UPDATE: The Morses Scheme has failed. See Morses – what is happening to loans and refunds
UPDATE: in March 2022, Loans At Home went into administration. There is no money to pay any refunds. Any remaining loans have been written off and you should not make any payments to them.
UPDATE: The Provident Scheme has now closed and it is too late to make any Provident complaints.
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, 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
- Cockle email enquiries@cocklefinance.co.uk with Affordability Complaint as the title
- 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
- Mutual email to complaints@mutual.uk.com.
- 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
- Valleys Finance admin@valleysfinance.ltd.uk with Affordability Complaint as the title
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!!!
Lindsey says
Hi Sara I have wrote a letter of complaint following your help and advice through this site to loans at home regarding unaffordability complaint they have sent me the following information does it mean I can no longer claim back the interest on these loans with them being time barred kind regards
29/08/2007 £750.00 Time Barred
19/09/2007 £625.00 Time Barred
19/12/2007 £500.00 Time Barred
08/12/2010 £250.00 Time Barred
08/06/2011 £300.00 Time Barred
08/06/2011 £250.00 Time Barred
29/02/2012 £250.00 Time Barred
29/02/2012 £375.00 Time Barred
29/08/2012 £375.00 Time Barred
29/08/2012 £375.00 Time Barred
10/07/2013 £375.00 Time Barred
10/07/2013 £375.00 Time Barred
07/05/2014 £200.00 Time Barred
07/05/2014 £375.00 Time Barred
F1391823 £375.00 Time Barred
18/02/2015 £200.00 Time Barred
18/02/2015 £375.00 Time Barred
18/02/2015 375.00 Time Barred
02/12/2015 £200.00 Time Barred
02/12/2015 £375.00 Time Barred
02/12/2015 £375.00 Time Barred
Sara (Debt Camel) says
no, send the complaint to the Finacial Ombudsman as the article above says. Include a bit saying when & how you found out about these complaints – if this is within the last 3 years FOS can choose to accept the complaint and it often does,
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.
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.
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
Marie says
Hi how long did it take for your redress eventually?im waiting for mine but just keep getting told they have 28days?!
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/
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.
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.
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
Sandie says
Hi Sara, If Morse are in trouble would this affect the payment they have already agreed with me but not yet paid?
Sara (Debt Camel) says
Possibly, it depends what sort of trouble. If they go into administration, then yes it would. If they try to set up a Scheme of Arrangement, then it depends how complaints at different stages will be handled. If they just stop lending for a while while they try to sort things out, then no, they should carry on settling complaints.
Sandie says
Hi Sara, after the FOS has made their decision and Morse has agreed how long do I wait for the redress payment? Thank you
Sara (Debt Camel) says
They should pay you within 28 days. How long has it beenn?
Sandie says
Hi, its only two weeks, Im just worrying incase they are in trouble and may not get paid anything.
Gemma says
Hi what email did you use for morses there doesn’t seem to be one at the top? Thanks
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
R says
Do you have any advice for claims against Morses? I had 12 loans in total (amounts of £300, £500 and £600) 3 loans at a time while I was unemployed and desperate. I put a complaint in a couple of months ago but they just keep saying they need more time, do you think I have a chance? Do I just wait for them to respond? Thanks in advance
Sara (Debt Camel) says
if it has been 8 weeks, tell them it goes to the ombudsman if you haven’t had a reply by Friday next week.
This sounds a good claim and you should expect a lot of the loans to be upheld.
R says
Hi Sara, I’ve eventually received a final response – they’ve upheld 6-12 with a refund of interest paid with my remaining balance being deducted, does this sound reasonable?
Sara (Debt Camel) says
well it’s not dreadful and it may be fine unless they have not upheld some of the largest loans…
Would you like to list the loan sizes in order – 200,300,400,250,500 etc and then say which loan numbers were upheld?
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
Katrina 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 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
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
Gemma says
Do you no the email for morses to send the template to? They’ve stopped giving loans out at the minute so it’s worrying a bit iv had 15 big loans from them and paid all except 1 which I’m still paying do you think it would be worth sending it to them now incase anything happens?
Sara (Debt Camel) says
Have they stopped lending? I can’t see that on their website
Gemma says
I messaged my local agent about my loans to see if they was renewing them (I wasn’t gonna get another I was just checking) and she said ‘she’s not doing it at the moment’ iv checked on the website and doesn’t say anything on there and searched the internet and can’t find anything so not sure why she said it, yet before she renewed them straight away
Sara (Debt Camel) says
ok, I will keep my eyes open for anything more about this, thanks.
Marie says
Does anyone have an email address for Morses please?
Sara (Debt Camel) says
try ricky.essex@morsesclub.com.
Let me know if doesn’t work.
Gemma says
Did this email work? I’m looking for one to send it to also. Thanks
Gemma says
Do you have any other email for morses? I emailed last week and still not heard anything with using this one
Sara (Debt Camel) says
Then I suggest you use their complaint form.
Gemma says
Hope this is ok, when we do this and have other loans open do we have to keep paying them while waiting to see what they say?? Thank you
Sara (Debt Camel) says
these are doorstep loans? Who is the lender? How many loans have you had from them and how many are open at the moment? Are they repayments affordable?
Gemma says
Yes doorstep loans I can afford to pay them until they get back to me iv had 36 from them all together 33 are completely paid just 3 open but wasn’t sure if I had to keep paying or stop and it’s naylors
Sara (Debt Camel) says
This sounds like a very strong complaint.
If you can Pay them without problems, then that is simplest. If you stop paying that will harm you credit score, but you may not care if your score is already poor and the negative marks will be removed if these loans are found to be unaffordable, which sounds likely.
Anonymous says
Hi Sarah
What do you think my chances are if I complain to morses about unaffordable/irresponsible lending,I had 35 loans from 2014 to present average 400loan interest av 250,some were larger loans,most were 2/3 at one time no gap intervals from 1st loan,I am benefits and come to rely on these loans thru out to straighten other debts
Sara (Debt Camel) says
Long term continuous borrowing from the same lender is an indicator of financial problems – Morses should have realised a long while ago that their loans were not helping you but leaving you so short of money you had to borrow more.
I suggest you send a complaint in straightaway and send it to the Ombudsman at 8 weeks if they haven’t made you a decient offer. Come back here if you aren’t sure if their offer is good enough.
Do you have a current loan?
Anonymous says
2 currently 500 and 800 payments £60 a week and struggling to pay
Sara (Debt Camel) says
Then you could consider stopping paying or reducing the payments to something that is affordable.
This will harm your credit record but if you win the affordability complaint (and from what you have said it sounds a good one) any negative marks will be removed from your record.
These complaints can take a long while to go through if they have to go to the ombudsman. With prices and bills going up, you may need that £60 a month for essentials?
if you have other problem debts, you could talk about them all, including the Morses debts, with National Debtline on 0808 808 4000.
Kate says
Hi I had two loans with loans 2 go and many with Safety Net Credit is it worth trying to get any refund for the interest on these please?
Sara (Debt Camel) says
use the template on the main payday loan page for Safetynet Credit, see https://debtcamel.co.uk/payday-loan-refunds/. They are one of the easiest lenders to win a claim against as they can see your bank account so they should have known you were in difficulty.
Loans2Go – horrible lender. So bad they have a page about them https://debtcamel.co.uk/worst-loan-in-britain/. How large were your loans?
Kate says
Safety net credit was ongoing for 4 /5 years maybe longer. Loans 2 go were both for £250 but paid around £800 back on 1 and settled the last one early but still paid about £500 back on that one.
Sara (Debt Camel) says
Safetynet credit – that sounds like a very strong case. leave a comment on the payday loan page if they only make you a low offer.
L2G – you may only get a refund for the second loan but I would ask for a refund for both.
Kate says
Yes I was a single working mother at the time when I started using Safety Net Credit, so I could never get out of the vicious circle, my credit scoring was awful so I don’t even know how they allowed me to have it at all tbh. With loans 2 go I would be happy just to have the interest paid back to me.
Kate says
Hi I looked at my bank account this morning I joined Safety Net Credit in October 2015 and my last payment to them was March 2020, I am hoping that I hear something back off then in the next few weeks fingers crossed 🤞
Gemma says
Hi I sent this template to morses last week and today I just got a copy of all my loans history is this normal what do I do now? It says I requested a copy which I never asked for one I just sent the template above to them
Gemma says
Sorry just realised yeah It says to send me all them what do I do now iv got them? So sorry I’m new to this hope you mind
Sara (Debt Camel) says
The template above says:
“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.]”
If you didn’t delete that, this is what they have sent you. If you did delete it, then they just made an error and sent them to you anyway.
This isn’t the reply to your complaint – just wait for that to arrive.
Keely says
Hello, I am just wondering when do the 8 weeks start that the lenders have to get back to you? Is it the date I sent my complaint off or when the acknowledge the complaint?
Thank you
Christina says
Hi I have received this from morses this morning. Can I do anything as it will be 28 days tomorrow and I should receive my refund tomorrow.
Good morning,
Thank you for your email.
I am sorry to hear you have still not received your funds.
We are currently experiencing technical issues with our refunds, and therefore cannot provide a timeframe at this moment in time of when it will be processed.
Please know that we are working hard to get it sorted as soon as possible.
Kind regards,
Morses Club
Sandie says
Im interested in this reply as Im due to be paid by Wednesday and will probably be in the same position.
michael says
I phoned after i’d been waiting for 30 days.. Lady chased it up, said theyd had problems with payment system, which delayed payments by a week. ( They always say this) But a phonecall after you’ve been waiting the 28days usually see’s you get paid out within the next 5 days.
Christina Wynne says
Thank you Michael. I called them today to confirm it would be in my account tomorrow and I was told if it’s not in by close of business tomorrow to call back on Wednesday.
Sandie says
After reading your comment I decided to drop an email to them as Im due to be paid by Wednesday, I mentioned I had spoken with them last week and was told it could be fast tracked, it was paid five minutes ago. Thanks again to this site.
Christina Wynne says
Hi. Mines was paid in tonight also.
Thank you for all the help on this site
Sandie says
Great news :)
Gemma says
From getting a copy of loan history from morses how long is it normally till the send out a final response does anyone no? Thank you
Keely says
How long did you wait for a list of your loans? i am four weeks in and they still haven’t sent the list x
Gemma says
Mine came pretty quick I’d say just under 2 weeks after I sent it I got them through post but not sure how long until they get back to me now
pol says
Hi Gemma, I’ve just received my final response exactly 8 weeks from my complaint
Marie says
How long until you received your refund?
Marie says
So do Morses make you wait 28 days for the payment after your final response email?
Pol says
Hi Sara,
I’ve had a final response from morses partially upholding my complaint. They are saying loans 1-4 were affordable but loans 5-9 wasn’t. If I was to go to the ombudsman with this and they agreed with morses, would the offer I have now still stand?
Thanks
Sara (Debt Camel) says
In theory the Ombudsman can make any decision they want. In practice where a lender has agreed some loans were unaffordable, the Ombudsman does not usually review those, so they are very likely to only look at loans 1-4 in your case.
How large were the first 5 loans, starting with the first? Was there any large gap (over a month) between repaying one loan and taking the next one?
Pol says
Hi,
Loan 1 was 06/09/2018 for £200
Loan 2 was 08/12/2018 for £450
Loan 3 was 15/03/2019 for £400
Loan 4 was 17/08/2019 for £700
Sara (Debt Camel) says
when was loan 3 repaid?
and how much have they offered in redress for loans 5-9?
Pol says
Loan 3 was paid up in July 2019. They have offered £393 redress plus to wipe off my final defaulted loan of £1360.
Sara (Debt Camel) says
if this went to the Ombudsman then that 4th loan may well be decided to be unaffordable. I’m sorry but that isn’t an easy decision to make – is it worth a bird in the hand now, for a speedy settlement or go to FOS which will take longer. There is also the possibility that Morses may go under, I can’t make any guess at how likely that is.
Pol says
OK thanks, think I’ll accept as it’s done and dusted then
Keely says
Hi Sarah, just wondering it’s been 6 weeks since I put my claim in with morses iv had the acknowledgement email and 4 week holding email but they still haven’t sent me the list of loans, i have emailed twice and no response, do I need to do anything else to get the list of loans or can they still make a decision without giving it me? Thank you
Sara (Debt Camel) says
Send this to the Ombudsman immediately at 8 weeks, do not wait any longer. Morses seem to be going very slow at the moment.
Keely says
Ok thank you I have had about 42 loans off them continuously for 7 years had multiple times where I have had loss of income and have lived in my overdraft all throughout each loan, lots of defaults and also a ccj on my credit record, at one point I had provident,loans at home and morses running at once yet they still allowed me to have 5 loans running at one with them, do you think I would stand a good chance?
Sara (Debt Camel) says
That sounds like a strong claim to me.
Keely says
Ok thanks for your help
Gemma says
Can anyone help if I got my list of loans back from morses on 9th of June when should I hear back from them?
Sara (Debt Camel) says
When did you make the complaint? The list of loans is a different work stream from complaint resolution, I don’t think that the complaint response is likely to be a set time after the list of loans.
Gemma says
I sent the template to them on the 1st of June and only had the list of loans back at the minute
Sara (Debt Camel) says
So that is about 6 weeks. 2 weeks until you can go to the Ombudsman if they havent replied.
Marie says
I had my reply/decision on the very last day of 8 weeks and seemingly although they can pay refund quicker they will wait the whole 28 days to pay…just a heads up x
Marie says
Sorry to jump on this link but sara do you know why morses say/take 28days to pay out redress refund even though i called in to accept offer and gave them my bank details over the phone??
Sara (Debt Camel) says
Because they can get away with it?
Marie says
Can i call in and ask?
Sara (Debt Camel) says
yes, but I think you will be wasting your time. A lender is allowed 28 days to pay an Ombudsman decision and many apply this to cases they settle directly too.
Marie says
They said it takes 28 days for the refund to be processed properly through all the departments and i have to wait the full 28 days foe refund no other explanation given??
Sara (Debt Camel) says
There is no way to make them speed up.
Mike says
Morse announced they are trying to set up a scheme of arrangement for £45 million.
Sara (Debt Camel) says
see my latest article on this: https://debtcamel.co.uk/morses-considers-scheme-cut-refunds/
£45m is NOT the amount it will be putting into a Scheme – that is unknown.
Sara (Debt Camel) says
new article – Morses is thinking about a Scheme: https://debtcamel.co.uk/morses-considers-scheme-cut-refunds/
At the moment this does not affect current complaints which carry on and the Ombudsman can still take complaints. So if you have been thinking of complaining, this is the time to do it!
Gemma says
Can I get some help please so morses got back to me today with an offer iv had 14 loans off them all together and there saying they can’t do any thing about it saying I could afford 1-5 and then 13 and 14 yet all in between that I couldn’t I don’t get why there saying that with the bottom 2 been big ones iv had 2 for £1000 with interest also what can I do
Sara (Debt Camel) says
how much have they offered your for loans 6-12?
was there a big gap between 12 and 13?
Haw large were 10, 11, 12, 13, 14 in order?
How much do you currently owe for 14 if anything?
Gemma says
£1600 for the 6-12
12 was 13/05/2021
13 and 14 was 12/10/2021 on same day
10 £300, 11 £300 12 £400 13 £1000 and 14 £500 and I owe £280 on the last one which iv been paying more each week as I normally did it was £32 which I paid £40 each time
Gemma says
They offered £1600 for loans 6-12
Which they was for £500,£300,£1000,£300,£300,£300,£400
The gap between 12-13 was 13/5/21 and 12/10/21
Last 2 there saying were affordable was for £1000 and £500 I cleared 14 It was loan 13 I was still paying off which has £280 left as that was biggest one
Sara (Debt Camel) says
so you repaid 12 in May – or was that the month you too 12 out? Then 5 months later borrowed more than 3 times as much.
Marie says
Hi Gemma, I have received my final response today too. I have been offered £1650, also similar to you.
19 loans and and only 5 of them I am getting redress on :(
Sara (Debt Camel) says
huh…
which loans are they offering to refund you on? Does it include all the largest loans and the latest loans?
Gemma says
The are offering to refund the loans of
6.£500
7.£300
8.£1000
9.£300
10.£300
11.£300
12.£400
Yet they said all the rest was affordable and the last 2 was also affordable
Sara (Debt Camel) says
sorry I was asking Marie…
Gemma says
I got loan 12 in may and then loan 13 october the same year
Sara (Debt Camel) says
so loan 12 was repaid in what month? This is the “gap” between loans – from when you repaid one to when you took the next. It matters because if it is very long, then the lender can argue that the next loan starts a new series of lending so shouldn’t automatically be considered unaffordable.