The repayments on many loans are too high to be manageable so people get deeper into debt trying to repay them.
If you have an unaffordable loan, you can complain and ask for interest to be removed from your balance. If the loan has been settled, you can ask for a refund of the interest you paid.
This article describes how to complain, with templates. Many people have used them and got refunds – see the comments below.
If you win your complaint you will get the interest refunded or – if you still owe a balance – removed so you only have to repay what you borrowed.
The complaints here are for unsecured loans.
You can also use this approach for logbook loans and car finance. But for car finance you may have a better option than an affordability complaint, so first read HP/PCP car finance problems.
If you have a guarantor loan, read Refunds from guarantor loans as it’s very different, and the guarantor may be able to complain as well.
Contents
Refunds from unaffordable loans – what is unaffordable?
A lender should have checked when you applied that a loan is affordable for you. The regulator says “affordable” means:
you can make the repayments without hardship or having to borrow elsewhere.
This applies to most forms of credit, including large, long term loans, logbook loans and car finance.
It isn’t just for “bad credit” loans – but as bad credit loans have very high interest they are more often unaffordable.
For payday loans, it’s hard to get a refund if you only had one or two payday loans. That is because those loans are usually small so the lender doesn’t have to make good checks for the first few loans.
But the good news is that for larger and longer-term credit, the lender should have made better checks at the start!
Making a complaint and asking for a refund
Email addresses for lenders
It’s easiest if all communications are by email – free, instant and you have a copy with a date stamp to show the ombudsman. So here are the email addresses to use for the main bad credit, large loan lenders. There are a lot of small lenders including Credit Unions – if your lender is not listed you can still complain, look at the lender’s website to find how.
Anico complaints@anicofinancialservices.com
Avant Credit emailcomplaints@avantcredit.co.uk
Bamboo Loans complaints@bambooloans.com
Everyday Loans complaints@everyday-loans.co.uk
Koyo loans info@koyoloans.com
Lendable complaint@lendable.co.uk
Lifestyle Loans info@lifestyleloans.co.uk
Likely Loans loans@likelyloans.com
LiveLend support@livelend.co
Loans by Mal (Monthly Advance Loans) Complaints@loansbymal.co.uk
Loans 2 Go ps@loans2go.co.uk – also read Loans2Go’s interest rate – “outrageous” – how to complain
Moneyline headoffice@moneyline-uk.com
Moolr admin@moolr.co.uk
MyJar in administration but you can still send in complaints – email myjar@harrisons.uk.com with CLAIM as the title
Progressive Money complaints@progressivemoney.co.uk
Quick Loans customerscare@quickloans.co.uk
Satsuma now in a Scheme – see Provident and Satsuma Claims for what to do.
Savvy info@savvy.co.uk
Vanquis customer.relations@vanquisbank.co.uk
1st Stop customerservices@1ststop.co.uk
118 118 Money complaints@118118money.com
Here are some logbook lenders and bad credit card finance lenders:
Advantage complaints@advantage-finance.co.uk
CarCashPoint complaints@carcashpoint.com
CarFinance247 customercare@carfinance247.co.uk
First Response johnf@frfl.co.uk
LoanOnYourCar customerservice@loanonyourcar.com
Loans 2 Go ps@loans2go.co.uk
Mobile Money complaints@mobilemoney.co.uk
Moneybarn complaints@moneybarn.com
MoneyWay complaints@securetrustbank.co.uk
Motor Kitty customercare@motorkitty.co.uk
Ramsdens (logbook loans) customerservices@ramsdensforcash.co.uk
Varooma complaints@varooma.com
If your loan has been sold to a debt collector, you send your complaint to the original lender.
For guarantor loans, there is a different approach – see guarantor loan complaints by the borrower and guarantor loan complaints by the guarantor for details.
Start the complaint – ask for personal information & get your credit record.
Get a copy of your current credit report saved immediately. You can get one from TransUnion. Do this first thing as lenders may later change the information on there, so you want a full one saved to show the Ombudsman later if necessary.
Then email the lender and begin your complaint. Put AFFORDABILITY COMPLAINT as the subject of your email.
You probably already know when you took out the loan and any top-ups. But it’s good to ask the lender to send you a copy of all the personal information they have about you. This will give you a lot of information that can be useful later if you have to send the complaint to the ombudsman, so ask for it right at the beginning.
Sample email:
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.
I also want the CCJ that I have for this debt set aside. [delete if you don’t have a CCJ!]
I attach copies of my bank statements and credit report from the time I applied for this loan/these loans. [delete if you don’t yet have them, but they will help your case if you do.]
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 [2021] when I saw a newspaper article in the Sun/an advert on Facebook for refunds/a friend said they had made a complaint/whatever. So I am complaining within 3 years of having found out that I have cause to complain. [delete if all your loans are less than 6 years old. This explains why you haven’t complained before. It’s only an example, don’t copy it, change it so it really covers what happened to you!]
Add extra information if you want – see below for some ideas – you don’t have to do this.
I am also making a Subject Access Request (SAR) for all the personal information you hold about me including, but not limited to, my applications, all credit and other affordability checks, a statement of account for my borrowing, and a record of all phone calls.
SARs are often sent out by post, make sure the lender has your new address if you have moved!
If you want an affordable payment arrangement now, add a sentence to the complaint saying this:
- this is often a good idea as these complaints can take a long while to sort out so a payment arrangement gets your finances into a safe place while this gets sorted
- a payment arrangement shows on your credit record, but if you win the complaint all negative marks will be deleted
- talk to a debt adviser such as National Debtline if you want to know more about payments arrangements
- a payment arrangement for a logbook loan will put your car at risk, so you may have to keep paying this.
While you are waiting for the lender’s reply, try to get copies of your bank statements from 3 months before a loan to three months afterwards.
Also read Lender says I lied. That looks at the various reasons why your application may not have been accurate. People have won complaints where they lied because they were desperate but there are other reasons too, so think what (if any) may have applied to you.
Other details you can add if you want
The template above is fine, you don’t have to add a lot more details. I am not even sure some lenders read what you write.
It is better to write a short complaint summarising your problems than send pages telling the lender stuff they already know. For example the lender doesn’t need a list of your loans.
But if you want you can include extra points in the initial complaint above. Or send the lender another email afterwards to add to your case.
When you have the SAR back from the lender, you can look for things that the lender knew but chose to ignore or didn’t ask about. See How Subject Access Request information can help an affordability complaint which has details about what to look for.
Here are some points that may apply to your case:
- my bank statements and credit record (attached) show that I was unable to afford the loan repayments.
- This was a large loan, you knew I had poor credit and may have been in a difficult position so you should have tried to verify details. If you had done this, you would have rejected my application.
- My bank statement would have shown that I was spending more than the application said. You should have noticed that some figures were too low or missing, for example from my application : x,y,z, car costs, TV licence, opticians and dental costs, presents, clothes, school uniforms.
- During a telephone call, your agent talked me into agreeing that some figures should be lower in order to get my application accepted.
- I didn’t include payday loans as credit commitments on my application as I thought that was for long term credit, but you could see I had several from my credit record.
- you made deductions straight from salary/had my child benefit paid to you which has caused me difficulty when I have needed to ask for a payment arrangement.
And points about top-ups:
- a credit check would have shown that my finances had got worse since the first loan
- you didn’t ask if my income or expenses had changed, and they had.
- you didn’t ask for bank statements so you could check if the new repayments were affordable.
- I had said the first loan was to consolidate debt, but you should have seen that this hadn’t happened.
- you increased my interest rate, showing you realised I was in a more difficult position but you did not check whether I could actually afford the new repayments.
The lender replies – go to the Ombudsman if a poor offer
You should get a response from the lender within 8 weeks. If you don’t, phone them up and ask when you will get it – a couple of days is worth waiting for but many responses are rejections, so don’t wait weeks for one, go to the Ombudsman straight away.
Don’t be put off by a rejection! Or if the lender saying it was your fault because your loan application wasn’t accurate. Sometimes a lender will send a long, complicated reply designed to make you look as though you should give up.
Lenders are obliged to do checks. For one small payday loan, these checks could have been brief. But for your large loan, the lender should have made sure they knew enough to be confident you could afford it, even if was your first loan from them. If they didn’t, send your case to the Ombudsman.
I suggest you rely on your gut feel – if you know repaying the loan caused you a lot of problems then it is worth sending the case to be looked at by the Ombudsman.
If you aren’t sure, ask what other people think in the Comments below this article. You only have 6 months to send the complaint to FOS, so it’s best to do this as oon as possible.
It isn’t usually worth trying to negotiate with these lenders, you are just wasting your time – one exception is Bamboo.
Send to Financial Ombudsman Service (FOS)
It’s easy! I suggest you use the “do it online” option to send a complaint to the Ombudsman. It asks you for all the details they need.
The main part of your complaint can be a version of what you sent the lender in your complait. Add any more details you want, including pointing out if you think there are errors in the lender’s reply. Also attach:
- the reply from the lender
- Trans Union statutory credit record
- bank statements starting 3 months before first loan.
Your complaint will first be looked at by an adjudicator. If either you or the lender rejects the adjudicator’s decision, it will then be looked at by an Ombudsman.
“What about a bank loan?”
The affordability test is the same – could you repay the loan without getting deeper into debt elsewhere. But the interest rates are lower than “bad credit lenders” so it’s harder to show that the smaller repayments are unaffordable – unless the loan was very large.
So it can be harder to win a case involving a typical bank loan, especially if your credit record was OK. But if you know the loan was unaffordable then give it a go and use the template letter here.
These affordability complaints do not apply to secured loans or mortgages. If you have a priblem with one of these, talk to your local Citizens Advice.
Need some help?
If you need help to complain, go to your local Citizens Advice, they will help for free.
Don’t use a claims management company. They are expensive and often incompetent. And if you still owe money, then you may just get the interest removed so you owe less… which is great, but you don’t want to have to pay a claims company in cash when you never had a cash refund to pay it from.
Can you get a refund for doorstep loans?
Refunds from cards and overdrafts
Gambling & affordability complaints
Jack says
Hi Sara,
Do you have a complaints email address for the following:
PO loans
Shawbrook loans
HSBC
It seems they want the applicant to complete forms which is fine. However, they have no option to attached any relevant files.
Thanks for your help
Jack
Sara (Debt Camel) says
No I don’t. Just say in your complaint that you have additional information you would like to send to them.
Chris says
Hi Sara
Could you help with this one please, got reply from FO Investigator which he did’t uphold my complaint so I asked him to forward it to Ombudsman. please see investigator reply:
” I’ve thought about all of these issues in the individual circumstances of your case, and I don’t think Avant Credit irresponsibly provided your loan to you. I’ll now explain why.
When you applied for the loan, Avant credit asked for information about your finances, and completed searches to determine your credit status and history. Avant Credit was told you worked for … for a net income of £2,000, and had total outgoings of £1,250 (this included rent of £250, council tax of £30, and utilities of £100). This meant disposable income of £750 was declared. You told Avant Credit you needed the loan for an emergency expense. Avant Credit’s search of your credit history showed you had no County Court Judgements, and no defaults in the three years before the loan was given, or recent missed payments. It also saw that you had three outstanding loans at the time totalling £4,766, and two current accounts with balances totalling £9,478. You had also obtained a short-term loans in the recent past. It also showed you had a credit card that had its full limit utilised. Avant Credit saw you needed to pay £441 monthly to your existing creditors, at the time. So, while your credit position wasn’t perfect, it wasn’t dreadful.”
sorry there is more but it says that my message is too long :)
Chris says
”Given the figures you provided to Avant Credit and the information it saw on your credit file, it had no concerns about your ability to repay the £118.87 monthly. I think the checks performed were proportionate for a £2,000, requiring a £118.87 monthly repayment over 24 months, and the lending decision Avant Credit made, based on what it had seen, was fair.
I’m sorry to hear that repaying this loan may have been difficult. But given the term of the loan and the amounts you had to repay, and what was apparent about your circumstances at the time, I don’t think it would’ve been proportionate for Avant Credit to ask you for more information needed to possibly show this lending was unsustainable.
In addition to this, there wasn’t anything in the information you provided to Avant Credit or the information I think it should’ve been aware of which meant it would’ve been proportionate to start verifying what you were saying. So I don’t think it was wrong to lend to you.
You’ve provided your bank statements for one of your current accounts and they strongly suggest that you did complete gambling transactions. However, I can’t see that you made Avant Credit aware of this or that it could’ve known without reviewing these statements. There wasn’t a requirement for Avant Credit to ask for or consider your bank statements, so I can’t say it did anything wrong in this regard”
Sara (Debt Camel) says
It also saw that you had three outstanding loans at the time totalling £4,766, and two current accounts with balances totalling £9,478.
So you had two overdrafts totally £9478?
I suggest you go back to the adjudicator and say that wasn’t compatible with you having enough spare income to be able to repay a high cost £2000 loan. It should have made Avant think that there was something missing factor they did not know about and if they had looked closer they would have seen your gambling. Ask the adjudicator to pass this comment onto the Ombudsman.
Chris says
It was Credit card and overdraft both total over 9k
Thank you for advice
chris says
Hi Sara
but, do you think that I still have a case ? i’m surprised on investigator response. If they check my bank statements they will see that after this 2k loan, next month I had to borrow 500£ from pay day loan, month after as well. I had to borrow more to keep up the payments and have money to live on.
thanks in advance
Sara (Debt Camel) says
yes I do. With all that disposable income Avant thought you had, why did you have so much debt? Something doesn’t add up. They should have looked closer.
chris says
I had give some money back to my friends as well, using money for day to day living, bit of gambling, and I can admit that I could not manage my finances at the time.. overspending.. plus a have been in circle of debt that once I paid one pay day loan i had to take another one soon or later.
Sara (Debt Camel) says
if you had payday loans showing on your credit record that also suggests that you didn’t have the “spare income” that Avant thought you had.
chris says
Now I’m just hoping that FO will have different view from investigator.
thanks for you help, and for giving hope :)
Mel says
Hi Sara,
I have had a response from HSBC and surprise surprise they are not upholding my complaint. There response is flawed with mistakes, I was over my OD limit loads and she said you were always within your limit ? I got quite annoyed !
I have done my own review of my accounts and it’s obvious there is a problem (gambling) but she said if you had told us you had a problem then we would have declined credit and advised to go to Gamblers Anonymous- wasn’t the evidence on my file enough ?!
I’ve banked with them for 20 years and it’s so sad to see how bad they are
Sara (Debt Camel) says
Off to the Ombudsman then!
Mel says
It’s gone this morning with a excel breakdown of all the lending that was going on over the 6 months prior to them lending to me
Martin Miller says
I had an email from 247moneybox asking for updated bank details to pay a redress with a 2 week deadline anyone else?
Sara (Debt Camel) says
yes, half a dozen people have if you look back through the comments – no news on how much or dates though :(
Dontgiveup says
Absolutely thrilled that I’ve finally got somewhere with ratesetter
Original complaint was rejected so sent to ombudsman the adjudicator found faults but suggested ratesetter did no wrong so it was escalated to ombudsman level who also rejected my complaint this was back in April.
However I still felt very strongly that my case should have been upheld so sent ratesetter another email with my views and have now been listened to and had £6.5k in fees removed it’s been a long drawn out battle but a result in the end
Lottie says
Hi Sara,
I was wondering if you knew how long roughly it takes the ombudsman to pick up a priority case please?
In August the adjudicator said Loans 2 go should not of given me the 4 loans and said they were irresponsible. However they didn’t agree and asked the ombudsman to review the complaint.
I am worried it will take a further 12-18 months to get looked at, and in that time the company will go into liquidation. We’re already 18 months in the process.
Have you heard how long cases are taking at all? And if so what are the chances of the ombudsman also agreeing with the adjudicator decision?
Many thanks
Lottie
Sara (Debt Camel) says
I think as they are treating you as a priority case you should phone up and ask what is happening.
Lottie says
Thank you -I did, and they said it’s waiting to get picked up and they will do it as quickly as they can as it is a priority case.
We see how things go, and call them back in a week or two. Just worried Loans 2 go will go into administration if it takes much longer or the ombudsman doesn’t agree with the adjudicator. Thanks Sara.
PM says
I’m not a priority case and referring to a different lender, but I’m now into my 5th month and still waiting for it to be picked up by an Ombudsman. I ring every month for an update and just get the usual “it’s in a queue and waiting to be picked up”. I previously posted on here about wait times as I was told to expect nothing until next year. Most challenged this and said it’s 4 months but that’s not worked out for me. I’m sure the timelines for priority cases will be quicker, but normal cases are taking a while.
Lottie says
Hello PM any news on your case getting picked up yet by the ombudsman?
I am still waiting and call every month to be told the same, even though it’s a priority case.
I am just worried the business will file and I will loose out on thousands if the Ombudsman agree with the adjudicator that’s all. Many thanks Lottie
Martin says
Hi all,
Thanks to Sara and her amazing site, 118118 money have agreed to refund the interest payments I made to my loan from 2015. This has been a long process from August 2020. I went to the FOS as 118 didn’t uphold my complaint but the FOS did. I have been told on the 6th October that my funds would be transferred within 14 working days, which seems a long time but just wanted to check of recent refund the kind of time it took to hit your bank account.
Tom says
Hi Martin, I have finally received the confirmation from 118 today that redress will be paid within 14 working days.Can you please advise whether you have received yours already and how long you had to wait ? Thanks
Martin says
Hi Tom,
I am still waiting. I did do the live chat this morning as it’s 14 days today and they gave me the latest date as the 27th as this is 14 working days deadline. They said to go back to them if I haven’t received it by then, I will update here once I receive.
Tom says
Thanks a lot for your feedback Martin.
Martin says
Hi Tom,
Just to let you know I got paid today, so in total it took 19 days.
Tom says
Just an update on Everyday Loans – I have to say, they have been extremely good to deal with.
I had two substantial loans with them. Complained about both – they agreed on the first one (and refunded interest), but disagreed on the second.
It went to the FOS – they accepted the adjudicator’s decision and the money was in my bank 24 hours later!
Mel says
I have a complaint in with FOS at the moment regarding EL, how long did FOS take once they picked it up ?
Tom says
About a fortnight. But it did take 14 months for them to pick it up!!!
Tim says
Hi Sara. I took out a £5000 pound loan with likely loans. But the problem is my financial position was in a bad place with lots of door step loans and also a gambling on my bank statments. They never asked for any payslips or bank statments. The loan was agreed straight away even with a poor credit score. What is the chance of winning a irresponsible and unaffordable loan against them with only had one loan? By the way im still paying the loan. Thanks in advance.
Sara (Debt Camel) says
A lot of cases have been won with only one loan when it was large. Send the complaint to LL and then onto the ombudsman if LL reject it.
Paul says
Advice again please :)
I’ve had 2 loans with likely loans (1 currently on a payment arrangement, previous one settled). I have an affordability complaint currently with FOS. LL previously upheld complaint for first loan but not the current one so forwarded to FOS. They originally offered to offset the refund from the first loan against the current one but I forwarded to FOS as believe both were unaffordable.
A family member is giving me some money which will be enough to clear the current loan. Do you think LL would still honour the original offer for the first loan and negotiate a settlement figure or should I hold out for the FOS? Thank you.
Sara (Debt Camel) says
how long has FOS had the complaint?
Is there any urgency, can’t you explain to your relative that if you win the FOS case it will save a lot of money?
Paul says
No particular urgency but the FOS have only had the complaint around 6 weeks. If I cleared the loan I’d be £230 a month better off (currently £140 but the payment arrangement is due next week and every 3 months). I’d like to clear all debts as soon as possible and start living by a budget although if it would be better to hold out for the FOS then I could keep paying monthly and hope it turns out to be a bit of a savings and I get something back.
Sara (Debt Camel) says
I expect LL would love you to settle on the basis of their previous offer. It’s up to you if you want to do this.
PM says
Getting a bit frustrated with my adjudicator. I’m into month 5 waiting for an Ombudsman and she is still telling me up to a further 6 months before this will be looked at. It took me 15 months to get to an adjudicator and now a further 5 to get to here, and I’ve not really seen any progress. If I call, I just get told that I’m not a priority case. Is this normal? Are other people getting the same feedback?
Sara (Debt Camel) says
No one ever “sees progress” during this waiting period. It just goes on until the case is assigned – you never get told yours will be picked up next month.
PM says
I had a good chat with my adjudicator today. She confirmed that I am a priority case and have been for some time (I wasn’t aware of this). However, she maintained that my case could take another 6 months. That would take me to 26 months from the time that I logged my case with FOS. It’s disappointing that things take this long, but it is what it is. I’m simply posting this for the benefit of others who might also have cases against Bamboo. Good luck.
Mel says
Everyday loans are being awful at the moment, over a month of the investigator requesting information related to my case. He says that if they don’t provide the information in the next couple of weeks he will carry out the investigation without their details.
I am actually not complaining as my case was picked up super quick..it’s just let others know :)
Elle says
Hi everyone pleased to say FOS have agreed with me regarding complaints against likely loans and 118. They both have until 3rd November to respond. Nothing so far , do people have any experience? Are they likely to accept the findings? If so do they usually respond by deadline and finally how long does it then take to receive the refund on average? Thanks in advance. This one was particularly important to me as it means my one and only default will be removed which was worrying me in terms of a mortgage application next year. Thank you to everyone so much life changing
Ross says
Hi Elle,
From personal experience, Likely Loans agreed with my adjudicator and paid out pretty swiftly too. I have a case, against 118118, sat with the FOS at the moment so can’t really say, from experience but, from what I have seen others put, it appears they generally go with the adjudicators decision.
Hope this helps?
barry says
I had a loan from Moneybarn and the adjudicator has agreed in my favor he gave them a deadline of 25th October. I hadn’t heard anything until today to find out that the have gave Moneybarn an extension to the 8th of November to reply. My question is does this sound like they are going to appeal the decision or are they just stalling to pay out? has anybody else had this?
Sara (Debt Camel) says
It’s common.
Zoe says
I’m in the same situation but a bit behind you.
Im expecting there to be delays in their response. I complained a few years ago about their sister company and it was many weeks after the original adjudicator a date before they responded. However, they didn’t object when they did respond and were very quick to pay.
Hopefully there aren’t as many unaffordable claims through Moneybarn and this process will be quicker. But I’m still not expecting anything this side of Christmas. It would be interesting to hear how yours goes and when you do get a response.
Barry wilson says
Moneybarn haven’t responded so my case is now of to the ombudsman here we go another long wait coming up so frustrating
Zoe says
I expect you’ll hear back from them long before the ombudsman looks at the case. It’s unusual for a company to just ignore the adjudicator. But less unusual to take considerable time to reply. Usually because of the high level of complaints they have they simply just have a backlog- hopefully you’ll hear before the end of the year. I’m not expecting anything this year. Sadly as it would be nice before Xmas
Barry says
So moneybarn replied to the adjudicator saying I sold my company that’s how I paid the loan off early so they were told no I never had a company I was employed by a company that sold. also I had no other income also how I paid it off isn’t the issue they sold me a loan that wasn’t unaffordable at that time. So a good sign moneybarn replied even though it’s a week late. Fingers crossed I get this resolved before Xmas.
Barry says
So can anybody help? So I received shares from the company I joined as a loyalty bonus and it paid out 41 months after taking the loan out which I paid the loan of now the adjudicator wants to know how much I was given and when. Why is the adjudicator asking this? As the claim is about miss selling me a loan that was unaffordable at the time of taking it not about what happened 41 months later what should I do any help would be good or am I about to loose my case?
Sara (Debt Camel) says
You must answer the adjudicator’s questions.
MB have raised an objection – the adjudicator has to look into this and it’s reasonable to ask you questions. This doesn’t mean you will lose your case – unless you don’t reply!
You can also point out to your adjudicator that the affordability rules in CONC 5.2A.12 say:
“The firm must consider the customer’s ability to make repayments under the agreement:
(1) as they fall due over the life of the agreement and, where the agreement is an open-end agreement, within a reasonable period;
(2) out of, or using, one or more of the following:
(a) the customer’s income;
(b) income from savings or assets jointly held by the customer with another person … and/or
(c) savings or other assets where the customer has indicated clearly an intention to repay (wholly or partly) using them.”
Point out MB never asked if you had any assets. Also when you took the finance you did not have access to the the shares, it was unclear when you could and their value was uncertain, so they should not have played any part in MB’s assessment of the affordabilioty of the car finance.
Barry says
Should I mention I was on a debt management at the time which shows on my bank statements of just leave that bit out
Sara (Debt Camel) says
you can point that out, but it isn’t what you are being asked about. Answer the question directly. Then add on any other points you want to amke.
Barry says
Hi Sarah I have sent an answer to the adjudicator that I am happy to share the information and answer the questions but I have sent him what you sent me and asked why I should share that if to be honest it shouldn’t be taken into consideration but if he doesn’t respond by the deadline I will send it as a precaution thanks
Sara (Debt Camel) says
I don’t know why you are making this difficult for yourself here. Just answer the questions. The adjudicator is just doing their job looking into what MB has said.
Amanda says
Loan or car finance?
Zoe says
Car finance
Vickie says
Adjudicator didn’t uphold my complaint for a logbook loan, sent more information in they have now come back and upheld my complaint. Does the company usually agree with the adjudicator and pay out or is it likely to drag out with disagreements? Thanks
Sara (Debt Camel) says
who is the lender?
Vickie says
Easy logbook loans
Sara (Debt Camel) says
Sorry you are the only person who has mentioned them, so there is no history to go on.
Ross says
Very pleased to report that the adjudicator, for my 118118 case, has upheld all 3 loans as being unaffordable (and was quite scathing, in his assessment, too). This was after 118118 spent an absolute age, in sending the case file across. I’m hopeful they’ll accept his adjudication, so I can put this whole sorry story to bed. Has anyone else had any recent dealings with 118118 after an adjudicator decision please?
Tom says
Hi Ross,
I am currently waiting for a redress to be paid out.After adjudication,118 118 have agreed within two weeks or so with the decision. I have then waited 28 days for 118 118 to provide details of the redress.On day 29 I have contacted adjudicator as I have not heard from 118 118.Next day 118 118 have outlined the redress amounts and asked for bank details.They have also advised that it can take up to 14 working days for redress to be paid.It has been 10 working days since then and I am still waiting.One other user ( Martin ) mentioned last month that was also waiting for a redress, maybe he can confirm on which day he has finally received the redress.Hope it helps.
Ross says
Thanks Tom,
Much appreciated. I’m more interested in them accepting the adjudicator decision, then I am happy to wait for the payment to arrive whenever it does. After the amount of time they gave Easter, already, I know it won’t be a fast process.
Thanks again!
Martin says
Hi,
I received an email to say they accepted the adjudicators deduction on day 14 after the FOS wrote to them. Then they emailed to ask for bank details and it was 19 days later the payment was in my account.
Ross says
Cheers Martin,
I really appreciate you letting me know. Fingers crossed they go with his assessment!
Tom says
Hi Martin , please can you advise whether it was 19 working days ? I think in yours and mine case 118 stated that it can take 14 working days for funds to be transferred.Thanks in advance for you feedback.
Tom says
No problem at all.Good luck !
Martin says
Hi Tom,
It did say 14 working days and took 19 total days to hit my account.
Tom says
Hi Ross and all,
I have received the agreed redress amount from 118 today in the afternoon.It took exactly 10 working days.Good luck !
CSS1978 says
Hi All,
Thought I’d post some good news, I complained to Avant Credit about being miss sold a loan for £4800 + interest of £6154.60, Avant rejected my complaint so I complained to FOS, who agreed at the time of selling me the loan that they shouldn’t of, Avant have agreed to full redress +8% and removing everything off my credit record, I had been paying the crooks TM Legal as I did have a owning balance and was down to around £1800.
one question I have is will Avant have the debt returned to them and would TM Legal remove their records from my file, or would Avant leave it between me and TM to sort the remaining balance out after the refund, and if so were does that leave me with their negative reporting on my credit file ?.
Sara (Debt Camel) says
Do you know what sort of refund you are expecting, taking into account what you have paid TM legal?
CSS1978 says
Hi Sara,
I only excepted to the refund yesterday, I’ve got to wait 14days now for Avant to calculate my refund, the only thing I did notice on my credit file was that Avant never reported any missed payments and the balance of the account nil, it’s only since I said to TM Legal I was making a complaint about miss-selling and was stopping payments until it was resolved and they start reporting on my file I’d missed payments, very sneaky if you as me, I do know I’ve paid around £1100 to TM Legal to reduce the balance and on my credit report it shows the balance at around £1800.
Sara (Debt Camel) says
ok so Avant’s calculation should take into account all the money you have paid TM Legal. And they should arrange for T Legal to remove the negative marks or delete the entire record.
CSS1978 says
Hi Sara,
Excellent thanks for the advice, just been adding up the payments I made to Avant which was £4308.90 and then another £1497.76 to Asset Collections/TM Legal and that totals £5806.66 I’ve paid, base loan was £4800 so as interest is being removed, I’ve over paid by £1006.60 I believe, so I’m assuming this would be my refund plus 8%.
CSS1978 says
Hi Sara,
So it turns out I’m due a refund of £1435, however Avant have left me to deal with TM
Legal direct who are already messing me about with when I’ll get my refund, reading reviews this doesn’t surprise me, can I got to the FOS officer, or would I have to make another complaint??
Sara (Debt Camel) says
Are you saying Avant haven’t paid you anything?
or that they have paid you a bit but not all?
or that Avant have paid you but you still owe a balance to TM?
or that Avant have paid you, you no lober owe a balance to TM but the TM credit record still needs to be sorted out?
CSS1978 says
Hi Sara,
So these Avant’s calculations
Amount Funded: 4,800.00
Amount Paid to Avant Credit: 4,308.88
8% Interest: £1,116.65
Balance Amendment Amount: 491.12
and these at TM’s
Balance of the account – -£1,436.38
Amount repaid – £1945.50
Amount paid prior to assignment to TMLS – £491.12
Charges applied by TMLS – £18.00
Redress given from the upheld complaint – £3399.48
basically TM tell me I’m owed by them £1,436.38, and they are dragging their heals, they told me it would take 7 working days to refund and now they are saying if I’ve not had it by the 30th to call back, I just know that come the 30th there will have been no refund and I’ll have to wait longer, when I could be using the money to pay off some bills I have.
Sara (Debt Camel) says
ok, If TM have agreed to pay you then they should. If they don’t, you can complain and ask for compensation…
do make sure both Avant and TM remove the defaults and any negative marks on your credit record.
CSS1978 says
Thanks Sara,
It’s funny because as soon as I pointed out to TM Legal that they should be removing the negative recording on my credit file, that was removed by the very next day, I’m just going to keep on at them like they did to me until I get my money, I have said to them that I want to charge them £50 per day my refund is over the 7day’s originally stated, but they replied with we do not recognize what your asking for, and if you’ve not had the refund by the 30th then let us know.
Njw says
Think I am finally done. I’ve won against
TFS
Amigo
Barclays
Barclaycard
Loans2go
Go car credit
Savvy
Piggy bank
Quick quid
P2P
Lending stream
And many more…
Hichem says
Was it irresponsible lending your case against Go Car Credit? Did they accept the adjudicator decision or has to go the Ombudsman for final decision. Thank you
Stu says
Hi, thanks to this wonderful website I’ve won a claim againts 118. They agreed to pay me my refund but said it would take up to 14 days. Today is day 14 and still no refund. Just wondering what they are like at paying out usually?
Peter = says
Good day, does anyone have experience with Varooma and Motor Kitty logbook loans. Does the adjudicator usually agree with unaffordable lending, and if so, do the company except the decision, or does it go to Ombudsman? Any input would help. Thanks
Grae says
Hi ,
I put a complaint into varooma which they rejected , sent to the FO and the adjudicator ruled in my favour , and I had 5 loans with them , varooma then agreed and asked for a couple of days to work the figures out. They emailed 2 days later with a redress amount of £5500 and asked for my bank details , the adjudicator forwarded them straight away to them around 3pm and by 5pm the same day the money was in my account , good luck
Clare says
Hi Sara can I ask what can I do I took a logbook loan out for £500 paying back £17.50 a week for 52 weeks I’m really struggling to pay this debt off because I’ve missed a few weeks it’s now even harder to pay they have my logbook and I’m scared they might take my car, they are adding late payment fees now which is making it more difficult for me to get straight and to pay off my loan, is there anything I can do about this thanks
Sara (Debt Camel) says
Hi Clare, do you have other debts as well? (trying to get the full picture)
Clare says
Hi yes I’ve got lots of debt around my neck recently topped up another £600 with Morses I did lie about my finances but needed it just to live and pay logbook lending just don’t know what to do about it all thanks
Sara (Debt Camel) says
There is a template letter for a logbook loan complaint in the article above.
BUT you have to carry on making the payments to a logbook loan while a complaint goes through as your car is at risk. These complaints can take a very long while to go through.
It may be that you need to stop making any payments to non priority debts to let you pay this logbook loan. I suggest you talk to National Debtline on 0808 808 4000 about your full situation. They are familiar with affordability complaints.
Tom says
The FOS have upheld my affordability complaint against HSBC. It’s a fairly significant one, with more that £12k interest paid.
Now the anxious wait to see if they agree with the adjudicator….!!!!
Mel says
Let us know how you get on, I have a complaint with FOS now and waiting for HSBC to send their information across
Carol C says
Hi
Thanks to this site I have had my unaffordable lending complaint upheld by Moneyway
My question is regarding gap insurance provided at point of sale. As the sale was miss sold, can I claim for a gap insurance refund?
Sara (Debt Camel) says
Was the insurance provided by a third party insurer? How expensive was it? Were you told it was compulsory?
Carol C says
Hi Sara
It was by the car showroom, it was £399 paid over a 12 month period.
I had not heard of it before, I was told it was “necessary” due to it being on finance.
Thanks in advance
Sara (Debt Camel) says
In that case you should ask for that to be refunded as you were told you had to have it. If they refuse you can take the complaint to the Finacial Ombudsman – I haven’t seen an issue like this with car finance affordability.
Ally says
Hi Sara (and everyone else),
I’m hoping for a bit of info or advice on a recent complaint that I made to 118 118.
I previously made a successful complaint to Lending Stream who, to my surprise, responded to my email almost immediately. They agreed with my complaint, offered me a substancial refund and it was in my bank 3 days later!
118 however, I seem to be having a bit of a different story! They eventually acknowledged my email, explained typically that they would reply in due course. Two weeks later they confirming my account history and assured me they would investigate my case over the coming weeks. Its now been 7 weeks and I havent heard a thing.
I’m seeing alot of people mentioning adjudicators with 118, so does this mean they’re renowned for rejecting complaints? Also is it 8 weeks they have to respond before I can progress it over to an adjudicator?
Any help anyone could provide, would be really appreciated.
Thanks, Ally x
M says
Hi Ally
I found 118118 money as one of the better companies to deal with. They updated me during the process and gave me an offer with a few days remaining of the 8 week deadline. I hope you hear something soon!
Ally says
Hi M,
Thanks for the response. I’m really hoping so but still got a week to go before the 8 weeks us up.
Thanks again x
Ross says
Hi Ally,
118118 took the whole 8 weeks, before declining my complaint. The response was very poor and didn’t take in to account any of the (valid) points that I made. I sent it to the FOS and then they took an age to send my case file over. I sent the complaint to the FOS in March and it was only last week that an adjudicator made his decision, siding with me. They have until the 17th to either agree, or disagree, with his decision. No doubt they’ll take the whole time given and then the same to payout, if they agree. Far from being one of the ‘better’ companies to deal with, I have found them to be a complete pain in the a***. Good luck!
Ally says
Hi Ross,
Thanks for your reply.
Sorry you had such a hard time with them, I’m really hoping my case doesn’t follow suit!
I have emailed them this morning reminding them that its their last week and that it will be escalated if I don’t hear from them.
Fingers crossed, but I don’t have high hopes.
Thanks again x
Tom says
Hi Ally,
I have had complaints with almost all of the lenders!
Three things I would say :
1/ don’t fret that you are at 7 weeks and haven’t heard anything. Nearly all of my lenders have waited until the 8 weeks were up before issuing a decision. Some took longer still.
2/ if they reject your complaint, but you feel it is valid, send it to the FOS without delay. There have been a few of mine where I felt I had an extremely strong case and the lender just rejected it out of hand, without substantively engaging with what I had told them. Each time this happened, I took it to the FOS and they upheld my complaint. When dealing with the FOS, I have been extremely detailed and I think this has really helped.
3/ do be prepared for the FOS to take an age though… on average, I have waited about 12 months for each of my cases to be picked up by an Adjudicator – though of course it is worth it in the long run!
I have made complaints to 15 firms over the past two years. I have won 13 of them, and the other 2, I am waiting for the companies to agree with the Adjudicator…hopefully. It has taken a lot of my time and I have pushed fairly hard and consistently – but it has completely changed my financial position so well worth sticking with.
Good luck!!
Ally says
Hi Tom,
Thanks for your comment – it’s super insightful!
So do you think I should just go to the adjudicator now, even though the 8 weeks isn’t exactly up yet?
That’s a great result for you, well done! As my initial comment said, I was really happy with Lending Streams response and wasn’t expecting it, so I already see that as a bonus. I need to have another look over my history with 118 and see if it’s worth the hassle going forward.
Thanks again,
Ally
Sara (Debt Camel) says
No, wait until the 8 weeks is up.
Sending a complaint to FOS is not a great deal of hassle. If you think the loan was unaffordable, I am not sure why you would not do this?
Ross says
Hi Ally,
As Sara says, definitely send this to the FOS, if you have to. As you’ve already complained, to 118118, you have stated that you believed the loan(s) to be unaffordable. Companies hope that, just because the reject a complaint (many that shouldn’t be, by the way), people will just go away and they’ll avoid FOS fees and/or having to pay redress. As you’ve come this far, it would be daft to give up, at this stage. Just my opinion, obviously. It’s totally your choice, at the end of the day.
Claire says
Hi all. I’m sure 118 have calculated 8% incorrectly. They first told me it was £260 when I challenged they said they made a mistake and it’s £270, I calculate it as more.
First loan over 24 months for £2000 started 28/08/2017 monthly payments £159 paid back £3832 by 23/12/2018
Second Loan over 24 months started 23/12/2018 for £2683 monthly payments £206 paid back 4964 by 20/06/2020
118 stating 8% interest is £270 – I know this can’t be right because I had a loan in 2017 with likely loans and their refund is £1021 – they calculate 8% at £250. The amounts with 118 were much larger so presumably the 8% should be much more than likely loans especially given both date back to 2017
Thanks so much
Sara (Debt Camel) says
Is this direct from 118 or was the refund ordered by FOS? Is it for both loans?
The numbers – the 3832 paid to loan 1 includes the settlement amount from the top up?
– the 2683 amount for the second loan – was ths what you received in cash or the size of the loan?
James Aylwin says
Hi, I have a complaint against Tm advances. The adjudicator found in my favour and now the ombudsmun has provided a final provisional decision. In all my dealing with the FOS I have never encountered a provisional final decision. Has anyone else?
Sara (Debt Camel) says
There is always a provisional decision if the Ombudsman reached a slightly different decision to the adjuidcator. And sometimes if the decision was the same but the ombudsman is replaying to objections the firm made.
James Aylwin says
I have never encountered one before but thank you for the reply. The decision is the same as the adjudicator.
Mel says
FOS investigator has upheld my complaint against Everyday Loans, which a positive step but they have made a number of mistakes in the letter to EL wrong name, title even he instead of her…frustrating but happy with outcome :) let’s hope EL agree
Tim says
Hi Sara. About 6 months ago i took out a loan with likely loans for £5000 pounds. I have a very poor credit rating with lots of door step loans and other loans on my credit file. Do you think they should have asked me for my bank statements to see if i could afford the loan. Even if it was my first loan with them? If they had they would have seen lots of gambling transactions on it( I mean thousands). I was given the loan within 2 hours in my bank account. I lost that money within 2 weeks. I then applied to 118 118 for a loan of £4500. Again they never asked for any proof of income or a copy of my bank statements and the money was deposited was put in my account the same day. My question is for loans of this amount should a more detailed check have been made by these 2 loan companies?. I have not gambled for 2 months now ( this was a wake up call for me). I have made a complaint to both these companies due to being in arrears with both. I know i will have to pay back the original loan amounts but what are my chances of getting my interest removed and a more affordable repayment arrangement. Thanks in advance.
Sara (Debt Camel) says
A lender has to make “proportionate” checks. For a small payday loan, a lender isn’t expected to go into great detail on the first loan. But these loans were large and the lenders should have known from your credit record that you may be in difficulty and done more checks.
If LL or 118 reject your complaint, send it to the Ombudsman straight away. I hope you have sent the lenders your bank statements? If not, do that now.
What is your current financial situation like? Are the repayments affordable now? Do you have any priority debts? This doesn’t affect your complaint – what matters is your situation at the time the loan was taken out – but it affects what you should do now as these complaints can take a very long time at the Ombudsman.
Tim says
Ive arranged a smaller repayment plan to make it easier whilst this claim is ongoing. Hopefully it i win and the interest is removed my outstanding balances will be paid off. I know missed payments will br on my credit file but they should be removed at that point
Tim says
Hi Sara. Yes i did send them my bank statements. They dont look very good reading. One of them had £27000 going out and £25000 pounds deposited all gambling. In fack if likely loans asked for my bank statements they would have seen the £5000 pounds deposited by 118 118 on there
Brian says
Great news..ombudsman has agreed with adjudicator on my case against oplo. I paid back over 16k on a 8k loan.
Awaiting on oplo to respond, but wanted to say thanks to sara for this site. To all out there, be patient and fight your corner! Will update when I have anymore news.
Alexandra says
Hi, are the lenders not obligated to check bank statements? I had a car finance approved back in 2018 that was completely unaffordable due to excessive gambling. They haven’t checked bank statements. They rejected my complaint, the adjudicator upheld it but the ombudsman reject it… it was 100% unaffordable, only if they would’ve checked my bank statements.
Sara (Debt Camel) says
It depends on your situation. If there was nothing on your credit record that suggested you may have problems, then FOS may not think the lender needs to make detailed checks.
Is this a final decision, or can you still go back with comments?
Alexandra says
Thank you for your reply. It is a provisional answer. He said If I wanted to get back to them with new info, he’ll look into it, if not, it’s likely this will be his final response.
Sara (Debt Camel) says
So have you sent your bank statements to FOS? Your credit record?
What did your credit record show at the time of the finance application – any recent credit applications? credit problems?
Was this your first car?
Alexandra says
It was a part exchange loan. I have sent them the bank statements, he said that my credit score at the time looked fine and that the company doesn’t have to check my bank statements. And that it’s likely not to uphold my complaint
Sara (Debt Camel) says
was he correct that your credit history looked fine?
Alexandra says
I was paying my other loans and everything as I was borrowing money from friends constantly. This is on the bank statements too…on the month they gave me the car finance I took out 2 other loans too. I find it odd that the adjudicator uphold the complaint but the ombudsman didn’t…
Sara (Debt Camel) says
So this isn’t straightforward if there were no problems showing on your credit record. And if you were accumulating large debts to friends, these would not be visible to a lender. If you had taken other credit just before the car finance application, they may not have shown up on your credit record .
Alexandra says
So he can not uphold even though I was struggling? Thank you for your reply:)
Sara (Debt Camel) says
You have to explain why the lender should have looked at your bank statements. If your credit record was find and your income was fine, FOS may not think they need to.
Vickie says
An update on my case with Christian paul Gachet trading as easy logbook loans. Adjudicator initially didn’t uphold my complaint, after advise from here I sent in more information and the adjudicator changed their decision and upheld my complaint. Christian Gachet had until today to to respond, he has just responded stating he doesn’t agree with the adjudicator. So my case is now being handed over to an ombudsman.
Does anyone have an idea of how long it takes for an ombudsman? My case was a priority for the adjudicator.
Does the ombudsman usually agree with the adjudicator?
Thanks
Sara (Debt Camel) says
It’s always hard to tell with Ombudsman cases – as yours is a priority I hope it won’t be long.
Vickie says
Does the ombudsman usually agree with the adjudicator? The lender didn’t agree with the adjudicator and now it is going to ombudsman. We both have until today to send in any more information. I don’t know what or if I should send in any more info. I’m just worried now after all this time and going backwards and forwards my complaint will fail at the last hurdle.
Also what happens if the company goes bust in the meantime? I see they are no longer lending to new customers. Thanks
Sara (Debt Camel) says
Who is the lender?
Vickie says
https://www.easylogbookloans.tv/
This is them. They have been incredibly awkward and evasive
PM says
I assume it varies from lender to lender, but I have a case against someone else and I’m still waiting for an Ombudsman decision. It’s been in the queue for 22 weeks and I’m a priority case also.
Alexandra says
Thank you for your advice. I have sent an email back explaining all my outgoings and I’ve attached bank statements 3 month before and after the loan. Hopefully he will have a look at them and uphold.
Elle says
Hi everyone. Do I have to send payslips as part of the initial complaint with the company? They haven’t concluded their complaint yet but are asking for proof of wage, I don’t feel comfortable sharing this information, do I have to? Thank you
Sara (Debt Camel) says
You don’t have to, but it is the proof that the credit was unaffordable for you. It also shows that you will send them to the Ombudsman, so a lender may be more likely to uphold your complaint?
Ross says
I’m pleased to report that 118118 have agreed with my adjudicator decision. They had until yesterday, to respond, but the adjudicator hadn’t heard anything by close of business. Then, at around 2000 last night, I had an email from 118118 confirming the redress figure and asking for bank details. They’ve also stated it will be refunded within 14 days, which is quite interesting (bearing in mind they’ve waited the full 14 days to agree and I half expected 28 days to be quoted). I am so pleased this is now sorted and that I can put it to bed, once and for all.
As frustrating, and difficult, as it’s been, I have stuck with it and I would encourage everyone else not to lose faith. If I’d got up, and walked away, I’d have been £1800 worse off, so I’m glad I stuck with it.
Sara (Debt Camel) says
very good news for you.
HHHHHHJ says
Has anybody ever had experience of independent adjudicator ruling that the lender was in the wrong, the lender disagreeing and then the FCA agreeing with the lender? Savvy are refusing to accept the IA’s decision that they leant to me irresponsibly
Sara (Debt Camel) says
It happens but it is pretty rare.
Sian says
I just want to say thank you for all the information on this site. I put in a complaint against Everyday Loans. It’s taken a long time but they agreed with the adjudicator and payment was made. I was just happy that we wouldn’t have anymore payments to make as there were still 3 years left. This alone saved us £14,000. But then we also got a refund of £6,200!
Mel says
Hi Sian, this is really positive. I have a complaint upheld with EL and they have until Friday to respond, how soon did you receive your refund after they accepted?
Sian says
They dragged their feet a bit. They were a week over the deadline with accepting, and then they were given 28 days to give me the figures and they took an extra week. And then they took the full 2 weeks for payment. A long road but well worth it! Good luck
Mel says
Hi Sian, I suspect I will get the same treatment from them frustrating but I haven’t had to wait much for the FOS to pick up. How long did they take to pay after all of that ?
Paul says
Hi,
I have a question.
If I win my case against a secured loan company can the secured loan company close the account and ask for the outstanding balance to be paid.
My case has now been picked up by the Ombudsman
Thanks
Sara (Debt Camel) says
I don’t have any experience of secured loan FOS decisions. I would be surprised if the Ombudsman would think asking for the outstanding balance to be repaid immediately is fair though.
Can you come back and say what happens?
Paul says
Hi,
I asked the adjudicator would my secured loan account be closed if I won my case and would I have to pay the remaining balance as I had this experience with a credit card.
The adjudicator has told me that there should not be an issue as the terms and conditions between credit cards and secured loans are very distinct and different.
Thanks.
Sara (Debt Camel) says
And if a credit card is closed they cannot demand the full balance right away, you have to be allowed to repay it at a reasonable rate (if you win your case) or the standard minimum payment (if if you lose your case).
Thomas says
I’v just had adjudicator uphold my complaint with car cash point logbook loans. Do they agree with adjudicator or not ingeneral? Im thinking not.
Emma says
CCP didn’t reply to my adjudicator so it went to Ombudsman queue. They then dragged their feet on repaying. They are a pain and will do anything to string it out.
Mel says
Does anyone have any experience with everyday loans and their willingness to agree with an adjudicator? Mine had given them to the 26th Nov to respond but I am not holding out much hope they will agree
Ross says
If you look further up the thread, you will see that Sian had her case agreed by EL, at adjudicator stage, so don’t lose hope just yet. A lot of companies will wait until the very final day to agree/disagree (my 118118 case was only agreed by them on the final day and then at about 8 o’clock at night?!?). Hope this helps?
Mel says
Hi Ross, I hadn’t seen the post above ! At least I don’t have to long to wait for a decision now and hopefully they will agree. Thanks for responding:)
alex says
hello. Is it any rules for how long bank statement history lender should check when they make decision to give a loan? 3 or 6 month bank statement? or there are no specific rules about it?
the situation is that in 3 month there was not any gambling transaction,but in 6 months are gambling transaction for over 7K£
Sara (Debt Camel) says
This is for a complaint you have made to a lender? Who was the lender and how large was the loan?
alex says
likely loans 10K loan. i already in arrangement. not raise a complain yet,because not sure if they have a look gambling transactions for last 6 months or 3 months and do not know if there is a point to raise with this circumstances
Sara (Debt Camel) says
so when you took this loan, did they ask to see any bank statements? what would your credit records have shown at the point you applied – recent problems? increasing debt?
alex says
they did not ask at all bank statement. this was my first loan from 3 i have now. with lendable and 118money will be easy because after i lost this 10K I borrowed from them it is easy to proof,but with this first one i am not sure if I am able to to something. this 10K was affordable actually,because i have not any loans , all i have against them it a lot of gambling transactions in last 6 months,but not in 3 months
Sara (Debt Camel) says
so there are no set rules about this. But if the last three months of bank statements suggest the loan was affordable, you may have difficulty winning this one. Were there no gambling transactions showing as you had stopped gambling? or because you were taking a lot of money out in cash to gamble with?
Lottie says
Hi Sara,
I was after some help if you could please?
My case has now been picked up by the Ombudsman to make a decision on my complaint, after the business didn’t agree with the adjudicator. I have waited 4.5 months for the Ombudsman, but my Adjudicator has now confined the Ombudsman have picked up the case.
Do you know what sort of time scale it will take from this stage now? Ie: is it likely to be another 3-6 months? Or is it likely to be a few weeks? In your experience.
Any help would be great.
Thank you Lottie
Sara (Debt Camel) says
If the Ombudsman has all the information they need, it shouldn’t be 3-6 months!
Lottie says
Yes they have everything apparently and is now been picked up to review and give the final decision.
I hope it’s not to long, the financial burden and what it’s doing to my MH is not good. Fingers crossed I don’t have to wait to long.
PM says
Hi Lottie, I don’t suppose you did anything or spoke to anyone to push your case through? I’m still waiting for an Ombudsman 6 months in. My adjudicator just tells me to wait, and the customer services team don’t do anything. Frustration is really getting the better of me now, especially as I’m apparently a “priority case”.
Lottie says
Hey PM,
I E mailed my adjudicator again, and just said how it was affecting my MH because it is. I also said I was so concerned that the business would go into administration if left to long, and I would loose out on any redress, when financially this could potentially see me debt free for the first time in my adult life.
He did respond to say it had now been assigned to the Ombudsman and they have everything they needed, so hopefully it won’t take the Ombudsman long to make a decision. I will keep you posted on any changes. 6 months is such a long time. I am 4:5 months but in total from my complaint nearly 2 years now. I hope yours gets picked up asap for you
Brian says
Hi Sara,
I have now had response from oplo after ombudsman ruled in my favour.
Great result of £8469 back!! Just awaiting transfer, but wanted to thank you for your great site. This will clear my debt and get me back on track.
To all the cases out there, keep the faith and persevere to the end. Oplo initially dismissed my claim, so stick with it folks!!
Thomas says
Hi Sarah please could you help with a redress i was given by carcashpoint. I paid 2754.61 back, I I borrowed 1857.83 they are telling me its 555.17 interest and 181.91 for 8% ftom 23oct 17 to 26 nov 21 can you help please
Sara (Debt Camel) says
Can you go back to them and query the figures ? 2754-1857 is about 900 in interest and charges that should be refunded… And so the 8% figure should also be larger.
Thomas says
Thanks for your reply Sara,
I think iv been had. I accepted their redress figures because I couldnt find the reciept from the final payment. They are saying I never paid the amount I stated above. They were getting a bit shity. Iv just found the proof it was actually £2821.00. Tried phoning my aduicator before i acceped shes on sick leave. In the adjuication it clearly said repay me all that was above the capital. Iv been had havnt I Sara.
Sara (Debt Camel) says
Put in a complaint that the refund was incorrectly calculated – say you have now found the evidence.
Thomas says
Thanks Sara. Im sending ccp the receipt now as well. Also sent to my adjuicator. Not nice these people.
Many Thanks Sara.
Caroline says
Hi Sarah,
The Ombudsman had found in my favour. I took out two loans from Advent credit I defaulted on the 2nd loan that was then sold to the debt collector. I paid the loan in full in 2018. On 2019 I made a complaint and Advant credit agree they shouldn’t have leant me the loan. They then refuse to pay me the refund and said they had paid it to debt collector and I would have to contact them. I complained as if should not have been paid to them when the balance was clear. The ombudsman agreed with me and said to make this right Advant had to refund me. The ombudsman has been back in touch today to say Advant are still saying I have to contact the debt collector. They have 4 weeks to pay if they don’t it will go to court have you heard of companies not complying with the final response?
Sara (Debt Camel) says
this sounds weird. Have you talked to the debt collector? Who is it?
Laura says
I’ve had similar with avant. Although it was an adjudicators decision so I can’t take it to court as it isn’t legally binding.
I’ve had a partial refund from the debt company but I’ve since made further complaints to Avant and the debt company and get no where. I’ve taken it back to the fos. What they now owe me is less than the fos fee so I don’t understand their motive for not paying/sorting.
Avant wash their hands once they have sold the debt and state it is not their problem
Sara (Debt Camel) says
I haven’t heard of this problem with Avant (or any other lender) before.
Did you take the new complaints back to FOS?
Laura says
I just got a complaint response from Avant and the debt collector this week so have taken those to FOS. Bedding in for the long haul.
Essentially Avant told the debt collector to reduce the balance which they did, but fees and interest weren’t added to the refund.
From what I have worked out Avant haven’t told the debt collector about that bit. The debt collector won’t accept my proof of the FOS view and are saying it has to come from Avant.