Debt Camel

Answers to questions about debts and credit ratings - in plain English!

How to get a payday loan refund

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!

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.Payday Loan Refunds in 2019 from all UK payday lenders

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:

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:

I am making an affordability complaint to you about irresponsible lending.

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:

  1. the reply you have had from the lender.
  2. 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.
  3. a copy of your TransUnion Statutory credit report
  4. 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.

More information:

Card & catalogue affordability complaints

refunds from overdraft charges

Can you get an overdraft refund?

Problem debt look at a DRO

Could a Debt Relief Order help you?

Comments

  1. brendan says

    Hi
    I spoke to you on 15 feb about myjar loans which is now with ACI-UK Limited. I won with FOS in 2020 that my loans should reduced to £1056 only now with ACI now say that i own £ 3067 i’ve sent all information to ACI about loans what was agree with FOS. ACI told me they will not reduced loans. So i contact myjar and the Administrators of my jar told me nothing they can do about this. What can i do about this?

    Reply

    • Sara (Debt Camel) says

      this was an adjudicator decison? Did myjar accept it? Have you made a complaint to the administrators? (Sorry if you have already answered these questions).

      Reply

  2. Daniel says

    Hi Sara

    I made a complaint to savvy on 13/12/2021 and the 8 weeks had passed and I received no response therefore went to the Ombudsman . Savvy have now been in contact with me claiming they did not receive my dispute and can’t find any details on their system ( they provided me with a summary 12 days before I complained ). They have said they are starting the complaint from 28/2 and the 8 week timeframe is effective from this date . I have refused this and stated the 8 weeks should start from my original email and have gave them until COP Friday (4/3) to respond . Should I do any more ?

    Reply

    • Sara (Debt Camel) says

      they provided me with a summary 12 days before I complained
      So you asked them for a summary of something? then you sent a complaint? or did you do this at the same time as the template in the article above suggests?

      Reply

      • Daniel says

        Hi Sara

        I asked for a borrowing summary for the loan I took out in 2017. This summary was provided to me on 1/12/2021. On 13/12/2021 I made my complaint and included the summary that was provided as I was worried savvy would say they couldn’t find any information like they have just done after I complained .

        8 weeks passed and I had not heard from them so took my complaint to the ombudsman, they are now saying the process has started from now but I argue it should have started on 13/12/2021 not when they have now decided to acknowledge it due to the ombudsman being in touch with them.

        Reply

        • Sara (Debt Camel) says

          Well for anyone else reading this, it’s much simpler and quicker to ask for details at the same time as you complain.

          The Ombudsman isn’t going to do anything until Savvy has responded anyway, so this is all a bit academic. At the Ombudsman you can supply the evidence of the date of your claim and ask for compensation for Savvy’s poor complaint handling.

          Reply

  3. Daniel says

    Hi Sara

    Above you have said
    “If you can log-in to the lender’s website and see your loans, take a copy of them as sometimes they vanish when you complain”

    Is that not what I have done ?

    Reply

    • Sara (Debt Camel) says

      well that suggests taking a copy and complaining, not delaying the complaint by asking for details. I will remove that sentence as it really isn’t an issue in 2022. There is a problem of general wiping of old loans because of GDPR but that is done en masse, not when someone makes a complaint.

      Anyway, you are where you are. This is very annoying for you, but FOS won’t do anything until Savvy have responded.

      Reply

  4. Faye says

    Hi Sara, I wondered if you had read Harrison’s report(companies house) active securities, now I tried to absorb it, on my reading Harrison’s are now 10 million in, I think there was 3 million left for 60 nearly 70 thousand people 😆😆now I’m no clever Einstein but surly if they had just liquidated the company in the first place there would have been a lot more for redress, so the only winner is Harrison’s and their other company that was employed to help in the wrap up of 247. I feel sorry for people who debt has been sold on, for Harrison’s to thrive!!! Thief’s in my opinion and about time this was looked at by the he governing bodies.worth a look Sara hopefully I have read it right.

    Reply

    • Sara (Debt Camel) says

      No I haven’t looked in detail.

      The problem is that someone has to deal with the assets and sort out who has valid claims. That is the administrator.

      Reply

    • Laura says

      Yeah I read it as 3.4 million for 62,000 claims which doesn’t bode well for getting much! And no idea when it will be paid either, last update on website November 21 👀

      Reply

      • Faye says

        Yes I’m kinda thinking there will be nothing left soon…hope I’m wrong but no communication and all bank details etc gone from the website now seems weird.. but as usual the fat cats get fatter🤪I’m sooo skinny😂😂I just really feel for the people who now will be hounded for money it really sticks in my throat I would rather they just wiped all debt from everyone and no one get the measly scraps they might throw us!!

        Reply

    • SK says

      I wonder how much the debts were sold on for… Just before they sold the loanbook I had £328 outstanding balance, offered them £25 full and final settlement and they accepted it! 😆

      Reply

  5. Lynne says

    Does anyone have any experience or dealings with United Kash? They suddenly started chasing me for a loan with Diffetent Money (who now no longer exist). As well as this, the loan was from 2010 so I informed them I had no records of this loan and that as it was over 6 years old surely it would be considered statute barred. They said not and that I’m still liable but that seems hard to believe as it’s 12 years old?

    Although I marked their emails as spam one has today managed to get to my inbox and now they’re saying they’re offering me 50% discount to settle. I just keep ignoring them but this has gone on for a year or so now.

    Reply

  7. Jo says

    I’ve had an email from a company called ACI to say they’ve bough the log book from myjar and now own my loan which was strange because I’ve paid it off. Just incase anyone has outstanding debt with them they might want to chase it up. I don’t even and I’ve still had to raise a dispute and prove it x

    Reply

    • Sara (Debt Camel) says

      I had no idea myjar did logbook loans!
      Some of the admin in Myjar’s loan sale has been poor :(

      Reply

      • Jo says

        It really has, I spoke to ACI to sort it and asked if the redress will still be coming from myjar and they said it’s all been done and paid already. Rang myjar and they said no that’s still an on going process. Messy all round I think x

        Reply

    • Sara (Debt Camel) says

      It is clear that borrowers with affordability complaints do NOT need to submit a proof of debt:

      “CUSTOMERS / REDRESS CREDITORS DO NOT NEED TO SUBMIT A PROOF OF DEBT
      FORM (These claims have already been agreed by the Administrators)”

      Reply

    • Faye says

      Hi John, yes one dropped in the letterbox this morning, but as Sara has said it is for creditors not redress customers. I had a little giggle that they must have sent these to everyone (66,000) customers first class quite bulky letter maybe a £1.00 a pop…£66,000 less in the pot now, for a letter that doesn’t concern redress customers 🤷🏼‍♀️🤷🏼‍♀️

      Reply

  9. Katie S says

    This is relating to Lending Stream

    I think I may have emailed them a couple of years ago re an affordability claim which they rejected. At the time I didn’t think it was worth pushing but I have more of an understanding of the process now. Can I submit a claim again or have I missed the boat?
    I feel I have a very good claim as I had 12 loans in 12 months, often running alongside each other and several times I paid a loan off only to take another out the next day.

    Reply

      • stefy says

        Hey Sara! The same happened to me..but they just sent an email years later saying this: “As part of a business review, we’ve been looking at some loans we made in the past.
        One of the things we looked at was whether the information we had at the time we gave you the loan was enough for us to be confident that the loan was affordable for you.
        It’s important to us, as a responsible lender, to make sure we only give loans to customers who we believe can afford to repay them.
        We’ve identified a loan or number of loans we gave to you where we may not have had enough information for us to be sure that the loan we made was affordable for you. The details are shown below” (loans for £290, £170, 400£, £600 then £400 again). I filled some info on my housing at the time but what do you think will happen? I’m surprised they looked at this again so even if they say this was affordable, I will argue for a refund or at least removing the default from my credit file…

        Reply

          • stefy says

            I wondered about that too, that’s why I came to the site and see if there was anyone else!! Why do you think they’re doing this?
            After I answered the questions they asked on housing – how many ppl I lived with, it if was private rent or council etc… I received a vague automated email that said this: “Many thanks for taking the time to submit the additional information we needed to evaluate if we made the right decision on some of your previous loans.
            We have looked at what you told us, and we are confident that for the loan or loans in question (and we’ve set them out again below) , we made the appropriate decision.”
            I will argue for the refund on the interest of these loans and deleting the default from my credit file…

          • Sara (Debt Camel) says

            Why do you think they’re doing this?
            either they have been told they should do this by their regulator, the FCA. Or they are worried that the FCA may say that and they want to look a bit better by doing it voluntarily.

          • Sara (Debt Camel) says

            How many loans did you have from them? Did they uphold any of them? How long ago was this?

          • stefy says

            I had 9 loans from them with amounts increasing over time, but they only referenced these 5 loans, which I do think were the ones that were unaffordable. At the time they didn’t uphold any of them.. First loan I took was in 2016 but then I took the last one in 2018 and shortly after it defaulted and then I made an affordability complaint to them back in 2018. I think you are right and they are worried about FCA..but I will definitely fight it this time! When I first complained, I was doing that with PiggyBank, Myjar and a couple of others and was overwhelmed and Lending Stream were the most unresponsive, but will now take the opportunity to argue for a refund!

          • Sara (Debt Camel) says

            Ask for a complete list of the loans and the dates and the interest paid on each.

            it helps to have this so you can point out things like the loan amounts were tending do go up, there were few gaps between the loans etc. And to note if you sometimes had more than 1 at once.

          • stefy says

            Definitely, will do! Thank you so much for all your advice Sara! I do hope more people will get this email and hope that they will get their credit records cleared and refunds too!

      • stefy says

        They got back to me and said the following:

        “We write in regards to the correspondence received from you on 7th April, 2022.
        We understand you are concerned about the affordability of loans offered to you. When we looked into it, we found you’d already raised this complaint. As we shared our final response in October, 2018 and we consider this to be closed, and we will not be revisiting the matter again.
        We appreciate your understanding in this matter.
        If you have further questions or would like additional information, please reply to this email.”

        I don’t understand why they’re sending out those emails if they’re not actually willing to look into it or give out any refunds or reassess the loans affordability.

        Reply

  10. John says

    wondering if anyone has had any success with with the money platform or fernovo? I have just made affordability complaints to both, cheers

    Reply

    • Teffy says

      Money platform are a nightmare! If you do go to FOS be prepared for them to use every type of defence with the adjucitor (first said they are not covered under FOS due to the type of lending they provide and secondly if you ever had to borrow and pay back early to borrow a higher amount (repaying in the cool off period) they will argue also)!

      Fernovo are very reasonable, I did not need to go to FOS and they dealt with my complaint swiftly

      I have been back and forth with my adjucitor many times over the last few months as they are really digging their heels even though my adjucitor already gave them the first outcome (in my favour)!

      Reply

  11. Sam says

    hello all.
    anyone had any luck with my finance club?
    have they got back on time, accosted or declined?
    time scales or any info really
    thanks!

    Reply

    • Ross says

      Hi Mel,
      Nothing apart from the fact that the redress and bank details section appears to have dropped off peoples accounts on the 24/7 site. This may be a positive, as all it ever said was ‘TBD’ under the figures. I wouldn’t hold your breath, for March, as they’re still in the process of liquidating the company.

      Reply

    • Ross says

      *** UPDATE ***
      The redress section has now reappeared, after logging in to my account, with a green tick ✅ saying ‘Claim acceptance received’ and that theres nothing further to do, until being contacted by the administrators. They also say any attempts to make contact won’t speed things up and ‘could cause delays’. Just a case of sitting tight now.

      Reply

      • Mike says

        That suggests they are getting things in place to make payments soon then. Slowly ticking off all the con merchants that are due to pay me money.

        Reply

  13. Neil says

    Hi,
    Has anyone ever had payday redress from PoundsTillPayday part of Northway Group & based out of or registered in Malta I believe.
    I’d managed to find a Northway Group site 2 or 3 years ago & filled in the online query form about my loans but it was bounced back with error of some sort. Anyway I handed over a small fortune to that lot & just wondered if any lucky people out there got a refund from them?

    Reply

  14. Sam says

    Hi Sara
    my finance club came back today on the last day
    said they’ll agree to 4-8 out of the 11 loans i had with them.
    i paid about £300 for borrowing it.
    they’ve said £143 back
    would you accept or ask for maybe extra couple loans?

    Reply

      • Sam says

        not sure didn’t say!
        and no, loan 8 was May.
        9 was June
        10-11 was 1st and 31st August.

        His Words
        Having reviewed this situation, loans 4-8 would not now have been issued to you under our current lending practices and therefore, as full and final settlement of this matter I am willing to refund the interest paid by you on such loans to you.

        Reply

  15. Sam says

    They have said those loans were within the first year of the first loan taken out.
    I think il take what they are offering to save another huge timeline for not much return.

    Reply

    • Sara (Debt Camel) says

      That is a nonsense reason. Well it is a reason to refund those loans AND ALL SUBSEQUENT LOANS unless there was a large gap of several months.
      But it’s your decision. It would only be another £90-£120 from the last three.

      Reply

  16. Ryan says

    Hi Sara
    First off thanks for your help as always
    I have had a response to an affordability complaint from Cash4unow, they have offered to refund all interest for my loans which is good. The email reads that “Statutory interest will be calculated if you accept our offer; this is because this interest accrues daily and is based on the day that the refund is processed”
    I have until the 25th (2 weeks) to accept the offer
    My question is, if they are applying a standard 8% to this, is the extra 2 weeks worth waiting to increase the amount of interest they pay? Would it even be much money? The refund is around £370 without interest

    Reply

  17. Bob says

    Just received an email from Harrison’s regarding myjar, it seems whoevers debt was sold to perch they didn’t have their affordability complaint upheld, really annoyed at this after waiting 13 months

    “Since our appointment, we have undertaken extensive investigations into the historical lending practices of Myjar and following engagement with the Financial Conduct Authority have reached a conclusion based upon a set of criteria to be used in assessing whether a customer qualifies for Redress, (‘Redress Methodology’). The Redress Methodology has formed the basis for evaluating all customer complaints and has been applied to the particular circumstances of each and every customer that ever had a loan with Myjar. Further information on the eligibility for Redress can be found in our most recent Customer Redress Scheme and FAQs update, which can be found by clicking on the following link, https://harrisons.uk.com/myjar/

    Unfortunately, I regret to inform you that you do not meet the criteria contained within the Redress Methodology and as such your complaint cannot be upheld.

    Since you do not meet the criteria, your loan account was sold to Perch Capital Limited (Perch) and you should have received an email and or text message to inform you of the Notice of Assignment from Myjar to Perch. Perch has appointed ACI UK Limited to manage the collection of the outstanding balance of your loan account. “

    Reply

    • Dave L says

      I was advised by the IP that my loan had been sold by mistake and that they had bought it back due to the right of set off

      Reply

    • Bob says

      Im just looking at my credit report on clearscore and I now have a new entry from perch capital aswell as the orginal entry from MyJar, is this correct that I have 2 entries on my credit report regarding the same loan? Will the MyJar entry now be removed after Perch bought the debt?

      the MyJar entry is listed as a “special arrangement” and the new entry by Perch is listed as “in default” , if I’ve already been defaulted is there any point in me agreeing to repay Perch Capital? thanks for any advice

      thanks

      Reply

      • Sara (Debt Camel) says

        is this correct that I have 2 entries on my credit report regarding the same loan?
        yes that’s right. But only one of them is counted in the credit scoring.

        if I’ve already been defaulted is there any point in me agreeing to repay Perch Capital?
        if you don’t, they may well go to court for a CCJ.
        Can you make a settlement offer?

        Reply

        • Bob says

          thanks for the reply, apparently ACI who are collecting this debt on behalf of Perch haven’t received any information yet from MjJar. I had already asked them for an idea of a settlement offer when they first emailed me a month ago.

          Reply

          • Bob says

            I should’ve added in the previous post, can Perch remove the default from credit file if they wish to? When I make them a settlement offer im going to include the removal of the default from my file, Can they do this easily enough? just so I know if they’re bullsh*tting me if they say no, thanks

          • Sara (Debt Camel) says

            Yes but it is against the credit scoring rules for a lender to do that without a good reason

  18. Alw89 says

    Hi everyone, just going through the quickquid process and thought I might check old bank account statements to see what others are on there. Does anyone know which current payday lenders these bank transactions would relate to? And if I could still claim.

    – think banking AUT
    – textloan.do.uk
    – 1monthloan.co.uk
    – 1ST locate (uk) LTD
    – express finance

    Thanks for your help! Have a great weekend!

    Reply

    • Ross says

      I think Textloan was another trading name of MyJar (now in administration). Express finance was Payday Express and this was wound up a while back and they made a final payment in December 2021. Too late to make any claims for this one.

      Reply

  19. Sab says

    Hi Sara

    These are the figures on the final letter I just received from SafteyNet saying they will only refund interest and charges after the 01/08/21 which is when they claim they say a spike in my gambling. Is there any scope to increase the amount refunded or take what I’ve been offered? Thanks

    Total amount borrowed: £6,179.70
    Interest added: £281.86
    Total repaid: (£6,211.87)
    Amount written off: £0.00
    Outstanding balance: £249.69
    Interest (to be written off): £28.42
    Outstanding balance minus interest: £221.27

    Total amount repaid: £6,211.87
    Amount applied to funds borrowed: £5,958.43
    Interest repaid: £253.44
    Statutory 8% interest: £12.31
    HMRC 20% deduction: (£2.46)

    Redress due:
    £263.29
    New outstanding balance after redress applied:
    £0.00
    Amount written off from your balance:
    £221.27
    Redress to be sent:
    £42.02

    Reply

        • Sara (Debt Camel) says

          ha! Well go back and say you want a full refund from when the account was opened as your bank account showed you already had a big gambling problem at that point, or you will send the case to the ombudsman.

          Reply

          • Sab says

            How should I go about doing this? I’m assuming my best bet is to directly respond back to them saying I have a counter offer? If they reject this will this also invalidate the current offer??

            Thanks a lot Sara

    • Sara (Debt Camel) says

      Just reply that the offer isn’t acceptable as they should have seen a lot of gmabling before. Tell them you want a refund from the start of the account or it goes to the Financial Ombudsman.

      We don’t see cases where a lender has made a serious offer (not a “we haven’t done anything wrong but here is a £25 voucher as a good will gesture” offer) where someone gets less by going to the Ombudsman if that is what you are worried about.

      Reply

  20. Matt says

    Hi

    Had 8 payday loans in 3 months recently with 3 companies,. Got caught in the cycle of getting another to pay off another.

    Is this worth pursuing for a refund?

    On top of these payday loans I’ve got 4 other long term loans, 2k overdraft and 3 credit cards.

    Credit rating is fair with no bad history…

    Many thanks

    Matt

    Reply

    • Sara (Debt Camel) says

      Are the payday loans currently paid off? Have you had more than 1 loan at a time? or in order, one paying off the next. Hahev they increased in size?

      the long term loans – how large? who are the lenders?

      the overdraft, are you in the overdraft all the time – not getting back into the black on payday? or only for a day or so? If yes, how long has this been going on?

      The credit cards, have they increased your limit while you have only been making minimum payments? while you had payday loans?

      what is your debt total now? what caused you to get the first payday loan?

      Sorry for all the questions!

      Reply

      • Matt says

        Had 4 payday loans at once!

        Varied in amounts

        The larger loans are with high st lenders about 1-3k each

        Overdraft has been going on for 4-5 yrs ( I increased it )

        Got into a gambling habit but I’ve stopped now and kinda getting on top of my finances due to selling some assets.

        Thanks

        Reply

        • Sara (Debt Camel) says

          So your total debt is?
          Are the last payday loans cleared?
          And how much of the month have you been in your overdraft for?
          Assets – do you have anything left to sell?
          And how long ago did you get the cards? presumably not all at the same time, did you have gambling showing on one Newday card/Capital One card when that lender gave you the next one?

          Reply

          • Matt says

            Total debt is around £8k

            Cleared 1 of 4 payday loans

            In my overdraft 80% of the month

            The cards are quite recent so no

            gambling transactions on them

            Many thanks Sara

          • Sara (Debt Camel) says

            Then I think you should talk to National Debtline on 0-808 808 4000 about all your debts – they may recommend a debt management plan where interest is frozen. Or a form of insolvency if you are renting, not buying.
            Complaints to the payday lenders are not going to solve your problem, they are just a small part of it. So you need to get a way forard that works for all your debt.

  21. Thomas says

    Hi,

    Does anyone have any information on CASHASAP.
    Are they hard to deal with?
    Also my loans are not on their “my account page”. These were paid off in June 2020..

    Reply

    • Sara (Debt Camel) says

      Send them a complaint. It doesn’t really matter what has happened to other people, does it? If you don’t complaint you have no chance of any redress.

      Reply

  22. Thomas says

    Hi,

    Does anyone have any information on MoneyBoat
    Are they hard to deal with?
    I had 5 loans with them which I believe were all unaffordable.

    Reply

    • Sara (Debt Camel) says

      They are unpleasant, suggest you may have committed fraud. But no-one who has ignored this and sent their case to the ombudsman has any problems with this.

      Reply

      • Thomas says

        Hi, thanks for the quick response. Is it often they offer a refund or do most of these go to the ombudsman?

        Reply

    • John says

      MoneyBoat a nightmare to deal with, as Sara says, they will reply and threaten to report you for fraud, they did the same with me also but its just a bluff. You will almost certainly need to go to the Financial Ombudsman regarding them. One positive thing though I would say is atleast they dont wait the full 8 weeks to respond to your complaint, iirc they got back to me after about 2 weeks

      Reply

    • Dave R says

      They were one of the first lenders to respond to me and offer a partial settlement, and in my desperation at the time, I took what they offered when I should have gone to the FOS. Horrible to deal with, in addition to the fraud threats, I found them rude at every touch point and and extremely belittling. Good luck! Stick it to them!

      Reply

  23. Bob says

    Made an affordability complain with Fernovo last week, to my surprise they have already replied saying they wont uphold my complaint, however have offered me £50 as a gesture of goodwill. I have had 5 loans with them in the last 6 months and paid a total of £290 in interest and fees. Even after the 2nd loan where I took 3 months longer than expected to pay it back they still loaned me a further 3 times. I have replied to them with a counter offer, hopefully they accept but looks like ill have to go to the ombudsman about them.

    Reply

  24. Elaine says

    Good Day Everyone
    I am trying to find the correct email address to make a complaint to Easy Logbook Loan that I took out May 2016 and made payments to a Christian Gachet. Loan for £1250 and paid £3000 back.
    Thanks

    Reply

  26. P L says

    Hi Sarah, thanks for the website its been really helpful, I approached 247moneybox, and made a complaint through Resolver, however I got a rude response saying that my case was reviewed, but I dont have emails or communication or even access to that account, when ive asked for evidence they have sent a response to my email in Resolver like.. ” im out the office”
    the reason I think this response was not automated was because ive replied minutes after they send me the first reply and that reply was like 1 hour later.
    should I escalate this straight to the ombudsman?
    many thanks

    Reply

    • Sara (Debt Camel) says

      unfortunately the Ombudsman will not look at a case where the lender is in administration.

      I suggest you stop trying to communicate via Resolver, it doesn’t help at all in cases like this.

      I am not sure what evidence you are asking for? Have you been told your claim has been rejected?

      Reply

        • P L says

          The evidence I’ve asked it was my loan detais and how did the new administration have my case closed and apparently I had agreed.
          “Thanks for your email. The Joint Administrators have already assessed all loans provided to you by 247Moneybox to determine whether you are due redress. I can see you have previously accepted their assessment.
          The Joint Administrators’ have provided a detailed update of the redress procedure on our website.”

          Reply

          • P L says

            Hi Sara, so I finally was informed that this was with a company named Lantern, because Lantern contacted me and showed me a statement where it says my opening balance was £80 and the settlement is £159.
            What options do I have?

    • Sara (Debt Camel) says

      Was this a loan for £80? had you had other loans fro 247 before?

      What other debt problems do you have?

      Reply

      • P L says

        Yes it qas the only one and i camt remeber the amount ive borrowed from 247 moneybox, I have my credit damaged but no ccjs or other markers appart from delfauts and late payements.
        I had no clue how was the criteria of scoring when I’ve moved to the UK.
        All started with a payday loan because I needed the money to secure a tenancy and that payday loan of £400 8 years ago turned easily into a snowball, taking more loans to pay for the previous ones and turned into £18000.

        Reply

    • Sara (Debt Camel) says

      then you would be highly unlikely to win an affordability complaint for 1 small loan at the ombudsman.

      Later in the snowball when the loans were larger or you borrowed several times from the same lender, you may well be able to win complaints.

      Do you still owe 18,000?

      Reply

      • P L says

        Yes I do, I have a look onto my situation and I can see on my credit report late 2018 my credit usage soared as I was taking more credit to different lenders , that included a £2000 everyday loans , £1500 to amigo ( big stupidity ), £ 759 to likely loans and, about 5 credit cards among other catalogues jd williams and look again.
        Im putting together a complaint to Newday as i had 4 credit cards with them and as they were defaulted i was aproved to another one and its obvious they havent done the affordabity checks as if otherwise they would have realised i was already behing my payements with them.
        At amigo I had placed a complaint already last year in August, and I’ve stopped paying them as I’ve already paid off the amount I borrowed and I cant afford to pay towards my monthly instalment, my guarantor had complained as well and they haven’t tried to take any money from him to date.
        Likely loans I was able to top up my loan but I can’t remember when and how much, and need to think how I’m going to approach them.
        JD WILLIAMS I started with a limit with £200 and it went all the way up to 1500 In a space of the year.
        I had already complained to Loans2go and it was a £300 I didn’t even paid the first instalment and it was marked at £1230 on my credit file and they were all annoyed and somehow I looked at my credit report and they marked it as satisfied with £0 arrears.
        I apologise for the long coment

        Reply

        • Sara (Debt Camel) says

          that Newday complaint sounds a very strong one!
          Hopefully you win the Amigo complaint – you have to decide whether to vote for Amigo’s Schemes so Amigo decides the complaint) or against both hoping they go into administration and the so the administrators make both decisions.
          Big JDW limit increases so quickly – not good if you were only paying the minimum amount.

          Reply

          • P L says

            Im Working on a complaint based in some bits of information I’ve gathered from here and im really positive that it has to work, I need to ask you couple questions Sara.
            In the casuality that, any of the complaints to the credit cards comes back either not upheld or refused ( ive asked refused because a credit card from capital one is dated from more than 6 years) would it be best to reply to them requesting my CCA or SAR?

          • Sara (Debt Camel) says

            send complaints to the Ombudsman if refused. Even if they are over six years old the Ombudsamn can decide to look at them if you only became aware you had a cause for complaint in the last three years, so explain that you knew the cards were causing you difficulty, but you did not know the lenders should have checked increased limits were affordable for you so until you found this out (explain when and how) you didn’t know you had a reason to complain.

            Have the debts been sold to debt collectors?

          • P L says

            Sorry Sara I only have one question more about this thread.
            If the debts were sold or simply passed to be recovered by those agencies, should I take them to ombudsman after I received all the decisions?

          • Sara (Debt Camel) says

            Don’t wait until you have them all, each time you get a rejection if you don’t think it’s right, send it straight to the Ombudsman.

  27. Mel says

    Has anyone heard anymore from 247 ? I read it could be March 22 (now, assuming I do have the year right!) for a dividend payout. I thought Wongas administration was a total shambles, this lot are even worse, communication is dire with them

    Reply

  28. Vh says

    Hi Sarah
    Being chased by debt collector ACI re myjar £512 owed from way back
    My jar in administration I just had email plus says I can’t now go ombudsman
    Is that correct
    Says no redress at all an says they checked that
    Is that cirrrct
    Thankyou

    Reply

      • Vh says

        £800 in total so do owe this
        When they went into admin in 2020 not heard a word until this week an completely forgot about them

        Reply

    • Sara (Debt Camel) says

      So that sounds not a lot for more than one loans. You probably may not have won a complaint at the Ombudsman.
      What is the rest of your financial situation like at the moment? How large are your debts? are you behind with any bills?

      Reply

  29. Emily56 says

    Can I get hard and soft searchers removed from credit file if these were irresponsibility lent? If not how long do they stay on my file for a when go off it can nobody see these?
    I was also wondering if I could complain to a company called steady pay? I have noticed this is not listen on resolver

    Thank you

    Reply

    • Sara (Debt Camel) says

      I have never heard of these being removed. Only you can see soft searches.

      Steadypay are FCA regulated so you can complain and take a complaint to the Ombudsman.

      Reply

  30. Emily56 says

    Sorry I had also complained about Oakham but they said they could not uphold this as they have changed their name. Can I complaint with their new name please ?
    Thank you

    Reply

          • emily56 says

            I had dome this and they had rejected, but other lenders accepted that it was irresponsible and resolver have told a few to refund me as they go through them

    • Sara (Debt Camel) says

      OK but if you want to pusure this, you can no longer go to the Ombudsman and it’s going to be easiest if you complain directly to them, not using Resolver.

      Reply

      • Sara (Debt Camel) says

        Then you are within the 6 months when you could have gone to the ombudsman. But now you can’t. I think the administrators should agree to look at this again.

        Reply

          • Sara (Debt Camel) says

            because the Ombudsman can’t look at any complaint where the firm is in administration. Just say you want to make a complaint as your was incorrectly rejected the first time.

  31. Mack says

    Hi

    Is it justifiable to make a complaint for 1 loan I had with quid market. I had 3 other ongoing payday loans, 4 other loans, 3 credit cards and £2k maxed out overdraft. I was borrowing from quid market to pay off another payday loan.

    Many thanks in advance

    Reply

    • Sara (Debt Camel) says

      how large was it?

      Your overdraft, how long had you been in your overdraft, was this all month, not getting back into credit even when you were paid?

      the credit cards, had they increased your credit limit while you were paying the minimum amount?

      Reply

      • Mack says

        £500!

        Been in my overdraft for 8 yrs. I’ve just started a complaint with Halifax.

        All the credit cards are low balances £200-£1k with no increases

        Reply

        • Sara (Debt Camel) says

          £500 is worth a try but isn’t clear cut – be clear you will take it to the Ombudsman if they don’t accept.

          Reply

  32. Mara says

    Hi Sara

    I was taking payday loans from Speedy Cash, but I haven’t found them on the list. Do they have a new name? Or they got dissolved years ago?

    Please let me know

    Thank you in advance

    Reply

  33. Helen says

    Hi,
    I complained to lending stream last week and they have already replied offering me around £500 compensation for loans 7,8 and 9 of 9 loans I had with them over about 12 months, with the following comments:
    For loans 1 to 6:
    After subtracting your expenses, you had more money than the amount you needed to repay us each month. You would still have money left over to
    spend on other things. This means that these loans were affordable.
    For loans 7 to 9:
    Although these loans were 7 to 9 affordable, we have thought about the number of loans and the time between each loan being taken out. We can see
    that it might not have been a good idea for us to make these loans.
    Does anyone think I should take my complaint to the ombudsman? The reason being my loans were taken out on the following dates:
    1. 2020-07-30
    2. 2020-09-29
    3. 2020-11-06
    4. 2020-12-12
    5. 2021-04-06
    6. 2021-05-04
    7. 2021-07-07
    8. 2021-08-03
    9. 2021-08-13
    So all my loans were relatively close together, do you think I’d have a good case to go to the ombudsman or should I just accept the offer? I’m not unhappy with the offer so if its going to be hit or miss with the ombudsman I will just accept it.

    Reply

      • Helen says

        £200
        £150
        £200
        £300
        £150
        £200
        £200
        £170
        £170
        I got myself in the situation at Christmas time where I had 8 different payday loans out with 6 different lenders and the repayments were more than I could afford, this wasn’t the first time that’s happened, so although these loans by themselves were affordable, combined they all weren’t and lending stream used to encourage me to apply for my full limit and have the maximum of 3 loans out at once, which has contributed to me being in this situation.

        Reply

    • Sara (Debt Camel) says

      I think you may well get the 6th loan refunded at the Ombudsman but it’s not certain. Possibly 5th.
      But if you aren’t unhappy with the offer, it’s up to you.

      Reply

  34. Lynne says

    My credit report shows ‘no accounts in arrears’ but then one shows ‘in default’. What’s the difference?

    Reply

    • Sara (Debt Camel) says

      Arrears are where the lender has recorded up to 6 missed payments. A default is where they have added a default date.

      Reply

  35. Ann says

    Hi,

    I am trying to sort out a mess. I took out a Drafty line of credit a few years ago when my partner had serious health issues and was off work for a few months at a time. I have been juggling debts for year missing some payments to pay others for years. I am finally making headway, but am stuck now with getting on top of my priority debts. I have recently been diagnosed with ADHD,
    So impulsivity and not reading the fine print are issues for me. I didn’t realise how but a deal priority debts were, and I am very behind. I need to priorities these and not pay the smaller loans I have. I have about £450 left on my Drafty. I was initially given a line of credit for £1000, then it was increased to £1400 and then £1600. My partner was off work a lot so if they had done any serious checks they would have seen is it worth me making an affordability complaint for this?

    Thank you!

    Reply

    • Sara (Debt Camel) says

      Yes, make a claim to Drafty using the template in the article above.

      Can you say what priority debts you have?
      Apart from this Drafty debt, what other debts do you have?

      Reply

      • Ann says

        Hi, I have a lot. I need to get caught up on council tax, gas and electric. I also have a today loan with Dot Dot, and Safety Net. I also have a couple credit cards and a big loan that is with a debt collection agency. My partner is healthy now and we both make good money now, so I have the cash to pay towards things. It was a long painful few years where I wasn’t making much and he was off work a lot and I had to carry the weight. I have paid off almost £12,000 in the past year or two. Still have £20k to go. I am grateful for the adhd diagnosis help me see where I need to improve, but frustrated with the mess I have to clean up partly to circumstance and partly to bad decisions. My partner is on board with paying off, but is insistent we need to leave a bit of money for us to enjoy life a bit as we haven’t had much of a life even before the pandemic due to I’ll health. Thank you for the help!

        Reply

        • Sara (Debt Camel) says

          the loan with a debt collector – how large is it? what was the interest rate?

          How long have you been using SafetyNet credit?

          You HAVE to prioritise the council tax, clear your gas and electric arrears and be prepared for the increasing gas and electric bills.

          Reply

          • Ann.. says

            Safety net has probably been 3-4 years, most debt was taking out trying to stay on top when things went bad four years ago.

            Council tax will be mostly up to date this week with a plan in place with them going forward. Gas and electric will be sorted in a few weeks. They are my top priority.

            Large loan has £6k left, it was taken out probably five years ago and was rolled from £5k Loan into a £10 k one. I can’t remember what the interest was at the time. It was with a high st bank so wasn’t as high as a others. There has been no interest accruing while it is with a debt collector.

            Ps. I locked in our energy rates in November, so they aren’t as good as they used to be, but are way better than what’s going on now and locked in until November 2023. I work from home and we are on top of our energy with the smart meter, and we aren’t going out as much to manage fuel costs. I am equally saavy and stupid with money 🤦🏻‍♀️

          • Sara (Debt Camel) says

            The “equally savvy and stupid with money” isn’t as rare as you may think.

            If you set up routines for checking your budget, bank account etc, they can cut through the “over-thinking” and obsessive thoughts that are common with ADHD.

            If you don’t mind another social network, then there is a big #debtfreecommuityUK on Instagram. For moral support as things continue. I am @debtcamel over there.

            From what you have said, you should also be making an affordability claim against Safetynet Credit – same as Drafty.

          • Laura says

            Definitely try against safety net! I had them for four years, made complaint (Was 800 in it every month) they agreed within 6 weeks and paid out over 4000 to me

  36. Jayne says

    Does anyone know how long bamboo take to look at complaint ive had phone call of them and acknowledgement email in 1 day

    Reply

  38. D says

    Hi Sara,

    I have had account with SafetyNet since 2018 starting with a credit limit of 300 then with 390 now at 510. Every month since opening the account I have had to use it all and the full balance incl all interest is repaid in full by the end of the month to avoid a negative mark on my credit report. I still have to borrow back the full amount each month to cover bills and living expenses. To date I have paid over 3000 in interest and will have to pay a further £100 of interest this month. . When I first applied for SafetyNet, I had two different loans in default on my credit record and had been regularly going into an unauthorised overdraft. My bank statements around the time would’ve contained some gambling and even though I have my gambling under control, still shows gambling. My only concern is that I repaid in full every month which may seem like the loan was actually affordable. Do you think I still have a case?

    Thanks D

    Reply

    • Sara (Debt Camel) says

      Yes this sounds like a very strong case. Repaying is not a sign you could afford it if it left you so short you had to borrow again.

      I suggest you make a complaint and if you aren’t sure they have made you a good enough offer, come back here and ask.

      Reply

      • D says

        Thanks for the reply. Seeing how you’ve helped countless others with your advice, I decided to send an email to them and it’s now a waiting game. I’m my email I asked for them to remove any negative records however due to making all payments on time, I don’t have any negative records from them. I feel I’d be happier if they completely removed any record of themselves from my credit report. Should my complaint be upheld and they make accept my offer, would it be reasonable to request a complete removal instead of removing any negative entries? I decided to I’m committed to sorting my credit score this year and this would be a great help.

        Reply

      • Lynne says

        Hi Sara, just reading through D’s issue with SafetyNet, I hope you don’t mind me sending you a message. My husband took a heart attack which meant no income for a period of time. This hit is really hard and he applied to SafetyNet for some help. We had the exact same profile as D. with credit being increased and repayments becoming more difficult and spiralling out of control. I complained to SafetyNet and it was rejected. I then took the case to the FOS and it was rejected also. I provided statements of the period of time (which was over 2 years)
        showing the increase in payments and how it was spiralling out of control with each month having to increase the amount to offset the previous months re-payment and manage day to day bills. We had to take out further loans to clear it in the end and to help ends meet. We have had loans (majority with Lending Stream that have all been repaid) Can you advise if I would be able to raise this complaint again with SafetyNet or the FOS and if we can raise a refund letter with Lending Stream? Many thanks

        Reply

  39. Jade says

    Hi Sara,

    I found your website originally because of the QuickQuid administration where I’ve been following the comments recently for updates. I took your advice to contact other lenders and contacted Lending Stream who was the other company I had many loans with besides QQ.

    I sent an affordability complaint to them on 15th March and received a settlement offer from them this morning (so 9 days later) of £1349.72 which is for 12 out of the 16 loans I took out with them between 2012 and 2016, which I am more than happy with – especially as all but 2 of the loans were over 6 years old which made me think they would reject my complaint. The process was really simple, I followed the link they sent me (I was wary of this given all of the advice relating to scams and to not follow links online asking you to enter bank details – if other people hadn’t talked about this being part of the process here in the comments I would have been very hesitant) and the money was in my account about an hour later!

    I just wanted to say a huge thank you to you Sara for all the work you do on this site. I was in an awful cycle of payday loans, credit card and overdraft debts from 2012 to 2017 and wish I had found your site during that time. I have long beaten myself up for those years and never thought I could recoup any of the money lost during that time, so this is a wonderful surprise.

    Thanks again,
    Jade

    Reply

  40. Andy says

    Wish i had came across this site a couple of months back.
    Intructed a solicitors to follow up my claim with Lending Stream, Lending stream have came back with an offer of £3,200.00 but the solicitors take 36%!
    Has anyone had any experience of the timeframe it takes Lending Stream to pay out, it did say 3-5 working days when i accepted the offer but i’m dubious.

    I’ve used one other loan company in the past which was Mr lender, i have just used the template off here and sending it to their complaints department, has anyone had any luck with lending stream? From my emails it looks like they supplied me with 16 loans between 2018-2020!

    Reply

    • Lynne says

      On my first dealings with lending stream they weren’t too helpful however after further contact/complaints etc they refunded what I’d paid and wiped off the rest of what I owed all in a matter of days. And even better they agreed to remove it from my credit file.

      Reply

    • DaveK says

      Andy, I sent a template from this website to lending stream a few weeks ago. I’d had 20 odd loans throughout the same period. A week after sending the template they sent me an email with a refund offer of 12.5k. There was a link in email to click if I accepted offer. The money was in my bank around an hour later

      Reply

      • Andy says

        That’s great!
        I accepted the link on the email pdf on Wednesday, but still no payment as of yet
        I have spoke with live chat who have confirmed the amount and bank account the money is due to go in to, so i guess i have just got to wait it out a few more days

        Reply

  41. Mike says

    Mr Lender will play hardball at first (bit awkward, the usual warning about fraud) and they take a little longer to come back but OK in the end. They drop the awkwardness once they realise you’ll put up with it to get a payout

    Reply

  42. Lynne says

    Are there any payday lenders still in existence? Just wondering if there’s anyone I’ve missed to complain about!

    Reply

    • Mike_p says

      It would probably be easiest to get a copy of your credit report and see who you have borrowed from, and then look them up to see if they are still going or if you are still able to complain to the administrators.

      Reply

      • Lynne says

        The ones I remember lending from
        Red wallet
        Loans 2 go
        Fair finance
        Oakham
        I’m sure there was more….

        These ones I’ve heard from and/or settled:
        Wonga
        Ferratum
        Quickquid
        Cash 4 u now
        Caahfloat
        Moneyboat
        Lending stream
        Mr lender
        Uncle buck
        Sunny
        Satsuma

        Reply

        • Sara (Debt Camel) says

          Red Wallet was a trading name of uncle Buch – they went into administration a while back and the deadline has passed to make claims.

          Loans 2 Go is still going -the worst loans in Britain I call them… How large were your loans from them?

          Oakham went into administration last month – send the administrators a claim.

          Fair finance is still going – how large was your loan?

          Reply

          • Lynne says

            Loans2go I’m faintly certain was £300 but they say I owe £1,048 which apparently is what the total repayable would’ve been.

            Fair finance £600.

            I’ll contact the administrators for Oakham.

  43. jacqui says

    Hi Sara do you have a template affordability complaint letter I can send to Lending stream please

    thanks

    Reply

      • Faye says

        I logged in to the creditors report from the letter they sent, and if I’m reading right, another million pounds spend liquidating 247 by Harrison’s, that pot will be penniless before much longer I would think, they also handled uncle buck, and reading that report it looks like no redress was paid as nothing was left and they were quite a big company…wish I was a penny behind Harrison’s 😂😂

        Reply

  45. Andy says

    Update: money received from lending stream at 6.30 this evening.
    Next in the list, TSB overdraft.
    Thank you!

    Reply

    • Sara (Debt Camel) says

      so if you went to the Ombudsman and they agree the loan is unaffordable, your balance would be reduced to 300 – 180 = £120.

      You can say that their offer is unacceptable and unless they reduce the balance to £120 you will send it to FOS.

      Or you could offere a compromise, saying that in the interest of a speedy settlelent, you would agree to the balance being reduced to ££420 – which means you will have paid interest as though it is a payday loan. And ask for your credit record to be cleared and to be allowed to repay at an affordable rate of £x a month. Otherwise you will send the complaibnt to FOS.

      Reply

  47. Claire says

    Surly 247 money box can’t drag this on any longer…
    No updates for far too long…
    Is there a chance of there being any money left by the time they’re done?

    Reply

    • Lynne says

      My only dealings with them was when I tried to claim unaffordable loans and they told me because I’d accepted a write off of the remaining balance that that essentially was my ‘compensation’. The replies were very slow though.

      Reply

    • Paul says

      They have given creditors until March 31st this week to submit any claims – I had a letter about this about a month ago. It said that if I was a creditor bwcause I was a MB247 loan taker then I didn’t need to submit anything more.

      I ‘think’ the letter said that claims would be paid out in April ( although I may have read that elsewhere – I’ve certainly got that from somewhere though ).

      On the downside I am not expecting a very big %age payout at all.

      Reply

      • Paul says

        Further to this on the administrators’ website ( I assume liquidation from here is fairly quick hence the April? payout, although the March deadline will be missed if there is still the option of submitting a claim before March 31st ) :

        “Move to Liquidation

        As an alternative and to reduce the timescales and provide a greater degree of certainty to customers and creditors regarding the payment of a dividend, it is the Joint Administrators intention (as contemplated within the original proposals circulated to creditors) to move 247 to liquidation imminently for the purposes of paying a dividend to customers and creditors as soon as possible. In these circumstances the current Joint administrators will become the joint liquidators of 247 and continuity will be maintained. Whilst consent is not required from the FCA concerning this matter, we have advised it of our intentions.

        It is anticipated that on the basis that 247 proceeds into liquidation within the next 7 days, we would hope to be in a position to pay a dividend to creditors in March”

        Reply

  48. Lynne says

    Update from Oakham administrators should anyone need it.

    Thank you for your email. I can advise that the business is continuing to trade whilst the company is in Administration and you can lodge a complaint to the company in the usual way.

    I set out below a link to a webpage where we have provided some guidance for customers in relation to the Administration:

    https://www.krestonreeves.com/oakam-ltd-loal-app-faq/

    I hope this is helpful.

    Reply

  49. Nat says

    Hi, I recently put in a affordability complaint to Safetynet credit due to feeling that the loans were completely un affordable , used for over 4 years consistently , was always in my own overdraft , and always needing to reborrow due to the huge chunks they took on payday as well as other debt. They can see my bank details and would have seen consistently being in my overdraft , as well as changes in my income due to changing jobs – one year my income changed to quarterly payments instead of monthly due to a grad scheme , and they happily increased my credit without proper affordability checks. Only way I payed back was by borrowing from another lender to “consolidate” . Safety net did not uphold the complaint . Should I go to the ombudsman and if so how long can it take ?

    Reply

    • Sara (Debt Camel) says

      definitely go to the Ombudsman! It’s easy to send a case, and if it takes many months to go through (this is unpredictable) then you will still be much better off at the end if you win (and it sounds like a good case). What do you have to lose?

      Reply

    • Rose says

      Just to add to Sara’s comments – I complained about SafetyNet, and they didn’t uphold my complaint: FOS said they never should have approved me an account, and should repay all the interest from the start, on the grounds that they had access to me bank account, and could have seen the whole situation there, even without CRA information etc. Obviously, I don’t know your broader situation – mine was existing defaults, late payments, massive evidence of payday lending etc – but I think it’s well worth pursuing in your case.

      My case was last year – it took about six months all in all, from putting it in with the FOS to getting a determination, and then it took about another month to receive payment from SafetyNet. I think it very much depends, though – I’ve currently got one with Mr Lender that’s still not resolved (MrL didn’t agree, so it’s gone to an Ombudsman) and it’s taken about 9 months to get to this point; one with JD Williams has been there over a year, and hasn’t yet been allocated to an adjudicator yet.

      Reply

  50. Saz says

    Hi Sarah,

    Just wanted to say thank you for this!!
    While waiting for my Quickquid refund and saw your comments about drafty and safetynet I put unaffordable claim in on the 16th march 2022.

    Drafty have already come back to me saying they uphold my complaint and offered me a refund of £425.99 this is interest paid plus 8%. I’m over the moon with amount in all honestly didn’t think I would get anything! SO thank you 😊 hopefully will get a response for safety net soon!!!

    Reply

    • Sara (Debt Camel) says

      Hope you get a good response from Safetynet – dont accept a low offer if you have borrowed from them for years without thinking about it – you may be able to get more or a lot more at the Ombudsman

      Reply

      • Saz says

        Ok thanks Sarah, what’s usually the turn around time for a response they have sent copies of my loans but I can’t work out the interest I paid 🙈 I know I had them over a few years and was increasing my limit started off at 250 went up to 850 got in but a of a mess but got made redundant and got a chunk of money so I was able to finally pay it off and close the account as I got another job straight away xx

        Reply

      • Thomas says

        Hi,

        It’s an affordability complaint about Moneyboat.
        They rejected my complaint and threatened to report me for fraud etc…

        Reply

      • Steve says

        Is that a few months until they acknowledge the complaint? I complained to Lending stream about irresponsible lending but they refused to uphold my complaint so I have taken it to the Financial Ombudsman. I have complained based on my debt problem history and financial difficulties caused by a compulsive gambling problem. Not sure if this is a valid complaint or not but I feel like it is because when they asked to access my account, I feel like they should have noticed the amount of money going in from various gambling websites which indicates a gambling problem. They only had access to see the money going in and not going out of my account.

        Reply

  52. Ryan says

    Sorry I’m not quite sure where to find the information regarding contacting transunion asking them to quash loans where a company has been liquidated.

    I have- 24/7 money box, wageday, elevate credit, wonga and quickquid.

    Have any of these got to the stage whereby they wouldn’t reply to transunion?

    Thanks

    Reply

  53. emily56 says

    i am going to write again to oakham, they have already rejected my complaint, what should i include please?

    Reply

    • Sara (Debt Camel) says

      Resend your original complaint and say it should not have been rejected because of their name change.

      Reply

    • James says

      There are multiple finance companies (and utility companies) that are not listed on the Resolver website. It doesn’t matter anyhow because their service is rubbish, companies never reply to you and there is no trail to use as evidence if you need to take something to any of the Ombudsman services. You are best to go to the companies directly.

      Reply

  55. Ann says

    So Draft have come back to me and offered a refund of £301.70, and wiping off the £450 I still owe.

    They have given me a breakdown of what I said my expenses were and they are not accurate. I can’t imagine putting that my portion of the rent being £250, when it was never less that £375 a month.

    How do I go back and challenge these amounts? One of my symptoms of adhd are not absorbing info and accepting things too quickly without checking.

    Reply

    • Sara (Debt Camel) says

      Have they told you how much interest you have paid overall? How long have you been borrowing from them?

      Reply

      • Ann says

        Hi,

        They gave me 29 page pdf showing all the transactions. Borrowing since 2017, total interest transactions I calculated was £3700

        Reply

    • Sara (Debt Camel) says

      then their offer sound pretty poor, doesn’t it?

      I suggest you just send the case to the Ombudsman.

      Reply

        • Sara (Debt Camel) says

          If Drafty have rejected your complaint, you can go to the Ombudsman. Their rejection should have told you that you have the right to do this.

          Reply

          • Ann says

            They have partially upheld. Sorry, I did read that I had a right to go to the ombudsman. It says this is their final offer and if I don’t agree to go to the ombudsman. One of my main symptoms of adhd is rushing, not reading things through properly, and asking questions.

            Thank you

    • Faye says

      Hi Sara, thank you for the information, a quick question with Icl we got 8% interest does the 9 pence include that, or have I got it all wrong, I have no idea what I am due as Harrison’s have never told me any figures🙂

      Reply

      • Sara (Debt Camel) says

        The 9% will probably be on a redress figure that includes the 8% interest. But the amount you will be paid will not have any tax taken off it (at least that is what normally happens)

        Reply

  58. Mr Sanjeev says

    Hi Sara.. You have been magnificent with all the the feedback you give and understanding everyone’s individual situation. For me gambling got the better of me and reading what people write on here I understand what they write
    But we I believe we knew or know what we were doing when taking out the debt. Our minds have a way of hiding right from wrong but we knew it was wrong to to take loans
    This is why I praise you for helping us.. Its hard being in debt when companies do prey on us because I know we done it for good reasons. Everyone please try to get out of debt and happy and stress free. The hard work will benefit you.
    ONE LOVE

    Reply

  59. Aeron says

    Regarding 247 moneybox does anyone actually know their claim value? I have an accepted claim but have never been told the amount 🤣

    Reply

    • Paul says

      I don’t.

      I definitely had a claim in the system and I’m 50/50 that they told me ecactly how much it was… but the email seems to have been lost somewhere in cyberspace, if indeed it existed at all.

      I’m at the stage where I don’t actually know 100% if I am getting anything at all from my 3 outstanding lenders – MB247, QuickQuid and Satsuma – but all should become clear soon.

      Reply

  60. Geraint says

    Hi all and sara, i found this page after following updates from QQ,, ive been reading everyones posts and glad to see im not the only one who got their selves into a bad situation with these payday loan companies! Tonight i have sent off emails to those i had loans with so now just have to wait and see what happens! I never would of been able to do it without the information i found on here so thank you for that! Hopefully i can get something back out of the hundreds/thousands i payed out!

    Reply

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