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?
Kat says
Hi I have had some success with the FOS and Cashfloat. The FOS have upheld my complaint and requested that Cashfloat respond by the 6th March. Can I email Cashfloat before then? If I have heard nothing by the 6th do I request that they make the redress payment or are they supposed to be contacting me to arrange this? Thank you!
JA says
Cashfloat have to first agree with your adjudicator first , if they don’t you’d have to go into a queue for an ombudsman to make the final decision.
If they do they will normally contact your adjudicator who will let you know the outcome
Lee says
Thanks Diddy.
I have sent across credit agreements early this morning as I was kindly given a deadline of today by the administrators ( not much time since Friday ) but they didn’t have to look at my case at all so fingers crossed!
The information I am struggling with is the payments I have made as they go back over 7 years and statements are no longer available from the bank.
What information did you need?
I’m hoping they can source all information from their end?
Regards
Lee
Diddy says
That’s great news Lee, the administrators are looking at it. They will be fairly quick in coming back to you. I only had some poorly photocopied statements and didn’t have any proof of the others but they accepted it and will be getting a full refund plus interest which is great.
You kept the credit agreements which is great (I didn’t) so hopefully this will be enough the administrators need and will keep my fingers crossed for you. Make sure you add 8% statutory interest to your claim, I did.
Good luck and hope you get a full refund, it’s just a waiting game now as payments I think are being paid at the end of the month.
Nats says
Hi, can anyone help with the various names “my jar” come up as on bank statements? I used them when they were “txt loan” and “my jar” but am struggling to find them on my old statments.
Thanks
Peter says
Hello I have had 24 loans from 2014 to now with lending stream I put a complaint in and got a final reponce there said they would be refunding me 7 loans a total of 1600 pounds I worked out I pay about 4000 in interest over all of the loans I looked at bank statements and I was overdrawn when some of the loans were issued but these loans havent been refunded is it worth taking to fos to look at thanks
JGR says
I took Lending Stream to FOS as they disagreed they had lent me any loans irresponsibly. They agreed with complaint at adjudicator level with e refund of just over £1K. It only took a couple of weeks from initial complaint sent to the FOS to Lending Stream agreeing with FOS. It depends on how much you need £1600 as you would probably get a lot more with FOS ruling but could take several weeks. Sunny complaints are taking a lot longer, months not weeks, but is a different department in the FOS who are looking at Lending stream.
Ross says
Good morning all,
I’ve had a redress claim rejected by sunny, considering it totals about a dozen loans and every one was rejected…I think they’re just deliberately playing hardball. Can anyone guide me on the procedure for escalating this to the ombudsman?
Leesharratt says
Morning. Having claim a lot of money back. I know that I have paid I lot of tax. The form looks complicated. Do I have to put every lender and work out home much tax i have paid?
Sara (Debt Camel) says
yes. You need to know for each tax year what refunds you received, whether any included 8% interest and whether tax is deducted. Without all these you cannot submit a claim for that tax year
Lee sharratt says
Thank u very much
Nats says
Hi Sara,
Is it too late to complain to the following?
Toothfairy
Capital Finance
Mini Credit
Thanks
Sara (Debt Camel) says
yes. See this page https://debtcamel.co.uk/payday-lender-email-addresses/
Paul says
Mr Lender complaints dept have just called me, I’ve asked them to call me later. Is this normal? Has anyone else had this?
Sara (Debt Camel) says
This seems to be becoming the new norm. If they make you an offer (“We will refund loans 9 and 11”) ask them to put it in writing to you as you prefer not to make decisions on the phone and say you want a complete list of your loans (Amount borrowed, date taken, date repaid, interest and charges added).
They used to be happy to negotiate. Recently the offers seem to be poor and there seems to be less room to get them to improve it. But wait and see what they say to you!
Beth says
Hi Sara
Please can you provide the link again to how to claim, tax back off redress claims?
Many thanks
Sara (Debt Camel) says
Here you go: https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
B says
Hi All,
Just been told by the FOS, that my claim against sunny (elevate) has been partial upheld. I have agreed to a settlement of £500. Elevate have just emailed for my bank details, to make sure they are up to date.
Does anyone know how long they are taking to pay back the agreed the redress amounts? Any expreriences?
Many thanks.
NG says
I got mine back in under 14 days, they only do refund payments on a Friday lunchtime also so I would expect your payment by Friday 13th March
Daniel says
Has anyone been paid out from myjar recently . Just wondering their time scales I know they are advising 10-15 days just seeing where everyone is at lately .
Paul says
Was offered £3.6K accepted on the 25/02, i emailed them on 28/03 to confirm receipt, they replied yesterday confirming receipt.as yet no payment. naturally worrying that they could go the route of wonga & co before I’m paid out.
mk says
Hi, i had an email today to say that MyJar issue refunds in weekly batches in a chronological order that they receive the acceptance.
So I’m guessing they do it weekly payments. But i’ll keep you guys updated when i receive my payment. :)
H says
My LS complaint has today been picked up by an adjudicator. How long does it take? Out of interest…
Dan says
Sent mine on the 07/01/20, adjudicator allocated on 05/02/20, still waiting for adjudicators decision.
Jill says
Hello, I recently complained to the FOS regarding Lending Stream. Disappointed that this has been the response from them- from 2014 onwards I have borrowed from multiple pay day lenders multiple times. Does anyone have any advise on the response here- should I just accept the decision from the adjudicator or is there still a chance that the ombudsman would uphold my complaint?
I had three loans in total from Lending Stream:
1) £400 (taken: 4/5/17 paid: 12/8/17)
2) £300 (taken: 14/10/17 paid: 22/1/18)
3) £250 (taken: 16/2/18 paid: 9/4/18)
Whilst I appreciate the amounts here aren’t huge and I only took three loans out- I am surprised and disappointed by the decision. What would you advise here Sara?
Sara (Debt Camel) says
3 loans cases can be hard to win. In your case there was more than a month’s break between taking loans 1 and 2. And the loan sizes were decreasing each time. It doesn’t look as though you were particularly in trouble. I am not very surprised at the decision.
It’s not impossible that you would get a refund by going to an ombudsman, but it’s not going to be easy.
Shelby says
Hi Sara, please could I have some guidance? cash asap have responded to my affordability complaint, they have rejected the complaint but offered a £50 courtesy payment to close the complaint. Would they offer this if it was a genuine complete no for the complaint? Or are they trying to close the matter so I don’t take this any further? Thanks for your help
Shelby says
I had 3 x loans, I borrowed £105,£177,£199 all take out February, March and then April of 2016. They have also offered to remove the last loan from my file as paid through a dmp. I understand as only 3 x loans the obudsman service probably won’t be able to offer anything. Is it worth negotiating with cash ASAP? I have won my other claims so far with wonga and safety net credit. Thanks
Sara (Debt Camel) says
I doubt you will get more then the goodwill offer they have made.
Leon says
I’ve received offer from uncle buck to reduce the interest on my loan from £450 to £209. I’m currently paying them through stepchange along with other loans. I sent them by bank statement and they said they wouldn’t have lent my money if they had saw all the other short terms loans I had. They said when they looked at my credit file when they issued a loan and they couldn’t see other loans although I had them for a while.
Should I accept this? I originally asked for interest and charges to be dropped along with credit file updated? I’m wondering if this is the best I will get. Should I take it to FoS?
NG says
Hi I have sent an affordability complaint through to CashASAP aka Polar Credit on the 6th January 2020 and got an automated response giving me a ticket number. As of yet I have not received any correspondence from CashASAP and the 8 week period expired yesterday for them to reply. I tried ringing them but just got through to a call centre who said they don’t deal with complaints and advised me to just email them which I have done but only got an automated response back again.
Grateful if anyone could advise me what my next steps are or does anyone have a direct contact in CashASAP I have just been emailing the generic info@cashasap.com
Many Thanks
NG
Sara (Debt Camel) says
Try stephanie@cashasap.co.uk and pavel@apfin.co.uk
Mark says
Hi
I have received my DSAR from Quickquid and have loans totalling over 10k. Do I just keep these? I have applied on affordability to them and have only had DSAR back. Sorry if this is a silly questions.
Sara (Debt Camel) says
They are in administration… you won’t get a response to your complaint for many months. Come back and check on this QQ page https://debtcamel.co.uk/quickquid-casheuronet-administration/ in a couple of months – it is possible you may need to put a claim in on a new page that is being set up., but this may not be needed.
Dan says
So adjudicator upheld loans 2-5 grom satsuma. They missed the deadline to reply and it has now been 8 weeks. HOWEVER with no email from satsuma or FOS i recieved a cheque in the post with my refund and explanation they have made an offer in line with adjudicator recommendation.
Very nice surprise!
Shirley says
Anyone had luck with Morses. Thanks
Sara (Debt Camel) says
best asked on the Home Credit page: https://debtcamel.co.uk/refund-doorstep-loans/
Sara (Debt Camel) says
Well it’s not easy to say what FOS might decide. You were borrowing every month, but the amounts dropped after the second loan, so FOS may say it’s not clear you had a problem,.You may get loan 6 included in the refund. Loan 4 is possible but less likely.
Keeley says
So I put in an affordability claim with Lending Stream on the 20 th January, and today they have emailed me to say that even though they considered my loans affordable they have upheld my claim and offered me £1600. This seems to good to be true. I’ve accepted the refund and now wait and see if I get my money within the 28 days.
A MASSIVE thanks to Sara, without this site I would never have thought to claim any money back.
Rui says
Hi Sara,
I had a SNC account and it was closed down by them a year ago.. nothing is owed but a substantial amount of interest was payed during that period. And snc was granted on a bank account with a maxed out o/draft of 2500.. would a complaint have legs to stand on.. in this case? Thanks in advance
Sara (Debt Camel) says
Yes that sounds like a good case. Send it in and send it to the Ombudsman if SNC don’t make you a reasonable offer. If they offer you X, make sure you ask what the total amount of interest you d was before accepting it. You may not get the full amount back through the Ombudsman, and it’s fine to accept less for a quick resolution. But it’s good to know the facts before you make a decision to accept.
Glen says
Had some wonderful news just dropped into my inbox from SUNNY , they are refunding me £1250.
I never thought anything like this would happen, bank details sent off and 30 days for the money.
On top of Wonga £390, Myjar £300 and Bamboo saving me £4000 in interest this is nearly £5000 I’ve got back.
Thank you so much to this site and Sara for all the advice , I would never have done it, and all these from one email sent to them all.
One left to go 118 money……I’ve a redress from Peachy but I will get pennies as they are in receivership.
I’m so happy today I’m bursting , Sunny we’re agsin very easy to deal with.
Sara (Debt Camel) says
Well done!
Unless you have been informed otherwise by the company, Peachy is NOT in receivership. They are not lending but so far as I know they are currently still assessing complaints and paying redress.
Rui says
Thanks for the your quick response.. would I use the normal template for snc or is there a specific one in this case?
Also have another case with satsuma.. but only 2 loans 1st 800 payed up 2nd 2000 payed couple months and unfortunately defaulted.. do I have chance to claim with them?
In the positive side.. received a piggybank redress offer which at worst will give me closure.. at best 900£ plus depending on the their final dividend..
Also awaiting for sunny and myjar on possible redress offers..
Thanks
Sara (Debt Camel) says
yes use the normal template for SNC. (SNC aren’t strictly speaking payday loans, but the standard template has worked for hundreds of readers so don’t bother with the technicalities, keep it simple!)
Those Satusma loans were very large. It is worth complaining about them even though there were only two, but use the slightly different template over on this page about large loans: https://debtcamel.co.uk/refunds-large-high-cost-loans/
Kevin Martin says
Hi
For years my bank has charged me an overdraft charge for un authorised overdraft uses.
Is this something I can claim for?
Thus has been happening on a monthly basis, roughly £65 per month
Sara (Debt Camel) says
Was your bank aware you had financial problems? I mean apart from charging you every month, did you ever talk to your bank or were you ever refused a loan or anything?
Kevin Martin says
I while back now,I asked for a small over draft to act like a buffer should I need and to help prevent overdraft charges but I was declined.
Sara (Debt Camel) says
do you remember if this was while you were being charged for unauthorised use of overdraft? or before?
Kevin Martin says
Definitely during. It was the reason for me wanting the small overdraft. It was always a DD or card payment that would go out and take me overdrawn. I thought if I had a 100 overdraft I would get charged so much
Sara (Debt Camel) says
I think that is a good reason to complain.
Your complaint is that you were refused a small overdraft but that the bank was happy to carry on charging you a lot more through unauthorised charges. This was not treating you fairly and so breached the FCA’s rules. Ask for a refund of all the charges that they have applied since the point you asked for the overderaft.
Ian says
Had a reponse off peachy, They turned it down flat, despite the number of loans I had. off the FOS with that one…
David says
Sent off 8 complaints all in late January/ early February and had my first reply (a rejection, however) today from H&T. Sent this to FOS at lunchtime today, and when I rang them I got the “no timescale promised, it may take 6+ months” kind of reply I was expecting, but in reality what have people experienced with FOS?
JA says
It really vary’s from case to case from experience, I’ve had cases sent to them and completed within 2months but I also have cases that I am still waiting for an adjudicator to pick up (Sent june 2019 ) . Best thing to do is send the FOS the paperwork they need asap like Bank statements, credit files etc.
Bill says
I first complained in April 2018 to H& has only last week been picked by the FOS,I have mentioned many times on this site re: H&T but to no avail…I do envisage the flood Gates will open soon with complaints piling up against them but hoping they don’t go down the same road as the money shop! Leaving everyone in Limbo!
What I can say is the adjicator has asked H&T for information on the six loans I took out in 2009-10-11 but they playing daft as they have no records of the loans re: the six year thing!!
Good luck
Bill
Lee says
Fingers crossed!
I mentioned the 8% in my email but to be honest I realise my case is last minute and vague so I just asked for a payment of £300 – I’m Certain I’m owed more then this but I don’t know exactly and they stated I must state an amount in £ that I was claiming for.
I have received an email saying that they can now adjudicate my claim and will be in touch, I don’t suppose you know what the next phase is?
How long should I expect to wait before contacting them again?
Is there a contact number to chase thrn on?
Thanks Diddy.
Lee
Diddy says
They will come back fairly quickly, mines took less than 2 weeks 😱 so assume yours will be the same, hopefully.
Next phase is their offer, which I accepted.
It appears they are stating payments by or before 31 March, according to their letter. Would be nice to get beforehand but it’s only a few weeks away…
The whole process has been so smooth and painless (unlike the Wonga debacle!)
Fingers crossed for you Lee, you should hear very shortly…
Ben says
Have you got a template I can send to sunny and Mr lender if I still got a outstanding balance with them? Hopefully get the outstanding interest dropped and a refund back? I have had around 14 loans from sunny in the last 12 months.
Thanks in advance.
Mariam says
Has anyone complained to uncle buck and got a good outcome without having to go to fos. I have recently sent off my template with acknowledgement of my complaint emailed to me today. From everything I have read on here in the past they seem to refuse to agree with almost every complaint . But has anyone actually had a positive outcome with sending just the template.. ?
They won’t be able to contact me on the number they have on record due to that number being no longer in use . And I have seen that some.people have been contacted through a phonecall.
Thanks
MnM says
Hi Mariam
They rang me and upheld my complaint. I didn’t have to take it any further. They refunded me very quickly too.
Good luck with your complaint
Ian says
Hi Mariam,
I had a good response lately, the process took about two weeks and I got an offer for a refund which was very acceptable. paid out 3 working days later. Have to confess they were the easiest ones to deal with.
good luck to you! :)
D says
Sara after 8 months with the FOS Ive won my case against zippa who according to the FOS were being very evasive and awkward.
Ive to be refunded loans 5 and 6 and all notes on my credit file removed.
This is my last one and I’ve won previously against lending stream, safety net, my jar, 118 and now zippa.
Best of luck to the rest of you on here still chasing and thanks to Sara for her hard work and the info on this site.
All the best
Nick says
Anybody know how long my jar take to send the payment I have just accepted £1700
Kee says
hi, put a complaint In with snc end of January, no response as of yet. But I checked my credit report and it now says query. Is that what normally happens? Thanks
S brown says
Got the my jar refund today in my bank account. Almost £2700. So happy. That was 5 working days after acceptance form received. I put a review last night in polite terms on trust pilot. I said I would update once refund received.whether that helped or was a coincidence,who knows
Mk says
I’ve received my refund from myjar today too, I put in my complaint on the 29th of Jan, they sent me an offer on the 24th of February, I sent my acceptance on the 24th as well. they confirmed they received it on the 27th of feb and I got my refund today on the 5th. Thank you again for this website, Sara and everyone’s comments helped me out so much! xxx
E says
I got my My Jar offer last Thursday and signed the form straight away – they e mailed earlier in the week saying they couldn’t verify my bank details so I sent them a screen shot of my details on Tuesday and the money has just dropped into my account. Over 3.5k!
Sara (Debt Camel) says
Sorry everyone, Peachy is now in administration, see their website
JV says
Sara,
I can not thank you enough for this website. I stumbled across it by chance a while ago, pay day loans put me in an awful position, and ruined my credit to the point where i can not get car finance or anything, ive been chipping away at them for a while now im back on my feet, but put in complaints to the ones (sunny mainly) who i paid a lot of interest to over the years. Anyways, ive just had my response after 7 weeks and they offered me £3,000. I have accepted this , and they are also wiping all of these loans from my history. I can not thank you enough, now fingers crossed for a response from 118 and satsuma. Good luck to all with their own issues, how long does a redress payment usually take now ive sent them my details?
Paul says
With longer term high interest loans is the procedure just the same? Had 2long term loans with 118 money
Sara (Debt Camel) says
Much the same but this page https://debtcamel.co.uk/refunds-large-high-cost-loans/ has a better template and more people talking about 118 in the comments below there.
Diddy says
Sara do you know what happens if someone owes money to Peachy but paying through DPP? I assume they will continue to pay until the debt is clear? Asking for a friend, I think she said DPP is due to run for 4 years).
Thanks.
Sara (Debt Camel) says
I will ask a Scottish adviser to reply.
Alan McIntosh says
Hi
Yea proving the money adviser was provided details of this debt when the DPP was set up, it will be paid off during it.
If they are not sure, tell them to contact the Payment Distributor and ask them for a statement as to what debts are being paid with a breakdown as to how much each have been paid.
If there are any refunds paid, then normally the amount outstanding is reduced.
All debts should be cleared when the DPP is complete.
Paul says
So over 2 years since I made my original claim I today received a cheque in the post for £200 from my cmc. They pocketed 400 because my claim value was 600 quid. It’s mixed emotions. I’m glad on one hand that I have 200 quid but on the other I can’t help feel mugged off that these people are taking 400 pound of my money for something I could have easily done myself with a nicely worded email.
Rui says
Paul, Welcome to debtcamel :)
Above all you’ve found closure
Mel says
Peachy loans have just announced they are administration so no refund from them for a long time ! :(
Andy F says
*******
I knew this would happen and this is why the have rode my complaint out to 55 days so far without any response.
Didnt expect to get anything back but i was hoping to claw back some of the £900 they had off me.
See you all in 2 years when we all get 1p in the £ again
Steven says
I put a complaint in a while ago, they advised it would take 8 weeks maximum.
They came back after 8 weeks and 5 days, a week after they announced going into administration but didnt uphold my complaint. Surprised they didnt uphold my complaint as they were giving me multiple loans in one day on multiple occassions.
Not even going to bother going to the ombudsman. After the Wonga fiasco, happy to not be involved in paydays anymore.
Good luck to everyone else!
Phil says
I raised my complaint to Peachy in January, and I got a response today (last day of the 8 weeks) which partially upheld my claim to the value of £700. I’m hoping they are now committed to this and I don’t get pence to the pound given the administration.
M Taylor says
I had same today, I confirmed in writing that I accept. Seems strange to give us written offers when in administration. Do you think we will get this?
Phil says
I phoned Peachy this morning and they confirmed that the actual payment is likely to be a small percentage of what has been offered. As far as they are concerned, they investigated my complaint and advised me of what I would be due under normal circumstances. Now that it’s in administration, it’s not their problem. Very frustrating.
Elaine Jones says
I have one ongoing complaint against Moneyboat. It is in a queue with the Ombudsman since they did not agree with the adjudicators decision to uphold my complaint.
Can anyone tell me if they have had a case where the ombudsman had to make the final decision and if so how long did they have to wait?
Been waiting since last October.
Thanks.
Sab says
Hello,
I have followed this site for a long time but this is the first time I have posted.
I submitted an affordability complaint to lending stream on 24th January using the guidance from this website. I had 22 loans with them over a 2 year period. Today I received their final response saying that they have agreed to partially uphold my complaint. They have agreed to refund interest on loans 13- 22 and refund £1800. The say that they although they think that all the loans are affordable They have decided that loans 13-22 “might not have been a good idea to lend to me” due to the amount of times I had to reloan so this is their attempt to “put things right”
My question is do you think I have a chance for the earlier loans if I refer to FOS, and how long is the wait time? Loans 1-12 equate to around £2000 in interest and fees.
Thanks in advance
Sara (Debt Camel) says
Unless there are any long breaks between the first 12 loans, FOS might typically get a refund from loan 4,5 or 6, depending on how large the loans are.
JS says
Hi Sara,
I sent a complaint (using your template) with myjar on the 18th Feb, but they requested bank statements and more info so sent this to them on the 23rd Feb… when is the 8 weeks from exactly?
TIA
Sara (Debt Camel) says
from 18th Feb. Good luck!
Jamie says
Morning all. I’ve just recived a email from Auden Loans that I took out ages ago. I did put in a affordability complaint yet the declined it now the email states.
This review began from the start of your loan journey, checking our affordability
assessments, and also throughout your journey where we aim to keep you informed
of applicable documents and key information. We also reviewed at the end of the loan,
the information we provided regarding your cost of credit, which could be used by you
for future lending decisions.
Following this review, we have concluded that we could have done things
better. Firstly, we want to say sorry. We are going to refund any interest that you
paid to us along with an additional 8% interest on top. We’ve set out below how
we have calculated your refund which we hope will make things clear.
Anyone received this email yet?
Jamie
Sara (Debt Camel) says
excellent. More lenders should be doing this sort of automatic redress.
Jamie says
Any reason why theyve decided to refund me now Sara?
Sara (Debt Camel) says
probably the FCA told them they had to contact ceratin sorts of customers who had had problems and you were one of them.
Jack says
I originally sent a complain to 118 on the 28th Jan, didnt have any response at all. So i emailed them again yesterday and they responded claiming they have never received an email at all so my original complaint date will begin from yesterday, unless i provide any evidence. How do i go about this Sara please?
Sara (Debt Camel) says
you have a copy of the email in your Sent folder? I suggest you forward that to them and say your complaint goes to FOS 8 weeks from the 28th January unless they have given you a satisfactory response before them.
B says
Has anyone had a redress from Sunny?
If so, how long did they take to pay.
Thankyou
Michelle says
Yes within a week leav a review on trustpilot sometimes speeds it up
Ciaran says
I’ve just had the Ombudsman uphold my adjudicators decision with regards Sunny. Anyone know how long Sunny take to pay out.
Mike says
I had an offer off Sunny on 26 Feb and it was in my bank account today (lunch time). They seem to pay on a Friday afternoon
Keeley says
Typical put my claim into Peachy about a week ago and they have gone into administration:(
I’ve already accepted a refund from a company but still awaiting the payment, what happens if they go into administration before my payout?
Sara (Debt Camel) says
If you have accepted a refund from a firm who goes into administration before paying it, you are an unsecured creditor of the firm and are unlikely to receive the full amount and it may take a very long while.
Simon w says
I had a good offer from myjar today, I used the template on here. I had a total of 11 loans, they refused the first 4 and offered just over 1400 for the rest which I’m accepting. The first 4 loans were only 1 or 200 but the rest were quite large.
I complained 3 and a half weeks ago, received a good offer today and didn’t send any bank statements at all. They say I should have the money withing 3 weeks of receiving my acceptance form.
Litahash says
Hi – I’ve had a few loans with Sunny, I still owe them a small balance but my account has now been sold! Can I still put in an affordability complaint to them?
Sara (Debt Camel) says
Yes you can – the complaint goes to Sunny, not the debt collector.
SN says
Mine was the same. I knew Sunny were doing something about my complaint when the account with the debt collectors disappeared from my Credit Karma report and reappeared as being owed to Sunny.
A week later they marked all the outstanding loans as settled, exactly what they agreed with the adjudicator.
Holly D says
I submitted an affordability complaint to Sunny on 20th February. I was checking Credit Karma today and noticed under the ‘Hard Searches’ section of my Credit Report that there was no record of Sunny having carried any credit searches. Does this mean that they used another credit agency or, indeed, that they did not carry out credit checks?
Thank you Sara for all the advice and support
Wendy says
Do satsuma make any offers or do most people end up going to fos?
Uncle buck gave me a good will gesture today of £250 it’s only small but I had 2 small loans with them so quite happy with the result
Thanks to a great site thank you
S Brown says
Has anyone made a complaint to vanquis bank regarding their credit card. They are refusing to entertain my complaint because it is over seven years since they issued the card. However, I didn’t know I could submit an affordability complaint until last year. Not sure whether to pursue with FoS or if they will say the same. Any advice anyone?
Sara (Debt Camel) says
What is your complaint about? did they increase your credit record within the last 6 years?
S Brown says
My complaint is affordability, in that they shouldn’t have given me the card in the first place. They didn’t increase my credit limit since I got the card. When I took the card, I had lots of payday loans but obviously that will be impossible to prove as I don’t have my credit record from that time or my bank statements
chris says
Hi all
Just want to thank this page i have followed for a while and decided to try the template with myjar about 3 weeks ago and today they agreed and are refunding me £8300, me and my family can now go on a holiday we have been waiting years to go on… it doesnt cost anything to have a try!
Melissa says
Re Peachy
I put in an affordability claim with them at the end of January whilst still owing them money. They have frozen my account for 60 days whilst they look into my complaint. I was proposing to send them a reduced offer of monthly payments to commence after the 60 days but what happens now they’re in administration. Do I still need to make an offer to pay?
I’m loathe to do so in case they keep taking my money then uphold my complaint to only receive pence in the pound of my refund.
They’ve not given me a response re the complaint as yet.
Kat says
Hey Melissa, I am in the exact same boat as you. Sent my complaint end of Jan and had the 2 month freeze. I’m reluctant to pay the rest now due to what happened with Wonga and receive pennies. My credit rating has never been good and not going to be for a long time yet, so have just given up caring about improving that now. My next payment will be the 1st April, so I was just going to wait and see if they do actually reply (8 weeks is up on the 28th this month) If not, I guess I will probably follow what most people will do on here!
Melissa says
Mine is frozen until 5th April but I’ve cancelled the CPA in any case as I don’t want them just whipping payments out, I want to agree an affordable amount with them but as I say it’s scary to do so, if I end up paying them back the £750 I owe in total with interest and then they decide I’m due £500 back, for instance, of which I’ll only get a token amount.
I still owed WDA when they went under, likewise Wonga and they cleared the balances so I’d hope maybe peachy would do the same?
Cazza says
I emailed them with an offer to clear mine which they have negotiated with. I basically offered to pay just the capital, however, they offered to remove all future interest (not the interest I have already paid) and remove any negative credit file reporting.
Sonya Hawley says
Hi guys
Has anyone had any dealing with The Money Shop? They have responded to me today saying I need to log my complaint on their portal but with a reference number. However I haven’t received a reference. Has anyone experienced this? Delay tactic? Thanks guys xxx
Sara (Debt Camel) says
You should have been sent an email. Have you checked your spam folder? Have you changed your email address? You need to talk to them about this as you need to get your claim in before April 9th.
See https://debtcamel.co.uk/money-shop-to-close-two-million-customers-will-be-informed/#What_if_I_dont_get_a_letter_or_email_from_ICL_can_I_still_make_a_Claim and that page is the best place for questions.
Luke says
Hi there would just like to say thank you for this website. I followed all the advice you gave about taking sunny Elevate credit to financial ombudsman back in September. They found in my favour in January and I finally received my redress of over £600 the other day. They took abit of coaxing after offering the redress but did eventually give me a date and they stuck to it. It’s a great help and will really help my finances out and get me out of the payday loan downward spiral. Thanks again. Great informative website
Luke says
Hi,
I would like to ask for an advise. I contacted MR Lender (sent a complaint) regarding my loans. I see I got similar reply to most of people here.
They agreed to upheld complaint for last 3 loans, but I think there is no reason why more of them shouldn’t be upheld. I wonder whether it’s worth to go to FOS if it takes so much time.
I attach a table with loans from 2015 (I had from 2012 but smaller amounts and more than 6 years so not worth to go there).
Year YearMonth Transaction Date Transaction Description Credit Amount
2019 2019/04 04/04/2019 MR LENDER £600.00
2018 2018/10 19/10/2018 MR LENDER £200.00
2018 2018/05 03/05/2018 MRLENDER.COM £500.00
2017 2017/08 21/08/2017 MRLENDER.COM £600.00
2017 2017/06 06/06/2017 MRLENDER.COM £700.00
2017 2017/01 18/01/2017 MRLENDER.COM £300.00
2016 2016/10 17/10/2016 MRLENDER.COM £800.00
2016 2016/06 21/06/2016 MRLENDER.COM £250.00
2015 2015/11 16/11/2015 MRLENDER.COM £500.00
Mr Lender only agreed to upheld complaint for last 3 loans from 03/05/2018 = £827
Is there a chance to win more with FOS? the total interest would be £2435.
Thank you.
Sara (Debt Camel) says
How long were the terms of the loans? What matters here is how long the “gaps” are between you repaying loan 1 and taking loan 2, between repaying loan 2 to taking loan 3 etc.
Also did you have a lot of loans in 2012?
Luke says
Hi,
You can see the gaps above – there are dates and for last 3 loans there were “repayment” gaps of around 5 months, the same for previous years so don’t know why they upheld only the last 3 – just such a move I guess and decision is on my side.
I had few more loans from 2012 till 2015 but it would be only around £300 in interest so not worth to go there because the mention it’s more than 6 years etc.
Not sure what else I can reply to them to convince to upheld more loans without going to FOS. I sent details about other loans I had during that time + credit scores etc.
Thank you.
Sara (Debt Camel) says
I can only see the start dates, not the date the loan was repaid on. Thats why I asked how long the loans lasted. If they were all 1 month loans, that is a pretty fractured pattern of lending.
Luke says
There were all multi month loans – around 4-5 months, then I was taking another one.
Sara (Debt Camel) says
ok so there weren’t any gaps between repaying one and taking out the next one? As soon as you repaid one you borrowed again?
In that case you may well get a refund from FOS either from the 4th, 5th or 6th loan. Depending on what your credit record would have showed – were you getting deeper into debt with other lenders? And you would also get 8% statutory interest added if you went to FOS.
You could suggest to Mr Lender that you would be happy to compromise on a refund from loan 5?