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
Anybody had any luck with Wonga. I eventually got my response in December after they had sent it to the incorrect email address, by which point the 21 day deadline to appeal had already passed. Their affordability was based on Loan value as a proportion of income; Time in loan or number of loans and Subject to the type of loan borrowed from Wonga, if you were a repeat borrower of Wonga loans for a significant number of loans or period of time (without a break from Wonga of at least 6 months) your claim for all loans beyond the threshold have been accepted and Additional affordability factors (in addition to the above, if there was any evidence that the loan(s) were unaffordable, e.g. payments in arrears or a record of you contacting Wonga and reporting hardship, your claim for all loans after this point (without a gap of at least 6 months) have been accepted.) I have said that if they were to check my credit report, you will see that I had numerous payday loans, all with defaults as I was repeatedly borrowing but Wonga still borrowed to me. I have had a payment arrangement plan with Wonga for a considerable amount of time which surely itself, says that I have been unable to afford the payments and it was unaffordable lending. I also did not have a break from Wonga for a period of at least 6 months as you state e.g. loan in December 2017 and again in March 2018. I’ve received zero response from them. Anybody else had similar experience?
Sara (Debt Camel) says
Did you put in an appeal in December? I think they should have taken a late appeal if it was their fault that the response email went to the wrong address.
Their automated tool did not take into account other loans showing on your credit record.
When was your borrowing? I thought you lost a complaint at FOS in 2016?
C says
I put in an appeal when the claims portal opened back in April 2019. I had a text message on 1 November 2019 offering a reduced payment of £79.61 which of course I did not respond to. I have had borrowing with them for many years although there was a gap as they would not borrow to me, presumably because of my poor track record.
Sara (Debt Camel) says
You put in a Claim through the portal. I was asking if you put in an appeal in December when you found out they had rejected your Claim?
You currently have a balance of c £400? It isn’t clear what will happen to that, but it is, I suppose, possible that no more money will be collected. What is the default date on that debt?
C says
Yes I put in an appeal and have had zero response albeit chasing them. I was paying £24.50 per month (stopped in November). Balance circa £350. Looks like I’ll get zero redress as they’ve decided to ignore me
Lucy Anne Usherwood says
I’m totally embarrassed about the number of loans I’ve had with Sunny over the past 4 years , I used Resolver and have had a reply back from Sunny today rejecting the complaint
Theses were the loans I’ve had ;
150 17/5/15
100 14/2/16
150 18/6/17
150 17/7/15
100 6/5/16
100 19/9/17
150 15/9/15
50 12/5/16
400 13/10/17
50 24/10/15
50 20/8/16
100 7/11/17
100 10/1/18
200 12/1/18
50 16/4/18
50 8/5/18
100 21/5/18
50 1/6/18
300 28/6/18
150 23/7/18
250 11/8/18
300 24/9/18
300 28/9/18
200 13/11/18
300 16/11/18
My question is , should I escalate this through to the FOS ?
Sara (Debt Camel) says
Yes!
Lee sharratt says
Anyone know about swift sterling? I know they have gone into admin. But when might these complaints be resolved?
Sara (Debt Camel) says
Don’t hold your breath. 9-12 months seems a common length of time.
Craig says
Hi Sara
This site is brilliant and appreciate the hard work you put in to it. I had a questions.
I currently have a 118 loan and Satsuma loan. I have referred these to Fos they are just waiting on a business file.
I possibly may be unemployed by end of the month – hopefully not
I have been making payments had the odd late payment but the balances are getting lowered.
Am i able to request 118 and Satsuma to put my payments on hold whilst I await the decision from FOS ? Or shall i try to make alternative payment arrangements.
I just want to plan ahead just due to job uncertainty
Sara (Debt Camel) says
I’m sorry to hear that. Are the current repayments really affordable even when you are in a job? You should be considering asking for payments arrangements even if you don’t lose your job.
If you do lose your job, I suggest you immediately suspend any payments and tell the lenders why.
You should also be considering what to do about other debts you have – token payments may be best for those too unless you expect to get a new job very quickly. It is a big mistake to try to borrow more or get behind with bills trying to make payments to credit cards and loans.
Elaine Jones says
I have a complaint with Moneyboat and adjudicator did uphold my complaint but Moneyboat disagreed so unfortunately now in a queue for ombudsman to look at. Anyone else had a loan which went to ombudsman and if so how long did you have to wait?
Pee says
From what I hearing and reading off the financial ombudsman website Moneyboat never Agree with adjudicator and always wait and see if you’ll escalate to ombudsman. As always chance some people won’t bother. I will be thats 100% for sure.
Sara (Debt Camel) says
You can’t see from the FOS decisions the cases where a lender does agree with the adjudicator.
Chris says
Just a update,
Myjar sent a final response declining any redress.
I contacted FOS that day and informed myjar of this. 2 weeks later they’ve offered loan 3 onwards £780 with 8% stating it was a mistake to send me the first email. So happy I don’t have to wait, how do i cancel my complaint with FOS as there offer is really good.
As for sunny had one auto reply email in 5 1/2 weeks. There was a different sunny email floating around on here which I can’t find. Am hoping to put the pressure on them that myjar have given redress and agree I had too many loans in a short time frame. Thank you Sarah I would of never known I could reclaim anything without this website.
mdunlopgt2 says
Hi Sara
I have a complaint process started with a CMC against Mr Lender. I received the following letter exactly on the 8 weeks. Can you advise what I should do please.
“We are writing in regard to a templated letter of complaint which was submitted on your behalf by CMC X.
After Initial review it appears the letter of complaint contains a number of templated points which are identical to the other complaints we have seen from CMC X.
We do not believe they have carried out the required due diligence into your complain which they are obliged to do as a firm regulated by the FCA, which we will be reporting to them in due course.
As they have not supplied us with enough information to investigate your complaint, we are unable to uphold any of your loans, for example, we do not even know which loans they are making the complaint against”
They then go on to mention about FCA complaints process about claims management companies and ask me to contact them directly if I want to speak to them. I appreciate some lenders are just downright awkward, by the CMC i use has successfully done 4 complaints already, I am loath to stop trusting them all of a sudden. i’m not naming them in this update because I feel that is unfair.
Thanks
Mark
Sara (Debt Camel) says
Well if you like the CMC, why don’t you ask them what to do?
Shaun says
Hello everyone,
Just wondering if anyone on here has had any success with complaints against Barclaycard?
Thank you in advance,
Shaun
Sara (Debt Camel) says
see this page for credit card complaints: https://debtcamel.co.uk/refunds-catalogue-credit-card/
Nats says
Hi, I put a complaint into piggy bank about 10 days before they went into administration. I know I had a strong case but I presume I was too late?
Sara (Debt Camel) says
The administrators will consider your claim – you can’t now send it to the ombudsman. You may eventually get some money back but expect this to be slow and you may not get much.
Nats says
They accepted my claim and offered a redress of £900. So gutted I didn’t get it in sooner. Imagine it will be more like £40 in the end!
SN says
I have a complaint against Sunny currently with FOS at adjudicator stage, they have until 13th Jan to respond. I am also being chased about outstanding Sunny debts from SLL Capital. I have advised SLL of the situation but they will not put anything on hold. The debts are within 6 yrs and are mine but I dont want to enter into an arrangement or pay them until I know the outcome of my complaint. Is there anything I can do to put a hold on the collection activity?
Sara (Debt Camel) says
So you have an adjudicator decision in your favour which would mean that the outstanding balance is cleared?
SN says
No decision yet, it is still with the adjudicator.
R7one says
Hi, I’m currently in a debt management with step change but want to use some of the redress payment to settle some of the higher debts. Would this affect my DMP? should I do this direct with the companies I owe or do I need to go through stepchange?
JA says
The best thing to do would be to contact stepchange and ask. You wouldn’t want it to breach and terms with your DMP.
Sara (Debt Camel) says
Great idea. How long has your DMP been running?
It’s usually best to do this yourself direct with creditors. If you go through stepCahnge they want you to offer the same to everyone, which is silly if you only have enough to settle a few of the debts.
JA says
This is interesting as I’m currently with Payplan and have a lump amount that I can use to pay off some creditors. I was concerned if I went directly to the creditor it could effect my DMP? Am I better off using the money to clear the bigger debts by paying them directly? Regards
Sara (Debt Camel) says
How long has your DMP been running?
I have looked at the general situation of making a F&F in a DMP in here: https://debtcamel.co.uk/use-a-gift-to-make-full-and-final-settlements/
JA says
I’ve had my DMP with payplan for approx 8 months, Ill take a look at your post now
R7one says
Think it’s been running for about 6 months, most of the debts I complained about were on my DMP and they’ve been wiped.
As above what I don’t want to do is speak with Stepchange and have them suggest splitting the money evenly when I could clear at least 2 of the debts, both over 1k and get the interest lowered and leave the additional monthly funds for other creditors.
R7one says
Just a thought, if I remove the ones I want to clear early from my DMP. The ones which on my DMP which I cleared, I was able to set to £0 that should work I guess?
Sara (Debt Camel) says
You don’t have to remove them from your DMP before making the offer..
Just write to the ones you want to make an offer to. If they accept, tell StepChange. If they don’t, then the DMP just continues to pay them.
Vee says
Hi Sara
Does anyone know how long it takes for FOS to allocate complaints to an investigator? Do they still have a massive backlog.
Sara (Debt Camel) says
Shorter than it used to be but it depends who the lender is.
Vee says
The lender is with LendingStream
Dan says
Hello there Sara and all.
I have drafted my complaint to myjar ready to send with bank statements. I just have a concern that other people who have complained when they have an open loan have had their account put on hold (myjars policy whilst investigating) which has led to unfair late payment markers.
I am wanting to send the complaint off but am worried they will leave such a negative mark on my credit file even though they choose to put account on hold. I can afford the repayments.
Any thoughts?
Lisa G says
Hi Dan,
I put in a complaint with MyJar. They stopped payments whilst the complaint was ongoing (with them and all the way through the FOS process), they did not leave a negative mark on my credit file. They showed payments being made on time (green on my credit file).
I won my case at Ombudsman level to have the interest removed from my last loan (it was for £3600) and I am currently on an arrangement plan with them. There are still no negative marks from them on my file, although part of the ombudsman ruling was that all negative marks be removed, they haven’t / didn’t actually place any.
In my opinion they are one of the best companies to deal with in terms of putting a hold on payments when a complaint is ongoing, not registering negative marks on credit file and accepting a repayment plan. Although not one of the best in accepting they lent irresponsibility!
I hope that helps. Lisa.
Sara (Debt Camel) says
How often have you borrowed from Myjar before this loan? Can you really afford the repayments? If so, on what basis will you be saying that they are unaffordable?
Dan says
I had 3 loans before this open one. They are my last open loan and i can only just about afford last 2 repayments with priority bills. but they were part of the reason i got trapped in debt cycle.
Refunds from successful upholds have helped chip away at this cycle so I am nearly free of payday loans.
Each time borrowed off them straight after paying them back to afford priority bills and other credit payments. If it were not for other refunds id still be completely trapped.
OK will send complaint just read a few comments online that they agreed to freeze account and added late payment markers to a few people. Maybe and hopefully it is just nonsense
Sara (Debt Camel) says
How large are the loans?
Dan says
Sara they were in order…
£200
£150
£500
£500 (open)
Sara (Debt Camel) says
That looks like a reasonable case that the last loan should be refunded.
If you would be happy with that as the result, you could put in your complaint that although you feel you might get loans 3 & 4 refunded by going to FOS you would be happy to settle on the interest being removed from the last loan and being able to make an affordable payment arrangement to it without that impacting your credit record.
Mike_p says
With me they stopped adding interest and put me on a payment plan that had the first payment about three months down the line. When I escalated to the FOS they delayed the first payment by three months.
Dan says
Wow and without even an Arrangement to Pay marker? My credit score is slowly building back up and i am very keen to keep it clean from negative marks. The PDL history is bad enough!!
lee sharratt says
Good evening.
So i thought i would let you all know of my results from awful time with my payday loans.
PIGGYBANK=UPHELD=BUST
WONGA=UPHELD=BUST
247 MONEYBOX=UPHELD=BUST
MY JAR=UPHELD= STILL GOING
QUICKQUID=UPHELD=BUST
FERRATUM=UPHELD=STILL GOING
SATSUMA=UPHELD=STILL GOING
MR LENDER=UPHELD=STILL GOING
118=WROTE OFF=STILL GOING
PAYDAY EXPRESS= ONGOING WITH ICL
SWIFT STERING=ONGOING= BUST
So as you see my life as been more down than up. I waited a long time for some of these. I am in a postion to buy my house and be in a good credit postion.
Great pages and very helpful.
Worth the wait to our sorry mess we get in. Happy new year. Lee
Cazza says
So the FOS have made contact today after lodging a complaint with them against Lending Stream, they asked for a business reference and the date we had their final response. What happens now??
Vee says
Hi
Cazza how long has it taken you to receive a response from FOS
Thanks
Cazza says
It was only just under a month and that included Christmas.
Luana says
Hi guys! Sorry I know it has been asked before but I can’t find it, how do I claim back the tax they taking from my refund? TIA
Sara (Debt Camel) says
see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Ciaran says
Sunny – So after FOS upheld my complaint on loans 4 – 19 of 23, sunny have offered loans 13 – 19, by my calculations this is roughly £1000 less. In a real quandry here as I lost out on £4200 with the quick quid debacle.
JA says
Have you got any other debts currently? If the new calculation covers paying any debts off I’d take it.
Ciaran says
Their offer only equates to about £300.
JA says
Hmm then fair enough I’d probably wait it out and hope they don’t go bust. Good luck and hopefully you get what you deserve.
FARIS I says
Hi all,
Managed to send off to Sunny, MyJar.
Having Login Problems with LendingStream and will be sending Cash4UNow today.
MyJar have put me on hold and requested bank statements etc., which I will provide today.
However a few questions.
I cancelled my card and ordered a new one, does this stop CPA?
I have Open loans with Sunny + Lending Stream(about 4 with LS + 2 with Sunny).
Am I OK not to pay what is due?
I have asked Sunny to go on a payment plan for meantime but have received no confirmation of this.
My big problem is worsening my credit history and not having it waived off in future. With Sunny I have taken 13 loans In 10 months, which I have an idea that I would be getting back some sort of offer and removed interest off the current open loans.
With LS I have had 7 loans and FOUR are open.
I plan to stop payments for Sunny + LS for now, is this shooting myself in the foot?
Shall I call them and tell them I have made a complaint (planning to do LS by tomorrow) and that I will like it to be frozen/reduced payment plan?
Payments due at the end of January
Sara (Debt Camel) says
That sounds like a lot of open loans – I guess you can’t afford to make the end Jan payments as that will leave you so short you have to borrow again in Feb. I also guess that your credit record is already pretty bad!
These complaints can take a very long while to go through – the Sunny and LS one will almost certainly have to go to the Finacial Ombudsman. You have to get yourself in a safe financial place now, so you don’t have to borrow again while this happens.
If you win your complaints then the negative marks on the last loans are removed. If you don’t, at least you have got yourself out of the debt cycle oof having to keep taking more loans to repay other ones. The only way through this is to stop paying (or offer a low affordable repayment).
Cancelling a debt card does not cancel a CPA – you need to phone up your bank and tell them thou want the following CPAs cancelled.
Saayoub says
Thanks.
Yes in total it is 7 Open loans I believe.
MyJar have just frozen mine for 3 months it looks like (£1350)
Sunny is 2x Open Loans (£350 +£50)
Lending Stream is 4 – (350, 150, 100 – 400 but nearly finished)
If I do not pay the outstanding amounts, what type of position do I put myself in financially in the long term?
Is calling them and offering a payment plan until a deal is made with them or FO ideal?
I do not want defaults on my Credit Report however if I am likely to have them wiped off then I am happy to do that for the meantime.
KR
Sara (Debt Camel) says
In the long run not paying now will not harm your credit record if you win your complaints. I can’t say how likely that is, but yo do seem to have borrowed a lot from LS and Sunny!
Offering a low payment arrangement may make this less stressful for you. Low so that you are out of the payday loan trap and don’t have to borrow again. But paying something may mean you get less hassle.
Saayoub says
I believe I have good grounds to win my complaints, especially with Sunny as I have had 13 in total.
LS accepted 4 loan requests in the space of a month, whilst I had other loans with Sunny/MyJar – although it is a long process and my credit may take a hit for the meantime, I believe these last few loans will fall under unaffordable with the FO
In addition I have taken 31 loans out since February. I may go ahead with cancelling all payments if they do not accepts a low payment arrangement.
Steffy says
Hi
I emailed Wonga to see if I could find out the % and their automatic reply states
“ If your claim was successful, payment will be at the end of January 2020. We will only know the amount you will receive just before making the payment. We will email you as soon as we have a confirmed amount.”
Looks like we will just have to wait!
:)
Maria says
Hi
I’ve had a response from an adjudicator , they didn’t uphold my complaint of unaffordable lending as I only had one loan with lending stream. However I owed 5 different pay day loans to various companies, anyone have any further advice as I’m really disappointed
Sara (Debt Camel) says
how large was the loan?
alvin johnson says
Hi
The ombudsman have agreed with decision of the adjudicator, i accepted the decision last week 2/01/20. The compliant was with Mr lender i am just wondering what to do next, do i wait for mr lender to get in touch? do they have my bank and personal details? just wondering what to do? any1 with similar past experience
Lisa says
Hi I have just agreed a settlement with Mr Lender after the adjudicator upheld my complaint. Mr L then offered a little less, £200, but on a £2,100 claim I decided to settle. I emailed Mr Lender the same day and confirmed I had agreed to settle and had a response from them the following day to say that they had received confirmation from the Adjudicator and that they now have 4 weeks to settle. I emailed again to try and find out a date but have no received a response. Will let you know when I receive payment. Hope you dont have to wait long.
alvin johnson says
Thank you for your reply. can you please provide the email.
ME says
Hi Alvin,
I currently have a case awaiting allocation to an Ombudsman after Mr Lender rejected the second adjudicator decision. I had asked for my complaint to be escalated to an Ombudsman in August when the first Adjudicator did not uphold it but then it was reassessed by another Adjudicator in November but as I said Mr Lender rejected it. I have asked for the case to go back into the Ombudsman queue at the point that I requested this initially (August) which was agreed but wanted to get an idea of how long the wait is for it to be picked up by an Ombudsman?
I understand that not all complaints are the same but if you could give me a rough idea with regard to how long yours took that would be great.
Thanks,
ME
alvin johnson says
@Me it took nearly 5 months for a decision.
ME says
Hi Alvin,
Thank you for your response. Just hope I hear something soon.
ME
alvin johnson says
Thank you for your reply. can you please provide the email.
Lisa says
Hi Alvin
Email address I used was complaints@mrlender.co.uk
A says
I had a stage where i was eating through lots of payday loans an i complained in may, i had a final response in may but i failed to follow up on it. I complained again a few days ago and they said that they did the checks and it was sensible lending.
200.00 GBP on 18th May, 2017
200.00 GBP on 05th June, 2017
300.00 GBP on 10th June, 2017
500.00 GBP on 13th September, 2017
As i say i mentioned that it wasn’t responsible lending and raised to FOS, what do you think the chances are of getting a postitive result since i got a final response in may and a follow up a few days ago, will they consider that an updated response and look into it still?
Sara (Debt Camel) says
I can’t really guess. I don’t know why the lender didn’t just reply that they had already responded to your complaint.
A says
Indeed, I’ll keep you updated whatever FOS says. Thanks again for all your useful articles and help.
S I says
Hi again,
I have just reviewed and finally been able to log into my LS account.
I have had over 7 loans in the last 6 months, 6 are currently open and 5 started in the last two months.
closed loan – July 2019 £350 (Paid back £400 as paid early)
Open Loans
July 2019 – 450
4 Nov – 350
18 Nov – 150
22 Nov – 100
02 Dec – 170
30 Dec – 350
During taking out these loans, I have had taken/paid back to Cash4unow, Sunny, Myjar + Quick Quid.
My complaint is that they should not have lent me, and for the meantime I am looking to NOT pay them this month (£500 in monthly outgoing to Lending Stream).
What is the likelihood of FOS siding with me? Allowing me to payback without interest?
I have sent LS a complaint today but would want to know the likelihood.
I have asked them to freeze interest (Preclose all loans is £1245 atm) and planning to call them next week to set up a payment plan of £100 per month. is this advisable?
I am trying to not hinder my credit score in the long run, as its 574 or something now. Is it that I hope FOS sides with me and not pay, or set up a payment plan and see what happens?
Sara (Debt Camel) says
What is the likelihood of FOS siding with me? Allowing me to payback without interest?
I would say it is quite likely that FOS may decide some of the later loans should not have been given.
Is it that I hope FOS sides with me and not pay, or set up a payment plan and see what happens?
Why not set up a payment plan and make a complaint? These are not alternatives. You don’t have to stop paying.
Neil says
Hi All,
Once a lender agrees with an adjudicators decision and makes an offer and I accept their offer is that legally binding , similar to what it would be if an Ombudsman ruled in my favour
Thanks
Neil says
Hi all,
I hear that most Satsuma refunds are being paid by cheque. Is that true and have people actually started to receive their cheques?.
Thanks
Lisa G says
Hi Neil,
Yes. Satsuma had 28 days to action the Ombudsmen decision. On day 28 (30/12) they requested the cheque from their payments department. It was sent to me on Thursday 02/01 and arrived in the post on Saturday 04/01. Then obviously you have to wait for the cheque to clear. In all I found it to be more like 6 weeks and not the 4 weeks they’re given. Provident also send a cheque 🙄. Seems very archaic to me but thankfully banks are quicker at clearing cheques now.
Joseph says
True but annoying, I guess the longer the money sits in Satsuma’s bank account the better it is for them – but they’re stupid as one way or another you’ll get the money so they may as well pay out ASAP (but they won’t) – Just remember, you’ll be the one with the smile on your face at the end !
Neil says
HI Sara,
Is there anything that you are aware of that makes you believe that Satsuma are going to go bust any time soon.
Satsuma have just agreed with adjudicators decision and I have accepted a refund of £2,200 which apparently I will be receiving in the form a cheque.
Thanks
Sara (Debt Camel) says
Satsuma are owned by Provident, a large UK company. They may well have better backing than any other payday lender.
Michelle says
Hi Sara Happy new year! I have put in a complaint with my jar 4 loans in total larger ones about £1000-£2000 I have complained about loans 3 & 4 as they were taken out days after the previous one finished. They have responded straight away which was impressive asking for bank statements etc I can provide these would it work more in my favour at this stage to do this? It would show other lenders at the same time/poor credit etc, usually I don’t get any response until the 8 weeks
Sara (Debt Camel) says
Yes its a good idea to send the statements.
Paul Wakeman says
Happy New Year everyone. Just thought I’d give you an update on a case I raised for my Partner against Lending Stream. She only had 3 loans for £80, £270 and £370 & I thought I’d submit an irresponsible lending complaint which obviously LS didn’t uphold.
I referred it to FOS and an Adjudicator made a decision that he would uphold Loan 3 & that LS should remove all interest and charges & delete the loan from her Credit File. LS agreed to all of this and my partner accepted just before Xmas.
Due to a few issues over the last 2 years Loans 2 and 3 were with a DCA and after quite a few emails the DCA agreed to write off the existing balance on Loan 2.
I suppose what I’m trying to get across here is even if you’ve only had 2 or 3 loans from a provider it’s still worth putting in a claim.
Mike_p says
Yes it’s defintely worth a try. I had a £200 and a £250 loan from Mr. Lender which were taken nearly two years apart. I put in a complaint on the off chance fully expecting it to be rejected, but they offered to write off the existing loan saving me the final two repayments which would have come to just over £100.
Abe says
Firstly let me say how great this website is, I had taken out a ridiculous number of loans over the years that caused serious financial issues for me. So far I have had 3 successful claims against Lending Stream, Satsuma and thankfully QuikQuid, before they went into admin, totalling over £8000.
My question is – how long after a successful claim should it take for a lender to remove loans from my credit report. My claim with Lending Stream was successful in September but the 12 loans that were to be removed are still showing on my ‘checkmyfile’ report. Should they have been removed by now and if so what should I do about it?
Sara (Debt Camel) says
Yes they should have gone. LS has form for not bothering to do this or not getting it right, I am not sure which!
Your options:
– put in a complaint to LS and say you are going to FOS and asking for compensation if it isn’t sorted.
– tell CMF that the loans should have been deleted and show them the email form LS saying this.
madeline says
Hello I am just doing a wee update – January 3, told that I would get my rebate within 10 to 15 days, unbelieveably it arrived into my account today just 6 days later, cannot believe that is was so quick. If the other loan companies do same I could be well on my way to drastically reducing my debt.
Mike_p says
Which lender was that? The best I had was MyJar – I had the refund two days after emailing the adjudicator to accept.
Al says
Hi guys, thank you to everyone on this forum and Sara, this has given me such support in many ways. So i had a complaint against SNC which they have agreed in the turn of the new year. They have agreed to redress my interest of around £1150, and i cureently still owe them £1350, so they will offset it agaisnt that. I also had complaints againt piggybank, which they agreed to redress but they are in admin and i have no idea what will happen with them. I also made compalints against sunny and satsuma, and still waiting for response from satsuma. However, sunny have got back to me rejecting my complaint with reasons being in the line that i had ‘breaks’ within my loans and that there checks showed i was capable of repaying the loan. (which isnt true), i really wanted some help, which was what evidence if any should i provide to the FOS? i.e. bank statemnts or evidence of other loans taken out?
Mike_p says
I’ve had a couple of successful complaints with the FOS, the evidence I supplied was bank statements covering the period of the loan and a copy of my credit report. Just get your complaint in and they’ll email you listing the evidence they need. In my Lending Stream case they said the pattern of lending in itself was enough to show they shouldn’t have lent.
Al says
Thank you very much for replying to me, I had to ask the question as I was told i have to submit all my evidence at the start.
Sara (Debt Camel) says
You may not be asked to produce bank statements, but if you don’t have these at the moment, this is a good time to get them, so you have them to hand if needed.
Download a Credit Karma report now – that should show the other loans you had.
When you put in the complaint to FOS, attach the Final Response from Sunny and the Credit Karma report. In your complaint, give a brief description of your borrowing and say why you disagree with Sunny’s rejection. there is no need to write a lot, in most of these cases it is very obvious just from your loans what the situation was (hence Mike’s reference to “the pattern of lending”) so you are just aiming to help the adjudicator get an overall view of the case.
PS expect Satsuma to also reject your complaint:(
Elliott Leonard says
Hi all,
I am now in week 8 for SNC to respond. They have three working days as this weekend consumes the remaining 5 days left of the original 8 weeks.
Has anyone had any experience in safety net credit not replying during the agreed 8 weeks?
And also what would the next steps be?
All the best
Elliott
Robert says
I’ve made a complant to a lender and they have come back with a figure for my monthly credit commitment costs and have asked me if it’s correct. It is correct for my credit card commiments but doesn’t cover the payday loans I had at the time. Should I go further and explain the payday loans?
Sara (Debt Camel) says
Yes. You may have been asked what your monthly credit commitments were when you applied, but not thought that included payday loans, only regular monthly payments such as credit cards and long term loans.
Elaine says
Has anyone received their redress from wong’s administrators yet?
Adam says
Hi, i had a response from peachy saying that my claim was rejected due to my wage was adequate for the loan, but then showed that my wage reduced by £1000 within a 4 week period i.e loan 1 & 2 perhaps demonstrating a lack of thorough checking??, they also said i dint have defaults or missed payments at the time from similar types of lending so didn’t flag any issues to them? i possibly just put minimal outgoings to them when filling out the from through desperation which im sure many people have but does this void my claim or should i take it further? thanks Adam
Sara (Debt Camel) says
2 loans? how large were they?
Adam says
£300 taken on 19th of month and paid in full by 30th & £450 taken the next day. so wages actually differed by £1000 in less than 2 weeks.
Andy says
So today an adjudicator emailed to say he had received my complaint about satsuma , so how long roughly have people been waiting for a decision thanks in advance
Mike_p says
In my experience it’s been 4-6 weeks for an adjudictor decision, 2-4 weeks for the lender response, and then 2-4 weeks for payout.
Andy says
Cheers Mike , have all your lenders agreed with your adjudicators decisions ? I had 15 loans over 3 years sometimes 2 at the same time and constant , cheers
Mike_p says
I have had two FOS decisions and the lenders agreed on both occasions. One was with Lending Steam where I had 16 loans with sometimes 6 at once and the adjudicator said they should refund loans 6-16. The other was with My Jar where I had 5 loans over 18 months or so, with that the adjudicator said they should refund loans 2, 4 and 5.
Andy says
That’s a great help thankyou , and congrats on your success 👍
Claire says
Hi
The adjudicator has my complaint about sunny. Please see below. 5 of my loans were not flex credit but were after the flex credit loans and so cannot be looked at until after they know how to approach the flex credit loans. Has anyone else had this?
It is not all sunny loans, but it looks as though some of the loans provided by sunny in your case were what we call ‘flex-credit’. This type of arrangement does not have a clear end date on the agreement and so we need to look at what this means for the irresponsible lending argument. This is something that ombudsman are looking into and working out what our approach should be. I am not sure what this means for your complaint about your sunny loans at this time. I am sorry I cannot give you a better answer than that
Mat says
Hi, how long have had people had to wait for Lending Stream to make a refund. I know they state 28 days but seems a joke. I am 2 weeks down the line.
Mike_p says
Mine was 26 days from the adjudicator sending my acceptance. Its funny how they can pay out in 90 seconds when there is profit in it for them.
Mat says
I didn’t go through adjudicator just normal complaint and was amazed they accepted with no challenge. Your right 90 seconds to pay a loan but 28 days to refund is a joke.
MnM says
Hi,
Has anyone any experience with Cashfloat? Adjudicator have upheld loans 4-6 and given CF until 17/01 to respond.
When I first submitted my claim with CF they responded reasonably quickly and offered £100 as a goodwill gesture.
So they tend to agree with the FOS and if so how quick do they payout?
Dean says
Great site keep up the good work. I received a final response from mr lender today. They agreed more checks should of been taken on my 5th and final loan with them. It was a £750 loan over six months about £400 to £500 interest + late payment fees. I defaulted on the loan and they passed it to a debt collection agency. I paid the final £194.55 through the collection agency monthly until paid off. They have admitted fault but are only willing to pay me the £194.55 I paid to the collection agency! Surely they are pulling my leg??
Sara (Debt Camel) says
Hoe large were loans 1,2,3 and 4? Were there any gaps between them?
Dean says
20/10/14. £100. 11/11/14 £120 25/11/14 £400 16/02/15 £600 11/04/15 £750
Mr F says
Just want to say a big thank you Sara this site has been amazing after spending half my life in debt I can finally see a light at the end of the tunnel, if currently got two affordability complaints in 1 to amigo one to uk mail( see guarantor loan page- for updates) but before those were submitted i put claims in against a load of pay day lenders with the following outcomes,
Wonga- waiting for payment
Mr lender -did not uphold complaint but as gwg cleared balance of £234
Sunny- did not uphold complaint but as gwg cleared balance totalling 854 over 4 loans.
WDA-awaiting to see if claim upheld
SafetyNet credit- upheld and cleared the balance of 1234 along with a refund of 237 to me.
PiggyBank have reduced balance from 895 to 395
Quick quid and pounds to pocket- still being investigated
Paydayuk- claim just submitted
MyJar- claim just submitted
That’s over 2500 of my debt sorted, and a much healthier happier mindset as the pressure over the years has been unbearable I really feel the weight lifting.
Sunny mr lender, safetynet and piggy bank have also all removed negative marks of my file (Wonga disappeared wars ago)
Sara (Debt Camel) says
WDA is in administration. You should have received an email from them saying if you were entitled to any compensation and submitted your claim by end August. Did you do this? If you did, your claim has been upheld and you should receive c 5% of the amount you were informed about.
Fingers crossed for your two guarantor loan complaints!
Mr F says
This is a response I got of WDA on Tuesday,
Dear Mr Flockton,
Thank you for your email and apologies for the delay in responding, we are currently experiencing a very high volume of queries to the CTL customer service centre.
We can confirm that we have received your claim form.
We can confirm that we have changed your bank details and will complete a validation process prior to making any payment to you at a later date, if you have a valid claim against CTL. During this validation process, we may request further information from you to validate your bank detail changes.
If we do require further information from you, we will contact you in due course.
Dan says
Sunny agreed with the adjudicator yesterday! The 30 days starts now i guess!
Mike_p says
Normally you have to tell the adjudicator you accept, and then the 28 days starts when the adjudicator tells them you accept. Contact Sunny now to confirm the account you want the refund paid into, then they will have less of an excuse to delay it.
Dan says
I confirmed my bank details to the FOS. Is it worth calling sunny with them too?
Mike_p says
They should pass them on but I’d call sunny with them too anyway so they can’t claim they are still waiting for them. Lenders often seem to invent delays when it suits them, it never seems to happen when they want money from you though……
Alison says
H there, have just started the redress process with Peachy and My Jar through Resolver , have so far had a response from Peachy asking for Bank Statements & Payslips , should I send these , if not what should my response back be.
Also I have a current loans with Sunny , can I complain to them whilst my Loans are still outstanding.
Sara (Debt Camel) says
No need to send payslips. You can send bank statements if you want, the smaller the number of loans, the more important the bank statements may be.
Definitely complaint to Sunny now! Can you manage the repayments without having to borrow more or get behind on other debts? If not, then asl ask sunny for a payment arrangement at the same time. These complaints can take a very long while to go through as Sunny often rejects them.
Alison says
Hi , I probably cannot afford the repayments without having to borrow more, but I’m scared if I ask for a plan it will effect my credit file but have today after reading your advice complained through Resolver , they have came back to me but are the only ones out of the three that are not asking for bank statements , so not sure if this is a bad sign or not as My Jar came back today also asking for bank statements but my loans were from 2015 right up until 2019 which is a lot of bank statements to submit.
Stupidly I know I was actually in a debt management programme for the two years that some of the loans were taken out , so I’m not sure where I stand there, do I explain this to My Jar as just scared they will come back and state I should have not taken any Payday Loans whilst I was in a programme
Sara (Debt Camel) says
How many loans did you have from Myjar?
Alison says
37 loans from October 2015 until August 2019 , one big one was for £1400.00
Sara (Debt Camel) says
That is a huge number. I suggest you just send your bank statements for the first year, saying you will send all the others to FOS if Myjar do not make you a reasonable offer.
John says
Are MyJar about to go under? They seem to have stopped offering £4000 loans and loans over 24 months!
Sara (Debt Camel) says
Interesting. I don’t think they did a lot of this larger/longer business. they may just want to concentrate on their core business.
If someone is about to go under, they stop offering any loans!
Danny says
Another bit of good news, back in April I was in a payment plan for my QuickQuid loan, unfortunately I missed a payment on the 2nd May, phoned up on the 4th to confirm I would clear the total remaining balance of £252 at the end of the month (which I did).
After checking my Credit Record, QQ had actually added a default to my account on the 10th May, I was really disappointed as it wrecked my credit rating, I had a complaint in with the FOS before they went into administration regarding this loan but decided to email QQ last month and complain about the default despite offering to pay the full balance at the end of the month.
Had a reply yesterday confirming that after reviewing my account, as a gesture of goodwill they’ve removed the default! Absolutely delighted with this and from next month my credit rating will finally change to Good/Excellent.
Also on day 3/30 for my £4,200 Sunny refund, praying they don’t go under!
Gill says
Do Safety Net Credit tend to agree with adjudicator? After a knockback from them in Sep 2018 I sent to FOS. Only picked up yesterday! But adjudicator has said it wasn’t appropriate to lend and that all interest be paid back, which is good. I wondered if I was now in for the long haul. Thanks!
Donna says
I sent my claim 18th of December 2018 and my case was picked up at the beginning of December 2019. The adjudicator upheld my claim on 20th December 2019 and Safetynet came back with an offer agreeing with the adjudicator on the 3rd of January. I can’t recall seeing any posts of safetynet disagreeing with the adjudicator, and from the other posts I’ve seen they are pretty quick at paying out so I’m keeping my fingers crossed!
Gill says
Thanks Donna for your helpful response!
Crissy says
I sent my complaint to FOS in February 2019 against safety net credit still waiting to be allocated an adjudicator ? Glad to hear you had good results
Litahash says
Hi
I have had my complaint rejected by Lending Stream, they have said that in almost all cases each loan was either paid on time or earlier and that I could easily afford the repayments. I do not feel that is fair, is it worth going to the FOS – has anyone else had any success with the FOS re Lending Stream?
Sara (Debt Camel) says
LS reject many very good cases that are then won at FOS. How many loans did you have from them? Were they large? Do you still owe them money?
Litahash says
I had 14 loans in total, no I do not owe them any money now
Sara (Debt Camel) says
Thats a lot of loans – send it straight to FOS!
Mike_p says
That seems to be there standard (automated?) response. I had 16 loans with them including periods where I had 6 going at once. They rejected my complaint but the FOS said they should refund loans 5-16 and I got over £1400 back from them.
Litahash says
Thats good new then, I will put in my complaint to the FOS – does anyone know (roughly) how long the process takes from the start of the complaint to the FOS to their decision?
Mike_p says
With me it was two months from submitting the complaint to being assigned an adjudicator, and then another month for the adjudicator decision. After that Lending Stream took a month to agree (despite being given two weeks by the adjudicator) and then just under a month for them to pay out.
Be patient – it can be extremely frustrating waiting for it all to go through but I’ve completely turned my finances around thanks to this site.
Litahash says
Total loans I had with LS was £1980
D says
Anyone here have a case open against zippa loans at FOS stage?
Mines has been there months with only update being they’ve approached zippa and are awaiting them. Getting back to them.
This is my last one so would just like this over and done with to be honest
LC says
I borrowed a total of 40 times from safety net credit from feb to November 2019 totalling £8902 and paid back so far a total of £9914 which £864 still to pay do you think I’ll have a chance if I complain ?
D says
Yes defo complain that’s a huge amount.
I found safety net the best to deal with and I had my refund sorted within 18 days with them
a says
i am still awaiting for the outcome of my complaint and submitted this 04.12.19…..
E says
They have 8 weeks to respond so you still have a few weeks left so no need to panic yet. They did respond to me within 6 weeks but the offer was incorrect so they actually took 9 weeks in total but once upheld they paid out within 7 days.
a says
i know they do its just waiting that is very annoying thats all. have a fair few complaints awaiting responses which they all seem to be the difficult lenders
Mr F says
I would definitely complain, and mention in your complaint that they have read access to your account so they should clearly have been able to see your struggles that’s what I said to them and they upheld
Mike_p says
Yes definitely complain – I borrowed with them over a period of 4 months and they responded to my initial complaint in less than two weeks offering to refund all interest.
Have you asked them to put you on a payment plan? I asked them to do that and they froze my account and let me repay it over 10 months.
Daz says
I have used SNC for the last 30 months and have paid over 4K in interest over this period whilst in a DMP I currently owe them 1047 have just complained and cancelled my payment do you think I stand a good chance?
GH says
Can I please ask? Can I complain to lending stream even if it has gone to a debt collecting company?
JA says
Yes you can providing the complaint is about lending stream
Emma says
My account with them was with a debt management company when I claimed. After LS didn’t uphold my complaint it went to FOS who upheld it. The amount wiped out my outstanding balances totalling £600 and gives me £1000 in the bank. So definitely worth complaining.
Stacy says
Hi got my decision from adjudicator for my satsuma loans, 1st was for £300 then few months later £700.
The adjudicator turned down my affordability complaint saying they didn’t need to verify anything I said,nor check my bank statements or credit report,I’m at a lose,I’ve quired her decision for her to come back with the same explanation
Thanks
Sara (Debt Camel) says
Sorry to hear that. You can ask for it to go to an Ombudsman.
Stacy says
I will respond to the points you have raised. When you took out your two loans with Provident, you were a new borrower and it was the beginning of your borrowing relationship with them so the level of checks that they would have carried out at that stage, wouldn’t have been as thorough. Provident accepted the information you provided at the application stage, about your income and outgoings, to process your application for the loans. It wouldn’t have been expected to review your bank statements or credit file as you’ve suggested, at that stage. If you’d applied for more loans, then we would expect their checks to have increased and included matters such as payments you were making to other payday lenders and other creditors such as credit card providers.i questioned out come this is message I got also said Ombudsman would rule
Same as her!
Sara (Debt Camel) says
Adjudicator always say the Ombudsman will say the same, it’s a standard statement they include.
I think you should reply that £700 is a very large loan and more than twice as big as your first one so you think it should have caused some checks.
Stacy says
I’ve just checked my credit report and they did a credit check on the 2nd loan, I’m interested to know what checks they carried out as I sent 4 months bank statements for both loans, really confusing
Thanks again for your help
Sara (Debt Camel) says
Are you saying that Satsuma checked your credit report before they gave you the 2nd loan? And that you had given them your bank statements when you applied for the loan?
Stacy says
Hi yes,I’ve just double checked they asked for bank statements to do final check on 1st loan, there is a search on my credit file from them in march which is when 2nd loan was took out, I’m still unclear as to what checks they did or are class by adjudicator as enough as never received my SAR. I’m.really confused at the min. I have sent the adjudicator copies of the search on my file,plus the message from satsuma asking for bank statements plus I took out 4 credit cards same time as 1st loan, sent copies of them.on my credit file, and also the searches around same time on my credit report as I applied for 3 l8ans before satsuma and got declined for them,satsuma where only ones to except me
Thanks again for your help
Stacy says
Hi will what I have said make a difference do you think,I’m really confused to the adjudicator decision
Thanks
Helly says
Hi Sarah, a massive thank you to you and this site. I wouldnt have known any of this is possible…
Wonga – waiting payment
Piggy Bank – i got in there just before administration and was given back £450 and loans 3-11 removed from file
My jar – balance reduced from £900 to £300. I have £200 left to clear.
118118 – all the interest removed from my £2000 loan (which was £880) and loan removed from credit file. This loan is now closed.
Lending Stream – sent to FOS who upheld and im now on the 28 wait. Im guessing a rebate of around £350 and loans 5-12 removed from credit file.
Peachy – reduced balance from £1500 to £100 and removal of a number of loans. This loan is now closed.
Satsuma – with the fos. Fos waiting for them to send my case file. By far and away, Satsuma have been the most difficult. The rest have been quick and i have to say that both my lending stream and satsuma cases were assigned an adjudicator within 4 weeks of me submitting the complaint.
Sara (Debt Camel) says
It’s good to know that cases are now being picked up much quicker.
Do make sure LS delete those loans from your credit record – they have a history of forgetting to do this!
I hope the satsuma result is a good one too.
Cazza says
Can I ask what happens when you pass a case to the FOS, I have passed my Lending Stream case to them which I have been asked to provide two very small details and that’s it? Do they normally require anything from me or do they have access to all the information they require?
Mike_p says
Normally they ask for the details they need, usually back statements and credit report. Then you will get an email from an adjudicator saying they have all they need to look at your case, and a bit later they give you their decision.
ME says
Hi all,
Just thought I’d share the progress of my case with Mr Lender.
I submitted my complaint to them in November 2018, after the 8 weeks they rejected it. I sent it to the FOS in March 2019 and it was picked up by an Adjudicator in June. In August the Adjudicator decided not to uphold my complaint therefore I asked for it to be escalated to an Ombudsman. In November I was contacted by another Adjudicator stating they were part of a team that were tasked with reviewing complaints that were awaiting an Ombudsman to see whether they can be settled sooner. In the same month the second Adjudicator partly upheld my complaint and gave Mr Lender until early December to respond. Mr Lender rejected the decision and requested that it went to an Ombudsman look. Given that I had already requested that an Ombudsman look at this compliant back in August, I asked for the complaint to be put back in the August pile which the Adjudicator agreed to. Today I have received a letter from the Ombudsman agreeing with the second Adjudicator’s decision to partly uphold my complaint which I am obviously happy about. Really hope Mr Lender don’t run into any trouble in the meantime.
But I wanted to highlight that whilst most cases are dealt with great first time by the FOS, in some cases Adjudicators don’t always get the initial assessments of complaints right. I had nothing to lose in requesting it being assessed by an Ombudsman.
ME
ME says
Further to the above, I understand that Mr Lender say they have up to 4 weeks to make the redress payment. I wondered whether anyone with any previous experience with a Mr Lender complaint could give a rough idea as to how long they take to pay out and also confirm whether this is by a bank deposit or cheque?
ME
Kevin D says
Hiya, I was by paid by MrLender within around 48 hours after we had agreed on a settlement figure. They paid it the next day straight into my bank.
ME says
Hi Kevin D,
Thank you for the info.
Fingers crossed I have something with me by the end of next week! Can I ask whether that was recently the case for you?
Thanks,
ME
Kevin D says
Hiya, yes this was around mid December. So quite recent.
ME says
Hi Kevin D,
Thanks for the info! Will keep an eye out for it next week. Fingers crossed.
ME
Paul Wakeman says
So what was already a good week has just got better. Had my complaint upheld by Loans At Home. I had 8 loans from them between Apr 17-Jul 19 (the last ever payday loan I intend on having) for varying amounts but they are paying me a redress of £2,102.67, writing off my outstanding balance of £2,044 and my credit file will be adjusted. Submitted my Complaint on 22 Nov 19 and this is only the 2nd one where I haven’t had to go to FOS.
Mat says
I had about 8 loans with lending stream which has been upheld and due a refund from them. They also said that they will adjust my credit file but as the loans were in 2012 will this have any impact.