Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or you still owe money.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable just because you repaid it?
No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to solve a short-term problem. If you kept repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints.
A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam, Safetynet Credit, Tappily:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Likely Loans, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems:] My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- if you weren’t treated fairly while you were borrowing or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- your borrowing didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- your loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an installment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. When you aren’t sure, send the complaint to FOS. This is easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2016, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2022 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your TransUnion Statutory credit report
- a copy of the credit agreements for the loans if you have them. If you don’t, don’t worry, FOS will get them from the lender.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender they will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
Don’t use a claims management company. They are expensive and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
A says
Hello, could I ask a question please?
If a lender (Lending Stream in this case) has agreed with an adjudicators decision and is in the process of closing a loan and issuing a refund (which they say takes up to 28 days) what generally happens if they go into administration while they’re doing that? Does the decision stand and the loan is still cleared?
Sorry if this has been answered already and I’ve missed it. Just thought it would be helpful to ask for myself and other people in that situation (also, keep up the good work Sara, you and your site are amazing!).
Sara (Debt Camel) says
In that situation the loan would still be cleared – legally you have the right of set off between an amount you owe the lender and the amount the lender owes you – but you would only get a small proportion of the expected rest of the refund.
There is no indication that LS is about to go under.
A says
Thank you for the info and I know there isn’t but the paranoia sets in so I just wanted to check. Thanks again
Adam says
So Satsuma were given to the 25th November to reply to adjudicator, no response. I asked adjudicator for update, said to give them one more week, asked adjudicator for update after 1 week passed, no response from adjudicator.
Now 2 weeks later I have asked for another update from adjudicator, awaiting response. Am I right to keep pushing adjudicator to get a response of satsuma or do I just need to be patient?
Sara (Debt Camel) says
I think asking your adjudicator every 2 weeks is very reasonable. Every other day would be poitless.
Max says
I spoke to my adjudicator about something similar to this. They explained to me that it’s better to give an extended period for the lender to reply to the adjudicator of say “4 weeks” than forwarding it on to an ombudsman. Usually this is because the wait for an ombudsman is anywhere between 12-24 weeks. I think the general consensus is to hold out for them to reply to the adjudicator because it just saves a lot of waiting time. Plus there is nothing to suggest the ombudsman will agree with the adjudicators decision either.
JR says
Another early payout from Sunny, my Redress was due to be paid on the 24th December at the latest so I was expecting it to be dragged out until then. I have sent no chaser emails or contacted anyone other than customer services and when I checked bank account today and redress was paid into account. Stunned would be an understatement!
CE says
What should you do if you have multiple accounts with the same lender (I registered for a Drafty loan with a different e-mail address to LS account, and was redirected to Lending stream)
Sara (Debt Camel) says
Include them all in the same complaint.
alyss says
Hi Sara,
i put in a complaint to peachy loans about my account and current lending. i just went to log into my account to view my current balance and they have disabled my account is this normal??? i have been in a payment plan for only a couple of months but before the complaint i was able to view my account daily if needed.
Sara (Debt Camel) says
I don’t know. Is it a problem? Do you need a payment arrangement for the remaining balance?
alyss says
Hi Sara,
no i was just a little shocked. i wanted to get a summary of borrowing and the current balance of my outstanding loan.
i have a payment arrangement in place already but just wondered why they have now disabled my account as soon as i raised a complaint it just sticks me as odd. i was able to get on and off my account for the past 6 months
Mr PDL says
This happened to me after I was late on some payments. Perhaps that’s why?
Pee says
Sounds dodgy to me. They didn’t do this when I was in repayment plan. Call them and ask.
Joseph says
Alyss, MyJar and Quick Quick did this to me, I wouldn’t be too worried. Can’t explain why but I wouldn’t worry
Ljc says
https://www.bournemouthecho.co.uk/news/18091821.piggybank-owner-djs-uk-limited-goes-administration/
FYI Thought I’d send you this Sara just come up on my local newspaper
EJ says
Just a follow up to Sunny refunds. I just agreed a partially upheld complaint. Wanted to hold out but was concerned in case they too decided to bail out of UK market and go into administration. Accepted on Thursday, sent my bank details immediately, and noticed money gone into account today with no notification, so something is better than nothing :-)
Wish I could have been brave and held out to FOS but skint and needed something !!!!
Simon says
Hi
I have recently had an adjudicators decision to uphold my Uncle Buck complaint.
They have up until 24th December to respond.
Do uncle buck in anyones experience usually agree ? I had 2 loans with uncle buck and both been upheld.
If so are there pay outs usually quiet quick ?
Thanks
Karamveer
Mr PDL says
Unfortunately my experience was they ignored the adjudicator for so long they ended up escalating to the Ombudsman (multiple loans). That was three months ago and no update on timings for me. Fingers crossed you have a better experience
JA says
Hello, I’ve also had 2/2 loans upheld with the FOS.
They’ve been very slow at replying to my adjudicator and I have also been put in a queue for an ombudsman.
Won’t be surprised if they go bust like the rest
mdunlopgt2 says
UB’s initial complaint response was for 3 of 8 to be upheld. Adjudicator said 5 of 8. UB came back with same 3 of 8.
Given I’d been 7 months to that point, I accepted that UB weren’t going to budge without going to ombudsmen, and the the 3 of 8 was the majority of the money I was looking for. I accepted in mid-November, and they emailed on 2/12 to confirm bank details, and when I’d confirmed that, further emailed same day to say they’d pay in 7 working days. They paid on the 7th day, without any notification.
si says
same as the others they do not pay on adjudicator , I am now in a queue for last two months rang FO yesterday and lady said likely to be another 3 months before they look at it, said I would check back with them end of Feb 2020 but as the difference for me is what they offered £500 to almost £1800 I calculated plus ccj removal I rather sit it out and if I lose as they go bust I will live with that, hope this helps sort of least you know the worst
Pee says
Omg. What’s going on at Sunny???? Got my offer through yesterday from Sunny who through adjudicator had offered full refund. So I messaged Paul Baldry at Sunny and hey ho money in my account less than 24 hours after accepting.
So whoever it was who said message Paul Baldry my hats off to you.
Thanks. I appreciate it. More so it just goes to show that you can get your money if u go about it the right way. I’m made up. Good luck to everyone else. Hope you get your refunds.
H says
Anyone got a name for avant credit then rather than emailing the complaints address?
C says
Are they being slow? They were with me but I got my full refund eventually. After they upheld my complaint it had to be calculated by a different department which took about 2 weeks to give me the redress figure. Then it took roughly another 2 weeks for me to receive the money
H says
Yes, took the 2 full weeks for figures and now a week in waiting for the money to be deposited. Its ridiculous
C says
Yes it was annoying. The money was in my account one Thursday night. They didn’t say they’d deposited it. It just appeared. It’s just a waiting game unfortunately
C says
Does anybody have an email address for Paul Baldry at Sunny please? Thanks
Pee says
C. If you scroll upwards someone has listed it previous. Full email address. Use as a link.
C says
Thank you for your help
Eve says
Pbaldry@elevatecredit.co.uk
S says
Hi all, 1 week after the deadline given by adjudicator to sunny. Just wondering how often would be best to check with adjudicator. Also if they do uphold anything and I accept would any other correspondence be required or would accepting through adjudicator be enough. Wishful thinking
Simon says
Hi Sara,
I took a loan with Everyday loans for £5000 in September, at the time I was a compulsive gambler. When I took the loan, EDL asked me for bank statements from within the past 3 months, I purposely gave them statements from July as I was registered with GAMSTOP during this period and knew that there were no gambling transactions although I was withdrawing cash and going into the bookies… in August my registration to GAMSTOP stopped and I ended up gambling away a significant amount of money. I have since stopped gambling (online and in shops) and have entered a DMP to try and get my life back in order… EDL are saying that they won’t accept the offer my DMP has offered and I will have to pay the difference … can you advise if this is correct and if I am likely to win an irresponsible lending complaint on the basis that if they had looked at my statements from august they would have seen gambling transactions running into the thousands of pounds?
Thanks
Sara (Debt Camel) says
I very much doubt you can win an irresponsible lending complaint and I do not think you should try. You deliberately choose to not give a statement that was asked for to conceal your situation. I accept that gambling is an addiction but the lender did nothing wrong here.
BUT that doesn’t mean EL should refuse to accept that you are in a DMP. Could you say some more about your current circumstances? What is the total amount of debts in your DMP including this EL loan? How much are you paying to the DMP each month? Are you buying or renting?
And how large is this EL loan in your DMP?
Simon says
Total amount of debt is around £14,000 so EL accounts for about a third. I am paying £250 per month to the DMP and I am currently renting. EL have said that they can not reschedule the account until after 6 months – so I would need to wait until March before including this in my DMP.. I didn’t conceal the statement, I sent them my most up to date generated statement which just so happens to be when I was registered to GAMSTOP and could not gamble online
Thanks
Sara (Debt Camel) says
Nevertheless, the lender asked for statements which was the responsible thing to do. You are VERY unlikely to win an affordability complaint.
But EL cannot operate a blanket policy of refusing to take a customer’s new circumstances into account. I assume you have stopped making the normal payments to them?
Send them a formal written complaint (email is fine, put COMPLAINT ABOUT DEBT COLLECTION as the subject and say that you have set up a DMP with [?] but they are refusing to allow your loan to be in it even though the regulator’s rules say:
CONC 7.3.4 A firm must treat customers in default or in arrears difficulties with forbearance and due consideration.
CONC 7.3.8 An example of where a firm is likely to contravene Principle 6 and CONC 7.3.4 R is where the firm does not allow for alternative, affordable payment amounts to repay the debt due in full, where the customer is in default or arrears difficulties and the customer makes a reasonable proposal for repaying the debt or a debt counsellor or another person acting on the customer’s behalf makes such a proposal.
Mike_p says
Swift Sterling have just gone down the pan too.
Lisa G says
Holy cow, these companies are falling like flies. I feel sorry for those awaiting payments or outcomes to claims and for their employees, made redundant before Xmas 😞
Max says
Lending Stream have 8 days to pay me my redress. I just know my luck and They’ll go down the pan before that 😫😫
Joseph says
at this rate there pay day loans will be a thing of the past. Imagine that? If Satsuma and Lending Stream go, that’s it really!
Sara (Debt Camel) says
Oh there are a few more! Sunny, Mr Lender, Myjar etc
T says
I have been watching the payday and high cost loan market very carefully and I was surprised to find that 24/7 money box had gone into administration. The reason I was surprised is that I have still been receiving emails from them encouraging loans over the past week. The most recent one came through on Monday 9th December, surely it is inappropriate for a company in administration to continue to email customers offering loans
Sara (Debt Camel) says
It’s automated mailing, they aren’t offering loans any more.
T says
I would have thought the administrator would have insisted that the company turned off automated emailing.
Mike_p says
I expect they have, but it will take them a while to get through everything that’s involved.
Sara (Debt Camel) says
My guess is it’s a question of priorities.
Shaun says
Hello everyone,
Just wondering if anyone has used the resolver site to lodge a complaint against a company that then went into administration?
The FOS was just about to look at my Swift Sterling complaint before it went into administration. I lodged my complaint via the resolver site. I am just wondering if the FOS is able to forward my information to the administrators or would I have to begin a brand new complaint as I lodged it via the resolver site?
Many thanks for any feedback you can offer,
Shaun
Sara (Debt Camel) says
It’s up to the administrators how they handle this situation. You will be able to make a Claim to them. With the larger firms in administration the administrators usually set up an automatic claim for anyone with an open FOS case, but I don’t know if the administrators for smaller firms will think this is worth doing.
Realistically the administrators are going to be very busy at the moment, I suggest you ask them in a couple of weeks what you should do.
Andrew says
Hi, not sure this is the right place to ask this. It relates to the 20 % tax we have to pay. We can claim back £250, what about our ISA allowence could this not come into play as the company’s holding onto our money has deprived us of the opportunity to efficiently reduce tax on our money. Could this be argued as a loss when you put your complaint into the FOS. I am basically saying should the loan company be liable for the tax owed as they have deprived you of the opportunity to put your money into an ISA. Also has anyone tried this argument with the government? Would they be sympathetic due to the number of companies bailing out and going into receivership.
Sara (Debt Camel) says
The 8% statutory interest you are given on refunds is provided as general compensation for all other losses you may have incurred because of the interest you paid on the loans being refunded.
You are not going to get anywhere with the argument you are suggesting.
Andrew says
Sorry i thought it was to compensate money you could have earned interest in if you had not given it to the company. So my thinking was if I had not given them the money then I could have put it into an ISA where all my interest would have been tax free. It seems like the taxman is getting a great deal on this one. If this is deemed compensation do people who get compensation for injury’s as a result of being injured in a car crash lose 20% of their money to the taxman?
Sara (Debt Camel) says
No tax is charged on the interest being refunded. That is your money and you get it back untaxed.
Tax is just charged on the 8% statutory interest that is added as compensation. Yes if you had invested the money in an ISA it would have been tax free, but you are pretty unlikely to have earned 8% interest in an ISA! The taxman is not getting a “great deal”, you are coming out of these refunds pretty well.
Tax on compensation for injury is complicated, see https://www.ftadviser.com/your-industry/2018/01/10/q-a-when-does-tax-apply-to-compensation/?page=1, but this does not help your argument at all.
ciaran says
Hi
What happens to Piggybank now. I was due my refund this week but they have gone into administration. Do I contact the FOS or do I wait to hear from Piggy.
Colin Brown says
you will not get your money now sadly.
Sara (Debt Camel) says
Read this more positive comment from another reader: https://debtcamel.co.uk/payday-lenders-bust-lessons-wonga/comment-page-1/#comment-330842 and phone the administrators,
Colin Brown says
We need to be realistic, once a company goes into administration you will get a tiny percentage of what you are owed, no payday loan company that has gone into administration has paid a redress in full, far from it they pay pence in the pound.
Ciaran, you just need to forget about it and then at some point you will be contacted but it will not be this year.
I have family that work as Administrators and they tell me the process. So unfair but the way I view payday loans refunds is some you win some you lose. I was fortunate to stumble across this site 16 months ago. I claimed against: QQ (days away from being paid), Wageday Advance (won), Payday UK (won), Uncle Buck (won), Lending Stream (Ombudsman) Likely Loans (Ombudsman), Trusted Cash (Bust) and Swift Sterling (Bust). All in all not bad, just think you never knew you could claim until this so see it as an added bonus if you get any that’s how I cope mentally.
Sara (Debt Camel) says
I always try to be realistic!
It is possible to get a large percentage back in an administration. Or indeed be fully paid if there turn out to be more assets than liabilities.
For the largest companies with years of poor lending decisions on a large scale, that isn’t going to happen. But Piggybank are pretty small and they can’t have been in a disastrous shape or its unlikely they would have been allowed to resume lending in the summer.
Joseph says
With this in mind Sara, why do you think they decided to put themselves into administration then? If as your comments suggest, they couldn’t have been in that bad of a state?
Sara (Debt Camel) says
At a guess, they may have found that when they always make sure the loans are affordable, the business isn’t profitable. I didn’t say they were in good shape, just it may not have been a disaster.
Lani G says
Hi all,
Quick update on Safety Net Credit – complaint submitted 26.11.19. The response today upholding my complaint and issuing a refund of just under £300 after using the remaining 1200 to pay off the principal balance.
Just sent bank details to accept.
LG says
Does anyone know how long it takes them to pay out?
LH says
Mr Lender rejected my original complaint. This went to the FOS, they agreed in my favour, Mr Lender disagreed and now this is being passed to an Ombudsman for a final decision….this happened to anyone? Do they usually decide in your favour or the lenders?
Sara (Debt Camel) says
In 90% of cases the ombudsman agrees with the adjudicator’s decision.
How many loans did you have from MrL? How many did the adjudicator say to refund?
LH says
Had 7 loans in total and first 4 were not upheld but the remaining ones were.
Shaun says
I recently accepted a settlement offer from Swift Sterling. Luckily they paid out the day before they went in administration. I was very lucky. Worried about my outstanding complaints now.
alyss says
i think we are all concerned that we wont be paid out in time im slightly concerned about my cash4unow and my snc im hoping they will respond before they go down snc is the highest payments made i think around £3000 in interest.
alyss says
and still waiting cashasap to pay me they confirmed bank details last week and wont respond to emails when i ask for a payment date.
alyss says
Hi Guys,
did anyone receive this when they complained to SNC??
DPA Verification
Please verify your details.
Thank you for contacting SafetyNet,
To verify your identity and satisfy the Data Protection Act, please click the link or copy and paste it into your web browser to verify your details.
Or you can contact us via LiveChat on: safetynet.credit.
Or call us on 0800 180 8400.
Kind regards,
The SafetyNet Team
Lani G says
No I didn’t receive that at all, just a standard we’ve received your complaint.
Sarah says
Yes I did its fine and I got a settlement. Good luck
alyss says
ah ok cool its just my address and phone number has changed since 2013 so lets wait and see
Sar says
Hi Sara
Quick question my complaint against Sunny is at ombudsman level at the FOS been there since sept when sunny said they didn’t agree with adjudicator findings I rang for a update about 2 weeks ago and they said sunny have offered a refund on loans 17-22 which was refused as adjudicator said loans 4-22 to be refunded my question is it worth me emailing this fellow P Baldry ? And If I do what shall I put in email? Just feel like sunny are taking the mick as 22 loans in 6mths is not right
Danielle says
Hi,
I’ve now had my final decision from amigo… after 11 weeks. It was worth the wait though as they have upheld my complaint on the initial loan and on the top up… removed the guarantor too.
So grateful for this page! Thank you.
The only thing is, my guarantor made a lump sum payment back in June, I still have a balance with Amigo. I’ve paid some of this back to my guarantor and my guarantor is happy for me to receive the refund and pay the remainder owing back to him this way. If I give you some figures would you mind working out what I’d be better off doing please?
Sara (Debt Camel) says
If you and your guarantor are on good terms, it’s easiest if Amigo pays the guarantor and he passes to you whatever you have already paid him.
Emily says
Hi,
Update- so Satsuma told me I would receive a cheque today (11th December) and it has been four weeks since accepting their offer, following the ombudsman decision. It never came! :-( is there anything I can do? Thanks x
joey b says
Just thought I’d post some info on the progress I’ve made on getting refunds from these ‘mistakes’ I’ve made in the past.
So far I have used the template on this site to reclaim :
Ferratum : £600 goodwill offer. (last loan early 2018). Probably would have been a couple of grand or more if I’d taken it to the ombudsman but the rate that firms are closing down I thought I’d better just take it. Paid out same day after leaving it until the final day of the 2 month window.
LendingStream : Admited their fault for £645 interest (nearly all of it). Paid out on the very last day of the 28 day payment window, AFTER the 2 month complaint window. Load of hastle and phone calls from me, but considering the loans were from nearly 8 years ago then I wasnt that bothered. Surpised to get anything.
Quiddie : £200 goodwill offer (last loan 2017). Took it as they also waited until the very last day. Load of hastle to get them to pay it out but they did eventually.
247 : evidently went bust last week, shame as that would have been a grand or so (if they ever responded anyway).
Basically the template does work, but you have to constantly hound these firms once you get a response. I glad I got anything but its a decent amount. Moral or the story is, just try the claim using this site and see what happens (and never go back to that cycle of course)
joey
Aaron says
Hi Sara,
I submitted a complaint to Mr Lender using the template letters above, they said they sent my statement of account by post, which I never received, I asked for all communications to be sent via email, they said no it’s company policy to send by post (not sure if this MO is acceptable or not). 8 weeks went by and nothing, turns out they sent it to my old address. As it was now well past the 8 weeks I requested a final decision by the end of the week or I’d have to send it to the FOS, which they agreed they would. I now received a letter from them more than 10 weeks after lodging the initial complaint stating that: the loans where older than 6 years (which some were) and that I need to provide proof of how I came to be aware that I could still complain about old loans beyond 6 years so they can conduct a thorough investigation. Now I did explain why i did not complain earlier in my original affordability complaint, but how do I prove what they’re asking for? It appears these are just stall tactics. Would I be able to just go straight to the FOS at this point? Many thanks.
Sara (Debt Camel) says
Yes you can go straight to the Ombudsman. How many loans did you have from them? How many were older than 6 years?
Aaron says
I had 2 loans with them, both being rolled over many times, the last loan had rollover payments that were repaid within the 6 year limIt, this loan was originally taken out just on the edge of the 6 year limit (08/2013).
Sara (Debt Camel) says
Ok, so you may well get a refund for the second loan because of all the rollovers on the first. You can either go to FAoS now or you could tell MrL that your case goes in a week unless you are refunded all the interest on the second loan.
E says
This is to remind folks it is worth pestering these companies, nothing ventured nothing gained. Update : Accepted partially upheld complaint with Ferratum. Had 119 loans over 4 year period. Upheld last 50 stating that that although they were at no fault whatsoever, that they should have reviewed my HCSTC loans after a period of 18 months. I accepted the partial as was terrified they would go bust like many others have done recently. After monies paid into my account, I complained again saying they should have made their assessment after 12 months. They came back agreeing (even though I had already accepted the partial, explaining I was terrified) and have now repaid from 12 months of lending in full and final settlement.
Sara (Debt Camel) says
That is an unusual story. I don’t think that would work very often but good that it did for you!
alyss says
hi guys,
really strange i got a notification this morning that my credit report had changed. i logged in and my old SNC account has been reopened so now i have two active accounts on my file both updated DEC 11th, dont get me wrong both of these were never in arrears however it looks like i have opened a account for more credit. is this normal while a complaint is going on?
James says
Hi,
Question about the amounts refunded as compensation and the tax paid.
Am I correct in assuming the compensation amounts need to be added to my ‘annual income’ for tax purposes? I ask as I think they will push me over the child benefit limit.
Will they show automatically on my p60 as the tax has been automatically deducted at source?
Thanks
ps – keep up the good work, great site
simon says
Hi Sara and all,
After a bit of advise, Peachy sent me an email and have offered a settlement for my debt reducing the amount from £229.79 to the interest only of £6.53, I rang them to check this amount and they said it was a mistake and the amount I need to pay to clear it is £100. I tried to argue that it was in writing at £6.53 but they wouldn’t accept this. As it is in writing from them do I have any rights to only pay the £6 and say they have to clear it?
Simon
Sara (Debt Camel) says
Is this the only debt you have had from Peachy?
simon says
Hi Sara,
Yes it is the only debt I have with them.
Andy says
The Fos have sent me an email saying they are contacting satsuma for therw side.of the story and want me to send credit report ext .. so this means my complaint is been picked up I’m guessing ? And also I’ll send the info today what sort of timescale am I looking at before I get a decision thanks
Mr PDL says
Hi Andy,
Just to share my personal experience to date. I received an email like this mid-August and it has taken some time for the adjuticator team to get all the necessary information together. They have started to review my case this week and I am hoping to get their response in the next few days (based on the time it has taken to review my other cases).
Hope this helps.
Mr PDL
Andy says
Thankyou PDL good luck
Louise says
I’ve just had an email from the FOS asking for statements etc and a copy of my credit file, how do I get an electronic copy of this? Or even a paper one?
Thanks
Christina says
Hi! Is it worth to make complain if I lied to loan companies? I filled form and lied about employment and income said that I am working but I were not. I paid most of them BACK from partners wage. Should I have a go or better keep out from complaining as I just get in trouble?
Sara (Debt Camel) says
Did you use the same payday lender for several loans?
Christina says
Hi, Sarah! I had about 8 from Lending Stream and 4-5 from Piggy Bank.
Sara (Debt Camel) says
It is definitely worth complaint to LS then. An inaccurate application makes it harder for the lender to assess the first few loans but before 8 LS should have realised you were probably in trouble and stopped lending.
Piggybank is more marginal but they have just gone into administration so I suggest sending them a complaint.
Chris B says
Hi Sara,
Just wanted to say thanks. Around 5 years ago I used SNC defaulted after 2 years but paid off the full balance last April. Obviously account shows default but closed.
Used your template, emailed them last week, got a full and final over today of £173.96 and asking for bank details to send it too and they will remove the adverse details from my credit file.
Over the moon, only had one account with them a chuffed to bits!
Chris B says
Hi Sara,
Thanks for the template, on a whim I sent an email to SNC on an account defaulted 3 years ago but I paid off last April.
They came back and offered me £176.96 and to remove any adverse credit file records.
Over the moon, thanks!
Calum says
Hi Sara and Team,
Complained to Satsuma back in September for Unaffordable lending due to me being made redundant and having several payday loans at the sane time. I have just been chasing for an answer. They came back today offering £30 and upholding my complaint as a sorry due to the late payments recorded on my credit file. But after asking to remove the loan from my credit report they are not upholding that part of my complaint and just amending it to say the payments werent late?
Does that seem fair? I am happy to wave the £30 in exchange for the removal on my credit file?
Any suggestions?
Many thanks
Andy says
What in my credit report do I have to send over to the Fos I really don’t understand it can anyone help :(
Luke says
I just sent my whole report. They will just look back at the time of the loans and see what else you had going on financially
Luana says
Hi guys! Anyone knows how long lending stream takes to respond to the adjudicator? Got an email today from adjudicator saying they shouldn’t lent me loans 6 to 40 and they have until the second of January to reply. Thanks
Em says
It varies! They took nearly 6 weeks to respond to mine and others have had a response within 2-4 weeks.
Luana says
Thank you did you get your payment yet?
Em says
Not yet but only accepted yesterday x
Paula says
I got a response after 2 weeks. Now 10 days into the 28 days for paymemt.
Luana says
Hopefully you get it soon. I am trying not to expect nothing as I got so disappointing missing out on 247moneybox and quickquid after accepting their offer
Paula says
Yeah I am a bit apprehensive about that but hoping as Gain Credit are American they will be ok just now. Who knows.
Turtle says
Had an alert today from ClearScore re Wage Day Advance records being removed. Looks like they are starting to get things off our credit records finally (not that I’ve been able to get ANY information from the incompetent liquidator)
Mandy says
Does anyone knows why fos takes a lot longer to pick up safety net cases than other payday loans? I sent snc since may and all they keep telling me is still waiting to be picked up and I send others in September and is already resolved. Thanks
mdunlopgt2 says
SafetyNet Credit just responded to my complaint of 22/11/19. I chased it yesterday, as I saw others had responses within 2 weeks.
They have offered full refund of all interest I ever paid them, with 8% interest added, which has written off my outstanding balance and left a tidy 4 figure sum.
I’ve made a number of complaints via a CMC over the last year, 4 successfully, but the success of making complaint yourself on this site encouraged me to strike out on my own with the template letter. A victory for consumer power. Many thanks to the Debt Camel team, and all those who post of their experiences here
Alyss says
I’m hoping they are going to respond to mine soon as I dont want them going bust before then
Chris B says
I’ve had a bit of luck with SNC, only company to be far. Complaint to payment in 2 weeks. Hope it works out for you as well!
Alyss says
Same would be nice to be fair as the others have not worked out so well. Only submitted a compaint last Wednesday so their deadline is 13th Jan but hoping it will be sooner than that
Chris B says
I just opened my email and saw a final response email, was expecting the worst and say a £176 refund due. Only had one loan/account with them which is paid off after default. Even on their live chat they were helpful, advised up to 7 days for refund, 1 day later in bank.
mdunlopgt2 says
Have you sent a chaser email? All i did yesterday was politely ask for an update on the investigation. They responded that they still had until mid-January in line with FCA rules. And today came back with final response. Good luck, hope you get a successul outcome soon!
Alyss says
I rung them today and was really polite asking for a update the guy went over to the team and came back to me after 5 mins and said they have my complaint and have until the 13th Jan to respond so I said thank you for the update
Alyss says
I dont know what email they will go to as I help two accounts one in 2013 and one current. I just got a email saying they couldn’t verify my details and to give them a call but i had already called them and stated about the two accounts they seem to be so quick with most people maybe I’m just being a little impatient I mean I’m still waiting for cashasap to pay me the £176 but getting no response from them
Em says
Alyss – I had 2 accounts with SNC as well. They took around 5 weeks to uphold my complaint however it only was for 1 of my accounts. When I brought this to their attention it then took another 4 weeks to get a response so my advice is when they do email you with the final decision double check that it is for both accounts x
mdunlopgt2 says
Unbelievably, SNC have closed out my account as fully paid this afternoon! That’s a DMP payment that doesn’t need to be worried about now. Haven’t got the rest of the redress as a payment yet, but what spectacularly fast complaint handling and action.
Mr PDL says
Hi All,
I’m just wondering if anyone is having a similar problem with the FOS as me.
I submitted a complain for Myjar back in May. The FOS requested the final response letter in June, which I sent the same day.
After 5months I followed upthe FOS in November to understand progress, where they responded that they have not received the final response letter. So I resent this mid-November, alongside my original email attached as evidence I sent it the first time back in June.
Now today, the FOS have asked me again for the 3rd time for the final response letter, saying they asked for it in June! So I have resent it, alongside copies of my two previous replies.
This also happened with my Sunny and Trusted Quid complaints, all going round in circles.
Is anyone else experiencing such ridiculous management of their complaint?
Rant over, I am just frustrated that my complaint is going nowhere.
Have good days :)
Mr PDL
Sara (Debt Camel) says
That sound pretty unusual. I suggest you phone them up and say you want to put in a complaint about the way your cases are being handled and the way you keep being asked for information that you have already sent.
Mr PDL says
Thanks Sara, will do. I fully understand they are busy, but they just creating unnecessary work for everyone!
Chris says
Hopefully you hear back soon. I’m waiting on them to respond to the adjudicator’s findings by the 19th Dec. My only worry now is they will go bust as they’re accounts are overdue.
Mr PDL says
Yikes I didnt know that. I’ll add it to my missed opportunities with WDA, Onstride, and Instant Cash loans….
But that said that said thanks to this great site I have had a couple of successes, so I cannot complain too much.
Sara (Debt Camel) says
looks to me as though their accounts are often a few days late…
D says
Hi All,
I am wondering about other peoples experience of Moneyboat. My complaints with the FOS. Initially Moneyboat provided information to the adjudicator, then has since refused to communicate. The Adjudicator decided in my favour – 1 to 12 loans to be refunded. They have given them numerous extensions to reply but have failed, and now its being escalated to Ombudsman.
Not many bad reviews on Trustpilot for them, surprisingly!
PF says
Hi D,
I had a few frustrations with Moneyboat over the summer due to slow response times but they put that down to holidays and illness. I did leave a poor review on Trust Pilot and it seemed to kick them into action.
The adjudicator sent his assessment to the business on the 5th August with a deadline to respond by the 16th August, The business eventually responded on the 30th August and i received my redress on the 18th September. Although I have contacted them a number of times since as they still haven’t removed the CCJ and now I am having to refer them back to the FOS as they won’t respond!
I hope they respond to you soon!
Debbie says
So just thinking with a few of us waiting on refunds on 28 days do they include bank holidays? With Xmas coming.
H says
I’ve just had an email, mine is a 30 day wait and they have said it should be in my account before the 5/1/20 so no bank holidays have not been factored into my 30 days
Debbie says
Cheers H I thought this was the case but I expect with my refund being due from lending stream that they are gonna use every excuse they can make to not pay on time.
sam says
quick question if possible.
once an adudicator took your case. how long did you wait for them to agree (negotiate) with LS and get a payout date?
Just approx really.
Louise says
Has anybody had a successful outcome with MR Lender? My case had been with the FOS for over a year. I had 4 loans, one with rollovers, and the adjudicator initially ruled that loan 4 was irresponsible. Mr Lender disputed this and it took months for the case to be reviewed.
Last month, the same adjudicator contacted me as the Ombudsman had asked him to look at the case again. The adjudicator has now ruled that loans 2-4 were irresponsible due to gambling and other factors.
The business were due to respond by 4th December and I’ve not heard anything. I have contacted for an update. I know the FOS is busy but I have lost out on thousands with previous claims because of the delay in looking at cases and then the businesses going under. I only have this case and SNC left so I’m praying for a happy outcome with both.
Thank you.
Louise says
The adjudicator has now replied. Mr Lender has rejected his findings again and now the Ombudsman will look at it.
I know it’s like asking how long is a piece of string but does anybody have any idea of timescales. I have already been waiting over year.
Sara (Debt Camel) says
Past history isn’t much guide to how long this one will take because the ombudsman queues are now much shorter.
Luke says
I have a sunny case that was rejected at adjudicator stage and went to ombudsman on 4th November and haven’t heard anything yet so I think it’s safe to say you won’t hear back til after new year at least.
ME says
Hi Louise,
I’m in the same position with Mr Lender complaint. Sent mine to FOS in March last year, picked up by Adjudicator in June but he ruled against my complaint in August. I asked for it to go to an Ombudsman. In November another Adjudicator picked up my case after they were asked to review cases waiting for an Ombudsman assessment and she ruled in my favour of 2 out of the 5 loans. However, Mr Lender disagreed and asked for an Ombudsman decision. I have emailed the Adjudicator as I felt it was unfair for it to be pulled out of the Ombudsman queue for it to be put back in at the bottom of the pile when I had asked for it to go to an Ombudsman in August. She stated that she would request it be out back into the August pile but stated that I would still be waiting for response for up to one year. Almost 2 years to wait for a response is crazy considering many of the lenders have now gone into administration meaning less complaints in the Ombudsman queue.
Good luck with your complaint. Hope you hear something soon!
ME
Chris says
I just had a surprise phone call from Uncle Buck regarding my complaint made on 7th December. I had a total of four loans with them and repaid a total of £493.48 in interest. They offered to repay me the interest and 8% for loans 2&3 which amounts to £307.88. Accepted their offer and payment should be made within 7 days. I must thank Sara because if it wasn’t for this site I would never have put claims in
Chris B says
Hello,
I have just received a notice of termination from 118118 re my credit card. I fell behind on payments for 5 months, phoned them today and found that they have already terminated the agreement.
I spoke to the agent who was the most unhelpful person ever, the letter stated it would be terminated within 2 months from the date of the letter, 10th December and as it’s been terminated, added a default as well.
He kept talking that he couldn’t reinstate the card, I’m not interested in that, now I’ve got my finances back on track I wanted to setup a payment plan for it. He ended up not being able to explain why it was terminated when the letter said 2 months. He has now raised a complaint .
How can they send a notice of intention to terminate the account, then default and terminate it on the same date, completely different to the letter.
Adam says
Received an email today for my adjudicator regarding my SNC case. SNC have came back and agreed to pay all the interest, £156 altogether, not much but will definitely be a help for Christmas.
Waited a year for adjudicator to pick up case, received email from adjudicator 12/12/19 and reply today to say SNC have agreed with adjudicator findings. Just to wait on payment now!
Thanks for all the help once again
Luana says
Hi Adam! That’s great you finally got it ,I am also waiting for 9 months now for someone to pick up my snc case, everytime I call they say still on the queue but the funny thing is my other cases sent months after has already been resolved can’t understand why
Ts says
Same for me, 7 other complaints all picked up, snc still not touched. I think the complexity of the case has something to do with it, as they are not a typical lender.
KT says
Just wondering if I have had a complaint upheld by cash converters is it worth emailing Elevate Credit International Limited as cash converters works as a broker for sunny to speed up my refund
Thanks
Sara (Debt Camel) says
No. If your loan was from Cash converters it has nothing to do with Elevate.
Sarah P says
Have received my response from lending stream who have rejected all my loans saying they did an affordability check from a third party .
I have e mailed the FOS what happens next ?
Already missed out on Q Quid Wonga don’t want to miss out again
Still waiting on sunny and provident my jar rejected me too
Sara (Debt Camel) says
You wait for FOS to look into your complaint. Have you also sent them your myjar complaint?
Sarah Perring says
Hi
This is the response from the financial ombudsman via lending stream
I’m a bit confused
Sara (Debt Camel) says
how many loans did you have from LS?
Barry Giro says
Oh how I despise Drafty/Lending Stream.
No reply to my emails asking for redress payment. Whenever I call I get so angry with the idiots that work the phones I end up just giving up.
Has anyone had any luck getting through to the CEO ?
Sara (Debt Camel) says
So a refund was ordered by FOS? When?
Barry Giro says
Refund was ordered in 21st of Nov by Ombudsman.
Drafty decided to not look for her email that said I agreed to it so I ended up calling them 5 times to make sure they are aware I agreed to their offer. Useless. So now it’s from 3rd of Dec. So final day will be. jan 1st.
Sara (Debt Camel) says
Unless you enjoy banging your head against a brick wall, I suggest you wait for the 1st. there is no evidence that increasing your blood pressure has the slightest effect on speeding up getting your refund from LS/Drafty.
Barry Giro says
Haha.
Yep, this case was in the Ombudsman queue for two years so I’ve got a lot of pent up rage, maybe need to go and do some boxing.
Mike_p says
I tried chasing them but I don’t think I got anywhere. They ignored my emails and the people that answer the phone have obviously been briefed to act as a barrier between you and anyone with any authority – all you get is a “computer says no” attitude.
StevieC says
I had the same experience with Drafty. Adjudicator upheld my complaint although they ignored payment for 8 weeks. I emailed them everyday 3 times a day for weeks and eventually they reacted and paid redress. I also said I would be referring them to FOS for poor complaint handling. They then offered me £100 compensation for the delay.
C says
Well, Sunny have rejected my complaint so I’ve referred to the FOS on the below grounds (worth noting I was successful in a complaint against Sunny in November 2016 but they’ve still lent to me again):
you state in your background information that ‘you were never required to use more than 3% of your monthly income to make a contractual repayment for any Sunny loan granted’. How would you know this when it clearly states on the data you sent me that ‘Income Certified by Provenir’ was NO for every loan application?
You state that you carry out affordability and creditworthiness assessments. Surely if a customer has complained previously regarding unaffordability this will trigger alarms, but seemingly not as once again the data you have provided to me clearly states that in the column headed ‘Default in Last 4 Months’ – this was YES on every occasion apart from one where it states no data. It is also interesting to note that there is no data available for the question regarding ‘Did the Customer Have More Than 2 Outstanding Short Term Loans at the Point of Application?’ I’m guessing that this data was chose to be ignored as I had numerous outstanding short term loans at the point of application with various funders and was simply borrowing from one to pay another so once again if this data had been checked, Sunny would have seen the horrendous financial situation that I was, and am in.
Sara (Debt Camel) says
Can you summarise your current financial situation? Do you currently owe money to sunny? To other high cost lenders, if so who and have you complained to them? Credit cards and catalogues? Other loans? What about priority debts such as rent/mortgage, council tax, gas/electricity and car finance?
I would have hoped that that large refund from Amigo would have resolved many of your current problems?
C says
So sunny have said ‘However, we will, as a gesture of good will, write off the outstanding balance on your account (£152.50) so that you have no further liability to us. We will also update credit file in respect of any loans in arrears and we will show these as settled.’
Have recently received £10,500 from Amigo. Have an outstanding loan with EDL but haven’t started that one yet. Am on repayment plans for previous payday loans e.g. Satsuma. During this period of lending with Sunny, I missed mortgage payments and electricity but thankfully have got back on the straight and narrow with that.
Sara (Debt Camel) says
So you have complaints into Satsuma and other lenders? Send Everyday loans one now!
C says
I’ve complaints with others previously and have won majority of them luckily.
Mark says
Hi there,
My complaint was not upheld by 247Moneybox back in November (before administration). Can I resubmit complaint for administrators to investigate as I believe I have a good case or should I just go to FOS?
Many Thanks
Marius
Sara (Debt Camel) says
I suggest you wait a few weeks. It’s unlikely FOS will now accept a complaint. The Administrators will say how you can claim.
Alyss says
Has anyone had any experience with cash asap ?? Adjudicator agreed with me and they came back with a offer which I shouldn’t of taken but I did confirm my bank details last Thursday but when I ask when they will pay my redress they dont respond…. does anyone know how long it takes them to payout ??
Pee says
With them they just blanked me. So I messaged the Managing Director and got my cash a day later. Dey a disgrace. No customer service skills whatsoever.
Mike_p says
Do you have an email address for the managing director? They are ignoring my emails at the moment.
Alyss says
Yes do you have the email please? Becaude I’ve emailed and rung several times
A says
Hi Mike
This may be a long shot but I didnt get a bounce back for pavel@cashasap.co.uk they state he is a director it may work but it’s worth a try
Sara (Debt Camel) says
That is Pavel Victorovich Okhotin. If you get a bounce back, try pavel@apfin.co.uk
Alyss says
I’ve tried to find a email address for the director but got all bounced back so annoying how did you message her??
alyss says
i got this email this morning from cashasap funny that after emailing the director:
Thank you for providing the requested information.
The refund will be processed within 14 to 28 days of the FOS acceptance, which in your case was 6th December 2019. We thought the external company that you used to submit your case to the FOS would notify you of these timelines but you can also check that directly with the FOS if you prefer.
We have to make sure that we act fairly to all our customers and process claims in order. We hope you would find that reasonable and understand that we cannot prioritise some of our customers ahead of others based only on the amount of follow up emails that we receive. We treat everyone fairly and process claims in order.
Your refund will be processed within 28 days of the FOS acceptance, and hopefully sooner. We appreciate your patience in the meantime while we are helping other customers.
Kind regards,
cashasap.co.uk
Marie says
Hi Sara
Last week Satsuma agreed with FOS to refund me £500, do you know roughly how long it will take them to process my refund?
I’m hoping it’ll be before Xmas, but know I’m probably being way too optimistic!
Thanks
Marie
Stu says
Hello Marie
The financial ombudsman made a final ruling in my favour about 18 days ago and the only contact I have had with them this far has been initiated by me! All they tell me via email is my query has been passed to the relevant department. Terrible company to deal with regarding complaints.
Marie says
Oh dear not good, hope your complaints gets resolved soon too!
Emily says
Hi Marie,
My complaint went to the ombudsman and was agreed a refund by the 11th December (4 weeks later). Satsuma only send payment via cheque, which is annoying! Anyway I didn’t receive the cheque so I rang them and they said they had an issue with printing or some stupid story! Should receive the cheque by the end of next week so they say. Hope this helps, Emily x
Marie says
Thanks Emily, I really hope you get your cheque next week!
I think I’m going to ring them today, to try and hurry things along. Sounds like they purposely draw things out! Xx
Emily says
Aww thank you! If I don’t receive it in today’s post, I’m going to call them again! It’s only £268.43 but it’s better than nothing! I hope you get yours too, I’ll let you know when I have received mine. I accepted on the 14th November xx
Emily says
Hi Marie,
Just an update. So I didn’t receive my cheque in today’s post, so I gave Satsuma a call. They said the cheque was sent out last Thursday first class, so should receive it this week. Fingers crossed! Xx
H says
Morning
I sent a complaint to lending stream using the template on 2/12.
They have sent me my SAR this morning but no actual reference to the complaint I sent. Is this normal or do I now need to resend the complaint.
Sara (Debt Camel) says
Did you send the template letter in the article above as it doesn’t ask for a SAR?
H says
I’m sure I put in about irresponsible lending but I cant quite remember.
I dont have the original email as I sent it through contact us on the website.
Should I resend the complaint?
Sara (Debt Camel) says
no! I was just wondering if you had used some other template letter as in that case I wouldn’t know what the rest of it said.
I suggest you reply to the email saying “Thankyou for the SAR information and I await your response to my complaint.” Or you could send them more details, see the optional Step 2 in the article above.
But you do not want to send a new complaint and give them an excuse to restart the 8 week clock.
H says
I’ve sent the complaint for the large loan high interest (not sure why I done that though). So I have in the complaint regarding irresponsible lending in there. I have emailed back to ask whether they will now be considering my complaint.
Thanks Sara
Dan says
Hi Sara
Ive been trying to submit a complaint to myfinanceclub but all of their email addresses are bouncing back (including the one debtcamel recommended).
They say on their site you can use a form but there is a max 2000 characters and no option to attach bank statements.
Can you advise?
Sara (Debt Camel) says
The Step One complaint template above is a lot less than 2000 characters. Just send that on their form. They can come back and ask for bank statements if they want. Put Other as the selected reason.
Elle says
Hi all
What do people do when we go past the 30 days mark? I am on day 21 for my refund from sunny which I accepted on 25/11. Sunny tried saying they didn’t receive acceptance from adjudicator but i have spoken to adjudicator and she told me she has sent it three times to them evidencing she did send it on 25/11. They are not responding to any emails from me. They also send me a message asking for more info from my trust pilot review, I send them the info and then never hear from them again. I’m despairing as I am recovering from pheumonia and have obviously had time off sick which I don’t get paid for. This refund money was needed to get us through. What if they don’t pay me by day 30?
Neve says
Hi Elle,
I had success through emailing pbaldry@elevatecredit.co.uk and got my refund so quickly! He is some sort of customer relations manager at sunny.
Hope this works!
Elle says
Thank you but I emailed him 5 days ago and so far nothing back I could cry I so wanted this before Christmas
Nick says
Mr Baldry looked at my complaint last week Elle… Has upheld part of it & made an offer which I accepted on Thursday morning. (I could probably have held out for more with the FOS but it was a reasonable offer & I really need the money asap like you in order to pay off other bills & Christmas). Anyway I emailed him my acceptance (& bank details) on Thursday but haven’t had anything further or had the refund yet. I know other people on here appear to have received theirs very quickly. Am keeping my fingers crossed! Maybe he is off work – it’s a busy time of year… ? Maybe is is just inundated with emails & wading through them!
Elle says
Yea maybe, I accepted their offer (after adjudicator upheld in my favour) on 25/11 since then have heard very little other than them on the only response I have had trying to say it’s the FOS causing delay – total lies. I can see sunny trying to say they haven’t had the acceptance from FOS yet but the adjudicator sent it on 25/11 I have the email evidence plus I have spoken to her and she’s told me she’s sent it to them THREE times because they keep telling her they don’t have it. This is so unfair I have already waited so long through FOS etc I’m at the final hurdle and they are delaying so much. I can’t understand how some people are getting their refund in days yet I have heard nothing after 21. It is a huge amount of money and I’m so heartbroken that it isn’t going to be here in time for Christmas by the looks of it. Then we will have a huge delay over Christmas no doubt!
Dan says
Hi all.
Havent heard much about quidmarket on here, but have just had adjudicator uphold complaint on all 3 loans. Has anyone had any experience with them? Are they known for accepting adjudicator decisions etc?
Pamela wilson says
Hi Sara can you help me? I took out a loan foolishly with cash lost. I couldn’t afford the repayments and they made me ring their manager who was rude, patronising and condescending. She refused my repayment offer even though in the expenditure form she could see I could afford no extra. She wanted me to pay 500 pound instantly and the debt would be cancelled or else she wanted me to send my bank statements circling every transaction I though was a priority and demanded to know what I spend the payday loan on? Are they allowed to do this? What do I do now? I don’t want this debt hanging over me and I would go into a dmp but im saving for a mortgage and I’m now worried I have destroyed my chances of ever having my own home
Sara (Debt Camel) says
Who is the lender? How long ago was this?
Rich says
I really don’t want to bash the FOS but after phoning Satsuma today to be told that they had already responded to the FOS I then phoned my adjudicator. A substantial offer has been sat with them for over 3 weeks with no info forwarded to me. Pretty poor I think.
a says
it seems to be hit and miss my uncle buck has been with a adjudicator since the 5th Dec and i have not heard anything yet but my cashasap and amigo were so quick it was just over a week and i had both decisions. my Mylar case has just been picked up and is being looked at from today so im hoping this wont take weeks and still awaiting my satsuma to be picked up which was submitted in may.
Elle says
I can’t even get a response from my adjudicator for my satsuma case. Been over a month now and I have sent several emails to them directly and FOS and have not even had an acknowledgement. Going to have to call them but I hate using the phone for these things I find it so humiliating