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?
linda says
Hi i had log book loans numerous , with mobile money can you advise me where to complain please do i email the place i went for them or contact head office if there is one thankyou linda
Sara (Debt Camel) says
This is their email address for complaints: complaints@mobilemoney.co.uk. Good luck – don’t be disheartened if they reject your complaint, they usually do, send it to the ombudsman.
Sam says
Wonga comedians. Took 8 weeks plus a couple of days
Offered me 25quid from one loan.
Told me 280 written off when they moved systems (which is true) but I think they have a lot more to give. I reckon ballpark 1500 should be returned (less that 280)
Mainly stated stuff was over 6 years so they don’t have to look at it.
Definitely going to FOS with them and QQ. Does anyone have opinions on whether phoning FOS or doing online is better?
Do they want bank statements at the initial stage? If so how do I get them (at cheapest cost) from a closed account? Will SAR request do it? Or do I need a statement of transactions?
louise says
Hi Sam,
I am not with Wonga however, I am with others.
Bank statements – I went in the branch and requested them they printed there and then. Even Barclays and that was a closed acc they asked me for ID.
I sent my FOS complaint on their email website and got a reference no – you have to put it in writing they then requested bank statements and credit file – I scanned these for one the other I posted recorded as too many pages.
Hope this helps,
Damian Blows says
Hi, I needed statement from Halifax for an account that I closed late in 2012. Went in to local branch, and they ordered 2 years worth for me.
And it was free of charge as had never had paper copies previously.
Hope that helps.
zoe says
Good Morning,
hoping for some help, I only had the one loan with 118118 I have had a response and they say there checks were all correct, is it worth talking to the FO.
thanks
Sara (Debt Camel) says
Yes if you think you can show the repayments were not affordable (so you could only pay them by borrowing more money or getting behind with bills) AND 118 money should have realised this before they gave you the loan from your loan application and checking that against your credit record.
Cally says
Hi Sara et al,
Just wanted to express my heartfelt thanks for the wealth of information this website has provided. My story started when I stumbled on this site by accident last year when I had a council tax debt (which is now sorted) and realised I could get a refund of interest on some payday loans I had taken. I complained to Quickquid, Sunny, Wonga and Payday Express. All except Sunny ended up going to the FOS after unsatisfactory responses.
I have just had settlementd agreed with Quickquid and Pyaday Express, with Wonga hopefully soon – all too the tune of around £4000.00.
By the way – anybody who is waiting for a refund from Quickquid and wants to chase – I had success on the email address foscomplaints@enovahelp.zendesk.com – they have processed the refund today :)
Thanks again .. please keep going people it really is worth it. A massive bonus for me is the deletion of any nasties on my credit file, which should hopefully aid me in getting a much wanted mortgage in the next few years!
Much love xx
Matt says
Hi. I have outstanding loans with 5 different payday loan companies. I am a recovering gambler which is the reason for the multiple loans. I have defaults on file (which I am in process of getting removed hopefully) and obvious gambling transactions on statements. Obviously I have a poor credit score
All this considered I am of the opinion I should never have been allowed to take these 5 loans out. This is my argument to all these companies. I am trying to get agreement on removal of interest and removal from credit file.
Do you think I have a chance?
Thanks
Sara (Debt Camel) says
It will depend on whether you had borrowed from those landers before – the more times, the stronger your case is – and exactly what was on your credit record. The Ombudsman does uphold complaints where there is a lot of gambling. Good luck.
Matt says
Thanks for the response.
They aren’t repetitive/back to back loans. 1 from each only. My stance is that difficulties should have shown on the credit file and they can always ask for statements? If they don’t use these as a starting point then surely that’s irresponsible? (Im not arguing your statement, just posing a question in my head). Is this not how it works?
Sara (Debt Camel) says
The lenders should certainly have checked your credit record. However unless the loans were unusually large, it would not be normal to expect them to check your bank statements for the first loan.
But it is always worth putting in a complaint about loans where you have a balance outstanding.
Becky says
So far my offers have been not only abismal but downright taking the mickey!!
Had an offer from quickquid and poundstopocket – offering to pay back interest off my final balance…that final balance included over 400 Quid interest!! They say offer is final and are not going to reduce balance to just the amount originally loaned.
Wage day advance have done the same – offered me interest back to pay off my final balance but the final balance includes over £200 interest! So they still make a profit!!
They have also sent me an income and expenditure sheet to repay my initial loan of £230 plus their £200 interest.
I’m obviously going to send them both to FOS to try and get the ombudsman to help reduce my outstanding balance with them both to just the amount loaned, less the payments i’ve made. But i’m feeling really downhearted with the whole thing at the moment
Oh and cash euro net didn’t even acknowledge my P2P account, just said their final offer included both qq and P2P and that was that!
Louise says
Fight on Becky and go for it – I tell them that I will be going to FOS if I don’t hear or complaint not upheld within 8 weeks and I forward them my reference no when I do it. I have two at FOS at the moment – Avant credit and Payday UK. Awaiting to hear from quite a few and a few I settled – two Northway and Everyday loans.
I bet they all get sick of me as I keep telling them additional information as I believe they have done wrong – I did the same with Everyday Loans.
I have two weeks for my decisions from the rest and it is off to FOS – stick to your guns!
Becky Rayfield says
It’s really kind of you to take the time to show support! Thanks!
At first I thought it would be nice to get a bit back, no matter how much. Now, I am less concerned about the amount (wage day advance I have sent to FOS for less than £200) and now feel quite passionately that it is the principle of the damn thing.
They prey on people at their most vulnerable and it’s disgusting.
Good luck with the claims you are waiting for Louise and thank you again for the cheerleading! ☺️
Sara (Debt Camel) says
Not sure what your Wageday offer was? If you are hoping for a “full refund” of all the interest paid, that is possible but it’s not that common, the Ombudsman will usually say to refund all loans after the first few… if you are effectively already being offered that much, I would think twice about taking a case to the Ombudsman “just for the principle” as you are making the queues longer for other people who didn’t get a reasonable offer.
Of course if WDA’s offer wasn’t a good one, then fine, take it to the Ombudsman and I hope you win!
Becky Rayfield says
That’s a fair point, I will take that on board.
My main gripe is that my outstanding balance still includes interest and late fees, so if I accepted their full and final offer I would still be paying back more than I initially borrowed.
If they are upholding my complaint about irresponsible lending I feel they should reduce the outstanding balance to the amount borrowed?
Or am I expecting too much? If so I will just accept.
Sara (Debt Camel) says
I’m not saying WDA aren’t trying to pull a fast one – the QQ amount involved was very large! – but if they are offering a refund on all your previous loans, just £200 could be the interest on the first couple of loans? do look at the complaint as a whole and think what an Ombudsman would be likely to say. If WDA aren’t offering a full refund on all the previous loans, then definitely send to the Ombudsman.
Carol says
Morning Good People,
Hello to Louise. This is the day, bum in gear. Questions please. When I send the e-mail how do I sign is it just regards, or regards and enter my name Mrs. Rxxxxx?
Am I also ok to send something to Barclaycard, Provident and Capital 1.
I presume that I don’t have to tell the creditors how much I borrowed, they should know yes?
Neil says
I signed my, with regards my name and address. I also added an account number if i knew it. Most of my account were closed and i didn’t have account number or loan agreement numbers, they got all my details from my name and address.
Neil
Sara (Debt Camel) says
Yes they will know the amounts. But summarising can help explain your complaint eg “I took 14 loans over a 16 month period starting in 2013”.
louise says
Hello Carol – Good to hear from you! you get the complaints done today!! If this helps I followed the templates on here and adapted them in relation to each company – for credit cards I did the same adapted to the organisation and my borrowing. I started it “I am writing to make a formal complaint etc” I also explained I am aware that you have 8 weeks to respond from today in relation to my complaint or I will be taking this serious complaint to the Ombudsman.
Let me know how you get on! Louise.
Carol says
Will do Louise. Do I need to put my home address on my e-mails, would prefer not to. I’ve put my account numbers on the e-mails so should that be ok do you think?
louise says
I didn’t Carol – if they need it they will email you and ask for it. They emailed me and requested my old address but I had moved so they needed to confirm the details – your date of birth and current email when taken out the loan is enough :) As well as the acc numbers yes I didn’t even give them apart from the CCard ones.
Sara (Debt Camel) says
You will have had to give your home address when you applied for a loan. If it has changed you MUST give your new one otherwise they may write back to the old one! if it hasn’t changed, well they know it anyway. It’s up to you but I always think it helps to give as much identifying information as possible.
Carol says
Another question please? Do I still need to tell the debt collector that I am making a claim against the lender even though I have been with Red Castle (Quickquid) since July 2015. I don’t want to rock the boat.
Sara (Debt Camel) says
It is a very good idea to tell any debt collector that you are disputing the original loan with QQ. You can still carry on making payments to Red Castle (also known as Arvato) but telling them means they shouldn’t start any legal action against you.
louise says
I told my DMP Carol and they were great – I then corresponded in relation to Everyday Loans complaint upheld so they were clearly aware and could amend the DMP accordingly. It tool off 2 years of my DMP.
Rebecca says
This site has given me hope! After struggling with the vicious circle of living off payday loans from 2013 to the end of 2017, I have stumbled across this site! I always repaid my (multiple) payday loans back on time and have no CCJ’s etc, but I always had to borrow from between 1-3 lenders (spread across Wonga, Sunny, Lendingstream, Payday UK and QuickQuid) to pay rent and lived month to month, and also had loans with Avant & Everyday Loans. Thanks to an inheritance, I am now debt free and the RELIEF is just indescribable, however, without the inheritance I would still be living in that desolate cycle of Payday loan hell. My question is – can I still go to the Ombudsman even if I owe nothing now and am not struggling? The interest I paid over that time is close to £10k+ and it makes me feel sick just thinking about it. Any advice greatly received (and thank you for setting this site up – I wish I had known about it years ago)!
Sara (Debt Camel) says
“can I still go to the Ombudsman even if I owe nothing now and am not struggling?” yes! You aren’t complaining that the current repayments are unaffordable, but that they gave you loans back in 2013 or whenever that were unaffordable then.
Rebecca says
Great – thank you Sara!!! I will get onto that now (it’s taken me 3 days to comb through my bank statements and highlight all of the loans and payments…. it just makes me feel ill) – over 150 altogether. Fingers crossed.
louise says
Hello everyone – just to let you all know I spoke to FOS today – very helpful. Firstly I wanted to make sure that the post I sent them (very large) with my credit file and all my bank statements for PDUK had reached them – it had and they are awaiting information from PDUK then will be assigned and to allow 90 day – could take a shorter timescale.
I then asked to be put through to my investigator for Avant – he is starting work on my case this week and I have sent further scanned information due to the missing funds of £1843 documentation who they paid to someone else.
They were very helpful and said if you ever want to call for an update by all means quote the reference no and we will assist.
Jax says
Just a quick update about my PDUK complaint. After a response from the adjudicator saying that the loans were affordable I submitted a response outlining the reasons I thought they should relook at their assessment. I had sent bank statements covering a 3 year period when I submitted my original complaint however they had only looked at statements from the final year of my borrowing. I have now received a response apologising that information was missed in their assessment and they will reassess. Asked me for some more info too. Does this sound positive?
Jax says
Also Payday Express have told the adjudicator that they can’t look into any of my loans as they are older than 6 years. I thought PDE were paying out on older loans now. Anyone had any luck with them please?
Kara says
Payday Express offered me a refund of the interest on all but one of my loans (20+) that started in 2007 and I didn’t even need to go to the FOS.
Eva says
I had refund from 2008 from them direct. Now with FOS as the amount of interest they refunding is not right and they missed out 2 loans from their statement of account
anon37 says
got a refund on all my loans from 2008 but only after going FOS
Lauren says
Hi, thanks for this information! Awaiting to hear back from about 8 companies…
mr lender have responded from the 5 loans I have had with them over 4 years the final one has money outstanding they have responded to say they are willing to remove the interest on This one only and I will still owe them nearly £300… so Do you think I could try a counter offer or go straight to FO? Thanks
Sara (Debt Camel) says
They do listen to counter offers. Would you like to give some details to get an idea of what to ask for? For each of loans 1-4, how much did you borrow, how much interest did you pay, what was the gap from closing the loan to taking the next one out. Then for the last unpaid loan, how much did you borrow and have you made any payments to it?
Lauren says
I have asked them for all detail from previous loans as it was over about 3 years. I am paying my current loans off via debt collection agency,
In the first email from them they said I currently still owed £1422 and have paid £120 but they said they are willing as a Gesture of good will to reduce to just under £300 what I still would owe. They are now saying as I have only just informed them of financial difficulty they will only take the 5th loan into account and I owe a total of £2850 I presume this is with all the interest added on unlike the previous email and are still willing to reduce it to £300. They have said in total I have borrowed £3800 and repaid just £826 in interest in total. Which is only 22% of the capital I have borrow overall which is significantly less than the 100% interest they could charge.
Are they being reasonable with the offer of me still owing them £300?
Sara (Debt Camel) says
I can’t really make sense of those figures. You do need the details for each loan separately to be sure what is being offered.
do you know how much you borrowed for each of the loans? You may still have the emails. or can see from your bank statements? is it just one loan you haven’t repaid or two?
Lauren says
It is one loan I haven’t repaid.
I have asked for details of all loans, as I have no longer got access to my account I had with the bank. But least amount I borrowed was around £250 and max was £1500- £1800 I think and I would say most of them were above £500.
Thanks for your help
Sara (Debt Camel) says
That’s a lot of borrowing. It could be a good offer but I think you should say that you can’t consider their offer until they have sent you the statement of account for your loans.
John M says
I have finally managed to get my statement of account from 247 Moneybox which showed I had £993.35 in interest and charges over the course of 10 loans with them so I have told them what I would accept as a refund (7 loans at £898.35 + 8% statutory interest) so will wait and see if they reply in agreement. I will keep it running with FOS until they advise if they accept. If they reject it I will just add the correspondence to my FOS complaint.
Will provide an update if and when I hear anything from them.
Lisa says
Hi John,
24/7 moneybox have not responded at all to
my adjudicator who found in my favour. They were given two weeks which was extended to to 3 weeks and now it’s been sat in the ombudsman que for 4 weeks and they still have not made any contact with adjudicator, so you maybe in for a long wait. Good luck!
John M says
Hi Sara,
247 Moneybox have offered me £500 which feels like they have p[lucked out of thin air to try and get me off their case. I don’t think this is reasonable and like I said before it is already with the FOS in the queue. Do you think it is worthwhile telling them no and waiting for the FOS or keep negotiating with them? I don’t know how they operate and what is the best thing to do.
Thanks.
Sara (Debt Camel) says
Well there is no harm in replying and saying what you would accept. But definitely leave the FOS case running until you get an offer you feel is acceptable.
Lou7 says
Hi all, I put in a complaint yesterday with avant credit and got a reply today. It was very quick. They said they did nothing wrong. Even tho I had a loan, paid it off and had another loan for double the amount of the first one. Plus other loans and 2 payday ones. Ombudsman?
Louise says
I was the same Lou with Avant and same response mine is with the adjudicator at the moment.
tom price says
also had the sam3e response form avant credit, it has also been sent to the FOS
Mr and Mrs C says
Me and my husband were in the debt spiral due to payday loans. Over the course of 2010-2016 we have had loans with the following, many of which were rolled over, borrowed to pay each other. Wonga 7k, Quick Quid 23k, Swift Stirling 9k,Payday Exress 1k,Cash Genie £500,Pounds to payday 2k.They are all cleared off now but it took a long time, and we got a ‘lucky break’ as I got made redundant so we used some redundancy to clear a lot of them, and we are now in debt management. After I found this site I did some digging through our bank statements and found the situation had been way worse than I had even imagined when we were going through it, we didn’t realise we had borrowed so much over so many years. The end of the month became a logistical nightmare as no sooner had we been paid, and cleared a loan off, we were borrowing again the same day to make ends meet, pay the mortgage, feed our child. By the end of the cycle we were borrowing our entire months salaries on payday loans. When we were in the middle of all this mess we couldn’t see how bad it was, when it has ended and you look back on what you have got yourself into, and think how did it ever get that bad?? We will be in debt management for a long time,
but we are out of the cycle of the payday loans and no one is now profiting from our despair and poor judgement.
Kaz says
Hi All,
Update to my complaints, I issued complaints to Mr Lender, QQ, Uncle Buck, Sunny, Moneyboat, My Jar, 118 118 Money and Wonga.
So far only four have come back to me which is QQ, Uncle Buck, My Jar and Sunny. Out of the four that have come back to me, it was only Sunny who has upheld my complaint and issuing a full refund to me.
Uncle Buck and My Jar are both saying they were affordable and the correct steps were taken, I know differently and provided them with a list of the loan companies I had out the same time as theirs (which works out to be 7-10 lenders). If they had carried out the correct checks they would have seen straightaway that there were other loans I had out and late payments were all over my credit file. These I will be taking to the FOS for further review. I have however advised U.B and M.J that they have a further week to look at the information I have provided them before taking to FOS.
Sunny have been amazing but after requesting my bank details, they haven’t confirmed receipt or when payment will be made.
QQ refused complaint, not sure what to do as I only had 3 loans with them all flexi loans. What they did was lend to me more than my wage was at the time. Borrowed £600.00 repaid close to £800.00 and my wages were only £700.00 :( any advise would be great!
Will update further once I have heard back from the rest.
Good Luck all!
Carol says
By gum all. Sent an e-mail to SLL (Money in Advance) yesterday. Received this just “ACCOUNT BALANCE: £141.84. To try and bring a fair resolve to this matter we propose to remove all interest, fees and charges from the loan balance. You borrowed a sum of £300.00 and you have paid a total sum of £254.95 against the loan, leaving a balance owing of £45.05 against the principal sum. We believe it is fair and reasonable to expect that any money borrowed by anyone is repaid, in your case all that is being asked is that you repay the principal sum that you borrowed. We will continue accepting your debt management payments towards your reduced account balance.
So this is now where I go ‘a bit dense’. Do I now just owe £45.05 and not the £141.84 and shall I put something about F&F’s? (off National Debtline) I am making this offer on the clear understanding that, if you accept it, neither you nor any associate company will take any other action to collect or enforce this debt in any way and that I will be released from any liability.
If you accept this offer, please confirm that you will mark my credit reference agency file to show that the above account has been paid and closed.
Not sure if it’s worth going to FOS?
Sara (Debt Camel) says
First had you had loans from them before this last defaulted one?
Yes, they are proposing to remove the interest from your balance so you only repay £45 and that you DMP will carry on.
No you don’t need to dress this up as a F&F offer, because you aren’t offering them a lump sum. Just make sure you keep a copy of the SLLL email.
Carol says
Thank you Sara. I’ll go back to SLL and say ok he case can be closed but will ask if I do come into some ‘future’ monies can I pay the £45.00 off.
Sara (Debt Camel) says
As the debt is in your DMP just let it run. If you get more money, just pay that into your DMP.
louise says
Very quick and see the first one is done – well done Carol!
Carol says
Thanks Louise. £96 is better in my pocket, actually I’ll stick it in my emergency fund (I will need it as being made redundant). Have sent other complaint e-mails off (even to Provident) and I’m probably being a pain in the bum on here too (sorry All) asking so many questions. Do you think I dare approach Barclaycard and Capital for credit cards. Don’t think I’d better bother with Nat West Loans though. Carol
louise says
Yes – I do as Sara outlines there is another template for these credit cards – so adapt them accordingly. I have just added to my ROP with Vanquis re irresponsible lending – esp if they increased your limit without any proper checks and you were only paying the min card payment.
They sent me an email today and added onto my original complaint – which I didn’t expect.
You had a very quick response Carol – most of mine have until the 24th-30th April and I bet they take the 8 weeks :)
Julze says
Can someone confirm if PAYDAY UK are governed by the information commissioner??
They sent me someone else’s information and I believe mine was also sent to someone in error.
I made a complaint and they came back to me saying. No further action was taken and no compensation to be rewarded and that I could complain to the Ombusdman. But given this isn’t a finance complaint and is a complaint about data protection being breached. Should it be the information commissioner I report this to??
Sara (Debt Camel) says
you can certainly go to the ICO, but the ICO cannot make Payday Uk pay you any compensation. If you want that you need to take the case to the Financial ombudsman. Are you also making an affordability complaint to Payday UK?
Julze says
Thanks Sara,
My claim with them is finnished now.
Do I just have to take there word that my information wasn’t breached? Is there no one who can independently check this?
Yes I understand that they have no way to offer compensation. I won’t be sending it to the Financial Ombudsman it wouldn’t be worth the hassle for what would be offered.
It’s more the fact they should be a lot more careful with people’s personals details and not sending out information. Especially someone showing someone is it a lot of financial difficulty.
Sara (Debt Camel) says
oh then send it to the ICO. You should NOT have been sent someone else’s information, obviously.
Carol says
This will be the last one today (I promise). If I put a complaint into Provident should I expect to start receiving ‘numerous’ phone calls or not? Don’t think I could go through all that again.
Allison says
I can’t speak for Provident but I put in complaints a d didn’t receive anything other than the answers from 4 out of the 5.
lending stream are a whole new world of pain who have ignored the complaint but their debt Rottweilers have upped the anti to the tune of 6 emails a day and three phone calls threatening me with allsorts and I’m sure it was never conincidence that this started 48 hours after the complaint was lodged. Today it’s attachment of earnings, yesterday it was seizing my bank account. So I can’t say it won’t happen but that’s what the ignore feature is for on the call. I’m not blocking them so I can show the adjudicator and ombudsman the level of harassment but I don’t have to answer them.
So let them call. Don’t what ever you do let that put you off complaining. That’s what they want.
Sara (Debt Camel) says
“Today it’s attachment of earnings, yesterday it was seizing my bank account.” seriously? is this in emails?
They can’t do any of that without going to court for a CCJ first, and they can start court action whilst there is a dispute underway so they should NOT be harassing you in this way.
Allison says
Yes in email. The phone calls just ask me to call them regarding an “outstanding” matter.
I’ve forwarded every email to the FOS but it’s the company that bought my debt not the lender. I told them I was complaining the day I submitted my complaint and the harrassment started. I just hope I win because if I don’t they won’t waste anytime taking me to court – apparently those letters are now in the post.
Casey says
Hi Kaz
I wondered how long you had to wait on Sunny to get back to you and if your loans were quite recent?
The reason I ask that I have outstanding complaints with 9 payday loan companies 4of which have Not upheld my complaint and I have progressed with the ombudsman so need to wait on those.
Still waiting to hear back from Myjar .. back to back loans and concurrent loans with other lenders including Sunny and Lending stream.. back to back and ) open with them at one time. I had the most loans with Sunny .. 56 in total over an 18 month period. Sunny have had my complaint for almost 4.5 weeks but not decision. Myjar sent me an update saying unfortunately they haven’t come to a conclusion yet and are still investigating and lending stream aent me a bizarre email saying they can’t discuss due to data protection ?
Kaz says
Hi Casey,
Sonny came back to me two days before the 8 week deadline, gave bank details two days ago and they have only confirmed today that they have received the bank details so hopefully in 3-5 working days i will have the refund! The loans I had out were from beginning of 2016 to the beginning of 2017.
My Jar came back exactly on the 8 week deadline, they have not upheld my complaint as they believe they were affordable. Since then I have sent further proof that they were not affordable.
Not sure about lending stream but from the previous comments and yours they sound like a nightmare!
Sheena says
just wanted to say thank you so much for this. I used your template to send letters to both Wonga and QuickQuid and have had nearly £500 from QQ (which also cleared a default to them), and nearly £1400 from Wonga. At one point I was in so much trouble I was borrowing from one to pay the other, every month in increasing amounts and they upheld my complaints.
Really appreciate the help I got from your site ????
Martin says
Hi Sara.
Do you know a rough timescale for how long Ombudsman complaints are taking currently?
I submitted my complaint in December and received a letter from them mid January confirming the complaint and requesting any further relevant documents.
Now it’s mid April, am I still waiting for the case to be picked up by an adjudicator?
Thanks
Shannon says
It depends on how quickly you and the lender send in the information requested. It is about 2-4 months to be picked up by an adjudicator. For one of mine it took the lender almost 2 months to send info in so took almost 5 months before an adjudicator picked it up.
Debbie says
So my jar have got back to me today saying not upheld. I had 9 loans in 9 months.not rollovers but as soon as one was paid off I got another one out the same day.they state that these were affordable and they don’t feel they have done anything wrong.do I take to the financial ombudsman or leave it as that
Sara (Debt Camel) says
A loan a month for 9 months? Definitely send to the Ombudsman!
Debbie says
Thank u Sara. I have just told them I am sending it to the ombudsman as I told them a loan a month showed I relied on it but they are saying it was affordable.my credit score was low at the time and also had other loans out
Ben says
Anyone know if the investigation by an ombudsman take as long as the initial adjudicators investigation?
time line:
Passed to an adjudicator in September
found in my favour in February
rejected by wonga in February
Picked up by an ombudsman today
Sara (Debt Camel) says
Normally it’s quicker as you and the lender should already have supplied any comments as to why you disagree with the adjudicator’s ruling.
Scott says
I’ve had a reply from myjar today, stating they are offering £400, I paid over £3000 in interest to then with 8 loans in 10 months. Is it worth sending this to the Ombudsman? I have ongoing claims with 118, Swift sterling, piggybank Uncle buck and 247 moneybox. Will they negotiate on their offer or should I just send to the Ombudsman? By the way great website you’re running here, extremely helpful and great to see everyones progress!
Sara (Debt Camel) says
£400 doesn’t sound like a good offer, does it… so yes, send to the Ombudsman. You can go back to them first and say what you would be prepared to accept – they do sometimes negotiate.
Kaz says
Further update: Mr Lender came back to me yesterday and offered a poor amount back (£172 when I have paid over £800.00 in interest) claiming that my last loan (had about 12 in total from 2014 – 2017) was the only one that was un-affordable as all other loans I had out with them had been paid back on time, there were no defaults on my credit file (which is incorrect). I have gone back to them today and provided a clear list of my income, expenditure and what I had left for living expenses (around £100.00 max per month) and a copy of my credit file with screen shots of defaults on my credit file.
There is only one loan I do feel was affordable where I had around £500.00 living expense (this changed after one month and ended up next month with £100.00 living expenses due to taking out more loans)
Sara – do you think their offer is fair? Or should I request they look into this further before referring over to FOS?
Sara (Debt Camel) says
It sounds as though you have sent them a lot of evidence that the loans weren’t affordable. And factual errors – them saying you didn’t have any defaults – is a clear sign they should reconsider.
Karyn says
Thanks Sara! I will wait to hear from them for a week and prepare to take it to FOS.
Uncle Buck have completely refused to look into any of the information I have provided and stated that it’s their final stance and that’s it! They are awful to deal with!
louise says
One for Sara – I think can you help please??
Today, I have received a letter from 118 118 money but says Madison CF UK limited – notice of sum in arrears under the consumer credit act 1974. Two things here – I have sent a complaint and expect a final response within 10 days (at the most) what is more they have sent me email stating they apologise but will be able to provide a final response within the 8 week timescale.
Secondly since Jan 2017 I have had them on my DMP and they have received payments and have sent me the payment amounts received in this letter.
I don’t know if I have done the right thing – but I have emailed complaints with my ref no and explained received this letter today and I have raised a complaint due to irresponsible lending and unaffordability – aware in my DMP why am I receiving this letter? The letter only shows the payments from Jan 2018 however, the interest is just going up – I will call step change tomorrow also?
Sara (Debt Camel) says
That is a routine notice sent every 6 months or a year if you are in arrears on a loan – it doesn’t mean they are about to start court action or anything unusual.
James Mayhew says
I’ve just found your site and no idea i was eligible… Ive been robbing peter to pay paul for the past 2 years working full time and some im still paying.. But ive had several loans with the following…
Lending stream
Uncle buck
Wage me
Safety net
Wage day advance
Pounds to pocket (&quick quid their partners)
On stride
Amigo loans
Lendable
Satsuma
Piggy bank
Probably a few ive missed aswel there off the top of my head… Who can i contact to help me through the process??
Sara (Debt Camel) says
You contact each lender with a complaint about their lending to you. Templare letters in the article above ^^^. Add to the template that the lender should have known you were in financial difficulty from the large number of loans showing on your credit record.
You don’t have to make all the complaints at once. Get going with a few – the ones you still owe money too are top priority, then the ones you have borrowed most from. Then when you are wIting 8 weeks for their replies you may decide to do another few.
For the payday loans you are still paying, you also need to stop paying them – you have to stop the cycle of paying then being so broke you need to borrow again. So tell your bank to cancel the CPA to all the lenders. And tell the lenders you need an affordable arrangement to pay. If there are more than a couple of lenders you owe money to I suggest talking to StepChange, see https://debtcamel.co.uk/help-payday-loan/.
Sara (Debt Camel) says
For Amigo and any other guarantor loans, the procedure is the same if the loan is paid off. If it isn’t, you need to be careful as if you stop paying Amigo will go after your guarantor. Can the guarantor afford to pay? If not, then they could also put in an affordability complaint – if they win this they will be removed as a guarantor and it just becomes a normal loan for you.
Adele says
Just recieved an email today after declining Quickquids offer of £24 and sending it to the FOS. I have been paying them through PRA £10 a month for nearly 6 years with no problems and now this email.
This email is to remind you of your severely overdue loan with QuickQuid.
Payment on this loan needs to be made immediately.
If we do not receive a response, we will take that as a refusal to pay and will take appropriate collections measures which include, but are not limited to, the use of a third party collections agency.
We value you as a customer and would like to help you resolve this matter.
Currently, your balance is £272.00 and FULL PAYMENT MUST BE MADE IMMEDIATELY as your account is over 90 days past due.
Please understand that this message is very urgent and requires immediate attention. Please contact us immediately to resolve this matter.
Any advise? Thank you
Adele says
I emailed stating the above plan and that my balance is 262 according to my records. Unsure why they have emailed unless its because of complaint which is with the FOS. Do i need to pay immediately?
Sara (Debt Camel) says
No you don’t need to pay it in full. You could send them another email saying you are disputing the loan with QQ but are carrying on with the monthly payments while this is being resolved. Come back if they start threatening court action – they can’t d this and it’s very unlikely they will try.
louise says
I have had similar Adele with 118 and a complaint is it but a lot larger amount.
Adele says
have you done anything about it? It was 862 when it went to default. The said they uphold my complaint but only offered £24 and still had the debt remaining too so i sent to FOS and now this. Bully tactics i think
Louise says
No I haven’t ignored it th! Emailed the company and told them I’m not impressed and a serious complaint is underway.
Rebecca says
Good morning
I had 28 loans (with total interest paid of c £2,800) with Wonga from 2012 – 2016. They have just written back with this:
“Thank you for your email regarding your account. We have now sent you details of your loans with WDFC UK Ltd. As a responsible lender, we must make sure every single application we receive is individually assessed. We look at your repayment history and a wide range of industry data. A decision is then made based on a combination of factors. All applications we receive are assessed at the time of application.
If this is not the information you were looking for, please contact us on 0207 138 8330. We’re here to help Monday to Friday 7am to 8pm, Sundays and Bank Holidays 8am to 5pm.”
Can I just go straight to the Ombudsman now?
dan says
hi rebecca, i’m in the exact same position and not sure what to do. Did you send a complaint or just ask for your account history?
Sara (Debt Camel) says
No it sounds as though you need to put in a detailed step two complaint, now that you have the details on your loans.
Shannon says
Bit of advice please. Complaint against Likely Loans. Disagreed with adjudicators findings. Sent further information and documents to support why I disagreed and went to Ombudsman. Adjudicator requested further information on the 10th of this month. I sent email back on the 11th with information requested. I have now received a final response from the Ombudsman as a letter dated 12th of this month.
Issue is neither the adjudicator or the Ombudsman have looked at the information I have sent it would seem. Both state the lender did a credit check and there was no late pays at time of first borrowing. My Noddle report though shows multiple missed and late payments prior to borrowing with multiple lenders as well as multiple payday/installment loans. Also say lender checked income and expenditure but I was actually unemployed at time of borrowing and sent proof of this but final decision states I was employed and could afford the repayments as no other debt (as said above this is wrong).
Is there anything else I can do regarding this?
Sara (Debt Camel) says
You need to phone up immediately and speak to the adjudicator and ask why the information you provided was ignored. If you can’t get through or are fobbed off, you need to phone 0300 123 9 123 and say you have an urgent complaint and ask to speak to a manager. You need to be very polite but very persistent – you were asked for information, you supplied it on dd/mm/yy, but this seems to have been ignored as there is no reference to it in the letter you have been sent. Obviously have the letter in front of you and your case reference number.
Louise says
Hi Sara one up for you please can you help?
Decision ‘re avant credit upheld partially. Along with 150 compensation. My question is the loan was for 3200 for 30 months but the missing cheque was to pay off the balance in full. So the loan would have been paid off within 17 months but interest was calculated on a loan period of 30 months. Won’t it be proportionate. Adjudicator has stipulated that in the letter however acceptance says any refund over the 4829.53 amount which is on a 30 day term does this make sense?
Louise says
Apologies 30 months
Sara (Debt Camel) says
sorry, I’m not clear what the adjudicator has said or why you think it is wrong.
louise says
I do not understand the details – as my loan originally was for 30 months however, everyday loans paid it off with a cheque in 2016 – so I didn’t have the loan with the apr for a 30 month loan – however, he has not picked up on that but I have read it again and it says:
“recalculate the balance outstanding taking into account the cheque for £1843 which was paid into an account on the 19th sept 2016”
“repurchase the allege deby from the debt collector it was sold to”
“refund all payments over £4829.53” – this was on a 30 day term this amount I paid it with the cheque within 17 month term.
“Add interest to the refund at 8% simple interest calculated from the date of each payment to the date of settlement”
“Amend the information provided to credit reference agencies about this debt indicating it was settled on 30TH October 2016” – discrepancy on date.
“pay £150 from the trouble and upset caused by the proceed of this cheque not being credited to her account”
The 30 month term was : £160.98 x 30 = £4829.40 however, it was paid within 17 months if the cheque had gone onto my account so why should I pay additional interest for 13 months when I have paid it back??? Does that make sense?
Sara (Debt Camel) says
So if the cheque had been paid in, there would have been no balance outastanding? If that is correct, I think you should get a refund of all payments you made to H&T or the debt collector after the date the loan should have been cleared, plus 8% interest.
louise says
Yes thanks Sara – I am just confused as the adjudicator has put the 30 months interest figure on and the cheque cleared the balance within 17 months – It is as it is so messy!
Sara (Debt Camel) says
OK I suggest you reply to the adjudicator that you want to be put back in the position you should have been if the cheque had repaid the loan and this means
1) a refund of all subsequent payments you have made, to EL and the debt collector
2) plus 8% interest on those
3) and the remaining balance cleared (if there is one??)
4) and your credit record to reflect that the loan was paid in full on that date.
Ask the adjudicator to confirm this is what you will be receiving. And add up the numbers yourself!
louise says
Thank you Sara – I have done the calculations: in relation to the 30 month term the details are as follows:
£160.98 x 30 months =£4829.40 minus original borrowed figure £3200 = £1629.40 interest on 30 months. (£54.31 interest per month on loan)
£54.31 x 17 months = £923.32 plus £3200 = £4123.32 not £4829.40. (interest figure as early repayment should come down by £706.08) This is what I have queried as Avant don’t charge any early repayment fees and if paid off early then you don’t pay as much interest. He has calculated on the 30 month figure.
The additional amounts I have paid via Avant from September along with Step change are £643.92 myself and S Change £478.68 = £1122.60 plus £150 compensation = £1272.60 so I should get also £706.08 early repayment= £1978.68 plus 8% interest.
The adjudicator did say about credit file etc – do you think I have this correct?? The only thing I am querying is the 30 month term as opposed to 17 months – I have emailed the adjudicator direct and explained prior to me accepting.
Sara (Debt Camel) says
Are you saying the cheque to settle the balance was more than was required because the it should have been reduced because of early repayment?
louise says
Yes – that is correct. I have calculated the interest Sara on a 17 months term when the cheque was given and the cheque was even too large on the interest per month. Avant I have it in writing do not charge early repayment fees and interest is deducted if you settle early which in this case was 13 months early. Avant state that you settle early you don’t pay as much interest.
I am aware under the consumer credit Act you can be charged something like 56 days interest for early repayment however, Avant say no early repayment fees? I am right aren’t I?
Sara (Debt Camel) says
Where did you get the amount on the cheque from? Did Avant tell you that was the correct amount to settle the account at that point? they may have been wrong of course, but I am just asking why you asked for a cheque for that exact amount?
louise says
Yes – when I was in Everyday Loans I had to call up and they said that amount – but that was on the 30 month term – so surely that is not right anyway. They said that was the amount to settle the balance so Everyday wrote them that amount – however, that was on the 30 month term. I think I have done the figures correctly looking at it – what will the adjudicator do look at this and make a decision?
Sara (Debt Camel) says
OK so you need to make it clear to the adjudicator that you need a refund for two things. First because the cheque should have cleared your balance, so you want a refund of every payment you made afterwards – it would be a good idea to list these. Second because you think they calculated the settlement amount incorrectly. Say The Consumer Credit (Early Settlement) Regulations 2004 mean that you should not have been charged for 30 months interest but just 17. So that extra amount too should be refunded. Then you should have 8% pa simple interest added to both those refunds.
Louise says
Great I will send that as he needs acceptance by 18th April and I want this clearing up first. On my figures with 8% I have worked out should be around 2250 owed with no balance.
Andy says
Hi, I have had an offer from money shop which is only a fraction of the interest over the 49 loans I had with them. I will not be accepting. My problem being is I am struggling with getting my bank statements older then 6 years from smile bank. They are having one more attempt to try and locate them in archives. My question is will the FOS consider a complaint without them. Thanks andy
Sara (Debt Camel) says
If you can get Smile to confirm in writing that they cannot access your statements from more than 6 years ago, then I hope the FOS will look at this.
Eva says
Maybe if you had loans with other lenders and you complained to them then send the FOS their statements of loans as support documents as you can’t get the bank statements? There’s a lot of loans from them so hoping you get it back.
louise says
Hi Andy, Do they pay over 6 years ago as money shop told me they couldn’t – as they were not regulated then?
Many thanks,
Sara (Debt Camel) says
That’s not correct.
louise says
They told me as my loans were over 6 years they could not and don’t need to look into these so can’t do anything – what do I do here then?
They said under the regulations they don’t have to????
Sara (Debt Camel) says
Send the case to the Ombudsman!
Andy says
Yes some of the loans they have agreed irresponsibility lent are over 6 years
John says
Hi Andy,
Were your loans with the money Shop cheque based? and also how old were your loans?I had 69 loans with them 2008-20012 and they rejected my complaint in January and the reason given was that they had incomplete records but they sent me my statement of account which showed that I had paid nearly 3 grand in interest!! I don’t know which incomplete records there were referring to so have sent to FOS. My guess is that they were trying to fob me off as they tried to divert my initial complaint of irresponsible lending and instead focused on whether they had treated me fairly and they also mentioned that some of my loans were from a very long time ago and this made handling the complaint very difficult as they can’t remember what happened at the time.
Kara says
Hi Andy. I bank with Smile too and have 3 payday cases with the FOS, 2 of which go back > 6yrs & for which I haven’t been able to provide statements for. I have asked Smile on about 5 occasions for the statements and a few weeks ago they said they would try their archives. They then took a £10 fee. However, nothing came in the post so when I asked over ‘live chat’ if they had been sent they said they couldn’t tell but they could try again. I’m finding them to be pretty useless, to be honest, but maybe I’m biased as I also have packaged bank account complaint with the FOS re Smile.
I’m not holding my breath that any statements will arrive…
Aza says
Plz help I’m unsure wat to do
Based on all the loan by loan information provided above, we conclude that loans 1192010 and 1350197 may have potentially been unaffordable.
As a fair resolution to the complaint, we offer to repurchase the loan 1350197 from third party Motor-mile Finance Ltd. and post that we will close the loan 1350197 without any further payments, however, we have to get in touch with third party in order to check the payments details.
Note: We can refund the interest and charges paid on the loans 1192010 and 1350197.
Additionally, we offer to remove the adverse information (if any) from the same loans 1192010 and 1350197.
Sara (Debt Camel) says
Hi Aza, who is the lender? how many loans did you have from them?
Lee Sharratt says
Wageday advance fobbing me off, I’m not having it, just wrote a letter to the fo, with final response. I’m so angry, saying that I lied, Infact I was in deep with gambling and a dozen lenders????
Sara (Debt Camel) says
read https://debtcamel.co.uk/payday-lender-says-lied/ which covers this situation – quite right to send it to the Ombudsman to look at.
Lee Sharratt says
I’m on it, the swines. Just out of interest , why do some lenders give u a refund? When others are not playing ball ?
Sara (Debt Camel) says
who knows!
Lee Sharratt says
I’m awaiting amigo , wonga and Ferratum, I’m hoping they will be fair, had at least 6 or 7 grand with them all, so fingers crossed. Ferratum with the fo at the moment
Sara (Debt Camel) says
well the chance of amigo being fair is close to zero, so don’t your hope up with that one.
Louise says
Oh no Lee. I’m waiting for my result off them they have another 9 days. Do they take the full 8 weeks? Send straight to FOS.
Alex says
Hi Louise , I’ve put a complaint in to Amigo, had one reply from them could you give me any info of what to expect ? Thanks Al
louise says
Hi Alex – sorry I don’t have Amigo it was Wage Day advance that I was referring to.
I would wait for 8 weeks from initial complaint and then log a complaint online with FOS – ensuring you have bank statements 3 months prior if the complaint is not upheld. That’s what I do to all of mine I only have about 8 days left of my 8 weeks for the following:
118 118 money
Wageday Advance
Money Shop – this be going to FOS
Satsuma Loans
On Stride Financial
Vanquis – ROP
I have sent Payday UK to the Ombudsman and have Avant credit partially upheld but a dispute in relation to interest etc.
Northway – I settled with them and Everyday loans.
Hope this helps, Louise.
Craig says
Hi Sara, sent WDA case to Ombudsman, WDA came back within 3 days to change their mind and agree with the adjudicator, just waiting for them to update my balance and clear credit report befor paying final £30 owed.
Haves sent case against Cash Float to Ombudsman after adjudicator sided with them, sent some more info over. Do Cash Float now get charged by the Ombudsman or is it only if they lose the case? When I worked it out I’m only looking at £300 back, would Ombudsman charge more than this?
Thanks, Craig
Sara (Debt Camel) says
Good the WageDay Advance case is sorted – also that they aren’t dragging things out unnecessarily.
A firm is charged a flat fee by the Ombudsman whenever a complaint is looked at. They aren’t charged more if it goes to the Ombudsman level and it is the same amount whether they win or lose the case.
Neil Thomson says
Hi all,
I have received an offer from Payday UK for some of the loans that I had with them but they say for some others they were “unable to determine” and if I want them to look at those then I will need to send extra info , etc.
My question is if I accept their offer can i still ask them to look at the ones they were “unable to determine” by sending them the info they require.
Ideally I would like to receive the refund of their offer first and then ask them to look at the “unable to determine” ones later .
Can I do this?
John M says
Yes you can but make sure you have it in writing from them that you can accept the original offer and they will investigate the remaining without prejudice and you can still go to FOS if you are unhappy. I have done the same with Pay Day Express and am waiting for the remainder to be reviewed.
MATT says
Update
So Wednesday is 7 weeks since I made my complaints to various lenders.
TRUSTED QUID have sent me their full and final offer and said…..during my investigations, I have found administration errors on some of your income and expenditure forms. Therefore, although this has no impact on the underwriting of the loans, I am willing to offer you a refund of £384.00.
I had 11 loans with them, interest and charges totalling (£1479.25) so I have sent this to the FO this morning.
The £384 is a gesture of goodwill!
lukabale says
Good Morning, i have a complaint upheld with the ombudsman with 247, what is the next stage to this? They never replied back to the adjudicator, so would they reply back to the Ombudsman?
Sara (Debt Camel) says
Assuming this is a Final Decision by the ombudsman it is now legally binding on the 247 moneybox. You should be sent something by your adjudicator to say you accept the settlement and what your bank details are.
Paul says
Hi everyone
From my initial complaints raised with Wonga, QQ, Sunny and Lending Stream on 9/02/04 ( 106 loans a totally £70,000 – £17,000 interest paid)
I’ve had final responses to all of them – ( week 7 they all replied)
QQ and Lending stream have rejected, Wonga offered me £1100 settlement and Sunny £300.
Have rejected both settlements based On the based in the number of loans, amount, frequent etc and on 9/04/18, submitted 4 separate complaints to the FOS (includes all info, final written responses, loan summary etc)
Pleasantly surprised to have received acknowledgement on all 4 from the FOS on the 130/4/18 and that they were now being investigated and that they have contacted the lenders in question.
Are they usually as quick? Was thinking it might take weeks and weeks, great it hasn’t
It’s only taken 9’weeks to get to this position – if anyone is thinking about raising a complaint do so, you have nothing to lose and have the great info from this site
Sara (Debt Camel) says
It is normal to hear back from the FOS within a week. This doesn’t mean your cases have been allocated to an adjudicator, just that they are getting everything prepared so the cases can be picked up. Have you supplied bank statements and a credit record?
Paul says
Hi Sarah
I’ve provided final written responses, all Comms, Loan sunmaries, credit file and just about to send them bank statements so I think your right. Just getting prepared.
Sarah says
Hi, anyone that’s had a payday express payday loan, do they deduct tax from the refund? I was just wondering as I’m currently a stay at home mum so have no income of my own or benefits so wanted to know if they do deduct tax could I claim it all back or is it only a certain amount?
Sara (Debt Camel) says
Yes they usually deduct tax. But if you are not a taxpayer you should be able to claim this back from HMRC, see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Lou says
Hi everyone
I’ve just had a flat out refusal from quick quid and pounds to pockets. I had 27 loans over 2 years from them. From 2012 onwards. Most loans were 2012 to 2014. Is it worth going to the FOS or am I fighting a losing battle. Also had loans from other companies during this time. TIA :)
Jemma says
Hi Lou
I had the same from quick quid so I’ve gone to the FO just waiting for them to get in touch with me now.
I took out 15 loans with them within 12 months so hopefully i will get something back.
I think you should go to the FO you have nothing to loose.
Lou says
Thank you for your reply. I think you could be right and it is worth giving it a go. I filled in an online form yesterday but I’ve yet to receive a reply from them. Like you say I have nothing to lose I guess from trying. I’ll keep you informed on how I get on :)
Jemma says
I filled out the online form last Monday and still haven’t heard anything back.
I rang them today to double check they received my complaint and they said they have sent me some forms to complete in the post.
I think it can take a week or 2 for them to get in touch.
Good luck
Suzanne says
I took a series of Loans from Wonga during 2012-13, I ended up not be able to make payment eventually and Wonga passed on to a debt collection agency.
At one point Wonga unexpectedly took £440 out of my bank account using the card I had registered with (I thought I was playing safe by deleting my card details off my account but they must store these details). I was on smp at the time and when I called Wonga to say they had left me with no money and I couldn’t pay my bills they only refunded £250 of it back to me.
Eventually, the debt got wiped off when they moved to their ‘new systems’.
My question is despite then writing off the debt can I still make a claim for the interest?
Sara (Debt Camel) says
Yes you can. Think of the write off as being the first part of your refund. But if you had a lot of loans before the last one you can still get the rest of the refund now.
Ste says
Wonga have today agreed to replay £6500
Thank for debtcamel.co.uk and everybody that helped!
Eric says
Hi All
Over the last two years I have taken out over 100 payday loans from over 15 lenders; which include 30 from Ferratum, 10 from WDA, 15 from CashASAP, 7 From Wonga, 6 From MyJar, the list is on going! I got to the stage where I was borrowing the same as day as repaying most of these just to cover my loans and to get through the month. I still have loans open with roughly 10 of these but I’ve decided enough is enough and cancelled the payments going out as I can’t live how I am at the moment.
I’ve put in a complaint with most of the lenders using your template, I wondered what my chances are with getting refund from these loans or at least writing off my outstanding debt.
I started to lie on my applications as I was desperate to get accepted, will this hurt my chances of success?
Thanks
Sara (Debt Camel) says
That is a lot of borrowing. You should have a good chance of getting some refunds or some reductions of the balances owed.
For the lenders where you still owe money, read https://debtcamel.co.uk/payday-refunds-defaulted-loan/ as that explains what may happen.
For your concerns about having lied, read https://debtcamel.co.uk/payday-lender-says-lied/. Obviously, it is easier to win a complaint if your application was accurate, but in my view any lender who is asked for a loan and who can then see 100+ loans in the last 2 years should not have assumed your application was accurate!
Do you have other debts apart from the current 10 payday loans?
Eric says
Thanks for the reply Sara
I have a loan with 118118 which I took out several months ago and is for a fraction of what I owe as they wouldn’t lend the full amount and the interest rate would basically double what I owe.
Some of these were instalment loans for example from MyJar & UncleBuck lasting for 3 or 6 months but as soon as they finished I would borrow again the same day.
louise says
Sara – can you help? I have had an email from the adjudicator in relation to Avant credit I stated what you had advised and listed that I only should pay 17 months interest under the consumer Act and he has responded thanking me for my emails and stated “I am awaiting still to hear from Avant Credit when I have had a response I will review this matter in detail” he gave me till the 18th April – what are the procedures? This is money that they owe me?? Many thanks Louise.
Sara (Debt Camel) says
I think if he is going back to AC to see what they say, then that is what has to happen next. If he previously gave you until 18 April to reply, I suggest you reply saying “Thanks, I will await the reply from AC and your thoughts before deciding whether to accept this offer”.
louise says
Thanks Sara – He advised that once he has heard from them he will be in touch with me via email and review this matter in full? do they normally do this go to the lender or is it due to me raising the interest terms – shall I still send him that email?
Sara (Debt Camel) says
I think it is reasonable for the adjudicator to ask the lender for their comments on what you have said. If you think you need to accept the offer or not by tomorrow, I would send that email as a holding response. If you think it’s clear that the date of the 18th is no longer relevant, you don’t need to.
louise says
I responded Sara explaining to the adjudicator that I will await AC correspondence then he is reviewing the whole matter again??? Perhaps as I have questioned a few things and the final response is not correct in relation to the information (figures)
He has not responded as yet. I presume he will have advised them of my response will he in relation to my queries? Or was that just to agree with the final response letter.
Adele says
speedycash have upheld on loans 8 -10 apprently loan 11 still has 248.90 owing. They will take all fess off last loan which leaves 63.41 payable. They are offering £84.75 interest refund and £37.78 interest – tax. Meaning they will pay me £51.56. I sent an email back questioning some points as i didn’t know i owed money etc and stating i believe 3-11 should be upheld. They have stated they wont change their mind. FOS or not?
Sara (Debt Camel) says
do you know how much interest you paid on 3-7? also were your loans every month or were there longer gaps?
Was the last loan much larger than loans 8.19 and 10? because £84 interest on those three loans sounds very little?
Adele says
i have emailed him to ask how much i paid in interest before i make a decision. Last loans were larger but paid off after a couple of days. Loans were 11/11/11 £100 paid back 24/11/11. 4/12/11 £100 paid back 26/1/12. 9/2/12 £200 paid back 5/4/12. 5/4/12 £200 paid back 12/6/12(with top up £150 on 8/5/12) 10/7/12 £100 paid 10/8/12. 10/8/12 £150 paid back 3/9/12.
Upheld 3/9/12 £270 paid back 11/9/12 19/9/12 £370 paid 22/9/12. 1/10/12 £350 paid 8/10/12. Last loan 25/10/12 £370 balance £248.90 (only 63.41 principle left to pay)
If i dont accept can they force me to pay the 248.90
Thank you again
Lou says
Hello
Posted yesterday but wording slightly differently this time. Has anyone had a refusal from QuickQuid/Pounds to Pockets and then gone on to be successful with ombudsman? Wondering if it is worth pursuing that is all. Loans in question were in last 6 years and there were about 27 in total. Thanks in advance I would really appreciate any advice/help :)
African Queen says
Hello Lou,
I was refused by QuickQuid. I sent my complaint to the FOS with all the relevent documents (Bank Statements, Credit File and Loan History (QQ had sent this) on the 31st of March. I got c all from the adjudicator yesterday saying that QQ had made an offer. I am awaiting an email with the detail. They offered on some but not all. All loans were within the last 6 years. I will decide whether to accept or fight on.
My advice is that you should go for it. You have nothing to lose. I just wonder why these companies don’t do the right thing first time instead of making us go to the FOS. I think they are hoping that people will give up. Don’t give up – get what is due to you. Good luck x
Lou says
Thank you for this. Helps to know that I am not the only one that has been rejected. I will keep pushing on as it looks like you have had a result by doing so. Thank you for taking the time to reply it helps to know I’m not alone :)
African Queen says
You are not alone, Lou. I can’t thank Sara enough for this site. It has proved so supportive in so many ways.
We are all in this together and we will win x
Lou says
I know. I wouldn’t have even taken the first steps without the advice on this site! Thank you again for advice :) x
Becky says
Hello all.
Wonga have just got back to me upholding my complaint on my loans, but not the ones over six years.
My question is that is it worth sending to ombudsman for loans over six years? (Interest is a couple of grand odd on these loans) or is it an unlikely outcome for them to consider?
(I realise this has probably been asked A LOT so apologies. I also know that no one has a crystal ball but just looking to gain personal opinion or previous successful-or unsuccessful-cases)
Thanks
Sara (Debt Camel) says
So how much have they offered you now – is that all the interest on the loans under 6 years? How many loans did you have over 6 years?
Becky Rayfield says
Under six years: i had 15 loans from 2012 – 2014:
They have offered me £1,505 back on four of these loans from 2012.
( My last loan in 2014 has already been wiped and cleared during their ‘clean up’ a couple years ago. )
I had 11 loans with them in 2011….
Kara says
I have a Wonga case with the FOS and I have just asked them to provisionally proceed without considering the loans over 6 yrs as they keep saying that they don’t know when they will be further along with Wonga. For me it only seems to represent about £230 out of the £2500 that I think I am owed so it makes sense to move on, but I think if I was owed much more from loans over 6 years ago I would pass it to the FOS and bide my time. At the very least the offer that they have made you should be safe as I think the FOS only consider the loans that the lender doesn’t offer to refund?
I am in the same situation with Quick Quid whereby I estimate I am owed approx £8k mainly from older loans so I am leaving this with the FOS although I anticipate a long long wait.
David says
Hi all. I have asked before but cant find my feed on here.
Safety Net credit.
I borrowed off them 13/6/2017 I asked them to send me my statement of borrowing and I have roughly calculated 58 Loans (borrowed from my credit limit) to date. about £14000 in total and they increased my line of credit from the original £400 to now being £1000. As soon as they take it automatically when I get paid always leaving me with £50 in my account exactly I borrow again sometimes 2 /3 loans hours after each other and have paid back roughly £16000 back over this 10 Month period. I currently owe £400 but I have been gambling
Are they easy to claim against and if I win will it mess my credit rating up?
My bank statements that they can see I assume show other loans I already have and constant cash being payed into my account to pay of bills and debts from family meaning they are covered as I earn £1200 after tax a month
Would I win a claim against them and do I need to pay this £400 before I claim
Sara (Debt Camel) says
Yes they are easy to claim against, use the standard letters in the article above and add the details about them only leaving you with £50 and having to borrow again.
No you don’t need to repay the £400 first. Just cancel the CPA to them with your bank and tell Safety Net Credit you need an affordable repayment arrangement such as £25 a month or whatever you can manage without having to borrow again.
In theory this affects your credit record, but your complaint should also ask for negative marks on your credit record to be deleted so this will only be temporary.
David says
Thank you Sara.
would this be classed as irresponsible lending then even though they can see large amounts getting paid in by 3rd parties to pay for things like rent and bills. I have 2 loans on my account and they can see that I always borrow the day or day after they leave me with £50 and what I use the money for.
Have people on here had much success with Safety Net Credit? Or are they claims that are generally having to be referred to the FO
Sara (Debt Camel) says
Leaving you with just £50? It is hard to see how that can be responsible!
SNC are erratic to deal with. They will often just offer to wipe your current debt, not to refund money, so you should probably expect the case to have to go to the Ombudsman.
April says
HI David,
I had success complaining to SNC. I borrowed from them for just over 2 years, like you as soon as I had paid them back I would need to borrow again just for living costs, they also kept increasing my credit limit
They accepted my complaint for irresponsible lending and I was refunded over £3700 for the interest I had paid. I also had some gambling transactions, which they said in their final response they should of picked up on.
After that they shut my account, which is great as I was stuck in a trap.
Good luck I really hope you have a positive result!
David says
Thank you April.
I will be honest I have lots of gambling transactions, As soon as I borrowed I would deposit to a gambling account, lose then borrow again 1 hour later. all accounts have now been closed now and a weight listed off my mind.
Were they quick to reply and was there any animosity or blame thrown at you? When did you complain April and when did they resolve it?
David
April says
The fact that they have access to see what you’re spending money on should be warning signs for them.
There was a period of 6 months where I would receive an email saying they might need to decrease my credit limit, but never did!
They were very fair deal with, when I first applied with them I was in an okay position but after two years I couldn’t live without borrowing from them.
It took about 4-5 weeks for my final response, I complained at the start of February this year
Kayleigh says
I currently have a complaint with Payday Express with an adjudicator. The adjudicator agreed with me on 10 loans that all interest + 8% should be refunded. They gave Payday Express until 12th April to agree/disagree but I still haven’t heard anything. Anyone else going through a similar situation? How long do they usually take?
luka says
I phone them up an find out what going on (the adjudicator). Speak to them, it sounds like you well be going down the ombudsman route.
Dee says
Hi
Ive just had an offer from them, they were supposed to reply last week but they have a back log.
Hopefully yours will come through soon.
Kayleigh says
Unfortunately I am still waiting for a reply from Payday Express. My adjudicator said she will now refer to an ombudsman. She said they have a backlog so they may still reply in the meantime.
Dan says
Anyone been asked to pay for statements from Payday Express!?
“Dear Mr xxxxx
Reference: xxxxx
Many thanks for your recent contact.
We can confirm that we are able to send you a Statement of Account for your outstanding loan, in relation to the above reference.
In order to do this, you will need to pay a £1.00 statutory fee. This can be paid by either postal order or cheque which will need to be made payable to Instant Cash Loans Ltd and must be sent with a letter requesting your Statement of Account.
Please send your written request and fee to the following address, including your reference number: xxxxx
Payday Express
Finance Admin
Cardinal House
Abbeyfield Court
Abbeyfield Road
Nottingham
NG7 2SZ
Upon receipt of this payment, your Statement of Accounts will be processed and sent to you within 12 working days.
Should you have any queries, please don’t hesitate to contact us on the details below.
Kind Regards,
Customer Assistance
Payday Express
PO Box 255,
Bicester,
Oxfordshire,
OX26 4ZY”
Already waited 2 weeks just for that reply, let alone the 12 working days after a cheque/postal order gets to them!?
Sara (Debt Camel) says
oh dear, I thought they had stopped doing this. The £1 “statutory fee” is the charge for giving you a copy of the accounts under the Consumer Credit Act – but that only applies to loans where you have a balance outstanding, so it’s not what you want anyway. I suggest you ignore this. Have you put in a complaint already?
Dan says
Hi Sara,
I have done through a claims Company, however i have had that one cancelled to start it myself (yet to do it, as i wanted specifics from them before i sent it).
The loans were around end of 2011, beginning of 2012, would this make any sort of difference?
Do i just email them saying i wont pay and continue as usual?
Sara (Debt Camel) says
oh well who knows what the Claims Company said to them – the one you mentioned (I delete all their names) is useless. Just send Payday Express a rather vague stage 2 complaint.
As the loans are so old you are almost certainly going to have to supply bank statements to, to PDE or to the Ombudsman. So you may as well get those organised now.
Dan says
Will be getting the bank statements shortly, as its the same with the other lenders, over 6 years. Realistically, what are the chances of these paying out? I understand it will go the long haul, but i dont mind waiting!
Sara (Debt Camel) says
All I can say is that the Finanical Ombudsman at the moment thinks it should be able to look at the older cases but some lenders are disputing this.
Casey says
Has anyone had similar and had their complaint upheld by payday loan company ? I’ve had a lot of loans over a 2 6 month period. Approx 50 of these with Sunny from Jan 2017 until Feb 2018 and at that point I had 370 pound outstanding and contacted them to say I just can’t afford it. I had multiple loans with other conpanies at the same time as this basically robbing Peter to pay Paul. It’s been 5 weeks since I raised complaint but I haven’t heard anything ?
Sara (Debt Camel) says
That sounds like a very strong case against Sunny. It is normal not to get a reply to your complaint until the last of the 8 weeks – it doesn’t mean your case is weak or good or difficult, it just means no one has looked at it,
Caz says
omg ! on it ….
dealing with PPI complaints so saw all these posts about payday loans ..and thought I am complaining nothing to loose …
I have have 13 payday loans with wonga after checking my credit file …now all closed
however…used uncle buck and sunny and several others…. id pay one off to get another
as I couldn’t afford to pay other debts and keep these going to ! … I earn a reasonable salary! felt utterly depressed and out of control at one point ! stupid even that if got my self in these situations !
I’ve started with wonga firstly ..and sent a complaint through resolver who I’m dealing with PPI situations and have received now £7000 back with this alone! great company to help with complaining…
Hopefully will have some success now with payday loan companies to! …..Will keep you posted ….if I have no sucess with wonga I will refere to obusman as I’ve had sucess their after being refused also….
I want these debts off my credit file !and sorted! so my advise is to spend time use resolver it’s free! and get your life and debts under control feel so much better having taken control myself and knowing all these companies took advantage off my poor ability to control my finances. Better informed now 20 years in ! and got my credit file in better shape ! and my life back on track ….
Adam says
Does anyone know how these companies respond to complaints, i.e letter or email? I have submitted complaints with My Jar, Sunny, Wonga & QuickQuid and have forgot to mention I have moved address after all loans were repaid. Hoping they all reply via email?
Shannon says
Email them now to advise of your new home address. I had complaints with all and all correspondence was via email but I would still update you address with them just in case.
Jemma says
Bad news today Wonga have rejected my complaint even though i had 20 loans with them within 12 months.
Does anyone know if its worth going to the FO with this?
Thanks
Bob says
Go for it, they rejected all mine to. Went to the fos and they upheld 70% of mine. 3k in my account after 2 weeks of adjudicators decision.
AK says
It’s definitely worth it. Wonga rejected mine and FOS upheld almost all loans under 6 years. Last month after 7 months’ wait I received 11 thousand while Wonga initially offered zero.
Jemma says
Thanks guys has anyone had this with quick quid as they rejected as well i had 15 loans within 14 month with them?
Also when the FO ask for a copy of your credit report is it just a copy of the £2.00 statutory one you need to send?
Chris says
That’s the one Jemma. You can get of some sites such as noddle for free.
Go for QuickQuid, have a read of others on older comments, including mine and you’ll see quickly there’s a huge amount rejected at the early stages to put people off.
Go all the way to the adjudicator and then the ombudsman if you have to. Sounds a lot of loans in that short space of time so definitely worth it.
Keep us posted and keep your chin up, these companies play it hard, but a lot of success for refunds in the long run.
All the best????
Jemma says
Aw thanks Chris i will keep you all posted!!
Fingers crossed i get some money back.
Still waiting to hear from 118 money, Ferratum, WDA but wont be getting my hopes up thanks again!
AK says
Quickquid rejected my complaint , too. Once I sent it to FOS they made an offer which I rejected, it was a big offer but percentage wise not so good. The adjudicator found in my favour on all loans under 6 years, QQ disagreed and now the case is with the Ombudsman.
I downloaded my credit report from Noodle for free.
Louise says
Hi Jemma,
I have 118 118 final decision Tuesday – the end of the 8 weeks so I will let you know if I don’t hear from them at 5pm it will be an email ready for Wednesday.
I also have WDA final decision next Wednesday again same as above.
Most of my 8 weeks are up next week for Satsuma and Onstride also! My payday UK not been picked up yet by an adjudicator all info sent 3 weeks ago!
If they reject it is Ombudsman for me!!
When are your 8 weeks up? These companies seem to take the full time to deal with this!
Jemma says
Hi Louise
I had reply from Wonga the day before the 8 weeks was up and quick quid had a reply within 5 weeks, both rejected.
I complained to 118 a little later so still have a few weeks i think, please keep me updated with how yours goes.
How many loans did you take out with them if you dont mind me asking?
Thanks
Lucie says
Hi all,
I have a success story here. After seeing this website I wrote to Wonga, Quick Quid, Sunny and Lending Stream after being in the payday loan cycle for years with over 200 loans covering the above 4 lenders. All bar Lending Stream took the full 8 weeks to reply, but Sunny came back saying they should have done more and offered me a full refund of all interest and charges plus 8% interest (per year) and I received £1,700.00 from them. Wonga came back saying much the same and offered me a full refund of all interest and charges plus 8% interest for all loans that were within the 6 year period, and I received £3,600.00 from them.
Lending Stream rejected my complaint within 2 weeks, but didn’t state it was their final offer and I had to wait another 6 weeks before I could refer it to the Financial Ombudsman. Quick Quid rejected my offer on the last day of the 8 weeks. These complaints have been sitting with the FO for almost 7 weeks now. I had an update on Monday saying that they are still waiting for my files from QQ and LS, that they will chase them this week, and if no response they will make a decision. I think they will probably respond on the last day possible to make this as drawn out as they can, but I wont give up.
It is certainly worth pursuing.
Gareth says
I read somewhere that the FOS charge a £550 case fee to the lender (for the 26th and each subsequent case). I have complaints in with around 6 lenders, and each claim is under £550. Is it likely that the lender will payout knowing that if I refer to FOS it will ultimately cost them more, even if they win? Interesting notion. Has anyone else had claims for under £550? What was the outcome?
AK says
Yes, I had small claims. Won three at FOS, two at Ombudsman level, I had to pay cashasap £55 for the outstanding loan, received £300 from WDA and £270 from Satsuma. All rejected by lenders, no offers. And it was the lenders who asked the cases to go to the Ombudsman when the adjudicators ruled in my favour.
Spencer says
Quick success story! I had one small(ish) payday loan of £500 from Sunny (being the final loan I ever had in my payday loan vicious circle!) which wasn’t rolled over, so I thought I had VERY little chance of having this refunded.
The said they believe they carried out all necessary checks and assessed that I could afford the repayment before lending to me, but agreed that as I had a default and a CCJ, this should have been indicative that the “product was not suitable for me”. They have therefore upheld my complaint and have agreed to refund me all £300-odd interest, plus simple statutory interest of 8% and will remove the loan from my Credit Report with every agency they report to!
Just a bit of encouragement for anyone thinking it’s not worth asking for a refund of one small, unrolled loan!
Jake says
Hi,
I have had this response on satsuma as the overall outcome;
Based on the information above, I can confirm the loans were issued responsibly in line with the Satsuma lending policy and therefore I am unable to uphold your complaint. There is a legal requirement for you to declare honestly, your income and outgoings at the time of application.
Obviously in my desperate situation at the time I didn’t tell the truth about my income (my income was less than declared) and outgoings (my outgoings were more than I declared) which showed I had a lot more despicable income to them than I actually did.
Would you recommend sending this to the ombudsman? The loans I had were unaffordable, but me having to lie about this doesn’t look good from my part but do I have a case? I can’t imagine I’m the first person to declare different Income and expenditure
Thanks,
Jacob
Sara (Debt Camel) says
Not the first and you won’t be the last either! Read https://debtcamel.co.uk/payday-lender-says-lied/.
Louise says
Hi Jacob- did it take them the full 8 weeks to advise you of this?
Kind regards,
Louise.
Jake says
No it took around 5 days.
Sara would you say I have a claim and take it to the ombudsman?
I have further info I didn’t include with them such as borrowing around £3500 off my brother to pay loads back and then spiralled out of control and borrowed again which shows the bad situation I got myself in.
One has also requested bank statements and payslips, what do you advise I do in this case? Send them or leave it to see what they reply with and send it to the ombudsman if I’m not satisfied with their response?
Thanks
Sara (Debt Camel) says
I think it sounds as though you were in a mess. Send the complaint to the Ombudsman and let them look at it.
Louise says
5 days? similar to my Avant Credit complaint but that took 24 hours – ridiculous. Mine with them is on week 7 and no final decision as yet! You have nothing to lose take it to the Ombudsman! I agree with Sara – all mine go there if they refuse lol.