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?
Debbie says
Hi ho hi ho ….. it’s off to the ombudsman I go!
Shocking response from Lending Stream!
28 loans over the last 26 months totalling £6270 +interest of approx £5500 =O
And they respond as follows:
We understand that you are not happy with our previous resolution, however, we confirm that all necessary checks were executed at the time of your applications and your loan was approved only after it cleared our affordability analysis. Below is the explanation for the concerns raised:
Credit score: the score was confirmed to be above 558 and you were approved only for the amount you were eligible for.
Having said the above, we believe that Lending Stream has behaved responsibly in approving your loans and has dealt with them fairly.
Resolution:
However, we would like to confirm that Lending Stream would never retreat in extending our support, whenever required, hence, we offer to close the loan account 3471404 without any further payments. Also, for the loan accounts 3524315, 3567030, 3571618 and 3621793, we offer to waive all the interest and charges incurred and accept the remaining principal amount of £475.92 (Amount Borrowed – Amount Paid).
We find it worth mentioning that the reduced balance (£193.20) can be paid in a full one time payment or in an affordable payment arrangement.
We consider this as our final response to this matter.
Jerks!
Ct55 says
I sent my complaint off to PAYDAYUK 7 weeks ago. I happened to just go and log in today to my account as I still have some outstanding balance owing to them. My account won’t let me log in. All very strange.
Also, still waiting on my QQ payout and receiving almost a text/email a day advising if I need a new loan I can get 10% off my first payment. (Incidentally how many working days are people waiting until payment rec’d?)
I despair!
Harry iqbal says
Hi guys stuck on quick quid I total took out 6 loans between sept 2012 and June 2013 and I pof in total around £1600 in interest just now they said they offer me the interest for 2 of my 6 loans which is the final offer of £887.49 they do not mention the 8% like wonga did and I am sure I read some people say QQ add it to your bank account but spoke to lady she said this is all I receive can someone help will appreciate it
Sara (Debt Camel) says
They won’t add 8% unless it is an Ombudsman award, I know someone said they do when they payout but I think that was a misunderstanding.
So 887 isn’t a terrible offer but it’s not that good. Yiu could reasonably expect to get several hundred more, perhaps even twice as much from the FOS.
Aston Hunter says
Hi Everyone]
Came across this website, and nice to see so many helpful people helping each other get justice.
I had about £20k in loans over 18 months between about 7 companies, I have emailed all of them last week and all but one have come back notifying me that they are looking into the case, will chase the other one in the morning.
I just wanted to ask some advice, I was in a bad time in my life during my payday loans, and feel I’m on a better path now, one of the bad things at that time was a gambling addiction that I had, which of course is plastered all over my bank statements, that one of the lenders has now asked me for.
Will this affect my case?
I was also going to ask about needing to send the requested info to Quick Quid but saw in the comments this isn’t necessary (think they should have asked for this at the time of lending!)
Be interesting to see what they come back with, both Wonga and Quick quid allowed me to borrow between them each month more than my monthly salary and allow me to roll them every month for over 18 months, which is just wrong.
Really feel for some still stuck in the payday loan trap, and hope they get the justice they deserve.
Sara (Debt Camel) says
Many people have won complaints with the Ombudsman with lots of gambling on their bank statements. See https://debtcamel.co.uk/gambling-payday-loan-refunds/ for some examples. Good luck!
Lou says
Two quick questions and advice would be much appreciated. If you have more than one complaint against PDL companies do you have to send bank statements to all adjudicators? And I had an email yesterday from my adjudicator for wage day advance. He wanted my savings account because I was putting money in there but it was only so SNC didn’t take extra money as I was already struggling. Do you think he will understand why I did it?
Sara (Debt Camel) says
Your bank statements can be shared among adjudicators so you just send them once.
Yes, hand over your savings account statement and explain why you were using it. If they just show money going in and out, it shouldn’t be a problem. If you were building up a large pot of savings, that may well be a problem as you could have used them to repay SNC.
Darren says
Wait till you hear about this one.
I sent off all my complaints end of March and kept note of each complaint regarding dates etc.
I sent a paydayUK complaint off and when I was updating my notes on Monday seen I hadn’t had anything back from them – 6 months later!
So I emailed them and within an hour had a final response offering all interest back plus the 8% which I accepted and it hit my account this morning! Would be amazing if they were all as quick as that to start :)
Maggie says
Hi Darren, great news and we’ll done. Can i ask if they emailed you with the amount of refund when they made you the offer on Monday or whether that came through today? Just curious as i’ve sent my acceptance to them today and confirmed it arrived but they havn’t provided the figures.
Tia and all the best :-D
Sam Butler says
Hi Sara,
This is an excellent article, thank you so much.
I have made complaints to QuickQuid, Sunny and of course Wonga, after near-monthly repeat borrowing for nearly 4 years, but waiting to hear from them all; though only on Monday so very early days yet.
I fell into a debt spiral stemming from PDL that started when I was 18 and culminated in me having to finally give in, suck up pride and enter debt management last year.
These lenders literally limit your life for the sake of a week’s extra cash and I would never borrow, or insist that anybody borrows without good need, again. I’m paying the price for it but I only hope that a good outcome here will at least cushion the thump. However, my lesson has been truly learnt.
I am intrigued by the mention of 118118. I ended up taking a personal loan from them in desperation to clear some payday loans in 2014 and they were the only lender that would actually accommodate. My credit report was poor but they still went ahead, charging me 99% interest (!). Low and behold I ended up borrowing again in 2016 as a last gasp, just before I entered a DMP and they again accepted, even though my CR was trash at this point. I am now repaying them through StepChange.
Have there been many successful claims against them? I would be interested in knowing if I’d have a case to push something their way as well if so.
Thanks
Sam
Sara (Debt Camel) says
Yes there have been successful claims against 118 … especially where credit record was poor and borrowed again from them. the usual remedy is to remove interest from you outstanding balance.
gillian says
hi just to say thank you again i signed my acceptence form for refund from quick quid on monday and sent it to my adjudicater by email just recieved email off quickquid to say they have processed it and refund will be in bank in a hour just checked bank it there now so that was quick i was expecting to wait the full 28 working days ty again sara that is over 6 thousand pound better off i am now debt free
timescales: first sent it to adjudicater in feb 2017
got picked up about april
found in my favour june
quickquid disagreed so it was waiting for ombudsman then they changed their mind after 8 weeks and agreed to total refund paid out within 3 days of me signing acceptance form
So they offered me nothing to begin with and ended up with over 6ooo pound back
Michael says
Has anyone had any issues receiving their refund payment from Lending Stream. Agree refund with them and they have stated
“We would like to inform you that we have initiated the refund of £x towards your bank account ending with “xxx” you may expect the funds in 7 to 10 business days. Incase of any discrepancies, please let us know.”
10 Business days has now passed and no money has arrived, and they have now gone quiet over email.
Sara (Debt Camel) says
Send it directly to the Ombudsman as a case and tell LS you have done this.
Michael says
Hi Thanks for the help.
Called Lending Stream… They claimed there was a “technical issue”, and they would process the refund in another 7 to 10 business days. Told them this was unreasonable. And have Sent to the Ombudsman.
keith says
Hi Sara / Everyone,
advice 247mb claim is up for 8week mark tomorrow not had any updates ive tried ringing emailing nothing back. any advice
also I accepted wognas offer full settlement on Friday how long do they take to pay out?
Sara (Debt Camel) says
Send the 247 Moneybox complaint to the Ombudsman tomorrow if they don’t reply or it’s too low.
Wonga normally take c 14 working days to pay out.
Scott says
If you have defaulted with the accounts in question and still owe money to them, this would be classed as acknowledging the debt and therefore resetting the Statue Barred clock?
2 With QQ Outstanding – £174
1 With MyJar Outstanding – £218
Need to query a Lending Stream one as there’s a closed account for £335, and a open one for £1000. But logging onto lending stream it only shows the £335 loan so ive no idea where the £1000 has come from.
I had a email from Wonga a few years back saying i didn’t have to pay them back and there settled on my report so not much point in chasing that.
6 years pass in June next year.
Sara (Debt Camel) says
June next year is quite a long way away… if you are hoping the loans will become statute barred you may be out of luck with the loans being sold and a debt collector starting court action with only a few months to go.
if you had borrowed a lot from this lender before the defaulted loan, then you have a good complaint and it’s probably worth complaining asap. Any refund will clear the outstanding balance, clear your credit file and remove any chance of court action.
You could wait until you get a Letter Before Action see https://debtcamel.co.uk/letter-before-claim-ccj/ and then complain but by waiting the previous loans become over 6 years old and that makes the complaint harder.
michellew says
Just received a response from Ramsdens, cash checking. It was 6 weeks into their 8 weeks allowed saying that as I paid on time and did not contact them to say I was having difficulty and paid the loans off okay they do not think they lent irresponsibly. So I have responded by sending 2 bank statements over the period I took out these loans to show other payday loan lending and that each month I was in my overdraft , and also explained that I did not miss a payment as I was scared they would withdraw their services and I needed to reborrow, also I paid back as that time I was hoping to re-finance, until I was informed they had withdrawn that service (which left me having to take out further pdl to cover this). I also stated that using their service continuously over a 3 year period should show that I had become dependent on them.
So heres hoping they take this into account and come back in my favour.
Sara (Debt Camel) says
Here’s hoping, but it’s a good case so if they don’t, send it straight to the Ombudsman
James says
What if you falsified incomings and expenditures so that the loan would be agreed
Sara (Debt Camel) says
If you only had one loan, then this makes is MUCH less likely you can win a complaint. But if you borrowed month after month from the lender, they should have realised you were in trouble, whatever your loan application said. Read https://debtcamel.co.uk/payday-lender-says-lied/ for more about this situation.
Daniel Hughes says
Hi Debt Camel. I have only just become aware that I may be able to claim. My payday loans where 7 years ago across two addresses. I cannot remember all of the providers I had as I was borrowing from one to pay the other. How would I be able to find this information please?
Sara (Debt Camel) says
Your old emails or bank statements are the best hope. Loans that old will have gone from your credit record.
Harry iqbal says
End of a cycle now am stuck what to do is the questions here’s an update
Accepted first
Quick quid a £887
Wonga £2519
Mr lender £657
Piggy bank £350
Peachy £458
Response funding £237
My jar reduce to just principle only had 3 loans
Now do I go to the FOS
PaYday express 8 loans
Sunny 35 loans
Uncle buck 8 loans
Lending stream 36 loans offered £272 over 4K interest
My biggest issue was big gambling house on rent and lender didn’t know and on top never declared the tax what to do be happy and run or chase I must say now am debt free and glad won’t be lending any more of these evil pay day companies
Sara (Debt Camel) says
Not sure why you wouldn’t continue? Loads of people have got good refunds from the Ombudsman with loads of gambling showing on their bank statements. See examples here of Ombudsman decisions: https://debtcamel.co.uk/gambling-payday-loan-refunds/
The tax issue is very minor. How many of your payouts to date have actually had 8% extra added? Because this is the only bit that is taxable. And if you do owe tax, then you may be found out anyway and still have to pay it – going to the ombudsman won’t affect this at all.
Jude says
Has anyone had any dealings with 247 Moneybox?
They seemed to be ignoring my requests for information, and its approaching the 56 days mark.
Sara (Debt Camel) says
yes they are very difficult. Just send the whole case to the Ombudsman at 8 weeks.
keith says
yes 247mb are VERY VERY bad at replying updating etc my complaint 8 weeks was up yesterday with no reply since week 1 saying received complaint will be back in contact – but nope they haven’t, even theo I tried ringing emailing for updates
Andy says
Hi
Sorry if this is the wrong place to ask this question but do unaffordable / irresponsible lending complaints apply to loan companies as well? I previously took out a loan with 118 118 Money and then eight months later topped it up (and more) before paying it off early, by taking out a loan from elsewhere at a cheaper APR. At the time of both of my applications I was taking out payday loans, incurring high charges on my bank account each month for being over my agreed overdraft limit most times and I also received a number of default notices relating to two credit cards for either missing payments or going over m credit limit. I believe I would have a case to put forward, and I have seen one or two references to 118 118 Money on this site, but before I pull a complaint together I thought I would ask the question on here.
Thanks in advance
Andy
Sara (Debt Camel) says
The affordability rules are the same for almost all types of credit. Mortgages are a bit different. As is pawn broking. Quite a few people have had refunds from 118 money.
Sarah says
Hi Sara
Quick question when calculating QQ refund I’ve got the principle amount, charge for the loan and charges … do they refund the charge/fee for the loan or just the interest on the principal amount?
Shem says
Hi Sarah
I’m not sure what charges and fees you are referring to as in my experience of QQ the cost is just the Loan amount and interest …do you mean late payment charges and fees?
In any case I would simply work out the difference between the total of what you actually borrowed and total of what you actually repaid (including any fees) the rationale being they shouldn’t of lent you this money in the first place and if they hadn’t there wouldn’t be any interest or fees to pay so this is what you are essentially asking to be redressed.
You can then also ask for this to be refunded with the recommended 8% which they should then work out
You can work out an estimate to include the 8% but it can can be tricky as it’s calculated per year for each redressed loan so if you’ve borrowed over 4 years the interest on loan one would be different to the mostvrecent ones even on same amounts borrowed.
Hope that helps
Shem
Shannon says
Yes they should refund fees and interest.
Nick says
Just had £1800 land in my account from pde. That was 4 loans and interest. Great start to the weekend… That’s added to the £5800 from capfin and not counting the £1300 that’s arriving any day from qq…. Just payday UK and wonga to go now… So grateful to this website…x
Heather says
I got a reply from MyJar to say they are refunding interest and charges on 4 of my 8 loans, as they deemed only 4 were unaffordable but when I asked which 4 they didn’t give me a reply (they just sent the same email again to me). The total interest paid was £687 but they are only offering £355 of a refund, should I keep on with getting a full refund from them or go to the FOS?
Sara (Debt Camel) says
how large were each of the 6 loans? do you agree that you paid 687 interest on them all?
Heather says
I had 8 loans in total
£100.00
£100.00
£100.00
£100.00
£100.00
£375.00
£100.00
£275.00
I got a reply from them saying they are refunding the interest on loans 4, 5, 7 & 8 as “After reviewing the circumstances when the loans were made we have come to the conclusion that some of the loans may have been unaffordable for you.”
I don’t know why the other loans weren’t included, especially loan 6 as this was the largest loan (£375 with £205 paid in interest) . I emailed back questioning this decision so I have to wait until they call or email me back.
Sara (Debt Camel) says
Ok, an offer for 4-8 would be fine, but leaving out the largest loan isn’t!
PJ says
Hello all,
I’m coming to the end of a chunk of claims and thanks so much for the help from this site! Just a quick question. Wonga didn’t agree with my adjudicator who assessed that 47 out of 52 loans should be refunded. They’ve offered me 24 out of 52 and only ones where the total amount repaid was over £1000. I’ve declined today saying the amount repaid is irrelevant to the affordability of the loan. Do they normally renegotiate at this point or just wait for the Ombudsman?
Thanks
Sara (Debt Camel) says
It’s possible, but Wonga aren’t a firm that often makes larger offers from this point. You are quite right that setting an absolute number such as £1000 isn’t a good way to assess affordability.
From here most similar cases (not over 6 years) usually take 2-4 months. Good Luck!
PJ says
Thanks Sara. Time to sit it out then I guess!
I’ve had six with the FOS and all but one have paid out with the adjudicator finding in my favour. It has really been the defining moment of the last decade that I finally feel in control of my finances – and am in the fortunate position to actually wait for the Ombudsman as a result. I’d highly recommend anyone out there to believe in the process and steady your nerve. It’s really worth it in the end.
The Hitman says
Hi all,
I’ve just received a final settlement from Sunny for 1216 via the FO, I still have a balance of 1300, but sunny have asked for my bank details to make the refund. Does this mean they’ll write off the amount owing?
I tried asking clarity from the FO, but he’s gone for the weekend.
Sara (Debt Camel) says
Do you know exactly what they offering? What would be normal is “a refund on loans x,y and z” and one of those loans will be the last defaulted loan. At that point the balance on the last loan is reduced to the amount you borrowed LESS any payments you have made to Sunny (or to a debt collector?) – do you know what that would be?
The Hitman says
Hi Sara, pls see email from FO
Following our involvement, Sunny have responded to explain that they have agreed with my opinion and made an offer in full and final settlement of the complaint.
This totals £1274.15. The breakdown is attached. This includes;
· A refund of the fees and interest of the loans totalling £1140.37.
· Additional 8% p.a. simple interest less basic rate income tax to the refund – £133.78
· Removal of all adverse information on this loan from your credit file
If you wish to accept this offer in full and final settlement of the complaint, could you please provide me the bank details (bank name, account name, account number and sort code) you would like the refund to be made to?
The Hitman says
I didn’t receive a copy of what the FO suggested, so kind of in the dark
Sara (Debt Camel) says
I suggest you reply asking for a copy of the adjudicator’s opinion as you haven’t seen it. It’s better to take a few more days now and be sure everything is correct…
Dave says
So adjudicator has ruled loan 1 and 4-19 unaffordable on my sunny complaint.
Worked out thats around 3k!!! Let’s see what they come back with.
Accepted £300-£400 less off wonga back in august to avoid the ombudsman queue but quite happy to wait the 3-4months if sunny aren’t near enough what I’m owed!!
Mark says
Hi,
Well after me submitting my QQ complaint to FOS exactly a week ago, it has today been picked up by an adjudicator, couldn’t believe it, I was expecting a long wait.
They have just asked for a little more information at the moment which isn’t a problem.
What I need some advice regarding is at the same time I submitted my QQ complaint I also submitted a complaint for Wonga, should I mention I also have this complaint submitted or just wait until that one is picked up at some point?
It would be good if the same adjudicator dealt with both my complaints.
Thanks
Mark
Sara (Debt Camel) says
You can ask if the adjudicator can also pick up the Wonga case.
Mark says
Thankyou Sara,
I’ll mention it in my Email back regarding the extra information they require for QQ.
Regards
Mark
Lisa says
Hi Mark
Are you sure it was picked up by an adjudicator? Its standard that after a week or so you have an email advising that the FOS has written to the business, and asking you for bank statements, credit files etc. I had those emails too about a month ago, however, I am still expecting to wait another 2 – 4 weeks to be picked up by an adjudicator who will start actively looking at my case
Mark says
Hi,
Mmmm, not sure now, thought it was a bit quick, the Email stated my case was now being looked into.
I only Emailed them back yesterday so I’ll have to see what the send back to me.
Kind regards
Mark
AK says
Mark,
I also was asked for statements etc just one week after raising a complaint against Lending Stream. I received a letter from FOS by post. I agree with Lisa it looks like a letter from Customer services. It doesn’t mention anywhere adjudicator’s name.
Mark says
Hi guys,
After what you all have said it does sound like a standard Customer Service Email , however I have just come out of work to a voicemail from I presume the Customer service team informing me that both my Wonga and QQ complaints are indeed now with an adjudicator and they will be in touch soon to introduce themselves and gather any more information they may need from me.
If that is the case then I’m chuffed it happened so quickly, if not then there’s no rush.
I did however send them pretty much everything they would need except a credit report in my initial complaint.
Kind regards
Mark
Vijay says
I am still having problems with Quick Quid. The Ombudsman (and before her, the Adjudicator) both ruled in my favour that the loan was unaffordable. QQ was instructed to buy the loan back from the 3rd party debt collector (PRA) and remove the negative information about the loan from my credit file. In the end, there was a £113 balance owed to QQ (I just learned this the other day). The account is closed.
I check my credit report today and I see that the PRA entry is removed, but QQ has added a new entry on my file, stating that the balance on the Open Account is £113 and also that is OVERDUE by (2) payments
I can’t believe this is happening. The Ombudsman was very specific about the negative information on this loan being removed so why would QQ add a new entry and also say it is Overdue by two payments?
It’s been 4+ weeks since the settlement, and the Adjudicator said he was communicating with QQ but did not have any information yet to share on the position of my complaint. Is this common? Why is this loan added to my file with additional bad information? Thanks for the help.
Sara (Debt Camel) says
It’s very rare to have problems after an Ombudsman decision like this. I assume you agree you owe £113? I’m guessing here, but if you haven’t yet paid that, then the loan has been added because you owe the money, but it shouldn’t be marked as late.
Vijay says
Nothing but problems with this! I did not agree I owed £113. I only found out that I supposedly owed them something after the settlement. Prior to the settlement, the Ombudsman does not give the numbers/amounts.
The loan went from QQ to PRA group at £501 (£300 principle and then £201 fees). I paid off £170 to PRA (the total was £501), then the Ombudsman decision, then QQ bought the debt back and they said they: Refunded interest and charges £170, Interest at 8% simple £16.95, 20% tax withholding on interest £3.39
We deducted the outstanding Principal balance of £300.00
Amount Owed to QuickQuid £113.05.
In addition, loan number 2929292 has been deleted from your credit file. Please allow 30-45 days to see the amendment. Your account will remain at a balance of £113.05. We are now closing your complaint.
So this loan wasn’t deleted—it became a new entry, owned by QQ now, and with a £113 balance (which I am disputing). And they marked it as OVERDUE.
If I just found out about the amount owed, I cannot be late by two payments (esp. since I have been trying to work this out in emails and calls that go unanswered or ignored–even the Adjudicator is having problems). QQ is the worst!
KAREN says
Hi Sara payday express have made me an offer on loans over 6 years. But I don’t understand
I’might getting in touch to let you know that Payday Express have been in touch to let us know they wish to make you an offer. From the information I’ve seen, it appears you took twelve loans with Payday Express. They’ve told us they wish to offer a refund on the interest and any charges that you paid in association with loan three and onwards. Payday Express will refund any interest and fees you’ve paid for loan three, which they’ll pay back with 8% statutory interest. .
Sara (Debt Camel) says
That is a bit oddly worded. I am guessing that the last sentence has some words missed out and it should read “any interest and fees for loans 3-12, which they will pay back with 8% statutory interest.”
If I am right, it’s a pretty good offer :) The 8% is per year, so on these older loans it will often be 50% or more on top.
I suggest you go back to your adjudicator and ask if this was what was meant.
Lee says
Hi
Need help with 247 Moneybox.
21st July – Sent initial complaint (24 loans over 21 months, £3805 total borrowed, £648 interest paid on total borrowed)
27th July – Email received offered to wipe the outstanding balance on the final loan of £232 (not the £648 interest plus 8% requested). Counter offered stating would accept write off but wanted a further £250 credited to my account plus loans removed from credit file. In meantime agreed on phone to make reduced payments of £25, whilst complaint being investigated.
8 Weeks then up – No response to counter offer.
8th September – Email received from their collections team – notice of intention to submit default to my credit file. Not been taking my £25 payment plan that I had setup. Demanding the £232 is now immediately paid.
12th September – Emailed them explaining situation with counter offer again. Asking for response.
1st October – Return from holiday – no response. Phone them speak to advisor after 30 minute wait can’t talk to anyone from collections or supervisor to get resolved told they will pass my details on. Still no response.
What should I do?
Shem says
Hi Lee
I’m not the expert and I’m sure Sara will correct anything if needed but I have had some success with 247 MB so here is my thoughts
Did their offer state it was a final response? If so they aren’t likely to engage in negotiation, I’d go straight to the ombudsman and I’d also email them to ask for the account to be frozen and collection activity to stop whilst the complaint is investigated – if they don’t respond you at least have dated evidence of your request. (If it helps I always reply stating URGENT FAO and then the name of their team member who emailed me) to make it harder for them to ignore it as assigned personal accountability)
Also they may have just added the default to your account record but if applied to your credit file be sure to ask this to be removed as well as the refund of interest as part of your complaint.
Shem x
Sara (Debt Camel) says
They don’t usually negotiate so you can forget about the counter offer Send it to the Ombudsman and also add a paragraph about how slow and difficult they have been to deal with and how they have not been taking the money you have offered.
I wouldn’t worry too much about the default or the demand for immediate payment. This will all get sorted as part if your complaint.
stu says
Well Lending stream have amazed me this week, had many loans culminating in having five running all together over a grand owed. Had a dozen previously too, they offered to close most and pay £76.60 to clear all accounts this seemed to me reasonable, So accepted and paid some other bills I was struggling with, however today they withdrew the offer saying the made an error and now must pay over £450 to clear the accounts. Plus as now have to report a payment plan to credit agencies!
I made several financial decisions based on the original response and now have an issue with this decision. If admitted by them the loans were unaffordable how can they still report them rather than collect and remove the loans from credit report as they agreed they should not have been given? Have offered £50 a month in the interim.
Sara (Debt Camel) says
You should send the whole case to the Ombudsman. Point out that you have made other financial arrangements based on their offer – it will help if you can include some evidence of those.
BUT if yiu can give some numbers, it would be good to look at how good their original offer actually was. If it was poor, you may want to say to the Ombudsman that you want them to look at the whole case as you don’t want to accept the original offer.
I know you think the offer was good, but let’s see, because it’s easy when the are outstanding balances to get this wrong.
So, Do you know what interest you paid on the ( 7?) loans from them that you repaid? The five currently running, how much did you borrow (not how much is the current balance) and how much have you paid to these 5 loans?
KAREN says
Basically I took out 12 loans. They say the first two loans were affordable. And they are offering to refund from the third loans onwards.
The thing is the letter is a bit confusing.
——————————————————–
I’m getting in touch to let you know that Payday Express have been in touch to let us know they wish to make you an offer. From the information I’ve seen, it appears you took twelve loans with Payday Express. They’ve told us they wish to offer a refund on the interest and any charges that you paid in association with loan three and onwards. They’ve said that this offer also includes 8% statutory interest and the removal of any negative information from your credit file associated with this loan.
Payday Express has said there offer does not include loans one and two. Having reviewed the information I have for loan one, I can see that it was for the principle amount of £160 and they’ve recorded your income as £1,300. Considering this information, I don’t think Payday Express would’ve been promoted to request more information about your circumstances. So, I think the checks they carried out went far enough. When loan two was taken, I also think the checks Payday Express carried out went far enough. Loan two was taken out around two years after your first loan was settled. I can see that the repayment amount for loan two was also for the principle amount of £160 and they’ve recorded your income as £1,300. So, having considered what I know about the repayment amount and your income at this time, I also don’t think Payday Express should’ve done more to determine if they should’ve given you this loan. about your offer Payday Express will refund any interest and fees you’ve paid for loan three, which they’ll pay back with 8% statutory interest. The 8% statutory interest part is taxable – but if you have any questions about this, you can get in touch with HMRC on
Sara (Debt Camel) says
It sounds as though your adjudicator agrees that loans 1 & 2 were affordable. And that there will be refund from loan 3 onwards, so 3-12. I too think this is a good offer.
The only thing that looks wrong is the sentence “about your offer Payday Express will refund any interest and fees you’ve paid for loan three, which they’ll pay back with 8% statutory interest.” I think this is a simple typo and should read “for loan three onwards”.
KAREN says
OK thanks Sarah. Much appreciated.
But it is good result because payday express is now refunded on loans older then 6 years old.
In total I have been waiting for 12 months.
Wonga are still not budging and my complaints is now over year. But fingers crossed there may be a resolution soon.
Ruby says
Hi All
Just want to say thank you to Sara and everyone else on this site for all the advice provided. I put my complaints through in February 2017, the results of which were:
Wonga refused – refund agreed at Adjudicator stage
Credit union refused – unsuccessful at Ombudsman stage
Lending Stream refused – unsuccessful at Ombudsman stage.
Opos (mini credit) refused – unsuccessful at FOS due to this being a minicredit complaint, however Opos agreed with Adjudicator to clear the balance due to unfair charges.
Lowell (acting on behalf of Shopacheck) cleared the balance outstanding
Studio24 catalogue refused – unsuccessful at Ombudsman stage
Mr Lender cleared the outstanding balance.
Quid.co.uk cleared the outstanding balance.
Provident refused – Adjudicator’s decision that Provident should remove the interest on outstanding amount and refund to me any other amount to include 8% interest. Based on 6 out of 11 loans. Waiting for Provident to respond.
Instant Cash Loans (t/a Payday UK and The Money Shop) refused – still waiting for the FOS to make a decision as these are older loans
Quick Quid refused – still waiting due to these being older loans.
Well done to everyone who has been successful and to everyone else still waiting, just keep going, the end results can surely make a difference and it does encourage people like me who after reading all the comments on this site decided to take that initial step. Thank you again and good luck everyone.
Mandy says
Hi Everyone,
Adjudicator agreed in my favour that Sunny, Satsuma, Uncle Buck, PDUK, Wonga and Mr Lender should all refund interest however all the adjudicators deadlines have past. Does anyone know how long I can expect to wait for a response from any of the above lenders?
Sara (Debt Camel) says
Some will reply whilst it is sitting in the Ombudsman queue. But it’s very much case by case.
Paul says
Hi Sara
What’s the deal with loans that are repaid over a few months? I had 6 loans with uncle buck that were payday loans payable on next pay day but then another two loans that were payable over 3 equal payments.
Uncle Buck are trying to remove them from the equation and only offer me interest + 8% on last 3 payday loans as they say they should have realised I was becoming dependant in payday loans.
Interested in your thoughts on this.
John Smith says
Hi Sara,
So back in May 2017 I made a complaint to PayDayUK about the payday loans I had with themselves, in June 2017 I received a email from them saying that they are unable to uphold your complaint in full on this occasion. However it appears that upon completing your loan deposits between 27 November 2012 to 28 February 2014 there were no further checks done. I am willing to offer you a restitution payment of £1981.90.
So I instantly accepted the offer as I did not expect to get anything back, however I am now seeing on this forum that the financial ombudsman are looking at loans taken over 6 years old? Because I accepted this early offer and not going to the financial ombudsman, do I have a case putting this to the financial ombudsman for the older claims or do I have to take it on the chin.
Thanks
Sara (Debt Camel) says
Did they refuse to consider the loans that were over 6 years old? Or did they say nothing about the older loans and just offered a refund on some others?
John Smith says
They said nothing about the older loans, so I wasn’t aware about this but I took a load of loans older than 6 years, I reckon I must have taken about £8k overall.
Sara (Debt Camel) says
Then sorry, I don’t think yiu have a good case to ask them to look at the older loans. If they had refused to saying they were too old, then you could object because you were misled. But you weren’t, you were just offered an amount in final settlement of your whole case which you accepted and now you think you should have gone to the FOS. The 6 year issue seems irrelevant.
Link says
Sunny have got back to me regarding my complaint. I had 13 loans that I put in a complaint about. Of those I currently have 4 of those outstanding in a DPP (Similar to a DMP but it’s official through scottish government). Sunny have come back and partially upheld my complaint for 2 of these outstanding loans. They’ve been written off leaving the other 2 loans outstanding. Sunny have asked me to cancel payment to these loans with Stepchange. However I am planning on putting this forward to FOS. Should I instruct Stepchange to cancel my payment for these loans or would that be going through as an acceptance of their offer?
Lisa says
Sunny got back to me on the last day of the 8th week offering me a refund of one loan out of 14 loans. I obviously declined this offer and submitted the complaint to FOS. Before an adjudicator had even taken the complaint in their name, Sunny wrote to them offering me a full refund of all interest paid on every single loan plus the 8% interest etc, which I then accepted and the refund in my bank 2 weeks later.. So you never know Sunny may come back in the mean time and offer the same.
Link says
Thanks, just wondering if I should instruct Stepchange not to contribute funds to the loans they are writing off or if that would be seen as an acceptance of their offer? Obviously don’t want to accept as I will be going to FOS.
Sara (Debt Camel) says
I would just tell Sunny you are rejecting their offer and sending the case to the Ombudsman. Leave StepChange alone at the moment.
Vijay says
I’m just letting the forum know that despite an Ombudsman ruling in my favour, Quick Quid have been very difficult to deal with. The Ombudsman said that after a settlement, it is up to the business to hammer out the credit file/ financial details of the settlement. Ombudsman can only “recommend” a course of action regarding a settlement. If the Ombudsman says “remove negative information” most businesses remove the entire history of the loan (which benefits the consumer) but not all businesses do this. So beware: with Quick Quid you might be stuck trying to communicate with them and they are not responsive/obstructive and then they do whatever you want and it can be impossible to negotiate with them. They do not answer the phone and do not answer emails in a prompt manner. The Ombudsman said that he could only attempt to get us to communicate but could not tell them what to do re: settlement.
Which bring me to my question: after months or years waiting for an Adjudicator or Ombudsman decision, why is there no way to ensure that people are treated fairly in the settlement? The settlement is not spelled out prior to signing the form, and when you do, the business has up to 4 weeks to contact you and potentially longer to deal with the resolution. There is nothing in place to facilitate the decision of the Ombudsman and to ensure a fair resolution.
Lisa says
Quick Quid are terrible! I submitted a complaint to them on 6th May 2017, they came back to me on the 7th week offering a refund of £700 which I declined. I submitted the complaint to the FOS, before the adjudicator had even looked at the complaint Quick Quid came back again offering £3,100 which I again declined as I have worked out they owe me just under £6,000. The adjudicator upheld my complaint and advised QQ should refund me from loan 2-30. QQ have rejected the adjudicators decision and it is now in the que for an ombudsman. I am just praying the ombudsman agrees with the adjudicator.
Despite the negative information not being removed, have QQ refunded you now?
Sara (Debt Camel) says
First you need to ignore the credit record issue and sort out if you do owe them £113 – until that is resolved, it’s impossible to say what your credit record should look like.
Is it correct you only had one loan from QQ which you defaulted on and which was then sold to PRA? If not, how many previous loans did you have and did the ombudsman say to refund any of these?
————————————————————————————–
“If the Ombudsman says “remove negative information” most businesses remove the entire history of the loan (which benefits the consumer) but not all businesses do this.” – actually this is wrong. Removing info about payday loans which were paid on time does not benefit your credit score at all. They only matter to the small number of people who are trying to get a mortgage with payday loans in the last 12 months showing on their records.
“There is nothing in place to facilitate the decision of the Ombudsman and to ensure a fair resolution.” These problems are extremely rare. What is in place works very well for the majority of complaints.
Vijay says
I had one loan, defaulted, sold to PRA, sold back again to QQ, and was told I owed £113. That’s where it is. My credit record was amended to show it is now owned by QQ and that it is overdue by 2 payments (which is not correct).
It was the Adjudicator who said the thing about the negative info being removed and the customer benefitting from this. I’m just repeating what I was told–he said that businesses are told to remove negative info only and it is businesses who make the decisions. Also, the Adjudicator was the one who said there is nothing in place after I sign the agreement accepting the settlement. He can only “recommend” but cannot do anything else.
I appreciate that it works very well for the majority of complaints but that does not diminish that it did not work well at all for me and that QQ have been absolutely dreadful in my case.
Sara (Debt Camel) says
OK but why do you not think you owe the £113 if this was the only loan you had? The figures you gave in the post a few days ago make it look as though the £113 is correct.
“The loan went from QQ to PRA group at £501 (£300 principle and then £201 fees). I paid off £170 to PRA (the total was £501), then the Ombudsman decision, then QQ bought the debt back and they said they: Refunded interest and charges £170, Interest at 8% simple £16.95, 20% tax withholding on interest £3.39
We deducted the outstanding Principal balance of £300.00
Amount Owed to QuickQuid £113.05.”
Pete says
I am struggling to get any communication with qq this is very frustrating and I’m starting to get worried I’ve just had positive feedback from the fos but I’m still waiting for the next stage can anyone draw me any light on this or advise
Sara (Debt Camel) says
sorry, what do you mean by “positive feedback”? Do you mean an adjudicator has decided the case in your favour?
Pete says
Yes the case was in my favour they said that they would ask qq to refund me interest of several loans plus 8% but I’ve still not heard anything and I’ve read people on hear saying qq just point bank refuse any acceptance
Sara (Debt Camel) says
It is not true that QQ refuse all adjudicator decisions. Sometimes they accept them in full. Sometimes they make a lower offer – if you say No and the case goes to the ombudsman queue, sometimes they will then increase their offer, possibly several times and sometimes decide to accept the adjudicator offer after all! Holding out for the lot is usually a good idea :)
At this point it’s normal for QQ to refuse to communicate with you and only go through the adjudicator.
Pete says
Thanks for the advise it really helps so now my adjudicator has put I’m in favour I should just leave it to go right to the ombudsman
Sarah says
Well spoke to the FOS today regarding my QQ (been on hold since June 2016 as older loans) to be told that they are expecting movement – which is better than the update in the June where it was just on hold whilst they checked the files!!!
So anyone waiting hopefully we start to see some cases progressing!! Will update if I hear anything further.
Maureen says
I spoke to them on Friday, mine has been waiting since march 2017 and they didn’t expect any movement this year on the loans over 6 years I hope you are right….although maybe they are working from longest waiting till present, which is only fair. It may well take them until next year to get to mine. They did say the 6 year jurisdiction is looked at on an individual basis. Good luck!
sw says
Mine has been on hold since June 2016 too! Thanks for the update….
Wiggles says
When I the math I decided to forgo my over 6 years loans from QQ, I worked out the most i borrowed was around £700 ish in interest, but the main bulk was within the 6 year period. After doing that i got a response and offer but nothing else so that one is the que for an ombudsman as well with my lending stream one which has been in the queue since Feb 2017.
Joanna says
Hi everyone,
Is anyone waiting for a refund from Lending Stream? Have you had a refund paid to you from Lending Stream?
They said via email that it will be in my account within 10 days, I’m on day 9 and still no sign.
Michael says
I’m on working day 13 and no sign of the refund.
Speaking to them they fobbed it off as a technical issue, and said it will be another 10 days as its in priority order (sounds dodgy to me). They never replied to any emails and i had to call them to get them to acknowledge that they hadnt sent the payment.
Joanna says
I called them on Friday and they said that I will receive it by the end of day 10 no later nor earlier.
I’ll keep a look out on here to see if you finally receive your refund.
Joanna says
Hi Michael
I’m just letting you know that I have received my refund from Lending Stream. But I had to use tactics, so please do the same if you can and you’re still waiting.
The email that they sent you to confirm the refund amount and your bank details, you need to reply to that and ask them why is the refund late. Also, state that you have bills to pay and living costs for your family.
I then received the refund within 45 minutes!
Good Luck
Michael says
Hi Joanna.
Done exactly as you suggested and the money is now sat in my bank.
Many Thanks.
Joanna says
Oh wonderful! It was like getting blood out of a stone. Today was hard work! I’m so glad you finally got your funds.
I have one last loan to settle and that’s my lot.
Sean says
Hi,
Quick question regarding a lender that is no longer trading…..is it possible to have these removed from my credit file (I know highly unlikely, but thought I would as the question)
The company is MyMate/Different Money
MAny thanks
Sean
Sara (Debt Camel) says
Not unless there is a VERY good argument why they are incorrect. Were there defaults on them?
Jess says
Hi – I’d seen this website last week so emailed the ones I remember having about 6 years ago!! Most have acknowledged my emails (used the template from here) and MYJAR got back to me today. I phoned them all and asked when I had my loans and how much I borrowed etc. MYJAR got back to me today (I emailed them on the 5th) I borrowed £100 on 3 separate occasions and they have offered me £140 – should I take this or not?!? Also Qq have asked for bank statement etc but I don’t have these!!! X
Sara (Debt Camel) says
Do you know how much interest you paid on the Myjar loans? £140 may be a good offer, but without the numbers it’s hard to be sure.
You don’t have to send QQ bank statements and payslips if you don’t want. tell them to consider your complaint as it stands and you will give the Ombudsman any further information that is required.
the Ombudsman will want to see bank statements, and if you had several lenders the chances are some of them will go to the Ombudsman… but it’s usually easier than you think to get hold of copies of bank statements even if the account has been closed.
Jess says
Sorry they have offered me£110 not £140. I’m not sure how much interest I paid – shall I email them back and ask?
I’ve emailed quick quid, payday UK, mr lender, mrjar, wonga, 24/7 money box and wageday advance. These are the ones I remember !! I can’t get onto my old email address to check for anymore. All have acknowledged my email of complaint. And taken MYJAR about 4 days to get back to me with an offer. Thanks so much for this website!! Will let you know the outcome for the others. I took them all out about 6 years ago and like others I was borrowing from more to pay back some until the point where with my wage I could only afford to pay the interest and my whole wage was going every month on this and I was left with nothing. Thankfully my mum and grandma kindly paid them all off for me!!! God it was a horrible time looking back :-/ x
Sara (Debt Camel) says
Yes I think you should ask, these aren’t large loans so you won’t get a huge amount back, but I think it’s good to know the numbers before making a decision.
Jess says
Thanks for your reply. I have emailed them to ask. And also emailed QQ back. Will keep everyone updated in how long they all take etc and the outcome. Thanks again !! Much appreciated!!!! X
Harry iqbal says
Hi guys seems like wonga and lending stream are the same they like to hold the money as long as possible and I could be wrong but both seem to have their call centres in India or abroad somewhere having said that I got £2519 from wonga on day 14 and the reason I used was you emailed me to say the money will be 14 days and there fore I told my creditor who I owe money to that I will pay them in 15 days now if I don’t pay my creditor they will charge me and this will result in a another complaint from me for costing Fb me more money and not realeasing my money when you said be nice and calm and explain as if your in trouble it works. Good luck
Joanna says
Hi Harry
How long did you have to wait for your Lending Stream refund to be paid to you? I have been waiting for ages. Did they pay within the correct amount of time?
Wendy says
I’m waiting for my refund from LS as well,they sent me an email this morning telling me I would be getting 5k and I had to confirm my bank account ,the ombusman has given them till 19th oct to pay,so hopefully not much longer to wait,this has been going on since July 2016
Joanna says
They usually send out an email confirming the amount, simple interest and bank details etc.
If you haven’t received the refund by the second last day of their deadline, email them at complaints@lendingstream.co.uk and stress that you need the money for food etc.
Pamela says
Hi Sara, Just an update on my Cheque Centre complaint. On the 22nd October my adjudicator found in my favour over most of my loans with the Cheque Centre, the most important for me being a 12 month loan with interest of £3000. Cheque Centre came back yesterday saying they do not agree with the adjudicator, much to my disappointment. I am aware about the Cheque Centre’s current situation with administration and I have asked my adjudicator if this could be fast tracked given the current situation. She said that in cased of administration of a business it will be given priority.
I did read on here some people have mentioned there is a deadline in December for this company and I also read of some successes with Cheque Centre agreeing at adjudicator stage. I wondered if anyone had any more information on the deadline in particular. I am just starting to panic a bit here that I might just miss the boat. In this case the ombudsman split my loans over 6 years to deal with them first.
Thank you
Sara (Debt Camel) says
I can’t be of any help here. There is no clear indication what the so-called December deadline means or what will happen afterwards.
LG says
Good for your Pamela,
Unfortunately I had a letter from them stating they were not upholding my complaint (although I had 6 loans in 4 months – 2 were top ups !!) and paid the full balance on each one, before taking again more on the same day)
I am no longer with the bank i was with at the time so I need bank statements from my old bank but i will be going to the ombudsman with this one …. how long did it take for you to get an adjudicator decision?
Natalie Williams says
Accepted my offer from Wonga on the 3rd in my bank last night i must be a lucky 1 not waiting 14 working days :) thanks for this site its been amazing and a massive help
Danny says
Hi All,
Just wanted to update you all on a a complaint that I had with Lending Stream. I made my complaint on 11th July and when I made my complaint I was unaware of how many loans that I’d actually had with them, I just sent a very broad email of complaint as per the advice I was given on here. When Lending Stream initially investigated they advised me that they couldn’t see any records of any loans in my name, and were very dismissive. I was positive that I’d had at least 1 loan with them and filtered through years of statements to try and find out. After viewing my statements, I noticed 2 loans that lending stream provided me in 2012. I made Lending Stream aware of these loans, but didn’t hear back from them. To be honest, I’d given up on hearing from Lending Stream, as I’d only had 2 loans with them in the past and I have better claims in process with some of the other payday lenders. So imagine my surprise this morning when I checked my emails and Lending Stream have been in touch offering to refund me on both of my loans in 2012! Interest and charges equal to £650 plus 8% interest!! Absolutely delighted with this result – and shocked!! So my message to everyone out there is not to give up – there’s no harm in making a complaint even if you’ve only had a small number of loans.
Good luck everyone
Danny
Charlotte Gilsenan says
Hi guys, I have a bit of an issue – I have a complaint with an adjudicator for Sunny. I had 23 loans ranging from £50 to £150 each time. Basically the adjudicator has said I could afford these, but I’m saying it is excessive having had 23 loans over a short period and I had too many to count other loans with other payday companies.
The adjudicator is quite insistent that he is right and the complaint won’t be upheld by an ombudsman. Am I right in pushing for this, or do I let it go?
Sara (Debt Camel) says
Adjudicators always say the ombudsman is likely to agree with them… if you think you have a good case, then you have nothing to lose by asking for it to go to the Ombudsman.
Karen says
Hi all
I have just received a offer from payday express for loans over 6 years old.
I am told it may take up to 4 weeks. Is this likely or are they good on delaying payouts
Thanks
Lisa says
Payday Express refunded my payment on the 3rd week, so they are pretty good =)
Acee says
They refunded me in 5 working days got it last Friday.
Heather says
Just got a revised refund offer from MyJar – they included the 6th loan out of 8 loans which had previously excluded, it was the largest loan I had with them and in the middle of the other unaffordable loans. The refund has went up from £355 to £591! Hopefully it wont take long before they send the refund. They have replied quickly to the emails I sent, so they have been good in that respect.
Jess says
I got my refund today from them after an offer yesterday from them. Very fast x
dee4378 says
Hello
Well after 6 weeks I’ve finally received my reply to the irresponsible lending complaint for Wonga who have rejected it. There’s a lot of blurb but basically they’re saying my credit score didn’t show any concern, my wage seemed appropriate for the lending and they acted in good faith. So I’m off to the ombudsman as I don’t think 34 loans in 36 months is responsible, at the very least I thought they’d write off my current balance. What will the FO need me to send?
Has anyone else been rejected by Wonga and then been approved by the Ombudsman?
Thanks
Sara (Debt Camel) says
77% of Wonga cases at the ombudsman are being won. Many of these had Wonga make no offer at all.
The FO will want a copy of your current credit report and your bank statements for the period. Put your complaint in online at https://help.financial-ombudsman.org.uk/help and it prompts you for what to include, asks you if you want communications by email, letter etc.
Charlie says
Just thought that you might all be interested in some responses i have had from Lending Stream. Firstly they tell me in their initial response, that my credit score at the time was 754. Luckily, I have a credit report from that time that shows it was only 533 so they didnt get that right. Secondly, they stated that when i told them about my financial difficulties, they tried to help. I pointed out to them that due to the stress and health problems associated with the issue, I had never told them i was in difficulty. They also told me that it was my responsibility to make sure that i could afford the loans and that by signing the agreement, I indicated i was.
I offered up my concerns and requested that they relook at the complaint. They stuck to thier guns over the credit score (they dont know I have a report from that period from the CRA they say they used. They also changed their point on offering help to now not knowing that I was in trouble. Intersting to say the least. It would seem that they are just sending out prescripted responses to the complaints and getting it badly wrong which can only help my cause now that i have referred it to the FOS. There were other points within their initial response that werent correct either and they failed to acknowledge them in their Final response.
I would be interested to know if you all think that it improves my case or doesnt really change it?
Many thanks
Sara (Debt Camel) says
“It would seem that they are just sending out prescripted responses to the complaints and getting it badly wrong ” you aren’t the first person to say this!
I suggest you send the complaint to the ombudsman. And at the end of it you add a list of errors in what LS have said and ask for additional compensation for the poor way they have handled your complaint.
All the points don’t directly affect your complaint – either the loans were unaffordable or they weren’t. But they do affect the credibility of any remarks Lending Stream makes about your case…
When this is all over (which is likely to be quite a while as LS drag things out as long as possible) you might want to send the FCA, LS’s regulator, an email saying how bad their complaint handling is. this won’t help you but it will be something for the FCA’s authorisation team to look out for.
Stuart says
Hi all
I have around 10 1st Stop Payday Loans Ltd, Loans on my bank statements, 1st stop group have said that’s its not them, can anyone advise if this company still exits or who I need to complain to please.
Kind Regards
Paul Smith says
It is them. 1st stop group had a company which provided payday loans. They recently changed the name of this company to clear recoveries and closed it down. My guess is to attempt to get out of having to refund on payday loan complaints.
Last time I checked clear recoveries were still showing as active on companies house.
I would send clear recoveries a letter of complaint as well as 1st stop group stating what you know. If they reject you send it straight to the ombudsmen and let them decide if what they have done is legal or not.
Stuart says
Hi Paul
The letter I got from 1st stop says that is their final response, should I now send this to the ombudsman do you think?
Many Thanks
Paul Smith says
Yes, if that’s there final response I would send it to the ombudsmen. Explain to them that the website is where you sourced your loans from and is still live, that the director of the 1st stop group is the same director of the 1st stop loan company you took the loans out with and that even the new company which they claim is now closed is showing as active on companies house.
What they have done MAY be perfectly legal and above board. But leave it up for the ombudsmen to decide.
LG says
Hi Stuart,
I got exactly the same today and replied with:
“Hello,
Thank you for your email, although my original loan and all associated communicated was with 1st Stop Group Ltd, there has never been any mention of Clear Recoveries Ltd (I am happy to send you over my documents)
Therefore, based on your Final Response Letter, refusing to deal with a complaint that I can PROVE is your responsibility, I will be contacting the Financial Ombudsman Service, and providing proof of all communications, and paperwork to them. “
LG says
Hi Everyone,
I need your help…… I put in a complaint with 1st Stop for irresponsible lending ( I have a CCJ for the amount i still owe) but i have been sent a Final Response letter stating that they are no longer trading and therefore they cannot consider my complaint (although this is from the 1st Stop Group, registered at the same address)
What do i do? – Do I send to the FOS?
I should probably add that all my communication with them was always signed off as 1st Stop Group Ltd…..
Sara (Debt Camel) says
yes, send it to the FOS. See also Stuart’s comments just above ^
LG says
Thanks Sara,
On the back of this, if what they are saying is correct – would I still need to pay the CCJ that they took out against me? – as the company is no longer trading there would be no-one to pay?
Sara (Debt Camel) says
There is no point in me guessing what is happening with this group of companies. In general, if a company goes into administration, the administrators are just as keen on getting paid as the company used to be. If they are winding up the company it depends on how this is being done.
Steve says
Hi Sara,
The Ombudsman has just upheld my WDA complaint agreeing with the adjudicator. What happens now and when must WDA pay me?
Thanks
Steve
Sara (Debt Camel) says
Good! I assume you have signed to say you accept the Ombudsman’s decision.
WDA are normally pretty quick at paying out. They may ask you for your bank details or your adjudicator may ask you. If nothing has happened in a few days, phone WDA up and offer your bank details.
Mer says
Adjudicator found in my favour against Wonga, who then agreed to refund me. Adjudicator confirmed my acceptance was submitted to Wonga on 18th September, but I’ve heard nothing from Wonga and no refund received yet. Called Wonga call centre yesterday who told me that my Adjudicator will need to contact their legal team, I never even got round to giving any details about me or the reference number. They have until 16th October which will be the whole 28 days!! Thank you Sara and everyone on this site for advice, as I wouldn’t have even been aware that I could complain, let alone receive a refund from payday lenders!!
Xenedra Rebecca says
Hi, advice pleas regarding Lending Stream.
I made formal complaint on 31.08.2017, they responded on 8.09.2017 some waffle about large credit score. I urged them to reconsider offer. No repsonse. So called today and they said that that are not upholding my complaint at all. I asked to this in writing and they hesitated all the way. They also said that I am not paying them via my DMP even though I gave proof they are reviving payments!
I had 3 loans previously and currently 3 outstanding all in my DMP.
Do I have a case for FO? I think the fact alone they gave me three payday loans in one go is enough?
Thank you!
Sara (Debt Camel) says
yes – send it straight to the Ombudsman!
Julia Cook says
Hi I have had a very lengthy letter from Lending stream: i cannot access to see what loans i took out !!!
This is in reference to your correspondence dated 9th October 2017, requesting the information that Lending Stream holds for you.
We have reviewed your accounts and would like to share our findings. You borrowed four loan accounts 1519446, 1560232, 1561996 and 1706217 and all the loan accounts are closed successfully.
We would like to inform you that such nature of query falls under the purview of SAR.
Therefore, in order for us to provide you with the information regarding loan (320571), we would request you to send us a written letter addressed to Lending Stream with a £10.00 cheque (in favour of Lending Stream LLC) as per the SAR requirements under the Data Protection Act 1998.
To ensure that you understand and agree to the terms and conditions of your loans agreement which was initially sent to your registered email address at the time of borrowing, we would request you to refer to our emails for all the information shared by Lending Stream with regards to your loan accounts.
Upon receipt of the request, we will be able to share the information within 40 calendar days post the realization of the cheque. As a regulated organization under the FCA, we make sure that we treat our customers fairly and provide the appropriate resolution.
What do I respond to Lending Stream
thanks
Sara (Debt Camel) says
Reply saying you have made a complaint about the unaffordability of their lending, you have not make a Subject Access Request.
You can probably still log onto your online LS account – try using your birthday DDMMYYYY as the password.
Richard says
I have sent loan history requests to all of the following lenders for my past 5 years of payday loan lending:
Wonga
Credio
Lending stream
Payday Express
Pixie Loans
Satsuma Loans
Uncle Buck
Wage Day Advance
Wizz Cash
I shall keep you up-to-date on any progress that is made
Regards,
Shem says
Quick positive update re Wonga payout timescales
Someone previously posted to say after that after reciveing wonga standard 14 working day email that the agreed refunded amount suddenly appeared in their account after only a couple of days, well happily the same has happened to me today! I only accepted on Friday afternoon!
Mine was a direct settlement offer and I believe the other members was too (could be wrong) but maybe they have upped their game on payout timescales?
Just want to work sh everyone all the best to everyone waiting on responses and payouts!
Shem x
Lee says
My payout from Wonga in early September for £2,459.10 took exactly the full 14 days for payout. Looks like they may have speeded things up now.
Jodee says
Hi,
After being offered nothing by Lending Stream and much less than I feel is fair from Wonga I have complained to the Financial Ombudsman via their website and included all details on September 26th but I haven’t heard anything from them, should I have had an acknowledgement or something?
On a better note, my original claim to Uncle Buck was upheld and they paid out on all loans after the first three.
Regards,
Jodee
Sara (Debt Camel) says
It would be helpful if the FOS sent out automatic notifications but they don’t. If you are worried, I suggest you phone to check they have your complaints.
Mrs Cheaplaugh says
I too submitted on the 26th Sept. Having heard nothing I phoned a week later. They hadn’t picked it up at that time so advised I call back a few days later. I phoned on Monday, they had recieved it and were waiting for my files from QQ. In the meantime they gave me a reference number and an email address to submit some more supporting evidence. Just a waiting game now.
Mandy P says
Can I ask about bankruptcy? I used wonga after being discharged from bankruptcy, is it worth me claiming?
Sara (Debt Camel) says
Yes. Your bankruptcy only affects loans which happened before you were discharged. So you can complain about the Wonga loans afterwards.
Maureen says
Just had a call today from an adjudicator to say they are looking at my Payday UK complaint and hope to be able to come back to me in a few days. He was just clarifying when I entered into a repayment arrangement with them and also when I first became aware they had done wrong in lending to me. I assume this is to cover the loans over 6 years. Fingers crossed that this will be a decision on this one before the end of the week as it’s been with them since March with no movement!
Maureen says
Well the adjudicator has sent a letter to payday uk to say they agreed that my loans over 6 years should be looked at and given them 2 weeks to respond. I’m hoping that after that, my complaint should progress fairly quickly if they now agree….let’s wait and see!
Nick says
Me too I had20 in total 11 over 6 years fingers crossed
Maureen says
I had 9 before and 12 after, I am feeling hopeful as PDUK are paying out to a lot of people on loans over 6 years now! Good luck!
Stuart says
Hi,
Just started this process after being informed of this site. I had, in total, 78 loans since the start of 2014 until the end of September 2017. This was 18 lenders overall, so I’ve sent them all the template.
I’ve just had a reply from Lending Stream, which hints I may have misled them and claims I had a high credit score at the time. Despite that they offered to write off a bit of the outstanding balance and to wipe it from my credit file.
I don’t think their offer is that good, so will be raising it with the FOB. Do I need to tell them this before I do it? Also, going by past comments on here, I anticipate the vast majority of the lenders offering nothing or a poor offer, so I will need to raise all of them with the FOB when they reply. Do I have to raise an new complaint with the FOB each time?
Sara (Debt Camel) says
You can ignore LS’s stuff about a high credit score – lots of people have been told this when their credit score was actually poor!
How many loans did you have from LS before this last one? For the last one, how much did you borrow? HAve you paid anything to it? how much are they offering to reduce it to?
Does their letter say it is their final response? LS are being, as one person here today said, sneaky about this… so you need to check.
No you don’t need to tell LS you are going to the FOS, but I suggest you do.
You need a separate complaint to the FOS fo0r each lender – but you can ask the FOS to use the credit report and the bank statements you have already supplied with your earlier complaints.
18 lenders is a lot. Were some of these only for 1 loan?
Stuart says
Sorry, getting the companies mixed up. This email was actually from Mr Lender, not Lending Stream. Before the last one I had 2 previous loans from them, each for £100, with being taken out in February and the other in April, both in 2016. The most recent was taken in August 2016 and was for £250. I’ve paid £87.66 back towards it thus far. They’ve offered to reduce it to £162.34. There’s no mention of this being a final response, although they say they ‘look forward to hearing from me by the 30th of October’.
Thanks for the information. Yes, a few of the companies I used were for just 1 loan. I’ve broken it down below;
Wonga: 20
Pixie: 1
Sunny: 3
Lending Stream: 4
Cash4UNow: 3
247 Moneybox: 6
SafetyNet Credit: 11
Instamoni: 1
MyJar: 3
CashASAP: 4
Piggy Bank: 4
Quick Quid: 2
Cashfloat: 1
Mr Lender: 3
WageDayAdvance: 8
PayDayUK: 1
Uncle Buck: 3
Also I’ve just received an email from Cash4UNow who claim they tried to phone me to discuss my complaint (news to me) and that I should them phone back to ‘come to a suitable arrangement’ as they put it. Should I phone them?
Sara (Debt Camel) says
“This email was actually from Mr Lender, not Lending Stream. Before the last one I had 2 previous loans from them, each for £100, with being taken out in February and the other in April, both in 2016. The most recent was taken in August 2016 and was for £250. I’ve paid £87.66 back towards it thus far. They’ve offered to reduce it to £162.34. There’s no mention of this being a final response, although they say they ‘look forward to hearing from me by the 30th of October’.”
OK so they have offered to remove the interest from the last loan. For three loans where the first two were small that is actually a pretty reasonable offer… the Ombudsman may well say it is fair and you should accept it.
The 1 loan complaint (and the 2 loan complaints if they were small) – if these loans have been repaid, unless these were large or they were rolled/topped up, it can be hard to win these. You may not want to bother taking them to the Ombudsman. 1 loan cases where you still owe money are worth complaining about – here the fair offer would be to remove the interest from the balance, so you only repay in total the amount you borrowed.
Cash4UNow – do you know how much interest you paid them? on each of the 4 loans? If you decide to call them, it’s a good idea to have an idea of what you will settle for. Do you still owe them money? If you do, how large was the last loan and what have you paid to it?
Stuart says
Thanks Sara, that’s helpful.
Regarding Cash4UNow, I’m not sure how much interest I paid on the loans, but I could probably find out.
Yes, I still owe them money, £122.20 in total, for a loan that was originally £350 taken in July. Should I call them or would it best to just deal with them via email?
Sara (Debt Camel) says
I suggest not phoning until you know how much interest you paid on the previous debts. Also do you know how much you have paid to the current debt?
it’s especially important to know all the numbers where there were a lot of debts or where there is a balance outstanding. In these situations it’s easy for the lender to offer something over the phone which sounds good, but actually isn’t…
Or you could phone them up and listen to what they say then say you would like them to put that in writing and send you a statement of account so you can consider it.
Stuart says
I called Cash4UNow on Thursday. Their offer was a generous £0 and since the call was recorded they tried, numerous times, to get me to admit that I lied on my application. I asked them to send me an email to confirm the call and that this was their final response, but I’ve yet to receive it.
Sara (Debt Camel) says
OK they are now on my list of lenders to tell readers NOT to call! If you feel you were badgered, I suggest you tell the Ombudsman this and ask if they can listen to the recording of your call.
(For anyone else reading this, even if someone hasn’t given correct information on a loan application, they may still be able to win a complaint, see https://debtcamel.co.uk/payday-lender-says-lied/.)
Stuart says
I should add that the woman I spoke to wasn’t rude or nasty, but she definitely was trying to get me to admit that I lied on my application. She also knew right away that I had used a Debt Camel template (she said as much), so they’re obviously used to such complaints
Conny says
Hi, looking for advice on the following: I complained to PDUK (my 1st complaint), they upheld this and I accepted a refund. There was an outstanding balance and In hindsight I should never accepted their offer. As part of their response was the following paragraph:
As a gesture of goodwill with no admisssion of liability, I am willing to offer a refund on the additional interest applied to your account from 4 December 2011 including all loans and deferrals taken out after this date…… blurb……. the business has made a decision when accounts reach a certain stage they may be sold to a third party…….. going forward your account will be owned by PRAC and managed by BW legal. We would advise that you contactthem for a statement of your account.
Does this mean I now need to complain to BE legal about the outstanding amount or do I have to accept that I will need to pay this as I accepted the original offer from PDUK. I am now being bombarded with letters from BW legal chasing the outstanding amount.
Thanks
Sara (Debt Camel) says
Have they refunded you the interest that was added to the outstanding loan?
the last loan – what did you borrow? have you made any payments? what is the current balance with BE Legal?
Conny says
Hi Sara, to be honest I have no idea!!! They never sent me statements of account, just a final response of which I stupidly accepted. From the final response letter, I had 6 loans which were over 6 years old so we’re not considered and then from the final response letter, think I had around 5 loans but a huge 20+ deferrals. My final loan was for £1000 on 31/10/12 , I deferred this once so my balance was then £1226 and then asked for a repayment plan. I paid £350 towards this and then defaulted (due to paying other payday loans). The last payment was made in June 2013 and PDUK say they transferred the debt to BW legal in December 2016. I now live overseas so have not received any communication for them until I started this complaint and now receiving numerous emails asking for payment. I am happy to make arrangements to pay the principal amount borrowed but don’t know if the settlement included the interest on this loan.
BW legal say the outstanding amount is £876.
Sara (Debt Camel) says
876 is 1226 – 350, so the amount with BW legal hasn’t been changed.
I suggest you write to Payday UK and say you accepted their offer to refund the interest and charges after dd/mm/yy but you were expecting the balance with BW Legal, the last loan, to be adjusted accordingly. You think it should now be £650 (the £1000 you borrowed less the £350 you have already paid.) Ask them when this change will be made.
Conny says
Thanks so much for your help Sara. I will write to PDUK with what you are suggesting. Is it worth asking them to remove the negative info from my credit file ( this is a default)? This site is an amazing help to people. I got wise after this first complaint and have had acceptable refunds form 2 lenders albeit they were very small loans and have 3 big ones with an adjudicator which should be resolved soon.
Sara (Debt Camel) says
Well you can try, but you really should have got that agreed when you accepted their offer.