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
Amanda says
Who was everybody awaiting payments from?
Karen says
Hi
I’m waiting for the Money Shop it should have gone in my bank Friday
Amanda says
Seems to be they all take different amount of times I’m waiting for the Money shop as well was hoping they’d be quicker 😫
Ann Brown says
Hi Sarah Thanks for your reply. I suppose it’s just a waiting game and a bit of a lottery if you get redress before the business go bust. I just thought as they still had funds and had a possible income from sale of their assets they wouldn’t be a candidate for administration or an I wrong?
Sara (Debt Camel) says
We don’t know much about their current finances. The FCA (their regulator) should be informed if they are unable (now or in the future) to meet their financial commitments because of refunds. There are different sorts of administration and liquidation.
KR says
They are still all up to date on companies house and nothing on the administration register so fingers crossed we all gets our refunds
Titch says
Anyone that was due payment last Friday and promised it today going to ring or make contact with them today ? I’m stuck at work and won’t really have the time, but if anyone gets any info could you let me know :)
Turtle says
I have just been chasing them on the phone. As someone else said on here, apparently payments for Friday 5th July were not signed off by a director (probably a load of tosh) and payments should be in our banks around midday today.
Info is from the escalations “team”. Fingers crossed.
Andrew B says
I rang just now and lady I spoke to said check your bank account between 12-1 and it should be in. It’s either very haphazard there or something’s not right and I fear it’s the latter. She volunteered the information that payments weren’t approved Friday by ‘treasury’ but didn’t know why.
Titch says
Thank you turtle and Andrew b ! Group been more then helpful 2bf. I totally agree all seems very weird , hence my advice would be to accept any kind of offer ASAP and get the process rolling, as it takes long time. Thanks again
MR says
Surely for a payment to hit your account on Friday it has to be authorised earlier in the week. I am due money from them (accepted the offer on 20 June 2019) was told 5th July. I think we were a few weeks to late.
Turtle says
Well I’m hoping it does drop in today. I don’t see the point of fobbing everyone off saying 12-1pm as we will just be chasing again come this evening. Let’s see.
KR says
Won’t tell me nothing, how are people getting told payment days in ringing 0800 number for pduk, all they kept saying was 28 days.
Turtle says
To give you an idea, I accepted the redress offer on 19th June and they told me by email payment would be made 5th July (only after chasing everyday). No money on the 5th as per above and apparently payment will be made today.
Titch says
Yeah we have all waited 28 days too, we’re next to be paid hence why were getting updates for payment Friday just gone and today. You will get a letter or email saying payment will
Be processed within 10 days soon, hope that helps
MR says
Just checked and nothing . No surprise to be honest.
Turtle says
Nothing in my bank again. How can they get away with this behaviour?
Also, not bothering with answering the phone now.
sam says
Hi
I’ve called and been assured payments were authorised at 11am today for today – I can see which way this is going unfortunately
Ann Brown says
Their calls are all recorded i can’t see even a business like TMS would be able to blatantly lie to customers on the phone saying the refunds would definately be in accounts today
NJG says
Just got a recorded message saying currently updating servers so cant take calls……. I did speak to the redress/complaints peeps earlier who said business as usual, I’m waiting on 3 payments, 2 are in the settlement queue and yet to be given a payment date, the 3rd has not been authorised for payment as they matched my FRL with the further bank statements I sent in so has gone to the further review team, which is approx 2 to 4 weeks to be looked at before a further FRL is issued, let alone get to payment queue. And sods law thats the biggest payout, £6257.
Nerves fraying……
Andrew B says
Right. Not too get you too excited but after an hour on hold I got through. She received an email whilst on the phone to me saying payments HAVE been approved for today and to expect it in accounts from 3pm. I could physically hear the sigh of relief in her voice as she told me. What a horrible to treat your employees. Make no mistake it’s not these poor guys on the frontline fobbing us off it’s much higher. On another note I can’t see how they can continue to operate like this and seem to be lurching from week to week just to get through it seems.
titch says
Absolutely knew this was going to happen , this day in age it takes minutes to send payments. But like someone above said i’m surprised they have said everything will be paid today and has been signed off authorised payments etc if they weren’t going to pay because they would then get loads more calls and emails.
Turtle says
Complete waste of time ringing this crowd. Same nonsense answer as always, the departments don’t speak to each other. A vile company. I have probably spoken to every member of staff there (it must be a small office as I’ve spoken to the same people more than once).
Been lied to twice about the refund and now being left in the dark about it. Next call is to the FCA which is probably a waste of time but there is nowhere else to turn.
Jamie Lock says
Seems these lenders are Quick to lend the money but can’t be the same speed when paying back
Carrie says
Hi does anyone know if the money shop are accepting adjudicators decisions as mine has been upheld in my favour but the money shop are yet to reply. Thanks in advance
Sara (Debt Camel) says
sometimes they do, sometimes they reject and sometimes they don’t reply, so FOS has to treat that as a rejection.
sam says
Hi Guys – mine has just hit my account – fair play and feel sorry for the staff taking all the calls
Antalert says
Yes !!! At last my money had gone in hope everyone else gets there’s
titch says
Ty mate thanks for the updates !!! i feel awful for the staff, simply not their fault and they get grilled daily
MR says
Just checked mine is in as well
NJG says
Success, one of the 3 payments has just gone in, TMS £6257.29. And this is the one they reckoned Id be a month waiting for?????? Sooo relieved. One down, two to go
Stephen says
My has just hit as well. Happy days. Good luck everybody.
PAYDAY JOY says
I JUST GOT PAID!!!!!!!
PAYDAY UK – THE MONEY SHOP – INSTANT CASH LOANS
BY THE SOUND OF THE EMAIL ANS PHONE. CALLS TODAY THIS COULD BE THE LAST BATCH OF PAYMENTS THEY WILL BE MAKING!
Rebecca says
What did they say to make you think that it would be last batch of payments?
Beth McLeish says
Forgive me if I’m incorrect but seems to be a lot of scaremongering going on here. Until anything official is released, it’s probably best not to worry others with “hearsay”. Yes payments are not always on time, but they have historically been within the 28 day window. There are still people awaiting payments/results and to say that this is the last of them is not factually correct. Best of luck to everyone still awaiting responses and payouts.
GM says
I Agree with Beth, i think there a bit of panic and scaremongering as well.
They recently made some extra cash with the sale of some of their shops, giving an extra 10 Million to keep them afloat, so… lets see.
Jackie says
There’s no contact number now
All numbers are giving same response..you have dialed an incorrect number…so no telephone line’s
Claire says
Payday UK have made me an offer today through the FOS
Andrew Lammas says
I got mine too I have to agree I hope we are wrong for all the others
Andrew B says
Quick question Sara. After reading the article about Money Shop closing all it’s branches I reluctantly accepted PDUK original offer of £2120 they offered last October as it looked ( and probably still does ) like they were going into administration. I spoke to the FOS after receiving payment today to see if they would contact Payday UK to see if they could continue looking into the case of other loans. They said they would not be able to as I signed an agreement for full and final settlement and as such that is final. Is that the end of the road for me?!
Sara (Debt Camel) says
Yes it is.
Andrew B says
That’s fair enough. It’s been a long enough road already! Thanks for all your help
Mr PDL says
I’d like to get some perspectives on my position with payday uk.
I have been offered redress of 2k which did not consider loans over 6 years and asked me to explain why they should (a standard statement I am sure)
I emailed back 3 weeks ago and heard nothing. I spoke to them last week and explained I wanted to understand if they had recieved it, were actioning it etc. They said it should be evaluated within a week. I’ve phoned up today and spoke to someone different and they’ve said another 10 days, maybe more.
First question is if I accept the 2k can the loans over 6 years go to the FOS separately, ornis the settlement for all dealings with them?
Second question is should I hold out for hopefully a larger offer. I’m pretty sure there is a good case and maybe 3-4k upside as they were multiple and consecutive loans
Sara (Debt Camel) says
“f I accept the 2k can the loans over 6 years go to the FOS separately, or is the settlement for all dealings with them?” the settlement is for all your dealing with them unless you can get them to agree to split the case – you want this in writing and it is unlikely they will agree,
“should I hold out for hopefully a larger offer. I’m pretty sure there is a good case and maybe 3-4k upside as they were multiple and consecutive loans” you know both sides of the argument. I can’t advise what you should do. Such a difficult situation.
Mr PDL says
Thank you Sara, I know you cannot advise on something like this, and yes it is a difficult decision!
Do you (or anyone else on the forum) know in the event of administration if I would be more likely to receive the payment if I have agreed terms, or would I just be lumped in with all other claimants regardless of their claim status? I just wonder if it would alter my creditor status if that makes sense?
Sara (Debt Camel) says
In the Wonga and Wageday Advance administrations, it made no difference at all – everyone was an unsecured creditor whether the lender had agreed a repayment amount but it hadn’t been paid. FOS had ordered a refund of a certain amount or someone only put in a complaint after the company went under.
Other scenarios are possible. For example, Cash Genie went into a “solvent liquidation” where there was expected to be enough money to pay all its creditors, including the customers due compensation. So for a year or so everyone got paid in full. then the claims increased and it ran out of money, so later complaints only got a small percentage.
Mr PDL says
As always thank you so much for your time and thoughts Sara
Iain123 says
I was able to take part payment and refer the 6+ year loans to the FOS, which are with an adjudicator now.
Recently on here I’ve read things have changed, if you settle it cancels any claim to the 6+ year loans.
Please clarify your options with the lender.
Mary says
I emailed payday U.K. 2 months ago for a statement and they have still not replied ?
Vicky says
Check your spam folder.
Mary says
I have been checking, I’ve emailed them again today. Will see what happens
Stephen says
Hi
Quick question. If you accept a settlement from payday express but have loans from payday UK does that settlement cover all?
Lisa says
No- separate compaints
Stephen says
Cool thanks
Louisa says
I had over 25 loans with PDUK totalling nearly £15k they have offered me £800
Now is that ridiculously low? Should I escalate to the ombudsman?
If I do escalate do I lose the offer?
Sara (Debt Camel) says
Well it doesn’t sound at all good, but what matters is how much interest you paid on the loans, not what you borrowed. Do you know how much that is?
Have they said they will look at other loans if you supply bank statements> Or asked you why you haven’t complained before about loans over 6 years old?
Louisa says
Well it’s strange because they have stated they are undecided on 5 other loans for which I have provided statements multiple times
Andy says
I grudgingly sent my acceptance form in on 26th June. £2k, better than nothing though. If I’m reading this correctly at current rate I should be paid out this week or next?
Robin says
Hi everyone
I have just received an email from my FOS adjudicator saying The Money Shop have accepted his decision which totals approx £1700 redress. I am very happy with this and I have send my acceptance form back to the FOS today. What happens next? Do I need to contact The Money Shop with my bank details or will they contact me and how long does it usually take to pay out? Any help will be appreciated, thanks
Steve says
I contacted the money shop Directly on 01903 768769 with my bank details.
Steve says
I was paid out 2 weeks after phoning up with my bank details. You could email or wait for them to contact you, phoning up is quicker.
Robin says
Great, thanks for that, that’s what I’ll do then
Robin says
That’s awesome! Thanks
Gemma says
Hi, i received a settlement back in May and they asked me to send in bank statements for 2013/2014 to be able to investigate further loans. I havent heard anything since – is this morning in other peoples experience??
Tried emailing to chase but no reply, struggle to call due to being at work etc.
Thanks
Amanda says
Anyone expecting payment this Friday?
Jamie Lock says
Hi Amanda,
I accepted my offer 2 weeks ago and still no payment I rang up clear law today who are dealing with on my behalf and they are expecting another batch Friday and hoping mine is one of them. I’ve read on here people accepting their offer and receiving payment a week later so we shall see
Amanda says
Is it from the TMS your waiting for Jamie?
I accepted my offer two weeks ago this Friday coming and have also heard of others getting theirs relatively quick, so here’s hoping 🤞
Jamie Lock says
It certainly is yes, hopefully it’ll be this Friday only time will tell 🤞
Sue says
Hi All
Accepted my offer from February 2029 only last Friday, had originally told them that I was going to FOS as they were undetermined on 16 loans, upheld 13 and lent responsibly 8. But what with the news and comments about Payday Uk I thought I would be better to accept the £1900 now and cut my losses. Heard back from them today they have promised payment 19th of this month or 22nd of this month, we will see! But if I resubmit my bank statements for the 16 undecided they will look at these!!!! Sent bank statements twice already throughout the year. How much of this email from them is actually going to happen I honestly don’t know. Did send the case to FOS but kind of gave up waiting
Gemma says
I cant even get the to reply to an email!
Claire says
Yes I am, I spoke to someone yesterday and he said payment will be made at 3pm and if it’s not showing in the bank by 4pm to give them a call. He said there was a glitch with the CEO signing the payments off last week but they don’t anticipate any problem this week. Fingers crossed!!!!
KR says
Hi Claire
What date did you send your details to them, mine was 26th June so I’m hoping it’s tomorrow
karen wilson says
Me too mines on 24th June so fingers crossed!!
Claire says
I sent them on 1st July the settlement letter said I would be paid within 10 working days which is tomorrow. The man I spoke to said the CEO signs the payments off around lunchtime and they are paid from 3pm but last week he didn’t as he had to leave. He said they don’t anticipate any problems so let’s see. If it’s not showing in my account by 4pm he told me to ring, I don’t know if it’s worth ringing earlier or not though but it’s hard when you’re in work
mandy says
Hello Claire,
Can I ask you what telephone number you used please? The number on my offer letter was 0800 280 2548 but when I ring it says it is an incorrect number. the two numbers I found online were 0330 024 1642 and that says the same message. the second number online was 0844 561 7605 but that gives a message that the number is in suspension!! If you had success with another number could you let me know it please? many thanks Kind regards, Mandy
Claire says
01903768769
Ant says
Does anyone have a working number for them? I am waiting on a response after sending further info and speaking to them on the phone on the 20th, however I have tried every number I can find today and they all seem to be closed!
KR says
Try 01903768769 but it’s not open again until tomorrow at 9am, the number I was using was 08002802548 is now saying it’s suspended!!!!!
Louisa says
Does anyone actually answer the phone there 😩
Andy says
I got through to them this morning on the 01903 number. Emailed my form back on 26th June and they told me my payment is due tomorrow (12th) so here’s hoping.
Claire says
My payment is due tomorrow, I spoke to someone yesterday and he said if it’s not there by 4pm to ring as payments will be made at 3pm. He said there was a glitch with the CEO signing the payments off last week but they don’t anticipate any problems fingers crossed!!!!
NAG says
Emails bouncing back from the address on the PD UK site and phone number that worked on Monday now appears to be cut off. They agreed with the adjudicator and made me an offer which I accepted on Monday 8th but now I’m worried I won’t get anything at all! Anyone else in a similar position?
Ann Brown says
Hi are you calling 01903768769 that’s the number you need to call to give them your bank details. I called them yesterday and got through pretty quick.
NAG says
Hi Ann, yes eventually got through on 01903 thankfully! Apparently I have been added to the spreadsheet however, couldn’t give me an idea of when that payment would be ‘approved’ (thought it already had?). The 28 day timescale makes me nervous for sure! Has anyone had any luck sooner, i.e. a few days? Thanks!
Ann Brown says
Hi I think when they say approved they just mean when it’s authorised. They seem to work on a two week cycle with payments normally going on in a Friday.
They always quite the 28 days so no need to feel nervous about it. They are not in administration yet so I can’t see why you won’t get your refund I’ve been advised mines should be in my account next Friday and they got my details last week. Hope this helps
karen wilson says
Well mines 3 weeks tomorrow so I’m hoping I get mine otherwise it will be just on 4 weeks next Friday!! Getting worried
NAG says
Thank you Ann, that’s reassuring. I accepted etc… and they said they didn’t need anything else on Wednesday 10th so hopefully the money will appear soon. Still can’t help optimistically checking the bank every 5 minutes every day though! :)
Louisa says
I just called the 01903 number on hold for 25 mins only to be told that they can’t access my complaint as it’s being dealt with by another team.
I am now at a loss as non of the numbers I have found actually work. I am also getting no replies via the messages I am sending through the resolver portal
Louisa says
They told me the can’t deal with my complaints with PDUK and PDEXP so I really don’t know what to do
Sara (Debt Camel) says
why did they say this? Can they not locate your account?
Louisa says
They said the complaint reference number I gave is not part of the complaints they look in to
It’s stated on both letters I received
Sara (Debt Camel) says
I suggest you phone up the Financial Ombudsman about this.
karen wilson says
I accepted my offer on 24th June said 28 days got till 21st July I’m hoping they put it in soon as technically only have six working days left as rest are weekend they like to leave it till last minute!!
Claire says
They had 10 days with mine as it was through the FOS. I am on Day 10 on the 12th tomorrow I spoke to someone yesterday and he said it will be in on the 12th and if it’s not in by 4pm to ring them as they make payments at 3pm. Fingers crossed🤞I’m actually scared to look but I’ll be on the phone at 4 if it’s not there. They said the CEO did not sign the payments off last week till this Monday
Louisa says
I am going to call them now
Fingers crossed I get somewhere as called the 01903 number again and they told me they only deal with complaints logged on or before Nov 2018
Edmund shearer says
Just called the 01903 number, handler very rude and gave a dead number of 08003161414
NJG says
I have 0800 280 2548 as the complaints team number for PUK, PEX and TMS, have always managed to get through on that one bar one occasion. case ref is a 5 digit number
Mr PDL says
The 0800 280 2548 number is cutting out as are all other general enquiry lines for me this afternoon. Anyone else had any joy today?
NJG says
01903 768769 rings but gave up after 25 minutes holding. The number above – I get incorrect number when I call it
Robin says
I’ve just called The Money Shop today on 01903 768769 to confirm they’ve received my acceptance letter from the FOS. They have and now the ball is rolling. They quoted 28 days but said to call back in 10. Fingers crossed.
A. says
Dont suppose the FOS is any quicker if PDE has agreed all loans were unaffordable. They have came back agreeing that the 3 loans were irresponsible. 1 was rolled over for over a year so I ended up borrowing £1185 from them but paying back £2700. They offered me £100 plus 8% interest.
Ann Brown says
Hi just had a look on TMS website. They have a new contact number on their home page 0203 901 7171 for enquiries. Hope this helps.
Fey says
Hi All
Just a little comment to make people aware. Last month the adjudicator found in my favour with The Money Shop and all my loan 1-14 were deemed unaffordable. However 9 loans were originally accept as unaffordable by Money Shop and they made me an offer on those, which was reasonable but I decided to take all of them to the Ombudsman instead. The Ombudsman upheld the original offer on the already settled 9 loans and also recommended the other 5 also be refunded.
Now when an offer was made on the other 5 loans it was less than £250 for all 5 loans. I immediately new this was incorrect, hunch feeling and also in comparison to my other offer of £2500 for my other 9 loans. I went back to the adjudicator to ask Money Shop to show us how they got to that figure and ‘lo and behold’ it was a mistake and could have been a costly mistake for people who may be unaware or are not sure of second guessing their offer from the pay day company after the adjudicator has found in your favour.
Fey says
When they came back to me, they apologised and admitted that the offer was incorrect and made an offer of £1172 on the remainder 5 loans and on top of the offer of £2500+ for the 9 loans already settled. Had I not followed my instinct and checked back, that could have cost me £900+. Please let me make it clear that if you do this it can add up to 2 weeks on top, to getting everything sorted FINALLY and with the news that that Money Shop could go under, I took a big gamble. So please also weigh your options up and be sure, if you take a risk to question the offer.
Sara,
A massive massive thank you for all your help. If I can make a small donation to you, please let me know how because GOD sent me to your website randomly last year September and that kicked off this process. Without people like you doing this off of your own back, some of us would be in dire dire straits and you reply to EVERYONE. This was also on my own without a 3rd party company. So really and truly THANK YOU SARA.
I would also like to duplicate and post on the main payday loan refund page too, as only people with PDUK and money shop loans will see this post, if that’s okay with you.
JEGL says
Can anyone get through to the Money Shop complaints team? All the numbers say they are no longer in service!
Ann Brown says
Hi I posted earlier with a contact number that’s been updated on TMS website 0203 901 7171
but anytime I’ve called i usually call 01903 768769
Sarah says
try 01903 768 769 …I got straight through on this number just now :-)
Craig says
Hi is anyone due payment today ? And if so any success ?
Amanda says
Hi, I don’t think they issue payments until after 3pm.
Elle williams says
I’m expecting payment today. I was told 3pm just checked my account but nothing 😩😩. I’ll give them until 4pm then I will ring back up. Good luck everyone else
Claire says
Hi
Just checked mine and nothing
KR says
Mines not in either, he did say when I called treasurer needed to sign it off for payment today same as what other experienced last week but he did not anticipate any problems.
Elle williams says
That’s exactly what he said to me. He told me treasury would usually sign it off about 1:30pm then it should hit my account at 3pm and if it’s not there by 4pm to ring back.
Claire says
That’s what I was told on Wednesday as well
KR says
I’m at work and could not stay on hold, hope it’s positive, nothing gone in my account yet
Lee says
Hi I’ve been following for some time and I am appreciative of the time Sara takes in providing responses and too everybody that provides their experience.
It is clear to see the last few weeks are providing uncertainty for future Moneyshop refunds, just wondered is anybody receiving email responses? I replied to their offer over 2 weeks ago and haven’t had a response, I didn’t accept as it only included a very small number of my loans and frustratingly they have asked why I did not complain within the 6 year window, this information was on my original complain email!! I’m not holding out much hope :-( The phone number is now dead although the 01903 768769 number is working they cannot help with anything!
Elle williams says
I’ve just got through and the gentleman said it’s still scheduled for today but the treasurer has still not signed anything off and there’s still no confirmation so if it hasn’t hit my account within the next half an hour he said it would more than likely be scheduled for the next working day which is Monday. He told me he was still in the dark as to what was going on so couldn’t give me any more information 😩
Claire says
I’ll be on phone at 9 Monday, it’s so frustrating isn’t it, I’ve just emailed my adjudicator at the FOS as well she said if I had any problems to contact her
Elle williams says
Claire it’s so annoying. I just want a straight answer. I’ve emailed my adjudicator too and they said they will chase it up first thing Monday. It’s just another waiting game on Monday now I guess and I’m in work all day Monday so won’t have a chance to chase them myself. Just hope there’ll be a nice surprise waiting in my account Monday afternoon. 🙏🙏
Claire says
I will have an opportunity Monday morning to ring, I’ll post on here if I get anywhere. I know similar happened last week but I was told the CEO had to go home, just seems odd
Elle williams says
Yes that does seem odd as nobody seemed to know what was happening when I rang and they were under the impression there was no problems and the money should of went in today.
Neil C says
Sorry if I’m repeating myself but not sure posted the last comment. I was told Friday for my claim a month or so ago but TMS said it didn’t get authorised & would now be Monday, really thought they were at it but late afternoon on the Monday i did get a payment. I’d call them & see if they tell you it’ll be paid on Monday. Ive still got claims in the system & hoping they’ll get refunded asap. Good luck.
Elle williams says
Thanks for that Neil. I read a few comments about people last week who were promised payment on the Friday and it never happened but they did receive it on the Monday so hopefully this is the case again.
Jamie Lock says
I have just been told by TMS that mine won’t be processed today and they don’t process payments on a Monday so will now be the 19th of July! Leaving it a bit late when they have until the 24th until the 28 days it up
Sue says
Got an email Payday Uk to say payment will be 19th if not will definitely be 22nd not holding much hope reading these comments!
Steve says
Can anyone supply me with contact details for payday UK if I’m right that is also payday Express and the money shop? I have a loan on my.credit file from Nov 2013 this is every month now getting me a default payment and I cant find a contact number anywhere that actually gets me to speak with someone as i want this removing
Any help would be much appreciated
Findlay says
Anyone had any luck with payments today?
Claire says
I couldn’t get through was on hold for nearly an hour, will be on the phone at 9 Monday morning and I’m also going to email my adjudicator at the FOS, she told me to if I had any problems
Amanda says
Hi Claire,
Is it TMS or Payday uk your waiting on?
Claire says
Payday Express, they’re all Instant Cash Loans though, my offer letter has TMS logo on it
Findlay says
It is becoming a joke. Fingers crossed good news for everyone next week!
Sarah says
I am getting frustrated with the money shop, currently waiting on approx 4K to be refunded out of 15 loans they were able to calculate 14 which is good, I accepted the offer on the 26th June and the said they received it ob then as well, they said within 28 days I have rang back each week since and they can never give me an update in regards to when it will be paid :( I am just so worried as I’m relying on their promise :( nothing is in my account today from them :(
Ann Brown says
Hi all I was really reassured by the advisor during the week when he told me my refund would be in my account on the 19th next Friday, now feeling a bit worried especially as they can’t seem to give a reason why refunds weren’t authorised today, fingers crossed its just been a delay again a nd people will be refunded Monday. I really feel the FOS should be aware of the fact they are going over the refund timescales.
Sara (Debt Camel) says
FOS is well aware of this – lots of people have told them.
Ann Brown says
Am I right looking at the posts that the advisors have no explanation why payments didn’t go through today?
Findlay says
Seems like no one has any idea. 😑😣
Claire says
Yes it seems that way, when I rang in the week the advisor told me last weeks problem was the CEO had a family emergency and had to leave early and they didn’t anticipate any problems this week. I’m now doubting that, as it seems funny no ones been paid again this Friday. I’ve emailed my adjudicator at the FOS
Ann Brown says
Sarah in your opinion do you think it’s just poor business practise the fact two weeks running this has happened? Surely if ICL were unable to give their customers refunds they wouldn’t be advising customers and adjudicator that they were processing redresses or am I just being optimistic?
Sara (Debt Camel) says
Sometimes customer service staff know little about the full picture. Only the directors know how much financial trouble they may be.
Is the problem temporary – will the money coming in from the sale of Money shop branches be enough to cover these outstanding decisions?
How much remains of the money Dollar put aside to cover complaints (thought to be c.£20million)?
Is this remaining money in Dollar’s account or ICL’s – and if it is in Dollar’s control on what conditions can ICL access it?
What is the long term plan for the Money Shop business?
I would hope that their accountants have been asked to confirm that ICL is not “trading while insolvent” and that the FCA is being kept fully informed. But the rest of us have few facts to go on.
Jamie Lock says
What’s happens if they don’t pay within the 28days?
Sara (Debt Camel) says
not a lot…
if you have a final decision from an Ombudsman, there are ways to enforce the decsion by sending in bailiffs. But these aren’t instant. If the decision is from an adjuiodactor, you could ask for an ombudsman level decison you coudl enforce, but that would be months.
If your decision was direct from the lender, you could send the complaint to FOS (free) or put in a claim in the small claims court (which would cost you money). neither of these routes will get you your money fast.
Claire says
My final decision was with the Ombudsman, I’ve emailed my adjudicator she said to get in touch if I had any problems. Hopefully she will chase it Monday
Jamie Lock says
They’ve told me mine will be paid on the 19th to clear law solicitors that are dealing with my case. Just curious if they actually stick to the 28 days they’ve given or if anyone’s has gone over that?
Claire says
Mines gone over the 10 working days they gave me through the FOS day 10 was yesterday. I was told in 2 separate phone calls it would be paid on the 12th. I appreciate things happen and was quite understanding when the person I spoke to said whoever signs it off had a family emergency last week but that was clearly not true as the same thing has happened this week. He told me they didn’t anticipate any problems this week. I get what Sara is saying when she said the call handlers are in the dark, maybe the person I spoke to made that up because he knew it was going to happen again. Let’s see what happens Monday fingers crossed, I’m going to mention the family emergency when I ring see what they say?!!
stephen says
Exact same thing happened last week. All told payment on Friday between 3-5. I checked and checked and nothing. People rang and were told payments hadn’t been approved and would be made Monday. People phoned again on Monday morning were told between 12-1 and nothing again. Eventually my payment and others went in about 2.30. So they do definitely pay on a Monday as well. Hopefully the same next week.
Claire says
Thank you hopefully it’s the same on Monday. I’m keeping my fingers crossed and I’ll be ringing at 9
billybob says
Hi All,
I’m a little worried now… I accepted my claim on 3rd July, 4.5k, now seen the news about the money shop and worried i won’t get my money.
Of course they will try and wait for the full 28 days! grrrr!
Claire says
Hi
We’ll update Monday as there’s a fair few of us going to be ringing up😩😩
billybob says
Just been told busy as usual and i will be paid within 28 days. Sounded like there were a lot of people in the office if thats any indication….
I was told that the 0800 number is no longer working as it is being ‘moved’.
No idea, just really anxious, anything I get now will be a bonus I guess…
Amanda says
Anyone got through this morning to them?
Claire says
I have been on hold for 30 minutes but had to hang up as I’m at work, I’m trying when I can it’s a nightmare!
Elle williams says
Same as you Claire. 35 minutes and I had to put the phone down.
Amanda says
I can’t even phone them while at work 😫 Hope we get payment today.
Vicky says
Hello.
People who recently have been contacted by adjudicator since submitting your claim to FOS, when did you submit it to FOS? I submitted mine in late December/early January (cant remember). TMS sent all the info to FOS in February. When is it going to be my turn to worry about the day of the payment?
Rich says
Hey Vicky,
Mine went to the FOS early December for both PDUK and PDExpress and both were allocated an adjudicator 2 weeks ago. Adjudicator found in my favour for PDExpress and is awaiting decision from them which is going to take weeks apparently. Hopefully it’s good news and then it’s the next bit of pain in recieving payment…
PDUK is still under investigation but will be complete this week apparently.
Based on the above your complaint must be close to being picked up.
Hope that helps and good luck :)
Claire says
Someone has got through and was told they were busy and would be paid within 28 days, I’m currently on again been waiting 15 minutes I’m waiting to speak to someone as they’ve got over the 10 days now with mine and the letter stated I would be paid within 10 working days
Elle williams says
Mines gone over the 10 working days too.