UPDATE: in March 2022, Loans At Home was put into administration. You can still make complaints against them, but they will be decided by the administrators and you will not be able to send them to the Ombudsman.
UPDATE: in August 2021, the Provident Refund Scheme was approved in court. You can no longer use the template on this page for provident complaints. 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 and Mutual, 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 now in administration but you can still 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!
Are you struggling to pay car finance?
Is your credit limit too high? Not affordable?
Can you get an overdraft refund?
Jack says
Hi there, I believe I was mis sold over 10 unaffordable door step provident loans in a vicious cycle over a 15 year period. I had multiple accounts to off set the payments. I had to ccj and cc debit at the times and took an overdraft with barclays to buffer my daily living costs. I have applied to the scheme but I wish to take further action to get a refund on the 1.557.7 apr they applied to some of my loans. The stress
Sara (Debt Camel) says
There is nothing more you can do except wait and see if your claim has been upheld in the Provident Scheme. If it hasn’t, you will be able to make an appeal. See https://debtcamel.co.uk/provident-scheme-claim-refund/ for news on the Provident Scheme – that page is kept updated.
You may be able to make complaints about your credit card debt – can you say some more about this? Who was the lender and did they increase your credit limit?
And also about your Barclays overdraft – how large is the limit? How much of the month are you in the overdraft? has the limit ever been increased?
jack says
My overdraft with Barclay’s bank increased over a 10 year period in response to managing my doorstep loans. This has resulted in a £5000 overdraft. However, at the beginning of this month, the overdraft was removed as I was not able to keep up with the interest Barclays Bank apply each month. Over the past two years, I appealed to Barclays Bank, explaining the hardship experienced, however, I was offered no support to resolve the matter. I found out on 1.2.22 that they removed the overdraft leaving me to face that I was £5000 in debt with Barclays. What are my options now with a credit score of less than 450 and 10 doorstep loans clearly reported on my credit file?
Sara (Debt Camel) says
That is a large overdraft. Were you in it all the time, never getting back into the black even when you were paid? If so, for how long?
jack says
I have remained in my overdraft for at least 3.5 years. it was increased, I rarely went back into credit. Barclays has now withdrawn the overdraft and left my account with overdrawn all because of the fees from Barclays and the reoccurring doorstep loans. My credit lists over 10 doorstep loans with provident all paid but my credit score is below 450 with the Barclays account showing the 5000 overdrawn.
Sara (Debt Camel) says
That is a large overdraft. I suggest you also complain about that, asking for a refund of all the fees nd charges from the poin5 they increased your limit. See https://debtcamel.co.uk/refunds-catalogue-credit-card/ which covers credit card and overdraft refunds.
Lesley says
Hi could I ask if it’s worth me doing this 3 letter process to sone of my debt company’s like Lowell ect I’m not sure if it works, do you know of any templates how to do this thanks
Sara (Debt Camel) says
The 3 letter process is a lot of legal nonsense. It sometimes appears to work when the debt collector can not produce the CCA agreement for the debt… I suggest you read https://debtcamel.co.uk/ask-cca-agreement-for-debt/ which looks at the correct way to ask for the CCA agreement and stop reading websites that advocate the 3 letter process.
David says
Hi, an adjudicator emailed me on 27th Jan with his view and gave morses until the 10th Feb to agree or disagree. I was just wondering if people waited the full time and if they are likely to agree or disagree with the adjudicators view and if so what the process is after this. Do they send you a letter or is it all done through the adjudicator. Thanks in advance
Nicci says
Hi there,
I recieved my redress from a claim last week- all good there. today however inhave recived a credit for the exact same amount. What do i do nexr? Contact the bank or contact the lender? Thank you
Sara (Debt Camel) says
Well you could sit on it, make them send you a complaint, and then reply in 8 weeks saying you will refund it in another month…
But seriously, yes you should tell the lender. Who will probably want it back!
Who is the lender?
Nicci says
Ha haa…. Yes i could…
The lender is Morses
Jo says
Hahahahaha
That’s a good one Sara I would go with that!!!
Tim says
Hi Sara. Had a doorstep loan complaint with the Ombusman now for 3 months. What is the time scale before its picked up with the adjudicator?
Sara (Debt Camel) says
some time in the next 3 months I would hope.
Sam says
I complained to Morses using the template provided about loans taken from 2017 onwards. They have sent me a letter with Data Subject Access Request advising they have enclosed a printout for all accounts, but any information held before a loan over 2020/21 has passed their internal data retention and has been purged from their system. It also says ‘I trust this clarifies your request; however if you have any further queries, please do not hesitate to contact me at the address detailed above’.
Is this them closing the complaint on their end or just part of the process?
Thanks!
Sara (Debt Camel) says
so they have only listed 1 loan? even though you had others from 2017?
do you know how many loans you had from them? do they show on your credit records?
Sam says
Yes, they’re saying they don’t have details of any loan prior to the one they’ve listed in 2020 because it’ll have been purged from their system. I have 8 separate loans showing on my credit file.
Sara (Debt Camel) says
Then send a copy of your credit record to Morses and say you want all those loans taken into account and you will be sending the case to the Financial Ombudsman if they are not refunded.
Sam says
Thanks Sara, I responded advising that I had 8 separate loans on my credit file that I could prove and have received a letter today detailing all loans that they previously said were no longer on their system. So I now wait for them to look into the affordability?
Sara (Debt Camel) says
yes.
That is a pretty shocking response originally from them. If you don’;t get a good offer from them, send it straight to the Financial Ombudsman and say how they sent you an incorrect SAR the first time.
Sam says
I know, I was quite shocked. I could’ve understood the whole record purging if it had been years and years, but prior to 2020? Interesting how they’ve managed to access the loans after I said I could show them on my credit file though.
Sam says
Hi Sara,
I have received a final response from Morses today. They accept that loans 7 and 8 weren’t responsible lending and have offered a redress of £922.16, which includes the 8% interest, and to remove the 2 accounts from my credit file. As these 2 loans are actual issues on my credit file at the moment, I’m leaning towards just accepting the offer and calling it a day with them.
Sara (Debt Camel) says
Well that is your choice. Getting issues sorted swuftly is a good thing.
If these loans were continuous (no breaks of a month or more between one being repaid and the next loan being taken, then you may get a refund of loans 4-8 or 5-8 if you go to the Ombudsman.
You could say you would acceopt in the interest of a speedy settlement if they include loan 6? I don’t know how they would respond to that.
Milly says
Hi Sam I am going through the same thing with Morses they are saying they cannot find any of my records/data, Please can i ask what site did you use to get your credit file ? As each one i have tried my loans do not show up on them ? Thank you
Sam says
I use Clear Score, the loans showed on there. I also use Credit Karma but I can’t remember if they showed there. If you know how many loans you had, I’d go back and tell them that they are on your credit score because once I did, I received a letter within days listing all loans and without them actually asking me for proof.
Milly says
Thank you for your reply and your help
I will try clear score
Bill says
Hi,
I’ve had Morses saying the same that they don’t have any data on the loans, although mine where between 2008-10, looks like a closed book unless anybody knows different?
Sara (Debt Camel) says
There is a lot of difference between not having details of loans in 2008-10 and from 2017!
Billy says
Sorry I’ll correct myself, with Morse’s club taking over shopacheque, I’ve contacted them several times and they inform me they hold no data on loans from shopacheque, would that be the case?
Sara (Debt Camel) says
A lot of people have been told that.
michael says
Hi sara
Ive just received paperwork of statements from morses. They’ve sent me loans 23 to 40 , so from Jan 2015. saying this is all the statements they hold relating to my accounts.
” I trust this clarified your request, however if you have any futher enquiries, please do not hesitate to contact me via the address above, also says if im not satisfied with the subject access request i can exercise my right to complain via information commisioner and an independant regulator ”
Do i just wait now for further contact from them? Or do i have to do anything else?
Thanks michael
Sara (Debt Camel) says
This is just the reply to your subject access request.
They should send you a reply about your affordability complaint within 8 weeks of your complaint – this is not that reply.
Because they are saying they do not have any information about the earlier loans, I would hope that they should offer to refund ALL the loans from 2015 onwards.
Do you have any information about loans before 2015 from your own records?
michael says
I think this date in 2015 is from when they bought some of the business off KDS, and it changed to morses but with same agents and we just had to carry on paying as normal..So previous loans would be down to KDS i presume.
Thanks Michael
Tim says
Hi all. Has anybody got a outstanding complaint with C.L.C. Finance Ltd with the Omsbusman. If so have they stopped taking payments of you but still reporting missed payments with credit reference agencies. Thanks
Sara (Debt Camel) says
If you had no missed any payments, they should not have done this unless you asked them to stop taking payments.
They are a very small lender.
Tell the ombudsman what has happened. If you win your case, your credit record should be wiped clean anyway. If you don’t htne, you want the missed payment markers removed as you were prepared to make the payments.
Tim says
They told mr this is the procedure they take with every one that makes a complaint. So i asked if i could still make payments and they told me no. I feel that they are not being helpful to me and i could be in a worse position if my complaint is not upheld. I have sent a email to the omsbusman stating this and tagged C.L.C. Finance in the email also. Im hoping this paints a bad picture to the F.O.S. when it gets picked up by them. I believe that both these loans will be defaulted by then
Jane Davies says
Hopefuly you will get payment soon then just a lot of waiting I have a complaint in with loans at home ..its escalated to stage 2 . The adjudicator found that loans 3-11 should not have been given to me and they was given 2 weeks to answer but they ignored the fos completly .so waiting for it to be picked up again now by the ombudsman i dont know how long that takes for that to happen it was 4 months for adjudicator
Sara (Debt Camel) says
Sorry, bad news – Loans at Home has just gone into administration.
Fos will return your complaint to the administrators to deal with.
do you still owe them any money?
Jane Davies says
Awww no gutting to hear this ..no i owe them nothing ..but the adjudicator adviced that they was to pay me loans 3-11 .. its been a year now since i put i the complaint . Thanks for telling me
Gord says
When did loans at home go into administration
Sara (Debt Camel) says
They announced today it will be happening, see https://otp.tools.investis.com/clients/uk/nonstandard_finance_plc2/rns/regulatory-story.aspx?cid=993&newsid=1559742
Sarah says
Hi can I just ask what is the longest people have waited for redress from morses, it’s been over 20 days but it only took 3 days to clear and close my account
Daniel Richards says
I have Morse’s club loan and profident be that I couldn’t affort
Sara (Debt Camel) says
have you made a claim to the Provident Scheme? If not this is URGENT – the deadline is the end of the month. Read https://debtcamel.co.uk/provident-scheme-claim-refund/ and put in a claim right away – phone them up if you do not know your scheme id.
Morses – how many loans have you had from them? How large is your current balance? Do you have other debts or are you behind with bills?
Daniel Richards says
When will I have these refund from profident and Moses club
Sara (Debt Camel) says
when did you make a claim to Morses? When did you make a claim to the provident Scheme?
Daniel Richards says
Couple days ago.
Sara (Debt Camel) says
The Morses will reply to your complaint in about 8 weeks. If they reject your complaint send it to the Ombudsman.
It will probably be several months before you hear the result of your complaint in the Provident Scheme. It is good you have claimed now as next week it would be too late!
Timbouk says
Has the provident scheme page on here disappeared or moved ?
I found it useful to hear when people were receiving responses.
Sara (Debt Camel) says
https://debtcamel.co.uk/provident-scheme-claim-refund/
Claire says
I took a loan out with Morses for £300 and paid the £300 off at )15.00 a week but the loan with the interest made it £525 they then offered me another loan of £600 which I stupidly took the repayments for this loan we’re 22.50 which I I’ve only paid about 3 back as the two loans together weekly made it £37.50 to which I just can afford now they are sending me letters ect do you know what my position could be with them and what steps should I take thank in advance
Sara (Debt Camel) says
do you have other debts as well as these?
Are you behind with any bills?
Claire says
Yes I have other debts with credit cards and 1 other loan I’m paying back, I am up to date with bills apart from my water bill, the woman from morses fudged the figures to make it look like I could afford the loan I think this was because at the time I had been Paying the £15.00 on time each week, I was actually on universal credit with no Job I just don’t know what to do and can see myself getting into a real mess with them thanks
Sara (Debt Camel) says
are you still out of work? on UC?
Are you renting?
What do the non Morses debts add up to?
(Sorry I do get round to answering your question but I need to see the full picture)
Claire says
Hi yes I’m actually on universal credit I’ve been put on sick and not asked to look for work, my total debs are around £9.000 that’s a loan and 2 credit cards, and yes I’m in a private house that I rent, my credit score and ccjs are not good at all and feel they shouldn’t of lent me anymore but the temptation then offering another 600 I just took it (stupid I know ) thanks
Sara (Debt Camel) says
in that case I think you have bigger problems than these Morses loans – getting the interest removed from the second one may be the best you could hope for but that doesn’t solve your problems, does it. Water isn’t a top priority debt but you can still get a CCJ if you get behind with that. I think you should talk to National Debtline on 0808 808 4000 about all of your debts, including these two Morses loans.
Claire says
I’m going to give them a call tomorrow thanks
Jo says
Sara can I ask you opinion please?
I had a on-going claim with mutual which got escalated to the ombudsman because mutual didn’t agree to the first outcome. It was agreed to the same outcome and they have now sent me a cheque and a copy of the loans they are refunding. There is one problem on loan 7 I took out £1,500 with interest £2,325 on the 15-09-2012. Further along it says settled date 26-02-2014 then refinanced balance £860 total repaid £1,465. (So they are not giving me anything back on this one) Something don’t add up as there is no new loan around the date of that one being settled as surly ‘refinanced balance’ means I took a new one?!
Sara (Debt Camel) says
I suggest you point that out to them. And if you feel you arent getting anywhere, go back to your FOS adjudicator and tell them.
Jo says
Do you think there’s something not right there? Or do that look normal?
Sara (Debt Camel) says
it sounds odd!
Timbouk says
Just notice loans at home has applied for administration. I have a couple of outstanding loans with them I am up to date with. I am guessing I need to continue to pay them as normal? Nothing on the website apart from saying they are not issuing new loans at the moment.
https://www.creditstrategy.co.uk/news/news/loans-at-home-enters-administration-21178
Sara (Debt Camel) says
have you made a complaint to them? how many loans from them?
Sam says
hi sarah had a compliant upheld a couple of weeks ago with loans at home , and accepted there offer , they removed all interest and said i just had to pay what i borrowed back which was £200 – £20 already paid leaving a balance of £180 , now with them going into administration , should i continue to pay the outstanding amount or would it be worth while waiting to see what happens ie if loans are written off etc ?
Sara (Debt Camel) says
I can’t really guess what will happen. Are the £20 payments affordable?
Ryan says
Hi Sara,
I’ve noticed in the news the fca wanting Normal bank lenders to fill the lending gap with the collapse of HCC. Where do you recommend people hard up with borrowing needs go to. I’ve had a claim following your advice and now can’t get any further credit. Almost as if claiming redress has left a Mark on me. Where do you recommend ? Especially as morses will likely be in administration within 6 months.
Sara (Debt Camel) says
Making a claim does not “leave a mark on you”.
Morses in administration? It’s not impossible but I have no reason to think it is imminent. They seem to be paying out fine on current complaints going through, even settling some reasonably without them having to go to the Ombudsman.
If your current credit record is poor, making more affordability complaints may be one way of trying to improve it. Do you have any payday loans showing? Defaults?
Why do you need more credit at the moment – bills going up? other debt repayments? or what?
Ryan says
I have a few defaults. These are going back a few years. These refunds are contracting the high cost short term credit market severely. There is no where else to go. Choice has massively reduced for us with poor credit histories. Without a history of good repayments banks will not touch us. There are local loan sharks. Once morses goes pop please explain where I should go to borrow money. You only have to take a short look at the morses current share price to realise that there is a severe short term risk of administration.
Sara (Debt Camel) says
This is what the Director of Retail Lending from the FCA said yesterday:
“There is a lot less capacity to lend in the market now than there was a few years ago, and our analysis suggests that there will be limited supply of credit in future to consumers at the highest risk end of the market. That is in large part because there has been far too much unaffordable lending, causing direct and significant harm to borrowers. This is borne out by the proportion of complaints about unaffordable lending that the Financial Ombudsman Service (FOS) has upheld – still greater than 60% – and the redress liabilities that firms have built up.
We have seen nothing to indicate that FOS’ approach to assessing affordability complaints, including loans involving relending, is out of line with our expectations. Our own experience is that firms have too often failed to meet our expectations on affordability, including relending. We see no case for lowering these standards – we won’t help consumers one bit by making it easier for firms to lend them money that they can’t pay back.”
And I agree with that. But that doesn’t help you now…
Those defaults – which lenders were they from? Winning an affordability complaint can get a default removed.
Are you borrowing at the moment from Morses? Have you had several loans from them?
Do you need to borrow money immediately, if so why?
Ryan says
To pay for things for my child, I’m not sure you have noticed but we are in the middle of a massive cost of living crisis. By encouraging a reduction in lenders who cover people like me, you will only drive people like me to loan sharks. The FCA can’t regulate the unregulated.
You should know you need payment history on your credit file before banks will look at you. Simply removing defaults only leads to further questions.
I have a few loans with morses, every thing I have seen suggests they may be on the brink of admin. Is it better to get the claim in now before admin?
Sara (Debt Camel) says
As I said, Morses seem to be settling complaints fine at the moment, if you have had a few loans from them make a complaint now.
What debts do you have that you are currently paying? Are you behind with any priority bills?
Tim says
Hi all. Just had my complaint against C.L.C. Finance upheld by the adjudicator. Do they usually agree or does it go to the ombudsman for a final ruling
Sara (Debt Camel) says
they are a very small lender so not many recent reports. Fingers crossed they pay out for you.
Sam says
Hi I was just wondering how long it taken people to get there money in the bank after they have excepted the redress thanks
Jo says
Hi, I was told my redress would be in my bank account 28 days from accepting their offer, I’m now on day 22 and it hasn’t gone in. Some people have had theirs into their bank by day 21 so I guess its whenever they feel like it within those 28 days!
Sam says
Thank you for your reply.
Jo says
I still haven’t received my redress into my bank account, I’m 3 days past the date that Morses said it would be paid. I’ve rang them up to ask what’s the hold up and they said it’s due to “technical issues with their payment system”.
Anyone else having this problem, and what should I do?
Thanks
Chris says
Hi Sara,
I have recently shared this website with family members to show them they can get their debts and finances repaired.
Can you advise whether you have heard of Rhodes Finance it is not listed on the website so I am not sure whether I can do a affordability claim to them.
Sara (Debt Camel) says
unfortunately the company was dissolved 4 years ago.
Sam says
Has anyone who has accepted an offer from Morses had a delay in the payment? I accepted March 8th and was told it would be in my account within 28 days. I’ve called today and they said they’re experiencing technical difficulties so it’s delayed but they can’t give a time frame.
Sara (Debt Camel) says
Yes, I have very recently heard this a couple of times.
Sam says
Iam still waiting for mine I’m on day 26 now so looks like im will be delayed to
Sarah says
Mine took 26 days got it 28th feb if it helps
Sam says
Thank you for your reply I hoping it will go in soon do you know if it can go in anytime of the day thanks
Sarah says
I checked morning and midnight then on that day I checked about 5 as a payment went out and it was in but it wasn’t before 2 that day I know this
Sam says
Hi have you received your payment from them yet.
Sam says
Not yet, it’s 34 days since I accepted it.
Sam says
I have now received the payment just after 2PM today.
Sam says
That’s great news they paid you
Jo says
Me too! :)
Sam says
Is this usually a cause for concern in terms of payments not coming before going into administration or could it actually be a technical glitch 😂 I’m not very trusting of them to be honest.
Sara (Debt Camel) says
It could be a technical glitch, they do happen. But if it persists, it doesn’t sound like good news.
Sara says
My husband had 5 out of 8 loans from Morses club upheld due to misselling and unafordabilty recently , he tried to take out more loans with Morses at the same time as these but the Morses rep said the only wAy of taking out more was in my name I took out 3 loans with them if I go down the same route as my husband did to try and get redress if it goes through the ombudsman likes my husbands did will he take this information into account as we had to borrow more in my name because we were in financial difficulty.
Sara (Debt Camel) says
I hope so. You can supply the details of your husband’s loans.
Katrina Vigh says
Hi Any Advice Please
I have had a lots of loans, white goods, furniture, electricals even gold jewellery off Shopacheck some years ago and it nearly killed me as i was in debt everywhere and it sent my mental health into overdrive, Luckily for me at the time my family stepped in and helped me, Fast forward i am now in a better position
I have been reading that i may be able to claim some refund, I have contacted Morses club as they took over Shopacheck had a reply asking for Name, Address, d.o.b, NI and exact date of my last loan
I had this reply
With the information provided, I am unable to locate an account.
Should you believe this is incorrect, if you can provide any alternative names or addresses held over the last six years, please let us know.
My name has never changed my address has never changed my date of birth is correct and so is my NI, Now i do not know the exact dates of my last loan i do not remember the year and cannot find my old doorstep collection book, So is there nothing i can do now ? I do not know no other way to find the dates out. I thought with the correct information they would be able to look at my records without the date of the last loan
Sara (Debt Camel) says
Was this a very long time ago?
Katrinw says
Hi Sara yes it was about 8 years ago the last loan i paid to Shopacheck, I have loans off them for about 10 years
Sara (Debt Camel) says
I am afraid this is common, that Morses doersn’t seem to have any details for these old Shopachek loans :(
Katrina says
Thanks for your reply, I had Shopacheck at the same time I had provident how can provident find all my records but not Morses ( Shopacheck ) seems very convenient how there is no trace/records
Katrina says
Can i please ask you say to people are the loans showing up on you credit record file, Where would i get access to my credit record ? Does it only show up if none payment or will some loans show up if paid ? Thanks
Sara (Debt Camel) says
See https://debtcamel.co.uk/best-way-to-check-credit-score/ for howto check your credit reports for free.
Very old loans should not show on your credit record. If they were paid they drop off 6 years after the settlement date. If they were not paid they should have been marked as defaulted and dropped off 6 years after the default date.
Katrina Vigh says
Hi Sara
Thanks for your help/advice
I have tried to check credit reports but nothing about any loans is showing up
Can i escalate it to the Ombudsman ? would they be able to make Morses run a check for my Shopacheck details ? I have already given Morses my full name, address and N.I number ( I have never changed my name or address ) but cannot find my Customer number or dates or should i give up because there is no way of ever finding out my customer number or the dates of my loans/last loan
I had lots of overlapping unaffordable loans off Shopacheck, When my parents came into some money they cleared my loans up as I was in such a bad position financially and mentally, Yes the loans was paid/cleared but would not of been without there help, Each and every loan was unaffordable and literary thrown at me but at the time you dont see that
I am also claiming against provident and greenwood scheme how can they find my records/details without dates of last loan, customer numbers etc but Morses cant ?
Any advice please
Sara (Debt Camel) says
So there are two possibilities here.
Either Morses have the data and they are lying about it. Or they don’t have the data (because they deleted it or never moved the Shopachek data over to their systems).
I am afraid I think it’s much more likely they don’t have the data any more. In which case unless you can produce details of the loans there is probably little you can do.
Katrina Vigh says
Thank you for your reply
Sorry not sure how the Ombudsman works ? Can they get data ? Can they contact Morses for my data ?
Sara (Debt Camel) says
The only place the data may exist (if you don’t have it) is Morses. there is nowhere else.
If you go to the Ombudsman, they can ask Morses for the data. But I don’t know if Morses have the data.
Katrina says
I asked Morses to check for my records/data Again using my middle name i received this reply
” I have used the new information provided below, and have still been unable to locate an account. This is due to our data retention policy, which means that 6 – 10 years after the loan was settled, the data is removed
I can only apologise for this
So that means that even if i could get a date of my last loan (which they said they needed to check for my data) they couldnt check for any other loans i had off Shopacheck because the data has been removed,
I know lots of people have put in claims from Morses/shopacheck that are older than 6 years so they all must of had there own details of each loan and dates ?
It looks like a losing battle
Sandie says
Hi, morse club has offered me £3000 on my loans of 6, 7, 8, 14, 15, 16, 17. 18, 19, 20, 21, and 27, does this sound reasonable? Why would they miss out loans 9-13 and 22- 26? Any advice, please? Thank you
Sara (Debt Camel) says
Good reason for missing out those loans could include:
– they were very small
– there were several months between each loan
– your income was higher for those loans…
Do you you know how much interest you paid on these loans? If you don’t, go back to Morses and say you want to consider their offer but first you need to know how much interest you paid on these loans (list them) and the dates they were taken out and repaid.
Sandie says
Hi, I was and am still on benefits, these loans go back to 2013 and still going, my income never changed and there was no break in between the loans it was one after another sometimes had two at the same time as well as them lending to my husband who passed away last year, the loans that they have refused some were as high £1500 and some as low as £300.
Sandie says
Hi again, here is the interest on each loan and no breaks at all;
1] 30/03/16, Loan 200 Interest 100
2] 27/06/16 Loan 300 Interest 195
3] 10/08/16 Loan 150 Interest 97.50
4] 08/11/16 Loan 200 Interest 130
5] 20/12/16 Loan 450 Interest 292.50
6] 13/06/17 Loan 150 Interest 97.50
7] 05/07/17 Loan 1000 Interest 820
8] 18/09/17 Loan 300 Interest 195
9] 14/12/18 Loan 1000 Interest 820
10] 24/12/18 Loan 100 Interest 65
11] 11/02/19 Loan 100 Interest 65
12] 17/04/19 Loan 300 Interest 195
13] 01/07/19 Loan 300 Interest 195
14] 23/08/19 Loan 100 Interest 65
15] 30/08/19 Loan 100 Interest 65
16] 16/12/19 Loan 1420 Interest 1214
17] 18/12/19 Loan 300 Interest 210
18] 10/02/20 Loan 100 Interest 70
19] 11/05/20 Loan 300 Interest 210
20] 02/06/20 Loan 300 Interest 210
21] 23/07/20 Loan 200 Interest 140
22] 13/11/20 Loan 1500 Interest 1282
23] 13/11/20 Loan 300 Interest 210
24] 16/12/20 Loan 250 Interest 175
25] 01/07/21 Loan 200 Interest 150
26] 23/07/21 Loan 1200 Interest 900
27] 20/09/21 Loan 300 Interest 225
All these are in my name though morse was also lending to my husband alongside, he passed away last year so I cant do much about his ones.
Sara (Debt Camel) says
There was a large gap before loan 9. But as loan 9 was so much larger, I still think they should have included it.
there was also a smaller gap before loan 22. But again that was a large loan so it should have been included.
And loans 26 as well!
Sandie says
Yes, I was paying £200 per fortnight to them, the gaps you see were the times my husband had loans in his name.
Sara (Debt Camel) says
Also point that out to them.
Sara (Debt Camel) says
You could go back to Morses and say you would like them to reconsider loans 9,22 and 26 and you can’t see why they have been left out. Point out your income was unchanged and you were on benefits the whole time. Say you think the Ombudsman may included even more if you send the case to FOS.
Sandie says
Thanks that was their final response so I have complained to FOS, I was wanting your opinion on how it may go if FOS is involved. Thank you.
Sara (Debt Camel) says
I would hope FOS would uphold everything after loans 5 or 6
Sandue says
Hi Sara, the FOS has told me they have told Morse to also refund loans 9 to 13 and loans 22 to 26 on top of the others, Do you know if Morse has to agree with this?
Sara (Debt Camel) says
Is the a first decision from FOS, from an adjudicator/investigator, or a final decision from an Ombudsman?
Sandue says
Hi Sara its from the adjudicator, I wonder if Morse will agree with them or if they will refuse and make me wait, do companies usually agree with adjudicator or take it all the way ? Thank you
Sara (Debt Camel) says
They don’t routinely reject adjudicator decisions
Sandue says
Thank you Sara, this could bring me a massive change to my quality of life, and you gave me the courage to go for it, I will let you know the final outcome.
Sandie says
That’s what I hoping for too, I will come back and let you know as it was you who first gave me the idea to fight this, thank you.
Sandie says
Sara, Im not sure if I am answering myself here, but Morse have agreed to refund me £7,500 i have accepted and I thank you so much for your site and knowledge as it gave the strength to fight this, Thank you.
Sara (Debt Camel) says
Excellent news for you
Christina Wynne says
Hi. I have made an affordability claim with morses. I just wanted to ask if they wait the full 8 weeks before they get in contact with the outcome?
Thanks
Sara (Debt Camel) says
Yes they often do
Gemma says
Has anyone tried naylors? And got a respond? iv just checked and iv got 33 loans from them on my credit file paid plus 3 that are open now could I get any help on how I get in touch with them as iv had to miss payments and in debt with other things also or is there no point doing it? Thanks I’m new to this
Sara (Debt Camel) says
There are a pretty small lender. just in a few areas, so you may not get a reply.
Use the template complaint in the article above these comments, which also has the email address for them to use. 33 loans is a lot – if they don’t offer you a refund on a lot of them, send your case to the Ombudsman.
Also if you are struggling at the moment and have other debts, talk to StepChange about your options – a debt management plan could be good for you. You can still complaint to Naylors and if you get a refund it will mean a DMP finishes much quicker. https://www.stepchange.org/how-we-help/debt-management-plan.aspx
Sam says
Hi I tried naylors and they got back to me I got most of mine paid back to me, so I would say its worth a try.
Gemma says
Once I do it does it affect other loans to? Say with other doorstep lenders do you no or anyone else?
Sara (Debt Camel) says
no other lenders will know that you have made a complaint.
Marie says
I have been granted £1600 from Naylors
Marie says
I got £1600 back from Naylors. They were very professional with my complaint.
Gemma says
Did you have to do anything? I sent it to them and got a reply saying I should hear back before end of next month is that all I do? I haven’t tried this before so not really sure
Marie says
They first of all emailed me so say they had received my compliant and I would get the final response by a certain date.
They sent my final response on the final day, I emailed back to say I accepted and the money was in my bank 2 days later.
Ring them to check that they are handling your complaint.
Gemma says
Ah ok thank you for getting back to me they told me 27th on June so should I wait till then or around then?
Gemma says
Would it affect any other form of credit doing it?
Sara (Debt Camel) says
Not making payments or making lower payments affects your rating. But if you can’t afford to pay everyting, that is what has to happen.
If you win an affordability complaint all negative marks 9missed payments, defaults are removed from your credit record.
Gemma says
Thank you I will try, do I still continue to pay the ones iv still got open with them or stop u til I hear back from them? sorry for all questions I’m new to this
Christina says
Hi. I have received and accepted a final response from morses. The lady said it takes 28 days for payment to go into my bank account. Do they always wait the 28 days or has anyone received theirs earlier?
Elaine says
Just had a FOS advising PayPal credit that they irresponsibly approved credit for me, by not doing adequate credit checks and increasing my credit limit with out consulting with me first, repay all interest and fees plus 8% interest.
Mike says
Christina well timed as Morse Share price is pennies at the moment and accounts delayed for 3 months. Something does not smell right
Christina Wynne says
Hi Mike. Do you mean people aren’t getting paid out for 3 months?
Sara (Debt Camel) says
No he means the company may be in financial trouble as they haven’t published their end of year results and have said they will be delayed.
That’s speculation.
But it is always a good idea for people to make claims as soon as possible and send them immediately to the Ombudsman if they are rejected. No point in delaying.
Christina Wynne says
Aw ok. Thanks for clarifying Sara. This group has helped me so much x
Gemma says
Is this morses club might be in financial trouble? Or a different place?
Mike says
Nothing definite about Morse but is has delayed results for 3 months to the latest date allowed under company law and its share have dropped from 60p to 5p since start of the year. It issued a profit warning in February 2022 stating complaints had risen so much. It could all be nothing and they are still lending. I only had 4 loans over 4 years so am not going to bother making a complaint anyway as it is not strong but get your complaints in if you think you will win