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?
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
Eve says
Hi Sara
Need a bit of advise. I had 3 loans with Mr Lender. 200, 300(paid early) and on the same day I took 1000.
Recived letter today. Not upheld. They offered 25 pound voucher.
Any thoughts? Or suggestions?
Sara (Debt Camel) says
I think they should have looked more closely at the £1000 loan – obviously! You could go back and say you will accept a refund on just the last loan, otherwise you are going to the Finacial Ombudsman.
Eve says
That’s what I’m thinking as well. But it’s a bit depressing this whole voucher thing as they “don’t want the customers to be unhappy about their service”.
Sara (Debt Camel) says
If you go to FOS, it costs them over £500 even if they win. And they know some of their customers may be uncertain they have a good complaint or may be desperate for any money right now. For some people £25 means a good christmas dinner for their kids.
I can’t say you will definitely win at FOS. But yours is not a frivolous complaint, it is worth being looked at. If you lose, you won’t then get that £25.
Eve says
Unfortunately, they replay, that they are not going to reconsider it. Based on the fact that my credit score was 560. Sending it FOS.
Nick says
Sara
I have just had a rejection from Lending Stream (not surprised at all). They are basing this on the fact that it was a ‘affordability’ complaint (in fact I said it was affordability plus irresponsible lending). I had 32 loans over a 34 month period. They state that I paid off some early (I did, to save interest – using money borrowed from them with new loans, & also other payday lenders). I also had a Debt Management Plan running during this time. They shouldn’t have lent to me – I have had complaints upheld against 3 other lenders so far (in the same time period & same circumstances) so I am confident of success if this goes to the Ombudsman. Is it worth negotiating or should I just send it straight off?
Mike_p says
Send it straight to the FOS, they always make things as difficult as they can and I don’t remeber anyone having a sucessful negotiation with them. They seem to have a standard rejection letter as I only complained about some of the loans but they listed every one, it might even be an automated response. In my case the adjudicator ruled in my favour saying the pattern of lending alone should have made it clear they shouldn’t have lent to me, and I got a refund of £1400 from them.
sam says
hey mike
how long did you wait for adudicator to come to a decision and how long for LS to agree?
Mike_p says
The adjudicator took just over a month, Lending Stream took a month to agree despite being given two weeks, and payment was a few days short of the 28 days allowed.
Nick says
Sara
I have just had a look for some previous Ombudsman’s decisions on Lending Stream complaints, and there are NONE showing at all during 2019. Have you got any idea why this might be? Have the FOS stopped dealing with Lending Stream complaints? I can find plenty against the other lenders eg Sunny, Avant etc. It seems strange.
Paula says
My LS complaint was resolved at adjudicator level 2 weeks ago.
Sam says
how long for the adjudicator to look and decide?
Sara (Debt Camel) says
I think LS have been accepting a lot of adjudicator decisions, so they aren’t published. But my search returned 45 published decisions in the last year where FOS upheld the complaint. Eg https://www.financial-ombudsman.org.uk/files/259930/DRN8402753.pdf
Nick says
Ok thank you! I must have been looking in the wrong place!
Sany says
So satsuma finally came back to the and agreed to his findings that they need to refund me £1300 which is awesome. However the fact they are paying me by cheque “within 4 weeks” is a bit disappointing especially as they took months to even come back. What’s people’s experience like in getting their cheque within the 4 week timeframe? And has anyone had it sooner (would obviously be a total bonus just before Christmas but I think I’m dreaming!)
Emily Stott-Halton says
Hi,
That’s great news! They are currently six days late with my cheque after the 4 week time frame. However it definitely has been sent, so should receive it by the end of this week. Hope this helps. Emily x
James says
Hi
I’m currently on day 12/28 waiting for my £2.800 cheque, they have cleared my remaining loan though as agreed, I’ve heard a few people getting it in 10 days & many others going over the 4 week time frame, typical satsuma but I looked at it as light at the end of a long tunnel!
James
Mike_p says
It’s odd they send cheques in a world of bank transfers, especially as they transfer your loan that way.
Katarina says
Hi Sara,
I had 15 loans from Sunny, submitted a complaint and received the response below. The total amount I paid in interest on all the loans was just over £1000, but many were only very short loans, except for the last one, where I cant afford the payments. I have not submitted any acc statements yet or other info when I received this decision. Just wondering if it is worth sending those over and to ask for re-evaluation. I also won a complaint against Myjar, shere the 2 loans overlapped with the Sunny ones. Should I send this through as well? Many thanks
Katarina says
“We conduct affordability and creditworthiness checks for each and every loan application. Therefore whilst we can see you have taken a number of loans with us we are confident, based upon our checks that these were affordable. We also note that whilst you have held a number of loans you have in fact held HCSTC balance for less than 12 months. Therefore we do not accept the loans provided were unaffordable.
We have therefore not upheld your complaint. However we are, as a gesture of goodwill, willing to write off outstanding balance on your account (£659.67) and we will update your credit file to show those loans settled.
We have used the information provided to us and our own internal records to investigate your complaint. If there is further information that has not yet been made available to us that should be considered or contradicts our decision, please send this to us. “
Lewis says
Kararina
This is Sunny’s ‘stock’ reply!
If you believe that you have a good case, email S Grice or P Baldry (email address shown in previous comments here) at Elevate Credit (the parent company) & ask them to reconsider your complaint before sending it to the FOS. Several people have had success doing this.
Ann says
Hi can anybody help please.Do loans to go usually agree with the adjudicator and if they do .Do they usually pay out quite quickly thanks in advance.
Kate says
Hello I’m looking for some advice please, last month I was taken to court by Moriarty Law about an old cash genie account I had received redress for (the alleged debt was bought by lantern DRS) anyway the judge dismissed their case and awarded me loss of earnings and travel costs. Well today I’ve received an email from Lantern and they are now trying to chase me for the same debt! I’ve just got off the phone with them and they say I need to send proof blah blah. Surely they have now crossed the line to harassment, what do you suggest I do, any help would be appreciated
Sara (Debt Camel) says
oh well done on the court case. Did you have any help to defend it?
Lantern will have bought a job lot of old debts. It is Moriarty Law that is at fault for selling the debt. I suggest you send L:antern the proof you weren’t telling lies on the phone. If they continue to chase you after that, then you could call that harassment.
Lucy says
Hello
Just seeing if anyone has had any luck with lending stream?
Any advice would be great I submitted a complaint over 8 weeks but still waiting
Mike_p says
They rejected my complant just before the 8 weeks was up. I escalated it to the FOS, the adjudicator found in my favour, and Lending Stream agreed and refunded me £1400.
They seems to reject most complaints and draw things out to make things as difficult as possible for those complaining. They do generally agree with the adjudicators decision however so if you have a good case and escalated it to the FOS then you should get a refund.
sam says
Hi Mike
How long did the adudicator and LS take to agree and give you a payout date?
Mike_p says
It took the adjudicator about a month to make a decision, then Lending Stream took a month to agree and make an offer, and then it was about another month for them to pay out.
Sara (Debt Camel) says
Phone them up and check they have your complaint and ask why you haven’t had a response.
Cazza says
I heard back from Lending Stream just before the 8 weeks as well, as with others they rejected my complaint so I have raised a complaint with the FOS so I’ll wait to see what they think.
Elle says
I have now emailed several of the senior people at elevate credit (sunny) due to the sheer lack of response I have received from them about my refund. Now on day 22/30 and absolutely nothing confirming when I will receive my refund from sunny despite me chasing them. Let’s hope I will get a bit of customer service from the senior people
Pee says
Try leaving a negative 👎 review on Trustpilot. They’ll get back to you then. They’ll ask can for your loan ID number.
Should speed matters up for you.
I’ve read other people’s comments on here saying they got paid sooner rather than later after doing this. It’s up to you.
Elle says
Thanks but I’ve left them lots of bad reviews on trust pilot, they eventually ask for further information but then never reply again
Nick says
Elle I email P Baldry/S Grice on 2 December (following an initial rejection of my complaint). Mr Baldry looked at my case and made an offer last Wednesday evening (11/12) which I accepted on Thursday and got paid today.
I probably could have got more if I’d held out & gone to the FOS, but it was a reasonable offer (they upheld 37 out of 49 loans!) & I got over £2300, which I desperately needed to pay off other debts, so I feel quite pleased & think that they have been fair. Wouldn’t have wanted a long delay (have got a couple of others still with FOS so will have to wait for those). I hope that you get your redress paid very soon!
Dean says
Hi,
They paid the money into my account on the last day of the 30! I had emailed them, called them but to no avail…
Hope this helps and also hope you get your money soon
Matt says
Hi All,
I had a number of payday loans over the years and also some rather high Guarantor loans. I discovered this site in March of this year and began making various complaints re. affordability and irresponsible lending. I thought it might be useful to some to give an update on the complaints as to timing and outcome:
Matt says
MrLender – Complaint sent in March and rejected by the business. FOS upheld 3/6 loans as being unaffordable. MrLender made a counter offer on 2/6 loans which I accepted this week.
Satsuma – Complaint sent in March and rejected by the business. FOS upheld complaint on 2/3 loans in August. Satsuma did not respond and was passed to the Ombudsman in November. Since then Satsuma has come back and agreed with the Adjudicator’s decision.
SwiftSterling – Complaint sent in March and rejected by the business. FOS upheld complaint on 5/9 loans in August. SwSt accepted the view at the end of September and redress in my account within 5 days of accepting their offer.
Sunny – Complaint sent in August and rejected by the business. FOS upheld complaint on 5/8 loans at end of November. Sunny accepted the view this week and waiting for confirmation that redress (negative infor/default to be removed) has been actioned.
UncleBuck – Complaint sent in March and rejected by the business. FOS upheld complaint on 1/4 loans in August. UB accepted the view within a week and redress in my account within 2 days of accepting their offer.
Cash4UNow, Ferratum, Piggybank, Quidie, SafetyNet Credit, THL, 24/7, MyJar- All settled directly with the respective Company.
Matt says
Now just the Guarantor loans to go. Amigo (plus 3 top up loans), TFS and Bamboo.
Waiting for an adjudicator to be assigned to Amigo and Bamboo complaints. All submitted back in June. Adjudicator decision this week on TFS upholding my complaint on a single loan and now waiting for the company to respond.
It’s a long road but there is definitely at light at the end of the tunnel.
Sara (Debt Camel) says
did you ask your adjudicator if they could also look at the Amigo and Bamboo cases?
Matt says
Hi Sara,
Is it possible to ask the adjudicator to look at other complaints then? I have followed up with the Customer Service reps for an update and I have just been told they are waiting to be assigned and will be in touch in due course.
Sara (Debt Camel) says
yes, this sometimes works if you have another complaint that would have been handled by the same team, eg another guarantor loan. Sometimes it doesn’t. When either you Bamboo or Amigo one is picked up, ask if they can take the other one as well.
Luana says
Anyone has experience with 118 money? I had a large loan of £1000 and then a top up. I sent a complaint to them 2 weeks ago but no acknowledgement from them. Thanks
E says
Had a £3000 loan from them, cost me 6000 over 2 years, They are very slow and then reject generally, so awaiting FOS, been waiting 12 months :-)
Luana says
Thanks hopefully fos will pick up your case soon
Mertzy says
Made my original complaint in feb 2018, for 3 large loans which were 1 after the other. I got first response in March 2019, then adjudicator was assigned to case in May, adjudicators decision came in September, business rejected and went to ombudsman in October, ombudsman picked up in November and got decision 7 days later at start of December, upheld my complaint. Now still waiting for 118 to get in touch, I think they have 28 days to get in touch, and a further 28 days to complete redress.
Luana says
Wow they seen very difficult to deal with, I hope you get your redress soon
Steffy says
Has anyone had dealings with Peachy? They have upheld loans 4 & 5 out of 8, but have added in a sentence stating “ Although we think our checks were enough for loans #1 – #3 and #6 – #8, we recognise that by the time of your fourth loan application, you were starting to develop a notable borrowing history. For these reasons, we agree that we could’ve done more to verify the information we had and establish the reasons behind your continued borrowing”
I have asked them to add loan 7&8 as I rolled them over 3 times each (so technically 6 loans in total) but they have said as there was a gap of 2 months between loans 6&7 it doesn’t show a clear pattern of borrowing but loan 8 was taken out immediately after loan 7.
Any advice on how to bargain to include them after receiving the FRL? (Coincidently the loans they have agreed only total around £250). I haven’t sent them any bank statements etc but is it worth it?
Sara (Debt Camel) says
Were any of loans 1-5 rolled over?
Steffy says
No I don’t think there was an option then, loans 1 – 4 were from August 15 – November 15and then a break of 2 months then loan 5 was February 16, then loan 6 had a break of a year and 4 months, and then a 2 month break between loan 6-7 and 8 was taken out 3 days after finished loan 7.
They are upholding loan 4 & 5 totalling £235.88 with statutory interest of £53.35 totalling £289.23 but with a current balance of £856.87 meaning it has been reduced to £567.64 which is still payable. I would have thought as they acknowledged the 2 month break between 4&5 they would have done the same with 7&8
When I took out loan 7&8 I’ve been on multiple repayment plans with lenders and I would have thought with the 2 roll overs on both loans they would consider them also… I know it’s not great but I was in an awful place early this year
I really just want the balance gone – I have sent an email asking for 7&8 but I don’t know how they will respond and if I should send them further information to strengthen my email
Sara (Debt Camel) says
could you list the loan sizes of all the loans in order?
Steffy says
Of course they are:
1. 04/08/15 – 27/08/15 – borrowed £200 paid £35.20 in interest
2. 27/08/15 – 25/09/15 – borrowed £200 paid £46.40 in interest
3. 28/09/15 – 30/10/15 – borrowed £250 paid £77 in interest as repaid 1 month early
4. 07/11/15 – 30/11/15 – borrowed £200 paid £36 interest as repaid 1 month early
Break of 3 months between 4 & 5
5. 29/02/16 – 18/02/16 – borrowed £200 paid £199.88 in interest (repaid 11 days early)
Break of 1 year and 4.5 months between 5&6
6. 01/07/18 – 09/07/18 – borrowed £400 paid £22.72 interest (repaid before 1st instalment)
2 month break between 6 &7
7. 19/09/18 – 26/04/19 – borrowed £200 topped up twice to £450 paid £466.80 interest
8. 01/05/19 – present – borrowed £400, topped up twice to £720. Have made payments of £623.14 since May, leaving a balance of £856.87
Weird they have only held up 4&5!
Thanks Sara!
Sara (Debt Camel) says
Well it’s not that weird. That is a very big gap between loans 5 & 6. The Ombudsman would regard lons 6 onwards as a completely separate set of loans from the 1-5.
Then loan 6 was small and repaid early and there was another gap. You aren’t likely to get a refund for either loan 6 or 7. But there is a chance the Ombudsman would say the top ups on loan 8 should not have been given.
You could go back to Peachy and point this out and say you would be happy if the current balance is written off.
Steffy says
Hi Sara
Just following up on this, I had lengthy emails with peachy and they are completing refusing to add the most recent top ups and subsequently took an unauthorised payment of £295 out of my bank on Christmas Eve (which has now been returned)
My question is, they have reduced my overall balance as per the final response letter and have put me on a repayment plan, but I never confirmed with them that I accepted it as satisfactory resolution to my complaint, if anything I’ve been quiet vocal about my dispute with it. Do I still have the right to send to FOS? I think even if top ups could be considered it’s better than nothing and given their rude attitude I want to fight this if I can
Thanks!
Sara (Debt Camel) says
You can go to FOS up to 6 months after their final Response unless you accepted it – it doesn’t sound to me as though you have.
Steffy says
Hi Sara
I emailed Peachy to clarify stating I clearly hadn’t accepted asking if I still had the right and they said “ Please be advised that the current reduced balance has been set up as a resolution to your complaint, which means that in case you refer this to the Financial Ombudsman Service, then our offer for this balance would no longer be valid.
Please be so kind as to confirm whether you have escalated your complaint to the Financial Ombudsman Service or would you like to proceed with the reduced balance as a full and final settlement of your complaint.”
What would you recommend doing here? As The balance was obviously reduced by £300+ and I can imagine they will take another unauthorised payment should I confirm taking to FOS
Peachy are by far the rudest company I have dealt with so far
Sara (Debt Camel) says
So it’s up to you. You can prevent Peachy from taking more unauthorised payments by telling your bank you want to canel the CPA to Peachy.
But as I said, this isn’t a simple case becaue of the gaps in the borrowing. You may not get any more by going to FOS. You might get the top ups on the last loan included in the refund (which could be an extra £300 or so). You could get the whole of the last loan included. I think you are unlikely to get more than the last loan added, but it is possible.
Steffy says
Are they able to not continue with their agreed reduction from the final response letter if I decide to take to FOS? Surely their decision on the previous loans should still stand regardless of whether I go to FOS or not as they have agreed loan 4&5 wasn’t appropriate?
Thanks for your help
Paula says
On to day 14 of 28 for my redress from LS. Assume there is no point in chasing them before the 28 days?
E says
Did you receive any confirmation from LS that they had received the acceptance from your adjudicator? My adjudicator took a whole week to email acceptance to LS so still got ages to wait for payment! From reading on here and the other debt camel LS Thread there really is no point chasing and they’ll drag it out until the very end.
Paula says
Yes I received confirmation from both my adjudicator and LS my acceptance was received on 3 December and my bank details were confirmed.
I didn’t think there was any point in chasing, just worried they will go under before I get, which would be my luck!
C says
Advice please. I submitted a complaint to Amigo a while ago and asked for SAR. This is due by Friday and the 8 week deadline is up on 15th January so don’t expect to hear anything for a while but I’ve had a notification from clear score today saying the loan is going to be removed from my credit file this month?? Any idea why they would do this??
SA says
Sunny have come back to adjudicator and upheld loans 39-59. Adjudicator initially gave from loan 6 but has now found from loan 4 to be given. Not sure whether to reject or accept. Just wondering if people know whether they often give better offers at this stage as would prefer not to wait in queue for the ombudsman and potentially miss out completely?
Thanks
Rob says
Hi, I’ve got an urgent question for Sara…..?
I had a complaint with safetynet credit which they upheld and reduced my balance from £790 to £321. I asked them to stop CPA when I started complaint and then after it was upheld I asked if I could set up a payment plan, I have all emails from them saying I could set this up on website or I could pay minimum payment. They have this morning taken the FULL £321 balance from my bank as I have been paid. This has left me one week before Christmas with absolutely NOTHING, not enough for bills or even food never mind enough to travel to see my family at Christmas. I am so upset and can’t stop crying. How is this allowed to happen and is there anything I can do? I need that money otherwise I can’t survive. Help please.
Sara (Debt Camel) says
Oh dear – they are very untrustworthy, whether on purpose or because of incompetence I have never been sure. You should have cancelled the CPA with your bank, not relied on them.
I suggest you go straight back to them and demand the money is put back in your bank account or you will be sending the complaint to the Ombudsman asking for compensation as their actions have left you penniless after they had agreed you could set up a repayment plan.
Nicki says
Oh no Rob, that’s dreadful.. You should contact your bank & tell them that the payment was taken in error & that you want it reversed. Get them to cancel the CPA. This has happened to me and the bank were very helpful.
Adam says
Anyone know how long it takes Safetynet to contact you and pay out after they’ve agreed with adjudicators decision?
a says
everyone has said they are really quick however im still awaiting their response and sent a chaser email and have heard nothing.
Dean says
Hi Sara,
Need your help please. Peachy have rejected my complaint and have offered to write off an outstanding loan I have with them(£250) as a good will gesture. Below is a list of loans, should I go back to them or go the FOS? Worth noting some of the loans were repaid early so I could borrow again. Thank you for your help Sara.
Loan 1: £200.00 was taken on 30/10/2015 and the loan was repaid early by 03/05/2016.
Loan 2: £200.00 was taken on 03/05/2016 and the the loan was repaid early by 01/09/2016.
loan 3: £200.00 was taken on 01/09/2016 and the loan was repaid early by 30/12/2016.
After repaying this loan,,no other loan with them for over 9 months.
Loan 4: £250.00 was taken on 26/10/2017, The loan was topped up by £450.00 and repayment was due in eight installments, however, the loan was repaid early by 29/03/2018.
Loan 5: of £700.00 was taken on 01/04/2018, the loan was repaid early in amount of £969.30 by 08/06/2018.
No loan after this for 4 months.
Loan 6: £250.00 was taken on 19/10/2018, The loan was topped up twice by £440.00 in total, However, after making the first nine installments as scheduled ,this loan is currently outstanding(£250)
Sara (Debt Camel) says
The repayments on the first few loans must have been very low and then there was a big gap. The last three loans will effectively be considered as a new chain of borrowing.
When you say “topped up by” do you mean that amount was added to the initial loan or the initial loan was increased to that amount?
Dean says
The extra amount was added
Sara (Debt Camel) says
You could go back to them and say you think you might get a refund of loans 5 & 6 at the ombudsman but in the interests of getting this settled quickly, you are prepared to accept a full refund on the last loan – the balance would be written off and you would get a refund of what you had paid to the last loan less 250+440, which is probably a couple of hundred I am guessing? Also you want any negative marks on your credit record removed from the last loan.
Dean says
Thank you Sara, will do and keep you posted.
Danny says
Hi Sara,
I recently raised complaints the FOS against 3 lenders (PDL finance – trading as Mr Lender, Indigo Michael Ltd – trading as Safetynet credit and Satsuma loans) and have been assigned an adjudicator for 2 (Mr lender and Satsuma). With Mr Lender I had 4 loans, the latter 3 of which were taken during a phase of bad gambling in which I took out multiple loans with other lenders (Myjar, Wonga, safetynet, satsuma, QuickQuid) as well as having large balances on my credit card. My case with Mr lender has moved quickly and the adjudicator has today sent me an email with a letter they sent to Mr Lender with their final decision. The adjudicator has upheld only the final of my 4 loans, stating that by that point Mr lender should have realised these loans were unsustainable. I’m happy that they’ve upheld loan 4 of course, however I feel that the case has been looked at with respect to Mr Lender in isolation and that my loans and outstanding credit card balances have not been taken into account in making the other loans unaffordable.
Is this a common thing? The FOS asked me for loan details with Mr Lender but nothing on any other lender at the time, however my credit report shows that I had multiple (15+) loans with other lenders during the borrowing period with Mr Lender. Is it wise to dispute the decision of the adjudicator? Should I wait for Mr Lenders response? I’m just wondering what you think.
Thanks!
Sara (Debt Camel) says
how large were the loans from MrL and what were the gaps between them?
Danny says
£200 20/11/17
£200 12/11/18
£200 17/12/18
£600 12/06/19
Just trying to understand the decision as with such a gap between loans 3 and 4, from what I’ve seen of your advice to others in their situations that generally this would be considered a new period of borrowing.
Individually it doesn’t look bad but it’s in the context of other lending that it creates the problem, but whether this is something considered in affordability checks and responsible lending criteria is what I’m unsure of.
Not sure if this is relevant but I have had 5 loans with Wonga found to be unaffordable by the joint administrator for their liquidation spanning across a period of a few months where the 2nd and 3rd loans with MrL were taken.
Sara (Debt Camel) says
so there was nearly a year between loans 1 & 2 and 6 months between loans 3 & 4. And the first three loans were all small.
The regulator doesn’t say what checks a lender has to make. FOS takes the view that for the first few loans isf they are small a lender doesn’t have to look closely at your credit record.
I think a refund on loan 4 is a good result for you.
a says
hi guys,
just having a little rant really…
snc sent a complaint over 2 weeks ago no response. i asked for a update via email and had no response from them. reading others comments people have got a decision in under 2 weeks so as the time goes on just got a little bit disappointing would have loved something before Christmas but was a little to hopeful. has anyone else had this with snc??? would love some feedback.
Danny says
They took almost the full 8 weeks they have to respond in my case, I received their decision 6 days before the deadline.
Pee says
Same here pal. Got the usual speel about 8 weeks to respond when I asked for update as like you said others had their refunds already.
In my case it sounded like they had every intention to reject my complaint forcing me to go to adjudicator etc..
The people who got quick responses and acceptance where the ones who were accepted.
Hopefully I’m wrong but hey ho. I been waiting 6 week now. We’ll see.
A says
Sounds like it never mind looks like I’m waiting longer than 8 weeks for this to be resolved then they will probably go bust by then
E says
Don’t panic. Took over 6 weeks to get my complaint upheld with them and then they got calculation wrong so they had another 3 weeks. They’ll respond and if they uphold your complaint money is paid within 7 days.
Pee says
Ok and thanks for your reply. There is light at the end of the tunnel with this lender then it would seem. Fingers crossed. In fact my whole body is crossed.
Sara (Debt Camel) says
Free twister game with every affordability complaint.
Max says
So I’m on day 27 of 28 with my lending stream refund. I intend to ring them tomorrow if I don’t receive it. When did people with refund from lending stream receive them on the 28th day? Is it worth leaving it the whole day and calling up on Friday? (29th day). Company are an absolute joke to get hold of any other way, was assured it would be paid before the 28th and would 100% not go over the deadline. Will be interesting to see the results tomorrow.
sam says
how much is it for?
just keep calling in the afternoon i would! most of the time you are paid really late in the day or late evening.
Debbie says
I’m on day 23 max I’m due my payment on the 23.12 I hope you get paid tomorrow.
Max says
So after writing this two hours ago I’ve just received my refund! Can only imagine it was released into my account at 6pm. £1550. To all waiting for a refund from lending stream, stick with it and I hope you get a refund before they go bust!! Because that’s what they deserve.
Paula says
Congrats! Here’s hoping we all get!
Debbie says
Oh that’s great news max
Debbie says
Got mine tonight day 24 £3,400 so so happy good luck Paula.
Sarah says
Safety net took the full 8 weeks with me, cleared my balance and paid me £500 good will. I was happy so took it. Probably could’ve got about £1000 ish more but scared they’d go under so accepted just to get rid of the balance
Cjk says
Day 20 and still waiting!
Steve says
Hi Sara
Just after your thoughts my case with Ferratum was picked up by an adjudicator a couple of weeks spoke to him he was very helpful then ferratum sent my case over to him. They have my first 2 loans as being a drawdown like say safety credit all he sent me my credit agreement i don’t agree and contacted the lender they have so far ignore emails and been less than helpful on the phone.
Basically the FOS have told me it now needs to be dealt with by a specialist team , I have contacted this team by email and had zero response I am going to phone them tomorrow but it seems like all these complaints 1 step forward and 2 back and with the current trend of payday lenders going bust I am hoping to get this dealt with sooner or later.
Thanks
Steve
Sara (Debt Camel) says
So you think your first 2 loans were standard payday loans? Do you have the CCA agreement for the loans? It should have been emailed to you at the time.
C says
Anybody had dealings with THL? My 8 weeks is up tomorrow but they haven’t even acknowledged my complaint. Don’t hold out much hope really
Chris says
I gotta tell you about my complaint with sunny. Having received nothing from them after going direct I passed to adjudicator. He came back in oct (c4 wks after raising) and said I was entitled to loan 6-38. Sunny disputed and offered 30-38.
I rejected that so he went back to them. Heard nothing for another 4/5 wks so I chased a few times. Eventually they came back yesterday afternoon and agreed with it all and offered the full £1675. I accepted at 545pm yesterday…and they’ve paid the money at 430 today!!!!!!! Unbelievable.
After a really slow and time consuming process (started in June) its all got resolved in an amazingly quick time!! So happy.
Sara (Debt Camel) says
That’s great, and good news for other people with Sunny complaints.
Matt says
I complained to Sunny in September and they rejected my complaint. I sent to FOS and quickest pick up time and found in my favour on 4/8 loans. Sunny accepted within the 2 week period and now just waiting for the redress to be auctioned.
River says
Hi
I was offered a £615.00 refund from Piggy Bank, I response accepted the resolution to the complaint and heard nothing back they have since gone into administration. Is there anything I can do with this as they are now advising they are unable to do anything, cannot confirm when I will be paid and also how much.
Sara (Debt Camel) says
I am afraid payouts are usually stopped by the administrators and you become an unsecured creditor, who will get paid some percentage wwhen all the assets have been sold and Claims received.
Stu says
I an now 21 days since the ombudsman ruled in my favour regarding satsuma loan. No contact from them except courtesy replies to emails I have sent. To say they are a despicable company is to say the least. Only Lending Stream rivals them from previous comments!!
Harry says
Good news that PiggyBank upheld my complaint although in administration which means my balance owed is cleared completely so if still in debt administration works well only if you have a cleared balance you lose money, just waiting for my Sunny complaint to be passed to an ombudsman has been in a queue for 12 weeks now so hopefully soon don’t know how long this usually takes
a says
Dear Miss , Thank you for your recent contact. Your complaint is currently under investigation. As per the FCA guidelines, we have up to eight weeks in which to investigate your complaint. The deadline for us to provide a resolution to your complaint is 30th January 2019, and you will receive our Final Response by this date at the absolute latest. Kind regards, SafetyNet Team
usual response but they told me on the phone the deadline was 13th jan lovely ….
Sara (Debt Camel) says
when did you send them your complaint?
a says
only 3 weeks ago but as everyone was getting responses so quickly i asked for a update looks like mine will not be resolved in the 3 weeks that most people had. it would have been nice but i think they may go bust before this complaint is resolved.
Sara (Debt Camel) says
Phoning or emailing never speeds up complaints. No one has looked at yours yet. Of course it’s possible they may go bust, but that applies to almost every lender. You can’t do anything about this so trying to forget about it until the end of January seems like a good idea.
Emma says
Hi Sara,
Any update on WageDay Advance?
Many thanks,
Emma
Scott says
Hi Emma,
For Wageday updates best to look here-
https://debtcamel.co.uk/wageday-advance-wda-administration-sale-morses-club/
Scott
Mel says
Hi Sara,
Thank you for all your hard work and for this wonderful website. Thanks to your website I have received refunds from Wageday Advance, Cash Genie, Lending Stream, Quick Quid, Payday UK, 1 Month Loan and MYJAR.
The last irresponsible lending complaint is with Uncle Buck, which is ironic as this was my first irresponsible lending complaint. (February 2018). It has been with the FOS since April 2018. Uncle Buck is still refusing to look into it as they have deleted my records. (I have provided the FOS with my bank statements and an overview of loans taken/fees +interest paid 2010-2011).
Uncle Buck claims that my bank statements is not enough evidence. Is that correct? MYJAR had also deleted my records, however refunded me when I provided my bank statements to the FOS.
Mel
Sara (Debt Camel) says
I think your bank records are pretty good evidence!
Mel says
Thank you, Sara! I totally agree! :-)
Leesharratt says
So the fo dealt with my complaint with swift, gave them to the 24th to agree with there findings. Only to learn they went into admin about a week before. Grrrr. But it’s with the administrations, I’m not holding much hope, but never mind
dan says
hi
i just received a response from loans 2 go using the template this is what they said
In the circumstances and after consideration to all the evidence available to me, I am unable to
uphold any aspect of your complaint.
However, as a goodwill gesture we have agreed to write off the outstanding balance on your
account. This would mean you would no longer be liable to make further payments to Loans2go
as your account would be closed. Your credit file would also be amended accordingly.
shall i accept it or take it to FOS?
Claire says
I received the same response, I took it to the FOS just waiting on it being allocated an adjudicator
Scott says
Hi Dan,
How much did you borrow and how much have you paid?
Bit hard to advise without knowing figures if offer is good or not.
Scott
Sara (Debt Camel) says
As Scott says, figures would help. If you borrowed £1000 and have repaid £1050, it’s a pretty good offer. If you have repaid £2100 then it isn’t!
How much did you borrow? How much have you paid them so far – ignore whether they say this is interest or not, just the total of your monthly payments.
Is this a logbook loan or an unsecured loan? Your first loan from them?
dan says
it was an unsecured loan, i took out £300 and paid about £450, has around £700 left to pay
Sara (Debt Camel) says
Ok, if they are writing off the rest you will have paid about £150 in interest. That isn’t a bad result, you may be able to get that £150 refunded if you go to the Financial Ombudsman – see https://debtcamel.co.uk/worst-loan-in-britain/ for a template if you want to do this. But if you feel that their offer is OK you may decide to accept it.
Debbie says
Just had my payment from lending stream day day 24 £3,400 merry Xmas everyone and all the best to them waiting.
Paula says
Congrats! Checking my bank account everyday lol.
Debbie says
I know what you mean I was doing the same so so hope yours is soon the stress is awful lol.
Chris says
I wonder if I am the only one who is depressed by the appointment of Andrew Bailey as Governor of the Bank of England? The Magic Roundabout of city jobs for the boys is alive and kicking, it seems. Having failed to protect consumers adequately over payday lending, not stood up for the victims of the RBS restructuring policy, failing to police the Neil Woodford investment funds as well as other failings too numerous to mention, he is promoted to the top of the tree. Simon Jack on the BBC this morning reported that he is a widely respected infividual in the city and within Wnitehall. This is preciesly why he should not be appointed to this post. The city is not the place to find talent or the place likely to invite it in from outside. It is a members only club operating a revolving door with the top of government and ordinary consumers who struggle from day to day are as far away as they have ever been from having somebody to stand up for them and champion their cause adequately enough. Merry Christmas one and all!
Dan says
Hi
Does anyone know why 118118 money keep doing searches for their admin on my file? Won a complaint with them 2 months ago and closed loan with them 2 or 3 weeks ago but searches as recent as this week!
Pee says
Adjudicator told me the other day that all 118118 cases are with specialist team. Only that team will be reviewing cases. He wouldn’t say why.
Maybe that’s got something to do with it. Unless I was lied too.
Sara (Debt Camel) says
No idea. But admin searches aren’t visible to other lenders, so it’s a curiosity not a real problem for you.
Joseph says
Anyone ever had an ombudsman issue a provision decision to not uphold then by providing further evidence they changed their mind to uphold? Gutted about my last complaint with Capital One being rejected – Written over 2,000 word document with pictures etc highlighting what i think he’s missed but unsure if it’s a waste of time
Sara (Debt Camel) says
These cases would be rare. I think I remember someone getting an OK result for a logbook loan case a year or possibly two ago. Originally the Ombudsman wa s going to uphold, then the lender came up with more evidence and the Ombudsman reversed position to reject then the borrower argued back. He thought he should have got a lot more at the end than he did, I thought it was a genuinely difficult case.
Joseph says
I’m really hoping i can – I’ve tried to include a lot of material from the FCA responsible lending hand book but tried also not to be insulting by quoting them a lot in my response. I’m just very unsure how he’s reached his decision. I’ve been waiting near on 2 months and it’s about half a page long which I don’t like either, a very short and vague response
Chris A says
Has anyone got any info on Satsuma? Their website has been down since very early this morning. I always check all the lenders websites that I’ve got claims against everyday. I hope they aren’t next to go bust without paying everyone their redress 😔
Sara (Debt Camel) says
Looks like it’s up and working to me. They are owned by Provident, a very well financed firm compared to most payday lenders!
a says
i got on their website all seems to be fine.
Lisa says
Hi for those of you worried about gambling transactions:
I think by loan four, proportionate checks would most likely have shown Miss XXX was
having problems managing her money. I think you’d have become aware that Miss XXX had been placing a significant number of betting transactions at this time. In these
circumstances, I think you ought to have realised it was unlikely Miss XXX would’ve been
able to sustainably repay this loan.
I had a total of 9 Loans between 2010 and 2013 and my complaint has been upheld by the adjudicator for loans 4-9 which is what I was hoping for.
I have been lucky as I complained to the Ombudsman on 11/11/19 and had a response yesterday from the adjudicator.
They have given Mr Lender (PDL) until 3rd January to respond. Does anyone have any experience with PDL on whether they usually agree or ignore?
I lost out to QQ and Wonga for thousands so hoping to actually get something back this time. This claim is about £2,500.
M says
I had a similar situation with Mr Lender. They came back within the timeframe and part agreed with the adjudicator. They didn’t agree with the largest amount obviously but I’m happy to accept the offer made as I would rather something than nothing should they go into administration also. I wasn’t expecting anything so it’s always a bonus.
Lisa says
Hi M
Thanks for the info. They had offered me loans 5-9 but this only amounted to £400 so I decided to go to FOS as it was the larger one they refused. Hopefully they will agree it this time. Will keep all updated on here.
Lisa says
Hi M
How long did it take Mr L to pay out once you agreed with the amount? I am in the sae situation, they partly agreed with the adjudicator but as the two largest loans were included I settled. They said they have up to 4 weeks to pay but I was hoping it would be quicker.
a says
Hi Everyone
has anyone sent their uncle buck complaint to the FOS??
as they said on the 4th DEC they had everything they needed from me and the lender to start their investigation and i have not heard anything in 3 weeks. does anyone know how long it takes them to make a decision??
thanks :)
Paula says
I have been waiting over a month. No response to adjudicator from the company.
River says
Hi
I have had a case with Uncle Buck passed to the FOS. Mine was sent to FOS on 20 August and was picked up by an adjudicator on 23 October. They upheld both of the loans I had with Uncle Buck on 13 November. This was then passed to Uncle Buck who rejected the decision on 25 November and has now been passed to the Ombudsman.
Now I am waiting for it to be picked up by an ombudsman…….
a says
oh the joys :)
Stuart says
Hi guys,
I just wondered if anyone’s had any experience with Mr Lender? I’ve recently received a final response letter from them stating they won’t be upholding my complaint. They’ve also said that all affordability and credit checks were in line with responsible lending policies. However, they haven’t provided me with any proof of this, it just has a box that says credit check – Yes, affordability check – yes. They’ve gone on to say, “ we do not like leaving our customers feeling unhappy… Therefore, as a gesture of goodwill, we would like to offer you an amazon or Tesco voucher to the value of £25.” Has anyone else received anything similar or has anyone negotiated with them and got a better result? The loans I took out were taken out on the same day I settled loans with them.
Thanks,
Stu
Eve says
Hi Stu
I had exactly the same thing. I did try to negotiate, but to no avail. They stated my credit score was high and I did have a good income. Case with FOS now.
Sara (Debt Camel) says
This £25 voucher “goodwill” offer is common from Mr Lender.
But they will often negotiate…
No breaks between your loans helps with d complaint, how many loans did you have? Can you list haw large they were in order?
Steffy says
Hi!
I managed to negotiate with them, and they added one loan – best thing to do is call them and tell them your unhappy with it as they don’t want unhappy customers, and ask to be reconsidered. I spoke to a lovely lady, who within a week included one loan with £300ish interest, was paid out same day I accepted. Good luck :)
Lee sharratt says
Hello. Any advise on Swift Sterling?
Sara (Debt Camel) says
Were your loans with the Malta-based lender or after 2015 with the UK lender?
Paula says
On to day 20 for my payout from LS. Hoping it will be this week!
My Uncle Buck complaint has now been escalated to full FOS so no doubt they will go under before it gets there but that is for a lot less money.
Mr PDL says
Why do you think uncle buck will go under?
Mike_p says
I think there is just a general nervousness with the amount of lenders that have gone under recently. No doubt there will be more at some point and people are worried it will be the ones they have open claims with.
kate ellis says
Well finally had a call from the FOS this morning saying that Provident have agreed with the Adjudicators decision and If I was happy to accept the claim. She said due to Christmas and Holidays it may take up to 6 weeks to have the settlement, but I am very happy that things are finally moving. Thankyou to Sara for this website and all the guidance, I am over the moon!
Luke says
Hi,
Should I make outstanding payment to 247Moneybox if I sent complaint already and also noticed they gone into administration…
Actually I made the payment already eh ;/ Maybe I should wait and just pay part of it, now when they are in administration I can count on max £100 return if any…
Sara (Debt Camel) says
how many loans did you have from 247 before the last loan you still owe a balance on?
Luke says
Quite few of them, sum of interest was close to £2000 when I sent complaint. And just paid the remaining balance £653. I figured out I probably shouldn’t a minute after I did it. Payment was pending on my bank account and called bank to cancel it, but there is only option to dispute when payment is completed.
Eve says
Did anyone had any luck with negotiating with Ferratum? I did get an offer of 225 pounds. When I pointed an error to them about number of loans, they increased it to 300. It still doesn’t cover interest paid on the 5th, last loan.
Sara (Debt Camel) says
How large were each of the loans? What were the gaps between them, the time from repaying a loan to taking out the next one?
What interest did you pay on the last loan? On the 4th loan?
Eve says
Yeah, I have first successful case. They agree to refund interest on 4th and 5th. Between 1st and 2nd was 7 months brake. Then it was continues borrowing. Value of loans was 300, 100, 300, 300 and 500.
Refund should be in my account Today. I’m happy bunny :)
Sara (Debt Camel) says
good result!
Eve says
And I already have funds in account. I could pull about 150 pounds more in FOS but I did not want to take a risk of them going bust.
I’ve lost already about 800 with Piggy Bank.
Steve says
Hi Eve
I had an unbroken chain of 19 Loans they went as high as a £500 gesture of goodwill but that was less than half he interest I paid so sent it to the FOS. Just had it passed from an adjudicator to a specialist team to be decisioned so hopeful of another uphold.
Cheers Steve
Dan says
Ferratum was an odd one with me. They didnt uphold complaint but offered to wipe balance of £469 and sent £200 on top in order to ‘bring the complaint to a full and final settlement’. The total of £669 was £40 higher than my total interest… if all not upheld decisions were like that we’d be laughing!
Dan says
Sunny complaint- 6 loans. Adjudicator agrees with 4-6 which i am accepting. It seems according to others that sunny reject most adjudicator decisions.. anyone had them agree with adjudicator lately?
Michelle says
Hi Dan, I’m in same situation hoping for a counter offer but it will be unlikely, there have been some which have been offered quickly so you never know fingers crossed.
Aymen says
Hey
They reject my complaint 10 loans with them and send it to fos 4/11 picked up 19/11 my adjudicator agree for refund loans 4-10, sunny agreed they responded by deadline 06/12 and now I am waiting for refund
Good luck with urs don’t give up …
Michelle says
Aymen that’s a quick turnaround did they take the full time to respond to the fos?
Aymen says
Yeah they gave them deadline which was 06/12 to respond and they did I think 05/12 and I had outstanding balance with them £460 I didn’t paid them since August and adjudicator told they will refund me £350 and wipe off the balance as well.
Pee says
Got an offer yesterday from SNC which I accepted. Sent them my bank details and got a response saying money will be in my account by 30th Dec so a 7 day wait. Hopefully they stick to this. This the first lender I have known to tell you when they paying you instead of playing game with you and usually paying you on day 28. Good on them.
a says
how long ago did you send you complaint???
Pee says
The 8 weeks allowed to investigate deadline would have been the 20th Jan.
So from when I sent in my complaint in total was 4 weeks. Money into account by week 5.
The way they have handled this complaint in my experience was the most customer friendly one I have had. And for me to say that is a lot. Hope you get positive outcome in your case and news soon.
Mike_p says
They were good with my complaint – they refunded the interest against my balance and set up a repayment plan for what was left within two weeks of receiving my complaint.
Dan says
Cashasap and fernovo complaints both awaiting final response – the final day of 8 weeks is boxing day and nothing yet from either. Has anyone had refunds from these?
Also complained to myfinanceclub who rejected (final response next day) so going to be sending this one off this week too.
Mike_p says
I’m the same with Cashasap – the final day of the 8 weeks is boxing day and I’ve heard nothing yet. I asked them to confirm they will provide a response by then but I haven’t heard anything yet.
When I complained to Swift Sterling they ran it right down to the wire – I had the final response at 22:30 the day before the 8 weeks was up. I can’t help thinking that they generated the response quite early and just put the email on delayed delivery.
Dan says
Both Asap and fernovo said it will be done by 26th (via email) however fernovo sent their acknowledgement 7 weeks after complaint and me phoning up. They’re useless. Yeah im sure they will both reject. Had 4 and 5 loans with them respectively.
a says
hey
i had a complaint with cashasap useless people.
waited full 8 weeks for response and this was a £90 goodwill offer plus balance write off this was rejected by me and went to fos when this got picked up they ruled in my favour and said loans 4-17 should be refunded they took 5 weeks to respond and counter offered balance write off and a refund of £178 this should have been more like £450 however due to the lack of response i took it which was beginning of Dec they ignored emails and finally got paid yesterday.
Dan says
@mike_p.. any news from cashasap?
Deadline day today. I called but they’re shut so no idea when will get this final response. Will ring them again tomorrow morning.
Mike_p says
No nothing yet, although it’s possible they have the respose seu up and ready to go on delayed delivery. As soon as it gets to one minute past the exact 8 week point I will email them to say I will be escalating to the FOS in one weeks time and also leave them a bad review on trust pilot.
Mike_p says
I’ve just found a response from cashasp in my spam folder. They said they couldn’t uphold the complaint but as a gesture of goodwill they would be happy to write off my existing balance. That effectively amounts to a refund of interest on loans 4-7 which I think is a reasonable offer so I I’ve replied to accept.
They were one of better responses ive had. They were quite professional sounding and the response seems to be a personal one quoting things I’ve said, not like the lending Stream one which seemed automatically generated, and there was none of the unpleasantness, threats or intimidation you get from uncle buck.