Have you had problems with payday loans? 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 here. This works if your payday loans were repaid or you still owe money.
Contents
What are “unaffordable” loans?
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.
A loan is not affordable just because you haven’t missed a payment – if paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
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. Payday loans are meant for short-term problems.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or your credit record showing increasing debts.
How much compensation can you get?
A typical payday loan decision by the Ombudsman is that the lender should refund all the interest you paid after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times, you can get a refund from just one loan.
Which lenders can you get refunds from?
Lenders include:
CashASAP, Drafty, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, Lending Stream, LoanPig, Mr Lender, Moneyboat, My Finance Club, QuidMarket, Savvy, TickTock, The Money Platform, WageMe.
See this list for payday lenders for a longer list and their email addresses to use.
You can make claims to lenders who have recently stopped lending. It is probably too late to make claims to other lenders who gave up more than a few years ago.
For larger loans there are better template letters to use on other pages:
- 118 Money, Everyday Loans/Evlo, Likely Loans/Finio, Reevo, Bamboo, Updraft, Lendable, bank loans and other long-term loans.
- Loans2Go – the worst loans in Britain!
- doorstep lenders and guarantor lenders,
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
If 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. Winning a complaint then speeds up the DMP.
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 have to go to the Ombudsman.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA or the Direct Debit to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
Start your complaint
It’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Find the lender’s email address for complaints from this list. If your loan was sold to a debt collector, you complain to the original lender.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
I am making an affordability complaint about the loans you gave me. You should never have given me these 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 and the rest of my credit record that my debt problems were getting worse. It was not responsible to continue to lend.
My credit reports would have shown all my other debts [include this if it applies: 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.
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.
Some ways to improve this
Add any other points that help you describe what happened to you. 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.”
- “I had a gambling problem and your loans made this worse”.
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 (say £800 or more), 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 difficult complaint to win. If you have borrowed twice from 5 leaders, that is much more difficult to win affordability complaints than having 4 or 5 loans from two lenders.
Sometimes a lender will offer you a small goodwill amount to give up eg £50 or £100 so if you only had one loan and it wasn’t large, that would be a bit of help.
Waiting for a reply from the lender
This email starts your affordability complaint.
The lender should reply to your complaint within 8 weeks. Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
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.
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. Don’t bother to send payslips.
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 rejects the complaint or makes a poor offer
If the lender says No or offers you a small amount, 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.
Give up?
Some lenders try to make your case sound bad when it isn’t. Ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications – see Lender says I lied for more about this;
- some loans were paid early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- loan size 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 closely;
- some loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think you should have more refunded;
- an offer to write off your current balance may sound helpful … but it may be very poor if you should get a cash refund as well.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an instalment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. If you aren’t sure, send the case and let them make an independent decision.
How to send a complaint to FOS
Put in a separate complaint about each lender. There is no limit to the number of FOS complaints you can make.
Send the rejections as they come through – don’t wait until all your lenders have replied!
FOS’s “complain online” option is easy and asks for the information to set up your case.
Attach:
- the lender’s reply.
- 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.
- your TransUnion Statutory credit report
- it doesn’t matter if you don’t have the credit agreements, FOS will get them from the lender.
What happens after you have sent a case to FOS
Your case will wait for the lender to send FOS their case file and then be picked up by an investigator/adjudicator who will make a decision on it.
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 have been bankrupt unless your borrowing was all after your bankruptcy – 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 you are in a DRO now, a refund of more than £2,000 may mean your DRO is cancelled! But many payday loan refunds are less than that.
More help
Ask a question in the comments below.
Don’t use a claims management company. They are expensive and often incompetent. FOS says individuals making a complaint have a better success rate than claims firms.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
Joe says
How did you complaint to Lending Stream? Can’t see a redress scheme on their website to input information?
Sara (Debt Camel) says
There is no formal redress scheme, you just send them a complaint. They like you to use their form here https://www.lendingstream.co.uk/contactus-step2/?sel_val=customer or you can try emailing lisa.middleton@gaincredit.com
Gemma says
I emailed MyJar last week with ‘claim’ as the subject, following the advice given.
I’ve not heard anything back. Has anyone done similar and heard?
Thanks.
Sara (Debt Camel) says
what email did you use?
Carlo says
Same..i emailed them last week thursday and havent heard from them either..i used the email address u posted recently Sara to use for myjar
V says
I emailed Harrison’s regarding my jar as I have a claim with them to and it says email inbox is not responding to emails. There webpage says if you are due a redress you will be emailed by end April if you don’t here anything you aren’t getting a payment. Payments will be made in may.
Kevin says
Hi Sara,
I was declined a refund off of Lending Stream in 2018. Would I be able to apply again or would I get the same response?
Sara (Debt Camel) says
did they tell you in 2018 that you had the right to go to the Finacial Ombudsman within 6 months?
Kevin says
Hi Sara,
To my knowledge, they didn’t.
Kevin says
Hi Sara,
To be knowledge, no.
Sara (Debt Camel) says
well if they didn’t, you can still take your original complaint to the ombudsman. But if they did, then it is too late. You can’t just make the same complaint twice.
Jamie Peters says
Hi, just wondered if anyone had received their dividend payment from 247Moneybox yet. I’m still waiting as it was meant to be paid in the last two weeks. All I am getting back from then are automated emails stating that I can see how much I am due back through the portal. Unfortunately I cannot see this information, I did update my bank details when asked.
Sara (Debt Camel) says
yes a lot of people were paid last week.
Jamie Peters says
Thank you. Harrison’s aren’t exactly being helpful, not replying to any of my messages, just getting automated responses. Don’t know what else to try.
Sara (Debt Camel) says
In https://www.247moneybox.com/Update-31-March-2022.pdf they say: “If you have not received your dividend by Friday 15 April, please contact us via email at 247dividend@harrisons.uk.com and we will respond to your enquiry as soon as possible”
have you emailed that address?
Jamie Peters says
Hi Sara, yes that’s the email address I have been trying and all I got was 3 of the same emails saying you can check the amount in the portal, but there is no info whatsoever about the amount I’m due. Harrison’s seem as about as good at communicating as the administrators that dealt with Wonga.
Lenny says
Hi Folks,
Just looking for a quick bit of advice, of course. I had an old account with Piggy Bank or DJS LTD which I raised a complaint about. The debt has since been sold to Asset Collections and Investigations and I have been dealing with TM Legal Services for some time in relation to it. This was registered as a CCJ in 2019 and is also showing on my credit record as being defaulted in 2017.
I have been offered a significant refund which will leave me with less to pay than I have already paid to TM Legal Services, and it also says they will remove the adverse credit history. Where do I stand with the CCJ – will I merely have this marked as satisfied or should I aim to have it entirely removed? Is that even possible?
Thanks, L
Sara (Debt Camel) says
I have been offered a significant refund
offered by who?
Lenny says
Sorry – by Piggy Bank. They will offset it against the outstanding balance is what they have said.
Sara (Debt Camel) says
ok then ask them to arrange to have the CCJ “set aside”. that is the legal term for removed.
Christina Wynne says
Hi. Has anyone had an email from myjar yet?
Adele says
No, I’m waiting!
Emma says
No and my case was messy. I made an affordability complaint which they upheld but then they dragged their feet for weeks, promising that it would be paid but there was an internal delay. That delay was obviously that they were going into administration but they didn’t want to admit it before it was formally announced. I don’t even know if the administrators will respect the complaint decision or not even though full and final settlement contracts were signed weeks before they actually went into administration. I think we’re meant to hear in the next few weeks.
Christina Wynne says
It says on Harrisons website if you do not receive an email by 30th of April you will not be receiving any redress.
Daniel says
Has anyone had any success with safety net? If so what sort of time frame was it from start to end. I know mine will be longer because of easter just curious. Thanks in advance.
Paul says
Yes. I got £10K from them.
I was basically re-borrowing every month for 5-6 years and paying £200 each month for the “privilege” of doing so.
I can’t remember how long the claim took, but it was weeks rather than months/years.
M says
I had dealings with them. I found them quite easy to deal with! They made things very clear and took about 7 weeks to make their decision.
Kelly says
Is My Jar only paying a certain percentage like Provident?
Sara (Debt Camel) says
yes and it is likely to be low.
K says
Hi Sara
I recently contacted myjar with an affordability complaint letter. I had heard nothing for a few weeks since the letter and just today they have sold my account to a debt collection agency to pay the outstanding, yet I was writing to them to request a refund for the high interest they had been charging. Are they allowed to do this ? Do I write back to them ? What do you suggest I do ? I still owe £400 but I had not had any contact with myjar since 2018 as I had originally taken out a loan for £1600, I have paid over £2000 in interest charges and payments I have made come to the amount I’ve borrowed, but I stopped paying because I just couldn’t afford it anymore. Any advise would be appreciated thank you.
Sara (Debt Camel) says
I suggest you ask them what has happened to your claim.
Toni says
So happy!! Finally after about 18 months my payday company has agreed with the ombudsman and is refunding all charges interest etc for 15 loans!! Just got to wait another 28 days for them to send the money but I am so happy. They wouldn’t even discuss it with me,i think went through a company who try and get ur back for you which they again couldn’t get anywhere but finally ombsman stepped in and they have agreed
Lynne says
Who was it?
Toni says
Its not a very well known one as local to where I live but its called compton finance
David says
Hi
I have made an affordability complaint against Quidmarket. Does anyone know? Are they difficult to deal with? Do they reply within 8 weeks? Do they ever settle without going to Ombudsman? Thanks
K says
Hi Sara
I recieved an email today from safetynet after using one of your templates ( thank you so much ) saying they will pay me back my interest on loans I took out since 2013. But for some reason they will not take responsibility for the loans since 2017 which were on a different account. The loans since 2017 are clearly as unaffordable as the original loans and so I am not sure if I should contact the FO or except there offer to me. If I contact the FO will I loose the original offer from safetynet ? My loans total £20,000 and they have offered me £4500 which is great but tbh I’m probably due the same again from the loans from 2017 onwards on the other account. They are saying on the other account it’s affordable and I owe them £503. Hope I’m making sense. Please advise.
Thank you.
Sara (Debt Camel) says
why was this a different account – was it a different account with them?
Or on a different bank account? Was this other banks account much healthier?
Hayley says
Hi, I just came here to say thank you so much for your website! I have had many payday loans over the years out of desperation, and after having a good look at this website I’ve used your template to send to all of my previous and current lenders. I sent your template to lending stream at the beginning of the week, and have woken up to an email saying that my complaint has been upheld. My whole £500 debt has been wiped out, my credit file is being updated and I’m getting a refund of £60 which is a huge result for me. Thanks again :)
Leigh says
Hi
Just want to say thanks for advice on your website.
I had many loans from lending stream (14 over period of 3 years), so on a wing and a prayer submitted an complaint last Tuesday (12th April) and today received offer of £1680, I accepted as tallied up with what I expected and money was in my account immediately. Thank you so much would have never tried if had not been for this website.
K says
Thank you for getting back to me. I can’t remember if I used a second bank account, but I basically had 2 accounts opened with safetynet. I have tried to copy paste the breakdown of each on here for you to see but the loan is too long to copy paste ! They have made a few errors as on both letters they have called me Mr instead of Ms and on one letter they have stated loan started in 2017 but it actually started in 2013. The response of how I handle this is so important to me, as this money would be life changing as 3 years ago I was living in a travel lodge as had no money to re rent a property. So I want to make sure I get your expert advise. Forgive me if I post too much info 🙏🏻 Will try inserting on a reply message.
Sara (Debt Camel) says
Well i suggest you try first to get them to change their mind… reply saying you don’t know why they allowed you to open a sceond account but your finances ahd not improved to that account wasn’t affordable either. Ask them to review their decision or it will be sent to the Finacial Ombudsman.
k says
this is the one they offered a redress ;
Total amount borrowed: £18,961.88
Interest added: £3,295.44
Total repaid: (£22,255.82)
Amount written off: £0.00
Outstanding balance: £0.00
Interest (to be written off): £0.00
Outstanding balance minus interest: £0.00
Total amount repaid (since 01/03/2013): £21,931.82
Amount applied to funds borrowed: £18,661.88
Interest repaid (since 01/03/2013): £3,269.94
Statutory 8% interest: £1,757.96
HMRC 20% deduction: (£351.59)
Redress due: £4,676.31
New outstanding balance after redress applied: £0.00
Amount written off from your balance: £0.00
Redress to be sent to you: £4,676.31
Sara (Debt Camel) says
that was a lot of borrowing. You know your situation wasn’t any better, so you can either send this straight to the Ombudsman now or push back and tell Safetynet credit to look again or it goes to the ombudsman. They do sometimes change their mind.
K says
Hello again Sara
I sent a template to MyJar who I had not heard from in years regarding my outstanding debt which they still have not stated how much it is for. Anyway I just recieved a long email saying that
Notice of Assignment
With effect from 13th April 2022, MYJAR has assigned all its respective rights, title and interest in respect of your MYJAR loan(s) to Perch Capital (company registration number 11207867). Perch Capital has appointed ACI-UK Limited (“ACI”) to manage collection of the outstanding loan balance on their behalf.
I’ve written back explaining I cannot afford to pay any company as my financial situation is so bad due to there high interest charges and I would appreciate a proper response in regard to my original affordability complaint. I also told them if I do not get a response from them I will go to the FO. Any other advise how I should proceed with them. Thank you 🙏🏻
Sara (Debt Camel) says
can you tell me about the rest of your current financial situation? Are you behind ion any important bills? How large are the other debts you are repaying? Are there any other debts you are not paying apart from this one?
k says
I have catalogue debts £3000, I have a moneybarn high interest car loan £12500, I have about 5 payday loans which i have written to all of them using your templates, but I was paying very small monthly amounts on those totally £100 per month. The total debts for payday loans is around 5k. I am up to date on my rent and council tax, but I am a front line worker on a low income and only have enough to cover minimum payments on these debts and can just about afford to live. As I write to you my Jar have just informed me …
Good Afternoon
Thankyou for contacting us.
We can confirm that your complaint will still be upheld with MyJar.
The complaint is with our complaints team, however a response can take up to 8 weeks.
Please contact ACI on the below information to discuss your outstanding loan and they will be able to place your account hold and discuss any payments or difficulties.
Tel: 01273 634941
Email: info@aciuk.co.uk
So I guess when they write to me I will inform them to put the account on hold until i hear back from Myjar with an offer ?
Sara (Debt Camel) says
Yes, you can add that you have a low income and car finance so would only be able to pay a token £1 a month to any non priority debts such as old payday loans.
The car finance – how much did you borrow? the loan amount, not including any interest? And how much have you paid to this so far?
K says
Car price £8451
I put down £1500
Credit borrowed was £6951
Interest charges £6685.08
Total charge for credit £6685.08
Total repayable £15,136.00 over 60 months
I’ve paid £235 per month for the last 12 months.
Sara (Debt Camel) says
Thanks for all the figures – it makes it easier to see what is happening!
you may be able to win an affordability complaint about the car finance – Moneybarn are losing a lot of these cases. But until you have paid off what you borrowed which is after 30 months, so 18 month from now, if win the complaint you would have to hand back the car but get a refund…
So if you need to keep the car you have to delay making an affordability complaint until you are nearly at that point… say 16 months from now. Make a note to come back and do this in Spetember next year!
K says
Thank you so much for that Sara I’m so very grateful 🙏🏻
Beth Hughes says
This is interesting to read! I too have a high interest loan for a car with moneybarn.
It was a 5 year plan, car was 8k, paying back 15k and I have 1 year left.
Am I in a position to do an affordability complaint here? Thank you
Sara (Debt Camel) says
Yes if you think the car fiance was unaffordable – you couldn’t repay it and your other debts, bills and expenses without getting deeper into debt.
You have obviously paid more than the amount borrowed, so if your complaint was upheld, the balance would be wiped and you would have a refund of the amount over 8k that you have so far paid.
See https://debtcamel.co.uk/refunds-large-high-cost-loans/ for a template to use. Expect Moneybard to reject this and then send it to the Ombudsman.
Darren says
4 weeks ago I complained to Lending Stream for 10 consecutive loans taken out in 2010 onwards
They have upheld my complaint
£2800
Redress in approx 28 days but I see people have received it within 3 days
Some even on the same day
Buzzing
Becks Mash says
Hey all just had this from Lending Stream. Does this sound like they upholding my claim/complaint or not. The ‘upheld both your loans’ comment confused me
Thank you for sharing the additional information with us.
Please be advised that we have reassessed your complaint and we have decided to upheld both your loans.
Hence, we will share the revised final response in next 7 days.
Sara (Debt Camel) says
yes this sounds as though it may be good news – fingers crossed for you.
Darren says
Hi Leigh
Did you complete the link they sent to you to accept and the money was in the same day ??
That’s exactly what I’ve done today
As of yet no funds though 😝
Leigh says
Hi Darren
Yes I did it via link on offer letter. accepted at 7am and was in bank within 10 minutes was so shocked! Maybe speed of payment depends who you bank with (I’m tsb) Good luck hope it comes through to your bank today.
Darren says
Thanks Leigh
I had to provide another bank account to pay it into as the other they had was a closed account
I’ll be buzzing if it hits today .but apparently 3 working days is the norm currently
Well done on your windfall
I’ll keep you posted my end x
Lynne says
Moneyboat took me to court for my last loan so I’ve got about £160 left of a CCJ to pay. I’ve asked them for a breakdown of what loans I’ve had. The response is:
Your first loan was obtained on the 03/02/2017 for the amount of £200.00
Your second loan was obtained on the 02/05/2017 for the amount of £350.00
Your final loan was obtained on the 27/07/2017 for the amount of £350.00
As others have said, when I tried to make a complaint they started threatening me by saying they could do me for fraud for submitting false incoming and outgoing. My question is are the loans too small and infrequent fo take to the ombudsman?
Sara (Debt Camel) says
3 loans is marginal, but worth a try – you only want the last loan to be upheld.
Jamie Peters says
I’m still having no luck getting hold of anyone at Harrisons about my redress from 247Moneybox. Not even an automated reply. I get they’re busy, but just an acknowlegement wouln’t hurt. It’s been over 3 days since my last email, and still can’t see anything on the portal which they said to check. Harrisons are becoming as bad as Grant Thornton at responding. Don’t know what else to do. Do I just be patient and wait or do I just keep sending them emails. Any advice would be great. Thanks
Stitchly says
I’m in the same position, I doubt am gonna see a penny off them now.
Ben says
Hi Sara off topic I know but have to ask what happens when a company sells its accounts and then dissolves as in the case of Different Money sold/gave all accounts to United Kash then disappeared as a result there could be no claims unaffordable or other wise. In yourexperience is this legal and what redress avenues are open if any. Thanks
Sara (Debt Camel) says
not a lot, are you being chased for this?
Ben says
Yes, had lodged an affordability claim against United Kash, they basically said nothing to do with us, go and claim against Different Money and by the way they have ceased trading and I got no reply from the email address given. I complained to the Ombudsman and they initially are saying that it would be hard for them to take action against United Kash as they didn’t underwrite the loan. I have asked the Ombudsman to take it further but not hopeful.
Sara (Debt Camel) says
Do you have details of previous loans you had from Different Money?
Ben says
Unfortunately no, I can’t find anything with their company name on it, can’t even find when this was all transfered either. I was in a DMP with Stepchange and it was there where I first came across this company United Kash. It feels like this was all a move to avoid claims being made against them as it was in done in July 2018 around the time where a lot of these companies were being brought to book.
Sara (Debt Camel) says
it is going to be pretty hard to show you would have won an affordability complaint against Different Money then.
Ben says
The name United Kash appeared on my DMP, as for Different Money it was United Kash who said that the debt was originally from them but I cannot find any emails to or from them other the ones I sent regarding an affordability claim. Perhaps best course would be to send United Kash a prove it email and go from there. But they won’t be getting another penny that much I am sure about.
Sara (Debt Camel) says
So you were happy with paying United Kash through your DMP but did not know who the original lender was with and don’t think you have every borrowed from Different money?
Caroline says
I tried to make a claim against United Kash but they said the debt was with Different money and they were only collecting on their behalf. Does that sound right?
Thanks
Caroline
Sara (Debt Camel) says
Yes and No. They bought the debt from Different money who no longer exist. You may find it difficult to make an affordability claim for this. Did you borrow a lot from Different Money? Do you have the records of the loans?
emily56 says
Oakham had rejected my affordability complaint, but I have had many refunds from this time so I believe that I can win the case. but the financial ombudsman said that they do not deal with them as they are in liquidation, so I tried the other company which deals with the company once they are shut down and they told me that they have not completely shut down yet so they cannot. is there anything else i could do please?
Sara (Debt Camel) says
when did Oakam reject your complaint? Had you sent it to the Ombudsman before they went into administration?
Emily56 says
Oakham rejected in November 21 and I sent to resolver 10 janurary 22 and I think they went into administration in February 22
Sara (Debt Camel) says
go back to the administrators, say you had an open complaint with the Ombudsman and yiou want them to consider this claim.
Emily56 says
Who are the administrators?
Lenny says
Where do you stand if you had a debt with an original lender which was then passed to a debt collection agency who added fees/costs? In my case, a number of my original loans went to a debt collection agency (e.g. Asset and Investigations Collection) who then used TM Legal Services to obtain county court judgement which again added costs/fees.
An original balance of £1495 was assigned to AC&I, and I was ultimately asked to pay £1744. Do I still have to bear the cost of these fees and the CCJ?
Sara (Debt Camel) says
No you shouldn’t. Ask the original lender(s) for them to be refunded and for the CCJ to be “set aside”
Angela says
Hi Lenny took my jar for unaffordable loan and got loan refunded 2years ago then the same Debt collection agency that you mentioned contacted me this week saying they bought the debt from my jar l rang them sent documents saying that my jar should not have sold them the debt as it was settled the debt agent then wrote it off saying it should not have got to them be careful and double check everything the debt with my jar was 53!pounds debt agency said l owed 450 what a joke
Lenny says
Thanks both Sara and Angela – I will be sure to check these elements of it. I can see straight away that significant additional costs have been added and I’m keen to get those off my record along with the accounts more generally.
Emily says
Hi Sara,
I raised a complaint with Safetynet credit a few weeks ago, they haven’t yet responded, but I’ve just seen that they have reported on my credit file that I’ve reopened the account/it now shows as active despite being closed back in 2020. Please could you advise what I should say to get this rectified? I have no idea why they’ve done this, terrified as I’ve been working so hard to keep my file clean.
Sara (Debt Camel) says
Tell them to correct it or you will be asking for additional compensation from the Ombudsman.
julie says
Hi Sara,
I received this email this morning, What does termination mean? Does it mean it has been passed to a debt collector?
“We are writing to inform you that your loan account with us has been terminated as of 25-Apr-2022. ”
Thank you
Sara (Debt Camel) says
Could you give some background? Who is the lender? Have you missed payments to them?
julie says
Hi Sara,
Yes I have missed payments. I logged in and there is only £154 to pay.
is it best to just pay this off in full.
Sara (Debt Camel) says
is this a payday loan? Was it your first from that lender or did you have several?
do you have other debt problems or have your bills gone up?
do you really have £154 spare for this? because the damage to your credit record is already done with this one – if you scrape money together to clear it and then miss payments to other debts or important bills, you are making things worse not better…
julie says
It wasn’t my first loan, I did the irresponsible landing complaint but it wasn’t upheld so now with the ombudsman
Paul says
Hi Emily, it happens to everyone that with Safety Net but they remove it once the complaint is closed. Myself and quite a few of my friends and family had an account with Safety Net (was good to have for emergencies) and the same happened to us all that on our credit file it showed as open after we put in our complaints in 2020 and 2021. Personally I shut Safety Net in 2017 and then it appeared open on my file last year but there was no balance so it didn’t change my score and went once the complaint was resolved. If it helps every single one of us got our complaints upheld but it did take between 6 to the 8 weeks for them to reply to us all. I got all my interest back but I had been in 2 payment plans with them but I felt this was my strongest case because they had access to my bank account before borrowing (other pay day loans don’t have that) so Safety Net could see all the loans I had etc and could see I had no affordability to ever repay the credit limit they kept increasing for me. Good luck anyway but don’t worry about the credit file it disappears again soon after the complaint is resolved and they don’t carry out a search etc so it has no impact on your score. It is a bit of a shock to see though but they say they need to re-open the account in order to be able to look at the complaint case.
Emily says
Thank you SO much both! Really helpful and reassuring.
Andy says
Has anyone had any luck with Mr Lender recently?
They acknowledged my complaint on 25/03 but nothing else since
They seem to be dragging it out
Lynne says
They haven’t upheld my complaint and this has their quite frankly laughable response.
Loan 1
Capital Borrowed : £150.00
Capital Repaid: £150.00
Interest Repaid: £37.50
Loan 2
Capital Borrowed : £500.00
Capital Repaid: £500.00
Interest Repaid: £30.00
Loan 3
Capital Borrowed : £700.00
Capital Repaid: £101.44
Interest Repaid: £0.00
As you borrowed a total of £1,350.00 and only repaid Mr Lender £818.94 overall, we would not be looking to refund you interest repaid on the loans you have held.
However on this occasion, due to your circumstances we would be willing to refund you the voucher amount of £25.00.
Sara (Debt Camel) says
it is saying you haven’t repaid the last loan. Have you?
Lynne says
When I last logged into my account 5 years ago it was showing that my loan had been sold onto a collection company who I never heard of, or from, since. I just thought the ‘£25 voucher’ seems laughable insult
Sara (Debt Camel) says
does this debt show on your credit record?
K says
Good afternoon Sara
I received a response from Safetynet Credit, they said
Thank you for contacting SafetyNet.
Please note that your complaint was thoroughly investigated and we are unable to review it.
If you do not agree with the outcome, you are able to contact the Financial Ombudsman.
Sara Should I Contact the FO or should I except there offer.
As I previously stated I had borrowed £22k from them over many years through there overdraft system and paid back £21.5, theres defiantly more than £4.5k interest charged.
Is it a good deal, yes it will help me immensely but am I entitled to more ? How long would the process take with the FO
and if I loose, will I then loose the original offer Safetynet have offered me.
always grateful x
Sara (Debt Camel) says
If nothing really changed then it sounds as though you should have had all the chnaged from the second account refunded too. Which could be a lot?
The process will probably be somewhere between 3-12months but that is a guess as I don’t remember a case before with 2 accounts and Safetynet accepting the earlier one.
The Ombudsman almost always starts by saying which loans are agreed – in this case the older ones – then just looks at the other ones. The chance of you loosing the offer on the older ones seems very small.
Mike says
Had an email from CashEuroNet, paying 53.5p in the pound within 2 weeks. £1200 coming my way, happy days!
Geraint says
Just had my email too! £864! Wooop!!
Chrissy says
Me too, just over £3300 – Happy Days
Andrew says
Hi is this the first and final payout I went through my emails and I have a email in 2020 saying I had a claim accepted for 2700 but I haven’t had the email everyone saying they had is it possible they paid mementoes earlier on on the process my email hasn’t changed ?
Sara (Debt Camel) says
this is the only payout that is being made.
Thomas says
The Joint Administrators are now in a position to declare a first and final dividend of 53.5p in the £.
You will receive a payment of £2,296.23
…
you will receive your payment within two weeks of this email.
____________
Its true, its final, it’s more than expected. Wooohooo
Lenny says
Anybody else dealing with THL Direct?
I had an oustanding loan with them and complained last week. They have written today to indicate that “all balances and accounts have been deducted to zero”. They have indicated this to the FCA.
I will keep an eye on this as my debt had been sold on to PRAC Financial and has been administered by BW Legal.
Apparently – “This is a full and final settlement for all accounts ever held with us now and in the future. All accounts and files will be updated accordingly”.
Craig says
So after 6 years of denying lending stream finally admitted wrong doing and refunded me all interest of loans I’ve paid completely ignored fact I’ve paid a ccj thanks to this to tm legal services where do I stand getting ccj that should not exsisted removed and refund of the ccj I paid??
Sara (Debt Camel) says
go back to Lending Stream and ask them to refund the CCJ costs and to arrange to have the CCJ set aside.
Lynne says
No Sara me lender doesn’t show on my credit record. I just wanted them to admit the loans were unaffordable.
Sara (Debt Camel) says
have you checked all three credit reference agencies? Experian, Equifax and TransUnion? It may be under the name of the debt purchaser not Mr Lender.
Debbie says
God morning. I hope you are well. I put in affordability claim in to lending Stream but this is what i got back, i don’t understand, any help would be much appreciated.
Hello Debbie,
Reference number: 1620231
We received a subject access request from you on 08th April 2022.
Some of your loans ( 1567689, 1708785, 1761238 and 1620231 ) are sold to a third party. As a result, any corresponding account statements are not included.
Please download the documents and read the following:
1. A list of your loans, along with their current status and any outstanding balance
2. Account statements
3. Loan agreements
4. Copy of loan applications
5. Transaction details
6. Any legal notices which may include the following:
These documents are password protected. To open them, you will need to enter your date of birth in DDMMYYYY format. So, if your date of birth was 12 July 1992, you would enter 12071992.
If you have any further questions or would like additional information, please reply to this email. That will make sure we see it as part of the same conversation. To contact us about anything else, please visit our ‘Contact Us’ page.
Sara (Debt Camel) says
This is not a response to a complaint, it is details of all your loans.
I suggest you reply and ask them when you will receive a response to your complaint.
Dave S says
Hi Debbie,
I had the same problem and looked on here for advise. First post I saw was yours and I have done the same by emailing them. I got this reply today…
Thanks for getting in touch.
Please be informed that we are currently investigating the complaint and to thoroughly investigate your complaint and provide an appropriate final response we anticipate requiring the 8 weeks defined by the regulatory timeline. We will aim to be faster than that, but please do give us that time.
With regards to your data access request, we would like to confirm that we had shared you an email with the relevant information on 2nd May, 2022.
If you have any further questions or would like additional information, please reply to this email. Alternatively, get in touch by visiting our Contact Us page.
Regards,
Lending Stream Complaints Department
Hope this helps in case you haven’t heard from them yet. I know how difficult the waiting game is and I hope you get your email soon if you haven’t already. :)
K says
Hi Sara
If I forward a complaint to the FO will they need to see old bank statements? As I don’t have access to that old bank account anymore ?
Also if for example safetynet go into administration while my complaint is being looked at, is there a chance I won’t get the original offer they have given me ?
Sara (Debt Camel) says
Safetynet Credit should have kept those details.
For the more recent account you should be able to get old statements anyway, even from a closed account.
If they go into administration you could lose out, that is a risk. I have no reason to think that is likely but there must always be some chance.
Sam says
Anyone here had any experience claiming from Mr. Lender?
Sent in my complaint on the 22nd of March and they got back to me on the same day and asked for bank statements which I promptly sent. A few days later I received all my loan history in the post. I know they have up to 8 weeks to respond but has anyone had much luck in claiming? Have listed my loan history with them below which are all fully repaid:
03/05/2018 £200
08/06/2018 £230
28/09/2018 £350
27/02/2019 £490
30/08/2019 £400
19/02/2020 £310
11/09/2020 £200
15/01/2021 £410
Also awaiting a response from Cash4uNow – anyone had much luck with these? Have listed my loan history with them below:
17/05/2017 £100
25/08/2017 £100
01/11/2017 £150
30/01/2018 £170
04/07/2018 £150
10/12/2018 £150
05/04/2019 £160
09/08/2019 £200
17/06/2021 £170
11/10/2021 £150
13/01/2022 £170
All fully repaid.
Have also recently won affordability complaints against Fernovo, 118 Money, Lending Stream and expecting a QuickQuid payment thanks to this page!
Joanne says
How long did you wait on the lending stream complaint
susie says
I sent an affordability complaint to mylar with one of your wonderful templates Sara and 3 days latter I received an email that they have moved me to ACI a debt collection agency. I have written asking what is the status of my claim and they wrote back saying to speak to ACI and start making payments to them for the money i owed from 5 years ago. They said they will respond to my complaint but not for 8 weeks. Is there anything else I can do as I feel like there fobbing me off !!!
Sara (Debt Camel) says
there isn’t a way you can speed up administrators.
What is the rest of your current financial situation like? Do you have other problem debts? Are you behind with any important bills?
jason says
Hi all, I am one of those people that fell into the whole payday loan vicious circle and was lucky enough to receive payouts from QQ today.
Now that is that issue sorted I took loans out with Lending Stream too but can’t find any details as it was back in 2013 and my bank statements only go back 7 years.
Am I able to put a complaint in to LS as it’s clear I was in a spiralling mess back then?
Sara (Debt Camel) says
yes you can.
read the article above, you will see the template includes a line asking for details of all your loans.
Lisa Smith says
Hi So My Myjar debt was being paid off through Overdales. They stopped collecting last month and advised ACI would be taking over the account.
I had previously put in an affordability complaint with Myjar and was advised to register for a redress payment, which I did and am still awaiting an update on that.
I have received an email from MYjar this morning advising that my account has been transferred to ACI but that:
Access to your online account with MYJAR will continue for a period of time, although your ability to make payments to MYJAR is no longer available.
The Credit Reference Agency (“CRA”) records are being updated for this transfer of ownership.
You may notice when you receive contact about your balance, that it is less than you were expecting. Since their appointment, the Administrators of MYJAR have undertaken investigations into the historical lending practices of MYJAR and have determined whether a loan qualifies for Redress. They have now concluded their investigations and will be writing to customers whose loans have qualified for redress to provide further details on any balance reduction if applicable. If you do not receive a letter confirming a balance reduction, then your loan did not qualify for redress.
Lisa Smith says
So an update
I have just been contacted by ACI and my new balance is reduced to £77 from the £1000 I was due to repay when Overdales stopped collecting.
Great result, I will be using my QQ redress to repay this immediately.
LadyA says
Hi,
Can I still claim against Mr Lender or is too late?
Thanks
Sara (Debt Camel) says
not too late! Use the template above. And Mr Lender insist on replay by post – just trying to be difficult.
Lynne says
I’ve given mr lender my previous as well as current address and DOB etc, in terms of tracing previous loans and they say I haven’t satisfied their ID procedure and to send a photo of me holding up my drivers licence! I’m not quite comfortable doing that. Anyone else had this issue?
Sara (Debt Camel) says
Well they are being difficult, but how much do you want the information?
Jamie Peters says
Hi Sara I received this email fro Harrison’s yesterday with regard to 247Moneybox.
Good afternoon Mr Peters,
Apologies for the delay in my reply, I have been on annual leave.
Unfortunately, although, you have supplied your bank details, your redress amount was £0 and therefore, no payment was due to you.
The appeal process expired some months ago and this is the final position.
Kind regards,
Anel
What do I do now as I’d had no updates at all since they asked me to update my bank details. Is there someone I could put a complaint into?
Sara (Debt Camel) says
well you could reply that you were not informed of the decision earlier so they made it impossible for you to complain in time.
Lisa Smith says
Hi Sarah
Is there any way to you can resend a complaint to a lender who previously denied a claim and it wasn’t sent to to Ombudsman within 6 months.
Can you request for your account history to be reviewed under different specific criteria such as specific information on your credit report
With Quickquid I was able to get a refund before the redress and another payment during the administration so just wondering. Also the company have updated ita criteria for what is deemed unaffordable.
Please advise
Sara (Debt Camel) says
No there isn’t.
Unless the lender did not tell you you had the right to go to the Ombudsman OR there was some real emergency that means you couldn’t go within 6 months, there is nothing you can do.
Darktart says
Got my £4k overnight from QQ and I’m delighted. Also emailed lending stream last week because of advice seen on this site and 6 days later they offered me £618. I accepted it obviously. Thanks Sara
Phil says
What was the advice regarding lending stream?
Would be very interested to email them as well
Sara (Debt Camel) says
the advice is make a claim!
See the article above
Sara (Debt Camel) says
how many loans did you have and how large?
Darktart says
I used the template, sent an email stating I couldn’t afford the loans and should never have been given them and they emailed back 6 days later and said that of the 4 loans I had 3 were affordable but the fourth one should have been looked at closer so while accepting no blame and as a good will gesture would I accept £618. I clicked the link in their email to accept it and 5 mins later it was in my account
K says
Hi Sara
We’ve spoken before x
So I had 2 accounts with safety net. The 1st account they agreed to refund me the interest on and the second they said I owed £575 and they rejected the redress.
I excepted the redress on the first account and on the second account I did not respond as I had intentions of taking it to the FO, as it makes no sense that they excepted redress on one and not the other. Anyway I recieved my redress tonight and they deducted the debt from the second account from it ! Can they do that ! I didn’t agree to that. There 2 separate accounts ! I’ve written just now to the FO regarding this, do you think they were wrong to do that ?
Sara (Debt Camel) says
I think they probably were entitled to do that :(
K says
Ok well I still forwarded it to the FO as I was entitled to redress on the second account and did not except there final letter. So we will see what happens. But I have still got back some money from them because of your website and so I am immensely grateful to you 🥹
Curtis sanders says
Hi folks has anyone received any update from myjar? I registered for interest on redress but have heard nothing since.
Thanks
Lisa Smith says
Hi Curtis
I was notified yesterday by Myjar that my account debt had been reduced due to redress from £1000 to £77.
Maybe they are looking at the customers who still owe loans before they look at others
Curtis sanders says
Folks just got an email from Harrison’s re the myjar redress –
Hi,
Unfortunately, there is no update yet.
Should you qualify for redress, you will be sent an email. We haven’t started the redress communication yet and we anticipate it to be started within the next few weeks.
I’ve emailed back and stated on their website it advises April 30th and that people are anticipating some correspondence by then, if there’s a delay to email the relevant audience and make it known.
Paul says
MyJar has confused me tbh.
Do people need to register a claim ( by tomorrow ?) ?
Or do people just waqit to see if they are judged to have a claim and for now don’t have to do anything ?
Curtis sanders says
I’ve got emails from 2 companies both suggesting that there’s a delay and 30th won’t be the email date. Said a few weeks after that date, terrible like
V says
Hi I emailed myjar 2 weeks ago and she emailed back saying they were running behind, emails will be sent soon. I’ve looked at there website today and it now says if your due a redress thru will start and be sent from 15th may and money to be paid by the end of June, which was originally to be paid by end may. Tbh I don’t think it’s anything to get excited about as on there website this morning it says they expect to be between 1p-2p in the pound. So it doesn’t even sound like it’s worth doing the bacs payments for tbh, I think I will be lucky if it’s £30 🙈
V says
I think you were supposed to claim tbh, I did a while ago and just waiting on the response. They were supposed to send an email to people if there claim was upheld by tommorow but that’s Saturday so don’t think it’s coming, she did tell me they were running behind schedule and a response if it’s successful will come in a couple of weeks 🤷♀️
V says
Hi yes I did the same, I also got back the same reply she said they were running behind and it would be a couple of weeks. She did say I had a claim in administration but that was it.
Nathan says
Hi has anyone received redress emails from myjar, I have not received any even after complaining.
K says
Good evening all and Sara x
This is the last message I received on the 22nd April from myjar.
Good Afternoon,
Thank you for contacting us.
We can confirm that your complaint will still be upheld with MyJar.
As advised yesterday the complaint is with our complaints team, however a response can take up to 8 weeks.
Please contact ACI on the below information to discuss you outstanding loan and they will be able to place your account hold and discuss any payments or difficulties….
Sara does this email confirm they acknowledge my claim for redress ? Or should I send a complaint template again ? Thank you 🙏🏻
Sara (Debt Camel) says
Yes it does acknowledge it
Timbo says
How do people generally when making complaints to Morses? Had 12 loans between June 2019 and October 2020 all either brand new loans or reloads as soon as the came available. This was while having loans with provident, uncle buck and a number off defaults and one CCJ:
Is it worth sending a complaint?
Matt says
I had 2 payday loans from Money boat £700 then £300 in 2 consecutive months. All whilst I had another 3 payday loans ongoing. I was basically borrowing from one to pay another
Is this worth a claim?
Many thanks
Sara (Debt Camel) says
Possibly, these 2 loan cases are hard to predict, they depend on the facts the particular case.
Lynne says
Just be aware of the standard response you’ll get from them saying they’ll get you for fraud if you’ve been found to have submitted fake income and expenditure and salary when you first applied. They do it with everyone.
Sara (Debt Camel) says
and no one has had a problem if they ignore this!
Lynne says
Exactly. Me included.
K says
Hi Sara
PRA are contacting me requesting I owe quick quid money. I explained my loan was redressed and closed. They want me to send there final letter from quick quid which I can do. My question is would PRA be entitled to money from the redress ?
Sara (Debt Camel) says
This is what the administrators have told me about loans that were sold to a debt collector before the administration started:
“we have worked with the various debt purchasers to ensure those loans that were deemed unaffordable were either closed or have had the appropriate set-off applied.”
So the administrators should have worked this out with PRA. I can’t tell what has happened in your case.
K says
Ok thank you Sara. They told me they have not heard from Quick quid but I will forward the final letter I recieved and hopefully that will be enough. 🙏🏻
Jamie Peters says
This is what I got from Harrisons re-complaint 247MoneyBox
This customer logged in to his account on 07/09/2020 and accepted the redress assessment below. He did not submit an appeal at any point.
Loan 1
Loan status: Not accepted for redress
Loan ID: 61758
Advance date: 03/06/2011
Principal: £80.00
Loan 2
Loan status: Not accepted for redress
Loan ID: 66688
Advance date: 30/06/2011
Principal: £100.00
Loan 3
Loan status: Not accepted for redress
Loan ID: 76773
Advance date: 30/08/2011
Principal: £175.00
Sara (Debt Camel) says
I am sorry but it is unlikely that complaint would have been upheld at the Ombudsman as the loans are so small.
Lenny says
Hi All,
Does anyone know anything about THL Direct? I had loans with them in 2014 on which I eventually defaulted before me they were sold to PRAC Financial and are now being administered by BW Legal.
THL tell me they have ceased trading and informed the FCA that all balance are now zero. How will this work for a debt that is already sold? Also, does this mean my affordability complaint cannot be addressed?
Thanks, Len
Dave says
Hi Sara I’ve put a claim against lending stream and received information on the loans I had with them! But 7 loans have been sold on apparently what do I do about these can I claim for them even if they have been sold on? Thank you
Sara (Debt Camel) says
Lending Stream should respond about all the loans including the ones that were sold on. If the loans that were sold are upheld as unaffordable (and with 7 ! that sounds likely) then LS has to sort everything out with the debt purchaser, including cleaning your credit record. Come back and say what happens?
Dave says
They sent me details for 7 loans which included dates and amounts etc but for the 7 that were sold they only gave me the loan number so no dates and amounts for these should they include the 7 sold in any amount they offer me?
Sara (Debt Camel) says
They should have considered the affordability, yes. This sounds odd.
Lynne says
Slightly offtopic but does anyone know which credit file a potential employer would check and what they can see on there?
Ah says
I know that companies have 8 weeks to respond, but anyone had dealings with Lending stream and rough timescales they take to answer?
Thanks
Reply
Lynne says
Lending stream were super quick with me. I’d say within a week.
HR says
I put in a complaint on April 15th – I got a load of info from them on the 29th about past loans and interest paid etc
I replied asking when I’d receive a final response I got an email on the 2nd referring me to their complaints procedure – could take up to to 8 weeks etc so trying to forget about it until I hear anything now.
Kelly says
Couple of days and then they did a fast payment with the full refund. Very good x
Sharon says
I had a very quick reponse with all the detail re loans held. They also said they were aiming to be much quicker than the 8weeks deadline, so sounds promising!
Kel says
Hi Sara,
I raised an unaffordability complaint with cash converters two weeks ago, they said it can take up to eight weeks.
I hope it isn’t that long. Strongly believe and hope they I hold my complaint as I was unemployed, on benefits, gambling and in mountains of other debt plus a CCJ.
Do you know if they are usually good with refunding?
Thanks
Kel
Sara (Debt Camel) says
No. You need to expect that this will have to go to the Ombudsman.
Do you have big financial problems at the moment?
Kelly says
Thanks Sara. It’s good to be prepared.
I’m in better situations at the moment.
I’m with Stepchange and pay an affordable amount each month and credit cards/loans have froze the interest.
I’m in a better place, going through the last few complaints now. Had five refunded and now just waiting on cash converters/ provident/my jar and piggy bank!
Thanks for this group. You’ve helped so many x
Steve says
Did anyone hear anything from MyJar regarding redress?
I’m surprised I didn’t hear from them. Been dealing with them since they was text loan.
Curtis says
Hi mate,
Spoke with them last week and was advised they’ve not started the redress process yet but intend to get back to people in the next few weeks, even though when I spoke to them it was April 30th and the company dealing have that date as the next date of contact on their website.