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
jan says
Hi well it has taken me just under a year to get my missold loan to the stage that im waiting for it to go into my bank account with Payday uk
started 16th January , semt to FOS 13th april has taken till 27th November for there final decision to repay interest on all loans but the first . They had till 5th December to agree or not on 5th they agreed so now waiting for a refund of £1356 to go into my account within 28 day . hoping its paid in before christmas
Jan says
In my account 17th December 😊
nicola says
Thank you for your help with my complaints to PaydayUK & payday express, both have offered me a refund on some of my payday loans and I have accepted the offers, but also both have said some of my loans are older than 6 years so can’t look into them, how do I move forward with those? Leave it or ask them why and go the financial Ombudsman? Nicola
Sara (Debt Camel) says
When you accepted the offers on some loans, did they say you could go to the Ombudsman on the others? If so, just send the cases to FOS straight away as they don’t negotiate if you try to say why they should look at the older loans.
Sara (Debt Camel) says
Hi Nicola – actually read Gemma’s update today… that suggests it is worth going back and arguing with them…
Nicola says
Thank you for your help, I have now sent a letter to PDUK and PDExpress with regards to my loan 6 years older
Thanks will keep you updated
Gemma says
Hi all
Just to give you a little success story, Ive managed to have 5 out of 6 of my loans refunded from Payday UK/Payday Express.
Three of these were over 6 years old, when they told me they wouldnt consider those over 6 years I replied with this;
Ive spoken to the Financial Ombudsman this morning and he has informed me that loans over 6 years old will be considered in a claim.
I was also informed that The Money Shop, Payday Express and Payday Uk have in fact processed refunds for many loans that are over 6 years old, and have been doing so since March 2017.
I would not have complained three years ago as I was not aware that it was possible to raise a complaint.
In the interest of fairness I will give you another opportunity to review these loans before my complaint is formally sent to the Ombudsman.
A week later I had a response saying they would refund me the two loans – money was in the bank a week later (£1100).
They requested bank statements for the other one, I was unable to send these as my bank doesnt hold statements that old, after asking Sara for advice I found as many old arrears letters and overdue statements and emails as I could for that period of time. I sent these in and have just been told they will refund me all the interest – over £900.
Thanks Sara and everyone for contributing, stick at it, the system does work!
Sara (Debt Camel) says
Good result – well done for persevering!
Gem says
Hi, I sent the initial letter in August, I did pester them every couple of weeks asking for an update but they’ve definitely been a lot better than some of the others. Pounds to pocket were the worst.
Good luck!
Fiona says
Hi there, Hoping for some help.
I finally received a response from money shop about my 9 pay day loans dating from Sept 2009 to April 2012. But unfortunately it was a rejection with the reason being:
• What you are complaining about happened more than six years ago; and
• You are complaining more than three years after you realised (or should have realised) that there was a problem.
I stated in my letter that I only found out I could make this sort of irresponsible lending complaint. So I am really baffled why they included the second bullet point.
Where do I go from here? financial Ombudsman or reply to them,?
Thank you!!
Sara (Debt Camel) says
To the ombudsman. Expect this to take a while but they are paying out in the end.
Anne B says
Hi can anyone help?Ive received this response today.Do i accept the offer then reply with an email stating why I never complained within the 3 years or not accept the offer if I want them to look into it further?
One rule is that a customer must complain within 6 years of the problem. Another rule is that if more than 6 have passed, you must complain within 3 years of knowing you could complain about the problem.
I can see that some 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.
Having gone through your loan history with us, I don’t think we made the right decision at the time we lent to you.£302.96
£60.59
£906.40
For the loans that I am upholding, I will return any interest you have paid on these loans which totals £664.03. I will also add 8% interest on that amount which totals £302.96.
If any negative information has been reported on your credit file in respect of these loans, such as late payment statuses or a default, I will amend this.
Sara (Debt Camel) says
So they are offering to refund 3 loans. Did you have other loans that are less than 6 years old that they are not refunding? How many loans did you have over 6 years old?
Anne says
Hi Sara,
I had 31 loans before 2012.I borrowed every month for over two years!
Jack says
Hey, I have had a response from PDUK, asking for my credit report to be sent to them, and a copy of a bank statement from July 2016! Can I still complain without sending them the bank statement? Thanks
Mark says
Jack,
Yes you can still complain without sending them the credit report/bank statement(s), however I have had more success when I’ve sent bank stat’s to the lenders, than when I didn’t. Also, you will need to send them to the FOS if/(more likely) WHEN, it gets to that stage anyway, so you may as well get them in preparation and therefore IMO you may as well send it to the lender.
Shan M says
I also complained to PDUK, Payday Express and The Money Shop on 25th October, 8 weeks tomorrow precisely – had an email today saying it’s going to take another 3-4 weeks, so I have emailed them back FOA Chief Exec mentioning this site and the number of people concerned with how long it’s taking to get a response. I explained that I ended up in financial turmoil which ended up in me taking out several loans, just basically getting into a bigger hole ! I am now in a debt management plan, which has given me some control back.
I’ll keep you updated with any response …. not holding my breath – same as everyone else. If I have no response I’ll definitely go to the Ombudsman in January.
Rich says
Hi Shan,
Put it this way, I haven’t had a response yet since 12th Sept initial complaint (14 weeks in total)- just the normal emails saying they now don’t have a timescale etc etc. It’s up to you but I would recommend you send to FOS now it’s been 8 weeks. At this rate I don’t think you’ll even get a response in Jan, as you’d expect the backlog to increase even more over the xmas period as you’d expect office closures.
Good luck :)
Shan says
Thanks Rich, I held off from FOS over Christmas for Pduk, money shop etc but I’m going to send them all the details today.. it’s ridiculous how long it’s taking for everyone! I’ve already done it with quick Quid as they said sorry not irresponsible lending- I disagreed and sent to FOS & they’ve asked already for more details so hopefully that’s in progress. Good luck everyone
Jax says
Hi I raised my complaint back in September 2017. Raised with the FOS in December 2017. Finally got an offer early last week. Some of my loans were over 6 years old. I’ve sent my bank details and asked them (Payday Express) to confirm when I will receive the payment. No response to my email of course. I called to ask them. They couldn’t tell me of course. They wouldn’t even take my name or reference number. I emailed them again but still no reply. I’m so frustrated by it. Does anyone have any ideas on how to escalate it,even if I only get told when they will pay out.
Stu says
Andy.Smith@themoneyshop.co.uk is the Chief Transition Officer. I emailed twice a day, daily, for a few days then got a response from him direct
alvin johnson says
i complained to money shop,payday and payday express. as i have had loans with them, no heard back from any of them been 2 weeks, no email to acknowledge or whatsoever., are they not the same company now? and is just me they ignoring?
Rob says
I complained to both of these (plus PDUK) individually in August 18 and got only a courtesy email from Moneyshop saying they had received my complaint.
No further emails or comms and then I emailed again (for all 3) as per their website (directly to money shop). Given the 8 weeks had passed and they hadn’t previously responded, I sent this to the FOS. I sent all comms to FOS and it’s currently being investigated.
If a company hasn’t provided a final response, the FOS gives them 8 weeks to do so before investigating. It’s frustrating but obviously the FOS has to be sure a company has had 8 weeks to respond.
I get the feeling Instant Cash Loans (money shop, PDE and PDUK) will be difficult to deal with
Andrew says
Moneyshop took about 10 weeks to come back to me, but they have offered a full refund of interest paid plus +8% interest on most of my loans. They will come back, just be prepared for a long wait.
John says
Hi Sara,
I have lost confidence in my adjudicator who is handling my Moneyshop complaint or is it me who is just being impatient?After trying to get hold of him since last week, I managed to speak with him through customer services on Tuesday because he was not picking up his direct line and was not returning calls and emails.He did not apologise sincerely for not returning my calls and or emails, he confirmed that he has all the info that he needs and January will be the 3rd month since he picked up my complaint. its very frustrating to wait for 6months for your case to be picked up and then wait for another 3months to get an answer from the adjudicator when he has everything he needs and the worst bit is he does not communicate to update you whats happening even after telling me that he will be sending out the decision by the end of the week ( twice he has told me that ) I am beginning to feel like he is not telling the truth.I am trying to stay positive but not having a good feeling about this
and for the second time he told me that he will be investigatingmy case and would notify me of the outcome by email yesterday evening.I have waited since and have now discovered that he has gone away on Holiday until 2 January 2019.
Sara (Debt Camel) says
How many loans did you have from the Money Shop?
All I can say is that a lot of people have felt they are not going to get a good result from their adjudicator but it has been fine in the end.
John says
I had 69 loans over a 4 year period, thank you.
Sara (Debt Camel) says
OK, that is a very large number of loans, you should have an excellent case but it often takes an adjudicator longer to deal with large cases.
John says
Hi Sara,
I managed to get hold of my adjudicator yesterday for an update regarding my complaint against the Money Shop .He apologised for the delay in sending out his assessment and this was because of the large number of Loans I had from the Money Shop 69 in total and also because he was consulting with senior colleagues so as to reach a fair outcome for myself . He has hinted at planning to uphold my complaint even though he said that some of my loans may have appeared affordable but because they had been rolled over several times , this did not work according to its intended purpose of being a short term loan and therefore it was irresponsible lending and this was the approach they will be looking to take at the FOS. I borrowed , rolled over loans one loan was rolled over 22 times! I borrowed over a period of 4 yrs 2008-2012 month on month without a break. I paid nearly £3000 in interest , but i still owe £875 on the last loans which I wasnt able to pay back , but the capital owed is £600 when you remove the default fees charges which they had added. I am still anticipating a reasonable payout when you add the 8% simple interest.The adjudicator said that he is looking to sending out the assessment by the end of this week and I will update everyone when receive it.Thank you so much for your support .
Sara (Debt Camel) says
sounds promising.
Rich says
Finally received a final response after 14 weeks from both PDUK/PDExpress. As expected more delay tactics around over 6 years asking me to provide them reasons why I complained so late. Frustratingly I explained the reasons why in my original complaint so they’re either incompetent in reading the complaint in full or just trying to put me off completely. I kindly responded asking them to re-read my original complaint and again reiterated the reasons. Also there were 3 small loans under 6 years that 1 was lent responsibly, 2 unable to determine and require statements. The bank account used at the time is now closed, so will reach out to the bank however the interest were relatively small compared to the very long loans/rollovers over 6 years old which I am more bothered about resolving.
Case is with FOS anyway and has been for a few weeks. Looking back at peoples experiences on here they may come back with offers for over 6 years, but the question is how long they will take? Probably another 14 weeks.. What have others experienced, i.e how long has it taken them to come back with another response which looks at loans over 6 years?
Ta
C says
Hi Sara
Not sure if you recall, My adjudicator found that the gap between my moneyshop lending was seen as a wide enough gap to NOT be regarded as continuous.
You suggested to go back with a case sample on the FOS website which I responded with. I also went back with the breakdown of repayments from my statements again. Oddly these didn’t correspond with what TMS stated to my adjudicator.
My adjudicator has now come back saying that TMS have put my case on hold whilst they check why their details are different to mine for when I had taken and repaid the cheque loans. As the repayments are clearly stated on my statements, the evidence is solid.
The time of contention was at the back of 2013 in to 2014. Was there anything at this time about computer systems changing or reasons for the data difference do you think?
Thanks for the info on the time gap, the adjudicator has indicated that the changes I’ve sent will alter her consideration👍
Sara (Debt Camel) says
I don’t recall people mentioned TMS has data problems from that time. Fingers crossed you get a good result!
C says
Thanks Sara.
Will be interesting but appreciate it will be the new year now with the Christmas holidays etc.
Hope you have a peaceful Christmas Sara and a great new year.
Thanks again.
C
Rich says
Hi all
I have received an offer from PDUK and Pauday Express via FOS, which I have accepted and provided my bank account details. Does anyone know how long I have to wait for the refund to be paid?
Thanks
Rich
PS. Some of my loans are over 6 years old :)
siobhan says
Hi Rich, great news.
I am in the same position as you were, I take it that they never came back to with an offer after you last response to them, re your previous post.yet they have done with others in here, no consistency. Mine are also with the FOS, so hope to hear soon. Hope you don’t have to wait too long for your money
Jolo says
Hi rich
Congrats xx glad it’s all sorted for you.
Can I ask did they make the offer before it was actually looked at by the fos or did they drag it out even more? I’m currently waiting for a reply regarding my final decision and them asking why I hadn’t complained sooner. Giving them till 6pm on Fri then filling out fos complaint at 6.01. Also could you keep us updated on how long it takes to receive payment if you don’t mind a few ppl have asked before but never got a response and would be nice to know the time scale.
Rich says
Hi Jojo
During my initial complaint, which took them 8 weeks to reply, they refused my affordability complaint which then lead me to pass onto FOS. I was expecting that outcome anyway and FOS investigated further.
I might send them an email on Friday morning asking them when they will be paying. Will update you soon ;)
Jolo says
Hope it’s sorted soon and you get a nice payment to start your new year with. How long was it with the fos then?? As it seems quite speedy.
Ann Brown says
There doesnt seem to be any consistency regarding the older loans when it comes to the FOS I called for an update this morning and was advised that as the Moneyshop had raised an objection regarding the older loans and why I didn’t complain earlier my case would have to looked at by a specialist team yet on previous calls I was told I had a good affordability complaint
Sara (Debt Camel) says
It’s actually the Moneyshop that is being inconsistent. FOS will take these complaints and they were probably right to say you had a good one, but if the lender objects, they have to go through this process.
siobhan says
I totally agree, there is no constiency with The Money Shop on loans over 6 years. As seen on this site they payout to some people without going to the FOS no problem, while others are subjected to endless emails asking for more time, just stalling tactics. Now the latest is they have started to object to the FOS claims on loans over 6 years. All this when in truth they have been paying on on these claims since 2017.
Robin Savage says
Today I got a ‘final response’ if you could call it that, from Payday UK, basically telling me about the 6 years plus 3 rule and asking me why I hadn’t complained earlier. To me, that’s not a final response. Has anyone else had this email?
I expect the same types of email to arrive with my complaints against The Money Shop and Ladder Loans soon enough.
My cases are all with the FOS so I’m going to contact the FOS with these letters to add to my case. Should I also reply to The Money Shop etc. As well? What should I say to them?
Thanks
Jolo says
Hi
I too had this email from the money shop saying to investigate further they would need me to explain why I hadn’t complained sooner. Sent them a reply saying I didn’t know it was a issue till recently and that I could complain. I feel they basically took 13 weeks to just look see that it was over 6 years old and not bother actually reading my complaint as I had already mentioned why. They emailed me back saying they would be in touch within 2 weeks but still nothing so now sent it to fos.
Siobhan says
Hi,
This seems to be a common stalling tactic that they are using for loans that are over 6 years, I also had the email. Thankfully mine are also with the FOS . 2 weeks will come and go and you will hear nothing, they are just hoping you fall for it and delay contacting the FOS, or an even better scenario for them is that you give up all together
Jax says
Just thought I would post an update. Today is day 22 and Payday Express still haven’t paid my refund. Looks like they will take the full 28 days….
Laurence says
So the money shop (Payday UK) just emailed me an update about my case.
“We’ve been unable to locate you on our system, please send us your DOB, Address and any details about your loans that you hold so we can look into this further”
Haha, I mean it’s comical, been corresponding with them for 15 weeks…….
GM, if you read this please tell me you’re having better luck that me.
GM says
What a joke hey? Have you ever received the SAR from them?
No response yet from them, probably in a couple of days
Laurence says
Yeah I’ve had my SAR, I’ve also had a response, they wanted more info to consider my loans which I gave them the same day. They then said they can’t continue to correspond as I’ve alreasy raised the complaint to the FOS.
I chased them saying I’m willing to listen to an offer, no reply in weeks then get that email today.
Happy for my case to be decided at the FOS, it’s very strong and should be a good payout
Ann Brown says
I feel they are definitely stalling all customers. My Moneyshop complaint is with the FOS however they now say that it can take months to be assigned to an adjudicator due to the sheer volumes of complaints. One of the FOS advisors I spoke to did say TMS were now lodging objections to the older loans.
I also submitted a complaint to Wageday Advance who sent me Final Response rejecting my complaint however after sending in bank statements to show my financial situation changed their decision and paid out all interest plus the 8% they only took eight weeks to do this and these loans were over six years too.
Sara (Debt Camel) says
Good to hear Wageday Advance looked at the details of your case.
Gemma Hunt says
Wageday advance have taken ages with me I submitted a claim Aug in Oct they needed another 3-4 weeks then Dec said they are really busy and there’s a backlog
Sara (Debt Camel) says
I think you should probably give up and send the complaint to FOS.
Rachael says
I sent off to Moneyshop on 23rd November about previous unaffordable loans I had with them, based on others experiences, how long should I expect to wait for a reply?
Joseph says
They have 8 weeks to reply to your complaint – so no later than 11th January – they usually respond within the last week most people seem to say on this website – but if they don’t respond within 8 weeks forward your complaint to the ombudsman and then inform them of this
Laurence says
I waited 13 weeks for The Money shop to send me a final response letter. It was pretty useless too and said they needed more info to consider over three quarters of my loans with them.
They are horrendously slow to deal with but hopefully you’ll get lucky ( At the 8 weeks deadline for me they asked for another 4 weeks)
siobhan says
They are useless! They have had mine from 6th September, they just send stalling emails asking for more time! As others have said once the 8 weeks are up send straight to the FOS. They are the worst to deal with!
Laurence says
I’m sure they are doing this with everyone due to the sheer volume of complaints they have.
After 13 weeks I got the most pathetic reply saying two of my loans ‘could have been unaffordable’ but they need more info.
Provided them more the same day and now another 3 weeks have gone by without anything back. Good luck to anyone with them. The minute that 8 weeks comes send straight to FOS
Andrew B says
I received final complaint letter from PDUK agreeing that 2 loans were lent irresponsibly and 2 others were not. I have passed these on to FOS. They have offered £2100 for the 2 loans. Do you think they will settle on these 2 and let FOS review others or do I need to wait for FOS ruling on the other 2?
Sara (Debt Camel) says
Can you say more about your situation – £2100 for 2 loans is a lot, were they very large loans or rolled a lot? What about the two that were refused – did you also pay a lot of interest on both of those? Have PDUK asked you to provide bank statements for the other two loans? Are they more than 6 years old?
Andrew B says
Just looked refund of £2120.38 offered was for 4 loans between Jan-Aug 2013. I sent in bank statements for 2 other loans between Jan-Aug 2014 after they were unable to determine. After receiving these they determined they were lent responsibly so I turned it over to FOS. I had 2 loans running from Jan 2011 to Oct 2012 which I told FOS I’m happy to give up on purely for the length of time it will take to resolve
Sara (Debt Camel) says
OK, well you can ask PDUK if they will settle to the 4 loans they have offered on and allow you to continue with the FOS case but it’s unlikely. How much interest did you pay on the other two loans?
Andrew B says
From memory interest was 299 a month for a loan of 1000 for the period of that loan
There is at least 1400 worth of interest on those loans so I guess it’s worth sitting and suffering for a while?! Thanks for taking the time to respond Sara
Ailie says
Hi Sara,
Thank you for this site; I’m really hoping you can help.
I had bad debt problems over 6 years ago with payday lenders coming out of my ears! As such my credit score obviously suffered and I’ve spent those last years rebuilding. I’d sent in a compliant to the FOS regarding some of these payday loans including PDUK. Received rejections so escalated to FOS.
I’m about to buy a new house; just checked my credit rating before applying for the new mortgage and PDUK have registered a fresh default on 18th Dec 2018 for £22. I’ve raised a complaint with Experian and put a dispute on this but my question is can PDUk do this? The account was settled years ago! Any help is appreciated.
Sara (Debt Camel) says
So this loan would originally have defaulted over 6 years ago? No they can’t add a new default! Put in a complaint to PDUK as well as Experian and also check your Callcredit and Equifax credit records, see https://debtcamel.co.uk/best-way-to-check-credit-score/. And add the problem to your existing FOS complaint and ask for some compensation for this hassle.
Aioie says
Thanks Sara, I’ve put the note on my Experian file.
Regarding the complaint to PDUK; can I just ask them to completely remove the account or just the default?
Sara (Debt Camel) says
If the debt had previously dropped off your credit record it must have had a default that was more than 6 years ago. Payday UK should add this default date back again – and the debt will then disappear.
Ailie says
Thank you Sara; really appreciate your help. I’ll be devastated if this causes an issue with my mortgage application.
I’ve sent the complaint to a Experian customer service email but can I complain directly to PDUK to get them to take it completely off my file?
Sara (Debt Camel) says
yes you can complain to Payday UK – not only should they not have done this but it is so wrong it looks like it may have been an error.
Vicky says
I sent the complaint letter to PayDayUK in October (13 weeks ago) and still haven’t got my final response. All my loans are over 6 years old, taken back in 2008-2011. It is hard to work out how much interest I paid from that statement as some of them were rolling over. I got an email from them after 8 weeks that they need another 3-4 weeks, I call them once a week to chase up but their stuff just apologised. I wonder if I should send them another letter explaining ‘why I waited so long’ before they ask for it? Going to complaint to FOS tonight as well. So tired of waiting, really want this refund.
Naro says
Hi Vicky, my situation is the same as yours. I complaint mid Sept. 2018 the received email after 8 weeks, they asking for 3 to 4 weeks more. after 12 weeks of waiting I sent my complaint to FOS. I sent email to PDUk asking for an update to my complaint but no response, a week later I sent another email asking for update and still no reply from them.
Now I am just waiting for FOS decision, I think FOS will take 2 to 3 months.
Ann Brown says
Hi my complaint has been with FOS and it’s still not been assigned to an adjudicator purely down to the volumes they are having to deal because companies especially The Moneyshop PDUK and Payday Express are not dealing with customer complaints of keeping customers updated as they do not reply to customer emails it’s all very frustrating. My attitude now is to be patient and leave it with the FOS as it just gets more and more annoying sending unanswered emails to a Company with no Customer Service whatsoever
Anne says
I have a bit of good news.i filed my complaint at the start of September and received my final response of over £900 2 weeks ago so sent my bank details and also forwarded some documents they need for some other loans.I called yesterday and spoke to someone who was very helpful(for once) who said that the money should be in my account next week and I should receive an email regarding the other loans within a week!So fingers crossed!
Jolo says
Congratulations Anne
I too have a bit of good news after putting in my complaint mid Sept I today have had a offer of £1200ish on some of the loans and a request for info regarding the others. Its taken a good few emails and phone calls to sort out and after their email nearly 4 wks ago saying they couldn’t look at the complaint due to it being over 6 years I thought it was bound to be at the fos for ages so good result in the end. Please keep us updated on the other loans you had and how long payment takes xoxo
Stuart says
Hi everyone, I can’t thank this site enough! I only started sending the complaint template on 11th Dec and so far have had £277 from Piggybank, £290 from QQ and £680 from PDUK. Still more to chase up. I got myself into such a financial mess it’s taken me years to get back on track. The redress I’m receiving is going to purchase a nice new corner sofa once I’ve finished painting my living room. Finally feel financially stable for the first time in YEARS. For those that have been waiting weeks I’d suggest leaving a 1 star review on Trust Pilot for any company (its amazing how quickly they email you when you do) and emailing not just their complaints team but their CEO, head of compliance, media teams, any email addresses you can find on google. I emailed all these people daily and got resolutions quickly because I think they just got fed up of hearing from me! They’ve harassed us plenty so time to harass them to cough up. Good luck all!
Stuart says
Also meant to say… if you get no intial acknowledgement after a few days email the CEO and head of compliance (email addresses can be found via a google search) and tell them they are not adhering to new GDPR regulations. They have 8 weeks to respond to a complaint but your request for loan data should be met ‘without undue delay’ according to the new regulations. After you tell them this they get into fast gear and prioritise you
Anne says
Hi Sara,
After my intial good news I have now received this email from the money shop.
Thank you for your email, and the information about why you think the 3 year exception to the normal time limits applies to your circumstances, and therefore why we should assess the loans provided to you before 2012.
At the same time, you seemed to have accepted our offer to resolve your complaint (in full and final settlement), and we are now in the process of making this payment to you. Unfortunately, it is not possible for you to both accept our offer, and ask us to reconsider our offer to you.
Not only was I not told this on the phone when I spoke to the advisor after doing this there was no mention in the original final offer and I did infact mention my reason why in my original email that I sent back in September!What do I do now?
I had a lot of loans before 2012
Sara (Debt Camel) says
Reply to them saying they did not make it clear that accepting their offer meant you couldn’t ask them to look again at the older loans. Say there was no mention of a full and final settlement [There wasn’t was there?] and this was not mentioned to you on the phone on dd/mm. Add that you had already told them why you had not complained before in your original complaint dated dd/mm but they appear to have ignored this. Say you will be sending the complaint to the financial ombudsman if they do not make a satisfactory offer on the older loans.
Anne says
Thanks Sara.No there was no mention of full and final settlement.The final response is actually very unhelpful and there is no information on it at all.
I am really getting fed up with them now.Its likely now that I will have to wait another 2 weeks for a response to this email.
Jolo says
Oh no Anne you must be gutted. Just so u have a little time frame I received my final response on 14 Dec saying all loans were out of the 6 years time frame so they needed me to say why I hadn’t complained earlier. Sent a email back same day and received a email from them on 18th Dec saying they would get back to me in 1-2wks. They got back yesterday saying they are upholding some and need more info on the others to look at them again. Your post has made me re read their letter but can confirm I’m only settling for the upheld ones. So it took them nearly 4 weeks but obviously Christmas and new year fell in that time frame. I have my fingers crossed that they get back to you soon
Sara (Debt Camel) says
hi Jolo,
as they now seem to be playing funny games with people, I suggest you go back to them and state now that you have only accepted the settlement for those specific loans, not for your overall case. Say you still want them to look at the other older loans and you will be taking them to the ombudsman if a satisfactory offer is not made on them. Better to have the argument (if there will be one) now rather than later.
Stu says
I’m in a similar situation I had just sent acceptance of an offer for loans after 2013 but stated on the email my acceptance of their settlement was only for loans after 2013 and I still expected them to investigate the ones before 2013 (which was about 90% of them). After reading these posts today I called them to make sure they were clear on that. They advised to not accept the initial offer and let them investigate the older loans and make a new offer, if appropriate. They agreed to revoke my acceptance that I’d already sent (as it wasn’t made clear this was in settlement of the full complaint) and are now looking at the older ones too. I find they rarely reply to emails so calling them is the best way to get things moving. On the occasions I’ve called to chase them I’ve had results within a couple of days.
Jolo says
Hi Sara
When I sent my details via email yesterday I stated that I was accepting the offer only on the understanding that the other loans will be looked at again and I can go to the fos if needed.
I’ve taken screenshots of the offer where it states for the loans I am upholding I am offering you £xxxx. I will however send them a email to double triple check
Sara (Debt Camel) says
if yesterday’s email said that you should be fine.
Stu says
Worth calling to make sure they’re in agreement. I’m in the same situation and they tried to be sneaky saying by accepting I was accepting for all loans. I ended up revoking my acceptance for them to review the offer taking into account earlier loans. They seem to do this thinking you’ll accept their initial offer then they won’t have to pay out on earlier ones. To be fair their complaints team on the phone are really good
Jolo says
Hi stu
Reading back I think mine is a slightly different situation. I’ve already had the older loan argument with them as all my loans are over 6 years so now it’s just they need info on the others. I have stated that my acceptance is on the understanding they will look at the one they decide on when I send the info. I hope you get yours sorted as they do seem to be playing sneeky beggers
Anne says
I’ve had a call from them today after making a massive complaint to say they are putting my payment on hold (which makes me think they never sent the payment in the first place) and they will now look into my older loans but this could take another 3 weeks.
Ann Brown says
Hi all received my final responses from Payday Express saying the usual why didn’t you complain earlier I had given my reasons in my original email however advised them again the one from PDUK said I didn’t have any loans with them such was quite funny considering they were the ones when I sent a SAR sent me my statement of loans. I called the helpline who could see my loans on my account so don’t actually think any of the so called com p song handlers are actually looking properly into complaints.
John says
Hi all,
The adjudicator has today upheld my complaint against the Money Shop and has recommended TMS to pay me back interest paid on all the loans. Had loans from 2008-2012, he has given them until the 28th of January to respond.I am very pleased with the outcome and I hope TMS will not look to drag this out because the adjudicator has mentioned to them that it is unlikely that an ombudsman will reach a different outcome to his, should they decide to ask for it to be reviewed by one. So fingers crossed Money Shop will agree with adjudicator and settle. Once again thank you Sara and everyone who contributes here, I have drawn my strength and encourangement from all your stories which you have shared on this great website and I would not have not known that I could put in an affordability complaint. My adjudicator took a while to investigate my complaint and sometimes would not respond to my requests for updates, which had frustrated me a bit but he has come good in the end .Sara’s advice has been invaluable.
I will update everyone when the adjudicator hears back from the Money Shop.
Ann Brown says
Great news John we are like a little community here with Sarah with her words of wisdom at our helm think we all have been in situations in the past which led us down this path but here’s to a debt and problem free 2019 and again big thanks to Sarah for her time and effort
Bill says
Hi John, when did you originally start your complaint with TMS?…payday uk..payday express! how many loans did you have with them? Started mine in September last year, had final decision from them but nothing from the fos
John says
Hi Bill,
I started my complaint with the Money Shop in January 2018, they refused and escalated to FOS end of April and picked up by an adjudicator end of October . I had 69 cheque based loans with them.Good luck with your case.
Kay says
Hi, I wonder if anyone can offer some advice?
I had around 400 cheque loans with The Money Shop from 2003-2009 totalling around £6000 in interest payments. I have contacted them directly but have not received a response (other than a statement of my account) I therefore contacted the Financial Ombudsman service but have today received a letter from the FOS stating that Instant Cash Loans Ltd (trading as the Money Shop) isn’t covered by the FOS so they are unable to look into the issue for me. Is this correct as it appears from this thread that other complaints are being looked at?
Thanks so much for any help in advance!
Sara (Debt Camel) says
FOS can’t look at anything before April 2007 for any lender. There is no way round this.
But from April 2007, the Money Shop was covered by FOS as it was an OFT-regulated lender.
I suggest you go back to FOS and say that you understand they cannot give a refund on your older loans, but the Money Shop was OFT regulated, so you think they can from April 2007.
Sara (Debt Camel) says
I understand FOS have now changed their mind and agreed they can look at these old loans.
GM says
Well, Moneyshop isn’t playing ball now with the customers that have taken their complaints to the FOS. After weeks of chasing and no replies, I finally got hold of a team member that told me that because the case is with the FOS, they stop looking at the complaints. I tried to argue saying that it still shouldn’t stop them looking at complaints, etc, etc, but they wouldn’t budge.
I saying that i’m pissed off with this outcome, is an understatement.
B says
Sounds like another lender getting everything in place to fold
Iain123 says
They turned over £100 million last year, £20+ million profit. Business is booming. The parent company is listed on the New York Stock Exchange.
Laurence says
GM exactly the same with me they are a joke.
Money shop now want nothing to do with me as I’ve logged with FOS.
They clearly are totally swamped and now taking this approach, they provided me with a final response and asked for some additional info from me. I gave this the same day, after 13 weeks of chasing I gave up and sent to FOS.
They won’t budge at all. Anyone in the same situation don’t waste your time chasing The Money shop and just sent to the FOS if 8 weeks is up and you have a final response.
You’ll have to wait longer but chances are you’ll get more out of FOS anyway.
Laurence says
Ps – If 8 weeks is up with the Mobey shop send to FOS you don’t need to wait for the final response I should add. You can always add that later and at least you are ‘in the queue’ at the FOS
Petra says
Hi all. Im getting bit frustrated with money shop. I complained the 1st time in july 2018 and they acknowledged my complaint on 15th november only (32 loans in total) 8 weeks passed and i still didnt get any response. Should i give them 1-2 more weeks or go straight to financial ombudsman? What is your experience with their response time? Thanks Petra
Sara (Debt Camel) says
To the Ombudsman I think – it’s a shame you didn’t do this in September after 8 weeks!
Vicky says
Check your SPAM folder, all email from them govto my spam folder
Naro says
Hi all
On 24th of Sept. 2018 I sent my complaint to PDUK & PDEX. After 8 weeks they emailed me asking for 3 to 4 weeks more. After 12 weeks I have not receive any email from them so I forwarded my complaint to FOS.
After 16 weeks from the date I sent complaint. I receieved PDUK final response and they are going to refund me £1329.13 for the loans I took from Nov. 2012 to April 2014. But I took loans from them since Jan. 2011.
They said in their email “for them to consider my older loans I need to tell them why I just complained now”. If they do consider my older loans I can get a refund of up to £2000.
Im still waiting for PDEX final response. I dont know why they havent send me anything yet. Its been 16 weeks now. I sent my complaint the same date I sent my complaint to PDUK.
A combination of my loans from PDUK & PDEX I could get about £3500 of refund.
I dont consider a success yet, until I see the money in my bank.
Does anyone know when will FOS look at my case? because I forwarded my complaint to them in Dec. 2018 just before Christmas.
Ann Brown says
Hi Naro my complaint against the Moneyshop had been with the FOS since November and still not been assigned to an adjudicator purely down to the sheer volumes of complaints they are dealing with
Katie says
Mine has been with the FOS since early MAY. Was picked up by an adjudicator end November. This is for the last 7 loans I had as they had repaid the earlier ones but didn’t agree to these ones.
Jean hall says
Recived an email from the adjudicator stating that they have sent their opinion to money shop … which states that they will look into all of my claims they have given the M/S 2 weeks to get back to them … my claims stem back from 2007 right up to 2014 continuious borrowing
Can any one tell what will happen next ?
Put my claim into the fos in August so hasn’t been to bad
Carrie says
Has anyone had any luck with PDUK for loans around 2009? Also for TMS loans from 2002? I currently have two complaints with them concerning cheque based loans and payday loans. They are now in the 13th week of handling my complaint. Should I just take it to the fos? Thanks
Sophie says
I sent my first email requesting a list of loans from Payday UK over 6 weeks ago. They’ve sent me an acknowledgment email saying they will look over my complaint and send a final response within 8 weeks of the first email, but I still haven’t received any information on the number of loans I took from them. Should I press them for the list or just wait and see what they say?
GM says
Press them hard, ag them! It should be sent within 4 weeks as per the FCA rules, so no excuse not to adhere to this. 8 weeks is for the complaint resolution, not for SAR requests.
Sophie says
Will do. Thanks.
Andy says
Sara,
After originally complaining on 4th September 2018 to both pduk and payday express I too have had to endure the pathetic excuse for customer service and all of the stalling tactics the money shop use. I had 10-12 loans with both brands at the same time back in 2010-2011 so they’re all over 6 years and I expected them to be a tad slow but I’m absolutely raging with how they’ve treated me.
The last email I had from tms (identical email for both complaints) said that as I entered a dmp to pay off my final loans with both brands I should have been aware I could complain then and therefore I fall outside of the 3 year rule and so they will not consider my case. This was 4weeks ago and I responded the same day stating that had I been aware back then I would have complained rather than enter the dmp wouldn’t I? No response from them since 😡 sent everything to the ombudsman after 8 weeks and have continued to do so but I haven’t even had an email or letter from them regarding my complaint either!
Any advice?
Sara (Debt Camel) says
Sit tight and wait for the Ombudsman to get round to your case. This “you were in a DMP” is a very weak argument. Being in a DMP shows that you knew you had financial problems but it doesn’t mean you realised the lender was at fault for irresponsible lending.
Andy says
I’ve even offered to remove the final loans I had with them both from my complaints as they were the ones I paid back under the dmp but as usual there’s no response.
Ive even tried to forward them copies of their old emails they sent me which make no mention of a customers right to complain – my argument being that they should have informed me of this right but as they didn’t then how was I supposed to know? But again, nothing.
It’s amazing how my complaint to lending stream at the same time has all been agreed and already refunded to me when they were the ones I least expected to hear back off let alone agree with me. They responded to every email, answered every phone call, even contacted me first on some occasions! That’s an American company with customer service offices in Indonesia responding to a complaint from a British guy – everything done on time and efficiently and yet TMS treat every complaint over 6 years with utter disdain – and this is the company I would have thought would be easiest to deal with
Sara (Debt Camel) says
well… let’s say you got lucky with lending Stream. There are many people here who think LS have appalling customer service.
Andy says
Only thing I could fault them with was that they waited until the 25th day of the 28 days to deposit the £1300 refund.
I’d estimate that I paid about £3500 in interest to both pduk and payday express over the same period so maybe the potential for having to refund a big chunk of that in addition to the 8% interest is what’s making them drag this out for as long as possible
Laura says
Hi
I recently received an offer from Payday UK that I am happy to accept. All loans were eventually repaid to them so the refund should come straight to me. However I have another load of loans with payday express which are still outstanding. Can they use the refund from payday UK to pay off some of the outstanding loans to payday express?
Sara (Debt Camel) says
Yes they can, but I don’t know if they will. Have you complained about Payday Express as well? If not so far and you intend to, check that the refund you have been offered doesn’t also cover Payday Express.
Laura says
I have complained separately but didn’t feel the offer from payday express was worth accepting so I will escalate this to the FO. On the response letter from them it states that if I accepted the refund would be used to clear any outstanding loans but the one from payday UK asked for my bank details.
Dave says
Good evening, I’ve had a final response from PDUK, a few of my loans were over 6 years before the date of my complaint so they are asking why I didn’t complain sooner. Fair enough, I can answer that.
However, for the remaining 3 loans that are within 6 years, their final response is that they ‘should have done more checks’ but they are ‘unable to determine’ an outcome and are asking me for bank statements for this period. Just wondered if anyone else has had a response like this, all my others have either been upheld or a straight reject.Thanks.
Laura says
I had the same response from them I sent the requested bank statements and a copy of my credit report. I had a response from them 10 days later saying they uphold my complaint and made me an offer which I accepted.
Laurence says
I had exactly the same from PDUK, a very standard response from them (they do this to buy more time and no doubt hope that one or two give up and don’t follow up)
Be warned though, if you’ve already escalated to the FOS they won’t continue to discuss an offer with you.
I’d be v strict and give them a timeframe to come back to you (say 2 weeks) if they haven’t made you an offer in that time refer it
Dave says
Thanks for the replies, I have sent them the required information with a 2 week deadline for an amicable resolution.
Vicky says
I am intrigued. After weeks and weeks of waiting, 2 weeks ago I got a reply from PayDayUK asking why I haven’t complaint earlier and replied back with the same paragraph from my initial letter saying ‘just found out I can complaint recently’. They promised to get back to me within 2 weeks. Today (1 week to go) they email and want to speak to me to ask some questions and it won’t take more than 10 minutes of my time. They also said they won’t be able to give me their final decision over the phone either. I am so intrigued what do they want to speak about???
Anne says
I’ve just had this exact same email!
Anne says
I have just spoken to someone who asked me the same question ‘why didn’t you complain earlier’ which I have already told them twice.Ive now been told that I have to wait another 2 weeks for a response.It really is rediculous now.
Vicky says
Haha! I wonder what they are going to come up with again in 13 days…
Sara (Debt Camel) says
If they ask you why you didn’t complain earlier, point out you have already told them this twice and ask why they haven’t read what you sent. Ask to speak to a manager!
Nicollette says
What happens when a company say they need more time in one email,then the next day a decision has been made.. PDUK has knocked me back on all 4 Loans I had during 2016. It was all investigated rather quick the loans totalled about a grand.Should I take my Complaint to the FOS? Safety net Credit Did the quickest investigation ever. I was turned down by them that also…
Sara (Debt Camel) says
The email saying they needed more time would have been automated – just forget about it.
Also ignore whether a lender made their decision at 3 days or 8 weeks – that depends on their internal procedures and has nothing to do with how good your case is. What matters is if your case should go to the Ombudsman… 4 loans in 2016 – yes that is probably worth sending to FOS – definitely if the loans got larger or your credit record would have shown that you were getting into more financial problems.
SafetyNet Credit – how many months did you borrow from them? Do you still owe them any money?
Nicollette says
No I don’t owe safety net credit nothing. I used them for about 3 months. However I defaulted & they then took the outstanding balance which lead to me using another pay day loan.. I’ve sent both cases to the fos, we will just have to wait & see.
Sara (Debt Camel) says
OK, the point to stress to FOS about SNC is that they could see your bank statements, so they should have been able to see the mess you were in and not lent in the first place. And it was then unfair to take the repayment leaving you in such a mess.
Nicollette says
I totally agree with you. I even pointed that out to SNC, we will just have to wait & see.2016 was a horrible year for me Financially.😞
karen Hayes says
Hi
I am trying to claim back from payday express, for 3 loans I had in 2013. I got behind with my 3rd loan, but made an arrangement to pay it back.Amount £387.00 was fully paid up in Dec 2016. I have the relevant documents confirming this, but do not have the bank statements showing the initial loan I had. I do not understand why its not on my statement, it was the only bank acc I had at that time. PE are saying they need these,& that the arrangement doc & confirmation of full payment are not enough. is it worth me going to the FO.
Karen
Sara (Debt Camel) says
That sounds unusual – have you checked if there could be a credit for a slightly different amount showing from a name you do not recognise in that month?
But yes, despite this issue, I think that it is worth taking your case to FOS as PDE can hardly deny they gave you the loan.
Sara (Debt Camel) says
When did you get this reply from PE?
John says
Hi all, the Money Shop has until Monday to reply to my adjudicator . Just curious to know if they accept most adjudicator decisions.
Sara (Debt Camel) says
Yes they do. No guarantees of course, but TMS usually accept adjudicator decisions.
C says
That’s helpful as mines due aswell,
Also, after going back to my adjudicator as you suggested, explaining the gap between loans was not long (2 months) considering one of their (FOS) cases of 5 months being regarded as continual.
I’ve now had two more loans included.
Many thanks Sara.
C
John says
Hi C, when is your adjudicator deadline for TMS to respond ? Good luck and please keep us posted.
Thanks
C says
Mines due next week John, no news for you yet then?
Cheers
John says
No news yet mate , still waiting for TMS to respond to adjudicator.
Stuart says
Received an email today from the ombudsman regarding my complaint against paydayuk. They are asking for further banks statements and also an income and expenditure sheet. How can I be expected to remember my income and expenditure from back in 2007 – 2012?
John says
Hi Stuart, you can go through your old bank statements if you have got them and try and write down your regular expenses and income at the time and this might also refresh your memory on other things that you were spending money on which would not have appeared on the statements as maybe you would pay with cash.The expenses figure is only a close estimate and would not be a perfect figure as they are only trying to build a picture of your finances at the time you took out the loans.Hope this helps
Stuart says
Hi John thanks for your help. You are right this will probably be the best way to do it.
Shannon says
Hi
I recently got a payout from Payday UK, but they refused to go back more than 6 years and are asking why i did not complain sooner. The fact is I did contact them 18 months prior to them looking at my complaint and they refused to send me any info on my accounts. Do you think I can claim back the 18 months prior to 6 years. This is what they sent me below when I originally enquired nearly 2 years ago.
Thank you for your recent email.
This account currently has no sums due or payable. Therefore, we have no current obligation to provide a statement of account under Section 77 of the Consumer Credit Act as per Subsection (3) of Section 77 which states that the requirement under Subsection (1) does not apply to – (a) an agreement under which no sum is, or will or may become payable by the debtor….”
Thanks
Shan
Sara (Debt Camel) says
18 months ago, did you actually complain or just ask for a list of your loans?
shannon says
I asked for:
The total amount of money I have borrowed.
The total amount of interest I have paid.
A detailed summery of my account and loan history since my account was opened
This was all with a view to making a complaint but they twice denied me this information
Sara (Debt Camel) says
Well you could go back and say you would have complained sooner if they had sent you the information you asked for. But I am not sure this will get you anywhere – it may be much simpler to send the case to the finanical ombudsman.
Joanna Kent says
Payday UK and Payday Express, I left it too long and FOS cannot do anything – Both companies have refused to give the FOS access to the information required. I how have a court summons for Payday UK – This loan is not quite 6 years old. I am very cross about this! Any advise on this would be appreciated. Thanks
Sara (Debt Camel) says
Do you mean you mean you had a final response from the lender more than 6 months ago and have only just sent it to FOS?
Joanna Kent says
I am afraid so, personal reasons got in the way and the time was gone, although I did not realise at the time that there was a time limit. Too much else going on. Now a court summons. I have requested full statements from BW Legal and I have requested them direct from Payday UK, which can take a month. I guess I have blown it. The account is in default, which I guess is obvious!
Sara (Debt Camel) says
how many times had you borrowed from PDUK before the defaulted loan?
John says
Hi Sara, everyone, I have just literally received an email from my adjudicator informing me that the Money Shop has agreed with his assessment and will be paying me back £4500 after all the deductions. I am chuffed to bits and can now start to put this dark chapter behind me . Once again thank you Sara, you never know how much difference you have made to peoples lives by creating this wonderful website and your dedication.
C says
That’s fantastic news John. Really chuffed for you mate.
Mines due next week so I’ll keep you posted, I don’t think it’s near your value as mine was one of the lower end of the PDL’s I used.
Have you anymore due.
Great job 👍
C
John says
Thanks mate, at least I can now start to bring closure to those dark days that we used to go into Money Shop stores to borrow via cheques, the indignity of it all especialyl when extending or your cheques returned as unpaid you would be charged twice by the bank and Money Shop and it became a trap that you could not come out of. I am hoping for some good news for you as well soon and for everyone else who is waiting on thier PDL complaint.
C says
It’s incredible how dark those days were John. Yet very cathartic to talk about it and get a positive from it through Sara’s work here.
Be kind to yourself my friend, the darkest days are over.
Use the money wisely and enjoy 👍
John says
Thanks, will definately use it wisely.Sara has been amazing on this site.
John says
HI C, this is my first PDL refund although I have had loans settled by Wonga in the past and I also borrowed from Cheque centres who are now in admnistration but Money Shop loans was the biggest of them all.
Bill says
Hi john, well done on winning your case, you mentioned cheque centres, I had hundreds of loans with them, tired last summer but to no avail as apparently some company dealing with them, did you have any joy with them? Also my loans with the money shop where between 2007 and 2009, I banked with Santander but cannot get any statements! Has anybody else had statements from Santander for the the period I mentioned?
Bill
John says
HI Bill thanks, I did not get any Joy from Cheque Centres because they had gone into adminstration by the time I wanted to lodge a copmlaint.I decided not to pursue the complaint because I did not have a balance on the account and any redress would have been very small because of being an unsecured creditor.Have you tried sending Santander a subject access request about all the information they hold about you or you can choose to be specific and request for your copy bank statements.They are required by law to comply with your subject access request and they may be able to find those statements for you. I banked with Barclays and was able to get my statements from as far back as 2007 through a SAR , after having been repeatedly told it was not possible by branch staff.
John says
Hi Bill Thanks. I did not get any Joy with Cheque centres because they had already gone into adminstration at the time I wanted to complain and decided not to pursue with the complaint as any redress would have been very small and I did not have a balance on my account.Have you tried sending Santander a Subject Access request for all the information that they hold about you or you can choose to be specific in your SAR and mention that you are requesting copy statements from your account for the said period .They may be able to provide you with your statements and they are supposed to respond to your request as required by the GDPR law.Should they not have the statements they are supposed to put this in writing to you.I bank with Barclays and was able to get my statements from 2007 through SAR after having previous been told that it was not possible to have statements that far back numerous times by branch staff.
Vicky says
Well done! Very pleased for you! What an achiviement!
John says
Thanks Vicky, its been a tough journey but there is now some light at the end of the tunnel.
Bill says
Thanks john, I’ll give that a go
Bill
Taya says
Hi,
I`m so grateful to have found this page. There is so many useful information, thank you!!
In 2016/2017 I borrowed money from 6 different payday lenders, some of them have granted me a few loans one straight after another or even a few loans at the same time. It was incredibly difficult times; I was supporting a partner at the time who suffered with mental health problems.
Eventually I had no choice but to enter into DMP and have so far repaid about 3/4 of all debts. Just today I logged into my Safety Net account and realised they are still applying interest!? It`s smaller but still! It was agreed with StepChange they would stop it completely. Safety Net had full insight into how miserable my financial situation was with all the loans and a massive minus on my account already…
Anyway, thank you again for this website, I wasn`t aware I can complain and hopefully get some of the money back.
Sara (Debt Camel) says
A definite complaint to SNC then! First for the unaffordable lending and then for not freezing interest. Make sure your complaint is clear that these are two separate issues.
Also to the other 5 lenders…
Good luck.
Carrie N says
Hi
I’ve had a reply from PDUK asking why I didn’t complain earlier I said that I didn’t know that I could complain before now and that they didn’t tell me that I could complain when I took the loans out. Is this sufficient enough?
Sara (Debt Camel) says
yes – you can add some detail on when and how you found out about complaints – saw an advert on Facebook, a friend sent you a link, just whatever happened to you.
Gareth says
Hi, i am after a little bit of advice, i’ve sent several emails to PDUK/PDE in regards to a complaint about irresponsible lending (02/01/19). First email back said couldn’t locate my account, can you send further information, which i did. Yesterday had email back with all the loan details (20 loans in total) asked at what stage my complaint was at. Reply this morning, once again says can’t locate your accounts please send further information and resubmit your complaint. ANy suggestions at what my next move is please
Sara (Debt Camel) says
I suggest you forward them the email they sent you listing your loan details. If this carries on, you can go to the Ombudsman after 8 weeks from 02/01 and ask for extra compensation for the way they have messed you around.
Anne says
I have now received my funds from payday UK but I also had an email regarding my loans from Pay express last month stating that I need to send over bank details.I held off on sending my bank details and have just searched my inbox to find the email and all the emails from the money shop have disappeared?! This is a bit random but do you think they have recalled the emails??
Jolo says
Hi Anne
Did the money shop emails go to your spam folder?? Mine did and after 30 days they automatically delete (all spam not just from them) so it could be that. I Always screenshot mine so I have a copy. It could just be that
Stuart says
I’ve made irresponsible lending complaints to 16 different companies using the templates here for loans between 2010-2016. I’ve had success with a few having received over £3000 redress to date. The others are with the ombudsman. Payday UK (The Moneyshop) are the last one I’m waiting on. They keep dragging the process out by asking for more information that I’ve already provided. They never respond to emails and when I call they are friendly and professional but can’t give you any real update. They are by far my biggest complaint as I’ve paid them over 6k in interest charges so fingers crossed they offer a reasonable settlement.
Sara (Debt Camel) says
At some point you need to send this to to FOS.
Stuart says
You’re right Sara I just keep hoping they’ll offer a fair redress to save waiting forever with FOS. We’re now on week 10 so they’re already over the 8 weeks. I’m going to give them one more week then send to FOS
Vicky says
They will take full 12 weeks then another 2 weeks and then more questions about reasons why you didn’t complain earlier, two weeks later they will want to speak to you about the same reason. Once you send it to FOS they won’t repky at all. I waited for 17 weeks, sent it to FOS, rung TMS for tab update and they washed their hands, said ‘it is with FOS now, we won’t be dealing with you directly’. Then it is another 6 months wait with FOS.
Good on you getting so much money back! Life changing amount!
Robin Savage says
I sent my original complaint to TMS & PDUK back in September last year along with other lending companies. Same as you, I received rubbish answers and stupid requests and then I sent them all to the FOS after the 8 week period. I think this is the only logical way forward and also someone else to fight your corner. I’m still waiting for an adjudicator from the FOS, but I appreciate that they are inundated with cases.
It’s going to be a waiting game whatever you decide, but hopefully something comes of it in the end. Good luck
Andy says
Hi all, and thanks Sara for creating such a helpful site!
I’ve spoken to Payday Express today about a complaint I logged with them on 15th November, and to which I’m still yet to receive any written response outside of automated emails asking for more time.
After initially speaking to the complaints team via the number advertised on their website, I was then given another number (01903 768769) to speak to another team who were dealing with my issue.
After a 15-20 minute wait(!), I was eventually told that my complaint was at day 83, and Payday Express are currently picking up complaints at around day 100-105. This number has apparently come down in recent months, and I was told that teams are now working weekends and overtime to try and clear the backlog.
Long story short, I’m still not going to hear anything for another 20 days at least I suspect. I submitted the case to FOS once it got past the 8 week mark anyway just to get the ball rolling.
I just thought I’d share the information in case it’s helpful to anyone.
Stuart says
I think I’m going to have to do the same and refer to FOS. I’ve tried everything to get a response. Emailed the CEO, left a negative trust pilot review, contacted their press office advising I’d contact The Guardian Money, nothing has made any difference it just drags on and on. They are the only company tonot yet issue me a Final Response and they are by Miles my largest value complaint.
Kate says
Hi all, I’ve received a response from the money shop who have said they will pay me out on 14 of my loans from 2013. I have replied and accepted their offer. Does anyone know how long it takes to be paid? I made my complaint through resolver on the 24th October 2018. They tried to ignore some of my messages and sent me a shirty email/letter saying they had no record etc. I then emailed their customer relations department stating the facts and have finally had some correspondence and then an offer. Customerrealtions@themoneyshop.co.uk
emma says
Mine took 3 weeks to be paid
CarrieN says
Hi everyone
Just an update I have received a PDUK redress for some loans taken out over six years old so I will keep my fingers crossed for all of you who are still waiting for an answer. I didn’t escalate my case to the fos. I waited for well over the 56 day time scale but it came good in the end. Good luck to everyone :)
Lee says
Anyone know how quickly PaydayUK pay out? I’ve sent bank details etc to FOS. Just waiting for the money. Anyway of speeding it up too?
Vicky says
Congratulations! Don’t know how long they take but well done for getting somewhere!
kate says
Ive rang them! Apparently it takes up to 10 working days for the money to be transferred and 28 days for my credit file to be updated. I shall keep you updated.
Colly. says
All in all it took 8 months for my decision from the point of asking for my statements which were from 2004. They initially refused to look at the loans over 6 years old so I went to the FOS. They played hard ball with them, but today I’ve got the decision I wanted. They have repaid loans, interest and 8% per annum, totalling £2500. They will also remove the loans from my credit file.
Sincere thanks to Debtcamel for the advice and instruction to initiate this process. Stick at it guys, it WILL pay off!