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
Jo says
So… my first offer came today from PaydayUK for £1,200 interest refund which I am very happy about and I will accept.. Don’t give up people!!!! Thank you so much for all your help!!!
Damien says
Hi. Just want to say massive thank you to all people that shared their stories and to Sarah for setting up this incredibly helpful website. I made complaints to Payday Express and Payday UK few months ago. I have now received a settlement into my account and final decision from FO on the other. In both cases it was agreed that only first loans were affordable and rest of them were not as the lenders did not carry enough checks. Total just over £1000 back in the pocket. Could not be happier with the outcome. Thank you all and keep claiming back what you are owed!
Maureen says
It’s two weeks today since settlement form went to Payday UK from adjudicator. PDUK have advised they received it and said they have until 23/02 to pay, what is anyone’s experience, do they take the full 4 weeks please?
Jen says
Think so if it went to the FOS I’m waiting on PDUK also, saw a few people with it back in a few days if they settled directly, but like u I’ve a settlement tro FOS and think they are goin to drag it to the full 28 days, I’ve been told before the 27th for mine
Emma and Dave says
Pduk accepted my adjudicator decision on 1st of February and I got my money yesterday
Jen says
Good to hear I’ll give them a bell when I finish work in case it’s sitting in a “to do” pile thanks
Maureen says
That was quick Emma and Dave! Just over a week.. They accepted my adjudicator decision 17th Feb, I signed form 23rd Feb, adjudicator sent over 24th….still waiting. I did ring and confirm they had it, thought she might have processed it whilst she had it in front of her but obviously not, that was after spending 2 days trying to get through to them on the phone!
Jen says
Got tro on the phone earlier 2day, got not a very pleasant woman saying the FOS claims take longer 2 process and they still have plenty time to pay, no dates when it will be in, think Emma n Dave got lucky with whoever opened their acceptance
Maureen says
I’ve just had an email from PDUK today to advise the sum being redressed and that I will receive it within the next 5 days. Hopefully you get yours soon too Jen.
Maureen says
They did send it to an email address I used when I had loans with them but fortunately I t’s still active. The letter does state they are working within the 4 week deadline given by the FOS so I’d assume you’ll hear within that timescale for sure
Maureen says
Aah fantastic news Jen…they definitely kept you waiting till the last minute! Enjoy spending!
Jen says
Thanks, school trip and gas bill paid ta
AK says
Emma, Dave, Maureen, did PDUK answered to the adjudicator on time? The adjudicator asked them to answer by 13th but I haven’t heard from the adjudicator yet.
Maureen says
Yes I think it was around 10 days for me that they got back to them to say they agreed.
Maureen says
And the money has just arrived in my account now Jen.
Kara says
My Payday Express case is now closed, 2 months after I first e-mailed them. They made me an offer at approx 7wks which was a refund of all but the 1st loan. The money was in my account about a week and a half after I returned the acceptance via e-mail. The only trouble I had with them was obtaining a complete SOA which I needed to submit to the FOS for my complaints about the other lenders. I eventually got the exhaustive list of loans after their offer when I told them I couldn’t accept it until I had the full statement. It was emailed within the hour.
J says
I have a complaint in with Wageday Advance. The 8 weeks is up on Friday. I got an email todu asking when and where I found out I could complain. Should this even matter?
Sara (Debt Camel) says
No! But you can reply if you want, just be honest, there are no right or wrong answers.
Eva says
I had the same email from them just before the 8 weeks. I replied how I heard about that and wrote little again why I think the loans were unaffordable and the next day I had Final response with loans upheld except first 2.
Julze says
Called payday uk yesterday because the 2 weeks had passed and they said my case handler hadn’t looked at it and she was going to email them.
Has this happened to anyone else?
Just the final two loans I’m waiting to hear about now.
Mr W says
Hello All,
I submitted a complaint to Payday Express and it was acknowledged on 22nd January, after submitting statements I’m expecting a final response by 1st March as they have stated.
My question is… As Payday Express & Payday UK are the same company – are they going to include both loans in there settlement? (Fingers crossed they do, and I have all the ins/outs ready incase)
Thanks
Sara (Debt Camel) says
have you also complained to Payday UK?
Mr W says
No I haven’t as they are the same company, should complain separately?
Sara (Debt Camel) says
You need to make it clear that your are complaining about loans from both brands, I don’t know if you have done this or not.
Julze says
I received a final response from payday U.K. And they have sent me someone else’s ????…
Has this happened to anyone else?
I am very concerned someone else now has all my details
Sara (Debt Camel) says
It has happened a few times. Ask for compensation for the data breach – £50-£100 is the going rate.
Julze says
I’m so shocked. I’m really concerned. I had so many loans and it really embarrasses me how dependant I was. I really don’t want they details passed on to anyone.
Julze says
That’s me received my final decision and last 2 being paid.
I have emailed to ask for compensation and ask if my details have been shared.
Thank you everyone here. I can’t believe after a few emails I have received so much money back that I thought was gone for good.
Sara you are fantastic :)
Simon says
I received a court claim from Asset Collections for Lending Stream payday loans. That prompted me to make an affordability complaint to LS and I advised Asset collections of this.
Asset Collections emailed saying they would pause their collection activity for 14 days and would advise again after this time.
LS acknowledged my complaint and they are still investigating after 3 weeks.
BUT on 16th Feb I received a court judgement telling me to pay – Asset Collections had continued with court claim even though they acknowledged LS are investigating.
I thought collections agencies would wait for a lender to complete investigations first??
In addition to the above I have 2nd court claim just at the acknowledgement stage also from Asset Collections for a 2nd LS Loan. Can I do anything to make AC stop until LS have finished?
Thanks
Sara (Debt Camel) says
“I have 2nd court claim just at the acknowledgement stage” could you be clearer about this, have you received a Claim Form for this debt?
Kelly says
Just received my final response from TMS – they have agreed that 3 out of 5 loans were unaffordable and have refunded the interest. The last loan had been sold to BW Legal so the redress will clear that large amount and I will still receive over £80 actually paid back to me! Extremely happy with that result. They did ask me for statements and my credit report for a time period as he could not determine whether they were affordable but as he did acknowledge they should have asked more questions I was happy to send them over
Charlotte Clark says
I borrowed from pay day express 20 months in a row from 2009-2011 I complained last January they rejected it as 16 of the loans were over 6 years. I then forwarded to fo in march last year. I rang for an update today and they said that payday express are still rejecting the complaint as I took out a dmp in 2011 so should have known then that I could complain for unaffordable lending. I had no idea until I read these posts last January. The fo is making a decision now on whether my explanation is enough to continue. What is the likely outcome that this will be accepted
Matt says
Hi All.
Has anyone had loans from 1st Stop? There’s not much noise about them on here
I have multiple loans on my statements in 2013/2014 from “1st stop home loans”
I raised my complaint to them and they basically listed some trading names saying they were associated to the “current” 1st stop group. I’m guessing this is a bluff on their behalf. I have just sent to ombudsman anyway. I’m certain theres no one else it could be
I know it sounds strange that I can’t even remember but I was in a horrible cycle back then.
Elle says
I am having the same trouble. They said they didn’t have any records even though the debt Is within last 6 years. I challenged this and then said to go to TM Legal as they had the debt… I have asked them for contact details for them. So fingers crossed ????
Mark says
I got a letter a few days ago offering £75 from payday U.K. as they left hard searches on my account in August 2016 , would I be able to try for more , I had loans out with wonga about 5 or 6 years ago that crippled me with interest and took forever to pay off and lending off family , just wondering if I have a case to try get more or just accept the £75 , thanks
Sara (Debt Camel) says
Hi Mark, to get more you would probably need to be able to show that these incorrect hard searches had resulted in you being declined credit or getting it at a higher price at some time from Aug to Nov 2016 as they were deleted at that point.
BUT have you looked into whether you could get a refund of the interest you paid to Wonga years ago? See https://debtcamel.co.uk/payday-loan-refunds/ which has template letters. People are getting a lot back from all payday lenders, even if they repaid their loans on time.
Jen says
Update on payday express over 6 years, received this today, from FOS, looks like they are waiting now same as Wonga &QQ.
We’ve now heard from the business and they’ve advised that they feel that we are unable to look into the loans that you took out. This is because we have very strict rules about what complaints we can consider. One of these rules is that we can only consider complaints that have been raised with a business within six years of the event in question (which would be when you took out the loan), or three years from when you was aware, or ought reasonably to have been aware, of cause for complaint.
This is an issue that we’re currently looking into, but it may take some time for us to reach a decision on this. As soon as we have a further update for you, we’ll be in touch.
davy says
I have had the same response from the money shop (via the FOS)
Sarah – are you aware of PDUK/PDE/TMS now NOT looking at older loans
Thanks in advance
Sara (Debt Camel) says
news to me…
Bob says
Hi everyone,
Firstly thanks to this website and comments – very useful!
I had taken a number of payday loans from 4 different lenders between 2012-2013 and too got caught in a debt spiral.
I made complaints to all 4 lenders on the 16th Feb 2018
All 4 have acknowledged my complaint.
Payday UK got back to me on the 20th requesting bank statements and my credit report.
I emailed back explaining that I don’t have bank statements from that period, but did have copies of my payslips for that time, so emailed them instead.
I got an email back the next day saying bank statements would help them with their investigation, but they could review my case without them. I responded and asked them to assess my complaint based on the evidence they have.
Bob says
On the 27th of Feb I get a final response letter. They accept my complaint – however reject my complaint regarding loans 1&2 as they were small and considered “affordable” (£50)
On the remaining loans they have considered them all to be unaffordable and have agreed to refund all interest plus 8% interest for each year also. They will also remove the details from the CRA’s
Bearing in mind the total interest I paid on their loans (including the rejected loans) totalled just over £800, I am more than happy to accept the £1000 offer they have sent.
They have acknowledged receipt of my acceptance and the funds will be paid into my account in the next 10 working days
This was done very simply by tailoring the template on this website and all done via email
I haven’t heard back from the other lenders yet, however I was expecting 8 weeks before then waiting for the FOS to deal
All in all very impressed with this, and all thanks to the content on this website!!
Many thanks, and I will update as and when I hear from the other lenders
Mo says
Hi,
are we supposed to send two separate emails to paydaycontact? I have had payday loans with PaydayUK and PaydayExpress (some at the same time). Should I send two separate complaints to the same email or should I just complain about both at the same time as it is essentially the same company?
MO
Kara says
Yes, two separate complaints. I did the same & got 2 very different final responses despite the loans being at the same time & for similar amounts etc. Payday Express offered me pretty much all the interest back whilst Payday UK offered only 2 out of about 13 loans and asked for bank statements etc to consider more loans so I just sent it to the FOS. They must review the complaints together as they always replied to my emails at the same time and sent their final responses within a couple of hours of one another (approx 7 weeks after I complained).
Sara (Debt Camel) says
Yes 2 separate complaints is best.
Mo says
Thanks both. I have submitted my complaint for both together last night. Should I send two follow up emails or just leave it as it is?
rebecca says
Hi
I have sent my settlement form to TMS I understand they have 28 days to pay out. Has anyone received a refund and how long did it take? Thanks
Andy says
Hi I had some loans with TMS in 2006 which did not show on my report which they sent me back when I questioned them they said they will not consider these loans as I they were not part of the FSA UNTIL 2007. Can I still demand details as these will show that my problems started before the first loan that they are considering as I am sure they will try and say that they were unaware until the 3rd loan. Also the TMS had many different loan company’s if these were fsa approved could I argue that they were in fact governed by the FSA rules. I would be grateful of any advice or if anyone else has come across this. Thank you Andy
Sara (Debt Camel) says
The Ombudsman will not consider any complaints pre April 2007, doesn’t matter who the lender was. If the complaint goes to the Ombudsman for the post 2007 loans, tell the Ombudsman yiu had earlier loans which you would like considered not for a refund but as background evidence.
CedarBee says
Hi Sara,
I have a claim against PDUK which is currently with the Ombudsman. The loans are older than 6 years and I was on a DMP but obviously didn’t know about the possibility of reclaiming until last year.
I just wondered if this type of claim is stuck in the same manner as the QQ claims over 6 years (indefinitely awaiting the test case) or if it’s just a case of waiting for it to be assigned to an adjudicator?
Thanks
Sara (Debt Camel) says
PDUK are paying out on over 6 year cases, but sometimes they are difficult if you have been in a DMP, arguing that going into a DMP shows you knew you should have complained – which is of course nonsense. So don’t be surprised if this has to go to the Ombudsman.
Matt says
Hi
I had numerous money shop loans over 6 years ago. Is it true you have to obtain statements from the shop you borrowed or do I contact them via email?
I’m guessing as it’s over 6 years they would’ve destroyed them?
Anyone had any luck with this?
Many thanks
Sara (Debt Camel) says
People have had Money Shop refunds over 6 years. They don’t routinely destroy data. Pop into your shop if it’s convenient or email and ask for a list of the loans.
Sheena says
Hi i requested a statement of my account from PDUK as i an trying to reclaim interest etc back. After going through the statement i have workex out that over 4 years i borrowed £2370 and paid then back….. wait for it ……. £19553 ???????????? this was with deferring loand constantly. I cant believe i wad so stupid. They have requested ny crexit file which i have emailed to them. It doesnt make good reading. They have also requested certain bank statements which i havent sent because i haf that account closed years ago. I dont know why but i am not hopeful of a positive outcome for me
Sara (Debt Camel) says
You can get bank statements from a closed account if necessary.
“I dont know why but i am not hopeful of a positive outcome for me” well it sounds like an excellent case to me! if PDUK don’t make you a very large offer, pop back here and talk about it!
Sheena says
Received an email today from payday uk. As I haven’t sent bank statements but have sent my credit file they cannot do an affordability check. They will issue a final response letter to me. Sounds like a big fat no to me
Sheena
Bob says
Hi sheena
I had payday uk do the same thing, they reviewed my complaint without bank statements and upheld my complaint after 10 days
I would remain positive!
Sheena anderson says
Bob thank you. It just shows how you can get into this payday loan trap. The 4 months statements they requested show I paid over £2000 in that time frame to Payday UK and I had my account for over 4 years.
Sheena anderson says
Sara thank you. I went into the bank and the manager printed out my statements there and then. I have scanned them and emailed them to PDUK so we will just have to wait and see.
Nick says
To give them credit so far – after an awkward 2 weeks or so of getting and then understanding my SOA, I put in a complaint on 20th of February. which was acknowledged 2 days later. They asked for more info 8th March, confirmed receipt of my response the following day and yesterday sent an offer. I accepted as it was literally <2% short of what I was expecting given the first few loans were small and (probably rightly) deemed affordable. They agree when it escalated it was an issue. I accepted that late yesterday, but lets just see how long they take to pay before I fully say well done to them under the circumstances. But the customer service has been relatively good during this whole complaint. To put it in context, I opened complaints with Wonga on 29th January and QuickQuid on 1st February. QQ replied the day after asking for more info and the only thing I have had off either since then is an acknowledgement email and then a courtesy email roundabout the 4 week mark from each to say it is still being looked into. Makes PDUK seem ALMOST pleasant to me ha.
Antony Mackintosh says
Hello,
So I’ve just got my response from payday uk 1 day before week 7, and no response from payday express as of yet. From interest paid of approximately £1800 they have offered me £425 on 3 loans. I had a DMP at the end of this whole saga and they’ve advised of the following which doesn’t make a lot of sense to me:
“During my investigation, I have found that a debt management company Step Change was helping you
in May 2014. I think you should have known at this point that you could complain to us, and that you
should have complained within three years of this time. Because you didn’t, I cannot look into the loans
from before 24th January 2012 date”
Has anyone else had this response? What did you do and what happened? I don’t want to accept a low offer (like I did with wonga)… Any advice would be much appreciated
Simon says
Hello I would just like to share my story on here and to encourage others to contact PDUK about irresponsible lending. I stumbled across this issue thanks to the amazing work of DebtCamel. I had around 50 payday loans from PDUK covering the last 6 years or so, when I was trapped in a spiral of payday loan debt thanks to a gambling problem. I am now a year gambling free and decided to make a complaint to PDUK because I had nothing to lose. They asked for bank statements, and again I assumed I had nothing to lose and sent them everything they asked. This was 5 weeks ago and today I got a final response admitting they lent irresponsibly and they made me an offer of £4600! I have accepted it and just wanted to share my story on here and say thank you to the amazing people who run this website. Without their help and knowledge I would have never realised I was entitled to a refund from these payday loan sharks!
James says
Hi, with 50 loans you should have got a lot more than £4600 but depends if you could wait to escalate. I did the same but escalated to FOS and received a fair amount more than the initial offer. Well done anyway and I agree worth complaining.
Sara (Debt Camel) says
Well it does depend on the size of the loans and if they were paid off early. It’s hard to generalise from a number of loans to a refund amount.
Maxine Barnes says
Hi Sara, I have fortunately stumbled across your site and would like to share my experience and would also like some advice please. I made a complaint direct to Payday Express, Payday UK and The Money Shop on the 5.5.2018 after a friend told me I could do so. They all responded to me within 4 weeks. Payday UK said I was out of the time limit so I have now sent it to the FOS. Payday Express and The Money Shop asked me for bank statements and a copy of my credit file as they were unable to determine if they lent me responsibly. I have now received a final response from both of them. Payday Express have made me an offer of £2062.24 from 1 loan but on another 6 loans which they were unable to determine have now said after viewing my bank statements were lent responsibly. The Money Shop have made me an offer of £1478.04 for 3 loans I had and another separate offer of £1079.73 for another 3 loans I had and 1 loan they cannot yet decide whether to determine. If I accept these offers will I still be able to send the ones they are refusing to the FOS
AK says
Payday UK missed their settlement day, 4 weeks given by the adjudicator ended yesterday. Apparently there is a backlog and they are late with all payments. They didn’t even gave me a date when the refund will be paid. Reported them to FOS.
Mrs R says
How strange AK, I settled with Payday UK directly on the 7th March and the funds were in my account on the 13th March.
They told me it could take upto 10 days for the refund to be received so a surprise for me that it came so quickly.far
I wonder why there is a holdup when the FOS makes a decision…
Simon says
Hi AK,
Same here, there final day was today. I have rung and spoken to them every day for the last week chasing it. The guy I spoke to today couldn’t apologise enough and has fast tracked it to be in tomorrows payment. I have had the settlement email from them confirming it will be in tomorrows run.
Suggest ringing them and complaining and also sending the FCA a notification that they failed and cc them in it, this seems to work.
Good luck.
AK says
Thank you Simon. Congrats on your settlement. I phoned them, lady on the phone apologised but didn’t make any promises when they’ll pay and I didn’t receive any settlement email so far. I sent the email to my adjudicator and asked her to contact Payday UK. Hopefully after the adjudicator contacts them they will prioritise my payment, too.
Eva says
Hi Sara,
after a bit of advice. Had PDUK partially upholding my complaint. I didn’t agree so sent off to the Ombudsman and waiting now for it to be picked up. Only now realised why they upheld only partially. Basically had loans with them from August 2008 till March 2009 (1 loan not upheld – fine). Then started borrowing from August 2011 – January 2013 (6 loans in that period mostly rolled over – all upheld). Also was on repayment plan with them and other 5 lenders from July 2012 till Jan 2013 with the help of Payplan as couldnt keep up with all the lenders and repayments.I then had a break from borrowing with PDUK for 10 months (Still taking out loans with WageDay ADVANCE, lendi g stream, TXT loan/my JAR, quid quick, Provident,very,simply be, overdraft maxed out. I then started to borrow from them again from November 2013 to October 2015 (8 loans not upheld). I had 10 months break but I know they will come back to say that after having break for 10 months it was responsible for them to borrow me again. I think they should have known from before that I was on repayment plan and always deferring loans and should have not lend me money again. Do I have a chance of fos agreeing with me?
Thank you
Sara (Debt Camel) says
After a 10 month break, a common thing for FOS to say is that is was OK to lend again but PDUK should have been more careful and stopped when it looked as though you were dependent on the loans, so perhaps refunding 6 out of 8 of the last set of loans.
But cases with breaks are very dependent on the specific details of your case – were you borrowing more than before, had you credit record got better or worse, your other borrowing etc.
Eva says
I stopped borrowing from them because I could borrow more elsewhere. My credit file would definitely be worse as i I had defaults, late payments with every other lender and always in minus with my bank. I’m ready to argue that since borrowi g for years constant rollovers and repayment plan they should have done proper check why I started to borrow again which the reason was I couldn’t manage to get any more lenders on board to pay off and they new me from before. Thank you for your answer
Marty says
Sara, is express finance Bromley part of payday UK / mem. I have discovered I accepted a derisory offer after adjudicator found in my favour and they paid back interest on one loan should have been £800 got £200
Sara (Debt Camel) says
yes it is – if you think they didn’t refund the right amount, or they incorrectly told the adjudicator what your loans were, go back to your adjudicator and discuss this.
Marty says
I’ve went back to adjudicator but heard nothing so went back to payday UK and they have started a fresh complaint and come back with a final response that too old too look at and I should have known unaffordable !!!!! I have told them 6 times it’s about the original redress being well short but still they issued 2 letters ignoring this for 2 of their brands. I even called and explained but they don’t let me speak to the author of the letter and clearly don’t listen !!!
How do I get this resolved Sara ? I’m thinking phone the adjudicator ? I hate this company with a passion
Sara (Debt Camel) says
yes, phone the adjudicator.
Marty says
Thanks I’ve left a message for him to call me. Spoke to payday UK again also was like banging my head against a brick wall the authors of the letters won’t speak to complainants so apparently a manager will phone me within 2 days. I can’t express enough how nasty a company this is and the service levels are appealing contradictory information all the time. I’d advise people to bypass them and go straight to the FO
Eva says
Payday Express – got offer of 4k (including 8% interest) even what I paid back is over 4k alone without the 8%) but refused on the grounds that they contradict every point of the final letter (number if loans is wrong, interest calculated on ‘those loans – well which loans?, upholdind all loans after july 2009 but refunding ‘the three loans’ etc.)the whole final response is a shamble. I’m in dispute with the adjudicator as she agreed with the lender saying the offer of 4k seems fair but I went back and disputed again. She didn’t even look at the case! She didn’t pick up that I had more loans than they said and not even talking about all the other points I questioned. She said she contacted the lender and will see if their response will change her outcome. Well I’ve got a feeling she will come back and agreeing with them again. I told her I need to know how the interest was calculated as without the loan reference I cannot cross check the offer is right! Has anyone had adjudicators like that?
Carly says
Hi Eva,
I can say I was in the same situation as you as one of the payday loans I complained about was quite small, but the adjudicator didn’t uphold my complaint. I just asked for the case to be looked at by an ombudsman as I didn’t agree. Perhaps you should just do that and list the points as to why you don’t agree with the offer etc especially if you think you should have a larger refund. Worst case scenario is the ombudsman will agree with the adjudicator and you’ll get the 4K refunded but it’s worth a try and the 8% added on could make a difference. The ombudsman ended up upholding my complaint
Eva says
I did go back to the adjudicator listing out all the points and questioning it. Used different highlighters on all points. She still didn’t look at it. She never ever answers her phone and only replies when I keep pestering her. The way she’s writing the emails always comes across that they made me 4k offer so it’s fair. But how they got the calculations I still don’t know and know one wants to supply that. Feel like asking for different adjudicator or just Ombudsman but worried she will not forward all my points in question to the Ombudsman. Hoping she does not pick up another of my cases.
Carly says
Can you call the FOS and explain to the person you speak to? Your adjudicator should pass on to an ombudsman. I don’t think mine was very happy when I asked for an ombudsman to look into it as she didn’t reply but it was passed on. So you could just say something like ” I don’t agree with your decision could you please forward for an ombudsman to look into”. It’s what I said so you could do that and see what happens in a week or so then perhaps call the FOS and ask what’s happening with the case.
Carly says
Hi
I’ve recently put in a complaint to Payday Express regarding affordability and was just wondering if anyone knew about the faster payment fees?
If my complaint was to be upheld and I get a refund of my interest and charges does the refund include the faster payment fee? At the time this was £15 and it looks like I had asked for the faster payment loads of times
Lisa says
Hi,
Has anyone settled with Payday UK via the adjudicator recently and if so did they take the full 28 days to provide the refund?
Thanks
Davy says
Hi Lisa
I did, it took 25 days
Lisa says
Hi Davy,
Thanks for the reply.
Lisa
Matt says
Hi
I got my statements from the moneyshop. I had 23 loans from 2007-09. Every month I either rolled them over or paid and then took a new loan (usually larger) out as I didn’t have enough money to live on. I have wage slips but no bank statements.
Is it worth pursuing a claim?
Many thanks for any help
Matt
Sara (Debt Camel) says
Yes it is – older claims are never certain, but borrowing every month and the amounts often increasing sound well worth pursuing.
Emma83 says
Hi
Just looking for some advice as I am new to all this and this site has been amazing in helping me send letters etc.
I have had 17 loans with paydayuk from 2014-2015.
They have just wrote to me with their final decision
1st loan – responsible lending
Next 11 loans – unable to determined
Next 5 loans – they will refund £716
Can any advise if this is common or should I pass this onto the FOS as an appeal?
Sara (Debt Camel) says
This is quite common with PDUK. If you send your bank statements they will look at the other 11 and then you can decide whether their final offer is good enough to accept.
Emma83 says
Thanks Sara. I have replied to them asking what information they want as they didn’t ask for any and I also sent them a breakdown of they 11 loans, all one after another and asked can they justify that this is responsible lending.
“I will give you a breakdown
£375.00 08/2012-09/2012
£375.00 09/2012-10/2012
£375.00 10/2012-11/2012
£375.00 11/2013-12/2012
£368.00 12/2012-01/2013
£359.00 01/2013-02/2013
£348.00 02/2012-03/2013
£335.00 03/2013-04/2013
£454.00 05/2013-06/2013
£454.00 06/2013-07/2013 (interest only)
£354.99 08/2013-09/2013
£455.00 09/2013-10/2013 (interest only)
£305.00 10/2013-11/2013”
Will they still look at they 11 even though the 8 weeks have passed?
Sara (Debt Camel) says
oh, that’s unusual, they normally say they will look at the undetermined ones if you send them bank statements. I suggest sending it straight to the FOS and telling Payday UK what you have done.
Andy says
Hi all, Payday UK have just requested copy bank statements for May, June & July 2008 along with a credit report, I know I banked with Natwest at the time but closed the account in 2009, would they still give me copy bank statements? Also PDUK have advised I obtain my credit report from Money Advice Service, I do have up to date credit reports but not one from 2008. Would Money Advice Service back date a credit report to 2008? If not can this information be obtained from anywhere as my recent credit reports only show 6 years of history. Thanks
Paul says
NatWest provides me with statements for two closed accounts free of charge these were accounts from 2009-2011. I had to go into the bank and put the request in writing which they forwarded to their office in Kent somewhere and I got copy statements in two weeks. Just make sure you ask for the free ones.
Andy says
Thanks for this, Natwest have said they will post the statements free of charge in 10 working days following a phone call to them.
Joe b says
Good morning to everyone.
I have a question I hope someone can answer please
My case was referred to an ombudsman after an adjudicator found in my favour against payday express, none of the loans I’ve complained about are over 6 years old. Can anyone tell me when an ombudsman is likely to pick up my case? It was sent to an ombudsman on 26th March 18,
Many thanks in advance
Joe
Lisa says
Hi Joe,
The ombudsman reviewed my complaint and sent me their final decision in just under 4 weeks. They upheld the adjudicators decision.
Jax says
Hi had a response from the adjudicator saying they upheld my complaint against PDUK. Do they normally respond within the 2 weeks they are given please?
lee says
Hi Jax,…sadly not. sometimes they do not comply and let the whole thing go on to the ombudsman stage. I have had 2 loans like this. Hopefully they will follow the FOS but in my experience they don’t.
Jax says
Thanks, I’ll see what happens next. Hopefully they will play ball..
Stephen says
I received an email from payday express upholding my complaint for the majority of my loans and also told me several loans were “unable to determine”. They asked for bank statements, which I emailed to them but also posted my acceptance of their offer for the loans they determined were unaffordable. I’ve just thought now – does me accepting this offer now mean they won’t look into the “unable to determine” loans? Or will they refund me this money and then send another offer for the remainder, should they agree they were unaffordable? I’ve re-read the email several times and it looks like by me sending the bank statements a couple of hours later they will be looking at them, and paying out on the others which they agreed on.
Would also like to say thanks very much Sara – without this website I would still be living off payday loans every month!
Andy says
Hi, I could do with some advice as 3 weeks ago PDUK requested bank statements from me for May-July 2008 regarding my complaint for 4 loans in that period from 10 years ago, I contacted my bank and requested these straight away but have yet to receive them. PDUK have said the deadline is tomorrow and they cannot investigate without these statements. I am worried if I don’t get them PDUK will reject my complaint and also think the ombudsman will not look into this as it is 10 years old.
Thankful! says
Hi Andy,
I wouldn’t worry too much – I had the same thing. I didn’t have access to my statements when Payday UK requested them, so I referred the complaint to FOS. This gave me time to gather all the information I needed which I then passed onto FOS. Last week I had my complaint upheld for 5 out of 6 loans. These were for loans going back to 2010-2011. So don’t worry, it will just take a few months longer to get resolved.
Mrs R says
Hi Sara –
When I accepted my offer direct from Payday UK on the 7th March for the refund of the interest of some loans and negative information to be removed from my credit report, they confirmed removing the negative info would take upto 28 days.
Well that time has passed and I have long received the refund but the negative information has not been removed from my credit report.
I have since emailed them twice to confirm when this will be completed with no response from them.
Can I take this to the FOS to have them support me in having the information removed?
Thanks!
Sara (Debt Camel) says
Then I suggest you tell them you will send your complaint to the FOS if this isn’t sorted in a week.
But do make sure you are checking your real time credit record not a static out of date snapshot see https://debtcamel.co.uk/best-way-to-check-credit-score/.
Sally says
Hi.
I have had a complaint upheld by the Ombudsman and Payday UK have agreed with the decision. However, the settlement amount is not even half of the interest i am owed. The ombudsman i am working with says he does not know if i am owed deferral charges added to my account every month as i deferred all my loans.
Just wanted to check if i am owed deferral fees or only interest. How would i go about making sure i get everything i am owed as the Ombudsman does not seem to be sure.
Sara (Debt Camel) says
Point out to Ombudsman that “deferral fees” are just an extra month’s interest, so yes, you should be getting these back if you rolled loans a lot.
Are you actually talking to an adjudicator or an Ombudsman?
Marty says
That is exactly what they done with me don’t fall for their nonsense the refund should be all interest on each loan upheld and 8 percent ….
I doubt they will give you a statement they are a despicable organisation
Andy says
Update of my Money Shop complaint.
Submitted in early Sept 2017.
They failed to send me a statement of account, I still haven’t received one……
They failed to send me a final response after 8 weeks, I still haven’t received one…..
Submitted to FOS in early November 2017.
Picked up by an Adjudicator early February 2018 who ruled in my favour on circa two thirds of my loans. I felt there were a few others that were not affordable but let them go hopeful that the Money Shop would agree and pay out quickly. My own estimate with 8% simple interest was a refund of circa £3,500.
They failed to provide a response to the Adjudicator despite him allowing them the additional time they requested.
Adjudicator referred my complaint to the Ombudsman a few days ago. I have submitted additional information asking the Ombudsman to consider a few more loans as being not affordable. If they are also supported I estimate the total refund will be circa £5,000.
Given how obstructive the Money Shop has been throughout this process I would be delighted if the Ombudsman agreed with Adjudicator and also found in my favour on the additional loans I have put forward for further consideration.
I will provide further updates in due course.
Andy
Andy says
A further update.
The FOS has advised TMS has just agreed to the Adjudicators findings and calculate the refund as £2,600 including 8% simple interest less 20% tax. My calculations indicate £3,500. I have sent the FOS a detailed breakdown of my calculations as it would appear TMS has not included in their calculations a couple of loans the Adjudicator deemed as being unaffordable. The FOS has now reviewed my calculations and has today sent a further letter to TMS to clarify which loans they have included in their calculations. I suspect it may be weeks if not longer before they respond to that, at which point my complaint will be higher up the queue to be looked at by the Ombudsman. Which will hopefully result in my additional information about other loans deemed affordable by the Adjudicator to be considered again too.
Whilst I acknowledge that my complaint is complicated because it is made up of a load of 6-7 year old cheque loans which were rolled every month for long periods and also made up of more recent internet loans, in my opinion TMS has not covered themselves in glory in the manner in which they have dealt with my complaint.
My advice to everyone would be to know the detail of your compliant inside out and don’t assume that any information that is presented to you is accurate. Do your own calculations and make sure everything stacks up.
Thanks again Sara for all the help and advice you provide on this great site.
Andy says
A further update.
The Money Shop eventually revised their offer to £3,400. Marginally short of what I had calculated myself. I have accepted the offer rather than wait for the Ombudsman to pick it up and review it. I have completed my settlement form and provided my bank account details. The adjudicator wrote to me last week to advise that The Money Shop should be in contact with me within 28 days. I assume that means they should make the payment within that period.
It has been a long journey but hopefully it is nearly over. The Money Shop has been painfully slow and unresponsive throughout. For anyone else who has raised a complaint with them, my advice would be to remain patient and positive. It is likely to take a long time but they should eventually respond to the FOS.
Thanks again Sara
Andy
Sara (Debt Camel) says
Well done, I agree 3400 now is better than holding out for the extra 100!
Cinderella_1973 says
Hi, Can someone please help me with the letter you have sent to paydayUK?
Thank you
Sara (Debt Camel) says
Andy will have used the templates over on this page: https://debtcamel.co.uk/payday-loan-refunds/
Marie says
Hi Sara
I borrowed £2,000 from payday uk two years ago whilst in a lot of debt with other payday companies. I managed to pay it off a few months ago and complained to Payday UK stating that the loan had been unaffordable and that they lent to me irresponsibly.
Payday UK did not uphold my complaint so I took it to the ombudsman, but after a month payday UK have still not provided the ombudsman with anything that they’ve requested.
Can I just ask whether this is common and what is likely to happen? If they don’t respond to the Omdurman about my complaint, can the ombudsman force them to?
Any advice much appreciated
Thanks
Marie
Sara (Debt Camel) says
They are just being slow because of large complaint volumes. They will respond to the FOS soon.
Kara says
Payday UK responded to me within the 8 weeks offering a partial refund, but I sent the case on to the FOS. Payday UK haven’t responded to the FOS in 2 months now so it looks as though they are going to look at my case without the info from Payday UK. I have sent my statement of accounts etc so I hope the FOS decide in my favour, especially in the absence of the lender’s proof of sufficient checks etc. I only wish I had bank statements going back the whole time…
Barry says
I had loans from Money Shop going back till 2007, I had submitted my claim in October 2017 just asking for the last 6 years to be looked at and as I had an outstanding balance I was expecting around £900 so imagine my surprise when the adjudicator told me Money Shop have upheld every loan I had since 6/4/07 totalling £4021 clear in my bank. Keep fighting as Money Shop for me paid out for loans well over 6 years old.
Thanks for this site Sara its been so helpful, and I now feel safer in my financial future as I have had several defaults removed and my debt down to a manageable level, a donation to my local CAB once the money clears.
Sara (Debt Camel) says
Excellent news!
John says
Hi Barry
Congratulations on your pay out from the Money Shop. Can i ask a silly question, did the adjudicator decide in your favour for all the loans or did the Money Shop make an offer to uphold every loan lent, before the adjudicator had decided on your case? and what was the reason/s for refusal when the Money Shop had previously not upheld your complaint?I am waiting on my case to be looked at by an adjudicator, had loans from Money Shop dating back to 2008.
Barry says
Hi John, thanks its been a great boost. The adjudicator was looking at the case but hadn’t came to a decision and during this time the Money Shop decided to uphold every loan from 6/4/07 (loans before this were outside regulation). The adjudicator just relayed this information to me which I of course accepted as it was 4 times what I was expecting and I hadn’t even asked them to look at loans over 6 years old.
The money shop never refused my request initially they just didn’t answer my complaint within 8 weeks so I went straight to the ombudsman. It gives everyone hope as they were one of the firms not paying out on loans over 6 years. My only advice is to sit tight, the ombudsmen/adjudicators have been quite fair in all my cases and with a little patience you will hopefully get a nice refund. Just waiting on my money coming through, hoping they don’t take the full 28 days.
Nick says
Did you get your money yet Barry? I’m fully expecting to have to wait 28days although it would be nice to have it before
JC says
Hi Sara,
I have put a complaint against Payday UK and have had a letter back form them asking for bank statements 10 in total and for me to obtain a copy of my credit report for 2012 -October, 2013 January September, 2014 March, June, September, 2015 January, August, October, 2016 -June.
Should I order them from bank along with the credit report and send to them or tell them I’m going to the Ombudsman ?
Thanks
Sara (Debt Camel) says
You will need the bank statements to go to the Ombudsman anyway, so you may as well get them now so you are ready. The Ombudsman will normall want to see all statements from 3 months before the first loan.
It’s up to you whether you sen the bank statements to PaydayUK – unlike some lenders they do actually seem to look at them. But if you send them don’t assume that any offer from them is what the Ombudsman would say – they make better offers than some lenders but still get many cases wrong.
Jordan crawley says
Hi Sarah,
PDUK have sent me a final decision to advise out of the 18loans they only lent irresponsibly to me on 2 and have offered me redress. I have sent the claim to the Ombudsman but was wondering if I need to write to PDUK to tell them I’m referring it
Sara (Debt Camel) says
I think it’s a good idea but you don’t have to do this.
JC says
Thanks Sarah.
Silly question but presumably this won’t prejudice the original offer from them?
Sara (Debt Camel) says
It shouldn’t. In fact if you ask them they may be prepared to pay you the refund on the 2 now so you only complain about the other 16. But be clear you do intend to complain and you are no accepting the refund offered in full settlement of your whole complaint.
Matt says
I complained to both PDUK and Payday Express, refused complaints. I’m going to pass to Ombudsman, should I add both to one complaint as they are now one company and the loans were at the same time as one another?
Mark says
I had complaints to both them and sent them separately.Express got £1700 months ago but Payday UK is i hope soon going to end.I sent my bank details 3 weeks ago to accept a settlement offer from them but as yet no reply.The Fos did say to me that they should reply within 4 weeks otherwise contact the Fos again.I recently had a long overdue settement from Lending stream after 5 weeks ,maybe coincidently but i got the money paid into my account about one day after the Fos contacted Lending stream again.
Marty says
Payday UK have failed to pay correct redress to me after adjudicator decision and I’ve sent proof of amount with bank statements I retrieved and sent them and they have replied saying they cannot see the transactions and to go to the fos !! Complete bare faced lies I am sick of this company
[Sara – I have edited this to remove the name of the person at Payday Uk dealt with.]
John says
Payday UK have asked for statements I’ve managed to get them and download on JPeg format which I’ve forwarded. Now saying this isn’t accepted as from a banking app???? Even though they say JPEG or pdf format are acceptable ?? are they just dragging g their heels? Advise would be welcome as I no longer have statements from 2013 in paper form if I go bank and ask I’ll be charged???
Sara (Debt Camel) says
I suggest you reply saying they told you JPEGs were acceptable and if it isn’t good enough you will be sending your case to the Ombudsman.
John says
Hi Sara thanks for reply just sent off email saying the above .. in it for the long haul I think ????
Derek says
Have been following your advice on reclaiming irresponsible lending on these payday lender. Had up to seven of them at one point, using one to pay the other until the point came when I just couldn’t keep up the repayments, my downward spiral started in 2008 with Payday Uk, and continued with multiple rollovers and new loans with numerous companies right up to 2014. Quick Quid comeback to me today to state my claim is outside the claim handling limits and was free to go to FO but would probably not acknowledge as over six year old. I have went to FO anyway. Am I too late to try and reclaim??
Sara (Debt Camel) says
The FO thinks it can look at the over 6 year loans but some lenders, including QuickQuid are arguing that it can’t. A few cases are being looked at, everyone else has to wait until they are resolved. So send your complaint in now but don’t expect anything to happen for a long while!
James R says
Definatly pursue payday express and payday uk for loans over 6 years. They paid out on most of my loans dating back to 2008. In total due to my stupidity at the time I have thus far recieved £7k from them, and still got an “unable to determine loan being processed” with old statements I obtained. If thats agreed will be another 1.5k with the 8% they have to add. Been a long process but do challenge all these compaines. I wrote to over 20 I borrowed from and had over a 50% success rate on them gving me refunds without getting the FSO involed. Trusted quid and quick quid the exceptions!!! They are sitting with the FOS awaiting an adjudicator at the moment.
Rebecca says
Do I have to provide bank statements?
Sara (Debt Camel) says
who is asking?
Rebecca says
PDUK. They’ve rejected 11 loans I have requested refunds for as they claim they lent responsibly? And agrees to refund 2! How do they come to their decision?
Sara (Debt Camel) says
Dartboard? There isn’t any point in wondering about this, just send the whole complaint to the Ombudsman.
Craig says
Hi I have two figures titled on my statement. Ome is interest payment and one interest deferral. Are they the same thing but named differently? Both figures are in brackets as if a payment. Thanks in advance
Kathryn says
I dont fully understand the statement either. I complained got the list of loans and I was told that PDUK would respond within 4 weeks, but just received an email stating it would take the full 8 weeks. I borrowed a lot and rolled over and interest alone was around 2k. They had me over a barrel and best thing i could do every month was borrow in some way. Feel so stupid to get so trapped.
Sara (Debt Camel) says
Their business model was based on a large number of customers getting trapped :( When they come back with an offer, come back here if you aren’t sure if it’s good enough.
Kathryn says
After 8 weeks, have come back to me, with a FINAL response, ZERO! one affordable and 16 + undetermined. Asked for bank statements and a credit report, there were reams of bank statements to cover all the loans, and rolled over loans. I sent the credit report and then got a really badly written response alluding to my new complaint which would only be addressed if I had not gone to FOS. So its now with FOS.
Louise says
Hi has anybody had any success with the money shop when sent to.the fo?
Nick says
Hi yes I recently had an adjudicator find in my favour although money shop haven’t responded yet I will post in here any updates
Gerald says
Hi Sara after fos agree settlement how long does it take for payday uk to give me the money?
Steve says
I had a right carry on. They try to take as long as possible – received mine on the 28th day. They try to claim it’s 28 days from when the settlement is uploaded onto their system, but they’re really busy so that isn’t immediate. Mine was only uploaded 14 days after adjudicator sent it onto them, so they tried to claim they had 6 weeks from signing it to paying. If you hassle them enough, they do eventually pay though.
Nick says
Hey all. The money shop got back to my adjudicator a day before the deadline accepting his findings against my in shop cheque based Loans…..yayyyy! I can’t wait to not have to deal with them anymore. Anyone know how long the money shop normally take to pay out? I’m not in any rush but just wondering TIA
Sara (Debt Camel) says
That’s good, quite a few Money Shop refunds seem to be getting sorted recently. do you have a full list of your loans from them?
Nick says
Yes I do now they refused to send me them initially but my adjudicator emailed them over to me
Katie says
I received my final response from Money Shop today, twelve weeks since I put in complaint.
Had a total of 35 loans.
2008-09 17 loans Unable to Determine
2009-10 11 agreed to pay back £733
2011-13 7 Unable to determine
They have said if I supply my bank statements for these ones they will look again.
I have already escalated to Ombudsman at 8 weeks when they did not reply
Katie says
After ringing The Money Shop I was informed that if I accepted the £733 and sent my bank statements I would receive a revised offer in a week.
I uploaded all info they required the same day. A week later nothing, so rang them and was told it will be 2 weeks. Again, nothing, so rang again after 3 weeks and they said they would email the department involved. I have just been told today that as I have sent this to the FOS they will not be sending me a New offer! I informed them that it had been with FOS since week 8 as they had not replied. I rang the FOS and they rang them and rang me back to say they will be dealing with it now. I asked how long will it be and they said they hope to get them done in 90 days but in reality it will be months!! Fuming with TMS, why say what they did? I would like to email the CEO but see he has left! Anyone else I could try?
Sara (Debt Camel) says
Ask the FOS for some compensation for the way they have mishandled your complaint.
Katie says
Further update to above. I got the email of someone higher up in TMS and fired off a complaint. This was passed on to someone who contacted me and they have now agreed to pay out on another 17 loans. 7 they didn’t agree were unfair. I am happy with this outcome as this is another £1600. Thanks so much for your help.
H says
Hi All,
Just a quick update, I have received my final response from PDUK. Out of 4 loans, they’ve said that 3 were affordable and one they couldn’t determine.
They’ve asked for bank statement for the loan they can’t determine.
However, if it’s a final letter, what are they going to do?
If I send all bank statements, could it change their mind on the loans they felt affordable?
Not heard anything from payday express as of yet,but wondered, are they the same company? Would having loans from each at the same time not ring alarm bells?
Thank you :)
Kara says
I had my responses from Payday UK & Payday Express within a couple of hours of one another. UK upheld a few of my loans and asked for bank statements, whereas Express upheld all except the first without any requirement for statements. The loans were over the same period. I sent the UK complaint to the FOS where it had been for a few months now, as they haven’t submitted their info. It’s waiting for an adjudicator and I was told that the lack of response from them isn’t a bad thing for me as there’s no evidence to suggest that the lending was affordable.
Stephanie says
Hi
I’ve just had a final response from PDUK. I took out 13 loans from 2012-14. The last loan of £571 I did not pay back it’s now been sold to PRAC debt collectors and I pay £5 per month but it’s escalated to £761. PDUK found 4 of my loans irresponsibilly lent so offered me £690 after tax and including interest. After deducting from this amount they still are saying I owe them £66. This doesn’t add up to me as I owed them £571 they added charges of £200+ which in my opinion as they have found the debt to irresponsible the charges should be removed? I have 8 loans undetermined and 1 loan confirmed as responsible loan. I’ve sent my file to the FO today. There’s also the matter of PDUK trying to take money from my bank account, when the amount they want fails they would attempt to take slightly lesser amounts so I’d go to the bank thinking I have £300 and I have absolutely nothing. No money for food or bills this then forced me to loan again repeatedly. Doesn’t seem to add up to me but in fairness PDUK response time was very good.
Sara (Debt Camel) says
“This doesn’t add up to me as I owed them £571 they added charges of £200+ which in my opinion as they have found the debt to irresponsible the charges should be removed?”
did PDUK decide the last loan that went to PRAC was unaffordable?
Stephanie says
Yes Sara, the final loan and 3 random ones I’d had at differing times. Forgot to mention a big Thank You for this site! You’ve done a fantastic job!
Sara (Debt Camel) says
oh a random offer – send it straight to the Ombudsman!
Antony says
Got over £5000 back from PDUK, sent them my bank statements they requested and my credit report, got a letter back with an offer in less then 8 weeks, Wonga and Quickquid rejected my complaints without looking at any bank statements or credit report, thanks to this wonderful website just by sending a few emails I have £5000 back, also got a cheque from Halifax for £4200 for some credit card thing they should have told me about 10 years ago
Dine says
Hi Sara
Just looking over my payday express statements, is a extension fee counted same as interest and could that be claimed back, payed quite a few at @ £147 each time
Sara (Debt Camel) says
yes it is :)