Before December 2015 Swift Sterling, Pounds Till Payday and My Money Partner were trading names of Northway Financial Corporation Limited, a Maltese company.
In 2016 these brand names were bought by a UK company called MMP which went into administration in December 2019.
When were your loans? This affects who to complain to
If your loans were before December 2015
Then you need to complain to Northway about them. If that doesn’t resolve your complaint you can’t go to the UK Financial Ombudsman, you have to go to the Maltese authorities.
The Financial Ombudsman won’t look at complaints about loans from the Maltese lender
The comments below show how other people have got on. SoO far as I am aware, these complaints are now being rejected as too old (“time-barred”) in Malta.
No-one has received a refund or a write off since mid 2019.
If your loans were after December 2015
This is NOT the right page for you, it only covers complaints about the earlier Maltese lender.
Your complaint is a normal payday loan affordability complaint in the UK.
You would have been able to go to the UK Financial Ombudsman, but now MMP is in administration, all claims have to be sent to the administrators using the Claims Portal.
All questions about the administration and these later loans should be asked on the main payday loan refund page.
Why can’t you take these complaints to the Financial Ombudsman?
Both Swift Sterling’s and Pounds Till Payday’s websites said in 2015 in their Complaints Procedures:
“At this stage, if you are dissatisfied with the delay or we have not been able to sort out your complaint to your satisfaction, you can escalate your complaint to an external body (see below).
Step 3 – If you remain dissatisfied
It is important that you give us the opportunity of addressing your concerns first before escalating your complaint as they will only consider your complaint after we have had the opportunity to sort out the matter under our internal complaints process.
You may ask the Financial Ombudsman Service to review your complaint. You should contact the Financial Ombudsman Service within 6 months of receiving our final response letter. Their details are below: [full address and email details for the UK Financial Ombudsman]”
One reader has received the following reply from the Financial Ombudsman:
“Unfortunately Pounds till Payday don’t have offices in the UK and as a result we are still unable to look at complaints about them. As you said below, their offices are based in Malta and they are regulated by the Malta Financial Services Authority. I’m sorry their website seems to suggest otherwise… I agree this is misleading borrowers.“
So if you wanted to complain that one of these lenders gave you a loan that was unaffordable, you have to go through the Maltese regulators, not UK processes. But in 2019 these complaints were being rejected as too old – the legal term is “time-barred”.
Was your debt been sold to Lantern (was called MotorMile Finance)?
Swift Sterling and Pounds Till Payday have sold many defaulted debts to the UK debt collector MotorMile Finance (MMF), which changed its name in 2018 to Lantern. In November 2016 the FCA has made MMF offer a redress package to many customers because of poor way it has handled debt recovery.
Claims against Lantern can only relate to the defaulted debts sold to them.
Comments on this page are now closed.
Bright Erack says
HI
Can anyone please provide me with a functional email for Northway as the one I was given by Swift sterling is not being responded to
Many thanks
Brighton
The Hitman says
complaints@northwayfinancial.com
Joe says
They don’t reply. They ignore.
I’m now with OAFS and despite many messages to Northway I have received two in response. Once with my statement of account and another with there final ruling after the eight weeks.
Nigel says
After a lot of messing about I have finally received My refund in my account today. Excuse after excuse from Northway as to why it had not been paid, Not receiving emails due to technical problems, need two directors to sign off a refund and one is on holiday. Just poor all round. Its a good job OAFS were there to ensure that its finally done. It also led to a further £15 due to the delays!
Good luck to all that peruse them.
Joe says
Well done Nigel.
My case is with OAFs at the moment so it’s a case of keeping fingers crossed.
Not heard anything from Northway apart from SOA and then email saying not making satisfactory offer.
Paul says
I had a swift sterling loan outstanding a few years ago, I’m not sure if this debt was sold on to a dca or what happened to. I have not heard about the loan for many years but i really nees to find out if its out outstanding. Who would be be the best people to contact about this.
Many thanks
Sara (Debt Camel) says
Do you know how long ago this might have been? If there is any chance it is getting near 6 years, this would be a very foolish thing to do now – better to wait as it may become statute barred.
Have you looked at your credit records with all three credit reference agencies? https://debtcamel.co.uk/best-way-to-check-credit-score/. SS sometimes sell on loans to MotorMile Finance. To be honest they are not a debt collector I would care to approach with a question about a debt I may or may not owe.
You could ask SS themselves? Did you have a lot of loans through them? If you did you could put in an affordability complaint and that would probably throw up what happened to the last loan.
Paul says
Hi Sara
Many thanks for your reply, I’d imagine it was about 3 or 4 years, there is nothing showing on my reports. Maybe I’ll just wait to see if I hear from them. All post is been forwarded from old address so I would have received any correspondence from them.
Thanks again
Ben says
I’ve been reading through the comments recently and am glad to see people have been having some success with refunds.
I am still waiting to hear the outcome of NIck H arbitration which he said was scheduled sometime in September ’17 before I submit my claim to the OAFS due to a “I think it’s a statute barred outstanding debt” with Pounds to Payday that I don’t want to acknowledge in writing if my claim potentially wouldn’t be successful.
However, my current question is that I have been reading in previous posts that:
“They wont budge on loans before 2011, they make that very clear. They did not have to comply with any legislation pre 2011.”
My last loan was in FEB 2009, so I am concerned they won’t even consider it.
Has anyone had a payout with a pre 2011 loan?
The Hitman says
I’ve had a very similar thought today with mine, As I had loans from 2009-2011
Nicky says
Well eventually got a final response from SS they don’t admit any wrong doing but will waive the outstanding £450 balance! Gone back a few times over the last few weeks nothing back from them threatened OAFS still nothing. Ashamed to say 9 consecutive loans with SS all post 2011 alongside 10-15 other monthly payday loans due to my financial distress and a dark dark time bank statements and credit file show the extent of borrowing and how dependant I was on these loans so I’m not backing down on this as if they had done proper checks I really wouldn’t have been given any form of credit! Anyway I’ve dealt with the other lenders some of which went to FOS and upheld.
Long story short I’ve emailed OaFS and they have been so helpful. Today when I emailed them for addesss and bank details to lodge my complaint with them they said forward on all the emails I’ve sent them and they will email SS/Northway and chase up before a formal complaint so that was done today and let’s see if they respond otherwise posting my forms and all evidence and hoping for a good result! They do tbink because they weren’t regulated in the U.K. or by FCA and out of reach of FoS they can just dismiss people and I would have let it go if it wasn’t for this page so thank you!
Nigel says
Hi All
Just one last bit of information for you on my now settled loan. OAFS have refunded my 25 Euro fees as i accepted the offer that I had from Northway, despite the fact that I probably, well definitely, would not have had that offer with out there input. Great service.
With regard to the comments I made about PTPD not budging on loans pre 2011 then that is something you need to challenge. That is the info they told me in me uncertain terms, I had ten loans pre 2011 from 2009 and through 2010. As I accepted an improved offer I did not get the chance to challenge this. But you should.
Laura says
Hi there
I have started the OAFS process – I’m sure it’s pretty variable, but can anyone give me a vague idea as to how long it took from that point?
Am I looking at another couple of months to resolve?
Joe says
I’d love to know this to!
I received my receipt and registration of the complaint at the end of August.
What I will say though are the people at OAFS are very helpful and would happily pay our Financial Ombudsman a similar amount for a service as good.
Sara (Debt Camel) says
The FOS is getting a thousand payday loan complaints a month. 68% are being upheld. I doubt the OAFS gets 50.
Nick H says
I’ve been going through for about 3 months now and should have my hearing adjudicates by the end of this month
vickie9 says
Hi all, Northway have responded to me with my statement of account for Swift Sterling but have said as they no longer own Swift Sterling a complaint cannot be directed to them so who do I put a complaint into if it doesn’t go to them?
Joe says
I directed complaint to them as they received the interest I paid, they granted the loans and I believe it is they who are the irresponsible lender.
Sara (Debt Camel) says
The complaint should go to Northway. Ignore their very carefully worded message – legally it is correct but almost everyone reads it the wrong way…
Ben says
@Nick H – any update on your adjudication?
Nick H says
Still waiting on them to confirm the date of the hearing.
I’ve sent a chase email today as I will need to arrange time off to attend this via google hangouts
Samuel Hall says
Currently in mediation with Northway and they have offered a settlement of 115 (I’m owed with interest and charges close to 3k ) my loans were taken out in 2007 most of them post legislation change in April 2007, does anyone know the date poundstilpayday became regulated by the OFT ?
Sara (Debt Camel) says
I am not sure it ever was OFT regulated.
Nick H says
Similar numbers to me. Their offers were a joke so my mediation failed.
Still waiting on a date for my hearing with the adjudicator
Nicky says
I have received a payment from Northway and that’s without formally submitting my documents to OAFS. It wasn’t until the OAFS emailed them they came back with an offer. £500 plus write offs of £850 I wasn’t happy so told them so OAFS chases them again and eventually got £850 and the £850 write offs! Am happy money in my account and can finally move on. OAFS were great, I had sent them emails that I had to Northway and they were like let’s chase them up before we go down the formal route. I possibly could have waited it out for a few hundred pound more but I’m happy! So stick with it everyone and the OAFs are super helpful so worth emailing them and saying you haven’t had responses and your are submitting a formal complaint to OAFS and they try and help with action before then.
martin hood says
I have spoken to OAFS there have sent email to northway and told me if no reply or offer they will take it further they have given them 7 days to reply as i said emailed them 8 weeks ago so hope they say i owe £600 which unsure about as thought paid them but hope they will make a offer
Laura says
Hi there
I’ve had a mediation offer, has anyone been through this process? I noticed an earlier post that mentioned they cancelled the day before, just wondering whether this is standard or an actual mediation session may take place, and if it goes ahead – what happens?
Thanks
Nick H says
Had confirmation from the OAFS in Malta that my hearing with the Arbiter is November 14th.
Mark says
I sent a complaint about swiftsterling to northway about 3 months ago but no response.Is northway the first contact ? I have just sent same email to swift sterling. Complaints.
RPG says
I had a total of 43 loans ? With poundstillpayday from 2007-2010 included rolling over every month, with a total of £5503 in interest paid.
I have submitted a complaint to northway which they ignored, so contacted OAFs who then emailed Northway and within a few hours Northway had emailed me asking me to re forward the complaint and they will look at it with utmost attention.
This is before I have paid any fee to OAFs.
I doubt I will be very successful as all pre 2011 but here is hoping. I did the same with Payday Uk who took 8 weeks and offered me a refund of £4K which I accepted. The loans were all taken at the same time as PTPD ones so we shall see what happens….
Has anyone had complaints upheld for loans pre 2011?
martin hood says
i just had a reply from northway offering to close my balance which i though was paid in full but no refund so have sent them a email stating will except a offer that i put see if they will respond if not OAFS will look into it and sure will recieve more
Nicki says
Any luck with the negotiations?
RPG says
I have received a reply off Northway about my pre 2011 loans basically saying that they have acted fairly as there was no requirement for affordability tests pre 2011.
They also state that I paid the loans in full on the due date – which I did, but then had to reloan immediately every month for almost 4 years.
Should I just accept the response or fight on, bearing in mind my loans are 2007-2010?
Thanks
martin hood says
from what i have heard fight on they will make a offer im sure
Julia Cook says
Hello I am starting at the begginning as never had the courage to do this until now please just tell mehow to start with Pound to Pay Day do I deal direct with Northway Finance to begin with
very best wishes everyone
Julia
sammy boy says
You have to email complaints@northway financial to start the ball rolling. Explain your complaint and ask for a full statement of accounts and give them as much information as possible ie your name, address and any loan details etc. Unfortunately Northway usually ignore most people so then after a few weeks you have to escalate the complaint to OAFS Malta (google it).
The Hitman says
Hi all, am I correct in saying to lodge a complaint in Malta it needs to be done by post? (Not email)
AK says
I’m not sure if anyone answered you already but you’ve asked the same question 3 times. Yes, you need to send the signed original form by post, send the payment of €25, all supporting documentation such as credit reports, bank statements can be sent by email.
Tonyp478 says
Hi guys, I contacted Northway to make complete send me offer around £900. I took out 21 loan with the reck up interest of over £8000. reject the first offer sent me an offer today £1500 I have rejected this as I think it to low. I have sent my form of to OAFS has anybody had any luck with them? I’m I doing the right thing?
Dan says
I know it’s not covered by UK but have I got any chance at all with Pounds till Payday with loans over 6 years old? I borrowed for 30 months in row, the majority being max borrowed the day after repaying the original, across 2008-2009-2010 I requested old bank statements which have just arrived and adding up is scary but total borrowing was circa £19k and repaid circa £23k – total charges repaid just over £4k. I will submit my complaint anyway but I’m thinking i’ve got next to no chance?
RPG says
They have told me final answer is a no. I had 43 loans every month for nearly 4 years but they said as it’s pre 2011 there was no requirement to do affordability checks
Dan says
thanks, not great news for me but I shall keep trying anyway!
Sarah says
Hi,
I complained to northway and they have responded and offered to write off my last loan with them but no refund for my earlier loans. I had 9 loans in total. Should I accept this or refer it onto the OAFS?
Nicki says
It’s completely your call on what the previous interest payments were. I spoke to northway Direct and managed to negotiate with them they first offered me 10% of interest paid and after emailing back and forth with negotiations I finally settled on 75% of interest paid as I personally found this fair and just wanted it done with. If you think that you are entitled to more then definitely escalate it however I found that the company were quick to negotiate with me
Sarah says
Thanks Nicki, I’ll email them back and see what they say.
Dan says
I’m confused as to how to escalate, it still says on PTP website to refer to the FOS?
Sara (Debt Camel) says
That is because the website has been sold, the loans are now coming from a UK company and you can go to the Ombudsman with them.
but if your loans are not recent, then this is not applicable.
Dan says
Thanks Sara – The OAFS have written to them on my behalf and copied me in – I’m not overly hopeful but one of my biggest so fingers crossed around £4,500 paid in interest but mostly 09-10-11
Paul McMath says
Hi
I have read through the thread and followed the advice given. I am at the point where I have had a final response letter offering to write off the last loan which I defaulted, on though have been paying off through a DMP, and give me a goodwill gesture of £50. Should I progress this with the Maltese Arbiter? I have had nine loans ranging from £200 initial to £450 highest loan before the final £100 defaulted loan. I have payed somewhere in in the region of £965 in fees. Should I just accept and move on or ….. ?
Sarah says
Hi Paul,
I am in a similar position to you. I complained to northway who have agreed to write off my final loan balance but not refund any of the interest I paid on my previous loans with them. I wrote to them again to say I was unhappy with their findings and they wrote back saying their decision was final. I’m wondering if there’s any point in me referring this on to the OAFS or whether I should just leave it.
Louise says
Has anyone at all had anything positive re pre 2011 loans? I had loans every single months from PTP throughout 2009 and 2010. I also had loans in 2011 and 2012 but more were prior to 2011 than not. Maybe they didn’t have to do affordability checks but surely reloaning every month should have clearly highlighted a dependency issue. My interest adds up to £4500 but if I| take out 2009 and 2010 loans its only £1500.
RPG says
I haven’t pursued my claim as they said final answer was a no pre 2011 – again over 5k of interest paid. I re loaned for 43 consecutive months. Payday uk refunded me for the same period but Northway are having none of it.
Louise says
Are we all giving up too easily when they say this? Has anyone been told by the OAFS that they didn’t have to do checks before 2011?
Surely its worth pursuing and getting the decision from the OAFS instead of letting them fob us off? What have we got to lose , apart from a fee of 25euros? Maybe the OAFS may agree they didn’t have to do checks but a number of loans would show a pattern of dependency and that they should have not continued to give us loans every single month….?
I have just been offered £200 as a good will gesture. They didn’t say anything about the pre 2011 but said as I repaid all my loans and didn’t tell them I couldn’t afford it they did nothing wrong.
Christine says
I am getting really confused who should i apply for refund from as my payday loans were with Pounds Till Payday on and off 2009 then from October 2010 every month right through to December 2013 massive interest paid. Should I direct to Northway or Pounds Till Payday who now UK. Any help please thanks
Sara (Debt Camel) says
To Northway. The current UK company has no connection with the Maltese lender you had loans from.
Jo says
I have today forwarded my complaint to The Arbiter in Malta via post after filling their complaint form on line I will keep u posted
Dan says
Northway have offered £550 against interest paid of £4,200 so not a great offer at all, however, my Loans (32) were in 2008,9,10 and there are based in Malta.
I don’t ‘need’ the money although I do still have debts from my 20 years of gambling and payday loan use so any money helps to reduce that burden (however that will be gone within 12 months anyway and is very low interest, mostly 0% now!)
Any thoughts?
Louise says
Were all of your loans prior to 2011, Dan? Your comment reads as though they were, but that’s a huge u turn on what they’ve been saying to others about not having to do checks at that time. I think I would hang on for more, especially as you cant save much more in interest repayments, but its completely up to you, of course.
Big G says
Hi, yes all prior to 2011 and they are only talking goodwill gestures, making a big point about not having to complete checks etc, biggest points are that prior to first loan I had very bad credit but it was horrendous by the time I reached 2010. I also repaid and borrowed on same day most months
Louise says
They wouldn’t offer anything if they’d done no wrong. These companies don’t know what goodwill is!
Christine says
I was pretty much the same just sprialled out of control by end of 2013 from small loan taken out in 2010 until max amount each month I was paying back on 15th borrowing again by 21st was a nightmare only when I broke down to family as pressure was so great and they rallied round to help me break free. I emailed Northway twice in last 10days no response so I will keep on trying. I think hearing that I wasn’t alone in this helps debt is a terrible thing and so so hard to get out of and its a hidden thing as no one talks about it or the affect it has and companies like these payday loans with such horrenous interest rates knew that people who can’t get normal credit have no option. I know it was my debts that got me into that situation and was down to me and I have worked hard to sort them out but looking back see how vunerable and desperate I was and it was far too easy to keep on borrowing each month robbing peter to pay paul as the saying goes. Fingers crossed these companies are more tightly regulated now. Sorry for long rant x
Sara (Debt Camel) says
a well deserved rant!
Paul Smith says
Hi all, I’m assuming that we still have to give swift sterling the standard eight weeks to reply to the complaint before we escalate it?
I’ve been waiting five weeks so far and not even had an acknowledgment of my complaint.
Mark says
I sent my my first email to northway in June(no reply) then again in September(no reply)and lastly on October 3rd which they finally replied.I borrowed large quantities compared to my salary continuely for about 2 years..The first loan I had with them was in Jan 2012 and was £200 then when repaid I was offered £480 and from there they loaned to me every month after repayiing.After about a year I requested a pay plan via half a dozen emails for they said I had to call them instead of mailing of which I did not want to do.No plan was set by the time payment was due so money was debited from my account.Even following that I was immediately offered more loans until finally I cleared all with a pay plan which was arranged via email.The reply I had states that they accept no responsibility but will give me £387 as a gesture of goodwill.ive calculated about £4000′ interest I payed so I will send off to the Financial Arbitor where I will request refunds on every loan bar the first one considering it was a large increase from the first loan
christina says
Hi, can you please tell me which email you used? I =tried last year 5 times and send them an email and I never got a reply back. I borrowed in the past lots of money and I paid lots of interest. So any of your help will be great, if they do not reply can you please let me know what I need to do next?
Carlk says
Hi how do you go about complaint to the financial arbitor as my situation is the same as yours. Offered a goodwill but nowhere near as much as what I paid. Thanks
Sam Hall says
Hello still battling with Northway over about 3ks worth it post and pre 06/04/07 loans when the OFT got involved , im trying to use the s.14 unfair relationship rule with them not rolling over the loans but still increasing them until I got into a spiral of debt etc . They are trying to intimidate me by saying this is only enforceable in the UK court etc , anyone had any success with 2007 loans ? They are offering me a paltry 115gbp
Craig says
hi sam did you ever get any joy with your loans? mine were between 2007-09 and got a rejection saying they done no wrong and it looks like a few others who had loans round about same time have been getting rejections! i am about to submit my complaint with the OAFS
cheers, craig
Tony says
I have just put my complaint in £1200 from 2007 – will update when I get a reply
The Hitman says
Good luck buddy!
Mine is currently with the FO in malta. Over 4.5k in interest from 2010-2011. I’m hopeful!
Does anyone know how quick the team in Malta are in resolving complaints?
Joe says
Mine has been with Oafs for a long time. Sent it off to them in August, had receipt end of August, had first offer from Northway in mid september and nothing since I turned it down.
AK says
You can send them a reminder. I sent my complaint 3 weeks ago, asked yesterday what are the next steps and what is the status of my complaint and today received an email with an offer from Northway Financial and a letter to attend a mediation session.
Nick H says
I have my google hangouts meeting with the Maltese Arbiter tomorrow.
I was under the impression that they would take all of the information that I have already provided and the Arbiter would be announcing their decision tomorrow.
However, I have just been told that I need to present my case to the Arbiter tomorrow (via a google video link)and they will then go away and make a decision, so I will still not get an outcome tomorrow.
I’m feeling quite nervous about this now, I wasn’t expecting to have to present my case like this, I thought that I had already provided them with this as I have given them all the loan details and also bank statements from that time.
Louise says
Good luck Nick. Let us know how you get on.
I am not the best person to advise but it may help to have some points wrote down. If it was me I would highlight how many loans were reloaned the same month or in under 10 days etc. My loans were over 50% of my income so I would highlight that too but as you say they have your bank statements so they should be able to see that. Do you have your credit report to hand too? That may help your case.
Ben says
Pff, sounds like an exra stress added and does not sound as straight forward and consumer friendly as the Ombudsman service in the UK. To be honest, the process of presenting a case just seems to add unnecessary pressure to the claimant and seems more like a tactic of payday loan company to put you off pursuing the claim than a process initiated by an arbitraty body. That being said, I have no idea how the process works, it may be user friendly, I certainly hope it was. It just seems from the outside as a process that favours commerical businesses rather than inidividuals.
Anyway, how did the talk go? Was there any indication of the outcome? What is the next step/deadline in the process? But above all, hope it was straightforward, stress free and you felt that you got across what you wanted to say.
I saw your comment too late to offer my advice, but for anyone in the same position, I agree with Louise that writing key points down is a good idea and I would add to this by making reference to the successful claims against other payday lenders (if you have access to them) from Ombudsman letters as the principle, if not the adjudicating body, is the same. It should help with some of the framework for your argument and some of the vocabulary that you would need but wouldn’t necessarily use on an everyday basis.
Celia Jinks says
Can you please help me? I had a loan with Swift Sterling in 2015 was made redundant so had an agreement with them that I could reduce my payments and they stated no further charges would be added to my account.
I continue to pay this and I found out that the company had been taken over and old files which included mine went to Malta I have tried contacting them as I want to pay the loan off but had no responses emails several email address after speaking to the current Swift Sterling but no response. I have not paid any further money as I don’t know what my balance is and not sure where my money is going.
Can you shed some light on this please
Regards
Celia
Jess says
Hi all, i had just found out how bad this company are. I wonder if people know how to go about complaining and where i need to contact as I’m aware the financial ombudsman cant touch them. In the mean time i have sent an email to northway but I’m not expecting any help from them.
Thanks in advance
AK says
My update on complaint against Swiftsterling. I sent the complaint to Northway Financial on 25th September, they acknowledged it on 2nd October, sent me the list of my loans on 9th October and their first goodwill offer of £1,300. I paid them in 2011-2015 £10,600 in interest and charges. I declined their offer and sent my complaint to OAFS by email and the signed form by post on 17th October. OAFS acknowledged the complaint on 25th October. I didn’t hear from them for 3 weeks, yesterday sent them an email asking what the status of my complaint is. Today I received from OAFS the second offer from Northway Financial and mediation form to sign. NF offered me this time £4,400 for the interest on loans December 2013 – January 2015. I declined and asked for the full redress. I don’t know what to expect from the mediation session, hopefully Nick will tell us his experience.
christina says
Hi, can you please tell me the email address for Northway financial .
Regards
Christina
Ben says
Several days after Nick H’s meeting and radio silence, I wonder if he has been made an offer with the requirement that he does not post any outcome of the meeting. This is rather cynical, but entirely possible. Otho, Nick may just be busy!
If you are able to Nick, I am sure I am not the only one waiting to hear about the outcome of your meeting. If you cannot comment, then I hope you received an outcome that you are happy with. Indeed, if you do not reply by the end of November, then we can assume that a satisfactory outcome was reached, as it is that likely you would post a negative outcome or a continuation of your case outcome as you have done so freely before. It seems likely to me that the main reason why you would not post any further comments is because an external force has aksed this of you as it is not concurrent with the type and speed of repsonses that you have given previously.
Above all, I hope you have had personal success as you were really pushing the process before anyone else and I think it is something any future successful claimant should appreciate.
Sara (Debt Camel) says
I agree. The most likely explanation for the lack of a report back from Nick is that he was offered a satisfactory settlement on condition that he did not disclose it on the internet.
No reputable regulator would use such “gagging clauses” of course… but then you are not dealing with UK institutions… it’s annoying of course but the important thing is if good results are coming for people going through this process.
Louise says
They have probably even seen this website. They know, and now we know they know. And now they know that we know they know!!
In all seriousness I hope Nick got what he was hoping for too.
Christine says
I am in a bit of dilemia I only contacted Northway 3 weeks ago regarding my loans with Pounds Till Payday covering a number years mainly late 2010 to December 2013 they have come back with usual type standard letter acknow my complaints however from their point of view nothing wrog with them lending me each month as I always repaid in full on cirrect date never asked for extension to pay loan back they had checked my affordabilitly etc and I never indicate hardship…. well fact I was borrowing each month same amount then up to max it would have indicated problems but yes I never contacted them so they right on that but rest I find hard to swallow as I had default notices served on me by number of other companies ie credit cards so surely that would have shown up….but dilemia is do I accept offer of goodwill.. £1531 or fight on will I loose this offer if I proceed….just not sure how it works as they aren’t UK based….help had anyone else been in this situtation???? Thanks
Nicky says
It depends how much you are hopping to get back I got 75% back and a write off so I accepted that. Their first offers was like £200 and I kept pushing back but if that’s nowhere near what you have paid out I would hold on for much more
Christine says
Ok thanks how did you play it with them did you reject it outright and did they come back with increased offer or did you have to take to abritrator?? Just not sure how to word it as its like a lot of money but about 10% of all my charges as loans totalled over years to £39000 scary when I saw it in black and white and paid them in full each time with mark up of £225 on top of loan repayment…..any help on how to word reply to them would be a great help thanks
Nicky says
Ok 2 things one is you can only get back interest and charges it’s irrelevant the total borrowing you need to work out the interest in each loan. If that’s still more than the offer they have made by a significant amount then I would reject the offer respond back with the total interest paid and the exact amount you are looking for. Give them 7 days if you can be bothered to wait if not email the OAFS for the form they are so helpful, ask if they can help chase them up before submitting the complaint formally, they will email or call Northway and despite waiting 2 weeks in total with a couple of calls from OAFS to them I got the revised offer there is no guarantee they will come back with an improved offer but they did in my case and I was happy. Once I had been in contact with OAFS I emailed Northway to advise them. Just be clear on what you would settle for and how much you actually paid in interest and remember irresponsible lending is based on financial assessment, lack of affordability reviews and long term borrowing so reloaning every month over an extended period. Regardless of financial situation the fact you had 32 loans over a defined period should have alerted them to your dependency on high interest products not suitable for long term borrowing. Also add in if you had to take out loans with other lenders during the same period to meet their repayments further increasing your borrowing and again this was not picked up by them in their assessments.
Christine says
Thanks Nicky I have worked out all interest on loans that I have bank statements for and I am going to fight on as the intetest is way beyond this offer. I am compling email to reply to them with all your helpful tips. So fingers crossed thank once again you have been a great help just knowing how to word stuff in reply.
Christine
RPG says
I had 43 loans in total And no good will gesture at all offered – just a point blank no as all loans before 2011 :(
Nicky says
Remember they have to prove they didn’t lend irresponsibly it’s not for you to have to prove. Good luck I hope you get a decent offer back so keep me posted. Don’t be afraid to chase them and once you have reached out to OAFs email and tell Northway but I detailed in my emails to them why I rejected the goodwill offer as it’s 25% of total fees and interest paid etc and I repaid £7000 or something like that or whatever the amounts are.
RPG says
I did contact OAFS who emailed them, which is when they gave me their final response.
I responded to them disagreeing with their response but they just responded saying their position hasn’t changed and it’s final answer.
However I don’t have any bank statements or anything as I can’t even remember which bank I was with at the time
Sweets says
Hi, do you use the same template letters for Northway as the UK lenders?
Christine says
I used the template from off this site just tweaked to my circumstances outlining interest paid from 2010 till 2014 as only had bank statements covering this period but I have since requested from Northway full statements and asked them to up “Goodwill Gesture” to reflect amount paid listed all my defaults and other loans that I had at time of lpayday loans with them as surely that wasn’t responisble lending as I was repaying then 7days later having to borrow again this went on for over 5 years never once in that time did they query this and loan amounts rose to max in the end as I was in a viscous circle with them. I am waiting to see if they up their goodwill gesture or send me statement history of borrowing and I will take to OAFs if they don’t respond.
The Hitman says
Hi all,
I’m hoping someone could help me!? I’ve received a final offer from Northway via Financial Alarbiter. In total I was expecting just under 5k, but received an offer of £2494 – minus the £550 outstanding.
The first loan was from 11 Jan 2010 and they are disputing most of the loans are outside of the timescale to claim!?
So my question is have anyone receive a refund pre 6 years, and has anyone managed to negotiate an increased offer?
Thank you.
Eric says
I have today emailed Northway finance in respect to 33 loans I took out with Swift sterling between 2012 and 2013, with total interest approximately 4.5K.I have tweeked the letter template provided on this invaluable website to suit, reminding hem in it that I will pursue the matter with the arbiter of financial services in Malta if my coplaint is not upheld. I have included in the letter that i have had substantial complaints with QQ and Wonga upheld, and detailed the amounts paid to me. I have read from older comments that they offers have been made of gestures of good will, but I can see they tend to be in most cases, 10 to 20% of what is being asked for back as compensation for irresponsible lending. I have taken the unsual step of offering them a gesture of good will in my complaint letter that they settle with me for slightly less than half of the ammount (non negotiable)which would be mutually benficial for them in the long run as I intend to pursue the matter further if my complaint is not upheld A bit cheeky I know, however I am fed up having experienced derisory offers from other companies, and having read previous comments i thought I would turn the tables on them.
I will update in due course :)
Eric says
My 14 day offer to Northway finance worked. I received an offer today which I was satisfied with. I received the money in my account today.
The Hitman says
Hi all,
Any help on my previous comment would be greatly appreciated! p.s. also has anyone received the 8% interest on top from Northway? As I cant seem to see anything on my offer.
Hi all,
I’m hoping someone could help me!? I’ve received a final offer from Northway via Financial Alarbiter. In total I was expecting just under 5k, but received an offer of £2494 – minus the £550 outstanding.
The first loan was from 11 Jan 2010 and they are disputing most of the loans are outside of the timescale to claim!?
So my question is have anyone receive a refund pre 6 years, and has anyone managed to negotiate an increased offer?
Thank you.
Sara (Debt Camel) says
The 8% interest is a purely UK Financial Ombudsman addition.
Christine says
Hi all any advise on going to OAFs did you go straight opening formal complaint or was it email enquiry 1st and then what happens thanks
Celia says
Can someone help me please?
Can you please help me? I had a loan with Swift Sterling in 2015 was made redundant so had an agreement with them that I could reduce my payments and they stated no further charges would be added to my account.
I continue to pay this and I found out that the company had been taken over and old files which included mine went to Malta I have tried contacting them as I want to pay the loan off but had no responses emails several email address after speaking to the current Swift Sterling but no response. I have not paid any further money as I don’t know what my balance is and not sure where my money is going.
Can you shed some light on this please I would appreciate this.
Regards
Celia
Sara (Debt Camel) says
Well i suggest you stop paying until they contact you… and then think whether you have a case for not paying any more, because Swift Sterling often gave loans which weren’t affordable so people were left having to borrow again.
Christine says
I gave them 7 days to up their Goodwill Gesture and funny enough once I emailed the Abritrator and sent them copy of the response they came back with Substantial increase which I was more thsn happy with…clause in it that it has to remain confidential, so all in all it is definantly worth pursuing holding your nerve, be clear in your mind what amount you want have all your figures relating to interest and charges push them for a full statement I did and was horrified when I realised how bad it was and how much that period of my life saddled with debt and in this circle of borrow pay back borrow again had affected me. So good luck everyone and thanks to this fabulous site without you I don’t think I would have acheived this successful claim ☺
Christine says
Hi Vikki it is Northway that use to own Pounds till Payday that you need to contact use the template off this site tweak it to reflect your loans and it is the Interest and Charges paid on loan that you are claiming back. Ask them for full statements it will prob take number of emails before they respond but keep on at them I did and give them clear deadlines and it worked. Good luck email address is complaints@northwayfinancial.com
Vikki says
Thankyou christine for your help
Vikki says
Which template please is It same as payday loan 1 first asking for list of loans i had then two if dont hear thankyou
Sara (Debt Camel) says
Yes , the same as the normal payday loan templates.
Richard Mantle says
Hello
I have had this reply from Northway in respect of Pounds to Payday loan I have loans every month from 2007-2012. Can someone advise me what I should do?
“We have reviewed our records and confirm that we assessed your creditworthiness in respect of each loan issued to you and that such
assessments returned satisfactory results. In conducting our assessment, we considered, among other things, the information supplied by
you on your loan applications and your past borrowing and repayment history with us.
Based on the assessment conducted in each case, we determined that you were creditworthy and would be in a position to repay your loan
in full on the repayment date without undue financial hardship.
Previous to your current loans, all past loans were successfully repaid in full. In addition, upon receiving notification of your financial
difficulty.
Having said the foregoing, and in light of your current financial difficulty, we are prepared to forgive the £1,851.88 remaining balance on
your outstanding loans. We will consider this account paid in full, with no further obligation to our company. This offer does not constitute
an admission of liability but is made due to your current financial problems and would be in full and final settlement of this claim. “
Dan says
I settled on quite a low figure from Northway as many of my loans were over 6 years (as are yours by the look) and the process through the Arbiter in Malta isn’t as straightforward to my mind, Plus it was one more settled, I did manage to negotiate with them, gaining about 30% more. I had calculated the total interest repaid and used this (I mentioned the 8% simple interest that could be added but wasn’t expecting anything to be done in that regard) but I also gave them a very strict deadline and said, I would accept xxx, if I don’t hear from you by ‘Saturday 1st Jan at 6pm’ I will assume you are rejecting my offer and will proceed with a Formal Complaint to the Arbiter. An hour before that deadline I had the increased offer, it didn’t meet my request but I decided to take it and move on – financially I still have a little debt so it just went straight towards that, reducing interest I was paying on that as well. They also agreed to remove records from my credit file – no point in my case as they had already dropped off but sounds like that would be worth you negotiating at the very least. I also think there is another page on here that Sara has dedicated to Swift so would be worth reading comments on there – best wishes whatever you decide!
Dan says
this was about three months ago by the way, so fairly recent still
Richard says
Thanks Dan A similar response to your message of the other day was received today many thanks for the help
Richard says
Thank you Dan I appreciate that very much. I will do that
Beaker77 says
Hi Sara/Forum users
I emailed Northway complaints as the parent group of Pounds till payday on 20/12/17 but didn’t receive a response. I then emailed again on 10/1/18 to chase an acknowledgement of my complaint and request a copy of their complaint procedures. As of this morning I still haven’t received a response and am about to make a third attempt – I have looked up online and they are covered under the Malta Financial Services Authority – is it worth sending a complaint to the MFSA in regards to their complaint handling?
Jay says
Before you make the complaint email complaint.info@financialarbiter.org.mt they will forward on your complaint to northway giving them a week to respond and will allow you to make a complint via them if no response. However you have to pay a 25€ fee to the arbitoir
S says
Hi Sara
I had a number of loans with Swift Sterling from August 14 to December 17.
I’m slightly confused about who I should be directing my complaint about Swift Sterling to. I have sent my complaint to the Northway email above and also to Swift Sterlings own email address.
Northway acknowledged receipt of my complaint and said that they would respond in due course.
MMP Financial replied and said as they purchased the brand and commenced lending in December 15 they won’t consider my loans before that date which covers 15 of my 21 loans. For the remaining 6 they have not upheld my complaint but frozen interest on the current loan. I replied and their final response is unchanged, but then referred me to the FOS.
Do I have to pursue these claims separately? The first 15 with Northway and the remaining 6 with the FOS?
Sara (Debt Camel) says
Yes, two separate complaints I am afraid.
S says
Hi Sara
No problem, I will add them both to the list!
Do you have any view on the MMP purchase in Dec 15 – they say they have no records before then but if MMP consider themselves to be a responsible lender then as part of their due diligence they surely should have accessed the loan histories with Northway? It doesn’t seem reasonable that someone with continuous loans pre Dec-15 gets their loan history wiped clean and are allowed to in effect start again from scratch with MMP in charge?
Sara (Debt Camel) says
That is an interesting argument but I am not sure it is going to help your complaint in practice.
Jo says
I emailed a complaint Thursday requesting a refund for interest paid I also advised I have most statements and bank statements but requested all copies from them as I believed I had more loans prior to 2009 which I’s when I have statement from I stated I wanted to request a refund, receive a email back today advising they have my complaint and will be in touch within 8 weeks, do I need to wait 8 weeks before taking it further?
AK says
Sara, wonder if you have heard that someone was offered less than initial offer from business at the Financial Arbitrator’s stage in Malta? Do they have similar approach to FOS or can they be more business orientated as they seem to be anyway?
Sara (Debt Camel) says
No I hadn’t heard that. Sorry, I don’t know much about the malta procedures.
AK says
I wish I didn’t have any knowledge of it though my knowledge is extremely limited. The process outlined on their web-site. After the business declined the complaint – submission of the fee and the documents to the OAFS, OAFS contacts the business, if the business or complainant still disagree – mediation session, if still no solution the case goes to the arbitration. Mediation session and arbitrator’s session are via skype or similar google service. What said at the mediation session (and I assume at the arbitrator’s session ) is strictly confident.
Sara (Debt Camel) says
Oh yes, I meant I am not familiar with the details of many specific cases. I think I would have heard if someone was offered less than the lender had offered, but I can’t be sure. Obviously, I can’t talk about the outcomes of mediation because they are confidential.
Hd says
Does anyone know what this means
The Arbiter for Financial Services has today issued a decree with regards to the complaint you lodged against Northway Financial Corporation Limited. The OAFS will be archiving the Arbiter’s decree accordingly
Nicky says
I think it’s the final findings as in divorce it’s the last document or evidence to confirm maybe if both parties haven’t reached an agreement or mediation? Ring and ask They are so helpful
Hd says
Thank you. I’ve tried to respond to the email they sent but they are not responding.
Jo says
Can anyone advise how long it usual takes to receive a final response from Norway? I’ve recieved a statement of account which states they will respond to my complaint within 8 weeks from the date of complaint do they usual take the full 8 weeks? Do I need to wait 8 weeks before contacting the arbiter
Eric says
I’m my response to them I told them that I would settle for x amount with in 14 days as a settlement. On the 14th day I received an offer as full and final settlement. Money was in my account an hour later.
Jo says
Thank you for the reply did you put that in your first complaint letter? I’ve stated I want to request all charges refunding and requested a statement of charges they’ve sent the statement but no offer as yet
Eric says
I did indeed – I chanced my arm by quoting them what I though I was entitled to, and made them an offer to settle early. I gave them a deadline to in the hope that I could avoid going through the Maltese arbitrator. I really did not expect to hear from them, but on the 14th day my “non negotiable offer” was met by them. Admittedly – if I went through the whole process I could have got considerable more but I was happy with 60 percent ( 4 figures).
Jo says
Thank you very much for your help I’m going to email them back and offer “a good will gesture” see what they come back with I’ve been paid out from other lenders from the same time period due to irresponsible lending. Thank you your helps really appreciated :)
Eric says
No problem Jo – Ask for a “I am prepared to make a non negotiable gesture of good will that will be mutually beneficial to me and Northway finance of £xxxx. If this gesture of good will is made within 14 days of receipt of my email I will accept it as full and final settlement”
Good luck, I really hope you succeed :)
Laura says
Sorry but can I ask how you went about getting a statement? I’ve emailed northway numourous times with no reply. Thankyou
Jo says
I emailed them to the email address on this site advised I want to complain and request a refund and advised I wanted a copy of my statement within 7 days or I was taking it further recieved the statement but they said they’ll be back in touch within 8 weeks regarding the complaint
Rob..J says
Hi guys and thanks so much for your time and this site, Its been invaluable.
Couple of questions re. Northway Finace / PTP / Stirling.
I received my statements from them today. Shocking how much I borrowed and they had off of me in interest / charges.
Roughly 36k borrowed and 12k in interest / charges seems I also have outstanding amount owed (I was not aware of).
Replay from Northway below:
Thank you for the information.
Reference 50061354: Outstanding balance £686.80
Reference: 50063238: Outstanding balance £203.20
We have attached a detailed loan history as requested regarding your account with PoundsTillPayday.co.uk
Please be advised that Northway Financial Corporation Limited no longer owns SwiftSterling.co.uk or PoundsTillPayday.co.uk. We are responding as we were the creditor for these loans.
Firstly could someone advise how to proceed and If I do could the outstanding amount come back and bite me on the rear end.
Many many thanks
Rob.
Sarah says
I today have received the same reply & am unsure how to take it further.. Do you think this means they are no longer liable?
AK says
It’s their standard answer, I received the same few moths ago followed by their ‘offer of goodwill’. From what I’ve seen here they start to communicate and make reasonable offers once the complaint sent to OAFS in Malta, the same happened to me.
Craig says
Hello – i have today received my statement from Northway with the standard reply also.
My loans were in 2007 – 2009 total 20 loans £9100 borrowed one month after the other £2730 paid in interest :-(
Complaint being sent today, i expect this one to go the long haul!
Craig says
Hello – i have today received my statement from Northway with the standard reply also.
My loans were in 2007 – 2009 total 20 loans £9100 borrowed one month after the other £2730 paid in interest :-(
Complaint being sent today, i expect this one to go the long haul!
Louise Dunham says
Hi All,
I requested my statement and received within a day staggering £9k fees alone – I have now sent the full complaint to Northway and on my email I have said a counterfit offer (taking Erics advice) only valid until 31.3.2018.
This will go all the way – watch this space.
Craig says
Sent my complaint yesterday Louise also taking Erics advice of the counterfit offer. They replied today with the standard acknowledgement email that they will respond with the 8 weeks etc. Will keep everyone up-to-date