Have you had problems with payday loans? You can get a refund of the interest you paid on “unaffordable” loans.
It’s easy to ask for a payday loan refund using the free template here. This works if your payday loans were repaid or you still owe money.
Contents
What are “unaffordable” loans?
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
A loan is not affordable just because you haven’t missed a payment – if paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans. Payday loans are meant for short-term problems.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or your credit record showing increasing debts.
How much compensation can you get?
A typical payday loan decision by the Ombudsman is that the lender should refund all the interest you paid after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times, you can get a refund from just one loan.
Which lenders can you get refunds from?
Lenders include:
CashASAP, Drafty, Fast Loan Uk, Fernovo, Fund Ourselves (now in administration), Kabayan, Lending Stream, LoanPig, Mr Lender, Moneyboat, My Finance Club, QuidMarket, Savvy, TickTock, The Money Platform, WageMe.
See this list for payday lenders for a longer list and their email addresses to use.
You can make claims to lenders who have recently stopped lending. It is probably too late to make claims to other lenders who gave up more than a few years ago.
For larger loans there are better template letters to use on other pages:
- 118 Money, Everyday Loans/Evlo, Likely Loans/Finio, Reevo, Bamboo, Updraft, Lendable, bank loans and other long-term loans.
- Loans2Go – the worst loans in Britain!
- doorstep lenders and guarantor lenders,
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
If your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time. Winning a complaint then speeds up the DMP.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you have to go to the Ombudsman.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA or the Direct Debit to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
Start your complaint
It’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Find the lender’s email address for complaints from this list. If your loan was sold to a debt collector, you complain to the original lender.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
I am making an affordability complaint about the loans you gave me. You should never have given me these loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed and the rest of my credit record that my debt problems were getting worse. It was not responsible to continue to lend.
My credit reports would have shown all my other debts [include this if it applies: and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
Some ways to improve this
Add any other points that help you describe what happened to you. Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- “I had a gambling problem and your loans made this worse”.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large (say £800 or more), read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a difficult complaint to win. If you have borrowed twice from 5 leaders, that is much more difficult to win affordability complaints than having 4 or 5 loans from two lenders.
Sometimes a lender will offer you a small goodwill amount to give up eg £50 or £100 so if you only had one loan and it wasn’t large, that would be a bit of help.
Waiting for a reply from the lender
This email starts your affordability complaint.
The lender should reply to your complaint within 8 weeks. Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them. Don’t bother to send payslips.
This is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years, even if the account has been closed.
Lender rejects the complaint or makes a poor offer
If the lender says No or offers you a small amount, you may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman, where many thousands of people have won their payday loan complaints.
Give up?
Some lenders try to make your case sound bad when it isn’t. Ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications – see Lender says I lied for more about this;
- some loans were paid early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- loan size didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked closely;
- some loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think you should have more refunded;
- an offer to write off your current balance may sound helpful … but it may be very poor if you should get a cash refund as well.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an instalment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. If you aren’t sure, send the case and let them make an independent decision.
How to send a complaint to FOS
Put in a separate complaint about each lender. There is no limit to the number of FOS complaints you can make.
Send the rejections as they come through – don’t wait until all your lenders have replied!
FOS’s “complain online” option is easy and asks for the information to set up your case.
Attach:
- the lender’s reply.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed.
- your TransUnion Statutory credit report
- it doesn’t matter if you don’t have the credit agreements, FOS will get them from the lender.
What happens after you have sent a case to FOS
Your case will wait for the lender to send FOS their case file and then be picked up by an investigator/adjudicator who will make a decision on it.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you have been bankrupt unless your borrowing was all after your bankruptcy – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you.
- if you are in a DRO now, a refund of more than £2,000 may mean your DRO is cancelled! But many payday loan refunds are less than that.
More help
Ask a question in the comments below.
Don’t use a claims management company. They are expensive and often incompetent. FOS says individuals making a complaint have a better success rate than claims firms.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
simon says
Hi Sara,
I have had an email from a company called Advanced Collection Systems claiming I owe £440 to Toothfairy Finance but I wasn’t aware of it and haven’t heard anything from TF since 2012? Should I contact them and put a complaint to them or just ignore them? It isn’t showing on my credit report either?
Regards
Simon Cooper
Sara (Debt Camel) says
Don’t ignore them unless you want a CCJ!
From what you said I suggest you reply by email with the work COMPLAINT in the title, saying
– that you do not agree there is any balance outstanding to Toothfairy, Toothfairy haven’t informed you there was, why was this?
– Toothfairy haven’t informed you any debt has been sold, so can they produce evidence of the assignment?
– Ask them to send you a statement of account and the consumer credit act agreement for the alleged debt (template letters here https://www.nationaldebtline.org/EW/factsheets/Pages/getting-information/credit-agreement-advice.aspx you can use, note the £1 charge).
– And say that if there is a debt you will be disputing it as the loans you were given by Toothfairy were not affordable.
Carly says
Bit nervous just sent my first complaint off too Wonga, how long does it take for them to respond?
Im a very unlucky person so I’m not hoping for much, 9 loans just under £3000 borrowed and interest paid around £450, do you think wonga will act quickly with it being a small amount?
Also if I go through a payment plan with other lenders and put in affordability complaint for previous loans will that be on my credit score for the rest of my life or can I get them to remove it if they refund the interest?
Thanks!
Tom says
Don’t be nervous! You’ve got nothing to fear. If they lent to you irresponsibly it’s them who should be worried, they’ve caused a lot of problems for thousands of innocent people.
According to this thread, Wonga usually take close to the 8 weeks to respond with their decision, I sent my complaint off 3 weeks ago and I haven’t heard anything yet. You should get back what you’re rightfully owed.
You can complain to any lender even if you have an outstanding loan with them, sometimes if they accept that loans were unaffordable they wipe the existing balance off so you owe nothing, and will remove them from your credit file.
Good luck. Be patient, carefully consider any offers of compensation they give you as they like to offer compensation which is much less than you’re rightfully owed.
Carly says
I managed to pay off wonga this month and then sent in my complaint, just never done anything like this before but the 9 loans I had with wonga were paid at the end of the month then borrowed again couple of days later as well as having other loans with other companies.
I have 5 loans outstanding with Satsuma, cash asap, my jar, quick quid and uncle buck and owe about £1500 in total, I’m defanitly going to struggle to pay them all but I’m worried it will wreck my credit score for the rest of my life, my next goal is to save and get a mortgage so I don’t want anything to stop that happening.
Did you get a reply to acknowledge your complaint or have you just not heard anything at all?
Thanks
Tom says
Hi Carly,
the best thing for you to do now is to tell your creditors you’re struggling financially. Alternatively, you could speak to StepChange charity (VERY friendly). They can consolidate all of your existing loans and give you one affordable monthly repayment to get this balance cleared, by the end of the time you’ll be debt free.
You can still put in complaints about the companies, Wonga should’ve seen that consistent borrowing from you meant you were reliant on these loans. If they admit some loans were lent irresponsibly you can request that they remove the information from your credit file.
You should receive a standard confirmation email, after that you probably won’t hear anything unless they require further information.
The best thing to do now is get on top of your outstanding loans. Stop the borrowing. If you can’t afford to pay these, you’ll end up paying the balance and borrowing again to make you last the month. I’d honestly speak to StepChange, they deal with all of your creditors and they’re really friendly.
Hope this helps.
Pear says
Hi Ross
I think after I sent my bank details to adjudicator on the 31st of July I got an email from QQ on 3rd of August and money was in later that day.
Damion Walters says
I sent an email to these and this is what I got back
Many thanks for your recent contact.
We can confirm that we are able to send you a Statement of Account for your outstanding loan, in relation to the above reference.
In order to do this, you will need to pay a £1.00 statutory fee. This can be paid by either postal order or cheque which will need to be made payable to Instant Cash Loans Ltd and must be sent with a letter requesting your Statement of Account.
Please send your written request and fee to the following address, including your reference number:
Sara (Debt Camel) says
Don’t send them £1 – all you will get are the details of the last loan where there is a balance. I suggest you put in a rather vague Step 2 complaint and say you can give more details if they send you the list of your loans you have asked for.
Sonia says
Hi when writing to the FO do you have to write separate letters for each loan or just one with all loans listed? Thanks
Sara (Debt Camel) says
A single complaint about each lender, not per loan. You don’t have to list the loans, but if you have a list do attach it.
Sharon says
Hi Sara
A bit of an update for everyone and also an ask for some advice please…
LS &Sunny rejected adjudicator decision (LS made a very partial offer but I rejected). They are all now in the Ombudsman queue since beginning of June.
Wonga did not reply to the adjudicator in time so was added to the Ombudsman queue (mid July) they have now come back to the adjudicator saying that they disagree with his findings. I wasn’t able to speak to my adjudicator but the person I did speak to at the FOS said that their response was very odd and not one he had seen before. They have said that they accept the adjudicator’s assessment of my income and expenditure but they believe that this demonstrates that the loans were affordable not unaffordable. The FOS advisor said he hasn’t seen this before and they usually only disagree about adequate checks and the like.
I’m now really worried that the Ombudsman may disagree with my adjudicators view of affordability, do you have any advice?
Unfortunate folks the advisor at the FOS informed me that the wait time to be allocated an Ombudsman is now 6 months.
Sara (Debt Camel) says
You commented before that your adjudicator was looking in detail at your expenses and you were really worried that the adjudicator wasn’t taking into account your other payday loans. You went back to the adjudicator with some more points and the adjudicator decided to uphold the complaint. I don’t know if this was for your Wonga complaint, but I think you had the same adjudicator for all your complaints?
This sounds like a thorough investigation to me. This makes it a lot less likely that there is anything to worry about here.
The Ombudsman makes their own assessment, but the general approach of an Ombudsman is the same as of an adjudicator.
The Ombudsman will take into account what Wonga has said, but the chance of Wonga having found a brand new way to challenge the normal approach of the FOS to these cases seems to me to be very small. I understand it sounds alarming, but I don’t think there is a real cause for concern here.
Jess says
Hi guys just an update on my complaints to 3 companies
Wonga made almost a full offer after going to adjudicator and I emailed them the next day asking about how long the money would take to appear, I got no reply but it appeared within 2 days!
LendingStream only upheld 11 of the 22 that the adjudicator has suggested so it went to ombudsman. It was only in the queue for about 6 weeks before the ombudsman upheld the 22 loans fully, I’m now waiting for an email from lendingstream regarding the amount of this and how long it will take for payment.
Finally MyJar upheld the adjudicators decision in full and will be wiping my current loan and giving me the rest as a refund.
I’m extremely happy that I found this site and thank Sara and everyone else for all of the advice. Also goes to show that the ombudsman doesn’t always take 6 months, mine was handled a lot quicker and very efficiently without me chasing them up at all about it. So don’t give up and go for anything less if the company makes you a lowball offer, waiting it out is very worth it in the end!
Lee says
I had my final response yesterday from Wonga. The current wait from my initial compliant to Wonga was 7 weeks exactly.
I had calculated £2559 interest and with the 8% it would of been around £3045.
However I worked this out from bank statements alone. As I hadn’t requested statement of accounts. Hence why I calculated 121 times I had borrowed from Wonga (but this included top ups)
They upheld my compliant but offered £2019 and a further 8% making the total offer of £2483 – About £570 less than I thought. Told Sara on here. Phoned them up to ask why not the £3045 I calculated thinking I’ll try and squeeze a little more say £2,800 and accept without need to go to financial ombudsman.
They advised me I had had 52 loans in total (all loans not mentioned in final response) – 22 deemed unaffordable as stated in final response from then hence their offer on only 22 loans. So this left me very confused, requested they send me all my statement of accounts now to cross check with my initial calculations before I accept anything.
I currently believe I have somehow calculated massively out, as 30 loans deemed affordable can’t amount to just £570 difference. When the 22 deemed unaffordable with 8% applied resulted in my £2,483.
So I was really happy until the phone call, but not sure now what true figure is until I check.
Think I’ll be trying a counter offer when I’ve got this additional information at my disposal. Will keep you posted.
vickie9 says
So my adjudicator has upheld my complaint against Payday UK/Instant Cash Loans from Loans 2-28. They have given the Payday company until 18th August to respond. According to my own records I’m expecting £5827.92 before the 8% is added on. I took the first loan out in Nov 2010 and then the last one in October 2016. Can anyone tell me how much tax will be deducted from this?
Sara (Debt Camel) says
Tax is only on the 8% extra. It’s hard to guess what that will be – if the later loans were a lot larger, it could be less. Somewhere in the 20-30% region probably, so 1000- 2000 ish. Tax deducted will be 20% of that, so 200-400. If this is your only claim in this tax year you will be able to get a refund of £200 from HMRC.
Shellbell says
What are peoples experiences with Payday Express, Sunny and Quickquid when the adjudicator upholds complaints? They have until weds to respond.
lorr says
QQ paid mine out with 10 days. Good luck x
Andy says
Hi all , cancelled cpa and told couldn’t pay in full each month and received this , anyone dealt with them to give next step advice safetyNet Credit granted you a forbearance period of 30 days to allow you time to get your affairs in order and propose a plan to address your outstanding liability – we’d like to remind you that this period will end in a week’s time.
We want to help you reach an affordable solution that suits your circumstances, so please email us at your earliest convenience – we are open between 8am and 7pm Monday to Friday and from 9am to 5pm on Saturdays.
If we do not receive any contact from you within the next 7 days your account will revert back to the terms of the original agreement, which means we may seek to recover the debt – we will email you a reminder a week before this happens.
Sara (Debt Camel) says
Tell them you have cancelled the CPA. Offer an amount you feel you can afford without borrowing any more and say you will pay this by standing order, not DD or CPA.
Stephen says
So i’ve contacted 6-7 payday loan companys that i started to use since last september, with a summary of loans i borrowed. Themoneyshop point blank refused this as i do not owe them any money. Lending stream have asked for a £10 check or something, and Wonga just sent a auto response regarding this. Still awaiting reply from Satsuma, Hitachi, QuickQuid , PiggyBank. Question, in all my emails i have clearly stated that i expect a final response regarding unaffordable loans within a grace period of 8 weeks, if in 8 weeks time they do not accept this, or have not responded can i still take my case to an ombudsman?
Also how would i contact a adjudicator and does this have to be 8 weeks before i contact them too?
My loan totals are approx 15-25k with interest proberbly being around 5. the basic story is i was going from loan to loan, applying for one to pay another one off (because they put interest as soon as you recieve the loan, and dont wait 24 hours before putting interest on a loan, hence non affordable). This racked up a juicy 10.7k debt that i now currently owe (most with Hitachi as i took out a long term loan to pay off all my debts and loans , which didnt help as i still found myself borrowing after).
Any help would be awesome, and Sara please keep up the hard work :)
Sara (Debt Camel) says
Yes, go to the Ombudsman after 8 weeks if they haven’t replied. If they give you a Final Response earlier, then you can go at that point.
“An adjudicator” is the job title of the person at the Ombudsman who looks at your case at the start. your case only goes to “an Ombudsman” if either you or the lender disagrees with the adjudicator’s decision.
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.
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.
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?
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.
Vijay says
D,
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).
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!
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.
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.
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.
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
Linda says
Acee,
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.
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.
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.
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 …
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!)
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.
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
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.
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.
Shannon says
Sara, 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.
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.
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.
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!
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,
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.
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
Anon37 says
Got my SOA within 2 weeks of requesting
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
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
Neil,
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.