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?
Mary says
Update on my claim with ferratum i had posted yesterday! Thank you so much for your help they have agreed to £250 and should be with me in 48 hours.
Sara (Debt Camel) says
Well pushed!
Susan B says
Safety net credit.after my affordability complaint have reduced my balance of £500 to £170.this is a refund of interest and charges. Very quick responses within 2 weeks
Kat says
Hi, I have this morning had a response from Mr Lender.
Borrowing history:
June 2018 500.00
July 2018 750.00
Oct 2018 1,000.00
April 2019 1,000.00 801.12 outstanding
They have partially upheld my complaint and offered to write off the balance on my last loan and refund me £92.72 – I have paid back £1092.72 on this loan. £848.55 of this was interest charged. They have admitted that further checks should have been made on my final loan, hence their decision. I am confused trying to work out the figures – does this sound right? I think I am going to argue that the October 2018 loan should not have been given for the same reasons but I just wanted to be sure regarding this last loan. Thank you!
Anon says
Hi, how long were you waiting before you received a reply from Mr Lender?
Kat says
Hi Anon they took 8 weeks, but they write to you rather than email back. Good luck!
JA says
It does sound right as you have paid them back the capital of £1000 + £92.72 which they are refunding. There was a break between lending so not sure if they would uphold the oct 2018 one but nothing to lose by trying!
Shelby says
Thanks Sara for this brilliant and informative page. I would have never have known that I could complain and appeal pay day loans. I started following the progress of the Wonga refunds after being approved in the redres using your forum. I have then since logged complaints to 12 x other lenders for the pay day loans taken between 2014 – 2016. Safety Net Credit have approved a refund of £109 for 2 x loans taken out. Sunny have rejected but I have given them a chance to review with further information and documentation to support my claim (also waiting for Ombudsman decision). I have received other generic responses from the other lenders – just awaiting their review before the 8 week deadline. The templates are a brilliant guide and help to people like me who didn’t have a clue on where to start! Good luck to everybody going through the same process.
Ian says
I just got a reply off MyJar, wiping out my debt with them and a refund of £194 (inc 8%) had 4 loans with them, £100 a pop over two months, they also waived the interest on an outstanding loan of £200 and closed that down too. I’m happy with that!
Also, fair play, I emailed on the 24th Jan and got a reply today, so just under 3 weeks.
3 down, 5 to go…..
mark says
I emailed them on the 14th January in regards to 57 loans and havent offered me anything yet. I’m guessing they dont do them in an order then…
Well done though.
Anon says
It’s so nice to hear some success stories this morning! I’ve just passed week 2 since my complaints. Nice to hear that MyJar have only taken 3 weeks for you, obviously may not be the same for everyone but gives some hope :)
Michelle says
Yes they resolved mine in 3 weeks too very impressed refunded and removed from credit file in 4 weeks. Good luck
Amy says
Wow thats really good! I put a complaint to myjar on the 28th jan only had 3 loans with them one for £350 one for £300 & one for £900 so really hoping for something back!
Ian says
thanks to this site I’ve had some really good results, everyone stick to your guns!!!
Jane says
Hi Ian.
Do you mind me asking over what period you had your loans.
I also had 4 loans with then. 2 at £200 and 2 at £450 taken out one after another and they rejected my complaint even though I also had loans with Sunny, Satsuma and Peachy at the same time.
Ian says
Hi Jane,
Here’s the details they sent me:
Loan ID Date Issued Date Closed Loan Amount Total Paid
07/06/2014 14/06/2024 £100.00 £120.00
26/06/2014 04/07/2014 £100.00 £120.00
05/07/2014 17/07/2014 £100.00 £120.00
1612310 2014-07-17 £200.00 £350.00
the reason mine apparently got (partially) approved was that they were so close together. Sound like you were in a similar situation, I would push to the FOS if I were you. Good luck!!
mark says
Hi Ian,
All 57 of my loans was from 2011-2014 and they stated that they didnt have any records of any ones loans that was older than 5 years, I see that yours was from 2014.
I’m confused at that they was able to send you details regarding your 5+ year loans but told me they delete all records after 5 years?
Ian says
Hi .Mark,
I’m not sure what they’re playing at with yours, I can only assume that they still had mine cos the last loan was still open?
Sara, do you have any idea why they told Mark this?
mark says
Just sent a strong worded email to them. They’ve been messing me around for weeks and weeks now, they made me chase down old bank statements from a closed current account from nearly 10 years ago for proof because apparently they’ve deleted all records of them…
Ian says
HI Jane,
Thought I’d replied to this, must’ve pressed the wrong button!
I had them over a period of 3 months? one after the other. I’m not sure why mine was accepted but your’s wasn’t. If I were in your shoes, I would refer to the ombudsman, you’ve got nothing to lose!
Jane says
Thanks Ian. I had mine over a 12 month period and reloaned each time a few days after paying the other one. I have sent to the Ombudsman so guess I will just have to wait and see what they come back with,
Litahash says
Hi – I sent my complaint re: Lending Stream to FOS for 14 loans I had taken out. An adjudicator has now come back confirming that LS should pay back interest, fees, charges and 8% interest on loans 5-14 and they have until 24th Feb to answer the FOS. What are the chances that LS will agree with the adjudicator?
Sara (Debt Camel) says
pretty good! They do in 90% of the cases.
Ash says
They agreed with mine. But they do take the full amount of days to respond. I’m now waiting for the funds to be refunded to me. Currently on day 13 out of 28. Not expecting to get it any time before then . Just hope they don’t go under by then!
Laura Turnbull says
Hi regards to lending steam I have had email back from them saying it will be 8 weeks before reply. They have today sent me a zip file of all of my loans which I can view but there has no mention of any redress or money back should I just hold on until the 8 weeks is up or email back. Or should I just go straight to the fos
Tania says
I replied to say thanks and that I looked forward to getting a final response to my complaint by 27 March (8 week deadline).
Alison says
Hi There
Just had my response from Peachy after 5 weeks stating they are declining my claim stating that I could afford it but if they looked at the bank statements I sent them they would know that was not the case and had another payday loan on the go.
I had 4 payday loans with them so don’t know if its worth pursuing any advise would be great :)
Sara (Debt Camel) says
4 loans is worth going to FOS for. How large were each of the loans?
Alison says
Hi Sara
I have copy & pasted part of their letter stating how much each loan was for
The first loan of £350.00 was taken on 12/02/2019 and the repayment was due in 4 monthly instalments
of £67.62 – £146.61 by 24/05/2019. However, the loan was topped up by £70.00 and the balance was then
due in 9 monthly instalments of £30.04 – £95.49 by 25/10/2019. However, you cleared the balance in 2
payments by 27/02/2019.
The second loan of £100.00 was taken on 15/03/2019 and the repayment was due in 6 monthly
instalments of £12.71 – £34.53 by 27/08/2019. However, the loan was topped up by £150.00 and the
repayment was due in 9 monthly instalments of £13.98 – £57.64 by 27/12/2019. The balance was cleared
in 2 payments by 14/05/2019.
The third loan of £150.00 was taken on 16/07/2019 and the repayment of £170.40 was made on
02/08/2019
The fourth loan of £100.00 was taken on 12/08/2019 and the repayment was due in 2 monthly instalments
of £46.96 – £84.17 by 30/09/2019. However, the balance was cleared in 1 payment on 28/08/2019.
Sara (Debt Camel) says
I think you may not have that complaint upheld. Basically the amount borrowed had been dropping every time 440 -250 – 150 – 100. That is not a pattern which suggests that the loans were causing you difficulty.
A says
Hi all,
I want to share a recent experience in case it helped anyone else. I logged a complaint with SNC back in September and received a final response where they offered £250 and to partially settle my account (£800 was outstanding). I asked them to fully settle it but they refused. I meant to send it onto the Financial Ombudsman but in the confusion of my other complaints, I didn’t.
Recently (having claimed successfully with other lenders) I emailed SNC direct. I gave them the option to revise their offer before I sent it to the FO. They responded and offered to fully settle my account and give me £750. On the advice of my other half, I asked them for £900 and they agreed. I thought I was owed £1100 based on my calculations so I was happy with this.
I can’t say it enough but thank you Sara for this website and advice. It is literally life changing. Anyone who is waiting to hear back, keep going!
Amelia says
That’s a really good result with SNC. Was £1100 your calculation for all your interest? They cleared my debt and offered me £1500 when full redress would’ve been £3k+ but I was desperate. I’m going to stay strong with my other creditors.
Adrian says
If I received a negative response from most of the lenders, saying they didn’t lend me irresponsibly, and I’ve decided not to go to the Ombudsman – Can I complain to them once again? And this time, take things further, if they reject me again? Thank you!
Sara (Debt Camel) says
You had 6 months from the negative responses to got to FOS. If you are within that 6 months, send the complaint to FOS now. If you are out of time, you can’t take this further – lenders will just reject another complaint on the grounds it has already been dealt with.
Adrian says
Thank you for your reply. 6 months have now gone. Is it worth trying my luck and sending another complaint or will they be 100% rejected?
Sara (Debt Camel) says
100% rejected. Only exception is if the company has gone into administration – there you may be able to make a second claim – but you may not get much back at the end.
Paul says
Hello. I put in an affordability complaint to safetynet 2 weeks ago but I did not use the template from here. I outlined my reason for the complaint and told them I have paid back almost 4000 quid on interest alone in the past 15 months. They really don’t have a leg to stand on as they have full access to your online banking and can see quite clearly you are in a financial mess.
But my question is that if Its ok if I didn’t use the template ?
Sara (Debt Camel) says
Did you say the loans were unaffordable? Or just that the interest was too high?
You don’t have to use the template here but it does help if you mention affordability.
Paul says
Yeah I made it quite clear that I was having to pay my entire months wages just to clear safetynets balance for the month some times. Thanks for letting me know
Sara (Debt Camel) says
That should be fine then. I hope you have cancelled the CPA to SNC at your bank?
Paul says
Yeah I did. My balance is ‘only’ 190 pound this month which speaks for itself. I even had to open a cash builder account to move all my incoming money into it because SN would always just help themselves to however much they wanted. I’m so happy to be out of this payday refund cycle but I really hope they refund me some of the extortionate interest fees I have been charged over the years. Thanks for all your help these past few months Sara.
Mike_p says
They were terrible when I had an an active account with them – if some money went into your account they would take most of it leaving you with £50 and you’d have to borrow most of it back again to get through the next month.
If you still owe them money then tell them you need to set up a payment plan. I did that and and they froze the balance and I’m repaying it £50 a month by standing order.
Mel says
Hi everyone.
The Adjudicator has ruled in my favour regarding my Uncle Buck irresponsible lending complaint. (£3K)! This process has taken more than two years as Uncle Buck has refused the FOS to look into my case until now. (Loans older than six years old)
I am waiting for Uncle Buck to respond to the Adjudicator’s decision, however I do not get my hopes up. As I have noticed that it seems like Uncle Buck rejects all the cases at Adjudicator level. I find this strange as majority of the cases at the FOS should be solved at Adjudicator level. If that is the case, is it worth reporting this to the FCA? (That Uncle Buck forwards all their cases to the Ombudsman).
Thank you for this great site, Sara!
Mel
susan b says
Another reply today from piggy bank. £250 refund in interest leaving me with a balance of £250. Thank you Sara for supplying me the correct words to use in my emails
Liam says
First success today. 12 days ago raised with Piggy Bank. Two loans. Agreed today to refund interest and on both (only around £100) and wiping my credit file clear, which was way more important to me than the money, especially as I’ll only get a fraction of that as they’re in administration like Wonga. Well worth doing these!
Amy says
What luck have people had with lending stream? I only send complaint to them just over 2 weeks ago however they’ve emailed me my SAR today however no decision along with it? I had 15 loans with then one after the other all between £50 & £300.
Sara (Debt Camel) says
Reply saying thanks for the information, you look forward to receiving their response to your complaint.
Luucy says
Hi Amy
I had 16 loans with Lending Stream from 2014 and 2015. I thought I’d put in a complaint to them , but being totally honest didnt think to much of it ( I’m not a very lucky person) ! Anyway after 4 weeks I had a email last Wednesday saying they are refunding me over £700 . I couldn’t believe it to be honest . So my experience with them as been great .
Unfortunately with Sunny I’ve had to go to the FOS though. Good Luck
Scott says
Ive just had the same reply and have and replied with what Sara has recommended, fingers crossed for us both
chris says
will lending stream look into loans that were taken out longer then 6years ago?… im currently waiting for LS reply after an 8 week wait and 80% of loans were between 2012-2016…i can wait until 14/02/2020 but wondered if anyone else has had success in similar circumstances
Amy says
Oh thats fab! I wasnt really expecting them to uphold it to be honest but after hearing that ive got everything crossed! Can i just ask how much you were borrowing roughly each time?
Luucy says
I borrowed amounts between £50 and £100.
Once a £200 loan with them. I hope you will be as successful as I have . Totally unexpected 🙂
Sarah bob says
I’ve been lurking here for a while, but thanks to Sara and everyone else’s comments I’ve complained to a few payday lenders. I’ve just got confirmation from piggybank that they’ve accepted my claim amount at over £3300,i know I will only get a small percentage of this, but the feeling of feeling free from these companies after so many years is priceless!!
RS says
Thank you to this brilliant site which I only came across a couple of weeks ago I submitted affordability claims to every PDL company I had borrowed from using the template. I submitted a claim to Piggy Bank on 6th February and to my amazement they have responded to me today upholding all 15 of my loans that were taken between 2015 and 2018 (£2,104). Whilst I know the payment received will be significantly less and there is no date for payment, I am more than happy to have my credit file updated to have these removed. 1 down 12 to go!. Thank you Sara.
Nathan says
Hi,
Strange one… I’ve followed the template etc. And in the 8 week waiting process, where savvy has thrown a curve ball stating the following:
“ During the loan application you were asked a number of questions regarding your current financial position and during the recorded call you declared that you were not struggling and had no difficulties to repay your loan. You were also warned that providing false and misleading information will be treated as an act of fraud.
Can you please confirm that you were struggling financially at the time you have applied for this loan and you were unable to repay this loan, and therefore your declarations during the loan application stage were false?”
What’s the next stage for this?
Sara (Debt Camel) says
read https://debtcamel.co.uk/payday-lender-says-lied/. There are many reasons why a loan application may not have been accurate. The lender may not have asked in enough detail about your expenses and you may not have realised just how unaffordable the loan was for example. Various lenders make these sorts of threats – so far I am not aware of anyone having any problems when they carried on and sent the case to the Ombudsman.
You can just reply saying you would like a decision on your case and will be sending it to the Ombudsman if they do not make a reasonable offer.
Chris the Fist says
So after 13 weeks for Satsuma to reject my complaint and the FOS to uphold most of it, they have failed to reply after a few extensions.
So my case will be sent to the ombudsman, any ideas on how long this may take? My case is pretty standard, and the FOS upheld loans 7-13, although I think they could have included 5 and 6 also, as they over lapped and showed sustained lending.
Just wondering if anyone can let me know rough estimate on Ombudsman wait time and also when I should ask them to look into loans 5 and 6 also.
Thanks again
Sara (Debt Camel) says
Tell your adjudicator now that although you were happy to accept the decision to get the case settled, not it has to go to the ombudsman you would also like loans 5 & 6 to be considered for refunds because ….
Chris the Fist says
Cheers Sara, appreciate your help on all of this.
Laura says
I’ve just waited 8 months for adjudicator to ombudsman for two different cases but from my experience it can be a bit random
Franki says
Hi, due to the help of this site I have made claims with 4 guarantor lenders, payday loan lenders including Savvy. They have come back with the below response and it’s slightly worried me as they are indicating I have committed fraud… can anyone help with this please? Many thanks Franki
“During the loan application you were asked a number of questions regarding your current financial position and during the recorded call you declared that you were not struggling and had no difficulties to repay your loan. You were also warned that providing false and misleading information will be treated as an act of fraud.
Can you please confirm that you were struggling financially at the time you have applied for this loan and you were unable to repay this loan, and therefore your declarations during the loan application stage were false?”
Sara (Debt Camel) says
I have moved this from the guarantor loan page as this isn’t a guarantor loan?
See Nathan’s post today about a similar response from Savvy.
lisa says
This is just scare tactics, they are responsible for making the required checks.
RS says
Today I have received a letter from Mr Lender following my affordability complaint to them using the standard template. They have sent in the post a list of all loans and have asked me to complete their pro-forma and post this back. This includes the following questions:
1. Which loans do you believe were unaffordable?
2. Please could you elaborate on the difficulties that were caused as a result of these loans?
3. Please could you confirm the reason as to why you believe these loans to be unaffordable?.
4. What would you deem to be a suitable outcome of your complaint?
Has anyone else received the same letter and what is the best way to respond to this.
Thank you.
Sara (Debt Camel) says
Have they sent a postage paid envelope?
how many loans did you have from them?
RS says
No, it is just a letter received in the post. No SAE.
14 loans between 2014 and 2019. I have a payment plan in place for the last one.
Sara (Debt Camel) says
Someone else is sending me a copy so I will have a look at the letter.
Jenny says
I received this letter and emailed them again with the answers to the questions they asked on the form, reiterating that I was making an affordability complaint and mentioned the date of my original complaint email. Not heard back again yet though (the original 8 weeks is up in about 3 weeks’ time so we’ll see…).
Sara (Debt Camel) says
I have now seen this letter. It’s up to you whether you want to reply to it briefly or in great detail. And by post or by email.
There is a new complaints email address complaintsml@mrlender.co.uk at the top of the headed paper, so you can reply to that.
(NB I am assuming you had more than a couple of loans? You probably won’t win a complaint with only 1 or 2. Not unless they were very big.)
If you have had 3 or more loans here is a rough draft for you to change so it suits your case:
————————————————————————————————
To: complaintsml@mrlender.co.uk
Subject – Your letter dated [dd/mm/yy] about my affordability complaint
I sent you a complaint on dd/mm/yy. I expect a response to my complaint within 8 weeks from then or I will send it to the Financial Ombudsman at that point.
I know the loans were unaffordable because I had to keep borrowing from you or from other lenders as paying your loans left me so short of money.
You can already do an admin search on my credit record so I don’t know why I should have to print off and post you a report.
I have already said that I would like a refund of the interest and charges I have paid plus 8% statutory interest.
Please send further communications by email. I prefer this as it is more private than the post.
yours sincerely, name & any customer number you have.
————————————-
Of course you can go into a lot more details if you want. For example if you borrowed every month you could say this was because the previous loan had left you so short. Or if the amounts were going up, point out you were getting into more difficulty. Or i you were borrowing more from other lenders, point out your credi record shows this. Or any problems you had with bills.
But they can see all the important things just by looking at your loans and your credit report, so don’t feel you have to write much.
And I don’t see why you should have to pay the postage to send this back. Nor the cost & hassle of getting bank statements printed off. And it could get lost in the post or they could deny receiving it.
RS says
Thank you Sara. I have used this as a template and have amended as necessary. I will advise on any outcome at a later date.
Robert Jones says
Hi
I just wrote to piggy bank requesting redress as I was in the spiral of payday loan after loan rolling over one after the other
They rejected my claim saying they weren’t irresponsible lenders and that I was an irresponsible borrower
If forwarded this to FOS to let them decide
I’ve had a horrible last 5 years or so dealing with these companies
I accumulated debts when money was tight looking after my mum when she was sick
And it got out of control because of the high monthly interest not my irresponsible behaviour
JA says
I think piggybank are in administration
Jane says
Hi I after getting a dividend payment agreed with Wonga I decided to send out your templates for various other payday lenders over the course of many years of borrowing. Today Mr Lender have send me a letter saying “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 ad to why you felt your loan(s) were unaffordable.
It then goes on to say of you still wish to pursue this complaint please fill in the form they have enclosed.
Loan1 Borrowed £500 21/06/2013 settled 20/08/2013
Capital paid £500 Interest Paid £350
Loan 2 taken & repaid the same day
Loan 3 Borrowed £750 12/04/2014 settled 18/07/2014
Capital paid £750 Interest paid £675
Loan 4 Borrowed £850 28/07/2014 Settled 15/12/2014
Capital paid £850 Interest £821.12 Admin Fees £17.00
Loan 5 Borrowed £1000 15/12/2014 Settled 19/01/2015
Capital paid £1000 Interest £273 Admin Fees £15
Loan 6 Borrowed £1000 19/01/2015 settled £1000 10/04/2015
Capital paid £1000 Interest £562.67
Loan 7 Borrowed £1000 11/04/2015 Settled 29/09/2015
Capital paid £1000 Interest 204.66
Loan 8 Borrowed £1000 30/09/2015 settled 20/11/2015
Capital paid £1000 Interest £388
Loan 9 Borrowed £1000 20/11/2015 Still Active on DMP
Capital paid £83.50 Interest 790.42
Balance outstanding £1084.05
Any advice as to what I should do now please? Has anyone else had this from Mr Lender after sending complaint in?
RS says
I have received exactly the same letter today. I put a post on this forum earlier today and Sara has replied saying she is being sent a copy of this so can hopefully advise us.
Sara (Debt Camel) says
my reply is here: https://debtcamel.co.uk/payday-loan-refunds/comment-page-178/#comment-346805
Iain123 says
Does anyone know how long it takes for Sunny/Elevate to remove transactions from your credit file?
They refunded me over three months ago and I’m still waiting for dozens of these transactions to drop off. Sent them an email five weeks and no response.
Laura says
Mine was within 4 weeks. Was it decision from FOS or had you agreed before that stage?
Iain123 says
Through the FOS. Thanks for responding, I’ll be getting on them today.
Michelle says
Mine was updated within a few weeks although depends which credit reporting agency you use? Transunion is slow the others are quicker at updating have you checked them all?
Karen H says
Hi,
I am waiting for Myjar refund of nearly £3000. I’ve patiently waited as they say refund will be between 10 to 15 working days. Day 15 is tomorrow. I’ve emailed them a couple of times this week with no response. Has anyone else had problems?
Jacke says
Raise a complaint via Resolver or leave a poor rating on Trust Pilot, that seems to spur them into action. When my complaint was ongoing, I had lots of issues with emails that they had allegedly sent me not being received. I raised a complaint on Resolver and it was sorted out by next day and refund went into bank within 7 days (just over £3600). Good luck.
Karen H says
Hi,
Thanks, for suggestions I’ll post something on trust pilot straight away . Failing that then I’ll use Resolver.
Pee says
I put a negative rating onto Trustpilot about my lender and it slowed them down paying me out. Using the full 28 days where as others got paid out after 3 days. So this tactic does not always work. Be aware of this. But it up to you in the end what u choose to do. It can go either way as it has done with me.
Sara (Debt Camel) says
No one else has reported this.
But there isn’t much need to do this except with lenders that are known to be very slow.
Sam says
Hi Karen,
Out of interest did you have to return a signed form accepting the claim and confirming bank details?
I had my claim accepted and they said it could take 3-4 weeks once they receive the form.
Tania says
Mine was in my bank within six days of returning the signed form. Most people here seem to have had pretty quick payments from them.
Sam says
Hi Tania,
That’s fantastic thank you for letting me know!
It worries me they might go into administration before I get what I’m owed so fingers crossed.
mark says
I’m in the same boat, only been waiting a day and this is already worrying me and giving me anxiety :/
Sophie says
Had great news this morning £700 redress from Piggy Bank has been awarded to me.
Thank you Sara again.
Sam says
I think Piggybank have gone into administration sadly so you will probably get a small percentage of that. This is what I was advised in my email.
Fingers crossed for you though.
Sophie says
I was told £700 is going to be off set against remaining balance. I’ll keep you updated
Karen H says
Thanks Pee & Sara,
I’ll maybe give them until tomorrow, day 15. Who knows, I might get lucky & they pay me. If not then I’ll take that route.
chris says
Hi sarah,
have you got a email i can discuss with you regarding my final response letter from lending stream today,
ultimately they have replied saying they feel they made valid checks and my income left me enough to pay them back and enough money after to do other things?…
my argument is… i don’t feel they did… i exaggerated my income (as im sure others have) my bankstatesments would show this… could i send you my final response letter to see if i have a case
Sara (Debt Camel) says
could you say how many loans you had and how large these were?
chris says
1 £505.00 July 9, 2012
2 £765.00 Sept. 27, 2012
3 £495.00 Jan. 10, 2013
4 £465.00 April 16, 2013
5 £155.00 May 8, 2013
6 £360.00 Sept. 2, 2013
7 £650.00 April 20, 2015
8 £400.00 Dec. 15, 2015
9 £350.00 April 28, 2016
Sara (Debt Camel) says
So there was a big break in 2014 but with 9 loans I think that is worth asking FOS to look at.
Cj says
Has anyone had any luck with safety net credit
George says
Hi Sara,
On the ombudsman page, it asks how I am asking for the company to rectify the issue.
What should I write in regards to this? Drafty declined my claim saying that it was affordable and they checked all my details correctly but had my rent payments and outgoings wrong along with my income but I have sent this on to Ombudsman proving this is wrong and sent my bank statements.
Thank you.
George
Sara (Debt Camel) says
You are asking for a refund of the interest and charges that you have paid.
Sianyy says
I had 2 loans with Satsuma 1 for £700 taken out and repaid i then took another around 6 months later for £2,000 at the point of taking this out I had loans with MyJar, Lending Stream and SafetyNet and was gambling a lot.
Adjudicator has not held up my complaint so I have now requested for it to go to an Ombudsman. What are the chances this will be upheld, he stated as below:
‘But given your loan amounts, what was apparent about your circumstances at the time and your history with the lender, I don’t think it would’ve been proportionate to ask you for the amount of information needed to show the lending was unsustainable.
For the later loans, I think the lender should’ve taken steps to build a more detailed picture of your financial situation. But I haven’t seen anything in the information provided which suggests the lender would’ve known that you wouldn’t have been able to sustainably make the repayments you needed to for these loans.
Finally, I don’t think that the number of loans you took, the amounts they were for or the period of time you were borrowing meant your loan history, on its own, should’ve shown Satsuma you might’ve been experiencing underlying financial difficulty.’
As I only took out 2 loans with a period of around 6 months apart is there a chance the Ombudsman will also agree this should not be upheld
Thanks
Sian
Sara (Debt Camel) says
I think £2000 is HUGE and Satsuma should have checked your situation very carefully to make sure you could afford the repayments. Definitely send this to the Ombudsman.
Had your borrowing from other lenders got larger from the time you applied for the first loan to the time you applied for the second one?
Sianyy says
Yes it they had got larger as the loan continued especially the Lending Stream loans I was taking.
Sianyy says
I was shocked the adjudicator didn’t take this into consideration as I sent bank statements detailing all the incomings and outgoings which showed the gambling and the constant borrowing
Sara (Debt Camel) says
So go back to your adjudicator and say you want an Ombudsman to look at your complaint because you feel the size of the second loan meant that Satsuma should have looked at your credit record and if they had done that they would have seen that your debt position was a lot worse than when you had taken the first loan. At that point you think they should have refused your application or asked for bank statements to check it was affordable, and the bank statements would have showed a lot of gambling.
Sianyy says
Thanks Sara will do that! Fingers crossed
Sarah Perring says
Good evening
Have had what I think is good news from FOS adjudicator who has looked at 30 loans I have had with lending stream and although they haven’t upheld the adjudicator thinks that they should upheld 24 loans out of the 30!!
Fingers crossed it all goes to plan
A very fast response also from the adjudicator only been a month !!😳
Mark says
Myjar case update.
They emailed me today with a final decision.
They have upheld my complaint and are going to refund all interest and fees of 50 out of 61 loans. This is what they have offered:
“to put things right for you, we propose to refund the interest and charges you paid on the loans highlighted in yellow in the above table, totalling £1,204.00.
We will also include an additional 8% statutory interest calculated on the interest and charges that you paid to us. This amount is subject to 20% tax and this has been deducted, leaving a net interest payment of £513.61 due to you. This brings the total refundable amount to £1,717.61. A tax certificate regarding this payment is available should you require one.”
Couldn’t be more happier! Thanks so much Sara, without finding this site I wouldnt have even thought about putting a complaint it. I will definitely be putting a small donation to citizen advice for you help throughout this.
One last thing, what does it mean about all the tax stuff, do I have to pay tax from this myself?
Michelle says
Good news Mark, you can claim the 20% tax on the 8% interest back. If you go on direct gov website and log into your personal tax account you can claim it back there. I’ve just done mine it’s in process takes about 6-8 weeks.
Ian says
Landed for you mate, well done!!
Chris says
So I have just sent my sunny case off to the FOS after sunny rejected my case. I had 8 loans in total all in 6 month terms:
£100 Jan 22nd 2015, paid off 30th April 2015,
£200 Jan 29th 2015, paid off 29th May 2015,
£50 march 18th 2015, paid off 30th April 2015,
£300 May 8th 2015, paid off 28th Aug 2015,
£150 May 15th 2015, paid off 13th July 2015,
£100 June 20th 2015, paid off 13th July 2015,
£250 Oct 12th 2015, paid off Dec 31st 2015,
£150 Oct 20th 2015, paid off Dec 31st 2015.
As you can see I took more than one loan out some months, I was also borrowing heavily from wonga and maxed out 2 credit cards that on their own totalled £5500. I ended up borrowing from one to pay the other! Sunny rejected my complaint stating at no point did I tell them I was struggling or missed any payments. And paid them back early on most of my loans. What are my chances of a successful outcome? I struggle to put things down in words so I hope it all makes sense!
Donna says
You’ve got a very strong case! I was in a similar situation whereby I took out 11 loans in 14 months. Sunny rejected but FOS have just come back telling them they should refund loans 3-11 as I was also continuously borrowing (6 month loans and sometimes paying back 3 installments a month) and was also borrowing from wonga. This has all been mentioned in FOS response. Just waiting on Sunny’s reply now.
Chris says
That makes me feel a little bit happier! The fact that administration found wonga had irresponsibly leant to me says it all! If you don’t mi d me asking how long did it take for FOS to pick up your case?
Donna says
Yeah definitely and as I say, the fact that i was also borrowing from wonga was brought up in their decision. I got my final response from Sunny 19th December and sent it to FOS same day. An adjudicator picked it up mid January and I had their decision last week!
Glen says
Got my first PDL complaint refund today some 3-4 weeks after I sent the first emails.
My Jar paid out incredibly quickly, can’t fault them tbh, £263 , paid straight off my credit card.
Great result
Chloe says
If Sara or anyone on here could help me it’d be much appreciated. I put in a compliant with lending stream and they sent me the below response back but I’m not sure what to do now? Do I just sit and wait or will they get back to me with an offer?
Thank you for contacting us.
This is in regards to a Subject Access Request received on 29th January, 2020 (Our reference no: ) .
For your reference, we have attached the following along with this email:
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 Notice
To access the Statement of Accounts, Legal Notice, copy of Loan Applications and copy of Loan Agreements, you need to enter your date of birth in DDMMYYYY format.
Luucy says
You now have to put in the affordability complaint to Lending Stream . I had the same thing. Go on to their website to do this.
Good Luck
Chloe says
Thank you!
Jane Y says
I had the same email and went back saying this wasnt an SAR but an affordability complaint. Should I also log this on their website or just wait for a response.
Thanks
Jane
Tania says
I replied this morning directly to the SAR email saying “Thanks, look forward to receiving a response to my original complaint of 31 Jan by the deadline of 27 March” (paraphrasing but that’s the most of what I sent)
Luucy says
Hi Jane
I went on their website and logged the complaint.
Nichola Fallaize says
Hi
Wonder if you can help, lending stream have agreed of 14 loans they will refund 8-14, it works out I still owe them 66pound, however two of the loans on the list were sold to lantern ( I haven’t paid) but not sure what to do now as the letter says that any amounts to debt collectors remains outstanding so I need to pay? But they are offering refund against these? Can anyone advise?
Patty says
MyJAR today
(…)
2018-11-30 borrowed £1,200.00 paid £1,707.90
2019-01-16 borrowed £1,100.00 paid £1,421.81
Taking the above factors into consideration we have made a decision in your favour, therefore MYJAR will be partially upholding your complaint on the basis that lending to you from loan three may not have been appropriate.
To put things right for you, we propose to refund the interest and charges you paid on the loans highlighted in yellow in the above table, totalling £829.71.
Don’t lose hope everybody!
Adam R says
How long have people waited for a final response from ferratum that didn’t have an outstanding balance?
Seems they tend to come to a decision faster when they are owed money (i.e 1300 wiped off 200 refunded)
Do they make reasonable offers when a balance isn’t owed?
Chris A says
Peachy website not accepting any loan applications which doesn’t look like a good sign for anyone with affordability claims against them. Would explain why they are weeks past the deadline of responding to the adjudicator decision on my claim 😔
Sara (Debt Camel) says
I haven’t heard anything. A firm about to go under doesn’t usually put up a message saying they will refer people to other firms.
Chris A says
Hi Sara. I found that a bit strange that they will pass you onto another lender. Piggybank also took their website down in a similar way ‘for maintenance’ but without referring you to another lender then went bust which is why I’m a bit wary this time. Just have to wait and see 😬
Mike_p says
I think they always passed you on to other lenders if they couldn’t or wouldn’t lend to you. I’m pretty sure I remember applying for a loan there and getting declined and passed on to satsuma or someone. It seems like they have stopped lending themselves for whatever reason but not introduced anything they didn’t do already.
Y says
Thanks sara
Matt says
Hi
Myjar are refusing to remove the loans I had redress on, saying they will only remove the negative information..
Is this right?
Many thanks in advance
Tania says
I got the SAR email from Lending Stream this morning and have gone back to them to basically day (in more formal language) “Thanks, this shows a clearly unaffordable borrowing pattern, please address my complaint by the deadline of 27 March.” I accrued £1442.77 in interest in four months and had several concurrent loans. It’s horrific reading, especially considering they weren’t my only debt.
I got a four week ‘holding’ email from SNC on Wednesday and basically went back to them with the timescales and figures as well (about £1300 over one year in interest) so hopefully it won’t be long before I get a decision from them.
I am so grateful for this site and everyone on it for giving me the confidence to challenge these companies.
LYNN BLANEY says
Hi Sara
Just a quick enquiry. Myjar originally rejected my complaint regarding irresponsible lending on two loans I took out with them. I referred to the FOS who upheld against one loan and have corresponded to Myjar with their findings. My question is do Myjar normally accept the adjucators findings or do they reject.
Thanks
Y says
Do we think Peachy is going into administration? They have stopped the loan applications on their site.
Still waiting on redress response. Nail biting times
Sara (Debt Camel) says
see my reply here https://debtcamel.co.uk/payday-loan-refunds/comment-page-178/#comment-347096
Ann says
Now that I’m nearly at the end of my journey I thought I would share it as I know how nerve racking it is and the daily trawl through others comments looking for hope. This page has been invaluable to me, thank you Sara, thank you all. I know everyones circumstances are different but in my personal situation I decided to accept the first offer from each lender, for me the amounts were enough to make the needed difference to my life and I’m a believer of ‘a bird in the hand’. I haven’t left any reviews on trust pilot although I did email relevant Customer Services with gentle polite nudges throughout. I also didn’t need to send any supporting documents, I just stated my case.
Sunny – offer made on day 20, in bank 25 days after that.
Mr Lender – offer letter received in week 7, emailed acceptance straight away, in bank same day.
Lending Stream – offer made week 7, advised payment will take 28 days.
Good luck all and thanks again, now time to live.
Laura Turnbull says
Hi I have emailed lending stream on the 31st of January I have received a email with a list of all my loans I replied to them “thank you for the loan information I look forward to receiving your response to my complaint ”
Should I just wait it out or take further action do you think I have a case
Loan information
01 Jan 2016 loan 200 interest paid 172.80
17 Mar 2016 loan 80 interest paid 80.00
04 April 2016 loan 200 interest paid 189.76
03 may 2016 loan 150 interest paid 144.24
12 may 2016 loan 90 interest paid 79.46
20 may 2016 loan 180 interest paid 180.00
01 july 2016 loan 290 interest paid 283.83
05 Aug 2016 loan 250 interest paid 236.40
11 sep 2016 loan 240 interest paid 213.28
15 Oct 2016 loan 250 interest paid 215.20
2 Nov 2016 loan 240 interest paid 228.64
26 Nov 2016 loan 140 interest paid 140.00
07 dec 2016 loan 200 interest paid 183.68
13 Jan 2017 loan 130. Interest paid 111.50
I’m just not sure where to go from here.
Sara (Debt Camel) says
Just wait until they send you a response to your complaint. usual at the end of the 8 weeks. Then if it doesn’t look good, send the complaint to the Ombudsman. or come back here if you aren’t sure how good it is.
Laura says
Thank you xxx
Shivlet2015 says
Hi everyone not sure if anyone has had the same issue as me or not??
I’ve recently sent a complaint to my jar using the template…..I had loans with them when they were txtloan I have many of the statements and even a document stated txtloan is part of my jar and they still saying they can’t find a file for me!!! Any help on how to proceed would be gratefully received many thanks
mark says
Just send bank statements showing the transaction from txtloan, that was enough for me, I also made a list of every loan with date taken and date repaid and how much for each loan. I’m currently waiting for the refund to hit my account.
Shivlet2015 says
Ok thank you…….Can I ask if they told you initially they didn’t hold a file for you?
mark says
They told me they delete all records that are 5 years or more old.
Dunc says
Hi All,
I am about to start the process of sending letters to all my payday load providers from over the last 9-10 years and was looking for some advice.
First of all alot of my payday loans went to default at some point as i was out of work for a period of time and in a vicious circle of payday lending and debt in my late teens to early 20s, some debts were passed to collection companies, what i wanted to know is does this affect the claim ?
Another thing i wanted to ask is are there any companies that are harder to deal with than others?
The companies i plan to send letters to are;
Wage Day Advance
Ferratum
My Jar
247 Moneybox
Cash Genie
Safety Net Credit
One last thing is i had a loan with quick-quid that was passed to Lantern and i know quick-quid are now no more so i’m assuming i cant make a claim against them so does that money owed still need to be paid to Lantern ?
Thanks in Advance :)
Sara (Debt Camel) says
Wage Day Advance, Cash Genie – too late to send in any claims.
247 Moneybox – in administration but you can still send in a claim.
QuickQuid – also in administration. You will be able to submit a claim. Had you have several loans from them?
Ferratum, MyJar, SafetyNet Credit – still lending. If you still owe balances to any of these and you cannot repay them without having to borrow more, this is the time to stop the cycle of endless reborrowing. Cancel the CPAs to the lenders and tell them you want an affordable payment arrangement. Do this as part of your affordability complaint.
Helen Taylor says
I have just been on the phone to Amigo Complaints dept. I sent my complaint to them on 17/12/2019. I only recieved my personal data request cd today as for some unknown reason they have been using my old address and old email address for correspondence conveniently. Anyway they have informed me they need another 4 weeks to investigate I rang them today and the bloke said they have now got “more manpower in to help deal with the amount of claims.” Because of all the mix up with correspondence I am going to wait the extra 4 weeks after that escalate it further. On a positive note though anyone awaiting a payment into their account today from SNC I also rang them and she advised me my payment will be in my account any time up to 7pm this evening.
Helen Taylor says
Update…. just logged into my account and payment is in from SNC 🙂🙂
John W says
Sara,
I have sent an email to the address given for 247 Moneybox and received this reply:
“Dear Customer,
Please take this email as acknowledgement of your complaint the details of which have been logged.
The company was placed into Administration on 29 November 2019. In view of the Administration of the Company, we are unable to respond to your complaint within 8 weeks of your complaint being received. The Joint Administrators are in the process of automating the redress claims procedure to calculate any possible redress you might be entitled to. At present the timing and quantum of any such entitlement is unknown and will not be known for some time.”
Does this mean the administrator’s are aware of my complaint now? All I want with this is the information removed from my credit report as this, an Uncle Buck one, and a Mr Lender one, are the only negatives on my report now and won’t go off automatically until 2022. I have sent email’s to Uncle Buck and Mr Lender.
I have checked 247 Moneybox’s website but it doesn’t clarify whether I’m contacting the administrators directly through the email address. Or do I have to wait until I can file a claim with the administrators?
Thanks. Website is very helpful.
Sam says
Hi All,
Does anyone know the turn around time for MyJar redress please? They have accepted my claim and said it can take 3-4 weeks but just wondered if it gets sorted any quicker? Thanks in advance and thanks again to Sara and this site.
David says
I accepted my redress settlement immediately (Thursday) and received the payment the following Thursday. From my experience and from what I have read on here they are one of the better ones!
Mike_p says
I told my adjudicator I accepted their offer and sent them my bank details and I had the money in my account two days later. Definitely one of the better ones, emails were also personal replies from a named person instead of the copy and paste from “complaints department” that you get with Lending stream etc.
Sam says
Hi David.
Wow that’s a quick turnaround time. Did you have to send a form back confirming your bank details? I’ve emailed them the completed form back and also sent it in the post (recorded delivery) just to cover my tracks as they said I had 14 days to accept.
Thank you for letting me know.
David says
I emailed the form back upon receiving it. They are pretty quick, normally. I’m waiting for a redress from lending stream and not expecting this until best to the 28 day deadline.
N says
Hi did you have to print the form off to send it or did they send it in the post? The form on the bottom of my email is in pdf format so dont know how to fill it in? Thanks
Mary says
I sent a complaint to peachy a few weeks ago , I had 8 loans with them at the same time as having loans with Wonga , was just wondering if anyone had any success with peachy and how long did they take , thanks
Andy says
Ive had a complaint open with them since 14th Jan and aside from them asking for bank and pay details ive heard nothing.
Im finally out of the PDL loop after peachy denied a loan at the very end of Dec and referred me to another lender. Somehow ive managed to sort myself out without taking more loans and 2 months loan clean now.
Ive a complaint asking them for nearly £900 plus 8% stat int on top but all the stuff im reading here about peachy not loaning directly im now afraid they will go under and i will get next to nothing again
I think my claims strong with them as i only went to peachy as wonga stopped lending to me and then its a loan every month within a week of the last one being paid up until recently.
Hope the ******* dont go under until my claims sorted. I dont fancy another wonga drama.
Brian says
I recently made an affordability claim against uncle buck.
They agreed they should have not lent to me after seeing my bank statements. However after agreeing with them that I’d have my current loan and the current interest refunded.
They’ve now said I. The final email that they did not lend irresponsible.
On the email below it gives me the option to still forward to fos. Should I ?
Sara (Debt Camel) says
does it say why they changed their mind? Can you summarise the loans you had from them – how many, how large, any gaps?
Dave says
Hi Sara (Debt Camel),
How easy are MyJar to deal with after they’ve sent an offer? I’ve received an offer today from them today accepting loans 4, 5 & 6 from 6 loans in total & removing my remaining balance from loan 6. Having looked through their response I believe that my loan 3 should be included in this as I immediately applied for loan 3 the same day as repaying loan 2 and even doubled the amount of the loan to £1.6k! Any help is appreciated. Thanks
Rose says
Hi! I have put a complaint in with sunny, i have had an email back today saying that i have had 26 loans with then and they are rejecting the first 20 loans and that because they should of contacted me after the 21st loan and they didnt they are willing to wipe of the debt that i owe them ( which is now with a debt collector ) and wipe the last 6 loans of my credit file. Is that a good offer? Or shall i go to the oburdsman? With me still owing money does that mean i wont get money paid to me?
This is what sunny replied to me:
However, based on our review of your repayment record and the overall pattern of your borrowing, we consider that it would have been prudent for us to have contacted you before we granted Loan 21 to discuss your financial circumstances and determine whether continuing to lend to you was sustainable.
We therefore agree to partially uphold your complaint in relation to Loan 21 – Loan 26.
To put things right, we propose to do the following:
Calculate the interest paid by you from Loan 21 onwards;As you have not repaid more than you borrowed, you are not entitled to a refund of any monies paid;We note that you did not repay all of your loans and the outstanding balance(s) were sold to a third party debt purchaser. Assuming no further payments have been made towards these balances, we will contact the debt purchaser and arrange for any outstanding balances to be written off.
Amend your credit file by [removing all loans from Loan 21 onwards.
Nick MB says
That’s seems a shockingly bad offer, to be honest. It would be worth looking at when a repeated pattern of borrowing began, and ask them to consider loans starting around that period
Sara (Debt Camel) says
I agree that is a dreadful offer, but I doubt Sunny will budge. You are probably going to have to send this to the ombudsman to try to get a reasonable settlement.
Diddy says
I have been lucky so far in claims I’ve made against payday lenders (and disgusted at how may I had and too embarrassed to list them all!) and am now nearing the end of It all.
I had a few loans with Early Payday Loans (EPPL otherwise known as Capfin). I sent out an affordability complaint to find they went under. I received an email from them telling me this and passing my details to the liquidation team, PwC. PwC wrote and sent a form for me to complete. I didn’t have proof of the loans (as they were in 2010/11) so tried to work out what the interest was and adding the statutory and sent it off to them. Within a week they came back and agreed the payment and it will be made into my account within 4 weeks…..cannot believe it, still in shock but absolutely chuffed. Have to say, PwC were quick to send and respond to emails (obviously EPPL were much smaller player in the payday market)…..another result.
Just WDA, QQ, Moneyshop, Cashfloat and Lending Stream (now with Ombudsman) to go and I can put it all behind me.
Massive thanks to Sara and the team, dunno what I would have done without you and am payday free at last. My credit file may be shot (will be a few years till it looks half decent) but I am free from this horrific cycle which I thought I would never escape from……..cannot thank you enough. I know you won’t take donations Sara so I made one to my Citizens Advice…..thank you xx
Lee says
Ahhhh I couldn’t prove any of my loans with EPDL and given how difficult all the others are and the administration process of others I didn’t submit a claim, kicking myself now it may have been easier than first thought!!
I have emailed them to see if may good will can be applied to the deadline! You never know!
Diddy says
Fingers crossed Lee, hope they will look at it 🤞
Timka says
1st lender to come back to my complaints is My Jar. May I ask for advice as this is my 1st reply and I am feeling so insecure. I had 6 loans with My Jar –
loan 1 opened 2018-08-21, closed 2018-10-09, £100.00, paid £134.44
loan 2 opened 2018-10-13, closed 2018-10-31, £100.00, paid £113.50
loan 3 opened 2019-02-19, closed 2019-05-24, £150.00, paid £228.66
loan 4 opened 2019-05-30, closed 2019-07-10, £150.00, paid £191.68
loan 5 opened 2019-08-02, closed 2019-08-08, £1,000.00 , paid £1,011.40 (I covered this payment by taking out another long term high interest loan from 118118 Money
loan 6 (still open) opened 2019-10-04, amount taken £800.00, so far paid in installments £243.25
They have agreed to refund interest & charges on the loans 5 and 6, for 5 total refundable amount to £11.78 (including statutory interest minus tax). They say: “As loan six is still outstanding, we will waive all charges and interest on this loan to bring it to the principal amount of £800.00. We will then deduct the amount of £243.25 and above redress offer leaving you with a frozen, Outstanding balance of £544.97 left to pay.”
I hoped they had also accepted the claim on loans 3 and 4 at least. Does anyone have any advice – would I be able to haggle with them before I go to Ombudsmen. Is it worth to go to Ombudsman?
At the time of repaying these loans I did have other loans from other companies both payday and bad credits longer term loans.
Any advice appreciated. xx
Nick MB says
With a few month’s between the loans it might be a little more difficult. Maybe try for 3 and 4, although in my opinion waiting potential months for the Ombudsman may not be worth it for the circa extra £100, unless your financial situation is dire.
Timka says
Thank you MB, you are probably right. I don’t think it’s bad offer at all now when I have slept on it. My finances are completely crushed but I have STOPPED any borrowing and even if I have to put my teeth on the shelf and starve, I won’t borrow anymore. My income is good, so I keep up with repayments, it’s just the problem of non existent disposable income. But I am gonna get through :)
Sara (Debt Camel) says
I doubt you would get more by going to the Ombudsman.
BUT you may have a case to get a refund from 118 money! Their loans tend to be large and you can win cases against them with only 1 loan sometimes. See https://debtcamel.co.uk/refunds-large-high-cost-loans/ for the slightly different template letter for them.
Timka says
Thank you so much Sarah, I have already followed your guidance on that page and sent them a complaint. I have had 5-6 loans with them (when I paid half of an existing loan, they offered a top up and because of my situation I was always desperate to take it) so I hope for some good outcome there. I am still repaying the last loan.
I am in the same situation with Likely Loans (in their case they actually have used a nasty strategy where mid-loan they would send me an offer of top up loan with LOWER interest and then when I was going through offer and signing, they would say actually because it is a top up, your interest will remain the same, although I never missed any payments and the email said it was a an offer form me for lower interest).
And the same situation as 118118 money is with Bamboo loans. I have complained against them all.
Also Sunny which I used years ago (parallel to Wonga) and I had to beg them to close my account, I must have had more than 20 loans with them if not more. I am going after them all. Even after my Barclaycard where they increased my credit limit when they clearly saw I was struggling with repayments and PLUS they increased my interest rate after few missed payments. I am trying my luck with all of these. But most I am happy that something has just switched in my brain and I won’t borrow any more. Thank you so much!
Sara (Debt Camel) says
“But most I am happy that something has just switched in my brain and I won’t borrow any more. “
that is your lightbulb moment!
Glen says
Morning all, I’ve agreed to a redress from Piggybank of around £560 , anyone know the likelihood of getting anything from these and timescale please?
Timka says
Hi Glen, Piggy bank is in administration, they replied to me 2 days ago and confirmed redress of £226, they said: “Please be aware that Gordon Johnston and Shane Biddlecombe of HJS Recovery (UK) Limited were appointed as administrators following the company’s directors resolving that the Company should be placed into administration” … blablabla and then: “Should you accept the redress offered in full and final settlement of your complaint, please be aware that the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of DJS (UK) Limited trading as PiggyBank’s assets have been sold or realised and certain costs and deductions have been taken into account.”
Please confirm if you are happy to accept the offer in full and final settlement of the complaint and upon confirmation I will ensure that the loan(s) are removed from your credit file. We do not currently have a date for payment, further updates will be posted on the PiggyBank website when available. We kindly request your patience with this.”
So it will probs be similar to Wonga scenario.
Glen says
Yes thanks, I got all that to, yep I was involved in the Wonga wait so I guess the same here.
Cheers
Carol says
Morning Sarah
I noticed that Peachy loan is not making new loans, because they update the system. But it was the same with Piggy Bank. Do you think their end is approaching?
Sara (Debt Camel) says
Not so far as I know.
Anzzz says
Just had a claim upheld for a decent amount against epdl/capfin by PWC. It looks like 100 percent refund of my loans. Forgot to add statutory interest so have asked for it to be added. Should be paid by end of march will update about interest. Thanks Sara. Hard work getting all these loans organised but well worth it.