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
Kathryn says
Hi all, an update on my case. Following an extended wait in the meantime Fos escalated to ombudsman level – they have now come back agreeing with the adjudicators decision which I was happy with.
In order to secure a swift payout, now I have accepted with FOS, should i contact PDUK directly and provide the bank details?
Charlotte Clark says
How long did it take from fos to ombudsmen. Mine got forwarded last june and still no update or been assigned to anyone yet
Kathryn says
It went to FOS in May last year. They gave their decision in March.
Its taken til April, after a three week delay, for PDUK to respond with an offer after the deadline was passed and the adjudicator had passed to the ombudsman, but now thats happened the case is closed.
Charlotte Clark says
Mine first went to fos 2 years ago the adjudicator sided with me last march the pduk declined their decision in june after a delay so theyve sent it to the ombudsman and its still not been assigned to anyone 😕
Stuart says
I accepted an offer direct from PDUK 8 days ago. It was apparently ‘processed’ 3 days ago but no one seems to know what happens or how long it takes after the ‘processing team’ have ‘processed’ it?
Samantha Ryan says
Hi Stuart, I sent back my offer return form on the 8th of March. I haven’t heard anything from PDUK and I’m still waiting for my refund. Did they contact you to say it was ‘processed’? I need to contact them really but I don’t have any context numbers/emails, do you?
Thanks Samantha
Shane says
Hi Samantha,
I contacted them a couple of days ago on 01903768769 They were polite and easy enough to deal with although obviously inundated with complaints and struggling to keep to time lines. Good luck.
Stuart says
I use 0800 280 2548 to contact them and always get straight through to someone. I call them weekly to chase/get an update
Shane says
Hi Sara,
I’ve just received a response today from PDUK regarding my complaint for irresponsible lending sent early January 2019.
Just to give you a bit of background I had SIX loans with them between April 2009 and November 2010 – so all are over 6 years old.
Having reviewed my case they believe that loan number 1 and 2 were lent responsibly, they are undecided on loans 3 – 5 and have requested statements if I want them to review these, but have upheld my complaint for loan 6 and offered £2200 including statutory interest.
As you will probably realise from the figure quoted I was constantly “rolling over” loan 6.
This is an amazing amount but having reviewed loans 3 – 5 I have estimated I paid in excess of £1950 interest on them alone.
My question is can I accept the offer for loan 6 and ask them to go back and review loans 3 – 5 (and forward the requested statements)?
I think I’ve already read on here of people doing that with PDUK but couldn’t find it on your blog.
Many thanks again for all your help. S
Sara (Debt Camel) says
I think you can accept the offer AND ask them to also look at 3-5 BUT if they don’t make a good offer on 3-5 you won’t then be able to go to FOS.
But you should double check this is right with PDUK, don’t just assume it is.
Shane says
Thanks Sara I will keep you updated, and can’t thank you enough for all your help.
Shane says
Hi Sara,
I spoke to PDUK yesterday about my proposed redress and asked if I accepted the amount offered would they still be able to go back and review (loans 3 – 5 which they were unable to determine) if I forward the statements they requested? I was quite surprised the guy I spoke to said “No – if you take the offer stated it is in final settlement for the entire loan period”, as I’m sure others on here have reported differently? I’ve now put the question in writing to them; but is it just down to their discretion at the end of the day? Appreciate your help. Thanks
Sara (Debt Camel) says
Some people have had very different answers. I can’t tell if this is random or if PDIK have changed their approach. That’s why I suggest people should check what will happen if they do accept the offer.
Jim says
Hi Sara. I’m finding it very difficult to distinguish my loans between the 3 companies. The credits on my bank statements are from various names such as ‘express’ ‘payday.co.uk’ ‘mem finance’ ‘instant cash loans’ ‘payday’ ‘paydaye’ etc. Is it possible to make one blanket complaint to these companies based on loans provided by them and their sister companies?
Thanks again for all the help and hard work.
Sara (Debt Camel) says
Yes. Put in a single complaint and ask for a list of your loans. With this you should be able to check against your bank statements.
Joe says
I received an email from the money shop (PaydayUK) on Wednesday of last week confirming they agreed with the ombudsmans findings and giving the value to be refunded.
They said payment would be within 10 working days and true to their word the money appeared in my account this afternoon.
Happy days 😁😁
Jim says
Hi all. I have a couple of questions regarding express/UK/TMS while I am formulating my complaint. Firstly I would say i was quite impressed when my DSAR arrived by first class post this morning – i put the request in at 5pm on Thursday.
While there is a lot of documents to trawl through, one thing I have noticed is that i received a letter from them in April 2016 saying i was getting an automatic refund of £289.93 for 5 loans taken in 2014 (£1160) total value. I am just wondering if anyone else has experience with this and how it has effected your complaints relating to these loans? Does this rule out complaining about these ones?
Also wondering if as these companies are sister companies did they have a duty to check with each other to see if i was using one to rollover a loan with another?
Thanks everyone
Sara (Debt Camel) says
Your previous refund – think of this as being the first part of the refund you may get now. You can still get a refund but it will be a bit less as you have already had part of it.
Whether the companies should have checked may depend on the dates of the borrowing. Don’t worry about this, just get your complaint in.
philip williams says
hi
i made a compliant to money shop back in feb 2019 and after 7′-8 weeks they got back to me with this reply.
Dear WILLIAMS
Case Reference: 31808Thank you for taking the time in bringing your complaint to my attention on 14 Feb 2019 and for giving me the chance to put thingsright.
I have now finished my investigation.Your complaint
Please read this part carefully as I will explain how I
You claim that the lending provided was unaffordable due to which you had to borrow further to get through the next month.
You claim we failed to realise from the number of times you borrowed that your debt problems were getting worse.
You requested the loans in between 11/11/2009 and 22/01/2010. My Decision:
We handle complaints following rules set out by the Financial Conduct Authority (FCA).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 mustcomplain within 3 years of knowing you could complain about the problem.I can see that 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. …
so would the next step now be to sent to ombudsman service ..
regards
Sara (Debt Camel) says
You can go straight to FOS or you can reply explaining how and when you found out you could make this sort of complaint. (“In January 2019 I saw an advert of Facebook for a Claims Company – this was the first time I had heard about unaffordable loans” or whatever actually happened to you. There are no wrong answers.j
Kathryn says
I got the response I wanted from PDUK, as I said earlier, and they had not contacted me within a couple of days so I rang them on Friday. I hung on the phone for half an hour before speaking to someone who said that they had not processed the FOS response containing my acceptance. Foolishly, I didnt offer to send an emailed copy of my acceptance to FOS, so I will call back again today and see if it has been input yet, and if not I will do so.
Any ideas how long they are taking to pay out after all the offers and acceptance are made?
Ellie says
Hello, I’ve had a decision from the FOS stating that they agree I should not have been borrowed loans 4-18 and to refund all interest fees and charges alongside 8% annual interest. They have given the money shop until the 19th April to respond with further evidence or it will be passed to an ombudsman. Does this generally mean my complaint will be upheld? How does the 8% annual interest work? I’m owed £1177 in interest and charges.
emma says
Please can I ask how long the fos took with your case thank you
phil says
hi sara,
I have received a offer from the money shop/payday uk yesterday which has totalled 1,320 , However, this amount is after tax . is this right as i dont remember paying tax on another company i claimed on.
Sara (Debt Camel) says
Tax is only due on the 8% extra added interest. If there wasn’t any on your previous refund, no tax would be due.
You can reclaim up to £200 of the tax deducted in any tax year – thats £200 across all refunds, not per refund. So an offer that is paid now goes into the 19-20 tax year. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/ for how to do this.
Sophie says
Hi Sarah, Have paydayuk paid out to you yet? I am just curious as my solicitor told me they may not be paying out anymore due to lack of funds?!
Joanne says
Hi I’ve noticed on a few occasions bank statements have needed to be submitted. I’m no longer with the bank I was with when I had the payday loans. Has anyone been in that situation and what happened. I have downloaded a copy of my credit file which lists all the loans I’ve had including many from other payday lenders that I had at the same time to show evidence of lack of affordability and me bein* in the payday loan trap
Sara (Debt Camel) says
You can normally get bank statements from closed bank accounts – start trying to do this now. It’s harder to win a complaint if you can’t get bank statements – not impossible, but harder.
Stuart says
I had also closed the account concerned and was asked to jump through hoops by the bank. In the end I found the CEO email address online and voila I had the statements a couple of days later
Jim R says
Hi
Just wondering if anyone had any good experience complaining against WizzCash. They have sent a very fast final response (1 week) saying they carried out very adequate checks and I had good score and history (I didnt). However the tone throughout was pretty concerning – they quoted the fraud act plenty suggesting that if information wasn’t accurate then I committed fraud. They also said I was at my parents at the time and had enough surplus every month to pay them. I only got 2 loans with them but they were issued 2 days apart from paying the last one off and I had a couple
of defaults and repayment plans previously. Think it’s worth sending to FOS?
Sara (Debt Camel) says
I would ignore allegations of fraud – some of the smaller lenders seem to trot these out just to put people off.
“They also said I was at my parents at the time and had enough surplus every month to pay them. ” is that correct? Or does it not take account of all your other debts?
Jim R says
Yes that was correct which was declared on the application. It also doesn’t mean I wasn’t paying board/rent like any other living arrangement. I certainly haven’t had surplus in my bank for about 6 years living to pay-check every month. I had other loans too at the time. Might fire it off to FOS and hope the £500 fee they’ll have to pay causes them to review their procedures
Sara (Debt Camel) says
2 loan cases aren’t easy to win, but if your application was accurate, your recent credit record was poor and your bank statements prove the loan was unaffordable then it’s worth a try. It helps if the second loan was larger. Though it may be worth going back to them and pointing out your credit record problems, enclosing your bank statements and saying you will go to FOS if they don’t refund the interest on the last loan.
Stu says
I’m waiting on £2300 from them. I accepted the offer on 27th March, they ‘processed’ it on 2nd April and apparently the ‘treasury department’ pay it the Friday of the following week, which is today. Will see it it materialises
Kathryn says
We are both on similiar timescales how did you find out it had been “processed?”
Stuart says
I’ve been chasing them for updates weekly on 0800 280 2548 to keep up to date with what they’re doing
Kathryn says
Thanks Stuart, mine was just at the received stage when i called earlier this week.
I will chase next week too.
Stuart says
Mine went in this afternoon so fingers crossed yours will be there next week
S says
Hi Stuart,
Can you confirm that you had loans with TMS that were over 6 years old; that they were initially unable to determine? If so could you give me a timescale please of when you sent the additional statements to receiving your redress in your account. Glad to hear you got sorted in the end and a nice amount too!
Cheers S
Stuart says
Yep most of my loans were over 6 years old and firstly they asked why I didn’t complain earlier then weeks later asked for statements as unable to determine. I believe this was my third updated ‘final response’ as I kept pushing back on them. It was roughly about 3 months from them having all the info that I got the final, final (third) response (about 4 months all in all from sending first email) Can’t thank you enough for this site. They do pay out they’re just unbelievably slow and need chased regularly.
Linzi Walker says
Hi, I also got a final response letter at 3.34am to tell me my loans were older than 6 years and want to know why I am complaining now.. what kind of response is this! Has anyone else had this? How did they respond should I go straight to the ombusbman? Any advice would be great thanks linzi
Sara (Debt Camel) says
Hi Lindsey, I think it’s worth going back to them the answers to the question they may be quite slow to reply but people are getting good offers if they go through this very lengthy process. In your reply you need to make two points.
First that when you were borrowing, you didn’t realise that the lender should have checked the loans were affordable.
Second say exactly how you found out recently that you could make this sort of complaints – there are no right or wrong answers here! Just say what happened to you – did you see an advert on Facebook from a claims company? Did you see a newspaper article about Wonga? Did your friend tell you about them? also say when this was which will show that it was only recently.
Phil says
I had a offer on 7 April off moneyshop. I sent acceptance but have not received a reply since…does it normally take a week or could it longer
Shane says
Hi Phil,
I spoke to the MS last week and they said once they receive “the acceptance confirmation” it then gets passed to their finance department for settling. The guy I spoke to said that payments are made on a Friday but also pointed out that we have a Bank Holiday coming up (Good Friday!) so it would probably be the following week. Sorry if that’s not the news you wanted. Cheers S
Laurence says
Adjudicator has ruled in my favour for 12/15 of my loans with PDUK (which they’ve accepted). I’m very pleased with this and accepted the offer. Tomorrow will be Day 7 since bank details/acceptance sent. From reading a few posts here, some have been paid after 14 days and some 28.
I’ve had no acknowledgement or anything further and chased a few times….. Hoping it isn’t 28 days+more but either way v happy
Andrew says
Welldone for your win. Can I ask you how long did they take from adjudicator discussion to coming back with excepting his findings thanks Andy
Laurence says
Thanks, this is the third payday win for me after QQ and Wageday which I started last August although I’ll believe it when the funds hit my account from PDUK)
My adjudicator was great. PDUK accepted 10/15 loans (after being given 2 weeks) but I gave additional info and they were given a further 2 weeks to decide if they were willing to refund 12/15 loans. On the 14th day they accepted.
Joanne says
Hi , I contacted payday uk regarding affordability complaint 10 days ago and so far have had no acknowledgment of my complaint. How long should I expect to wait to confirm acknowledgment? I had about 10 loans with them back to back along with loans with 9 other payday loan companies back to back at the same time totalling 52 in total. Will all the other loans be taken into account when I complain to each company as I was caught in the payday loan cycle trap.
Thank you in advance
Laurence says
I would say you have weeks and weeks to go. Did you send them a stage 1 letter requesting details of loans or a stage 2? They have 8 weeks to reply from the date of your original complaint.
Don’t hold your breath for a full reply within 8 weeks though, they are notorious for requesting a further 4 weeks and then maybe another 4 after that.
All your cases will be looked at on an individual basis it’s an affordability complaint.
Anyone starting out with PDUK are in for a long wait I would predict but you never know
Patrick T says
Hi Sara
I have a complaint currently with the FOS against The Money Shop. It relates to two periods between October 2008- November 2009 and November 2010- June 2011 where I took a number of loans that were being rolled over monthly. Towards the end of this, I also had loans with Wonga & Payday UK. Payday UK have actually paid out a refund to me for this period of time after accepting that I didn’t know I could complain (I left the UK in September 2017 and only found out when I stumbled across your site) but The Money Shop are really digging their heels in and the FOS told me today that The Money Shop have objected to my complaint on the grounds that it is over 6 years ago.
This is now sat with a specialist team at the FOS- assuming a team that look at loan complaints past the six year point. I have been warned I could be in for quite a wait on this.
Does it sound from the above like I have a decent case in your experience?
Thanks in advance
Sara (Debt Camel) says
So that is two periods of 12 loans and 8 loans? That is worth complaining about. Have you managed to get bank statements going back that far?
Patrick T says
Hi Sara,
The retail loan history they have sent me is very confusing! The initial loan was for £350 but rolled over just paying interest every month for over a year until I managed to clear it. Then the same again a year later for a further 6 or 7 months. Shocking I know.
Yes the FOS have bank statements, retail loan history from The Money Shop plus all correspondence with them also.
Cant understand why TMS are being so awkward about this one yet refunded me for complaints with PDUK/PD Express relatively quickly and easily.
Ann Brown says
Hi Patrick I was told from the FOS after receiving a refund on three loans from Payday Express for loans over six years that TMS have objected because of the large refund they would have to pay out to me as I was caught in a trap of cashing cheques every month without fail from 2007 to 2012 so it seems there is no consistency it’s all down to the amount owing my complaint has been with the FOS since October last year and still not been picked up
Patrick T says
Hi Ann,
Thanks for sharing your experience with TMS. It sounds like you have quite a windfall coming to you if they uphold your complaint, which probably explains why they are taking their time.
Will write back on this post if I have any joy with them, but suspect you will hear back long before me!
Good luck!
Patrick T says
Hi all
Just thought I would update on my experience regarding Money Shop complaint.
My complaint was lodged with FOS in January- TMS originally objected to the complaint to FOS I due to loans being over 6 years but then relented and have said they will accept FOS looking into this. It has been sat with an Adjudicator for at least a month now so I guess it’s just a waiting game.
Anyone got any similar experiences with TMS/FOS and what has been the end result?
Thanks
Shabnam Motegheria says
Hi Patrick T
Jus saw this & im awaiting Pay day Uk payment that was FINALLY accepted aftr years! As u say paid out to u; poss to provide tele number/or email you ref to for payments pls…
Thanks!
M
Darren seddon says
Interesting . I emailed the money shop Monday asking for refunds on cheque loans I took out between 2006 and 2008 .
They have acknowledged my complaint .
These total approx £4000
Spoke to the ombudsman about another ongoing matter and mentioned the above .
They said expect the money shop to make me an offer quickly as they are now aware the ombudsman is going back way over 6 years to get people’s money back . The money shop know this and are basically acknowledging they were at fault
So fingers crossed I get a healthy windfall
Sara (Debt Camel) says
You are VERY unlikely to get a refund for loans before April 2007 as the Ombudsman can’t legally look at those.
Darren seddon says
Ah well
Even 2007 – 2008 there would still be approximately £2000 in loans I rolled over
I’d still be happy with that 🤗
Reen says
PDE has now paid the last payment into my account today so pleased to say that they have not been a problem to deal with at all!! They initially refused but going back to them and requesting to look again they did and offered 5700 with view to looking at undetermined ones as well. I left a gap from sending the undetermined ones but finally have received another 850 so very pleased I did not have to take to FOS, This has helped me out so much as I was having health issues and not exactly in the mood for a battle on my hands especially knowing that is what is going to happen with Lending Stream, which I have just now sent to the FOS. Thank you once again Sara and your brilliant site and advice,
Hayley says
Hi Kathryn
I have a similar case to you with payday uk and accepted on the 11th. I just wondered did you receive your money yet and if so when?
Thanks
Hayley
Kathryn says
Mine also has not been processed. Apparently they pay on a Friday, but their 28 days is up for me on the 2nd May, and friday next week falls on the 3rd.
Therefore if they adhere to that process, my payment will fall outside what was agreed. Ive arranged to call Thursday morning, so I can know if its processed, and will post here following that.
Hayley says
Well I’ve had mixed messages from them. One guy said they process the payment on a Friday but the payment could come through any day.
I saw Stuart got his on a Friday but this guy said it works differently for customers who complain directly and ones through the FOS.
So not sure if he was direct – mine was with the FOS and like you they never contacted me I had to contact them.
Also mine 28 days would have to be next Friday if that was the case as day 28 is a Thursday.
Will also let you know any update as I will be ringing tomorrow again.
Thanks
Hayley
Ellie says
Hi Hayley, I wondered if you could confirm if you received your payment within the 28 day period in the end? I am going through the Fos and have given my bank details to The Money Shop today after them agreeing with my adjudicator.
Lisa says
Hi Sara
I have had a response from paydayuk and payday express. They have said some of my loans are affordable however they need bank statements to determine a few others . The issue I have is I had a joint account with my partner, he passed away and the statements they are asking for are during the time he was alive. I have no access and cannot get these statements. Is it not enough evidence these 2 companies were lending to me largish loans within days of each other which were subsequently rolled over a number of months . Please may I ask where I go from here.
Thank you for your advice
Sara (Debt Camel) says
I think you probably can still get those old bank statements – explain to the bank why you need them. But if you can’t, then send your case to the financial Ombudsman
J says
This was my last correspondence response from pduk, is this not admitting irresponsible lending?
You continued to borrow from us, receiving 2 further loans between 25/05/2015 and 08/12/2015. Having looked at our records, I believe we should’ve asked more questions and done more checks at the time we lent these 2 loans to you. Unfortunately, I have been unable to reach a decision as to what we should have done with the information I have available to me. However, if you are able to provide the documentation I require as laid out in the table below, I will be happy to look at your 2 loans between 25/05/2015
I have sent my bank statements for them to make a decision, but have not received a response as I am having difficulty trying to get a outcome, 1 week ago I was told that my bank statement have been reviewed an I will receive a response by Friday, but nothing, I chased this up yesterday to be told they are awaiting on information, but my complaint was already looked into an they requested bank statements which have already been reviewed. I don’t know what is going on. All the deadlines have passed. I’m getting very annoyed as there has been continuous issues from, system errors to incorrect emails bring sent to me. Please advise.
Sara (Debt Camel) says
They are saying they didnt do enough checks. But you will only win an affordability complaint if those checks would have proved you couldn’t afford the loan.
They are very slow and asking for lots of repetitive things at the moment. I think they are overwhelmed with complaint numbers. You can send you case to FOS if you want, but many people seem to be getting a good response in the end from PDUK so it is a hard decision to make.
ellie says
Hello, I have recently had a response from my adjudicator confirming she agree’s I should not have been borrowed loans 4-18 with the money shop. She has given TMS until 19th April to respond however they have not responded in this time and she has sent a chase letter. She informs me they currently have a backlog of around 4 weeks. Can anyone tell me how quickly TMS got back to the FOS confirming they agree and how quickly I could expect to receive my payout please?
Stuart says
Hi my adjudicator gave the moneyshop until the 03/04/19 to respond and 3 weeks later and I have still not heard anything back yet. The adjudicator has since chased them for a response.
Kathryn says
I rang this morning and spoke to a young lady who said it had not progressed and to ring back next week. it is due to be repaid by the 2nd May so they will need to get their finger out to meet the FOS criteria.
I will ignore her advice and call again this afternoon.
Hayley says
Hi Kathryn
Thanks for letting me know. My response came back 3 and half weeks after the deadline they were given by the FOS.
I have spoken to someone quite helpful and the information tally’s with the information on here before. I have been advised that mine still hasn’t been approved to receive a payment by next Friday it would have to be processed by this Friday. I have explained to them if that doesn’t happen and it is the Friday after they will fall outside of the 28 days, all they say is we have a backlog.
I’ll keep you posted.
Thanks
Hayley
Phil says
Ok .that’s great but how did you provide the signature. Online .was it in acbode or written
Kathryn says
Sorry Phil What signature? The confirmation I provided was emailed via FOS.
Laurence says
I think if you go via the FOS you don’t fill out an acceptance form or sign anything. (If you agree with them outside of the FOS you do sign something)
My adjudicator confirmed to Payday UK that I had accepted.
All was confirmed on the 10th April so 28 days for me would be 7th/8th May…… I won’t hold my breath though
RazorRod says
I received a final response from payday uk 01/04/19, completed and returned offer acceptance on same day on loans that were looked at. No acknowledgement received or any further correspondence. Rang them today, he explained that due to me accepting offer and asking for other loans to be looked at, I was placed in another review section and he couldn’t give me a timescale of when my case would be looked at as they are extremely busy. It just seems like a delaying tactic. Basically if you think they will pay out and then look at your other loans they won’t and will only add further delay. 4 weeks since accepting offer on loans that were looked at and still could take a couple more weeks.
Kathryn says
Well, I rang this morning and was asked to call back between 4-5pm as there was not yet any movement on my case.
I spoke to a nice young man who confirmed that I should be paid today within the realms of the 28 day period and the business policy of paying on a Friday, however there had been no movement on my case, so I was put on hold while he consulted a senior colleague .
They wont be paying me today, and nor will they pay me on 3rd May as things stand.
He has advised me to contact the financial ombudsman as their internal FOS teams have not done the necessary work to enable payment to be made.
Kathryn says
On speaking to FOS they won’t chase until it has passed 8 weeks. So we just have to wait.
Ellie says
Hi Kathryn, sounds like you’ve had a nightmare so far! I’m still awaiting TMS to respond to my adjudicator, after she has sent a chase letter. The deadline was April 19th. Once they respond, should I expect a 28 day wait until I’m paid?
Karen says
Payday UK has emailed me today and got me over 8 weeks and advised I can now go to the ombudsman for free due to this, however as they are over 6 years old going back to 2008 they have pulled the 3 year limitation act
You are claiming more than 3 years after you realised or should of realised
I’m arguing in the basis I didn’t actually know until I saw a post the other week and got into an old email and realised I did have loans with them, hopefully the ombudsman will rule in my favour as the debts were paid eventually but we’re rolled over constantly over a 9 month period.
Has anyone won a similar case?
Sara (Debt Camel) says
Yes, PDUK are often paying out on over 6 year cases, but they are slow and keep asking questions.
Vicky says
Get ready to wait for a long time. I complained back in September and still waiting.
Darren says
Vicky is that via the ombudsman with the money shop ?
Or is it since September they have kept you waiting before going to ombudsman?
Kathryn says
Hayley and others waiting of a refund which has been agreed.
Had an email from PDUK this morning advising all approvals and confirming it would be paid within ten days to my bank account.
Laurence says
Dear Kathryn
That’s good news well done.
Does that mean payment will be made within the 28 days for you?
Day 19 for me and I’ve heard nothing
Kathryn says
Its within ten working days days of the email I received. Payment will not be within 28 days as that is tomorrow, and the payment is anticipated to be made on the 10th. However 10 working days is actually by Monday 13th May.
Hayley have you had any news?
ellie says
Hi Kathryn , I wondered if you could confirm if you received your payment within the 28 day period in the end? I am going through the Fos and have given my bank details to The Money Shop today after them agreeing with my adjudicator.
Darren says
Finally received my DSAR request from the money shop today
I have about £3600 in loans of £100 I took out every single month for a 4 year period from 2007- 2011
Staggering
I’ve put my complaint in .. let’s see what they say
Joanne says
Hi ,
Payday Uk have sent me a list of all my loans and then a zip file titled more information required . I’ve tried to open the Zip file they sent on the laptop, iPad and iPhone and tried to export it etc but it won’t open even with the password They have already a copy of my credit file. Has anyone experienced this and would have an idea of what it is. I’ve asked for it in a different format and they said they don’t do that but can post it to me to which I’ve said yes to.
Darren says
Joanne
Try ICL2019
That’s what they just gave me
Jurgita says
Hi. I had same problem. Download zip viewer app. Should open the files. Did work for me . Hope it will help.
Darren says
Has anyone received an offer direct from the money shop before doing to the ombudsman ?
Payday UK and Payday Express both paid out to me after complaining 18 months ago
I know the money shop are part of the same company I believe
I’ve gone in with a claim with rollover cheque loans between 2006 and 2011
Or am I going to get a rejection letter straight away
2 people I know got a direct offer of charged and 8% interest in top from cheque loans taken out the same as mine were taken out
My complaint was sent 3 weeks ago which they are investigating
phil says
no they have not . I sent off the acceptance form again on Monday as they said they had not received it .told me it normally is about 2 days to reply back ,
Darren says
Phil so you complained to the money shop direct and they upheld your complaint so you didn’t have to use the ombudsman
Is that correct ?
Cheers
phil says
yes that is correct
Darren says
Nice one
My loans are from 2007-2011
All cheque loans I rolled over constantly
Hopefully they make me an offer
3 weeks and waiting so far
HO says
This is good to know, thanks for sharing.
I have submitted a complaint about rolled over cheques with the Money shop from 2001 to 2012!!
I’m not hopeful on getting all of that back but certainly hopeful from 2004 to 2012, fingers crossed.
They formally acknowledged my complaint on May 3rd, will keep you posted of any further updates.
Sara (Debt Camel) says
You won’t get anything back from before April 2007 – loans before that can’t be considered by the ombudsman. good luck!
S says
Hi Sara,
PayDay UK have offered me a redress but have been unable to determine a number of loans and have requested bank statements to cover the period in question (over 10 years ago). The statements have arrived today but I’m concerned that they show numerous online gambling payments back in 2009. Is this likely to cause me any problems and could it effect the redress already offered? Thank you for your help.
Sara (Debt Camel) says
It shouldn’t make a difference. If they refuse the complaint because of gambling you can send it to the Financial Ombudsman
Jim R says
Agree with Sara and if anything a proper review of your status of the time would have shown what you were using the proceeds for and alerted them. Gambling addiction or compulsion is a disorder and should not be used against you by these companies, many of whom would have a lot shallower pockets if they didn’t rely on these types of customers. Good luck with the fight
S says
Thanks both.
J says
Hi Sarah
Can you please clarify something.
Pduk have upheld 2 of my loans:
Loan 1 interest paid = 624.75
Loan 2 interest paid = 549.85
They have offered me the following redress:
Interest 8%. Tax deducted Total redress
569.75 + 182.32 – 36.46 =. 715.61
I Phoned them to say They have only refunding one loan but they said both Loans hAve been taken into account and that i need to go to the financial ombudsman if im disputing it as they will not look into it again, i said i just want to know how the calculation has been done and it would be silly to go to the ombudsman to ask that when you can just tell me. Im waiting on a call back now from the manager.
Can you please tell me if there calculation is correct? Which i dont think it is.
Many thanks
Hayley says
Hi Kathryn
Yes I have today had confirmation that the money will be in my bank account on Friday 10th May been speaking with Yarrick very helpful. He told me all approved and money will be in between 3 and 5pm. This is outside of the 28 days. Let’s see what next Friday brings.
Hayley
Kathryn says
Hayley me too. I spoke to Jaroslaw though :) he confirmed the very same thing to me.
Kathryn
Andy says
Firstly congratulations to everyone that has had their complaints upheld promptly.
Secondly, I can’t help but feel angry about the fact some posters have had their complaints accepted and paid out already despite them complaining way after I did and some of them had loans over 6 years ago like me. I made my complaint on 4th Sep 2018 and I’ve had nothing but frustration. To top off all the delaying tactics and repetitive questions they’ve asked over the past 7 months, they have now sent my adjudicator my business file but completely left a years worth of loans out despite me clearly stating when I had my first and last loans and providing them with bank statements from the off. To make matters worse my adjudicator has also clearly ignored my complaint and the multiple bank statements I sent in with my complaint as he’s written to them in my favour for 2 out of the 4 loans in my file – if he’d looked properly he would have seen that every loan from 2010 was missing! He’s now had to write back to them and they’re delaying again!
Sara any advice here because I’m at my wits end if the adjudicator hasn’t even looked at my complaint properly – I’ve even had to resend him my bank statements that were sent with my original complaint.
Thanks
Andy
Sara (Debt Camel) says
Ask for additional compensation for the delays caused by the lender providing incorrect information.
I’m sorry but there isn’t much that can be done to speed things up. All the lenders in this group have stopped lending, so they just don’t react fast to bad Trust Pilot reviews.
Charlotte Clark says
My original complaint to pduk was December 2016.. FOS adjudicator found in my favour pduk rejected it so they passed on to ombudsman that was june 2018. I received a letter last month that its still not been picked up so will be a while but they cant give me a time estimate.
I had 22 loans rolled over a 2 year period every month i paid them back and then got another loan or rolled it over. I got all my bank statements and sent them off.
Vicky says
I feel your pain. I complained in sept 2018 as well, send it to FOS probably a week too early and PDUK are not looking into my complaint anymore and it hasn’t been picked up by the adjudicator yet either. All my loans from 2006-2008 and I have no statements so I dread to think what is going to happen and HOW LONG I have to wait for :(
marty says
I complained in December 2016 to FOS they ignored adjudicator decision and ombudsman have agreed with adjudicator. Payday express now don’t answer the phone or respond to my emails seeking payment
J says
Try this number 0330 024 1754.
Ellie says
Has anyone recently been paid out from The Money Shop after their FOS adjudicator paying out in there favour?
My adjudicator wrote to me on 5th April confirming she agrees with 4-18 loans shouldn’t have been paid. She gave TMS until 19th April to respond, no response. She sent a chase letter on 23rd April and still no response. She advised me they currently have a backlog and are taking approx. 4 weeks to respond however that time has now passed and I’m getting increasingly frustrated by this. I’m hoping people can share their recent experiences with the money shop after going through the FOS?
Stuart says
Hi Ellie my adjudicator gave the money shop until the 3rd of April to reply on his recommendations and it was about 40days before they responded and agreed with his decision. I am still waiting on payout but at least they did eventually respond. I too was getting frustrated but I hope this helps.
Ellie says
Thanks Stuart that’s really helpful of you to share. I’m pleased to say I just received a call from my adjudicator confirming TMS have agreed with her decision. I now have up to 28 days to wait until I receive payment. How far are you into this duration whilst you await payout?
Andrew B says
That really is unacceptable and shows the seeming disregard they have for the entire complaint process. From my experience they have informed the FOS they are ‘snowed under’ with complaints and the FOS have allowed them a little bit of extra time to respond to complaints however the time frames your are talking about are ridiculous especially if Ombudsman has ruled in your favour. Please update date us when you do get paid so as to give us all a little bit of hope. Good luck!
Nick says
Afternoon all,
I had 6 of my 8 loans with Payday Express up held by the FOS and received confirmation of my acceptance of an offer on the 18th April. 6 days left until the 28 runs out. All of the loans were over 6 years old. But, I started my journey back in February 2018. Initially raising the complaint and after a final decision with the headline ‘your too late to claim’, I referred my case to the ombudsman in July 2018.
I’ve also had another 2 redresses from PDUK and Wage Day without FOS referral. It may be frustrating at times but hang in there it will be worth it in the end.
marty says
Finally got confirmation redress will be paid 2 and a half years after raising concern.
Some rubbish about money coming from treasury department next Friday it starts really what is that all about. Faster payment surely for the extraordinary time scales and delay after delay
michal says
hi, can anyone tell me how long did you wait for final response from Money Shop after they requested bank statments? They requested my bank statments so I posted them 3 weeks ago and now silence.Before statements they were unable to determinate. Claim started in Feb 2019. Many thanks
S says
Hi Sara,
I’ve finally obtained the bank statements requested by The Money Shop, to review over 20 loans they have been unable to determine. However back in 2009 Ive noticed I received an insurance pay out; which sat in my bank account for a few months before paying off arrears I had on my mortgage. Apologies if this sounds a stupid question but when you receive an unexpected “wind fall”; would loans around this period then be looked upon as being “affordable”?
Sara (Debt Camel) says
Not if you have priority debts such as a mortgage arrears.
charlotte tench says
hi I wanted to know if you know who to contact to claim from payday uk as it directs me to bwlegal site
Thank you
Sara (Debt Camel) says
Are you saying Payday Uk are directing you to BW legal? If they are, go bank to them and say you want Payday UK to consider your affordability complaint or you will send the case to the financial Ombudsman.
Don’t waste your time sending BW Legal your complaint – they didn’t make the poor lending decision.
BUT if you still owe Bw legal any money from the last loan, tell them that you have a complaint in with Payday UK – it will prevent BW Legal from starting any court action against you while the complaint continues
Jim says
Hello. Apologies if this has been answered already – there’s a lot of comments to search 😅.
I complaint to Instant cash loans on the basis of 11 loans in 2014. 7 were with payday uk, 3 with express and lastly with TMS. I have received an FR today from TMS – under the 7 week mark. They have taken the loan which they issued to me in complete isolation and have determined it was affordable. Can they do that? My complaint was that it was unaffordable because of the others not on its own – seems like they decided it was an easy win and rejected it quickly (for their standards)
Any help would be appreciated
J
Sara (Debt Camel) says
Go back to them and say you would also like a reply about your Payday UK and Payday Express loans.
Jim says
They are treating each individually as 3 separate complaints (I only sent one letter)
PDUK 4/5 responsible 1 undetermined
Payday express complaint still pending (6 loans)
TMS 1/1 responsible.
How can they take each one out of context like that when they are all issued consecutively and by same parent company? Guy on the phone even said he would see how that might be unfair but called it the procedure
Sara (Debt Camel) says
Well you seem to have had a good response to PDUK and TMS, so why not wait and see what response you get for PDExpress? If that’s good, does it matter if they treated them individually or together?
Jim says
Hey sorry Sara I didn’t explain that very well at all – when I say 4/5 responsible I mean that is what they concluded. So I’ve had 6 loans looked at by two of them and they determined 5 were leant responsibly and 1 undetermined- not a result I was looking for
Sara (Debt Camel) says
Ah sorry. In that case I suggest you send the whole complaint to the Financial Ombudsman now.
Kathryn says
Just an update on my case, it was paid out on Friday as promised.
Ellie says
Excellent news!Was this within the 28 period Kathryn?
Kathryn says
It wasnt – but that is their internal measure and due to bank holidays etc it was stretched. Fos wont chase until 8 weeks have passed. Instead of 4 weeks, mine took 6.
Ellie says
Thanks Kathryn that’s really helpful
Mark says
Hi Sara,
I submitted a complaint to Money Shop for loans with both PD UK and PD Express. I had a number of loans and they allowed me to roll them over quite a few times. Money Shop issued a final response dismissing my complaint and I submitted the complaint to the FOS.
Anyway, I hadn’t heard anything for months (since Jan) and contacted the FOS yesterday, they stated they are still waiting on requested information from the Money Shop and have set a diarised ‘chase’ reminder for the 17/05.
Can the FOS make a decision if they receive no reply from the TMS?
Sara (Debt Camel) says
yes they can do.
Steve says
Payday express excepted my Refund on the 01/05/19 was told refund would be paid within 28 days. Just received and email today the 15/05/19 saying that funds will be in my account within 10 days.
Steve says
Refund will be made on 24/05/19 after 3pm.
Ellie says
Did you have to chase them much for this result Steve? My refund was accepted last Friday, I called and gave The Money Shop my bank details and was told 28 days.
Steve says
I phoned them about twice a week and sent numerous emails, they never replied to the emails. I rang payday express/ money shop customer relations on 01903 768769. The best time to ring for an update is in the morning. If mine gets paid next Friday it will be 24 days.
Ellie says
Thanks Steve, that’s really helpful. I have just called them and been given a very generic answer of the 28 day timescale. I think I’ll continue to call them each Friday until I get more defined response.
Tucker M says
Finally received £4k refund from pdu yesterday after being accepted by FOS the 28 day deadline was 3/5/19 so 6 long weeks to wait. Also wanted to say thanks to Sara and this site for all the help you provide.
dazza says
dazza
just to give you some idea, I had Payday uk agree with the FOS recommendation on 1st May 2019 then my agreement letter sent from fos to PayDayUK was sent on 2nd May.
On 15th May 2019 received email saying I would receive my Money just over 3K with in 10 working days so I am hoping it will be Friday 24th May 2019 apparently they pay on a Friday after 3PM
Fingers Crossed xxx
Steve says
I received an email in the 15th May 2019 confirming refund would be made within 10 days. I phoned up and was told payment will be made on Friday the 24th May between 3-5pm.
Stuart says
I also received an email on the 15th May confirming refund would be made within 10 days. Hopefully they pay up on Friday then.
Dazza says
Steve.
Fingers crossed mate let’s see what happens Friday.
4th3loveof says
Hello all,
March 22nd was when I accepted MS offer for redress. I provided my bank details the day later. Since then i have chased several times as received zero contact or update on payment. I kept getting told it would be paid ‘by next Friday’. So, because of the delay I went back to FOS who contacted them my FOS adviser also told me to keep in touch with MS but they refused to speak to me because I had escalated back with FOS. FOS emailed me last Friday to say MS have confirmed payment will be paid by next Friday (Today) before 5pm.
Here’s hoping we all get paid today!!!!
Dazza says
Well it’s 12.30pmFriday afternoon 24th may 2019 and it’s “D” day of we actually do get our redress in the bank today between 3pm and 5pm as payday uk have said will happen.. fingers crossed they. stick to there word.
Dazza says
Well guys update at 15.47pm on Friday 24th may 2019 my money went in from Payday uk.
Just over 3k hope that anyone else that is waiting had now received it same as me
I am well chuffed my holiday is gonna be even better now on 2 weeks time.
Good luck guys with your payments in to your account. By5pm
Steve says
Just received mine as well just over £3k. Thought I would never see it.
Bill says
Hi Dazza, am in similar situation as you with the money shop, how many loans did you have with them? And when did you first complain to the fos? Mines been with them since May last year, heard Nout,
Regards,
Bill
Ann Brown says
Hi Bill so has yours been with the FOS since May last year?
forth3loveof says
same here guys!!! happy bank holiday weekend all!!! thought i’d never see it either!!!
Megan Evans says
same here guys!!! FINALLY. Thought i’d never see it either. Happy Bank Hol all!!
Stuart says
Same here folks. Money in account. Happy Days!!!
dazza says
Well done Guys so chuffed for you all !!! lets all party and have a few drinks this bank holiday !! Well deserved for the long wait we all had mine was well over a year!! but finally its in the bank
I am off now to party !!!!!
Ellie says
Amazing news everyone! So happy for you all! Happy bank holiday weekend! I’m currently hoping mine will be process for June 7th before my holiday! Haven’t received confirmation yet but I’m told I should receive this either next Tuesday or Wednesday!
Colin says
Just had an offer which I’ve accepted, and sent off the acceptance form by e-mail, can any of you guys confirm how long it will be for the money to hit my account?
It’s only a few hundred quid but I’ll take that just now, just glad to be out of the Payday Loan trap!
Steve says
Took mine 24 days from acceptance to receiving funds in my account. They have 28 days to payout.
Colin says
Cheers mate, I didn’t go through the FO so they might fancy paying out a bit quicker, who knows.
Ann Brown says
Looking at all the positive results people are having I’m now regretting going to the FOS my concerns are the length of time it’s taking for complaints to be picked up by adjudicator and that The Moneyshop might end up going into administration like Wonga and others before my complaint which has been sitting with the FOS since last October
Kat says
I’m the same. Mine has been with the FOS since early September. I asked for an update a couple of weeks ago and I was told I will be contacted in due course. I then asked if the info I sent in would be enough to make a decision only to receive the same response. Hope they hurry up!
Siobhan says
Hi Ann,
Totally agree with you there regarding going to the FOS, they have had my complaint since last November, and I have heard nothing from them apart from an acknowledgement at the very start. I so regret going anywhere near the FOS as they seem to be ignoring all Money Shop complaints, especially those over 6 years. If they do go into administration it would be a right kick in the teeth for those of us who have been waiting the best part of a year for our complaints to be picked up. If I could do it again I would stick it out with the Money Shop themselves as people are getting really good offers from them now!! So annoyed with myself and the FOS for this!
Ann Brown says
Hi Siobhan I know it’s so frustrating I so regret not biding my time with The Moneyshop before going to the FOS as Kat says when you call there is never any update just say Moneyshop have lodged a complaint about them dealing with complaint as over six years but if people have a genuine case I don’t understand why they just don’t get back to The Moneyshop as they are obviously paying out on the older genuine complaints
Angela says
This does take time i sent my complaint on PDUK to FOS Nov 17 loans were over 6 years. Allocated an Adjudicator Sept 18 to consider whether they could look at the older loans. Agreed that they could in Feb 19 then had to wait to be allocated another adjudicator to look at the actual complaint. Allocated end of March and upheld my complaint. Got my letter this week saying money will be paid in 10 days fingers crossed
Ann Brown says
Hi Angela so was your complaint sitting with an adjudicator from September 2018 to February 2019?
Angela says
Yes and that was just for them to look into whether they could look at the older loans