Have you had problems with payday loans? You can get a refund of the interest you paid on “unaffordable” loans.
It’s easy to ask for a payday loan refund using the free template here. This works if your payday loans were repaid or you still owe money.
Contents
What are “unaffordable” loans?
The regulator says:
“the borrower should be able to make the required repayments without undue difficulty, whilst continuing to meet other debt repayment obligations and reasonable regular outgoings.”
That means a payday loan is only affordable if you repaid it on time and you could still manage to pay your other bills and debts.
A loan is not affordable just because you haven’t missed a payment – if paying a loan left you so broke you had to borrow again – from the same lender or a different one – it was unaffordable!
If the loan was small and it was the first loan or second loan from a lender, the lender may not have realised the loan was unaffordable for you. But it was irresponsible lending to just carry on giving you more loans. Payday loans are meant for short-term problems.
Many lenders ignore obvious signs of problems such as your loans increasing in size, or your credit record showing increasing debts.
How much compensation can you get?
A typical payday loan decision by the Ombudsman is that the lender should refund all the interest you paid after the third, fourth or fifth loan.
But if your first loan was large, or was rolled over several times, you can get a refund from just one loan.
Which lenders can you get refunds from?
Lenders include:
CashASAP, Drafty, Fast Loan Uk, Fernovo, Fund Ourselves (now in administration), Kabayan, Lending Stream, LoanPig, Mr Lender, Moneyboat, My Finance Club, QuidMarket, Savvy, TickTock, The Money Platform, WageMe.
See this list for payday lenders for a longer list and their email addresses to use.
You can make claims to lenders who have recently stopped lending. It is probably too late to make claims to other lenders who gave up more than a few years ago.
For larger loans there are better template letters to use on other pages:
- 118 Money, Everyday Loans/Evlo, Likely Loans/Finio, Reevo, Bamboo, Updraft, Lendable, bank loans and other long-term loans.
- Loans2Go – the worst loans in Britain!
- doorstep lenders and guarantor lenders,
Do this before, before you send in a complaint
Doing these things now will make your life easier later.
If your finances are difficult, look into a Debt Management Plan (DMP) where you make one affordable payment a month to StepChange. This gets you into a safe financial position as these affordability complaints can take a long time. Winning a complaint then speeds up the DMP.
Get a copy of your TransUnion statutory credit report and keep it. After complaints are started, sometimes loans are deleted and you may want the full report if you have to go to the Ombudsman.
Unless you can afford to make this month’s payment without borrowing again, cancel the CPA or the Direct Debit to the lender at your bank. Otherwise the lender may take the money and you will be in a mess.
Start your complaint
It’s easy to make these complaints – you don’t need to calculate what refund you should get or quote laws.
Find the lender’s email address for complaints from this list. If your loan was sold to a debt collector, you complain to the original lender.
Put “AFFORDABILITY COMPLAINT” as the subject of your email:
I am making an affordability complaint about the loans you gave me. You should never have given me these loans. Paying you each month left me with too little money so I had to keep borrowing to get through the next month.
You should have realised from the number of times I borrowed and the rest of my credit record that my debt problems were getting worse. It was not responsible to continue to lend.
My credit reports would have shown all my other debts [include this if it applies: and problems including late payments/defaults /CCJs/debt management.]
I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
I no longer have all the loan details. Please send me a list, showing for each loan when it was taken out, how much interest and charges you added, and what I repaid. This will enable me to assess any refund you offer me.
Some ways to improve this
Add any other points that help you describe what happened to you. Some examples:
- “I took out another loan with xxxx to pay you.”
- “Sometimes I borrowed to pay the rent and then had to top-up to get money for food.”
- “I had a gambling problem and your loans made this worse”.
Only one loan?
The template refers to multiple loans because that is what normally happens with payday lenders.
When you only had one loan and it was large (say £800 or more), read Refunds from large loans and use the template there.
If you only had one loan and it was small, this is going to be a difficult complaint to win. If you have borrowed twice from 5 leaders, that is much more difficult to win affordability complaints than having 4 or 5 loans from two lenders.
Sometimes a lender will offer you a small goodwill amount to give up eg £50 or £100 so if you only had one loan and it wasn’t large, that would be a bit of help.
Waiting for a reply from the lender
This email starts your affordability complaint.
The lender should reply to your complaint within 8 weeks. Don’t be surprised if you have to wait until the end of the 8 weeks to get response – this is common.
Some lenders ask you to send them a copy of your credit record, payslips or bank statements.
Credit record – the lender can check your credit record themselves if they want.
It is a good idea to send bank statements. But think twice about the cost of copying and postage if there are a lot. Some lenders seem to ignore them if you do send them. Don’t bother to send payslips.
This is a good point to get those bank statements even if you do not want to send them as they will help an Ombudsman claim a lot. You can get them going back at least 6 years, even if the account has been closed.
Lender rejects the complaint or makes a poor offer
If the lender says No or offers you a small amount, you may still have a very good case!
It is easy and free to send your case to the Financial Ombudsman, where many thousands of people have won their payday loan complaints.
Give up?
Some lenders try to make your case sound bad when it isn’t. Ignore any of the following comments, they do not mean you have a weak case:
- they relied on your loan applications – see Lender says I lied for more about this;
- some loans were paid early – this doesn’t prove the loans were affordable, just that you were trying to save interest;
- loan size didn’t go up every time – irrelevant, what matters is that you kept borrowing;
- you had a good enough credit score or they didn’t legally have to check your credit record – if you only had one or two small loans that is true. But if the loans were large or you kept borrowing, they should have looked closely;
- some loans are over 6 years old – the Ombudsman will look at these even if the lender says they won’t!
A good enough case to go to the Ombudsman?
If you don’t know what to do, ask in the comments below this article. Accepting an offer settles your whole complaint – you can’t change your mind later.
Some points to think about:
- if you are offered a refund on only a few loans, don’t accept it if you think you should have more refunded;
- an offer to write off your current balance may sound helpful … but it may be very poor if you should get a cash refund as well.
One or two loan cases are hard to win at the Ombudsman. It’s probably best to give up on one or two loan cases unless:
- the loan was large. Here is one single loan case that was won even though it was an instalment loan and the borrower had a good income. And another single loan case for a loan of £1,000. You can win cases for smaller amounts if the repayment would have been a large amount of your income; or
- you still owe money.
Don’t delay – there is a 6-month time limit after a lender rejects your complaint to send the case to the ombudsman. If you aren’t sure, send the case and let them make an independent decision.
How to send a complaint to FOS
Put in a separate complaint about each lender. There is no limit to the number of FOS complaints you can make.
Send the rejections as they come through – don’t wait until all your lenders have replied!
FOS’s “complain online” option is easy and asks for the information to set up your case.
Attach:
- the lender’s reply.
- bank statements if you have them. Ideally from 3 months before your first loan until the last loan was repaid or you defaulted on it. This strengthens your case, showing how unaffordable the loans were. You can still get bank statements even if your account is closed.
- your TransUnion Statutory credit report
- it doesn’t matter if you don’t have the credit agreements, FOS will get them from the lender.
What happens after you have sent a case to FOS
Your case will wait for the lender to send FOS their case file and then be picked up by an investigator/adjudicator who will make a decision on it.
The Financial Ombudsman has a two-stage process. Most cases are settled by the first “adjudicator” stage but about 10% go to the second “Ombudsman” stage.
A few problem cases
Don’t ask for a refund:
- if you have been bankrupt unless your borrowing was all after your bankruptcy – any refund would go to the Official Receiver.
- if you are in an IVA, as refunds will go to your IVA firm not to you.
- if you are in a DRO now, a refund of more than £2,000 may mean your DRO is cancelled! But many payday loan refunds are less than that.
More help
Ask a question in the comments below.
Don’t use a claims management company. They are expensive and often incompetent. FOS says individuals making a complaint have a better success rate than claims firms.
Card & catalogue affordability complaints
Can you get an overdraft refund?
Could a Debt Relief Order help you?
Ben says
Ok so I sent an information request to Payday UK and Payday Express, they have said the accounts were sold to BW legal and should contact them accordingly…
In the interim I sent in my affordability compliant to both lenders because I meticulously went through my accounts and managed to work out what I had withdrawn and paid.
Should I now forward the compliant to BW legal, I’m assuming once they get the complaint they will offload the account back to the OC.
Now, this flags another question will PRAC (BW legal) then remove the defaults they placed against my CF and will Payday Uk/Payday Express apply a new default?
Once I have sorted the paydays out, my intention is to get rid of the defaults on my CF. I believe I have a better chance with DCA than the OC. So just after advice really.
Sara (Debt Camel) says
Tell PDUK and PD Express that you want them to consider your complaint as they are the ones that made the irresponsible lending decision. You have to ask BW legal if you want a statement of account for the defaulted loans because PDUK and PD Express don’t know how much you have paid BW legal.
You are NOT making an affordability complaint to BW Legal, just asking for a statement of account. You should tell BW LEgal that you are disputing the loans with PDUK and PD Express as this will prevent BW Legal starting any legal action.
BW Legal have bought the loans from PDUK and PD Express – they will not consider an affordability complaint, remove the default or decide to “offload the accounts back” as they can’t do that
But if PD UK and PD Express decide you should have a refund on the last loan, they will normally buy it back from BW legal, settle/reduce it and remove any default. So this all comes right in the end.
So to summerise:
– the OC considers all affordability complaints and arranges for the last sold loan to be sorted if a refund is given
– tell a DCA you are disputing the debt with the original lender and ask them for a statement of account for the last loan if you need this.
Helen says
Does Sunny normally agree with the adjudicator? How long is it normally from adjudicators decision until Sunny confirms if they agree or not?
Adjudicator has partially upheld my complaint about Sunny today.
Sara (Debt Camel) says
Often they do, but they still seem to refuse with some good cases. Fingers crossed yours is accepted.
Jon says
I’m really annoyed at my Bank.
When I rang up nearly 3 weeks ago to order historical statements. The bank were cagey and asked my reasons for ordering them, but ordered them. Then I ring up today and it turns out they were never ordered in the first place.
Can I complain to the FSO? I feel they’ve been deliberately obstructive.
Maureen says
This rings so true of what I had to put up with, with NatWest! Months it took me to get them, I had 3 accounts with them at the time too that I was trying to get statements for. Go down the complains route….it’s the only way you’ll get them. Good luck!
Sara (Debt Camel) says
This is pretty unusual – most people don’t have a problem getting statements, even from closed accounts.
Francesca says
So my husband put in a complaint in with safety net credit a few months back which they decided they were not going to uphold. He then sent it to the ombudsman. An adjudication has emailed him today stating he only had 2 loans and that he doesn’t feel it was irresponsible. He also stated they weren’t actually pay day loans and were in fact a credit account. My husband lent of safety net credit over 20 times. Where does he stand on this? He has rang the adjudicator and asked him to have another look. When he lent from them he was also lending of other pay day companies at the same time which were all being rolled over. This went on for a period of 3-4 years. Any advice would be much appreciated!!
Sara (Debt Camel) says
ok, this sounds as though it isn’t the adjudicator’s final decision, so you can go back with more information.
Points to make that often crop up with SNC (some of them may not be relevant for you)
– SNC could see from your bank statements what a mess you were in
– they always took the full amount of the loan each month by CPA, even though this was in theory a credit account, it left you unable to manage unless you borrowed from them again
– SNC may have treated your borrowing from other payday lenders as “income” when they decided you could afford the loan from them – this is nonsense
It can help if he picks a few months at random from the 20 – not the best or the worst, and goes through and analyses that month’s bank statements. So his balance at the start, his income, his essential expenditures , his payments to other debts, his additional borrowing from other lenders , his repayment taken by SNC and the extra borrowing from SNC. From this it is usually obvious that he HAD to borrow again from SNC to stay afloat – so the SNC repayment they took was not affordable.
if he then adds up
Claire says
Sara,
Just accepted a full settlement plus 8% from 118118 with no negotiation or debate – very pleased.
Slightly concerned as when i gave them my bank details they confirmed they were the ones they had on file – My loan was settled in October 2016 – should they still have these?!
Thanks,
Sara (Debt Camel) says
Good result!
Lenders have to keep records for 6 years after a loan is settled. This doesn’t include keeping bank details, but I don’t think they are obliged to delete them.
Gary says
Quickquid complaint referred to adjudicator after a disgraceful offer of £12 , still being investigated but Quickquid have now come back with an offer of £1100 bit of a difference from £12. Just shows it’s worthwile referring to FOS
M M says
Interesting. I rejected their £30 against £2000 claim offer and sent it to FOS. I emailed QQ to tell them that I have done so, and all they said was they respect my right to do so, no counter offer!
AK says
QQ offered me £8000 + 8% interest after the complete rejection while in the queue to the adjudicator. Also my adjudicator said that QQ stopped to make second/third offers as they now understand how FOS works and usually their offers are pretty much on the spot.
brendan says
Has anyone dealt with ferratum? How are they to deal with?
Gary says
I found them very easy to deal with Ferratum Brendan
Eva says
Hi all,
Just wondered. I’ve sent my first online complaint to FOS 15/12/17 and other 21/12/17 with all the documents they might need. Just wondering how long till i get sllocated to adjudicator? Thank you
AK says
I sent mine mid October – beginning of November, some of them haven’t been allocated yet, some were allocated in the beginning of this month but no decisions yet.
Chasabeth says
I had my QQ complaint looked at by an adjudicater just before Christmas and it has a decision but it has now been referred to another adjudicater because I had a loan which was a little different, I was given a limit and I could draw down money up to that limit… I must admit I don’t remember this, has anyone else had a decision made on this? Also how long did it take? The last phone call the lady I spoke to said there were only certain people who can look at this so my complaint has been delayed again. In another queue waiting to be looked at.
Sara (Debt Camel) says
This is one of their flex loans. If you don’t remember this, and if your records show that you actually repaid the full amount then reborrowed, just like you would with a normal payday loan, I suggest you tell your adjudicator this. It may be that QQ have your loan labelled as a flexi loan when actually you thought you were taking out a standard loan.
Lesley McBain says
Thanks to this phenomenal site I have claimed back money from PDUK and PDExpress and the Money Shop all without having to go to the FO.
However having been turned down flat by Lending Stream I sent all my info to the FO and when picked up by an adjudicator he agreed with my claim except for the first 3 loans. LS replied within the time allowed and offered me £499 plus the 8% simple interest – I’d already printed out copies of all the interest I’d paid and even removing the first three loans the interest and defaults etc still came to over £1200!!
So I’ve phoned my adjudicator and he agreed to look into my records and I have now sent him a spreadsheet of all payments and interest paid plus a copy of all loans received and payments made from my bank account to LS.
Is this what they usually do to slither out and hope you accept a much lower amount?? I must admit I could do with the money – sigh but reading what others have said I wondered if this was normal for LS?
Sara (Debt Camel) says
“slither out” yes that sounds like Lending Stream :(
Some people will be so desperate that they feel they have to accept a low offer. It is a very poor and unprofessional way to run a company.
Link says
Received a letter today from my adjudicator advising me my case has been passed to an Ombudsman because Wonga failed to reply to the adjudicator.
They had until the 3rd of January to reply. I contacted the adjudicator on the 5th and they advised Wonga we’re experiencing delays in getting through their mail due to the amount of complaints they had and the Christmas break.
Now I guess my adjudicator has decided they have had enough time.
Will the Ombudsman be likely to side with the adjudicator? They ruled I was entitled to a refund and 8% interest on all bar one small loan. I hope the decision doesn’t get scaled back.
Also, how long does it normally take for an Ombudsman to pick up and come to a decision?
Thanks folks!
Sara (Debt Camel) says
Most adjudicator decisions are just upheld, but a few are tinkered with (so you get one or two more or fewer loans refunded) and a VERY small number are overturned. If there was something really “wrong” with your adjudicator decision, Wonga would probably have said so by now and objected to it. It’s about 2-3 months for an ombudsman decision usually but there is a random element here.
JOJO says
Hi
Firstly like to say thanks this website is amazing .I just wanted to know I have emailed Wonga regarding affordability claim twice they have not answered is there a length of time I need to wait.I have a reply from QQ,PTPD,Moneybox 24/7 /provident to say they looking into it .I still not tackled Lstream or sunny .
Karen says
Hi Sara
Thanks for all the useful information on this website :-) I have submitted affordability complaints to all the payday lenders I have borrowed from but I have a question regarding 118 118. I borrowed £2000 from them in June 2017 and I am repaying at £160 a month. I also borrowed from payday lenders around this time. Is it worth submitting a complaint with them and if so, what settlement would be reasonable given that I still have a considerable amount to pay?
Thanks!
Sara (Debt Camel) says
Yes it is worth complaining to 118 money – the affordability for them are the same as for payday lenders – if you can’t repay the £160 a month without hardship or borrowing more, then the loan is unaffordable. The settlement offer in this sort of situation is to remove the interest so you only repay what you borrowed.
Jackie crawford says
Hi
Received a response from casheuronet who said they had looked at both my quick quid and pounds to pocket complaints. Got the usual response that the loans were over 6 years old and as I didn’t tell them I struggled with payments, I wasn’t deemed to be in financial hardship and could afford the repayments. I was getting other pay day loans to pay these ones and was also in an Iva!
My letter will be going to the FO to complain so fingers crossed
Julze says
That’s interesting… txt a loan, wonga both refused mine. I’ve emailed tonight to inform them I’ve forwarded to the ombudsman as I most definetly don’t agree with their decision. I shall see if they reply to that..
So far only an offer from pay day uk.
Cheque centre told me they have went into liquidation. So I need to join the creditors queu for the £3500 intrest refund. I’ve sent that away and hoping for the best.
Tom bar says
Hi. I know I’ve asked a lot of questions on here now. I really appreciate your help. But I have another query. I’ve recently received a reply from lending stream. And this is what they’ve said.
“We see that you are requesting to investigate your concern regarding the affordability analysis and credit checks conducted when the loans were approved. We would like to inform you that such nature of query falls under the purview of Subject Access Request (SAR).
Therefore, in order for us to provide you with the information, we would request you to send us a written letter addressed to Lending Stream with a £10.00 cheque (in favor of Lending Stream LLC) as per the Subject Access Request (SAR) requirements under the Data Protection Act 1998.
To ensure that you understand and agree to the terms and conditions of your loans, please refer to the agreements which were 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”
What would be the usual solution here. I’ve tried reading up on this but can’t seem to find out what to do in this situation.
I’ve had 11 loans with lending stream so it’s definitely one worth perusing for me.
Thanks in advance
Tom
Steve says
Lending stream are the worst of the lot for trying to be awkward. All this is basically saying is they won’t send you a list of your loans. You may be able to log into your account to access this (your password to access agreements is your date of birth in format ddmmyyyy). Otherwise, just use the template above and say something along the lines of ‘I am making a complaint about irresponsible lending for all my loans with Lending Stream. Unfortunately, you have not supplied me with a list of loans, but I have borrowed from you significantly in recent years’
Another pet hate in their email is ‘with regards to’ – this is incorrect English and should say ‘with regard to’…illiterate imbeciles!
Sara (Debt Camel) says
And my pet hate – they write “in lieu of” when they mean “in light of”…
louisa delahunty says
Hi I have just received this
“Can you please confirm how and when you found out you could make this type of complaint regarding your Wage Day Advance account. Please reply to this email by Thursday.”
from Wageday Advance – 8 weeks is up on Friday do you know why they are asking this
Sharm says
I received a similar question from them and was honest in saying that I was researching how to resolve a default from another PDL company and saw Sara’s website and read up.
My claim was settled 3 days later
Kyle Milne says
247 moneybox worst company there is they offered me a final response and uphold complaint now they don’t response (best idea to deal with This?
Now for a few questions
Firstly amigo loans well this one is interesting I raised a complaint and asked for all details and they broke data protection and sent me details of a completely different person I’m awaiting their final response but based on what they have done I assume they will pay out in light of a major screw up
Secondly avant credit declined my complaint but stated I only had one loan I can see atleast 3 totalling over 10000 and they say I only have 1 what can I do here?
Waiting for 118118 and bamboo but complaints have been sent
I have a question about a complaint I settled for it was my first settlement and Infact all the down was write off the interest and I’m still due over 700£ (payment plan set up) my issue here is that they pressured me with a very short time scale to make a choice can I bring to fos as I know they shut me out very cheap and my decision was based on the fact I thought I would lose offer (I even called the ombudsman stating I’m worried I will lose the offer)
Last question is during my ombudsman complaints I didn’t really write much I was kind of generic does this matter as I was writing so many complaints the information was not very in depth will this impact me
Sara (Debt Camel) says
247 moneybox – if it has been more than 2 weeks since you accepted their offer, i suggest you email and say as they are not responding to your emails, you intend to send the case to the ombudsman if they don’t pay you within a week.
Amigo – you should ask for compensation for the data breach. This doesn’t mean they are necessarily going to approve your complaint, but fingers crossed they do!
The complaint you have settled – could you go into some more details about this? Did they mislead you at all with what they offered?
Generic complaints to the Ombudsman. The question is, have you missed out something important for this complaint about this lender… read https://debtcamel.co.uk/payday-refund-complaint-detail/ which may give you some ideas. At this point if you feel you want to add more some complaints (perhaps the biggest ones?) then just write another piece and send it in to be attached to that complaint.
Tom f says
Have had to remove a few bits from response as too long to post, but no mention of my concerns to them, so half positive!:
Income: The data shared in the applications indicated that your monthly income was ranging. The disposable income on all your loan accounts was ample to complete the monthly repayments towards your loans easily.
Experian Scores: 515.
Multiple Loans:
We would also like to inform you that multiple loans offered in a considerable time frame are not considered as “irresponsible lending” if the disposable income of a customer (in proportion to the borrowed amount) is enough to meet the monthly repayments of the loans.
With the above being said, we would like to inform you that Lending Stream never retreat in extending their support and ensures that we provide appropriate help, whenever required. Hence, we offer to schedule a payment arrangement on your outstanding loans with outstanding balances £135.86, £183.46 and £1034.88 respectively, thereby freezing further interest.
Steve says
Tom, This sounds like they’re not offering any refund of interest and just freezing further interest. Though you’ve not included all the details, it sounds like you will have to escalate this to the FOS. Do you know how much interest you have paid to Lending Stream over the years? On the face of it, this sounds a very poor offer indeed.
Kara says
Hi. Just a word of advice to anyone relying on their statements of account from Payday lenders.
Over the last couple of months I have been putting together a table of all payday loans that I had from 2007 onwards. Payday UK, Payday Express, Wonga and QQ all provided statements and I was able to check some of the loans off against bank statements, but not from the earlier loans.
It occurred to me that the Payday Express statement looked wrong as the first entry was for interest and it just didn’t look like the start of an account. I have just phoned them and it turns out that they have missed off nearly 4 years worth of loans! These may be continuous or they may be sporadic but I had no way of knowing when all of my accounts started as there were so many, I don’t have bank statements going back that far and unfortunately the e-mail address that I used has since gone offline. I’m now waiting for them to send the updated statement.
I have already submitted my QQ complaint to the FOS so I will have to provide them with a new table showing all my payday loans as the PDE loans may have an even stronger bearing on the unaffordability of the QQ ones.
Cross reference your loan statements with your bank statements and e-mails as much as you can!
Sara (Debt Camel) says
Yes, this is a known problem with Payday Express. At some point they switched systems and sometimes they aren’t linking up loans on the old system with your complaint.
Nicola Handley says
I write in respect of the above complaint.
Unfortunately, I can’t provide you with a further update at this point. We’re still looking into your complaint, and hopefully I’ll have a more substantive update for you shortly.
Please accept my apologise for the length of time you’ve been waiting for an answer.
I have got this today from my adjudicator.he has had my case for 3 month.its a waiting game hopefully will hear from him again soon with a answer
Mark says
I have contacted Mr Lender and requested £1242.83 in interest to be repaid, Monday they offered me £262.00, I replied thanks but no thanks as I requested £1242.83, today they have offered £517.00! Thoughts please shall I decline? I was in an IVA at the time of the loans and think this is my case to get the full £1242.83?
Sara (Debt Camel) says
The £1242 was the full amount of interest you paid? or does that include your calculation of the 8% extra?
It’s up to you what you think an acceptable offer might be. People don’t normally get a full refund at the Ombudsmna, there is often 1-3 loans at the start that aren’t refunded. On the other hand you would have 8% interest added by the Ombudsman.
So you could either go back and say you will accept £1000 (say) in the interest of a speedy settlement or that you want the full amount of interest. obviously they are more likely to accept the former but it’s your choice.
Richard says
I’ve complained about previous payday loans from 2013-14 using this site but I’ve got a question about my current situation.
I’ve taken out so much credit over the last year – which I could afford when it was mainstream loans but I’ve now got about 8 payday loans plus a topped up loan from pounds to pocket from November.
I don’t want to enter a dmp but I’m in a situation where in the short term I need money from family to get through each month.
Surely when I was able to top up loans and take out payday loans they should have considered my recent financial behaviour?
Any thoughts welcome
Sara (Debt Camel) says
Of course they should have. But you really DO need a DMP – why line the payday lenders pockets by borrowing from your family? Talk to StepChange, cancel the CPAs and DDs, and then set about affordability complaints.
Jackie crawford says
Hi, I’ve got about 8 claims on the go at the moment and just wanted to share progress with you. Received an email from Sunny last week offering to wipe out 70% of the remaining balance of my loan and removing it from my credit file. Moneyboat emailed today to offer wiping off the rest of my loan. Both of these amount to roughly what I would have expected in refunds. The relief that these 2 loans are now closed outways fighting for more money.
Got responses from uncle buck, my jar and Wonga who are still looking into it – they have another 4 weeks so waiting for their final response. Lending stream, quick quid and pounds to pockets have all refused to uphold my complaint so these are going off to the FO.
I just want to thank Debtcamel for all the help and advice and Thankyou to everyone for posting. Knowing that I am not alone (but apparently 118 118 are….even though they are offering loans at extortionate rates ????) with getting into a pickle with payday loans has given me some much needed support and really helped me get back on track. I will keep you posted with my other refund requests, thankyou one and all x
L says
Hi,
I have received a final response from Wonga who have offered to refund £3,070.01 plus 8% Statutory interest.
If they were to refund all my previous loans it would be £3831.66 plus the interest. I am not sure if to take this to the FO for the £761.65 extra or whether to just accept what I have been offered. I know I need to make this decision just wanted to see if this was a fair offer. Do you know roughly how long it takes the FO, could this go on for 6 months or longer generally.
Thanks
Sara (Debt Camel) says
That’s a tough one. £3500 and you would take it I guess. £2000 and you wouldn’t. But this is in the middle. The 3800 would of course be more once the 8%s interest is added – how long ago was this borrowing? But the Ombudsman often won’t refund the first few.
You obviously have a good claim and we haven’t seen anyone get less from going to the Ombudsman after a Wonga offer.
Do any of the following apply, because they any of them help turn a good claim into an excellent one so you may be more inclined to hold out for more:
– did you borrow every month?
– did the amount tend to go up as time went on?
– did you ever need a repayment plan and Wonga then just carried on lending afterwards>
Sara (Debt Camel) says
Wonga is pretty quick to send over a case file. At a guess 3-4 months if Wonga accepts adjudicator offer, 6 or 7 if they don’t. It seems a bit random.
gillian says
just a update on my lending stream my adjudicater found in my favour at beginning of oct despite writing to them 3 times they still disagree i have just recieved a email from my adjudicater saying they have responded to her last letter but the reasons they give again do not make any diffrence to her desicion she as given them a week to reply agreeing to pay full refund and as promised me if they dont she will pass it on to the ombudsman anyone dealing with lending stream they are being hard to deal with just stay posative it may take time but it will be sorted i wrote to them in dec of 2016 to start my claim with no loans over 6 years they are just so slow at providing anything in the hope you may give up ty again sara
Sara (Debt Camel) says
at least you will be getting an extra 8% or more interest because of the delay. LS are very difficult.
LS007 says
Finally an update on Lending Stream. I have received a payout after 8 weeks from Ombudsman decision. My last call to them I threatened to go to court and instruct the FOS decision to be executed as a county court order. (form N322A) if it helps anyone.
Received funds 1 day later!
paul says
Hi can anyone give any advice or there updates on payday express I’ve gone to the fos my adjudicator says the majority of my loans were irresponsible borrowed to me and that I have a good case to be refunded I’ve not heard out back for a while and was wondering what the stages are and if they admit and payout
Stephanie says
Hi there , I’ve been recommended to this site!
I recently applied to payday loan companies for refunds. Payday lenders helped me get into a real mess! At one point I was borrowing from 8 different ones to make payments and live.
So I didn’t realise pounds to pockets and quick quid are the same people. They acknowledge my account with quick quid but not with pounds to pockets even though I have provided bank statements showing both trading names taking payments monthly! Can I do anything? Coincidentally the one they are ‘investigating’ apparently has a balance oweing on it so I’m assuming they’ll wipe it as a ‘gesture of goodwill’
Sara (Debt Camel) says
Have they denied that you have PTP loans or just ignored that?
Tony says
Hi I’ve had several payday loans that have cost more than money, most of them have asked for bank statements, payslip and my credit report which I thought they should have seen when I applied, should I sent this info thanks in advance
Sara (Debt Camel) says
You don’t have to send this information if you don’t want. The lenders can check your credit account now if they want. You could reply telling them to consider your complaint as it stands and you will provide any further information to the ombudsmna if necessary. The Ombudsman never asks for payslips.
Sam says
I wanted to say that if it wasn’t for this website I would never have thought to make a complaint, great work.
Some success:
Mr lender agreed to remove £1500 off current loan, leaving £450 to pay back.
I took out around 30 loans with 247money over the course of 3 years, some rolled over but pretty much a loan every month.
Total interest is around £2500. I have a current loan with them which I agreed a payment plan to pay back £50 a month to clear the balance of £478. I made a complaint because during my loans with them over the years I have taken out over 60 loans with 10 other lenders. They responded with 8 days saying they believe they done nothing wrong but a good will gesture to write off my current loan of £478.
I feel if they done nothing wrong, why would they write off my loan.
Has anyone else been offered refunds from them? I have replied saying I have more than enough evidence so will take complaint to FOS.
Also has anyone had a refund from Wageme, I have had similar amount of loans and similar amount of interest.
Sara (Debt Camel) says
Moneybox 247 often only offer to write off a debt – that sounds like a very poor offer for that amount of borrowing so I suggest the Ombudsman.
Wageme are a small lender – this is the only reference to them that I can find: https://debtcamel.co.uk/payday-loan-refunds/comment-page-65/#comment-240715
Acee says
Been a decent couple of weeks.
PDUK have agreed to refund a further £1800 been waiting a week so far though.
Adjudicator advised Lending Stream to refund loans 4-16 they have until 31st Jan to reply, Wonga 6 out of 9 loans they have until 24th to reply and Moneybox 247 loans 3-12 and 17-22 (was a big gap between loans 12 and some of the rest until 17) have until 1st Feb reply.
Only one I’m waiting for is Sunny which was only 5 loans. Only loan I’ve had rejected by Ombudsman was WDA and only had 4 loans with them.
Are Lending Stream, Wonga and 247 likely to not respond and for it to go to Ombudsman? Also do PDUK wait the full 28 days to refund? They paid up straight away when they partially agreed with my complaint.
Brad says
Hi Sara,
Had an adjudicator response on my complaints against Wonga, LS, Satsuma and Moneyboat.
They have requested I’m refunded just over £3k from £4.5k interest paid which is fab news. Wonga having to refund 25 out of 31 loans.
Slightly disappointed about lending Stream as suggestion to refund £102 out of £1k and for loans 4,5 in 2016. The two loans I had in 2017 were at my worst financial position and the second was a top up. Is it worth challenging that one and referring to the Ombudsman do you think?
Thanks again for all your help I will be donating to CAB when money comes through
Sara (Debt Camel) says
If you have had several decisions and you think the LS one isn’t as fair as the others, given the facts of the LS case, then definitely send it to the Ombudsman.
Jon says
I’m waiting to hear back. But I cannot afford to make any payments to either Sunny or Wonga. Both have contacted me to say they are investigating.
Will collection activity stop? I am still waiting for bank statements about Wonga. But the last years loans total £6000. Sunny have all the records. But if my claims are rejected, is the FO the next step?
Sara (Debt Camel) says
Cancel your CAPs with your bank immediatley. You need to take control and stop these repayments if you can’t afford them.
If a lender rejects your complaint, send it to the Ombudsman.
Kyle Milne says
Question
I have a loan with Cash4unow
There very unreasonable and don’t offer any financial support at all and are very threatening when asking for support
As I have a complaint with the ombudsman for them (and a very strong case)
What should I do if I can’t afford payments
Sara (Debt Camel) says
You should cancel the CPA with your bank immediately. Then they can’t take the money yiu can’t afford. You can offer them a monthly payment that you can afford, even it’s only £1.
Ross says
Just wanted to check what experience people have had with LS . My case went to the FO who upheld my complaint. LS said they would pay within 29 days which would be 15/1. Called and they said could take up to 24 hours . I have called every day since and they claim to have sent the money on 15th but every day keep telling me it will be in by the end of the day . They have confirmed my bank details which haven’t changed but I’m just getting frustrated now and everyday they confirm it was sent and advise me to wait till the end of the day.
Sara (Debt Camel) says
Other people’s experiences are dire… see LS007’s comment yesterday – he only got paid by threatening to take them to court.
Linda says
My complaint against 247 Moneybox was upheld by an adjudicator but 247 chose to ignore the decision and never got back to her. It was placed in a queue for an Ombudsman to look at because of this who also upheld my complaint and informed the business. Im just a bit nervous now that 247 choose to ignore the Ombudsman also,. They’ve been a nightmare to deal with, blatantly not communicating for the greater part throughout the complaints process. I just wondered if anyone had any experience with them getting back to the FO once it had reached Ombudsman level?
Stevie says
Hi it says if you’ve ever been bankrupt don’t apply for a refund. Even if you are out of you bankruptcy by 5/6 years?? What if the Loans where part of the reason I became bankrupt? Also I see that the money shop lent me money while I was bankrupt, surely this is grounds for irresponsible lending?
Thanks
Sara (Debt Camel) says
Oh it’s definitely irresponsible lending and you may win your complaint, but the money will probably go not to you but to the Official Receiver. I’m sorry, but that is the way it works with PPI refunds And I don’t think it will be any different for other refunds.
S says
Sara your website has proved invaluable – I only complained about this as a result of another poster who had a positive result also.
118118 loan query, any advice appreciated.
I had two loans in 2017. One was taken in the early part of the year and paid back early (using money from a bank loan taken 6 months after the 118 loan), the other is only 3 months old.
I complained and they have said that the first loan was responsible, the second may not have been. They have cleared the interest off the 2nd loan (£1,300 approx) and I owe approx £1,100 of the loan amount which I can pay per month for 10 months. I paid approx £800 in interest on the first loan. I have a long history of multiple payday loans and whilst the number had reduced per month by 2017 I was still stuck in a cycle (which I am now taking real steps to fix).
Do I accept their final decision or complain to FOS about the 1st loan?
Sara (Debt Camel) says
That’s a hard one for me to say anything useful on. If your situation may have looked like it was improving (fewer payday loans) and if you told them the first loan was to repay payday loans, you may not win a case at the Ombudsman. But equally your situation could have looked so dire that anyone who checked your credit record and income should have seen the first loan was not affordable even if you did use the money to pay off other loans.
I hope you are not borrowing any more at the moment? And have complained to your payday lenders.
S says
Hi Sara
All borrowing has stopped which has brought immediate relief. I can now focus some energies doing exactly what you have said.
Thanks to your website I have secured (approximate values):
Vanquis ROP: £770 – card cleared and cheque in the post for the balance.
MyJar (Txtloan): £190 on 3 of 3 loans.
NextCredit: £370 on 6 of 9 loans.
I have FOS Complaints submitted for QQ/P2P, Payday Express/Payday UK, Lending Stream, Ferratum and Mr Lender. I have also submitted complaints to almost all lenders, even if I only had one loan with them – I have nothing to lose and it costs me only my time. With the volume of payday loans I had over the last 6 years (which disgusts me when looking over the bank statements), I think it is fair of me to complain, though I am only pursuing those with multiple loans/rollovers with the FOS.
Thank you again for this website and your help to date.
gillian says
ty again sara anyone dealing with payday uk in my case they were the easiest and nicest to deal with they wrote after 4 weeks saying another 4 weeks needed them at 8 weeks saying they needed more time but one week later they replied upholding over 60 percent refund i was happy to accept this i replied by sending next day delivery letter then rang them up 2 days later to make sure they recieved it the man on the phone was very nice and said it would be in my bank in 10 days he would start the ten days from the day they recieved my letter yesterday day 8 it was in bank ty sara ps, i also thanks to you helped my sister claim over 1000 pound back from bank ppi using that new prevlin rule
Steven dandy says
Just been sent this email regarding my payday uk refund any ideas what I should reply?
Thank you for your recent email regarding our request for further information.
Where we have requested further information we are doing so as we have been unable to determine with certainty the affordability of the lending and so we are coming to you for evidence to support your own claims.
Our complaint process is in line with how the Ombudsman investigate complaints and we are trying to save you time by considering the matter in full without you having to refer the matter and potentially wait longer for a resolution we could have delivered to you ourselves.
I’d be grateful if you can confirm if you would be willing to provide us with this information (bank statements and/or credit report) or not.
——————–
I had 7 in a previous address they are asking for bank statements for just 2 of them the other 5 they are saying we’re responsible lending.
A further 9 from current address they want just 3 bank statements and the others they say we’re responsible
Sara (Debt Camel) says
So if you send the statements they will think about 5 out of 16 loans – I don’t think that’s worth bothering with because even if they offer a refund on all 5 loans, that will still be a poor offer. Send the whole case to the Ombudsman.
Clairey says
Wonga have just replied to my complaint telling me they are willing to pay our compensation on 1 of out 16 loans taken out.. Would you advise taking this to the FOS or accepting the offer given…?
Sara (Debt Camel) says
1 out of 16 loans sounds like a very poor offer! I suggest sending it to the FOS.
Village Idiot says
Can anyone think of a shortcut for me at all? I have 65 loans and/or topups with QQ totalling £18,100, but the interest I will have paid out against this will be less than otherwise expected because my partner is self employed and paid daily, so we always paid those loans down as soon as we could in dribs and drabs. For those 65 loans there will be probably well over a hundred little repayments.
I can only calculate the interest paid by totting up what was borrowed and what was paid back, because the statements from the lenders etc are not online, is there anything I could do to save going through 4 years of bank statements and totting up each little repayment? Before I plough into doing it?
And then there’s Wonga too!
Thanks
gillian says
with my quick quid one they sent me a email and all my payments in one row and at the end there was a total of amount borrowed and a total of amount repaid them a final total intrest paid i had 27 plus loans with roll overs and a flexi loan if that helps
Ross says
Just wanted to see if anyone can advise . I saw a post a few days back about PDUK/PDUK missing some loans on an old system . Can anyone advise what companies may have predated an merges into these companies . I e-mailed to ask them to check which they replied all loans from Payday UK had been assessed . I’m not sure if they are being clever with their wording …
Sara (Debt Camel) says
The problems I remember are for Payday Express, not Payday UK.
Nicola says
I love this website! thank you so much Sara. I was struggling with payday loan debts for many years and kept on borrowing to get through the month. Success so far…
Satsuma- They wrote off a £1000 balance
MyJar- Refunded £762.86
Safetynet Credit- They wrote off a £500 balance
Mr Lender- £150 Goodwill payment (only had one loan which was rolled over twice so didn’t think they would offer anything)
The Money Shop- Refunded £123.21 (for 1 loan, they said the other was lent responsibly)
Ferratum- Only had 1 active loan- but they waived all interest on this.
Others- Argos Plevin refunded £221
Vanquis card ROP- Ex-gratia payment of £280 refunded to account
Referred to FOS…
Lending Stream- Absolutely awful to deal with when trying to set up a payment plan for existing loans. Have given the standard response about a credit score of above 700. So sent this straight to the FOS.
Wonga- With the FOS as some of the loans are over 6 years ago. In total I have had 54 loans with them!! one of which is currently in a payment plan.
Payday UK- With the FOS. Did not uphold. Some over 6 years also, so fingers crossed I get somewhere with the FOS.
Quick quid and P2P- Both gone to the FOS. Some with QQ also over 6 years.
I think these FOS complaints will be a long wait, but well worth it in the long run! These refunds have helped me to become almost debt free. I have not borrowed again since and will never do so again!
Lee says
My lending stream case started in late May last year. Went all the way to the Ombudsman before Christmas who ruled in my favour. Lending Stream have confirmed the refund amount on 22 of 28 loans first week of January but not paid me yet despite having all my bank details. They apparently have until the 30th January to refund me. So expect a long long drawn out wait.
Pamela says
I need advice 247 money box allowed me to take out 12 loans in the space of a year when I had 4 other payday loans the total of interest I paid was 348 now i have a current outstanding balance of 82 left to pay, they have said they would wipe this out as a full settlement should I refuse and take this to the ombusman?
Tempest says
Hi,
I have received the same email after sending initial template for loan details…
“As a gesture of goodwill, we are happy to resolve today by writing off your outstanding balance of £1358.04, in full.”
No loan details received!
I have declined their offer at the top of the refund claim template. I had many large loans with them, month after month… The last loan was for about £600, which I did not pay due to snowballing circumstances, so the outstanding amount is huge interest and charges being added.
I finished by requesting the loan details again too.
Will keep you updated.
Linda says
I took out 12 loans in 12 months from 247 like you, I had other payday loans also. I complained and they made me a weak offer of writing off the balance and £150. I declined and took it to the FO as the interest and charges worked out a lot more than their offer. My adjudicator upheld my complaint as well as an Ombudsman (as they didn’t respond) now they have 4 weeks to come up with an offer. The Ombudsman recommended all interest and charges refunded, 8% simple interest as well as the removal of adverse credit entries. It’s up to you which way you go but I’m glad I didn’t except their rubbish offer and escalated it. You’ll wait a while as they’re slow at communicating but it will be worth it if your complaint is upheld
Jed Richardson says
Hi Sara,
I’ve had an offer from wonga. Bit confused with the interest and tax bit though.
Been offered £4972.52
8% interest net £1632.59
Total Settlement £6605.11
Tax
8% interest gross £2040.74
Basic rate tax deduction £408.15
Does this mean I’ve been offered £6605? Or £4972.52
Cheers
Sara (Debt Camel) says
They are offering a refund of 4972 plus 8% interest of 2020 minus tax on the 8% interest of 408 … so in total you would get 6605.
(You can also reclaim some of the tax deducted back if this is your first refund this tax year, see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/)
Can I ask how old your loans being refunded are?
Jed Richardson says
There were constant loans from 2010-2014 and they’ve offered refunds on all of my loans within 6 years, I think there’s another 5000 interest from pre 6 years ago but I hear that’s taking a long time to sort out if they will refund them so I’m pretty happy with this offer.
Julze says
Got my first lot of payment from payday uk. Took 5 days… still awaiting a response from bank statements I sent.
Kara says
I sent my QQ complaint to the FOS about a week ago and received an e-mail today asking for the date of the final response
from QQ (which was on the correspondence that I sent the FOS) and also asking me to complete an attached complaint form which wasn’t attached and was presumably the same complaint form that I have already submitted.
Does this kind of thing happen a lot?
Beaker77 says
I had the same thing, i had sent copies of the final response email from Quick Quid which was dated but had to confirm the date again to the FOS. I was also requested to send a statement of the loans – which I had already sent, however I sent these again.
I am waiting for bank statements to send, all of my loans are over six years old so I imagine its going to be a long drawn out process but hey ho i have nothing to lose.
holly says
Hi,
I am trying to get a mortgage and pay day loans are leaving me with rejections despite paying them all off last year (my dad did and as a result have spent the last year in debt to him rather than interest) – any money back would be a bonus but I’m more concerned about my credit file. Do the loans that are seen to be ‘unaffordable’ get wiped from it or is that another process?
Thanks in advance.
Sara (Debt Camel) says
Yes, if a loan is unaffordable any defaults or late payment markers are deleted and sometimes the whole loan is deleted. So put in an affordability complaint and ask for a refund and for the loan tone removed from your record.
Jo says
So, I sent complaints to: Sunny, Wonga, QQ, Payday UK/Payday Express, Piggy Bank, Safetynetcredit and also to 4 credit cards providers. We will see.. Fingers crossed!!!! So far all sent acknowledgement letter/ e-mail aparat from Wonga and Sunny. Thank you so much for this website and for all your comments!!!!
Paul says
My complaints against Casheuronet (QuikQuid and Pounds2Pocket) went to the FOS end of September after they rejected my complaints and offered NOTHING.
Has been picked up by an adjudicator last week and she’s just written to me to inform me that she hasn’t started the full investigation yet but they’ve made an offer of £1900 for the P2P loans and £1200 for the QQ loans. Makes me laugh that they’ve gone from nothing to this, just because they’ve been contacted by adjudicator. This is WITHOUT a full investigation yet.
Obviously haven’t accepted as the interest and charges I paid were about 10 times as much. Hoping they keep upping their offer so it doesn’t go to Ombudsman.
So people, if you get rejected initially from the company, just persevere and they’ll more than likely change their mind.
Brad says
A lot of people have seen this. They rejected my complaint so I sent it to FOS and offered me £1,700 out of £2,000 interest before the investigation!
S says
I’ve had 2 loans from 118118. I borrowed £3000 and paid £2842 interest, this was over a period of 2 years. So it was a full term loan and not just a payday loan. Can I claim back on that or is it just payday loans??
Sara (Debt Camel) says
The affordability rules are the same for all borrowing. People have got refunds or write offs from 118. Change the template letter so it doesn’t say “payday” and list the two loans you had.
Mills says
Hello just to say a big thank younto this site !’
Had several loans with Wonga from 2011 and they have just upheld my complaint and are giving my £4500.00 ! So more than happy with that. Have also complained to others but all of them not witheld my complaint.. so will be referring them to the Financial Ombudsman. Any advice on how easy this is to do and what information they will need and ask for ??
Jon says
Hi
Wonga and Sunny have acknowledged my complaint. I’m still waiting on bank statements and Wonga have sent me a default notice with a late payment charge and nothing more. I did request all collection activity stop.
T says
Hi
Has their been any dealings with Loans2Go, I followed the same process for my sister who took out a loan a couple of years ago. She struggled with it but paid the interest sometimes late as her car was against the loan.
I sent in complaint and they said they are looking into it.
Thanks
Sara (Debt Camel) says
Not many people have complained about logbook loans, but I do remember one about Loans2Go
Expect them to refuse your complaint, send it to the Ombudsman and double check their figures!
Gary says
Hi Sara,
My complaint with wonga was upheld by the FOS and wonga agree to pay out loans 3 to 23 amount to a refund of £2258 which has been credited to my account after 4 days, in addition i received an email from wonga confirming that all loans will be removed from my credit file. All of which has taken since July last year after Wonga refused any wrong doing in connection to my original complaint. So its fantastic that this is now resolved.
Unfortunately I have just checked my Wonga account and my current open loan which i assumed was loan number 23 is still active, after further investigation it appears that the current loan would be number 24. This loan was not detailed in the adjudicators assessment as wonga did not include it within my case file as i think it was taken out after i originally complained. What should i do? My complaint is no closed with the FOS and the refund received, should i open another complaint direct with wonga?
Thanks
John C says
Gary I would also make sure that what you pay them does close the loan down. I eventually received a refund in October for loans I had with Wonga after going to the FOS. Part of the deal was they paid off the outstanding amount on my last loan, and deleted all of my loans after loan 5 on my credit report. My calculations came through, my payment was made and I forgot about it. In December a debt collection agency got in touch about my Wonga loan that was outstanding. Not only was the loan still open on the Wonga website, my credit report showed the loan had been defaulted and it has resulted in other credit accounts of mine suspended of mine, through no fault of my own. They tried to argue that the last loan shouldn’t have been removed from my credit file, but no idea how they could say that. Anyway I’ve had confirmation that the loan is to be deleted and an investigation is still underway. I wouldn’t trust Wonga as far as I could throw them
Richard harrison says
I’ve been a CG for a number of years now and because I’m in low paid work I’ve funded my addiction with payday loans mainly WONGA.since 2013-2017 I’ve had 54 loans including 21 within a 12 month period totalling including fees £18900 pounds,I declared myself bankrupt in 2005 do I had a compensation claim?
Sara (Debt Camel) says
All you payday loans were taken out after your bankruptcy so that won’t be a problem for your complaint.
It sounds like a very good case of unaffordable lending. BUT you really need to get clean of gambling first. Otherwise any refund is just going to end up in the bookies pockets after a fun couple of months…
If you can stop gambling (and I know it’s not easy, see https://debtcamel.co.uk/gambling/ for ideas and help) then getting a few thousand back from Wonga could be life changing.
Sally says
Good Morning, I’ve put in a complaint with the FOS about SNC, I had an email about a week and a half ago to say it had been picked up by an ajudicator but how long is before I’ll receive the adjudicator’s decision.? The complaint has been with the FOS since the end of October last year
Linda says
Hi I had a complaint with SNC took a good couple about 3 months to be picked up by an adjudicator as I was told its a smaller team as its a different type of lending. However once it was picked up I got a decision really quickly if I remember right about a week. I was a bit miffed because I lost but its now in a queue for an Ombudsman so we’ll see. Good luck as reading on here people have had complaints upheld at the first stage with the adjudicator :)