Debt Camel

Answers to questions about debts and credit ratings - in plain English!

Refunds from Payday UK/Express & the Money Shop (old article)

UPDATE

On July 15, it was reported that the Money Shop is to close.
This has been confirmed on July 17, when the Money Shop website was updated with details.

See Money Shop to close – two million customers will be informed for details of how this will affect existing complaints. That is the best place for all discussion from now on and I am closing comments on this page.

If you had loans from Payday UK, Payday Express or The Money Shop that you struggled to repay, perhaps rolling the loans or having to borrow again every month, then you may be able to win an “affordability complaint” and get a refund of the interest you paid.

Read How to ask for a payday loan refund for details about what an affordability complaint is. 

These three brands are no longer lending

These three large payday lenders are brand names of the same company, Instant Cash Loans Ltd, and they all have the same approach to handling affordability complaints.

Refunds apply to the Money Shop’s cheque based lending from their stores in the same way as other payday loans – if you gave them a post-dated cheque for £100 and were given £85 in cash, then the £15 difference is the interest you paid on this loan.

In October 2017, Payday UK and Payday Express stopped lending. In August 2018, the Money Shop also stopped lending. but its other business (pawnbroking, buying gold, travel money) still carried on.

Getting a list of your loans

Many people don’t have a list of the loans they took from a lender, so asking for a Statement of Account is usually a good first step.  In 2019 Payday UK and Payday Express have been sending statements out promptly without a charge.

Now people have a different problem – how to work out what the statement means  – because it looks so complicated!

This is what I suggest you do if you only had one loan at a time:

  • Go through the statement dividing it up into loans. A loan starts with a line labelled Principal Deposit and it ends when the balance is zero. Then another one begins. Draw a line between loans and label them Loan 1, Loan 2 etc.
  • The amount you borrowed is the Principal Deposit number. Unless you topped a loan up, there will just be one at the start of the loan.
  • The amount of interest you paid is the sum of the lines for that loan labelled Interest Repayment. They should show in the Amount column as being in brackets, ie you paid the money.
  • Ignore all the other lines (unless there are any late payment fees.)

It’s harder if you had more than one loan at once or if the last loan wasn’t repaid. But the general approach – that you borrowed the Principal Deposit lines and the interest you paid is the Interest Repayment lines – is still correct. It’s just difficult to be so clear that “This happened to loan one, this happened to loan 2.”

Searching your credit record

It’s fine for a lender to check your credit record when you make a complaint, but these should be recorded as “administration reviews” which don’t harm your credit score.

In 2016 for a few months some people had Payday Uk and the Money Shop incorrectly record a credit application – these searches were deleted in November 2016 and in January 2018 the people affected were automatically sent redress of £75.

How they usually reply to complaints

Asking for longer

You may get an email on the last day of the 8 week period they are supposed to respond to complaints in, saying that they haven’t completed their investigation. At this point you can send your complaint to the Ombudsman if you want – the lender will still carry on looking at your complaint even if you do this, so if they do make you a good offer you can then tell the Ombudsman you have settled the complaint.

These lenders sometimes make reasonable offers, so you may decide to wait a few weeks and hope you don’t have to bother with the ombudsman.

Although they are making some good offers, they also seem to turn down good cases, so deciding to wait is a bit of a lottery.

“We don’t know – please send bank statements”

Quite a few people complaining get a response towards the end of the 8 week period or after another few weeks from one of these lenders saying they aren’t sure if some of the loans were affordable or not and will you please send your bank statements so that they can look again at them.

Sometimes they offer a refund on some loans, reject others and list a few where they aren’t sure. Sometimes they reject most of them but say they will look at a few if you send statements.

I think you should normally send them the statements. Some readers have done this and then had some or all of those extra loans refunded. Others have had the extra loans rejected.

If you want to accept their offer and send the bank statements so they will look at the other ones, sending them onto the Ombudsman if they are rejected, it’s best to check with PaydayUK first that you can do this. They normally agree.

The exception is if they have only asked for details about a couple of loans and rejected a lot more. If you wouldn’t be happy with a refund on just the ones they have asked about you may as well send the case to the Ombudsman right away.

Asking for details if you are complaining about loans that are over 6 years old

If any of the loans you had were taken out more than 6 years ago, you are normally asked:

I can see that some/all of the loans that you are complaining about are more than 6 years old. So for me to consider these loans, I need you to tell me why you didn’t complain about these loans until now.

To answer this, just say very briefly how you found out what an affordability complaint is. Also mention if you have been in a DMP.

For example you could say:

In 2011-12 when I had these loans I knew my finances were in a mess but thought it was my fault for borrowing too much.  I had a DMP in 2014 but my DMP firm never mentioned that lenders should have made any checks on me. I only found out that I could complain about unaffordable lending in 2018 when I saw an article about Wonga in the papers.

But change that so it is accurate for your case. You may have seen a Facebook advert from a claims company, you could have had an email from the Wagedey Advance administrators,  a friend told you about irresponsible lending complaints, or you could have found Debt Camel while looking for information about credit records.

Only reply about some of your loans

If you had loans from Payday Express and you notice some of the older loans aren’t referred to in Payday Express’s response to your complaint, tell PDE this. They may have been on an old system under a different account number – PDE will then look at your complaint again, taking all the loans into account.

At the Ombudsman level

Having taken 12-16 weeks to reply to many complaints, they are also slow at the Ombudsman level.

One reader reported:

I sent my complaint with Money shop to FOS in April this year and they are still waiting at the end of June for TMS to send through their business file despite them being sent a reminder.

Many people have reported their adjudicator having to give two or three two week extensions. They do accept a lot of adjudicator decisions though they also reject some good cases.

My notes show many people getting refunds of a thousand pounds or more from their complaints. One reader received over £9,000 after going to the Ombudsman.  So this may take some time, but it can be well worth it in the end!

Loans over 6 years old

In 2017, Payday UK, Payday Express and the Money Shop started paying out on affordability complaints about loans over 6 years old. They were the first of the big lenders to agree to do this after the Ombudsman said they could look at the older loans in late 2016.

These older cases still take longer than complaints about loans under six years, but they are going through. And the 8% added interest can be very large for these older loans.

In late 2018 and 2019, they seem to have retreated from this position and now frequently won’t make an offer on older loans.

For example if you later had a DMP, PDUK is trying to argue that this means you should have made an affordability complaint then. It’s not a very good argument from them – after all, if you knew you could make an affordability complaint in 2014 (say) when your DMP started, why didn’t you do that then? So these cases are having to go to the Ombudsman.

Last updated July 2019

Comments

  1. Milo says

    Hi Guys,
    I had many rollover cheque loans with The Money Shop.

    I wrote an £100 cheque out, they would give me £75 cash. Then before the payday was due, I would rollover the loan by paying £16.
    This went on for years.

    I think this is the same as a payday loan so anyone tried refunding for this?

  2. Pete says

    Hey. I received a letter from Pduk telling me about an automatic refund to my account. When I checked my bank they had refunded 300 quid. But on the letter they only refunded for 2 transactions. I wasn’t expecting this so I googled and found the debt camel website. I decided to dig out my bank statements and I found out I had taken out over 10k from Pduk but they only refunded for 2 loans. I have struggled paying back these loan to a point I turned to other payday loans to pay off others and they all add up to 5. When I contacted Pduk they informed me that only these two loans qualified for a refund. I don’t believe this is true, did they refund me thinking I will just take the cash and run without investigating?

    • Sara (Debt Camel) says

      They refunded you because they ran a program that looked for certain problems they had become aware of in their loan history and those two loans popped up. They were not running a “find anyone whose loans were unaffordable” search… so although it is probably true that only those two loans had the issue they searched for to get this automatic refund, you may still be able to get a refund for the other loans you had from them. And if you have borrowed 10k over the years from them you may well have a good case!

      So read this article and use the template letters to out in a complaint. Add a sentence saying “you have refunded me for 2 loans but I wish to complain about the affordability of the other loans I had from you.”

  3. Ross says

    I’m quite pleased to see some cases coming through whereby Payday UK have relented in to settling cases that involve loans more than 6+ years old. I am rather hoping that this stance is going to spread to the sister companies too, namely Payday Express and The Money Shop. My case, with Payday Express, was initially delayed as 2 of the many loans I took with them were more than 6+ years old, and they objected to this. I went with the adjudicators recommendation and disregarded these 2 loans, as they were the first 2 and the smallest too. I’m currently waiting on an ombudsman to rule, but could this be Instant Cash Loans (the parent company) now realising/deciding that they’re not necessarily going to get away with not resolving these cases and just storing up trouble for themselves? Food for thought I think. If anybody has any success, or offers out of the blue, with Payday Express, could they please post them, as I’d be really interested, for obvious reasons :)

    • Maureen says

      I just received a big fat NO from Payday UK on any of my loans! Complaint only sent in February. I have loans going from 2008 to 2012

    • Susan says

      Hi Ross
      9 of my loans with Payday Express were over 6 years old. It took 6 months with the adjudicator then3 months with the ombudsman to rule all of my loans in my favour. I got my money back from P.E. today ?

  4. Marie says

    PDUK are so frustrating! They keep refusing to send me statements. Spoke to someone on the phone Friday when I called them back and asked why others had been able to pay £1.00 for their statements, was told that OK I would be able to get the same but someone would call me back to arrange this. Then today came into an email from them again telling me they are under no obligation to send these to me as my accounts re settled.

    I have just called them again for them to tell me the same and they have said I can submit a SAR for £10.00 and they have 40 days to provide me with this. I said I thought it was terrible that I asked for my statements over a month ago and why should I now wait another 40 days for this, and that I felt they were just trying to delay things. She just said to me that it’s their company policy and would add my frustrations into my complaint!!

    • simon says

      Hi Marie,

      I had the same for all 3 of there companies, I ended up putting my complaint in with out any information and advised them any offer would be rejected with out the information being sent to me. 2 have come back and rejected the complaint with out giving me any information so have forwarded to the FOS advising them of the companies refusal to send the requested information with out me paying for it. I also advised the FCA of them.

  5. Ro65 says

    Success!!! Just got call from adjudicator saying both PDUK and Payday Express have offered to refund all loans, 8% simple interest and £200 compensation without going in to ombudsman queue!
    Many of the loans were pre 6 years. Been with the adjudicator since the end of September and expect in the region of £9,800 to be refunded.
    Sara you’re an absolute superstar! It’s been so frustrating waking up every day and wondering if today will be the day. And really couldn’t have came at a better time!
    Be patient people, it’s a slog but well worth it. Sara – Thanks again! Just waiting on the decision on one more complaint. If it goes my way it’s another £8k! :-)

    • Sara (Debt Camel) says

      Excellent news! That’s now 6 people with refunds on older loans from PDUK/EXPRESS and the Money Shop in the last few days. Hopefully this will also speed up the Ombudsman queue for other lenders as well.

    • Nim says

      Hi Ross, Well Done – and thanks to Sara (debt camel) – I think you owe her a big ONE!! lol.

      I had a similar offer from PDEXP – without 8% interest – so refused – gone to Ombudsman now. I would have thought that they would have to give you 8% interest automatically? on any refund offered? – not sure.

      Good luck with the last one.
      Best Nim

  6. Kee says

    I had a call from the Ombudsman to advise what PDUK / Payday Express / Money Shop have looked at my time barred complaint and are now refunding the full amount of interest on these old loans plus £100 for each
    The ombudsman took my bank details and said PDUK had 28 days to refund. Does anyone have any experience of how long they have taken to pay out on these revisited loans and have you had any success with any other companies such as H&T and WDA for time barred loans?
    I’m not actually even sure how much I am due back as Money shop had refused to give me a statement!

  7. Ross says

    Well, here we go again. Despite the fact that Payday Express ignored 2 deadlines, in January & February, they are still quoting the usual cobblers. I advised them of my acceptance to their offer and further advised that I would expect a timely payout, owing to the fact that this should, really, have been settled in January, when the FOS sent them their conclusions. So, imagine my surprise (not really surprised), when they send an email advising that they have 4 weeks to refund and the ‘queue’ and ‘strict date time order’ blah blah blah. I will be very happy, once this refund is received, to never have to deal with the bunch of clowns that Instant Cash Loans are, as a business. As someone stated yesterday, how they’re allowed to continue to trade is a complete mystery. I think the words ‘booze-up’ and ‘brewery’ come to mind?

      • Ross says

        I don’t doubt it for a moment sw. When I waited for PDUK to payout, they took 25 of the 28 days. Another guy on here was waiting for PDEX at the same time and we both were refunded on the same (25th) day. Idiots.

        • sw says

          And so PDEX have also agreed to payout on loans from early 2010. I started using them in late 2009, the ajudicator said the first couple were fair but to refund from loan 3 onwards, plus 8% interest. PDEX agreed! Another 28 day wait no doubt. Just one to go for me and that’s QQ.

        • sw says

          Hi Ross

          Had my refund letter (email) from PaydayUK today, says it will take 5 days to reach my bank.

          • Ross says

            Thanks for the heads up sw!
            That’s rather quick for them. I’d be interested to know if I receive an email from them too, although I won’t be holding my breath ?

          • Michelle says

            I spoke to them yesterday and they confirmed my refund would be 5 days from Weds but would be quicker if my bank uses faster pay which it does – Also received e mail saying this today
            It seems they have got better in the last week as I have seen a few people that have had acknowledgments to their complaints and even though they were slow to reply to my adjudicator as in they had missed the deadline so it had gone to ombudsman they then contacted the FOS and agreed to payout
            I wonder if someone high up in the company has had enough of ombudsman decisions been published against them so has allocated an amount of money to make complaints go away before ombudsman publications.
            I have worked with car finance companies before and have seen this happen in the complaints department where they are told to make everything go away to avoid FOS / FCA pressure

          • Michelle says

            Further update, after receiving e mail this morning I have just checked my account and the money has been paid in today

          • Jason says

            Well done both of you enjoy the money haha
            Michelle when did u accept offer was ur offer from ombudsmen or from pduk direct ?

          • Michelle says

            Hi Jason
            Payday UK rejected my complaint, FOS adjudicator ruled in my favour. Payday uk didnt respond so went into Ombudsman que however they then replied a week later to say they would payout which was approx 12 days ago.
            Good job as I have had another case waiting for Ombudsman since Dec so looks like que is 3-6 months

  8. lorrain says

    Just got a final response email from PDUK today, I’d had 13 loans and 16 deferrals, they’re saying they’re only partly responsible and have offered me nearly £2000, as I wasn’t expecting this I haven’t counted my intetest. I’m a bit surprised that they offered anything to be honest. Going to count my interest before I make my decision Thx DC x

    • Emma says

      Hi Lorrain,

      How long after getting their acknowledgement email did you receive this offer?

      Many Thanks

      Emma

      • lorrain says

        Hi Emma, just within the 8 weeks, after reading the letter again I noted that £1356 off the money offered was a good will gesture, is this normal? Roughly I’ve paid nearly £4000 in interest, not sure how to work out the 8% extra. Its going to the ombudsman x

    • Sara (Debt Camel) says

      oh well done – directly from the lender or via the Ombudsman? how long has it taken?

  10. Ruth says

    Hi there,

    I had some payday loans with payday uk and there is still one outstanding. It has now been sold to a debt collection agency-how doni go about challenging this now? I emailed them asking for a statement of account and hey have replied saying it’s been sold on and to contact BW Legal who own it instead-but surely they were the ones who lent the money?!

    Thanks

    • Sara (Debt Camel) says

      You need to tell Payday UK that you want to consider your complaint about all the loans that they made. If they refuse, take your case to the Financial Ombudsman straight away.

      You should also inform BW Legal that you are disputing that loan with Payday UK.

  11. Katie says

    hi
    I just wanted to let you know about my experience with the money shop, I first contacted them in May 2016 and asked for a statement of account from October 2007
    I had regularly cashed pay day cheques from 2007 – 2012
    they refused to sent a statement so I complained to the ombudsman, a year later they offered me £500 goodwill, I refused it and the ombudsman ruled that they could go back further than six years, last week I received all my interest plus 8%, £4660, after the money shop repeatedly said that they wouldn’t go back
    I would advise anyone to use the ombudsman as so far I’ve received refunds from all the companies who said no
    Katie

  12. Andy says

    I have been waiting two weeks for the Money Shop to provide me with details of my old cheque loans. I took matters into my own hands yesterday and now have all the information I need. I will be sending off the additional details to compliment my complaint tomorrow. I paid over £2,500 in interest on my cheque loans and over £1,500 in interest on my on-line loans with them. I had 17 cheque loans over a 2 1/2 year period and rolled some of them over for up to 19 months. I had ten loans on-line over a 16 month period and took new loans out within days of each previous loan being paid off in full. I am hoping I have a strong case although I did have a reasonable income and my bank statements show I had a serious gambling problem. I have seen quite a few outcomes where the Adjudicators do not hold gambling issues against the complainant any many of their complaints are upheld. I guess I am now in for an 8 week wait for the Money Shop to respond and then in all probability I will then have to send to the FOS. Fingers crossed.

    • Pamela says

      Andy can I ask how you got the information from the Money Shop they refuse to give me details of the cheque loans. I am thinking I may have to pay £10 for a subject access request.

      • Nicki says

        I couldn’t get my loan information either, some people have had luck by going into the shop itself although I don’t live anywhere near there anymore. They ignored me and just sent me a final response anyway so I have now sent to fos to deal with.

        • Pamela says

          Nicki I tried going into the shop and phoning head office. They wouldnt give me anything. Currently waiting on adjudicator picking this up since January

        • GMA says

          The Money shop sent me a table in the final response letter but it just had 4 columns, Lending Period/Total Loan Amount/Total Repaid/Overall Decision. They did not break it down at all loans from 2007 to 2009. The Adjudicator has found in my favour even though they are old loans and The Money Shop and they have until the 28th Sept to answer them, keeping fingers crossed, I borrowed £2731.20 an repaid £4430.21

          • Pamela says

            Thanks for that update GMA I borrowed from 2008 to 2014 shocking I know!! I had 8 cheque loans for £100 each £800. Rolled them over each month. Or let them come out my bank to renew them. From memory the interest was £17 per £100 cheque. This went on for 6 years. Really hoping I’m successful with this one as its a ton of interest.

          • GMA says

            Pamela, they must have given the adjudicator a statement as she has quite comprehensive figures regarding number of times I rolled over and how many loans I had. I am keeping everything crossed! Good luck

      • Andy says

        Hi Pamela

        I went into the shop and asked very politely for a statement of account. I went at a time when the shop wouldn’t be busy so they had time to assist me. I also took ID in terms of an utility bill to prove my address and also my passport. I already had my account number because I had phoned head office earlier in the day who confirmed all my details were on their system but there was that much they wouldn’t be able to relay it to me over the phone so they suggested a visit to the shop. Head office told me what my account number was. When I spoke to both the shop and head office I put it in the context of I have some old defaults on my credit history and was trying to work out what they related to. That was the truth because I do have some on my records which I am unclear about and I need to investigate them further. When I got to the shop I was lucky that head office had put some notes on my account and I hadn’t asked for that so it helped. To be fair everyone I spoke to was extremely helpful so credit were credit is due. I have seen at least one other post which indicates the shops have been helpful. Good luck.

  13. Pamela says

    Hi Sara. I wonder if you could advise. Completely out of the blue I got an email from an adjudicator to say that Money Shop have made me an offer from all loans apart from loan 1. Going from Dec 2007 to May 2013. Shocked to say the least as this complaint has been awaiting to be picked up for a year.
    I have an acceptance form to fill in. However I have never seen any account statements from Money Shop as they refused. Could I ask the adjudicator to send me them prior to accepting the offer as no amount of money was mentioned.

    • Sara (Debt Camel) says

      Excellent news. I would send the form back but also tell your adjudicator you would like a list of the loans.

      • Pamela says

        Thanks Sara I will do that. My initial offer was £114. I’m optimistic as the borrowing was extensive. Thanks again for all your help and advice.

  14. Pamela says

    Hi Sara just an update on my Money Shop case for yourself and everyone else. Today I received the lovely figure of £5876 into my bank. This case has been with the Ombudsman since January this year and wasn’t picked up by an adjudicator. I got a call about 2 weeks ago out of the blue to say that that Money Shop were offering interest plus 8% on all loans 2007 – 2013. My initial offer from them back November 16 was for £113.

    Thank you for all your help, without this site I would have been at a loss. My money situation was dire with payday lenders and at its worst from 2009 – 2012. I thankfully have been debt free since 2014.

    Just waiting on my payment from the Cheque Centre which the ombudsman agreed with my adjudicator for the loans after 6 years. Just when I was waiting on the response from Cheque Centre to the agreement of the adjudicators decision to refund on loans before 6 years they contacted my adjudicator to say they will pay on loans before 6 years and will put the payment in one sum. Expecting slightly more than Money Shop. I will update here as it goes, but I sent the acceptance last Thursday so fingers crossed.

    Thanks again Sara

    • Bakey says

      Pamela, what was your timeline with the Money Shop? I am just at the end of the 8 weeks and wondered if I should expect to hear anything, do they make an offer?

      Thanks for any help!

      • Pamela says

        Hi Bakey. Mine was a long process as a lot of the loans were over 6 years. Complaint put in October 2016 and they came back at 8 weeks with a low offer of £114.
        They seem to be making offers now however. If they make a low offer just pass to Ombudsman and its a waiting game I’m afraid. I was just over a year hopefully your case will be quicker than mine.

  15. Bakey says

    Does anyone have any experience of The Money Shop and whether they response within 8 weeks/ignore/offer? Their time is up Sunday and so just wondering if I should expect any response at this late stage or not.

    Thanks!

    • Nicki says

      They replied to me bang on 8 weeks from when they acknowledged the complaint not when I first sent it. They also choose to ignore my irresponsible complaint and instead investigated wether the interest the charges was fair so mine has been with FOS since start of September

    • Lisa says

      Im not sure, but if you look back through the older comments on this thread, you may get a view.
      In any event, if you don’t get one Sunday, send to the FOS on Monday.

      • Bakey says

        Thanks for the response, Lisa.

        I did have a look back but didn’t see anything much (one recent reply but they didn’t say how long the initial complaint took). Will def. be sending a report in though!

    • GMA says

      Hi, I first wrote to them on 20/06/2017, claim rejected on 18/08 and so wrote to FOS, FOS Picked it up on the 22/08 and they ruled in my favour, the Money Shop disagreed and they have had a dialogue going back and forth, last time I heard from the FOS was 19/10, I have chased last week but as yet no response. These are loans older than 6 years, just being patient and hoping for a happy Christmas! lol Good luck all.

    • Andy says

      Hi

      The Money shop wrote to me on 8 weeks to say it would take longer. I rang up and they said they were currently working to 99 days !!

      I sent mine straight to the FOS after the 8 weeks to get in the queue. Suggest you do too.

      Cheers

      Andy

    • Linda says

      They responded to me after 8 weeks saying they needed more time. I forwarded it to the FO. It’s still to be picked up after a month or so but at least it’s in a queue now as I felt The Money Shop were messing about. Still haven’t had a final response from them so good job I did really

  16. Willie says

    Hi,
    I have accepted an offer through the adjudicator from Payday UK and have sent the settlement form back to my adjudicator. Do I need to contact the lender also in order to give them my bank details, or will they contact me to arrange the settlement .

    Thanks in advance!

    • Jacob says

      Hi Willie

      I believe the adjudicator passes this info to them but you may want to check as I’m not 100% sure. Can I ask you how long it was after the adjudicator sent PDUK their decision that they responded with their offer/acceptance?. They didn’t respond to my adjudicator within 2 weeks so they were given another 2 weeks to respond before it gets passed to the ombudsmen. That will be up this week though so not too hopeful.

      • Willie says

        Hi Jacob, I was in the same position as you and the adjudicator gave them an extra 2 weeks which would end tomorrow so I was almost the full 4 weeks. They are really busy with complaints supposedly so hopefully you will hear something shortly.

        • Jacob says

          Thanks for the info. I received confirmation from my adjudicator today the at PDUK have accepted their decision so I’m happy with that. I’ve sent back my acceptance with my bank details and the adjudicator conformed they pass them on to PDUK who then have 4 weeks to pay out.

    • Mrs W says

      Hi Bob,
      They rejected mine too. Sent to the FOS who upheld in my favour. Paydayuk agree with Adjudicator and sent payment. It’s been pretty quick. Initial complaint in June and settled in October.

  18. Sarah says

    Well success with PayDayUK after accepting their initial settlement in 2016 for loans under 6 years old, they agreed to look at the older loans as advised by FOS. Settlement agreed and it’s just shy of £3000 … I didn’t think they would consider them as I’d already agreed to ignore the older loans but they seem to be being reasonable. Now to see how long they take to payout

  19. S says

    Not sure what to do with my Payday UK/Payday Express responses.

    1 of them has 2 loans, one which they say was responsible, 1 where they want more info from me (no chance).
    The other has 9 loans and they have offered to refund on 5 of the 9.

    In effect 5 of 11 refunded… I’m torn as whilst I know I was stuck in a debt spiral and would fancy my chances with the FOS, I’m conscious that the company have stopped lending – how long then are they from tipping into administration and I lose out on the £500 or so they have offered?

    Any advice welcome.

    • Sara (Debt Camel) says

      I don’t think they are close to going into liquidation – they own the Money Shop which is continuing to trade. Don’t worry about this. I suggest you send both cases to the Ombudsman.

      • S says

        Hi Sara

        Thank you for the advice, I will get the ball rolling this morning and add these two into the growing list of FOS complaints I’ve started.

  20. Bev Nelson says

    I’m reading this with interest. I complained to PDUK way back in 2016 only to have my complaint upheld on the following grounds ” PaydayUK is unable to uphold your complaint as the only successful loan deposits and activity on your account iare outside of our remit of being within the last six years. Within six years of your complaint made on 28th January 2016 I can confirm you have had no further loan deposits with PaydayUK; as such the concerns you have raised would not be applicable as no loan funds were provided to you within the last six years”
    I have a statement from them which shows I borrowed fom them every single month for almost 3 years (June 2007 – May 2010), constantly deferring and rolling over then requesting more and more as the years went by.
    In total I borrowed £1,280 from them during this 3 yr period, the fees and interest adds up to £1,545 – altogether a total of £2,825.
    Can I now go back to PDUK since the ombudsman is saying loans over 6 years old can be looked at?

    • Sara (Debt Camel) says

      Interesting question. I suggest you go back to Payday UK and ask them to look at it again and then talk to the ombudsman if they refuse.

      • Bev Nelson says

        Will they not pull the “ you had 6 months to go to the ombudsman which has now run out” card?
        Suppose they can’t really given that there has been a new ruling since.
        Sara, please could you give me an idea of what I should write to them?

        • Sara (Debt Camel) says

          Well I am not saying it will work. But it’s worth a try! Point out you were misled when they said they wouldn’t look at loans over 6 years old and you have only just found out that they will.

          • Bev Nelson says

            Thanks, i’ll give it a go and if they won’t look into it i’ll st go to the ombudsman.

      • Andy s says

        Payday uk agreed for the ombudsman to look at my older loans. I have received £5322 after tax. Thank you so much debt camel your information was invaluable.
        Andy

  21. Julze says

    Sorry I commented somewhere and can’t find it again haha…

    So payday uk today offered me £1275 back (900 odd paid and 47o at 8%) minus tax.

    They said they need more info to consider 5 other loans.

    I counter offered asking for £2000 that includes my 8% intrest.

    The total intrest paid was £2100.

    Do you think they will accept my counter offer.

    I don’t have all the bank statements so would need to order more from bank to send and I’m hoping they may come back to me with another offer…

    • Sara (Debt Camel) says

      Your other comment was over on the main payday loan refund page :)

      I haven’t heard of them accepting counter offers, but they do seem generally more co-operative in recent months so it will be interesting to find out what they say.

  22. Jess says

    I found out about these claims October 2017, I wrote to payday uk and payday express start of November 2017. Payday express responded with a final offer four weeks after and paid me £1200 however payday express asked me for bank statements, wage slips a credit report to deter me I sent all of which. The eight weeks was due on the 8th January 2017 however they responded to me yesterday 5th January 2018 with an offer just under £4K.
    I am now waiting for quick quid, pounds to pocket and provident to respond with a final offer before going to the fos.

  23. Kara says

    I had payday loans thru Payday Express/Express Finance, Payday UK/MEM, Quick Quid & Wonga from 2007-2013 with lots of overlaps between providers and rollovers etc. I have received statements of accounts for all of them and have asked each provider for a refund due to unaffordabilitg so am waiting to hear their responses before I presumably go to the FOS for some
    or all of them. I can’t get bank statements
    going back that far although I do have wage slips – will I need to prove that I had other outgoings and limited discretionary income or will the repeated borrowing, rollovers and simultaneous borrowing from 2-3 providers demonstrate the unaffordability?
    Thanks.

    • Sara (Debt Camel) says

      Just take these complaints step by step. Payday Express / Payday UK are likely to be easiest. QuickQuid and Wonga will definitely have to go to the ombudsman and it will be slow going there.

      Wage slips will help your case if you don’t have bank statements.

      There isn’t a definitive “you have to have THIS” to win these older complaints.

  24. Kara says

    Great, thank you. I was amazed to get statements of accounts from all of them to be honest. I’ll give them their 8 weeks to respond but am putting stuff together in the meantime. Incidentally, do breaks of a couple of months between big periods of repeated borrowing weaken the overall case? I think there were times when I muddled through before falling back into it all again…
    Thanks again.

  25. J Lawrence says

    I complained to Payday UK and they requested I send my bank statements. I complained again saying they had not responded to my original request of a list of my loans. They then sent this information with an offer within 4 weeks. They had upheld some of my loan and said 4 were undecided, not sure what to do when they are undecided to I go to Financial Ombudsmen

  26. Jess says

    Hi Kara, yes you can still make a claim my loans were from 2008 and I had multiple loans which I constantly rolled over I am surprised that I have received direct offers from payday express and payday uk without going to the ombudsman

    • Kara says

      Thanks Jess. It’s been about 4 weeks since I first approached them so hopefully i’ll receive offers – at least from PDE and PDUK – within a month or so. I’m hoping they’ll include their sister companies (Express Finance and Month End Money) as PDE initially sent me a statement that didn’t include Express Finance.

      • Sara (Debt Camel) says

        PDE and Express Finance are the same lender. As are MEM and PDUK. They must cover all loans and if they have omitted any from the statements, tell them.

        • Kara says

          Thanks. It’s hard to know what they’ve missed as the loans started in 2007 and I can’t get bank statements going back that far. There also seem to be some loans where PDE made the deposit but the repayment was taken by EF – is that normal?

  27. Catherine says

    PDUK (MEM)have failed to respond to adjudicator from October 2017 and a further nudge from them in November 2017 who has agreed all 13 of my loans except the first one were unaffordable. I initially complained to PDUK back in September 2016. All loans in previous 6 year period. They upheld my final 3 and offered me £500. Complained to FOS straight away. I’m now in a queue for the Ombudsman. What happens if there is still no response? Incidentally I have reclaimed over £6000 from several other companies so that was a success but I just want this over with now as it is my final complaint.

  28. Julze says

    I’ve sent away myjar to ombudsman tonight.

    I sent them bank statements and they still refused to make an offer. Seems strange as you could clearly see on my bank statements that I had another 3 companies I was borrowing from at the same time.

    They said I left and average of 26 days apart. But I had to do that as I could only borrow once a month cause there loans only lasted for 15 days.

  30. Ben says

    Hi,

    Just trying to get my head around how to sort my mess out.

    I have 4 loans (I think) with Instant Cash Loans (Payday Express) the first amount I can’t find out off my credit report:
    2. £450
    3. £680
    4. £720

    these are between March 2013 until July 2013, I have defaulted on the last in late 2013 and I have had my head in the sand ever since.

    At the time I was withdrawing the loans for my parents due to a variety of reasons (Dad had cancer) it just spiralled out of control. Is it worth pursuing the refund? The loans they gave me where wholly unaffordable and I was never even asked why I wanted the loans.

    I have cleared 2 other debts on credit cards with lowells and I also have some debt with a Hillesden Securities but I have no idea what this is in relation to. Who do Hillesden collect for? Does anyone know?

    Thanks very much for the insightful posts and articles, I’m now not afraid to tackle these issues.

    Ben

    • Sara (Debt Camel) says

      The Payday Express loans is definitely worth a complaint – it sounds as though they gave you the 3rd and 4th loans before the second was paid off and each time you were borrowing more – classic signs that you were in trouble and they should have looked into your situation more closely.

      Hillesden Securities is a subsidiary of the big debt collector Cabot – you are going to have to ask them what the original debt is as it could be from any lender.

      ” I’m now not afraid to tackle these issues.” excellent – it’s tough to face up to a previous mess, but it’s actually less scary than pretending you can ignore it because it’s always there in the back of your mind.

      • Ben says

        Thanks for the reply.

        I’ve sent a request to Payday Express for details of the loans I took out with them today.

        If the debt has been forwarded to a debt collection company (BW legal) do I need to go to them instead of Payday Express. From reading up on various sites there seems to be differing opinions on who is responsible .i.e the original lender or Debt collection agency. I think the act that was quoted was Section 189 of the Credit Consumer act.

        On the Hillesden subject, if I request details from them am I then acknowledging the debt. Its from 2009 but the default wasn’t registered until 2014 I have absolutely no idea what it could be. I haven’t received anything from them in terms of recovery. Am I best sorting the payday loans first then move onto that one. I guess I’m asking if my account with Hillesden is ‘dormant’ for the time being is not ideal to wake them to my account until I’m in a position to fight it/or resign to it once I know what it is.

        Thanks again.

        Ben

  31. Nick says

    I have sent my final settlement response back to payday uk for them to refund all 20 loans… How long do they usually take to pay out ?

  33. Emma Jones says

    Just got offered £1000 off my last loan by The Money Shop leaving 180 to pay ( I’ve been paying the loan off via a debt collection agency). I wrote to them back in September and followed your instructions but as I didn’t hear anything I put a complaint in with Financial Ombudsman in December 17 and still waiting to hear. They are asking me to return and accept the offer, seems fair to me but should I hold on for the FO?

    • Sara (Debt Camel) says

      Well £1000 off sounds nice, but is it a good offer? It’s best to separate out the last loan when doing these figures.

      So:
      – how many loans have you had from TMS and over how long a period?
      – how much interest did you pay on the loans ignoring anything you paid to the last defaulted loan?
      – the last loan – how much did you borrow? how much (if anything) did you pay to TMS for the last loan? How much have you repaid to the debt collector for the last loan?

      You may not know all of these figures.

  34. Kara says

    Payday UK and Payday Express have both informed me that they haven’t been able to deal with my complaints in the 4-week timeframe that they initially hoped, but that they will provide responses by 8 weeks as is required.

    I’m also now wondering if the statement of accounts from Payday Express is incomplete as the first deposite is phrased differently to the subsequent deposits. I did ask them to confirm if the lists were complete but thy have ignored that. It’s more than 6 years and i can’t get bank statements to verify. Has anyone else had incomplete lists sent through?

  35. P says

    My adjudicator says I have 17 loans which I should be refunded all loan amounts were between £100 and £400 but they won’t give me detail of the loans how will I no a good offer I’m stuck

    • Sara (Debt Camel) says

      Have you asked your adjudicator about this?
      But at the moment I suggest you wait until TMS has replied to the adjudicator. If they agree, you can then ask for a list of loans. If they don’t,l well this is going to the Ombudsman anyway.

  36. anon37 says

    Update on my PDUK PD UK 3x loans 6-7 years old 2 rolled over multiple times complained in Aug 2017. Declined loan 1 and unable to determine on loans 2 & 3. Requested further information from me (bank statements etc..) was not happy giving them the information directly so went to ombudsman.

    Financial Ombudsman found all 3x loans in my favour + 8% interest. PDUK agreed and case closed pending payment Jan 2018 so not a long wait for me from the FO.

    • Kara says

      Well done, that’s a great result. Payday UK we’re the start of my 6-year payday loan problem which started in 2007….I complained to them 6 weeks ago and they have provided a statement of accounts but no proper response yet.

  37. Sarah says

    I have accepted an offer from pay day uk and sent in further statements for loans that couldn’t be determined anyone else done this and how long did you have to wait for a response on other loans thanks

    • Julze says

      I have did the same… I got an email back the following day, it said they would get back to me within 2 weeks… it’s been 8 days since I sent them…

      Fingers crossed for you and me :).

      They paid out on 4 loans for me. Said 4 were lent responsibly and 5 undetermined. So sent the 5 statements away.

      If they come back responsibly lent I will send to fso.

  38. Julze says

    Did you send them to the email address on the letter?? It’s slightly different from the normal one. I also put the complaint reference in the heading..

    • Sarah says

      I posted them first class same day I hAvent even had payment and I sent that via email on same day and got acknowledgment and that was 6 days ago

      • Davy says

        I emailed my statements then called after a couple of days to make sure they had received them. They confirmed they had and were investigating. within a week I had the offer (all refunded plus interest). I filled in the form and scanned a copy back to them. They said upto 14 days for payment bit in reality it took 3 days.
        Hope this helps

        • kirsty says

          can I ask Davy when you say you had them all refunded do you mean the actual loan or just charges and interest ? asking as i am waiting to hear back regarding multiple loans and trying to get an idea of what I may be entitled to ! thanks

      • Jess says

        My first payment was under week but the larger payment was 14 days to be exact just be patient they will pay you

  39. Julze says

    Hi guys. Got a second offer today. They accepted for 2/3 with another offer of £537.00.

    Still waiting on reply for other 2 as sent them a few days after first 3..

    So far paid out on 6/11 … I accepted as I really do believe I would have struggled to claim the first couple. All lowish amounts and I didn’t roll them over..

    So far £1800 back from payday uk and 2 more loans to hear back about. That includes interest.

    • Sarah says

      I got my response today as well :) and all loans now paid out accept the first two I took which I’m cutting my losses on and these were only small amounts

      • Julze says

        Hi no not yet sarah.

        I sent it back last Thursday so they should have received Friday. Hopefully it will be tomorrow. You?

        • Sarah says

          No I haven’t I knew you sent yours back the same day so I was curious if you had received anything as my last one got paid on day 5.

          • Sarah says

            I sent it via email and got the acknowledgement on Friday to say had been passed to finance dept i rang today and the advisor said the wording wasn’t right so don’t think it will be accepted then got out on hold and said manager said it will be fine but I’m a bit torn whether to resend just in case

          • Julze says

            The wording wasn’t right?? That’s weird. I will give a call tomorrow if I don’t receive it. Cause that will be my day 5 I think.. we’ll a week since they will have received it. Let me know how you get on tomorrow.

        • Sarah says

          yeah apparently off the acceptance form I copied and pasted but i did nothing different from when I sent the first acceptance. I’ll let you know what happens

          • Jess says

            Hi Sarah

            I had refunds from payday express they do take their time to pay payment is usually ten days after acceptance my last payment came the end of the day on the 10th day

          • Julze says

            I called them. Said it was processed today. So either tonight or tomorrow money will hit my account.

            Still waiting on a reply for my final 2 loans.

        • Sarah says

          That’s be finished with them now all loans paid exact first two but they were only small amounts so I can’t quibble as had 4500 off them altogether. Hopefully they will go in your favour as well ????

          • Julze says

            Fantastic ????????…. I got my money tonight…

            I’ve had £1800 back. It’s so amazing for money I thought was long long gone

      • Jen says

        Sarah and julez
        Hi have you 2 had any payment yet, trying 2 work out when mine will be in, they confirmed that accepted last tue with this in e.mail, you are a few days ahead of me, so hopefully soon
        Tia
        All settlements are processed as soon as possible within 28 days of the date of acceptance. Please note these are worked in strict order of date received to treat customers fairly.

        • Sarah says

          My first payment was made on day 5 but this second payment I’m waiting for is now hitting day 8 my email said within ten days of acceptance so im wondering if they have getting a back log

  40. Jess says

    Well done every I’m glad everyone is receiving success. I have had a total of over £5k from payday express and payday UK. I am still awaiting to hear from provident, pounds to pocket and quick quid all these I have had to refer to the ombudsman.

  41. Kara says

    Had 2 offers today, 7 wks after submitting complaints.
    Payday UK think 4 loans were responsibly lent, 5 undecided (please send statements, credit file from 2008 etc which I can’t) & 2 loans to be refunded at £1200. Will have to send to the FOS as I don’t have statements or my credit file from then, although I do have statements of account from other lenders at the time…
    Payday Express said 1 was responsible (the 1st), 3 were cancelled / no interest & 23 were unaffordable so they are offering a refund of £6.8k.
    It’s odd that the 2 responses are so different for the same time period with similar loan amounts etc.

    And the FOS also called to say they’ve asked QQ for their files in relation to the 13 loans I had with them, for which they offered £12 plus interest!

  42. Kat Kat says

    I am so glad I found this site!! I was in a real mess starting in 2012 with Wonga, then it spiralled out of control and I ended up with four payday loans (Wonga, Lending Stream, My Mate and Swift Sterling) literally crippling me! After finding this site, I decided to look right right back at my bank statements, it took HOURS, but (and I’m ashamed to say this) I lent almost £15,000 in three years! Imagine the interest on that! I have now emailed the template to the three UK based companies, and will look again at how to so Swift Sterling, as they’re Malta based. But Really, I just want to say thank you for the information on here. I was widowed 2 years ago, with 3 young kids, this interest would be a god-send to receive! Fingers crossed! Thanks again x

    • Kara says

      Good luck Kat Kat. People are really helpful on here and, whilst everyone’s
      complaints are different, i found it really
      useful to read about the different cases and final responses issued by the lenders whilst my complaints have been going through. I hope you have an easy time getting back what you are owed.

  43. Kara says

    Payday UK have offered me a refund on 2 loans & said they are undecided about 5 loans and require bank statements etc. As they were issued in 2008 I can’t get bank statements but I do have pay slips & details of other payday loans & financial commitments at the time. I can’t decide whether to send this stuff and hope for a quick resolution or to go the FOS straight away. Has anyone else sent in stuff other than bank statements and had a good result?

    They have also said that I can accept the refund for the 2 loans in the meantime.

      • Kara says

        11 loans from 2007:
        1st deemed affordable
        Next 5 undecided
        Following 2 (2008/9) deemed unaffordable
        Following 3 (after a big gap) deemed affordable

        • Kara says

          Sara, does it make sense for me to accept the refund on the 2 unaffordable loans in the meantime? Do I just need to be clear that I am only accepting their decision in relation to those two loans?
          Thanks.

          • Sara (Debt Camel) says

            If you are happy to not get a refund on the last three loans, then yes, you may as well send them the information you have . Say you are only accepting their offer on the two loans on condition that you can also send the other 5 loans to the ombudsman if they don’t give you a refund for those as well.

  44. Julze says

    I’ve checked my credit report and it turns out I have 2 searches from payday uk on there. One in November and one in December.

    I have emailed and asked why this has been carried out. I was under the impression you had to grant permission for a credit check to be carried out. They have also carried them out on my old address.

    • Sara (Debt Camel) says

      When you borrowed from a lender, you will have given them authorisation to make administration searches. If that’s what these searches were, then they don’t harm your credit score. You will only get compensation if they were “hard searches” that were visible to other lenders.

      • Julze says

        Thanks for reply. Wasn’t really compensation I was after. Was just concerned that they searched twice. I’m not sure what kind of search it was.. just noticed them as they are the only 2 in almost a year.

        Thanks for your help

  45. Natalie Paterson says

    put in a complaint with several companys, just received a final response from paydayuk to say they lent responsibly to me even though i was using 3 different companys for loans at the same time i was paying them back then borrowing straight away again, i have now put my complaint in to the ombusman so fingers x..
    thank you for the great advice on this website its been invaluable.

    • Han says

      I had the same response with PDUK! I had 22 loans with them so i have sent to the Ombusment with bank statements.

  46. Bec says

    Hi does anyone know what the time scales are like with the money shop? My adjudicator has found in my favour and given them a deadline of the 8th Feb to respond. I just wondered if they replied during the timescales? Thanks

    • Marty says

      Same here adjudicator gave them to the 8th to confirm they would settle complaint and or object ask for Ombudsman or have further evidence to consider. Haven’t hear yet pretty nervous it’s took me a year to get this far just want it resolved.

      • Marty says

        I heard back today that they agreed with adjudicator although the offer is only about 2 fifths of what I paid back (taking away principal sum)

        Is thus right Sara?

  47. Jen says

    Hi all I know the FOS are really busy now, called on 23/1/18 for an update, I explained that I knew all loans were over 6 years old but I has saw on line that they were looking at older loans now, lady looked into the info they had, orginal complaint sent to FOS on 1/9/17, she replied by e.mail to me on 25/1/18, they looked into it and found PDUK had sent SOA to them on 26/9/17 with an offer of loans 3-6 which I have accepted as 1&2 were small, think it was sitting in a que to get looked at by adjucator, had confirmation from PDUK they will pay my interest in 28 days, I have been calling every 5-6 weeks for an update and nothing till I mentioned I saw on line that PDUK were looking into older loans and accepted an offer in 2 days, well worth a phone call if anyone else is in same situation, waiting in the que

  48. Peter says

    Hi. Back in 2007 I took out a payday loan with the Money Shop. I was a full time student at the time. It was pretty easy to walk into the shop and borrow £100/£200. I repayed the loan but then they increased to £500. I was rolling this over month to month as I couldn’t afford not to take the loan out again because of bills and rent. The £500 was more than the part time wage I was earning. I did this for more than 3 years borrowing £500 a month. I was also getting hit with bank charges each month because I didn’t have the money to cover the the repayment. I literally do not have any statements, the bank account I had with Halifax is now closed. The questions is can I still make a claim and what are my chances with the Money shop? Does the fact I was a full time student at the time help my case? What is the best email address to send a claim to the money shop? Any help / advice here is very much appreciated. I have calculated I borrowed £18,000 over 3 years.

  50. mkane says

    Hi
    I recieved my Final Offer from PDUK today, instead of sending my acceptance via post I emailed it instead. Do you think they will accept it and how long do they usually take to pay out? This is my first response from a lender, I am waiting on a few others. Thanks in advance :)

  51. Adam says

    Hi.

    I have started a few claims against some lenders now and have a couple of offers, but I have referred them to the ombudsman.

    I also want to make a complaint against payday express, but does anyone have a contact email for where to get a statement of account now that they have closed? Can I just email the moneyshop with them being part of the same company?

    Also, I received a refund from payday express a few years back. I got a letter from them through the post stating that the FCA had advised them to make refunds to certain accounts. I accepted this refund, so would this affect my ability to be able to make another complaint now?

    They did continue to lend to me after the refund.

    Thanks
    Adam

    • Sara (Debt Camel) says

      If you have already had a refund from Payday UK, this would typically have been quite small and given for minor processing problems. You can definitely still ask for a refund for unaffordable lending.

  52. Jo says

    Hi. I had a complaint against payday UK and payday express which I accepted their offer. They also said they could not determine whether another 33 of these were irresponsible and to send in various months and years bank statements along with my credit report. I however can’t get these bank statements as I am in arrears with the bank.and it’s getting handled by a specialist team. I did call and they said they would try to send out the statements. This was 3nweeks ago. Will my credit report be enough for payday UK and express? Surely it would show enough detail? Any help would be great.

    • Sara (Debt Camel) says

      I would send them your credit report and say if that isn’t enough you are sending the complaint to the ombudsman within a week. 33 loans is a LOT, no reason to delay here. You also need to call your bank again – they can’t refuse to send you old statements – make sure you explain it is because you have a complaint against a payday lender, that often makes a bank sympathetic!

      • J says

        Hi Sara. Thank you for your response. I did state to the bank this is why I needed so many statements, however the person I spoke to wasn’t too helpful. She said they would try but couldn’t guarantee they would be done for me. Unless i maybe got an exceptionally unhelpful person! I have sent my credit report to them today. They already have given me over £5000 back but obviously these other loans should be investigated. I’ll wait on their response and if not heard anything within a few days I’ll let them know I’ll got the FOS.

  53. Peter says

    Interesting development. I thought I’d try calling them directly and see if they would provide me with a statement of accounts from 2008. To my surprise, they advised me to go in store and pay £1 and they will send these out to my current address. Should take no longer than 12 days but will speed the process up. They did ask for the reasons why I am requesting these after so long and I explained I am going back through my financial history to investigate bank and loan charges. I think they have a pretty good idea. I’m pleased because I do not have any bank statements or pay slips so this should get around this issue.

    I do have a couple of questions though. If I took out a loan of £500 a month, what charges/ interest am I specifically able to make a claim for? I can then calculate a figure to request back. Thanks for your advice.

    • Sara (Debt Camel) says

      You do NOT need to calculate a figure to request back – just ask for a full refund of all charges and interest added. Keep your life simple!

      if you get a statement of account, that should show what you were paid and then what you repaid – the difference is the amount you want refunded.

      • gill says

        with regard to trying to get a loan history statement from TMS, I requested my loan history in December 2017, TMS ignored repeated emails from me requesting this. I phoned and spoke to someone in the middle of January 2018 and was told I had to send a cheque for £1.00 to them and they would then send me my details. I sent them an email saying that I wanted to complain about All my loans with them and as they hadn’t bothered to reply to my polite email requests asking for my loan history that I would report them to the Financial Conduct Authority ( which I did, just a brief email, so they have a complaint on file) …TMS then emailed me my complete loan history after 2 days!!! ..

  54. Peter says

    Hi Sara.

    OK that’s the approach I shall take. I cannot even remember what the charges were from the Money Shop.

    • Sara (Debt Camel) says

      The Money Shop usually worked by taking a post dated cheque from you for £200, say, and giving you £168 (or something) in cash. The difference between these two amounts is what you want refunded. how much they charged varied at different times so you need the statement to find out.

      • Peter says

        Hi Sarah,

        Thought as much. I believe we can charge interest too right? My circumstances at the time were somewhat unusual. I was a full time student and getting charges from the bank left right and centre for going overdrawn. I’m wondering if I have a case for asking for the bank charges back too as I could claim this was due to their irresponsible lending. Have you heard of any cases whereby the payday lender has refunded bank charges to the claimant?

        • Sara (Debt Camel) says

          The Money Shop will add 8% simple interest to any money refunded. Again you do not need to calculate this.

          There is no reason why a payday lender should refund your bank charges – you will have to complain to the bank if you feel they were excessive.

  55. Bev Nelson says

    Well I;’ve had a strange ”out of the blue” email today from Lending Stream. Made an affordability complaint to them 2 years ago re 3 loans which they acknowledged as unaffordable and as part of the resolution they agreed to close my accounts, request no further payments and offered me a redress of around £160 which I accepted and they duly paid. The amounts outstanding on the loans weren’t huge and I was quite happy with their offer.
    I recently checked my credit file and was shocked to see that these 3 loans are still on my file so I wrote to them requesting these be removed since everything was settled 2 years ago.
    Today, bizarrley, they have come back to me and said they won’t clear the 3 off my account because ” the lending industry and the regulatory bodies rely on accurate reporting to the credit bureaus in order to ensure that correct lending decisions are being made, when it has been reported genuinely” ?? whatever that means. THEN, they have offered a tefund of £131 for one of the loans explaining that it is the interest calculated for that particular loan?? They have provided no statement or breakdown of how they have arrived at this figure either. How weird?
    I didnt make an affordability complaint this time round, I simply requested the loans be removed from my credit file but the fact they have come back with a refund out of the blue is making me suspicious that I could actually be due more?
    Sara – what do you make of this?

    • Sara (Debt Camel) says

      First it is a pity you didn’t clarify with LS what was going to happen to your credit record when you accepted their offer. Hav ethey said this extar £131 is a goodwill offer?

      What is your credit record like – are these three LS laons the only problems on it?

  56. Bev Nelson says

    My credit report is not great – well the score is poor. I currently have Lending Stream, Peachy and Trusted Cash still on there despite all accounts now cleared for over 2 years. I wrote to all 3 named companies, Peachy have agreed to remove but both Trusted Cash and LS say they have to remain on there for 6 years – which means next March 2019.
    No idea about the £131 just that they want to offer a refund as this loan was provided in quick succession.

    • Sara (Debt Camel) says

      Payday loans aren’t a problem for your creduit score – what matters is defaults and missed payments. Do you have those for other non payday loan debts?

  57. Bev Nelson says

    I have one CCJ which is due to come off end of this year ( 6 years will be up) and yes, I have arrears owed on a secured loan which we are currently in an arrangement paying off.

  58. Julze says

    Still waiting to here back re: the last 2 loans I sent bank statements back for. The 2 weeks (that the say they aim to reply by) is up tomorrow. These are the final two and my complaint will be closed with them.

    Myjar as with fso.. I sent away bank statements and wage slips that they requested last week.

    I complained about wonga but haven’t heard a single thing from ombudsman. I might resend as they replied about MyJar quickly

  59. Jess says

    Hi I used the letter template on here to put a complaint in. They have since emailed me back requesting me to send bank statements, payslips and any other additional information in relation to my financial situation. I don’t have bank statements or payslips from that period… it was 7 years ago. Please can you give me any advice where to go from here. Thanks

    • Sara (Debt Camel) says

      Tell them to consider your complaint as it stands. If they reject it, you will need to provide bank statements for the Financial Ombudsman – but you can get these, even from closed accounts.

  60. Steve Castle says

    After a few emails with PayDay UK I got an offer of £2000 on over 40 loans in 2008-2012. That was with no bank statements just my credit report. They claimed half the period time they could not make a decision as no statements were available.

    Should I accept or challenge?

    • Sara (Debt Camel) says

      Have you tried to get bank statements? they usually can be obtained even for old/closed accounts. Does this offer include 8% added interest?

      • Bev Nelson says

        But can you though? Get Bank statements going back over 7 years? I could do with mine going back 10 years but everything I’ve read states that there isnt a requiremnt for Banks etc to keep anything like this and you can’t get them?

      • Steve Castle says

        I went to the bank which has since been taken over and was advised the as the account is closed and over 10 years old they can no longer provide or Access statements and yes the offer included 8%

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