Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or you still owe money.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable just because you repaid it?
No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to solve a short-term problem. If you kept repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints.
A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam, Safetynet Credit, Tappily:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Likely Loans, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems:] My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- if you weren’t treated fairly while you were borrowing or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- your borrowing didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- your loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an installment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. When you aren’t sure, send the complaint to FOS. This is easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2016, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2022 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your TransUnion Statutory credit report
- a copy of the credit agreements for the loans if you have them. If you don’t, don’t worry, FOS will get them from the lender.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender they will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
Don’t use a claims management company. They are expensive and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
J S says
Satsuma!
Ombudsman made decision in my favour on 22 July. Still waiting on them agreeing/disagreeing with decision. I chased up Ombudsman about 1 month ago and they were giving them a further 2 weeks to reply.
Anyone else been waiting so long for Satsuma?
Katy says
Been waiting a ridiculous length of time for both the ombudsman and satsuma – I have chased and chased the FOS as they seem to give satsuma as much time as they like. Lasted update from them was that satsuma hadn’t responded to their findings by the given date so some other department has been advised to chase them – FOS have found in my favour but won’t hold my breath for anything to happen any time soon
J S says
Hi Katy, only just seen your reply.
I found the email address for Provident Financial CEO and emailed him directly.
Got an email back today saying the team were looking into the complaint.
Just happy to at least get an acknowledgement from them. If I don’t hear in 1 week, I’ll just keep emailing him until its resolved.
I mean, I doubt he will even look at the emails, sure it’ll be his PA or something but…
Malcolm.lemay@providentfinancial.com
Katy says
Hi,
Thank you for this – going to get all my dates etc sorted and email this guy – see if I get any sort of acknowledgement
J S says
Hi Katy. Got a reply from Satsuma via FOS today. Complaint settled.
Not sure if its a coincidence or not but my email to the CEO seems to have worked.
Good luck.
B says
Hi Sara
Even though sunny are in admistration, should they still be maintaining credit files? I settled a loan with them In FEBRUARY that is still showing as open on my credit file. I contacted them in March to ask why it hadn’t been updated and was told it had been requested but had likely missed trans unions update window and should expect to see it settled in 30-90 days (Don’t think that time is at all acceptable but wasn’t anything I could do) it’s now nearly October and its still showing as open and I’m getting really frustrated now. Can they even do this? is it legal?
Sara (Debt Camel) says
Go back and say you will report them to the ICO for a breach of GDPR as they are reporting inaccurate information to a credit reference agency.
Pee says
That’s a good one. 👍
ernestkola says
Hey sara .. hope you are ok? Pls just quick question ..l want to make a irresponsible lending for Halifax overdraft.. is that very hard to win pls?
Sara (Debt Camel) says
They aren’t easy. How large is the overdraft and has it been increased?
ernestkola says
£2000.. increased like 4 time
Sara (Debt Camel) says
So read https://debtcamel.co.uk/refunds-catalogue-credit-card/. These aren’t easy complaints to win but if you think you have A case, give it a go.
Kat says
Hi Sara, just a quick question..the FOS have rejected my claim again Satsuma and when I said I didn’t accept this they said that lenders do not have to check my credit score. Is this correct?This was my second loan with them…
Loan 1 £800 May 2018 repaid early after Amigo loan taken out
Loan 2 taken out November 2019 £1000 at this point I had 3 guarantor loans and numerous payday loans.
Thank you!
Sara (Debt Camel) says
Was this rejected by an adjudicator or n Ombudsman?
Ruth says
Is it normally difficult to get the adjudicator to escalate the case to the ombudsman?
I disagreed with the adjudicators decision and below is what happened since then
28/08/20 Requested my case to be passed to the ombudsman
09/09/20 Adjudicator emailed a load of spiel and asked if I am sure about ombudsman
09/09/20 I replied saying that I appreciate their time but ‘Yes, as requested on 28th August, I would like you to refer my case to an ombudsman.’
21/09/20 Adjudicator has again emailed saying that 118 are not in the wrong and asked if I am sure about ombudsman
(My case is 3 loans £3500 each over a short period of time and over £35k of debt on credit file)
Why will the adjudicator not do as I ask and is there anything I can do about this?
Sara (Debt Camel) says
This isn’t normal. I suggest you phone up and say you want to complain that your adjudicator won’t send your case to the Ombudsman.
Ruth says
Thanks Sara, will do that.
Very frustrating as such a long wait and now they have set me another month behind by not passing it on.
Pete says
Hi Sara,
I made a DSAR and an affordability claim against Mr Lender and today they dismissed my claim so I am going to appeal to the FOS.
Mr Lender lent me 3 sums of £700, £1,000 and £1,000 within 6 months of each other = and loan 2 was granted the day after loan 1 was settled, which seems pretty clear that I was borrowing more because I couldn’t afford the repayment of loan 1.
there were missed payments and deferrals on both loans 1&2, and loan 3 was defaulted after I had paid about £500.
In the affordability section, I had declared outgoings estimates of £2,530 against a net salary of £2,900, and the monthly repayments took that up to £2,660 -so 92% of my income
They sent a 3 page final decision by post (refused to email it), and maintained they had been responsible in their lending, even though I had multiple high interest loans open at the time (with lots of late payments) and many credit accounts opened within 6 months.
They said as a gesture they would waive the interest on loan 3 and ‘only’ require I pay the remainder of the principal.
I think that even loans one and two should be classed as unaffordable, because of the reasons I explain above and the fact that they were quite large sums.
Do you think I have a case for redress of all 3?
Also – they sent their final decision before they complied with my DSAR which I founf very odd. Is it?
thanks again.
Pete
Sara (Debt Camel) says
I think you are unlikely get the first loan refunded at FOS, although it’s possible, but may well win the second loan.
Mr Lender will sometimes negotiate – if you would be happy with a refund on loans 2 & 3 I suggest you phone them up and say this. Point out the large amount and the missed payments in loans 1 meant they should have checked more closely.
Complaint processing and SAR processing are often totally seperate, it doesn’t seem that odd that the SAR arrives after.
Peter says
Thanks Sara. The problem is that the bulk of the potential interest redress is tied up in the first loan because I settled the second one early (albeit with borrowed money), so if I don’t get that one back then I will still owe for the principal of loan 3, which is money I don’t have.
If you really don’t think I have a case for getting loan 1 refunded do you think they might agree to just wipe the existing debt on loan 3 and call it quits? I’d like to get the default off my credit file if poss.
I don’t have any money at all to pay them, so perhaps if I tell them that they will take a pragmatic view and just get the complaint off their desks?
Is it better to call them rather than email for this?
Sara (Debt Camel) says
So what interest did you pay on loan 2? And what are they offering to reduce your balance to?
Do you gave An email address for them? They are one of the lenders that trues to make things as difficult as possible for you to email them.
Peter says
Loan 1 £700 granted 10/05/17 closed 23/10/17 total repaid £1,318
Loan 2 £1,000 granted 24/10/17 closed 21/11/17 total repaid £1,218
Loan 3 £1,000 granted 06/03/18 closed 31/05/18 total repaid £525 (defaulted)
They are offering to reduce the balance to £475 which is just the principal on loan 3.
I just have the complants@mrlender.co.uk email
Sara (Debt Camel) says
So getting the £218 from loan 2 off the balance would be a reasonable improvement.
There is no downside to asking Mr L to include the second loan and remove the default on the third – if they say No you just go to FOS. They aren’t offering you any cash so there is nothing to lose.
You can push harder if you want and say that FOS is very likely to include the second loan , may include the first and anyway yoh are in no position to make even a token payment (enclose an income & expenditure sheet to prove that) so if they don’t wipe the last laon you are Going to FOS. But at a guess Mr L is less likely to agree. Up to you.
You can try that email but it may not get a response.
Peter says
thought I’d just update you on this.
Mr Lender agreed to wipe the balance and call it quits which I was happy with all things said
Sara (Debt Camel) says
Good result!
Peter says
Hi Sara,
I have received an email from Lantern UK chasing a balance of £1,046 they say relates to a debt owed to Wage Day Advance, who went bust.
I told them that I wouldn’t be paying it as the loans were unaffordable and asked them to write it off, which they said no to but offered a 50% discount. I can’t pay anything anyway as I am now unemployed, but I am wondering what I can do and legally what powers they have to recover the debt (given that the lender no longer exists)
I have no idea what the sum relates to or whether I have had multiple loans in the past with WDA or just 1 and can’t login to the site.
Thanks
Sara (Debt Camel) says
Any idea when these loans were? Do you have other problem debt you can’t pay now and/or which you may have been ignoring?
Peter says
Since 2015 but aside from that I have no idea.
I have loads of debt I have ignored, but have recently started trying to find out what I owe and what I might not have to pay. I can’t pay anything now.
I have made affordability complaints with lots of companies.
Thanks
Sara (Debt Camel) says
Roughly how much debt? Who are the lenders? Do you expect your financial position will improve?
Peter Keppie says
It actually isn’t as bad as I was fearing because thanks to your site I’ve had a lot written off by high cost lenders.
It’s £6.5k to HSBC (now with a debt collector who have offered to knock £1.5k off), £1.5k to Barclaycard (also with a debt collector), and other with high cost lenders probably totalling another £2k but I’m trying to get most of them written off.
My financial position isn’t going to improve any time soon, but I think my debt is actually below £10k which I’m delighted and slightly surprised by. I thought it was far far more than that and that I had no option but bankruptcy.
I can’t pay that WDA debt, but even if I could I don’t want to given that they aren’t trading now. Interestingly, I can’t find that debt anywhere on my Transunion or Equifax credit reports – either in the name of WDA or ‘lantern’
Tom says
Hi Sara/all,
I am currently in the process of awaiting responses from several companies regarding unaffordable loans.
However, I actually began this process in a panic in Dec 2019/Jan 2020 and many of the companies did not respond, however, Lending Stream did respond, not upholding my complaint, although, in the state I was in at the time, I did not see the response.
Recently I complained to Lending Stream, they did not respond within the 8 week timeframe, so I sent it to FOS and they responded telling me they cannot do anything as it is outside the 6 month timeframe for me to respond.
Is there anything I can say that may help my case? Does anyone have any examples of when FOS have been able to disregard this deadline?
Thanks,
Tom
Pee says
Tom. There is no way that the onbudsman will break the 6 month rule. Absolutely not. Sorry to be the bearer of bad news. Lots of people tried in the past. But no joy.
Sara (Debt Camel) says
Well it is possible eg if you have been seriously ill, or in prison, or sectioned, or looking after a partner/child who is seriously ill. But it is unusual and you have to have a very good reason.
Tom says
Thanks both, was certainly worth asking the question, but never mind.
Thanks,
Tom
Marc says
HI Sara,
I am also currently in communication with 4 companies regarding unaffordable loans.
3 of them have said they are investigating so just waiting to hear back now.
However, one of the companies (Myjar) has requested the following:
-Bank statements (at the time/s you took out your loan/s with us showing the below data)
Bank name and logo/Account holder’s name/Account number/sort code
-Pay slips (at the time/s you took out your loan/s with us)
-Any additional information relating to your financial circumstances (at the time/s you took out your loan/s with us)
I read your guidance in regards to these requests, but just wondered how it would affect me or the claim if I wasn’t to provide this info? Would the FOS look down on it?
The loans were from about 2011-2013 so currently do not have access to the statements or bank slips from then, nor do I remember the specific dates of loans. I have requested an SAR which would hopefully give me this. Should the question of affordability not be determined by whatever checks/info they recieved at time of making a decision to lend? I I understand I would need to provide my bank statements for FOS so would try hard to get them.
Many thanks in advance.
Marc
Sara (Debt Camel) says
Roughly how many loans did you have from Myjar?
You may be more likely to have Myjar uphold you Case if you provide bank statements.
You need to be asking for those bank statements now. Don’t wait.
Do you have other evidence about the loans, eg emails?
Marc says
I had around 12 loans with them in all, spread over the course of a few years. I do not have anything like emails, as from memory when a loan was approved I was only ever sent text messages to confirm this. Do I need to provide them with the full years bank statements, with all other transactions?
Matt says
Hi Marc,
I complained to MyJar and got asked for the same information. My loans were more recent so i was able to supply them with bank statements. Didn’t provide payslips as my statements showed my pay going in. I had a final response within 3 weeks of officially complaining upholding my complaint and refund was in my account within a further 2/3 days.
If you can find and supply statements it definitely seems worth it.
Marc says
Hi Matt,
Thank you for this. I am going to call the bank today to see if I can get the historic bank statements at least. Did you just provide the starements from the month you took out each loan, or full years?
Thanks for your help
Matt says
Hi Marc,
I sent them statements from the 2 months prior to each loan. Was actually suprised by how quick it was all resolved after sending them the statements.
Marc says
This is helpful thank you Matt. Didn’t want to send them years worth of statements. I must admit they have been quite good in terms of communication, so hopefully my matter can be resolved quickly too.
Abc says
Hi Marc
I was recently asked the same by Myjar, but I said that I didnt want to provide them with any more personal data and if my complaint was not upheld that I would provide the fos with anything that was needed. I had 4 loans alltogether, My claim was upheld and the whole proccess from making the claim to getting the refund in my account was just 5 weeks, much better than the rest in terms of speedy resolution.
ernestkola says
MYJAR ask me bank statements aswell but l reply to them by saying.. why don’t you ask me the bank statement when l took out the loans and why you asking me now. That am to going to provide any statement. And 2days after my email l got refund £1450
Peter says
Has anyone had any luck getting responses from Quidmarket? I don’t think my emails are being received and the phone numbe on their site is now obsolete.
Who are the administrators and how do you contact them? I have made an affordability request and DSAR and have had no response whatsoever.
SK says
I didn’t know they were in administration? Are you sure?
Mike says
I have a payday complaint that’s gone to the FCA as we’ve had no response or acknowledgement from the company in 10 weeks despite chasing.
They’ve asked for bank statements to help. When I’ve looked 2/5 months I’m down to a minus in my statements. But the others I do have a small
Excess of cash now I’m concerned this will go against me.
I was really bad with money at the time and borrowing to keep myself afloat and pay credit card bills of £400/300 a month. So now I think I’ll lose.
I have a statement from citizens advice a month or so later who were helping me with debts of incomings/outgoings. Should I include that too?
Sara (Debt Camel) says
Yes you can send that to FOS too.
What is your current financial situation?
Sara (Debt Camel) says
If it has been 8 weeks send the case to the Ombudsman.
Peter says
Hi Sara, I certainly wasn’t ‘scaremongering’ when I said that I thought Quidmarket were in admin – it turns out it was Quickquid that has gone under and I made an easily made mistake.
However…I tried to call them earlier having received an auto response email and the number has been disconnected.
That doesn’t look great in my eyes?
Sara (Debt Camel) says
I agree it doesn’t look good but talk yo the Ombudsman.
Ruth says
Hello,
My case is now been allocated to the Ombudsman from Adjudicator after company rejected their decision…how long until I should receive the Final decision? TIA
Sara (Debt Camel) says
It depends how complicated it is and if the Ombudsman needs to ask questions. I suggest you enquire about progress in a month.
Kelly says
Hi All,
I just wondered if anyone had any luck with Cash converters loans? I’ve sent of affordability complaint 3 weeks ago still awaiting confirmation off the complaint.
Regards
Kelly
Pee says
Kelly. I claimed and they upheld it without having to go to FO. I accepted their offer. Mine was irresponsible lending complaint.
Sara (Debt Camel) says
There is no difference in an affordability complaint and an irresponsible lending complaint in these cases.
Kelly says
Thank you for the replies, did it take long for CC to respond??
Pee says
They took about 3 weeks which surprised me. Once I accepted it was 2 weeks till I had my redress.
At the time I don’t think there was much of a backlog with CC as not many people trying to get refunds/redress from CC as not many people knew you could fromthst type of loan company. Good luck with yours.
Kelly says
Thank you :)
Georgina says
Hi Sara,
You’ve been absolutely amazing helping me with some other affordability/irresponsible lending claims and have helped me claim back approx £24k so far from Amigo & Provident.
I also complained to Satsuma but they didn’t uphold my complaint so I sent it over to FOS, I’ve just had my response from FOS now who have said both the loans I had with satsuma should not have been lent to me and that they should refund me all interest plus the 8%.
Could you possibly give me an idea as to what I can expect to receive from them please?
Loan 1 was £500 interest £496taken out on 5/8/2017 and paid off 24/8/2018
Loan 2 was £1000 interest £992 taken out 17/9/2017 and paid off 15/10/18
Thank you so much for all your help with everything, this has completely changed my families lives.
Sara (Debt Camel) says
That is very good news – I hope Satsuma accept the adjudicator decision. You know how much interest you paid on each of these loans? So you should be refunded that plus some 8% interest. Which would ptrobably be a bit over £200.
Georgina says
Thankyou Sara, I thought it was but I wasn’t 100% sure how to work it out.
I did give them the option to settle without FOS like they did with my Provident complaint but they declined so I’ll just wait and see what they decide. I’ve asked Neil Iveson to pass over to the relevant person to deal with for me so I’ll just sit tight for now :)
Andy says
Absolutely fantastic news , after a long long long wait , satsuma have agreed with the adjudicator to refund me loans 1 and 3-18 loans In line with what the adjudicator said ! Biggest lender by far and will be the biggest refund I’ve recieved by far ! They now have 6 weeks to calculate and give me a breakdown of what I am going to receive .
RS says
Can I enquire if Satsuma responded to the adjudicator by the timescales requested. I am in a similar position where the adjudicator has advised loans 5-13 should be refunded and have given them until 9th October to either agree or provide further information as to why not.
PM says
Hi Andy, how long did you have to wait for a response from your Adjudicator? My complaint was picked up 7 months ago and they are still awaiting further information from Satsuma…
Tom says
Hi Sara,
Just a quick question. I have a complaint with the Ombudsman regarding Satsuma – as it relates to two ‘open’ loans, I am keen to get it resolved sooner rather than later.
I submitted the complaint on 3 July and heard back requesting information on 11 August, with a deadline to do so by 25 August. I had already supplied all of the information that they had requested.
I have heard nothing since, and have sent two emails asking for an update, both of which have been ignored.
I was wondering what you think is a reasonable timescale and if there is anything I can do to speed things up.
I had another FOS complaint regarding MyJar which was dealt with much more rapidly.
Any advice appreciated! Thanks
Sara (Debt Camel) says
are the repayments affordable?
Tom says
They weren’t (and are both in default) but Satsuma agreed to put a 56 day hold on collection activities whilst the matter went to the Ombudsman. That 56 days is now up (albeit I haven’t yet heard from them) and I have told the Ombudsman the same.
Sara (Debt Camel) says
do you have other problem debts as well?
Tom says
I have other debts, but they are up to date at the moment. The majority of my historic issue debts I have been able to deal with thanks to your excellent website!
Sara (Debt Camel) says
ok, well if they have already defaulted, not much more bad can happen! Satsuma aren’t going to do anything crazy like take you to court. If thye sell the debt, so what, most debt collectors are nicer to deal with than payday lenders.
Peter says
I made an affordability complaint to Evergreen Finance T/A Moneyboat about irresponsible lending in relation to the following 3 loans that they gave me in the space of 6 months between September 2017 – April 2018: The final one being for £1,000 that defaulted and they registered a CCJ against me only 5 months after I defaulted!
They rejected my complaint and refused to withdraw the CCJ.
They sent me the ‘credit check’ that they supposedly undertook, and from the very data they provided they could see that I was in £18,000 worth of debt, had opened up to 15 credit accounts in the 6 months prior to granting me the loans, had been 2 months behind in credit payments, and had made 69 credit applications – and applied for this loan less than 2 weeks after repaying my previous loan off of £870.12.
At the time of applying for the third loan, I was in a huge amount of debt and had missed payments and made late payments, including to them on previous loans. I did repay the previous loans before the due date, but that was only to try and save on their huge interest rates, and I had to borrow more money from other sources in order to repay them.
In their Final Response they made a reference to my above average salary at the time, so surely they should have questioned why I would need to borrow large amounts of money frequently at such high interest rates. I answered all the questions as accurately as I could at the time of applying, but they weren’t comprehensive questions and didn’t take into account payday loans and other short term credit commitments, instead focusing on a monthly perspective.
They also made threats to report any irregularities as fraud, and seem to place the blame on the borrower for not being able to afford the repayments.
They also made a big thing about the fact that I had originally applied for a loan of £1,400 not £1,000, which showed how responsible they were in lending me less than I requested – even though the monthly repayments were broadly the same for the two loans.
Sara (Debt Camel) says
Sounds like a case to send straight to the Ombudsman. Moneyboat often make accusations that people may have committed fraud – nothing ever happens when a case goes to FOS.
In the FOS complaint form it asks How would you like the business to put things right for you?. Say you would like a refund of interest and the CCJ set aside.
Peter says
I have already sent it to the Ombudsman, I was just venting really and was wondering if anyone else had experienced similar from them.
They also made big thing about only opening in 2015 which was after the FCA came down on payday loan companies, as if that gave them a pass to do as they pleased.
PF says
Hi Peter, i had a very similar complaint with Moneyboat and had loan 3 of 3 upheld by an Adjudicator – all my loans were in 2015 and i too recived a CCJ. After Moneyboat accepted the Adjudicator decision and paid out the amount owed – i did have to keep pushing and reminding them to have the CCJ set aside.
It took about 4 months for me to receive notification that the CCJ had been set aside.
Hope this helps.
PF
Kelly says
I received the following from cash converters today?? Would you advise I send to the FOS??
Thanks in advance
Dear Kelly
Thank you for your email ,reviewing your account we can evidence that you borrowed £600 in total and repaid £460.00 . You have an outstanding capital balance of £140.00 , therefore you have not paid any interest and a complaint will not be logged . Please see summary of your account below.
Sara (Debt Camel) says
did they tell you you had the right to take the complaint to the Financial Ombudsman?
is the only loan you had from them? If it is, they are correct that you can’t get a refund as you haven’t paid interest, but if they agree the loan was unaffordable then they should remove the interest so you only have £140 left to pay – I guess the current balance is rather more than that!
Kelly says
No mention of the FOS, I had 4 loans in total.
Customer:
Barlow, Kelly
Freq.:Monthly Customer No: 248996 Repay Day:28
Loan Date. Loan Amt. Loan No. Repay. No. Trans Date Repayment Status
07 Apr 2015 £100.00 1 1 28 Apr 2015 £116.80 Paid
06 May 2015 £100.00 2 1 30 May 2015 £119.20 Paid
11 Jun 2015 £200.00 3 1 26 Jun 2015 £224.00 Paid
29 Jun 2015 £200.00 4 1 28 Jul 2015 £246.40 DeclinedR
29 Jun 2015 £200.00 4 1 20 Aug 2015 £61.60 DeclinedR
17 Sep 2015 £246.40 DeclinedR
Sara (Debt Camel) says
That shows three loans. Is there a 4th one that still has a balance, How much did you borrwo, how much have you paid to it, what is the balance.
Kelly says
The 4th loan is the 29th June for £200 cc tried to take the money on 28th July 2015 amount being £200 originally borrowed and £46.40 interest but my card declined so I feel there’s an outstanding balance of £246.40
Sara (Debt Camel) says
Are you being chased for this balance? If not, you could simply ask them to confimr that you don’t owe them any money and no debt has been sold to a debt collector.
Kelly says
I don’t recall receiving anything, i will message to see what they say, thanks.
Paul says
Hi,
This is a great forum and has been very helpful through my claims with different Payday loan companies, most successfully upholding my redress claims either directly or through the FOS.
I know alot of people will share my disbelief that some companies have gone into Administration and therefore claim amounts have shrunk to a small percentage of the original agreed claim amount. I know the FSCS doesn’t cover these types of loans, but I know there are enough people effected by this, who need a voice and help from the government to claim back money they are owed. The amounts I am talking about for myself could be life changing in these uncertain times!
Is anyone aware of any schemes that do cover us for this, or petitions/campaigns I can join to raise this and see if we can all work together to get the right result, as I just see other payday companies taking the easy way out and going into Administration and our money disappearing!
Any thoughts/ideas/help appreciated.
Thanks
Paul
Sara (Debt Camel) says
My best suggestion is to contact your MP. A petition was started about Wonga and got absolutely nowhere.
Peter says
The guy from Moneyboat that has been dealing with my complaint has been incredibly abrasive and unhelpful. I am trying to get a CCJ removed and he rejected my complaint so I have had to go to the Ombudsman. Is there a ‘rule of thumb’ timescale for complaints to be looked at? This is the only CCJ I have and I am a bit gutted looking at other people’s stories of waiting up to 18 months because I won’t be able to get any credit until this is removed.
I even offered to forego the redress that they owe me (if my complaint is successful) if they would remove the CCJ and he still said no, which seemed totally unfair.
I was so annoyed that I actually looked the guy up on Linkedin, and when I did I saw that in his last job he had worked for the Financial Ombudsman Service for 6 years as an adjudicator!! Do you think that may impact their decision?
Sara (Debt Camel) says
Timescales are all over the place at the moment.
I really doubt that the fact he previously worked for FOS will make any difference!
Sally says
First of all would like to thank Sara ,
2 months ago I had no idea that there is anything such as affordability claim .
In July 2020 , I decided to try my luck , not expecting anything .
My loans were as follows
247moneybox Multiple loans for £4000 in total over last 5 years
Unclebuck Multiple loans for £1700 in total over last 5 years
Lending stream Multiple loans for £7000 in total over last 5 years
Satsuma Multiple loans for £6000 in total over last 2 years
Mr lender Multiple loans for £3500 in total over last 3 years
Evanquis credit card £1200
Aqua card £2400
Quick quid Multiple loans for £2400
118118money Multiple loans for £6000 over last 3 years
Myjar Multiple loans for £2000 over last 5 years
Sunny Multiple loans for £2000 over last 3 years
Amigo loan 10,000 loan for last 2 years
Car cash point – log book loan 3 loans over last 2 years .
Ferratum 3 loans of £1200 For last 2 years
Safety net credit £2500 since 3 years
Sally says
After finding out I decided to complain against all this companies using the templet on debtcamel
Within 3 days I recieved an offer from safety net credit ,
Offering a redress of £500 after my balance cleared to zero, I was surprised at how quick they were and started believing.And the money was in my bank in 3 hours after accepting the offer.
6 weeks down the complains I recieved a full refund of my interest plus 8% from ferratum. Money in bank writhing 24 hours .
7 weeks I had 3 rejections
Amigo loans And 118118money And carcashpoint rejected My claim and hence already in the que for ombudsman .
5 days until 8 weeks will be up , today recieved a offer from satsuma , I had a balance over £3900 to repay and with the redress offer I still had £800 to pay satsuma , but as a goodwill gesture they have offered to write of the balance .
Slowly chipping away at my debts and glad I decided to make affordability claims .
I used the template on here but used resolver
Thanks Sara , will update in future as to any more updates
Dave L says
Well just had some more positive news after a few emails and after it had been escalated to the ombudsman, Satsuma loans found in my favour today and as a result have had interest refunded on all five loans from them. I still had two balances outstanding but after they’re cleared, am getting a cheque for over £300 back to me
Dave L says
Even better I had the cheque come through today for my redress so can’t complain at all
cr says
How long should I give Amigo to reply? I am trying to help my son. The irresponsible lending letter has been sent. My son has been struggling to pay rent and council tax while paying Amigo £360 a month, The was a payment holiday due to coviD 19 but the next Amigo payment is due in a few weeks and if he pays them, he will be unable to pay his rent.
I would appreciate any advice.
Sara (Debt Camel) says
When was the complaint sent?
did your son just have 1 three month payment holiday?
who is the guarantor and what is their financial position now? And what was it like when the loan was taken out – could the guarantor really have afforded to make all the repayments to this loan and still pay their own bills, debts and living expenses?
Margaret says
Hi there,
I have outstanding loans with both Uncle Buck and Peachy which I’m repaying through my DMP. I’m aware both companies have gone into administration and I have not received any details re a redress scheme. However it says on both lenders’ websites that you can still make a claim directly to the lenders (not the administrators) and it will be assessed within the administration process.
Would you advise doing this or waiting to be called upon?
Thanks
Sara (Debt Camel) says
Had you had several loans from those lenders?
Margaret says
Thanks for replying so quickly. Yes I did have several loans.
Also maybe worth noting the outstanding balance with Uncle Buck is also pretty large – around £750, and they refuse to default it despite the fact I’ve been paying a very small amount via a DMP for years.
Sara (Debt Camel) says
Then send complaints in to the lenders now. No need to wait.
LizaM says
I had loans wit Peachy when I put a complaint in they stopped the payments. They then put charges on my account then went into administration. After a few months they admitted they shouldn’t have given me loans said I was entitled to a refund payment of 2600 but because they were in administration said it would go to their creditors. They did however write my loan off with them which I was happy about this was for around £400.
Wendy says
Hi Sara
I got an email from money shop this morning saying they are upholding 19 of my loans but a bit confused it says total potential redress is £5332.20 and it says pre scheme redress is £890.70
Could you please explain what they mean
Thanks
Sara (Debt Camel) says
did you get a refund from any of these lenders before the Scheme started?
Wendy says
I’m not to sure as it didn’t give me a list of who the loans were from ,I wasn’t to sure if they meant I would be getting the £890.70?
I have had done all my irresponsible leaning claims ,it was just this and 247money and also 118118 (which is with the ombudsman)
Sara (Debt Camel) says
Then I don’t know what this “pre scheme redress £890.70” means. it doesn’t sound to me like the amount they are expecting to pay you.
Can you ask them?
Wendy says
I have emailed them to ask them to explain it ,thank you tho Sara
April says
Hi Wendy,
Did you have a redress from them before the company went bust? I did and they have taken this off of my ‘potential redress’.
On the customer portal, go to communications and you can view a PDF of their decision. It shows a breakdown of loans you had ect.
Hope that helps!
Wendy says
Hi April
Thank you so much,did helped so much so turns out I already had a payment of £890.70p and they are saying they have upheld all the other loans adding up to £5332.20p shame I won’t get it all ,but makes a lot more sense now thank you 😊
Tom says
I have heard back from the adjudicator at FOS regarding two loans that I have with Satsuma. Both are showing as defaults on my credit record and I have already repaid the principal balances on both.
I am thrilled to report that the FOS has upheld my complaint and is suggesting a (small) refund and the deletion of both defaults. That would make me default free and be the last outstanding loan account sorted so just the outcome I was praying for!
I was just wondering how Satsuma have been responding to Adjudicator decisions at the moment? Are they likely to accept the findings or want an ombudsman’s view?
Thanks!
Ernestkola says
How long is second level Ombudsman take to reply pls? I have the same problem but is with second Ombudsman level at the moment almost 1-month mow
Sara (Debt Camel) says
has your case been picked up by an Ombudsman or is it waiting in a queue? Who is the lender/
Ernestkola says
Waiting on the queue pls.
Sara (Debt Camel) says
and who is the lender?
PS when you reply, can you click on “reply” just below the comment you are replying to, not “Leave a Reply” at the bottom of the page. Also please make sure the “website” box is blank – it is there only for people who have their own website.
Cazza says
I’ve sent all my bits over to the FOS as they asked for a few bits. I’m hoping for a swift answer as they were pretty quick with Lending Stream once they had everything to review. Anyone recently had a response with a quick turn around for Satsuma?
Chris says
Lending stream accepted the adjudicators decision that I be refunded £11,300 and agreed to pay “in 28 days” from my acceptance. It is now 10 days past that and I have heard nothing. I have emailed them 3 times and no reply, I have spoken three times on their live chat and been told they will escalate to their complaints dept and asked me to be patient but still no reply. The adjudicators seem to be powerless. Is there anything else I can do but wait and hope they eventually pay out?
Sara (Debt Camel) says
See my reply here https://debtcamel.co.uk/lending-stream-complaints/comment-page-7/#comment-389037
Mary says
Hi. Has anyone had any success with Avant credit? I want to send an email complaint but can’t find an email address, does anyone have one they can provide?
Sara (Debt Camel) says
yes lots of success against them. See https://debtcamel.co.uk/refunds-large-high-cost-loans/ which has a different template for these large loans and has the email address for them.
Pablo Moles says
Hi Sara, love the site ! I’m paying back to BW Legal a sum of 1050 GBP which was originally owed to PAYDAY UK as they have ceased to trade as part of Money Shop do I need to be paying this? As I received email stating my claim was upheld by Money Shop/payday UK recently l. Any help would be great !
Sara (Debt Camel) says
What did the email from the Money shop say?
Warren chessman says
Hello- quick question which is related to this board. If a pay day loan company goes into administration should you carry on paying or not, ie set up payment plans, as someone today I know got an email from Sunny Saying they had theirs cleared. I have an arrangement with pigyy Bank who have gone bust and wondering if I’m wasting money paying them
Sara (Debt Camel) says
have you sent piggybank a complaint? how many loans did you have from them?
Wendy says
Good evening
I was wondering if anyone has heard back about 247moneybox I had an email telling me to look in my account for the redress but can’t see anything in there
Liam says
They mean 247 account for the info, not bank account
Wendy says
Good morning Liam
It was my 247money account ,did you get 1 and if so it showing on your 247 account?
Thanks
Liam says
Yes when I logged into my 247 account there was a “Redress” option at the top, listing my offer. One thing to note (this is what I called thrm about recently) it doesn’t give a loans breakdown, it just gives you a figure. Because I had a default from them, I wanted to know if that speciif loan had been included for redress and yes it had been, thankfully.
KarenH says
Hi Wendy
I’ve also had email from moneybox, seen this morning. Logged on but like you, can’t see anything relating to my account.
Wendy says
Hi KarenH
Yes it’s a bit odd ,I have sent them a email but don’t know if they will reply 🤞I wasn’t to sure if it was something I was doing wrong
KarenH says
Hi Wendy
I’ve just tried again & was able to get settlement figure this time.
Wendy says
KarenH and liam
Got it sorted they answered my email and it turns out I had already accepted there offer 4 wks ago,but odd as I certainly don’t remember doing it,but they told me how much it was for (obviously I won’t get as much as that tho )thank u both for ur help
laura butler says
just had final response from MY JAR and sent my acceptance back – how long did they take to pay out for you ?
Thanks Laura
B says
I’ve just had a note from The Money shop administrators to say my claim was upheld and the value of it was 7,500. Such a shame that I’ll see a tiny proportion of that amount. Hope the FOS and FCA get a grip of this situation soon as the only winners are the loan sharks!
Dave L says
I completely agree between 2004 and 2010 I had 54 loans with them, I have been advised that my claim is for £5000, but as you know we’ll get nothing like that back. Ah well anything better than nothing.
laura butler says
sadly on redress similar to this i received 5p for every pound owed to me – lets hope its a little higher than that this time round
Pee says
Dave L. What date did they say you will receive your redress??
Mark says
Sorry if this is the wrong place or someone has asked before….I have a derogatory mark on my credit file from wonga. Should this have been removed by now?
Thanks.
Sara (Debt Camel) says
did you put in a Clain to the administrators that was upheld?
Mark says
I went through a claims management company and as I believe it was partially upheld.
Sara (Debt Camel) says
were the loans with the negative marks included in the ones that were upheld? You need to ask your claims company for details.
Mark says
Ok thanks I will do. It was the claims company who told me to stop paying Wonga as I owed them 2 payments on my loan…So if it’s not included as a miss-sold loan do I have to stick with the Mark on my credit report for 6 years? Surely the claims company are at fault for giving me that advice?
Sara (Debt Camel) says
I think you should find out the facts first, no point in worrying about this.
Graham Mitchell says
So I’ve finally got through to the ombudsman today and after speaking with a very nice and understanding lafy my case is going to be reopened. I can only keep everything crossed..
Sara (Debt Camel) says
Good. An unusual case but that is what FOS should have done.
Lisa says
Hi lending stream have said they have paid my redress but I have had nothing in my bank from them any ideas anyone ? I spoke to someone who said check April and then August but I’ve had nothing
Mary says
Hi
For those who have made claims to Mr Lender, have you received an acknowledgment email to say they have the complaint? I sent mine 3 weeks ago and they haven’t confirmed they have it but the website says complaints are acknowledged within 5 days. Also have many people had success with them? My loans go from 2016-2019.
Sara (Debt Camel) says
Lots of success against them. If they make you a poor offer they will offer reconsider if you go Vicky and argue why extra loans should be included. And if they say No, people are winning cases at the Ombudsman.
I suggest you phone them up up and ask why you have not had an acknowledgment.
Peter says
Hi, I saw someone mention a gambling addiction and I was wondering what the stance is regarding gambling transactions on bank statements. How are they viewed by the FOS? I have had similar issues but I was never ever asked to supply bank statements by a single lender which would have showed all the transactions and presumably wouldn’t have lent had they done so.
Sara (Debt Camel) says
See https://debtcamel.co.uk/gambling-payday-loan-refunds/
Mary says
Thanks, il see how I get on. I’ve rang them this morning and I email address I took from here is old she said. It’s not complaints@mrlender.co.uk.
I’ve resent it this morning – fingers crossed!
Sara (Debt Camel) says
what address did you resend to? Mr Lender are another lender trying to make it difficult for people to complain to them :(
Mary says
I sent it to complaintsml@mrlender.co.uk that is on the email address list you provided. I hope they don’t make it difficult.
Sara (Debt Camel) says
You said you resent it – I was wondering if you had a different address.
They are ok, give poor offers but you can often get them increased. They are just trying to stop people complaining in the first place :(
Mary says
Sorry I wasn’t clear. I resent it to the email address they gave me.
Sara (Debt Camel) says
and that address was?
Pee says
Its on the customer claims portal, They’ve said that everyone will have a decision by the end of October so if you log in you should see if yo u now have yours. If you don’t, check again at the end of the month.
Initial projections are predicting we’ll only get 4p in the £ :(
Mary says
Mr lender complaints email address complaints@mrlender.co.uk
Becca says
I am just making a comment to tell you all that I have followed the advice on this page and had a refund of the interest paid to safety net. I emailed them on Tuesday and they have emailed today upholding my complaint in full!
Give it a try! You have nothing to lose!
Mike_p says
I had a good response from them too. I also got a small goodwill payment from Cash4UNow for a single £150 loan I complained about. I wasn’t going to bother but I saw someone else on here had got something so I gave it a go.
Mary says
Hi
I raised a complaint with safetynet credit last year and was given a response suggesting a £500 gesture of good will payment. I didn’t accept it at the time as I had an outstanding balance (greater than the £500) and they said would make the account as partially settled. I didn’t want this on my credit file . I have paid back the loan now and I’m wondering if I would be able to revisit my complaint? Or has too much time lapsed. My life took over and I didn’t revisit the situation.
Sara (Debt Camel) says
Sorry but it’s too late.
(UnlessSNC forgot to tell you you had the right to go to the Ombudsman? That is unlikely but you could check it.)
That was not a sensible decision – a partial settlement does NOT affect your credit score.
Mary says
I know I’ve realised that now – how silly of me. I have emailed them and they have come back this morning to say they will still offer a redress of £500 so I will accept.
Jared says
Hi Sara,
I have raised a complaint with Safetynet using your advice and today they have responded stating that my irresponsible lending claim has merit. They have offered me a £162.33 refund.
breakdown as follows;
Principal outstanding: £729.69
Interest Outstanding: £43.62
Interest repaid: £872.51
Statutory *% interest: 24.39
HMRC 20% -£4.88
Refund: £162.33
they have stated they will also remove all safetnet entries from my credit file.
shall i accept or go FOS?
thanks!
Sara (Debt Camel) says
Do you think this line
Interest repaid: £872.51
is correct?
Jared Webster says
Hi Sara
I have not been repaid interest from them since I have had the account – this seems to have been placed on my safety Net statements since my complaint.
any ideas what this could be?
thanks,
Jared
Sara (Debt Camel) says
It is saying that is the amount of interest you have paid them… does it look right?
Jared Webster says
Hi Sara,
Just calculated and the interest i have paid them is correct. Seems like a bad deal if they are only offering £162 back.
Thanks
Sara (Debt Camel) says
But they are also writing off the balance? you agree you owe them that much ? Unless you think their numbers are wrong, they are offering you all you would get by going to FOS.
Jared says
Hi Sara,
it doesn’t read to me that they are writing off the balance just providing £162 refund.
In line with HMRC guidelines, the HMRC figure has been deducted from the
original statutory 8% interest figure and will be paid to HMRC on your behalf, so
you do not have to declare this redress in your tax returns.
All entries under SafetyNet will be removed from your credit file when we next
report to the Credit Reference Agencies.
Our offer is made in full and final settlement of your complaint and is in line with
what the Financial Ombudsman Service advises we do when we find in favour of
the complainant.
If this solution is agreeable, please reply to complaints@safetynetmail.co.uk with
your acceptance of this offer and the bank details for the account into which you
would like the monies deposited. Once these have been received, you will receive
your refund within 10 working days. If no correspondence is received, no action
will be taken and your outstanding balance of £773.31 will remain payable.
Sara (Debt Camel) says
I think that is what it means, but as you are unsure, go back and ask them to confirm that the refund is in addition to the write off.
Shane says
Hi Sara, I have received a reply from Cash4Unow, they have rejected my complaint on the basis that I had disposable income to repay the funds. However in their reply it shows that I had c.40 closed accounts in last 5 years and 7 new accounts in last 6 months along with 1 default and a 90% credit utilisation. During when I applied for the loans, they were small around £500 each time x2, I had gambling problems which is why I was never able to pay back (no longer gambling hence sorting these out). One of the loans is still outstanding and I’m making small payments towards it.
They did offer to knock off £49 as “goodwill”, is this a part of them admitting they shouldn’t have lent to me and should I go to the FOS for a review?
Thanks
Sara (Debt Camel) says
So you had 2 £500 loans?
the last one, how much have you paid to date?
are you making small payments to it at the moment?
what is your financial position at the moment?
Shane says
The last one is defaulted from mid last year but I’ve paid £100 towards it…
At the moment I still have £15k outstanding debt and I’m making varied payments to all of the lenders including friends I had borrowed from at the time. I’m making small token payments at this stage as it’s already defaulted.
Sara (Debt Camel) says
With only two loans this may not be easy to win at FOS but it’s possible that FOS could decide the last loan was unaffordable. I can’t say how likely this is but probably less than 50%
(It’s possible they might decide that both loans are unaffordable, but that is much less likely.)
One option would be to go go back to them and say that you would be happy to settle for them reducing your balance to 400 – 500 less the 100 you have paid so far, otherwise you will send your complaint to FOS.
PM says
Anyone had any recent success with Satsuma? I’ve had my adjudicator decision sent through today and they’re upholding the bulk of my loans, albeit Satsuma now have 2 weeks to review / contest this decision. Just wondering if I’m likely to get a response within those 2 weeks, and if Satsuma have been accepting of adjudicator decisions or pushed back on them. The loans they are being advised to uphold total £12k so I’m expecting a fight
Pete says
PM. Satsuma will probably use every excuse under the Sun to draw out your claim as long as they can. £12k is a massive amount of redress so I hope you successful. You probably will be if adjudicator had ruled in your favour,
Fully expect Satsuma to reject that and it’ll go to an Ombudsman who will rule in your favour. Put as much pressure on them as you can to get your redress as it is possibly they could go into administration sometime soon. Tho there are no signings of this. I been mugged off like this already. Getting a fraction of what I should have got
From other lenders. Keep us updated. Good luck.
PM says
Thanks Pete. The findings from FOS were detailed and pretty conclusive so I’m hoping Satsuma will do the right thing and accept it. Fingers crossed.
Karen H says
Hi PM,
Satsuma agreed with Adjudicator on 8 Sept that they should pay redress of £2750 to me. They said they would make payment by cheque within 4 weeks. I’ve let my adjudicator know I haven’t heard from Satsuma at all during this time & he has written to them for as to why I’ve had no response. So…watch this space!!
Emma says
Hi Karen,
Let’s hope your successful-please keep us in the loop. My adjudicator partially upheld my complaint with Satsuma/Provident-asking to hear from them and reply to him by the 13/10.
Like my complaint with Mr Lender last year,I’m expecting them to string it out-and ask for an Ombudsman view . If this IS the case, that could take another 6months or so ,if similar timescale from last complaint with Mr L ended.I will update you, when I hear anything
Wes says
Hi Sara,
I took out a loan with cashasap in June 2017 for £300. 2 days later I had to contact cashasap as I knew I was going to be unable to make the repayments as I had also taken out similar value pay day loans with a number of other lenders the weeks leading up to taking this loan. My loan repayments for all the loans I had at the time was more than my monthly income therefore I arranged a Repayment Plan with cashasap of £50 per month until the loan was payed off. cashasap refused to remove the interest and and also added a £10 missed payment fee for going into a Repayment Plan.
In the end I finished off paying the loan with a total payment of £485.77 (£300 Loan value + £175.77 Interest + £10 missed payment fee).
My question is that am I eligible to claim for a refund as this is the only loan I took with cashasap but had cashasap done the correct checks they would have seen I already had a number of existing loans at the time so should have refused me this loan.
Can I claim a refund for this one loan I took out with cashasap?
Sara (Debt Camel) says
It’s unlikely as the loan amount was small. And they may not have seen very recent loans if they had looked at your credit records in detail.
Ernestkola says
Hey everyone. Is that anyone had recent success with Mr Lender . Adjudicator make a decision about 2 months ago upholding about 2 loans in my favour but Mr Lender reject it. Now is with Ombudsman now for 1month am still waiting is that anyone have any ideas how long l will wait for Ombudsman to make final decision pls? Am been for a month now
Emma says
Hi Ernestkola
It was about six months from time Mr Lender rejected my complaint,got passed to an Ombudsman, then got money paid out. My advice, would be -email FOS in about two months time (that’s 12 weeks since you last heard from them) ,and wait for an update email from them
Regards
Emma
Janec says
I have a complaint against Satsuma with the FOS. It was assigned to an adjudicator in May. On 15th June they said they had received all information needed and would now assess the complaint. On 18th August received an email saying they had requested more information from Satsuma. I have emailed every month asking for an update. On 11th September they said they were still waiting for the information. I have still not heard anything and another month has gone by. Does anyone know if there is a time limit on this or can Satsuma take all the time they want to respond?
Surely the Ombudsman could do something about their blatant disregard for deadlines. I am going to email my adjudicator today and ask how long do they give them and does their come a point where they can make a judgement on the information they have got.
PM says
I’ve had the same headache. My case was assigned in March and I got my adjudicator decision on Saturday just gone. I tried everything to escalate it beforehand but nothing seemed to really work, was just being told that Satsuma hadn’t sent the case file. Response received after 7 months, but now it’s back with Satsuma to review FOS findings. It’s a waiting game I’m afraid.
RS says
My case was picked up with the adjudicator in May and similar to both of you, she was waiting for Satsuma to provide her with the case file. Eventually on 17th September advised that loans 5-13 should be upheld and gave them until 9th October to either provide more information or accept the decision. Surprise surprise, they have not responded so I am still waiting.
PM says
You’re a couple of weeks ahead of me but this is exactly my concern now, that they ignore the FOS, are given a revised deadline, ignore that and then I’m forced to go to an Ombudsman. Waiting game. Good luck with your claim RS!
Emma says
Hi Ernestkola
It was about six months from time Mr Lender rejected my complaint,got passed to an Ombudsman, then got money paid out. My advice, would be -email FOS in about two months time (that’s 12 weeks since you last heard from them) ,and wait for an update email from them
Regards
Emma
Janec says
Well I got a response from my adjudicator today. She has received the information she requested in August but has now asked for more information and while there are time limits they are giving them more time due to the situation. This is beyond a joke.
PM says
Update on my case. After having my adjudicator decision on Saturday, I decided to email the CEO of provident explaining my personal circumstances. I received a response from the provident finance team on Monday writing off my balance and providing a breakdown of redress. My app updated today confirming the write off and they are sending me a cheque on Thursday. I have to say that they have handled this exceptionally well since my email and I’m hoping to receive my cheque early next week (Fingers crossed).
mar says
Hi,
Im hoping someone can help me. I had 2 afew loans with Swift Sterling who have obviously gone into administration, 2 of the loans are outstanding. at the turn of the year i was being chased by a debt collector called CRS for this debt, im unsure if CRS bought the debt or were just appointed by swift sterling. i havent paid or set anything up with CRS to pay this back and i havent heard from them regarding the debts since January however they are still sowing up on my credit report. Is it possible these debts will be written off? im not sure whether i should be trying to contact someone regarding the outstanding loans or leaving them and waiting to see if they chase me
Sara (Debt Camel) says
If you want to (and can afford to) repay them, I am sure CRS would be very happy to help.
But if you think the loans were unaffordable, have you looked at making a complaint? Send to complaints@swiftsterling.co.uk and say you would like any refund to be set off against your current balances owed.
Jane Y says
Hi
I was wondering if anyone has actually had a refund from Swift Sterling. I had loans in the past from them but haven’t put a claim in as yet
Sara (Debt Camel) says
If you think you have a claim, send it in now. There is NO point in finding out what has happened to other people in the past.
Wes says
Has anyone else received an email from ‘cash4unow!
Dear Mr. Bailey
We can confirm that your account is repaid.
However, your account is in credit by £85.08.
Please provide us with your bank sort code and account number so this can be refunded to you.
Please note all refund can take up to 72 working hours to be processed.
Regards Cash4UNow
I can’t actually remember emailing them anything about my account?! I’ve had 1 Loan from what I can remember back in 2018.
Sara (Debt Camel) says
I haven’t heard of this.
My first thought was that you need to make sure this is not some sort of scam to get your bank account details…
Can I suggest you don’t click on any links in the email or reply to it but instead phone them up on the number given here https://www.cash4unow.co.uk/contact-us tomorrow and ask about this?
Wes says
I’ve logged into my account, which needs a verification number, so I had it emailed to me. Both emails from the verification to the email saying I’m
In credit are both the same email.
Shelley says
My father in law had provident loans and struggled with keeping up with payments etc. Are we able to pursue a claim even though he’s passed away ?
Sara (Debt Camel) says
Sorry to hear of your loss – was this recent? How long did he borrow from Provident for?
Sgelley says
He passed away a couple years ago but it’s recently come to light that he had quite a few provident loans over a number of years
Sara (Debt Camel) says
Were you his executor or did you get letters of administration for his estate? Did you get probate?
m says
Hi
Just an update for anyone with a complaint with Satsuma – I raised my initial complaint on Sept 7th, I have just had the final decision back today as upheld.
I had two loans, one was pretty much nearly paid (2 payments left) and the other had the principle amount borrowed repaid. They have agreed to refund 86.00 and to write off the other balance, cheque will be with me within 14 days.
Just so people know there are some positive experiences with Satsuma.
Pete says
Is that Sept 7th 2016 ???? Can’t possibly be this year with their track record?
Sarah says
i also made complain on 02/09 and they replied today saying it is upheld and they will refund me.
got lucky i guess.
M says
Received my cheque today in the post and the balance on my account has been cleared, very speedy 😊
Emma says
Hi M
Thanks for the update
I just can’t understand how in today’s technology,Satsuma/Provident are paying back via a cheque in the post!
Seems to be totally string out the waiting game,and possibly add more stress to us all. Especially if the cheques are not received
Regards
Emma
T says
Got an update from administrators of instant cash loans Ltd
Due a refund of over £6k – sadly I will likely only receive a small fraction of it