Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or you still owe money.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable just because you repaid it?
No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to solve a short-term problem. If you kept repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints.
A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Everyday lonas, Likely Loans/Finio, Reevo, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems:] My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- if you weren’t treated fairly while you were borrowing or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- your borrowing didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- some loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an instalment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. When you aren’t sure, send the complaint to FOS. This is free and easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2018, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2024 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your TransUnion Statutory credit report
- if you dont have the credit agreements, FOS will get them from the lender.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender FOS will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
Don’t use a claims management company. They are expensive and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
William says
What’s everyone’s experience with 247 since they went under? I had my complaint acknowledged 6 weeks ago and it’s the one of the several I’ve made that I’m most confident on. 6 loans, all back to back (loan 3 was taken out the day loan 2 was actually paid off) and last loan went to a default.
I know there’s 8 weeks which is fine, but with companies then like in admiration does it drag on even longer?
Sara (Debt Camel) says
yes, it may well be 6 or even 12 months before this is resolved. the 8 week target no longer exists and you cannot send a complaint to the ombudsman any more. Are you making payments to the last loan?
William says
I haven’t borrowed from them for 2 years, all sorted apaid thelast one off. Its just I want them off my credit file more than anything else.
Jade says
Just had my complaint held up by myjar a few “missing loans” because of the data excuse all though they magically have some information for loans taken out prior to that. But just want to thank you it’s not a large redress only £135 but I also have had an outstanding balance of £134 wiped off additional to that so that’s one less debt in my name out of a long long list. Please does anyone know typically how long they have been taking for the refund to hit accounts lately . Thanks again Sara!
JA says
I believe they can take up to 10 working days, I had my payment made on a friday
Anthony says
Hi Sara
Just like to say thank you for the great job you’ve done I am so happy I found this site. My question is from 2017-2019 I was caught in a pay day loan spiral I dont have a overdrafr and my bank was charging me witht unarranged fees which has totalled to £1000s I feel they should have recognised that i was struggling financially to cope with these lenders and the interest yet they still charged me fees on top . I’m with Yorkshire bank would I get anywhere with a complaint ? Thanks
Sara (Debt Camel) says
Did you ever tell your bank you had problems?
Are you making complaints to the payday lenders? It sounds as though you have now stopped borrowing from them?
Anthony says
I never told my bank I had any problems I just accepted it , and yes I’ve made numerous complaints from 26/01/2020 and had my first redress from my jar. The rest are in the ‘8 week waiting period’ I am still paying lenders off through a DMP at the moment . Just thought there might be some form of complaint for my bank because the unarranged fees effectively helped contribute towards entering into a DMP. Is it worth me complaining about a refund or some sort of compensation for the added problems it caused me ?
Sara (Debt Camel) says
Well you could try, but if you didn’t tell your bank you had problems I doubt thus will be easy. Why didn’t you ask for an overdraft? If you asked and were refused, then you would have a better claim…
Lee says
Hi Sara
Just wondered if worth sending to ombudsman my loans with my jar were as follows:10/02/16 £100 paid back £108,
19/02/16 £150 paid back £162
12/03/16. £150 paid back £215
19/05/16 £200 paid back &400 with no real gaps In between and I also had 4 other payday loans on the go and 3 credit union accounts I was paying back. Any help much appreciated
Sara (Debt Camel) says
You may get a refind on the 4th loan. The loans were small but they were going up in size. Have you told myjar you would settle for a refund on the last loan?
Jade says
Mine were smaller than that and I just got my settlement offer today of £135 and the outstanding balance of 134 wiped off although it would be statue barred in a few months now they are taking it off my credit file which is obviously more positive I haven’t had to push for fos as I am happy with the outcome but i . Would definitely go ahead in your circumstance. Thing is you just never know when these companies will fold so it’s best to put forward your affordability complaints now.
Gh says
The Ombudsman upheld my complaint with Mr Lender. My redress amount is £1800. The company has asked for my bank details to send payment.
Has anyone else had there claim upheld my the Ombudsman or directly though Mr Lender? If so how long did you have to wait for payment?
Jane Y says
Gh I have had my final offer letter today. I am trying to decide whether to go to FOS as they are saying I had 1 loan older than 6 years. I asked for 2 others to be included which were in 2015 but they wont budge.
Did you have the same experience? What information do the FOS ask for as much internet banking wont let me download statements that far back.
Jane Y
Sara (Debt Camel) says
you did have 1 loan older than 6 years, but you aren’t going to get a refund on that one in any circumstances, so you just tell FOS that you had the loan but you don’t want a refund, you just want it taken into account when considering the later loans for a refund.
Your bank will be able to provide statements back to 2015. Phone them up and ask.
Gh says
Mr Lender refused my claim so went to the Ombudsman, the adjudicator upheld my claim and Mr Lender still refused to uphold it so it went to the Ombudsman who agreed with the adjudicator. So now they have to pay £1800.
The company has asked for bank details to pay but was wondering from others how long payment took
Akram says
I negotiated direct with Mr Lender and money was in my account within two days!
Cazza says
To Lending Stream accepted the decision of the FOS so the 28 day count down starts, however, doesn’t anyone know whether they tie in paying out with settling existing loans with the settlement money or will they settle the loans and then still make us wait?
Sara (Debt Camel) says
are your defaulted loans with them? or sold to a debt collector? if a debt collector, have you paid anything to these loans?
Cazza says
It was purely last months payment so they are settling the two loans with £640 of the payment and sending the £1650 balance to me?
Sara (Debt Camel) says
ok then that shouldn’t slow things down. If the loan had been sold to a debt collector, they have to work out what has happened to it which takes. time.
Nick says
Didn’t your offer from lending stream include settling the existing loans & then repaying you any remaining balance? Mine did… the amount I am waiting to be repaid to me will have the existing balance already deducted… I will stop making any further repayments (I have a payment due on Friday but I won’t pay it). My redress is due around 20th March.
Sara (Debt Camel) says
definitely don’t pay anything after a settlement agreement! or they have to go back and rework the amounts to refund the money you have just paid…
Akram says
Hi guys,
I heard back from uncle buck and negotiated a settlement with them on the phone. I calculated I was due around £1.6k and accepted their offer of £1,066. Uncle buck is the second lender that I have had a successful claim with and both negotiated over the phone. Myjar, piggybank and safe loans all rejected my claims. I’m still waiting to hear back from h&t, cash Converters, thl, moneyboat, ferrantum, lending stream, 247moneybox, the money shop, quickquid. The last three are in administration so not holding my breadth on them! Cash Converters stands to be my biggest claim, I had 64 loans in 6 years plus a personal loan. Paid £5.7k in interest so will be interesting to see what they offer.
Wendy says
Uncle buck last week said over the phone then email they wouldn’t up hold my complaint but said if I sent in my bank statements which showed I had other loans they would look again,which I did I just wondered if anyone else had the same and then they up held any complaints? Thanks Sara such a helpful and fantastic site
rachael says
I had the exact same phone call- sent my bank statements and just waiting for final response
Anon says
Hi all,
I received this randomly yesterday from SNC (4 week mark) for anyone else who’s waiting, they have said they hope to come back with a final response before the 8 weeks.. so fingers crossed!
Rach says
Hi guys,
has anyone had success with safety net credit?
Ive just sent my affordability complaint to them so i will keep you all posted.
Worked out they have had 3000 pound interest off me in the past 2 years.
They take full amount owed out my bank every month meaning i have no option but to borrow again from them almost immediatly in order to pay my bills every month! What started off as a 200 pound loan has quickly spiralled into me paying them 900 pound a month. Nearly 200 just in interest – EVERY month!
Dennis says
I put my complaint in to SNC on 28th Jan and received my offer yesterday. They said my complaint had merit and they’ve agreed to repay over £800 in interest but I still owed them £500 which will be deducted so I’ll receive just over £350. They asked me to confirm bank details and if I accept the offer. They’ll also wipe negative notes from my credit file
Charlie says
Hi
I have sent the acceptance form to MyJar. Does anyone know if they respond to say they’ve received it?.. I’m concerned as they say they pay out up to 28 days after they have it..
Thanks
Charlie
Karen H says
Hi Charlie,
I recently had a big payout from Myjar. They told me they would pay out within 10 to 15 working days. They didn’t & were ignoring my emails too. Someone on here advised putting a review on trust pilot which I did & for immediate response & paid the next day. Hope this helps.
Mk says
Hi, I sent in an affordability complaint, they agreed to a settlement figure of £2k and I accepted. I sent through the signed form but have heard no response. I’ve chased it up and stuff, but was wondering if anyone else had heard anything from them in the last few days about their refund?
P.s Thank you Sara for this website, I would never have complained if I had not found this. xxx
Jade says
Has anyone told snc they won’t be accepting their offer with an explanation as to why and although the initial email states it’s their final response have they come back and offered anything else before escalation to fos?!
Sarah says
I chanced upon your site after getting the emails from Wonga about the redress claims and had no idea that it was possible to claim. Back around 2007 myself and hubby were both working casual contracts and got into all sorts of issues with multiple payday loans to survive and pay off existing ones. I have today sent in complaints to Provident, Greenwoods, H&T, Herbert Brown, Txtloan, Uncle Buck, 1 Month Loan and Quick Quid. I know we had more, but I no longer have any records. My two questions are, on some of the loans I paid a rollover fee each month rather than pay off the capital, so will these be treated as one loan rather than new loans? Also I don’t have the same bank account I was using then and have no access to bank statements to get info, will this be an issue also? Thank you so much for this site as it’s been invaluable.
I have received an email back from Uncle Buck with the subject changed to an agreement number and it was a generic mail to say they’ll reply within 3 days. Is this normal for them? Again with them we had to post cheques to them which they either cashed or we rolled over, so do these type of loans still count?
Lisa Clifton says
Hi
My Jar have just emailed me stating they have received my settlement form, I sent it on the 19th Jan. Money should be in the bank 10 – 15 days, from the date they received the form.
Hope this helps
Lisa
Stephen Westrip says
Does having a complaint upheld by one lender make the case against another lender more compelling, assuming it is for the same time period?
Pete says
Hi Sara,
I’ve recently become aware that the firm claims management firm who submitted my claims against Wonga etc is not the firm I signed up with. They told me when I queried how they had got my details and personal data tat they were the same firm and had re-branded but having done a bit of digging it appears this is absolutely not the case. Is this common practice or even legal for that matter?
Also, when a lender promises to remove negative credit history, is this meant to include ‘closed account’ information?
Many thanks in advance,
Pete
JV says
Hi all,
Ive currently got 2 cases in with Sunny and Satsuma, on or before the 16th of april i am due to get my response from them. I have what i believe are very strong cases in with them, especially Sunny who i had loans spanning over 4/5 years with, consistently, paying over 5k in interest. As positive as i am trying to be, i have no doubt in my mind they will most likely refuse my claim, and ill have to take it further. How long does it usually take to sort once you take it to the ombudsman for their decision, this past 6 week through resolver seems like 6 year!
Darren says
Just had a reply from provident regarding 3 loans, 1st 100, second 900 and third 100. Within 10 days of sending the complaint I have had a reply upholding my complaint and getting the full interest back. I had to send 3 months bank statements from the 900 loan in a reply 5 days in.
So not sure if I’m the anomoly, but provident have been the best one for me.
Steffy says
Hi Sara
After waiting 15 weeks I finally have my reply from Satsuma, they have upheld a loan from 2016 which has meant my current loans are now fully paid off which is great and waiting for a check for £56. My question is, back in November 2018 I took out a loan for £1000 and then a few weeks later a further £100 as I was desperate, I asked them to consider this loan as part of my complaint and sent them bank statements but they have not upheld it despite in February 2019 (3 months after I took the loan) I had to set up a payment arrangement for £70 (instead of £166) and £16.60 (original payment for smaller loan). I have tried to negotiate but unfortunately they won’t budge and said that they don’t consider bank statements as they used the information available to them at the time of applying, is it worth escalating to FOS to have the last 2 loans included? I have paid approx £1100 in interest for both. Thanks!
Sara (Debt Camel) says
Yes – they were large loans with that much interest
Tracey says
What is the difference between an adjudicator and an investigator in the FOS?
Elaine Jones says
I have been successful in quite a lot of companies and just waiting on two more cases.
Firstly, am still waiting for an adjudicator for company called Fund Ourselves or Welendus since June last year. Have rang FOS several times but still just say its awaiting an adjudicator.
Secondly, an adjudicator upheld my complaint with Moneyboat but they disagreed so now waiting in a queue for an ombudsman to look at, been waiting since October last year. Anyone else had dealings with Moneyboat? How long have people waited for an ombudsman to make the final decision? Hoping they won’t go under before it’s looked at.
Mark says
Hi
I have just lodged a complaint against Moneyboat. They have emailed me asking me for bank statements at the time of the loan and warning me that if the information that I supplied at the time was incorrect, it can be seen as fraud? The info was correct so I have nothing to worry about. Is this just a standard email and should I provide my bank statements?
Sara (Debt Camel) says
yeah, they are routinely unpleasant to everyone!
Mark says
Hi Sara
Can you help please. If using many payday loan companies over many years to fund a gambling problem do you know if they will take this into consideration and consider a claim based on this? Or will they throw it out?
Sara (Debt Camel) says
Lots of people with a gambling problem have won these complaints. See https://debtcamel.co.uk/gambling-payday-loan-refunds/ which looks at this topic.
Steve says
Hi Sara
Have you heard of a company called Hitachi Capital
and if so,are they a loan company you can make an affordability claim against?
I took out a £3000 loan with them when I was in the middle of the payday loan cycle and it’s been hard ever since to keep afloat paying back all the debts.
Sara (Debt Camel) says
the affordability rules apply to ALL lenders. Use the template on this page https://debtcamel.co.uk/refunds-large-high-cost-loans/ to complain about Hitachi.
Rui says
Hi Sara,
First time posting.. great site and genuine thank-you for all your dedication..
After the wonga chapter.. unfortunately I’m in debt with most payday companies and will now start sending out emails to all of them..
Was wondering if you could clarify the following..
When sending in these complaints using your templates will one need to send further info identifying yourself or will the lender identify you by your email address?
Is there any information on peachy’s situation as they are now acting as brokers and not providing loans?
Once again 5 star Sara! Will be posting my claim outcomes..
Andy F says
They have made a slapdash change to their website saying they are a broker but other parts of their website say they loan directly.
I get the feeling they are soon to go under too. I’ve had a complaint raised with them since 12th Jan and they are riding it out to the last day possible to respond (7th March).
They have communicated sweet F A since i raised the complaint other than a standard email within 24 hours of it being raised asking for bank statements and pay slips. Im chasing them for about £900 + interest of un-affordable loans and to be honest if they offer a reasonable portion of that i think im going to accept before they go under. I have a feeling though they will refuse anything, ill be going to the ombudsman and they will go into administration meaning i get next to nothing again.
I feel they are delaying the inevitable collapse and holding onto as much money as possible.
Laviniu says
Hi everyone I just sent a complaint to Safetynet credit after I had a chat with them in the phone and explained my situation and after a expenditure form done on the form they said I am left with -£458 after paying everything I have.
They said that they will freeze my interest and want me to pay £10/month for 3 months after this 3 months I should get in contact with them otherwise my account will go on default.
However I am not in arrears with them now they said even if I pay the £10/month I will fall into arrears as the minimum payment is £23,62.
I had my account with them for about an year and I used the whole balance every month, usually paid on I terest between £70-100 a month.
Even I was using full balance every mo th they kept on increasing my balance every 4 months.
Hopefully after sending them the complaint I will be able to get something or atleast they will write off my debt with them(£523)
They are not able to see my bank account or take any payments at their will anymore as I canceled all that.
Kind regards
Paul says
That’s where SNC don’t have a leg to stand on. They require access to your online. Banking and that can see exactly what state your finances are in, what you are spending and even what other loan company’s you are using. If they say they didn’t then that’s gross negligence on their part. Most people who use them are probably stuck in an overdraft as well which I was when using them for years and they still lent to me and offered credit increases. They will answer for it!
E says
I logged my complaint with My Jar on 01/02/20, I have not sent my bank statements however have received a settlement offer today of over £3,700!! I had done my sums and this is pretty much what I thought i was entitled to! I am so delighted and this will really help me break the PDL spiral! I would never have done this if it wasn’t for this site so cannot thank you enough!
Karl says
I sent an affordability to sunny, using the basic template nearly 3 weeks ago, is it worth sending a follow up email saying which loans I think shouldn’t have been given to me and how much I think I should get back?
Sara (Debt Camel) says
No, they won’t pay any attention, you just have to wait.
Joe says
Hi, I have emailed a couple of payday loans that I had with the template email. The only responses I have got so far is my downloadable data/loan agreements etc. Do I need to do anything or just wait? It doesn’t mention anything on the emails about ongoing investigation etc, just says along the lines of ‘thankyou for your data request, please find attached, etc’ that’s it. Thanks in advance for help.
Sara (Debt Camel) says
That’s normal. They have 8 weeks to reply to your complaint and you can’t speed them up.
Melissa says
I cannot stress enough for people to keep an eye on your spam folder. This morning, I was looking for a hobbycraft coupon I accidentally deleted and I noticed I had a reply from Safety Credit….
Would also like to note I’m pretty impressed by their response time! Even if gmail thought it was spam!!!
We are writing in response to your complaint received on the 5th February 2020. The basis of your complaint is that we should not have lent to you as you could not afford to repay.
Having investigated your claim fully it is our view that your complaint is valid.
In circumstances where the Financial Ombudsman Service finds in favour of the complainant they normally propose that a full redress of interest plus an 8% statutory interest repayment is made to the customer, with the principal outstanding balance being deducted from this amount.
As you do not have an outstanding balance this will leave an amount of £74.43 payable directly to you. Any adverse markers on your credit file in respect of this account will be removed.
Paul says
There times really do vary. I have been borrowing off them over a number of years and have had countless loans. Paid nearly 6k in interest in the last 15 months alone. I put my complaint in on jan 29th and they have told me I’ll have to wait the full 8 weeks for a decision. I’m hoping the fact they need the 8 weeks is because they have to check so many of my loans. Congrats though
Josh says
Hi there,
I had a redress offer from sunny which I wasn’t really happy with as it was only a refund of 25 of my loans when I had 50 in total but I accepted their offer as I was worried about administration as 2 complaints prior already fell into administration after offering me full redress so I was wondering if I can open a new case to claim for the other loans I had with sunny? Or once you accept an offer you can not go back?
Thanks
Josh
S Brown says
If your complaint was about 50 loans I think you can only complain once unless you are complaining for a different reason. I understand your fears re administration, worrying about the same re myjar but not heard they are in trouble but you just don’t know.
Josh says
Ok thanks for that, well I would have escalated it and be more like £5500 but I accepted £2900 as Piggybank offered £5000 and moneybox £1700 before they fell into administration just before Christmas so I did not want that again!!!
My jar I have a case with too and is referred to fos where the first adjudicator agreed with my claim. I will add was based a lot on gambling transactions, I thought it would hinder but it has helped my case.
MYJAR and still refusing and asked to be handed to the mbusman again for a final decision so hoping I get that sorted out before any administration that’s for sure but I have heard nothing of MYJAR collapsing. They should be doing better with so many competitors out the way.
S Brown says
I’ve been offered and accepted £2660 from myjar which will greatly help pay off some debts. Until it reaches my bank account I am wary of getting too excited but they say 10-15 working days for the transfer. Fingers crossed. Thanks again to Sara, as without these webpages I would not have even thought to go to complain.
Paul says
Hey had an offer of £3600 from Myjar on Tuesday, sent the form back straight away now have everything crossed it goes into the bank 😬
Jen says
Thank you tor this site Sara. You have helped so much.
At the end of last year, I had redresses from SNC, Sunny and MyJar using your template. They were very quick and efficient.
Mr Lender disagreed in July, so sent to FOS immediately. Adjudicator looked at it and said it should be upheld in December, Mr Lender disagreed and now in queue with Ombudsman, still hasn’t been assigned to anyone. The long wait is frustrating and just hoping they don’t go under before a decision is made.
Sarah says
Hi, could someone help me. I have put in redress claims with Wonga, My Jar, sunny and Uncle Buck. I have more to do! All from around the same dates. Wonga and My jar have upheld the complaints, I’ve not heard from sunny yet! Uncle buck have called me to say that as far as they are concerned the loans were affordable and as I paid 2 of them back early and they called me to confirm my income and expenditure they are not upholding my claim. They have offered £100 as good will.
My question is why are they offering good will payment If they have done nothing wrong! And also as I had other loans at that time should I provide them details of these and reject their good will? Thanks
Sarah says
HI Sara, there were 4 loans totalling £1500, interest paid was £750. All 4 consecutive, either taken out the day the last one paid or couple of days later! Some were paid early so I could borrow more!
I paid £438 on last one and repaid them all in full.
Thanks
Sara (Debt Camel) says
So you could go back to them and say you would be happy to settle for having the interest on the last loan repaid, as that is what you think FOS will say as there were no gaps between your loans.
But the reason they offered a goodwill gestture is because they hope you would agree to it AND it’s isn’t definite that FOS would say to refund the last loan. It’s pretty common with 4 loan cases but there is some level of risk that FOS would not uphold your complaint.
Hj says
Hello,
I complained to fernovo 22 days ago and I still haven’t had a response. Has anyone had any experiences with them ?
Mike_p says
They took the full 8 weeks to reject my complaint. I’ve had responses from other lenders at unusual times, 11:00 at night on the final day and luchtime on boxing day when the deadline was the 27th, which tends to suggest they write them in advance and just delay delivery.
Donna says
Hi I was wondering if anyone has been in similar situation to me. I had my complaint rejected by Sunny end of last year. Adjudicator picked up my case in January and gave me his decision early Feb. He was writing to Sunny and giving them two weeks to respond, the deadline being 21st Feb. That date has been and gone and I’ve had no update from my adjudicator, despite me emailing him twice to politely ask what is happening. Anyone else had this happen and should I just carry on waiting??
Alex says
Hi Sara,
I had put through two complaints to the FOS, one for Unclebuck and one for moneyboat. 2 loans for each lenders. Both loans take exactly on the same that dates. As for uncleck, the adjudicator upheld the case on my favour and moneybot against me. The adjudicator said that the reason was the fact that moneyboat did not do a full credit check and they could not see my financial situation and they are not forced by law… As for unclebuck they have request of r the final decision by the FOS, I personally do not agree about moneyboat adjudicator desicion and after speaking to her I told her that I was the FOS final decision….. Do you have any experience about moneyboat?
Alex says
Unclebuck 600 and 400.
Moneyboat 600 and 1200.
400 and 1200 are outstanding and paying them with a DMP.
Sara (Debt Camel) says
Those Moneyboat loans were large, these one very large. I suggest you go back and argue that the loans were so large it is unfair of them not to have looked fully at your situation and that it would have been proportionate to have checked your credit record for the 600 loan and to have asked for bank statements or otherwise verified your expenses for the 1200 loan.
If the adjudicator won’t change their mind ask for your case to go to an Ombudsman.
Marie says
Hi Sara
My question is a bit out there, but is it possible to complain to three and o2 and argue about affordability for a phone contract?
I’ve been in a payday loan cycle for over 5 years and when I could no longer borrow from loan companies, I took out two phone contracts each with three and o2 so I could sell the phones to pay off my debts and now I’m struggling to pay the monthly bills from them. I had defaulted on some of the payments for the first contract I took out with both, before they let me take out a second contract with them, would that support my case that it was obvious I had financial issues but they still approved the second contract anyway?
I know it was crazy and really irresponsible, but I was so desperate at the time, any advice would be much appreciated.
Thanks
Sara (Debt Camel) says
Have a look at the paperwork, Does it say these are Consumer Credit Act agreements? What was the interest rate?
If you haven’t paid any interest BUT interest was added so it is now in the balance, winning an affordability complaint would get the interested deleted.
If there is no interest included, there is no point in this sort of complaint.
Marie says
Hi Sara
I took out a loan with loans2go for £250 last year, but I didn’t realise until after they sent the money, that it was an 18 month contract and would have to pay £1080 back to them.
It was really foolish to still go ahead with the loan, but I was desperate at the time. I’ve paid them back over £500, but the early settlement offer I have is for over £400. How can this be right?!
Am I likely to get a complaint upheld by an ombudsman when it was for just one loan and I only had to pay £57 a month back?
Thanks
Sara (Debt Camel) says
Yes! People are winning one loan complaints against L2G for these horrible loans – see this article about them: https://debtcamel.co.uk/worst-loan-in-britain/
Sarah Perring says
Good morning
Good news I hope for me I sent my details to FOS adjudicator after lending stream denied the claims
Yesterday e mail form FOS saying lending stream have upheld all 24 out of 30 loans and will be expecting fingers crossed a five figure sum
Now it’s just a waiting game anyone have any idea lending stream take to pay out please
Many thanks
Luucy says
I got paid on day 21 by Lending Stream.
Paul says
does anyone have the complaints email address for Mr Lender please. not very forthcoming on their website.
Sara (Debt Camel) says
they are now being difficult and trying to stop people complaining by email You could use the form on their contact page – if you do, take a screen shot and then email it to yourself – that way you have a record of your complaint and when you sent it.
Or try customer.services@mrlender.co.uk – I am not sure if they have switched off all their email addresses yet. Put COMPLAINT as the subject.
RS says
I have been in contact with them this week and they emailed me. The email address was complaints@mrlender.com however when I received a letter in the post from them it said to contact them either by the ‘contact us’ form on their website or by telephone.
Rui says
Hi Sara,
Just got a reply back from myjar to my complaint.
They have not sent me a listing of all my loan info as requested and instead sent me a lengthy email requesting bank statements, payslips and any other information relating to my circumstances at the time of the loans.. they do mention they will still investigate without this..
At the time of the loans I was self employed so pay slips dont count here.. I must have taken 5/6 loans over the last 3/4 years using more then one bank account.. I would spend day and night with statements..
Should I just ask them to send the list of loans and leave the rest in their hands? How will this affect their decision? After all when lending the money they did not ask for payslips or bank statements..
Appreciate any advice.. thank you
Sara (Debt Camel) says
I suggest you reply that when they send you the details of your loans you will be in a better position to supply them with the relevant bank statements but you are self employed and have no payslips.
Sara (Debt Camel) says
Were the two loans they are offering to repay the last two loans?
T Thomas says
Hi *Sara,
Yes loans 7&8
Consecutive months:
nov 100
dec 400
jan 200
feb 200
feb 50
mar 200
mar 100
mar 200
Thankyou,
T
Kate says
I have had a little success – well hopefully I have. I complained to Capital One re their credit builder cards which has really high interest. They allowed me to take 2 cards over a couple of years. The first card was a relatively small amount and as I had several other “credit builder” cards and payday loans, I struggled and withdrew cash regularly which took me over my credit limit and therefore incurred huge amounts of interest as well as negatively impacting my credit file. They then gave me a 2nd card will starting limit of £750 which increased and i used this card the same way as the first…..was awful….used inheritance to get me out of the cycle.
I complained to Capital One and they of course rejected my complaint. Sent it to the FOS and the adjudicator sided with Capital One. I asked for it to be looked at by an Ombudsman and totally forgot about it until yesterday when i received a letter from FOS partially upholding my complaint. They are asking Capital One to refund all interest and charges from card 2 as well as 8% stat int and £100 for the way I have been treated – just goes to show you dont need to take no for an answer……just waiting to see if Capital One will agree and do as Ombudsman has said…..fingers crossed xx
Sara (Debt Camel) says
thanks for the update – that sounds promising!
Piggy says
Any ideas on H & T pawnbrokers, I was accepted for a £500 loan over 6 months last August online, the rate seemed reasonable so I was going to use this to consolidate other small debts. I had to go into the store to verify everything and after a wait I was given the money but over 24 months, not what I was expecting and didn’t realise the interest was more than the loan itself.
Andy says
Any one having any luck with satsuma mine is with the adjudicator still waiting for business file
Chris the Fist says
Hi Andy,
I have had a complaint in since September, Satsuma are massively behind. Take ages to do anything, however after my case got sent to Ombudsman queue, Satsuma finally replied last week agreeing with Adjudicator and i’m expecting my payment sent out by cheque today.
So I’d hang in there but expect a substantial wait
Cj says
Rach, I was the same started off with 400 within 5 months went to 1000..snc did not uphold my complaint sonj sent to fos. The adjudicator upheld my affordability complaint from 2 months after I opened the account..fos asked for them to return all.jnterest and fees etc with 8% ..they gave them til today to answer which they haven’t done..so not sure what happens now really
Cj says
Sara does snc normally agree with adjudicator ?
Chris says
Adjudicator has just upheld loans 6-24 from Lending stream. I still owed money, and minus interest a payout of around £500 is expected once principle amounts outstanding are paid. It will also remove a CCJ (hopefully) and all adverse information on my credit report.
Hoping for LS to agree with adjudicator now!
Thanks Sara
Wendy says
Hi Sara ,I sent off quite a few emails about irresponsible lending with most of them sending an email back with the normal thanking me for there email and they will be looking into it,but wizz loan didn’t send anything do you think I should send it again or just wait till the 8 weeks are up?
Thank u for helping us all
Mike says
Has anyone successfully requested that a Pay Day Lender blocks future borrowing? Today is the first time I’m free of their loans in years. I just don’t want the temptation in future. Thanks.
Sara (Debt Camel) says
one thing you can do is sign up to Cifas protective registration. Annoyingly this costs £25 for 2 years… {nb not 325 – that was a typo!) https://www.cifas.org.uk/services/identity-protection/protective-registration.
This is meant for people who are worried about identity theft. the way it works is, if you apply for any credit (not just payday loans) the lender will see your Cifas flag and should contact you by letter to confirm that it really was you who applied for the loan. This delays you getting credit by a few days – often enough time for someone to change their mind and realise they don’t want that loan after all. But this doesn’t harm your credit score and shouldn’t stop you getting credit you do want, it just makes it all less instant.
Paul Murphy says
Yes. I asked Quidie & Quid Market to block any further borrowing. They agreed to block any further borrowing after 1 loan from either
Nick says
Out of curiosity has sunny ever agreed with the adjudicator or has everyone found they need to send on to the ombudsman? Thanks in advance
Dave S says
Hi Sara, I recently got screwed over by Wonga with a £230 payout from a 5K redress. I am currently paying pounds to pocket £260 a month for an outstanding loan. Knowing that they have gone into administration and that I won’t see my money back after the fat cats have had their cut I am very tempted to stop payments to P2P. My loans with them have been back to back so should be due something. It frustrates me knowing that I’m still being robbed and I want to stop payments but I’m worried about the legality of the payment contract if I stop payment. Can you help?
M says
Sunny agreed with the decision of the adjudicator in my complaint. I had 8 back to back loans over a period of 2 months. I would pay the loan off early and then re-borrow immediately. Final loan defaulted and sold to a 3rd party debt collector.
No compensation was due, however, all negative reporting and defaults (including third party default) removed from my credit report. Took just over 6 months from complaining to Sunny to credit report being updated.
Nats says
Hi,
Does anyone know who think finance are?
mdunlopgt2 says
I believe that is a previous name of Sunny – found an ASA judgement against them
https://www.asa.org.uk/rulings/think-finance-uk-ltd-a14-263077.html
N says
Mr Lender people, Is it worth trying to negotiate with them? They have offered a £20 Amazon gift card….
Lucie says
Hi Sara,
Just looking for some advice please.
I’ve currently got some outstanding PDL’s and quite frankly the repayments are crippling me. Can i put an affordability complaint in whilst i still owe money?
Also if i cancel the CPA will the loan not automatically default and go to a debt collector?
Thanks for all the help on this website.
Iain123 says
If you’ve had a payday loan refund please keep chasing them to remove these loans from your credit file. I received this email today from Elevate/Sunny regarding some loans they didn’t remove from my file.
Dear Mr …Thank you for your email. It appears the loans removed related to the original offer presented to you, however due to a later offer that was then accepted, loans 2-7 were also due to be removed from your credit file and this has not been completed in error. Please accept my apologies, I have sent an urgent request today and these should be removed by the end of the week, within 14 days at the very latest depending on the Credit Reference Agencies timescales. Again, I am extremely sorry for all the confusion and hope this is resolved for you as quickly as possible.
Akram says
Hi guys,
I had my 3rd success on Friday, this time with H&t. They said they did not uphold my complaint but offered me £1.3k as full and final settlement of my complaint. I worked I was due around £2k, so I accepted to save time with fos.
Thl came back to me on Friday as well and offered £100 as token of goodwill. I rejected the offer and asked if it was their final offer as if it was I’ll send to fos.
Andy F says
Day 52 of 56 with Peachy and still no response. I have a feeling they will reject the claim for £900 plus interest on day 56 and ill be in it for the long haul with the FOS.
Anyone had any joy with peachy with any claims? If ao it would be interesting to know what timeframes and responses they gave.
JGR says
I received £1600 from Peachy, it did take almost all of the allocated 8 weeks for a response but I did not have to escalate to the FOS. They were the only company who agreed with my complaint on almost all loans, they disagreed with 3 loans but for the waiting time with FOS I took the money to close the issue. Guess it depends what they offer when you receive reply, good luck!
Mel says
They have just gone bust :(