UPDATE: in August 2021, the Provident Refund Scheme was approved in court. People now have 6 months to make a claim to it. See Provident’s Scheme for how to make a claim and the latest news.
Doorstep lending – also called home credit – is where a collector comes to your house to collect the repayments. Many people have been borrowing from the same lender for years.
If you had doorstep loans from lenders such as Morses Club, Mutual and Loans At Home, you may be able to get a refund of the interest you paid if the lender should have realised the loan was unaffordable for you.
Contents
What is an “unaffordable” loan?
The regulator says that a loan is unaffordable if you couldn’t make the repayments without borrowing again. This could be borrowing from the same lender, from someone else, getting deeper into your overdraft or by not paying a bill.
So even if you always paid your loans on time, they could still have been unaffordable. Especially if you had several loans at the same time or often had to refinance/top-up a loan.
Often the first few loans may have been just about affordable, but the lender should have realised their loans were making your life more difficult when you kept getting more loans.
If you were struggling, your agent should have suggested that you could repay the current one a lot more slowly with no extra interest being added. But too often people were just offered another larger loan.
That was irresponsible lending and you should get a refund back of the interest you paid.
You are very unlikely to get a refund for only one loan. But if you borrowed several times and if you took out a new loan when you were having problems paying an existing one, then complain.
How to ask for a refund from home credit lenders
Here is a template letter you can use. Change it so it tells what happened to you.
Template letter for doorstep loan refunds
I want you to send me a list of them, showing for each loan when it was taken out, how much interest and charges you added and what I repaid. I would like you to send me a complete list even if you consider that some of the loans are too old to be refunded. [delete this if you have all your loan details.]
You should never have given me these unaffordable loans. 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.
[If any of the following happened to you, add a couple of sentences describing this. If the problems didn’t happen for all of your loans, add the words OFTEN or SOMETIMES. Delete any that didn’t happen to you.]
- I have borrowed from you continuously for [say how many years]. Every time I repaid a few payments my collector encouraged me to take a top up and refinance it. My collector never explained I would have paid less interest if I just took a new loan and carried on repaying the old one.
- I missed several payments and the collector knew I was in difficulty as I had lost my job/had my hours cut/benefits reduced but I was just offered a new loan. I was never told that I could have a repayment plan for my existing loan instead.
- When I asked my collector if I could pay over a longer period, he/she said I couldn’t unless I took a new loan.
- For the first loan my collector looked at my payslip but after that he never checked and never asked if I was getting the same money – I wasn’t.
- My collector said I needed to change some things on my application otherwise it wouldn’t be approved.
- My collector filled out the application and gave it to me to sign, I didn’t have time to read it.
I didn’t know that the lender was supposed to check that I could repay the loan without having to borrow more. I only found out in [say when and how you heard about these refunds – article in the Sun? Facebook advert? friend told you?]
Also include your customer reference number if you had one. And explain if you have moved address or changed your email so they can locate your account.
Contact details for doorstep lenders
- Provident & Greenwoods The template letter on this page is no longer relevant – see Provident’s Scheme for what is happening and how to make a claim.
- Morses Club & Shopacheck You have to use their form, see contact Morses– put COMPLAINT at the top of your message.
- Loans at home email with COMPLAINT in the title to customerservice@sd-taylor.co.uk.
- Mutual email to complaints@mutual.uk.com.
- CLC Finance email complaints@clcfinance.com. CLC was bought by a company called Hamsard in 2010, – they are only giving refunds from that point on.
- Compton Finance email mark.phillips@comptonfinance.co.uk with Affordability Complaint as the title
- GR Finance email grfinanceltd@gmail.com with Affordability Complaint as the title
- Naylors Finance email with COMPLAINT in the title to admin@jrnaylors.com.
- Pinewood Finance C0 email tracy.evans@pinewood-finance.co.uk with Affordability Complaint as the title
- Short Term Finance (Birmingham) Use their online form and copy your complaints letter into there: complaints to Short-Term Finance.
- Skyline Direct complaints@skylinedirect.com
- Swift ivan@swiftdl.co.uk
Keep a copy of online complaints or letter sent – if you email it to yourself it’s easy to pass on to the Ombudsman if needed.
You should get a response in 8 weeks
You may get a list of your loans on its own. This is NOT the response to your complaint, which will arrive later. You don’t need to do anything with the list of loans, just keep it. If the lender makes you an offer, it will help you to see how good or bad it is.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it.
Lenders may be very slow about replying to complaints and they often don’t make a good offer. They may ask for two more weeks several times… I suggest you send the case to the Ombudsman straight away after 8 weeks.
How strong is your complaint?
Very large numbers of these complaints are being won at the Ombudsman – in the last quarter of 2020, 84% of doorstep lending complaints were won by the borrower.
In all of those Ombudsman cases, the lender had either rejected the complaint or made a poor offer.
So don’t be put off if this happens to you, send it to the Ombudsman!.
Three useful guidelines are:
- The more loans you had, the better your case. Borrowing for long periods by taking out new loans or refinancing existing ones shows you were dependent on the loans.
- It can be hard to win a complaint for just a couple of small loans.
- It’s normal to not get the first few loans refunded. If a lender has offered you a refund on loans 5-12 that is probably a good offer. But if they have offered a refund on just loans 10-12 it probably isn’t.
- The larger the loans became, the better your complaint is.
- The Ombudsman will usually look at loans that are over 6 years old, but many lenders just refuse. You can go back to 2007.
Sending a complaint to the Ombudsman
The easiest way to send a complaint is to use their online application form because that asks all the questions they need to know the answer to (most of these are easy, such as would you like to be contacted by letter, email or phone?).
You probably won’t get a refund back of all the interest you paid… but ask for a refund on all loans and let the Ombudsman make the decision about where your loans became unaffordable.
You don’t have to calculate anything or ask for a specific amount. If you don’t yet have a list of your loans, say you have asked for one but the lender hasn’t sent it.
What should you say to FOS?
There isn’t a separate template for this. You can just copy the complaint you sent to the lender. But here are some more things you may want to add.
- Say if you had a poor credit record, especially if it got worse as you carried on borrowing from the doorstep lender.
- Say if you repaid some loans early because you refinanced your loan. Here you may have paid more in interest than if you had just been given an extra loan. If this wasn’t explained to you by your agent (and I bet it wasn’t!) then you paid more interest than you should have.
- Also tell the Ombudsman if it was always your agent suggesting you borrow more, perhaps because it was getting near to Christmas, or in August when you might need more money for new school uniforms, or because you had paid off a lot of a previous loan.
A lender in your house should only offer a loan if you had asked them in writing for it. So if this happened to you, mention it in your complaint to the Ombudsman.
Send your bank statements and credit report
Send your bank statements with your complaint. If you haven’t got them all, send ones you do have and set about asking your bank for the rest, then send those. You are more likely to win a complaint if you send them, especially if you only had a few loans.
If you have borrowed for many years and the pile of statements would be HUGE, it’s still a good idea to get them all now, but you could then wait and see what the ombudsman asks for.
Don’t worry if your bank statements show a lot of gambling. The Ombudsman just accepts you have a gambling problem, you can still win these complaints.
Also get a copy of your free TransUnion Statutory Credit report and send it to the Ombudsman with your complaint. Don’t worry that you can’t get an old credit report – the Ombudsman knows this isn’t possible.
Do you have a current loan?
You can complain when you are still repaying a loan. If you tell the lender you want a payment arrangement, they should allow you to pay less each week over a longer period without adding any more interest.
But if you have other problem debts as well, talk to StepChange and they can see if a debt management plan would help.
You can also still complain if you are in a debt management plan. But don’t bother if you are in an IVA, bankruptcy or a DRo.
Need some help?
Your local Citizens Advice can help with these complaints.
You don’t need a lawyer or a claims company. They take a LOT of your refund and you can make a better claim on your own than they can. A good claim involves telling your own story, you know what happened and a claims company doesn’t!
Comments or questions?
Hundreds of readers have posted comments below about how their complaints are going and the successes they have had. If you have a question, ask it here!
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John says
Just checked bank m8 redress gone in that was 11 days
Sara (Debt Camel) says
Redress from Provident?
Kirsty says
Hi
I have just received a letter from morses club in response to my complaint. I have had 14 loans with them since 2018 and they have just upheld loan 4,5,7,8,10,13,14. In their offer they have also said that they will wipe my remaining balance which has gone into arrears this year due to covid and change in circumstances.
Now I’m unsure if I am best accepting the offer or if I should take it to the financial ombudsman. Up untill now my situation had not changed so I’m unsure why the other loans have not been upheld if my circumstances were the same as the ones that have been.
Sara (Debt Camel) says
how much cash are they offering?
Have you worked out how much interest you have paid on the loans excluding the last ones?
the last three loans – how much did you borrow? and how much have you repaid so far?
Kirsty says
The last 3 loans are still active but the 11 that I have already paid off comes to around 2000 in interest. They have offered £117 cash to me and to clear my balance.
The last 3 active loans are in arrears and my balance to clear them is just under 2000.
I’m thinking that the outcome might be around the same if I went to the ombudsman as I’m guessing if I won the other loans and had a higher payout then the offer of clearing my balance would go so am I right in thinking that I would still end up with the same amount of cash at the end of both options?
Last 3 loans – In total I borrowed 2100 and interest is 1625. My current balance is 2070
Sara (Debt Camel) says
On those numbers it sounds as though you have paid 2100+1625-2070=1655 to the current loans. Does that sound about right? I will assume it is.
If interest is removed from them then you would still owe 2100-1655= 445
So their offer to you amounts to clearing a balance of 445 and refunding 117 – a total of 562 againts the fact you say you have paid 2000 od on the repaid loans.
BUT their offer to you did not include loan 12, which is one of the current loans?
Have they given any reason why they have not included loans 11 and 12?
How large were loans 9,10,11,12,13, 14 in order please?
Were there any gaps between these loans – a period where you had repaid one loans and didnt take a new loan for more than a couple of months?
Kirsty says
Their reason in the letter was that the loans they did not uphold were affordable.
9. Dec 2019- amount 1000- interest 855
10. Jan 2020- amount 400- interest 280
11. Mar 2020- amount 200- interest 140
12. Aug 2020- amount 700- interest 490
13. Oct 2020- amount 1000- interest 855
14. Oct 2020- amount 400- interest 280
Sara (Debt Camel) says
when you got 11 and 12, were any of the previous loans still running?
Kirsty says
Yes. Since my very first loan their has always been atleast 1 loan active. With the last 2 loans they were renewed and topped up
Sara (Debt Camel) says
In that case I think 11 and 12 should definitely be included.
And loan 9 is very large!
If you want the maximum you can get, that may well be loans 4 onwards then you probably have to go to the Ombudsman.
If you are happy to try for a compromise and get less than the maximum, you could go back to Morses and say you would be happy to accept as a compromise if they include loans 11 and 12 – point out that if you go to the Ombudsman it is pretty likely the decision will be to refund all loans from loan 4, so that would also include loans 6 and 9.
If you suggest a compromise, can you let us know what they say?
Kirsty says
Yes I will go back to them and will update with what they say.
Thank you
Kirsty says
Hi Sara
Update- I went back to morses with the compromise and they said no as that was their final offer based on their assessment.
I have now sent it to the ombudsman so will just wait for their decision.
Tim says
Hi. Has anyone had much success against CLC Finance for unaffordable lending. They are a bit crafty loans are split into multiple amounts meaning if you borrow 600 pounds they will give you seperate loans of £200 pounds each. Also taking your repayments by card payment in the middle of the night giving them priority over other debts. Thanks
Sara (Debt Camel) says
They are rarely mentioned. If they gave you 3 £200 loans on one day, I think FOS will view that as the same as a £600 loan. If they don’t make you a good offer take the complaint to the Ombudsman if you know repaying the loans caused you a lot of problems.
Gina says
I’ve currently got a complaint against CLC finance with the Ombudsman. I first complained to them over a year ago about the 33 loans I had with them.
The adjudicator ruled in my favour to refund from loan 9 onwards. The reason they gave for not including the earlier loans was because I had no bank statements to show income from that time (2015).
CLC didn’t agree with the adjudicator so now awaiting an Ombudsmans decision. My adjudicator contacted me last week letting me know my case has now been allocated to an ombudsman. Hopefully not long now for the outcome.
Anne says
Hi there,
I first submitted a claim to CLC last February. They rejected my complaint so I sent it to FOS. Adjudicator ruled in my favour upholding loans 6 to 38. CLC again rejected this so it went to the ombudsman. Today I’ve had the final ruling from the ombudsman – they’ve ruled in my favour loans 6 to 38! Theyve been instructed to contact me to arrange the refund and I need to go back to FOS in 4
Weeks if they haven’t sorted it. I have a feeling they’ll drag their feet with the refund though. They’ve been nothing but difficult!
Gina says
I’ve just recieved a letter stating CLC are going into liquidation. I’m so annoyed at this its the forth time I’ve tried getting a refund from these types of company’s and lost out due to them throwing the towel in. Even with the fos ruling in my favour, I have lost thousands because of the length of time it takes them to issue a decision. By the time I get an outcome the company has gone into administration. Its so unfair.
Rose says
Sorry to hear this Gina – it’s sucks… I got nowhere with Swift Sterling as it was the Malta-based iteration, then Wonga, Wageday Advance, Payday Express, Payday UK, Pounds to Pocket and txtloan (My Jar) went into administration and I ended up getting pennies in the pound. That said, I am really grateful for Sara and the site, as I have had success with other lenders, but I’m pretty sure that one or two of the ones that are currently with FOS are likely to go bust before any potential payout.
Sara (Debt Camel) says
That letter isn’t clear if they are contemplating a solvent liquidation or insolvent. If it is solvent, creditors should be paid in full.
I suggest you contact the ombudsman urgently about this and them if they know what is happening.
Tim says
Hi Anne did they make you a poor offer after visiting your home before rejecting your complaint?
Annie says
Has anyone ever had irresponsible lending case with Likely Loans.
Sara (Debt Camel) says
yes lots … see https://debtcamel.co.uk/refunds-large-high-cost-loans/ which has the template for this sort of complaint.
Annie says
Thank you.Do they take a while to deal with them
Sara (Debt Camel) says
Ask on the other page – more likely to be seen by people who have complained to them.
Linda and Roy says
Could you please send a other letter out please I filled it out wrong
Thank you we both had loans since I been 18years old this is for a refund
Sara (Debt Camel) says
Hi Linda & Roy,
was this a letter from Provident?
Peter says
Hi Sara
Just received my response to my complaint to Morses. Despite using the Debt Camel’s template letter (adjusting it slightly to reflect my circumstances) they didn’t even answer my complaint. I initially received confirmation that they had received my complaint, and yesterday received a large envelope containing all my previous signed agreements/statements with a very short letter “I trust this clarifies your request”. (Think they mean “satisfies”).
Not sure if this is worth persuing as I still have 3 outstanding loans with them where I am making a token payment. Including these 3 loans (current balance £261.72) I have had a total of 7 loans with an overall total of £1,650; after interest I would have repaid £2,580. One thing that always puzzled me is that each time I took a loan they performed a credit check which I passed despite having a CCJ and numerous defaults showing on my record.
Any thoughts?
Peter
P.S. Good news from MoneyShop though; received my settlement at the beginning of June. Fingers crossed with Provident/Greenwoods. Thank you Sara for the website.
Sara (Debt Camel) says
It may be they have just sent you a list of your loans? When did you send them your complaint?
Trenwick1 says
My partner had the same, his paper copy of loans. They then sent a letter a few days later saying they are looking into the complaint.
carole clark says
Help!can anyone help me with this one.
Pawnbrokers are moneylenders except they want your goods first.
The interest rates are unbelievable
Example.i spawned some diamonds because I needed the money urgently. I borrowed £1000and had great difficulty paying it back I was very worried,these diamonds were worth 10 times what I pawned them for.every month I was trying to pay the interest.this went on for 3 years. I paid something in the region of £5000 and then the £1000 on top of that. The pressure was unbelievable and I overdosed many times so I could go to sleep and not think about it
I finally got the diamonds back but guess what? The diamonds are back in and only today tha calls have started for the ticket to be renewed. I am ill with it all. What do I do
There is no regulated for pawn shops. Help
Sara (Debt Camel) says
I am sorry but the affordability rules do not apply to pawnbrokers.
I know you won’t want this suggestion, but if you can get the diamonds back, how about selling them and clearing a lot of your debt?
If you can’t get them back, talk to a good debt adviser about your situation – phone National Debtline on 0808 808 4000.
bobby says
hi can someone help me with some device please i have hd multiple loans with naylors. the old agent i had used to come to my address to give me money before it went in to the new online system i’m behind with some of my bills due to repaying loans back but i did ask for subsequent loans myself after the first one. which a man just turned up looking for previous tenant and then asked me if i wanted a loan that’s when it all started back in 2015 but my agent would ask me what i pay in bills and ask me about my income and he would just shovel figures around add some on take some off till it was suitable never asked to see proof of anything and still have loans of them which i am behind in arrears. would this be accepted for refunds does anyone no. thanks
Sara (Debt Camel) says
That sounds like a lot of loans – repeat lending is usually a sign of a strong complaint.
bobby says
ok thank you, sorry about the spellings using a different device. thanks i’m just not sure we’re to start and yes it is a lot of loans when i think about it now. i also have 2 loans from loans at home will that affect my claim? and also do i go to the ombudsman of naylors or go direct to naylors first sorry.? sorry never done anything like this before
Sara (Debt Camel) says
The article above takes you through it step by step – you complain first to Naylors. The complaint includes a request for a list of your loans and how much interest you have paid – you need that to assess any offer they make.
If they reject, send it to the Ombudsman. If they make what sounds like a poor offer, some back here and ask? You can’t change your mind if you accept an offer…
bobby says
ok brilliant thank you very much i will start the process tonight. then let you no with an update once i have heard back before i make any more steps. Thanks for your help sara
Kayleigh says
I had two loans with Morses and got into arrears and set up a repayment amount. When I contacted them to set up a repayment amount the woman wasn’t very polite on the phone as basically said it was my own fault for getting into arrears. she then looked into my details and realized that the woman who provided my loan didn’t complete the income and expenditure correctly and has missed out elements of using a car i.e. insurance. petrol and tax. Do you think i should complain about this and see if they will remove my interest? I’m happy to repay the monies just not the interest?
Sara (Debt Camel) says
Absolutely. Send them an affordabilty complaint, template above, and add to the template what you were told on the phone. It will help if you can attach copies of your bank statements for the 3 months before each loan. If they refuse to remove the interest, send the complaint to the Ombudsman.
Did you set up a payment arrangement?
Kayleigh says
Hi yes I have a repayment in place for £20 per month but they are hammering my credit score with late payment notifications whilst other lenders have set up special arrangement notices. I have sent them an email using the template and bank statements.
Sara (Debt Camel) says
if you win the affordability complaint, they will have to delete the negative marks on your credit record :)
CC says
I made an unaffordability claim for loans taken out with Morses some years ago. They repeatedly loaned to me and used ‘top up’ loans to pay off existing ones, which was encouraged by their agent. I recently provided all address history, personal details including reference numbers for my Morses account and even sent further information when I found it.
They sent me two letters saying they have been unable to trace any account information and therefore say I have no grounds to complain and consider the matter closed. Are they allowed to do this and just refuse to take any responsibility by saying they cannot find the data, not even with reference numbers I supplied which I know are correct? There is nothing from them on my credit file though. Do I just presume the loans are too old to do anything about even though their practices were questionable to say the least and they are still trading as the original company as far as I know.
Sara (Debt Camel) says
do you have the details of these loans – what you borrowed, the dates, what you repaid?
CC says
No sadly I haven’t, just the account reference number and some old letters with a balance on when the loans were active. I thought they would have those details and used your excellent template letter to ask for the loan information when I contacted them but all I received was the ‘brush off’ letter (twice). I did provide everything I thought they would need to trace my account with them but it is as if it never existed according to them.
Sara (Debt Camel) says
how long ago was this?
CC says
I think the last loan and paperwork I had from them was in 2011/12 so about 9 years ago. Is this too long ago to do anything now? I just find it puzzling they have no data and cannot find anything even with reference numbers and full personal details that I supplied.
Sara (Debt Camel) says
If they don’t have the data (because they have wiped it) and you don’t , then there is little that can be done :(
CC says
Oh well never mind :( hope other people have more luck with this lender who continues to trade (hopefully with better practices than they used before). Thanks so much for the information Sara.
Martine says
Hi sorry to jump in! I had this with black horse, I told them if I still owed them money they’d know me!!! I put it in writing and said that again and suddenly they found me! Try that before you give up as I was successful in my claim!
Stef says
Hi all,
Has anyone ever recieved an email update from the ombudsman that says
“Your case is currently in a queue waiting to be assessed by an adjudicator and we’ll be ready to give you our answer once we’ve considered all the information that we have on the case.”?
If so, does anyone know how long this stage is likely to take?
Thank you 😊
CC says
I have two cases lodged with the Ombudsman. The first submitted and accepted in Nov 2020 and the second one in Jan 2021. Although I have spoken to them and get updates via email neither of the cases have been allocated to an officer yet. I don’t whether they assess the urgency of cases and allocate accordingly but I was initially told it would be 4 months because of delays but my first case has been waiting over 7 months and the second one almost 6. They are obviously extremely busy at the moment.
Rose says
I put in two cases in November, and a separate complaint, about one of the initial lenders I was making an affordability complaint, in January. The January one was allocated and resolved first. One of the cases from November was assigned in February, and was a bit of a faff (settled last week) because Safetynet Credit initially refused to accept their adjudication (this was to do with their final) and the other was assigned in April, and settled in May. So there doesn’t seem an awful lot of rhyme and reason, in my particular case, about what gets picked up when.
I put another in last week, and will be doing another next week: I am expecting both not to be resolved until some time next year, based on what I’ve seen so far, and I know they have a huge backlog at the moment also.
Margaret says
Hi has anybody had any complaints against GR Finance?
Sara (Debt Camel) says
you have been the only person to mention them – they are a small lender.
Nicki says
Hi Sara,
I used your template for Morses/Shopacheck, they have sent my statements through today, but have told me to contact Welcome for the ones previous as they only took on the open accounts- is this correct and what happens from here
AllyG says
Just wanted to say a huge thank you to this site, and yourself Sara . I only came across it 2wks ago didn’t even know I could put in a complaint about being Miss sold doorstep loans,after reading comments I realised I certainly had so I used you’re template on the 28th June. I finally got a offer from LAH today after just 2wks of 19K+ 👍if wasn’t for this site I would of been none the wiser,They were giving me loan after loan sometimes 3 at once;never checked my income only on first loan in 2010.When I was going through cancer even got me to redo loans,they should be ashamed,never once a offer of help or a break while going through my Chemo treatments,they have upheld my loans 7-68 !! going even over the 6yrs and time barred accounts some being upheld ..
Thanks Again
Emma turner says
Hi I need help as safety net credit has replied saying they was right with the outcome of the loan but they have gotten the income at the time wrong and saying I was on 2grand a month which is not what I was on at all.
Sara (Debt Camel) says
Go back to them and point this out. Say the case goes to the Financial Ombudsman in a week if they do not reconsider and make you an acceptable offer.
Lea says
Hi i currently have a claim in for Morses refund with ombudsman for many loans, i have outstanding loans with them but realised today im only paying the interest off now as ive paid way over what i borrowed on each loan. Should i stop paying?
Sara (Debt Camel) says
are the repayments actually affordable? if paying Morses means it’s hard to manage your other debts and bills, then yes you should probably stop.
Stopping paying will also mean that you are better off if Morses go into administration and your claim is then upheld – I have no reason to think they are in trouble, but you may be worried about this.
The only downside to stopping is that it will harm your credit record, but any negative marks will be removed if you win your case.
You say “many loans” – how many? if it was a LOT then it’s very likely you have a strong complaint.
Lea says
I have had 2-3 loans runningqll the time with them for about 15 years and yes its hard to afford it thats why i wondered a out paying. Im on benefits have been for 15 years as disabled and been paying out 135 to morses every fortnight. Course then they have you as you always need that renewal they offer
Sara (Debt Camel) says
That sounds like a VERY strong case. I suggest you tell them you will not be paying until your Ombudsman case has been decided.
Nic says
Has anybody had any joy complaining to mutual??
AllyG says
Hi Nic
I put in a unaffordability complaint 5 July to Mutual ,I had a acknowledgement email that same wk with how they deal with their Complaints attached, then say will be in touch within the 8wks.That’s all I’ve had so far from them.
Nic says
Hi, mutual replied to me stating that all 20 of my loans were affordable and they weren’t paying out on any
Sara (Debt Camel) says
I hope you sent this to the Ombudsman, Nic?
Nic says
I have, I sent them this week.
Kind regards Nic
Julie says
Does anyone know how long is it taking for cases to be allocated to an adjudicator?
I have a complaint against morses club which is with the financial ombusman waiting for it to be allocated.
I recieved an email this morning from a company called Lantern (Debt collector) saying that my debt with morses club is now with them and that I need to set up a payment plan to pay the debt off.
I’m not sure what to do. Any advice would be greatly appreciated.
Many Thanks
Sara (Debt Camel) says
Tell Lantern that you are disputing the debt with Morses and there is an open complaint at the Ombudsman.
Julie says
Ok. Thank you.
AllyG says
Hi Sara
Is there a direct email for Morses/Shopacheck to send a unaffordability complaint to ,or do you just filling the form that comes up when you have clicked on the name from list on this page. Thanks
Kathleen Gray says
I just copied and pasted the template letter onto their link for complaints… they are now dealing with mine and have sent details of all my loans which to be honest shocked me. I didnt realise how much ive actually paid this company. top up after top up just to help repay the original loan. crazy! anyway they have told me they will provide the outcome of my complaint no later than 3rd november
Ann Elizabeth Murphy says
After 1st loan with Provident,I was never asked again if I could afford to pay back the loan,I was always offered another loan. When I got married and wanted to change my name with Provident ,was told it didn’t matter. Provident agent came on one occasion and gave me money back as her books didn’t balance and she was sacked.
Lisa Selway says
Hi Sarah, as my case is with the FOS do I still need to re apply to provident??
Mines been going on over 18 months now.
Sara (Debt Camel) says
You shouldn’t – a claim should automatically be registered, see the Flowchart linked to in the article above.
But why not set up an account in the portal and see what it says? One person in the comments above with a FOS claim said it didn’t show in the portal. This may just be something temporary and they haven’t yet uploaded the FOS complaints. Or it could be an error. You could wait and. Check again in a few weeks or just decide it’s simple enough to submits the claim yourself now and get it out of the way.
Nicky says
Hi
How does anyone know how long Morses take to pay/transfer refund after you accept their offer?
Margaret says
Hi Nicky, I got my payout last week after 21 days. I was told 28 so it was a bonus ! Hope you don’t wait too long . Good Luck
Stef says
How long were your cases with the ombudsman before you got an offer, if you don’t mind me asking?
Margaret says
Didn’t use Ombudsman Morses settled with me
Nicky says
Hi Stef
So Morses made poor offer, sums didnt add up. End of February, Ombudsman emailed to say both parties had 2 weeks to add any more information.
Middle of April another email saying i was in que for my case to be assigned.
First email from Adjudicator was end of July
Decision from him on 5th August and Morses agreed with them on 10th August.
Glad i didnt take Morses first offer, as im now get exactly 3 times what they first offered.
Hope yours is not too long now.
Nicky says
Hi Margaret
Thanks for reply. Im on week 2, so hopefully not much longer. 😁
J Donn says
Just a heads up on the final outcome of mines with Skyline.
They accepted responsibility for irresponsibly lending 20 loans out of 30. This worked for me as it has removed most of their loans from my credit file as was my initial concern.
I received around £3.5k by bank transfer within 48 hours when I had accepted the decision, and those loans have been removed from my credit file.
A good outcome and thank you Sara for all the advice
Gina says
Hi, I’ve just won my case against CLC finance at the FOS as an ombudsman final decision. They were told to refund from Loan 10-33 and add 8% simple interest. I’ve had a phone call from CLC saying they are sending me a form to sign and will pay what they owe me into my bank account within 3 days.
The problem is the form they want me to sign does not provide a breakdown and the amount is lower than what I had worked it out as. They say “we are prepared to pay you this sum for full and final settlement of your intended claim against CLC” They state that by signing I agree to drop any complaints I have with them. They state they do not accept any reposibility or wrongdoings by them.
Nowhere does it state this is due to a ombudsman decision, just what they are offering due to my complaint, which they rejected back in March 2020. I’ve requested for them to send me a breakdown but have yet to hear back from them.
Sara (Debt Camel) says
Tell your adjudicator what is happening.
Gina says
Hi, I’ve spoken to my ajudicator at FOS this morning and have been told that as the Ombudsman disision is final and legally binding I shouldn’t have to sign CLC’s document. She said she will contact them regarding this and if I want anymore advice on the documents to contact citizens advice.
Just when I thought it was all over after 18 months.
Sara (Debt Camel) says
I suggest the bigger problem here is that they have come up with a figure that is too small.
Tim says
Hi Gina. I also have a claim against C.L.C. Finance. Did they finally pay you what you was due to?
Gina says
Yes eventually. I’m still waiting for my tax certificate to reclaim the tax though. Been over a month since receiving paent but they keep giving different excuses as to why the haven’t yet issued the certificate.
C says
Hi
Quick question. Wondering if anyone can give experience of receiving redress from morses club.
Do they generally take the full 28 days to pay out?
Many thanks C
C says
Sorry I just saw the comment above. Hopefully I get it in a similar time frame 🤞
Damien says
HI Sara,
my wife and I have had three loans in the UK but ten loans in the Republic of Ireland from 2013/2015, if i was to submit a claim would i put in to account all the loans together or just the ones here in UK since 2015.? We do still have al l the provident books from both countiers. Thankyou
Sara (Debt Camel) says
I *think* it will only cover the UK loans. But you need To ask Provident to bd sure as thus is an unusual situation.
Lesley says
Hi I can’t find my original loan documents or the book that I used to re pay the loan when they came to my door how would I go about finding this because I would like to make a claim and can’t without this thanks
Sara (Debt Camel) says
You shouldn’t need to produce this unless Provident say they can’t find a record of you.
Nicola Powell says
Hi, I put in a claim for multiple unaffordable loans with Provident at the beginning of the year. After quite some time they came back and refused the claim. I took the complaint to FOS but then Provident went into administration and FOS told me that Provident would now deal with it through their scheme. As Provident originally refused me will they now re-look at my claim or will it automatically be refused again?
Thanks in advance
Sara (Debt Camel) says
They will relook at complaints in their Scheme, not just reject them.
You need to check your FOS complaint has been logged as a claim – the simplest way may be to try to enter a new claim yourself.
Michelle Louise says
Hi ,
I have a claim with the FOS and im awaiting a payout from Morses Club , Its now almost 5 weeks Ive now contacted my Adjudicator as was told
Payout should of been within 28 days. Anyone had similar issues and how long did your payout take? Thanks
Nicola says
Hi Michelle
I received my payout from Morses 16 days after phoning them with my bank details. Transferred it to me on 1st September this year.
Hope this helps and your not waiting too long for this
michelle louise says
Hi , Thats good to hear thanks for letting me know.
Chris says
How do I claim the tax back from my refund from morses?
Sara (Debt Camel) says
see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Marie says
Provident Scheme, I have been chased and threatened by agent to make payment, I have said to them numerous time I don’t even have money to feed my family, she said I still have to pay. She call a few times a week to chase payment. Do I still need to carry making payment to provident
Sara (Debt Camel) says
You have made a claim to the Scheme? How many loans did you have from Provident before this one?
Marie says
Hi Sara,
5 loans from 2012, before this one. I paid all of them. I have 2 with remaining balance to pay. Been off work due to sickness. Berm chase and proper harass by agents they are calling up to 5 times a day. I’ve explain i can’t afford to pay. They still saying it need to be paid or provident will take me to court
Sara (Debt Camel) says
so you have already made a claim to the Scheme?
do you have other problem debts or arrears as well?
Marie says
I have made a claim yes. But they won’t link all the ID scheme under one, they want me to register, but when I register a pop up message comes up as the email address already registered
Sara (Debt Camel) says
so there are three problems here.
1) being pressured to pay money you can’t afford. If you have a claim in, there is no way Provident will take you to court until it has decided the claim. The debt collector is just being unpleasant.
2) making sure Provident include all your loans. I can’t tell what is happening. You need to phone them up and explain the problem.
3) do you have other problem debts as well at the moment?
Marie says
Hi Sara,
No I don’t
Sara (Debt Camel) says
ok, so tell the debt collector you want your claim decided, phone Provident and get the different loans all under on id and wait for the outcome of the claim.
If you lose it you will have to make a payment arrangement, but it could be just £1 a month if that’s all you can afford.
Lea says
Hi I just want to thank Sara for all the advice on this site It is because of that advice i applied for a refund from Morses, i disagreed with their token decision, i reported to ombudsman and received a 700% increase in offer. Thank you Sara x
Sara (Debt Camel) says
That sounds better! Did Morses accept the adjudicator decision?
Lea says
They did! apparently ill receive refund within 28 days and they will remove all of the loan histories from credit file.
Sara (Debt Camel) says
great! If there is any chance you make other complaints in future, take a copy of your credit record now and keep it – before they delete the records.
Shelly says
Im still waiting for a payout from Morses , They agreed with the financial ombudsman back at the beginning of August and had 28 days to settle . Moving on to now ive heard nothing I told the Adjudicator who has now twice told them to settle this promptly. They now have until the 12th October to do so and im not holding much hope , Ive seen cases where they have settled within the 28 day period. Don’t understand why its taking so long.
Sara (Debt Camel) says
Have you phoned them with your bank account details as some previously suggested?
Peter says
Quick question, I have a complaint on going with LAH and they had till the 8th of September to get back to the adjudicator but still nothing! They ruled that not any of the loans should have been lent. I’ve still not heard anything and it’s been nearly a month, are LAH like this trying to get out of paying? Thanks
Alison says
Hi Peter LAH were pretty quick in paying out after finding loans shouldn’t of been given to me, from first email of complaint to excepting their offer the actual payment took literally 2days to go in my bank. Length of my case was only 2weeks..So they usually don’t mess about paying out.
Alison
Peter says
The ombudsman said they had till the 8th of September to agree or disagree with there discussion and they still haven’t got back to them! Don’t know if I should do anything?!
Sara (Debt Camel) says
Ask your adjudicator what is happening.
Alison says
Hi Peter . I’d get in touch with your adjudicator and see what the hold up is then,it may be that they are working out the payment for you from the loans ; so I’d definitely chase up ..Hopefully sorted for you soon . Alison
Tim says
Put a complaint in with C.L.C. Finance about a month ago. A audit manager visited me at home within a week offering me £300 pounds and paying off my 2 outstanding lians with them as a good will gesture. Has anyone else had this with C.L.C.? I believe this must be a ploy to get you to drop the complaint
Sara (Debt Camel) says
How much are the two outstanding loans?
Do you have a list of your repaid loans and the interest on them? How many were there over how many years?
Tim says
2 outstanding loans about £600 pounds. Had about 30 loans. Interest paid about£3200. And yes they have sent me a list of all my previous loans over the last 6 years. Got redress of Provident. Morses Club. and Loans @Home. All 4 lenders were running together
Sara (Debt Camel) says
Then that does sound like a poor offer!
Are you making any payments to the current loans?
Are you prepared to compromise at all? If you want the maximum possible, just send your case to FOS now. But if you would be happy with a lower quick settlement, reply saying what you would be prepared to settle for and say they have a week to accept or it goes to FOS.
Tim says
CCL have stopped taking payments on my loans. However i think they will still report missed payments to C.R.A. I did tell them what i would accept. They refused. ( £750 plus the 2 loans paid off)
Sara (Debt Camel) says
Ok then send the case to FOS now. You offer was very fair.
Alyson says
My adjudicator came back to me last week for Morses and that they agree with her decision (this was very fast they decided so I hope they get in touch soon for my bank details).
On my breakdown she sent apart from the tax deducted it also has deducted ‘Outstanding capital deduction’. Would this be to do with the last 2 loans that got shifted over to Lowell.
Also in the letter she initially sent them it does say about them getting In touch with the debt company, Should I also get I touch with them or just sit and wait.
Thankyou.
Sara (Debt Camel) says
Yes that will be to do with the loans with Lowell. Are you making payments to Lowell?