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?
John says
Mr Lender have made me an offer but we disagree over a few loans and they don’t seem to be willing to budge on them. What is the risk they will go into administration? Do they respond quickly to FOS rulings if I wait to be able to refer to them?
Sara (Debt Camel) says
They used to be happy to negotiate. How many loans did you have and what offer have they made you?
John says
7 loans and offered to refund loans 4, 5 and 7. Loans 4 and 5 low interest so isn’t that big payout. I have argued for loan 6 which I paid interest only for in the first month and then needed a repayment plan for to clear over 4 months. They are saying that loan interest was heavily deducted for the time period I had the loan but it was just frozen not reduced.
Sara (Debt Camel) says
So loan 6, how much did you borrow? and how much did you repay?
John says
Borrowed £300 and repaid £416
Sara (Debt Camel) says
so you paid £116 in interest on it. What do they say you paid?
John says
They informed me I paid £116 in interest on statement but not willing to refund that loan as they said had undertaken credit and affordability checks and as I had longer to repay than original agreement they had already subsidies that loan. This was all verbal nothing in writing apart from statement containing loan details. They was responding quickly until I didn’t accept and now saying they have 8 weeks but will try to respond in writing with final offer sooner.
Sara (Debt Camel) says
Also if you turn down their offer, you can go straight to FOS. Have they said you have to wait until the 8 weeks is up?
John says
Nothing in writing just on the phone over but said it was final offer and will respond in writing within the 8 week period which would be another 4 weeks.
Jane Y says
John
I have had the same experience with Mr Lender. Was offered a refund and to clear balance and clean up credit record. Went back asking for other loans to be considered and got same response that their final offer would be in the post within the 8 week period. Upon receipt if I am unhappy with outcome I am within my rights to go to FOS and they would provide details of how to do that. Not sure whether to accept offer or wait ( another 5 weeks) before getting their response. Do I have to wait until the 8 weeks are up before going to FOS… does anyone know?
Jane Y
Dave says
Hi,
Some advice/help needed please.
I had 6 loans from myjar and on my affordability complaint they have upheld my complaint on loans 4 to 6. I’ve detailed the loans below to show the frequency I was taking the loans. I asked myjar to consider including loan 3 into my redress and received a reply stating that they didn’t agree with me & only agreed on their original response. Do I have a case to take to the FOS?
Loan 1: taken 29/8/17 – amount £1500 – date closed 28/5/18 – total repaid £2593.92
Loan 2: taken 28/5/18 – amount £800 – date closed 30/06/19 – total repaid £991.46
Loan 3: taken 30/6/18 – amount £1650 – date closed 3/11/18 – total repaid £2315.11
Loan 4: taken 30/12/18 – amount £825 – date closed 26/2/19 – total repaid £1119.15
Loan 5: taken 7/3/19 – amount £725 – date closed 27/5/19 – total repaid £833.14
Loan 6: taken 28/5/19 – amount £299 – date closed (still open)
Agreed redress: £425 – £200 from loan 6 = £225
Thanks
Sara (Debt Camel) says
i assume the date loan 2 was closed should have been 2018 not 2019?
Ace says
Sara,
Just say thank you for this website and all your hard work and dedication. I just wish I’d been on here sooner for a whole host of reasons. None of which are important when you consider the effort you put in to such important issues.
So just to say thank you for that and please keep doing what you’re doing, it makes a massive difference to a lot of people going through hard times for a whole variety of different reasons.
Dave says
Yes, loan 2 was 2018 not 2019. Loan amount on loan 6 was £200 not £299 also
Sara (Debt Camel) says
Well you have a case to go to FOS but including the 3rd loan is marginal. You may win, you may not. I know this is annoying as loan 3 had the nmost interest on it.
Rob says
I have had a good outcome from SafetyNet Credit. I am getting a refund and they will remove from my credit report. Unfortunately I got to the point of having a CCJ because of this loan. My question is will the CCJ be removed from my credit report? After all they did say they will remove the loan from my report. Thanks in advance.
Sara (Debt Camel) says
Have you told them about the CCJ? You should ask for it to be removed and the loan with the debt collector settled. Not sure how you could agree a settlement with them without clarifying this?
Rob says
I never mentioned this as thought they would know. It’s been paid off for over a year now but obviously will show on report.
Lilly says
How long was you waiting for SNC to reply?
Thanks
Rob says
Only 3 weeks.
Jane Y says
I’m 3 weeks today so hoping to hear something soon. Was that their first reply after you sending your complaint or did you send a follow up? Was it a good offer?
Rob says
This was the first email I received. Replied to confirm I was happy with offer of £850 plus removal from credit report. Asked when payment will be made and they said by end of day 21st Feb. So only waiting a week between offer and payment.
Randolph says
I had a ongoing loan situation with safety net for about 5 years. Using the full £1000 by the end of each month. I made a complaint about 5 weeks and today they offered £1000 compensation. I’m not sure weather to accept. I think it should be more, what are my next steps?
adam says
If you log into your safteynet account you can download an excel of all of your borrowing and see exactly what interest you paid. I had a similar experience and worked out i’d paid over £4k interest in just 2 years so £1,000 seems low.
Randolph says
Thanks for the replies. Checked and it was just over 4 years and paid nearly 5k on interest. I have replied stating this and that I didn’t accept their offer. Just waiting for reply now.
Randolph says
Thanks for the reply. After checking I paid nearly £5k in interest. So have stated that in the reply and told them I won’t be accepting £1000. How did you get on with your offer of £1000 Adam?
kym says
Hi Sarah can you please help me with the Rh40 form .. I don’t know what to put in the box about redress and PPI.
Redress is £1187.37
8% Simple interest £885,33
20% withheld £177.07
Thanks
Sara (Debt Camel) says
the redress doesn’t go on your tax form – that is your money you are getting back and it isn’t taxable.
The 8% simple interest is the “gross interest” to put on the form.
the 20% withheld is the “tax deducted”
The “net interest” is the difference between those two numbers.
Paul says
Hi
I am wondering whether I should send a complaint to Mr Lender. Although I accept that I applied of my own accord, knowing how really bad my credit is I’m amazed they accepted the couple of loans I had with them. I had a bit of a problem with gambling at the time and it was too easy for me.
When paying back I often got extensions on the repayments because I struggled to pay it back meaning I ended up paying more. This is not a sob story as I was fully aware of what I was doing but if I’m entitled to a refund and possibly a clean up of my credit score then I was wondering what I should do.
Any advice??
Thanks. Paul
Pee says
Are your loans from 6 or more years ago?? As extensions haven’t been given for a long time now?? If they are over 6 years. You might struggle. But worth a try. Mr Lender usually quite quick. And are negotiable. It’s up to you.
Pee says
Just got my successful redress claim through from Cash4uNow. I put claim in about a month ago. Cash in bank yesterday.
Don’t see much on here about Cash4uNow. But they been quick and fair with my claim. Not using stall tactics. Like others do. No need to go to FO.
Gemma b says
Can anyone help or advise.
I have a complaint I. With the FOS and provident, no reply after 8 weeks sent access. Picked up and investigation started. Up until last week my accounts were still showing in my credit score as open and balance remaining. Have checked this morning and the accounts are now showing as closed. Would there be a reason for this as I’ve had no correspondence at all from either provident or the FOS since the beginning of feb xx
Jane Y says
I put in a complaint to SNC 3 weeks yesterday and as yet I haven’t heard anything back apart from complaint received I see on here others have had offers within 2 to 3 weeks. Should I send a follow up email or just sit it out?
Jane Y
Tania says
To be honest, it’s a bit pointless sending a follow-up. I am at just over five weeks, and I messaged them on the online chat this morning to find out the status and to close down my account (it’s been dormant over a year), and they just say, “You’ll get a response by 11 March.” It definitely doesn’t speed things up to chase them, I’m afraid. I don’t know why some get a super-quick response and others not, it’s pretty random
Pee says
Jane Y.
Your gunna have to sit it out im afraid. As you need final response from SNC before you can escalate to FO. They have 8 weeks to give u that response. After that, if no response, you can escalate. You never know. You might get a positive response before then. 3 weeks waiting isn’t really that much. I once had to wait a year and a half for outcome with one lender. Good luck.
Jill says
Thanks for all the valuable resources on this site Sara- I’ve recently submitted a number of cases to FOS- and been informed that an adjudicator has been asigned to them (Satsuma, Uncle Buck, Lending Stream etc)- what is the typical time frame to get a decision back from them (if there is one!)? Thanks for your help.
Sam says
Hi All,
I just thought I would update with my outcome with MyJar.
I wrote to them end of January with an affordability complaint. They replied within a week saying they agreed with my complaint and are refunding me interests of £2,580. Today I received the money.
I was also successful with safety credit net who refunded £660 in interest charges within 2 weeks of my complaint.
Awaiting results from Amigo, uncle buck and Mr Lender now.
Just wanted to say a huge thank you to Sara and debt camel for the advise, time and effort put into this site. This is a life changing amount of money for me and I would have been oblivious to all this without stumbling across this site. From the bottom of my heart- thank you so very much!
Charlie says
Well done :)
I put in my complaint on 30th jan and haven’t heard anything. Took 6 loans out all within days of paying off the previous ones. I guess it’s just luck that some people hear back quicker than others. Looks like I’ll be waiting for the full 8 weeks.
Sam says
Hi Charlie,
Thank you! It might be worth putting a negative review on trust pilot. A helpful user on here advised me to do it and I got payment within an hour. I’m sure they will look into your complaint faster this way.
Best of luck.
Karen H says
That worked for me too. Was waiting for big payout from Myjar & they went over date they promised. Someone on here suggested I post on trust pilot & within an hour I had a response & payment later that day. Give it a go.
Charlie says
Hi, thanks for the advice.. I have left a review on Trust Pilot at 7am this morning, no response as of yet… I have noticed that some people have left reveiws on there days ago and by the look of it, they’ve had no response either… I’ll just have to play the waiting game.
Mark says
Myjar have just issued my refund. Only a 7 day wait for it even thought they stated 10-15. Very pleased with the outcome.
Wonga and Myjar have been sorted. Now got to wait for a reply back from 118118 money and then it’s just waiting for the administration process for Quickquid and Moneyshop. Thanks ever so much for all the help and advice on here.
Lynn says
Received mine today also for over £600. Only a three day wait also. Only had two loans with them but ombudsman found they did lend irresponsibly on my second
Nice outcome for the weekend. Only provident left now fingers crossed
Anon says
Hi Sara, need your help…
MyJar have emailed me back with this reply….
after using your template on here…
“ Thank you for contacting us.
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.
What should I do? Or what do I even write back to them?
Many thanks xo
JA says
I would send them bank statements if you feel it would benefit your case. I did this after they declined any wrong doing then they upheld my complaint after reviewing my statements.
Anon says
Hi JA,
Thanks for your comment :),
Can I ask did you post them your paper bank statements? Or did you just take photos of them? Or is it easier to just take screenshots from my online bank-statements?.
Glad they upheld your complaint for you in the end :)
Sara (Debt Camel) says
it’s best to download your bank statements – you can normally do this as pdf files and send them
Michelle says
I sent them copy of credit report and bank statements which only showed their transactions which showed how
quickly loans were taken out after being paid, I wrote what had happened how many loans etc and what I expected as an outcome I asked for loans 3-4 out of 4 which I think was fair in my case, I received refund within 4 weeks
Anon says
Hi Michelle,
Thanks for your info and advice… much appreciated!
Sounds like so much effort haha but hopefully it will all be worth it in the end :)
I’m glad you’ve got your refund espesh after all that effort you had gone to :)
So with the bank statements then did you use paper ones? Or sent photos of them etc?
It’s such a tricky one… cos over the last 5years with them I took out 16 loans with them, One being like nearly £2000 the others being under £300 etc x
Sarah Perring says
Good afternoon
I have had the adjudicator suggest lending stream uphold 27 put of my 30 loans and they have until 27 feb to reply anyone had any feedback if they will stall and then it will have to go to the ombudsman
They declined my first response as said they were all affordable and had been through the correct legibility channels for affordability
Many thanks Sarah
R says
Hi Sarah yes they do try and stall it like with mine they were about 6 days late which on that day LS sent me an email saying they had responded and I believe my adjudicator did remind them on the 17th day , now just waiting for the redress should be next few days fingers crossed,
A fomer borrower says
Hi Sarah. Like you LS rejected my initial complaint saying that my (32!!) loans were all affordable. The adjudicator upheld loans 5 to 32 & gave a deadline of today for LS to respond – which they have done this morning & have made an offer in line with what the FOS suggested. I’ve accepted so now it’s a case of waiting until they pay (28 days from when the FOS confirm my acceptance). I get the impression that they are now having to listen to what the FOS is telling them.
Sarah Perring says
Thank you that’s good to hear fingers crossed I’m in the same boat
Ash says
To my surprise, LendingStream have paid me my redress of just under £1500 on day 21 a week earlier then expected. Just thought I’d let you guys know. Thank you Sara
R says
Hi Ash was that today as I am 21 days from when they sent the email confirming but 24 days when adjudicator confirmed my details to them keep checking my account even after just reading your post lol, its such a waiting game with them isnt it.Well done.
Ash says
Hi R, this was 21 days from when LendingStream contacted me after accepting the offer and emailing back saying the money will be returned within 28 days. But yes it was a waiting game, I’ve been checking my account daily too, and I just about started to believe it would be on the 28th day so give up checking haha, and then randomly it was there! Hopefully you won’t be waiting much longer.
R says
Oh thanks Ash, typical so they still try delay tactics and use 28 days from THEIR confirmation. Hopefully will be over soon. Anybody else know any different for when they calculate 28 days?
Pol says
I fell for the trap of applying for refunds through a payday refund firm. I’m just off the phone to them and totally forgot I even had a claim with them as it was 2 years ago I lodged it. The won the case with piggybank and I was compensated over 600 quid. But I was told over the phone this firm is taking 400 of it and sending me a cheque for 200. I learned the hard way. I’m really glad I made my safety net credit claim on behalf of myself as i used them way more than any of the lenders. I guess 200 quid is still something but these firms are like leeches.
E says
Hello Sara,
I have my last complaint at the FOS with sunny/elevate. It was submitted last June, I’ve just received an email saying sunny have offered on loans 12-16 and a refund of £409.28. I borrowed a total of 17 times totalling at roughly £2.5k and paid back in total £4.5k. In your experience do sunny negotiate? I’m unsure if I should get this finished with or wait, but I have a feeling sunny will not accept an adjudicators decision and it will go to an ombudsman which is a lengthy wait.
Thanks.
Mike says
Hi sunny done the same with me. Could have had £2000 if I wait for ombudsman but offered me £600 3 months ago I said no and have come back with £1400 which I have said yes to
Wendy says
Any one had any luck /dealings with wizz loans?just wondered if anyone has as can’t see anything on here about them
Kev says
Ridiculous company. Same woman answers customer service calls. Very rude and continuously talks over you. They don’t back down. I wish you well.
Bobby says
Hi Sara,
Frequent user of the site so just want to thank you for the material posted. I’m no stranger to the payday loan redress claim procedure, but today I submitted a claim to Money Boat (previously slipped my mind) and had a very interesting acknowledgement. They have requested bank statements with a warning that if any of the information provided on my application differs to what my statements show they would file a report to CIFAS. I’ve never seen this sort of warning on a complaint acknowledgment before and was just wondering your opinion on it and whether it’s something they could realistically act upon? I’ve nothing to fear as all my information submitted was correct, I did however get a bit of a shock reading it!
Sara (Debt Camel) says
They say that to everyone. So do a few other lenders, to my knowledge no lender has actually done this if someone has taken a case to the Ombudsman!
Mike_p says
Uncle Buck told me that if I escalated my complaint to the FOS they would be asking to have sought of my statements and would be asking me to explain any discrepancies. I did escalate it, largely because they had made that comment, and I never heard any more about it. I think they were trying to imply that the FOS would send them my statements I’d they asked but I don’t tick they would would they?
C says
How did you get on at the FOS? The 2 week deadline is up tomorrow for Uncle Buck to respond to my adjudicator but they haven’t responded yet.
Michelle Wilson says
Hi just after a bit advice, I complained to Lending Stream using the template letter above. I have just recieved an email with all my loan agreements etc, pages and pages. Just wondering what do I do next. I asked for a refund of interest paid but they haven’t mentioned this in the email. All they put is the following,
For your reference, we have attached the following along with this email:
1. List of loans along with the loan status and outstanding balance (if applicable)
2. Statement of Accounts
3. Loan Agreements
4. Copy of loan applications
5. Transaction Details
6. Legal Notices (if applicable)
To access the Statement of Accounts, Legal Notices, copy of Loan Application and copy of Loan Agreements, you need to enter your date of birth in DDMMYYYY format.
Please be assured that all the details related to any of our customer’s accounts are stored for record keeping purposes and managed securely.
Sara (Debt Camel) says
Hi Michelle,
you don’t need to do anything but you could reply and say thanks for the loan details, you look forward to receiving the reply to your complaint.
Helen says
Please could you advise me on a email address for swift sterling? I have had a look on the website and can only find a phone number. Tia
Sara (Debt Camel) says
when did you borrow from them? After end 2015 or before?
Jane Y says
Hi All does anyone know if you reject an initial offer and are told the final offer will be within the 8 week period if the amount offered will be the same or higher than the initial offer?
Thanks
Jane Y
Sara (Debt Camel) says
Hi Jane, from your previous comments it looks as though this is Mr Lender? They used to be happy to negotiate quickly and (usually) fairly but now a couple of people have reported:
– being given a very poor offer very quickly
– going back and suggesting you would be prepared to compromise if loans x and y were added to the offer
– being told that if you don’t want to accept this low offer, they will take into consideration what you said when you get your final offer which will be within 8 weeks and by letter.
This seems a very recent change of tactics. So no-one knows what will happen. You could get a letter on Monday agreeing with your proposal and be very happy that a reasonable compromise has been reached. You could wait another 6 or 7 weeks and get a letter repeating their original offer which would juet delay your case going to the Ombudsman.
I think this is very poor complaint handling by Mr Lender. And it coincides with Mr Lender deciding to remove its email address for complaints so people have to use their online form, against the regulator’s rules that firms should allow people to put in a complaint “by all reasonable means”.
If you are cross at being messed around, one thing you could do is tell the regulator (the FCA) what is happening. they won’t look at your complaint, that is what FOS is there to do, but they will take account of what people tell them about a firm in their supervision role.
If you want to do this:
————————————————————–
Email the FCA consumer.queries@fca.org.uk.
cc the email to emily@mrlender.co.uk and jessicas@mrlender.co.uk.
Subject: Mr Lender (PDL Finance Limited 673310) not complying with DISP rules
Give your Mr Lender reference number, your name and address.
Then give a couple of sentences summarising your borrowing, just what years and how many, how large the loans were. Nothing long, no point in trying to convince the FCA which loans were unaffordable, they aren’t going to look at this, you are complaining about the process.
Say what and how quickly Mr Lender has offered to settle, how you went back as you think FOS would include more loans and offered to settle if loans 6-8 were included [or whatever the numbers are]. But Mr Lender just said you take their offer or wait for a Final Response within 8 weeks by letter.
Say that you feel Mr Lender is using making very low offers as a way of trying to settle complaints cheaply, which breaches the FCA’s DISP rules which say a firm should learn from FOS offers and make offers to customer that are in line with this.
Say that you think delaying giving you a response also breaches the FCA DISP rules. If Mr Lender have not properly investigated your case, they should not have made you an offer. If they have properly investigated it, then they should give you the Final Response immediately and not delay.
Add that you want to receive the Final Response by email not by letter as it is quicker, more private and sometimes your post goes astray. Say you think this should be your decision about what suits you and not Mr Lenders.
Add that you think they are taking advantage of vulnerable customers who may feel they have to accept a low offer as they are in urgent need of the money and this is not treating customers fairly.
Say you know the FCA won’t look at your complaint and you will be sending it to FOS when you have the Final Response but you thought the FCA should know about this bad complaint handling.
———————————————————————–
Also you could leave them a bad review on trust pilot: https://uk.trustpilot.com/review/mrlender.com.
Jane Y says
Thanks Sara for the very helpful comment. I think it’s very bad of Mr Lender to do this. As you said they must have investigated as how could they make an offer. They can also see from the SAR that the loans I have asked to be included were back to back. It doesn’t take a genius to see that they were repaid and then reborowed same day. I cant see how this warrants waiting the full 8 weeks.
Do you know when they provide final offer it will be the same as initial? Has anyone else had this?
Thanks for all your valuable advise.
Jane Y
Sara (Debt Camel) says
“Do you know when they provide final offer it will be the same as initial? Has anyone else had this?”
They seem to have only adopted this tactic in the last few weeks so no-one knows.
Akram says
Hello,
Just to add the same thing happened to me, initially Mr lender offered £550. I said I wanted to time think and called them back a day later saying I rejected the offer but would reconsider if they added some more loans. She said it had already been investigated but will take the case to her boss.she said it was unlikely they would change the offer. Literally 3 hours later she called back and said they would add two more loans to bring the refund to £1245. I accepted the offer and the money was in my account within two days. This happened last week
Sara (Debt Camel) says
how long ago was this?
Akram says
Last week and my refund took two days. I accepted the revised offer on 12 Feb and money was in my account by 6pm on the 14 Feb.
Based on my experience, its worth rejecting the first offer and negotiate with them
Jane Y says
Hi
Well after putting a negative Trust Pilot review over the weekend I received a call from Mr Lender saying they had taken my comments on board and revised their offer and was their final offer. They only included 1 other loan so loans 7-9 were agreed. I asked for loans 5 and 6 but would accept if loan for was included.
Interest on loan 6 more than total refund offered.
Need to decide whether to take to FOS.
Turtle says
Positive “provisional decision” from the FOS at ombudsman level but moneyboat aka Evergreen finance STILL trying to challenge it.
From day 1 of making my complaint they have been tricky.
Also my satsuma aka Provident complaint: adjud found in my favour but the company didn’t come back to him within the 2 weeks. It’s now approaching 4 weeks. Poor.
JA says
I had my adjudicator up hold my complaint with moneyboat , They were very difficult the whole way through aswell and no I’m currently awaiting an ombudsman
Chris the Fist says
I wouldnt expect any reply from Satsuma. Similar circumstance to you, adjudicator found in my favour, then no response from Satsuma, sent to Ombudsman after 4 weeks of hearing nothing even after repeated reminders.. So if I was you I expect a long wait unfortunately.
Kelly says
Hi,
Has anyone had any dealings with piggybank?
I complained last week and i’ve had a reply to say they uphold my complaint and i am owed a refund of £344.19. However, this could be considerably smaller. Any idea when we may have more news?
Thanks :)
Neil says
Hi All,
I remember some posts on here that mentioned e-mailing someone at Sunny in order to speed up receiving their refunds.
Does anyone know the address?
Thanks
S123 says
Hello. I would email sgrice@elevatecredit.co.uk and rmallinder@elevatecredit.co.uk , they got back to me asap.
Neil says
Hi S123,
Did it take long to receive your redress?
Thanks
S123 says
Hello, i also cc’d the FCA consumer enquiries email. I emailed originally and they declined i then emailed them back with fca and the above cc’d in. I got my refund 24 hours later to my follow up email.
Nicki says
Mine were replied to by pbaldry@elevatecredit.co.uk. (Paul Baldry, Complaints Manager). I found him to be very fair and reasonable.
Neil says
Hi Nicki,
Did it take long to receive your refund from Sunny?
Cj says
So ..I put in last year a complaint to snc. They took the full 8 weeks and rejected my complaint .I sent this to the ombudsman last November..his was picked up three weeks ago..the ombudsman upheld in my favour and told snc to returned all interest and charges going back to dec 16..they have given snc 2 weeks to reply …here one left I’ve not addressed yet which is provident has anyone had any luck with these people
Sara (Debt Camel) says
Provident can be very slow but people are getting some very big payouts! See https://debtcamel.co.uk/refund-doorstep-loans/ for a page about them.
Luucy says
Sorry if this question has been asked before.
When I send my bank statements to the FOS what are they actually checking ?
I’m claiming for over 25 payday loans from Sunny , they rejected so going through to the FOS.
Many thanks
Mike_p says
From looking at their decisions page they seem to be looking for things that might have indicated to the lender that they shouldn’t have lent, if they had actually asked to see your bank statement. For example they say things like but loan 4 you should have done more to check Mr Xs outgoings and checking his back statements would have shown you that he had a gambling problem.
Luucy says
Thanks Mike for that
Joe says
I have sent a complaint to uncle buck regarding irresponsible lending, received an email saying as my loans were over 6 years old the data has been deleted.
Is this the norm?
Ta
Steve G says
Hi,
Has anyone had experience of a successful claim from SafetyNetCredit? I’ve had the FOS adjudicator rule in my favour. Do they tend to agree with the adjudicator or challenge it and force it to go to the ombudsman. Given they lent to me £29k via 40 loans over an 18 month period I don’t think they have a leg to stand on!
Cj says
My adjudicator has also upheld my complaint he gave them til 28th feb to go back to them . They owe about 6k in Interest
chris says
My experience was decent – no FOS involvement and once SNC agreed that they should refund, payour within the week.
Mg says
Hi Sara
Thank you for your help previously. May I check something please. I started taking out peachy loans after wonga suddenly stopped lending to me after more than a year of continual payday loans. There were 5 consecutive loans from start to finish but my credit record would have shown all the previous wonga loans, which were paid back on time, but another taken out again within a few days. The same happened with Peachy. What would my chances be with a complaint to Peachy?
Sara (Debt Camel) says
How large were the peachy loans?
MG says
They were £250 (29.10.14); £500 (on 04.11.14, 07.01.15 and 27.02.15) then £350 (18.03.15). Interest paid overall was around £410.
Sara (Debt Camel) says
You may be able to get interest repaid on the loans 4 and 5. Or possibly just loan 5.
R says
yes finally after initially filing my complaint back in sep 18 and leaving it for a while then sending to the fos in apr, 3 adjudicators later, and LS playing delay tactics this was in my account just after midnight on day 25 from me confiming, I can relax a little now but need to find a job after losing mine this week – was only a temp job anyway which I hated!, good and bad news but at least I can move forward from PDLs! Next ones old credit cards or anyone who lent to me in that horrendous period! Thank you Sarah for your site after I stumbled across it, when I am back in work again I will donate. Much appreciated all for comments and advice x
Antony says
Just a quick thank you to Sara, if it wasn’t for this site I wouldn’t have got any money back, got my Wonga money yesterday, got £3000 from sunny and just had avant offering me a refund of interest and a £230 gesture of good will! Still waiting on a few others, quickquid would have been a big one if the buggers hadn’t gone into administration
Jane Y says
When did you complain to Avant? Anyone know how long Likely Loans take to respond to initial complaint?
Jane Y
Antony says
Avant completed my complaint in 7 weeks, still got 4/5 including likely loans pending
Jane Y says
Did they contact you before their offer? Was it a good offer?
Jane Y
Justin says
I made a complaint back in March 2017 about Cash Converters for pay day loans, and heard back that the loans were underwritten by a company called UK Solutions Limited. So I complained to that company and heard back from them with a real snotty letter. So I took it to the next stage and made a complaint through the FOS. I was told that as 2 of the loans were outside of the 6 year window, it would take longer. I said I was happy for them to disregard the loans outside of the 6 yrs if it would make things easier. Anyway I didn’t hear back from them for a long time and eventually heard back in October that they’d finally got some info from the company, then in Nov that adjudicator had found in my favour for 8 loans. I couldn’t work out from the letter how much redress I was owed but I think around £500-600.
December I heard again that the company didn’t agree. End of Jan it had been picked up by ombudsman. Ombudsman agreed that 5 of the 12 loans shouldn’t have been lent, so I was due a redress of around £300.
Finally yesterday I was told, that the company had gone into liquidation and contact the liquidators.
Will it be worthing contacting them? I feel a bit annoyed at FOS for not disregarding the 2 loans outside of the 6year window that I said I wasn’t bothered about, because it dragged on much longer because of that. But I could tell the lady at FOS sounded a bit p’d off with how it had turned out and felt like she had let me down.
Justin says
Hi Sara
Is there any point in contacting a liquidator, as above? Will it get me anywhere, or is it the end of the road?
Sara (Debt Camel) says
It’s worth a try, it’s a simple email. I don’t know the exact situation there. the liquidators will give you a straightforward answer.
Jonathan Adam says
Sara….I SERIOUSLY CANNOT THANK YOU ENOUGH!
I have this week received my redress from Wonga.
Not only that but using your template letter I contacted MyJar and am now due to receive following their receipt of my acceptance, just under £500 from a claim against them.
You are utterly one in a million. THANK YOU.
Cazza says
I have had a response from Lending Stream today saying they have responded to the FOS and to note that I have to to agree via the FOS and if any settlement is required to confirm the bank details…etc
It doesn’t say they have actually agreed or what monies are due…is this normal and do I have to wait for the FOS to contact me?
R says
hi Cazza yes same with me and I was perplexed so contacted my adjudicator to ask, a day later he contacted me with the confirmation. good luck
Mike_p says
It was the same with me. They tell you when they have sent the response off but it can take the adjudicator a few days to send it on to you.
Ian says
I have put in a complaint to mr lender, lendingstream etc. I was living a lie and waiting for redundancy every day. It never came. Eventually my partner found those dreaded letters. I ended up on a bridge refusing to answer calls from her and my father who was and has since died of cancer. He paid a large amount of the debts and she did the other bit. We split up eventually after as I could barely face her. I was on medication for a while but then everything sorted itself out. Apart from the guilt I put my father through. I am back with my partner and have put aside the Wonga thing as it is a place u don’t want to back to. Chances of success with mr lender and lending stream? This was 2014 do loans were active but beyond the 6 year limit from when they were taken.
Sara (Debt Camel) says
FOS looks back before 6 years. Get the complaints in as soon as possible.
Eve says
Hi All
Can you please provide me with a time scale of Mr Lender paying redress after they have agree with adjudicator? I know it’s up to 28 days, but are they actually do it?
Jane Y says
Hi Eve
Did you get an initial offer with Mr Lender? I had one last week and went back asking for extra loans to be included. They came back saying their final response would be in the post within the 8 week period. Is this what happened with you and then you went to FOS? Did you adjudicator take long to come back to you?
Trying to find out if the final response will be the same amount as initial offer or do they offer more at this stage.
Jane Y
Eve says
hi Jane
I’ve received letter with Final Response at the beginning of the 8th week. They did offer goodwill gesture, voucher for 25 quid. I did refer it to FOS straight away. Adjudicator pick up the case within 1 month. 2 days later came up with a solution. Interest on the last 3rd loan should be returned. It’s more then 800 pounds. Mr Lender had 2 weeks to respond, took them about 3,5 weeks to agree with his findings.
Jane Y says
Hi Eve
Did they call you with an initial offer first and if so was it the same as final offer. Was the voucher on top of offer?
Eve says
oh no, no initial offer for me.
Jane Y says
Hi Eve
After putting a negative Trust Pilot review I received another call to from Mr Lender amending their initial offer. They have taken into account 1 other loan and included the £204.66 but not the loan 6 which interest charged was over £500. Just have to decide whether t send to FOS.
Jane Y says
Hi Eve
Did you have to send documentation to the FOS?
Rocky says
I have an unafordability case against Satsuma that the adjudicator is going to pass on to the ombudsman. The adjudicator has informed me that it has to be reviewed by another team before it is placed in the queue for the omnbusdman? Is this normal practice? I assumed it would just go straight onto the omnbusdman queue.
Sara (Debt Camel) says
Can you ask why?
Rocky says
Hi Sara,
I have questioned this and was told that it is normal procedure for a colleague to check the adjudicators work before being passed onto an ombudsman. I am told there is a queue for this check, this has to happen before I’m placed in another queue for the ombudsman. So I’m in a queue waiting for another queue. I haven’t had a case referred to an Ombudsman before so I wondered if anybody else had experienced this?
Laura says
Hi Sara,
Mr Lender has sent me a letter basically telling me that as my loans are over 6 years old I cannot take it to the FOS unless I can show that I only recently became aware in the last 3 years that I can make an affordability complaint. Not too sure what to do with this info? How do I respond. They say they will look into my complaint if I can show I recently became aware.
Sara (Debt Camel) says
When did you put in your complaint? Does the letter say this is a final decision and tell you you can take it to the Ombudsman?
Laura says
I put my complaint in on the 28/01/20. It says:
“Therefore if you feel you only became aware within the last three years that you were in a position where you could make a complaint to Mr Lender, we ask you to provide the detail of when you became aware and how you became aware of this she we can investigate this further. However, if this cannot be provided, we will not be looking to investigate your complaint and please accept this as out full and final response”.
Sara (Debt Camel) says
OK, well I am afraid Mr Lender tends to reject all these, so it’s up to you if you want to go back and tell them when and how* you found out about payday loans refunds in the last three years or not waste any more time and send it straight to the Finacial Ombudsman.
* there are no wrong answers here. You may have been emailed by the Wonga administrators, seen an advert on Facebook from a claims company, seen a newspaper article about payday loan refunds, been told by a friend or relative or work colleague about them. Just say what happened to you!
L says
Hi can anyone give me an idea on the length of time you waited from confirming bank details to receiving redress from MYJAR, thanks
Sarah Louise Tansley says
I’m in this position! I’d like to know too!
Thanks
Sam says
Hi L,
I received my payment on Thursday and was within 5 working days of sending back the bank details.
Nick says
15 days for me
Karen H says
Hi,
Mine took just over 3 weeks but outside what they had promised. Took someone’s advice on here & posted review on trust pilot with immediate response & payout same day!
J says
What did you post on trustpilot? Did you put your details
Matthew E says
Hi
Just wondering has anyone had any dealings with Uk credit they are a guarantor loans company if so was it successful and what is their timescale to replying
Matt
Sara (Debt Camel) says
Guarantor loans are odd and sometimes very difficult loans. there is a separate page for complaints about them with a different template letter: https://debtcamel.co.uk/how-to-complain-guarantor-loan/.
The good news is that 90% of complaints about guarantor loans are being won at the Ombudsman! Including ones against UK Credit. They are a small lender so not mentioned much but here is a comment https://debtcamel.co.uk/how-to-complain-guarantor-loan/comment-page-22/#comment-348454 from a reader who has just won a case against them.
Hj2411 says
Hello
MYJAR are saying to me they don’t have any records of my loans (however last year I have an email from them refusing me a loan because of a previous account I had from them) I no longer have access to the email account connected to my original loan and the bank account I had was closed.
Am I able to gain copies of my bank statements for these complaints (it would be NatWest 2011/2012 for some of them? ) any advice greatly appreciated
RS says
I have today received a letter in the post from Mr Lender offering as a final settlement to refund some loans and wipe off my current outstanding amount. Whilst I am considering this, there is no mention in their letter the 8% statutory interest. Has anyone else experienced this before I respond to them.
Sara (Debt Camel) says
They never offer 8% interest. If the offer is good enough, most people are happy to miss out on the 85 to get this settled quickly. But recently they seem to be making poor offers… sometimes you can get them to improve it. How many loans did you have and what have they offered?
RS says
I had 14 loans and they have offered to refund loans 8-11 and write off loan 14. I am going to ask why loans 12 & 13 are not included or 6 & 7.
Sara – would you argue for the 8% interest?
Sara (Debt Camel) says
I think asking them to include more loans is straightforward. In the past Mr Lender has usually responded well to a suggestion about what you would be prepared to settle on. If they change their offer to 6-14, you may feel that is good enough to accept without the 8%.
So far as I know they have never paid the 8% unless told to by FOS.
Jane Y says
Hi
Was this the first time that contacted you? It seems as though they are doing different things to different people.
Jane Y
RS says
No, they called me in the week advising what they were going to offer and have followed it up in the post with a letter confirming this.
Jane Younger says
Hi RS did you go back and ask why other loans not included. I take it the letter quoted what they had offered you verbally.
Jane Y
RS says
I’m going to review everything thoroughly & respond to them tomorrow & ask for the additional loans to be included. I will keep you posted on any updates. The letter did just confirm our telephone conversation.
Sara (Debt Camel) says
they have definitely changed how they are handling complaints recently…
Nats says
Hey RS, how long did the take to send you that letter from when you first emailed them?
Thanks in advance
RS says
I sent the initial email on 30th January, had the loan information confirmed 2 weeks later, had a phone call from them on 18th Feb & their final offer confirmed in a letter a couple of days later. I have called them today & they will not negotiate any further. I just need to decide what to do now.
M says
I’ve had the Ombudsman uphold a complaint against Moneyboat (Evergreen Finance London Ltd). Has anyone had experience of them paying out and how long they take? If so any tips on what one should do to speed up process?
Pee says
Got mine on day 28. I put a really really negative review on Trustpilot about them on day 2 I think it is was. Didn’t speed them up like others have said on here. E.g. Day 3. Got on day 28. Can’t say for sure if it was the negative review that made them use the full 28 days. But based on what others have said. Come to your own conclusions.
Sara (Debt Camel) says
You are the only person who has suggested leaving a negative review will slow the process of getting refund. Many people are convinced it speeded theirs up.
Pee says
I’ve noticed that. But those are the facts. Like I said. People can come to their own conclusions. I’m trying to help people. Like they have helped me.
Sara (Debt Camel) says
I agree. But I will carry on pointing out that you are the only person who feels they had a problem because they left a negative Trust Pilot review.
Christopher says
Hi I put in a complaint with my jar for loans I had with them.
30/03/18 loan £900 charge £401.76
10/06/16 loan £2400 charge £1237
23/11/18 loan £725 charge £517
26/03/19 loan £925 charge £848.
They said they would refund me for loan 4 £848 plus 8% interest. Do you think I’m owed more.
Christopher says
Also I’ve put a complaint to satsuma for loans
31/10/16 £700 charge £693
20/01/18 £700 charge £693
12/05/18 £100 charge £47.66
31/08/18 £1400 charge £1388
06/02/19 £700 charge £698
01/06/19 £800 charge £798
14/01/20 £1300 charge £1289
14/01/20 £600 charge £595.
Hopefully il get an after off these loans to
Christopher says
Also I’ve put in a complaint to sunny loans which in total I’ve had 41 loans with them adding up to £15,450 over 5 years
Jade says
I am on a dmp currently paying a lot of people back mostly payday loans and catalogue debts . I submitted the template to safety net credit of whom I still owe money to roughly of £200 and is on my dmp.
This is the response back , I didn’t send in any bank statements or wage slips etc . I am just needing to clarify with maybe some in the know as to whether this is a “good” offer does it mean I can continue to pay the £98 on my dmp? If I took it to fos would they request additional information. Very confused if someone could please help :)
Having investigated your claim fully it is our view that your complaint is valid.
Therefore we propose that we redress all the interest that you have paid (£82.70), plus statutory
8% interest (£5.92). In line with HMRC guidelines we will deduct 20% (£1.18) 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 (£7.23) and then
deduct the interest you have paid plus the statutory 8% interest from your principal outstanding
balance (£87.43).
This will leave a principal outstanding balance of £98.90 which remains payable.
Sara (Debt Camel) says
How long were you borrowing from SNC? Are you sure the balance is still £200?
Jade says
I have just checked my stepchange statements and yes it is just under £200
And it wasn’t a very long time Sara probably 3 to 5 months tops as I was borrowing to repay and couldn’t do it anymore .
Furthering from what was in the email above this is what the last bit says
If no correspondence is received, no action will be taken, and
your full Outstanding balance of £193.56 will remain payable.
Our offer is made on the basis that it is in full and final settlement of your complaint.
Jade says
£218.56 was roughly the balance I set the dmp up with I am currently owing around 20 creditors at £5 a month
Sara (Debt Camel) says
ok, with the “your full Outstanding balance of £193.56 will remain payable.” that makes more sense. So they are proposing to reduce your balance from £193 to £98.
Does that seem reasonable to you?
Sara (Debt Camel) says
Can I also ask what the total balance is of all your debts in your DMP? 20 creditors is a lot… Is the £100 amount you are paying each affordable? Do you have any priority debts such as council tax, rent arrears or electricity/gas bills?
Jade says
The total outstanding ATM on my dmp is around £3,200 I have more non priority debts that I am recieving letters for that ideally I need to add on to the dmp. I am just about to go on to maternity leave too so I am looking to go on to a token payment plan if stepchange accept it as I won’t be able to afford to continue paying the dmp amount and the lowest they can offer my creditors on a dmp is £5 a month . My debt total is estimated I believe around £5,000 .. my priority debts are pretty much up to date rent , water, my council tax is a little behind but will be cleared by 13th march for last year as I have about 120 pounds outstanding on that and that’s all . My gas and electric is on pre payment so no worries there.
Obviously I was hoping for a complete write off of my balance to snc but I am wondering if it’s worth going to fos or just better taking that offer and it’s £100 less to pay on my dmp . Currently I am paying each creditor on my dmp plan £5 a month which isnt very significant against the balances owed and so far I have paid around £600 towards my dmp. Estimated end date is sometime in 2023 obviously that will now depend on my maternity leave and extra debts to be added .
Sara (Debt Camel) says
are you renting privately?
Jade says
No it’s a council property.
Sara (Debt Camel) says
Can I suggest you talk to a debt adviser about whether a Debt Relief Order would be a good option for you as you already have a lot of debt and it is going to be even harder to manage when you are on maternity leave? Who is your DMP with?
Jade says
Stepchange
Sara (Debt Camel) says
good, I suggest you call them, say you are going on maternity leave soon and ask if you would qualify for a DRO.
C says
Hi Sara.
After 11 months, THL still haven’t removed the loan history from my credit reports as requested formally by the adjudicator.
The adjudicator has contacted them several times and they’ve confirmed they will be removed each time but nothing.
What could you suggest are the next steps available to me please.
Thanks
C
Sara (Debt Camel) says
So you have an adjudicator decision and written confirmation from THL that they have accepted the decision and intend to remove the loans?
Which credit reference agencies do they report to?
C says
That’s right Sara
The adjudicator has requested they remove the loans as part of the original decision, which THL agreed to, and twice more they’ve been chased by the adjudicator in the past 9 months.
They report to Equifax and Experian, both say I need to speak to the lender.
Thanks for the help.
Sara (Debt Camel) says
So your options would seem to be:
1) to ask the adjudicator to reopen your complaint and send it to the Ombudsman and ask for additional compensation for the delay in doing this.
2) if the adjudicator says this cannot be done, to send THL a new complaint, asking them to delete the loans and give you compensation
3) to go to court, but I suggest you need professional advice before contemplating this
4) to send a formal complaint to both Experian and Equifax, saying the lender is failing to correct your records and as a result they are inaccurate – give the evidence of this – and ask the CRAs to delete the record. Then take those complaints to FOS if the CRAs refuse.
5) to email the FCA, THL’s regulator. The FCA won’t investiogate this, but they will refer it to the group that supervises THL and with any luck THL will hate that…
So email consumer.queries@fca.org.uk and cc it to james@thl-uk.com
Subject: THL not complying with FOS decision (673015)
And give your FOS reference number, the date of the FOS adjudicator decision, attache the decisions and explain how 11 month later they still haven’t done this.
6) phone them up every day and email them every day and be a damned nuisance.
C says
Thanks Sara.
I’ll start first thing tomorrow
Thanks again
neil says
can anyone tell me how long does the Ombudsman usually take to make a decision?
Vanessa says
Hi we are still waiting been two months now! Not even heard thars it’s with a case person yet
Jade says
Thank you I was just reading the info on this site . I’m sure it was given to me as an option of the time of setting up this dmp but it just sounded a lot more daunting than the dmp route.
I also wasn’t aware I would be having a child anytime soon triggering a change of income although it’s tight arm it’s about to get a lot tighter. I was going to ask to go on to a token payment plan which is a £1 per creditor for a year but I am thinking I will certainly ask about the DRO. as the stress of it all is just worrying me sick now . Fed up of living hand to mouth worried what letters are waiting for me from my return to work and worried about who’s going to turn up at the door especially now going on maternity .
Jade says
Can I just ask I have two items on hire purchase one due to end June time and one another 2 years away with perfect home . I am not in arrears with them would I be allowed to keep making them payments and keep the goods or would that be deemed as preferential . As with my dmp I was allowed to keep them on there . Thanks
Sara (Debt Camel) says
Talk to StepChange – HP agreements which are not in arrears are complicated.
Sara (Debt Camel) says
Fed up of living hand to mouth worried what letters are waiting for me from my return to work and worried about who’s going to turn up at the door especially now going on maternity .
exactly – this is a good time to look into your options.
PS enjoy your maternity leave!
Jade says
Yes it seemed as if it was touchy ground with hp’s when setting up my dmp but they said it “should” be ok. I will deffo speak to them as I need to put something else in place regardless for when I finish work in a few weeks as the dmp will just be completely unnafordable .
Thanks for your help! And I certainly will :)
Adam says
Still waiting on a SNC offer sadly sounds like our claims are pretty similar so will be interesting to see what they come back with.
Cel says
I’m waiting on hearing from SNC too, I’ve been waiting 3 and a half weeks. Wish it would hurry up 🙂
Randolph says
Had a new offer of £1500 today with blah, blah about it being partially upheld.
Tempted, but not sure.
S brown says
I have contacted opos, regarding irresponsible lending re my mini credit loan. They say mini credit is in administration. However, it would appear I have no where to go with my complaint and will have to keep paying back the loan to opos.although the charges etc were excessive.feeling confused but not sure I can do much more
John says
Hi Sara
I put a complaint into the fo about Oakham. The adjudicator came back and advised they should refund loans 4-6. They were given two weeks to reply. They have replied today saying they need another 2 weeks which the fo have agreed to. Why is allowed? Do I have any other options other to wait or can I take it via the courts?
Tammy says
Same here with me. The adjudicator upheld mine and gave Oakam two weeks from 06-FEB-2020 and they haven’t got back to them, which should of been by 20-FEB-2020. My adjudicator has been in contact with Oakam to find out what’s going on but still no reply from them. It’s a waiting game I guess
Stevoooo says
Wee question folks. Having had Provident partially agree with adjudicator and wipe over £1300 of a £1500 Ballance and the removal of negative markers on cred file ( what I’m most concerned with) after 6 week’s they haven’t done this… I called them but was advised it will be another “14 days” till they can do this….my question is, I’ve agreed to pay the O/S balance at £20pm starting next week, would it be advised to pay this or call them and advice that I’m withholding payment until they uphold their end of the terms that were agreed vis FOS?
Scamper says
Can anyone answer how MyJar would appear on a bank statement.
Waiting for a response, but they are looking into it, but just in case I need to double check details, was wondering how it would appear on a statement.
Many thanks.
Charlie says
Hi Scamper.
It showed as ‘MyJar’ on my bank statements so I would have thought it would show up the same on yours.
Peter North says
Thanks for all the help on this site was disappointing with wonga accepted claim 500 still waiting on around £20
Had success with places for people £150 written off and today I had a final response from H&T
They said they didn’t uphold my complaint however still refunded interest on 3 loans
£1547.46
Amanda a says
Hi Sara, after my complaint with amigos I received a decision from them saying the time I had taken out the loans I could afford it!! Has they done credit checks .. they never asked for proof of my earnings .. the case is closed even tho they stated i had a conversation with them stating I could no longer afford the repayments due to reduced hours in work .. any advice on what to do would be great .. many thanks
Sara (Debt Camel) says
You need to send the complaint to the ombudsman. 90% of the cases are being won at the Ombudsman!
What is your guarantor’s financial position like?
Paul says
Hi Sara
I was looking for some advice regarding Sunny. They rejected my claim last year so I went to the adjucator who contacted Sunny saying they believe they should pay back loans 6-15. Sunny came back and offered me refunds on loans 13-15 which I rejected. My case has been sat in a que with the ombudsman since October last year. Sunny have now contacted the adjudicator this week to say they would like to increase their offer to refund interest on loans to 12-15. I find it strange that they have come back with a better offer some 5 months later. Do you think I should hold out for ombudsman which if they rule in my favour would be an extra £400 interest plus the 8%, loans are from 2015/16. I am also concerned that Sunny may go into administration while waiting for ombudsman decision (I was due refund fro QQ 1 week before they went through).
Regards
Paul
Sara (Debt Camel) says
Have you asked your adjudicator how long this will be?
Pau says
Yes they said probably looking some time in April, just concerned in case Sunny go through like QQ and I lose it all. I would just like to add Sara how grateful I am to you and this site you have created. Myself like many others I am sure would have been to embarrassed to have contacted 3rd party companies to explain how we got ourselves into this situation of borrowing from these people. My story is I earn decent money but after an expensive divorce and having to continue a large mortgage on my own given to me by Northen Rock back in 2007. I found no other way (or so I thought) to survive. Since finding this site I have so far had over £3000 refunded to me which has helped pay off other debts and keep my head above water without debt camel I would have drowned and probably lost my house and sanity. So thank you for helping the under dog.
Mick says
Sunny have done the same with me as offered £500 November and came back with £1400 now which I have just accepted as the best offer would be £1800 and could take months.
Lianne says
Hi Paul,
I also rejected the offer from Sunny and sent to ombudsman in October 2019. Last Friday I had a letter from the Ombudsman for loans 3-23 so accepted so now binding by sunny.
They have 4 weeks to contact me with a redress figure and make a payment. 1 week and 2 emails sent still no contact as yet though.
Could be worth holding on.
Thanks
Lianne
Paul says
Great news for you well done, I will definitely hold on👍
Lucie says
Hi,
Has anyone had a successful claim through Money Platform whilst still owing them money? I’ve got a £500 loan out at the moment but it’s going to cripple me paying it back.
Also if you cancel the CPA with the bank does that not straight away affect the loan or should you only do that if you complain?
Thanks