Did your payday loans cost so much when you repaid one you had to keep on borrowing?
You can get a refund of the interest you paid on unaffordable loans.
It’s easy to ask for a payday loan refund using the free template letters here. The letters work if your payday loans were repaid or you still owe money.
The comments below this article have thousands of stories of the refunds people have got using these letters. It is a great place to ask questions!
Contents
What are “unaffordable” loans?
Was a loan affordable just because you repaid it?
No! If paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
Payday loans are meant to solve a short-term problem. If you kept repaying one then getting another loan soon after, the lender should have stopped lending to you.
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or borrowing again soon after repayment.
How much compensation can you get?
You don’t have to calculate this. Just ask for a refund from the lender and see what you are offered. This is simple and it works well.
The Financial Ombudsman has seen tens of thousands of payday loan affordability complaints.
A typical decision by the Ombudsman is that the payday lender should refund all the interest you paid interest after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times you could get a refund from just one loan.
Which lenders can you get refunds from?
You can complain to lenders that are still in business, even if they are no longer lending. These include:
Lending Stream, Cash Converters, CashASAP, Drafty, Dot Dot, Fast Loan Uk, Fernovo, Fund Ourselves, Kabayan, LoanPig, Mr Lender, Moneyboat, MyKredit, My Finance Club, QuidMarket, Savvy, The Money Platform, WageMe, Wizzcash,
See this email list for payday lenders for a longer list and all the contact details to use.
If the lender has gone into administration, including CashForUNow, Piggybank, Ferratum, Oakam, Safetynet Credit, Tappily:
- make a claim to the administrators – there is normally a simple form for you to complete, see the lender’s website for details – but there will be a time limit for doing this.
- you may not get much cash back but this is very easy to do. A balance may be reduced or cleared even if there is no cash to distribute. And if you win the complaint any negative marks on your credit record will be removed.
It is probably too late to make claims to other lenders who gave up years ago, see this list.
For longer-term loans there are better template letters to use on other pages:
- doorstep lenders and guarantor lenders,
- Loans2Go – the worst loans in Britain!
- 118 Money, Likely Loans, Bamboo, car finance, bank loans and other long-term loans.
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you later have to go to the Ombudsman.
If you still owe money to the lender, read Will an affordability claim hurt my credit record, and other questions. These looks at your options for stopping paying, the effect on your credit record etc.
If the rest of your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time to go through at the Ombudsman. Winning a complaint then speeds up the DMP.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
If your loan was sold to a debt collector you complain to the original lender. But also tell the debt collector that you are disputing the debt. It is a good idea to carry on making payments to the debt collector if they are affordable.
Start your complaint & get loan details
Find the lender’s email address for complaints from this list.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
You should never have given me these unaffordable loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed that my debt problems were getting worse. It was not responsible to continue to lend to me. [Add more details eg how often you borrowed or rolled loans if you know them, how the amount borrowed generally went up etc]
[Include/change this if your credit record would have shown big problems:] My credit reports would have shown all my other debts and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[delete this sentence if you know what all your loans were.] I know the difficulties your loans have caused me but I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
[delete this sentence if none of your loans were sold.]If a loan was later sold to a debt collector, please inform me of the date of sale and the name of the debt collector.
Some ways to improve this
Add any other points that help you describe what happened to you. You don’t need to list the loans – the lenders knows them.
Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- if you weren’t treated fairly while you were borrowing or when you could not make a payment, add a bit about this.
You can attach bank statements if you like, This is a good idea as these show how unaffordable the loans were for you. If you have gambling showing, this helps your complaint, it doesn’t harm it.
I don’t know if many lenders actually read what you send them. I
it’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large, read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a very difficult complaint to win. If you have borrowed once or twice from 5 leaders, that is much more difficult to win an affordability complaint than having 4 or 5 loans from two lenders.
Waiting for a reply from the lender
This email starts your affordability complaint.
They may send the list of loans first and later respond to your complaint. So don’t be surprised if you get sent info on the loans but nothing about your request for a refund.
When you get your loan information, you can send in more details about your complaint if you want. You don’t have to do this, your complaint has already begun and the lender has to reply.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it. Make a note in your diary for 8 weeks time and chase the lender up if you don’t get a reply.
Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Send your bank statements or other information?
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want. But you should download a copy of your credit record asap as the Ombudsman will ask for it. Don’t put this off, the sooner you get a report downloaded, the further back it goes which is good.
Don’t send payslips – they won’t help an affordability complaint and the ombudsman never asks for them.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them.
Again this is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years even if the account has been closed.
Lender says No or makes a poor offer
If the lender rejects your complaint or offers you a small amount, don’t be depressed. You may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman where many thousands of people have won their payday loan complaints, despite being rejected by the lender.
Give up?
Some lenders try to make your case sound bad when it isn’t. People have had large amounts refunded after a complete rejection!
Just ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications and you didn’t give accurate facts – see Lender says I lied for more about this;
- you repaid some loans early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- your borrowing didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked more closely;
- your loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Don’t worry that you will lose a small offer by going to the Ombudsman – this doesn’t happen.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think the lender should have realised a lot of the other loans were unaffordable;
- an offer to write off your current balance may sound convenient … but it may be very poor if you should get a refund as well;
- if getting defaults or late payments removed from your credit record is important to you, are you happy with what the lender is proposing to do? Don’t assume your credit record will be cleared if the lender didn’t mention this.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an installment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay too long – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. When you aren’t sure, send the complaint to FOS. This is easy to do – let FOS make the decision.
How to send a complaint to FOS
Put in a separate complaint about each lender.
Don’t wait until all your lenders have replied before sending the first one to the Ombudsman!
FOS’s “complain online” option is easy and takes you through your complaint step by step.
You can just copy what you said in your complaint to the lender. You can add more details, for example, if you disagree with what the lender replied to you.
If some of your loans were over 6 years ago, tell the Ombudsman when and how you found out about these complaints. For example:
“I knew the loans were causing me difficulty in 2016, but I thought this was my fault for being bad with money. I didn’t find out that the lender should have checked the loans were affordable until June 2022 when my brother told me about these claims/I saw an advert from a claims company on Facebook/I read an article about these claims” – change this so it is right for your case!
Things to attach:
- the reply you have had from the lender.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed – if you don’t have them, start the process of getting them now, don’t wait until FOS asks for them.
- a copy of your TransUnion Statutory credit report
- a copy of the credit agreements for the loans if you have them. If you don’t, don’t worry, FOS will get them from the lender.
What happens after you have sent a case to FOS
You will normally be contacted within a couple of weeks and asked for a copy of your credit record and your bank statements if you haven’t sent these. If you have sent these on one complaint, then when you complain about a different lender they will use the ones they already have.
After this initial contact, your case will wait for the lender to send FOS your case file and then wait to be picked up by an adjudicator who will make a decision on it.
If you are still making payments to the lender, tell the lender you want to reduce these to an affordable amount. This will make waiting for an Ombudsman decision much less stressful for you.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you are bankrupt now or have been bankrupt in the past – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you. If your IVA has finished the refund may still be sent to your old IVA firm.
- if you are in a DRO now, getting a refund may mean your DRO is cancelled!
More help
You can ask a question in the comments below – you may get a reply from someone who has been in your exact situation.
Don’t use a claims management company. They are expensive and often incompetent. It’s easy to do this yourself and you can ask questions below and get replies from other readers who have done this.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
alan says
Just had a final response from MYJAR and they have refused my complaint for the 33 loans I had with them over an 18 month period in 2011/12 so have passed this to the FOS
alan says
Just had a detailed look at MYJAR loan history and I cleared my loans and borrowed straight away every month over the guts of 2yrs with my loans starting at £100 to the last loan of £600 and interest each month ranging from £17 to £100. Not good reading and I would of thought this would of been picked up by the lender as not the norm for a “Pay Day Loan”
Steve says
Hi All
I asked Payday express for my statement of account. Has anyone had the same? What should i do next
With regard to your request this account currently has no sums due or payable. Therefore, we have no current obligation to send documents under Section 77 of the Consumer Credit Act as per Subsection (3) of Section 77 which states that the “requirement under Subsection (1) does not apply to – (a) an agreement under which no sum is, or will or may become payable by the debtor….”.
Bert says
I suggest you just complain anyway, then when 8 weeks are up, go to FOS. I did this for PaydayUk – part of the same company as PayDay Express, and I am about to do it to the MoneyShop – also part of the same group. They seemingly do have to pass the information on to FOS, so you will get it one way or the other as I just found out this week.
Katie says
Pounds to pocket have emailed me today asking for payslips and bank statements going back to 2012. I don’t have them do I have to? I emailed my initial complaint yesterday and they emailed me this morning. Thanks
Neil says
Nope, you don’t have to supply them to the lender. The FOS may well want sight of your bank statements, but if you don’t have these (as I didn’t) then you can supply account number and sort code, and the FOS can obtain them on your behalf.
Bert says
I was asked for these by QuickQuid (same company as P2P) but I just told them I didnt have them. Didnt seem to prevent an offer eventually being made.
Bert says
I found this website in around Sep-16 and decided I may as well submit a few complaints myself as I have spent about 7-8 years borrowing and repaying these loans monthly. I have had a lot of success so far so everyone considering this should definitely put in their complaints, as the effort to do it is nothing compared to the potential reward. My results have been:
Wonga: I borrowed upwards of £30,000 over 43 loans over 4 years taking them every month almost without exception the same day I repaid the last one. I repaid them over £36,000 as a result. Complained, they came back 7 weeks later to uphold my complaint against 34 loans, offering me a refund of £7,500. No fuss, no argument, and they paid it about 7 days later.
Pounds to Pocket: Borrowed 4 times from them totaling £3,000 and repaid £5,500 – stupidly as this was my first response, I accepted the £200 offer they made me without them accepting any responsibility. That was likely a mistake as I now see I could have got much more.
Quick Quid: Part of the same company as Pounds to Pocket. They offered me a refund for one loan, but I rejected. Forwarded it to Ombudsman and they have now upped the offer to 6 loans for £1,100 with 8% interest to be added per year. I will accept this once they confirm the final figure of around £1500. I had paid them around £1800 in total interest and charges on the 14 loans I had so this is not bad.
PayDayUK: They refused to supply me with statements but I complained anyway. They rejected it, so I waited 8 weeks and forwarded a complaint to FOS with literally no information other than my account number. They came back this week offering £476 as a refund. I got the statement from FOS that PayDayUK sent through to them so I know this only represents about 1/3 of the money I paid them so I think I will refuse this offer.
MoneyShop: They have been the worst so far (part of the same company as PayDay UK and PayDay Express). They told me they are not obligated to provide a statement as the accounts are settled. That was 8+ weeks after telling me they had no record of my account. I told them this week I am forwarding my complaint on as they didn’t even acknowledge it when I originally raised it. Interest on these loans will easily exceed £1500 and I am confident I will eventually get most of it back.
Lending Stream: Made me an offer of £40 refund for some late fees. I rejected it and passed it to FOS. Paid them upwards of £1100 in interest over 9 loans that were all at the same time as the above, so I am confident this will come back with a good result as well.
All in, it will be over £10,000 in refunds within 4-5 months for the time it took to send a few emails. Definitely a good idea to put together a spread sheet of everything so you can see exactly what you had and when. My spread sheet ran to over 100 rows and made for depressing and embarrassing reading initially, but now as the offers are coming in, it doesn’t seem so bad!
Keith says
good post Bert. I will take your advice and do a spreadsheet. I am now chasing 10 payday loan companies, I only started last week. Just today I have received a statement of account from Cash Converters (arrived in hard copy the following day). It’s not an easy document to understand. Some of the loans have been marked ‘reconciliation’.
Did any of your loans go to a debt collection agency? A few of mine did and everything got paid off. I am just wondering if you can still file a complaint and request a refund if treated unfairly with affordability when a debt was passed to a debt collection company ?
susan marko says
anyone heard yet when cash genie are meant to be paying out what is due, as am still waiting on my payout from them
Sarah says
Still haven’t sold their asset so doesn’t look like it will be any time soon
alan says
Wonga have just emailed me saying they are experiencing a High Volume of Complaints and may not get back to me within the 8 week time scale stated.
Has anyone else had this response
Wiggles says
I had this twice and i just forwarded it on the FoS
Michelle says
Hi
Think Wonga are struggling as they should have given the FOS my case file by 12th but then given to 19th as they have told FOS they are behind on complaints due to volume. I’m going to call my adjudicator at the end of the week for an update
Marie L says
Hi all
I recently complained to quick quid about irresponsible lending, after 4 weeks they rejected my complaint.
I do want to take this to the ombudsman, but I don’t have all of my loan statements from quick quid.
I keep asking them for all of them to calculate how much I borrowed and how much interest, but they’re saying that I only had 4 loans with them when I know I had far more!
Has anyone else experienced this with quick quid? I’m very suspicious and wondering whether they’re trying to delete customer records to avoid paying out any refunds!
Neil says
Marie L – I had this experience too, although I didn’t actually complain. I told them I was considering a complaint and would like my loan history with them – it proved very light on detail, shall we say.
I am going to go back through my credit file and bank statements to try and piece the borrowing together, but I’ve held off from making a formal complaint until I can get that information, and until my two biggest (and easier in terms of getting the information) complaints are fully resolved.
Marie L says
Thanks Neil, I’ve tried checking my bank statements but it’s a bit confusing, I think I must have rolled loans over so it’s harder to to work out if that makes sense!
Good luck with your claim
Sara (Debt Camel) says
Are you thinking of rolls/ deferrals as seperate loans? That is often a cause of differences in counting loans… Or you have had what they term a flex account but you thought of it as a normal series of payday loans.
It is always a good idea to cross check a lenders list of loans against your own records, either emails or your bank statements or both.
Marie L says
I think you’re right Sara, they have got back to me saying that and they they will send me a statement for the flexi account.
Thanks for your help
George says
Hi Sara. Strange one. Moneyshop offered to refund all interest on my only loan with them which was a surprise. But they said they can’t remove the default? I’ve replied to say if they remove the default il accept in full. It would be a shame to have to wait another load of months as in this far and so close to the result. Im more concerned about the default than a refund in this instance? Any thoughts?
Sara (Debt Camel) says
Odd. Is the rest of your credit record clean? If the rest is pretty poor, this extra default may not make much difference.
George says
Thanks Sara. Ive had Lending Stream agree to remove the default as part of their offer which I have accepted. Also payday express so this my last one! It’s so frustrating, I emailed them to say I will accept their offer if default is removed also but they replied saying no they’ve already given final offer. FOS?
Sara (Debt Camel) says
Well it’s your choice, if getting the default removed is essential then off to the FOS. But it can be hard to win a one loans case at the FOS, so it may be that after months you are just advised to take their current offer. Is there any particular reason why you think this one loan case is likely to suceed?
Shell says
Hi Sara/all
Uncle buck have got back to me asking for my credit file and bank statements.
Has anyone else had this sort of response from them? And what have you done?
Thanks.
Sara (Debt Camel) says
Yes they often ask for this. But UB has a pretty poor record for making good offers so you could reasonably decide there is no point – if so tell them to decide your complaibnt on what they already know and you will provide any further information to the Ombudsman if it is required.
Jack says
Complaints now in and spread sheet in place , for the two current loans would it be preferable to send in complaints and ask them to withhold taking payments whilst investigations are on going.
Both are repeat loans with increased amounts so as to present default however I am in the vicious circle of re borrowing to get by so both cases have merit in why they are lending at all !
Is it likely that a letter to Mr Lander and Trusted Q will get swift action against me or the matter placed on hold and resolved amicably?
Sara (Debt Camel) says
Are these your only two outstanding debts? If they are, then putting a complaint in and offering a an affordable payment whilst this is being resolved is the best option. If you have lots more debts, then consider setting up a debt management plan with Stepchange, see https://www.stepchange.org/Howwecanhelpyou/DMPDebtmanagementplan.aspx. That will enable your current fiancial situation to stop being in crisis, so you can sit back and wait for good resolutions to payday loans. Whilst you are still borrowing / still in crisis mode there is a lot of pressure to accept a write off even if you would get a good refund by continuing for another few months to the Ombudsman.
Danielle says
Wonga have replied and said best to discuss on the telephone, I don’t want to speak to them is that unreasonable of me?
Please advise best response
Sara (Debt Camel) says
It’s up to you. They don’t often say this. If you do decide to call, you can be prepared to end the call if you think it is confusing or they are trying to get you to accept something you need to time to think about – just say you don’t understand and can they please put this in an email to you.
Jay says
Hi I’ve just had a response to one of my complaints to say they believed they acted responsibly with the information and lending rules at the time. But as a gesture would be willing to write off my outstanding balance. Should I accept this or decline and go to ombudsman. They haven’t provided me with a statement of account as says all loan details were sent to me at the time they were taken out? Any advice
Sara (Debt Camel) says
Hi Jay, which lender is this? How large is the outstanding balance and do you remember what you borrowed on this last loan and whether you have repaid anything to it? Also how many loans did you have from them before hand and do you have any idea how much interest you paid on them?
Jay says
Hi it was 247 moneybox. I can’t remember how many loans I had with them but would think it’s 10 plus. All paid and reloaded same day. The amount they are offering to write off is £400 which must have been my last loan. Didn’t know the debt existed so not sure if I’ve paid anything off it . I responded asking for my statement of account in order to be able to consider their offer but not heard anything since. Should I wait , accept or contact them again ? They made the offer the day after I made my complaint!
Sara (Debt Camel) says
I suggest emailing them again and saying you need the Statement of Account to consider their offer, or you will be going to the Finanancial Ombudsman.
£400 doesn’t sound like a good offer after that much borrowing, but why not get the facts?
Jim says
I have submitted 3 complaints to the Financial Ombudsman for review, can anyone explain what happens now with approx timescales please?
Also Wonga have responded 6 weeks after my initial complaint explaining they need another 6 weeks – should I wait?
Thanks in advance
Neil says
Timescales at FOS seem to be a funny thing. I’d say about a week after you submit, you’ll get a letter acknowledging your complaint. About a week later you will be assigned an Adjudicator; how long it takes them to then make a decision depends on the complexity of your case, availability of evidence and so on. Once the Adjudicator reaches a decision, if you or the lender disagrees then the case gets referred to an Ombudsman – currently I get the feeling the way for an Ombudsman review at this stage, can be up to 3 months.
As far as Wonga goes – personally I would not wait, after 8 weeks if you haven’t received their full and final response simply submit your case to the FOS.
Thomas says
The Ombudsman has asked me to send over bank statements and more info regarding the loans. There is a postal address on the letter. Just wondered whether it was better to post these or email them?
Neil says
I did all mine by email – not one bit of paper went in the post. As far as I’m aware they’re happy for you to submit anything by email :)
Ann marie says
Hi
Sarah I wondered if you could help? I’ve had refunds from Wonga, Quick Quid and Lending Stream.
I checked my credit report today and none of these have been wiped from my credit file as I had expected them to be.
I contacted all 3 and Lending Stream have advised they were told my the ombusman that they were only told to remove adverse info.
WHen I checked my decision letters (both different ombudsman ) the Lending Stream letter does say remove adverse info but the Quick Quid letter advises to remove all reference to all loans.
I’m confused. Why would the decisions be different and sine I have now had refunds is it too late to query this.
thank you for your help
Regards
Ann marie
Sara (Debt Camel) says
Payday loans you did not default on do not harm your credit score. Even mortgage lenders don’t care if you have old settled payday loans – it is only if you have been recently borrowing that they mind.
But if the QQ decision says to remove all reference, you should go back to them and show them that and ask them to do it.
Katie says
I’ve just printed out my bank statements from 2011 to present and am shocked to discover from 2011-end of 2014 I took out 75 loans from Wonga totalling £25,000 and paid them over £30,000. At the end of 2014 I went onto a payment plan but only paid one month as I got a letter from Wonga saying they shouldn’t have lend to me due to affordability and so wiped the remainder which was approx £800. Dp you think this is a good case against them ? I was on a DMP too at the time with a very poor credit score. Or do you think they will consider the matter over? Thanks in advance
Sara (Debt Camel) says
Sounds like a good case to me! Your payout will probably be reduced by the fact you have already had a write off, but just put in a claim for the whole lot and see what is offered.
kg says
just a quick update….payday uk have agreed to do as the adjuticator have said – full refund + 8% and they will remove loans. the adjuticator did make a mistake on ruling and should have wrote from loan 2 onwards and not loan 1 but i am not complaining too much. they have said they are working in date order and may take a couple of weeks. just glad to get 1 out the way. £650 will come in handy :)
Katie says
I was wondering too if I should start my complaint with Wonga now as I have the info on my bank statements or wait for the statement of borrowing which I requested this week. They emailed me to say that the statement would take 30 days …
Thanks
Michelle says
Hi Katie
I did mine off bank stats which I’m glad as they took 5 weeks to get statements I had nearly 50 loans and they rejected my complaint so waiting for my adjudicator to make a decision now
Katie says
Fingers crossed for you Michelle.
Ross says
Had a response back from my adjudicator, regarding my loan I had with Pounds 2 Pocket. This was just 1 loan, but a 12 month instalment one for £1000. He stated that, as I had lent quite significantly with Quick Quid (their sister company) he was upholding my complaint and required a refund of all interest +8%. The interest on this one was staggering and, looking back, I squirm at ever taking it but that’s all in the past now. Will be interested to see what their initial response is?
Matt B says
Hi Ross,
My adjudicator came back to me on Monday regarding my P2P loans (had 3 with them) advising that they refund all interest + 8%…P2P have rejected the adjudicators findings so off to the ombudsmen
matt
Ross says
Hi Matt,
I’m expecting the same, if I’m honest, but the longer they hang it out, the more interest they have to pay. I doubt the ombudsman will differ from the adjudicators point of view, so we’ll just sit it out eh?
Good luck!
Morag says
Hi Ross,
I have a lot with provident and their interest was terrible.One loan for £1500 in 2009 , I paid back £2916,
Terrible!!!
Ross says
You’re right there Morag. I think we’ve all been silly but, at the same time, these companies have taken advantage and now it’s payback time, literally!
Matthew says
Hi everyone my adjudicator has asked QQ to refund all interest plus 8% and his letter says ‘if you have any further information I will relook at this case’. Now it seems QQ are just either refusing or still making silly offers until it goes to the ombudsman, my question is if they are not providing any further information to the case, why are they allowed to do this? I’m expecting them to reject it then join the long queue for the Ombudsman but all seems very silly.
martin hood says
had simular thing before they offered me £425 then adjudicator looked into and found in my favour for loans 2 to 7 they came back with another offer £800 but missing out 4 loans which surprisng were the biggest so mine of to ombudsman
Sarah says
I had the same backwards and forwards, offered me nothing, then £2100 then £5000 but it’s waiting for the ombudsman now since 22/11 … I might get it for next Christmas!
Matthew says
Thanks for the replies. Very odd how FOS just let them keep doing this when it’s essentially creating more work for everyone! Wonder if qq realise we aren’t fussed as we will only likely end up with more interest!
Sara (Debt Camel) says
Of course some people are fussed – QQ are doing this because a proportion of people decide they would rather have the certainty of a lower amount now than a good chance of quite a lot more in a few months.
sarah l says
Pounds to pocket offered me £187.20 back in November which i declined and sent to FOS, my adjudicator has e-mailed to let me know they are now offering £801.50 for last loan which i have refused due to interest of nearly £3k paid over a period of 4 year.
Does this now mean it goes to ombudsman as the adjudicator did not put his findings on email just what thex were offering??
Thanks
Sarah
Neil says
Sarah – from what you’ve said in your message, it sounds like you’re being given an offer indirectly from the lender – nothing to do with an Adjudicator’s decision. Don’t take this as “gospel truth” by any means, but the way I read this, it sounds like you are still within your rights to wait for an Adjudicator’s decision. The Ombudsman stage is only reached when an Adjudicator makes a decision, which is subsequently rejected by either you or the lender. If in doubt, just ask your Adjudicator what the next step is if you refuse the lender’s offer :)
Aga says
Hi Sarah, if you don’t accept the offer from the lender it needs to be investigated by adjudicator who needs to make decision
regards
sarah l says
Hi sara, just a quick question, when you get a offer from the lender through the adjudicator are you able to go back to them with a counter offer to say you won’t accept £x but will settle for £x
Sara (Debt Camel) says
Yes you can go back with a counter offer. Let your adjudicator know what is happening. Or you can just tell the adjudicator that you think the offer is unacceptably low.
If the adjudicator hasn’t yet reached a decision, they will then make their own mind up.
If the adjudicator has reached a decision, either the adjudicator will say in that case the case will have to go to the Ombudsman as the lender isn’t accpeting the adjudicator’s decision. Or the adjudicator may say that they want to reconsider their decision because of some of the points the lenders has made. This isn’t always bad news, sometimes the adjudicator will decide their previous decision stands.
alan says
Afternoon
Sarah I could do with guidance on an offer from Mr Lender
My complaint went to them on the 16/12/2016 and first of all they got back to me with an offer of £360 which was 50% of the last loan I had with them before I entered a DMP. Over the course of 14mths I had 4 loans with them with the first 2 being 5 mths apart and being repaid in full with interest of £1000 of which they say they are not willing to look at as I repaid quickly. The last 2 loans were back to back and I challenged them on the offer and today they have raised it to £720 which is the full interest on the last loan as this is the one that entered my DMP.
Is this an acceptable offer as I feel due to the gap between loans 1&2 they won’t budge on them…
Details:
31/7/12 Loan £400 int £432 Rolled over and cleared 8/11/12
22/12/12 Loan £300 int £630 Rolled over and cleared 20/6/13
2/8/13 Loan £400 int £120 Cleared £15/8/13
10/9/13 Loan £600 int £720 went into DMP
Sara (Debt Camel) says
if your first loan was cleared on 8/11 and the second loan taken out 22/12, they were 6 weeks apart not 5 months! That looks like a good case to me – think of the rollovers as extra borrowing because you couldn’t repay the loan.
alan says
Thanks
I will leave in the hands of the FOS
When you take a complaint to the FOS do you lose the offer that the company have made or does it still stand
Sara (Debt Camel) says
We haven’t yet seen a case where someone gets nothing or less than the lender offered by going to the FOS!
lauren says
Hi sara
I took out a loan four loans with provident in 2009.
I was unemployed, didn’t show proof of address, proof of income, or any kind of financial budget to pay the loans back. I defaulted more than four times on every loan yet they still give me more loans including two top ups pretty shocking really. If they come back with an offer of all the interest for example, would you get more if you went to the FO? Also these loans finished in 2012 so do they have to keep the loan details ( 6years) from the start of the loan or the end of the loan?
Thanks
Sara (Debt Camel) says
If they offer you all the interest back I suggest you say yes! You may be able to get a bit more (the added extra 8%) but if you are offered a full refund, you have to ask whether it is worth it.
But Provident are not known for making good offers. I suggest you assume that this will have to go to the Ombudsman, so you won’t be disappointed when it does.
I would be extremely surprised if they don’t have full details of the loan – not something to worry about. Just put in your complaint.
Keith says
Good Day
Who is the Adjudicator ? Does he work for the lender?
Thanks
Keith
Susan says
He put the following
Dear Ms Marko
When I looked at your complaint I analysed the evidence and your testimony, and gave you an answer to your complaint based on all evidence, the law and regulation at the time and what is fair in your circumstances – which you accepted.
Unless you can provide evidence that I haven’t seen before it is very unlikely that either me or an ombudsman will come to differently outcome.
Sara (Debt Camel) says
Hi Susan, when you are replying to someone, can you use the Reply button just below the comment you are replaying to, not the larger box below which starts a new Comment.
What you have quoted is a typical ending to an adjudicator comment. If you wanted, you should have asked this to go to an Ombudsman.
Claire says
Hi folks
Eventually getting sorted with WDA. They are just calculating the refund amount. Does anybody have any experience of timescale and how WDA make the refund ?
I’ve also had a positive outcome today from adjudicator regarding pounds to pocket. Again any experience regarding if they’re likely to reject it and drag it out to the ombudsman?
Thanks everyone
Thomas says
When I had a refund from WDA at the end of last year, it just turned up in my bank account without any prior notice. It was about 3 weeks after my adjudicator told them they should refund me all interest + 8%.
lauren says
Hi sara
Thats great thanks.
I have big problem I am extremely stressed about!! :( I contacted doller financial regarding a loan, they informed me I had an outstanding balance with wageday advance, I contacted them for a statement of account they replied no sums are due, I then contacted them again to inform them there was no sums due and there must be an error on there system they informed me there definitely was, it wasn’t until I realised it was statuary barred so I sent a prove it letter, I got a response saying it would be passed to the right department, I then got another email saying they can confirm no sums are due, I have now received another email saying my complaint has been passed to the right department and ill receive a response in 8 weeks. I know this sounds ridiculous and I hadn’t done my research but after I requested a statement of account I also sent a separate email asking if i was effected by the lending regulations and was I due a refund. Is that classed as admitting the debt? what the hells going on? what emails or for what :/ help im pulling my hair out stressing about it
Sara (Debt Camel) says
This sounds odd – so far as I know there is no connection between wageday advance and dollar financial?
Which firms have you put in a complaint to?
Which firm says there is a balance owing and when does this date from? If it was statute barred, nothing you have said will have changed it, it can never become unbarred.
lauren says
Hi sara
Sorry, (payday express) ill put that down to stress. I called dollar financial debt recovery regarding a old settled debt, when I called they told me I had an outstanding balance with payday express. So I then emailed payday express directly for a statement of account when I was told I couldn’t have one because there was no somes due, thats when I told dollar financial I wanted to make a complaint because I was told there was no sums due, they tried to say the reference numbers hadn’t been updated on there new system and I had been given the wrong reference number but now I know its because it was statuary barred and they were trying to catch me out to repay the debt, I told them to place account on hold till I investigate, they emailed me there email address with the balance of the debt they claimed I was owe, and I responded to that email with a prove it letter, they replied saying it would be passed to the relevant department and the email I received today from payday express about a complaint must be in regards to that.
the other emails I received saying no sums due must be off me contacting payday express directly in regards to a statement of account and asking if I was due a refund. The debt is from 2010 and I can’t recall ever making any payments towards it. The email I have just received I replied asking what it was in regards to (idiot) because I had final responses but now I know its in regards to my prove it letter, I was worried they might look at the replies ive had and pick up on my email I sent asking if I was due a refund and that might have been me admitting the debt, but I have never admitted ever having a loan with them my exact words in the email were have I been effected by the irresponsible lending and am I due a refund, panic over hopefully
P.s sorry for such a big comment
Sara (Debt Camel) says
So have you had a list of your loans from them? How large is the balance they are alleging? Have they given you a statement of account yet?
lauren says
Hi sara
No they give me the details of the loan over the phone, it was only one loan, the outstanding balance they are claiming is £495, it was exactly 6 and a half years ago and I can’t ever recall paying anything back, no statement of account because payday express are claiming there are no sums due, its the debt recovery department that deals with payday express who are claiming im owe money thats why I have written to them asking to prove it, ill just have to stop stressing out for now and see what the outcome is when they reply
Nim says
Hi Lauren, to your previous comment re provident – no they did not offer anything!! This was initially for the last 2 loans when I complained, until I realised I had nearly 13-14 since 2006 – so re complained and updated my file with FOS. They are looking in to it – so just waiting to see what happens now.
best
Nim
lauren says
Hi nim
What thats ridiculous!! You think they would at least offer something!!?? I have a strong case against them, being on benefits, defaulting on loans been offered more plus top ups no proof of income you name it so we’ll see what the outcome is for me ill not get my hopes up though
Nim says
Hi Lauren,
Not a DIME!! Yes, was on benefits around 2006-2008, low income etc, and had to keep borrowing to keep up with bills every month……was very hard to come out of, and they kept offering more!
There has been a few cases Sara (debt camel) has posted that were successful!! so I am hoping good news soon!
Will keep updates here.
best Nim
Rachel says
Hi quick update re PDUK been assigned a new adjudicator have an offer of 4k but turned down whilst they look at pre 6 yr old loans. Told it could be between 3-8 months wait. This was after being told last year they could not look at the claim and I had to resubmit it, first complained in March so I can wait a while longer
… anyone else been waiting a long time for PDUK?
Mark says
Hi Rachel
I submitted my complaint in May re PDUK, I have an adjudicator decision and an offer of £1,200 which I turned down. Have been waiting for an ombudsman for around 12 weeks now while the decision was made on pre 6 years.
If you are expecting a 3 – 8 month wait – when did your complaint start ?
rachel says
Hi mark, i started the complaint in march submitted to fos in june, in Sep they told me they couldnt look at it as it had the older loans on, so i asked them to resubmit with the dates of the loans less than 6 yrs, it got picked up again in Jan i had an offer (£4k) which i was told i could accept or wait for another adjudicator to look at the 6+ years loans. So after being told they couldn’t look at them there are now looking at them, they told me most are resolved within 3 months but could be up to 8.
Jason says
11 months fos are waiting for outside ruling ???? Weird every other claim 3 months this one has stuck been awarded in my favour but needs another decision !!
rachel says
jason you have waited this long too?
alan says
Has anyone had dealings with MYJAR and if so how did you get on
Ally says
Hi Alan,
They rejected complaint went to adjudicator in December ruled in my favorite last week, money in the bank on Tuesday all interest off all loans plus 8%. Very quick once they accepted decision.
Ally
Sara (Debt Camel) says
They are one of the better lenders to deal with for complaints. That doesn’t mean you will win! But they reply within the 8 weeks to you, communicate promptly with the Ombudsman so things don’t get very drawn out and often accept adjudicator decisions.
Liz says
Hi all,
I have a quick question in regard to Wage Day Advance. I have had 20 loans with them over the last five years.
My most recent was at the end of December 2016. Once I found this site and saw sense I contacted them to complain about the unaffordable loans. I have just logged onto my account to find no information about my outstanding loan or any previous loans and a message that tells me to Contact them if I have any questions? Has anyone else experienced this?
Thank !
Ross says
Hi Liz,
I complained to WDA and the first thing they do is freeze the account, so you can’t access any details and it just says contact us. This is standard with WDA, whilst they investigate your complaint. They rejected mine, but the adjudicator has since upheld it. So, whereas they sent me an I&I form to fill out to set up a repayment arrangement, it’s now frozen again, whilst they mull over what the adjudicator has recommended. Hope this helps?
Liz says
Thank you, Ross! They have only had my complaint for a couple of weeks so will just have to wait and see what they say.
Ross says
You’re welcome Liz,
My adjudicator has since upheld my complaint and WageDay Advance have agreed to his recommendations. I’m just awaiting a settlement figure and they have already been passed my bank details via my adjudicator ?
Liz says
Just received a letter from
Wage Day Advance partially upholding my complaint. Only for two of twenty loans with them. They have offered to refund £690.06 towards my balance.
Over the years I have paid them more that £3500 in interest alone. I think I’m taking my complaint to the Ombudsman.
They admitted that I was told on one occasion that in order to get further finance I was told by one of their colleagues to repay and reapply straight away. “…With the benefit of hindsight WDA could have carried out some further checks.”
I feel that if that was the case for loan three and four, it was certainly the case for the other loans I had in consecutive months for three years.
Any advice gratefully received :)
Sara (Debt Camel) says
Sounds like a good case to go to the Ombudsman!
Jamie says
Hi Sara,
Could you give me some advice please. I’m desperate to get payday uk loan showing arrears off my report. It’s now paid in full but took me 2 years.
I went down the affordability route and I’ve had a reply today saying they think the checks were sufficient so won’t be looking into whether I could afford them. According to payday uk they did a credit check and income/expenditures assessment.
1st loan was for 12th July £300
2nd loan £520 7th Sep repayable £675
Sara (Debt Camel) says
The second loan is a lot more than the first – I suggest taking it to the Ombudsman.
Jamie says
Sorry I was meant to say a reply from the FOS. It has been with them since November. I initially complained direct to payday UK and they declined to refund or remove credit report arrears.
Jamie says
Thanks Sarah . Do you think there is anything I can do to help my case as it says ombudsman usually rules in favour with them.
Sara (Debt Camel) says
This article looks at what you could add to the complaint that went to the lender: https://debtcamel.co.uk/payday-refund-complaint-detail/
Are you saying the lender says the Ombudsman usually agrees with them? I would disregard that completeley. It’s not what people here have seen!
Jamie says
Hi Sarah,
No sorry I meant at the bottom of the letter from the adjucator it says if it goes to the ombudsman they usually agree with the adjucator and he thinks that payday uk made appropriate checks so won’t be assessing for affordability.
I won’t be agreeing with the adjucator anyway so it will go to the ombudsman but just feel there isn’t much hope now.
Why would the checks be any different with me to other people? I didn’t provide proof of income etc
Thanks in advance
Sara (Debt Camel) says
Ah ok, that is the standard bit every adjudicator adds.
It is worth restating your case to the adjdudicator and asking for it to be passed to the Ombudsman at this point.
Did the lender ask for information about your income and expenses when you took the loans? You have said you didn’t provide proof, but were you asked for any figures at all? For older loans sometimes lenders only asked about your income not your expenses – if this applies to you you should say this and point it it isn’t possible to assess affordability fro just income and the size of the loan.
If they only asked about certain expenses, you should explain that it was unclear what they were asking for – it is common for people to not realise that they should mention debt repayments for example. This means the lender’s affordability checks were inadequate.
Another point is that because you were asking for a new and larger loan soon after the first, this suggets your situation had got worse, so at that point they should have done more thorough checks.
Nim says
Hi Sara,
It would be interesting to know what % of cases referred to Ombudsman are upheld against the Adjudicator decision?
Also to know that do all cases referred to the Ombudsman carry more weight toward your case?
Reason I ask is that not all Adjudicator’s decisions are favourable and they may be missing some vital information – I’m not happy with my adjudicator because he has called a few times to clarify some transactions back in 2012?? for a payday loan complaint, and direct debits, bill payments, etc, most of it evident from the bank statements? point here, is that they can see what’s going in and out and the number of payday loans taken to continually borrow against each other over several years. I sent a spread sheet that shows all the history with dates etc, and it’s hard to remember what the transactions the were going back that far let alone trying to remember even few months ago? I have always been overdrawn, and they can see this clearly from the statements. A case of ‘ Robbing peter to pay Paul’ in an ever growing cycle of debt.
I was not happy with his decision and asked to be referred to Ombudsman for review – for payday express.
let’s see what happens!
best
Nim
Sara (Debt Camel) says
It’s harder to say than you might think, as the adjudicator may uphold partially and the ombudsman say a few more loans should also be refunded but the borrower was hoping for them all… there isn’t a simple uphold / reject dichotomy for these cases. There have been few what I would term seriously poor decisions by adjudicators to reject, and they do tend to be upheld by the Ombudsman.
Each case is taken on its own by an ombudsman. Referring to other similar cases will rarely help yours.
Joanna says
I had a call yesterday from an adjudicator to introduce himself to me regarding my Trusted Cash complaint. From this initial call, I have to speak plainly and say that he didn’t sound neutral at all. Without me even saying anything, he wanted to state that regardless of how many loans that I had, it doesn’t mean that I would get a refund. I just want to be treated fairly, but I got the strong impression that he was already on the lenders side.
At this early stage, is there anything that I can do to make sure that I’m treated fairly?
Tom says
It sounds like a standard thing to say really.. whilst having lots of loans is an indicator of over reliance it doesn’t guarantee that your complaint will be upheld as they will look at various factors I think your adjudicator was simply reaffirming that nothing is guaranteed. We have to remember they are not on our side or the lenders side. Also you have the option of rejecting the adjudicators assessment anyway when it is made and taking it to an ombudsman for final decision. I wouldn’t worry too much about it!
Ross says
Hi Joanna,
I agree, this is a strange statement to make on an initial introductory call. My calls have just been for the adjudicator to introduce themselves and explain the process(es) and any documentation they may require. However, let’s not forget that people are all different, so it may just be the way this particular adjudicator prefers to work, which doesn’t necessarily mean it’s going to be bias in any result. I have a number of contacts at the FOS and some are very friendly & informal, whilst others are sticklers for formality. I wouldn’t read or think too much in to it and, as others have said, the ombudsman has the ultimate decision at the end. Good luck with your case!
Sara (Debt Camel) says
We have had people here who have worried that their adjudicator sounds “strict”, “stern” or “on the lenders side” who later report they thought they had a very fair decision! What he has said is right, there is no “over 10 loans definitely gets a refund and over 5 loans probably” rule.
So basically don’t worry… Things that can help with any case include:
– Make sure the adjudicator has all the details that are needed. If you are asked for bank statements, also think what these will show that may not be clear to someone else. You may want to point out you don’t actually spend £250 at Iceland a month, but that’s just where you usually get cash back from. Or that you have a joint account that bills are paid from.
– a simple list of loans can be very helpful to the adjudicator and to you. One line per loan showing date taken out, amount borrowed at the start, any more additions, amount repaid, interest & charges (that’s the difference between the amount borrowed and the amount repaid), date repaid or balance still outstanding, details of any late payments.
– also check if you have given a one or two sentence summary of your borrowing, see https://debtcamel.co.uk/payday-refund-complaint-detail/
All of the above can help the adjudicator reach the right decision as fast as possible :)
Joanna says
Thank you Tom, Ross and Sara!
Ross says
Some good news to report this morning. Wage Day Advance had until 23/01/17 to accept or decline my adjudicators uphold on my complaint. As he decided that they should refund on a fair few loans, I had formed the opinion that they would drag this one out and it would have to go to the ombudsman for a final decision. However, this morning, my adjudicator has emailed to say that WDA have ACCEPTED his assessment and required my bank details for them to pay the redress straight in to my account. This is such a relief and it’s great to put ‘another one to bed’ so to speak. Just down to the last few now.
Joanna says
That’s good news and such a relief for you!
Rachel says
Good news Ross they refunded me within a week hopefully they will be just as quick with yours
Ross says
Thanks Rachel. I was going to shout out to ask if anybody knew how quick they were and you’ve now saved me the trouble, so thanks again. I’ve been waiting 16 days now for Payday UK to pay out and I am not amused as I am STILL waiting :(
Katy says
I had this with mine. I then asked them to remove all unfair loans from my credit report and they agreed!
Ross says
How long did they take to pay you Katy, if you don’t mind me asking, please?
Jamie says
Thanks Sara,
I took the loan out in July 2014 – I remember providing my income but don’t remember about expenditure. Do you know if I can find out if payday loans were asking for this info in 2014?
They have told FOS that they asked me about income/expenditures including loans. It seems to be there word against mine…..
Sara (Debt Camel) says
Then you should say you do not think you provided this (I think you probably would have remembered if they had asked you details such as loans, that would have made the application much more lengthy) and asking them to produce a copy of what you supposedly said. Often lenders seem unable to do this!
Debbie says
Hi Sara
I accepted an offer from Wonga but have since noticed that they have only addressed a small amount of loans and have not looked at all loans held is it possible to complain about this
Sara (Debt Camel) says
Probably not, sorry you have accepted an offer in settlement of your full complaint.
One exception is if you have really just done this, say a couple of hours ago. Then you should inform them immediately and I would expect them to be reasonable about this. Otherwise I think you would have to show a good reason why you were misled – perhaps if you had asked for a list of your loans and they didn’t send you a full list, so you didn’t realise how many more there were.
Debbie says
Hi Sara
Even if they have listed the loans that they are refunding me on?
Sara (Debt Camel) says
Hi Debbie, I have just gone back and seen that you asked this question twice before – sorry you really should have followed it up immediately if you felt there was something wrong.
If they said they were refunding the following 4 loans … that sounds ok. But if they said you had 7 loans and they are refunding the following 4 AND you have since found out actually you has 13 loans, then that could be grounds for saying you were misled. Could you explain excatly why you feel their offer was misleading – if you do think it was?
Debbie says
It’s says we wold like to offer an amount equal to the interest and charges on the following loans then they list the loans
Sara (Debt Camel) says
That sounds clear to me :( Unless they have said these were the only loans, I don’t see you have grounds for trying to re-opn this after many months.
Connie says
Hi, I was advised to this website by a colleague. Can I apply for refunds whilst paying the loans off via a DMP? I also have some previous loans with many of them.
Sara (Debt Camel) says
Hi Connie,
yes you can! In fact being in a DMP is good evidence that your finances ended up in a mess. Just carry on with the usual DMP payments whilst your complaint is being considered – if a conmplaint is upheld, this means you will get a larger refund, as you will have paid more off. If you had a lot of lenders, you don’t have to do them all at once – some people like to start with the ones they have borrowed the most from.
Connie says
UPDATES
Mr Lender are first to respond, and they have offered to remove just under £200 from the outstanding balance, it was a £300 loan, no loans before and the £200 is the interest, I double checked with the initial payment plan and it matches. Sounds like a good deal to me?
Had the same type of offer from Peachy loans, “as a gesture of goodwill” they removed interest and a late payment fee just before I entered the DMP.
MYJAR have rejected my complaint. They claim they checked my credit score in september and I know for a fact it was very poor. Off to the FOS that’s gone!
My DMP debt free date has moved from May to April. Can’t thank my colleague enough for badgering me, I’ve already saved around £448
Sara (Debt Camel) says
Then that is a good offer from Mr Lender, so you only have to repay the amount you borrowed.
david says
As soon as I made my initial request for a statement of account from 247 Moneybox, strangely my recent lending history disappeared from their website! It had only the past 12 months on, which I can get from bank statements, but they emailed me to say they are happy to provide the information (but didnt provide it ?!) and ironically made comments in the email about using website and template letters and such like!
Anyway, I emailed straight back with the complaint regardless and mentioned that if not resolved satisfactorily, I will let the ombudsman know they have not provided my statement of account. Nor at the time of writing have they acknowledged my complaint – supposed to be within 5 working days, and 4 have passed. Will see what happens, but they are not looking like they are going to be the best at dealing with complaints…
lauren says
Hi david
I emailed 247 requesting a statement of account with the template off this site, they emailed back saying as a gesture of goodwill they would wipe the remaining balance (£175) £160 interest and £15 off the original loan. However I emailed wageday advance requesting a statement of account with same template and they said it would cost £10 for a subject access request, I emailed back clearly stating on my previous email I requested a statement of account and using another template letter off her stating I am entitled to this information im yet to get a reply.
Lyndsey says
Hello everyone
I put in my complaint against payday uk which they declined and it’s been with the ombudsman for 5 months now, the ombudsman phoned me saying there is a juristriction problem, they say payday uk are saying that I should of known I wanted to complain 3 years after my first loan not 6 years. I don’t understand this….
I am defiantly hoping for some good news this is interest paid well over 8 thousand pound on 42 loans in 6 years. Anyone heard of this?????
Sara (Debt Camel) says
I suggest you reply explaining how you heard about affordability refunds – did a friend tell you about it, or did you see a link on Facebook or another website? Most people will have realised they were in a finacial mess when they were borrowing – but not had any idea that this could have been caused by irresponsible lending – so they didn’t make a complaint.
Rachel says
I think mine will be the same when they reply I have stated what Sara has said not realising the mess I was in at the time and only since last year sorted myself out and found out I could claim. I’m not hopefull about the 6yrs plus but worth a try but was told it could take up to another 8 months
Kat says
Well i have had a reply back from my adjudicator today. She had emailed quick quid to say they should refund on 5 out of 7 of my loans. They did not reply so it was forwarded to the ombudsman queue. They have replied back today to say they agree and will send me a refund of just over 2k.
Claire says
Is the 8 week timescale including sending me my statements? I’ve requested then from about 5 different companies. Had a couple back but heard nothing from Wonga, PayDay UK or P2P. Had emails to confirm that they have received my request but nothing since and they were clearly automatic replies. When is it the best time to ask again? Or should I even give them that opportunity?
Sara (Debt Camel) says
If you know enough to put in a complaint, do it now, without the full details. Start off saying ” I complained on DD/MM and asked for a list of loans. As you haven’t yet sent these I am supplying some more information, but I still want the list of my loans.”
Tom says
Anyone know if Monkey Dosh is still trading? been over 8 weeks since I complained to them, I’ve called, emailed etc and not one response. I’ve submitted complaint to the FOS now but might not been worth bothering if they’ve gone out of business.
Ross says
Hi Tom, they certainly still are.
Interestingly, their complaints procedure is clearly laid out, if you look at the bottom of their web page. Maybe call them, as they appear to have failed their own procedures miserably?
Tom says
Called many times, emailed many times, I even directly emailed one of their directors.
They must just simply be ignoring me hoping I’d go away.
I’ve passed it to the FOS now so hopefully they will reply to them
John says
Hi Sara,
Thanks for all the brilliant advice on this website.
I have a complaint in with the FOS for 7 weeks – that does include the Christmas period – and haven’t heard anything. I know they received it as I called them before Christmas and they said they had everything they need from me. They said then that I would receive a call before they contacted the business so I think that means that my complaint hasn’t reached the starting post yet and the lender has not yet had any contact from the adjudicator.
I guess this an indication of the volume of complaints in their queue but wondered if you or any of your readers had any guesstimates as to how long the wait is right now?
Thanks,
John
Neil says
John – I submitted a complaint on 28th December 2016, have had my acknowledgement letter but nothing else (yet). My thoughts are that it’s probably a combination of an increasing number of complaints as awareness of this process spreads (good!) and possibly workload; perhaps there are different internal FOS teams specialising in different lenders?
This is in contrast to my complaint against Wonga which, from me submitting online at the end of October, to the refund hitting my bank account in early December, took just under 6 weeks.
John says
Thanks Neil,
I have three complaints in with the Ombudsman ranging from 7 – 11 weeks. So far only one has been allocated and the lender contacted. The other two have reference numbers but not yet allocated. Looks like I am in this for the long haul! Happy to sit it out as I believe I am in a strong position with each case but could do with them moving forward and getting some cash (hopefully! – I could of course lose each one!) and getting my credit file cleaned up.
Good luck with your cases
John
Mike says
I’ve had a case with PDUK which the adjudicator upheld after they didn’t respond. It went to the ombudsman in october but there has been no movement since due to awaiting a decision on whether they can look at the other loans as one has already been addressed by the PDUK redress. Does anyone have any more info on a likely decision? Or time frame? Bit frustrating as the only reason it hasn’t been sorted is because PDUK didn’t respond and I could potentially lose out because of it.
Jason says
I’m at same point it’s annoying how long the wait for outside party to decide whether I have a valid claim adjudicator can’t give me a date been stuck at this stage since October !!!
Neil says
Hi all – just looking for a bit of advice on QQ / P2P complaints please. I know they’re referred to as “sister companies” – their websites look the same, and I know for a fact they cross-refer business (because when I was rejected for a loan from one of these, I’d get accepted by the other!).
My question is, for FOS complaint purposes, do I complain about them as one entity or are they two separate complaints?
Ross says
Hi Neil,
They’re definitely separate complaints, even though they’re sister companies. I have complained about both Quick Quid and Pounds 2 Pocket. My adjudicator has upheld my Pounds 2 Pocket complaint, even though they rejected me, as I had high amounts of lending with Quick Quid, at the time they approved my loan, and he stated that they should’ve made better checks, especially based on my Quick Quid lending. I am awaiting their response to the adjudicators decision, but I feel this one will have to go all of the way to the ombudsman for a ruling.
With Quick Quid, I am caught in the middle of the 6+ year issue. A number of my loans are more than 6 years old (but not much older). My adjudicator (who is a bloody good one, may I say) has recommended that I wait, as these loans could add substantially to any settlement amount, although I did have the choice to disregard these loans if I wished for the complaint to be assessed quicker. Hence his recommendation, I have opted to wait. A ruling is due very soon, apparently.
Neil says
Thanks Ross – much appreciated. I really need to go back through my bank statements with the metaphorical fine-toothed comb to unravel my borrowing with them! Good luck with your 6+ year complaint.
L Gorman says
Moneyshop update !
I have tried to contact my adjudicator twice since Mon 16th January 2017 to ask for an update on the complaint I have against The Moneyshop.
I have had no reply.
The adjudicator referred my complaint to the Ombudsman on 22/9/2016 but this has not been picked up so far.
My adjudicator had been very helpful and found in my favour but I am concerned with no replies from him re: this matter
Danielle says
I have received the reply below from lending stream. However I have all the paperwork which they are saying I need to pay £10, I don’t need the Paperwork as have it on my emails, so what should I respond
Dear Ms. Hannah,
This is in reference to your recent correspondence, requesting the information that Lending Stream holds for you.
Please note that you borrowed seven loans 2778785, 2862039, 2864975, 2873010, 2886571, 2932054 and 3146712 from Lending Stream, out of which six loans 2778785, 2862039, 2864975, 2873010, 2886571 and 2932054 have been closed successfully.
We see that you are requesting to investigate your concern regarding the affordability analysis and credit checks conducted when the loans were approved. We would like to inform you that such nature of query falls under the purview of SAR (Subject Access Request).
Therefore, in order for us to provide you with the information, we would request you to send us a written letter addressed to Lending Stream with a £10.00 cheque (in favor of Lending Stream LLC) as per the SAR requirements under the Data Protection Act 1998.
[more stuff edited out]
Sara (Debt Camel) says
What did your complaint say? If you phrased it is a question (“what credit checks did you do?”) then I suppose they could be saying if you want to know the answer you have to do a SAR.
But if you just phrased it as “I am complaining that you did insufficient affordability checks” then they are just flanneling and hoping lots of people will be put off. Reply saying you are not asking for informtaion you want them to consider your affordability complaint.
danielle says
They have since sent another email saying they believed I had affordable income and that a loan is still outstanding and would like to set up a repayment plan.
I had 6 loans one after the other, sometimes two in the same month totalling £520 – paid back around £690
the 7th loan is for £300 – I have paid £52 of that so far.
not sure what to say back
Sara (Debt Camel) says
Was the lending going up in size? That is quite a low amount of interest to have paid, but if you kept borrowing soon after repaying and the amounts were going up, you can argue that they should have seen you were getting into more problems and stopped lending.
What was showing on your credit record at the begining – defaults? a lot of borrowing outstanding to other lenders, not just payday lenders?
Danielle says
My credit rating would have been terrible as I was getting other pay day loans and had a recent CCj on there too. I got £100, top up £50, £100,top up £70, another £100, last one £300
Sara (Debt Camel) says
A recent CCJ is good reason why they shouldn’t have lent to you at all! Go to the Financial Ombudsman, make this point and enclose a copy of your credit record.
Robert says
Who do u speak to? I’ve had about 10 loans from different company’s at the same time four about two to three years and paid back and re-borrowed a lot of money one year it was 12 grand I paid back what company do I get in touch with?
Sara (Debt Camel) says
I suggest you pick a couple of payday lenders that you borrowed from the most often and start off making complaints to them as the article above describes.
Robert says
I have done but they tell me they looked at my circumstances and they reckon I could afford them even though I had numerous loans at the same time I even had to have a quick quid loan over and over again but they reckon that was ok
Sara (Debt Camel) says
ok then you need to take your complaint to the Financial Ombudsman. QQ often reject people with good complaints!
Read the article above these comments – it explains the process and has a link to the Financial Ombudsman’s page where you can put your complaint in.
Marina says
Hi All,
Just wanted to say thank you to Debt Camel, as I have come across your Website and this has given me the encouragement to challenge 5 Paydayloan Lenders, with whom I took out loans in 2011 to 2013. Same story as most, taking out one to pay another and high numbers of rollovers. I emailed the companies yesterday for statements and received one today from LS and subsequently emailed my letter of complaint and an email from Mr L advising they will get back within 5 days. Nothing from Wonga, QQ or PDUK as yet.
Robert says
I had bank loans payday loans and alsorts going on I had a quick quid one for 700 and paid 77 one week 77 the next week and 777 the next week, I couldn’t afford the 777 one on top of my other ones so kept rolling it over so I kept paying 77 every week for about 12 weeks until my parents had to step in
Sara (Debt Camel) says
Sounds like a complaint worth taking to the FO. Good luck and let us know how you get on.
Katie says
Well I have received an email back from P2P and Wonga with a case number. I know they have 8 weeks to respond but anyone experienced a response earlier than this. P2P also stated that they may not be able to respond fully as I am refusing to submit pay slips … what does that mean ? Many thanks
Sara (Debt Camel) says
It means P2P will probably reject your complaint – big shrug – they never make a good offer anyway….
Katie says
Thanks Sara. I’m presuming that if they do reject then I can still escalate to FOS after 8 weeks anyway ? I do actually have copies of bank statements now as I spent a couple of hours printing them off but don’t necessarily want to send them straight away. Obviously I know I will have to at a later date. Should I send them ? Thanks
Sara (Debt Camel) says
Yes if they reject you can go to the FOS.
I was serious when I said P2P never make a good offer. I can’t recall a single case where they have. So you could just chill out through the 8 week period knwong you are all organised to go to the FOS.
Marina says
Hi there,
Mr L have just sent my statement, which says I paid them £346. However according to my bank statements I paid a total of £553. I have emailed them back regarding this and asked for the refund of interest – due to affordability and rolling over the original loan over a period of 5 months.
Not sure where I stand on this, they sold the debt to a collection agency. Should the statement have shown that I have paid £553 please?
Many thanks x
Sara (Debt Camel) says
The statement should have shown what you paid to them. If some of what you have paid is to the debt collector, they won’t know about this at this moment. But it will all be reflected in the award the Ombudsman gives.
How many loans did you have – 2 with the first being rolled 4 times and the second defaulting? Or other loans as well?
Marina says
Hi Sara,
It was one loan with them that kept rolling over as I had 4 loans with other companies and couldn’t afford to make the required payments, but the payments were all made to them before they sold the debt.
I had contacted them after a payment was made to them in Sept 2013, asking them to freeze the interest due to financial difficulties but they refused. During Oct 2013 they called me on my work phone number, I asked them not to but they called again the same day. I emailed and asked them to stop calling at work and they did stop. I had offered a payment of £30 month by standing order, they said they would get in touch but never did (I had told them I would only respond by email).
Many thanks x
Sara (Debt Camel) says
OK then theri statement about what you paid them is incorrect – I suggest going back to them and pointing this out. And the fact that you told them you were in difficulty and asked them to freeze interest but they refused.
You might want to think what an acceptable offer from them would be…
Marina says
Hi Sara,
Thank you, I have emailed advising that their statement doesn’t match the payments I made. The debt is with MMF now and I have (thanks to your site) emailed MMF to request full copy of Credit Agreement along with payments made and interest/charges and also the date of default – as they have put the default date on my CRA as 2016 – when in fact it was 2013!!
Many thanks again – really appreciate your advice :)
Lyndsey says
Hi, if I got a payday loan with pounds to pocket for £850 and payed two payments so three hundred and odd back then just could get to grips because I owed that much so I entered a dmp been paying it for three years but p2p say I still ow them eight hundred and fifty odd is there anything I can claim back or do or do I just leave it??
Sara (Debt Camel) says
If you can show that you couldn’t afford the monthly repayments and if payday express should have been able to tell this from your credit record (did it show you were in trouble with other borrowing, defaults, missing payments etc? Or did ut show a very high level of debt repayment fir your income?) then you have an affordability complaint. You wouldn’t get a refund or a write off for this, but it may be possible to get interest removed, so you would have several hundred less to repay.
One loan complaints can be hard to win, so don’t assume you’ll definitely win thus one. But why not try? Just expect pd express to say no and for it to go to the Ombudsman.
Ross says
I’ve received an email from my adjudicator, this morning, with reference to my Pounds 2 Pocket complaint, as they have responded. He upheld my complaint and recommended that they repay the total interest paid on the loan (£677.80) and the 8% interest. Unsurprisingly, Pounds 2 Pocket have disagreed with his findings, but have offered £348.27 to settle the complaint. I have told the adjudicator to reject the offer and send it to an ombudsman for a final ruling. I know that this will, potentially, mean that it’s months before this is all wrapped up, but I am not prepared to let them get away with offering a poor offer, in the hope that I’ll just see the pounds sign and take the money & run.
Ross says
Hi Sara,
My adjudicator contacted me, on 19/01/17, to advise that Wage Day Advance had agreed to his findings, and he asked that I forward him my bank details, which I duly did. He then emailed back, to advise that WDA would now deal with me directly, to sort everything out. Since then, I have heard absolutely nothing, despite emailing the complaints department at WDA and also a contact I have there (neither have had the courtesy to respond). The adjudicator had no calculation to offer, so I really have no idea what is going on. He asked if there was an outstanding balance, as this would be offset against the refund. I have calculated WDA would need to deduct £69 to settle the capital amount issued against what I have already paid. Another poster on the forum has advised that money from WDA just turned up, out of the blue, in to their bank account, but if this happened to me, how would I know it was correct?
On another matter, I am now on day 17 of waiting for PDUK to refund and I emailed them yesterday. I have had a response, this morning, saying they’re in no position to advise of when the refund may be issued. So, a company can’t advise of when it will do something that is within its own powers? Bonkers!
Matt S says
I am in the same position with Payday Express as you are with Payday UK. Ombudsman made final decision 15 days ago and still waiting, did email them yesterday looking for an update but have had no response as yet. They did tell me a couple of weeks ago that 4 weeks is the maximum timescale but they try to process them quicker, and that they are processed strictly in the order they are received.
Out of interest, have you already provided them with your bank account details? I also had a complaint against Payday UK that was resolved back in September and I forwarded them by bank details on the same day as I got the Ombudsmans decision, was told the same (can take up to 4 weeks) but happened to check my bank account after around 2 weeks and the payment had been made. They never provided me with information of their calculations until I chased them up afterwards. So potentially the money may just appear in your account without any notification from them.
Ross says
Hi Matt,
Yes, the adjudicator asked for my bank details on the day that I agreed to settle and forwarded them to PDUK. They really are a shambles of an outfit, along with their sister companies. Payday Express are yet to respond to my adjudicators decision, but this one is for thousands, so I assume they just don’t know what to do for the best, as the adjudicator gave a damning indictment in his assessment of the complaint, something I am sure the ombudsman would have no hesitation in agreeing with. Either way, I think they’re a little bit up the creek without a paddle!
martin says
payday uk took 3 weeks to pay me but did give them my bank details
Matt S says
Ross, they are both complete shambles of companies. Neither of them responded at all to my adjudicators original decisions and so they both went to the Ombudsman. With Payday Express its been almost 6 months now since the original adjudicators decision but its just dragged on and on, just desperate to get it settled and over and done with now.
Martin, was this recently? It seemed that around 6 months ago they were paying out within a couple of weeks of an ombudsmans decision, but before Christmas they were taken the full 4 weeks if not longer. Interesting if they are taking around 3 weeks now!!
martin says
was just after xmas 3rd jan recieved money in bank 20th january where as lending stream took 6 weeks
Michelle says
Ross
Dont worry I am in same situation. WDA provided calculation to my ombudsman as they agreed with his offer which is amusing as they flat out rejected me.
I signed form and sent back last week. I chased WDA yesterday to see would they take 4 weeks or be quite quick only to have a guy on the phone state I owed them money :) :) :) I laughed and told him they were a joke and they admitted their complaint handing was poor 2 weeks ago. His notes said they were looking into things then going to respond to the FOS.
I just calmly explained this was highly entertaining at how incompetent they are as they have already agreed with adjudicator, made an offer and forms have been signed.
I will let you know when I eventually see a refund
Marina says
Hi there again,
So LS have emailed to say that my account is with a collections company (which I am aware of anyway) and that any queries I should contact that company. I have responded to say my agreement was with LS and that if they refuse to investigate my complaint I will take it to the FO. Please can you let me know should I wait the 8 weeks or if they still refuse to investigate do I contact FO straight away?
many thanks
Sara (Debt Camel) says
If they refuse to look at your complaint you don’t have to wait the 8 weeks, you can go staright to the FO.
Marina says
Hi Sara,
Many thanks for confirming. They have just emailed again advising that it is with the collections company and I should take it up with them. I will contact FO right away.
Thank you again for your advice.
Marina says
Hi Sara,
Mr Lender have offered to wipe of the outstanding money and recall the debt from MMF, as a goodwill gesture. But haven’t said anything about removing the default from my Credit Reference file. They acknowledged that phoning me at my workplace on more than one occasion caused me substantial distress. Given that, the interest would only have been £46.00 if they wipe off the outstanding. However, should I question if they will wipe the default from my file please?
Many thanks again as always for your help and advice, as I would not have had the courage to challenge these, had I not come across this site!!
Ross says
I would definitely ask them to remove the default, as a goodwill gesture. Explain that this would help resolve your complaint in full, in addition to what they have already offered, if what they’ve offered is acceptable to you? I have asked all of mine to remove any defaults and they have all agreed. Just be polite and explain why this will benefit you (with the obvious help to your credit record).
Marina says
Update: Mr L came back to confirm they would remove the adverse information from CR file, therefore I have accepted their offer. 1 down 4 to go!! Thank you!!
Ross says
Well, after Pounds 2 Pocket rejected my adjudicators findings, and only offered to pay 50% of his recommended amount, they have now agreed to pay the full amount, after I rejected their poor offer. Amazing what a difference a few hours can make eh?
Sara (Debt Camel) says
Amazing indeed.
I think this is really poor behaviour by a lender. They shouldn’t be trying to get away with paying as little as possible.
If you too are feeling cross about this, see the bottom of this article https://debtcamel.co.uk/quickquid-payday-loan-refunds/ for how to inform the FCA how badly you think one of their authorised firms is handling complaint. And why not tell some review companies what you think of them too eg https://uk.trustpilot.com/review/poundstopocket.co.uk and here if you have a P2P login https://www.reviews.co.uk/company-reviews/store/pounds-to-pocket
Ross says
Rather shocked, this evening, but have to give credit where it’s due (begrudgingly). Pounds 2 Pocket tried to palm me off, today, with 50% of the amount the adjudicator decided they should refund. I refused, but advised the adjudicator that they still have the opportunity to offer the full amount before I send it to the ombudsman. Surprisingly, a few hours later, they agreed to the full amount. At 8 o’clock tonight, I received a phone call from Pounds 2 Pocket, to confirm my bank details, and the funds hit my bank account an hour later. Suitably impressed, even though they did initially tell me to bog off, when I first complained. It goes to show that perseverance does pay off and don’t be tricked in to taking inferior offers, no matter how much the money may appeal!
John says
Ross,
I am following this thread and have 3 complaints in with the ombudsman. I am slowly learning that if I get an offer from the adjudicator I will then not accept a lower amount from a pay day lender. They seem to try it on with low offers and hope for the best. QQ is one of mine and they offered to settle my £6K claim for £150. Unless the adjudicator decides to award me nothing I imagine I will be better off waiting it out. But what P2P tried to do to you is poor form. Enjoy your cash!
John
Ross says
Hi John,
This is appalling. Offering 50% of a recommended amount is bad enough, but offering £150 to settle a £6k claim is scandalous (Just 2% of what was recommended?!?). Keep with it, as I am sure you’ll get there in the end!
MattB says
Hi Ross,
Thanks for your comments. The adjudicator found in my favour for all P2P loans to be refunded, just over 3,000 is due but P2P havent budged and still offering £100 good will. They have until Friday to get back to my adjudicator with more information.
Thanks
Ross says
Hi Matt,
As I said to John, your offer is inferior and, most of all, insulting. It would appear that P2P realised I was not going to roll over, and accept the 50%. Keep at it and, more importantly, keep refusing, no matter how tempting the offer may be if you’re in a position whereby you’re not immediately desperate for the money. Even then, think carefully, as it’s obviously a game which P2P like to play. Good luck!
Dave says
Hi everyone, enjoy reading your stories. Had many loans from 2011-2014 that compounded a gambling problem. Utterly ashamed of this now and suffered in secret. Getting a grip of things now and hoping I can keep it up. Undoubtedly lent money I couldn’t afford and no checks would have been done. My credit rating would have been shot, I had multiple loans, many rollovers and top ups. I never missed a payment on them mind! How could it not be spotted that I was in trouble? Anyway sent off e mails to Wonga, QQ and LS. Anxious about bank statements being sent as they will highlight many gambling transactions that might jeopardise my claim. Glad to be getting my life back in order!!
MattB says
Hi Dave,
I had success with Wonga, Lending Stream & QQ for loans around 2011-2013 and my bank statements showed multiple gambling websites but none of my adjudicators questioned any of them and still found in my favor for the majority of loans issued.
Good luck
Ross says
Hi Dave,
First of all, please don’t be ashamed. There’s no need to be. Many of us borrowed money, owing to gambling (myself included). As for the bank statements, I wouldn’t worry, as my adjudicator actually made a point of gambling being an important factor when dealing with my complaint and that being the reason why a) I was taking out multiple loans and b) why the companies concerned should have done better checks. All in all, it can actually go in your favour, as mad as that sounds. You are NOT required to send any bank statements to any lender, if they ask. There is no real need for them to have these now, as they should’ve asked for these BEFORE they granted you the loan(s). The fact they may ask for them now is a bit like closing the stable door after the horse has bolted. The adjudicator at the FOS will ask for your statements, but these are not so they can be judgemental on your gambling and/or spending habits. It’s merely to see what your outgoings were, at the time, to see if the loans were affordable and help them establish who you were lending from and how much you borrowed/spent. Good luck with your case(s).
Neil says
Dave – think most of us possibly feel similarly; yours isn’t the first story I’ve read mentioning gambling. From what I remember reading from Sara, there have been successful complaints where a large amount of gambling transactions have been involved – so don’t think that because these are present on your statements, your complaint will automatically be rejected.
As Ross has said, you’re under no obligation to send the lenders your statements, although the FOS may well need these to made a decision on your complaint (if it gets that far). In my experience, they are very nice and non-judgemental.
Connie says
Don’t feel ashamed. When I was taking out the loans I was suffering very badly with depression (I was signed off work twice in 2 years) and that’s how I got into this mess.
Dave says
Thanks Matt, Ross, Neil and Connie!! The support is appreciated. That puts me at ease a little. Let battle commence!!
Vicky says
Sorry this may be very obvious but I have two further questions. If a Payday company is on the FCA list as lapsed, one of mine is PrimeDay PayDay which came under Tower Credits, can you still put a complaint in? Also I have a claim for Mini Credit, according to Kapama they have no details of me ever having received money from Mini Credit but I have bank statements to prove it, do I put a complaint into Kapama or do I send it straight to the FO? Thanks.
Michelle says
Vicky
Mini credit ceased trading, people who had an outstanding loans were transferred to Opos, however if your account was paid and not transferred then annoyingly there is nothing you can do. I believe if your account was transferred you may be able to get something from opos but im not sure on that.
Their e mail is complaints@oposlimited.com
I was in the same situation and went to FOS but had to close my comnplaint on this one
Tony says
Just called PayDay Uk asking for a statement of accounts to which there reply was “as you don’t have a active account there not obliged to give out a statement of accounts and I would need to apply for a SAR”
I just said that’s ok I will go straight to the ombudsman and follow on my complaint she then said there is no need to go the the ombudsman to make a complaint and she took all the information over the phone asking why I thought it was irresponsible then gave my reasons.
She was actually really helpful and polite asked if I knew the process and gave me details on timescale that They need 8 weeks to look in to it and she had said that the time scale isn’t to bad and turnaround is about 4-6 weeks.
I have around 10 loans on my credit file
21april>17 may 2011
20may> 17 June 2011
23june> 17 July 2011
22July> 17 august 2011
22august >17 September 2011
22september> 17 October 2011
21 oct > 17 November 2011
22nov > 17 Dec 2011
22dec> 18 Jan 2012
20jan >18 Feb 2012
I can’t remember how they worked but I’m sure I had to pay interest before I rolled over.
Thanks for your help Sara