask for bank statements so they can have another look at the complaint- why would they do this if theyre in administration? Iss theerree a chance illl gett refund iff they’re asking
Scott says
Hi Dan,
They may just be going through the motions until the Administrators decide how the complaints will be dealt with going forward.
Sorry but there is absolutely no chance that you will receive a refund in full. If any of your loans are considered unaffordable, you will become an unsecured creditor and receive a small proportion of any refund due.
Scott
H says
Here we go with lending stream. Wish me luck. I have been successful so far and all loans taken out pre lending stream so they really shouldn’t be able to say no!!
E says
Good luck x I haven’t see anyone state they have had Lending Stream uphold their complaint without it having to go to FOS. Keep us updated x
H says
I shall let you all.know how I get on. I’m not holding my breath that it will be easy
Mike_p says
Lending Stream seem to have a standard approach of rejecting the intial complant and then agreeing with the adjudicator- I haven’t seen anyone report anything different to this. They are one of the worst to deal with unfortunately and will delay everything as much as they can.
Paula says
Got an email from Lending Stream saying they have responded to FOS but cannot process payment until I accept through FOS. Assuming this means they agreed with the adjudicator? Might be it was later this evening therefore I would hear tomorrow?
Shaun says
Top tip: when a payday lender asks you to confirm your bank details by filling in a form do so and also send a bank statement confirming the details with it. I’ve had lenders say they couldn’t confirm my bank details from the form even though my handwriting is extremely clear.
Chris says
Can anyone help? Got an email from Satsuma this morning saying they are upholding 1 loan and paying redress of £201 but have not upheld my other 14 loans. They said I will receive a cheque within 7 days and if I disagree with their decision contact the FOS. Do I receive redress for the 1 loan even if I escalate the other 14 to the FOS?
Sara (Debt Camel) says
It sounds like it!
Darren says
Not to go against the advice you already had, but I had this happen with Satsuma, then when I went to the ombudsman with the other loans, they advised that as I cashed the cheque, that is me accepting their decision in full, if I wasn’t happy, then I shouldn’t have cashed the cheque.
It went to an actual ombudsman as well who agreed with that decision, so I wouldn’t cash it.
I completely understand where the ombudsman came from with it, I couldn’t really argue.
Sara (Debt Camel) says
OK, so go back to Satsuma and ask if it’s OK to cash the cheque even though you will be sending the complaint to FOS.
Chris says
I will contact them and see what the say but get it in writing incase they try and trick me
Chris says
Think I will just sit the cheque in a drawer when it arrives as I paid about 5k total in interest on the other 14 loans. I’ve already lost out on thousands with companies going into administration. Don’t want to be losing more!
Paul Wakeman says
You couldn’t make it up! This morning I’ve received an email from a company called Lantern chasing payment of £288 that I owe to Lending Stream!! First I’ve heard of Lantern so have told them to go back to their incompetent client as Lending Stream actually refunded me (following an FOS decision) on 03rd October a lot more than £288!!
Scott says
Hi Paul,
Just check your settlement figure.
Away back in 2016 when I dealt with LS, they paid me out but didn’t offset the balance that had been transferred and I had to contact DCA to settle as they would not take the account back.
Scott
Paul Wakeman says
Thanks Scott. I’ve checked the figures and everything is fine. I just find the incompetence laughable as LS had to get the debt back from Credit Resource Solutions, pay me a redress and amend my Credit File and then to get an email this morning from a different DCA for what was the same debt is beyond belief. Still, Email has been sent to Lantern advising them to go back to LS. Can’t wait for the next instalment!
Paula says
Got my confirmation email from FOS with a refund of £6,888. Have sent an acceptance to both them and reconfirmed to Lending Stream. What a nice Christmas present :)
Scott says
Hi Paula,
Congratulations, nice bonus to receive at this time of year.
Not to put a damper on it but please don’t get your hopes up that you will receive it before Xmas.
Hopefully you will but other comments suggest not.
Scott
Paula says
Thanks! I don’t expect it before Christmas and I am in no way relying on it, but a nice bonus :)
Paula says
I didn’t get an agreement to sign, my email to FOS was taken as the agreement. Is that right?
Scott says
Hi Paula,
That should be sufficient but I would just give your Adjudicator a quick call to confirm.
I would also confirm bank details where you want the money paid, LS will want this confirmed anyway so it may save time.
Scott
Colin Brown says
Getting an acceptance is nowhere near getting your money sadly Paula.
They will probably go bust before you get your money back.
Paula says
Wow. Thanks. Given they are still lending, I would assume they won’t. At least I hope they don’t.
alyss says
it seems that these lenders just want to ignore the situations?
once i put my bad review onto cashasap another excellent review was posted a few hours later.
still awaiting word from cashasap and uncle buck and cash4unow is dragging there heels. awaiting my satsuma to be allocated to someone still after submitting this in April 2019.
knowing my luck these lot will be the next to go into administration as wage day advance owed me £284 and im going to get 4.8 pence to the pound not even £50 back.
Andy says
I would chase the satsuma one up as I sent it too the ombudsman last month and they have already picked it up I’m guessing as they got back to me asking for final response
Laura says
Hello, I’m having trouble with casheuronet supplying my the information on the tax on interest so i can claim
It back. I got my refund in April but everytime I email
It’s a reply from some sort of credit record removal department saying it will be actioned. But given I’m. 8 months down the line I doubt it, should I contact the ombudsman who made final decision?
Sara (Debt Camel) says
Well you could do, but I doubt there is anything the Ombudsman can do. Is it a lot of money?
Laura says
Hi Sara
£418 was the tax. As I’m on maternity leave it’s the only financial year I am under threshold
Adam says
Finally had a response from the adjudicator agreeing in my favour against SNC saying they should have never given me the credit facility in the first place.
What are SNC like to deal with at this stage?
kim hunter says
Once I had this response from the adjudicator Safety Net agreed with the decision I had to sign an agreement from from FOS by email and once received by SNC I rsng them to see when paymen would be made (They said its usually on a Fridau I think) I had just missed that weeks payments so I got it within 7 days.
Adam says
How long did SNC take to reply to the decision? Did they do it within the timeframe?
Thanks for your reply
JN says
How long did SNC take to reply to the adjudicator? Was it in the 14days?
kim hunter says
Hi All together about 7 working days as it was a Thursday and too late to put it on the payment run for Friday but I did ring them and ask so it may have quickened the process up. Make sure you sign the agreement off the FOS straight away and send it straight back, I did it the same day.
JN says
7 working days from when?
kim hunter says
7 days from the letter telling SNC what they think they should refund me and me agreeing to it.
Alyss says
I’ve just put in a compaint to SNC as I paid over 20 loans back. I had at the time a debt plan payments going out plus about 6 other payday loan repayments each month plus 2 credit cards and debt collectors I’m hoping they will accept my complaint.
Calum says
https://www.google.com/amp/s/www.thesun.co.uk/money/10471346/payday-lender-247moneybox-bust-compensation/amp/
Just seen this 247Moneybox going bust? For anybody interested i have copied the link
Andy says
I’ve seen I’m very lucky I got my refund last month but not so lucky for others :( don’t know how they get away with it
John says
Thanks for all the information, it’s site has really helped me.
Today I received a final response for safetynet credit. I borrowed pretty much the maximum amount from them every month for 26 months running, and in that time they increased my limit to £1000. When I initially borrowed from them I had over £40k in unsecured debt from numerous credit cards and short term lenders. They obviously had access to my bank account aswell.
My calculations make the claim amount I should be getting approximately £3150. They have offered to clear my outstanding balance of £1150, pay me £1000 to settle. So I make it that they are £1000 short of the total amount I should receive.
They have said that they are partially upholding my claim, but have not given any details. With all things considered I believe that my claim should be upheld in full.
I’ve responded to say that I’m willing to negotiate as I feel the amount is short of what is fair.
Has anyone had any success negotiating a better offer? And had offers made which are short of what they should be getting? Also, any success stories of refering to the FOS?
I’m pretty confident that my claim will be upheld by the FOS, and guess I’ll have no choice but to go down that route should they not make an improved offer. I just don’t understand under what grounds they can possible only partial agree to uphold my complaint.
Scott says
Hi John,
I would just refer the complaint to the FOS.
£40,000 of debt is a huge amount and you may have a good salary, your original limit may have been small and therefore the monthly payment considered affordable but increases to the limit not affordable.
Everybody’s circumstances are different, so any comments may not be relevant to your situation or be reflective as to how SNC are viewing things or how the FOS will look at it.
If you are 100% confident that you will receive a full reimbursement then the FOS is your best route.
Scott
ME says
Hi John,
They initially only offered me a partial refund but I disputed this and got them to look more closely at the evidence they had and further evidence. They came back to me and offered the full refund of all interest and the 8%. I think for me, and reading others’ cases, they are one of the better lenders to negotiate with.
Good luck!
ME
ME says
Hi,
Has anyone had any recent success with Mr Lender? I complained to them in Nov last year and they rejected the complaint. I escalated this to the FOS where an adjudicator picked it up in June this year and rejected it in August. I requested it be escalated again to an Ombudsman but received an email last month from another adjudicator who stated she was a part of a team reviewing cases that are waiting for an Ombudsman decision to see if they could deal with the case in the interim. She reviewed the complaint and all of my evidence and has now found in my favour however, Mr Lender have until Friday to respond.
I wanted to know whether anyone has been in this position with a Mr Lender complaint, do they usually agree with adjudicators and, if they do agree, how long they usually take to pay out?
Thanks in advance.
ME
SN says
I had a relative success with Mr Lender, they agreed as a gesture without admission of fault to write off all outstanding loans owed and remove all adverse information from my creditfile. Took a bit of too & fro but it was done in a few weeks from initial email. Didnt get anything back as redress but happy enough with the outcome.
Calum says
Hi ME,
I found Mr Lender probably the best lender out of the lot. On par with SafetyNetCredit. They realised the situation very quickly didnt have to provide evidence. They cleared my outstanding balance within a week and removed all adverse credit plus removing all loans present and past from my file. Couldnt fault them. I found to just keep emailing as politely as you can. Hope you have more luck going forward 😊
Bob says
Good morning,
247moneybox confirmed with me that my redress payment would be paid within 7 days on the 28/11/2019. Have I now lost out on that with the company going into administration?.
Sara (Debt Camel) says
It is very likely that you have lost out, that you are now an unsecured creditor of the firm, that you will have a Claim for the amount you should have received and you will eventually be paid a small percentage of it.
Bob says
That’s for you reply, that is very disappointing I had that money spent on Christmas already but what can you do
Livia says
Hi Bob the same happened to me it’s so disappointing, I lost out on 247 moneybox, quickquid and I know for sure will do with Lending stream as FOS just pock up my case.
RonRon says
Hi Sara (debt camel)
i need some help please.
i am sending all my complaint to the Financial Ombudsman and want to know what else i need to send along with my complaint to speed up the process? e.g things they will required after picking up my complaint.
i have my credit report ready.
many thanks
Scott says
Hi RonRon,
You need to send:-
Final response letter from the lender, bank statements from 3 months before you started to borrow from the lender and for the duration of your borrowing, your credit report and any additional info that supports your complaint.
Scott
RonRon says
Thank you Scott
will do just that.
Satsuma only uphold my second loan out of ten and paid £61 plus interest
i paid over £4000 of interest across all of them.
Sunny rejected £2500 of interest paid on all loans
Drafty- no reply and its been 3 months
Scott says
Hi RonRon,
I hope you didn’t accept the Satsuma offer.
Get Satsuma and Sunny to the FOS and if Drafty haven’t responded within 8 weeks send that one to the FOS then.
Scott
RonRon says
Hi Scott
Satsuma kept the money to reduce the amount I owe on a loan. I did not get to sign any paper work for the refund.
Scott says
Hi RonRon,
That’s good then.
Forward your complaints to FOS and let them deal with them.
Scott
john says
Has anyone had any dealings with Cash Float?
Francesca says
Hello lovely people
So, UncleBuck rejected my original claim pretty much instantly (2 loans, approx £500 in interest.) I asked them to reconsider, they have and have now offered £75 as a good will gesture.
Surely they wouldn’t offer anything if they didn’t think they were at fault? I am tempted to take it however as I did feel this was the least likely of all my claims to be redressed.
All thoughts welcome
Thanks so much
Scott says
Hi Francesca,
You don’t usually get the first couple of loans unless they were really large or your credit report was really really bad.
The goodwill gesture is probably just a way to save themselves the £550 FOS fee. Even if they are confident that they didn’t loan irresponsibly, giving someone £75 is still cheaper for them.
What were the value of your loans, gap between them and your finances like at the time?
Unless your case is really strong, I’d take the offer rather than getting nothing at all from the FOS.
Scott
Francesca says
Hi Scott
Thank you for your reply
The loans were back to back, I took the second one out the same day I paid the first one back. £300, then £500.
My credit score was Very Poor. 163/999
I had two other high interest loans that I’d taken out between those two loans (MyJar and Likely Loans) with a balance of around £2000 at the time.
I was earning a good salary, but a large portion was being spent on debt repayment on old defaulted loans.
I made all payments on time so I’m not concerned about it being removed from my file as I don’t believe it’s had a negative impact necessarily.
With this in mind would you take the offer?
Thanks so much
Fran
Francesca says
UPDATE.
I countered Uncle Buck’s goodwill gesture and asked for £225 (half of what they’d be charged by FOS and approx the interest paid on my second loan)
They came back and said they’d give me £150.
I’m happy with that outcome. This was after their ‘Final response’ so don’t be afraid to push them. Especially if it’s a small amount you’re owed and you don’t want to wait for FOS
:)
Scott says
Hi Fran,
You might have got the 2nd loan upheld at the FOS with your history but that is just my thoughts, nothing is guaranteed.
The main thing is that you have been offered something that you are happy with and its near the interest on the 2nd loan.
It just shows that if you don’t ask, you don’t get.
Well done.
Scott
Francesca says
Thank you!!!
To be honest. I know these loans were sold irresponsibly but, I wanted them, and until a couple of weeks ago I didn’t realise I could get anything back.
So far I’ve got £300, but it could be up to £3k the way things are going. Really grateful to have found this site. Thank you all so much x
Crisdy says
I have been waiting months for my complaint against safety net credit to be allocated to an adjudicator ?
My other complaints were upheld but wonga and quick quid went bust !
Hope safety net don’t go bust ?
alyss says
who can really tell, the FOS back log is slowly clearing so the more complaint upheld the more payouts ect ect. im still awaiting for cashasap to get back to the FOS about their decision and its been now over 3 weeks with no word from them so i have a feeling they may be next.
Donna says
I’ve been notified today that an adjudicator has picked up my claim against Safety Net, I submitted it to the FOS on the 18/12/18 if that helps with time scale.
Crissy says
Thanks for your reply I sent mine January this year so hopefully won’t be much longer!
This site has been a godsend !
Colin Brown says
Hi Sarah,
I hope you are well, I have not posted for a while.
I currently have 2 cases waiting to be picked up with the FOS service.
1) Lending Stream, only had 2 loans but hadn’t even paid back the first loan whilst taking out another loan with them. Bank statements show entire outgoings were made up of rent/other payday loans (4) and the rest gambling transactions, not a penny left out my wages.
2) Likely Loans, exactly the same as above but a much higher loan.
How strong do you think these cases are?
Kind regards,
Col.
Sara (Debt Camel) says
One and two loan cases can be won if the loans are large. But there isn’t much point in me guessing about this, if you feel the loans were unaffordable then have the Ombudsman take a look at your complaint. The Ombudsman will be considering whether the loans were unaffordable and if the lender should have made more checks..
Colin Brown says
Hi Sarah,
When I complained I really emphasised that a responsible lender would not lend to a gambling addict and the bank statements clearly show this, I sent the bank statements from the month before the loans were applied for, surely this is clear and obvious wouldn’t you think?
Any money left over from rent/utility/credit card bills was payday loans (4) and gambling debts.
Sara (Debt Camel) says
Unfortunately the FCA rules don’t say that lenders have to check bank statements before giving every loan. But the larger the loan, the more likely it is that FOS will say the lender should have looked more closely at your situation.
Steffy says
Hi!
Just wanted to share my experience with a number of lenders so far, I appreciate although I put myself in this position there is hope! And I wouldn’t have found this was possible until I one night when I was unable to sleep worrying and accidentally stumbled across this website. in total I have received been offered £4498 worth of refunds since my journey started on 16/10/19.
4 accepted:
Piggy bank – sent complaint 21/10/19 response 29/11/19 – no balance, redress payable within next 2 weeks of £992.01
MyJar – sent complaint 27/10/19 response 04/12/19 – no balance remaining, redress payable within 3 weeks of £978
SafetyNet – sent complaint 16/10/19 response 20/11/2019 – balance remaining minus interest £598 paying £60 per month, balance removed and redress paid in 3 days of £1268.48
H&T – sent complaint 21/10/19 response 22/11/19 – balance remaining minus interest £387.14 removed and redress paid on the same day following acceptance form of £1258.94
The 4 as listed above have alone given me an extra £160 per month which is amazing.
1 rejected:
Drafty – gone to FOS
10 more to go!
I have found this experience so far very enlightening and I can’t believe how much interest I’ve paid over the years, definitely an eye opener!
Will keep you posted for the remaining 10 :)
Gemma says
Hi Steffy,
Congratulations on your success so far! 😊
Do you mind me asking how much interest you had paid to SNC in total? I had rolling loans with them for a year and paid them over a £1000 in interest. I had a loan of £800 outstanding and they upheld complaint closing off loan and refunding the difference of £200.
Does that seem right?
Steffy says
Hi Gemma!
Thank you! The final response letter they sent was “ Therefore, we propose that we redress all the interest that you have repaid from 7 February 2018 (£1735.46), plus statutory 8% interest (£164.61). In line with HMRC guidelines we will deduct 20% (£32.92) from your statutory interest.
We will also remove any interest that has accrued on your outstanding balance (£118.72) and then deduct the interest you have paid plus the statutory 8% interest from your principal outstanding balance (£598.97).
This will leave an amount payable directly to you of £1,268.18. Any adverse markers in relation to this SafetyNet Credit account will also be removed from your credit”
I would just make sure they take off the interest from your current balance of £800 as my original balance was at around 750 so minus the interest cut it down meaning more money came to my pocket!
Hope this helps!
Andy says
Hi , I sent complaints to Fos and bank statements , they have asked for my final response , does this mean they are looking at my claim as it was over 3 weeks ago and heard nothing else thanks
Scott says
Hi Andy,
They will just be getting your complaint set up just now, usually they need all the information and documents before it gets assigned to an Adjudicator.
Scott
Andy says
Thanks mate 👍
Ray says
Sorry, wasn’t able to find my original post, so couldn’t add this post to it.
I received a reply from Uncle Buck asking me to supply them a copy of my credit report, showing defaults immediately before my last loan with them, which I sent them.
However, I got this response from them….As you can see the attachment is unreadable for myself, I believe this could be a security element to protect your information. I can only suggest providing loan agreements for any other loan and any confirmation of defaults etc unless you are able to provide this credit information in a different format.
I don’t have the loan agreements, so how can I move this forward or have I just hit a brick wall? Being a finance company, I thought they would have been able to see my credit file, themcelves.
Sara (Debt Camel) says
The report you sent them, was it a PDF? who from?
Ray says
It’s from Credit Karma and will have to convert to pdf to send in that format
Scott says
Hi Ray,
Advise UB that they should have seen the default when they checked your application and ask them to deal with your complaint on the information that they have to hand.
You shouldn’t need to be jumping through hoops to get them to deal with your complaint.
If your complaint has been with UB for 8 weeks, send it to the FOS, if the 8 weeks are not up yet advise UB that you will be going to FOS at 8 week stage.
Scott
S says
Hi Sara,
I’ve currently got a complaint with the FOS regarding irresponsible / unaffordable lending by Cash Plus (Credit Card). Cash Plus did not uphold my complaint so I escalated it to the FOS but despite this I’m being pestered by Lowell Solicitors to make repayments or enter in to mediation.
Any advice please?
Sara (Debt Camel) says
You have told Lowell that you are disputing the debt and there is a complaint at the Ombudsman?
What is this “mediation” they are suggesting?
Also have you been sent a Letter before Action – may have some other title but it will have included some attachments including a one headed “Reply Form”, see https://debtcamel.co.uk/letter-before-claim-ccj/
S says
Thanks for getting back so quickly. Yes Lowell are aware but it’s been to a court hearing and they are asking if I will enter in to mediation to agree a repayment plan?
Sara (Debt Camel) says
Were Lowell aware there was a complaint when they started the court case?
did you receive that letter before Action / Claim before they started the court case, if so, what did you put on the Reply Form?
S says
Hi Sara,
I told them that I disputed the claim as there was currently an ongoing unaffordable / irresponsible lending complaint. The court appears to think that because Cash Plus did not uphold the complaint that it’s back with the court to resolve; however its now escalated to the FOS? They are saying if I don’t agree to mediation then it will go back to the court for them to resolve? As I’m now unemployed I’m just wondering what the best action is? Thanks
Sara (Debt Camel) says
Talk to National Debtline on 0808 808 4000 – it is possible to get a court case “stayed” in some situations.
alyss says
hi s,
please see info below this may help:
any ongoing debt collection action relating to your outstanding loans
you’ve had correspondence about legal action relating to the complaint
If you need to get in touch, you can call us on 0800 023 4567. Or email – shorttermlending@financial-ombudsman.org.uk. We can talk about what it means for your complaint and any other information we might need from you
this is from the fos so if the debt company are chasing you then you need to let them know quoting your case ref number
S says
Thanks Sara and alyss – much appreciated.
Shaun says
Morning all.
Swift Sterling have agreed to repaid the interest for 9 out of 17 loans, which is £789.28. Do you think this is a good offer to accept?
Shaun
Sara (Debt Camel) says
That depends on the loans they are not including. If they are paying out on loans 8-17, have a look at loans 5, 6 and 7. Are amy of them very large? Wrer there any “gaps” beetween repaying one loan and taking the next one?
John says
hi any one have a link to claim back tax on a redress please
Scott says
Hi John,
Info here for claiming tax back
https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Scott
Robert Orley says
Morning All,
Anyone know how long Lending Stream Usually take to payout a redress claim as I accepted their offer and they said within 28 days?. I only worry as I’ve just lost out on a 247monbeybox which was supposed to be paid today but lost out due to them going into administration.
Many Thanks, Bob
Mike_p says
Anywhere from 14 days to 32 days judging from what people have said on here. Mine was on day 26. Make sure you send them your bank details straightaway to avoid them trying to delay it by saying they don’t have them.
Robert Orley says
Thanks for the reply Mike I have sent them my bank details and they have confirmed them so it’s just a waiting game now. Let’s hope they.dont go bust in the mean time ha
S says
Hi Sara I lost my job recently after being employed since leaving school many years ago. Thanks to your site I’ve been successful in obtaining redress amount from numerous PDLs. Now I’m unemployed and receiving Job Seekers Allowance am I able to claim the tax back on the amounts PREVIOUSLY received or just on the amounts received since becoming unemployed. I’m sure it’s going to be the latter but worth an ask?
Many thanks
Sara (Debt Camel) says
You can claim tax back for the tax year the payments were received.
Did you get payments in the last tax year – April18 – Mar19? Were you a basic rate tax payer in that year?
Joseph says
Hi S, sorry to hear about your redundancy – I too was made redundant on 31/10/19. There is a form you fill in with the HMRC to claim to tax back, you just need to know how much you’re trying to claim back (which each lender should have told you how much tax they’re withholding). Also, try a website called Turn2us, they’re a charity that you can search for grants and bursary which help people financially, for example, who’ve just been made redundant. I applied a few weeks ago and they helped me with a £500 none repayable grant. Good luck!
S says
Thanks for the info Joseph much appreciated. I will certainly look into that. Sorry to hear about your job loss too! Try and have a good Xmas and best wishes for a better 2020! Thanks again S
S says
Thanks Sara – I will have to check but unfortunately as I only came across Debt Camel in January 2019, I think that any redress will have fallen after March 2019. If that’s the case,, am I right by thinking that I wont be able to reclaim the tax until next year i.e. after 19th March 2020; and only if still unemployed? Appreciate your help. S
Sara (Debt Camel) says
The tax year start is c. 5th April.
If all your refunds are in this tax year, you can make a claim for them now. But this is complicated by the fact you have to put down your income for this tax year and you don’t know what it will be yet as it will change if you get a job.
You can get up to £200 back if you are in work and paying basic rate tax. It’s not only if you are unemployed, it’s most people!
Jo says
I’m asking for a refund from Quick Quid
And they are now asking for
· What is the date of your first loan?
· How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
Bank statements (at the point/s you took out your loan/s with us)
· Payslips (at the point/s you took out your loan/s with us)
Do i need to send them
Thanks
JA says
Quickquid have gone bust? Are you sure it’s not a automatic response.
Elle says
The latest from sunny…after accepting their offer on 25/11 and numerous emails that they have ignored since then, I finally got a response from them today saying they have no record of the adjudicator accepting their offer!!! Wonderful! So now they will delay paying out even further as instead of already being nearly two weeks into the 30 day period they will likely now say the 30 days starts from when the adjudicator gets back to them!
On another note, I have emailed my adjudicator (a different one to the sunny one) several times over the last month about my satsuma complaint and I have had no response from them has anyone ever had this?
Alyss says
I have to be fair.
On one of my cases the adjudicator was non responsive to emails and never picked up the phone when it did ring but most the time was on voicemail. I ended up ringing the fos and they chased the adjudicator up for me and they responded within a couple of days
Scott says
Hi Elle,
The payout period starts when the lender has received confirmation of your acceptance from the FOS.
Did you advise your Adjudicator verbally or did you sign an acceptance form?
Scott
Elle says
Adjudicator sent me an email saying she had confirmed with sunny and asked them to contact me directly about the refund. She then closed down the complaint and sent me a feedback form.
Iain123 says
She shouldn’t close down the complaint, may have another issue with the lender that needs handling.
Fortunately all my experiences with Adjudicators have been positive and professional, had about six of them and can’t complain. (email correspondence works better).
Lisa says
Hi
I have a complaint with FOS and have just received an email from the adjudicator sating that she has picked up the case. How long does it usually take to get the initial decision? Its not a complicated case and involves 9 loans, I provided bank statements and everything i had received from Mr Lender at the time of the complaint.
Paula says
Just confirmed with Lending Stream that they received my acceptance from the FOS on 3 December and confirmed my bank details. Now need to wait until 31 December and hope they don’t go bust before then!
Kris says
Is there a complaints email for a company called trusted quid. I cant even find their website anymore. Thanks
Scott says
Hi Kris,
This is another company that you won’t be able to get a refund from.
They have stopped trading and/or may be in administration.
Scott
C says
I put a complaint in to the administrators of Trusted Quid. Was told the FOS will look at it
Scott says
Hi C,
Who are the administrators? Sara can update the list that i got the information from.
Do you know who will pay out if your complaint is upheld as I can’t think who will pay out if the company hasn’t got any funds.
I think there is also tons of complaints regarding data leakage between 2016 and 2018 with this company.
Scott
C says
I was told to email Aron.Williams@cbw.co.uk
I sent my complaint but haven’t heard anything more yet. Don’t hold out much hope but it was worth a try
Kris says
I have a complaint about 6 weeks into the 8 week deadline with 247 money box. How will them going into administration affect my claim.
Scott says
Hi Kris,
The administrators will still review customer complaints.
If any of your loans are deemed unaffordable then you will become an unsecured creditor.
You will then receive a percentage of what you should have received.
Scott
Scott says
I should also mention that the 8 week response time no longer applies and you can’t go to the FOS
Richard white says
Hi sara,u asked me too put on my response from sunny after kicking off with the managment,here it is,after being rejected off complaints i e mailed mallinder and grice,they handed me over to paul baldry who withing a week and half has offered me £325 and scrubbed my debt with lowells(£900) as a gesture of “goodwill” i borrowed 3k and paid 3325(he said he will give me the difference back) what do you make of that?? Do u think thats fair? Im gonna take it because they will prob be out of business by the time it goes to ombudsman
Sara (Debt Camel) says
If the figures are right and you have borrowed 3000 and repaid 3250 then you are bing offered a “full refund” of the interest you paid. A good result!
Richard white says
Yeah,ok i thought,in my case i think it was “get that man out of the shop with his placards causing a scene” offer!! Ha ha,thanks sara
Sara (Debt Camel) says
oh it was… they don’t usually offer a full refund!
Mal says
Any heard what is happening over PiggyBank, not accepting applications at the moment. Looking at the banners they have put on their site during the week and speaking DJs they said that it’s an application IT code issue where they are not getting the credit details back from their agency. Seems the problems started on Wednesday morning and there was an internal release done by TransUnion the night before so it could be true but no one was in their offices in Friday and their phone system said they were closed on Friday morning, still makes sense if they can’t process applications no point in having staff in, except IT staff to resolve the issue. Fingers cross there web application comes back soon and it’s not a sign of another lending escaping their refunds.
Sara (Debt Camel) says
I haven’t heard anything. A problem offering new loans shouldn’t stop staff being in the office to help current customers. They were stopped from lending in the summer by the FCA but then they came back again.
Mal says
At least PiggyBank have used new technology in their applications to at least start to safeguard both the customer and themselves, I think Open Banking should be the standard across all PDL companies. From my experience at least PB kept in regular contact during my complaint and accepted fault so didn’t need to go through FOS.
Joseph says
Seems obvious Mal that open banking would be a good idea but years and years of irresponsible practises will still be felt years to come even if they all decided to start doing this
Sara (Debt Camel) says
True, but starting now is the best they can do!
Mal says
Lost out again.. accepted the redress offer from PiggyBank on the 2nd December and told within 7 working days. Now in administration, totally fed up with these companies taking their profits in previous years and throwing the company into admin. Looking at DJs LTD companies house records for accounts it amazes me the profits they made, I hope they will never trade again. Time for government to help.
Me says
What are avant like at banking your redress?? Do they generally take the 30 days stated??
C says
Mine was paid within the 30 days probably about 2 weeks into it
Jc says
Satsuma the worst of them all had refunds from sunny. LS quick quid they were okay but SATSUMA are a farce 16months I waited for my refund and they sent the cheque to my old address no contact with them at all I had to push the FOS to get my redress got the cheque Friday anyone with a claim with this joke company be prepared to wait