The repayments on many loans and car finance are too high to be manageable so people get deeper into debt trying to repay them.
When you applied, a lender should have checked a loan would be affordable for you – often they did not check properly and you should never have been given this loan.
This article describes how to complain, with a template to use.
Many people have won complaints using this. If you win, you get the interest refunded in cash. When you still owe a balance, the interest is removed so you only repay what you borrowed.
These complaints do not hurt your credit record if you carry on making the loan repayments while the complaint goes through.
Contents
A quick overview
What types of loans?
- any personal loans, including high-cost lenders, bank loans, and credit union loans;
- you can complain if you are still paying the loans, it has already been repaid, it has defaulted, or you have a payment arrangement/DMP;
- a consolidation loan may have been cheaper than the credit cards it cleared – but it may still have been unaffordable!
- you can also complain about car finance. But if you are still paying car finance, be careful – read Car finance affordability – what you get if you win a complaint
- the complaints here do not apply to mortgages or business loans.
What is “unaffordable”?
The regulator says “affordable” means:
you can make the repayments without hardship or having to borrow elsewhere.
For large loans, a lender should have made adequate checks at the start. The larger your loan, the worse your credit score and the more other debt you had, the closer a lender should look.
If your loan was fine at the beginning and only caused problems later when you lost your job or your mortgage repayments went up, you are unlikely to win an affordability complaint as this could not have been predicted at the start.
How does this work?
You first make a complaint to the lender saying the loan was unaffordable and ask for a refund of the interest.
There is a template here you can adapt to say what happened to you. Send it by email.
The lender has up to 8 weeks to reply. Lenders reject many good complaints, so you can send a rejection to the Financial Ombudsman.
Complain to the lender
Email addresses for lenders
If your loan has been sold to a debt collector, send your complaint to the original lender not the debt collector.
It’s easiest if all communications are by email – free, instant and you have a copy with a date stamp to show the ombudsman.
For banks, see this list here: email complaint addresses for banks.
For car finance and logbook loans, see this list: email address for car finance lenders
Here are the email addresses for some non-bank lenders. There are a lot of other smaller lenders, including many Credit Unions. If your lender is not listed, ask in the comment below for an email address.
Abound (used to be Fintern) complaints@getabound.com
Admiral loansquality@admiralgroup.co.uk
Anico complaints@anicofinancialservices.com
Avant Credit emailcomplaints@avantcredit.co.uk
Bamboo Loans complaints@bambooloans.com
Better Borrow enquiries@chetwood.co
Castle Community Bank complaints@castlecommunitybank.co.uk
Creation customercare@creation.co.uk
Everyday Loans – for loans after 31 March 2021, see Evlo and use the template in this article. It is no longer possible to make complaints about their loans before that date
Evlo (rebrand of Everyday Loans) chioma.nwachukwu@evlo.co.uk
Fair Finance complaints@fairfinance.org.uk
Finio Loans (rebrand of Likely Loans) complaints@oakbrookfinance.com
Fluro (used to be Lending Works) cx@fluro.co.uk
Koyo loans info@koyoloans.com
Lendable complaint@lendable.co.uk
Lifestyle Loans info@lifestyleloans.co.uk
Likely Loans – see Finio
LiveLend support@livelend.co
Loans by Mal (Monthly Advance Loans) Complaints@loansbymal.co.uk
Loans 2 Go read Loans2Go – how to complain
MBNA mbnaonlinecomplaints@mbna.co.uk
Moneyline headoffice@moneyline-uk.com
My Community Bank complaints@mycommunitybank.co.uk
Novuna (used to be called Hitachi) ComplaintsTeam@NovunaPersonalFinance.co.uk
Plata complaints@plata.com
Plend complaints@plend.co.uk
Progressive Money complaints@progressivemoney.co.uk
Quick Loans customerscare@quickloans.co.uk
Reevo complaints@reevomoney.com
Salary Finance (Neyber) complaints@salaryfinance.com (for loans, not “pay advance”)
Savvy info@savvy.co.uk
Shawbrook Customercare.team@shawbrook.co.uk
Snap Finance customer@snapfinance.co.uk
Tandem pl@tandem.co.uk
TM Advances info@tmadvances.co.uk
Updraft complaints@updraft.com
Vanquis customer.relations@vanquisbank.co.uk
Zopa complaints@zopa.com
118 118 Money complaints@118118money.com
Use this template
Email the lender to begin your complaint. Put AFFORDABILITY COMPLAINT as the subject of your email.
Template for you to adapt:
Please confirm the date this loan started, the amount, the interest rate and the monthly repayments. [don’t include this if you already know the information]
I am asking for a refund of the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record. [the refunds for car finance can be a lot more complicated than this, see but this is all you need to put in your complaint]
I also want the CCJ that I have for this debt set aside. [delete this sentence 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 yet, but they help your case if you do. Even if they show gambling, that supports your argument the loan was unaffordable.]
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 [2024] 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. [only put this paragraph if some of your loans are more than 6 years old. It explains why you haven’t complained before. It’s only an example so 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.
Do you need a payment arrangement now?
If you want an affordable payment arrangement now, add a sentence to the complaint saying this. These complaints may take months to sort out – a payment arrangement can get your finances into a safe place:
- 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 payment arrangements
- but don’t risk a payment arrangement for car finance or a logbook loan – one would put your car at risk.
Other details to add if you want
The template above is fine, you don’t have to add a lot more details.
But you can add extra points if they apply in your case, for example
- 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 my income and expenses. If you had done this, you would have rejected my application.
- during a telephone call, your agent suggested some figures should be lower to get my application accepted.
- if the lender was your bank – you should have seen from my bank account that I was in financial difficulty, I was using my overdraft a lot, I was only making minimum payments to my credit card from you.
And some examples of points about top-ups:
- a credit check would have shown that my finances had got worse since the first loan
- I had said the first loan was to consolidate debt, but you should have seen that this hadn’t happened.
While you are waiting for a reply
Try to get copies of your bank statements from 3 months before a loan to three months afterwards. You can get statements from closed bank accounts, normally going back 6 years.
Also get a statutory credit report now and download it. You can get one from TransUnion. Do this as soon as possible as sometimes the details change, so you want a full one saved to show the Ombudsman later if necessary.
Do not wait until the Ombudsman asks you for credit records or bank statements – you want them ready to hand. They really help your case as they prove your financial situation when you took the loan out.
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.
Go to the Ombudsman if you don’t get a good offer
Don’t be put off by a rejection! Or if the lender said it was your fault because your loan application wasn’t accurate – the lender should have made checks.
Sometimes a lender will send a long, complicated reply designed to make you look as though you should give up. If they say the loan was over 6 years ago, see below for “time limits”.
I suggest you rely on your instinct – if the loan caused you a lot of problems, send it to be looked at by the Ombudsman.
If you aren’t sure, ask 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 soon as possible.
It isn’t usually worth trying to negotiate with these lenders, you are just wasting your time.
Send to Financial Ombudsman Service (FOS)
It’s easy! 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 complaint. Add any more details you want, including pointing out mistakes 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
- do not worry if you don’t have A copy of your credit or finance agreement – lots of people don’t. The lender will supply a copy if FOS asks for it. Don’t delay sending a complaint to FOS while you try to get this from the lender.
Other information that may help your case
Don’t delay sending a case to the Ombudsman while waiting for this information.
If you don’t have the bank statements from the time of the loan application, get them now. You can get these going back at least 6 years even from closed accounts. And you can often go back a lot further with an account that you are still using.
This is a good point to ask the lender for a Subject Access Request (SAR) if you are missing information that may come in useful at the Ombudsman. This could be your loan applications, all credit and other affordability checks and assessments, and a statement of account for the loans, and – if you think this will help – a record of all phone calls.
Your lender will have details of how to ask for this information on their website – it’s often included in their Privacy Policy, with a link at the bottom of web pages.
“Is there a time limit?”
You can’t complain about a loan that started before April 2007 – that is when the law changed to allow these complaints.
Lenders will often reject a complaint if the loan started more than 6 years ago.
But if your loan was still being repaid within the last 6 years, the Ombudsman may well decide they can look at it. So if your loan started in 2017 and finished in 2021, send this to the Ombudsman if the lender says it’s too old, because it isn’t.
The ombudsman may also look at older loans if you had a continuous stream of borrowing which carried on into the last 6 years. So if you had 2 loans, the first from 2014-17, when it was refinanced into a loan from 2017-2021, the Ombudsman may decide they can look at the earlier loan as well. And if you had two overlapping loans, eg from 2014-2019 and 2017-2022, the Ombudsman may look at both.
But if your loans from this lender ended more than 6 years ago, then it is very unlikely you will win a case at the Ombudsman.
Need some help?
Don’t use a claims management company. They are expensive, often incompetent and use a similar template to the one in this article.
Instead ask a question in the comments below.
Can you get an overdraft refund?
Refunds from cards and catalogues
Get a car finance commission refund?
Glen says
Sara can you help, wasn’t sure where to put this request.
When I took out a Aqua and Marbles credit card I was in terrible debt, both companies put up my limit and for ages I just paid minimum payments, I was a gambling addict.Limits were high £2900 and £1600 so it was a struggle, 12 months ago they agreed to a interest freeze which really helped, I’ve just finished paying off the marbles card and have around £950 to pay Aqua.
Could I put in a claim against Newday? Do you have a template? I reluctant to pay off the Aqua balance as they might wipe out that debt for me, or reject it totally, what’s your thoughts since I’ve had major success with everything else I’ve claimed for or am I being greedy? Do you have the complaints email address?
Sonya Hawley says
Hi
I’ve made complaints to all of the above through Resolver.
Sara (Debt Camel) says
See https://debtcamel.co.uk/refunds-catalogue-credit-card/
Glen says
Thank you for above.
Just to report I got my Sunny redress today personally emailed by one of the guys someone suggested I hurry along.
It worked, so happy today and a big weight off my mind £1250 , brilliant, in my account today .
Peter says
Who did you email Glen
Glen says
Hi mate, there’s 3 email address for elevate staff either in this thread or the payday loan thread , I got a reply off Paul Baldry, again can’t fault them .
Alan says
Hi Sara,
Can you give my the link for the letter template to claim against car cash point and everday loans please. Also do I need to contact the companies directly first to obtain info regarding the loans?
Kind regards
Sara (Debt Camel) says
it’s in the article above. The complaint includes asking for information.
frogman says
Hi Alan,
Is it possible to claim with CCP as this is secured against the car? They have my V5. Been with them for over a year now. I’m still looking for a lump sum to set myself free.
Sara (Debt Camel) says
yes, you can make affordabilty complaints about HP, PCP and logbook loans. You still have to pay them while the complaint goes through of course…
Alan says
Hi,
As Sara says i believe so.
I wish I’d never taken out my loan with them. I paid the majority back, missed a few payments at the end and they took my car. They then asked for more money.
Regards and good luck
frogman says
Hi Alan,
Please if you don’t mind me asking, how many payments did you miss and how were they able to take your car towards the end of the loan?
I have missed one payment and the second one was due last week. I plan to make one payment of the two before Friday. I am just rolling things until I get a lump sum to get myself out. Value of car at the moment is around £8000 and last settlement figure I got from them was around £4000
Alan says
Hi,
I believe i missed 3 payments in total before they took the car. To be honest that was my fault but the loan repayments weren’t affordable in hindsight.
The main thing that annoys me is they got their money back plus most of the owed interest then sold my car and made even more. They then sent an email saying I owed even more!!!
Robb says
Just wanted some advise regarding my experience with Everyday Loans so far.
I sent complaint off and didn’t get as much as an acknowledgement. Got to the 8 week mark and still hadn’t even had an email to say they’d received my complaint. Despite me emailing them about 5 times and i sent it in writing also. So i referred it straight to FOS. It’s been with them for around 4 months now and it hasn’t been picked up yet.
Reading this feed i feel like i’m the only one this has happened to, everyone else seems to of had a reply of some sort! Is this unusual?
Jay D says
Hi Robb
They (FOS and EDL) are very slow usually, but a midst this virus crisis, it may delay things even more I’m afraid.
My case took 18 months to get picked up.. originally submitted back in July 2018, not say yours will but it’s been almost 2 years for me and mine’s not even finished yet. I’d say just be patient, which I know can be hard, especially now.
At the very least, they should confirm they have recieved your case though. Also, if you’re only emailing them, perhaps call as you may have used an incorrect email.
Timka says
I received a reply from Likely loans today – spot on on the last day of their 8 weeks deadline. I had 5 non stop loans with them (all top ups between 2017 and 2019 with the last one still ongoing). My monthly payments have grown from £57.98 to £263.82 a month and is completely out of hand now. They did not uphold my complaint not for one loan. With regard to me not being able to pay, they said: “Moving forward, you have a repayable balance of £blablabla (over £2000), which includes arrears of £263.82. Please keep in mind that the temporary hold which we placed on your account is due to expire and to be removed on 25/03/2020. It is therefore important that you contact us on before that date, so we assist you in coming to a suitable arrangement for payment of your arrears.” So they are offering me to help me with arrangement for arrears and not help me to rearrange payments and perhaps look at smaller payments. So sad really. I have already escalated to Ombudsman but I know it will be a lengthy process.
I really hope they are not such as&^*^%% to other people.
Timka says
Interestingly they say that for last 2 top up loans they “Income verification checks were also completed, to ensure that you met the minimum income threshold required. This was completed by review of your pay slip, which you uploaded upon request. In addition we used information obtained from national statistics with regards to monthly expenditure, to allocate a suitable sum to cover your living expenses.” so they allocated my living expenses without actually seeing what they are.
Sara (Debt Camel) says
I hope you have stopped the CC or CPA to them at your bank?
what are your other debts like ?
Timka says
I have loads of other smaller debts but luckily with very recent updates from Bamboo removing interest from all my loans and clearing the outstanding balance and 118118 removing interest from the last loan (but still with Ombudsman), I think I will manage to pay this monthly payment to likely and will slowly clear the arrears perhaps £30-50 a month. I have cancelled the direct debit, will call bank to see if CPA is set up there. But I am hopeful to pay whilst I wait for FOS reply.
I also argue that in my top up loan emails they offered me a reduced interest rate but then when I actually took out the loan, it was same old high rate. They did not provide any of these emails sent to me in their prepared SAR, luckily I had an email saved.
Thanks Sarah, thanks to you it gets now more manageable. XX
frogman says
I know the feedback from Likely Loan isn’t great, nonetheless, I have decided to give it a shot as I genuinely believe I was mis-sold.
6 months bank statement prior to applying showed heavy gambling transactions, maxed out £2k overdraft facility for most of the period, reliant on other payday loans. Looking back at what they requested for at the time, it was only one months bank statement to confirm identity and that had gambling transactions and maxed OD too.
I prepared an excel sheet, extracting my essential bills and existing loans and income directly from the statement and it clearly showed a repayment of £305 was unaffordable for me (I took out £5k over 24months in 2015, all paid off now. over £2k in interest)
Let’s see how long this will take and if any good comes out of it.
Sara (Debt Camel) says
If you sent a bank statement showing gambling that sounds like a good case! Send it to FOS if LL reject.
Glen says
I think with what’s going on, folk need to get the money quick and run, this has come at just the worst time for many.
Catherine says
FOS upheld my complaint today against Avant Credit,obviously with the current situation I’m thinking it’s going to take a while for them to reply if they agree or not.
What’s people’s experiences with Avant,do they tend to agree with adjudicator?and what are they like at paying out?
My business is at risk of going under with the current situation so this refund would be life changing.
Gemma says
Hi Catherine, FOS upheld mine too and Avant had until yesterday to answer, however tried to call FOS for an update and they are not taking calls so have no idea what’s going on. If you hear anything on yours please update.
Thanks
Catherine says
Hi Gemma,have you heard anything?
I understand the COVID 19 situation is serious and affecting many people and businesses but I feel like the businesses are going to use it as a excuse to not communicate and delay paying refunds,Hope they don’t collapse.
You can’t call the FOS and the 2 upheld loans I am due a refund from are not answering calls either or responding to emails or trust pilot reviews.
Right at a time that having these refunds could make such a difference to keeping my business going and no people to speak to as most are self isolating.
Gemma says
Nothing Catherine, I’ve emailed my adjudicator and heard nothing from them, I’m in complete limbo! Yes, FOS not taking calls atm which is unhelpful, however understand why in these difficult times. I just fear it could take months before we hear and yes, if they don’t go bust in that time….. I’m going to email Avant direct today as it’s being upheld by the adjudicator. I’ll post if I hear and please do the same.
Thanks
Gemma
Catherine says
I had a phone call this morning from Avant,there is only one member or the complaints team working at the moment(was only a small team anyway) as I had stressed how the current situation was affecting me,he said the usual process is the person that provided the final response would review the adjudicators view but as she is not in at the moment he has escalated immediately to his manager.(funny that as when I asked for my original complaint to be reviewed by a manager they said they didn’t have one)
Hoping this will speed things up a little but with businesses all on skeleton staff it’s definitely going to take longer.
Update-
118 refund in last night,raised with FOS I. Dec 2019 allocated in Feb 2020 refunded March 2020
Satsuma check banked today raised with FOS Dec 2019 allocated Feb 2020 settled March 2020
Bamboo loans complained Oct 2019 final response in Dec not upholding,asked for a review and 3 days later it was upheld and over £5000 interest wiped.
George Banco complained Nov 2019 final response Dec 2019 partial uphold 1 loan,asked for review on two top ups,2 weeks later and all 3 upheld,refund sent in 3days.
Catherine says
Hi Sara
Could you help me understand the 8% interest I could get.
£2000 Loan taken in May 2016 36 payments of £120
Not sure how to work it out,do it depend how the interest is spread throughout Loan term?
Sara (Debt Camel) says
as a rough approach you could decide the £2320 interest was all paid half way through the loan eg November 2017. So if you then think there is a bot more than 2 years of 8% interest to be added.
m taylor says
Hi, does anyone have the email for ratesetter please? and any experience with their complaints pls
Catherine says
Hi a call from 118 tonight about refund after successfully guessing the complaint mangers email and begging for them to urgently send refund.
They only phoned 15 minutes ago and refund in my bank already.
Makes a difficult time that little bit easier.
Satsuma check in post and should be here tomorrow too.
Lilly says
Hi what was the email address please?
Doug says
Hi can you provide the email? Did you receive a final response letter from them ? Or did you get a decision from fos?
Catherine says
I tried to post the email last week but don’t think it’s allowed as I can’t see the comment.
Try the first . Last name of whoever gave your final @ 118118 money. Com
Doug says
Hi
Are you able to provide a template of what you said to them ?
Doug says
Was your complaint upheld when 118 sent you there final response? Mine was rejected so I sent it to FOS.
KH says
Hi Catherine,
I think you commented on a previous post of mine .. did they agree with the adjudicator decision? Did you have to contact them to push it along?
Thanks
Liamk1393 says
Hi Sara I’ve just had a loan from 118 money judged as unaffordable by FOS that started in Apr 18 I took £1000 at 94.14 per month and made 13 payments before paying 831 to settle it in full (plucked up the courage to ask family to help me out of the cycle) I’m due to receive interest paid plus 8% sounds silly but I’ve not done this before, how much should I expect to receive and how are 118 for paying up time wise?
DM84 says
You have paid about 1054.82 in interest and are due 8% from around May 2019 when the loan was paid off.
You should get about £1130 using your figures and a simple interest calculator.
Ciaran says
Five lamps / conduit have rejected my complaint so its off to the ombudsman now. Hoping it’ll get picked up soon enough.
liamk1393 says
I put this complaint in May last year and have only just heard back, in all honesty I completely forgot about it? Does anyone have any advice on how 118 deal with it from here?
Robert Thompson says
Your going to be waiting no longer than two years for it to be looked at that’s no lie either that’s how long they take
Glen says
Hi ,
Anyone know how good Avant are at paying out? On day 10, not nit picking just curious if anyone has had a redress in decent time, im well aware they have 30 days.
Cheers
Catherine says
There is only one person currently working at Avant in the complaints team as I received a call from the only member working the other day so I would expect delays given the current situation.
I have a upheld complaint that would be really helpful to receive right now but sadly not a lot I can do but wait and hope the crisis settles and I receive refund before business gets into difficulty.
Jo says
I had a complaint upheld, they upheld on 24th February and sent me details of the redress amount on 5th March. I haven’t received my refund yet either and they said within 30 days so hoping it comes by 4th April. Given the current situation I’m guessing there could be delays further though.
Danielle says
So avant messed up the calculation. They said it was around 260 quid and that was transferred same day. Then when I went back they owed me another 2200 and they said within 30 days. I’m on day 22 and still waiting
MelD says
Hi Sara, back again. so I received my adjudicators decision today ( it’s a Sunday I’m guessing he’s working from home) £2266 Loan with EDL when I was almost 8 months pregnant….
Adjudicator has agreed with me. Stating my bank statements and credit file showed it was affordable but giving my circumstances it wasn’t, as my income dropped to maternity wages 1 month after receiving loan. They have said EDL should have taken this into consideration and asked questions and looked into this further. Iv paid £2,700 in interest over 5 years, EDL took off £834 as a good will gesture when I first complained to them. My interest rate was 110%. How do I calculate the 8% on top? Is it just 8% of total paid interest so £216 roughly ?
I’m praying EDL agrees with them. It’s been well over a year waiting. He has giving them until the 6th April to get back to him.
Thanks so much for all you’re help again, you’re the only reason I know I was entitled to a complaint.
Calvin says
Hi. My adjudicator found in my favour. However, EDL did not agree and it has now gone to the Ombudsman. Is there any data on success rate once gone to ombudsman? Do most agree with adjudicator? Is there a predicted time frame? It took 17 months from complaint to adjudicator decision.
Meld says
Iv noticed after reading lots on here about EDL they really do not ever seem to agree. They string it out also, I wait 8 weeks on the day to first get my response from them. A year until picked up by adjudicator, who agreed with me waiting on EDL getting back to them now. I read somewhere the Ombudsman agrees with 90% of Adjudicators decisions…. Goodluck
Litahash says
Hi
I had a large loan from 1st stop (£2000) in Dec 18, I started to struggle to pay them last year and tried to set up a more affordable agreement with them, which they did not do. I dont think I should have been granted this loan as I had already had quite a few payday loans, another large unsecured loan and a secured loan. They have now put a Default on my credit file. Could I try to go down the affordability route with them?
Sara (Debt Camel) says
yes you can. And your other payday lenders and the other large unsecured loan.
Robert Thompson says
Does anyone think these company’s are going to dissolve because of covid-19?
Meld says
Everyday loans ? That’s who I’m waiting on……..
Robert Thompson says
It’s avant I worry about
I’m about to receive a decision and if it’s a good one this may cause problems. They haven’t been lending now for ages how are they keeping afloat?
Sara (Debt Camel) says
I don’t know, but as you say, they haven’t been lending for ages!
Jay D says
Everyday Loans are no longer accepting applications, I don’t know whether it’s due to Covid-19 or iust coincidental timing. If people currently have agreements to be paid and waiting, will they get fobbed off until they do potentially go down?
Lisa G says
Aren’t Amigo doing the same? Not lending at the moment unless it’s to existing customers under hardship? Maybe it is because of COVID-19? Unless they are planning to go under? But I’d say it’s more to do with staffing numbers and the ability to repay considering unemployment will be high? I hope EDL don’t go under, I’ve still go a claim at the FOS
Eli D says
What would happen to those that still have debt with EDL if they went under? would we still be liable to pay?
Sara (Debt Camel) says
do you have an affordability complaint in with them or with FOS?
Sara (Debt Camel) says
I think it’s just because of Covid – many of their loans are given “in store” and they have probably had to shut up shop!
Sara (Debt Camel) says
can you afford the repayments? If not, ask for a payment arrangement.
Sam says
118118 money seem to have had some kind of hacking and their system is off line.
chris says
Hi I have had a complaint against Carcashpoint upheld by the Adjudicator. They have until April 2nd to respond. I would like to be able to say what the result of the ruling is but it is so complicated I will only be able to update on this once I actually have some figures. This is simply to let others who have borrowed from CCP know that it is worth raising a complaint. I will keep you updated with developments.
Melissa Kitching says
Hi Chris,
Thank you for the update, it is reassuring to know there is success with logbook loan complaints. Mine has been passed to the jurisdiction team as CCP wouldn’t provide my adjudicator with information on 2 of the loans over 6 years. Keep us updated on their response, good luck.
Mel.
Andrew says
Hi Chris
Did ccp respond back by the deadline and was it good news
Mel says
Hi Chris,
Did CCP respond to your adjudicator?
Mel
Gemma says
Avant rejected the adjudicators decision!! off to the Ombudsman I go… any ideas how long they take to pick up the cases?
Catherine says
Hi Gemma,What was your situation with the Avant complaint?
Mine upheld by FOS but Avant have until 31st to reply,but reckon they will disagree to stall process.
Gemma says
Hi Catherine,
I think they will reject all claims at present, I will be very surprised if they accept any!
I borrowed 13500 and already had missed payments on credit file, high debt, using pay day loans, 98% of my available credit, the list goes on!! The adjudicator has not confirmed why they rejected her findings, going to email her today. Good luck with yours
Fred says
Did you have to wait a long time? I sent mine to the FOS in November I think. I haven’t heard anything. Really hope I have a case with this one as it’s the last of the companies I am dealing with
Alex F says
118-118 have rejected my refund claim so off to the FOS it goes. Lots of people in same position as me have been refunded. Does anyone have a template of what I can send to the FOS.
Sara (Debt Camel) says
It can just be based on what you sent 118 as a complaint. If their rejection said anything you think is wrong you could Point that out.
Sam says
Hi Alex, when did you hear back from them?
Alex F says
Hi Sara, 118 said my loan refund alllication had no merit. Heard back from them a week after a submitted it, maybe January sometime. I’ve sent off to the FOS now.
Alex F says
Hi Sara,
I took out a £7500 HSBC bank loan in 2018, had issues paying back the monthly sums and with the interest it was repayable of upwards of £9500. I accepted a partial settlement offer in 2019, which was around £6000, but I had already paid back a large amount of interest. Would you advise pursuing this avenue, I have had an HSBC bank account since 2007, and wouldn’t ideally like to lose this.
Sara (Debt Camel) says
How much interest did you pay? Add up all the monthly payments you made plus the final settlement and take away the amount borrowed.
Did you struggle with the repayments because they were always unaffordable or because something happened that made them unaffordable? Where did the 6k settlement come from?
Alex F says
£6k was a partial settlement offer as I had not made a payment for 6 months due to financial difficult. Credit score affected due to the partial settlement marker.
What about overdraft unauthorised £80 a month fees? For the last year every time I roll into an unauthorised and HSBC charge me £80
Sara (Debt Camel) says
so how much interest did you actually pay? and where did the 6k come from?
had you talked to HSBC about an overdraft and they had refused?
Alex F says
The £6k came from a family member. Reluctantly. I am now paying them back. So still in debt.
I do not know how much interest I paid. HSBC are being less than helpful.
Sara (Debt Camel) says
Add up the payments you made to them. And then add the exact settlement amount. Take off the amount borrowed. That is the interest you paid.
frogman says
Hi Sara, so I received my DSAR from Likely Loans today, I took out just one loan from them in 2015 for 2yrs. There is no breakdown of my expenses on the DSAR and it only stated £1500 monthly expenses in the application form and a declared income of £45000/yr – that’s £2786 monthly net in that tax year so they have gone with available £1286 to foot the £305/m loan over 2yrs. I have sent them my last 6 months statement prior to taking out the loan, showing an average income of £2237 and an expenditure of £1995 meaning only £242 was available. The expenses also doesn’t show anything outside of essential bills and existing loans. Wonder if this is a string case ? Thanks
Sara (Debt Camel) says
what did you say the loan was for?
frogman says
Wedding. That’s what I put down in the application
Sara (Debt Camel) says
ok, so it’s worth pointing out to FOS that your bank statements would have shown the repayments were unaffordable.
frogman says
Ok, thanks. I’ll get my response ready should LL reject it – I am still within the 8 weeks with them. I already told LL about this. I hadn’t missed any payment up until that point so guess credit wasn’t that bad hence why they didn’t bother to check properly.
Sara (Debt Camel) says
why did you have to go to such a high cost lender with a good credit record?
frogman says
I maybe did not shop around properly. I already had lots of loans though but was still managing to pay them (reasonable ones). It”s a period I would term as the beginning of my downfall, it was the period my income was becoming insufficient to cover my gambling habits.
Sara (Debt Camel) says
ah was there gambling on your banks statements?
frogman says
Yes, loads of them, they only asked for one month statement at the time I applied, and even that had gambling transactions.
Sara (Debt Camel) says
Then THAT is your strongest point – the fact they saw a bank statement with gambling transactions.
frogman says
Just looked back now and the statement I sent only showed two £50 gambling transaction. I think I may have downloaded the least revealing period.
Sara (Debt Camel) says
ah. That isn’t going to help much :(
frogman says
This is only 1 month though, the other months have huge. Gambling aside, should they not be verifying income and expenditure ?
Sara (Debt Camel) says
That will be a decision for FOS. I would say yes if the loan was large in relation to your income or you had a poor credit record.
frogman says
Credit score on SAR says 278. No idea what they’ve used but its a waiting game now. Thanks very much
Mike says
Good evening Sara
I wanted to give you an update on my credit union complaint I told you about recently.
After it was initially investigated he recommended they repay all interest from my loans from 2015-present. He also recommended not to charge any interest going forward and to get in touch to arrange an affordable repayment plan.
They came back partially agreeing but not freezing interest going forward .
On my rough calculations the figures offered on redress for my orbital loan wasn’t far off but the redress offered on the loans was at least 3/4k short.
I declined the offer through the FOS and he explained that they had made the settlement offer when they sent additional info they wanted him to look at.
He then reviewed the new information but still believed they had not lent responsibly. Today he got their response which was to disagree with his second opinion but the offer still stood.
So he has now let them know it is now to be passed to the Big Cheese to make a ruling.
I have seen you tell others on your site that it’s rare for the Ombudsman to disagree with their adjudicaters so hopefully he won’t.
I just hope after it was reviewed twice and both times ruled in my favour that I hope the Ombudsman will do the same.
Do you have thoughts for me ?
Sara (Debt Camel) says
I think saying they will remove interest to date but not going forward sounds like a strange offer.
I hope you get a good result and speedily.
Mike says
Thanks
I am scratching my head myself.
They have accepted some discrepancies but the last top up was upto 20k so guess the interest they would lose out on is why they are standing their ground.
They offered approx 4K on the loans upto 2018 but the new info they sent was for the big loan and guess they thought they had done things right.
They had included my wife’s income which they had asked for but it was never evidenced and I never allowed them to use this in the assessment.
The FOS picked up on this as they should never have used it, they said it was not a joint loan or a guaranteed loan. The numbers just didn’t add up and using my income alone should not have been given.
Anyhow guess I should put faith in the service.
As it has now gone to the top and when they make a final ruling will this now be visable for all to see.
Surely this will not be good press for the CU?
R says
Just had a call, from the FOS, totally unexpected. It was with reference to my complaint with Likely Loans. I am so pleased, the adjudicator has said he is going to uphold the complaint for both loans (initial loan and subsequent top up). He has said that, after looking at my complaint, he believed they did insufficient checks and that my statements were littered with gambling transactions. He has said that he will be writing to them, today, giving them 2 weeks to respond. I have advised that I won’t be holding my breath, as they are an abhorrent company to deal with. Furthermore, I advised that I will be more than patient as I 99.99% expect this to have to go to an ombudsman, for a final ruling. Today is also a really difficult day for me, as it’s what should’ve been my mothers 63rd birthday (I lost her to cancer, last year) and this bit of good news, amongst all of the other doom & gloom, has really lifted my spirits. I know it’s far from over, but it’s going in the right direction.
Thank you, for this site, Sara and all of the marvellous help you provide. This refund should be pretty hefty and will help me get my debts down even further, since I self excluded from Gamstop (a year last January) my finances have improved ten-fold and I finally have a credit rating that I could’ve only dreamt of, a couple of years ago.
frogman says
Excellent new R and sorry about your Mum. Good luck with LL. When did you first complain?
R says
Thanks Frogman,
I first complained in July 2019. Likely Loans, as expected, rejected my complaint in August 2019, whereby I sent to the FOS. I just had the odd communication, from the FOS, to apologise for the delay. He did say they have now taken a new stance on how they investigate these kind of complaints so, it could be that those who have been rejected before might have been upheld now? Who knows? It’s interesting, as my Avant Credit complaint was rejected, by the FOS, and this complaint is in very similar territory to that. However, I know that each complaint is investigated on it’s own merit, so there’s no real point in thinking that a different outcome should’ve/could’ve come out (that’s for DM84’s benefit). No refund, yet, as I expect it to go to an Ombudsman and Likely Loans may come back with something, which might derail it, but we’ll see?
DM84 says
Interesting. I wonder what that different stance is and if it would have made difference to cases not upheld.
DM84 says
Well done on your refund.
I had my complaint rejected, gambling transactions everywhere, no credit check details, no disposable income and even made them aware there was gambling transactions on my account before I applied. I feel like recently the adjudicators are finding in favour a lot more than when I put my complaint in. Obviously I cant ry again but is there anything you can do after the ginal decision? Is it the end full stop. Could I take it forward like to a tribunal with legal representation? Is this a bad idea etc.
Robert Thompson says
Does anyone know is the ombudsman is still looking at complaints or still working with all this going on?
Got a bad feeling I’ve waited nearly a year and a half for a obvious case to be looked at to have this stall it and for the company to go bust in the end to get absolutely nothing.
Sara (Debt Camel) says
I think FOS staff have switched to working from home.
Here is a comment this morning from someone where his adjudicator is obviously still working https://debtcamel.co.uk/refunds-large-high-cost-loans/comment-page-13/#comment-357405
Catherine says
I think they have changed shifts in office to minimise staff working too closely and working from home as I got a decision from FOS at 11.30pm at night the other day.
R says
Hi Robert,
The short answer is ‘Yes. The adjudicator, who called me this morning, advised that they had all switched to working from home and that their IT department had done brilliantly in equipping them with all that they need. Hope this helps?
Catherine says
Avant have rejected adjudicators decision.Im gutted as I think my case is really strong and feel they are just rejecting upheld decisions to delay things.
I have had to shut my business due to the virus and can’t access government help for 3 months and the refund would of really helped to see me through.
Gemma says
That’s disappointing Catherine, however, I’m not surprised! I hope we don’t have to wait months for the ombudsman, I fear Avant my go into administration!
Catherine says
Hi Sara,
How often do you hear of case upheld by a adjudicator but then rejected by a Ombudsman?
Sara (Debt Camel) says
FOS statistics show that 90% of adjudicator decisions are upheld. But if you think your Avant case is strong, definitely take it to the o mbudsman level – that is what it is there for! It is a new -and expert – paid of eyes looking at your case from afresh. It isn’t a quick look and a rubber stamp, it’s a new examination.
DM84 says
I received an upheld adjudicator decision for 1 out of 3 loans I had with 118118 mainly because my bank statement of loan 2 had lots of gambling transactions and they said by loan 3 my gambling had reduced.
I asked for them to review loan 3 to compare bank statements as if anything there were the same amounts of gambling transactions, for similar amounts and I had 5 pence disposable income in my account 24 days before my next payday.
I received a very short response saying my adjudicator was no longer on the case, a new adjudicator had been assigned and that his review didnt change the outcome. I asked what he had reviewed? How many gambling transactions were there and he hasnt replied.
I had the exact same happen to my likely loans, changed adjudicator when asked to review decision, so I felt they hadnt been with the case from the beginning and short answers with no detail as to what they have reviewed.
I have been told on both occassions that the ombudsmen is likely to agree with them. Anyone else had their adj changed at this stage?
Sara (Debt Camel) says
yes people win cases at the Ombudsman level. Adjudicators ALWAYS say the ombudsman will agree with them, regardless of the circumstances of your case. If you think the adjudicator decision was factually inaccurate 9ie your gambling had not lessened by loan 3) then get that in writing and tell your adjudicator that you want it passed onto the ombudsman.
Glen says
I’m awaiting my offer money of £525 from Avant, they have till 9th April to pay me.
Fingers crossed
Jo says
I’m waiting on mine too, they have until 4th to pay me and their complaints team sent an email yesterday to me saying they expect payment to be in my account by 4th as that’s their 30 day maximum deadline… I hope it does arrive by the end of next week
Glen says
Just had an email from 118 money, they have been hacked and had all call recordings comprised in the last 12 months.
Bit worrying, they are offering fraud protection free via Experian .
Catherine says
Hi Sara,
So the adjudicator at FOS upheld my avant complaint a few weeks ago,avant have rejected her decision.
My question-will the adjudicator address the businesses reasons for rejecting the decision and explain her decision to uphold further to see if the business changes it mind or will it be passed straight to a Ombudsman?
Sara (Debt Camel) says
That is up to the adjudicator but normally it goes into a queue for an ombudsman.
Bob says
Hi Sara, the ombudsman have agreed with the adjudicator on my AvantCredit Complaint. They were given 4 weeks to get in touch with me which ends tomorrow. I’ve phoned them and they said they’re still working out the redress. Surely it doesn’t take this long to work it out? When they’ve finally worked it out I suppose I’ll have to wait again. Should they have paid out within the 4 weeks ?
Sara (Debt Camel) says
Do you still owe any money? has the debt been sold to a debt collector?
Bob says
The Adjudicator suspended the account while they investigated it. I currently owe £900 but the redress is about £4000. Account still with Avant
Sara (Debt Camel) says
ok, that shouldn’t be that complicated if it is still with Avant and you aren’t making any payments/.
I suggest you tell your adjudicator tomorrow that you sill haven’t been given a figure, let alone been paid.
Catherine says
Hi Bob,How long did it take for a Ombudsman to pick up your case please?
Bob says
Avant disagreed with adjudicator decision in July 18, my case was picked up by the ombudsman January 20.
chris says
The FOS has told me that Loans2Go have agreed to refund all interest and charges plus 8% on all my loans with them. I only complained about one loan but L2G are refunding on all four loans I have had. Complaint was sent to FOS in July 2019. This didn’t go through the usual Adjudicator/Ombudsman process. They have just, out of the blue, agreed to settle. Will update with figures once I know what they are.
Lee sharratt says
Hello. I sent in August about ltg. I can’t be far off then
KR says
Update regarding Varooma case that the adjudicator assigned to my husband’s case agreed loans 2-5 should not of been given and they have a week to reply, I’m expecting they will reject and push for an Ombudsman decision as they won’t want to pay out.
Its taken a year to get to this point so I hope for him it’s positive
Matt S says
Has there been any success stories with Likely Loans without it having to be sent to FOS?
Only gone back 2/3 pages but everything seems to be with FOS?
Sara (Debt Camel) says
you should expect your complaint to be rejected. See Turtle’s comment below – these cases are being won at FOS.
Turtle says
FOS have informed me today likely loans have agreed with adjudacators recommendation to refund me the interest paid on my 1 loan. Hopefully money within 10 days 🙏
R says
Well done Turtle, that’s great news! How long did they take to make that decision, please may I ask? My adjudicator wrote to them, last Friday, with his conclusions. I am convinced that they will bat mine back, but this gives me a little bit of hope. Well done again.
A. says
Just had a reply from the adjudicator saying that my original loan and top ups were all irresponsibly lent! Likely have 2 weeks to respond. These cases seem to be getting picked up faster now.
R says
It’s been a while but, it’s good to see some movement. Keep us updated, on how you get on, please A? I’ll do likewise.
DM84 says
I’m glad people are getting loans upheld with likely. What changed at the FOS? Why are they suddenly uphoilding loads of complaints with them. The FOS have only upheld 3 complaints to 35 not upheld in the last 6 years. Now all of a sudden people are getting their loans upheld for reason others have not had upheld in the past. Maybe i’m wrong but the FOS seem to have taken a U-turn with likelyloans!
Turtle says
LL responded to my adjudicator within the 2 week period. A couple days after the 2 weeks was up, the adjud emailed me a letter for me from LL with the calculated payment. Just has to come into my bank now (fingers crossed!).
This was a 1 loan case for a “large” loan (2k). Hopefully this will give some people reading this some hope! Ensure you provide the FOS your bank statements for the period of your loans people, it’s important to get the right decision.
R says
Thanks Turtle, much appreciated. Mine was an initial amount of £2k, and then a top up. TBH, the interest on the ‘top up’ loan was over £2.3k and it’s eyewatering to read. coupled with the interest, on the initial loan, this and the 8%, it’ll be a sizeable amount, that’s why I’m not convinced they’re going to ‘cave in’ but we’ll see…
R says
Actually, that should read ‘not cave in’.
turtle says
UPDATE: LL paid this today 3 days after informing me of the calculated amount. My journey with them is finally over.
R says
Brilliant news! I’m still, patiently, waiting for them to respond to my adjudicator. It’ll be a week, tomorrow, since he wrote to them. I’ve waited this long, so a little longer won’t hurt.
DM84 says
I have asked the adjudicator to review my loans as they upheld one out of 3 loans with 118118 money.
They said loan 2 was upheld because it had lots of gambling transactions and that by loan 3 they were less frequent and for lesser amounts in his decision.
I totalled up all my gambling transactions for each loan, they had actually increased from 46 to 49 deposits. The amounts had reduced though. I explained the reason for this is because I had a large win on loan 2 bank statements (evidenced on statement). My gambling transactions were actually a profit of over 1300 pounds the upheld loan vs a loss of 800 pounds for the not upheld loan. I tallied this up in an excel spreadsheet. I explained that on both statements I had no disposable income 7 and 8 days after payday when I got paid monthly and the statements are basically a mirror image showing if anything they have upheld the wrong loan. The loan not upheld also showed I was 6 months in arrears with another high interest loan company.
As usual, the adjudicator has responded with a rigid approach saying the gambling amounts now what counts and he will not change his mind.
Is this just the way of the FOS? Does anyone else find that they have hard facts that the FOS don’t want to acknowledge?
Sara (Debt Camel) says
it sounds very unusual. I suggest you ask for the case to go to an Ombudsman.
DM84 says
Thank you for your site Sara,
I have asked for it to be reviewed by an Ombudsman. I will keep the forum updated.
This will be my last loan to be reviewed by the FOS so at least I can put to bed my dealings with them after this.
DM84 says
I also quoted the FOS statement below:
“being able to sustainably repay credit is described as doing so without undue difficulty, while being able to meet other commitments and without having to borrow further”
I stated that it is clear from my bank statements for both loans 2 and 3 that I was borrowing money because I had no disposable income, 1 week after being paid when I get paid monthly.
I got this response:
I can understand that you had no disposable income before you took out loan 3, however as these are high credit loans the consumers that need them are usually in need of financial assistance and looking at the information provided before taking out loan 3 I cannot find a reason as to why the business should not have provided loan 3.
So effectively what he is saying is the only reason he cannot uphold loan 3 is entirely because the deposit sizes were higher.
St123 says
Hello, how long did it take for 118 to get back in contact. Im in week 9 and heard nothing?
DM84 says
They went slightly over the 8 weeks. I would give them a follow up call. The longest wait was to get an adjudicator to look at the case which has taken almost 2 years.
Glen says
Great news for me tonight …
Over £500 dropped into my account just now from Avant as they promised, so that’s all my redress now paid by all companies, great news in these times.
Catherine says
So avant rejected the adjudicators decision last week saying as the loan was for debt consolidation it assumed my repayments to other debts would reduce making the loan affordable.I had payments to 14 payday lenders at the time I took a £2000 loan and my bank account on the statement they viewed to check income figure showed all these,plus loads of gambling transactions and that my overdraft account was minus £2000.
It would not of been possible to clear overdraft and 14 payday loans and the adjudicator thinks they should of done more to check which loans I could pay off to ensure accurate affordability.
She has wrote back to the business to say their comments do not change her view and she explained her decision further.
She has given the business a week to agree to her view and told them that my case is prioritised at the FOS and if they still don’t agree and want a final Ombudsman decision then they must tell her by the 7th.
I’m praying they change their mind and agree with her but not holding much hope as think they just want to delay things.
Catherine says
Just a update on my Avant case,the business disagreed with the adjudicator but the adjudicator emailed them back on Monday to say that their reasons did not change her view and she basically repeated her view to the business.Today they have accepted her view.
So happy,now just have to hope they refund as agreed when they complete calculation.
Gemma says
Hi Catherine, what did your adjudicator respond on her last email? I’m in the same position however, they’ve rejected and it’s on its way to the FOS. Be good to know if I can get my adjudicator to her then to re look at the complaint too!
Thanks
Gemma
Catherine says
Hi Gemma,She got the rejection to her view and I asked her to explain her decision to the business further before forwarding to a Ombudsman to see if the business reconsidered.
She referenced the comments from her initial view and added in some more figures in regards to the amount of gambling £££ every month and the number of other loans I had)She mostly repeated what she said before and she basically told them to agree or let her know if they wanted a Ombudsman to make a final decision.
Today they replied to her accepting her view and they have been told to send me the calculation and refund directly.
I have however forwarded my bank details to the adjudicator to include in her reply back to the business in the hope it speeds up the payout.
In all my complaints I never accept the first decision,I managed to win my Bamboo loan and George Banco case without going to FOS after I asked for a further review after initial rejections.
Bamboo wiped over £5000 interest after initially rejecting.
George Banco partially upheld 1 loan,I asked for a further review and had all 3 loans upheld and over £3000 refunded.
118 and satsuma recently paid out after agreeing to FOS adjudicator.
Amigo also settled at FOS on 1 loan for £1500,wiped interest,and refunded £110.
Just Buddy loans and 3 waiting for a Ombudsman final decision.
Kate says
Hi, I posted about 3-4 weeks ago about Capital One. My original complaint to them was rejected and then rejected by the adjudicator at the FOS. An Ombudsman then partially uphelp my complaint and gave both myself and Captial One until the 24th March to reply. I replied accepting but Capital One are yet to reply to the FOS.
I contacted the FOS to ask what the next steps are and was advised that the Ombudsman will make a final decision and I will be contacted when that happens. I know things are going even slower than they were originally, but surely if Capital One have ignored the Ombudsman previously they will just continue to do so??? I assume the Ombudsman is still likely to partially uphold even if Capital One have not been in contact?
If they have failed to reply does that mean that they can just continue to ignore indefinately? – Feeling a bit deflated…..
R says
Hi Kate,
If Capital One choose to ignore, then the ombudsman will rule on the case using the information they already have. If they rule, in your favour, then that ruling is legally binding and they CAN’T ignore that. As frustrating as it is, just be patient and allow the necessary steps to be taken. I hope that helps a little?
Kate says
Hi R,
Thank you for that. That’s what I was unsure of, if the final decision by the FOS was legally binding or not. That makes me feel a little better thank you :)
Matt says
Hi, my adjudicator got back to me today regarding 3 loans I had with 118.
118 had already rejected my complaint however my adjudicator is saying they should in fact pay out on all three as there was evidence to show an obvious reliance on credit at the time of application.
Do 118 usually respond within the timeframe given by the adjudicator? (he has given them till 14/04). This is my last redress claim and have had mixed experiences in the past.
Thanks
King Kong says
Hi
Can I ask when your adjudicator picked up your complaint and how long it took them to resolve it ?
Matt says
Assigned to adjudicator 09/03, he then reviewed the case and sent finding to 118118 on 31/03.
Miss B says
Hi Sara just a wee update from me about my Avant claim they agreed I was missold due to being unemployed and in debt elsewhere at the time of issuing the loan so they have agreed to refund all interest and charges plus 8% interest and because the debt was sold to a debt collector which I paid the remaining balance with the debt collector will be refunding me £750 of the £1300 I paid them. I should receive the money in the next week or so I have been in touch with the debt company and they couldn’t have been nicer about it
Mal says
Hi Sara,
I made my complaint to everyday loans – over 9 weeks ago now. Got a standard letter back a few days later to say they would respond with an answer within 8 weeks. I chased them last week when the 8 weeks were up. They said they had reduced staffing due to coronavirus, but over a week later, I’ve still not had a response. Should I now escalate this?
Mal
Sara (Debt Camel) says
I would send it to FOS now. EL just don’t make many good offers, so why let them have more time when your case probably has to go to FOS anyway?
Mal says
Thanks, will do – Checking their website – It seems to raise the complaint on an online form rather than email / letter, so best to do that? I will put as many details as I can in.
Sara (Debt Camel) says
yes, the FOS online form is very good as it asks lots of questions they need the answers to (this are mostly easy! eg is this a joint complaint with anyone else, what is your birthday, just things they need to set up a full case record for you.)
Fee says
I put a complaint in to Lending Stream. I got a standard reply that says because of corona virus they’ve doubled the time needed to reply. So they say they’ve now got 16 weeks to reply. Can they do this? They say the regulator is aware …
Sara (Debt Camel) says
You can still send your case to the Financial Ombudsman (FOS) at 8 weeks. LS may have told FOS or the FCA (who is their regulator) that they need longer – that doesn’t mean that the rules have been changed or suspended so your case can still go to FOS at 8 weeks.
I think you should send the case to FOS at the 8 week point. I am not unsympathetic to firms saying they just have huge administrative problems at the moment, but the fact is that LS often doesn’t make good offers to complaints. In the last half of 2019, FOS upheld 80% of complaints against LS. so why give them any longer when your complaint may well have to go to FOS anyway?
Andrew says
Hi Sara
Quick question I know you can claim back the interest these companies pay on your refund from hmrc Martin Lewis has just said that has to be claimed by Sunday is that correct
Sara (Debt Camel) says
That date only applies if your refund was in the tax year 2015/16.
Brian says
Avant credit have not upheld my complaint. In there response they included the following..
Our pre-lending checks ensure that the amount of credit we lend is affordable for our customers. In accordance with CONC rules, we make calculations of affordability by asking customers to indicate their income and expenditure. This information is accepted in good faith and a decision to verify income will be based on comparison of such data with available third party reports.
Is this acceptable or should I take it further?
Sara (Debt Camel) says
You know if the loan was affordable – did paying it leave you struggling to pay your normal expenses, bills and other debts? If it did, then send ut to the Financial Ombudsman. In the last half of 2019 customers won just over 50% of cases against Avant – and they sound all have been sent a similar “we did our normal checks and it looked fine” response, like the one one you have had.
KH says
Such good news yesterday .. after rejecting my complaint for 8 loans in December I sent on my complaint re satsuma to FOS. It was picked up in January by an adjudicator who upheld 2-8 and satsuma agreed with his findings yesterday and is refunding £8k by cheque! Couldn’t believe the figure but certainly what I needed right now!
Thank you so much for this site, overall so far I have claimed back about £12k with two still at FOS waiting to be assigned .. looking like I’ll be debt free within the year when previously I was s million miles from that! THANK YOU!!
Natalie says
Hi has anyone ever had a complaint with motonovo? This is the last week they have to reply before sending it to ombudsman and they have just sent me an email asking lots of questions about the time I applied for finance, do I need to answer these? Thanks in advance
Sara (Debt Camel) says
Well you don’t HAVE to answer anything, but what are they asking? providing some information may help you win your complaint.
AN says
Afternoon all.
I sent my rejected complaint from 118 to FOS in March 2019.
This was picked up by an adjudicator 06/03/20 asking for my bank statements, which I sent the day before the deadline.
On Sunday 29/03/20 I got an email saying that he agreed that 2/3 of my Loans were unaffordable and that he had wrote to 118 with his findings. They have until 13/04/20 to respond.
Has anyone had this scenario, and why the outcome was?
Thanks
Zee says
Hi Sara,
After 8 weeks SNC upheld my complaint and admitted to unaffordable lending. They have cleared my balance and paid me £800.
I got the money in bank today. Thank you for your help Sara. I have 3 more complaints to go.
Will be in touch
Best
Zee
Andrew says
Hi did anyone have complaint upheld against ccp and did the business agree got a positive decision last week but awaitong ccp wondered if anyone’s had a complaint with them to compare
chris says
I’m in the same boat. Got a positive decision after complaining last May. Now waiting for them to respond. I do know they are all working from home now so I fully expect this to be used as a delaying tactic. My expectation is that they will reject the complaint and that it will have to go for a final ruling from the Ombudsman. With me, officially, they have until Wednesday this week to respond. Will keep you posted!
Andrew says
Hi Chris I thought they had until 2nd April to respond to you or is that another Chris?
chris says
Yes – it is me. There are two different dates in the Adjudicator’s letter – one was the 2nd and one was the 8th. I think this was a typo personally. I’m waiting until the 8th before I get back to the Adjudicator.
Mel says
My adjudicator has received a response from CCP to say their office is closed and they are unable to respond at this time.
St123 says
Hello
I am now at week 10 with 118 money regarding there a irresponsible lending of multiple loans to me. I took out one loan, paid it off then took out a second loan which i then was allowed to top up. At the time i had numerous pay day loans too and gambling issues. I have sent bank statements from each loan and its been sent to FOS too.
Anyone had any luck with 118? They are useless at providing any updates and are now saying they need another 2 weeks!
St123 says
And just like that, after going to FOS. £900 redress has been emailed over to me! Thanks Sara
Do not give up guys!
Catherine says
Anyone that’s had a avant credit loan refund tell me how long it took for them to respond with the redress calculation and the date it was paid.
I’m wondering if they maybe process all payments of refunds at a particular time ie the first day/last day of the month.
Hoping at lands at the end of the month latest.
tom says
Hi Catherine i had mine upheld on the 26th march. They stated that customer services would be in touch with reguards to the refund and when it will be paid.
I’ve sent few emails and try ringing and nothing back.
Bob says
I’ve been waiting 5 and half weeks now just for the calculations. Probably stringing it out till they go under
Litahash says
Hi – I have rec’d an email from 1st Stop offering me a 25% Final Offer Settlement. I owe £2263.12, the wording on the email is “We will accept a settlement of 25% of the outstanding balance and write off the remaining 75%. No further money will be owed” – the offer they have sent is for £1937.45. I assumed that I would only be paying 25% of £2263.12 which would be £565.78!! Have I read it completely wrong? Could you please help me. Thanks
Sara (Debt Camel) says
does the email say the balance is £2263?
the loan was for £2000. How much have you paid them so far? Did you make an affordability complaint?
Litahash says
the email says ‘balance outstanding on the account £2263.12, less rebate of interest £325.67, amount payable in settlement £1937.45. Yes it was for £2000 initially, I have paid them £781.04 towards it but i am behind 3 months& was trying to negoitate a payment plan, no havent made an affordability complaint
Sara (Debt Camel) says
Then I suggest you reply saying that as the balance is £2263.12, you would are happy to accept their offer of 25% of the outstanding balance, which you calculate as £565.78.