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?
Fraggles says
The FOS ruled in my favour on my 4th loan with Satsuma. Ive been waiting for them the respond and today received a notification from my online that they have received payment in full. This prompted me to sign in and I can see the 4th loan has been removed but a new one added with yesterdays date for the same amount.
Im very confused.
Sara (Debt Camel) says
They are useless. You will need to phone them up and ask what is happening.
Louise says
Has anyone had any luck with affordability claims with drafty? I know it’s a bit different to the normal payday loans.
Thanks
Sara (Debt Camel) says
Just use the standard template in the article above and send it straight to the Ombudsman when your complaint is rejected – Drafty is owned bt lending Stream who usually reject most cases.
PAMELA MIRI says
Has anyone recently had a refund paid out by Satsuma? It’s been 8 weeks since FOS gave final decision on refund.
Thanks
Sara (Debt Camel) says
Was this an adjudicator decision or an Ombudsman decision?
PAMELA MIRI says
Ombudsman.Satsuma failed to get back to adjudicates response so went to Ombudsman for final decision.
Sara (Debt Camel) says
Good – have you told your adjudicator about the delay?
PAMELA MIRI says
No ,I haven’t… should I ?
Sara (Debt Camel) says
Yes!
PAMELA MIRI says
Emailed Satsuma who came straight back for more id.Hopefully they reply in next few days or back to the Ombudsman !
Linda says
Hi Sara. I’m currently paying Piggy Bank via a DMP with stepchange. I’ve heard nothing from the administrators but wondered if I should inform stepchange in case the monthly amount they pay to them has to be paid to the administrators instead? Any help would be appreciated as not sure what to do or who I’m paying
Sara (Debt Camel) says
Do you think you have a possible claim for unaffordable loans from them? how many loans had you had from them before the last defaulted one?
Scott says
Merry Christmas Sara and all readers of the site.
Anyone who has a complaint currently ongoing, please don’t get stressed about it, this is a very slow time of the year.
Take a deep breath, exhale and enjoy the festive season and get ready to start your fight again in the New year.
Scott
Ann says
Hi all merry Xmas .The adjudicator has agreed that loans to go has to refund me all interest he,s on holiday until 2.2.20 loans go phoned me to say there are working redress out ive not had offer yet are they good a paying out quick when you accept offer. Or do they drag it on thanks in advance .
Pee says
OMG..!! Wish I had over a month off work at Christmas. Lucky for some. Hope my adjudicator is back before yours as he almost finished my 118118 complaint. My biggest one. If I win. Will be good start to 2020.
Ann says
Oops in wrong lol 2.1.20 good luck with yours .
Sue says
When they gave me the figure and I accepted. I rang them to say I had accepted and money was in my account that same day
Ann says
Hi sue was that with loans to go paid on the day as you accepted thanks
Stu says
I am now on day 29 since the ombudsman ruled in my favour for my satsuma case and still no sign of any refund! I am going to phone them tomorrow and see what is happening! By far the worst company I have dealt with so far!
Emily says
Have you spoken to Satsuma at all? I’m in the same boat. Accepted the offer on the 14th November. Been in constant communication with satsuma. Said I would receive a cheque on the 11th December. That passed and nothing. Rang them back and there was an issue with printing, said I would receive it the week after. Still nothing! They’re now blaming Christmas post so not a clue what to do!
Stu says
Hello Emily I haven’t spoken to them yet but I am planning on doing so today! I will let u know how I get on.
James says
Hi
This doesn’t sound good I’m on day 24/28, no sign of my cheque I think the only way is to phone them everyday & become a nuisance, I am going to wait until day 28 & then do just that … it’s shocking even when you think you’re there it’s still pie in the sky
Stu says
Exactly James. They drag things out as long as they possibly can. Just relieved it over now and hopefully urs is sorted soon!
James says
Hi Stu, good to hear you got yours!, hopefully mine will be here soon too.
Stu says
So I have just spoken with a woman at satsuma loans who informed me that a letter with the cheque for my refund was sent out on the 23/12/19 and should be with me soon! Let’s wait and see.
Mike_p says
It’s odd that they send out chques in a world of bank transfers.
Stu says
It is odd but obviously just there way of being difficult. The cheque has arrived this morning for £933.26 which I am off to deposit at the bank. Roughly took over 14 months but worth it in the end!
Emily says
Hi Stu,
Fingers crossed you receive yours soon. They told me they sent out my cheque first class on 12th December. Hasn’t arrived again today :-( x
Sara (Debt Camel) says
You need to ask them to cancel that cheque and send you a new one.
Emily says
Hi Sara,
Wouldn’t that take longer cancelling it and resending a new one out? Thank you, Emily
Sara (Debt Camel) says
Not if it was delivered to the wrong house… after 2 weeks it must be unlikely it will ever appear.
Emily says
Hi Sara,
I’ve just spoken to Satsuma. They’ve said that the letter was printed on the 12th December but the actual cheque wasn’t sent out til the 17th December, and that Royal Mail have advised them there is a two week delay with post. Told me to call them back the first week of January if haven’t received it but they’re confident I will, so wouldn’t reissue a new cheque as they would have to cancel the first one etc and it takes more time. So I’m just going to have to be a bit more patient and hope it comes then! Thank you x
Stu says
Hi Emily,
I received my cheque this morning which was roughly 30 days after accepting the ombudsmans decision. They told me my cheque was sent on the 23rd December.
Paula says
What time of day did Lending Stream pay people? On to day 24 now so hopefully be soon!
Mn says
I am waiting also… stream agreed to fos. Should be by 3rd of January but still hoping before that…that word hoping…
Debbie says
Normally between 7 and 8.30pm hope you get it soon Paula I keep checking to see if you have :)
Paula says
Thanks Debbie :)
Chris says
I have complained to LS
I have two loans due for a payment on the 31st of December ( have had a total of 30 loans with LS over two years) , I have cancelled the CPAs for them – is it wise to stop payments? Or should I continue to make them. I actually have had an adjudicator pick up the complaint and they have given LS until the 2nd of Jan to reply.
Sara (Debt Camel) says
With 30 loans over 2 years it seems very likely that you will get a refund – what was the adjuicator’s decision? Obviously I can’t guarantee it will happen!
Adam says
My complaint finally settled with Satsuma. Interest removed from remaining balance and all fees and charges removed and all adverse info removed from credit file. Almost went to the ombudsman as Satsuma didn’t reply in time, but they replied shortly after and agreed with adjudicator decision.
FOS sent email on Monday saying Satsuma would be in contact, satsuma emailed today and interest was removed from balance today so just left to pay the remaining capital.
Thank you everyone for the help and thank you Sara for this website!
Jim says
After being a long time reader of this thread, I though should share my experience so far with Lending Stream.
I originally made an affordability complaint on 05/10/19 through LS website. Having taken 51 loans from 2013-19.
They gave a final response on 29/11/19 – accepting that “loans 8 – 47 may have possibly been marginally unaffordable”
Based on this they said “Based on our affordability assessments, we conclude that loans 8 – 47 may have potentially been unaffordable. As a fair resolution to the complaint, we can refund the interest and charges on these above-mentioned loans which amounts to 6742.15 ”
After receiving this response I was very surprised after reading so many stories of virtually automatic rejection of affordability complaints.
I swiftly accepted their offer as I do not believe by taking my case to the FOS, I would have recovered much more and did not want to risk dragging out the process, with so many lenders entering administration.
I then had confirmation from LS on 05/12/19 that they had received my acceptance of their offer and that the refund would be paid “in” 28 days of my acceptance.
Fast forward to today (27/12/19), (day 28) and my refund was paid at 18:00.
I sent a chaser email on 23/12/19 and also reminders on the morning of 27/12/19 copying in Chris DeBoer, with no reply. I am fairly sure most emails are ignored.
Apologies for the long comment. And thank you very much Sara, your advice and knowledge that you share through debt camel are so helpful.
Sara (Debt Camel) says
That is an OK offer from them! Let’s hope they are smartening up their act.
Mike_p says
That’s the first time I’ve heard of them making an offer, maybe they have a new employee who hasn’t been on the customer frustration training course yet :) Hopefully this will continue for other people who’ve complained about them.
Sara (Debt Camel) says
Comment Of The Week !
Nick says
I have recently had a rejection from LS, despite having similar complaints upheld by Sunny & MyJar (& Wonga, if that counts). The timescale and circumstances were identical, so I still feel that I have a good case.
My question is, who is Chris DeBoer who has been mentioned here? Is referring a complaint to him likely to result in a re-consideration, and if so, what is his email address please?
Stu says
Does anyone roughly have any timeframe for how long a complaint against Loans2Go takes for an adjudicator to pick up at the FOS? I am currently just over 1 year and it is my last complaint left with them!
Ann says
Hi stu I think they get treated different from payday loans as over 12 months give Ombusman a phone for a update .
Daz says
Hello
Just a quick question not sure if anybody can help but I have had an account with Safety Net Credit for the last 30 months and started with an account with £250 gradual increases now credit limit is £1000 I have borrowed every month and usually pay £8 per day for the full £1000 this on average charges me anywhere from £80 to £240 a month depending on how long I’ve borrowed for. Not sure if I have a case to complain? I just want to get out of this spiral now my mum passed away and i got myself into gambling problems so they can see on my account that there is multiple gambling transactions as this is linked to my bank account and I’m also in a DMP? Any help grateful thank you
Mike_p says
It’s definitely worth complaining, they are one of the better lenders to deal with in my experience. I had an account with them for 6 months with a limit that increased to £700, and they agreed to refund all interest and set up a payment plan for what was left of the balance after removing interest. It was all sorted in less than two weeks from sending the initial complaint.
Charlie says
How much interest did it equate over 6 months may i ask? I had similar with SNC, my limit increased to £959 over 7 months i was borrowing/paying almost weekly… im sure i paid over £1000 interest although i dont know for sure.
Mike_p says
It was about £300 of interest, I was bouncing back and forth with them taking a large repayment when I was paid and then having to reborrow a week or two later.
If you still owe them money then as well as the lending complaint ask them to put you on a repayment plan – that should freeze the interest and give you an affordable repayment amount until they’ve looked at your complaint.
Sarah says
I had loans over 18 months. I actually changed account to get away, lodged my complain and within 8 weeks everything had been written off, a £500 back to me. I could’ve got a bit more, but… I borrowed it, I knew what I was doing and I was so so grateful to be out of it I accepted. And I’ve never looked back! Definitely raise a complaint if you had 30 months of loans
Luana says
Hi guys anyone knows if I need to fill up the forms quickquid and 247 moneybox sent ? If I don’t send back the forms means I won’t get a redress? Thanks
Sara (Debt Camel) says
What forms?
Luana says
Sorry Sarah I should have explained, I received a email from quickquid explain how things will be done in the administration and in the bottom there’s a form for creditors to fill in including bank account information. I also received this same thing from 247 moneybox but by post.
It’s like the voting form and proof of debt form, I am just lost if I should fill them or not? As I find it hard to fill forms. Thank you very much
Sara (Debt Camel) says
See https://debtcamel.co.uk/quickquid-casheuronet-administrators-proposals/ which looks at the QQ proposals. You don’t have to vote if you don’t want to. If you don’t it won’t affect your claim.
I haven’t seen the 247 Moneybox Proposals – it is likely the same applies there.
Luana says
Thank you so much
Luke says
I have a case against Sunny currently with the ombudsman. I have found the communication from the FOS really poor (I do understand that they will be really busy with payday loan cases and this may be why). I received an email at the beginning of November explaining that sunny did not agree with adjudicator and an ombudsman was going to review my complaint. I was asked to send any addition information before 18th November then the ombudsman will look at it.
Does this mean that I was placed in a queue on November 18th and it could actually be ages before it gets looked at or that it was actually picked up by the ombudsman on that date?
fred says
adjudicator decition was in my favoure on 26 of november,and given untill 10 dec to provident to reply,but nothing being heard form provident,how long usually takes from providence to come back to adjudicater with the decition
Sara (Debt Camel) says
Is this a Provident doorstep lending complaint or a Satsuma complaint?
Provident used to routinely delay then reject adjudicator decisions, but for the last six weeks or so they have been accepting a lot of doorstep lending complains that they had previously refused and they are in the middle of settling those cases. So at the moment they may be too busy with the 500 or more complaints they are settling to be paying attention to new adjudicator decisions… but I hope this is good news for yours and all future complaints – that Provident is more likely to accept them.
Whether this will apply to Satsuma complaints isn’t clear,
Ade says
My wife had a complaint with provident. They said no to all loans. We forwarded to FOS and heard nothing back. Then on xmas eve she recieved a surprise check for 2300 in post !!
Amy says
Hi Sara and all, be grateful for any thoughts re Sunny update.
Have had an email from FOS to say that Elevate have made an offer to settle, I assume following me also having recently taken the liberty of emailing Mr Baldry to express my displeasure at them not upholding adjudicator’s recommendations :) my complaint was initially made to Sunny in Sep 18 referred FOS in Feb and awaiting Ombudsman decision since Sept.
Sadly the offer is still not fully in line with what FOS proposed :/ which was refund of interest from the 31 Dec onwards with rationale that by this point I’d drawn down to limit four times in quick succession which personally I think is quite reasonable.
Been a bit difficult to work out the payments as was flex credit and they haven’t given a full breakdown, but in total interest repaid was £1389.29 and I reckon about £770 from the point of what adjudicator is recommending.
Sunny feel its reasonable to only uphold and refund from loan six the last two payments in March and April ‘total borrowed £184.44 total repaid £555.69 refund £371.25, plus 8% £170.78’ which after tax would be a total refund of £507.87.
Not sure if my maths is correct but thinking it could be a case of around double the offer if Ombudsman was to uphold, and would like to hope my case should be quite strong with everything else that was going on, although again the dilemma of whether to wait.
Have put my loan history below :)
Amy says
6.10.13 loan £750
31.10.13 repaid £290.40
4.11.13 draw down £109.17 back to limit
30.11.13 settled £962.34 then loan £750
31.12.13 repaid £301.55 and draw down £76.82 back to limit
31.1.14 repaid £297.76
1.2.14 draw down £80.27 to limit
28.2.14 repaid £284.69 and draw down £102.44 in to limit
31.3.14 repaid £291.25 and draw down £82 to limit
25.4.14 settled £912
Sara (Debt Camel) says
Could you give the exact words of your adjudicator decision?
Amy says
By the draw down on 31 December 2013 when she reaches her credit limit for the fourth time over 3 months and the second time where she’s drawn down on the same day as making payment, I think there was more you should’ve been doing to further understand X’s circumstances and determine why her balance wasn’t decreasing.
However, I can’t see that you did anything to try and ascertain whether X circumstances had changed or if she was experiencing difficulties. And I think she lost out as a result of this.
So based on what I’ve seen, I don’t think you did enough when X behaviour suggested potential repayment problems and I therefore think you failed to comply with what was expected of you according to the FCA guidance.
how to put things right
• refund all interest and charges that X paid on her flex-credit loan from 31 December 2013 onwards;
• pay interest of 8% simple a year on all refunds from the date of payment to the date of settlement*;
• remove any negative information relating to the flex-credit loan – that was incurred following 31 December 2013 – from the credit file.
Sara (Debt Camel) says
Thanks – in that case I agree with your arithmetic – c £770 interest paid after 31Dec. + interest would be over £1000.
So you have a difficult decision. I have no particular knowledge that Sunny are about to go under, but if they are this will probably be announced in the first week of februaru when there next set of results come out. You are unlikely to get an Ombudsman decision paid out before then. But if they dont go under then you are quite likely to get an Ombudsman decision paid out before their following set of results in early May.
Gemma says
Hi,
Does anyone have any experience with everyday loans?
I complained 8 weeks ago now and they haven’t got back to me so I will escalate to fos.
I did/do only have one loan with them..borrowed £1500 and paying back £2770.
At the time my credit score was awful and on my bank statements I had multiple payday loans.
Thanks.
Sara (Debt Camel) says
Most of the comments about EL are over on this page for large loans: https://debtcamel.co.uk/refunds-large-high-cost-loans/. One loan complaints are being won.
Gemma says
Thank you.
Love says
How do I help my boyfriend, he gambled 65K (Not his)
What do I do for my lover?
Sara (Debt Camel) says
get him to read https://debtcamel.co.uk/gambling/ – he has to want to do this and get a plan he will stick to.
Andrew says
Has anyone made a complaint about capital cash aka cash converters FOS adj said loans 4 to 17 should be refunded are they generally agreeable or push it to ombudsman and if they agree what are they like to pay
Mr R says
Hi Sara
Just received my final response letter from Sunny, will copy two paragraphs from their letter, what are your thouhts about it? Loans from 06.2018 paid approximately 1000 in interest.
We conduct affordability and creditworthiness checks for each and every loan. Whilst we can see you have taken 54 loans with us, the total interest paid across all of your loans is less than 25% of the capital advanced to you, suggesting you have used the product like a form of overdraft, often repaying early and saving money on interest. Therefore we do not accept the loans provided were unaffordable.
Important: If the total amount you have repaid is not greater than the total capital outstanding under the loan(s), and you ask the FOS to review our decision and they require us to overturn our decision, you will not be entitled to a refund of any monies paid. However if you have made payments in respect of any loan(s) you had with us, to a third party debt purchaser, please provide evidence of this.
Sara (Debt Camel) says
54 loans! Payday loans are not meant to be used as a form of overdraft.
Do you still owe them a balance? How much?
Mr R says
I settled my loans with sunny in September, but I opened a new loan with Satsuma. So they’re saying I would not be entitled for a refund?
Sara (Debt Camel) says
Send your complaint to the Financial Ombudsman then. With 54 loans thats a good case whatever Sunny said.
Was the Satsuma loan large? Are you struggling to repay that?
Mr R says
I’m paying satsuma loans on time, currently 700 in debt with them, also waiting for a final response letter from them. Will send sunny case to ombudsman today then. Thanks for advice!
James says
Hi I’ve just sent in a affordability complaint to 247Moneybox and wondered if anyone has had any luck with a refund with them. Since July 2017 I got in to a rut and took a loan out near enough every month totalling just over £11500 paid back to them up until last month. I know I have been stupid with constant loans and just wondered if anyone has had any luck with the refund process really.
Sara (Debt Camel) says
I’m sorry but they have gone into administration, so although your complaint will be looked at it is likely that you will only get paid a small percentage of the refund that you should have received and this will take many months.
Do you still owe them any money?
James says
Hi,
I don’t owe them any money. Wasn’t really expecting to hear anything but just wondered if anyone had any luck sending email to them.
Ashley says
I had a complaint against then for 9 loans ranging from 2018 to 2019 and had full settlement of them including interest and alteration to my credit file. Quick in reviewing and making an offer and paid out 1 week after offer accepted.
James says
Hi,
Did you just send them the template from here to their customer services email address? How long after you sent it did they reply to you etc?
Just wondering that’s all
Cheers
Sara (Debt Camel) says
Ashley complained BEFORE the firm went bust. Now they are in administration, nothing that happened before matters.
You can make a claim to the administrators but you are unlikely to hear anything for many months – 6 months at least – and you can no longer send the complaint to the Finacial ombudsman.
James says
Hi all so I am on day 28/28 waiting for my redress cheque from satsuma, I’ve phoned them up now & slightly concerned to hear them say they will not be sending out anymore cheques until Friday the 2nd, when mine will apparently be sent 1st class.
I am worried as to why they are waiting to send out more cheques though…
Lisa G says
Hi James. Did you speak to Satsuma today? I called them on Friday and couldn’t get any info from them. Today is day 28 for me too. Surely they should send the cheques out today? Was yours an adjudicator decision or an ombudsman decision? Maybe the office that deals with cheques is closed (holidays) until 2nd. Did they give you any reasons why they’re waiting for the second? Sorry, so many questions!
Lisa G says
Hi James, I’ve just called satsuma, my cheque and final letter (presumably confirming the ombudsman’s findings have been done) will be sent today. Today is day 28. I hope you get yours soon.
Sarah says
Hi sara
I had my settlement from LS back in September. And FOS had told them to remove loans6-31 off my credit file. To this day they still have not been removed.
I emailed them back in November to say this was requested in September and that it can take 30-45 days. Which buy now is way over due
WhT should I do? LS are saying they’ve requested it
Sarah says
I had my settlement from LS back in September. And FOS had told them to remove loans6-31 off my credit file. To this day they still have not been removed.
I emailed them back in November to say this was requested in September and that it can take 30-45 days. Which buy now is way over due
WhT should I do? LS are saying they’ve requested it
Sara (Debt Camel) says
Is this just on your Credit Karma report? Have you also checked your Clear Score & Experian/MSE Credit Club reports to see of the LS loans show there?
SArH says
i only use Experian and clear score . And there all showing on there
Sara (Debt Camel) says
ok, so your choices are:
a) go back to your adjudicator and say LS have still not done what they agreed to
b) put in a new complaint and say unless it is sorted you will be going to FOS and asking for compensation
c) trying to bypass LS and go directly to the credit reference agenecies. That means sending a complaint to all three: experian, equifax and transunion.
It’s hard to guess which will work quickest. They should all work in the end. (b) may be the least hassle for you?
Whatever you choose, leave LS a bad review on Trust Pilot right now. Even if you have done this before: https://uk.trustpilot.com/review/lendingstream.co.uk
Carol says
Likely loans have upheld my complain and taken the interest of my loan which means means I only have £700 odd to pay back, this is half the amount so I’m delighted. So far 3 companies have paid back all the interest 😊. Thanks to this site.
Sara (Debt Camel) says
that’s a good end to the year!
Dan says
Fernovo are simply awful. They just ignore every email and when i phone up they say they’ll pass the message on but they never get back
Final response was due 26th dec and ive called them up today and emailed these are getting ignored. Looks like i will just send to FoS but im not sure how likely they are to even reply to them!
Has anyone had any dealings with this useless company?
M says
They were very helpful and responsive to me. I negotiated with them directly and they were quick to action the redress etc.
Paula says
Day 27 and now have £6,888 in my account. Can’t tell you what a relief it is not worrying about money now. Thanks so much again for this website Sara. That’s over £10,000 I have had back now which I would never have even known about!
Good luck everyone, the wait is worth it!
Debbie says
Fantastic merry Xmas And a happy new year Paula x
Paula says
Thanks Debbie you too x
Mn says
quick question. Did you received an email from them that £ is paid? I phoned them today and as always… you get money on such and such day. And after like 6h received same email as i got in the beginning of Dec. that they aware and it will be processed within 28 days. I guess it might be reminder to them or just the way they communicating.
Paula says
Yeah I got an email confirming the money had been sent and the matter was closed.
Darren says
After having resolutions from sunny and uncle buck in the last few months, I am currently at the end of the 8 weeks with 118 money and drafty, 118 declined and its with the ombudsman, but drafty I called today as its 56 days today, who said they class 56 days from when they pick up the complaint, which I know is wrong, so I advised it will go to the ombudsman tomorrow, as its 56 days since I complained, if I dont have a reply today. We will see what happens now, but I’m assuming nothing and it goes through ombudsman.
Ciaran says
Darren, how were sunny to deal with? I have a complaint currently with the FOS regarding sunny after they rejected my initial complaint.
Darren says
They were bad to start with. But I emailed the parent company md and he has their complaints manager relook and within a week I had all my money back.
Sara – drafty just replied to me with someone else’s final response. I’m pretty sure it’s a breach of GDPR, do you think theres something I should do about that as well?
Thanks
Darren
Sara (Debt Camel) says
Yes! Go back to them and ask for compensation for the GDPR breach. The going rate is about £75-100. If they refuse, report them to the ICO.
Darren says
Hi Sara,
on Friday last week I had a final response from Drafty, after I forwarded onto ombudsman, so a little too late, but in the response they don’t uphold, which I was expecting, but they say I need to set up a payment plan and if I don’t my account will be passed to a debt management company. I have never missed a payment and actually paid half the account off when I got my Sunny payout previously. Do you know if this is something they usually do? I tried to look through the comments but cant really find anything.
I have emailed Chris DeBoer and watchdog as I have had success in the past doing that. It all just sounds more threatening than it needs to be in the email
Any advise would be appreciated, they also just brushed off sending me someone else’s details.
Thanks
Darran
Sara (Debt Camel) says
Are you saying you are making the normal payments?
It’s normally good if your case is passed to a debt management company, they are easier to deal with than Drafty/LS!
re the data breach, I suggest you reply and say you are surprised that they take a GDPR data breach so lightly and you will be informing the ICO.
Darren says
Thanks Sara, Yeah I am making them monthly, with overpayments, plus 2 months ago paid off half that month.
It just seemed strange that they say in the letter they will pass to a debt management company if I don’t set up an arrangement. It just seemed like a tit for tat retaliation.
I will email them about the breach as well and say what you mentioned.
Sorry about replying to an older comment, I couldn’t see the reply button on your last reply.
Michelle says
Hi Darren that’s good news with sunny I think I will try emailing the M.D. also no harm in trying how long did he take to get back to you? Thank you
Michelle says
Hi ciaran I’m at fos stage with sunny response deadline due this week will give them a few more days for bank holidays
Elle says
Hi all
Not sure if this is right but it doesn’t feel the right amount. Borrowed 1100 from satsuma on 10/11/17 they’ve only agreed to repay this one loan. They say redress is £997.80 to write off my remaining balance plus £113.81 refund. From what I can see I have already paid satsuma £1200 back. I don’t know how they work these things out but it feels like I should be owed more of a refund with the 8% interest etc. Thanks for any help in advance
Sara (Debt Camel) says
what previous loans did you have from them?
Elle says
I had 4 most of them were £1100 One at £400. Been through adjudicator they only said one loan shouldn’t have been given :(
£400 on 4/8/17
£1000 on 28/5/17 (then had two out with them at once)
£1100 on 10/11/17
I can’t find the last one but I know they kept letting me top up but they don’t show any more in the loan history which I did challenge as I don’t think it’s accurate
I have accepted the decision as it’s from adjudicator. My query is that I am just trying to work out if the refund is accurate as given I have already paid back £1200 of that loan, plus the 8% interest etc. Just feels lower than it should be but I don’t know how they work it out. I could ask them for a breakdown of how they worked it out.
Sara (Debt Camel) says
So the remaining balance is from a loan that is not being refunded? And the refund is from the 3rd loan which has been fully repaid? How much did you pay to it? And when was it fully repaid?
This makes a difference to the 8%!
Elle says
No the remaining balance is on the last loan of £1100. They are saying I only had three loans.
Sara (Debt Camel) says
So the remaining balance is on the last loan and that is the loan which is being refunded?
Assuming that is right, then you have paid c £100 of interest – that is the £1200 you have paid less the £1100 you borrowed. I can’t say the £13 of 8% interest on a £100 refund looks wrong. Sorry.
If you think there was later borrowing, you can prove this if you can find the credits and debits in your bank statements.
Gill says
Hi thanks for your advice I have an Oakam update! I wrote back asking for them to reconsider, respectfully as the loans were so close together and a few other points. I was given a revised offer of £1450 which I received on Christmas Eve! Many thanks
Sara (Debt Camel) says
That’s a decent uplift from £590! well pushed.
Matt says
Had a number of loans in the past year with Satsuma, Peachy, Lending Stream, UncleBuck & SafetyNet. Just sent off complaints for them all.
I’ve got existing loans with SNC, LS, Satsuma & Peachy. Anyone know if it’s common for these companies to write off existing loans after receiving a complaint? They’ve all issued me loans whilst I have been unemployed and in a bad situation. (can prove that with P45 and bank statements if needed) wouldn’t mind some sort of refund if possible but mainly want my existing loans written off as I can not work to pay them off as I have a long term injury in both my knees.
Sara (Debt Camel) says
How large are these loans? Which lenders have you borrowed from more than once or twice?
What other debts do you have – credit cards, loans, bills?
Matt says
Thanks for the reply!
Borrowed money from Lending Stream up to about 10 times last year, currently have 4 loans open with them which add up to £360. All have been from £50 to £200. Constantly been borrowing from SafetyNet my limit has gone up to £600 currently owe them £600. I also owe satsuma £360. I’ve taken out multiple loans with every company I stated, most of them were at around the same time as well last year. Been unemployed since October, with a bad credit score and LendingStream, SafetyNet, Satsuma & Peachy have still accepted loans without carrying out any checks.
I don’t have any bills to pay other than my phone bill as I live with parents, although, I owe £1,300 all together across all loan companies – just finding it hard to pay them off as I’m not fit for work.
Sara (Debt Camel) says
OK, well you have done the right thing by sending them all compaints. I suggest you should contact you bank and cancel the CPAs to LS, SafteyNet Credit and Satsuma. Then offer them each an amount which you can afford without having to borrow any more money. You can’t rely on these loans being wiped out and getting them resolved may take many months, so you have to get yourself into a safe finacial place where you can afford to wait.
PS nice parents – I hope you are paying them some money for your board.
Mr N M H says
SafetyNet Credit seem to be the easiest to deal with. Logged 4 complaints with various lenders on 08/12/19, and heard back from SNC on 30/12/19 confirming balance right off, and redress of £395.00.
Haven’t heard anything back from the others, besides a basic reply. I don’t expect an easy time with the other Lenders.
Dani says
Did you cancel your cpa for snc whilst your complaint was being dealt with? I’m currently in 1200 debt with them but worried they might take full balance if I complain!
Sara (Debt Camel) says
Complain and cancel your CPA! Get yourself in a safe place. Other people may have been OK without cancelling the CPA but this is still a risk that it is pointless to take.
Mike_p says
I cancelled the CPA with my bank and asked Safetynet Credit to set up a repaymeny plan for me – that froze the balance and let me pay the installments by standing order so I was in control of the repayements. After I’d done that I made an affordability complaint and they refunded the interest I’d pad and set up a revised payment plan.
Setting up the payment plan was very easy – it was just one email to request it and then when I logged into my aaccount there was a form to fill in to set up the number of repayments I wanted.
Luana says
Hi guys! Anybody waiting on lending stream payment? My 30 days just started and I am trying not to give myself Hope as I was also waiting payment from 247 and quickquid when they went into Administration and of course end up with nothing. Will be a very long 30 days now. Thanks
Paula says
I was day 27 out of 28. Good luck! x
Luana says
Thanks Paula, I am glad you got yours
Helen says
Emailed my affordability complaint to Safety Net Credit today. Hopefully I’ll have a successful outcome. Just logged in to my account with them now and they’ve introduced a ‘temporary breathing space’ which basically allows the customer to limit how much they can take of customers every month. At its lowest though they’ll still take £700 off me this month. I really hope I get a good outcome on this. Am I allowed to cancel my CPA at my bank which will stop them taking all my money this month.
Sara (Debt Camel) says
YES! you should definitely cancel the CPA. Work out how much you can afford to pay them and not leave yourself so short you have to borrow more of get into arrears with bills, then email them and offer that. You aren’t ASKING them to take less, you are TELLING them what they can have,
Helen says
I’ve just been in contact with safety net. They’ve frozen the account until the complaint that I raised today has been resolved. All I have to do is make the minimum payment. She said as my account is on hold I ring up or go online and make the payment myself. By the time the chat finished I also had as requested a full list of loans showing what interest had been added etc. I’ve also had an acknowledgment email with regards to my complaint. Feel alot better now. Just have to wait and see what the outcome will be. Thankyou Sara for this website it’s been a great help not just to me but clearly to so many other people.
Mike_p says
They were happy to freeze the balance and set up a repayment plan for me when I asked. All it took was one email to ask if I could set up a plan, they agreed and then when I logged into my account there was a form where I could set the number of payments I wanted to spread it over.
a says
Hi Helen,
i also put in a complaint and they offered to freeze the interest which they did and still have and they did not take the full amount when i was paid but allowed me to make the min payment for now until they have resolved my complaint which hopefully will be soon.
Carol says
I had a £800 credit facility and pay £35 a month back. I also got redress of all interest back . So def speak to them and they wont take £700 out
Sara (Debt Camel) says
They can’t be trusted. Most people are OK but some people find SNC still took a large payment so it’s important that people do cancel the CPA.
Mike_p says
I cancelled the CPA with my bank and made the payment plan payments via standing order so I was in full control of the money that went to them.
Helen Taylor says
Hi Carol mine is £44 a month. Better than paying over £900 in one go. Glad you got interest back aswell. Hopefully mine will be good news too.
Stephen says
Hello Sara, by chance do you have the email address for a CEO off 118 money, also known as madison cf uk Ltd? Thank you!
Sara (Debt Camel) says
Are you still waiting to get paid? Have they been in touch?
The CEO is Ali Chaudhry. At a guess his email is ali.chaudhry@118118money.com. Also copy your mail to siwan.jones@118118money.com.
Stephen says
Hi Sara, thanks for the response! Yes they haven’t got back in touch with me since 24th November, I understood with the bank holidays etc but whenever I try to contact them they just bat me off, and deny all knowledge through their customer complaints lines.
Sara (Debt Camel) says
tell your adjudicator too. And make it clear in your email to 118 that this is a Final Decision from an Ombudsman so it is legally enforceable through the courts.
Jason says
Hello
I have a successful complaint upheld through FOS for MYJAR.
I have received today payment of £3397.09 -minus tax
I used a claims management company.
I have an invoice from the CMC stating I owe a fee of £294.83. I have spoke with Goldman smith on 2 occasions and the adviser confirmed the amount I was due to pay of £294.83.
I have called them to make this payment and the advisor said that’s too low and they made a mistake at calculation. They now advise the fee to be £1188.98 +VAT.
Can you advise me what I am to do as that is a huge difference.
Sara (Debt Camel) says
Another incompetent claims firm. Presumably you have already used the rest of the money to pay off other debts so it is no longer available :(
I suggest you put in a complaint, saying you had checked the amount with them and they confirmed it and now you have used all the rest of the money. Ask for them to write off the rest of the fee as it is not treating you fairly to do this. Take your complaint to the ombudsman after 8 weeks if the CMC refuses to write it off.
It may help with the Ombudsman if you send a copy of your bank statements showing that you relied on what the CMC told you and no longer have the cash.
Jason says
Ok thank you. I Raised a complaint with the person I spoke with earlier.
They said they will listen to the calls and advise me again.
The advisor said I should have calculated it and noticed the fee was very low. Couldn’t believe how rude he was and didn’t have any understanding what so ever.
Sara (Debt Camel) says
Like it’s your fault :(
Dan says
Hi would like some advice, I had a loan from savvy and put a affordability complaint against them and the rejected it so took it to FOS. I’ve received an email saying they have sold my loan to lantern. What do i do?
P.s. I had a payment arrangement with them and was paying it on time
Dan says
This was there email
Your account has been passed to a third party company called Lantern who will be in contact with you in due course.
a says
Hi All,
just feeling a little deflated at the moment so many claims going on and its just the longest wait.
SNC- awaiting response submitted complaint 04/12/2019
Uncle buck- With adjudicator for 1 month no response.
My Jar- Rejected decision from adjudicator 30/12 sent further information about my situation at the time.
Cash4unow- awaiting response submitted complaint 05/12/2019
satsuma- been with FOS since may 2019 awaiting to be picked up.
cash float – awaiting response submitted 15/11/2019
Mr lender- awaiting response only submitted 24/12/2019
247 moneybox went bust
any advise on how other people got on with their claims??
JA says
Firstly don’t feel deflated, You’ve made a positive step so far by sending off the complaints.
Unfortunately the wait can sometimes feel like forever but in the long run it will be worth it.
I had a few complaints with the same companies as you and this is how I got on.
MYJar – Rejected my complaint , I then sent them info on my credit file and old bank statements , They then relooked at my complaint and upheld 2 out of 3 loans. This was in april last year and took about 2-3months from the date I sent the complaint.
SNC – Got back to be in 6 weeks upholding and refunded all interest , charges etc. From what I see they’re a fairly good company when it comes to complaints. This was also in april last year.
Unclebuck – Took longer than 8 weeks to reply, didn’t uphold my complaint so went to FOS- They’ve not responded to adjudicator so now in a queue for and ombudsman.
Good luck with your cases.
Lisa says
Hi All
I have received an outcome from the Adjudicator which has upheld my complaint with Mr Lender and has given them until 3rd January to respond. I was just wondering if Mr Lender generally agreed with the adjudicator or they forced an Ombudsman decision, has anyone else been in this situation?
ME says
Hi Lisa,
Mine was rejected by Mr Lender at Adjudicator level so currently waiting for an Ombudsman. However, that’s not to say yours will be rejected I suppose it depends on the circumstances particularly as mine had a gap in lending.
Fingers crossed for you!
ME
Lisa says
Hi ME
Thanks for the info, I will let you know how it goes. Did they answer the adjudicator within the timescale?
ME says
Hi Lisa,
Yes, they answered within the timescale. For me, it was just that my Adjudicator took a few days to confirm their response.
ME
Lisa says
Hi ME
I have received my response and Mr Lender have partly agreed with the adjudicator, and they are offering to refund the two largest loans I had. I am happy to settle as the difference is less than £200 and the offer is over £2k. I lost out to Wonga and QQ so dont want to take the risk. Just waiting to hear from them now.
Carol says
I’m confused I thought adjudicator level was FO ? Or am I wrong. As adjudicator sided with sunny for mine ….can I still go to FO ?
PH says
Ombudsman is the term for the whole department.
There is a team of adjudicators that make decisions, but if either party is not satisfied, they can refer it ‘upwards’ as such to the actual Ombudsman, who will make a final and binding decision. This team of actual Ombudsman are a lot smaller, hence why they take so long to work through each case.
You can still ask for an Ombudsman to make a decision on yours, providing it is not 6 months since you received your Adjudicators decision
ME says
Hi Lisa,
That’s great news! I agree it’s not worth pushing anymore especially with the possible risk of losing it all. Nice start to 2020!
ME
Lisa says
Hi ME
Very nice start thank you. I have received an email from Mr Lender this morning confirming that they have had confirmation from FOS of my agreement and that they have 4 weeks to pay me. Lets hope they dont go under before that!
Fingers crossed your’s gets picked up quickly.
ME says
Hi Lisa,
Got mine picked up by Ombudsman and had the reply come through the post today. They have agreed with my second Adjudicator decision to uphold the last two loans. So glad this one is almost over-it’s been 14 months from start to finish. Like you, I just hope they don’t run into any trouble before the funds arrive…
ME
Paul says
Hi,
Just wondering if anyone has had this?
I put a complaint into a PD lender – long story short was that they agreed to refund X as ‘goodwill’ – which was more than what i thought I’d get.
However, they left a comment on the letter to the effect of ‘We believe we didn’t lend irresponsibly and would like to remind you that should you disagree with this (their reasoning about what i owed to others) that incorrect) we reserve the right to refer to CIFAS’ – presumably because they’re saying that what i had down on the application didn’t agree with the credit reports etc
Anyone had this CIFAS comment?
Sara (Debt Camel) says
Was this Uncle Buck, Moneyboat, CashforUNow or CashASAP? They tend to be the most stroppy lenders to deal with. But no-one has ever had a problem with this when they have taken a case to the Ombudsman – I think I would have heard if they had.
Paul says
Yeah it was Moneyboat…still to decide what to do at the moment.
Mike_p says
I had a similar comment from Uncle Buck, they said that if I referred the matter to the financial ombudsman they would be asking to have sight of my bank statements and would be asking me to explain any discrepancies that were there. I did refer it to them and never heard any more about it. It was a one loan case so I would have let it drop normally, but because they had tried to intimidate me with threatening comments I referred it.
I wouldn’t take any notice of the CIFAS comments, they are just trying to put you off escalating it as they know they’ve done wrong and they want to limit what they have to pay out. If it was a clear case of fraud and they were confident they had acted appropriately then they would have rejected it outright.
Joseph says
I read your comment Mike and laughed, I do the same – the more they try to intimidate me the more I push to make them pay me every penny
Jack T says
Had a settlement figure supplied by Sunny which has been accepted by me in mid November. Sunny was supposed to be in contact regarding payment of the refund. Have not heard anything despite weekly emails to Sunny and the FOS. Is there any way to chase this with sunny or am I just playing the waiting game for my refund? How long did it take people to receive refunds from Sunny?
Sara (Debt Camel) says
So this has been 6 weeks? I suggest you email the FCA, their regulator, to say how slow Sunny are being. The FCA won’t intervene directly but hopefully Sunny will hate this and it will kick them into action.
It’s just a simple email to send:
email to consumer.queries@fca.org.uk and copy this to rmallinder@elevatecredit.co.uk sgrice@elevatecredit.co.uk and Pbaldry@elevatecredit.co.uk
also copy it into your FOS adjuducator
Subject: Failure to pay out an agreed refund by Elevate Credit (673771) trading as Sunny.
Give your Sunny reference number, your name and address. And your FOS reference number.
Then give a couple of sentences summarising your borrowing, just what years and how many, how large the loans were, Sunny’s original offer (or rejection?) and then the FOS adjudicator decision. Say the date you accepted and how this has not yet been paid. Say you know they can’t intervene but thought they should know how bad Sunny are at handling complaints and what stress it causes their customers.
Also leave them a bad review on Trust Pilot. https://uk.trustpilot.com/review/sunny.co.uk.
Dave says
Good evening,
My adjudicator has today confirmed that SNC have agreed with her decision and will be in touch directly with me to arrange payment.
Does anyone have any idea how quickly they contact you to arrange payment? Nearly £800 so a good start to the year!
Andrew says
They are the fastest out of them all.
Mine was directly with them but after they confirmed.
Took 3 days for them to transfer my refund.
Andrew says
Congrats I received notification that capital cash have agreed with adj decision just over 2 grand am delighted can’t find any comments about anyone being paid out and how long though they trade as cash converters
Kris says
Hi there I have had a complaint with sunny for irresponsible lending. It has been 10 weeks since I logged the complaint and have had no final response and at the end of the eight weeks I sent an email following up but received a template reply stating what I already knew regarding the details of complaint procedure and time frame. Is it normal for them to miss the 8 week deadline. Where do I stand. I feel that from my last few final responses from other lenders sunny definatly be due to repay me as it was one of which I had the most loans
PH says
Send it to the Ombudsman. They’re just playing games with you – seems a similar scenario to most
Louise says
Dear Sara,
Thank you so much to you and everyone who contributes by giving advice. After having lost out to big refunds from WDA, Moneyshop and Wonga, Safetynet Credit have emailed me this morning to ask for my updated details to transfer a refund of £1300! This case has been with the FOS for over a year and SNC initially offered me £165. Does anybody know how quickly they pay out?
Additionally I referred Mr Lender to the FOS. The adjudicator initially only partially upheld my complaints but when Mr Lender refused to accept their decision, it then got referred to the Ombudsman who ruled that loans 2-4 should not have been given. This means a refund of £2800. I am beyond delighted. I am being cautious though, is there any indication that Mr Lender are in trouble? The FOS ordered Mr Lender to buy back my debt from the collection agency. Does anybody have any idea of how long I am waiting for?
This money means I can finally start making offers to clear my debts and leave a bit aside so that I can donate a bit to the local food bank and give a bit back.
ME says
Hi Louise,
I am currently in the process of a complaint with Mr Lender via the FOS. I know it won’t be the same but could you give me an idea of your timescales of receiving responses from Adjudicators/Ombudsman just so I have an idea of how long I may be waiting? I am currently waiting for an Ombudsman decision and have technically been waiting since Aug.
Thanks,
ME
ME says
P.s-SNC paid out within about a week of me getting my Final Response Letter.
ME
Dan says
Quidmarket have not agreed with my adjudicators decision to refund all 3 loans and he said it could be 3 to 9 months in queue for ombudsman. They have been so difficult and objected every step of the way! Has anyone at all had experience with them?
Satsuma have been given an extension to 6 Jan to provide their case file – this is already quite late as was due before Xmas. Adjudicator says he cannot start without their file, but my question is what if they don’t give it by the extension deadline?
Sunny have until 6th to respond to adjudicator decision and cashfloat been in queue for adjudicator for what seems like ages.
After success with many lenders, things have seemed to slowed down. Really hoping for some results here. I have just submitted myfinanceclub (rejected by business) and fernovo (no final response after 9 weeks) to the FOS.
MnM says
I’ve had complaints in with FOS since July last year and only one so far has been picked up. They’re still awaiting my case file from Satsuma as they are dreadfully slow. Sunny took 3 months to send their case file. Amigo was submitted to FOS in October and the case hasn’t even been set up yet. Not holding out for anything for sometime :-(
Ciaran says
I had taken 23 loans with sunny, sent to FOS after they rejected my initial complaint.
Adjudicator has today partially upheld my complaint advising loans 4 – 19 were unaffordable.
Does anyone have any experience with sunny? Are they likely to be difficult and kick the can down the road a little longer.
Michelle says
Currently at same stage as you, they came back with a low offer after initial rejection. Depends what you would settle for, I have rejected now in wait for ombudsman which could take months
Ciaran says
Hi Michelle, a low offer following the adjudicators decision?
Michelle says
Yes adjudicator advised refund of 30 loans they offered 12 so a big difference, the offer didn’t give an explanation either as to why they didn’t include the others.
Danny says
Sunny originally offered me loans 37-49 back in July this year, rejected and sent to FOS, picked up by Adjudicator in early November.
Ruled in my favour early December for loans 8-49, Sunny have come back this week and offered loans 15-49, i’m going to accept this, total interest paid on loans 15-49 was £4,052, not going to risk losing that for an extra £600 I might get in 3 months time with an Ombudsman in case Sunny pull out of the UK market.
Overall very happy, just hoping for a quick payout now.
Carol says
Anyone had a successful outcome with onstride? I currently have a complaint with them
PH says
Carol,
Unfortunately OnStride have gone into administration. You may be waiting a while until the admins process all of their claims etc. You would be looking at 5-10% of the total claim at best probably
Sara (Debt Camel) says
it may be a low percentage but there is no indication of that at the moment.
HLTCO says
I have an outstanding loan with OnStride and a complaint in the works. Should I carry on making payments to them?
Sara (Debt Camel) says
Se my reply here: https://debtcamel.co.uk/quickquid-casheuronet-administration/comment-page-3/#comment-336018 and that page is the best place for future comments about OnStride / QuickQuid complaints.
Sam says
i have an ongoing case for lending stream, and its now been over 6 months since i first opened it.
LS as per usual they just rejected it after 8 weeks…
16th december was the date they needed all my info by, and thats when an adudicator took my case.
i am losing all my patience, how long should i wait to hear from her?
this is still going to take months :(
James says
Mines been waiting for 18 months count yourself lucky lol!
sam says
what, why so long??
the ombudsman has actually responded to ls today agreeing with me.
given them 2 weeks to reply, lets see how long now.
Michelle says
Hi Sam is this the actual ombudsman above the adjudicator that seems very quick
Sam says
no sorry, this was the adjudicator.
Do LS normally agree with them or not?
Mike_p says
They seem to agree with the adjudicator, I don’t remember anyone saying they haven’t recently. They normally try and drag it out as long as they can though – at least four weeks to respond to the adjudicator and then close to the 28 days for payout, or slightly oer it.
Be patient, a lot of people have received refunds from them.
Michelle says
I think LS are good with agreeing to adjudicator as this stage I was just trying to get a feel for the waiting time for the ombudsman when this stage wasn’t agreed. So that’s great your case has been resolved quickly
Lynn Blaney says
I have just been successful with the ombudsman with lending stream after they rejected my case and I have been told that by 3rd February they have to pay me over 5k. Is this wishful thinking on my end
sam says
Im hoping they agree with the ajudicator with mine!
once LS rejected the adudicators decision, how long did it take for the ombudman to look at the case and rule in your favour?
once you get a date, its should but all happen.
Lynn Blaney says
I first emailed ombudsman on 27th November with all the information. They replied on 24th December to confirm they had agreed with me and sent LS email to confirm. Received confirmation on 6th that LS agreed with them and would be paying out on my claim. Fingers crossed that they dont go in liquidation before settlement is paid
sam says
hopefully they agree with my adjudicator on the 17th and i get a 28 day countdown soon!
goes to the ombudsman im looking another 6 weeks minimum then :(
LS are a big company so should be fine at the mo but soon enough they all will be under!
Ann says
How long is ombudsman taking to pick up Complaint’s thanks in advance.Loans to go advised my 3 times I would get redresss now change mind going to ombudsman do they agree with adjudicator.
James says
Hi all
My Satsuma reddress is now on day 33/28, however Satsuma have said the chequ went out first class yesterday so I expect to receive this on day 34/28.
Thanks
James
Livia says
Can anybody help me? Lending stream accept the fos proposal for my redress ,the adjudicator told me after I accepted that she asked lending stream to settle directly with me,but after talk to lending stream customer service now they told me they need an acceptance from fos, I asked them if what she asked is not enough and they said no fos needs to comfirm acceptance. I sent an email to the adjudicator but probably won’t see until Monday. I don’t understand what happened, is lending stream just being difficult ?
Thanks
Mike_p says
Lending Stream are always difficult but I think going via the adjudicator is normal and is certainly how my two cases have been settled. The adjudicator is acting as the intermediary so everything needs to go through them.
Livia says
Thanks Mike I don’t understand why the adjudicator told lending stream to settle directly with me, but it’s my first time I thought was normal. Do you normally have to fill up a form or something for accepting the offer? Thanks
Livia says
Thank you Mike. I thought was strange when I received the email from the adjudicator saying she asked lending stream to settle directly with me,but it is my first time so I didn’t know. Do we normally have to fill up a form or something similar to accept an offer from fos then?
Danielle Buxton says
I’m in the same boat , I’ve sent off that form to the adjudicator with my part signed and attached it in an email to them but I haven’t heard anything back from lending stream since the 18th December when they asked me to contact the adjudicator to send the form, it’s that form that’s standing on my way now, I wish the FOS would just send it off or let me know it’s been sent off.
Livia says
Thanks for reply Danielle, so there’s a form? My adjudicator didn’t even mentioned. It’s so annoying and waste of time. I am so worried the long this takes more chances lending stream will go into Administration too. I hope you hear from them soon
Emma says
Hi Livia, it took about a week for LS to email me to confirm they had received adjudicator acceptance. I suggest logging into your LS account and using their contact page to ask them for confirmation. I did not have to fill out any form – I simply replied to my adjudicator to say I accepted the decision (did take over a week for the adjudicator to send my acceptance to LS). I also sent LS proof of bank details to speed everything up. On day 22 now waiting for payment.
Livia says
Hi Emma, thanks for letting me know, My adjudicator sent them an email saying I accept the offer on Thursday but they telling me they haven’t received,I asked the adjudicator to check what is going on so hopefully soon. I hope you get you payment soon
Livia says
Hi Emma, did you get your refund yet? I am only on day 6 so mine will take a while
Emma says
Hi livia – no refund yet. They are dragging it out. 28 days up tomorrow x
Livia says
Fingers cross for you tomorrow , they make sure they drag as much as they can
madeline says
hello i put in a claim against My Jar (August 2019) saying the loans they give were unaffordable. They did not agree. (September 2019) I forward this all on to the FO who agreed with me that all loans were unaffordable. FO and My Jar communicated with each other and I got an email from FO (December 2019)to say that My Jar now agreed and would I accept the following sum – all interest plus interest – brilliant I said yes ofcourse and got an email today from FO to say that My Jar will be in touch in the next 4 weeks however, if they dont get back in touch wiht them. First of all i want to say what a brilliant outcome, cant believe it! I would also like to hear if anyone else has been in a similar position and should I contact My Jar or just wait – how long did people wait.
Hilary says
You should contact Myjar as they can often be akward with payment. I had to contact FOS as myjar said
they needed authorisation from FOS to pay, I would just make sure that this has been done.
Fran says
Hi Madeline
Great news!
MyJar rejected my claim too, but I wasn’t sure whether to forward to FOS as I only had 3 loans (although of quite high value)
What were your circumstances, if you don’t mind me asking
Thanks so much
Alex
Sara (Debt Camel) says
you can win a one loan case if it is large! Definitely send yours to the ombudsman.
Fran says
Thanks Sara
Will do
X
Elaine Jones says
Lending Stream have agreed with the adjudicator on some of my loans and have said I will receive my refund within 28 days. The 28 days started from the day that the FOS confirmed that I wished to accept their offer, which was December 31 2019. Here’s hoping I will receive my refund by 28 January.
Just two more payday lender complaints left, Fund Ourselves which still awaiting for an adjudicator, despite being 6 months ago that complaint started and Moneyboat, adjudicator upheld my complaint but they disagreed, so unfortunately now in a queue for an ombudsman to look at. Any idea how long an ombudsman might take to look at the case?, been about 5 months so far waiting.
Cazza says
How long did it take for the FOS to pick up and deal with your case?
Elaine Jones says
Took roughly 4 months from when I put my initial complaint in for an adjudicator to start looking at my case, then a further 2 months until complaint was upheld and LS agreed with their decision. Now at final stage of waiting for 28 days for the refund to come through.
Livia says
Hi Elaine did you have to fill up a form to accept lending stream or the adjudicator told lending stream to settle directly with you? Thanks
Elaine Jones says
Hi
No form to fill out, just took a day for LS to confirm that th FOS had emailed them with confirmation that I accepted the offer from them, they wouldn’t just accept it from me. I then had to email them copy of my bank statement as I have since changed banks. They emailed back a couple of days later confirming they had receied my new bank details and received FOS confirmation and said it will take 28 days from the date of acceptance, which was 31 December. Only on day 4 now, so a way to go yet. Good luck.
Livia says
Thanks I asked the adjudicator to check what happened as they saying they haven’t got the acceptance from her. I still have the same bank account so already comfirm by email. Hopefully we all get the refund soon. Thanks for replying
Danielle Buxton says
I had to send off a form, that’s weird?
Sam says
once the adjudicator ruled in your favour.
how long did LS take to reply and we’re they late in coming back to you etc?
Livia says
Hi Sam, if me they got back to the adjudicator within 2 weeks , to be specific a day before the deadline but now they taking their time to process my refund
Sam says
they gave LS a 2 week deadline for me on friday so that’s good, thought they’d string that out also but hopefully get that in the next 10 days then 28 for paying!
E says
It does vary. For me they took nearly 6 weeks to respond to adjudicator. 28 days is up at end of next week for payment x