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?
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.
Sophie c says
I had 11 loans all in succession months so I’m quite confident I will get a better deal with FOS. Thought it was an interesting tactic to try and close the complaints though
Sara (Debt Camel) says
indeed :(
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
Sara (Debt Camel) says
Hi Nats, do you owe them a balance?
Nats says
Hey Sara, No I don’t owe them a balance. They leant me two loans when I had defaulkts and a ccj on my credit file from other lenders…
Sara (Debt Camel) says
I am wondering if they are calling people with a balance up and offering to write it off – easy & costs them little, some desperate people may accept. That explains why you didn’t get an early offer.
Sophie C says
Thanks Nat – Heres hoping! It was at the same time as taking out 21 lending stream loans too, so im hoping they have realised it would be upheld.
I do have an outstanding balance though, so unless they are just trying to deal with those accounts first as an easy win?
Interestingly, whilst emailing all of my lenders SafetyNet Credit, Mr Lender, Lending Stream, Amigo, Buddy Loans, Moneyboat, Grattan, Simply Be, Ambrose Wilson, Crazy Clearance, Fashion World & Ideal Finance i also emailed Lowell who i have 5 payment plans set up with. 2 of them were for a company called CL Finance.. I emailed to say i did not know where this debt had come from and they replied saying as they didnt have the credit agreement, they would wipe the remaining balance (£250) and close the account. I have gone back to them as id already paid £403 off these accounts requesting they use that over payment to close my other 3 accounts too! Fingers crossed! I was suprised at how quickly they offered to just wipe the debt!
Joe says
I have complained to Mr Lender but no acknowledgement as of yet – although twice now they’ve contacted me to wipe off my outstanding debt with them by offering me 50% discount of outstanding amount if I make one payment, 40% to pay in two payments, 30% in three, 20% discount in 6 payments…
Mike_p says
It sounds like the refunds are starting to hurt them a lot. The next lender to go into administration perhaps?
Sara (Debt Camel) says
If those offers were made before the complaint and the arrears were several months old, then it sounds like a not uncommon response to getting balances in arrears settled.
Joe says
Yes, these offers came before I made a complaint. Althought I am in a DMP paying back through that so you’d have thought they are aware of my limited budget to not be able to make the payments they’ve offered.
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?
Sara (Debt Camel) says
did you ask for a list of your loans or for a copy of all your personal information?
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…
Sara (Debt Camel) says
oh! In that case, reply to LS saying thank you for the information and ask them when you will receive a reply to the complaint you have made about unaffordable lending.
Rob says
That worked thanks. Just had a reply explaining they are still looking into it.
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
They were in instalment kind though does that make a difference?
What should I write to the adjudicator in the email?
Sara (Debt Camel) says
But they must have been big installments over a long period!
When did you get the decision from the adjudicator & was it their final one or could you go back and argue?
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?
Dais says
Hi BB, can I ask how long it took UB to make you an offer from when you submitted the complaint?
Dais says
Sara, Sorry can I also ask, I had 5 loans in 2months with Uncle Buck which amounted to over £2500 plus the interest (I’m not sure what this is but I’m on a payment plan for the last one). Do you think I have a case to claim? These were while I had other payday loans & high interest loans
Sara (Debt Camel) says
that is a lot of borrowing! Definitely complain if the repayments were unaffordable.
Dais says
I know, it was a bad time and I feel ashamed about it.
Thank you.
Sara (Debt Camel) says
They took advantage of your bad time … they are the ones who should be ashamed!
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.
mark says
Thanks Sara I’ll do exactly that
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.
Lisa G says
Hi Sara, this is probably a silly Q… I had a complaint against QuickQuid upheld by the FOS before they went into administration (QQ initially rejected my complaint). Do I need to click on the link and submit a claim via that or will they automatically move my claim over to be dealt with by the administrators?
I also had a complaint upheld directly with PiggyBank. This was paid and settled long before they went into administration but I suspect they got a better deal than what I was owed. Would it be worth putting in another claim through their administrators? Or will this be looked at automatically. It’s the same situation with 247 Moneybox.
Sara (Debt Camel) says
For QQ you need to check back what is happening in April when the Claims Portal is live. You probably don’t need to submit a complaint but it’s best to be sure.
I don’t know if Piggybank & 247 administrators will allow someone to submit a second complaint, you will have to look and see when more details are known.
Lisa G says
Ok. I’ll keep an eye on all three and see where I stand when they give more details. Many thanks.
Lisa G says
Ok, I’ll keep an eye on all three to see where I stand. Many thanks.
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
Adam R says
How long did ferratum take to refund after your first complaint?
And how was cashasap to deal with?
Livia says
Hi Adam they took 8 weeks to give me a final answer and paid with 2 days was very straightforward. Cashasap was 7 weeks to reply and paid with 7 days
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!
JGR says
Hello,
Day 25 with Lending stream and sent an email for update, received the below so looks like it will be dragged out to the end.
“The settlement is processed within 28 days from the date of acceptance.
Below are the steps involved for carrying out the settlement:-
• We confirm that the refund has now been initiated and we will process the settlement in 28 days from the date of acceptance of the offer provided.
•If the settlement involves an amendment to the credit file, the information will be sent to the Credit bureau within 28 days and the overall amendment may take up to 30-45 days to reflect on your credit file.
• As part of HMRC regulation, we are required to withhold 20% on the portion of the refund deemed to be statutory interest on interest. We will provide you the interest certificate that will confirm the tax withheld and the net refund amount.”
Tania says
Do Lending Stream always go to FOS? Along with Safetynet Credit, I think I have a very good case with them (12 loans totalling £2600 over four months, over £1400 in interest paid, barely any gaps, always rolling, I ended up in a payment agreement with them late the same year). I only initiated the complaint last week though, so I guess it will take some time.
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
do you have a complaint in with them? Have you had other loans before this one?
Niel says
No and I only have had the one loan with them ever.
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.
Niel says
Okay, thanks Sara.
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?
Hannahj1234 says
No there isn’t a major reason for it, just struggling at that time to be motivated by anything (depression but not a major bout).
I am not still borrowing from payday lenders they have all defaulted and are now with debt collection agencies however I did get a guarantor Loan to try and clear a couple.
I am in employment, I rent the total amount of debts is around 7k
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!
Chris the Fist says
Steffy, submit to FOS NOW!
No time to wait….Satsuma will delay, delay, delay and hope you go away. They rejected my claim, FOS disagreed.
Nick MB says
Steffy, I spoke to Satsuma on Monday, and they advised they were working on complaints that were between 80 – 90 days old.
They were looking at complaints effectively from between 7th – 17th of November, so realistically you’ll be looking at another 2 – 3 weeks potentially.
I’m going to hold out for the meantime (currently on day 60) but will continue to chase weekly.
Steffy says
Hi Nick,
Thanks for the information very helpful!
Good luck for whenever they reply :)!
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
Sara (Debt Camel) says
Do you still owe them any money?
Anon says
I do Sara, not missed a payment, just outstanding balances
Sara (Debt Camel) says
if repaying these will cause you any problems, ask for an affordable payment arrangement. You have to end the cycle of repaying then having to borrow again.
With so much borrowing this looks like a strong complaint, so any negative marks added to your credit record are very likely to be wiped out when you get a settlement.
Anon says
Thankyou for the advice, all of it :)
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. Is this council/housing association? Any idea how large the other debts are?
Marie says
They do have a council house, they owe about £2000 with British Gas and about £800 on water I think.
Is there anyway they can go to for advice?
Sara (Debt Camel) says
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.
ME says
Hi HLTCO,
It’s as Sara said. I was told it would take up to 28 days to process the refund but on Day 22 they sent an email saying they were now processing this and to expect it in 5 working days but ended up getting it a day after the email, on Day 23.
ME
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.
a says
Hi Sara,
i asked that question and this was the response so im really confused.
We can confirm you do not have an outstanding balance and your account is closed and paid in full.
can you advise? i have been paying ssl capital for 3 years in my dmp.
Sara (Debt Camel) says
ssl? do you mean sll?
A says
Yes I rang them yesterday and they agreed the balance was written off in dec about 1 week after I submitted my complaint and no one told me or phoned me to say the balance was written off and they have just sent off to amend my credit report yesterday when I asked why this was not updated and i was not told and he said we have now amended your report so this will reflect in 35 days and didnt answer my question to why i was not informed back in dec and why my credit file was not updated when they wrote off the balance and he just said thank you for your time this was a person from SSL…. So i should just leave it now??
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! ;-)
Sophie says
Ahh great news well done Beth! Did you deal with them directly or have to go to FOS?
Beth says
No, had to go through FOS, they’ve kept me waiting as long as possible!
sam says
Hi beth
did you chase at all?
did you recieve an email prior to the refund?
Beth says
Yes I chased pretty much ever week, not sure whether email came before or after, but definitely got one to say it had been paid. Not sure how much good the chasing did to be honest, seems like they just pick a pay date regardless of what day you are on!
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.
sam says
Hey
did you chase?
and did you get email before the payment?
JGR says
Sam.
Yes I chased 2 days ago via email and they replied with the below, I received another email today and money was in my bank straight away this morning, Good Luck!
“The settlement is processed within 28 days from the date of acceptance.
Below are the steps involved for carrying out the settlement:-
• We confirm that the refund has now been initiated and we will process the settlement in 28 days from the date of acceptance of the offer provided.
•If the settlement involves an amendment to the credit file, the information will be sent to the Credit bureau within 28 days and the overall amendment may take up to 30-45 days to reflect on your credit file.
• As part of HMRC regulation, we are required to withhold 20% on the portion of the refund deemed to be statutory interest on interest. We will provide you the interest certificate that will confirm the tax withheld and the net refund amount.”
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.
Glen says
It’s ok I’ve found it in my zip file, they have refused my redress, it was 3 loans spread over a while, I was chancing my arm really with these and it’s not fortunes so I’m not battling them for it.
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!
Chris the Fist says
Congrats Emily, 18 weeks is pretty reasonable to be fair
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.
Anon says
I know Pee, not my finest moment. However, the end is in sight hopefully and I can put this never ending chapter behind me
Pee says
On a positive note you do hear lots of success stories on here about claims for redress against Sunny. And if borrowing was over 6 years, you should get a lot of interest on that too. Perhaps more than you think.
Like I say. Good luck and keep us updated. This claim caught my eye. And I read a lot on here.? But £30k is irresponsible lending surely by Sunny.!!!
Jack says
Hi Emily,
How much interest had you paid them in total over the time you got loans with them?
Thanks
Ciaran says
Great news Emily, did you have to wait for an ombudsman decision and if so how long was the wait.
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.
Sarah says
Hi!
That’s great news.
I complained to them and they said they wouldn’t uphold my complaint and said I needed to send bank statements if I wanted them to look again so I did! Currently waiting for my reply.
If you don’t mind me asking, did you borrow a large amount?
David says
I borrowed multiple large amounts. In some instances I paid them off early using other lenders but then borrowed again within days! They upheld 10 of my 12 loans, the other 2 were smaller ones when I first borrowed from them.
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
Paul says
Hello, I have sent Step One – start your complaint template to sunny, they have replied with “ Data Subject Access Request made to Elevate Credit International Ltd trading as Sunny“ they sent all my information, just wondering what I do now
Thanks
Randy says
Just FYI I had the same response yesterday. I e-mailed back just to clarify the nature of the complaint was in fact an Affordability Claim as opposed to a DSR. They responded immidiately confirming the complaint was being looked into. Part of the e-mail I originally sent did request a copy of all my loan details so if yours said similar I imagine that is just them responding to that request while the main complaint is reviewed.
Paul says
Do you think I should reply back or just leave it ?
Thanks
Paul,
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.”
Sara (Debt Camel) says
Hi Adam, I removed the boring bits! Can you afford the payments?
Adam R says
I don’t owe them anything
Think it was just a generic email
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.
Tania says
Most people seem to be getting fast responses. Just over three weeks but no word on mine yet.
J says
Wish sunny were as quick ! Well done
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.
Sam says
I also received a response today. I have had the same result from safety credit net. They acknowledged they should not have lent to me and agreed to refund all of the interest I have paid.
I have an outstanding balance of approx £450 and if I accept it will go down to £300.
Should I accept this or go to the ombudsmen where they advised I would get a full redress if successful? I’m not sure if this means they will wipe out the total amount?
This is a great result regardless, thanks to Sara and Debt camel for advice and templates.
Sara (Debt Camel) says
“agreed to refund all of the interest I have paid”
do you agree you have only paid £150 in interest?
Sam says
In circumstances where the Financial Ombudsman Service finds in favour of the complainant they normally propose that a full redress of interest plus an 8% statutory interest repayment is made to the customer, with the principal outstanding balance being deducted from this amount.
Therefore we propose that we redress all the interest that you have paid (£79.74), plus statutory 8% interest (£7.88). In line with HMRC guidelines we will deduct 20% (£1.58) from your statutory interest and pay this to HMRC, meaning that you will not have to declare this redress in your tax returns.
We will also remove any interest that has accrued on your outstanding balance (£74.57) and then deduct the interest you have paid plus the statutory 8% interest from your principal outstanding balance (£86.04).
This will leave a principal outstanding balance of £300.50 which remains payable. This is the amount of money you have borrowed with all the interest removed. Any adverse markers relating to your SafetyNet Credit account at this time will be removed from your credit file.
This was what they put about the interest?
Sara (Debt Camel) says
Then unless you think they have got the figures wrong, that is a “full refund” and you would not get any more by going to FOS.
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.
Lilly says
Afternoon. Was there offer much? I have sent an email today hoping I get a good response.
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
Ljc says
Hi Clare Jane
It sounds identical to the problem I had and I was really shocked about the A &B but so happy ; that’s why I put all the info on here as it could help yourself and others hopefully . I’ll keep my fingers crossed for you .
Clare Jane says
Dear Ljc,
Thanks so very much for the update. It was really good of you…thanks so much.
I’ve asked my adjudicator to review the information…. I would imagine they are in the same team ( I can only pray)!!
To me it’s more about the principal and making certain others are not afraid to challenge findings.
Thanks again…will keep you updated!
Ljc says
You’re welcome – good luck
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
Ljc says
Last but should say :The adjucator wrote to speedloan finance ltd and headed it up as miss **** complaint about Speedloan Finance Ltd (trading as Albemarle and Bond ). I hope this makes sense
Clare Jane says
Hi Ljc,
Not sure if you’re still following this thread but, thought I’d just update you and others on my Speedloan/A and B claim with the FOS. I supplied an update with regards cases being considered from A and B (cheque cashing services were in 2012). They’re still having none of it I’m afraid. Absolutely adamant the A and B aspect of my claim cannot be considered….No offence to the FOS but, it took 14 months to get to this point!!They have upheld the Speedloan claim.
I kindly asked if they could check with other members of the team to see if an A and B claim had been upheld but, her answer was vague! I’m really pleased for your result but, I do wish they could apply the same rules for all….
Think I’ll have to let this one go!!
Best wishes,Clare
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.
Sara (Debt Camel) says
Have you been sent information on credit checks they did on you? That is what SARs are most useful for. With Sunny there are so many loans it’s not normally needed, FOS will normally find against them because of the sheer volume of repeat lending.
Joe says
Nope no credit check information. None of lenders so far have provided me with that information. Already saved a copy of my credit report though myself.
Sara (Debt Camel) says
Well you can go back and ask if you can be bothered. As I said, it’s not normally needed unless you only had a few loans.
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
Luucy says
I had a complaint rejected by Sunny ,so using the Resolver tool sent to FOS, they replied wanting me to confirm that I agreed that they look into this for me , which I did.
That was just over 4 weeks ago . My question is does it usually take quite a while , so just be patient ?
Dani says
I’m in the same boat with sunny, I think it’s quite normal for the FOS to take a while to pick up cases at the moment, they have so many complaints coming in. I’m sure our cases will be picked up at some point :)
J says
How long did it take for Sunny to respond with an answer to you ? Thanks
Luucy says
Hi J
Sunny took 4 weeks to reply with a No !
Michelle says
Hi everyone here’s a timescale of my story
Sunny took 5 months in total zero offer at 8 weeks, went to fos case picked up after 6 weeks, then poor offer from sunny declined and whilst in que for ombudsman negotiated refund on 20 loans approx £4000 agreed and into my account the next day.
Myjar very pleasent to deal with, took 3 weeks for an offer and in my account a week after acceptance.
Now waiting for credit files to be updated and paying off other debts like credit cards will be debt free before end of the year.
Very helpful site, good luck everyone
Michelle says
Update already credit file updated for both all loans removed I’m so happy thank you
David says
Hi all, I am awaiting a response from lending stream. I received acknowledgment on 20 December and next week will be week 8. I have no chases it. If I don’t get a response by next Friday, do I refer straight to FOS? Thank you
Mike_p says
They nearly always reject complaints so refer it to the FOS as soon as the 8 weeks is up.
Maca says
Hi Guys just looking for some advice.
Basically i have made a complaint against sunny, i had been granted 32 loans over a period when i first made the complaint last year to them i had an outstanding balance of £180 ish with them they offered as a gesture of ‘good will’ to wipe the balance but wouldnt refund me anything as they didnt think they had done anything wrong. I rejected that and went to the FOS who 2 weeks ago said i had a claim and they recommended i was to be refunded loans 7-32 in full plus the 8% interest as they feel i shouldnt have been granted loans from loans 7 onwards. They gave sunny till today to reply and they have replied saying they reject the FOS conclusion but would be willing to refund loans 22-32 plus interest amounting to £604. Has anyone been in a situation like this before? just looking for some advise on what to do as the adjudicator has said he thinks i am owed from loans 7-32 and they are only offering 22-32 it strikes me that they are just trying to get away with paying as little as they can as initially they said theyve done nothing wrong now they are saying they will refund £604. What would happen from here if i rejected and it went to the ombudsmen?
Michelle says
Hi Maca yes same situation with mine they give you a poor offer hoping most people would take it rather than wait for the ombudsman. I managed to negotiate what I would settle for which was 6 loans less than the fos advised so if I had waited for the ombudsman I could have got more but I didn’t want to wait longer it depends on your situation are you happy to wait, do you know what amount you would settle for? Just noticed you had same amount of loans as me they offered the same I settled for 12-32 in the end.
Simon says
Hi guys
I’m just after some advice before I put my claim in against Safety Net Credit. So I have an active account with them with an £850 limit and have got in a cycle of paying this off every month and then borrowing it all again so it’s costing me at least £200 a month in interest.
Just wondering if I’m better off clearing the balance which would obviously delay putting my claim in as I can’t afford £850 at this stage or do I just go ahead and send the complaint? They of course have my card details and just take the balance plus interest every time I get paid so just a bit unsure of how to go about this one. If anyone has any advice or experiences with this company, I’d be so grateful to hear it.
E says
Put the complaint in! I had 2 accounts with outstanding balances and they upheld my complaint which wiped out both and gave me £1000 back in the bank. If you are struggling to make the payments stop paying whilst the complaint is in.
JA says
How long have you been borrowing for? My experience with safetynet was very good as they responded quicker than most companies. If paying off the balance is going to leave you unable to live for the month without reborrowing then do not pay it. Call your bank to cancel the continuous payment authority. Alternatively you could ask safety net credit in your complaint to not take any payments whilst they review your complaint as you are in financial difficulty. Hope this helps
Simon says
Thanks for the replies, I’ve had the account about 8 months and they’ve offered me a balance increase pretty much every month, hence why I’ve got in this situation. I think I’ll contact my bank now and cancel the continueous payment and get the claim in, to be honest if they just wiped the account so I’m not paying £200 a month in interest I’d be delighted, anything extra on top would be a bonus.
JA says
They should of seen you were relying on borrowing each month. I think you’ll be treated well throughout the complaint. Good luck and congrats on taking this first step and not continuing to borrow.
Mike_p says
Cancel the CPA, revoke the open banking consent and tell them that you need to set up a payment plan. That’s what I did and they froze the account and I paid £60 a month by standing order to repay it. They just have to enable it when you ask and then when you log in there is a form to set up the repayment period and amounts. At the same time make an irresponsible lending complaint, any result from that will reduce the outstanding balance and you can then set up a new repayment plan.
Helen Taylor says
So next week is my 7th week into the 8 week deadline with Amigo. I have had very little communication from them since I raised my complaint on 23rd December. I emailed them yesterday and this is the response I received
Thankyou for your email we are currently working to get our Final Response out to you as soon as possible. This will not only give you our final response, but also your options moving forwards. Some complaints are more complex and may take longer than expected to issue a response. If this is the case we shall let you know as soon as possible.
Judging by that email from them I don’t hold out much hope and can only prepare to take my complaint to FOS. Fingers crossed though I might be pleasantly surprised.
Ian says
Hi,
Has anyone had any dealings with Peachy? from what I understand they’ve been quick with most people, I’ve just passed the 4 week mark and no reposnses at all. I email them to see if there was an update and I got a very stern email back basically saying “wait the 8 weeks mate”. I’m starting to think I should’ve not emailed!!!
Sara (Debt Camel) says
Wait 8 weeks in the answer I am afraid. It is pointless hoping for responses earlier. Would you not have complained if you had known a reply would take 8 weeks?
Ian says
Hi Sara
Nah, I would’ve still complained, I think I’ve become giddy from some early success (thanks entirely to your site by the way!) and thought I’d just ask. My email was very polite though! :)
Sara (Debt Camel) says
polite is good :)
Mike_p says
Yes it’s pretty pointless asking – as far as I can tell they often write the responses in advance and put them on a delayed delivery to be sent at the last minute.
Christopher Scott says
Peachy rejected my complaint so I sent it to FOS, it got picked up by an adjudicator and they recommended Peachy pay back all interest plus standard 8% on 4 of my 5 loans. Peachy pushed back a few times dragging it out and have now rejected the proposal so it is being prepared for final ombudsman decision which will likely take months.
Gemma says
Sent complaint to provident end of nov no response other than a email to say they’d received it, 27/1/2020 8 weeks was up still no reply. Sent to FOS after they had confirmed they hadn’t even looked at it yet, complaint picked up by FOS today called for more information and copies of emails from myself and provident. What happens next? Thanks in advance x
Mike_p says
I’ve been through the FOS with several cases, generally speaking you just get an email saying they have everything they need to start looking at and then another email later one with a letter giving their decsion.
My Provident/Satsuma final response has just come through at 13 weeks so they’ll probably not respond to you for another three weeks.
Gemma says
Hi mike thanks for the reply. When you received your final response from them did it still need escalating to FOS? I know there is a backlog at the moment so not sure if I need to just be patient with provident and give them a chance to reply?
Sara (Debt Camel) says
Send it to FOS! I think the backlog there has got smaller, but however large it is, it is worth getting in the queue because Provident often gives no offers or a poor one, so don’t wait for this.
Gemma says
I have sara, sent it 3 days after the 8 week deadline. They’ve contacted me today asking for emails sent to and from provident in regards to the complaint. Do I just wait now for them to assign it?
Mike_p says
I sent it to the FOS the minute the 8 weeks expired, and the FOS asked me for bank statements etc before Satsuma had responses. They declined it so it’s just as well they did, It’s only a relatively small number of loans but it turned out to be more loans than I thought when I looked back through things so I thought it was worth a shot.
Shirley says
Thats quick Mike mine went to the FOS last Sept not heard anything, Ive not even been allocated an adjudicator yet so well done thats great perhaps they are getting quicker. Good luck all.
Amy says
Hi Sara wondered any thoughts on this installment case with FOS :) (£1250 in Oct 13 12 months £229.16 – actually cleared in Jun 14 only after having taken out a secured loan to manage and £9000 still outstanding various PD lenders) repaid total £2,424.80).
Valour rejected complaint as said I’d provided evidence of £2200 income and expenditure of £1538 (inc. existing debt repayments) which was discussed during recorded call and after loan payments = £432.84 monthly surplus = affordable. Like most I imagine feel this probably wasn’t entirely accurate but had only based argument around the two years PD lending history I felt should have been on credit history so not overly confident and just thought fair enough.
Had noted something though where it says underwriter questioned expenditure on credit file to which I’d said was a loan had previously taken and up to date with this and all payments on credit file, would be used to consolidate the former loan and for new boiler, also that I advised I had around £300 in monthly debt repayments but using the file UW calculated at £878 with higher figure used when assessing application. I can’t remember being challenged about this but nor any conversation on both sides or what may have been going on at the time, but essentially had seen your post where mentions (CONC 5.2A.36) and didn’t know if it could have applied.
Cont.
Amy says
So thought was at least worth a look as any cause for further checks would have certainly revealed the full extent of situation. Have received adj. response who is not upholding which happy to accept, but just thought would see first any views as to any further challenge.
Rationale is that given loan amount, what was apparent about circumstances at time and history with lender he doesn’t think it would have been proportionate to ask for the amount of info needed to show the lending was not sustainable,
That there wasn’t anything in the info I provided or they should have been aware of which meant it would have been proportionate to start verifying what I was saying and finally,
That with the number of loans, amount they were for or period of time borrowing nothing in loan history to have shown I may have been experiencing underlying financial difficulty.
Sara (Debt Camel) says
I think bad credit lenders should look more deeply at applications for loans that large. Good luck!