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?
Zlat says
Hi Sara
Quick Quid have now sent me an account statement which reads as the following –
Charged = £5,442
Waived/Credited = £433
Paid = £5394
I’m not sure what this means although, I know I had a settlement figure on my last loan with them. They reduced the payment by £350. In total I must have had 30-40 loans with them along with other lenders. I was really struggling to pay back an had to borrow from other lenders to continue meeting payments before eventually borrowing from family to clear most debts due to the effect interest was having.
Sara (Debt Camel) says
I don’t know what that means either. You can still get a refund even though they reduced the last balance – basically for all the previous loans, and it sounds as though you had a lot of them so this is an excellent claim.
Can you work out from their statement ( or your bank statements) a total of the amounts you borrowed? And the amounts you paid them?
Zlat says
I’m not too sure I will visit bank to check back, but it was easily 3K and will have repaid £4K. This was along with numerous other loans with other lenders, they surely should have realised excessive lending and had sight of all loans credit cards via my credit report. One thing I will say is that I took out numerous loans with quick quid from 2012-2015. I was quite young immature maybe and if I remember correctly think I exaggerated my salary by about £200-300 a month simply as I was struggling to pay other lenders back, this was maybe 2014 as I was desperete to survive. Do I still have a case?
Sara (Debt Camel) says
re exaggerating income – that isn’t usually a problem when you borrowed for a long period, read https://debtcamel.co.uk/payday-lender-says-lied/
Zlat says
Hi Sara thanks, I have received response from Lending stream and not sure what to do next. They haven’t included details of my loans just mentioned that I had 9 loans and that due to my income being what it was and the Experian score which they say was 744 at the time (I doubt this to be the case think it was lower) they say that it’s customers responsibility to make them aware of any changes impacts to finances. I have mentioned I had numberous other loans but only a custom could see that on my Experian report. A company like lending stream would not see the other lenders I have lent from. They’re resolution is that all the affordability checks were completed. What can I do next? I have yet send bank statements etc.
adele adams says
Anyone had any luck with speedycash?
I sent complaint to wagedayadvance their sister site as advised. I had 11 loans with speedycash (only 1 with WDA) WDA have sent their final decision only based on the 1 loan which was theres. I have emailed them again asking about the speedycash loans but you only get an automated reply.
Thanks again
Sara (Debt Camel) says
Well you could phone them up and ask, or send it straight to the Ombudsman as you have a Final response to your complaint (even if it has ignored most of it)
adele adams says
great thank you :)
Sam says
It says don’t bother if you have been bankrupt in the past as this will go to the official receiver… But my loans were from 2010 or so until 2015 and I was bankrupt in around 2005 so long after discharge from this. Is this still the case that it would go to them???
Thanks! I have already had an offer from one provider but for only loans less than 6 years. Most of them were between 6 and 8 years old so I want to goto ombudsman?
Thanks!
Sara (Debt Camel) says
It’s ok if the borrowing was after you were bankrupt.
Over 6 years – who is the lender?
Sam says
Quick quid. But they are only agreeing with one from the past 6 years of a few, though with FOS I can show more with other companies. And if they checked bank statements/employment (or lack of) I’m hoping adjudicator will side with me!
And waiting for wonga response. I had many more with them but they ate dragging the full 8 weeks.
Thanks for everything you do here! X
Sara (Debt Camel) says
So QQ are only offering to refund 1 loan, though you have others less than 6 years old and a lot more over 6 years. best to send it to the Ombudsman then though it’s likely to be very slow.
Sam says
Does FOS need bank statements for adjudicator stage?
If I do SAR will I get them or do I need to ask for “details of all transactions”?
I am starting to do qq and expect I will have to do Wanga as well due to them not replying in 7.5 weeks apart from to say they are still investigating… Thanks x
Luke says
Hi, i’m currently going through this process with PDUK, WDA, Safteynet credit, Satsuma and Wonga. I was caught in a nasty cycle of payday debt. My credit score has been marred for years with lots of defaults and x 1 ccj and is only recently starting to recover. I had an issue due to a compulsive gambling addiction. It was a terrible 10 year period of my life. It’s taken me the last 3 years to really put things right for me and my beautiful family.
– PDUK have responded saying that I still owe money from 6+ years ago but they’re refusing to send me full statements from this time. They then lent me money again in 2015. Both amounts are being chased through BW legal. The older debt was rolled over multiple times. They should not of lended to me a 2nd time either.
– WDA have responded saying that they uphold my claim however they will only offset the end balance.
– Safteynet refused, they say I could afford the loan, they’ve checked my bank and can see my income. However there were multiple payday lenders providing me with income at the time as I was in cycle of payday debt.
Satsuma have also refused. They said I passed all affordability tests.
Wonga – I’m waiting to hear from these. The loans were taken out 6+ years ago though I can provide bank statements from that time.
Tash says
How did you make a complaint to PDUK? I have had a lot of loans from them back in 2013 each time getting higher and higher until default.
Thank you
Lee says
Phone them and say you want to complain. That’s what I did the made me an offer which I’ve refused and it’s now with the adjudicator.
Tash says
How long did they take to make you an offer?
Tash says
I had 6 loans 1. 100 2. 200 3. 250 4,5 and 6 (which then defaulted) 300 I deferred the 5 loan and had to pay 89.85 which was the interest, but that wasn’t taken off the balance when I repaid 389.85. At the time of the first loan was given I had atleast one other payday loan poss 2/3. I had had 2 rejections from payday lenders and 2 missed payments then during the 6 loans 3 more payday loans, many failed and re paid loans and a few other rejections. Have I got a case?
Lee says
I complained on the 14th Feb and had a reply after a few days an update after 4 weeks and a final reply on the 28th March I tried to negotiate but it was pointless they wouldn’t budge I was offed £588 which was for 3 out of 7 loans and refused that and took it to the adjudicator.
Chris says
I’m confused.
Just had this from my jar when asked can loans be removed from history.
“We will arrange to show these loan entries on your credit file as settled and closed. We cannot remove the entries fully as we are obliged to maintain accurate records with the Credit Reference Agencies.
It may take up to 30 days to show as settled and closed in the public sector as our credit reference agencies collate all their information”
I thought they could get them removed, plus my last payment was 09/2017. Shouldn’t this loan have been closed and marked as settled already.
Thanks
Sara (Debt Camel) says
Are they refunding a loan because it was unaffordable?
yes if you have cleared a loan it should show as settled with a zero balance.
Chris says
Hi Sara.
No it was an irresponsible lending complaint for 31 loans between 2013 and 2017.
Last loan was July 2017 and final payment September 2017. No late payments with them at all (was others though)
A response (not final but past the 8 week stage) made an offer for approximately 20% of the interest I paid. As my history is important for me, I would accept if they would remove the history of my loans.
Then the above was sent to me. Puzzling.
Thanks Sara
Chris
Sara (Debt Camel) says
Well it doesn’t sound a great offer so I suggest you send it to the Ombudsman and rephrase it as “unaffordable lending” – this is the flip side of the irresponsible lending coin. A loan is “unaffordable” if you could not repay it on time without hardship or borrowing again – which is probably a lot more than 20% of your Myjar loans. It can be unaffordable even if you did repay it on time because you borrowed again.
I have not yet seen anyone win an irresponsible lending complaint at the Ombudsman unless they could show the loans were unaffordable. It is simply much easy to say the loans were unaffordable so it was irresponsible to continue to lend.
So reply saying that in the interest of getting the claim resolved quickly you were prepared to accept their offer but if they won’t, you will be sending the whole case to the Ombudsman and asking for a full refund.
NB there is a chance that the last loans will not be removed from your credit record if there are no late payment marker even if you win the case at the Ombudsman. lenders only have to remove the late payment/default markers, although many take the easy route and delete the whole loan.
Chris says
Thanks Sara,
It’s already been sent to the ombudsman, I’ll check the wording of the complaint though.
I’m sure I put unaffordable and irresponsible so hopefully all bases covered.
Thanks Sara
Chris
Eva says
Did you go back to them? I did as they first didn’t offer much but I went back and negotiated. They did agree without any arguing and within a day.They also told me the same about my credit file but I told them that as it was unaffordable and they admitted that they should have lent me therefore should not be even entered. I did threatened them with FOS with the credit file and they did delete that. The easiest lender to negotiate and get it deleted.
Chris says
Thanks Eva,
Were the loans recent and were they all removed?
Thanks again
Eva says
2012 2013. Not all loans were entered on the file and the ones that were (7) were all removed.
Kat says
Hello, i am trying this with WONGA, i’ve just asked them for account breakdown as when i’ve logged on there are no records of my lending although my account is still open!! ALSO, has anyone tried this with secured and unsecured loans with a mortgage lender? Thanks and good luck.
Sara (Debt Camel) says
Not seen anyone try it with a secured loan. I think that would be a lot harder.
Kat says
It’s seriously complicated but I’ve had solicitors take he case on as its deffo irresponsible lending, only issue was funding, so I did a law degree myself, yup,
Dog with a bone! I’ve stopped the repossession of my home and got a 9 year payment agreement with the lender. I now want to have the debts written off as void. Thank you…
Sara (Debt Camel) says
Good luck with that, but this isn’t the right place to discuss this and the payday loan template letters above aren’t going t be a help to anyone with a secured loan problem.
Jen says
If u do have any luck with the secured loan please post it on here, I had to take out 1 18 months ago for 10k paying back 38k just 2 get out of the payday loan spiral I was in and it still didn’t cover all the debt but it did reduce my monthly payment, been claiming against all payday lenders in the hope to get enough to clear this loan sooner, they did say it will reduce interest costs if I pay it off sooner
Brad says
Hi Sara, thought I would update on my complaints progress:
Adj upheld against Likely Loans, refunded £960 interest paid.
Adj upheld against Satsuma partially. Repaid £700 out of £1,100 interest
FO rejected my complaint against Lloyds for loan, overdraft and credit card
Still waiting for a decision on Trust Teo loan and complaint against New Day (Aqua and Marbles) for credit cards.
Thanks again for your help, it has changed my life and also stopped me gambling for 8 months now.
Sasha paton says
Hi ive had my complaint against 24/7 moneybox partially upheld by adjudicator whos gave them till 30th march to reply, they didnt i know tgere notorious for this, its now with ombudsman can i ask if they ignore the omvudsman decision as well what happens then?
Sasha paton says
Hi ive had my complaint against 24/7 moneybox partially upheld by adjudicator whos gave them till 30th march to reply, they didnt i know tgere notorious for this, its now with ombudsman can i ask if they ignore the omvudsman decision as well what happens then??
luka says
I don’t think they can ignore the ombudsman decision, but they will do their best not to pay, i.e. drag it out for as long as they can.
cindy king says
I have a formal complaint with Wage Day Advance in regards to 6 payday loans I took out with them and they are asking me how i know how to make an affordability complaint to them, do I need to advise them of this or not.
“In your complaint letter, you stated when you found out you could make this type of complaint but not how. Can you please clarify this?”
Sara (Debt Camel) says
Just reply telling them what happened. When and how did you find out about this site – did a friend tell you? Did you see an advert for a claims firm on Facebook and google to fine out more? Etc there are no wrong answers here.
allan says
Quidmarket have made me an offer of £638.87 on the loans totalling over 5k, I worked out I paid about £1285.57 interest in total. They are only paying back the interest on 4 of the loans I took, I took 16 in total. Should I go to the FOS as if they are paying out on four they should pay out on all 16 shouldn’t they?
Have also got lending stream, pounds to pocket, payday express and quickquid with the FOS too.
Sunny and payday uk paid up most of the interest so accepted their offers
mini credit have gone bust
Thanks for this site Sara its been so helpful
louise says
Can someone help? How long do 118 118 take to make a decision – I am now on week 6?
I had two loans with them – the first was not even settled and they gave me a larger loan in 2015.
I am now in a DMP and am paying in relation to this to all my creditors.
Dan says
Hi Louise,
The 8 week deadline was yesterday for me and I still have not had a response from them. I received an acknowledgement email from them about a week after complaining but no other contact.
It is very frustrating, I have complained to quite a few companies now and they are the first that haven’t responded within the 8 week period (However most were in the last few days of the 8 week period). I will be waiting a few more days and then going to the FO. Hope you get a response soon!
Louise says
Hi Dan
Thank you for your response. I’ve had a few emails saying still investigating off 118 118. I just hate the waiting game.
I’d chase yours up and write to fos in the meantime.
Good luck!
Jen says
Hi dan and Louise I e.mailed this e.mail to 118118 the day after the 8 week mark, I had their final response 2 hours later, upheld 1st loan full refund and 8% added, did not uphold 2nd loan as it was to consolidate payday loans. Good luck
Hi is there any update on my complaint, I am complaining about the unaffordable loans you gave me and am requesting that all interest paid is refunded. As from my original complaint 8 weeks was up yesterday, can you please forward me your final response so I can decide if I will need to contact the financial ombudsman.
I Included name address and complaint ref number
Many thanks
Phusita says
Hi Sara
Please can you help me . I would like to complain to Lloyds bank about my loan £5000.00 I have took out 8 years ago but still have £3500 balance to pay back . I already pay in for this loan £2700 The time I took the loan I only earn £800 a month and in and out of work for the part and miss a lot of payment . Do you think can I make a complaint to Lloys for interest and extra charge?
Please give me some advice what should I write to it
Thank you
Phusita
Sara (Debt Camel) says
sorry i didn’t see this query. You can use a version of the payday loan complaints letter – remove the bits referring to “payday” and multiple loans. If Lloyds were your main bank, say this and point out they could have told from your bank statements which they obviously had access to that the loan was unaffordable.
Louise says
Update today:
Have had my response from everyday loans and complaint upheld.
All interest been removed and I only have to pay back what they lent. Excellent outcome.
Lent 5000 and have paid 3k so just 2k left to go. On my dmp the balance was showing at 6.5k still left.
Took them 5 weeks to uphold my complaint a lot of emails gping back and forth.
They won’t take responsibility for the cheque the paid to avant that they have proof was cashed for 1843 by avant. That is with the adjudicator with evidence as part of the investigation.
J says
Hi Louise,
Great news and well done! I just wondered what your advice would be for dealing with Everyday Loans? I’m holding off tackling them until all my payday loan claims are resolved or with the FOS. But this is my largest loan and I’m also paying a horrific amount of interest.
Sara (Debt Camel) says
There is no reason to delay tackling Everyday Loans!
J says
Hi Sara,
I should have explained that I also currently have a PPI complaint with them that they still have 3 weeks to reply to, and want to wait until this had been resolved as well – or can I submit a complaint at the same time? I’m trying to keep this process manageable too so it felt easier to leave this one until a few of the others had been resolved.
Sara (Debt Camel) says
oh you can send in another complaint now – your PPI complaint could take a very long while if they reject it fo it goes to the FOS. Just say “in addition to the PPI complaint I send in on dd/mm/yy, I am now making a separate complaint about unaffordable lending.”
It’s up to you if you would rather wait, but I am just saying there is no reason to.
J says
Ok thanks very much Sara, that’s great to know. I have paid off the original amount loaned and then some, yet still have another 2 years of payments to go. I will send my QQ/P2P final response off to the FOS and then get cracking on this one.
louise says
Hi Jackie,
Email them your complaint and explain the situation to them – I did with all my others I also had the statements from the other large loans that I took out before them she had all the information from their end inaccurate and I kept emailing her information.
They assign one person they did with me and she emailed me directly. She also said before she makes a decision if she needs any further information she will come back to me first – she didn’t.
It was quite quick 5 weeks for a response. She listed all my points I had raised and upheld the complaint and knocked off all the interest so I am only paying the loan back! Interest is extortionate I put that also in my complaint but I was desperate.
J says
Hi Louise,
Thanks very much for all your advice. I was just wondering what the email address you used to address your complaint with Everyday Loans was? They’ve insisted on doing everything via post for my PPI claim, which has been very frustrating. They also did not bother giving me all the original paperwork that I requested for my PPI complaint so I’ll be pulling them up on this too.
Sara (Debt Camel) says
try complaints@everyday-loans.co.uk
Paul says
Hi everyone
Please help
I’ve had my final response back from Wonga
50 loans totalling £6044 in interest
They have upheld my complaint and offered me a refund on 4 of the Loans from 2103 + Stat interest
Total they are offering me is £1,176.05 which is great but I have no idea why they’ve only upheld my complaint on those Loans when I have taken a further 20 loans from them after 2013 for increased amounts and the same repeat lending month after month
It looks very random?
Can’t work out why they have agreed that they could have done more on those loans hence the refund of £1,176 but don’t accept the later loans?
Does this have something to do with changes in regulation around short term borrowing and the pricing Cap that took place in 2014? They reference this in their response to me and that post 2014 they feel they were responsible in their lending to me. The interest of the loans after 2013 is £2,782
Not sure whether to accept or not it take to the FOS?
In 2014 I borrowed in 10 consecutive months all between £800 £1000.
Should I counter offer? The money they are offering me only clears what I am owe them
Feel I would get more i wouldn’t get more if i take to the ombudsman
Any advice greatly appreciated
Allison says
You’ve answered your own questions. It is completely random, they seem to pluck loans to uphold out of the air and why those… because it nicely ties up to repay what you owe. It’s enough that you will be tempted to settle and won’t cost them.
Paul says
Thanks for the response Alison
Haha yeah that’s pretty much the jist of it – the fact the have were prepared to uphold my complaint on 4 loans can only bode well for when I take it to the FOS
I’ll respond to their email and advise I am rejecting their offer and the reasons why I’m rejecting it.
Off to the FOS I go
I have table showing the loan dates/ amounts/ etc which clearly shows if they are upholding 4 from 2013, they should also be upholding the majority of loans from 2014-17 as the amounts are the same if not higher and the frequency is the same ( month after month)
Sara (Debt Camel) says
“Does this have something to do with changes in regulation around short term borrowing and the pricing Cap that took place in 2014? They reference this in their response to me and that post 2014 they feel they were responsible in their lending to me. The interest of the loans after 2013 is £2,782”
Wonga usually say this to people. It is true that they did tighten up their lending criteria after 2014 (thank goodness!) but that doesn’t always mean that they got this right after 2014. Doing better than terrible doesn’t get you all the way up to being good… Loads of people here have had refunds for post-2014 borrowing from the Ombudsman.
“The money they are offering me only clears what I owe them” As Allison says, they have chosen some loans at random to add up to that amount, so they won’t have to pay you any cash but you will be tempted to accept it.
i suggest sending this straight to the Ombudsman.
Dan says
Just had my response from 118 118 Money regarding my complaint on 3 loans. They offered to refund me £160 which was apparently the interest paid on my first loan with them and rejected my complain on the 2nd and 3rd loans.
For the 2nd and 3rd loans I had with them, part of the loan was used to settle the previous agreement with them
They broke it down as the following:
Loan: £2000
Total Paid before new loan: £2160
2nd Loan: £1973 (of which £1173 was used to settle the 1st loan and £800 sent to directly to me)
Am I right in saying that the total I actually paid towards loan 1 was £3333 (£2160 + 1173) and so I therefore paid £1333 in interest on the 1st loan and not the figure of 160 as they suggest?
Thanks for help in advance!
Dan
Sara (Debt Camel) says
“Am I right in saying that the total I actually paid towards loan 1 was £3333 (£2160 + 1173) and so I therefore paid £1333 in interest on the 1st loan and not the figure of 160 as they suggest?” YES !
Dan says
Thanks Sara, I have already sent my complaint to FOS.
Thank you so much for your help! Because of this site I have already received £1700 in refunds directly from the lender and have 4 other cases with the FOS.
louise says
That was strange after today’s message and you hadn’t heard from them. I emailed them and they said you are on day 38 we will be in touch so not holding out much hope Dan!
However, I have had a good result today with Everyday loans so will have to wait a little longer.
Hope you get what you are entitled to Dan – go for it.
Sara (Debt Camel) says
Hi Louise,
would you like to do a separate comment on your Everyday Loans result? people always like to hear about success stories with these large loan non-payday lenders.
louise says
Hi Sara,
yes I will do it now – I am pleased and reduced by DMP by 5k as I called DMP yesterday and I still owed 7k amazing!
Damian Blows says
So, I have had the ‘standard’ response back from paydayexpress –
Your complaint is about all of the loans that you had with us. All of your loans are more than six years old, and might be too old for me to look into.
During my investigation I have found that a debt management company Debt Reverse was helping you in March 2013. I think you should have known at this point that you could complain to us, and that you should have complained within three years of this time. Because you didn’t, I cannot look into any of your loans with us.
So, i will be taking this to FOS as well.
Sara (Debt Camel) says
OK, make sure you tell the FOS when and how you came across this site (did a friend tell you about it? did you see an advert by a Claims Company on Facebook and googled to find out what it was about? there are no right or wrong answers, just be as specific about when and how as you can remember).
I assume you knew you were in trouble when you started a DMP but you had no idea that you could make a complaint about unaffordable lending because you didn’t know what that was? Other people have made the obvious point that if they had known, they would obviously have complained, there would have been no reason not to. And say that Debt Reverse never mentioned to you that you might be able to make a complaint.
N says
Hi, I’ve gotten myself into debt due to a few issues one of them being gambling. Having used pay day loans for a number of years and mainly to fund gambling I’m trying to claim some money back as i think the lenders didn’t really do a check on my lending and spending history. I’ve sorted the gambling issue out now but obviously still in debt. I’ve sent a few emails to the lenders and still waiting on reply’s. I do have two current outstanding loans, one is roughly £1,200 and the other is £580!! Any advice is truly grateful, thanks!!
adele adams says
can you send complaints for recent loans or is it just before 2014? Thank you
Sara (Debt Camel) says
All loans! Lots of people are getting refunds from loans from last year :)
Jackie says
Another success for me. I hd a couple of loans with Ferratum, the last one took out last July for £800. I fell into arrears with this and owed over £1000 wich I was paying back £75 month. I sent them a complaint, heard nothing so after 8 weeks sent my complaint to the FOS. Yesterday, Ferratum contacted me to say they had received a complaint from the FOS. They say they did not act irresponsibly but as a goodwill gesture are waivering the outstanding balance on my loan, updating my credit file and sending me £100. I wrote back straight away to accept and today my loan was paid back and the £100 in my account….all in 24 hours. Have to say they were very efficient in dealing with this. Thankyou so much Sarah, my finances are getting back on track, I couldn’t have done it without you.
Lee Sharratt says
I’m awaiting for my statement from Ferratum. Going back 5 years , yet to respond. Nearly 8 weeks is up
louise says
well done Jackie – is this rare that a company comes back to you if you send it to FOS with an offer? I have two I have sent Avant Credit and PayDay UK.
They are being looked at now.
Many thanks
Louise.
Chris says
So after 9 weeks from submitting 9 complaints to lenders,
I have 3 closed out and refunded with negative CRA files removed.
5 in the ombudsman queue are
Quick Quid
mr lender
My jar
Sunny
THL
and 1 (money shop) still negotiating.
The three settled are
Pay day express
-£5902 interest paid
-£7809 refunded incl 8%
pay day uk
-£5800 interest paid
– £5682 refunded incl 8% interest. – Some loans before 2011 and unable to determine so hence lower.
Wage day advance.
7 loans – £675 interest paid all in 2011.
Refunded £564 incl 8%. First 3 loans were dismissed.
Needless to say, I’m extremely happy so far as I’ve paid off all my credit cards (£13k) with some left over.
Thank you so much Sara and everyone’s support so far.
Chris
MrsWelsh says
Evening, anyone have any experience with Quickquid (cash Euronet) Adjudicator ruled in my favour but QQ haven’t responded & it’s passed their deadline ?? Just wondered if anyone had any thoughts ?
Sara (Debt Camel) says
It will go into the queue for the ombudsman. Sometimes QQ come back and accept later. Sometimes they come back with a lower offer which you have to decide about – come back here if that happens and you are uncertain.
MrsWelsh says
They’ve comeback today to say they don’t agree with the adjudicator? So is that it ? Thanks so much for your help ?
Carly says
Hi Sara
Is a gambiling addiction something that would go against me with the lenders/adjudicater/FO?
I only ask incase they ask for bank statements etc?
Thanks
Thanks
Sara (Debt Camel) says
Well lenders don’t like it! But the Ombudsman regards it as an addiction. Read https://debtcamel.co.uk/gambling-payday-loan-refunds/ which has some examples.
angela says
Found this site by chance and have sent complaints to Wonga,Sunny and Mr Lender regarding payday loans I had taken out from Nov 2011 until October 2014 which was when I couldn’t do the juggling and stress any more and contacted Step Change Debt charity . Even if I get some of the interest back it will help reduce my debt as I presume they would just pay it straight to my balance with step change . No harm in trying.
Thanks for all the great information
Sara (Debt Camel) says
Yes, if there is a balance outstanding a refund is used to reduce that, which will speed up your DMP. See https://debtcamel.co.uk/payday-refunds-defaulted-loan/ for more details.
louise says
Yes Everyday loans did this to me – just reducing my balance as to what I owe through my DMP.
dan says
Hello,
First off this website is amazing!!
just wanted to know what my chances are of making a claim?
Ive had 30+ loans from 2012 through to 2017 from Wonga, Sunny, Quick Quid, Pounds 2 Pocket, Lending stream, Satsuma and Avant credit.
The debt spiralled resulting in me going in to DMP.
Anything to Help me pay back whats left would be good.
i’ve sent the the complaints off just waiting to hear back.
Sara (Debt Camel) says
The decisions are lender by lender. So how much did you borrow from lender A and what were the gaps between repaying one loan and taking out the next… also what would the lender have seen when they checked your credit record – that’s especially important for the larger or more recent loans. The lenders you name are all still in business, which is good.
Dan says
Overall it was about £6000. With most the loans took out in 2013/14 and mostly from sunny and wonga paying them off at the end of the month then getting another one out by the first week of the next! Then I’d get bigger loans so stop using borrowing form the others! They’ve all replied saying they’d look into it which is good. Just wondering what the chances are of winning?
Sara (Debt Camel) says
“With most the loans took out in 2013/14 and mostly from sunny and wonga paying them off at the end of the month then getting another one out by the first week of the next! ” then that sounds like excellent cases against Sunny & Wonga.
The Avent Credit case may be good too as that would probably have been a much larger loan? But you will need to show that you couldn’t afford the monthly repayment without borrowing again.
Dan says
Just received this email from avant!
. Your monthly net income is used to help determine what a suitable monthly repayment amount would be for yourself. On the application, you indicated that you received £**** monthly, which was then verified by information on your bank statement dated 30th Sep- 30th October indicating a monthly net income of £*****.This information was then confirmed against information pulled from your Callcredit Tac report to determine your eligibility for credit. Beyond confirming your monthly net income we further examined your credit files to identify any pre-existing debt obligations, this supported our calculation of the affordability of an additional credit obligation. Your credit score was also taken into account when making the decision to lend. These metrics had a significant influence when evaluating your application with our industry-leading risk assessment model, prior to making a credit decision.
We can see from the payment schedule that you made the first 16 monthly payments on your loan successfully which would indicate to us the loan was affordable to you at the time of it being taken.
Considering the above information, we do not consider that we failed to properly assess the affordability of an additional credit obligation for yourself prior to making a credit decision for your loan.
Should I pursue this further or am I fighting a losing battle? At this time I was getting payday loans with other company’s
Sara (Debt Camel) says
That looks like standard lender guff to me, Avant Credit usually rejects complaints – just send it to the Ombudsman. When you need to emphasis in your complaint is what you credit record looked like at the time of your application at AC. Were there defaults, missed payments in the last 6 months? How much total debt did you have outstanding, so what were your monthly payments to that debt? If you were paying these, could you then afford the AC loan repayments without borrowing again?
Joe B says
Good Morning
Can anyone tell their experience of my recent dealings with Payday Express.
The Adjudicator ruled in my favour for 16 loans to be paid back and gave PE until 26th March to respond, they have not responded (Shock) and now its been sent to an Ombudsman.
My Three questions are this
1, Is the ombudsman likely to disagree with the adjudicator?
2, Do PE usually respond with an offer during the 3 month wait for the Ombudsman to pick the case up?
3, Is this a usual tactic of PE to chance the Ombudsman may disagree with the original decision?
Many Thanks for any response in advance.
Sara (Debt Camel) says
An Ombudsman normally upholds an adjudicator decision, but sometimes they “tinker” with it – eg changing to 16 loans to be refunded to 15 or 18. It is incredibly rare (actually I can’t remember a case) where a large award such as 16 loans is completely rejected by the Ombudsman.
louise says
Hi All,
Everyday loans result yesterday. upheld complaint:
I originally borrowed £5000 large loan to try and get out of the mess I was already in – I stated quite a few points on my original complaint. When I complained I only then identified that one of the amounts they had put as having a loan with was AVANT credit. I queried this and I was in so much mess I didn’t even notice that £1843 was paid to AVANT so I had physically off Everyday Loans £3157 and they paid the cheque to Avant of £1843 which has not gone on my AVANT account. All resulted in a DMP with Step change Jan 2017.
A lot of emails from the lady who was dealing with my complaint back and forth and received a letter in the post yesterday. Complaint upheld.
She agreed that the loan was unaffordable and should not have been granted.
Removed all the interest to date and this has come off my DMP – I owe them to date £2,900 on my DMP now it was still £7,000 due to all the interest when I called Step change to advise them.
So basically, I am only paying back the £5000 with no interest charges.
Avant credit is with an adjudicator for unaffordability along with the cheque paid that everyday loans have produced evidence for.
My answer was within 5 weeks – however, I did keep emailing back and she was very approachable for my complaint. However, the decision is via post and the acceptance form has to be sent back via post.
Anyone had an everyday loan – needs any advise let me know.
Sara (Debt Camel) says
Good result for Everyday loans – and hopefully a similar one from Avant Credit to come!
louise says
Yes thanks Sara – Avant Credit will have to do something and I was assigned the adjudicator within 5 days! However, I did call the FOS office and explained the situation in detail after submitting my complaint and updating them in this cheque cashed and no record of it on my account.
Avant have explained they have had a complaint from FOS via email and explained they are chasing this missing money banked.
Will keep everyone updated.
Thank you for your help and support!
Gareth says
Hi all, firstly what a great website and forum. In addition to making unaffordability complaints to a a number of payday loan companies, I have just started a complaint against ZOPA. They gave me a loan of £5,000 even though I had 5 active payday loans at the time, and a maxed out overdraft. Has anyone had any success with ZOPA or any other similar/more mainstream lender?
Sara (Debt Camel) says
not sure I would call ZOPA a mainstream lender… but I don’t recall a case against them. the affordability rules are the same for all lenders – you have to be able to show you could afford the monthly repayments without borrowing again somewhere else, and that ZOPA should have realised this when you applied for a loan if they had done proper checks.
Carol says
Hiya, I’ve had a root about and found out Money in Advance is now SLL Capital (would help if I checked would it not!). Dhur………. Shall I send my complaint to them or give up on this one? Thanks.
louise says
Id go for every one Carol – what have you to lose! It helps I think when you have had some success like I have also that you think – I am going for this one too.
Carol says
Thanks Louise. I get up in the morning and think “right this is the day I’ll get my bum into gear” and then half way through the day I have ended up reading so much I chicken out and get really worried about doing anything!
Louise says
Carol honestly I am the same. Then I spend half my time emailing and chasing the lenders I seem to think how dare they have treated me this way when I calculate the interest and off I go.
I have had two good results and 5 awaiting decisions and 2 at FOS. I’m spurred on to fight all the way. I want you to do the same Carol and let me know you have.
Carol says
Me again! Anyone kind people out there have a complaints e-mail address for SLL Capital?
Shannon says
This is on their website under how to complain: customercomplaints@sllcapital.co.uk
Carol says
Of starting a hornets nest off! I’m with Stepchange so they deal with all my creditors I don’t relish all of them starting to contact me again.
Louise says
I’m with step change Carol that makes no difference. In relation to complaints. If you get offers just call step change and explain they have reduced their debt due to a successful complaint, that’s what I’d did.
Jojo says
Hi can anyone advise can I tackle Welcome Finance to ?? Not pay day but did some not great things loans to pay other loans with them etc .Just an ask
David says
Evening all,
Had my response from Wonga offering £1500 against random loans, I think I paid more than £4000 in total and so am going to ombudsman.
Some of my loans are over 6 years, which I will ask to be excluded, however, does that 6 years start from now (ie April 2012) or from when I started the complaint (Feb 2012).
D
Dan says
Hi David. How long did it take wonga to reply to you with an offer?
Thanks dan
David says
I got the offer today, the 8 weeks are due up tomorrow!
D
donna stephen says
Hi there,
I got a response from quick quid stating that I had a flexicredit loan- can I do anything about this as they said due to it being a flexicredit agreement I can’t do anything?… I also got a response from Northway financial about my Swift Sterling account saying that they believe they acted fairly and that due to an error on their part they issued 4 further loans which were repaid and then charged back, meaning that I claimed back my payments… I’ve never had money back from them! They also offered to write off the outstanding amount of £1,094 as a good will gesture… any advice would be helpful.
Thank you x
Sara (Debt Camel) says
You can get a refund from QQ for a flexi credit loan – lots of people have. But the first thing is to ask if you knew what this was when you were borrowing? Some people had no idea and they treated it like a series of payday loans, repaying it in full each months and then reborrowing again.
donna stephen says
Thank you Sarah. No I honestly had no idea, I thought it was a payday loan. Any advice on what I do now? X
Sara (Debt Camel) says
I suggest you reply to QQ that you have no idea what a flexicredit loan is , you had payday loans from them and you will be sending your case to the Ombudsman if they reject it.
Dan says
Hi, I recently received an offer from 118 118 money of a £160 refund on interest paid on 1 of the 3 loans I have had with them due to a fault in checking my credit score. I rejected it and told them I was taking my complaint to FOS. I then received the following email back from them:
I am sorry that you are unhappy with the decision.
I feel that it is important to note that the refund we’ve stated is due to you does still need to be refunded to you. By us issuing the refund to you, this does not in any way take away from your rights to escalate the complaint to the Ombudsman Service.
Am I able to accept this refund without it affecting my complaint with the FOS on all 3 of my loans with them? I have complained to many other companies and never had a response like this. Thanks im advance. Dan
Jen says
That’s good to know I didn’t get that response either but just looked over the wording on mine and when I didn’t accept their response they said I’ve still to get refunded, I even suggested to them they could take the refund from loan 1 to pay loan 2, they said it had to go into my bank, think I’ll send the 2nd loan(current) to the FOS also. Thanks for the update
jemma says
Hi Jen
I have complained to 118 money i had 1 loan with them and half way through the loan they offered me more money (which i accepted) even though i had various pay day loans and poor credit.Was your case similar to this?Did they offer you a refund?
Thanks
Jen says
I had 2 separate loans and multiple payday loans at the same time, they do take the full 8 wks to reply, I paid 1 off early, with other loans the other is still current
louise says
Hi All,
I no doubt will have similar with these I bet – I am on day 42 they told me. I had two loans one with them and then they gave me another and added what was from the 1st to the 2nd loan? How can they say the 1st was upheld and not the 2nd for all you guys. It doesn’t make sense to me?
Sara (Debt Camel) says
Yes you can take the whole case to the Ombudsman. In it you can say that 118 have offered to refund £160 on loan 1 but you think this is wrong because xxxxxxxxx and yiu also want a refund on the other loans because xxxxxxxxxxxxxx
louise says
I thought if you accept a payment you couldn’t then go to Ombudsman – I am awaiting my response from these. Will keep you updated.
Jen says
Hi Louise I never said I accepted the final response in my e.mails, just re read them, I counter offered which they declined, they said to phone them to confirm bank details, I didn’t do that I just sent e.mail saying my bank details haven’t changed from what they have on file to deposit the money in, the money was in my bank 48 hrs later, gd luck
louise says
Hi Jen,
Thank you for your message – I think I was similar to yourself. If I read correctly one loan when I had other loans and then they gave me another prior to that one finishing and added by balance on to the 2nd one from the 1st does that make sense? Is this how yours was?
So if they come back with an offer on the 1st loan – not the 2nd would they probably do the same as they have to you. So can you go to FOS with the 2nd loan or the 1st as well? Thank Jen in advance. Do they take 8 weeks to response they have another 13 days to reply.
I am in a DMP with step change and they are on the DMP for the latest loan. Like everyone else I just got in a mess.
Jen says
Think we can go to FOS cause I never said I accept their final response, my 2 loans were separate a few months apart, I had 2 ask 1 day after the 8 weeks for their final response, which I got 2 hrs later, don’t know if they would have sent it if I never asked, I asked them to pay the refund to my current loan and was told they can’t do that which is odd, instead they paid over £1000 to my bank while I still owe them double that
Louise says
Thanks for the response Jen. I got northway offer really quickly and the got a second offer but I know some don’t and they are late in responding
Payday UK they made an offer without it being looked at by adjudicator? They must know what the outcome would have been. I will give them a month and then call to see if any update. They do seem to be quick payday uk. If you’d of called sooner you would have not had to wait as long wat a shame but good for you.
louise says
Thanks Jen – I think it is all odd with them don’t you? Did they pay you interest at 8% also? They emailed me and told me when they had until (which is 14 days now) so I will be emailing them on the day the 8 weeks is up lol. Mine was slightly different then?
So you go to FOS with the 2nd loan – I wound Jen TBH. How they can agree one was and one wasn’t doesn’t make any sense does it?
I still owe them quite a lot more that £4000 due to the interest they have added on.
Everyday loans was the same but they have upheld my complaint and refunded all interest – taken off the balance that I owe to date.
I will keep you informed of what they come back with.
Jen says
Yea the refund was 957 plus 8% but they put them in2 my bank separately not the same transfer but on the same day, they sent e.mail saying it would come in2 parts, maybe they can’t add, they seem 2 do things different from the rest of the companies I’ve bn dealing with, saying the early loans were wrong not the later 1s
louise says
Yeah I think so too – they are unusual. Have you had any success with any others. I’m still awaiting to hear from most of mine but got PDUK at the Ombudsman along with Avant credit. Both have all the information now.
I will await my response from them. Did you check yours was correct? As a guy on here they got the figures incorrect for him.
Jen says
Yea doin no bad so far this site is great, WDA full refund +8% July 17, peachy 4/7 refund and balance written off, PDUK 4/6 refund plus interest jan 18, cash genie full refund plus interest feb 18, QQ, Wonga, provident, lending stream, sunny all with FO and now 118118, I was In sum mess now facing it all and trying 2 get it sorted
Louise says
Brilliant – well done. PDUk wouldn’t pay me out as didn’t have bank statements (with FO), WDA Awaiting, Avant Credit (with FO), Everyday Loans – all interest omitted off my balance (that’s a big one) 118 118 Awaiting, Satsuma Awaiting, Vanquis ROP Awaiting, On Stride Financial Awaiting. I was in an absolute mess too. However, I am determined to get straight now! Oh and Northway paid out I accepted their 2nd offer so I didn’t have to wait and go to Arbitrator.
I am then going to be doing my credit cards next as similar time to all this mess!
How long does FO take once assigned an adjudicator do you know?
It is the waiting that is the worst isn’t it. Well done you!
Jen says
I forgot bout northway, not heard anything from them at all, tried loads of times all of them were over 6 years tho, I’ve only had PDUK with FO, I sent that 1/9/17 they requested info from PDUK, then it sat in a queue to get looked at, called for an update 25/1/18 and the woman on phone looked at it there and then, turns out they had already offered refund on 26/9/17, it was in a queue to be looked at but not picked up yet, I called every month that was the 1st person that looked into it while I was on the phone, I knew the FO was busy, I accepted and case closed as soon as I received it, I still call once a month for an update on the rest, nothing else yet
Jen says
Cheque centre also but they went bust, think they will give 5% of claim from what the receivers say later this year, cfo went bust no money left either, really wish I found this site sooner
Jen says
I did call FO every month and was told was in a queue, but this 1 time the woman who answered the call took her time and looked at each case she was great and found the offer, think it depends on who u get on the phone, I’ll try northway again thanks
Carly says
Do you think I have a good chance with wonga with the below?
Ive had 7 loans across 2017 with wonga, I put an affordability complaint in and they rejected it saying they were affirdable, did think I had a chance so just left it, then They let me borrow again from them, balance is still outstanding due to financial difficulty so 8 loans all together, borrowing again from wonga and others has resulted in having set up a DMP which starts beginning of May.
Am I wasting my time or not? Thanks
Sara (Debt Camel) says
When was your previous complaint?
Carly says
Was back in August last year when i complained.
Thanks,
Sara (Debt Camel) says
check the date of the reply you had – you may still be just within the 6 months to take the first complaint to the ombudsman. if you are, just get the complaint in immediately, you can go back and improve it later.
If you aren’t, you can still complain about the new lending but not the previous loans.
Sara (Debt Camel) says
But what is this “DMP which starts in May” – DMPs usually start right away – who is it with? are you sure this isn’t an IVA?
Jayne says
PDUK & Wonga had until today to get back to the adjudicator and they haven’t. I have had an email from the adjudicator saying he will be in touch once he hears back. Do they give them extra time? Adjudicator ruled in my favour but awating the companies to confirm if they agree.
Thanks
Ben says
my adjudicator for my wonga complaint gave them and extra two weeks then another week after that – only for them to come back with an offer of refunding 2 of the 17 loans the adjudicator had recommended. Obviously i rejected it and its now been waiting for an ombudsman to pick it up for 6 weeks now so be prepared for a loooong wait.
Jayne says
Wonga accepted! How long does it take Wonga to pay out once the settlement has been received ?
Lee Sharratt says
I have been offered 1330 , the email says up to 14 days
David says
So I am in a bit of a quandary!
I’ve had my offer through from Wonga, which they have pitched at £1550. Looking at my numbers I have paid about £2900.
Whilst I feel that I have got a good case if I take it to ombudsman, I am also conscious that there will be a few of those loans that won’t fall into the continuous lending cycle I am claiming for, possibly up to a £1000 worth.
So do I take the money and run now? Or hang on for another 6 months until it’s been to Adjudication? In the hope for a couple more hundred?!
Sara (Debt Camel) says
how large were the gaps between your loans? Can you summarise this eg “4 loans monthly, then a 6 month gap, then 1 loan, then a 12 month gap then 12 loans monthly ” something like that?
N Mac says
Hi
I have had at least 10 loans with Quickquid, some are six years old with only one being under six years old. I also have loans with other payday lenders. The response I have received from Quickquid is that they will only look at one of my loans (the one that is less than six years old), they have also deleted all my online account history and have ignored my requests for this information. Any advice would be greatly appreciated.
Thanks
Sara (Debt Camel) says
Well you don’t have much to lose, do you, you may as well send the case to the ombudsman. At the moment the ombudsman and QQ are arguing about the over 6 year loans so this will be very slow going, but get your case in the queue and settle back and wait.
N Mac says
Thank you for your advice. Do I need to have any information for the Ombudsman? As I said they’ve deleted all my records including the most recent loan.
jemma says
Hi
I had 15 loans with quick quid within 14 months and they rejected my complaint yesterday for all of the loans.
Going to go the ombudsman and see if they can help.
jemma says
Hi
Has anybody had any experience with Quick Quid.
They rejected my claim yesterday is it worth going to the ombudsman?
I had 15 loans with them from 19/10/16 to 26/12/17 all for different ammounts ,however,sometimes they weren’t always following on from one another does this matter?
Thanks
Sara (Debt Camel) says
sounds like a lot of borrowing – especially as some of them may have been rolled. Worth going to the Ombudsman I think.
Sean says
The adjudicator upheld my complaint against lending stream on loans 3-16 (£6K interest) + 8% and wrote to Lending Stream (Mr V Arora) giving them until the 5th April to reply. I spoke to him yesterday and he has received nothing back from them. Is this common and can I chase them myself?
Unfortunately I can see this dragging on further given how Lending Stream work!!
Sara (Debt Camel) says
Deep sigh – Lending Steam are useless. Tell your adjudicator
Allison says
My adjudicator gave Mr Lender until today to respond. Guessing that they won’t. Do they tend to come back and say we haven’t heard I’m going to chase or do I need to get onto the adjudicator and say pass onwards to Ombudsman.
So much for Mr Lender being efficient.
adele adams says
Had final response from speedycash today. they state i owe 248.90 which i wasnt aware off. they will uphold compalint and pay interest on loans 8-10 £84.75 + £37.78 interest. They state final loan is to be upheld. they will remove interest and charges so its just principle to pay 370-306.59 already paid leaving a balance of £63.41. minus tax on interest they will pay me £51.56 and pay off the final loan
I had 11 loans from 11/11/11-25/10/12. they have also missed off loan 5 on the list they sent. Suggestions please? Thanks as always
mdc says
Hi
The adjudicator advised wonga pay loans 7 to 28. Wonga have offered loans 7-10 and 12-14 at a total of £1,266. I have worked out 7-28 would be around £2,600. If i reject wonga’s offer are they likely to up their offer, should i counter their offer and meet them halfway to try to speed things up.
I a reject there offer and it goes to the ombudsman does anyone have any idea roughly how long that takes?
Thanks in advance.
Steve says
Countering their offer is unlikely to work with Wonga and not heard of them upping their offer. I would absolutely be letting this go to the Ombudsman…they’re likely to agree with the adjudicator and, for the sake of waiting another 3-6 months, it could be worth about an additional £1500 for you. That’s a huge sum and definitely worth the patience!
Ben says
I tried to counteroffer Wonga they told be they would only deal with an ombudsman if i declined their decision.
mdc says
thanks Ben and Steve, sent a counter. If not ombudsman it is.
Lou says
Hello.
I am new here and have been reading comments and advice and finding it so helpful so thank you so much.
I have a question hope someone can help please?
Pounds to pockets have replied to me asking for copies of my bank statements and wage slips (which I don’t have but money can be seen going into my bank as a salary).
Do I have to send them these details for them to look at my case? I have already told them in the letter what my income and expenditure was. I just don’t fancy them scrutinising my payslip looking for get out clauses.
Thanks in advance
Lou
Allison says
You will need to send Bank statements to the FOS if you pass the complaint up, but tell any lenders that they can judge the complaint without them unless you are happy to give them your statements.
Lou says
Thank you. Following your advice I have asked them to look without bank statements. I will send to the ombudsman if and when I need to :).
Lee Sharratt says
Dealing with Ferratum at the moment, asked for stAtements, said I can get them on a website called noodle. Asked them twice and got same response. Why will they not give me my statements. Over 5 years I have been with them
Sara (Debt Camel) says
because they are being difficult?
After 25th may you will be able to get a full statement for free, see https://debtcamel.co.uk/free-access-data-gdpr/. Meanwhile have a look at your credit report!
adele adams says
Dont want to be hasty but Wonga have offered 1012.46+interest 355.84 minus 100.65 on a loan i owe. £1267.65 to be paid to me. How long do they normally take to pay out. How long is the process with FOS? I really need the money now to help the situation i am in. They have upheld 7 out of 22 loans. (of these 6 are more than 6 years old so not looking at them) I think it is a reasonable offer. The offer is on loans value £2955 (they are dismissing £970 as before 6 years. Not upholding £1430 of older loans and £600 more recent.
Thank you all
James R says
Took 14 working days to pay me out (thats the longest amount of time they are alllowed). The y will keep you waiitng until the very end but you will get paid.
adele adams says
i accepted the offer. thank you
louise says
How long does an adjudicator / investigator take at FOS please does any one know? Around two months? Ive had the letter stating they have all the information now required.
Sara (Debt Camel) says
usually picked up between 8 and 14 weeks after a complaint goes in. then between a few days and a few weeks depending on how complicated the case is and whether the lender replies promptly to any questions.
chris says
Hi Louise.
my first case went in on 1st March 2018, had an email from mass claims consultant on 9th March
Yesterday on the 9th April, I had an email from the adjudicator asking whether I was happy to have only the past 6 years worth of loans considered, as the PDL company wanted to dismiss those over six years. I could wait for all to be considered (very slow) or let the case be processed quicker. I went for the quicker option.
Hopefully the FOS are picking these up quicker now. I appreciate they have quite a task to do, each case is decided on its own merits and undoubtedly lots of complaints going in all the time.
all the best
Mathew Clements says
Sara, I need your help…pay day uk have come back today saying because I wouldn’t supply my bank statements then they won’t acknowledge fault…the reason I tried to avoid this is because my bank (Barclays) refused to send me my statements but would send me in the post copied statements (figure that out?) Anyway, I’ve got them but a whole 500 pages!!! How the hell do I send them? Do I scan them all individually again? Sorry to sound dumb, I’m just desperate to try get somewhere with this companies
Louise says
Hi Matthew,
I had the same with Payday UK and I sent it straight to FOS and I posted recorded delivery all the bank statements and my credit file to them I was in the same position – far too many pages.
I was told if I produced them would look at them but I wasn’t waiting around.
Simon says
Hello and sorry in advance if I have posted this in the wrong section. I made a complaint against Payday Uk and received a refund of £4600 from them. My question is regarding what happens to my credit score now? In total there were 47 loans that they admitted were lent to me irresponsibly, so are all these loans now wiped from my credit history? Or do they only remove any negative aspects such as late payments or defaults? My credit score could really do with a boost!
Sara (Debt Camel) says
did you ask them to delete problems from your credit record?
Pras says
Hi Simon,
May I ask how long did Payday UK take to pay you? It’s been a week since I’ve accepted their offer and currently waiting to be paid by them. Thank you.
Louise says
Hi,has anyone sent there Quick Quid complaint to the financial ombudsman but Quick.Quid have put an.objection in as loans are over 6 years old.Just wondered what normally happens next..Thankyou..
Sara (Debt Camel) says
All QQ and Wonga cases over 6 years are currently on hold whilst a a couple of test cases are resolved. The Ombudsman thinks they should be looked at, the lenders don’t, the lawyers are writing long letters… So your case is going to sit there, don’t expect any progress, not even having an adjudicator assigned.
Hailey says
Hi All,
I wondered if anyone would be able to advise?
I’ve been in debt management for nearly 5 years and am very close to the end of my plan.
I ran up debts due to a gambling addiction, that completely took over my life and pretty much ruined it for 10 years.
During my management plan, I hadn’t borrowed anything.
However, a few months ago- I relapsed.
This meant going back into a borrowing cycle, whilst still in my management plan.
I have two payments left, that’s all.
Due to the relapse, I’m in a similar position I was 5 years ago.
I’m unable to afford my repayments to the payday lenders and don’t know what to do.
Can I start complaints, as surely they would be able to see my credit file and see that I’ve defaulted and am in debt management?
Any advice would be appreciated.
I know what a mess I’ve made, but I know once and addict- always an addict.
Thanks- Hailey
Sara (Debt Camel) says
You need the talk to your DMP firm ( who us it?) tell them what happened and ask them to include the new debts in your DMP. And then set about making complaints. If you want to make it harder to slip back in future, think about signing up for Cifas protective registration – see https://www.cifas.org.uk/services/identity-protection/protective-registration. this makes it slower for you to be able to get credit in future as a lender you apply to has to write and ask you to confirm you have applied for the loan – just a few extra days may be enough for you to decide to say No.
Scott says
Hi Hailey.
I was in a similar position as yourself, in a DMP and got myself further into debt.
I’m with step change and couldn’t believe how understanding and helpful they were about it.
Just be honest with them.
What they did was took the new debt I had and obsorbed it into my existing plan.
It was a massive weight off my mind.
Chris says
Hi Sara.
Mr Lender have come back with a second and final offer but only accepted loans 2, 7,8,9,10,11 out of 14 loans.
I understand loan 1 and may be last one or two being dismissed, but peculiar for loans 3,4,5,6 to be dismissed as unaffordable.
All loans were back to back from 2012-2017 and at the height of my debt with other pd lenders, including late payments and forced payments with other lenders.
It’s just been confirmed to be with the mass claims consultant this week (as no offer was made during 8 week stage).
Will the adjudicator automatically accept the loans MrLender have admitted and deemed unaffordable and then review the rest, or do they review all of them again?
Now my credit cards are paid off by the decent refunds of PDUK, payday express and wage day advance, I’m happy to wait. I paid over £8500 in interest from 2012 to MrLender so it should be worth waiting for as well.
Thanks again Sara
Chris
Sara (Debt Camel) says
Most adjudicators start from scratch when assessing a case.
Shannon says
Me and my partner both had loans with the same company. They were not joint and in our names seperately. I sent my complaint to FOS in January and last month was picked up by an adjudicator. My partner’s complaint is with the lender waiting for the 8 week deadline.
Got email last week from adjudicator stating what checks the lender says they did. I sent a reply detailing further information. I then got an email from adjudicator yesterday saying they need me to clarify some things as the lender has told them my partner has made a complaint with them too and some of the information regarding finances is different on his complaint than mine.
The information is the same as I sat down to help him with the complaint as I already done mine. Regardless of this, is the lender is allowed to tell the FOS about someone else’s complaint? Surely this is a breach of data protection?
Sara (Debt Camel) says
I’m not sure this is a very useful line of argument for you to follow. I think it will be simpler to concentrate on the facts of the case.
Shelley says
Is anyone able to offer advice on where to gonto next? As much as these loans were 12 years ago, I spent another 6 paying them off after I was able to get graduate loan to escape the cycle!
Here is my response:
The Financial Ombudsman Service has been set rules by the Financial Conduct Authority about the complaints we can look at, and can’t look at. These rules state that we can’t look at complaints where the event happened more than six years ago, or more than three years since you would have been aware that you had cause to complain.
In your case, you took the loans with XXX in 2006, 12 years ago. Therefore I cannot consider your complaint, although I am sorry to hear of the circumstances.
If you feel that there are exceptional circumstances please let me know.
What would be the best way to argue my case? I have all paperwork.
Sara (Debt Camel) says
I’m sorry but it is highly unlikely you will be able to progress this. The Financial Ombudsman had no jurisdiction over payday lenders before April 2007.
Steve says
Thought it’s time to update on claims.
sent wonga to fos and the adjudicator agreed intrest should be refunded on loans 4 to 15Wonga settled and paid 2200. it took 8 weeks at the fos
247 moneybox sent to fos. adjudicator agreed they should refund on all but first 2 loans. no response so now waiting for ombudsmen 12 weeks so far
wage day advance the adjudicator agreed for refund of 3 loans and they agreed and refunded 330. 10 weeks
118 118 adjudicator has agreed loan not enough checks done and recommend refund of intrest. awaiting response
payday uk i only had 3 loans and adjudicator has agreed the last loan intrest should be refunded. awaiting response.
I settled directly with safety net credit 80% intrestrefunded and with myjar which I received 70% of intrest back.
Mr lender also refunded directly.
I have now put in my last complaint to fos about amigo as there final response was as expected.
has anyone had any dealings with amigo
thanks
tom price says
I have also complained to Amigo as when they lent to me – I had multiple payday loans – also my guarantor (my mum) had multiple payday loans. so as far as I am concerned this was irresponsible lending . I did miss a few payments and I found amigo very rude unhelpful and they place a lot of pressure on you especially when the guarantor was in a worse situation than me. I received my statements from them and paid an absolute fortune in interest. Of all my complaints I have made to Pd loan companies they are the one I would like to have a refund just for the rude unhelpfulness of there staff. They would be the last company I would ever recommend to do business with
Jemma says
Hi Tom
How many loans did you take out with 118 money?I took 1 out o the 31/01/17 for £2000 and then they offered me an increase on 18/09/17 for an extra £700 which i took to pay off some pay day loans i had.Do you think i have a good case my credit report would have been poor a the time they offered me an increase.
Thanks
Steve says
I had 2 loans in total but specifically asked for a refund on the 2nd loan as I know my credit file a payday borrowing was at its worst
Jemma says
Thanks hopefully ill hear good news back from them then!
Rebecca says
I have been given a loan with Bamboo unfortunately, i am no longer working due to sickness, i do have a debt relief order . do you think i can contest this loan 43% intrest
Sara (Debt Camel) says
How large is this loan? Is your DRO still running?
Andy says
I have had an adjudicator up hold my bamboo complaint but they disagreed it is now with fOS
So go fir it I would say, also Sara this has been few months now do you think this is normal, and as it is a large loan it could go in bamboo favour due to the time with FOS
Sara (Debt Camel) says
“as it is a large loan it could go in bamboo favour due to the time with FOS” I don’t think the size of the loan of the time means it’s more likely that Bamboo will win. It often takes 2-3 months on average for Ombudsman decisions and some are longer than the average – I haven’t seen any indications that difficult or large cases take longer.
Andy says
Thanks Sara will keep updated on progress , still waiting for pounds to pocket conplaint with FOS too , many thanks andy
Davy says
Looks like the adjudicator has picked up my first case against PDUK as I had to forward my credit report and bank statements to them this week. How long before the adjudicator comes to a decision once all the facts are in front of them?
Shannon says
Unless it states on the contact it is an adjudicator it may just be the person getting all the info ready for the adjudicator. Normally takes 2-3 months for an adjudicator to pick up your case. Sounds like the mass claims person just getting all info from you and the lender before it goes to the adjudicator.
Adjudicator decision once picked up depends on how complex the case is and if the lender is responsive to any questions they have. Some of mine took 2 weeks and one took almost 2 months.
Louise says
Thank you Shannon. On one of mine it says Invesigator and the name? is that the same as the adjudicator? The one for Payday UK says Mass claims person.
Davy says
Thanks Shannon. I have 5 ongoing cases with PDUK, Wonga, Lending Stream, PD Express and QQ. Went to FOS on 27th February after the 8 week period and no offers and this is the first I have heard since then. I am happy to wait as long as it takes
Cally says
Hi all,
I made complaints in June 2017 to Quickquid, payday express and Wonga. After 8 weeks of either no response or unsatisfactory responses i referred to the FOS. My adjudicator was dead nice and kept me informed throughout. I got 2 refund offers on the 27th March 2017, which I accepted the same day through the ombudsman. Wonga is still ongoing. I do note other people have had faster resolutions – just wanted to give you an idea of my timescale! Just awaiting payment from payday express and Quickquid now… hopefully I won’t be waiting too long x
Davy says
Cheers Cally. I am prepared to wait as long as it takes. Beginning to see the end of my financial woes with the gambling under control, my mortgage finishing in 9 months and my DMP in 2 years. Anything I can get from these complaints will go straight to the mortgage and DMP plus a donation to CAB for all the sensational work Sara does on here
Andy says
I need some help with Kapama/OPOS (previously Mini Credit), as my girlfriend has just paid this debt off in January and we have a statement from OPOS stating a zero balance yet they will not update credit records and keep telling us to get this resolved with the credit reference agencies. We have asked noddle and clear score (Equifax) to correct this as 3 months later it is still showing as an outstanding debt with a default. Who can I ask to get this resolved as already been to the ombudsman with an affordability complaint on this 6 months ago but ombudsman couldn’t see any issue and advised us to pay at an agreed 50% settlement offer.
Sara (Debt Camel) says
Put in a new complaint to Kapama/OPOS, they have to correct your credit record to show settled and a zero balance, not tell you to talk to the CRAs. If they don’t, take it to the ombudsman and ask for compensation – it won’t be much but every little helps!
Cally says
Can anybody give me some advice? I received an email from the FOS on the 27th March – Quickquid and Payday express made offers which I accepted. I returned the acceptance form back to the adjudicator the day after and called to make sure they were received, which they were. Any ideas when I may get the refund paid to myself? I did call Quickquid as a matter of interest and they advised I need to speak to the adjudicator. Any body had the same experience?
Cheers :)
John M says
I accepted through pay day express directly and it took a week to be refunded so maybe a little longer than that as through ombudsman
John M says
Just FYI I finally got all my statements from Barclays. It took some serious conversations but eventually they sent the ledger through for everything from 1999 when I opened the account. Keep persevering for statements if you need them. You will eventually get it. I can now send to FOS. Also to Pay Day Express who said they’d consider more if I presented my statements.
So far £4,100 back with another £11,000 outstanding. I appreciate I have a long wait with Wonga and QQ as over 6 years.
247 Moneybox have been the worst to deal with. I have sent to FOS but they said they still want to deal with me but they are still to send my statement of account for me to make an offer. I can see from my statements I paid about £1,100 in interest and last repayment was June 2012 as such I will wait for 3 more days then make my offer to them for how much I want which I calculate to be about £1600 including statutory interest.
Louise says
That is great news John and also that 247 moneybox want to deal with you – why do these companies wait till you go to FOS and then want to deal directly – does this happen often do you know>
Dave says
Hi All,
Thought i share my story so far:
I had a total of 32 loans from 4 lenders
16 wonga
9 CashEuroNet (quickquid / pounds to pocket)
5 lending stream
2 wizz cash
Response times as follows:
wonga – full 8 weeks
CashEuroNet (quickquid / pounds to pocket) – 7 weeks
lending stream – 2 weeks
wizz cash – 5 weeks
Results so far:
wonga – full 8 weeks – upheld offered £500 based on one loan – referred to FOS
CashEuroNet (quickquid / pounds to pocket) – Not upheld – referred to FOS
lending stream – Not upheld – referred to FOS
wizz cash – upheld offered £95 based on one loan – accepted this one as repaid other loan with them before any interest was due to be paid – wizz cash transferred the refund to my bank account the same day i accepted.
I will provide a further update once i have the final decisions from the FOS
Thanks