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:
- 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, Everyday lonas, Likely Loans/Finio, Reevo, 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.
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;
- some 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 instalment 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 free and 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 2018, 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 2024 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
- if you dont have the credit agreements, 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 FOS 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?
Glen says
I had a success on Friday with my Satsuma case.
Since 2014 I had 11 high value loans. Back in May I registered a complaint saying I was requesting repayment from loan 5 onwards as that was where my loans jumped from £200 up to £500 and from where they grew ever larger and more expensive. They were VERY late in replying, and also sending me basic documentation I had asked for (statement of loans etc). Needless to say as with many others on here, they rejected my claim and so I went to the FOS.
Around Novermber and adjudicator picked up my case and we had a chat and I sent all the documentation I had on them and my case. At the start of January the Adjudicator agreed with me but said they should pay me back from loan 3 onward which was more than I had requested. And that they had until the 31st Jan to reply. On Friday afternoon (31st) I had an email form the Adjudicator saying they had agreed with the findings of the Adjudicator and would be sending me a cheque for £5237.
I only have one case left now (118) that is with the Adjudicators. All other 11 I have been successful on.
Many Thanks to Sara and all you guys for the support.
Chris the Fist says
Congrats!! This gives me hope for mine, as they were supposed to reply to my adjudicator by 29th Jan, but nothing yet.
Glen says
Hey Sara, yes, regrettably it was about £12500 that was repayable over those years, so approx £6000 of interest.
Hey ho, onwards and upwards eh?
Elliott says
I’ve just had an offer of £116 from piggy bank as they are in administration will I get this amount?? … they are also removing them from my credit file to which I’m over the moon with!!
Also today My jar have offered me £51 and remove the loans!! What a Monday!!
Sara (Debt Camel) says
If you have other complaints in progress, take a copy of your credit Karma credit report NOW while these loans are still on it in case you need it later for other complaints.
John says
Hi Sara.could you help me please.ive complained to lending stream twice about overpaid interest.first time was through a claims company who would do the work for me.it was refused.then last week I emailed them myself,and once again I received an email today from them referring to the claims company that tried to help me back in august last year.once again they’ve rejected my claim.what can I do next?many thanks
Sara (Debt Camel) says
Nothing probably. You should have insisted the claims company took the case to the Ombudsman or taken it yourself at that point, not delayed.
Crissy says
I have had an e mail of the adjudicator regarding my complaint against safety net credit she agrees I shouldn’t have been given any credit and is asking them to refund all interest paid ! This complaint has been with FOS for just 12 months ! I really hope safety net credit agree and repay ASAP ! I’m so glad I found this site over 12 months ago and don’t feel like it’s only me who got in a mess ! I have had a refund of amigo loans and still waiting for the small one from wonga ! Good luck everybody x
R says
Me too Sam abit longer than 11 days so will be counting down the days. And this will change my life around too as I hope to use it for moving funds otherwise I will be stuck in this grim town for years! February is going to be a long month this time around! keep us all posted please.
Alex says
Hi Sara,
I’ve sent an affordability complaint to 247moneybox, 03.11.19 and never heard back from them. I still have an outstanding balance with them. Despite them having gone into administration, shouldn’t have they replied within 8 weeks and should I continue to chase as they aren’t chasing me to pay, whilst having missed 2-3 monthly payments since administration.
By the way, your information on here changes lives, financially and mentally!
Thank you,
Alex
Anzzzz says
I had the same. They went into administration close to this time. It’s now a case of just waiting for the administration to happen. We narrowly missed the boat and have to wait now. Limited info on their website.
Steve says
Hi Sara,I have a question please if you might be able to answer for me.
I have recently lodged a complaint with Myjar and had several responses to my emails.
They continue to ask for bank statements and credit file details..
This is a copy of their last email…
Please note that you are not obliged to provide the requested documents, however, the provision of them would help us investigate your claim fully and ensure that you are provided with the best possible and accurate outcome.
If you do not provide the documents, we will not be able to consider that information and will complete our complaint investigation using the information we hold on our records.
We only have access to specific data reported by the banks and the credit reference agencies in respect of our checks, at no stage do we ever have access to your full credit report or your bank statements as that would be a DPA breach.
If you wish for us to review your credit file you will need to send this in as we don’t have access to this information.
Are they just stalling or do u need to provide them what they are asking for..
Many thanks
Sara (Debt Camel) says
So we are talking probabilities here. I said it MAY help your case if you produce the bank statements, not WILL. I can’t tell by how much it increases the chance of yiu getting a good offer from Myjar.
I think they are more likely to be useful in cases with small numbers of loans. If you had 8 loans from Myjar without a break, you may well get a good offer without them. Only a couple and it’s hard to win a case and bank statements could be useful.
But if the case has to go to FOS you are very likely to be asked for the statements so I think it’s worth trying to get them now.
Karen H says
Steve,
I have just had a refund from Myjar that I’m more than happy with & didn’t provide any info at all to them. One of the easier ones to deal with!
Mary says
I submitted a complaint to Sunny, which wasn’t upheld. It came at a bad time when I didn’t have any fight in me to go to the FOS. Six months have now passed. Like others I’ve just received my email from Wonga and don’t want to lose out again. Can I complain again with evidence that it was unaffordable?
Sara (Debt Camel) says
Not unless you have some medical evidence – if you do go to FOS and explain why you are late.
Lucie says
Can I put a claim in even though I’ve paid the loan off before it was due? My loan repayments in January we’re going to be well over half my wages but a friend owed me money and paid it to me so I did the sensible thing
Louise says
Yes i did with LD always paid off within in a week but i had 29 loans in 9 months so i am awaiting a refund, they rejected fos upheld.
mark says
I currently have an on going complaint with myjar, but I have just seen on companies house that they have just been given a first Gazette notice, how likely is it they’re about to go under? and what would happen to my complaint?
Sara (Debt Camel) says
I think they have just filed their accounts late. This is pretty common!
Kub says
How long do lendingstream taking to reply?
sam says
all the time they can!
8 weeks from initial complaint
scott nell says
Yes it took almost 8 weeks from initial complaint. It usually take this much of time.
Sophie C says
Quick Update – Mr Lender
I emailed them a complaint last Thursday. Just had a phone call from them offering as a gesture of good will to close the account and wipe the remaining £460 owed. I asked, but how much did i pay in interest? He replied £1076. So i told him, i would be happy to accept his offer, if they included a refund of £500 too. (Thats pretty generous of me!) He came back with all of these stats on how they win most of their cases and that its unlikley i would win so i should just accept…. I said no. I asked for next steps and he said we have a little longer to work on your case so we will send your final response via post within the 8 weeks.
Ive reiterated my offer in an email to them – I wonder what their final response will be!
Sara (Debt Camel) says
Interesting as you say. Most people do not get a full refund, the first few loans are not normally included.
Nats says
How strange they called you so quickly? I’ve had a complaint in with them for over three weeks and haven’t heard anything from them. Sounds like they’re hoping you accept as they know you have a good chance of getting it all back (just my opinion, of course I could be wrong!)
Good luck with it! x
Rob says
I’ve just received and email from Lending Stream after sending a complaint on 20/01/20 using a template from this website.
All that was given is:
1. List of loans along with the loan status and outstanding balance
2. Statement of Accounts
3. Loan Agreements
4. Copy of loan applications
5. Transaction Details
6. Legal Notices
There was no mention of compensation or anything, is it worth me replying to explain I was putting in a complaint or just wait until the end of the 8 week response period?
SK says
Be careful, they did this to me. They sent me a list of loans etc. only and when I replied saying I look forward to their response regarding my complaint they replied that I never complained only asked for list of loans etc.!!! When I replied that was not true they were adamant and started the 8 weeks from my second email. I sent the case to FOS straight away…
Sarah P says
Hi Sara
I’m disappointed that the adjudicator did not uphold my complaint to my jar ( but I only had 2 loans with them so not surprised )
Today I’ve had my response from Provident waiting since Oct 19 they have also not upheld my approx 10 loans as they say that I saved on the interest as possible them early but it looks like I paid them and then got more
Soo dissapointed but I have sent straight off to FOS plus Sunny have never replied to my complaint either so I’ve sent that off too
Sarah P
Sara (Debt Camel) says
how large were your Myjar loans?
Sarah Perring says
£1000 and £1500
Sara (Debt Camel) says
those are very big loans. I suggest you go back to your adjudicator and say you would like the complaint to go to an Ombudsman.
Sarah Perring says
Only just had the response and it was the first one just wondered if you have advise on what I could say to make an impact please
Karen says
I took out two loans with MyJar – one in Feb 17 for £1,575 and one in Feb 18 for £325. Do I have a complaint? If so. how do you work out how much interest you are entitled to receive back? For the first one I was repaying c.£500 per month.
Sara (Debt Camel) says
That first loan is very large – if you think the repayments were unaffordable then definitely make a complaint.
The second loan – was the first loan still running when you got this one?
BB says
Can i just ask, Uncle buck have offered a redress to me for most of the loans i had with them, however the last loan was sold to a debt company (moriarty law) and they insist that the redress will first be used to pay off this loan and the rest of the balance will go to me. I’ve had redress from another loan company where the loan was also sold off to a 3rd party and they didn’t use the redress to pay off that balance.
Is this normal or should i complain? I already have a payment plan i am happy with regrading the outstanding loan from Uncle Buck
Thank you for the reply
Sara (Debt Camel) says
It’s normal. But the redress should take into account the payments you have made to ML – does it?
mark says
Myjar complaint update.
I was asked to get bank statements from my closed account from 2011-2014 as they had no records from these dates anymore. I said this would be difficult but I offered to send emails of all the loans with references, they said no any all they wanted was the bank statements.
The day after I sent off for a personal data request to barlcays. This arrived by email 2 weeks later (yesterday) so all last night I went through and made a clear list of every single loan I had from my jar (57 in total!) each with a loan reference, date borrowed and date paid with the amounts. I also sent them the bank statements attached to the email.
So about an hour ago I receive an email saying that the information provided isnt enough and they NOW want every single email that correlates to each loan… these emails go back 10 years nearly and I had already offered to send them these emails but they didnt want to know and only wanted the statements.
This really feels like they are giving me the run around. I have clearly sent them more than enough information for these loans!
Sara (Debt Camel) says
Tell them you have already given them what they have asked for, that you can’t see what the 57 emails would add to this, and you think the Finacial Ombudsman will uphold your case from these details. So can they either make you an offer or refuse so you can send your case to FOS.
BB says
Thanks for the reply Sara, well i don’t know yet because Uncle Buck have said they need to talk to Moriraty Law first, so yes i presume it will take in to account any repayments i already made
Mark says
Does anybody know what is happening with Quick quid/Pounds to pocket and Payday uk? I know they have all gone into administration…but what happens now? Is it just a waiting game?
Thanks in advance.
Sara (Debt Camel) says
See https://debtcamel.co.uk/quickquid-casheuronet-administration/. If you have a complaint in, it’s just a question of waiting a long while.
Adam R says
Anyone made a successful claim against wizzcash ?
Are they a pain in the backside to deal with?
Kev says
Hi
Yes they are a pain. The same woman answers the phone for customer service. She is so rude. Continually talking over you when you are trying to explain. Good luck with them
Nathan says
Hi all, i have 2 loans left which i pay monthly and are affordable but after reading many articles on this website i have decided to make refund claims against Satsuma, Peachy, Moneyboat and lending stream. I currently pay moneyboat and peachy. I was wondering if i am able to cancel the CPA payments until the refund claims are solved or if i have to continue paying them?
Any help or advice would be highly appreciated.
Nathan
Sara (Debt Camel) says
Well you can, but how strong are your cases and do you expect any refund to clear the whole balance? It’s often simpler to let really affordable arrangements just run.
Nathan says
Balance on the Peachy is £1238 and I pay between £52 – £57 a month.
Moneyboat is £72 a month and I have 5 payments left.
Lending stream and Satsuma ive had a good 10+ loans of each of them in the past 5 years and they have allowed me to just keep taking them despite my credit rating being awful.
I have all the loan history etc of all my loans.
Thank you.
Jackie says
Hi Sara
Thanks to your fantastic site and helpful advice, I have been working my way through a number of PDL affordability complaints. Not really had much in the way of actual monetary redress but a few outstanding balances written off and details removed from my credit file.
On Friday, I got my £7.71 redress confirmed by Wonga but they did write off a balance of £1068 so I was actually quite happy.
Then today I received an offer of £3641 from MyJar – absoultely delighted is an understatement. Just hope they stay solvent long enough for the money to pop into my bank account.
I did not supply any information, payslips, bank statements etc and just sent them an email template from the site. Thanks again Sara.
Jackie says
Sorry I forgot to say that Myjar also wrote off my balance of £1100 in addition to the £3641 redress offer.
Livia says
Hi Sarah I just want to say thank you for this site,it’s so helpful to a lot of people. Thanks to your help I am now debt free,first time in 10 years. I complaint to many payday loans and I will put in here in case it helps other people.
Mr lender: write off my balance of £900
Cashasap: write off £250 plus £200 refund
Ferratum: refund of £300
247 moneybox: went bust before I got a refund
Quickquid:went bust before I got a refund
Sunny: £1400 refund
Fernovo: write off £200 balance
Lending stream: £3000 refund
Safety net: still with fos
118: still with fos
Thank you very much for all your help
KD says
Hi,
Is anyone having issues with claims for SNC? I’ve had the following in an email from FOS, ‘The type of credit your took out with SafetyNet Credit means that the complaint is being dealt with a specialist team within the Financial Ombudsman Service.
It is likely to be some time before we are able to provide you with a resolution’. Is this normal?
Beth says
Lending Stream – Hi everyone, has anyone got any updates with regards to when payments are being received? I’m currently on day 23 :-(
Thanks
Mike_p says
They normally like to frustrate people by dragging it out as long as they can, it seems to be by generally day 26 to day 30.
Beth says
Thanks Mike, it’s blooming torture waiting!
Niel says
Is there anything going on with Peachy I have a repayment plan set up and have just made the first payment. I have received an email from them offering to remove all interest and repay the original amount borrowed, I’ve replied asking for a figure because I’ve paid the loan correctly for 6 months. Have you heard this happened before ?
Sara (Debt Camel) says
So are they making this offer if you pay all the rest of the money now? Is it affordable for you?
Niel says
They have given me 14 days to pay the which unfortunately I can’t do, the offer just came out the blue after setting up a payment arrangement.
Sara (Debt Camel) says
this is just normal then, they are hoping to get money out of you faster, so they can lend it to some other poor soul who will pay them lots of interest.
HJ1234 says
Hello I wondered if anyone had complained more than 6 months ago and then taken the complaint to the FOS or if there was another way I could have my debt reviewed.
I made complaints in 2019 however I didn’t refer these at the time after the final response which is completely my own fault as I had just had enough and had given up. Now I am majorly regretting this and I am still suffering the consequences of my own stupidity and still have crippling debts with collection agencies chasing me for these loans.
Sara (Debt Camel) says
Unless there is some good reason (major medical issue?) you can’t take a complaint to FOS after 6 months. Apart from legal action – which you would need to take professional advice about, I am not suggesting it is a good idea – you have no other option.
Can you say a bit about your current situation – are you still borrowing or are all your debts defaulted now? Are you out of work or on a low income? Buying or renting? total amount of debts?
N says
Hi I sent my letter of complaint to sunny last week and have just recieved this email back.
I note we have already investigated a complaint of this nature and can see that our final response was issued on 13/08/2019. As no further funds have been extended since this date, we would not be looking to reopen the complaint.
I have no record of this at all and just wondered if they are trying to put me off?. I have asked for a copy of this final response but am yet to hear back from them.
Sara (Debt Camel) says
They may just have made an error.
N says
Is it wise to put this case to the ombudsman in case? The 6 month time frame to refer to the fos will end on the 13th of this month according to their date. Is that enough time if I do it today?
Sara (Debt Camel) says
oh yes!
Send FOS a complaint straight away. Say you have no recollection of making a complaint but Sunny say they replied on 13/08/19 so you are lodging this complaint with FOS now so it’s within the 6 month period.
Use the online FOS form here https://www.financial-ombudsman.org.uk/contact-us/complain-online it’s very quick. Say you have asked Sunny for the details of their response and will forward it when you have it.
Nigel says
Hi, Dow’s anybody know what I could do after the letter below? I didn’t realise I’d done the original complaint and definitely didn’t know of any replies because I stopped using the resolver website as I couldn’t log back in etc.
I’ve been struggling massively with my mental health over the last couple of year etc and I didn’t realise. So I just started to put in my complaints and this is one of my replies, this being from MyJar
Dear Sir/Madam
Thank you for contacting us and please accept our sincere apologies for the delay in responding to your email.
Please be informed that you already filed this complaint with us on 28/12/2018.
We regret to inform you that we are unable to investigate this matter for you as we have already provided our response to an irresponsible lending complaint on 07/02/2019. Please see details of all correspondence to your email address (******.****.***@email.resolver.co.uk).
In our final response letter, the complaint was not upheld.
Kind regards,
Chloe
The Complaints Team
Sara (Debt Camel) says
You can talk to FOS about this and your mental health issues. If you have any evidence from your doctor about this it may help. I don’t know if FOS will consider them as a reason for a late complaint.
Katie says
Hi I sent the template off to myjar I can’t remember any details I can’t get banks statements or anything past 18 months ago and I am guessing the loans were taken out around 5-6 years ago at a guess. They have responded to me asking for this information but I can’t provide it . Any suggestions please?
We are sorry that you have felt it necessary to complain to us. We want to address your concerns as soon as we can and as fairly as we can. To assist us to do this, please provide us with the following information:
Bank statements (at the time/s you took out your loan/s with us showing the below data)
Bank name and logo
Account holder’s name
Account number and sort code
Pay slips (at the time/s you took out your loan/s with us)
Any additional information relating to your financial circumstances (at the time/s you took out your loan/s with us)
We are asking you for this information to support the claims you have made to us in your complaint. This information will assist in our investigations and allow us to ensure you get the fairest outcome once our investigation is concluded. We are happy to discuss this request with you further, if you have any questions please do not hesitate to contact us.
When we have considered the complaint in detail, we will either issue our final response providing you with our decision on the outcome of the complaint and the reasons for this or, an explanation of why we are not yet able to resolve the complaint.
Sara (Debt Camel) says
You can get bank statements from closed accounts. This is what you need to do.
Sandra says
Hiya any ideas how long satsuma and my jar are taking to look into people complaints thanks ,this is a great site thank u
Mike_p says
My Satsuma one has been with them for nearly 13 weeks. No sign of a final response yet and they are ignoring my emails asking about progress. It’s with the FOS as they failed to respond.
Steffy says
I’m on week 10 for Satsuma as of today, they claimed they had “forgot” to log my complaint from 27/11/19, 2 weeks ago, but I know it’s a lie as I received an acknowledgment confirming a few days after submitted.
They asked me to not submit to FOS but I gave them a 24 hour time frame yesterday and still nothing so off we go. They claim they are very busy and due to Christmas they have a huge backlog, but not my problem!
Jackie says
My complaint to Myjar was dealt within 6 weeks. I haven’t got my redress yet though. They gave said that could take up to 15 days.
Glen says
Great news , within 3 weeks of complaining I’ve an offer from MY JAR for £263 which I’m more than happy to accept.
Chuffed to bits and I would never had done it without the templates Sara and the site help, thank you.
So that nearly £600 coming back so far including my Wonga redress.
Fantastic
Anon says
My word, put a claim in with Sunny a week ago and was looking today at how much I’ve borrowed over five years :- almost £15000!! I feel like such a fool. Hopefully I can draw a line underneath this vicious cycle. Thanks for the website Sara, it’s been a fantastic resource
Sylwia says
Hey,
I have taken loans with txtloan over 8 years ago. I have emailed MyJar complaints department (trading name for txtloan) with all my details etc. I got an email back saying to send my bank statements. My bank account was closed years ago and they can only provide bank statements up to 7 years back. I have emailed it back to them, with my payslips and screens of emails from txtloan confirming that i took loans etc. And today i got an email stating that
“We have been unable to locate an account for you and therefore we cannot identify that you took out loan(s) with MYJAR Ltd.
What can i do? Its a joke.
Sara (Debt Camel) says
if you have the emails to prove the loan, then I suggest you tell them you will be sending your case to the Ombudsman if they refuse to consider it.
Marie says
Hi Sara
This isn’t really about a pay day loan but couldn’t find a suitable place to post.
My mother and sister have mental health issues and are both on benefits and really struggling with debt, they owe British Gas around £2000 and British Gas is forcing them to have a meter installed and to pay back £30 a week which they just can’t afford.
British Gas are refusing to come to a cheaper pre-payment plan and I’m really worried how my mum and sister will cope financially if this happens.
Is there anything at all they can do to prevent this?
Many thanks
Marie
Sara (Debt Camel) says
That really depends on their other debts.
Their local Citizens Advice would be best. There could be a few options and I am don’t like guessing.
Ciara says
I have had a reply from satsuma saying that I have ten days to send more evidence if I have it. What is best to send? I read in other comments about sending a copy of my credit file. I have signed up with credit karma but have no idea how to download it or if you can.
Mike_p says
With credit karma you just need to go to the credit report section, select print in the browser and then select print to pdf from the printer menu. If you don’t have that option then install something like cutepdf.
It’s a bit counter intuitive as it’s split across tabs on the screen so you would expect it to just print the tab you have open, but it actually comes out in a completely different report like format.
ME says
So after receiving an email yesterday from Mr Lender to inform me that they were processing my refund and I should receive this within 5 working days, I was pleasantly surprised to receive it today on day 23! Only two more complaints (currently at the FOS) to go!
ME
HLTCO says
They took 23 days to pay the refund?! After saying it would be done in 5? That’s outrageously poor. Did you keep chasing them?
Sara (Debt Camel) says
No it means that he was informed on day 22 he would get it in 5 days and it turns up day 23.
Stacey says
Hi, I have put an affordability claim in with sunny, they allowed me to take back to back loans in order for me to repay the previous and live. Has anyone else dealt with Sunny? If so, how long did it take and was it easy to claim?
Thanks
Sara (Debt Camel) says
They often make poor offers so you have to send this to the Financial Ombudsman. Don’t expect to get a response for 8 weeks.
Michelle says
Hi Stacey it took me 5 months in total, they offered zero to begin with after the 8 weeks, then to the fos, I managed to negotiate refund on 20 loans but it was hard work. Good luck
Ben J says
Hello.
I sent off complaints using these templates (thankyou) to Lending Stream, Sunny, CashASAP, Satsuma, 118118 Money, and Uncle buck om 28th January.
As well as my local MP.
I am yet to hear any sort of email back from anyone after 8 days and wondered if this is normal, should I wait, or advice on what to do.
Much appreciated.
Sara (Debt Camel) says
It’s normal not to get a response until 7 or 8 weeks. Unless you have a message saying your email was not delivered you can assume they have it. Enquiring about progress is a waste of time.
Mike_p says
Cashasap sent my final response to me on boxing day when was the last day of the 8 weeks. Either they were working through the chiristmas holiday to get the response sent or they had written it long before and put it on delayed delivery. My Lending Steam response came at 7 weeks and I’m still waiting for Satsuma at 13 weeks.
a says
Good Morning all im just looking for some advise.
Mr lender got back to me and offered a £25 goodwill Tesco voucher but did not withhold my complaint. they are saying i only had one loan with them which was for £500 and £128 still outstanding is this worth perusing at all because at the time i had uncle buck loans,cashasap loans, wage day advnace, next credit, wonga, cash convertors and a few more outstanding?
also 118 money send me all my info on the loan and payments and emails can i ask why they have sent this to me??
Sara (Debt Camel) says
You could go back to them and say you know it was only one loan but it was a large one and you couod not afford it. Say you will be happy if they write off the balance as yoyuh ave already repaid more than you borrowed.
It’s hard to win one loan cases at FOS – I can’t say if you would succeed.
Doug P says
Hi,
I sent off the first template letter to a few companies yesterday.
One of them was Moneyboat. I had a reply this morning acknowledging the complaint. However, the email stated that ‘should it transpire that information provided by you at the time of the application was false or misleading, we may register this attempt to gain redress falsely as a first party fraud with CIFAS’.
Have any companies actually done this, or is it a tactic of intimidation?
Sara (Debt Camel) says
A few lenders make this sort of threat. So far as I know, none of these threats have been carried out.
Beth says
LENDING STREAM – UPDATE
Hi, Just to let you know I have received my Lending Stream redress 10 minutes ago, day 24! So don’t panic, it’s coming through! ;-)
Charlie B says
Hi all,
Just had a response from Loans2Go, they responded in a timely manner and have agreed to refund 50% interest paid (£169.94) as a goodwill gesture. Im happy to accept this as a repaid the loan early and its been a fair while since taking the loan out.
Akram says
Hi guys,
Is anyone having issues with Mr Lender? I sent them the template later and after they hadn’t acknowledged the email for over a week I called to see if they had received it. They then emailed me back the following:
Dear Akram,
Thank you for your email.
Whilst the start of this email states that you are making a complaint, there is vague information regarding the difficulties you experienced and the reason as to why you felt your loan(s) were unaffordable.
Therefore, please can you confirm if you only require a Statement of your Account, or you wish to raise a complaint. Should you want to proceed with a complaint, please can you provide further details as requested above.
We look forward to hearing from you.
Seems like a delaying tactic but I’ve responded with more details. Just curious whether anyone else has had any issues with them?
JGR says
Another Lending Stream Update.
Payment Received this morning, day 26, after initially rejecting my complaint it went to the FOS and they upheld my compliant.
LS agreed with FOS at adjudicator level and now I can finally put this behind me, keep pushing everyone and get what is owed.
Glen says
Bit confused Sara can you help?
Peachy have replied with a full and final notification of my claim, it was in a passworded zip file, I opened it to find a copy of an old loan agreement, I’ve had a few off them, it bared no relevance to a final decision…..do you think they have sent me the wrong file? or sending an old loan agreement is them saying I agreed to this particular loan, I’m very confused.
Sara (Debt Camel) says
I think you have to phone up and ask, sorry.
Emily Rose Farren says
Finally won my redress battle with Sunny. Started 2nd October and received final payout yesterday. Sunny dragged their heels almost every step of the way; they initially denied fault and refused to pay any redress so I had to escalate my case to the FOS and they still were super slow to reply.
However, 18 weeks, 3 negative Trust Pilot reviews and a lot of back and forth emails later, I have now received my £1646 redress! And they will be wiping my credit file of the loans.
Keep at it, folks, it’s worth it!
Anon says
That’s brilliant news Emily! I can only imagine how tough a process it will have been, I started mine last week. Could I ask what your loan total was? Mine was under £15k obviously paid back £30k over five years 🤦♂️ Just so I can get an idea. Thanks in advance
Pee says
£30k. Wow. That’s a lot if Loans. How is that responsible lending? It’s just putting profit before customers wellbeing. Sunny should be ashamed. I mean £30k. Come on now. Good luck with that one.
Ross says
Hi, I’ve recently put in a complaint to sunny about unaffordable lending, I received an email today about my data that they hold, is this just part of the process?
David says
Received my redress from Myjar today! Can’t express my thanks enough to Sara and everyone on this site. The amount will make a significant difference to my financial situation. Thank you.
Tania says
I got mine today as well. Thanks everyone for giving me the confidence to go for it.
Turtle says
Good news today from the FOS. Ombudsman overturned the adjudicators recommendation not to refund any of interest paid on loans I had with Evergreen T/A Moneyboat.
I had 4 loans in total and the “provisional decision” is to refund interest paid on all 4 loans and remove all adverse information . Evergreen have 1 month to reply but i am hoping the outcome doesn’t change or they go bust as its around the £1100 area without interest.
Complaint made to company April 2019
Complaint made to FOS July 2019
Adjudicator response September 2019
Ombudsman response Feb 2019
Adam R says
Got my acceptance email from ferratum today
“We recommend that you continue to make payments to your account whilst we investigate your complaint. If you have a payment arrangement set, your payments will continue until your complaint has been investigated.”
Olly says
Safety Net Credit don’t hang about. I e-mailed them my complaint last wednesday, got a message back today with an offer, i’ve accepted, and they say it will be in my bank account by next friday. tidy.
Laura says
I hope they are as quick with me. I got the email to say they are looking into my complaint last Thursday. Keeping everything crossed.
Marco says
Hi how long did you wait and did they ask you for details? I am stuck in this loan cycle almost a year now
Sara (Debt Camel) says
Hi Marco,
if you have a problem with SafetynetCaredit send them a complaint using the template letter above and cancel the CPA to them with your bank. It doesn’t matter how long other people’s cases took to be resolved. Not everyone gets a refund from SNC direct, some have to go to the Ombudsman. So cancel the CPA now so you are safe while the complaint goes through – it is the only way out of this cycle of having to keep borrowing.
Marco says
Hi,
If i complain do they won’t send debt collectors or put a negative rating on credit score?
Sara (Debt Camel) says
no, they won’t send debt collectors round, not while you have a complaint in with them or the Ombudsman.
If you win your complaint – and if you have been borrowing for a year non-stop that looks very likely – then any negative marks are removed from your credit record.
What is your alternative? Carry on borrowing for another year? or two? the only way out of the payday loan trap is to refuse to borrow again and instead ask for an affordable payment arrangement.
Ljc says
In May 2018 I sent off irresponsible lending complaints to Albemarle & Bond and Speedloan (who are/were connected) , they never responded , I referred to fos approx.3 months later and also got in touch with a director at A&B . They replied with my Sar details and speedloan said sorry we don’t have details for 2009/2010 and Albemarle and Bond went into administration in 2014 (some branches of A&B had closed some havent ) so I thought well a & b I can’t take any further but speedloan I’m going to keep on at fos – I chased up fos and they said it’s a bit complicated but we are looking at what we can do for this kind of case but it will be a while before we get back to you . I chased 6 months later (sorry still no news) then about every 3 months and fos said we have some information now about both companies and are looking into how we can proceed . So for the last 6 months I’ve emailed every 6 weeks or so and got told in December it was now assigned to an adjudicator and he’d be in touch .
O didn’t hear anything followed up beginning of jan – still hasn’t been looked into yet and my adjucator is on holiday . By now I’m really fed up and complained (I lost out on a big payout for TMS because of delays at fos) the next day I received a message from a new adjudicator who was now handling my case .
A week later (Monday just gone ) he wrote to me upholding all loans and wrote to A&B . They messaged him back late tues,agreeing with him ! he messaged me yesterday morning to tell me the good news . I accepted their offer , they messaged me yesterday for my bank details at lunchtime yesterday and by close of play yesterday the money was in my bank ! £4000 !
The redress was for both speedloan and albemarle and bond from 2009/2010 and I was on a dmp at this time also having other payday loans and the adjudicator said they should of seen on my bank statements I was struggling and should of never had lent to me after the 3rd month of rolling over my cheques
I cannot tell you how happy I am – Sara thank you for everything you do on this site and please everyone don’t give up hope – a while ago a girl asked about A&B too so I’m hoping she will see this and get hers looked at too . Good luck to everyone on here
Clare Jane says
Hello Ljc!!
I think that was me! I am so pleased to hear your news…well deserved. All your patience and perseverance has certainly paid off. Absolutely brilliant!
I was embarrassingly hooked into the cheque cashing services of A and B and then Speedloan approved a loan with NIL checks in 2012.
I submitted my case to the FOS in 2018 also, after hearing not a twinkle from the business.
A nice adjudicator this morning has upheld my complaint with Speedloan however, said the A and B cannot any longer be considered as they ceased trading in 2014.
Thanks to you kind post I have contacted my adjudicator this morning and kindly asked if they could review the situation…I appreciate financial situations are individual but, I believe in this instance rules must be equal!!
I do appreciate the FOS are super busy…I’m just hoping your case my help myself and indeed others…
Best wishes and thanks,Clare
Bill says
Hi Lj,
Read your very good concise write up re A&B speedloan!
My situation similar to yours, I sent a complaint via debt camel to A&B six months ago but no reply, I was informed by someone speedloan had gone bust so I didn’t continue!
After reading your story am going to contact again! Who do I send the claim form to A&B or speedloan?
I have H&T complaint with adjicator at the moment, quite similar to A&B! Both these companies where rampant with thier post dated cheque loans, just surprised not many complaints on this site for the 2 companies in question?
Regards,
Bill
Ljc says
Hi bill
Yes do as you have nothing to lose – I sent in two complaints , one to each lender and forwarded then on to the fos as 2 seperate too – the adjudicator dealt with both of them as 1 complaint I think as when adjudicator wrote to me he just said along the lines of , you gave miss **** a credit agreement ( cheque loans) And you also provided her with an instalment Loan etc etc – the adjudicator headed my as : Complaint about Speedloan Finance Ltd (trading as Albemarle and Bond ) hope this helps and good luck
Joe says
Had a response from Sunny about my SAR. They say that I can log in to find statements, loan history and other important loan information so they haven’t sent any of this to me but told me to log in to find it. Is this normal practice as all other lenders are sending me all information.
Sara (Debt Camel) says
Can you see all that information? What have they sent you? Why did you ask for a SAR and what template did you use, as my template doesn’t ask for this?
Joe says
Yeah they’ve actually made all that information available through the website to me so it’s fine. I used your template but put in an SAR seperately too so I could easily keep track of all information in individual documents for each of my complaints to individual lenders, just makes it easier than me raking over loads of emails to find the information.
Laura says
Hi over a period of 3years I had taken out 53 loans which are either closed or satisfied another 5 I still owe money on but just small amounts. I have emailed all the companies with your template to see if I can get any refunds. I am just curious which ones are still up and running as most of mine have gone into administration. Lending stream was my main one which I found out comes under active securities and I’ve had over £6200 with them. Wage day, on stride and cash on the go also appear a number of times on my credit report . Some wonga loans have unfortunately (for my case not credit report) already been removed as I had one a month with them for 18mths. Just wondering if anyone else has had responses from lending stream or whoever’s wageday or cash on the go.
Sara (Debt Camel) says
The payday lender email page is a good source here: https://debtcamel.co.uk/payday-lender-email-addresses/
Rob says
Last Friday I filled out the Payday Template and sent to all my lenders, took me about 6 hours as I’ve had loans from nearly 50% of your long payday list!
Hopefully I’ll start to get some replies before the 8 week cut off!
Sara (Debt Camel) says
Nice to get early replies but it’s best to sit back and assume they will all take 8 weeks. How many do you still owe money to and are the repayments affordable withot having to borrow more?
Rob says
Hi Sara,
I haven’t borrowed anything additional for around 6 months now, just focusing on paying off the payment plans (6 currently not including credit cards)
Satsuma and Bamboo would be great if they agreed they were unaffordable, had around 12k of borrowing through them alone, also 12k through 118.
Pee says
Can anyone tell me what’s happening with Payday Uk claims. From when they went into administration?? Is it end of April customers are going to hear how much in the pound they are going to get?? I can’t remember???
Sara (Debt Camel) says
Claims have to be in by 9 April. It will take them quite a few months after that to decide all the claims and then work out what people will be paid. See https://debtcamel.co.uk/money-shop-to-close-two-million-customers-will-be-informed/ for news.
Adam says
Hope I get a quick response too from Safetynet Credit, it was only when I downloaded my borrowing report I realised I’d had £20k+ over 2 years 🤮 sent my complaint on Monday this week.
rob says
I managed to have £37k go in and out over a year through them.. Just over 4k interest in 12 months..
Adam says
Jesus! Mine was £4K interest over 2 years. Hope we both get a good result