Debt Camel

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

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

UPDATE

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

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

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

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

These three brands are no longer lending

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

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

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

Getting a list of your loans

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

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

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

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

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

Searching your credit record

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

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

How they usually reply to complaints

Asking for longer

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

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

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

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

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

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

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

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

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

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

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

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

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

For example you could say:

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

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

Only reply about some of your loans

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

At the Ombudsman level

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

One reader reported:

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

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

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

Loans over 6 years old

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

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

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

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

Last updated July 2019

Comments

  1. Adele Sweetman says

    Anyone still awaiting refund to go into account today? I had confirmation on 21st that it would go into my account within 10 working days. I was under the impression it would hit my account today as it hadnt last Friday and by looking at the comments they only go in on a Friday between 3 and 5!

    • Kat says

      I would say next Friday. I count working days from Monday to Friday and don’t forget Monday was a Bank Hol. Hope you get it soon tho, you’re way ahead of me, I’m still waiting for mine to be assigned to an adjudicator and they’ve had it since early Sept!

  2. Annie says

    Hiya, I’ve got a complaint in with payday Express, they sent a final response saying unable determine can u send bank statements. I have now sent these – does anyone know how long they take to look at these roughly? Is it another 8+ weeks? Thank you.

    • Reen says

      HI Annie I had already accepted my offer and the ones they couldnt determine I sent statements or should I say documents showing my outgoings to them about 1 to 2 month later, after that it only took about 2 weeks and I got abit more from them (£870) so all in all I received back about 6.5K, so it is worth sending things to them as I do think they do look at what peoples situations were like. Alot of these were over 6 years too. I did start using them back in 2007 though for about 4 years! I have LS in at the FOS so will be a long wait there! Good luck.

  3. Darren says

    My complaint to the money shop has exceeded 8 weeks.. as of today

    Do I go straight to the ombudsman … and no doubt wait another eternity

    Or do I give them a bit longer ?

    • Ann Brown says

      Hi Darren looking at the positive results on here I regret going to the FOS and not giving The Moneyshop longer to deal with my complaint as it seems it may take around two years before FOS resolve complaints if the loans are over six years, most people’s concerns is that the company may go into administration before that.

      • Darren says

        Ann … that’s the thing

        However I’ve also seen quite a few people getting decent offers from the money shop who have had loans over 6 years

        So I’m in limbo what to do 🥴

        • Jo says

          I complained to the money shop for loans between 2010-2012. They couldn’t determine them so needed to send bank statements, I couldn’t get hold of as the bank only have up to 6 years old! They did give me a offer on my loans between 2012-2014 but the older ones were a lot more! I have contacted the fos with mine! Do u think I should have accepted? Only emailed fos last week so I guess I could go back to MS and accept!

  4. Angela says

    Is it defiantly only Friday when PDUK make payments. Has anyone had redress paid on any other day thanks

  5. Neil says

    I had an email with attachment dated 20th May which stated my refund from Payday Express would be paid within 10 working days and still waiting. Eventually got through to someone this morning who gave that old one about Treasury Dept having issues which was why didn’t get it on Friday and to expect it in my bank today!! What’s my chances???
    Got quite a few others that I’m waiting to hear on.

    • Adele Sweetman says

      Hi Neil,
      I had my letter on 21st from Payday Express which stated 10 working days.
      I presumed it would go in on Friday 31st but also I had nothing and I haven’t been able to get through.
      If they wait until this Friday (which apparently is the only day they do transfers usually) then it would be 12 working days for me which personally I find unacceptable!
      Did they specify a time it should be in your account? Also did they mention whether everyone expecting payment on Friday would have it today?

      • Neil says

        Late afternoon so I imagine after 3pm, they didnt exactly say everyone would get it but just said due to fault on Friday payments didn’t go through and would try again today and to check my account later on this afternoon.
        Yeah it took my ages of being in hold before I got through to them this morning! Let you know if I get it today

        • Adele Sweetman says

          Great thank you Neil. I will await payment also and if I do not receive I will call them in the morning.

          • Neil says

            Hi Adele,
            Did you get your refund yesterday? I received payment after 4pm on Monday and wondered if anyone else expecting refund on Friday got paid Monday too? I’ve other loans being claimed back but be a while before they’re settled.

  6. Neil says

    Got my payday Express refund this afternoon, had my doubts but at last one down many to go.

  7. Emma says

    Hi Sara sent my complaint to fos in December just rang them for a update as not heard any thing they said my cases are with a specialist team due to jurisdiction I think he said it they have objected to the 6 year rule even though it was within 6 years when i first started my complaint against payday Express and payday UK back in August last year said cant give any time scales just wondering if theres any point carrying on or just give up I managed to get hold of every bank statement they needed thank you

    • Angela says

      I wouldn’t give up. My complaint against PDUK started Nov 17 and I am now awaiting payment of £900 in the next week. I generally forget about it as it takes that long and then its a nice surprise when hear your getting refund. FOS are extremely busy at the moment

    • Nelson says

      Hi Emma

      Don’t give up!!

      I complained directly to PDUK in September 2018 and after delay tactics by them, which exceeded the 8-week limit for their final response, I passed it to FOS in mid-December.

      The FOS passed it to an adjudicator in May. The Adjudicator asked me a couple of questions for clarity and then sent off the first letter to both myself and PDUK for response on 13 May.

      PDUK haven’t responded at all so it’s now been passed to an Ombudsman to investigate further, and the deadline given for response is 24th June.

      My loans are over 6 years old, which I thought would prevent the FOS looking at this but they explained it doesn’t stop them.

      I phoned FOS every month (once a month) for an update in the hope it might speed things up. I was always polite and patient and eventually it was passed to an adjudicator. There’s no harm in doing this but just remember to be polite 😊.

      Don’t give up, but you will have to be patient. Good luck.

      • Rich says

        Hi Nelson,

        I hope to hear from the FOS very soon as my timescales match yours exactly (Initial complaint Sept 18, escalated to FOS mid Dec and loans over 6 years). It does seem pretty quick for the FOS to start processing your complaint so well done for pushing it through. I will chase FOS for an update aswell to see if I get any movement just like yours.

        Thanks

        • Nelson says

          Hi all

          The latest with mine is that as PDUK hadn’t responded to the Adjudicator it was passed to an Ombudsman, then (as if by magic) PDUK then responded last Friday confirming they were happy for the Adjudicator to look at Loans I had with them.

          This has now caused a further delay because the team at FOS now have to find a new Adjudicator to look at my case and go back to me and PDUK with their assessment. I’ve spoken to the FOS this morning and it will be another few days before this happens ☹️

          I am disappointed that the FOS are now dragging their heels and it is clear that PDUK are using this as a tactic to delay the process. i.e. the Adjudicator puts their case forward for a resolution and gives PDUK 2 weeks to respond and then PDUK use the whole 2 weeks (if not longer) to reject it and it then goes to an Ombudsman. I’ve been told if it goes to an Ombudsman then it will be months before they provide their final view.

          All in all, it’s both disappointing but illuminating that it takes much, much longer at the FOS end than I realised.

          I wish I had more positive news but this is (unfortunately) the reality of these complaints.

          • Sara (Debt Camel) says

            FOS aren’t dragging their heels. Legally they have to first make a decision about whether they “have jurisdiction” to look at a case. Normally this is obvious, but not for loans over 6 years where the lender says it objects. So your first adjudicator was only looking at whether your older loans should be considered, not looking at all at whether you should win your case.

          • Nelson says

            Hi All

            I just wanted to say sorry for offending Sara or anyone else on here about my comments stating that the FOS are dragging their heels.

            Firstly, that may have been an incorrect use of language and secondly, this situation is stressful, as I’m sure you can all understand.

            Nonetheless, I want to say that the FOS have been very helpful and although it’s hard waiting (we all know how that is) I am hoping there might be something positive.

            Sara and everyone who posts on here – keep up the great work!

  8. Ann says

    I stupidly used a claims firm for my affordability complaint sent back in January. They have dropped a couple of my complaints (thank goodness) and I have managed to continue them by myself thanks to this site. One of the final ones they are still looking at for me with pde, requested bank statements which were sent 4 weeks ago. The claims company has said they cant chase pde for a reply until 8 weeks has passed since the statements were sent. Is this right? The original complaint was sent in January so 8 weeks is well past. I just wanted to check the information they are giving me is right as they have been a nightmare to deal with. Thank you!

    • Sara (Debt Camel) says

      I don’t think there are any rules about this. If you weren’t using a claims company you could certainly chase them now.

      • Shaun F says

        Sara,

        The Ombudsman decided I was to be awarded almost £3000 from PDUK and I accepted this offer last week. When am I likely to see that money?

  9. Darren says

    The money shop rejected my claim as they were from2011 so hence over 6 years
    However they asked if I’d like to appeal

    I advised I didn’t realise I could claim until 2 months ago and also the rolling cheque loans plunged me further into debt

    Was that enough to appeal ?

  10. Colin says

    Spoke to TMS today and apparently my redress will be in my account between 3-5pm tomorrow.

    They seem to do payment runs on a Friday and work off a spreadsheet. Will update if it goes in tomorrow.

    • Ellie says

      Happy to confirm 1.5k dropped in my account at 4pm today from The Money Shop. It’s taken well over a year to resolve but would have been lost without this forum and all of the advice. Thank you to Sara and everyone along the way! Have a great weekend! Xxx

  11. Darren says

    So the money shop have rejected my claim as all loans were 2007-2011 so outside the 6 year period to claim .

    However they took some details over the phone asking why I didn’t claim earlier etc etc . They have put my responses back to the complaints team who have 10 working days to respond to my response .

    Do I still send this to FOS ?

    Or do I give them 10 days to respond ?

    Has anyone else had anything similar to this and the money shop issued a refund after these allotted 10 days ?

    Cheers

    • Steve says

      Most of my loans with payday express where on 2010-2011. I got a refund on all these after sending this to the Fos. I was refunded just over £3000.

      • emma says

        Please can I ask how long you was waiting for the fos started my complaint August 2018 sent to fos December 2018 at minute still with specialist team due to them trying to abject mine are just over 6 years old fed up of waiting now lol thank you

        • Steve says

          I started my complaint in August 2018 was sent to the FOS in December 2018 and I received my refund at the end of May 2019.

          • Emma says

            That’s same timescales as mine hopefully mine will be sorted anytime soon I hope thank you
            Cant believe how long it all takes

          • Kat says

            I’m jealous lol! The FOS had mine at the beginning of September and I’m still waiting for it to be picked up by an adjudicator! Well done you x

    • Cj says

      They did same to me .imgave them the extra time and they founded in my favour so stick with it

    • Amanda says

      The money shop did exactly the same with me, my loans where from 2007 on wards. I replied to them through Resolver the reasons why I hadn’t complained until now. Less then two weeks later they have changed their final response to upholding my complaint. I accepted their offer yesterday.

  12. KR says

    I had some from 2008-2011 and they rejected them based on the timescale so mine has gone to the FOS now. I have to wait to see if the FOS will look into them due to timescale but I argued I was not aware I could claim on these and if I had I would of done sooner. I’ve been told it could be months before they now even starting looking at my claim due to the high numbers they are receiving so don’t give up.

    • Darren says

      I thought that may be the case . What I did notice though .. the money shop email did not say “final response” .
      Which is why I’m hoping there’s still a small chance .
      They asked me questions and I said I didn’t realise I could have claimed until I received emails from wonga and wageday advance offering me a redress … on loans 10 years ago .
      Also as advised I mentioned this particular website advised I could still pursue a claim .

      I hope they think I’ll just let it go ..: I haven’t .

      Hence they now advise they will come back to me within 10 working days

  13. L says

    Hi
    I sent the money shop an email a week ago chasing them ‘re my final response as the 8 weeks had passed. They got back to me saying the final response was sent on the 10th of May!. I have emailed back to advise that i did not receive any email from them on or around that date.
    I’m wondering whether this has happened to anyone else. Im also concerned where this private information has been sent!

    • Erica says

      They are having issues currently sending out final response letters. Something to do with the servers apparently. I have been asked to email them requesting it via post.

      • L says

        I called them after I posted this and was told the email had been resent but it could take 48 hours to hit my inbox so I’ve to call back if I dont receive it today.

        • Erica says

          Yes they told me this too.

          My final response was sent last Thursday and I phoned Friday to be told this.

          I phoned again on Monday and they said that they would send it again.

          Phoned today as still no response from them and was told to request it via post.

          • L says

            Good to know.
            Will give it until end of today and phone then if I haven’t got the email.

    • Erica says

      My final response has just come through via email. Hope you managed to get yours sorted.

      • L says

        I got mine too, it was dated from 2 days ago. Not upheld unfortunately so off I got to the FOS again!
        hope you had better luck.

  14. Stephen Kelly says

    Had a PDE loan, complained using Resolver 9 weeks ago. Friday last week I rang them to chase they said they sent response 3 weeks ago and will send again. Today Monday still no had a reply so gave my email address for them to send it to and apparently it may take 48 hours to receive. Why it takes 48 hours to forward a email is beyond me so waiting for Wednesday now, not holding my breath.

    • Darren says

      Exactly same as me with the money shop .
      I received no email which supposedly was sent 2 days earlier .
      They would resend

      That was last Thursday … I received it late on a Saturday

      Bizarrely

    • Jim R says

      Hi. Had similar experiences with PDE and PDUK which is extremely frustrating as often the FR is asking for you to send further details in. They have said they have ‘system issues’ which are meaning emails aren’t going through immediately. Once I call in and say I haven’t received them I usually get it a day or two later – at 5/6am with a sent date of 3 days previously.

  15. Kellie says

    Good morning everyone.
    I have had a refund offfered last week from PDUK via my adjudicator who has send acceptance on my behalf. I need to make sure that this has been received and that they have my bank details.
    Could anyone let me know a telephone number they have used to chase for updates. The ones I have phone online seem to be out of service?!?
    Sounds like it could be the treasury department????
    Thanks

  16. Joanne says

    Hi,
    Payday uk have agreed to my redress on Monday and have said I’ll be paid within 28 days. From everyone else’s recent experience, how long has been to get the refund in their bank account ?

    • Steve says

      Mine took 24 days to reach my bank account, I heard on the 1st May was in my account on the 24th May.

    • Nik Will says

      I have been waiting on my refund 29 days now from acceptance, despite the fact they should have paid it in within 28days. Anyone else had it take longer and what is the time frame?

  17. Carrie says

    Hi Everyone

    My money shop and PDUK Complaints have been allocated to an adjudicator however he has said that there are some jurisdiction issues with them as they are both over 6 years old. How long does it normally take for this to resolved? Thanks in advance

    • Andrew B says

      Hi Carrie. I’m in a similar position. PDUK agreed that some loans were lent irresponsibly and offered 2.5k but I’ve decided I want FOS to try and look at older loans and some others within 6 years also as I’m only going to have this one chance to do it. Unfortunately got a letter from FOS yesterday saying ‘unfortunately it’s unlikely you’ll hear from us again for a few months due to workload’. Not the letter I was hoping for! I sent this to them in October. I’ll give them a ring tomorrow but it wont make any difference I guess.

      • emma says

        I had that same letter from fos I sent mine in december 2018 same as yours saying might be a few months yet a satuma one I sent in april this year as allready been allocated to an adjudicator

      • KM says

        You better accept that refund ASAP or you won’t get anything. PDUK and their brother/sister brands will go bust imminently, don’t delay any further.

  18. Dave says

    Hi all. I’ve had a response from PDUK. It stated that my first 7 loans were lent responsibly. My next 7 loans are being upheld and requesting I send in bank statements etc. And finally my last 8 loans were lent unresponsibly and offered me a redress of approx 1.3k. Now if I send in these bank statements does that mean my 1.3k will now be upheld. Or If I sign and accept this offer does that then mean they won’t look into the 2nd part of my loans. Thanks

    • Sara (Debt Camel) says

      You are going to get the 1.3k whatever they decide about the other loans after looking at your bank statements. You need to ask them if you accept the 1.3k now can you still take the case about the the middle 7 loans to FOS?

  19. Robin says

    Yesterday I received a phone call from my adjudicator from the FOS and he has said 14 out of the 20 loans I had from The Money Shop were lent improperly. Great result in my opinion, he has sent his decision to TMS and I now have to wait 2 weeks to see if they agree so fingers crossed. Does anyone know if TMS stick to this 2 week deadline or have they been known to go past it when replying to the FOS?

  20. Cj says

    I received and sent back my offer forms my email to the money shop and payday express .do you know how long they take to pay the refund out as they have not stipulated this

    • BTY says

      CJ – a very long time i am afraid I have chased mine daily i was ‘processed’ 3 weeks ago told 28 days then 10 working days, some idiot told me i would defo get it today as and I have not…..its just constant chasing and disappointment i am afraid. I asked thew question ‘why so long when if i wanted a loan that would be within the hour? Just get told the same thing ‘the process’…can i speak to finance? we dont have a finance team you can speak too…….so dont make any plans for the money mate, and just hope you get it as i do mine.

      • KM says

        How many days has it been in total for you? Is still still within the 28 day period? Or did you finally get paid on the 14th

  21. Steve says

    I’ve had a response from the adjudicator regarding my Money Shop loans saying they feel they can look into my loans older than six years, which is great news! The bad news is the Money Shop have said they don’t agree, so it’ll now have to go the ombudsman. I can’t even work out what interest has been paid, as the pack I was sent from the Money Shop was 43 pages long, going all the way back to 2007!

    • siobhan says

      Hi Steve,
      This is crazy. How can the Money Shop object, when they themselves are paying out on loans over 6 years on a regular basis as we can see from this site. Their stalling tactics know no bounds

  22. Titch says

    Hi ,

    Today i accepted a offer of over 3k via the adjudicator at the ombudmans , they have informed me that payday express will be in contact via phone call or email to get my bank details so they can send payment. What is the time frame on this does anyone know ?

    Best regards

    Titch

    • Steve says

      I rang them myself and gave them by bank details over the phone, you will wait forever on them contacting you so I would ring them.
      Payday express customer relations
      01903768769.

      • Titch says

        Have tried calling a few times but no1 answers. Also have seen someone just posted that company going into administration so looks like will never receive it !!

    • KM says

      They take about a week to email you asking for bank details, and then about another 5 days after that to confirm they have sent the refund for “processing”. Then they say you will be paid within 10 working days from their processing date…all a load of beating around the bush. I’m still waiting for my refund, tomorrow will be the “10th working day” so let’s see…

  23. MR says

    Just had an offer of £1172. 2 out of 4 loans upheld. It is 1 day under the 8 weeks and the interest on the other 2 loans is less than £150 so will print form off and send it off to them. 5 acceptances so far and no rejections.

  24. Sara (Debt Camel) says

    IMPORTANT

    The Mail has a story saying all the Money Shop branches are being closed and staff made redundant: https://www.thisismoney.co.uk/money/markets/article-7166393/Hundreds-jobs-risk-payday-lender-Money-Shop-shuts-shop.html

    Assuming this is right, it is very bad news for refunds. See https://debtcamel.co.uk/money-shop-to-close-refunds/

    I don’t know at the moment if it will affect those that have been agreed as there has not yet been an announcement that the company is in administration.

    • Vicky says

      This is awful. I will never receive my refund :( so so so unfair! People who complained after me got their £kkkk already… but the ones who are still waiting won’t!

    • Ann says

      Can’t believe this I just got call from adjudicator 3 days ago saying they had written to TMS in my favour for 23 of my 29 loans doubt if I will have any positive outcome now

    • Siobhan says

      I know its the unfairness of it all that gets me. The handling of these Money Shop complaints both by the Money Shop themselves and the FOS has been a complete shambles from the start. There has been no consistency from either. Money shop refusing on some complaints over 6 years and paying out on others and also the FOS not handling complaints in the order that they were received, which resulted in some peoples claims being settled before others were even allocated an adjudicator. Totally disgusted!!

    • Kellie says

      I am keeping my fingers crossed for everyone that people get their refunds.
      Mine was accepted a few weeks back payment due next Friday and apparently it’s been processed so I will get it but I will update everyone as soon as I can. Mine is for less than 400 pounds but I am feeling so sorry for everyone who is concerned they might not receive these deserved refunds.

    • Steve says

      Nowhere does it mention the money shop are administration, they are stopping issuing loans at all their shops. A lot of shops are staying open for pawnbroking foreign exchange etc.

  25. Kyle says

    I’ve spoken to the money shop today regarding an accepted offer I submitted on Tuesday 18th June.

    I asked about the stories circulating today and was advised that it was business as usual regarding my complaint and that it had been processed and passed to the payments team, and that the refund would be with me 28 days from the receipt of my acceptance.

    He told me that they are usually processed much quicker than that however they advise 28 days to be sure.

    He was very helpful and seemed a genuine guy so fingers crossed everything is still processed. I’m hoping I am one of the lucky ones and everything gets paid out prior to the administration, if indeed that is true.

  26. Darren says

    I received an email today .£2100 from the money shop

    I have sent my acceptance back immediately

    So here’s hoping it’s quicker than 28 days

    • Cj says

      I received and sent back my offer on the 13th ..I received my refund yesterday from the money shop

      • Darren says

        8 days ?

        That’s lightning.

        If they allocate them on a Friday then mine may come in next Friday .. similar to what yours did

        I ain’t holding my breath though

        • Cj says

          Yep I was surprised when I rang them he told me my payment should be on the 5th July but they paid it early. .but payday express I’m still waiting for but 28days is 11 July ..may ring them and see what they say

  27. Titch says

    Mine also accepted on the 19th. So keep me updated on how yours goes please. Do you plan on contacting them again during the 28 days. Unreal it takes 28 days btw lol especially these days with faster and online bank payments. Was told to ring again in two weeks to make sure they haven’t forgotten about it :/ not overly convinced about it all really.

    • Darren says

      Titch

      From what I can gather it’s currently taking approx 10 working days to refund

      All refunds go in on a Friday afternoon 3-5pm

      Fingers crossed that’s the case

      • Titch says

        Yeah I think it’s 10 days after it’s been “processed” this can take weeks to be processed however. The fact the guy on the phone told me to ring next week just to make sure they haven’t forgot is not inspiring, if I hadn’t taken the number and advice from a member on here they still wouldn’t have my bank details to send funds too.

  28. Kellie says

    Hi
    Just to note everybody, I phoned ad gave my bank details that way. They have everything now and like I said yesterday mine SHOULD be in next Friday. However, they haven’t communicated with me at all, not one email from them. I have started every conversation via phone calls. This seems to be getting things done quicker.

  29. Darren says

    Ok .

    The money shop have received my signed form .
    Only I need to resend with a proper signature (fair enough)

    I’ve managed to do this but now they say it needs to be sent as an attachment in a jpeg file ?

    I’m not the most technical … it’s been sent as a pdf sole I believe with a proper signature.

    Anyone else had an issue with this ?
    Will this suffice ?

    Thanks in advance

      • Darren says

        Steve that’s bizarre .
        They want everything signed properly in a pdf format before they will issue the refund

        I’ve done it now anyway but it’s strange a lot of people like yourself just ring up and it’s done

        🥴

        • MR says

          I had a form to sign with my offer letter so printed it and sent recorded delivery. I wonder if anyone has received any offers from them today.

          • Steve says

            Hopeful your receive your money soon I received my 14 days after giving them my bank details. I used a claims company that maybe why I did not have to give a signature. I assume you did not use a claims company.

          • MR says

            Hi no I did not use a claims company. I will just wait it out with the Moneyshop. I have had 4 other successful cases and 6 more waiting results.

    • Stephen says

      I got an offer letter on Friday with a form to sign and bank details to fill in.

    • Karen says

      Hi all
      I had a offer for a refund from money shop I just had to send an email I didn’t get a form to fill in

      Thank you

  30. Simon says

    Hi All
    Payday UK, Payday Express, 247 Moneybox, Pounds To Pocket all turned down so gone FOS. All failures for me even though consistent borrowing from all of them, over 60 loans from 247 month after month which they consider to be responsible lending.
    Very frustrating process.

  31. Emmat says

    Hiya, I sent my form across to them on the 13th June, so here’s hoping for the money to go into my account soon. The guy on the phone 10 days ago said it can take up to 28 days, which does seem to be the standard.

  32. KR says

    I have finally got an offer from PDUK, it was with the FOS from May but I asked PDUK to review my case as I did not believe they had taken all my evidence into account, within 1 hour today of this email I had a decision back admitting they were wrong and they offered £800 dating back to 2008. They sent out forms which looks like the standard procedure.

    • Colin says

      Thats good news, make sure and ask them straight away when the money will go in. If it doesn’t go in this Friday then phone them.

  33. Craig says

    Hi, Does anyone know the number to call for Payday UK to give them your bank details, after 9 months and going to the ombudsman I have finally been offered £4900 ! Thanks to all on this board for the sound advice and inspiration to get this far !!!!

  34. Nelson says

    Hi All

    Just thought i’d give an update on my complaint that is currently with an FOS Adjudicator as I just spoke with them. For context, I I have several loans that are over 6 years-old, the Adjudicator has informed PDUK that they should pay me for the majority of the loans (9 of 11) and they have until next week to agree or not.

    The Adjudicator informed me today that PDUK has asked for an extension to respond on all cases of 4-6 weeks due to them being behind. In my case this means I now have to wait another 5 weeks.

    I’m not saying this will apply to all cases, but that’s just what my Adjudicator told me. I did ask if this relates to the potential of ICL going into administration but the FOS have not been formally advised so they can’t comment.

  35. Kelly says

    Hi, all my loans with PDUK are over 6 years and I submitted my claim to FOS in August 2018, after PDUK rejected it on the basis that my loans were over 6 years. Just had a call from FOS to say it’s been picked up today by an adjudicator, as they have decided they can look into it. Does anyone know how long it will take roughly for the adjudicators decision? Also, what happens if they decide in my favour, can PDUK disagree?

    • Ann Brown says

      Hi Kelly I’m in almost situation. My adjudicator wrote to TMS on the 18th of June giving them till the 2nd of July to offer me redress on 22 of my 29 loans.If they do not get a reply or if TMS disagree it then gets passed to The Ombudsman hope this helps

  36. Anonymous A says

    I had been delayed past the 8 weeks by money shop only to say the loans are older than 6 years. I have sent them a very detailed email to explain further that I had already addressed why they should look into it. At this stage shall I go to the FOS now?

    I had accounts with both PDUK and Payday express.

    • Cj says

      I did this and I waited a extra coupe weeks and money shop upheld all my loans with them even over 6 years. I sent them my agreed acceptance and they paid out in 8. Days

    • JY says

      Each to their own, it wouldn’t hurt as nothing moves fast at least it will be registered you can always close the case.
      However I had the same reply from both PDUK and PDE but after I replied explaining why I hadn’t claimed both went into “Re-review” and I received an offer within 14 days from both

  37. Kellie says

    Hi everyone
    Money in today from payday uk as promised😊
    Not received one email with regards to any of this. I know the amount is correct as it correlates with what my adjudicator stayed in her letter but I do find it odd that there has been nothing in writing from them at all in relation to processing of payments.
    Good luck everyone, fingers crossed for you all.

    • Rebecca Elwin says

      When did you accept your offer Kellie? I received an offer on 12.06.19 as well as a request for bank statements for other loans from PDUK. I accepted the offer on 20.06.19, sending an email with the acceptance letter, bank details and the bank statements requested. I also printed off the offer letter and sent it first class in the post.

  38. Cj says

    So I sent my affordability claims in the Tms and payday exp on 2nd April .the money shop upheld my complaint on the 12th June and d out on the 21st June .payday exp upheld on 13th June and they paid me this afternoon.. all good have had to send my jar and lending stream to fos.and still waiting to hear from snc

  39. Ann Brown says

    It’s great hearing people seem to be getting their refunds now,looks like the people who fought their cases rather than going to the FOS seem to be getting the results rather than the FOS complaints where they seem to be allowing unacceptable timescales for responses going by Nelsons latest update

  40. Robin says

    Well, the inevitable happened. The Money Shop were supposed to respond to my adjudicators decision from the FOS findings by yesterday, the 27th of June after my FOS adjudicator gave them 2 weeks to respond to his decision. No word from my adjudicator or The Money Shop as of today. I’m going to contact my adjudicator on Monday to see what happens next, but I fear that this is going to drag on and on and on. I’m losing the will to keep fighting here, I can’t keep living on tender hooks to find out a result

  41. Steven says

    Hi,

    I had a number of loans, with the money shop from Feb to July, with a total loans offered and paid.

    Loan amount to a total; £1,850.00 and I paid back in total; 2312.5

    I have contacted the bank of Scotland and they are unable to provide bank statements as, they only keep them for 6 years. The Money Shop has declined my complaint based on lack of information. I have now passed my complaint to FOS, who will be taking my complaint on.

    Do I have a case? as the loans were taking out every month, so I would borrow 250 then pay it back but then re-borrow the same amount the following month and so on.

    Any advice would be fab.

    Thanks

  42. Neil Allen says

    Hi,

    Not sure if this is the correct place but i will give it a try.

    Finding these and other threads has been very useful, and my first complaint to QuickQuid a month ago (using the template email in another thread), yielded a response, with an offer of payment which i have duly accepted – funds should be in my account this week.

    For payday express/money shop etc, they have written to me with all of the loans, and deferrals that i made (as i requested), but have not made an offer of redress for irresponsible lending? I wondered if this was normal practice, and what my response to them should be. Should i just respond and say i have reviewed the information, showing significant number of deferrals and ask them to calculate a repayment amount and make me an offer? I guess nothing will happen unless i make the next step.

    Thanks for any advice you can provide.

    Neil

    • Vicky says

      There is a template letter on here [in the article above] for the next step. Definitely need to take that step but get ready to wait for another year to see your refund if PayDayUk don’t go into administration for sure.

      • Sara (Debt Camel) says

        A lot of people are getting good refunds in a few months. Not everyone has to go to the Ombudsman.

      • Neil Allen says

        Thanks for the quick response Vicky,

        It will take me while to do all the calculations etc – is it worth just emailing them and asking them to come up with a number as a long shot?

        Thanks again for your help

        • Sara (Debt Camel) says

          What calculations? You don’t need to work out how large a refund you should get, just say why the loans were unaffordable.

          BUT it’s a good idea to work out how much interest you paid, otherwise you have no way to tell if an offer is a good or terrible one…

  43. Steve says

    I’ve just had an email from an adjudicator to say that TMS should refund all interest and charges on loans since 29 August 2007 until July 2013 plus 8% simple interest per year! Loan six I rolled over 20 times..!

    They have until 9th July to respond. What are TMS like in regards to responding/agreeing with an adjudicator? I wish the letter stated what the refund would be as I can’t work it out!

    • Ann Brown says

      Hi Steve TMS will not respond by the adjudicator deadline my deadline given was tomorrow I called TMS as I couldn’t get hold of my adjudicator and was advised that due to a backlog they were not able to respond in the time given by the FOS and it would be another few weeks my worry is that the business will be in administration by then and they are jus t using delaying tactics hopefully will receive requested callback from adjudicator as I don’t see the point of giving deadlines if they are allowing TMS not to adhere to them

      • Steve says

        This is my worry that they’re going to go into administration too. I submitted my complaint July 2018.

  44. Ann Brown says

    Hi Steve mines was August 2018 with TMS then passed to FOS advisor from TMS did say adjudicator can email them to chase up but he also said that FOS are aware of delays and allowing them more time to respond which I just think defeats the purpose of imposing deadlines

    • emma says

      Hi anne brown I’ve noticed your comments over the months I sent my pay day uk / express/money shop complaints August 2018 sent to fos in december 2018 still not been picked up by adjudicator had a letter a few weeks ago saying it will be a few more months am I getting close do you think for it to be picked up thanks

      • Ann Brown says

        Hi Emma I honestly don’t know. I received a letter saying the same but a few weeks later got a call saying it had been picked up by an adjudicator. I can only assume they are working through date order so hopefully you will hear soon

        • emma says

          Hi anne brown sent my complaint to fos in December 2018 got a email today to say its finally been allocated to a adjudicator x

  45. Amanda OConnor says

    I have just been offered a redress today by the Money shop for 8,672. I have signed and sent back my acceptance. Any ideas how long before I receive the funds?

  46. Charlotte says

    I first complained to payday express in January 2017 for 22 loans which included 5 deferrals and 3 rollovers. they rejected the first 12 as over 6 years and the last 10 as I’ve since been with step change and apparently they should have told me the loans were unaffordable so I should have complained sooner. passed to FOS in March 2017. They sided with me and said I thought that I would be responsible in paying the loans back and had no clue that I could complain. Payday express still said no. June 2018 gets forwarded to an ombudsmen who on 20th June emailed that they side with me and interest from loads 7 onwards should be refunded to me and they have until 4th July to contact.

    This is one long process 2 and a half years and still not resolved yet

    • Ann Brown says

      Hi Charlotte so was your complaint with the Ombudsman since 2018 after Payday Express disagreed with adjudicator? Thanks

      • Charlotte says

        It was passed over from adjudicator on 12th June 2018 and after a year the ombudsman has agreed with my complaint x

  47. Jamie Lock says

    I’ve had a offer from TMS I went through a claims company though who take a big chunk out of the final offer 😩 they have told me TMS pay it directly to them and they transfer it to my account, anyone had this and how long does it take?

    • Sara (Debt Camel) says

      sorry you got stung by these claim company leeches. The delay here is likely to be TMS paying the claims firm, not you getting the money from the claims firm.

  48. Fred says

    I had a reply from Payday uk just at the end of 8 weeks to say they are all older than 6 years so not interested unless i can explain why.. I have already anticipated this and replied to them before this to explain why. I’ve started the FOS procedure.
    I have had over 40 extensions with this company :(

    when the 8 weeks have passed and i have provided more info is there a time frame on when they should reply to that?

    • Sara (Debt Camel) says

      Time frames in which they should reply don’t seem to mean a lot to PDUK :(

    • jy says

      They told me 14 days from when they put it into re-review after my explanation and to be fair both them and PDE made offers within 14 days

  49. Alex says

    Hi Sara,

    Have to say fantastic site.

    Got paid out by PDUK last week, original complaint went in January 2018, and they declined complaint as all loans were from 2008 to 2009. Total of 9 Loans in total. Sent to FOS and it took about a year for the adjudicator to Uphold Loans 4 to 9, didn’t even have to send bank statements in. Took about 5 weeks from accepting adjudicators decision till I got paid out.

    Still have complaints with FOS for Payday Express and the Money Shop. Money Shop was picked up by adjudicator on 21st June, and Payday Express still waiting to get allocated to Adjudicator. They have been with FOS for about a year now. Fingers crossed the company doesn’t go bust before decision is made.

  50. emma says

    At last sent my complaint sent to fos in December 2018 and had a email today to say its been allocated to an adjudicator does any body no how long is takes now thank you

  51. James Parmar says

    Hi,

    Ajudicator has sided with me against Payday UK, the loans was taken out 2015, they gave Payday UK until 26th June to reply back. Still awaiting if they will pay out. How long can I expect for them to reply? Many Thanks for your help, James.

    • KR says

      I sent my form back on the 27th and they said it could just take 28 days and would not give me a date

    • Titch says

      Okay I got the email saying within 10
      Working days and today would be the 10th day……

      • Lindsey says

        Hi I could see post saying payment goes in on Fridays between 2-5pm I think.

        I accepted my offer on weds 19th June by completing form , and put bank details on .

        I have not heard anything or been paid yet.

    • yorky says

      i got the same letter email stating 10 working days and today shou;ld be th e day

      can someone post when payment received today

      • titch says

        Any luck yet Yorky ? Have you been in contact with them recently to confirm today is the actual day ?

    • Antalert says

      I rung again today this is the 3rd Friday they have told me will be in my account !
      She told me today’s the day by 6pm

      • Titch says

        Oh god you was promised payment for 3 weeks ? Or did they say it would be sent within 28 days ? I’m banking on this coming in today , shouldn’t of been so naive.
        Not sure on number I found in on this site

  53. Bill says

    As the saying goes, you wait a year for a bus and next minute 3 arrive in one day! Finally 3 adjicators have contacted me this week re: payday uk, payday express and the money shop, all on the case and hopefully come to a conclusion! It looks like the money shop etc are being dealt with swiftly?

  54. titch says

    Anyone owed money today , has it gone in yet ? has anyone contacted them to make sure today is actually the day ?

  55. Neil says

    I had the same thing happen to me about a month ago. They said their Treasury Dept hadnt authorised the payment on the Friday but even spoke to them on the Monday they assured me I’d get it on the Monday which I did finally get late on Monday afternoon. Call them and see if they say anything about paying it on Monday. I’ve got others in the system that I’m desperately needing and I know how it feels when you’ve got no money and are thinking your getting a payment and then you get zip.

    • sam says

      yes that’s what they just said it will be paid on Monday – in a way good to hear that it has happened previously and they did pay on the Monday as promised

    • Andrew says

      Absolutely disgusted was promised by Pduk it would be paid today and hasn’t am at my wits end now

      • Paul says

        I was due payment today also, I called around 4pm and was told the CEO had not signed off today’s payments so all payments would be made Monday, I asked if that was definite and was told yes. Slightly concerned but maybe nothing to worry about hopefully

        • PAYDAY HELL says

          That’s BS the payment run would have been signed off last Friday for payment today! I’m guessing we aren’t going to see the money now! Guess they will fully go into administration on Monday.

          Sara, is it worth making a claim through the he small claims court online today for non payment? I was told I would get the money today

          • Sara (Debt Camel) says

            Going through the small claims court is not a speedy process. And Administration (if that happens, you are just speculating) halts all outstanding court proceedings.

      • Claire says

        Have you done your complaint independently or through the FOS? Mine is with Money Shop but gone through FOS Money Shop been told have 10 days to pay from 1st July spoke to them Weds and was told money would be in my account on 12th.

        • Andrew says

          Was through the FOS has a letter saying within ten days called them twice and was told payment was authorised for payment yesterday

          • Claire says

            Did you receive your payment? I got that letter Wednesday I rang them and was told it was half way there. It had been approved and authorised and put on a spreadsheet and it would be in my bank on the 12th July. My adjudicator at the FOS did say if there were any problems to ring her. If I don’t get it Friday I will get in touch with her

          • Andrew says

            Update Pduk said the director never authorised and they are hoping he will today to put into accounts by midday but very shifty on phone

    • PF says

      No – sent my acceptance in 18th June. Starting to think they won’t honour now.

      • PAYDAYHELL says

        Seems weird as I was told twice the payment would Be today.

        I think we are about to be done over

      • Claire says

        I did it independently last year and they upheld one loan. I had to wait nearly 28 days after accepting the offer and sending bank details. I sent loans they didn’t uphold to FOS in October 18 and just got a result 2 weeks ago. They got in touch with me Monday and said I would get my payment within 10 days as that’s what the FOS allows them to pay out. That does take it till the 12th

  57. Delaney says

    Any news on Payday Uk? They upheld 19 loans out of 43 other 16 undecided and 8 lent responsibly. Started complaint September 2018 sent to FOS beginning of May 2019, should I accept 19 loans offer before they go bust?

    • Sara (Debt Camel) says

      How much have they offered? Do you know what interest you paid on the loans they have made an offer on?

      • Delaney says

        Hi Sara

        Payday UK offered just over £1900 on the 19 loans they have upheld. Not sure what interest I paid. Haven’t heard anything from FOS just wondering whether I should just accept their offer?

        • Sara (Debt Camel) says

          Well it’s hard to say if that is a good offer or a very poor one.

          We don’t know they are going bust, although it doesn’t look good. If you accept their offer now, they may go bust before they pay you anyway.

    • Titch says

      Accept anything you get offered , and be prepared to wait months for a payout. Was promised i would receive funds yday never happen now I’m left with loads of bills bouncing as I had budgeted for this amount to go into my account, my fault but still poor. Hopefully it comes Monday , yeah right

  58. emma says

    Does any body no how long the adjudicator takes to make his decision once it’s been allocated mines been allocated to one on thursday just gone after almost a year since starting my complaint sent to fos in December x

    • Ann Brown says

      Hi Emma I didn’t have to wait too long just had to send in some bank statements as they already had my loan history think I waited about a week then adjudicator wrote to TMS with their decision gave them a deadline of the 2nd of July but didn’t get any reply from the business, so they have contacted them again to chase up. Hope this helps

  59. emma says

    Thank you ann brown the email I got to to it’s been allocated said he had all the information he needed so hopefully not long then thank you

  60. eddy says

    so i havent receieved any update from the money shop yet but they have started removing records from my credit file. does this look promising?

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