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?
Emma says
Sara this website is so helpful! I had an email from a “no win, no pay” type company, had never realised I could complain and possibly get refunds, and then I can across this website!
Anyway, I have now submitted my complaints to Lending Stream, Wonga, Quick Quid and Payday UK, should I be expecting/waiting for an acknowledgement email before the end of the eight weeks or they likely to not reply at all? Do I need proof that it has been received or can/will/do they say they didn’t receive it?
Thanks so much!
Sara (Debt Camel) says
If you complained by email, you can assume it has been received. You should here from all of them with a reply to your complaint, some may acknowledge earlier. QQ and Payday UK are likely to ask you to send a copy of your bank statements.
william says
Hi Sara
Wish i knew about this website months ago it has been a real help!
I have sent off my complaints to numerous lenders now, some have replied with acknowledgements but some have replied asking to see bank statements during the duration of taking out the loan. Should i send these across to them as it will take a lot of time to do this for each?
Please reply.
Kind Regards.
Sara (Debt Camel) says
Some lenders do seem to look at them, others don’t. It definitely can’t hurt sending them over. It’s up to you, you don’t have to.
tom price says
Well update, I submitted my forms 6 weeks ago, had usual responses everyone else has received, Then on Friday I got an email from QQ/P2P upholding my complaint and offering me £4533.33 refund. I worked out that it should of been approx. 5.5k however most of the loans were over 6 years old so have decided to accept.
As before I found this site I wasn’t really expecting anything so it a nice little bonus.The biggest claims in monetary terms are Myjar/Txt loan, Wonga and Payday Express who have asked for bank statements and Credit file. I did send my bank statements in to them but I had blocked out the balance column (due to me receiving some inheritance – which I paid some of the loans off with) They came back and said it wasn’t enough information?
Is this normal?
Sara (Debt Camel) says
“QQ/P2P upholding my complaint and offering me £4533.33 refund. I worked out that it should of been approx. 5.5k however most of the loans were over 6 years old so have decided to accept.”
That’s interesting – are you saying that QQ/P2P have refunded a lot of loans over 6 years old?
“They came back and said it wasn’t enough information?”
Well I am not surprised. they want your bank statements to see your finances, blacking out the balance column rather spoils the purpose… Either you need to send them the full version or send the cases to the Ombudsman.
tom price says
Hi Sara,
sorry should of been clearer, they didn’t uphold the ones over 6 years old. but actually had on file that I had reported to be in financial difficulty then still lent to me after…..
I was dubious to send them the full information as it showed a cash deposit of 6k (which my dad gave me- to purchase a vehicle) but this was an absolute necessity in order for me to get to work. It I did give it them would it make any difference?
Sara (Debt Camel) says
Well if you don’t give it to them they are going to reject your complaint, aren’t they? Think of it from their point of view, they will be wondering what you are hiding.
Nick says
Hi, i’m hoping for a bit of guidance. i stumbled across this site by accident and have now started to get loan information, claims started etc.
I have received a reply from UncleBuck asking for:-
“To assist with my investigation, please could you provide me with the following information:
– A copy of your credit file;
– A copy of your bank statements for the account details we hold on file, for the period during which you applied for the loans and re-paid them.”
How do i obtain a credit file for this period? or is it my credit file as it is currently?
Are these normal requests?
Any help would be much appreciated.
Thanks
Nick
MATT says
UPDATE
I have a couple of letters by post from FOS for 2 separate complaints (I asked for email correspondence but no drama). They have assigned me a complaint reference and requested some info (bank statements etc) I have sent this by email this morning. I guess now it’s a waiting game.
Andy says
I just received a final response from WDA on behalf of Speedy Cash with a refund of nearly £400.00, I was absolutely buzzing until I realised that this letter is for someone else and has a different case number on it. I rang WDA straight away to find out what is happening and then they emailed me to say my complaint has been upheld in my favour but haven’t attached a final response, I have rung them back and they haven’t got a clue whats going on. Really disappointed as I’m on holiday next week and thought I was about to get this money.
Sara (Debt Camel) says
Send them a separate complaint about a data breach and ask for compensation!
Andy says
How much compensation should I expect and what would be the best way to word it. I am obviously not happy at having someone’s final response sent to my email address.
Sara (Debt Camel) says
Probably £75 but there is no guidance on what is normal in these situations. Just say you were really shocked at receiving this, you are very unhappy that your information may have been sent to the other person, that their staff didn’t seem to understand what had happened and were unable to tell you the result of your complaint and that you will be forwarding your complaint to the ICO unless they offer you some suitable compensation.
Andy says
Thanks Sara, I have just received my final response from Speedy Cash and they are refunding all 5 loans with interest from early 2013 but have only added 4 years worth of interest so I have asked them to recalculate as all loans are now over 5 years, I have also asked them to add further compensation for the serious data breach yesterday where they sent me a different customers final response. total refund £430.00 less the last loan that I didn’t pay of £384.00 so only leaves me with £50 but will still pay for a meal out. Thanks again.
S says
Hi Sara
Has there been a recent change in tact by the FOS with regards removing unaffordable loans from credit histories?
I contacted one lender whose loans were still on my credit file. They replied and said that the Adjudicator only asked for any negative information to be removed, not remove the loan in its entirety. On checking the correspondence they are correct.
Maybe I have misunderstood what can be done in this instance, but I’m sure I set out to have the unaffordable loans deleted from my credit report. If I have now accepted the adjudicator decisions which ask for negative information only to be removed then I guess this is my own fault for not reading and understanding it in full.
Sara (Debt Camel) says
The normal FOS award is for negative information to be removed – that hasn’t changed. Many lenders do this the easy way by deleting the loans. Other just delete the negative info.
In practice payday loans with no negative info don’t harm your credit score and are unlikely be viewed as a negative by lender unless they are in the last year. If you want a mortgage, there are high street lenders that don’t care about payday loans over a year old unless they had late payments or defaults. Go through a broker but you should not have a problem getting an OK mortgage offer.
S says
Many thanks Sara, mortgage was exactly my concern.
Jonny says
I am currently awaiting most complaints to be assigned to adjudicator… I had used the same 3 companies over and over again.
However it all came to ahead a couple of years ago and within the space of 3 weeks I took individual loans out with 6 new payday loan companies (1 loan per company)
2 of these single loan lenders have upheld my complaint and returned interest all be it not a lot as they went into a DMP within 2 months. They have also written of remainder of debt and said credit file will be amended.
However another company who refused my complaint has had a adjudicator agree with them saying as it’s a single loan they didn’t need to do many checks.
I have had this sent to Ombudsman but my argument is how can 2 companies agree they shouldn’t have lent a single loan and then an adjudicator regarding a separate company which was lent during the same time as the others not unhold?
I have written to ombudsman saying two other companies have upheld my complaints and it is same situation with this loan that has been refused?
Any ideas what chances are and what to argue next?
These loans are not due much interest back but main purpose is to correct file with these
Sara (Debt Camel) says
You won’t get anywhere arguing that other lenders have given refunds, you have to explain why this lender should have realised your loan was unaffordable.
Where were they in the sequence of borrowing? the last loan taken from the six should have seen at least a few of the others on a credit record check, the first loan wouldn’t have.
Dan says
So with many of the lenders saying they arent paying out on loans over 6 years, and then sending it on to FOS, what are the chances of the loans over 6 years old being accepted by lenders if FOS thinks they should be looked at?
I understand (and am prepared) for the long game, but what are the chances of the lenders beginning to accept these over 6 year old loans?
Sara (Debt Camel) says
The FOS thinks it should look at them. The lenders (and their lawyers) disagree. I am not sure how anyone can reasonably guess at “the chances” in this situation.
The FOS has to listen, carefully and in detail, to the arguments the lenders are making. It is in no-one’s interest here that a FOS decision could end up overturned in the courts on Judicial Review. But in a JR case (so far as I understand it… usual caveats that I am not a lawyer…) the court doesn’t have to decide if it would have reached a different decision, just whether the FOS when through the proper procedures in reaching that decision.
Personally I think this is getting too pro-longed. I don’t think any new arguments have been advanced on either side for quite a while so it’s time to reach the decision.
Eric says
Good afternoon
I thought I would give an update of what I’m doing because it really helps getting it out there and talking to people.
Over the last two years I’ve used 15 different ‘Payday’ lenders totaling to 104 settled loans with 10 still outstanding, these vary from £100 to £1,000 from payday loans to instalment loans. Including these I’ve had 5 personal loans roughly £1,000 each from companies such as 118118, Zopa & Satsuma which I was never eligible to borrow the full amount I needed but a smaller amount which I kept accepting. I would end up borrowing from one company to pay back another company, I was taking out loans at a shorter and shorter period and eventually borrowing on the same day as paying them back.
I’ve taken out nearly £38,000 in loans in the last 2 years, paying back roughly £47,000. (Nearly £9,000 in Interest) which is beyond embarrassing seeing as my annual salary is £20,000 BEFORE tax.
I’m 6 weeks into my complaints to 9 of the lenders (I didn’t bother with a few as these were my very first lenders which were such small amounts and only 1 or 2 loans) hoping to hear back by 15th May at the latest. (Preferably with good news)
Ryan says
Hi, I’ve had a few refunds (some good, e.g. Sunny who refunded all interest on the 81 loans I had), and some have completely rejected me (e.g. Lending Stream – 41 loans in 20 months, and Wageday Advance – 22 loans in 20 months), and I was wondering, how likely is it that the FO will ask the lenders to refund me out on the full interest I paid? 41 and 22 loans in 20 months is a lot of loans, and whilst the interest itself doesn’t add up to loads (£1000 and £700 respectively), surely they would be asked to pay back the lot?
Casey says
Hi Ryan that’s great news re sunny .. how long did they take to get back to you upholding complaint ? The deadline for my complaint … the 8 weeks is Friday of this week with them … not heard anything back as yet. I had 56 loans in 18 months with sunny plus other companies including my jar and lending stream who haven’t got back. My jar have been good at communicating with updates mind you .. lending stream on the other hand are a nightmare so far … others with ombudsman
Ryan says
They took almost the full 8 weeks, but I was very shocked and happy with their outcome, considering Lending Stream (whom I had similar loan amounts/interest with) had completely rejected my claim.
Lending Stream are frustrating me as they’re taking ages to send the info over to the FO. I’m worried I won’t get the full interest amount refunded for some reason.
Gary says
Hi all
Anyone had any luck with piggy bank or cash4unow ?
Thanks
Gary
Lou7 says
Hi Gary,
I had a loan with piggybank and I must say they were one of the best to deal with. They sorted things out and sent me an offer within the 8 weeks which was fair and didn’t need to go any further. Hope this helps.
John says
Anyone help ??? How long do you leave it with payday companies b4 going to adjudicator????
Sara (Debt Camel) says
8 weeks!
Oli says
Hi, just wanted to say thank you for this useful guide. I had loans from 4 companies – 2 have settled with me and wiped the debt I had outstanding and 2 are still considering. Thanks again.
John says
Great news ????What 2 have settled and how long did it take?
Oli says
Hi John
Wonga and Sunny settled. Sunny paid in hours. Still waiting for Wonga.
Lending Stream and Payday UK haven’t come back yet. LS are useless they stated my complaint came under the purview of SAR! Told them that was rubbish. Payday asked for all sorts of bank statements which I provided. They then declined my complaint as I hadn’t provided the required info!!! I’ve asked them to check their emails as I have sent it all.
Sara (Debt Camel) says
You will be able to get a “SAR” free of charge from LS after May 25th – see https://debtcamel.co.uk/free-access-data-gdpr/.
I am really looking forward to LS no longer being able to use this pathetic excuse to try to put people off. In the meanwhile, when it gets to 8 weeks just send your complaint to the FOS.
Casey says
Has anyone had a positive outcome with lending stream in the end ? I’m finding them by far the worst and they keep sending me emails saying I can have loans ../
Ryan says
They rejected my claim despite me having 41 loans in 20 months with them, interest totalling £1100.
They were very slow and uncooperative, and now they’re taking ages to reply to the FO with the info so my case can be dealt with.
Andy says
I have had no joy from them I have been emailing them for 12 months since last April and they wont even give me statements as they sold the debts on. They said I had a really high credit score when I took 3 loans out in 5 days with them in July 2012 which is rubbish and they have put incorrect data on my credit report which they wont remove even after asking Experian to correct it they have lied to them as well. I will be sending everything I have to the ombudsman about them.
Andy says
Just letting you all know Speedy Cash (part of Wage Day Advance) are paying out on complaints within 8 weeks based on the following – Speedy Cash did not request bank statements or a wage slip at the time of your loan applications and it is suggested that further checks would have
established that the loans were not affordable for you. Also Your credit report would have shown other debt repayments and problems including late payments, defaults, CCJ’s and you suggest that further checks would have revealed this. Hope this helps some of you as I have just been paid out on all 5 loans I had with them in 2013 on top off having received large refunds from Wonga last year for 16 loans and Mobile Money a few months back. This site has helped me so much I am debt free and have been able to afford 2 long holidays with the refunds, Thank you Sara.
Callum s says
Hi mate
I took out logbook loan with mobile money am I able to claim back interested as I was in financial hardship at time and had another 17 payday loans out thanks
Andy says
Hi Callum I did have a sucessful claim against Mobile Money, I rang them directly and asked to make a complaint on the basis that they never checked my bank statements or payslips. It turned out they only did an income and expenditure on my 1st loan and not all the others I had. They rejected my complaint at the 8 week date but the ombudsman then found in my favour and they paid back everything except loan 1.
Mark says
Still awaiting for my settlement from lending stream .Its been 4 weeks since i replied with confirmation of bank account details.Contacted them on friday and was told in 24 to 48 hours i would be getting a update..nothing yet..
Casey says
Mark you would think they would just want it actioned so that they could close your complaint off. Did they take a long time to uphold your complaint in the first place ?
Mark says
My first email of complaint to them was june 2017..Its been to the adjudictor and finally thw ombudsman..
Casey says
Ryan, Mark and Andy .. looks like we are all in the same boat re lending stream. Fingers crossed it might take a bit longer but hopefully positive outcomes for all in the end!
Casey says
Ryan that’s good to know re sunny. Maybe I will hear by the end of the week then. .. keeping everything crossed.
Lending stream emails are bizarre I chased them up and they wrote an email back about data protection .. I’m really disappointed with the way they are treating complaint and people .. it doesn’t seem fair. I wonder if I will even get a response from them by Friday now ..
Ryan says
Anyone had a refund from Lending Stream or Wageday Advance through FO? I wondered how many loans you need to have taken in a row before they decide that you should get a full/near full refund?
AK says
I had only 3 loans from WDA, FOS upheld all even between second and third was a gap of 3 months, from LS I had 16 loans and only 10 random ones were upheld. I can’t see any pattern in the adjudicators’ decisions.
Ryan says
Thanks for this. Yeah it does appear to be randomly done. I’ve found I’ve had better offers from the lenders themselves, than I did going through FO. Through FO I had a few where I only got refunds on 1/5 or 3/10. You’d have thought they’d push for full refunds after the second or third loan.
I’ve also had different FOs each time which isn’t ideal, and slows the process down. Despite me emailing all of them to the same person, to avoid that issue.
Linda says
Hi sarah i have just had all my log book loan statement sent , i did not realise how much i paid back in interest thousands i am now going to reply with second template tweeked a little fingers crossed think this will be a tough one thankyou again for advice given
tom price says
After raising the compliant after following the amazing instructions from this site with 12 lender. I have to say QQ/P2P have been the best by a country mile. I received the offer from QQ last Friday .I accepted the offer from QQ/P2P today and the refund was in my account within 2 hours for over 4.5k
I am so grateful Sara for the work. Please let me know where I can make a donation for all your hard work
Sara (Debt Camel) says
A small donation to your local Citizens Advice would be great – each local CAB is a separate small charity and many of them are suffering badly from cuts to their funding from the local council.
Rebecca says
I have declined to send my bank statements directly to PayDay UK (but will of course happily provide them to the Ombudsman). I wrote back (Stage 2) letter to tell them that and asked that they continue their investigation with the info they have to hand. I have just had this email:
“Please be advised if you are unable to provide the requested bank statements then we would have to issue you a final response letter with the information you have already provided us.”
Shall I write back and tell them to go ahead, as once I receive their ‘final response’ I can then send everything directly on to the Ombudsman? By my calculations, I have paid almost £3k in interest to them on loans from 2011-2015.
Sara (Debt Camel) says
yes
Steve says
As Sara says, yes, by all means do that.
There have, however, been quite a large number (myself included) of cases where PDUK/Express have made very good offers after sending your bank statements to them. Completely understand if you’re not willing to do this but if you have them available, there is nothing to lose and it may well speed the whole process up by a few months getting your refund.
louise says
I sent mine Steve and they didn’t tell me they weren’t clear so I am at FOS.
MATT says
Hi Sara
Quick question. When a complaint is allocated a reference number at the FOS, does this mean it has been picked up by an adjudicator?
Thanks
Sara (Debt Camel) says
No. It means they have got your complaint and will be getting it ready to be picked up by an adjudicator. They will want the case file from the lender and a copy of your credit record and bank statements if you haven’t already sent them.
MATT says
Cool, all info has been sent.
Thanks for the answer and again for this site :-)
Sally says
I have still not got my refund from lending stream and it was due on the 25 April. I’ve contacted the FOS who have emailed them several times but still nothing!!! what else can I do?? I feel like the refund is looking less likely! Any advice please
Thank you!!!
Sara (Debt Camel) says
Put in a complaint to the Financial Conduct Authority, see the bit at the bottom of this article: https://debtcamel.co.uk/lending-stream-complaints/ and then email Lending Stream to say you have done this.
This is a large firm who is still lending. You will get the refund. They are being obstructive and/or incompetent but they are not about to go out of business.
Sally says
Thanks Sara
Will do! I’m so frustrated with the company they keep telling me to wait 24-48 hours everytime I call! I’m constantly having to wait another 2 days!
Callum s says
Hi sara
Please help me. Am I able to put in claim against log book loan mobile money. I spent a fortune with these as I had other payday loans too. Thanks so much for your help
Sara (Debt Camel) says
Yes you can. Change the standard payday loan template letter to remove the word “payday” and the references to multiple loans if you onoy had one.
One loan complaints are always harder to win, but put in a paragraph showing what other loans you had when you took this logbook loan out and how unaffordable ti clearly was.
Callum s says
Thanks for your help :) I will submit claim to mobile money for refund on all the charges and interest. Think I had 2 rollovers on the loan here.
Also 1 more question..am I able to pursue payday loan companies whereby I did not pay back to them at all as I could not afford? I have been advised that I can? I did not pay back a fair few payday loans as I was in so much debt because of them. Thanks
Sara (Debt Camel) says
You may well get a refund on the interest of the logbook loan extension/refinancing if not for the first loan. They should have done a proper affordability check at each point.
Loans where there is still money owed – yes definitely! Read https://debtcamel.co.uk/payday-refunds-defaulted-loan/ and make sure you inform the debt collector if the debt has been sold.
Casey says
Hi Sally I just wondered out of interest if lending stream upheld your complaint directly or you had to go to ombudsman ? And in either case did it take a long time to get your successful offer ? Albeit still waiting on them making the settlement .. LS really are very frustrating
Sally says
Hi Casey,
My complaint has been going on since June 2017 origionally LS rejected my claim so I went to the FOS and it was picked up by an adjudicator in September the upheld my complaints on loans 5,7-29 but LS came back after 4 weeks with offer of 10 random loans. I rejected this offer and it was sent to the ombudsman, it was picked up in Feb and took 2 weeks and they upheld more loans 4-29.
This was a provisional decision and LS had until 23 march to accept, they accepted and I was asked for my bank details which I give straight away and they said refund should be in my account on the 25 April. Still no sign and I’ve contacted the FOS who have emailed several times!
Worst ever company to deal with!
Casey says
Sally that is shocking … I will keep my fingers crossed ???? that you will get your settlement soon.
louise says
Nearly a year that is absolutely disgraceful. I don’t know how you have remained so chilled with it all.
louise says
Hi Sara – Can you help please? I am so fed up with this Avant Credit saga. The missing cheque issue – finally after chasing from adjudicator they have agreed to what he said – however, he has said that he doesn’t feel they have to pay the interest back for early settlement – still giving the total loan of £4800 over 30 months and I paid it off in 17 – he thinks it is a good resolution. Yet I am not getting any interest back – it is what I have paid apart from 8% redress from anything over £4800.
I know its a difficult one but they are sure incompetent they don’t even have any record of it – so he has had to send it all again including my statements of amount paid via step change as I requested them to email me the figures. It is an absolute joke so I am expected to pay interest on a loan term of 30 months when it was settled at 17 months. I have emailed him back and I have said I require the figures to know exactly what they are prepared to pay before I make any decision but I don’t class this as a good resolution. thank you. Louise.
Sara (Debt Camel) says
Asking for the figures is a good move here, so you can tell if it is worth going to the Ombudsman. This is a most peculiar case!
louise says
Peculiar its crazy isn’t it- It is my money and why should I pay for 30 months interest when settled at 17 – I have emailed him and asked for the figures before I make a decision as the response is contradictory and doesn’t add up point 1 contradicts point 3 so I have stated I need these figures and its money they owe me not interest but cash they have of mine. He has said that if go to Ombudsman be longer but I won’t get ripped off as this is not upholding a complaint it is a total mess caused by this incompetent lender – I have also stated if I go to the Ombudsman then I will provide all my evidence in relation to their irresponsible lending – I was happy to settle and get what I am owed. I am right that I only pay interest to the term borrowed? It is on their website? He has gone off the figures in relation to a 30 month term and that is my argument. I have stated legally I can’t be expected to pay interest on money I didn’t owe? It is disgraceful. Thankyou!!!!
Hailey Harvey says
Hi Sara,
I currently have a loan with LS, I’ve had 8 loans since December 2017. They’ve given me a ‘break’ this month.
Is it worth putting a complaint in with them or setting up a repayment plan?
Thank you- H
Sara (Debt Camel) says
8 loans since December sounds like a lot! If you have asked for a break as you can’t afford the current repayments, then I suggest an affordability complaint and asking for a repayment plan – you don’t have to choose between these, Also stop the CPA with your bank.
louise says
WDA – settlement on Friday paid in my account this evening (Tuesday) FYI anyone wanting to know timescales.
Sara (Debt Camel) says
Thank you
Becky says
Hi, i started the process yesterday by sending the first template letter to all my lenders, 7 in total. Today i got a response from Quick Quid giving me my statements but also sending me an email saying they have refused my complaint as it was over 6 years ago. Do i wait until i get a respnse from all 7 lenders befor taking it to the FOS or can i send in claims separately? Thanks for any advice.
Sara (Debt Camel) says
You should handle all the claims separately so this QQ one can go to the FOS now.
Hailey says
Hi Sarah, just to add on about QQ and P2P, I had 2 loans with QQ and 1 with P2P- they’ve refused my loans- is there any point sending this to the FOS now? As there was only 3. One loan for 200, one for 600 and one for 800?
Thanks- H
charlene says
Hi Sara,
I’m just wondering if I can complain to Vanquis? I started on £500 credit limit on 2013 then they kept increasing it to £3500 at present. I was always near my credit limit and even went over it a few times. I have used my card to withdraw money as well when I was really desperate.
I just really want to clear and close my vanquis account but even though I am paying a bit more than the minimum payment, it seems that I am going no where.
Do you have any advise?
Thanks.
Sara (Debt Camel) says
Yes you can – see https://debtcamel.co.uk/refunds-catalogue-credit-card/ which looks at this sort of credit limit increase situation.
Also, are you paying for Vanquis’s very expensive ROP?
Lou7 says
Does anyone know if QQ and P2P send you a break down of what they are paying u before u get any money? And do they keep to the 4 weeks or pay out sooner? Any info would be appreciated.
Mark says
Lou 7
I had refunds from QQ in December and they payed out in about a week…
tom price says
Hi Lou, I got a response from QQ/P2P with statements within 2 weeks. got a final response last Friday saying upheld my complaint. emailed them back and had a refund in my account 3 days later. Matter closed for me
Mark says
Any advice on what to do about lending stream.It feels like they’re never going refund what they owe me.Its been over 4 weeks and still being told 24 to 48 hours..No updates or reasons why it’s taken so long either..
Sally says
I’m in the same boat!
Did your complaint go all the way to the ombudsman?
Mark says
Yes from the ombudsman
tom price says
Mark, I would suggest either contacting a soilictor or even initiating a claim in the small claims court (you shouldn’t have to but doesn’t cost a lot and it will force there hand…)
Julie massie says
Loans at home have agreed to refund me after a long 4 months I accepted the offer yesterday by email but haven’t heard anything back does anyone know how long id have to wait and would they refund to my bank as they are door step lender
Debbie says
Did they uphold all your loans?I have a complaint with them and they have told me they are upholding 6 out of 11 of my loans but they haven’t got back to me yet with a final figure?
Julie massie says
Hi. No they only upheld on 7 out of 10 and have me a settlement figure. Paul Jones is the man dealing with it I’ve emailed him back twice now. 1st to accept the offer and 2nd to ask of it will be paid into bank Acc or a cheque still no response
Debbie says
I have actually just spoke to him as he is dealing with mine as well
.I have now accepted my final figure and he took my bank details and said it will be in my account within 3 to 10 days .maybe give him a call and ask what’s happening as I had to keep calling to get some answers. X
Maggie says
Hi all, just a little bit of news. Having registered my complaint against WDA for loans older than 6 years old in February 2017 with the FOS I had a call yesterday from my adjudicator who has just been assigned the case. He rang to ask a few questions as they are looking at some of the older complaints to see if they can consider them. He didn’t actually say they would be looking at these sooner rather than later but maybe there’s a slight chance judging by the phone call. I’m not holding my breath but after 15 months of this maybe the older complaints maybe being considered.
Fingers xxd peeps and will keep you updated if I hear anything else.
Regards
Maggie
John says
Anyone heard of money boomerang ??? do they exist anymore As can’t seem to find them on the list of lender? ????
Sara (Debt Camel) says
I only knew that name as a very dodgy claims company – fined a lot by the Advertising Standards Authority – not a payday lender.
Eric says
Good morning
I emailed a complaint to CashASAP on 20th March telling them about my financial difficulty and their irresponsible lending (15 loans in 6 Months) as well as asking them to cancel my collection activity whilst my complaint is being looking into.
They replied 24rd April with acknowledgement after I chased them up with another email asking if they had received my complaint.
Today I received an email saying they tried to take the payment yesterday but was unable to (I have no money) and that they will try again on 4th May and if the payment is not successful they will consider my account in ‘default’.
Where do I stand regarding this? baring in mind my first repayment date was yesterday?
Thanks
Sara (Debt Camel) says
I suggest you phone your bank and cancel the CPA immediately – never trust a payday lender to do the right thing.
Eric says
What about my account being put in default? Is this the same as a default notice?
Louise says
Hi,I had several loans in 2009 with wonga and have tried claiming back through irresponsible lending.This is now with the financial ombudsman who agree they should pay all of them back.Wonga are objetting to look at the case as over 6 years old,does anybody know if they will pay out and what are the next steps?.Thankyou.
Sara (Debt Camel) says
The next steps are that you sit back and wait. This could be a long while. Wonga and the FOS are arguing about test cases and until that is resolved (soon I hope!) there will be no progress on yours.
Louise says
Hi thanks for the reply,I was guessing it was going to be a long wait but hopefully sowner than we think..
Kara says
Hi Louise. It’s interesting that the FOS offered an opinion on your Wonga loans. I have just told them to review my case without the loans that are older than 6 years as it was otherwise seemingly having to wait for a resolution between the FOS & Wonga.
Louise says
Hi all my loans are over 6 years old going back to 2009 so only thing is to wait and see,hopefully hear something soon..
Callum says
Hi guys thanks for the info on here. Has anybody got money back on here off mobile money the logbook loan company? If so what process did you follow and how long did they take to refund you? Thanks for your help much appreciated
Sara (Debt Camel) says
Use the standard template letter and expect them to reject the complaint so it has to go to the Ombudsman.
Thankful! says
Hello all,
Does anyone have any recent experience of whether PayDay UK respond to an adjudicator’s decision to uphold a complaint within the 14 days that they are given? My adjudicator upheld 5 out of 6 loans and has given PDUK until 4th May to respond. Just wondering if I can expect them to respond on time as they haven’t done so far? Also, do they usually agree with the adjudicator or is it likely to go to an ombudsman?
Many thanks
Steve says
Hi,
I had a similar case and they didn’t respond within the 14 days. I kept phoning them up daily once the 14 days elapsed and berated them for the contempt they seemed to hold the FOS in. They were 10 days late but did eventually agree with my adjudicator’s findings. Now been waiting 20 days from sending back acceptance and no refund yet. They were ok to deal with pre-FOS (found some in my favour, some they determined with bank statements and others rejected) but have been very slow subsequently.
Thankful! says
Hi Steve,
Thanks for that, very helpful. I didn’t have my bank statements when they asked at the initial complaint stage, so it was passed to FOS in December. I’m guessing I will have to wait a while longer yet. Let’s hope they agree with the adjudicator!
Thanks again :-)
Lisa says
Hi,
Payday UK didn’t respond to my adjudicator within the 14 days and the adjudicator gave them a further week and they responded a few days later and agreed with the adjudicator’s decision. It took 27 days for them to pay my refund though.
Good luck!
Thankful! says
Thanks Lisa! I’m prepared for a long wait :-)
Jemma says
Hi
Has anybody had any luck with Ferratum or 118 money?
I had 9 loans over 12 months with Ferratum and now currently in a repayment plan with them.
I took out a loan with 118 money for £2000 then half way through that loan they offered me more which i took so now i currently owe about 4 grand to them and im also on arepayment plan with them.
Just wondering if anybody had and dealings or advice with them,currently been rejected by QuickQuid and Wonga both with FO.
Thanks
Sara (Debt Camel) says
Yes, refunds from both those lenders!
Jemma says
Thanks Sara, so even though the 118 money was not a payday loan and was just 1 loan then a top up i should still get a refund?
If i don’t can i still go to the FO with this?
Also the 8 week for Ferratum is up today and i have had no response should i wait a bit longer or put my complaint in with FO?
Sara (Debt Camel) says
118 money – lots of complaints won against them. Sometimes for all loans sometimes just for the top up. With a balance still owing what happens is that the interest is removed, so. You only repay what you borrowed. Take case to Ombudsman if rejected.
No reason to wait past 8 weeks with Ferratum.
Jemma says
Thanks for all your help
louise says
Mine against 118 is with FOS – I had two loans with them and they didn’t settle mine unfortunately however Everyloans did and it was similar timings?
Sara (Debt Camel) says
These things seem very random! 118 settle with some people but not others with equally good cases!
louise says
Yes I agree – however, I am taking mine with them all the way on this one as they settled the first one so I could get the next one and added to that balance, it went up to £368 per month and I am in a DMP along with other loans at the same time so we shall see,
However, I had a settlement with Everyday and 5k interest removed exactly the same time.
Jon says
Yes I had 118 write off the interest of the top up after 3 loans, so worth a shot.
Eric says
Hi Jemma
I’ve had 30 Loans with Ferratum over the last 2 years, I’ve sent in a complaint and the 8 weeks are up on 15th May regarding a response.
Will let you know the outcome.
Jemma says
Thanks my 8 weeks is up today and had no response!
Eric says
Give them an email saying that the 8 weeks is up today and that if they do not respond you will be taking your case to the FOS
Jemma says
*Update*
They have just got back to me rejecting my compliant of irresponsible but as a good will gesture are willing to waive my oustanding balance of £700.00 and give me £50.00.
I think im going to accept this offer.
Sara (Debt Camel) says
This may not be as good an offer as it sounds…
Your last loan how much did you borrow and have you paid anything towards it? The previous loans that were repaid – do you know how much interest you paid on them?
Jemma says
Hi Sarah
Adding the interest up for all loans it came to about £700 this is why i am accepting the offer.
Thanks
Sara (Debt Camel) says
Ok!
Greg says
Hi, anybody know who the quickest payday lenders are to reply and payout? Had many loans with sunny quickquid wonga pduk and wagedayadavance. Thanks
Sara (Debt Camel) says
It is almost entirely random… let us know how you get on!
Callum says
Hi Sara, is it worth following up payday loans which I had 5/6/7 years ago which are now not on my credit file. I had about 13 loans with different providers and never paid anything back on any of the loans. Obviously I am not due any interest as I didn’t pay any back but are they likely to compensate me for irresponsible lending? Thanks for your help
Sara (Debt Camel) says
If you never paid anything then you won’t get anything back! The best you could hope for is to get the interest removed from the outstanding debt.
So there doesn’t seem any point in this. UNLESS you hear from a debt collector that they want you to pay or they will go to court for a CCJ. At that point you need to move fast and send the original lender an affordability complaint and tell the debt collector you have done this and to hold off any court action until your complaint is resolved… At that point getting the interest removed is a very good idea!
David says
I lodged a complaint with Mr Lender nearly two months ago.
Today they have replied and offered to refund over £1,000. No interest. I had 7 loans in total with them.
PaydayUK and Wonga are currently with FOS. Payday Express settled.
Not sure what to do about Mr Lender wether to accept or refer.
Sara (Debt Camel) says
how much interest did you pay on the 7 loans? how long ago were they?
did you have any missed payments or defaults, if you did have they offered to delete these from your credit record?
James Thomson says
I have put in a claim against the Money Shop where since 2006 up until Jan 2015 I have cashed a number of cheques at one of their local stores. Approx 150 cheques in this time at £100 a time and a charge of £18 a time. The 8 weeks have now passed and I still haven’t had their final response. They have sent me an email saying they are still investigating and as the 8 weeks have passed I am free to contact the FOS. Now here is the BUT… They say in their email that because some of the cheques are over 6 years old and it has been 3 years since I last used them that the FOS will not consider the claim. Is this correct?
Sara (Debt Camel) says
No it’s not correct – just send your complaint to the Ombudsman. The Money Shop will still continue to look at it and may make you an offer.
louise says
Is it only after 2006 though Sara as mine were in 2004 and they sent the same email to me and also said that they weren’t regulated then to look into?
Sara (Debt Camel) says
The FOS won’t look at any loans before April 2007 – but most of James’s should be later than that.
Sara (Debt Camel) says
I think you will be interested in this comment today https://debtcamel.co.uk/refunds-payday-uk-express-money-shop/comment-page-2/#comment-262965 !
louise says
I have had exactly the same email last week and sent to FOS – same timescale also. Cashing cheques also. I will look at that comment now too – thank you Sara!
Sean Sanders says
Hi All,
Sent a case off to QQ on 4th April, and have received an offer already, i just feel it is a little derisory. They have give me usual info about the ones older than 6 six, so i have agree to park that for now. They also provided a long statement of why they don’ believe the loans where irresponsible and that i didn’t notify them that i was in hardship, but have upheld my complaint?!?
For the loans to be considered i’ve approximated around 3k was paid in interest – their initial offer is:
OFFER BREAKDOWN
Please find the breakdown of the offer below:
-Contractual interest and/or charges £612
– Interest at 8% simple £193.81
-20% tax withholding on interest £38.76
-Amount to be paid to your account £767.05
I find this a little poop, but cannot be bothered going through the whole FOS scenario as i believe it can take over a year?
I have responded asking for an ACTUAL breakdown of the offer in comparison to the loans so i can seek advise on how to proceed. Has it been know for an updated offer to come in before you accept/reject their initial offer?
From the offer email, it seems they are worries and are just testing the waters to see if i will accept the low offer.
Thanks for any advice!
Sara (Debt Camel) says
That does sound like one of QQ’s poor offers. A case with the FOS is more likely to take 3-7 months than over a year.
I would be surprised if they increase their offer at this point, but they sometimes do while it is waiting to be picked up by an adjudicator. I am afraid they really want to get you to settle for as little as possible.
sean sanders says
Cheers Sara,
As above, I responded asking for a full breakdown, they replied straight away with:
We have received your correspondence regarding your Final Response. In regards to your request for an additional breakdown of how we came to the conclusion of the offer, that is detailed in the Final Response itself. We have attached a statement of accounts which details all your loan activity with Quick Quid to this email for your records. As we have completed a detailed and thorough investigation we, unfortunately, will not reopen your case. We consider this complaint resolved and closed.
There was no attachment, and I closed my email with: Please note, this is not an acceptance or rejection of your above offer, but a request for more information.
Now it’s closed and resolved?!?
Sara (Debt Camel) says
Have they said which loans they are refunding?
sean sanders says
Nope! I originally sent what I have extracted from bank statements, so want the breakdown of what theyre offering in terms of each loan, they’ve not sent me any data at all. Just the vague offer above. Now not responding :s
Looks like I’ll FOS it.
Sara (Debt Camel) says
I think you should send it to the FOS and also make the point that QQ have not explained which loans they are refunding or why they have chosen those.
EmmaB says
Hi Sara,
I’ve had a reply from the FOS Adjudicator regarding the Avant Credt loan and they say they feel it is fair that the company go by what I said in my application of an income of £1200 per month. My statements clearly show my business outgoings and they haven’t taken these into consideration! Yes I said that figure as I was desperate and stupid and on top of that I had also four months previously taken out another loan for £3k which I also couldn’t afford! This is also with the FOS.
Can they just accept my given figure and not take into account my outgoings as I detailed to them (the FOS not Avant).
I feel she’s just tallied up my incomings and not my outgoings for my business!
Thank you
Emma
Sara (Debt Camel) says
how large was the AC loan?
what other borrowings would AC have seen on your credit record – the loan you had taken out three months before, what else?
was your income figure to AC accurate at £1200? But AC didn’t ask in detail about your expenses?
EmmaB says
The loan with AC was £3000. The loan four months previous was also £3000.
My incoming funds mostly via PayPal from my relatively new business was showing about £1200 for the month they looked at however I have business expenses which change month to month of approximately £600-£900 per month and my incomings change from upwards of £300 – £1400 depending on sales, therefore that depends on my fees and how much postage, fabric, and other costs are. Not to mention my household expenses.
I also had two credit cards, one of which had late payments and for the month they (AC) looked at, no payday loans showing.
So my profit was approx only £600, of which I had to pay my credit cards, household bills including my share of the rent (hubby contributes also) and previous loan that was taken out for £144 per month! Plus the new £144 per month for the loan AC then granted.
EmmaB says
I’ve just rechecked this and for that month my profit was less than £200!
Sara (Debt Camel) says
Ok what did AC ask you about your expenses when you applied for the loan?
EmmaB says
They didn’t about business expenses, only household.
The adjudicator also said it was down to individual companies to do their checks as they see fit (almost exact words) and that is their right! I understood the complaining process was BECAUSE they weren’t doing them properly so to say that says that there isn’t a proper structure to follow when doing proper checks. I don’t want to put her full letter up as it contains some personal information but it certainly reads as though she hasn’t looked into my complaint properly and that they (AC) didn’t have to go into my business outgoings at all and it was fine for them to look at ONE statement (I’m sure they asked for more than that), my given income and household outgoings.
EmmaB says
Hi Sara,
Not sure you saw my reply. If so, do you think it sounds right?
I’ve asked for it to be looked at again and then go to Ombudsman.
Thanks again
Emma
louise says
I had the same with AC – not upheld but mine is a complex case and is not normal TBH so I am awaiting figures from them owing me thousands.
AC are horrendous and I have had enough of them – I did the same had other loans to ensure I could live.
EmmaB says
Did you go to the Ombudsman after Adjudicator stage?
louise says
mine is peculiar – I just want what they owe me as It was settled with them by cheque and they never placed it on my account and then I carried on paying – I am fighting for interest only for early settlement and I will let the irresponsible lending go – its different and I am with adjudicator but they are a joke. This has been going on for 3 weeks now and I still haven’t got the money they OWE me as I paid too much.
EmmaB says
That’s terrible! Thank you for sharing your experience. I hope you get some positive news soon.
Emma R says
Hi.
I logged a complaint with lending steam in 2015 and accepted their offer at the time they didn’t advise me of my referral rights and that I could go to the ombudsman.
They sent me an email this year as per below
Your Referral rights
At Lending Stream, we always aim to treat our customers fairly and provide all the necessary information to the customers. There is a possibility that your referral rights were not sent to you as part of the last correspondence with regards to a complaint you made. Therefore, we wanted to keep you informed of your referral rights.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. For further information, please visit https://www.financial-ombudsman.org.uk/.
Should you have any unaddressed queries, you may email us at info@lendingstream.co.uk or call on 0203 365 0133# from Monday-Friday, 7AM-10PM (call charges apply).
Isn’t it a bit late and do I have the right to reopen my complaint?
Thanks
Sara (Debt Camel) says
Yes you do have the right to re-open this complaint if you feel their offer was too low. They should have told you about your right to go to the FOS at the time, as they didn’t the FOS will now accept a “late” complaint from you.
Emma R says
Thank you Sara.
I will take this to the ombudsman and keep you updated
Emma
Bob says
Do QQ normally respond to the adjudicator within the 14 days?
Trudie Griffin says
April 30, 2018 at 5:30 pm
Hi
I’ve had an e-mail from my adjudicator to say they have emailed wonga and told them they have to refund me on 57 loans and that they have until the 8th of May to respond. I haven’t had a figure of how much the refund will be yet just wondering how much longer it’s likely to be ? What happens now once wonga responds thanks very much
Bob says
Wonga took the full 14 days with mine. Then another 15 for the money to hit my account.
Sara (Debt Camel) says
Wonga may either say yes, offer a lower amount, no, or just not respond.
nicola handley says
wonga took 2 weeks to answer my adjudicator and did not agree to there findings.its was passed on to the ombudsmen.i am still waiting for it to be picked up by them and that was in March it was sent to them.long road a head i think for me
Ben says
mine was sent to the ombudsman in March too, I rang them today for an update and they said it looks like the ombudsman is agreeing with the adjudicator but no final decision letter has been written up yet. so hopefully its nearing the end! not long now by the sounds of it. Good luck!
Kez says
So day 17 of the 28 days passes with no payment from Lending Stream yet…. I don’t know why I get my hopes up when reading everyone’s comments on how awful they are! Has anyone actually received payment in the 28 days from them? Mine was settled through adjudicator.
Sara (Debt Camel) says
It doesn’t make any difference how the settlement was reached – well not unless you want to sue them!
Kez says
Not at all… Just saw that in numerous other comments people have been asking how they settled so thought I’d add that bit in is all.
Sara (Debt Camel) says
I know – so many people ask you think it must make a difference. I don’t think it does.
embob says
how long do the ombudsman take to decide on their outcome just sent forms off to them regarding piggy bank and lending stream ?
Rebecca says
I first emailed QQ on 29th March and have had their response today. They have offered £1277.10 (which is 4 out of more than 40 loans)! By my calculations, I paid them over £6k in interest. So off to the Ombudsman I go! Fingers crossed….
Mr and Mrs C says
Hi Rebecca, we are about 14 days behind you with the complaint. Good that they have come back within the 8 weeks, but that offer is pitiful isn’t it? We have paid them over 4,5k in interest. Good luck with your Ombudsman.
Rebecca says
I agree! They have also added in the small print (my loans were from 2011 to 2017):
“The Ombudsman might not be able to consider your complaint if:
• what you’re complaining about happened more than six years ago, and
• you’re complaining more than three years after you realised (or should have realised) that there was a problem.
We think that your complaint was made outside of these time limits but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (see below). If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of this letter.
If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
The very limited circumstances referred to above include, where the Ombudsman believes that the delay was as a result of exceptional circumstances. I have provided you with a link to the leaflet for your information to assist you if you decide to pursue this further course of action
Well. We shall see what the Ombudsman has to say about that!
zoe says
Has anyone had any dealings with Liquid advance I sent an email to complaints@capitalresolve.com but I got this response:
Thank you for your swift reply in this matter.
However, despite you being advised that Capital Resolve would deal with all
complaints in respect of Liquid Advance, this is not the case.
We were not instructed is respect of all their loans, only certain accounts
purchased by our client United Kash Ltd.
I would respectfully suggest you contact our client who now own the account
directly at the following address, as I am unable locate your details on our
system.
United Kash Limited
Wisteria Camrose House
2A Camrose Avenue
Edgware
Middlesex
HA8 6EG
They are not the original lender of the loans. Liquid Advance are no longer
trading.
I hope this information is of help to you.
Have I got any chance of making a claim still?
thanks
Sara (Debt Camel) says
All you can do is try and if you feel you have hit a brick wall, ask the Financial Ombudsman what to do.
zoe says
Hi Sara, thanks for replying do I need to email united kash now? and do you have any email address for them?
thanks
Lisa says
Hi,
Can anyone please advise if 24/7 money box took the full 28 days to pay the refund.
Thanks
C says
Afternoon all
Just had an email from money shop. Looks like they’re struggling with volume of complaints.
“I am sorry for the delay in replying to you and advise that we are not yet in a position to respond to your complaint as our investigation is not complete.
The Financial Ombudsman Service gives a business eight weeks to respond to a complaint and, as this time has passed, this means: You have the right to refer your complaint to the Financial Ombudsman Service, free of charge”
Just for those putting complaints in, it look as though they’ll go all the way to the FOS with moneyshop.
Odd, because pduk and pdexpress responded, offered and I settled within the 8weeks.
All the best all.
Rosie says
Hi,
I’ve had an offer from Wonga today after only two weeks of submitting my complaint. They’re offering to refund me £1418.70 plus the 8% interest. They’re not considering any loans more than 6 years old. I’ve worked it out for myself and I paid £2,269.35 in costs over the whole time (Apr 11 – May 14). They also wrote off my last loan and costs.
I’m just wondering if people think this is a decent offer considering the circumstances. Also, anybody who has referred their case to the financial obudsman – how long does it take to get resolved usually?
It’s a chapter in my life I’d rather close the door on and the amount they’re offering could certainly help me to do that, I’m just a bit torn as to whether to take it further or not.
Sara (Debt Camel) says
Do you know how much interest you paid on the loans that were within 6 years?
Rosie says
Hi Sara,
Yeah, I paid £1618.94 so they’re only not offering back £200 of that really. Do you know how long complaints are taking through the financial ombudsman roughly?
louise says
That seems a good offer to me to accept with the 8% interest on top!
Sally says
Quick update
I have finally recieved my refund from lending stream over a week late! Glad it’s finally over!
Sara (Debt Camel) says
At last! How about telling the FCA what you think of Lending Stream – see https://debtcamel.co.uk/lending-stream-complaints/. It won’t get you any more money but it’s easy and quick, just a single email, not a new investigation, and you could help someone else in future by doing this.
Sally says
I’m on that already Sara sent them an email as soon as the refund was in my account.
Thanks so much for all you’re help in this matter.
Casey says
Well done Sally !!
Paul says
Evening all, today I have recieved a couple of emails from the FOS in regards to payday uk and wageday advanced stating that an adjudicator has reviewed my complaints and contrary to the companies beliefs he feels that my loans over 6 years old can be reviewed. (Decision re paydayuk was made by an adjudicator in Oct 17 staying all loans Expect the first were unaffordable) He has given them two weeks to respond or an ombudsman will make a decision. Hopefully the FOS have come to a decision re loans over 6 years old. I will keep you all updated as to the progress. An adjudicator is currently reviewing my 24/7 moneybox complaint with loans over 6 years as moneybox did not respond in the two weeks after an adjudicator agreed these could be looked at.
Tony says
Sounds promising,
I have similar cases with WDA, QQ and PDUK sat awaiting review since Oct 2017 so fingers crossed they can also be looked at.
On a slightly different note, I am awaiting confirmation of PDEXs confirmation that they accept the adjudicator recommendation and uphold my complaint on 8 out of 10 loans, so fingers crossed for that also.
Cheers