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
Maria D says
Good evening
After finding this site and taking advice from Sara I made claims against PDUK and Quickquid in October last year.
Quickquid requested bank statements and despite me sending them, they rejected my claim, which I’ve now referred to FOS.
PDUK (The Money Shop) sent emails advising they were behind in processing my complaint, however last week they made me an offer. This was for loans less than 6 years old, however they did not request any additional information, which has made the process extremely easy. After consideration I accepted their offer which was paid into my account today.
Almost £1000 received for sending one email after finding this website . I am very very happy. Thank you Sara x
Mary says
I received an offer last week. How long do they take to transfer the money in the account
Ann Brown says
Hi Mary I too received an offer which I accepted last week but going on the previous time delaying tactics do not expect my refund to be with me for a while
this was from Payday Express and The loans were over six years my Moneyshop complaint is with the FOS but hasn’t been picked up by adjudicator yet
Maria D says
I received money into my account within a week of returning my signed acceptance form 😀
C says
Evening all,
Great news, TMS agreed with the adjudicator today and I’m now due to receive just over £3’100 in the next four weeks.
I fully under estimated how much I paid in interest as a lot of the payments weren’t on my statements as I paid many of them in cash in store.
Another success. Two last lenders pending now.
QQ which was passed from adjudicator to ombudsman a few weeks ago and
THL which the adjudicator has made their decision today aswell, which is 12 of the 14 loans, albeit I’ve raised a challenge as I believe there are 15 loans on my statement.
All positive though.
C
John says
Hi C, congratulations I suggest you contact the Money Shop if you have already done so to give them your payment details so that they can start processing your payment whilst they await confirmation of your acceptance from your adjudicator because it takes a couple of days to reach the payments team.I got my payment 12 days after contacting TMS, enjoy 😉
It’s good to see that the Money Shop is now taking a bit more responsibility in dealing with complaints although more could have been done earlier on in the process by not wilfully rejecting reasonably strong cases and looking to settle them with good offers because people eventually get more by going to the ombudsman and it ends up costing the companies more money.
There is a high uphold percentage at the FOS and the dalays will eventually catch up with the companies , so pushing this under the carpet will not work , a proactive approach earlier on is a much better way of dealing with complaints.Perseverance and patience is key to those waiting on an outcome , good luck everybody.
C says
Thanks John.
I’ve been given a specific email address for TMS by the adjudicator as the ombudsman is unable to forward on bank details now. Not sure why, may be GDPR or something.
I won’t post the email address but how did you contact TMS.
Thanks John and all the best mate.
John says
Hi C, the number to contact Money Shop is 01903768769 but be prepared to be on hold for at least 30 mins before you get through. All the best mate
tom price says
morning, adjudicator has found in my favour after PD express who were unable to determine when I left it to them. The deadline for there response was yesterday to see if they accepted the findings.
Any one know how long they normally take to do this. the adjudicator said she would chase it up from them does she give them another week or so?
Sara (Debt Camel) says
Adjudicators always give the lender another couple of weeks. PDE accept most adjudicator decisions, let’s hope yours is one of them.
Josh says
Hi Tom
I’m still waiting for mine, the deadline was the 6th Feb. Should hear soon.
Nicollette says
Hi, I’ve just received a letter from FOS, asking for Bank Statements, With Regards To PDUK. What if I don’t have any statements from back then? I had 4 loans From 2016…
Sara (Debt Camel) says
that’s very recent – you should be able to get copies of those bank statements from your bank even if the account has been closed. You are very unlikely to win your case with FOS if you don’t.
Nicollette says
Ok , That’s Fine i’ll Go ask my Bank For Them.. I stopped getting Statements ages ago. What about the Credit Report?
Nicollette
Sara (Debt Camel) says
Download a copy of your current Noddle report – there is no way to get old reports.
Angela says
If just had an email from adjudicator saying he has upheld my complaint ao loans over 6 years ago from Payday UK MEM . He has written to them and given them 14 days to reply.
Has anyone else had experience with this company and do they tend to come back with more evidence and disagree with the adjudicator.
GM says
That’s brilliant. I’m waiting for mine to be picked up as its at Jurisdiction level at the moment.
Sara (Debt Camel) says
They usually accept adjudicator decisions – I hope they do with yours.
Scott says
Hi all, great to hear that so many people are making progress an update from me.
I had rejection Final Response Letters from both MS and PDUK earlier this month, both asking for further information as to why I did not complain sooner as all my loans were over 6 years old.
MS followed up with an email a few days after the Final Response letter asking me to call them, which I did earlier this week, and explained why I had not complained sooner.
Today, I received an updated Final Response letter upholding my complaint for 30 loans (interest of over £600 and 8% interest of over £400) and rejecting my claim for a further 19 loans due to insufficient information.
This is without taking the case to the FO so they are absolutely paying out on cases over 6 years old – some of my loans are almost 10 years old. I have decided to accept the offer due to difficulty of getting hold of bank statements from so far back and the relative value to me.
I still have a complaint in with PDUK and will be providing them with further information – I believe the volume of interest I paid PDUK was significantly higher than with MS so I’m hoping for a good result there.
Keep at it everyone – it will be worth it in the end. Sara – I cannot thank you enough for your generosity in creating this site and helping us to make these complaints. This was such a dark time in my life and it’s a really good feeling for something positive to come out of it so many years later.
Yasmin says
I totally agree with you, it was an awful time when they were taking our money, which we couldn’t afford to pay back so had to take out further loans. Knowing what I know now, I never would have touched them but I’m pleased you, myself and a whole host of others are getting their money back !
Andy says
Lucky you mate, my complaints have been in with both pduk and express since 4th September 2018 and only a couple of weeks ago did I get to the stage where they ask why I was only complaining now about loans from 2010 and 2011….alas, I entered two dmp’s to pay my last loans off so they’re tactic was to say I should have known I could complain if I entered a dmp so they rejected my complaints. I then replied with evidence showing that neither they as a company told me of my right to complain, nor did the people running my dmp so i thought they’d have to agree with me. But Sod’s law, the fos requested a copy of my records shortly afterwards and now they’re saying that all correspondence with them will have to be done through the fos and they can no longer discuss my complaint and with me 🤯 looks like I’ve got another 6 months at least before this gets resolved 😒
Vicky says
Hi Andy, I am in exact same position. Complained in September, twice replied why I didn’t complained earlier. They promised to get back within two weeks. I rung them on the last day and they tell me my complaint is with the FOS now. It is so annoying, they almost offered me.. it was 3 weeks ago. Haven’t herd anything from FOS :(
Sara (Debt Camel) says
Of course they may not have made you a reasonable offer… but I agree this is very annoying.
Scott says
Frustrating to have to wait longer but I’m sure it will be worth it in the end mate. Good luck with the FO.
cheryl says
hi all
after about 5 months, i have recently accepted an offer from payday uk recently – agreed to payout all but the first of 12 loans taken consecutively, does anyone have any experience of how soon they pay?
Laura says
I have accepted a redress offer from payday express and sent my bank details. They have told me 5 working days for it to reach my account. Hopefully will be in my account on Monday. Fingers crossed
Ann Brown says
Hi Laura have you had your refund yet as I have been waiting since the 2nd of February for mine
Stuart says
I’m apparently in a managers queue for my final response to be approved. We’ll see how long that takes. It been 12 weeks now. I’ve calculated I’ve paid approx 4K in interest
Iain123 says
Within 28 days, usually ten. The pay Mondays or Tuesdays.
Call them on 01903768769 if no money within two weeks. Prepare to hold on the phone for at least 30 minutes.
Joanna Kent says
I cannot get any satisfactory response out of Payday UK or Payday Express.
They refuse to look into my complaint. I have left it too long to go to the FAO. Anyone have any advise?
Thanks
Joanna
Sara (Debt Camel) says
You need to defend the court case from BW Legal. There is nothing you can do to make the lender of FOS looks at this old complaint – you have left it too long.
John says
Anyone know what PDUK are like at responding to adjudicators decision they have until Friday ?? or will they drag their heels n not reply so it goes to ombudsman to make decision for them ?
Sara (Debt Camel) says
They often accept the adjudicator decisions but can be slow about it.
Ann Brown says
Hi all spoke to a Manager today as I have been waiting since the start of February for my refund from Payday Express I accepted the redress offer submitted the form but guess what the manager said the Treasury Team sent it to a wrong bank account this was after my form was sent plus two further emails confirming my bank account details and as the Treasury only process refunds on a Friday will be another week honestly it’s just a laughing matter now the incompetent of this company I also had a complain with Payday UK for loans same amount and dates loans were taken out as Payday Express but they refused complaint of affordability which leaves me slightly confused considering they are all part of the same company any ideas Sarah
Sara (Debt Camel) says
were you sent a single response to your PDUK and PD Express complaints or two separate ones? Have you asked them why they didn’t uphold the PDUK one?
Ann Brown says
Hi Sarah yes it was two separate complaints I did ask question the complaint handler but he didn’t respond back after a week and no reply I submitted it to the FOS
Joe says
Had my complaint for Payday UK rejected in June last year and so went to the FSO.
Had all call yesterday to inform me he has ruled in my favour on all loans ( dating back as far as 2008 ).
I had 5 separate loans from them, one rolled over 9 times another two rolled over 8 times and the rest rolled over between 2 and 4 times.
Waiting on the figure from Payday UK but should be a good few thousand.
Don’t give up people, justice will be achieved in the end.
Sheena anderson says
Hi Joe
I was informed on 8th Feb that the adjudicator voted in my favour that 7 out of 8 loans with PDE were irresponsible, rolled over more than 30 times. They gave them 14 days to respond to their decision, as yet no response, will see what tomorrow ( day 14 ) brings
Sheena
RobC says
Hi Sara, after some advice. My PDUK claim has gone to adjudicator, and has come back saying loan 1 (£125) she can’t uphold as it was first loan. She then said loans 2 &3 (£200 & £250) both of which I deferred several times, she believes they should have done better checks. But then went in to say she can’t uphold it as she can’t say it was unaffordable, these were from 2009/2010 and haven’t been able to get bank statements before 2011 to verify expenditure. When I then asked back that the credit check PDUK did would have shown up all the loans/ cc/ payday loans, she said they didn’t do a credit check or any other checks just went on income, she even said they didn’t have my expenses from then as they didn’t ask. I have asked her to forward complaint on to ombudsman as I can’t understand how she has rejected claim. What else could I say or do to change her view, and what’s the usual ombudsman decisions after referred from adjudicator after they reject it? Any advice I’d be grateful. Thanks
Sara (Debt Camel) says
Where there isn’t complete evidence, FOS has to make a decision “based on the balance of probabilities”. So what is there you can say that will suggest that the ombudsman should decide that the loans were probably unaffordable for you…
Had your finances changed much between 2009/10 and 2011? If you were living in the same house and earning much the same (do you still have payslips of P60s?), you can point this out and say your 2011 bank statements show how much you were struggling.
Do you have any paperwork that suggest you had financial problems in 2010-11 – letters from debt collectors, CCJ paperwork?
Otherwise you are falling back on the “I was borrowing again which shows I couldn’t repay a loan and get through the next month.” argument. Be specific – point out you took loan 2 straight after loan 1 and it was for more. Then you rolled it [x] times. You repaid it only to borrow more again and have to again roll the loan [y] times. Suggest this is a picture of someone caught unable to get out of payday loan borrowing.
John says
So the adjudicator has given PDUK until end of today to agree to their findings after that had upheld my complaint?? Shock no response 🙄 what happens now then cos obviously they ain’t going to respond now 🤷♂️
Sara (Debt Camel) says
oh they may respond in the next week or two… If they don’t, your complaint goes into a queue to be picked up for an ombudsman decision which is legally binding on the lender.
How happy were you with the adjudicator decision? Because if the adjudicator said to refund loans 5-13 you may have been happy to accept that as a good compromise but feel loan 4 should also be refunded … if it has to go to the Ombudsman, write in and say you would like the ombudsman to also consider refunding loan 4 because of x,y,z.
Ellie mac says
Just got all loan interest refunded from 2008 plus 8% totalled over £5,000
Chuffed to bits
Sarah says
I had an offer of £707 sent back my acceptance letter any idea how long it takes to clear in your bank?
Also its great that these companies are paying out finally really nice to see so many success stories
Andy says
I’ve just had a very poor Final Response from Payday Express regarding a complaint I logged on 15th November 2018. Here’s one paragraph from said letter:
“Thank you for taking the time to provide your feedback to Payday Express, having reviewed your concerns I can confirm that I am unable to uphold your complaint on the basis that Payday Express has never deposited any funds to you.”
As this was demonstrably untrue, I called the complaints team and explained that I had emails and bank records of dealings with Payday Express. Having given then (very helpful and apologetic) call handler no more detail than was in my original complaint he was able to find records of loans to me within a matter of minutes. I’m now told that my case is being referred back to the complaints team manager for further investigation.
It’s probably unsurprising given the number of complaints flooding in, but it seems like PDE aren’t being quite as diligent as they could be in some cases.
Karen says
Hi
The response I had from FOS about money shop I have rejected it as I think it’s wrong one letter telling me I have payed 2 loans off then it say I owe on 2 loans the interest and charges and the 8% money shop give me they are buying back the 2 loans as I owe on Plus 1 loan was cancelled in 2016 loan 1 was rolled over 7 times payed off loan 2 was rolled over twice payed off loan 3 was cancelled in 2016
So I don’t get nothing these loan or over 6 years of
Can anyone put any lite to this can’t understand it at all
Thank you
Sara (Debt Camel) says
If you think the letter from FOS is factually wrong about the number of loans or when they were repaid, you need to go back to FOS and say what you think happened.
Jean says
Hi all l am still waiting a response back from the fos … they have sent me a letter saying that they are willing to look at all my loans. The fos has sent a request to money shop asking if they agree to this … when l called FOS they stated that money shop agreed, my adjudicator said they would let me know what would happen next. This has been 4 weeks now every time l call they are telling me that a different adjudicator has to assess the claim …
I have had loans from 20/07/2007 continuously through to 29/05/2012 a total of 130 rollovers not sure what will happen now. I have just had 1 of my quick quid claims denied on affordability so somehow feeling a little deflated
Sara (Debt Camel) says
“now every time l call they are telling me that a different adjudicator has to assess the claim ” yes that is right. FOS have so far just been looking at whether they can look at the older loans. Now they know they can, someone will assess your case. That is a lot of borrowing! Do you have bank statements for any of that long period to help your case?
“I have just had 1 of my quick quid claims denied on affordability” sorry to hear that – was that from an adjudicator? how many loans did you have and why did the adjudicator think they were affordable?
Jean says
Hi sara l have sent credit report plus bank statements so they have all they need.
In terms of quick quid l just had 4 loans over l think a 4 month period and that was in 2013 to be honest didnt think l would be successful with that one. Yes adjudicator denied claim they stated that my expenditures show that l had enough money left over to survive of after l made my payments
Sara (Debt Camel) says
OK, well that doesn’t sound that strong a case. There is no point in trying to take cases you didn’t expect to win through to the Ombudsman level.
Andy says
Hi PDUK have accepted my adjudicators decision I have signed my acceptance form The adjudicator has told me to contact the Lender to sor out refund. Has anybody got a number to contact them or should I use the main number on their website..thanks andy
Andy says
Hi Andy,
Best number I’ve found for speaking directly with the Complaints team is 01903 768769. Sadly I’ve not had cause to contact them about a refund just yet, but fingers crossed!
Karen says
Hi
I got this email today from money shop
Thank you for your email on 25 February 2019.
I can see your complaint has been referred to the Financial Ombudsman Service for independent review.
They have assessed your complaint and we have made an offer.
All communication needs to be made via their service. They will explain their findings and answer the queries you have raised.
And this is what money shop offered me
The Money Shop have replied to my assessment and informed that they agree with my outcome.
They have provided the following calculation:
Interest and charges paid: £75.00
8% interest: £41.01
20% tax deduction: £8.20
Total redress: £107.80
Less outstanding balance of £351.00 (total of loan 2 and 3)
Remaining outstanding balance £243.20
Please note, loans 2 and 3 are still outstanding with PRAC and were sold separately. I have used a total balance for the calculations but I have requested a buy back as follows;
Loan 2) £148.29 sold, partial buy back requested for £107.80, leaving a balance of £40.49
Loan 3) £202.71 sold, balance still remains
If PRAC state the customer has made any further payments, then I will recalculate the redress.
We will also remove these loans from the customers credit file.
What should I do now
Sara (Debt Camel) says
You need to see if you agree with the figures.
So for loan 1:
Interest and charges paid: £75.00 was that correct? If it was then the other associated figures (8% interest: £41.01, 20% tax deduction: £8.20, Total redress: £107.80) will also be right.
Loan 2 – how much did you borrow? did the adjudicator say this loan was unaffordable? how much if anything have you paid towards it with TMS? how much is anything have you paid to it with PRAC?
Loan 3 – same questions as loan 2.
Ryan says
Hi,
I have found some old records showing I have loans from Month End Money in 2012, I believe I should be contacting Pay Day Uk for these.
I have used an email from last year from claims I was making direct from Pay Day UK loans but the email is no longer working.
Does anyone know the email I should be using?
Thanks
Andrew B says
customerrelations@themoneyshop.co.uk
By all means send via email but response will be very slow if at all.
If you’ve got the time ring them 01903 768769 you will be probably be on hold for 20 mins ( at least! ) but they are helpful and will try and steer you in the right direction
Sheena anderson says
Hi Sara
Still no response from Payday Express to the adjudicator, that’s now 6 days after the deadline. Does anyone else have any experience of this happening and should I be getting worried or will they reply eventually
Thanks
Joe says
Hi Sheena,
Any luck with a response as yet?
Mine is only 4 days overdue but it is a worry when they start to ignore the FOS
Thanks
Joe
HH says
Evening All,
I have just had PDUK agree to give me a refund- hooray!! However, they’ve asked if I can send my bank details straight to them. I’ve looked everywhere, but can’t find an email address anywhere.
Can someone please point me in the direction of their email address that won’t bounce back?
Thank you.
H
adam lackford-pearce says
Try CustomerSupport@themoneyshop.co.uk
I had a refund from PDUK a few months ago and sent my bank details to here, they sent me an authority form to scan and send back, I sent it to a lady called Diane Bevan who dealt with the complaint
Hope that helps
Sophie says
Hi Sara,
I finally got a final response from PDUK making me an offer but I’ve still not recieved the list of loans I requested.
They’re offering to refund interest plus 8% on 17 loans. I suspect this is less than half of what I took with them but I can’t be sure as they haven’t shared that information, despite me requesting it three times. They also say they won’t consider any loans over 6 years unless I can explain why it took me until now to complain.
I already sent the case to the FOS at the end of January, so should I respond to PDUK or just leave it and wait for an adjudicator.
Sophie says
I’ve just gone over my bank statements. It is exactly half of the loans they are offering to refund. The letter says they had no indication that I was relying on borrowing prior to Dec 2012, however I’d been borrowing the maximum amount every month since Aug 2011. I was repaying then immediately taking out another every time!
Sara (Debt Camel) says
Half is such a tough decision. If they were refunding 75%, then as don’t normally get the first few loans refunded, it would probably be worth accepting. If they were only offering 25% then you would be giving up a hell of a lot.
I think it is worth going back to them and say why you have only recently complained. Give the details of what happened and when – don’t just say “a relative told me about these refunds” but say whatever actually happened to you, adding dates etc.
eg [and don’t just copy this!] “my sister phoned me in September to say she had seen an article about Wonga which mentioned that some people were getting payday loan refunds. She knew I had been in big trouble with payday loans a few years ago and she suggested I look to see if I could get one. I did some research and then sent my complaint to you in October. When I was getting these loans I had no idea that the regulator had rules about affordability checking. I thought it was my fault for being bad with money. If I had known I could complain years ago, I would have done that!”
Sophie says
Ok thanks. I’ll do that.
Should I just let it go over the list of loans? I’ve got the info for most of them through bank statements, I’m just missing the first three months.
Josh says
Hi Sophie
I was also offered about half of the eventual outcome decided by the adjudicator.
It’s worth the wait in my opinion.
Lisa says
Hi Sara I
put my initial complaint into paydayuk and express on the 2nd Feb. Received my soa on the the 16th Feb. Then got two separate emails from them yesterday saying they can’t find my details and to submit my complaint again. Luckily I have emails dating back to 2013 from them. Will the complaint start from now or the 2nd Feb when I first sent it. To say I’m confused is an understatement
Thank you
Sara (Debt Camel) says
Your complaint starts on 2nd Feb. And you need to send this to FOS after 8 weeks – because you have some loans in 2013, you want all (or as many as possible) to be less than 6 years old when your complaint goes to FOS as otherwise the case may take much longer.
I suggest you reply to them saying you have sent them a complaint on 2 Feb, they have already sent you a SoA on 16 Feb, so you don’t understand how they can’t find your details. Attach a couple of your early emails and say you have more if they need to see them.
Did the SoA they sent look complete?
Lisa says
No it only had payday UK loans on it. I have emailed them back and attached emails they sent me so hopefully they will find my details now. I did also advise them that they responded to my soa request on the 16th Feb
Thank you for your help and advice
Karen says
Hi
I received a email today from FOS saying this
I did not uphold all of your loans, as explained in the letter. I have upheld some of the rollovers as well as the later loans.
So whilst you had three loans and several rollovers, not all of the loans were upheld.
I have asked the Money Shop for a breakdown of the offer and a list of your payments, so when this comes back we can have another look at it.
This why I was only offered little on refund I was payed refund for 1 loan not 3 even I had 3 loans over 6 years ago I loan rolled over 7 times another loan rolled over 2 times another loan closed in 2016 so I don’t understand why the FOS didn’t upheld all loans and just 1 loan
I have also read about loans barred on 6 years or after on loans these loans are over 6 year old and should they be barred now I never had a default notice but they did go in default these loans and they come of my credit report now and they never went to court
Thank You
Sara (Debt Camel) says
“I have asked the Money Shop for a breakdown of the offer and a list of your payments, so when this comes back we can have another look at it.”
ok, that sounds a sensible way forward.
have you reread the adjudicator decision – what exactly did it say about what was being refunded?
“I have also read about loans barred on 6 years or after on loans these loans are over 6 year old and should they be barred now I never had a default notice but they did go in default these loans and they come of my credit report now and they never went to court”
so these are old loans – are they the ones that are being refunded? Are you saying the refund should not be set off against the loans as they are statute barred?
Karen says
Hi Sara
When I read the letter I got from FOS they had put 3 loans the first loan was rolled over 7 times the second loaned rolled over twice and the 3 loan was closed but the FOS only asked for 1 refund on 1 loan rollover 5 off 7 not the other 2 loans so the refund was only for £107 witch the money shop are buying these 2 loans back from the dept collecter with that refund so I get nothing
The loans or not on my credit file now they was took off before I went to FOS and I don’t know if they are barred I can’t see nothing on my credit report for these loans
This is why I went back to FOS as I don’t think its right to give refund for 1 loan and not the others….The FOS did not uphold all the loans FOS upheld some of the rollovers
Thank You
Dani says
Hi Sara,
I received a final response and funds from payday express it has taken around 6 months!After re reading my final response I missed out the part of them needing bank statements for some loans.Im now massively kicking myself as it is for 9 loans!Will they accept the bank statements now?
Sara (Debt Camel) says
How long ago did you accept their offer? how many loans did you have in all?
Dani says
I accepted it around 2 weeks ago and in total I had 29 loans with them
Sara (Debt Camel) says
Well you can ask them. If it had only been a day or two then they may agree, but I suspect they won’t after 2 weeks 😢
John says
PDUK finally responded £2376 they have agreed to payback and have asked for my bank details 😁😁 any idea how long it will take for them to pay into my account??
Erica says
Well done! Do you mind me asking if these were loans for over 6+ years? How long did your complain take in total?
Thanks
John says
Hi Erica all less than 6 years old and I first put complaint in April 2018 adjudicator upheld my complaint but PDUK took until tonight 12 weeks to respond and agree to finding saying they were busy
Erica says
Wow that is a long time! Glad you got a resolution and hope you are happy with the outcome :)
Iain123 says
About ten days. They send it to their ‘Treasury’ department Friday and we get our money in the bank Monday or Tuesday afternoon.
Angela says
My complaint against MEM – Payday UK was agreed by adjudicator including loans over 6 years old after a 16 month wait. Payday Uk didnt reply by the date set by adjudicator-28th Feb. So now sent to Ombudsman. Has anyone else had this happen and any ideas how long i could be waiting again?
Ann Brown says
Hi my complaint against The Money shop has now been picked up by an adjudicator does anyone know how long the process normally takes for them to deal with th e complaint Thanks
C says
Hi Ann
Mine was picked up December and paid in last week of February
Once TMS agreed to decision of course.
Cheers
Ann Brown says
Thanks for that will keep everyone posted
Scott says
Hi guys. Just a note to tell you to keep the faith.
Further to my final offer of just under £1000 from TMS, I received an offer of over £3000 in relation to my PaydayUK complaint. All of these loans were well over 6 years old. I just explained the truth – that I discovered this website and the ability to make unaffordable lending complaints in Oct ’18 and that I complained in the same month I knew that I could. I also forwarded them emails I had received from PDUK encouraging me to borrow again the day I had paid off loans. The money was paid into my account approximately a week after acceptance of offer. Neither case went to the FOS, though I estimate I would have received at least 50% of what I accepted on top of their offer if I had. I know that I am lucky not to have had to take the case to the FOS, but just be clear why you did not complain sooner, and tell them over the telephone if necessary. Calling them definitely got my case moving faster.
Personally, I was worried about going to the FOS as neither brand is lending any more and I was concerned about them going into administration like Wonga, which is why I decided to accept at this stage. I’m not suggesting I’m right, but it was a factor in my decision making.
Sara, your advice has been invaluable. You have helped me reach a very happy conclusion to a situation that I used to feel nothing but shame and regret about. Thank you so much. Good luck to you all.
Sheena Anderson says
Good news everyone
Heard from adjudicator today that PDE are upholding his decision so almost £3500 coming back to me. Most of this was for loans over 6 years old. He advised I phone PDE to make sure they had correct bank details. So I phoned and updated them and will get my payment within 28 days from today. Very very happy thanks for all your help
Joe says
Excellent news Sheena, well done !!
Karen says
Hi Sara
My loan from H&T was picked u by a adjudicator from the FOS 2 weeks ago but when I rang them they are waiting for someone else to pick it up even thou the work been done as it was not the right adjudicator for that loan I have been waiting for this to picked up since June Last year how long would I be waiting again now
Thank you
Antony says
I’ve had my complaint open with the ombudsman since March 2018. I did have loans over 6 years old and a dmp mind but am still not yet at a conclusion
Nicola says
Hi there,
I started the process of getting refunds on my pay day loans, I have Quick Quid, Wonga, Pay Day UK and Wage Day Advance all now have 7 days to respond until it goes to the FOS.
Do we know which ones are paying out and the ones that aren’t?
Thanks
Sara (Debt Camel) says
Wonga and Wageday Advance are in administration. You won’t get an offer by the end of the 8 weeks and you can’t send either case to FOS. See https://debtcamel.co.uk/wonga-has-stopped-issuing-loans/ for news about Wonga and https://debtcamel.co.uk/wageday-advance-wda-administration-sale-morses-club/ for WDA.
You should get a reply from QQ – whether it will be a good offer is a different matter.
PDUK often doesn’t manage to reply in 8 weeks. They usually do later, but there is no guarantee you will get a good offer so you have a difficult decision whether to wait or send it to FOS.
So is Wageday Advance,
Matt M says
Hi Sara,
Bit of a strange one, I had a number of complaints to PDUK upheld and accepted their offer of compensation and the removal of the record from my credit history.
However, my last loan ended up going to a debt collection agency (PRAC) and I agreed a settlement figure with them a couple of years ago. This is still on my credit history.
I complained to PDUK about it still being on my credit history and they investigated and said;
“I can confirm that we have reached out to the company we sold your debt to, to request the deletion of the data for this loan that is recorded on your credit file. However, our request just came back denied as they have advised us that you settled your loan via a discount settlement on 7 November 2017.
Unfortunately, as PRAC Financial Limited is a third party company and we do not have any control over how PRAC deal with these debts, we are unable to do anything more than we already have. May I suggest that you reach out to PRAC directly to deal with this request further.”
Has anyone else had this happen to them?
Thanks
Matt
Sara (Debt Camel) says
It would have been better if you had discussed what would happen to this debt with PDUK when you accepted their settlement.
is the only thing you want for the default to be removed from your credit record? Or do you want a refund if you paid more to the debt than the amount your borrowed?
Matt says
It was just the removal from my credit history that I wanted as it’s the only negative thing on there currently. My agreement with PDUK said that the debt would be removed from my credit history, which doesn’t appear to be the case given it was sold to a third party?
Sara (Debt Camel) says
Well I suggest you send PRAC a complaint saying that PDUK has agreed that the loan they bought was unaffordable and that all negative marks should be removed from your debt history. Ask them to arrange this. Attach a copy of the Final Response from PDUK which says this.
At the same time, reply to PDUK that you consider they are being unhelpful, that you will be asking PRAC to sort out your credit record, but if they refuse you will be sending a complaint to the Financial Ombudsman about PDUK’s complaint handling.
Matt M says
Thanks Sara, have done as you suggest, I wasn’t sure if there was a precedent for this type of thing or if I’ve just been unlucky as I hadn’t heard of this being done before.
Thanks again anyhow.
Matt
Lisa says
I am having a frustrating time with payday express. I have a personal record of my account through the email invoices they sent me at the time (2010) but they can not locate my account. Every time I contacted them they kept referring back to my payday uk account where I received a redress. So I passed to the ombudsman. They contacted me yesterday to say they have contacted payday express who said i had a redress last year and how do I want to proceed. I have told the ombudsman to proceed with the complaint because the redress was not payday express.
Anybody else having this issue?
Sara (Debt Camel) says
“I have told the ombudsman to proceed with the complaint because the redress was not payday express.” I hope you have explained that in more detail – that you have evidence of loans from PDE but they say they cannot find your account.
Lisa says
Yes- I have my payday express client reference number, receipts of all the rollover payments and a copy of the credit agreement which have been sent to the ombudsman and payday express. But payday express claim they have no evidence and keep reverting back to my payday UK account. Bizarre.
Sara (Debt Camel) says
there have been reports of PDE losing loans before, I think it was when they switched systems.
Lisa says
So is it worth pursuing if they don’t have a record but I have some?
Sara (Debt Camel) says
Definitely! Well assuming there are quite a few loans. If there are only 1 or 2 then you probably wouldn’t get a refund for those anyway.
I suggest you construct a spreadsheet of your loans from the information you have. 1 line for each loan. Columns:
loan reference (if you have that on your emails), date borrowed, amount borrowed, date repaid, interest and charges paid
Do you have your bank statements? They will also be good evidence of what you actually repaid and when.
Send the spreadsheet to FOS. say you have the emails about each loan. And that if PDE can’t produce any records, you would like FOS to consider a refund on the basis of your evidence on the borrowing.
Ash says
I’ve just had a final decision from PDE and they are saying I’ve had 2 loans from them but I have kept all my emails and I’ve had loads! So I’ve had to go back to them and tell them to consider ALL my loans and to also send me a list of all the loans I’ve had so I’m then able to match up with my confirmation emails. They are so frustrating to deal with and they went over the 8 weeks to come back with the lousy email!
Kathryn says
So time was up for payday uk on friday. Ive heard nothing – is this normal?
I had a number of loans and rollovers, 18 in total, adjuicator upheld 15.
Antony says
I still haven’t heard anything for an 11th of march deadline. The adjudicator advised me although not officially in his experience they usually get back 2 weeks after the deadline – fingers crossed!
Kathryn Carter says
FOS messaged me earlier in the week stating they had given PDUK an extension to today to respond or it will go to the ombudsman.
I am checking mails every hour – haha
John says
Anyone know if PDUK have a certain day when they decide to put money in your account when a decision has been upheld?
Josh says
Someone said it goes in Monday or Tuesday. They emailed me last Tuesday and said it will be in my account within 5 days but I’m still waiting!
Sheena Anderson says
Josh have you had your money yet, I was supposed to get mine by the 19th which was 5 working days since the offer as stated on the settlement letter but nothing yet for me
H says
I’m still waiting too. I should have had mine last week. I phoned and they said although the letter states 5 days, it could still be 28!!
Sheena Anderson says
H I emailed them with a copy of the settlement letter on Friday lunchtime and it was in my account by 5pm same day
Ann Brown says
Hi all so I received an email from adjudicator around a week ago saying TMS want to know why I didn’t complain earlier regarding the loans over six years I had already emailed TMS my reasons I called and left a voicemail for th ed adjudicator asking if they needed bank statements etc received an email saying they would get back to me as soon as possible is this the normal process?
Sara (Debt Camel) says
So you repeated your reasons to the adjudicator? And just send your bank statements, don’t wait to be asked.
Paul says
My claim against TMS shop has been upheld by FOS fees interest all to come back.
Thank you all so much for all your sound advice on here (and the loans were from 2007)
Ann Brown says
Hi Paul can I ask how long the whole process took? I received an email from an FOS case manager about two weeks ago saying TMS raised an objection as my loans were over six years I gave my reasons as I had also given to TMS i assumed this meant my case has been allocated however after calling the Case Manager she said my complaint has still not been allocated to an adjudicator and that TMS are putting up arguments against the complaints now a lot more than before my loans were from 2007 -2011 cashing cheques every month was feeling optimistic but feeling a bit deflated now
Siobhan says
Hi Ann,
So it seems that TMS are being as inconsistent as ever regarding these loans over 6 years, ie: settling some and querying others.. It seems strange to me, why don’t the FOS just point them in the direction of the 6 year loans that they HAVE settled, instead of listening to their arguments, which don’t stack up. It just seems to be the luck of the draw with the Money Shop AND with the FOS as to how these cases are dealt with, so I can understand your frustration after thinking your case had been allocated and now to find you are no further forward
Ann Brown says
Hi Siobhan the crazy thing is that Payday Express upheld my complaint for a few loans i had with them and they are basically the same company,when i mentioned this to the FOS they said because of the amount of loans I had with TMS around over 100 they won’t want to pay out huge amounts but surely the six year rule should cover all loans regardless of the amounrs
Siobhan says
Hi Ann,
Totally agree. How can the FOS say ” they wont WANT to pay out “Huge Amounts”. What has the amount got to do with it? Surely the FOS should see that the amounts owed are exactly that, whether large or small! I am beginning to think that its a lucky dip and dependent on which adjudicator you get!
Paul says
At first TMS objected re loans were to old but FOS applied the extra 3 years rule etc overall it took a year but it would appear just to be the volume of cases they are dealing with
Samantha says
Hi Sara, I got my final response letter from PDUK and they have offered me £1181 whilst looking at other loans. I accepted the offer on the 8th of March. Any idea when I will receive my funds and is there a number to call to speed it up?
Thanks Sam
tom p says
Hi Sam
I have been waiting since the 22nd Feb for my refund from PD express (sister company) I called them yesterday and chased it up, the 28 days is up this Friday. However I did get an email from PD UK yesterday saying the refund they owe me will be paid within 10 working days
try 01903 768769
Bella says
Hi I had numerous loans with Pay Day UK between 2010 and 2013. I have just received a letter from them stating that (10 weeks down the line) they are sorry for the delay but are not in a position to respond to my complaint as their investigations are not yet complete. They have said that I have the right to refer my complaint to the Ombudsman although the Ombudsman is unlikely to consider it as the loans are over 6 years old and it has taken me more than 3 years from when I should have realised to complain. How do they know when I should have realised? How do I respond to this? Thanks
Sara (Debt Camel) says
This is normal from them. Just reply giving details of how and when you found out. there aren’t any wrong answers. “My auntie told me her friend had had a refund” “I saw an advert for a claims company on Facebook in December.” ” I read an article about Wonga and googled to find out if you could complain to other lenders” etc etc
Bella says
Hi Sara,
I received another letter yesterday acknowledging I had loans between 12.10.10 and 31.10.13. They have pointed out they are unable to consider loans older than 6 years and have based their decision on 4 loans from 31.01.13 and are offering me £1,833.07 plus will remove any negative references from my credit file (I don’t think there were any from them). They say this is their final decision.
My questions are: Do I just again tell them why I haven’t complained before now and ask them to reconsider the rest of the loans? Are they likely to reconsider or is this as they say, their final decision?
Thanks
Sara (Debt Camel) says
Yes just tell them again. With details. They do reconsider a case, it isn’t a waste of time.
Emma collins says
Hi there,
I complained originally to PDE & PDUk (both separate complaints) in October. They sent a final response ok the 5th of January asking for bank statements for PDE and paid out I would say fairly on the PDUK loan. I have sent the information over as requested but I have had no acknowledgment of these I have emailed three times and no reply and phoned over a week ago to be told somebody was looking into my case.
I have referred it to the FOS as i feel the wait with PDE is laughable but I understand there is a backlog. Is there anything I can be doing to make TMS buck there ideas up?
Many thanks
Emma
Ann Brown says
Hi Siobhan will just have to wait and see what happens however the FOS said they are currently dealing with complaints some of which have been with them for a year will keep you posted
Siobhan says
Hi Ann,
A year! Wow! Good luck and keep us updated-mine has been with them since November and still nothing picked up. Hope I get a good adjudicator-lols!
Joe says
Just had a call from the Ombudsman, PDUK were supposed to reply to him by 6th March but have a big backlog.
Anyway they have replied today and accepted his ruling, over 7K coming my way.
Thanks to this site for all the help.
Sheena Anderson says
Great news Joe. Hope you get your money soon
Sheena
Pam says
Can anyone help I have tried to email a letter to different PDUK emails to register a request for refund but it keeps coming back as undeliverable.
Many Thanks
Jane says
Hi Pam,
Worth trying customerrelations@themoneyshop.co.uk.
I have been using this for sometime and they always reply on this email also.
Good luck!
Karen says
Hi
Dose anyone know what dose barred mean on a loan and how do you know if the loans 6 years and over as been barred
Thank You
Sara (Debt Camel) says
See https://debtcamel.co.uk/statute-barred-debt/ for an article about statute barred debt.
Do you owe money on payday loans that are over 6 years old?
Karen says
Hi Sara
According to money shop I still owe money on loan 2 and 3 even that it says in letter loan 2 was payed off and loan 3 was cancelled loan 1 was written off but I got the interest and 8% back for rollovers on loan one they are all over 6 years old
They was only small loans I also got on these Loans interest and charges for defaults
Thank You
Sheena Anderson says
So was told on phone I would receive redress payment within 28 days. The settlement offer says within 5 working days. I am now on the 7th working day and no payment yet. Feeling disappointed
Anne says
Hiya,
From what I was told they put the payment in process within 28 days then once they process it it then takes 5 days to hit your bank account.
S says
Hi Sara,
I have read your section on how to read a Payday UK statement but am still struggling:-
02/06/09 Principal Deposit £650.00
02/06/09 Interest Deposit £162.50
30/06/09 Principal Repaynt (£262.50)
30/06/09 Interest Deferral (£162.50)
30/06/09 Principal Deferral (£387.50)
30/06/09 Principal Deferral £550.00
30/06/09 Interest Deferral £137.50
31/07/09 Principal Repaymt (£550.00)
31/07/09 Interest Repayment (£137.50)
I’ve split the above loan up as you suggested from principal deposit £650 (Balance £812.50) down to a balance of £0 but am still struggling to get my head round how much interest I paid? Am I being totally thick or is it ONLY the bottom line Interest Repayment (£137.50) I need to be interested in??
Apologies for the confusion.
Thanks
Sara (Debt Camel) says
I think you made an interest payment of 162 on 30/06 – rolling the loan and only paying the interest in the first month – and another interest payment of 137 on 31/07 for the second month when you repaid the loan.
S says
Thanks for your help Sara
Stuart says
Thank you too. I was also confused with the deferred interest payments on mine and now it makes sense so at least I have an acceptable figure in mind
S says
Ah thanks Stuart – I thought it was just me Lol. Hope all goes well. Cheers
Robin says
Hi all
I have just received an email from the FOS and I have been appointed an adjudicator for my case against Instant Cash Loans (The Money Shop, Payday UK etc.) He said that it normally takes about 2 weeks to come to a decision so finger crossed.
I put my original complaints in with them in September last year, after a lot of to and frow and delayed decisions from them I finally sent my cases to the FOS in late November along with bank statements etc so 4 months in total with the FOS
Kathryn Carter says
My complaint went in in June last year. Adjudicators decision was beginning of march, and PDUK failed to respond. Mine is still unresolved after been sent on 9 months ago.
Charlotte Clark says
Mine has been going on for nearly a year Held up by adjudicator in june as pduk rejected my complaint as most of it was over 6 years so has been passed on to the ombudsman and still not been assigned to anyone yet
Antony Mackintosh says
Mine went in March 2018. Got adjudicator outcome February with a deadline of 11th of march and still not got a final response. Adjudicator did get back to me and said they are running behind by about 5 weeks. All i hope is that they accept the adjudicator decision otherwise i think they’ll be bankrupt by the time i hear anything. It seems as if they’re inundated at the minute.
Robin says
Oh! That doesn’t sound too good, I hope you get a resolution soon. They must have one hell of a backlog or PDUK are playing hardball
Ann Brown says
Hi Robin can I ask are your loans over six years old or more recent?
Robin says
Hi Ann
They’re all over 6 years old, first from 2009 up until 2012
Dave says
Good afternoon, does anyone have a phone number for PDUK? I sent my bank statements to them on 23/01/19 along with my reason why I didn’t complain sooner which is what they asked me to do, however I have had no response despite emailing weekly.
J says
Hi Dave
I used the number 01903 768769 on Monday and got through on the second ring. The guy I spoke to was very helpful and located my case within seconds. Worth a shot. Best of luck.
J
Dave says
Thanks,I will update when I get news.
Ann Brown says
Thanks Robin I had an email from a case manager from the FOS asking why I didn’t complain earlier about my loans as they are also over six years she said TMS had said they had submitted an objection bursting assigned to an adjudicator as yet.
Stuart says
I’ve just emailed them my acceptance of £2300 yesterday after months of chasing them round in circles. Hoping it will go in soon, although when I called to ask they said 10 business days. Will let you know how long it takes.
S says
Just out of interest Stuart was that via the FOS and was itfor loans over 6 years old?
Thanks
Stuart says
It wasn’t via FOS I persevered with them directly and the majority of the loans were over 6 years. They kept delaying and asking for more information as to why I hadn’t complained earlier, then weeks later asked for bank statements from the time period. I called them weekly for updates. I emailed them my initial complaint on 6 Dec 2018 so it’s taken almost 5 months (which is a lot quicker than many others so can’t complain about that) I would just like them to hurry up and pay out and that will be it finished with. Any other lenders I contacted settled months ago.
S says
Thanks for the update Stuart – I waited 3 months for them to confirm my loans (which surely should take a matter of minutes) and am now waiting further acknowledgement having had to reply to them stating why I had waited over 3 years to complain. It’s an absolute joke that they can behave like this. I appreciate they are currently inundated with complaints but It’s so frustrating as they seem oblivious to any time restraints. Fingers crossed they get their act together soon. It sounds like you’re nearly there. Cheers again S
Bill says
Hi Sarah,
My complaints have been with the money shop, payday uk and payday express since June 2018, every time I call the fos they tell me it’s with a (specialist team) not seen other people on this site mention aforementioned, would you have any idea who exactly are the specialist team?
Bill
Stuart says
Has anyone recently had a redress payment made that can tell me how long it took to be received after accepting?
Joe says
Not had my payment through yet, but received a letter from the money shop ref PaydayUK advising payment would be within 10 working days
cyril says
So – PDUK have now sent another delaying letter after 56 days, stating that they “are not yet in a position” to make a decision one way or another. Also received a reply from PDE a couple of days before, throwing out my claim – but what they stated on it was wrong as only 1 loan was mentioned (there were more, and they have records in the form of full bank statements from that era!) Now I know that PDUK and PDE do often combine their list of loans, and also that they have changed their filing system since these were taken out around 2013/2014. Shall I sit tight for the decision from PDUK or chase them via the 01903 number given above? To be fair they were very helpful last time I rang them. And if so, how much longer shall I wait before going to FOS if I have to?
Sara (Debt Camel) says
I suggest you chase by phone and send to FOS if you don’t get a full statement of your loans within a week.
Rowly77 says
I’ve had a final response letter off both PDUK and PDE saying they are unable to make a decision and that during the application process they should have asked more questions. Have asked for bank statements, which I have sent. Had in total 20 Loans in total with both, some of them deferred, but also had loans with others at same time. Any ideas about a likely outcome? Have also sent complaint to FOS
James R says
Hello all.
Firstly I am very thankful for finding this website. Like many people I took out unaffordable loan one after the other with various lenders in 2014. I was 23 at the time and working 30 hours a week in a supermarket.
I have now began the process of complaining after years of blaming myself for my decisions and situation which has ultimately led to anxiety, depressive episodes and strain on relationships.
From looking at my bank statement I can say that all three of these companies repeatedly loaned and rolled over loans. I read you section on obtaining statements and have three questions on how to proceed next:
1) I have submitted a DSAR to payday express rather than asking for my statements. They have confirmed it will
Contain all data from pduk, express and TMS – will this hinder my application and should I lodge my complaint while I wait?
2)will my response and potential remediation offer be on behalf of all 3 companies or just one?
3) do you believe any of these companies are on the verge of closure and will stop addressing irresponsible lending complaints? It seems people are making good headway and I’m just wondering if time is of the essence before they end up like Wonga and wageday.
Again, I cannot thank the creators and posters of this site enough
Sara (Debt Camel) says
You may get a stack of information from a DSAR, but that’s not a problem.
I suggest you send in your complaint now to kick it off ASAP. Why wait for a few weeks for the SAR stuff.
You will are likely to get a combined response from PDUK and PDE. It may also include Money Shop loans.
All three companies stopped lending a while ago. The Money Shop is still very much in business. I don’t get inside information on which lender is most likely to fail next I am afraid!
Ann Brown says
Hi all had anyone actually had their redress payment as I see that a lot of complaints have been upheld but are they actually paying out the money?
Sara (Debt Camel) says
Yes people are all getting paid. Maybe not fast, but they are being paid.