Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or you still owe money.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable just because you repaid it?
No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to solve a short-term problem. If you kept repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints.
A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam, Safetynet Credit, Tappily:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Likely Loans, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems:] My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- if you weren’t treated fairly while you were borrowing or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- your borrowing didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- your loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an installment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. When you aren’t sure, send the complaint to FOS. This is easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2016, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2022 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your TransUnion Statutory credit report
- a copy of the credit agreements for the loans if you have them. If you don’t, don’t worry, FOS will get them from the lender.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender they will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
Don’t use a claims management company. They are expensive and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Kris says
Hi, just wanted to leave a positive reply.
I had taken out payday loans with up to 4 different lending companies which all in the end overlapped each other so was borrowing from one to pay the other. In the end i needed to borrow the money from a family member with no interest in order to pay them off and finally get back on track.
after discovering your site and tips I went about trying to get some compensation for the trouble this all caused me and so far I have received £2150 back from Sunny, I have to say they did take the full 6 weeks but was very efficient once the offer had been made.
I have now had to take my complaint with the other 3 companies to the Financial Ombudsman as Wonga (which was my first payday loan and ran the longest) have asked for more time, Pounds to pocket declined to refund any interest and Quick Quid have yet to reply.
Hopefully thanks to this site some outcome will be made over the next few weeks/months.
thanks.
Lilly says
Wonga Complaint with the FOS has now been completed. Just giving some time frames for those who may be interested.
Placed complaint with FOS after 8 weeks with Wonga and getting no final response – 21st June 2016.
Assigned to adjudicator, 29th July 2016 – Just over 5 weeks wait.
Adjudicator got decision to me, on 6th September 2016. Nearly 6 weeks wait.
Wonga confirmed processing of payment on 7th September 2016, so the next day after the adjudicator had informed them of her choice, they said this would take 3 – 5 working days.
I didn’t get the out come I wanted, the adjudicator advised me to take Wonga’s offer, which was only a third of the interest I had paid. It seems that going in to 5 repayment arrangements with Wonga and telling them I was in financial troubles each time, and being leant to straight away again, isn’t seen as irresponsible lending.
Slug says
I first found this site on Sunday, Sunday night I sent out the emails asking for account info to 8 lenders.
MYJAR are the first to get back to me, they’ve said that they ran the checks and all came back ok, also I was paying rent of £100 with no other expenditure…
You registered with us on 18 September 2012. Upon receiving your application, we undertook a number of checks which included searching on public databases, fraud checks and our own credit scoring. Additionally, we used the information gathered from your application. In your application form, you stated that you were in full-time employment with „xxxxxxxxxxx’’, earning £1800.00 per month. You also stated that you were single, had no dependants and were paying £100.00 towards your rent.
This led us to believe that a loan of £100.00 for 15 days with the repayment amount of £117.00 is affordable for you.
[edited – general stuff about their credit scoring system]
We have provided four loans to you, two of them for the amount of £100.00. The third loan was provided for £200.00 and the fourth loan for £300.00. Please note that the first two loans was repaid on the due date or early, and because of your good loan history with us, we went ahead and provided a higher credit limit of £200.00. Your third loan was also repaid on time, therefore, the credit limit was increased to £300.00. During the fourth loan, you contacted us on 3 January 2013 to inform about the change in your financial circumstances. We immediately froze the future interest charges and accepted payments towards the reduced balance of £537.00. The last reduced payment we received was on 25 July 2015, but unfortunately, we did not receive any further contact from you; therefore, the loan remained outstanding. The loan was eventually repaid on 28 April 2016.
I was going through a bad period at this point and had loans from several other lenders, the only reason I ended up at MYJAR was due to other lenders refusing me.
Any help would be much appreciated. My loans were:
18/09/12-03/10/12 £117 (£17 interest)
03/10/12-11/10/12 £117 (£17 interest)
11/10/12-26/10/12 £234 (£34 interest)
09/11/12-28/04/16 £537 (£237 interest)
The fourth loan has been paid off fully.
Cheers
Sara (Debt Camel) says
I would say if you go to the Ombudsman you have a case for having the interest on the last loan refunded because the gaps between the loons were all small and the loans increased in size each time, suggesting that you were in trouble because each month you needed to borrow more.
Victoria says
Hi I have had a response from Wonga today stating they will only repay me a refund of interest on one loan as the rest are over 6 years 1st one taken 22/1/10 they have chosen a loan dated 8/9/10 to repay however I made my complaint on the 8/6/16 surely it should at least be back dated to include loans from them also I had multiple loans after the date of the loan they chose.
Is this to put me off or will the adjudicator agree with them?
Sara (Debt Camel) says
One loan at random sound like a common Wonga response at the moment. Yes they are hoping you will take the offer and not go to the Ombudsman.
The Ombudsman is currently deciding whether it can consider loans that are over 6 years old. Whilst this is happening, all these cases are on hold.There are rumours that a decision will be reached in the next few weeks, but all you can do at the moment is get your complaint into the FO as soon as possible if it isn’t already there.
If they decide against considering older loans (which I hope they won’t) then all loans from the cut off will be considered. Wonga’s assertion that it will only refund 1 loan because the all the rest are older than 6 years sounds simply wrong!
Mark says
Hi All,
Just been told by my adjudicator that the Ombusman has upheld my complaint and agrees with his initial decision against Quick Quid. He said they will now be given 4 weeks to pay my refund . Does anybody know through experience if they drag this out for the 4 weeks or do they pay it earlier??
This has been a very long drawn out saga but thankfully worth it in the end!!?
Dave says
Hi guys, I need a bit of advice on my QQ complaint. See figures below;
Our records indicate you had one open line of credit and 3 payday loan terms. One Pay Day loan was a loan funding and the other two were extension/refinances.
You were provided £400,00 in pay day loan funds.
You repaid on your payday loans from 20/08/2013 to 18/10/2013, a net total of £620,00, as follows,
Principal £400,00,
Interest £220,00
Late Fees £0,00 (you were never late).
You were provided 12 credit advances on your line of credit from 25/10/2013 to 07/11/2014 totaling £3770,00.
You repaid on your credit line from 20/11/2013 to 29/04/2015, a net total of £4609,47, as follows,
Principal £3770,00,
Interest £827,47
Late Fees £12,00(you were late one time).
The adjudicator is not going to upheld the flex-credit? what are your thoughts?
I had an income of about £1600 and at the same time was borrowing heavily from Wonga. Surely they should have checked my credit file when I opened the flex credit account and seen I was heavily reliant on Wonga loans? I believe they set my limit to £400 but I am not exactly sure.
Any advice appreciated guys
Sara (Debt Camel) says
hi Dave, if your flex credit limit was £400 and you borrowed 3770 over a period of about 13 months, that looks to me as though you may have basically been borrowing about £300 a month every month, repaying that (plus interest) and then borrowing it again. Does that sound like what happened? If it is, this is pretty much like having a £300 payday loan each month for a year.
Is this withe the adjudicator at the moment?
Dave says
Hi Sara, yes it is and she says that the flex credit is more difficult to uphold. Not sure what extra information I can give her here? any thoughts?
Sara (Debt Camel) says
The approach I have seen work with other people is to explain in great detail how the account was used.
For some people this goes as follows: The fact that you could have only repaid the minimum isn’t relevant because you tended to repay as much as possible, preferably all, on payday to minimise the interest you were charge, but you couldn’t get through the month so later had to borrow again. So this is effectively a series of monthly payday loans where QQ pre approved you and didn’t bother to consider for each loan ifit should be carrying on lending to you.
For others, they were given a credit limit that was very high, borrowed a large loan and then struggled to repay it as the minimum monthly amounts were not affordable.
Liam says
Hi Dave,
I had a similar situation where I’d used qq regularly and then went to a flexi account. My adjudicator upheld the complaint on the loans and also said the flex account should not have been given in the first place and upheld this also. Sounds like there’s inconsistencies with adjudicators which is frustrating as they should be working to the same guidelines
Mark says
I was in a similar position where my adjudicator upheld both my flexi account and loans with QQ
John C says
I borrowed from QQ for around 30 months, then switched to a Pounds to Pocket loan, until a year later when I opened a QQ flexi account alongside the Pounds to Pocket loan. This was opened 3 days after I had rolled the Pounds to Pocket loan for the 2nd time.
In my original complaint QQ didn’t even look at my flexi loan, so the adjudicator didn’t either. The adjudicator did uphold my complaint from loan X and I said I would accept it as long as it just covered the payday loans and the flexi account could be looked at separately. I then went through the process again for the flexi account, but the adjudicator did not uphold, despite my account being at the £1350 limit ever month and I paid £6500 interest in 2 years. I asked for it to be put to an ombudsman, gave extra info on the fact I opened it so soon after rolling a P2P loan, my mortgage had been in arrears a few months earlier etc. The adjudicator came back and still didn’t uphold saying if I had used the loan correctly it would be a small part of my salary, but did say that QQ hadn’t asked about my outgoings. I pulled together a list of these to show I had no money to pay all the bills, despite a healthy income. She has said it has been passed to another adjudicator to look at, with all the extra info, someone with a more specialist payday loan background. If i’m still not happy after they have looked at it, I can go to the ombudsman. Don’t give up if you think you have a case (my original complaint went to the FOS on 16th March)
Bob says
I’m in pretty much the same situation.
these QQ fleix Loans seem to be allowing them to get away with poor lending decisions as the min payment was so low even though the interest was just as sky high! yet they had to withdraw these loans as they were not a suitable lending product to be offering their customers, so how does that work?
John C says
My argument has always been they were a payday loan, wrapped up in a different name. The argument the adjudicator gave was I would pay less back per month and the balance would go down if I had used the loan properly. That would be great, but they were set up so you would constantly borrow against them. I was actually worse off than when I had the PDL’s from QQ, as at least I got a “loyalty” discount with them so paid less interest. I’m not sure why they were pulled, but they were probably the worst thing that QQ had
Katherine says
Just after a bit of advice really. I had 24 loans from wonga in the space of 30 months. I also had 7 loans from quick quid in the space of 16 months (at the same time) 5 loans from payday uk in the space of 9 months (at the same time) i have had replies from all 3 companies today saying they will look into it and will respond within 8 weeks etc etc. Are any of them companies responding with a decent offer during that time frame at the moment?
Kris says
that sounds a lot like my situation, I also had a sunny loan and have sent complaints to all four companies. So far i have had money back from sunny within the 8 week timescale, Wonga have twice replied with the last asking for another 6 weeks (this has now been sent to the ombudsman), Pounds to pocket have rejected my complaint so this is now with the ombudsman and QQ have yet to give a final response.
I found that Pounds to pocket and QQ ask the questions which are stated then take another few weeks before you hear anything but my only concrete offer so far has been from sunny who paid out within a day also.
Katherine says
I borrowed just over 14k from wonga and paid back just over 2.8k in interest. And i borrowed 4k from quick quid and paid back just over 2.3k (lots of topups). Borrowed 2k from payday uk and paid back just over £850 in interest. I dont want to get my hopes up though even though i was borrowing from all 3 companies at the same time
Matt says
Hi All,
I’ve been looking at this website on and off for advice, guidance and success stories. This website others alot of information across various different pages and we all seem to have common ground on Payday Lenders. I’ve just started the process of claiming back my interest/charges and wanted to share my story from the start so others can benefit from my experience and others who have completed can help advise me and so forth.
So this is my background
I used PDL (Payday Lenders) during 2010-2013, just looking at my credit file alone I’ve paid £43,000 across just 4 lenders, I’ve used 10 lenders in total, its only 4 who thankfully left a footprint on my credit file hence i could get the above figure. As the other lenders provide me with statement of accounts, this figure will indeed rise, mostly likely to around £50-55K which I believe could be a record on this website.
This is what I’ve gathered, who i’ve emailed and what I’ve done
Payday UK
2011-2013: £17,019 in total
Emailed for statement of Accounts on 6th Sept
Wonga
2010-2012: £17,402
Emailed for statement of Accounts on 6th Sept
Mr lender
2010-2012: £3,449
Email for Statement of Accounts on 6th Sept
They replied on 7th Sept
Offered 8th September of £270. I emailed them asking for £1922 in interest back as I was already paying the above loans, thus there loans are unaffordable. I’d rolled Mr Lender loans for over 12 months. My original loan of £300 was rolled for 12 months and I ended up paying £1,230. I’ve declined there offer and will see what they say before i refer them to FO.
Lending Stream
Emailed Lending stream 6th Sept: Dates & Figures unknown (I think I had 6)
They emailed back asking for £10 to supply details
Pounds to Pocket
Emailed 6th Sept
No reply
Dates/Figures uknown
QuickQuid
Emailed 6th September
No reply
Dates figures/unknown. QQ trade under a few different names
TXTloan (now MyJar)
emailed 6th Sept
Received a standard acknowledgment email
Uncle Buck
emailed 6th Sept
no reply
Dates/Figures unknown
WageDay Advance
emailed 7th Sept
no reply
Dates/Figures unknown.
I’ve ordered 8 years worth of Bank Statements to show which ever Payday loan requires proof or if the FO requires it.
I’ve visited each PDL website to try and logon to retrieve my account history but no longer have access to my registered email address.
I’ve noticed Wonga has removed ALL account entries from my credit file (33 in total), I didn’t ask them to do this and my score didn’t go up when they removed them, but I know from speaking to a mortgage advisor that having PDL on your credit file is currently worse then having a default on your credit file.
I will keep you all posted as and when i hear back and my course of action.
If’ you’ve dealt with any of the above please share your advice with me, what I would like todo is to provide a complete start to finish on my case/s
BTW…GREAT Website
KG says
if the credit reference agency you are referring to is experian then that is because they have stopped reporting to them.
Debbie says
Hi Sara
Not sure what I should do with this any advice would be appreciated thanksThis is in reference to your recent correspondence.
We would like to inform that you had borrowed five loans from Lending Stream, out of which two loans have been closed successfully. Mentioned below is the summary of your loan accounts:
Loan ID
Borrowed Date
Borrowed Loan Amount
Outstanding Balance
331322
19 Aug 2011
£495.00
NA
1063403
17 May 2012
£515.00
NA
1390934
24 Jan 2013
£515.00
£1,022.00
1409238
7 Feb 2013
£105.00
£223
1453934
12 Mar 2013
£195.00
£548.00
Note: The outstanding balances may differ as the title of the accounts has been transferred to Motormile Finance Ltd (0113 8876876)
As requested, we have attached statement of accounts with this email. Password to open the attachment is your date of birth in DDMMYYYY format.
Considering your financial circumstances, we are ready to waive the remaining balance(£771) on loans 1390934 and 1409238 close the loans with no further payment.
Further, we are ready to waive the complete interest and charges from loan 1453934 post which the reduced balance will be £135.00 for which we can also to set up an affordable payment arrangement.
If you agree to above quoted, please let us know so that we can make the necessary changes.
We consider this as our final response to this matter
Sara (Debt Camel) says
First the earlier three loans – were these simple one month loans? Or were they rolled? If they were rolled a lot, the offer to wipe out the balances on the last two may not be a good one, and you may get a refund if you take the complaint to the Ombudsman.
Second I don’t understand how they can say they are closing 2 loans with no further payments and then say they will set up a payment arrangement for one of them You need confirmation in writing that the balances on the last two loans will be wiped completely, whatever they are at the moment.
MCUK says
Well,
Its been 7 1/2 weeks with my QuickQuid complaint and 6 weeks into my Wonga complaint (no offers so far) so slowly getting everything together for the FO Adjudicator, which I will get rolling at the 8 week mark.
Downloaded my statements and quite shocked over my findings with both these companies:
Wonga – 70 Loans (inc. Top Ups) Borrowed £10,841. Interest and Fees £2,314. Total Paid £13,155
QuickQuid – 48 Loans (Inc. Flex Account). Borrowed £7,860. Interest and Fees £2,623. Total Paid £10,483
Hopefully I have a case :(
Alan says
Hi about 7-8 weeks ago the adjudicator ruled in my favour against pduk to refund all Intrest and charges from 2nd loan to present date and 8% about 5k all together pduk never responded except after there original 8 weeks time frame at start of complaint when they offered me £1300 and I declined the adjudicator gave 3 weeks in total and And other 2 Before he sent to ombudsman as pduk never responded yesterday I got an email from the ombudsman saying pduk have offered £2800 would I like to accept? I have declined and the ombudsman said she will review my case and issue A response soon.
I’m getting worried now that I have declined the £2800 and will get nothing is this possible? Or will the lowest I get be the £2800 I kind of jumped the gun I was angry that pduk have used so many delay tactics by not responding etc and then they make a rubbish offer £2k short of what adjudicator ruled I do feel though that the whole 5k is fair
Any advice be much appreciated
Sara (Debt Camel) says
Well first you were obviously absolutely right to decline the first £1,300 offer from PaydayUK! I would also say that it is likely you have a very good case because it is rare for PaydayUK to make that size offer so early on.
At this point, when the firm has made an offer of £2800, I have never heard of a case where an Ombudsman (or an adjudicator either) has said, no they don’t think there should be any award. I don’t think the FOS would think that was treating a client fairly. The “worst” that is likely is that the Ombudsman will say they think the firm has made a reasonable offer and you should accept.
EDIT – the ombudsman upheld Alan’s case in mid September.
Zac says
Could do with some advice .. took a payday loan out years ago for £200 (not a lot i know) anyway ive had the usual letters stating £2200 is owed so i set a payment plan up as they offered a settlement of £200 i payed £100 over 2 months then the company i was dealing with said the contract has been passed on to another firm. Who are now emailing and texting saying i owe them £2100 the original firm that i payed £100 too said they should honour my original agreement. Soo .. dilema is do i ring up and settle for £100 or do start sending ^^ the letters saying i want all my money back etc.
I was out of work at the time had a operation that when took loan. Tthe only loan i had from them, and i think the £100 is all i payed. Thanks
Sara (Debt Camel) says
Well if you can settle for another £100 that is what you should do. If you take the complaint to the Ombudsman you would normally only be refunded any interest you have paid, you are expected to repay the amount you borrowed.
Kee says
Success with Speedy Cash this week (well half a success)
They have refunded my interest from 2013 – 2014 but won’t look at 2012-2013 – i’ve sent that bit to the ombudsman.
The Money Shop, H&T and Pay Day Express are all playing hard ball refusing to look back (one of mine spans 2002-2011!)
Didn’t know I had a loan with PoundsTillPayDay until I saw it on my Bank statement so just sent that email off.
Going to try WDA today too.
Here’s hoping!
Andy says
Just want to post to say thank you!
I’ve just had a response from Wonga on week 10, offering £1317, I had calculated £1370 so I was more than happy to accept this offer.
Lesley says
I accepted an offer from wonga after 16 weeks, no FOS involvement. They refunded me 7 loans out of 13 offer wasn’t brilliant bit they’re the least of my concerns I’ve got bigger fish to fry, once I accept how quick are wonga at paying out?
Wendy says
I have had my compliant with an adjudicator for a few weeks for my lending stream loans as they offered me nothing to begin with so I said would that be there only offer and they replied saying after they looked again they was going to uphold 1 of my loan so I the went to fos,but today I get another email from lending stream saying they had emails from dos and the offer was going to be my only offer (which is what they already offered me) so I’m a bit confused if my adjudicator didn’t uphold any of my complaints as I haven’t heard from my adjudicator,is this what normally happens?
Sara (Debt Camel) says
No, your adjudicator will talk to you about your complaint. Of course it’s possible the adjudicator will say that LS’s offer is fair and you should accept, but they will tell you that and you then have a chance to disagree. I suggest you ask your adjudicator if they would like any more information from you.
martin says
I had simular had no offers from LS so went to FOS and had a adujucator then suddenly a offer from LS saying final offer when spoke to adujucator nothing settled yet seem as though it to panice people to taking smaller offers
R says
Hi all, just wanting some advice!
I complained to quick quid about 8 weeks ago now due to having over 50 loans with them in total. I used to borrow month on month and would pay back to just borrow again, i was in a vicious cycle and my issue is now, I disagree that they lend to people in a vulnerable financial state.
Anyway I got my reply late last night, bang on 8 weeks saying they won’t uphold my complaint but will offer £250 good will gesture payment. I’m just stuck as what to do. Do I refer to ombudsman or do I accept? I’m worried the £250 will expire and then the ombudsman might not be able get me any more? I’ve contacted ombudsman direct for advice prior to me complaining because I was unsure of process so I am in contact but haven’t directly referred it yet. Any advice would be great?
In anyone’s experience, once they’ve said they won’t uphold complaint but will give you a ‘good will gesture’ can you usually get more from ombudsman or is it worth just taking the offer?
I’m in a debt management plan which I feel was caused by a spiral of debt including that of payday lenders.
Thanks
R
Suzy says
I had 3 offers from quick quid 1 st just like you not upholding claim but offer £350 I refused went to ombudsmon next offer £1700 I refused again 3 rd offer £2200 I have again refused as I payed them £5000 alone in interest without the 8 per cent flat rate take it straight to ombudsman
Robbie says
Hi Guys,
Finally after 8 months, QQ have agreed with the adjudicators findings. The adjudicator took my bank details and said he would pass them on to QQ…… Anybody know how long until I will receive the money? Is it worth chasing QQ myself?
Thanks to Sara for this site, it’s been life changing! Only 2 more cases to go and it’s all over!
Robbie
rob says
Mine took 6 days, received an email one evening saying it’s been processed then was in my bank withing the hour
Adam says
Just a quicky, I had a very good case against quick quid who dragged their feet and really toyed with me, after their 3rd offer I succumbed to the pressure and accepted via the adjudicator. The offer was about a thousand pound less I should’ve gotten back. Is it to late to ask the ombudsmen to review. I feel I was bullied into accepting.
Sara (Debt Camel) says
It is too late.
Victoria says
Hi my ajudacator I don’t feel is being fair, she has just completely dismissed all loans over 6 years whereas other have been put on hold whilst they consider the 6 year rule, I first complained to Wonga on 8/6/16 and its of my opinion that all loans after that date should be included but because my complaint went to FOS on the 8/8/16 she said she would have to ask Wonga if she could look at the loans inbetween these dates obviously they said no, I really feel like she’s already took their side saying I should of know these were unaffordable but of course I knew that’s why I was piggy backing loans, I feel I’m going to get nowhere with this complaint as she’s just siding with them don’t know what to do : (
Alberto says
The adjudicator has not acted in accordance with the rules for the service. If your complaint was made on 8/6/16 then any loans you had between 8/6/10 up to 8/6/16 come under the complaint and fall under the ombudsman’s jurisdiction, provided you have a written record from the business of them receiving the complaint in June 2016. If you do have a record of the complaint being received in June 2016 then provide a copy of this to your adjudicator and make her aware of the rules which can be found in the link below. The six years starts from when you complained to the business (provided you have a record of them receiving the complaint) and not when you referred it to the ombudsman.
https://www.handbook.fca.org.uk/handbook/DISP/2/8.html
Suzy says
I have now waited 18 weeks for money shop to give me final responce after many emails they have replied saying they have a back log and are now looking at claims from March mine went in 1st may so I sent to ombudsman 1 month ago had email saying they are now looking into my complaint now wondering how long this will take payed over £5000 to them out of my bank but I have also payed a lot to them also by going into there shop renewing cheques – think I have payed money shop around £2200 in interest alone
MCUK says
Hi Suzy,
I recommend you should’ve taken this to the FOS at 8 weeks of your complaint.
They’re taking their time and they’re in no rush. Get in with the FOS which will get the ball rolling.
Mark says
Hi Suzy, I complained on 9th May to TMS which is now also 18 weeks.
I complained to FOS after 8 weeks of this complaint and have still had nothing back from TMS.
My advice would be to keep reminding them as can work, however I would expect that October would be the minimum wait if not later
I have had reply from PDUK ( a sister company ) which is also with the FOS now as the offer isn’t sufficient however TMS, PDUK and PDEX (all DFG companies) take a long time to reply
Matt says
Hi All,
I lodged a complaint with Mr lender and asked for £1900 in refunds, they came back with there first and final offer of £270. I said that wasn’t good enough and sent off my complaint to the FO. Mr Lender have now come back with another offer of £570.
I’ve accepted the offer of £570 as to be honest, Mr lender is the least of my worries. I’ve got another 10 providers to go so I’ll use this as a good test run i.e. getting the wording of my emails correct, forms, statements etc ready for the one that will take longer like Payday UK, Wonga and lending stream which will be a bigger figure and will most likely include the FO.
Louise says
Just a quick update. I haven’t really posted for a while.
QQ and 24/7 are still awaiting an ombudsman outcome! These were sent to FOS mid April I think! Adjudicator up help both, both companies disagreed, so went to ombudsman, but ombudsman wanted more info so was passed back to adjudicator, I’m waiting (not very) patiently for a update on those. It’s really dragging now!
In the meantime paydayuk was upheld and paid out. Actually this one was interesting as adjudicator didn’t uphold but they sent an offer in whilst they were investigating. It wasn’t a lot but accepted as I just wanted it over!
Wonga I sent in a few weeks back, got assigned a lovely adjudicator who has upheld 3 loans I had with them out of 4, and has given them to 22nd September to respond. I’m really hoping they agree.
I sent my final complaint last week for wage day advance, had an email back following day saying they had written To WDA to request info. I then asked my adjudicator for wonga if she would take it on which she has agreed to today and has taken on file, The end is in sight!!!
Robert says
Has anyone had any payouts from Provident / Greenwood Personal Credit? Did it have to go to FOS?
Kelly says
Hi Robert,
My complaint with Provident is with an adjudicator who found in my favour a couple of weeks ago, however Provident are stringing things out by asking for more time as the department that is looking into my complaint is unsure whether they agree or not with the adjudicators decision. The adjudicator has said if they don’t respond by COP tomorrow then he will escalate to the Ombudsman.
Sara (Debt Camel) says
“the department that is looking into my complaint is unsure whether they agree or not with the adjudicators decision” lol thought I had heard every excuse from a lender but that is a new one.
Liam says
Hi,
I’ve had an adjudicator uphold my Mr Lender complaint and Mr Lender have now agreed. Forms are signed and have been sent back.
ID says
First success since all this started for me back in January. Mr lender £1,000 back, interest from the 4th loan onwards.
I’m expecting more good news in the next couple of weeks, I have 2 with the ombudsman and 1 with an adjudicator. These are the big ones for me.
Kris says
Hi Sara, 3 of my cases have gone to the Ombudsman after been rejected from the companies. I have sent them my bank statements for the periods when the loans were taken, will it go against my case if my statements says i spent some money on some new trainers for example? does this then show i could afford the loan?
thanks.
Sara (Debt Camel) says
This isn’t going to be a problem – you won’t get any sort of normal everyday spending queried. You aren’t expected to live on beans on toast and never buy new clothes.
Al says
What about excessive gambling and a holiday? I know it shows irresponsible behaviour on my part but does it show irresponsible lending too?
Thanks.
Miles says
I had excessive gambling on my statements.
The adjudicator ripped me to pieces about it but still upheld all my loans.
Ombudsman then changed and upheld about 2/3rds for some reason.
Whether that was the gambling, probably not, but I’ll never know.
What i would say is don’t send statements to the business if they show excessive gambling as this was used against time and time again. If I hadn’t have sent the business my statements I don’t think the Adjudicator was even going to ask for them. It was only when he read Uncle Bucks response to my claim (stating it was my gambling, not the unaffordable loans that was the problem) that he “reviewed from afresh”.
So definitely don’t send statements to business if you have excessive gambling, In my opinion
ps.
I’m still to see any money from UB’s mind
Has anyone got their email address, I may as well ask them what is going on?
Sara (Debt Camel) says
Lots of people have had a lot of gambling showing and still won cases.
A holiday is more difficult and it will come down to the details of the individual case. (Actually all cases are individual and the details matter, but it’s easier to give useful general comments about some situations than others.) If it is just one holiday and your claim is for lending over a long period, I would argue that the rest of the loans were unaffordable. Of course there may also be circumstances where it is fine – perhaps your mum gave you the money for the holiday so you could all go to a family wedding abroad – there you couldn’t have used the money to repay your debts.
Graham says
Hi all, QQ have paid out at last, they QQ have been ordered to pay me an extra £500 after not paying me after signing an agreement with QQ through my adviser at the FOS. QQ did not pay up as agreed and I had to wait a further 5 weeks after starting my claim in Jan 2016 its been long but worth it. All I can say is Stick with It.
P.S. still awaiting an ombudsman to look at my PDUK complaint that my Adjudicator upheld in July 2016, Stick with It.
S.D says
I have just had an ombudsman rule in my favour, I’m waiting to be paid it, it’s only been 10 days. But they won’t even talk with me to arrange it.
Are you saying they went beyond the ombudsman 28 day limit to settle, and that’s why you were compensated
Graham says
Hi SD QQ are a law unto themselves, They asked me for my bank details to pay me my refund after they agreed with my Adjudicator. Then they ignored me for 5 weeks, this did not bother me as I was used to QQ being ignorant and delaying at every opportunity. This time it cost them £500 extra, however it does not seem to bother their staff as it is not their money but the companies funds. The Staff love to play games and stretch complaints out as long as possible, I started my complaint in Jan 2016. The FCA need to look into the complaint process with certain PDL and fine or withhold licenses to put a stop to this.
Nigel says
My QQ complaint has at last been picked up by an adjudicator, They, QQ were refusing to look in to it as the loans were continuous from 2008 – 2016. But I have told the Adjudicator to concentrate on the loans from July 2010 onward. I have also noted that the 89 loans, have been reduced to 23 by QQ in information given to the Adjudicator, they have funny ways of identifying loans. On the Web site it stated I had 89 loans! This is due to the way they re-loan with the Extensions they give, but these are just roll overs. Also since they refused to give me anything apart from a good will gesture of writing off £1100 it shows they have guilt. The web site now says I have only had 4 loans! Its a good job I am using a Credit report from July rather than now as they have all been removed as well. Then we have the Flex-loan that I had for a good year with them.
Anyway my total Interest paid was close to £14,000. I personally think that £10,000 of that was unaffordable. Now its a straight fight to see what I will get back. I have faith in this system, my bank statements and Credit file will show the borrowing from anything up to 20 Payday lenders at one time. So how anyone can even consider lending to some one with that amount of debt is beyond me. So wish me luck with this one.
Other FOS reported complaints I am currently persuing are WDA, 247 Moneybox. Toothfairy. Every other lender I have managed to work with including a refund of £4,200 from Myjar who refunded me on all 127 loans.
I an still waiting on final offers from Payday Express, Money Shop, EPDL, CashASAP, Credio and Avanti Credit.
So far I have retrieved around £15,000 and have cleared some long standing debts. Thanks to this great site for pointing me in the correct direction.
Boo says
Hello wondered if i could get some advice please? I have made two complaints, one to QQ and one to Wonga. I thought I had strong cases but it doesnt seem to be going too well. I had 32 loans with Wonga ranging from £40 to £400 over a period of around 3 years and a similar kind of thing with QQ. My adjudicator has rejected my QQ complaint saying he has looked through my bank statements and he thinks i could afford the loans. QQ had already offered to wipe my remaining balance which I was happy with so accepted that. Now the same adjudicator is looking through my Wonga complaint and has warned it will likely be the same outcome. He says he is looking at essential outgoings vs income and that it looks affordable. I ended up in a debt management plan through being caught in the payday loan spiral, admittedly through my own fault for poor money management but it seems pointless carrying on my complaint. Just wondered if anyone has any advice please?
Sara (Debt Camel) says
If you know you couldn’t afford to repay the loans without borrowing again each month, this is the point you need to make to the adjudicator. And if you don’t get anywhere, ask for the case to go to the Ombudsman.
Bob says
Hi sara
Quick question, on my bank statement I have a lot of cash going into my account which has come from all sorts of places such as family etc.. the adjudicator are saying quickquid are right to rely on this as an income, is this right as some of it was withdrawn and paid back in for example if I went out to bingo and didn’t spend it all or if we won, some was borrowed from family, and this wasn’t the case every month
Sara (Debt Camel) says
I think you should tell the adjudicator that it’s not right that amounts you borrowed from family are counted as income – you were only borrowing because you couldn’t afford the QQ repayments.
But it may help if you can pick a representative month (not the worst, one somewhere in the middle of your borrowing) and go through your bank statement in detail, showing what income you had coming in, what your expenses were and what your debt repayments were.
Jamie says
To anyone who has just found this website or if you are just starting your complaints. I think the best piece of advice I could give is to be patient! This process takes a long time and can get very frustrating, but stick with it!
From my experience I would suggest not to jump at the first bit of money you get offered. Wonga originally offered £200 as a good will gesture (before taking it to the FO) then a second offer of £800 (With adjudicator assigned). Now looking to finally settle the claim at £1700 So please be patient it really does pay off.
kenny says
my story so far
2.5k written off by moneybox 247
500 back from mr lender
600 from myjar
300 from pixi loans
my claim for wda and wonga have just been rejected, no surprise really, so off to the fos
anyone got any experience of dealing with wda/wonga, do they take forever. i have a feeling they will.
thanks to everyone and Sarah. this site need to get more publicity. such a great tool to help people get back their cash and get back on track financially.
keep up the great work!
Scott says
i have 60 loans totalling 8000 between january 2014 and august 2016 increasing in amount and becoming more frequent. reckon i stand a chance?
kenny says
100% you do Scott
get onto the lenders, get the statement of accounts and get the emails sent off. bit of advice never take the 1st offer, well unless you consider it fair.
i got an extra 800 by refusing their 1st offers.
David says
HI All ,
Finally heard from FO in regards to Wonga complaint, they accepted the findings of the FO and now i just have to wait for them paying out, thanks to this group i have managed to get QQ, Wonga, Mr Lender, WDA and Myjar to refund, i found myjar the fairest of the companies and they accepted my complaint straight away, QQ and Wonga are terrible companies and i would rather live on the street than borrow from them again, i found, even though my bank statements were riddled with gambling transactions that the FO were sympathetic and treated me fairly and without judging.
Hope everyone else has the same luck, i started the process with them all on 1st May and am happy to have it all sorted.
Douglas says
I accepted an offer from Wonga on Tuesday via the FOS. Gave my bank details on Tuesday and it was in my account Wednesday.
kim says
hi everybody,
I had my Wonga case passed to ombudsman 2 weeks ago and I have received a letter stating they uphold my complaint for 15 loans out of 27.
I have accepted this!
kim says
hi everybody, the ombudsman has agreed to uphold my complaint with Wonga, my adjudicator took my bank details from me on Friday.
I have now had confirmation from Wonga that it has been processed for my refund.
they stated this could take up to3-5 days but can also take up to 6 weeks for my credit file to be taken off.
this site has been amazing good luck to everybody else.
kim :)
c says
So, the adjudicator upheld my complaint against Uncle Buck. Uncle Buck did not agree so it’s gone to the Ombudsman. I heard yesterday that the Ombudsman has asked Uncle Buck for further information. What could they have possibly asked for over and above what information the adjudicator had already received from Uncle Buck? I hope the end is in sight soon. It is such a drawn out process.
EDIT – on 27 September c confirmed that the Ombudsman had upheld the adjudicator’s decision – so it was another 10 days or so to wait.
Jimmy says
Hi C.
Uncle Buck did not respond to my Adjudicator so it’s now with the Ombudsman. I have complaints that are with the Ombudsman (QQ, PDUK & Uncle Buck). None of them responded to the Adjudicator. I’m hoping for a relatively quick resolution. My Peachy complaint was reviewed by the ombudsman after they disagreed with my adjudicator. This took 3 weeks for the Ombudsman to agree with the Adjudicator’s findings.
Jimmy P says
Good Afternoon,
Need a little bit of advice regarding one of mine. MyJar (who for the record came back with the information straight away).
Summary:
2 loans
1st loan paid back immediately just £10 interest and charges.
2nd loan defaulted but settled with full and final settlement years later.
Totals:
Interest and Charges: £156
Loan amounts: £200
Money repaid: £266 (including settlement of first loan at £110 and £40 full and final for 2nd loan)
Write off from MyJar: £80
I’m not actually sure what I can claim back… Am i right in think the net figure is only £10?
Many thanks
JP
Sara (Debt Camel) says
Well the amount of interest you have repaid is £66 (Money repaid less money borrowed). But realistically if you repaid the first loan on time, then borrowed the same amount again, there is no reason for the lender to have refused the second loan and I can’t see you will win a complaint.
Mac says
Hi,
Someone recently told me about this site as I did not know it existed.
I started the process ( 2 Weeks ago) of applying for repayment of interest I paid on Payday Loans I took out from 2013-2015 .
I got myself in a right financial mess and eventually I had to agree repayment terms with the 5 Lenders. I got 31 loans in total paying interest of over 2k. All accounts now have a NIL balance and I am now no longer in debt – Thank God and NEVER EVER again..
So far all lenders have responded:
Piggybank – Repaid full amount of interest with 10 days £138.00 + 8% Interest.
Wage Day Advance & Quick Quick have sent me final rejection letters and these cases I am sending to the Ombudsman.
Swift Sterling and Wonga have acknowledged my complaint and I am awaiting their decision.
Mark says
Quick Quid have come back to my adjudicator after 18 weeks and agreed to £4005 refund !!
I have now claimed £10,000 with 5 more companies to go.
How long did the refund take from QQ in people’s experience?
Thanks again Sara
Mark
Mark says
With regards to my refund with QQ, I have had an email from them today
Thank you for contacting QuickQuid and for confirming your bank details.
As per your FOS complaint resolution, we have now made arrangements for the settlement to be paid to you and will do our best to get the funds to you urgently. You will receive further email confirmation once this is complete.
Does anyone have experience how quickly you get this payment following this email?
Robbie says
Hi Mark,
I received that email, checked my bank account and it was already credited. Came in various different amounts though. Hope this helps.
Robbie
Thomas says
Hi guys. Has anyone had any luck with Payday UK or Payday Express paying out after an adjudicator’s decision? If so, what was the time frame, please?
My adjudicator has decided they should refund me all interest over my 7 loans, but they’ve been uncooperative throughout the course of the adjudicator’s investigation, so I’m not holding out much hope. Thanks.
Ian says
It was 28 days from adjudicator decision to payment. They pretty much ignored the whole process and I thought it was going to an Ombudsman then they suddenly just agrred and paid.
michelle says
I’ve just received a random letter out the blue from money shop offering to refund interest paid on my last loan after initial contact they told me I wasn’t entitled to anything, to be honest I had just completed a trust deed and only wanted the records removed from my credit file so I can get married without my debt hanging over me . I actually received a refund from someone else via the trust deed company of £450 but I don’t know where this came from as the trustee just sent a cheque and didn’t say who it was from ! Should I just forward everything to the FO ?
Sara (Debt Camel) says
I think you should ask the trustee where the refund was from.
Mark says
Hello Everyone
Good News!!
QQ Finally made me an offer before my FOS adjudicator made her decision. I have sent my signed settlement form back. QQ have been in touch to confirm my bank details to arrange settlement. This was 3 days ago.
PDUK & Wonga Case are still with the FOS
Daniel says
My adjudicator has ruled in my favour with quick quick, pounds to pocket, payday uk, express, lending streams and peachy. He gave them two weeks to reply, half did and didn’t agree and the others didn’t even bother so they are being sent to an ombudsman.
Suzi says
Hi
H&T settled with me no FOS needed back in May 2016 -i had cashback plus they agreed to write off the outstanding loan.
No entries were ever on my credit file when i took the loans back in 2012,
i have just checked Noodle & a fresh entry dated July 2016 has been added with the amount they agreed to write off .
Can you advise me if this is normal practice.
Thanks
Sara (Debt Camel) says
No, and it doesn’t seem fair. I suggest you contact them and ask them to remove this new addition. Say you would have asked for the record to be deleted back in May, but at that point nothing was showing on your credit file. Say if it isn’t deleted you will be complaining to the Financial Ombudsman.
Sam says
I had the same from pduk.
Ive built my credit back up in the last 2 years and now they have applied a credit search.
I have asked for it to be removed but have not heard anything yet.
How did you get on Suzi?
Suzi says
Hi Sam
I sent an e mail to H& T complaining, had a positive reply – they say they are sorry system errors ! and it will be deleted by end of October 2016
So dont give up i never will,
Suzi says
Thanks Sara,
I sent them an email to complain they blamed the system and said it will be gone by end of October 2016.
I managed without the FOS involvement to get a refund of £983 plus the remaining amount of £783 written off, so just the deletion of this new entry is all thats left for them to do.
Unbelievable really they never bothered from 2012 then hey presto as soon as i complained they added an entry !
Thanks Sara & all for your support all my PDL are sorted now,
-Wonga had written off a old amount for me & removed the entries from my credit file …Happy
H&T refund of £983 plus the remaining amount of £783 written off,
The Money Shop -Refund of 1286. plus removal of entries from my credit files.
Quick Quid removed all charges leaving principal amount of £512.80 i offer a Full & Final settlement of half which was refused they now say fine keep paying us £1 token payment a month until Feb 2017, then they will look at it again….Suits me.
I still cannot believe how i had to borrow from them just to survive back then , i will never borrow from any PDL again as i believe they must be another way to get hold of a few quid without they high interest rates and fees.
Noel says
Hi, having had at one stage close to double figures of payday loans 2-3 years ago, this website made me realise that, whilst not my finest hour, this was also irresponsible lending by the lenders concerned for sure – thank you to all the contributors. I started my complaints 3 months or so ago, and now have QQ with the ombudsman – but Myjar, the 2nd company I complained to, came back very quickly to me and upheld my complaint on 30 out of my 39 loans and offered to settle. The speed they came back was a very pleasant surprise & I’m going to accept, to give me something to tide me over while the larger QQ complaint progresses – what I was wondering is whether the fact that Myjar have upheld my complaint for a sizeable portion of my loans something worth sharing with FOS – or is it of no consequence regarding the QQ claim (even though they did cover similar periods), or detrimental to the claim?
Sara (Debt Camel) says
The fact that you were borrowing from other lenders will show up on your bank statements and is relevant to the affordability issue, but the fact that MyJar have accepted the loans were unaffordable isn’t likely to make a difference to your adjudicators decision.
It’s certainly not detrimental though!
NSA says
Hi everyone
I have been following the thread closely and have had a couple of successes.
My Jar- replied within 5 weeks and received 1.6K around 23 of 27 loans refunded
Piggybank- same as my jar reply wise but only one loan still got back £135
Sunny- rejected off to FOS
247- the absolute worst company ever countless emails over 8 weeks now off to FOS no reply
Mr lender- replied within a week with a offer of £400 but I paid 2.4K interest this is with the fos now
Uncle buck – replied today with an offer of 1.5K but refused to refund last 4 loans which they say are trio products so they won’t refund installment loans . Don’t know what to do as this is another £800 interest
Lending stream – rejected off to fos
Payday express- no reply yet
Still to write complaints: wage day, trusted quid, cash asap , satsuma so lots still to do!
Sara (Debt Camel) says
re the Uncle Buck complaint. Their “trio” loans are three month installment loans I think. The same affordability rules apply to these as “normal” payday loans – if you couldn’t afford the monthly repayment without hardship or further borrowing, then they weren’t affordable. So you have to think if the repayments on these loans were unaffordable. UB are wrong to say they will never refund installment loans, they should look at your case.
Of course you may decide that getting 1.5k back overall is a reasonable offer overall. That’s your call. But if you want facts to help you decide, focus on what the installment loan monthly repayments were.
Peter says
Anyone had any luck with pay day uk? Mine has now been in ombudsman que for almost 4 weeks. Adjudicator upheld but pay day uk just ignored – any story’s to give me hope? If you could share your time scales that would be great
Matt S says
Sorry to jump on your thread but I was just about to ask the same question. My complaints against Payday UK and Payday Express were both upheld by my adjudicator mid August. Gave them 2 weeks to respond, which they didn’t (as seems to be the case with everyone) and so it went into a queue for an Ombudsman. Was picked up by Ombudsman end of last week, and they then asked for bank statements which I supplied yesterday. Asked my adjudicator if they had a rough idea of how long it would take now that an Ombudsman was looking at it and was advised “The ombudsman is currently looking at your complaints. So I imagine the final decision will be issued within the next three to four weeks – but it could be sooner if no further information is required.”
Has anyone been at this stage and is it actually likely to take 3-4 weeks? It originally took my adjudicator less than a week from allocation to uphold my complaints based on the information he had so cant see why it would take so long for an Ombudsman to look into it?
Meryl says
My case against pduk was upheld and passed to Ombudsman, about a week later pduk contacted adjudicator for the first time with offer which I accepted yesterday. I will let you know when I actually get it
Rebecca says
My case was with Ombudsman from end of July – had a decision this week its been drawn out I provided bank statements on the 17th Aug so it took 5.5 weeks for my decision, which evidently she agreed with the adjudicator who had been ignored in this case by Quick Quid.
Hilly says
Hi guys
Had a response from lending stream (please see below). They are saying they’ll pay back some interest for the last 4 loans that were taken out at a similar time. I had 5 loans in total, 200×2 & 100×3. In total i paid back £2175.84, £1475.85 in charges!!
It’s not so much the money I need back although that would help, it’s the credit record getting amended that I need the most. What would you guys do?
Resolution:
While we confirm that the affordability checks were performed with due consideration while approving your loans, we could note that the loans 1716347, 1719823 and 1722979 were approved in quick succession which may have resulted in difficulty while making payments. Hence, we are ready to refund some of the interest paid towards the stated loans amounting to £377.13 including the 8% statutory interest, towards your registered bank account ending with XXXXX
Liam says
Hi Hilly
I had a similar thing with lending stream and accepted the offer from them direct as I hadn’t had that many loans with them and they were wiping off the outstanding balance. I now regret it purely because they wouldn’t remove the loans from my credit file.
My advice would be to go through the FOS who, if they uphold the complaint, will instruct LS to remove negative reports from your credit file. Worse case scenario they’ll say your current offer is fair.
Kris says
Another update:
Wonga have just replied with their outcome and it’s gone in my favour so will be refunding my interest of £2963, I did take out over 19 loans with them. This is after the sent me two emails saying they needed more time and me taking my complaint to the FOS 4 weeks ago after they said it would be another 6 weeks before an outcome.
I have now had interest refunds from Sunny and Wonga which amount to £5393 and still have QQ and pounds to pocket with the FOS. Anyone after advice is just stick with it and be firm with them, the times they sent me emails saying they needed more time I emailed back saying it wasn’t good enough etc, but I don’t think I would’ve ever done it without this website’s help so i’m very grateful to Sara and everyone who works on this.
thank Kris.
Jack says
Hi Guys,
Update on my cases below.
Satsuma – Adjudicator upheld but they disagreed so sent to the Ombudsman.
Wonga – Adjudicator upheld 3 out of 5 loans, Wonga did not respond, sent to the Ombudsman.
Quick Quid – Adjudicator upheld 6 out of 12 loans, given them until 23rd Sept, not holding out much hope they will reply.
Clive G says
Hi,
Had my PaydayUK complaint not upheld by adjudicator now with Ombudsman for final decision – been waiting 2 months now and have been chasing almost everyweek with no luck.
Emailed adjudicator and he states that “we are having to consult with the FCA over how we award refunds, if any when we deal with cases involved in redress schemes. Once our service has a clear idea how to handle this issue it will be sent onto the ombuddsman for review”
Can anyone explain what he is on about please?
My case showed a clear debt problem and stupid thing is he agreed with my complain on another case but not this and the lending was simultaneous? how does that work!
Sara (Debt Camel) says
Payday UK have issued some “automatic” redress to some people. If your complaint is including loans which Payday UK thinks it has already refunded or which could potentially have already been refunded except your account was not detected as suitable for redress, my understanding is that Payday UK is saying to the ombudsman that this needs to be taken into account when deciding your case. And that the FOS is having a think about this. The reason your adjudicator is just repeating what he has already says is because he isn’t involved with deciding what to do about this issue, but the case isn’t going to be actively considered by an Ombudsman until it is resolved.
This probably feels very annoying, but there is nothing you can do about it except sit back and wait.
Rosslfc says
Case with wonga was upheld by adjudicator despite my gambling transactions on statements wonga have today said they disagree with adjudicator
Sunny was upheld by adjudicator and wrote of debt and refunded 250, finally closed my account and awaiting credit file history to be wiped
Just Wonga and quickquid to go
tim says
Hi All,
Just a information which im using as part of my argument re the 6+3 rule.
Below are the complaint volumes published on the FOS website for the last 6 months of 2015 aand the first 6 months of 2016. Some companies i couldn’t even find complaints raised against during the first period, there is about a 5 fold increase in complaints. Having looked at the comments on both this site and Money Saving Expert on this subject, they both started around July 2015 however did not really pick up any traction until October 2015. I think the statistics and traffic of comments compliment each other and really highlight that most people would not know they had cause to complain until the start of this year. I even spoke to Step Change on the subject to gauge their opinion and they are only just getting news of this issue.
July 15- Dec 15 Jan 16- Jun 16
Cash on Go 0 175
Casheuronet 280 1087
Instant Cash Loan 95 285
Lending Stream 0 188
MEM 47 399
MYJAR 0 58
PDL finance 59 136
Pixie Loans 0 36
Uncle Buck 40 89
Wage Day Advance 59 157
Elevate 0 131
Total 580 2741
Anyway it might interest some of you. Im really keen that my money shop complaint should be considered as far back as possible as they absolutely drained me through their cheque cashing.
Cheers
Tim
Liz says
First case going to the FO today – wonga who want more time. So far two small write offs from wage day and my jar, not many loans so happy with those. Bit stuck on money shop as I don’t know what I borrowed.
Pathos says
PAYDAY UK UPDATE
hi guys,
I know a lot of people are having a nightmare with pay day uk, i thought i’d share my update to give everyone hope.
Here is the time line:
Feb – Complained to buisness
April – After no reply, sent it to FOS
May – The admin asked payday uk for thier info, before passing it to adjudicator
July ( 22nd ) – assigned to adjudicator
August ( 10th ) my case was upheald, but payday uk ignored.
August ( 29th ) my case was passed to the ombudsman que
since then i hadn’t had an update, so i sent an email and was told that my case has been with an ombudsman for a couple of weeks and they will be posting decision this week.
Finally! almost 8 months this has lasted!
Neil says
Hi guys
Firstly, thanks for this website and the great information – like so many of you here, I ended up genuinely trapped in a spiral of constant borrowing from payday loan companies and now I’m looking for some redress for the way they have had such a negative impact on my life.
I’m ashamed to admit that I’ve had so many of these wretched things – often borrow from one to pay back another – that I’m struggling to track who the lenders were!
I’ve already made a formal complaint to one provider – I had one loan a month for the past year, starting at £200 and the latest being for £600. I feel I have quite a strong case here, evidenced by my bank statements which show a sorry take of multiple PDLs.
I have also borrowed alternately from QQ and PoundstoPocket – although these are more patchy, because I would use one in one month then the other the next month (on top of Wonga, Uncle Buck, MyJar etc etc etc). Do you guys think it’s worth suggesting these were unaffordable? In my heart I know they were, but it’s whether it “looks” it on paper.
I am fully prepared to go all the way to the Ombudsman with this, because as much as I take responsibility for my actions, at no point did any of these companies turn round and say “No More!”. I wish they had – they have all but wrecked my credit file, and in turn my relationship. I’m angry with myself for taking them, but I’m also angry that these companies even exist!
Scott says
Hi all,
Firstly thank you so much for this site Sara.
I wrote my complaint letter to Wonga back in February. After 16 weeks they offered £400 which I rejected and took to the FOS.
An adjudicator upheld my complaint in July which Wonga didn’t respond to so it was sent to an Ombudsman 3 weeks ago.
Wonga have now emailed an offer to my adjudicator for £3250 which is about £1600 short to what the adjudicator upheld.
The money would make a real difference to my situation at the moment and to be fair it was money I hadn’t expected but I really don’t know if i should hold out to see if I could get the full amount which would obviously make a bigger difference but could take months longer.
I know it’s a nice position to be in and it’s really difficult for you guys to answer but I seem to change my mind daily! I think if it was under £3000 I would have found it easier to reject as crazy as that sounds.?
John says
Hi guys. I have a complaint with Payday UK at adjudicator and it appears the FOS are losing patience with them. My case was just assigned to them last week, and my adjudicator had all the relevant information she needs from me (bank statements, credit file) from previous complaints and is only giving them 1 week to provide her with their side of the story. My adjudicator says if nothing has come back from them then she will make her decision based on the information she has from me. Fingers crossed.
Matt S says
Hi, this is what happened to me with PDUK. Was assigned to adjudicator on 11th August who gave them a week to provide any information they felt appropriate. After a week of no response adjudicator made a decision based on information I supplied and ruled in my favour. However PDUK still did not respond to the adjudicators decision within the 2 weeks they gave them and so it then went into a queue to be allocated to an Ombudsman. This happened last week. Now been almost 5 weeks since adjudicator ruled in my favour and still waiting. Payday UK and Payday Express just will not respond to adjudicators, so expect to still have quite a long wait.
dominika says
Sooo I today got finally my provisional decision from FO regarding WDA :) its even better then my adjudicator decision so very happy about that.
Is there anyone who been in same position as my question is do WDA will take this decision or will drag it for another 2 weeks for final decision??
Regards
Recent timeline: It went to Ombudsman on 27.08 it was in queue for 2 weeks got picked on 13.09 then on 16.09 been asked for bank statements or account details. Send them straight away as it’s faster for them to get statements needed. On 17.09 my adjudicator told he received statements and send them over to Ombudsman and today got letter with provision decision from ombudsman
Phil says
Hi
i originally started my complaint in may, before sending FOS. the adjudicator has upheld every loan offered by wonga and half the loans from QQ, just now waiting on wonga and QQ to respond to her. still currently got a complaint with unclebuck.
Thanks,
Phil
Leigh says
Hi
Just received a final offer from Mr Lender offering a goodwill gesture payment of £135 off my outstanding debt (which will halve the remaining balance). My first loan i rolled over three times before paying back in full. The second loan i had i didn’t pay back at all until i was on my DMP with Step Change.
My second loan was for £250, i have paid £105.31 to date and the current balance is £279.69
They have basically said they think that they acted correctly and that my credit checks were showing an average score for scores they were seeing at the time of the loan. At the time of this loan my major debt problems were just starting but my credit file must have been bad before this as i had wonga loans and a high rate personal loan from another lender. I was also struggling to get any credit elsewhere so that tells me my credit report must have been flagging something.
Do you think this is a fair outcome?
Sara (Debt Camel) says
In that case their offer to reduce the balance by £135 to £145 is pretty fair, because if you repay that you will have repaid the amount you borrowed on the 2nd loan with no interest. You are unlikely to get much more by going to the FO, see https://debtcamel.co.uk/payday-lender-write-off/ which looks at a similar situation in more detail.
Frank says
Ombudsman upheld my pay day uk complaint, it was put in queue on 29th of August! Anyone know how long they take to pay out?
Teresa says
I got a payday uk loan a while back and its been paid of but there still taking money out of my account and charging me fees aswell when it has already been paid… Id say they have took over 400 pound of me in the last few months for a 100pound loan i got a while bk but was paid but still getting charged and fees… How do i get my money back from this as it has messed my money situation up big time…
Sara (Debt Camel) says
Hi Teresa, the first thing to do is to tellyour bank you want to cancel the CPA (continuous payment authority) the lender is using to take money from your bank account. Then contact the payday lender and say you think they have taken too much money and ask them for a statement of your account showing what (if anything) you still owe.