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?
acee says
Are or were Express finance and Payday Express the same company? Looked through bank statements and loans incoming from Express Finance but paid out to payday express and nothing incoming from payday express likewise nothing outgoing to express finance? Also are payday express and payday uk the same company?
Ross says
Yes they are. They used to be ‘Express Finance (Bromley) before they were purchased by DFG (Instant Cash Loans). They also own Payday UK, to answer the second part of your question.
Lee says
Payday UK also provided loans to the Money shop.
I had both.
Treat Payday Express (Express Finance & Express Finance (Bromely) complaint separate to any Payday UK (Money shop) transactions.
Ross says
Any complaints for The Money Shop, Payday Express and Payday UK, need to be made as separate complaints, as correctly pointed out by Lee.
acee says
Hi Ross and Lee thanks for you replies much appreciated. Had no idea how bad my borrowing was going back to 2012 half of my loans I didn’t even remember I had. The ones who haven’t replied too my SOA request I’ve gone to stage 2 based on the info of my bank statements to speed things up.
Lee says
Yes Acree – Payday Express show as ‘Express Finance’ on bank statements.
Also if you have a Peachy Loan you will see both bank transactions from ‘Peachy’ and ‘cashongo’ on your statements – but all relate to Peachy.
Abbi says
Hi Sara,
I sent off requests to my payday lenders and Lightning Loans/Savvy have responded saying:
“I have tried to locate your records using the reference number provided. I’m still not able to find any customer record for you. I’m going to speak to our IT team and see if we have any archived information. You mentioned you were a Lightning Loans customer and although we can usually access those records, some of the older accounts have been archived. I will email again once I have an answer from our IT team. ” This was on 07/07 and i have heard nothing since. I had nothing but issues with this company down to quite intimidating harassment calls in 2014 when i had set up a repayment plan.
Shall i use bank statements and try to work it out that way and go to Financial Ombudsman now, or shall request my SOA again from Savvy and explain my next step will be the FO?
Thanks
abbi
Sara (Debt Camel) says
Use your bank statements to try to reconstruct the list of loans. Then go to the Ombudsman after 8 weeks from your first email to them.
Paul says
Has anyone had any joy off quickquid they seem very reluctant to cooperate
I sent mine to the fos around 10 weeks ago and have heard nothing from either all quickquid say is that it is in the hands of the fos
Sara (Debt Camel) says
They are indeed difficult. About the only thing they do well is sending a list of your loans, and even that can be slow. Their speciality is making very low offers, but then they sometimes make more offers whilst you are waiting for the Ombudsman decision. One person had 4 more offers this way!
After 10 weeks I suggest you phone the FOS up and check it has been received – they don’t send an automatic acknowledgement but most people hear something well before 10 weeks.
ab says
Opened a case with the ombudsmen online filled out all the details ect – never received a confirmation email or anything like that? is this normal….
Thanks a lot.
Sara (Debt Camel) says
Yes, they don’t send an automatic confirmation :(
D says
Into the Ombudsman queue I go!
Initially rejected an offer of £2000 from QQ whilst waiting for adjudicator’s decision. Adjudicator then found in my favour for all loans post 6 year ruling, which should amount to around £4000 before 8%. QQ ignored adjudicator’s findings so moved into the ombudsman’s queue last week – still haven’t heard anything from QQ in the meantime.
My adjudicator has stated that QQ are one of the companies that they can look into quicker, pending my case doesn’t have any complications – how long are people having to wait in the Ombudsman queue for QQ complaints where all loans are under 6 years old?
Vijay says
The Adjudicator found in my favour, QQ rejected it on 23 May, Adjudicator sent it to Ombudsman, it’s been in the queue,and I’m still waiting (7 August).
Steve says
Hmm, had a response from my adjudicator about who said ‘I can see that you held your first loan with Wage Day Advance in January 2011. We are
unable to look at complaints where a sale took place more than six years before you complained to the business.’ – is that a new thing? I was under the impression that the ombudsman could consider loans over 6 years old?
david says
you need to return to the FOS and explain that although the first loan was over 6 years ago, that you still feel you have a right to complain due to making the complaint within 3 years of becoming reasonably aware that you had grounds for complaint, i.e. when you first heard you had grounds for complaint via the irresponsible lending or unaffordability rulings.
its an almost unofficial 6 + 3 ruling. basically if your loans are over 6 years old but you make a complaint within, say, 6 months of finding out you had reason to complain then you qualify. if your loans were over 6 years old and then you only complained another 5 years after reading up about irresponsible lending then you wouldn’t qualify and the FOS would be right to refuse assistance.
there is a plethora of information on this ruling on this site, have a look around : )
Maggie says
Hi all
I have a complaint in at the FOS about wda since
March. Original complaint sent to WDA in February with loans over 6 Years old. Has anybody had any result yet for loans this old? I contacted the FOS in June and they said there’s no news but just wondered if anyone has had resolution.
Thanks Maggie
Sara (Debt Camel) says
Some people have been getting payouts from some lenders, but i don’t think WDA has yet agreed.
Sally says
Hi Sara
My adjudicator has just called asking me why there is no rent or utility payments on my bank statements. I told her that my boyfiend covered the rent and I covered all the food and travel and other household stuff, do u think this will go against me? I’m just worried as I was a student for 2 years whilst taking out the loans and had to move in with my boyfriends parents. I only got £300 a month bursary so couldn’t afford rent so moved in with his family whilst studying but still had to buy food, travel costs etc….
Dan says
Hey Sally,
I had a similar question from the adjudicator when looking into my Sunny complaint.
He couldn’t see any council tax, utilities, telephone, etc on my bank statements – explained that my other half paid for the council tax, broadband/phone/tv and all others were pre-payment meter payments (so cash effectively).
He accept this and still found in my favour.
Don’t think it really matters as long as you can explain it and it’s reasonable.
Good luck!
Sara (Debt Camel) says
Yes, I think almost any arrangement is fine providing it is explained.
It may be worth explaining here that this sort of investigation by adjudicators isn’t really needed for 99% of the other complaints they deal with. You were either missold PPI or you weren’t. You may not have had the terms of your car insurance explained properly to you. etc Other complaints don’t start with a “could you actually afford to do this, let’s look at your bank statements”. But the FOS is doing a pretty good job of adapting to the wide variety of ways people – especially those in couples – manage their money.
Darren says
Does anyone know how long Wonga and Payday Express usually take to refund money?
Payday Express I sent back my acceptance through the ombudsman on the 16th July
Wonga I sent my acceptance from through last Wednesday, 2nd August.
The Hitman says
Nearly worth sending this over to stage 2 is it really. What do you think?
Please see details of the two loans you have had with Ferratum below:
Loan 1 – 10.12.2015 £150.00 – Repaid £165.60 24.12.2015
Loan 2 – 25.01.2017 £150.00- Repaid £205.80 15.04.2017
Sara (Debt Camel) says
Well that isn’t going to qualify as “repeat borrowing”. Unless your credit record was appalling, you are unlikely to win a complaint at the Ombudsman.
The Hitman says
Yeh thought that. Thanks Sara
Without going to stage 2 Ferratum have offered me a £15 refund. Better than nothing.
Going to accept if they remove all credit details on me
Link says
I’m currently on a Debt Payment Plan via the Debt Arrangement Scheme in Scotland. Am I still able to put in such a request or will this affect my DPP?
Thanks!
Sara (Debt Camel) says
I think it will be OK but I am not an expert on Scottish debt procedures and I suggest you ask the money adviser who set it up for you – if they haven’t come across these payday loan refunds, suggest that it should be the same as a PPI refund.
Lorr says
Hi I’ve just had contact from the adjudicator upholding my complaint against PDUK for all my loans. They initially offered me £467 with £1566 as a good will gesture, then when it was in the hands on the Adjudicator they upped it to £3000. I calculate that they owe me roughly just over £7000. What are they like now for getting back to the Adjudicator within the 14 days and agreeing with the adjudicator? Ty Sara, thanks to this site I’m nearly debt free and my defaults are starting to drop off so my credit file is improving very slowly :)
Dave says
They didn’t reply to the adjudicator in my case, so mine’s now in the Ombudsman queue.
Acee says
Snotty email back from 247moneybox saying
We are happy as a gesture of goodwill to resolve by removing all reporting made to credit reference agencies.
We are aware that there are many forums and templated letters available on the internet to exploit any previous credit commitments under the wholly subjective banner of affordability. To compare our actions with the reported behaviour of other lenders is inappropriate.
Any advice on what to reply with?
Tom says
They are the worst. They had two debit cards listed for me and they sent the loan to the one I wasn’t using, even though I’d set the active one up as my primary. I alerted them to this and they re-sent the loan to my primary account. A mix up meant these loans were both paid from my primary card.
I contacted them several times to resolve this issue which meant going into my old bank and getting a statement to say the account was closed, it took them about 3 months to refund the money, even though they had all the information. Whenever I called up it always sounded like it was the same bloke. Extremely quiet on the phone, could hardly hear what he was saying, no customer service skills whatsoever.
Linda says
They sent me the exact same email today so I guess it’s just a generic one they’re sending out in the first instance to try and out people off. They totally ignored my request for a statement of account so I trawled back through my old emails and worked the figures out myself. I replied with more or less the same as I’d put on my original complaint and added that I’d already several payday loans, and defaults on my credit file, so disagreed with them saying they’d made all the necessary checks. They even lent to me after I’d defaulted then cleared a previous loan with them! I was in a real mess. But I’ve stuck to my original complaint and asked for a final decision or a timescale for reply so I know deadlines for escalation if needs be.
Acee says
Linda they also ignored my statement of account request so spent allday yesterday going through 5 years of online banking and emailed them last night. They responded within a few hours when I sent them the cold hard facts.
Lee says
Acee, how many moneybox 24/7 loans are there? over what period. What is the amount your trying to claim back and was anything offered in final response? Can’t advise until know the situation.
Linda says
If it helps at all Acee I had 12 loans over a two year period and have an outstanding balance now of £347. Lee in my case they offered to clear the balance as a good will gesture but the interest and charges were way more (sorry to jump in on the post)
Acee says
Linda I don’t have an outstanding balance with them so I didn’t even get that offer just offered to remove reporting made to credit reference. Awful company found the email insulating insinuating we aren’t rational adults because we have money problems.
Acee says
Hi Lee I had 22 loans with them over the last 5 years I’ve been on a dmp within that timescale too. I was hoping to get around 2k in interest.
They haven’t made a final offer just that they are investigating.
Lee says
Ok, I have a compliant with 24/7 moneybox on 27 loans still waiting for 8 week deadline / final response. Been with them about 5 weeks atm.
I think the route we can both go down with them is they don’t offer instalment loans unlike other providers. Just 1 month.
So why are they allowing us to use their service like an installement loan provider. That in itself indicates an irresponsible lending practice, approving loans month on month soon after paying other loan etc.
Think we could state this if final response is good, but want to try and squeeze more from them by making a counter offer / proposal to prevent it having to go to the FOS. But depends on what the offer is.
Sara (Debt Camel) says
If 247 give you an ok offer, great (but they don’t usually). If you want to negotiate on one that isn’t quite good enough, just say you will accept £x which is all interest from [this loan] onwards. Don’t get bogged down with trying to argue fine points with a payday lender.
Sara (Debt Camel) says
Send it straight to the Financial Ombudsman – 247 are very difficult to deal with and don’t make good offers – not worth trying to change their minds.
Ben says
Hi,
I had a £1200 back on Friday took about 7 weeks from Quick Quid, I took there 1st offer. They said I passed all criteria etc for having a loan. But because I was taking loans out with them straight after paying one back they said that’s the reason I had. I took out quite a few loans with them aswell from the year 2010 – 2013, also took out many other loans with companies so I am going to start writing to them. I ended up being about 10K in debt because of them but now managed to pay them off through a DMP. All I will say is don’t turn to payday loans for anything as they will affect you getting credit for a long time.
Sara (Debt Camel) says
HI Ben, it isn’t always a good idea to accept a first offer – so for your new claims, perhaps add up all the interest you have paid before you decide to accept an offer?i
Lee says
Sara is right Ben. I too though jumped the gun with my first payday loan I heard back from and accepted a low first offer. At least try and counter offer with them if you don’t want to go through the ombudsman. But Sara is right you need to have all the interest / facts to play hardball with them.
Saffi says
MyJar have come back rejecting my claim. I have now emailed them my bank statements for the period which clearly show continued borrowing from other Lenders during the period so I suppose just wait and see. Has anyone else got anywhere with MyJar?
Sara (Debt Camel) says
HI Saffi, if MyJar have given you a Final Response, I would send it straight to the Financial Ombudsman.
Saffi says
I’ll see what happens as when i challenged Mr Lender and Peachy with bank statements they came back wth an offer but if not i will escalate. Thanks Sara
Eddie says
I had MyJar reject my complaint in February 2017, then once with FOS they offered me £1000, I rejected as there is about £2500 I paid in interest over years, now it’s with FOS team as they are trying to negotiate 6 year rule as I have 10 loans beyond that. Recently FOS advised me that this will be lengthy process so I’m still waiting.
This is my last big complaint so I will wait as long as it’s needed. Feeling positive
Saffi says
Just trying to track more of my loans, I have identified that Lending Stream used PacNet but who else did? I have 2 pay in’s from them but not a clue? I have traced all my Lending Stream ones from their statement. Any help would be much appreciated.
Lee says
Saffi, I also found Lending stream difficult to work out from bank statements but yes PAcNet is Lending Stream. However if you log onto your Lending Stream account you should be able to see all your statement of accounts for all your loans. This is one company who do provide them on you actual online account without having to physically request them.
Saffi says
That’s the odd thing, i can see 6 on the statement but 8 pay in’s on my account?
Lee says
6 loans but your pay ins could of been due to instalment loans.
I had 27 loans – sometimes had 3 separate loans going at 1 time, but paying montly instalments on each.
Your 6 loans should show when settled all the money you paid back on it to allow you to see what interest you paid. Then add them all up.
You could phone lending stream customer service to clarify how many loans you had in full.
Saffi says
I think will have to call them as I can’t make any sense of it at all! With QuickQuid who were the payments made to? Found the payments they made me but struggling to find the payments I made them.
Shannon says
I found some loans from QQ show paid in by pacnet but out pay goes to QQ. Similar to Lending Stream. I had loans with both so quite confusing to work out.
If you have SOA from the companies match the loans on there to your bank statements and should be able to identify who they were for.
The Hitman says
Sunny
I’ve requested statement of accounts from sunny from the past 2 years. They’ve responded with a step by step guide on how to view historical statements online. I’ve logged in but it’s not clear. All I want is what I borrowed and how much I paid back for each loan.
Has anyone else had this issue?
Lee says
Hitman – Sunny easy to do from bank statements as all transactions should be listed as Sunny in transaction heading unlike some other providers who use various different names.
create a spreadsheet – date column / amount borrowed / amount paid back – use auto sum at bottom of each column to tally up in end and the difference between borrow and paid back is your interest amount. Then in compliant make sure you request this plus further 8% statutory interest on all the loans during the period in question. I provided my review spreadsheets in addition to my initial compliants to show them I know I’ve work it out in full and wont be fobbed off with poor offers.
Shannon says
With Sunny it is very confusing to try and go through your statements on your online account as you could of had multiple loans open. You have to drop down box to select the loan then another drop down box below to select the month.
Statement for a month may show multiple repays (if you had multiple loans) and is very difficult to match payment to the loan.
Like Lee said spreadsheet is your best option. Plus your bank statements show all where some SOA don’t. I have had loans missing from some SOA but shows on bank statements.
It is time consuming but we’ll worth it in the end.
Andy says
Hi all , I just just received a email back from drafty stating they have rejected my claim for affordability , as they claim my Experian score was 694, which isn’t true and that my income denotes that it was affordable, for the amount they offered to lend, therefore no wrong doing on their part , anyone had this response from them and should I send step two complaint , as never have me a SOA with first email
Cheers for any help andy
Sara (Debt Camel) says
If it says Final response or says if you aren’t happy you can go to the Financial Ombudsman do that. If it doesn’t, go back to them and ask if it is their Final Response.
Andy says
No Sara it just states my income and my remaining balance and credit score which has never been so high for a long time and in lieu of the overall situation , they believe they have acted responsibly and fairly in dealing with my account ,
And I was only given the Amount I was eligible for at the time, I had many pdl and debts, so this credit score is false they are denying any issues I had, but doesn’t say final response anywhere on email,
Nwc says
Hi Sara
Could you have a look at this, it’s the settlement from lonas2go as agreed by the ombudsman to repay all interest and8% on both loans, the first loan was paid off by the second one and reloaded, yet the calculation is very odd, what do you make of it?
line with the Ombudsman’s decision, I have made the following calculations:
LOAN1 £500.00 PRINCIPAL £183.67 PAID
LOAN2 £900.00 PRINCIPAL £1,980.00 PAID
TOTAL £1,400.00BORROWED
£2,163.67 PAID
Therefore:
Total amount paid minus total amount borrowed = £763.67
£763.37 + 8% interest 2015 – 2016 = £824.76
£824.76 + 8% interest 2016 – 2017 = £890.74
I therefore propose a settlement payment of £890.74
It seems a much smaller payment than I expected, almost like it was two loans running concurrently or something, any ideas, I will check with the adjudicator in the morning though!
Nick
Dave says
I imagine loan 2 was a top up of loan 1.
Sounds about right.
Anna says
Hi, Is it people’s 3xperience that the Money Shop are very vague in thier responses and miss out a load of dates as well as not supplying as full statement.
I wonder whether this is deliberate to avoid paying up they have offered me a £500 based on 6 years of li
Ioans worth £400-£500 per month via cheque till payday scheme.
I don’t know if I should go to FO or accept?
Sara (Debt Camel) says
That sounds like a very poor offer – send it straight to the Financial Ombudsman!
Debbie says
Hello
I have accepted 1200 from payday express 28 days is up thursday. They still havent paid out. Wonga have not responded to adjudicator anyone had them make an offer whilst in the queue for ombodsman?
Still awaiting a response from payday uk and quickquick from adjudicators findings.
All these are at adjudictor level. I asked the lady who picked up my first one to look at all the others.
Mark says
Hi all,
So I Emailed QQ and Wonga last week asking for Statements of Accounts, in the meantime I went through my bank statements and basically added up what they had paid in and what I had paid out and took the difference as my figure, is that right?
QQ Emailed my statement over today on 36 different Emails lol, they also acknowledged my complaint even though I haven’t made one yet, I just asked for a statement. I will still send them a complaint letter when I have my figures worked out, as a bonus the figure on my QQ statement is higher by a few hundred pounds than I worked out on my bank statements.
Hoping to get my Stage 2 complaint Emails to both QQ and Wonga by the end of the week.
I’ll update as I go as reading others posts and comments have really helped me tackle something I’m not really normally confident in doing.
Mark
Lauren says
Hi!
Just wanted to share my experience with Wonga so far.
On the 20.06.2017 I initiated my complaint with Wonga regarding irresponsible lending between October 2012 and November 2014. There was a total of 21 loans for varying (but often increasing) amounts and 17 of these were in consecutive months. One of these totalled £1600 including fees and interest which was £300 more than I’d told them I got paid monthly. With other debts as well, I ended up owing a total of £11,000 which I’ve finished paying off through StepChange this year.
Today (08.08.2017) they’ve sent me a full and final offer of £746.34 plus a correction of my credit file which is in relation to loan number 18 only. This is despite acknowledging in their email that: I fell into arrears with my loans; I continued to borrow over an extended period of time; I took out a further loan immediately after repayment; I advised Wonga I was in financial difficulty; I borrowed a high loan amount when compared to my stated income. They’ve also said that the period I was lending with them was after they’d introduced more stringent checks.
I’ll be filling out the ombudsman info this afternoon. I’ll post again when I have their findings.
Good luck!
Sara (Debt Camel) says
Their “stringent checks” don’t seem to work very well, do they …
Lauren says
Exactly … bit disgusted that they can acknowledge all of the above yet only make me an offer for one of the loans!
I’m nervous about going to the Ombudsman because my spending/borrowing was out of control at the time and it makes me anxious to think about that time in my life and especially dig out old bank statements … can I expect to be judged by the FOS?
Sara (Debt Camel) says
Digging out old bank statements has been a depressing experience for many people here – what on earth was I thinking of? is a common reaction.
The FOS is very rarely judgemental. I’ve seen a couple of cases refused because the person was saving a lot each month for a house deposit or was spending a lot on foreign holidays.
But if Wonga were lending you more than your income at some point, then your doesn’t seem likely to be a difficult case…
Lauren says
Thanks for replying, it’s been my main worry throughout the whole process being scrutinised for my spending when I was 19. But as you say, one of the loans was higher than my income and they’ve acknowledged they knew I was in financial difficulty and that I often took out loans immediately after the others so hopefully I’ve done the right thing by not just accepting!
Cmum says
Wonga have 2 more days to respond to my adjudicator (upheld every loan I ever had). Praying they do as my husband lost his job in May so we’re desperate for this refund! Might even get holiday this year (my 9yr old’s second ever!)
Lauren says
Wishing you all the luck in the world … enjoy your holiday when you get it!
Lee says
Cmum how long did it take from you referring your initial complaint to the adjudicator to here back?
Cmum says
Lee, Complained to Wonga middle May, declined after 2 weeks, sent it to FOS beginning June, picked up middle June, decision made 3 weeks ago. Hope this helps
Dave says
Mine is similar with Wonga
8th May – Complained
31st May – Rejected so I sent to FOS
14th July – Adjudicator picked up
31st July – Decision in my favour on 35 out of 39 loans
Yesterday – Wonga needed to respond by!!!
they have given them until the 14th now and then it is going to Ombudsman.
Gary says
Hi Sara,
Well from my limited experience so far i have gained 2 resolutions so far with Mr Lender and H&T (just for reference H&T replied to my complaint the day after it was issued and offered a full refund plus 8% interest the day after that, and the money was in my account 2 working days after that, super fast response.
In addition i have had 2 rejections not upholding my complaint from Wonga and Wizzcash which both state this is there final response, in both cases i phoned to apply some pressure to try and see if they would reevaluate their final responses, in both cases they stated that once a final response has been made they are unable to consider the complaint further and the only route to escalate the complaint is with the FOS.
In Payday Express’s letter they do not advise this is there final response / decision, they do advise i can go to the FOS, however they also advise if i am not satisfied with their response I may ask for the decision to be reviewed again. So surely this whole expansive letter cleverly put together is a delay tactic to confuse the situation and delay any refund or in the hope that i dont reply within 8 weeks.
Thanks
Shannon says
If the company has stated a conclusion/resolution on the letter and then advised you can take the matter to the FOS if not happy then that is a final resolution letter even of they don’t specify that on the letter.
Lee says
Does anyone know if Pixie Loans and Creditstar are still trading. Left these ones while getting my bulk of my other payday complaints sent off. Now thinking of trying to tackle these ones. Can’t find websites though so not sure if still trading and where I can send any complaint.
Shannon says
If you google the companies they both still have websites up so pretty good indication they are still trading.
Pixie loan site says currently down for maintenance but does have a contact us link where it will take you to send them an email to info@pixieloans.com.
Google is you friend when trying to dig out information regarding payday loan companies. Hope that helps Lee.
Katie says
I’ve recently received many refunds thanks to this site. I’m now in the process of claiming back the tax on the 8% added interest. Where do I get this information from ? It is clear on my Wonga refund but on the others I just received the payments. Is there a number I can ring or do I just fill out the forms ?
Sara (Debt Camel) says
You have to ask each the lender if they deducted any tax and if they didn’t how much of your refund was the 8% extra, because this is the only part that is taxable. They may not have deducted tax – if they haven’t then it is possible that you will end up owing the tax may some money…
Shannon says
Hi Sara and eager readers,
Looking for some advice from you Sara and hoping this will be a bit of a warning for others.
So My Jar have done a big no no with my final resolution with them. They sent final resolution stating they will write off part balance and remaining balance would be repaid via a payment plan. I have not accepted their final resolution and the matter has been logged with the FOS. I have replied to My Jar to confirm this as well.
Here is where it gets interesting. Prior to complaint being logged I set up a payment plan with them for £10 per month to be paid on 23rd of each month. Now they have amended my payment plan from the previously stated to what they outlined on their final resolution.
The payment plan from final resolution is for £93 per month and to be paid on 14th of the month. So much higher amount and completely different date. Even says on final resolution if we don’t hear from you within 28 days new payment plan will be set up. Surely making these amendments without my consent is breaking some rules/regulations?
As I stated, I have not agreed to this and told them so. I have cancelled CPA with them, print screened my online account to show the amendments made without my consent and sent email to say I want payment arrangement amended to what it was prior to complaint. I have asked for their bank details to set up a standing order for this.
So would like to know if anything else you would recommend I do regarding this?
Sara (Debt Camel) says
Quite right to cancel the CPA. Hav you shown them an income & expenditure sheet showing £10 is all you can afford?
Shannon says
I completed one over the phone with them when I set up the initial payment plan and my circumstances have not changed since then. They did send an I&E form attached to the final resolution letter and asked me to complete it if I accept their offer so they know the repayments are manageable. Even though I haven’t accepted, I’m guessing it would be ideal to send it to them anyways showing my circumstances have not changed.
Shellbell says
Once the settlement form has been sent back to Quickquid how long does it usually take them to pay out??
Darren says
QuickQuid I called up once the form had been sent back to them and they processed the payment there and then and the funds were in my account within the hour.
Darren says
just had my email from payday express regarding my refund…..today is day 28 to get it back, received an email that my refund has been processed and will be in my account in 5 working days…they defo know how to drag it out!!
Jampanda says
Absolute nightmares.
Shellbell says
Satsuma are a nightmare I’ve been waiting since. They have had well over 28 days!
Stacey Reddick says
Afternoon Guys , I am trying both Lending Stream & Quick Quid at the moment.
Lending Steam have advised they will have a response for me within 48 Hours. How do i work out what i should be owed?
Also Quickquid asked me to send proof that it was irresponsible lending via bank statements , payslips ect any one else had this issue?
Thanks
Stacey
Lee says
Lending Stream – Log onto your online account – should be able to see all your statement of amount / loan details to calculate how many loans you had / over what total period / the combined total amount borrowed / then what you paid back in full (the difference being the total interest you have paid on all loans)
Then include all these details in your complaint letter following stage 1 – tailor your letter to your personal circumstances. Make sure you also state in your letter you are also requesting an additional 8% statutory interest on top of the loan interest amount you have calculated.
Regarding Quick Quid, reply back stating you don’t need to provide them bank statements or any further information – only need to provide that when you go to the financial ombudsman.
Charlotte says
Hi there
Has anyone dealt with 247MONEYBOX recently? I saw some comments on here recently that they were starting to ignore the FOS?
I’ve finally heard back from them after 9 weeks (I sent to FOS last week as I hadn’t heard back from them after 8 weeks but I don’t think it has been picked up). They have now offered to remove all info from my credit file and offered me £400 as a goodwill. I had 13 loans with these guys so £400 is quite low but my last loan with them wasn’t paid so suppose this is quite a good offer!
I’ve accepted but not sure how long it will take then to pay out so thought I’d see if anyone else has had an offer from 247MONEYBOX and how long it took them to payout?
DB says
Good afternoon,
Advice needed please. The ombudsman upheld my complaint against Lending Stream and instructed them to refund all my interest plus 8% from date of payment to date of settlement. LS wrote to me on the 31st July giving a breakdown of the payment and asking me to confirm my bank details so that the payment could be made. I accepted the breakdown and confirmed this sounded correct so long as they made the transaction that day otherwise extra interest should be added to the payment. Today LS have confirmed they have still not made the payment and they have up until the 16th August to complete the transaction. I phoned LS today stating I am going back to FOS, which I did and FOS have contacted LS to state that the 8% interest needs updating for each day they keep the money in their account, LS have stated they are not doing this and they have the up until the 16th August to complete the transaction even through their settlement calculations are stated till the 31st July.
What would anyone else do in this situation?
Thanks in advance
Sara (Debt Camel) says
How much money is involved?
DB says
The final settlement amount is over 10k. The interest refund is £8367.64, but the 8% up until the 31st July is £2281.22. I have just been on the phone again to LS and stated that they are going against what their regulators have instructed. They are still showing no urgency. I have just found the email address for their CEO and I am drafting an email, but I am not sure if this is the right course of action.
Sara (Debt Camel) says
I make that an extra £1.83 a day for each day delay in paying you. It really depends quite how cross you feel about this. You could:
– emailing their CEO is a good start, copy to stuart@global-analytics.com
– post on their Facebook page https://www.facebook.com/lendingstream/
– leave them a poor review on TrustPilot
– write to the FCA on consumer.queries@fca.org.uk, their regulator, and tell when what you think of LS’s poor complaint handling (NB make it clear you know they won’t investigate your complaint, but you are just passing on the information as one of their authorised firms, number 689378, has been obstructive, slow etc over complaint handling and hasn’t even paid you the correct amount after an Ombudsman’s ruling, explain the details…)
– you could put in a nother complaint if you get paid the wrong amount and take that to the Ombudsman when they reject it…
– you could sure them in court, but for these sums of money that would be pretty foolish.
DB says
Thank you Sara,
I understand the amount is not so great in the grand scheme of things, but it is the principle of the whole matter that makes me angry. I am obviously not going to take them to court, but I have already passed my thoughts to FOS and I have told LS that if the money is not in my account by Friday, I am going to take the matter up with the other relevant regulators.
I am going to finish my email off to Chris DeBoer now and I will use the email address you have given also.
Thanks again for your help.
neil says
Just had an email from Adjudicator Payday UK have offered to refund interest and charges on all loans including 8% interest on all loans except first 2 including 4 loans over 6 years. Just waiting for amount of refund before sending acceptance form. Payday UK originally refused all loans.
lorr says
Hi how long did they take to agree with the adjudicator? The adjudicator replied to them yesterday upholding my complaint.
Maggie says
Hi Lorr. Pduk made the offer before adjudicator as all my loans are over 6 Years old so they were with the jurisdiction Team so this was completely out of the blue
Maggie says
Hi Neil, had the same 8 days ago but have not heard from pduk with figures yet! Did your adjudicator tell you they could take 4 weeks to let you know the offer?
Regards Maggie
neil says
Hi I haven’t sent the acceptance yet until I see the calculation, there was no mention of a timescale in the letter from the Adjudicator, I sent my bank statements and credit file mid June. Still got the Quick Quid one sitting with the FOS as I rejected their offer to refund only the loans within 6 years.
Maggie says
Thanks Neil. I’m keeping hold of the acceptance form until i see the offer to.
neil says
I am too, because they didn’t send me a statement of loans I have nothing to compare it against, hope you hear from them soon.
Rachel says
Hi Maggie I sent my acceptance form back and got the calculation on the 3rd week they paid out the same day. You will need to either accept the offer or let the adjudicator know.
Maggie says
Thanks Neil and good luck with qq. I have the same with wonga, payday express and wageday advance but i’m sure we’ll see resolution! Just a waiting game and we’ve nothing to lose
Shannon says
Been having issues trying to get a statement of account from Wage Day Advance. Finally got an email today with SOA attached from them and says on the email any queries regarding it can email them directly. So if anyone else is having issues the email address to get SOA from WDA is soa.wda@wagedayadvance.co.uk.
Jampanda says
Hi everyone.
Made an irresponsible lending complaint to Drafty (lendingstreams bad credit, credit facility) and they deny any wrong doing as I expected.
However they claim that my Experian Credit Score at time of lending was 670, which is absolute lies. I had two defaults and a messy DMP at that stage last year.
I have a feeling that they’ve got no actual proof of this credit rating and that other people have mentioned they’ve also been lied to when they’ve questioned Drafty on affordability.
Has anyone tried the Ombudsman route with Drafty after this kind of a response?
Sara (Debt Camel) says
A lot of people have pointed out to the Financial Ombudsman that LS’s quoted credit scores are impossibly high.
Take the Drafty case straight to the FO.
Andy says
Hi jampanda, I also had this response from drafty saying my credit score was 694 , not a chance first Ben my situation at the time , I have replied to them stating this and have asked if it is there final response, not heard anything back as yet but will keep posting my findings when received
Maggie says
Hi Rachel. Thanks for your comment. Are you saying you accepted the offer before you knew what it was? My email says i don’t need to do anything as pduk will be in touch with the offer and i’ve already told my adjudicator that i’m not returning the acceptance form to her until i know what the offer is!
Rachel says
I see what you mean but do you agree with the number of loans they are refunding? You could ring them up and ask how much it will be they let me know a rough figure and also confirm your bank details with them.
Rob says
Hi, who would I speak to on here about advice regarding payday loan refunds for unaffordable loans. I have been refunded from some companies, others are saying that as 6 years have passed they are refusing. Others point blank refused and I’ve referred these to the financial ombudsman. Another company is asking for 3 years worth of bank statements from 7 years ago and my credit report from the time a applied for the loans. Can anyone help. Thanks.
Sara (Debt Camel) says
This is the right place to ask questions.
If you have been refused a refund as loans are over 6 years, send the case to the Ombudsman. The FOS has decided it can look at older case, some lenders have accepted this and are paying out, others are still disputing it, but just get your case in and let it sit there.
You don’t have to supply any personal information to a payday lender and many people would prefer not to. If you don’t want to, just reply that you would like them to consider your complaint on the basis of what they already know as your repeat borrowing should have been a warning to them that you were in difficulties. Add that you will send the Ombudsman and information they ask for.
Andrew says
Sara,
I’ve called HMRC this morning to query the fact they’ve said I can’t claim back the tax that had been deducted.
They’ve said I’ve used my tax allowance up for the year on my income and wouldn’t be entitled to a refund of the tax paid on the 8% interest.
Thanks
Sara (Debt Camel) says
Have you had more than £1000 in savings interest? If you haven’t, ring them up again and say this. You are not asking for a refund because you are not a basic rate tax payer, you are asking for the refund of £200 on the first £1000 of savings interest. If you don’t get anywhere on the phone, put this in writing to them – email is fine- with the word COMPLAINT in the subject line.
Andrew says
No Sara I’ve very little savings.
I will do, I’ll give them a call again later on and say what you told me.
Thanks
Miss B says
Hi Everyone,
I just wanted to let you know where I am at my 7 week point:
Wonga – Refused at 6 weeks – Sent to FOS
Uncle Buck – Refused at 7 weeks – sent to FOS
MyJar – Paid out in full with interest at 6 weeks
Safetynet – Refused at week 5 – Sent to FOS
WDA – Refused at week 5 – sent to FOS
Satsuma – Refused at week 4 – sent to FOS
PDUK – Refused at week 4 – sent to FOS
Quickquid – Still waiting on a response
Pounds2Pocket – Still waiting
Sunny – Still waiting
The most interesting of all Mr Lender, responded after two weeks with a good will of £354. I declined as interest paid was £3990. They have since increased with many offers £650,£1100,£1600, £2100 and more recently £3100. I am awaiting their final response which is due by 12/8/17 before making a decision.
Sara, I can’t thank you enough for all the information on this site. After looking at all the interest I’ve paid over three years it adds to £21,000! So far with My Jar and whatever outcome from Mr Lender I am looking at refunds to date of just over £5000! I never thought I would have got any of the money back. Hopefully more refunds to come once I get allocated an adjudicator!
Hang in there everyone! It can take some time, but be patient don’t jump at the first offer however tempting it may be.
Thank you all so much!
Anon37 says
Its posts like this that help people and give people inspiration. I’m now 4 weeks into my compaints awaiting final responses so remain optimistic.
Congrats on your results!
Mel says
Hi Debtcamel!
I can’t thank you enough for the info on this website, I have so far gotten over £7k back from around 5 companies with the steps you’ve advised. The majority of mine were over 6 years old (from 2008-2012), and I accepted the offer given even though I could have probably claimed for more, I was more than happy with the resolution offered. Wonga (£1968), The Money Shop (£2580 – over 6 years) and My Jar (£1665 – over 6 years) were the most cooperative with me.
I got myself into a vicious cycle with these when I was 21, I’ve definitely learned from my mistakes, I hope that these lenders have too!
My complaints were rejected by Quick Quid, The Cheque Centre, and Payday UK based on them being over 6 years old. They are currently sitting with the Ombudsmen, I’ve just had an update from the FOS on the QQ complaint saying the following:
“Quick Quid has said that we are unable to look at your loans because they were sold more than six years prior to you bringing the complaint to them.
We now need to look at whether they are right in saying this. This is a point that has been raised by a number of lenders where the sale of the loans took place over six years ago and we are looking into this so we can reach an agreement with the lenders on how we can approach these cases.
As soon as we have any further updates, we will let you know.”
Has anyone been successful after hitting this point of dispute?
Regards,
Jade says
Hi, does anyone have a rough idea how long Wonga take to reply following the second email? I’ve worked out I’ve paid just shy of £2000 in interest and fees, and I have an open loan which I’ve put on a repayment arrangement.
Mel says
I complained to them on May 30th 2017, I received a breakdown of all loans on June 4th, an update saying they were still investigating July 12th, and a final response agreeing to give me back all interest plus 8% on July 18th, it was in my bank account on 25th July.
Lee says
Took me 7 weeks to get a final response from inital compliant to Wonga.
If sending 2nd email. It depends if counter offer or what your requesting. From what I know Wonga won’t budge once final offer made.
Andy says
Does anyone no if it is easier to email or phone fos, as just received final response from drafty , saying no faults in there lending criteria, even though stated my credit score was 694 ?? Which is completely wrong
Cheers Andy
Sara (Debt Camel) says
I suggest using their online complaint system. It takes you through step by step, you can copy in your original complaint, prompts you to attach the Final Response from the firm etc. NB you do not get an automatic confirmation back – it has still been received.
NB don’t get hung up on Drafty’s daft credit score. The heart of your case is that the loans were unaffordable and Drafty should have known this. Your bad credit record supports this argument. So will your bank statements.
Sara (Debt Camel) says
You don’t have to tell them, but I would send them an email after you have sent the complaint to the FOS.
Michael Chadwick says
Hi
Can anybody who has been successful please help me on how to approach the FOS once i am not happt with a company reply/offer?
An example of an email would be great.
Many thanks
Mike
Sara (Debt Camel) says
Have you read the Step three section in the article above? Also read https://debtcamel.co.uk/payday-refund-complaint-detail/, that has some more good ideas.
This doesn’t need to be complicated. Start with attaching the complaint you sent to the lender and their final response. If you want, add on a few sentences summarising your complaint and why you don’t think the lender’s offer was adequate.
Link says
Hi,
I sent a request for an SOA from Wonga in 19/07. How long does it taking people to receive a reply with SOA? I’ve received an automated response.
Thanks
Jampanda says
Hi
I had my final response from Wonga after around 3 weeks from first complaint. They then took another 7 weeks to send the SOA, by that stage I was well into discussion with Adjudicator.
There are no set time lines or logic with Wonga… The 3 weeks wait for final response was very short but every other issue has been as long as possible.
Don’t think they like to supply the SOA at all. Makes the borrower acutely aware of all the fees and nonsense they charged.
Mark says
I asked for mine SOA at about the same time as you ( 21st July) and have heard nothing from Wonga, QQ sent it through within 5 days (they were the ones I thought would drag it out), I printed off all my statements as far back as I could and worked out the Wonga transactions that way, very time consuming but it’s probably quicker than waiting for Wonga, I’m about to send my complaint to them based on the figures from my statements although I won’t mention what I have worked it out to be in case their calculations come back higher than mine
Link says
Thanks for the advice guys.
I’m going to get the statements printed off. TSB don’t make this easy. They only allow your to print off in 3 month periods. What on earth is the point of that? :/
Shannon says
Mine took about 11 days to arrive from wonga. Requested it via their online chat.
Anon37 says
Got my SOA within 2 weeks of requesting
A says
Hi,
I have had a letter from the FO advising me they are going through the details of my complaint and will be dealing with the company – that was around 2 months ago – I still have had no other contact from them – could somebody let me know timescales of when the FO gets back to you following a letter advising they are dealing with your complaint?
Thanks
A
Sara (Debt Camel) says
After 2 months I suggest contacting them and enquiring if there is any other information you could provide that would help. A sort of polite nudge!
sally says
Has anyone had any contact with the FO in relation to loans over 6 years old with WONGA? I’m still waiting for a decision from the jurisdiction team, my complaint has been with them since September 2016. WONGA have offered £1024 twice now and I have rejected both. The interest I paid was over £6000 -I am willing to wait! My frustration is that I cannot see how the statement will be broken. Has anyone had any success with this at all?
Neil says
Hi,
I am looking for advice for loans with the money shop.
Over 6 years ago for a period of 3-4 years, every month i was taking out a loan. I would pay all of my wage back to them and borrow again.
However i have moved address twice since and moved bank accounts.
How would i go about contacting them for a summary of my account? Is this possible?
Thanks – any help would be great!
Linda says
Hi I was in a similar situation to you. I had no account numbers etc, and Li ke you some although not all loans were over 6 years old and I’d moved address and changed bank accounts etc. I simply sent an email using the email address I found on this site requesting statement of account and included my current and past address and my date of birth. They replied quite quickly to be honest first to ask what brand I was complaining about as I think they’re linked to other companies then after a couple of prompts they sent me my account summary. Ive escalated it to a full complaint now and they’re investigating and have given me a reference number. My advice would be to include as much info as possible on your first email so they can locate your account.
Stacey says
Evening Guys ,
Can I please have some help.
I finally have a response from lendin stream who have advised that all the nessecery checks had been carried out and that my Experian report was 663! Which is totally incorrect. They have said resolution of one loan out of 18 was a procedural error so are offering me & £306 to pay off my exsistinf loans.
Do you think I should take this to the FO ? If I did how long does it take and if it gets rejected can I still accept my first offer? Xx
Sara (Debt Camel) says
1 loan out of 18 sounds like a very poor offer. If you go to the ombudsman you are likely to get a lot more, especially as you think they are just wrong with that credit score! Many cases are being picked up within 6-8 weeks at the moment, from there it depends a lot on your individual case. But one one loan gives a refund of £306, you could be looking at a lot of money. I don’t remember a case where anyone got less by going to the ombudsman.
Dawnald says
Hi,
I’ve had a response from PDUK which says the following, do I need to provide them with bank statements, I feel they are admitting wrong in the text:
OUTCOME
When you first approached us for credit on 7 January 2009, you asked for a loan of £200.00. I can see that you told us your net monthly income was £1,100. The total amount repayable on this loan was £250.00. This loan was deferred on one occasions before settling on 27 February 2009 and based on the information available to us this was deemed as affordable There weren’t any particular issues with other lenders that concern me and I don’t think you were reliant on borrowing from us at this time.
However, the picture seems to have changed over time. I think around 09 March 2009 we should have asked you for more information / realised that you were becoming to rely on borrowing from us. Based on the information that you provided, I don’t think we made the right decision in offering you a loan. I cannot see that your loans were affordable between March 2009 and December 2012.
Unfortunately, we have been unable to determine the affordability of these loans we have not been in a position to review these. However if you wish to provide the information we require for this lending period in the form of a copy of your bank statement for the time period between February and March 2009 and August and September 2012 we will happily review these loans at a later date for you.
Sara (Debt Camel) says
It is rather oddly worded. You can send them bank statements if you want – but if you don’t you could just reply that you accept the first loan may have been affordable so you will be happy to settle the complaint with a refund from March 2009 plus 8% interest, otherwise you will be sending it to the Ombudsman.
Shannon says
Question if anyone can help.
While complaint is ongoing the company places any outstanding balance on hold for the duration of the complaint. If it is then sent to the FOS after final response from the company would this still be classified as ongoing and therfore keep the balance on hold?
Or is it only up to the time you receive the final response from the company themselves the balance is kept on hold.
Thanks.
Sara (Debt Camel) says
Sending a case to the Ombudsman means the loan is still in dispute. It is good to do this as soon as possible after getting the final response so there isn’t a gap – don’t think “oh I’ll wait till my other claims get to the 8 week point and do them all together” or “I’ll do in a couple of weeks when I have some more time” – if there is a balance owing, especially if this is to a debt collector, send the case to the FOS asap. You can always write more and send it than the FOS later.
Whilst a loan is in dispute the firm should not take any court action – so far this hasn’t been a problem.
Whether they keep the balnce on hold is up to the firm. The best thing to do is always to cancel the CPA to the firm with your bank, so they can’t suddenly take money again leaving you in a mess. Don’t rely on the firm to be nice, get yourself safe. If you can afford any monthly payments it’s good to offer something, assuming you win your case all this money will come back to you in the refund.
A says
Hi,
I have been offered £1280 from quick quid as a final response letter – my calculations show they owe me £2737.52 plus the 8% fee – this equates to just under £3000. Should I reject this offer?
There could even be more than the £3000 I have calculated – I have got this number from my emails over the years – I still have not had a detailed document showing ALL of my loans i ever had from them – will the FOS be able to get this information if I go to them next?
Sara (Debt Camel) says
First your 8% calculation – I think you have calculated 8% of the interest paid. But it is actually 8% per year since you made the repayments… so if the loans were on average 3 years ago that would be 24%…
£1280 sounds like a poor offer from QQ so yes, I suggest sending it to the Ombudsman. QQ don’t generally negotiate at this point, but they do have a habit of increasing their offers whilst you are waiting for a decision at the Ombudsman.
One person recently had offers of 60, 400, 660, and 1500 as the case moved from QQ to the FOS, to being looked at by an adjudicator and then waiting for a final decision from the Ombudsman – they got what the adjudicator had said in the end, just under 3000!
Yes the FOS will be able to get a full list of your loans… but one thing you could try now is to go back to them and say you can’t consider their offer u til they have sent you the list of your loans – that might work!
A says
Oh my goodness so the interest is more than I thought – this is fabulous news as my loans date back from 2009 – 2016 – I can work out each loan’s interest from my calculations to get a round about figure.
Fantastic!
Thank you so much for your help
A
A says
I have just calculated that my 8% fee comes to £998.43 equaling a staggering £3735.95 of my total owed to me.
The FOS have advised me that due to companies challenging any loans over 6 years they have taken this to a higher body in the FO who have been dealing with it for the past 2 months so are due an outcome soon!
Really hope we win!
A
Stacey Reddick says
Do i have to let lending stream know im going to the FO ?
If the case gets rejected can i still take the £306 they have offered me ?
Also – the email to the FO is not working ive company and pasted it and on 2 emails it has come back as undelivered!
Sara (Debt Camel) says
You don’t have to tell them but it’s a good idea.
We have seen dozens – possibly more than a hundred – of Lending Stream cases go to the ombudsman. No one who has been given an offer by LS has ever had their case rejected by the Ombudsman. And as you had 18 loans, I don’t think there is any danger of you being the first!
What email were you using for the FOS? I usually suggest people go through their online complaint procedure https://help.financial-ombudsman.org.uk/help
Lee says
Stacey I had 28 Lending Stream loans large amounts and only offered £98 interest paid on final loan currently in payment plan and now in adjudicator queue.
You have a strong case. Don’t accept a low offer. Sara is right.
Lending stream seem to hope people will not go to the FOS and accept or give up.
Lee says
Sara checked my Wonga case – Decided to settle as statement of accounts totals it up to £3045 when you the include 8% (what I originally calculated from bank statements).
I tried to counter offer total settlement offer of £2486.10 with £2800. However Wonga wouldn’t budge on their final response unlike Mr Lender and Peachy who I managed to up their offers.
Under normal circumstances I probably would of took this to the financial ombudsman (like the others I have/intend 2), but as I’m off to America in 6 weeks and will pay 2 credit card off in full now I have decided to accept. They are saying though Wonga processing time is currently up to 14 working days.
I just want to say thank you Sara for all you help and advice. You are brilliant. So far claimed just over £3,600 and have 8 more to go (2 with FOS awaiting adjudicator now) and 6 currently with less than 4 weeks to go till 8 deadline weeks is up (various dates)
Sara (Debt Camel) says
Over 80% including the 8% is a pretty good offer!
Shellbell says
I rung Quickquid to give them my bank acc details yesterday and they said it could take up to 28 days to process. However I have noticed from some of the posts on here, that when people ring up they process it on the day or hour??
Lee says
Always follow up an email with a phone call to check they have seen your email and processing it asap.
Craig says
Hello
I have has a response from Casheuronet today (Pounds to pocket and quick quid)
They have offered me £2200 and have agreed to waive the interest on my one outstanding loan and clear the balance, leaving me with just under £1000. They have also agreed to remove all info from credit file
In total my loans totalled about £6000
They have also said that they are unwilling to look at 2 of my loans as they happened over 6 years ago
So now i either accept (and i could do with the money) or go to the Ombusmen
Does it sound like a good deal Sara?
Thanks
Sara (Debt Camel) says
“In total my loans totalled about £6000” is this the interest you paid or the total amount your borrowed?
Over what period were these loans?
The last loan you defaulted on – how much did you borrow? have you made any repayments to it?
Craig says
£6000 is the total borrowed
From January 2011 up until December 2016
Reading the letter again, it says they feel they could have carried out better checks on 2 of my P2P loans, but there is no mention of QQ loans. And they also mention the 2 i had over 6 years ago, but again, no mention of P2P or QQ
The Loan i defaulted on was for £1400 and i made 2 payments on it
Sara (Debt Camel) says
So how much did you borrow from P2P?
I think you should ask them if this is in settlement of just your P2P complaint or QQ as well. And also ask for a statement of your account showing all your loans and payments so you can consider whether to accept it.
Sam says
Hi,
I put in an email to cash generator regarding irresponsible lending concerning cheque cashing (nearly 200!) between 2002-2010 and got this back:
Thank you for your email and information.
The Middlesborough and Stockton on Tees stores were franchise owned stores which have since ceased trading, for your information both stores closed on 30/09/2014.
Your complaint would lie with Ransu CG Limited, which was the limited trading company that the Middleton and Stockon on Tees store was trading as.
Cash Generator Limited is a group company but acts as franchisor to a number of separate franchise companies. The companies operate under the Cash Generator brand but are separate entities in their own right.
We apologise we cannot be of any further assistance in this matter.
Can anything else be done here do you think? I have all bank statements showing the cheques.
Thanks in advance
Sara (Debt Camel) says
I think you phone the Financial Ombudsman. Say you feel CG should handle you case as you think they were the OFT regulated business.
Dave says
Just thought I’d update people with likely time scales regarding Wonga claims
FOS gave Wonga until August 7th to dispute their findings. Wonga got in touch with them to say they are currently facing severe delays.
My Adjudicator said they are allowing them more time (orignally said 14th August) as currently the waiting list for the Ombudsman decision is around 3 months.
Hopefully Wonga come back and agree with Adjudicators findings.
Here is the time scale for this complaint
8th May – Complained
31st May – Rejected so I sent to FOS
14th July – Adjudicator picked up
31st July – Decision in my favour on 35 out of 39 loans
Currently waiting for Wonga’s response.
Also got a complaint regarding Sunny which is following a similar time scale other than Sunny took the full 8 weeks to respond to my complaint.
Cmum says
Pretty much the same as me Dave. They have until today to respond to adjudicator. Not holding out much hope if I’m honest!
Matt S says
Wow, just looked at my banks statements to see what I had borrowed from MyKredit. Exactly 6 months from my first loan to my last with them, and in total I borrowed £6000 over 53 different transactions. I genuinely didn’t realise it was so much. I had an £800 limit and was borrowing at £100 a time and then 20 days later repaying £115 and borrowing again straight away.
I actually emailed them just asking for a list of loans I’d had with them, and without acknowledging that they came straight back claiming that they had done nothing wrong, that it was revolving credit so they didn’t need to re-assess it and that I was eligible as all necessary checks were done when I first applied (and was given a credit limit of £200 which they then increased to £800).
Not put in an official complaint yet so I guess that’s the next step!!
Sara (Debt Camel) says
If your request for loans said you were making an affordability complaint, ask if they have just given you their final response. If it is,write up your complaint and send it straight to the Ombudsman!
Matt S says
Hi Sarah, received below from MyKredit, apart from bad spelling can’t figure out what they are saying or what to do next. Any advice?
“Thank you for the email but as we explained on the other email we do no make reassessment of the account wile a costumer has still an open loan.
Now we need to know what your request is and what can we do to help you.
And again we should have been notified by yourself regarding the difficulty you were in and we would have come to an agreement. Now you can claim that we are irresponsible lenders but we did not show a responsible behavior by not notifying us for the difficult time you were having.”
Sara (Debt Camel) says
Better make this simple as they don’t seem very literate!
“I am making a complaint that the loans I had from you, 53 over a 6 month period, were unaffordable and that you increased my credit limit from 200 to 800 without appropriate checks. This was irresponsible lending.
I want you to refund me the interest I paid on my loans, plus 8% statutory interest. You may deduct the outstanding balance (after removing the interest you added) from this refund.
If you do not agree I will be taking this case to the Financial Ombudsman.”
If their next email is still unhelpful, stop explaining and ask if it is their Final Response.
M777 says
Hi guys,
I’ve been rejected
“Having looked in detail at your complaint and the information we had access to when we made our lending decisions, we have not found any indication that your loans were unaffordable. On that basis, we are unable to uphold your complaint.”
This was their final response I never got into any financial troubles credit score wise I always managed to scrape together or borrow from friends to cover the debt on time.
Never used another payday loan company just wonga. For the last 4 years I’ve been a student and have been lying on my applications as I thought they would reject me otherwise.
is this something that would go in my favour or not if I was to take this to the ombudsman?
Thanks!!
Sara (Debt Camel) says
If you have borrowed repeatedly from the same lender – and 4 years is a lot! – send it straight to the Ombudsman.
See https://debtcamel.co.uk/payday-lender-says-lied/.
Lee says
Anyone recently had a Wonga refund.
Accepted their final settlement offer of £2486.10.
Just wondered how long from acceptance it is taking for the refunds to be paid into peoples bank account. They said to me up to 14 working days. Hope not.
Shem says
Hi all
Ok so no word from wonga yet, although I did get a complaint received acknowledgement after 3 days, it’s now just 2 weeks since I sent my complaint so I will update once any response is received.
In the meantime I have emailed my jar and quick quid, for qq I have used the the vague ‘I borrowed a lot’ approach as I can’t see my historical loans on qq site but from emails I can see I borrowed and topped up repeatedly between 2012 into 2015 dozens of times, so have a rough idea of what I’d accept if offered, I also have an existing loan with them as although i switched to other payday lenders mid 2015 (robbing peter to pay Paul) i used qq again earlier this year with a payment due at the end of sept, I have flagged this too them too.
MJ is more straightforward as they don’t top up but I have repeated frequent borrowing of 6 monthly loans from 2015 (when I switched from qq) but worth seeing what they say as I started lending £100-£200 and then ended up at £800, with payments remaining
Incidentally When searching qq loans via emails the amount of marketing comms I received encouraging me to reborrow, refinance and top up is unreal, can this help a case if it goes to the ombudsman?
I’ll keep you posted but any ones experience on the speed of initial replies and of offers of settlement from wonga, myjar and qq from a first response would be really interesting
Shem x
Lee says
It took 7 weeks for me to get final response to inital compliant last Friday. But apparently they are back in a delay situation. So maybe after 8 weeks you here.
I calculated £3045 due back plus 8% so £2486.10 refund in pocket was fair first / final offer when reviewed it again before accepting. As it was more but paid £116 tax on the 8% to HMRC in going to try and claim back. Plus had refund under forbearance programme in early 2015 following a nationwide review of all loans given out on interest paid on my last loan.
Accepted as going to America in 6 weeks and pays 2 credit cards off in full now. Just got to wait up to 14 working days for payout.
Shem says
Ahh that’s good news I’m really please for you, can I ask if you provided much supporting evidence that may of helped a first response as a fair settlement, I’ve attached proof of rent and council tax arrears and of my payslip for that period along with listing my outgoings and an attachment showing my 42 loans and 57 top ups, with a column showing the top ups which highlights that some loans were topped up 5 times! I have also added a column which shows the difference in days between borrowing, the longest terms between borrowing in 3 years shows as once at 38 days the feast are all less than a month apart with 16 flagged as same day borrowing and of the 61 loans/top ups reborrowed within a week of closing a loan or topping up an initial amount.
Did you include this level of detail? I figured t would show them I was prepared to put effort in and asking this seriously
Shem x
Lee says
I would never of included evidence of rent and council tax arrears.
For all of mine I did a spreadsheet review of all bank transactions from the payday provider in question.
Columns – Date / Amounts Borrowed / Amounts Paid Back – then use the auto sum on all columns. Total difference is interest paid.
Then in your initial complaints letter mention these total amounts and request full interest calculated + the 8%.