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.
Gill says
Has anyone had mediation
craig says
i believe a few have Gill.
Northway refused mediation as they said the complaint was time barred.
I have an arbiter hearing coming up mid June
Gill says
I have mine next week and was just looking 2 c what happens and what is discussed
Sara (Debt Camel) says
So far as I know, the few mediations there have been have resulted in a settlement being reached, but I suspect one of the terms is that people aren’t allowed to say publically 9ie on here) what the terms are…
As a couple of quite vocal contributors suddenly went quiet, you may conclude they were offered a good deal, but that would be a guess.
Kara says
I’ve just had a response to my initial e-mail asking for a statement and raising a complaint. There were 12 loans, as opposed to the 8 that I identified via bank statements, and they’re all 2009-10. They’ve sent the generic email saying they’re not responsive etc. What are the next steps please?
Thanks.
Laura says
Hey everyone just thought I’d let you know that I refused the mediation as I have never used Skype and don’t like the idea of it. Also im on holiday the day they arranged it so they have arranged mediation via telephone. Although this has delayed my complaint quite a lot as this won’t take place until September now, I am happier with a phonecall rather than using skype. Just thought I’d let people know that this can be done.
Gill says
They done my test through hangouts as i dont have skype and it worked. Now they have advised me they are going 2 do by conference call
Mr and Mrs C says
Hello all, I have applied for a refund from Pounds til Payday via Northway financial.
5 loans in 2010 taken out month after month varying from 100-250
3 in 2013 taken out month after month each for 500.00
I used various other in between times for 4 years, the cycle was broken as I paid all payday loans off with redundancy at the end of 2013.
Northway have come back and said they were affordable and since they were paid off its proved that.
Is this worth pushing to the ombudsman in Malta? Fees paid in total are 786.98.
or should I go back to them showing them bank statements and ask them to reconsider.
Thanks in advance for anyone who can help.
Kara says
Hi Mr & Mrs C. I’m in a very similar situation re a Pounds Til Payday. I had 12 loans around 2009-10 and Northway have sent me a statement of accounts but nothing else, apart from saying they don’t own PTP anymore. I’ve replied saying I want to complain on the grounds of irresponsible lending. I think other people have eventually been offered Skype meetings with a Maltese organisation and perhaps received settlements this way, but I haven’t researched the process yet.
Katrina Follan says
I paid over £7000 over a number of years to poundsTilPayday. I also got into the cycle of borrowing from numerous payday companies leading to using up my overdraft, getting bank charges and ended up in £15000 worth of debt. I had to get a consolidation loan I’m still paying back. £600 a month. I know FO won’t take on poundsTilPayday however I have sent a complaint to them and been advised that the complaint needs to go to Northway Financial services. Has anyone had any success with this company?
Sara (Debt Camel) says
Yes – read all the comments here
Don says
HI can anyone report if they had success by referring through the Maltese Arbiter.
I have had a derisory goodwill offer, originally 10% of interest charged, now 20% – but I am unsure if I should accept.
What are the likely delays by going through the Arbiter, what are my chances ?
I know all cases are not the same, just wanted some general advice on my best way forward or could I be sacrificing their current off for nothing?
Joe says
I would imagine that the silence from those who went to arbitration on the 18th June is a sign that they were successful
African Queen says
Hello Joe,
I find it astonishing that they haven’t even posted anything to indicate how things have gone. Must be one hell of a gagging clause that they have to adhere to. Especially as they were very responsive on the forum.
My case is currently with the Arbiter and I am waiting to hear. I hope to be able to post something or at least let people know why we can’t say anything, if indeed, that is the case.
Kara says
I imagine it’s a confidentiality clause that the other party use to stop everyone else trying to claim the same amounts etc. I haven’t heard back from Northway since they sent my list of loans. Do I contact the Maltese company or wait for 8weeks?
Thanks.
African Queen says
Hello Kara,
I had to chase Northway for a response and they eventually responded after 12 weeks – rejecting my claim. I then logged a complaint with the Arbiter and I am waiting to hear next steps.
I would suggest letting Northway know that you intend to log a complaint with the Maltese Arbiter and see if that gets a response from them.
Good luck x
Gill says
I still waiting on a decision being made from arbiter. Had my conference call and was difficult to understand what they were saying. Waiting on details of what was said
African Queen says
Hello All,
Update from the Maltese Arbiter – please see below. Not good news. Looks like Swift Sterling have gotten away with this one. :( Sara – any thoughts? Thank you xx
“Please refer to your complaint form, which we recevied on 5 June 2018.
Your complaint refes to issues with Northway Financial Corporation / Swift Sterling going back to transaction carried out between 2011 and 2014. If this is so, we regret to inform you that we are unable to accept your complaint.
According to the legislation which sets up the Office of the Arbiter for Financial Services , if your complaint relates to the conduct of a financial service provider which occurred between 1 May 2014 and 18 April 2016, then you had until 18 April 2018 to submit a complaint for consideration by the Arbiter for Financial Services.
Please refer to the Brief Notes for Consumers available on our website .
Your complaint has been received after 18 April 2018, and therefore after two years from the coming into force of this Act and as such you complaint cannot be upheld.
We will be refunding the payment of €25 which you had originally paid when lodging your complaint with us.”
Joe says
What about all your transactions before 1st May 14?
And what does this mean for claims that are all earlier than 2014?
African Queen says
Hello Joe,
I have no idea at all. I am hoping Sara can help us shed light on this.
The notes that he has referred me do mention 18 April 2018 but how are we supposed to know that??
Just annoyed that Swift Sterling may have gotten away with this one. :(
Sara (Debt Camel) says
All new to me I am afraid :(
African Queen says
No worries, Sara. You win some, you lose some :)
mark says
I have a 3rd response from Northway…Initially £384 then following the OAFS intervention a offer of £1400 and now following skipping the mediation, £1900.All where/are goodwill gestures admitting no wrongdoing.(it seems alot if they did nothing wrong)…I had 32 loans continuley rolling over amounting to £2600 in interest..I asked for refunds on all loans (1 to 32) but i have found the first few loans of any complaint are not upheld so am wondering whether this is a good offer taking into account that loans 4 to 32 amounts to £2300.
Joe says
Could I ask what years these loans are from? Thanks
mark says
Jan 2012 to May 2014
African Queen says
Hello Mark,
Congratulations on your success with Northway.
May I ask if you submitted your complaint before April 2018? My complaint was rejected because I didn’t submit my complain to the OAFS before April 2018 for loans between July 2011 and April 2014.
Thank you
mark says
March 2018
African Queen says
Thank you Mark. I was too late.
On to the next one :)
Donna Steven says
Hi Sara / Alan
I contacted my DAS regarding the email from Northway saying they were foregoing the outstanding amount, however I have just received an email from my DAS saying they can not remove the debt because Northway have not responded to them. I emailed Northway to accept their ‘good will’ gesture but have not had a reply and they have not responded to any of my emails…. What can I do?
Thank you for your help
Donna
Alan McIntosh says
Hi Donna
You can request the variation of your Debt Payment Programme yourself to remove the creditor. This can be done in writing by writing to the DAS Administrator, who is the Accountant in Bankruptcy and whose office is based in Kilwinning.
This is allowed under regulation 36(1)(a) 36(3)(a) of the Debt Arrangement Scheme (Scotland) Regulations 2011.
The grounds for your variation are under s37(1)(b) of the same regulations on the grounds you and the creditor have agreed your liability for the debt should be discharge.
The DAS Administrators will notify the creditor to confirm they agree. The problem is if they don’t respond the DAS Administrator will assume there is no agreement, so any proof you have they agreed to write the debt off should be included in the letter.
If the DAS Administrator refused to approve the variation you will be notified in writing.
If he does refuse ask for a review and the decision should be referred to a more senior manager, who hopefully will take a more common sense approach.
Alan McIntosh says
Also Donna, you should argue if they don’t respond they should be deemed to consent by their failure to respond.
Please keep me updated.
Alan McIntosh says
In actual fact Donna, it may be your money adviser has already made the application and it has been refused, so you contact the DAS Administrator and ask they do a review and provide any additional proof you have of your agreement the creditor and also argue alternatively there should be deemed consent.
donna stephen says
Thank you so much Alan… my DAS are saying because Northway haven’t respond to their message they can’t remove the debt.. Northway clearly stated that the amount would be waived if I accepted- which I did- I didn’t get a response from them or to the daily emails I’ve sent since March… I think that they could remove the debt with the email I sent regardless of them responding…I will email them again tomorrow stating the consent part you mentioned.. you’d think my DAS agency would be happy enough to end the repayment to Northway…they have not responded to my daily emails since April or my DAS’s email.. Thank you I will argue that part with my DAS tomorrow x
Team Panda C says
Hi All,
I have an old Swift Sterling account dated back to 2012-14.
I lost my job after ill health in early 2014, before that working sporadically due to my ill health and I informed them and heard nothing.
The outstanding amount appears to have been £480 as I did pay partial payments and had a token payment plan with Stepchange until 2016 that paid them £1 a month.
I complained to Northway after a letter arrived out of the blue in 2017 requesting £715, I also submitted a claim for redress and for a statement of account.
Northway have ignored these requests and so the next contact I had was with Moriarty Law in 2018 when they announced they had the debt and were filing for a CCJ on Northway’s behalf.
Moriarty were helpful at the start and agreed to try and help but the minute I said I didn’t have the money it changed.
I suppose what I’m trying to find out is should I be continuing to fight this with Northway through the Maltese authorities or do I have to accept that the CCJ is now in place (although one minute its filed, the next it isn’t, I don’t know whats going on they are being very wishy washy about it) and theres nothing I can do?
Any info or advice will be greatly appreciated!
Becky says
Hi, anyone had any luck with Swiftsterling? I sent initial letter and they havnt acknowkedged it. Just wondering if there is any point sending the next letter as i know the fos doesnt take cases from Swiftsterling and wondering if thats why they havnt replied?
African Queen says
Hello Becky,
After 12 weeks, I got rejected by SwiftSterling. I took it to the Maltese Arbiter, who replied to me last week to say that I didn’t complain before April 2018, so they could not consider my complaint and refunded the 25 Euros I paid to them. It’s worth checking on the Maltese Arbiter’s website. Your case might be different.
It really upset me that Swift Sterling got away with this. I paid over 8K in interest :(
Hope it goes well for you xx
Louise says
I know this sounds Silly African Queen but can you appeal – they offered me and I accepted TBH my loans were from 2011 though through to 2015 and my interest was about 9k I paid. I didn’t get as much as I could – I bet they know these loopholes. Sorry you didn’t win It is so frustrating :(
African Queen says
Thank you Louise. Might be worth a try.
I’ll post any update that I get.
Thank you so much xx
Becky says
Thanks for the advice, i didnt know their was somewhere else you could send it if they reject the claim!x
Joe says
Hi all,
Sadly looks like any of us with older loans are out of luck, gutted, how were we supposed to know about this time limit ????
7. Are there other time limits for
submitting a complaint to the Arbiter?
An Arbiter shall have the competence to hear
complaints if a complaint is registered not
later than two years from the day on which
the complainant first had knowledge of the
matters complained of.
In addition, a complaint may also be brought
to the Arbiter in relation to the conduct of a
financial services provider which occurred
between 1 May 2004 and 18 April 2016.
Complaints which occurred over this time need to be submitted to the Arbiter until 18
April 2018 to enable the Arbiter to consider
them.
African Queen says
It is truly a shame, Joe. I have written to the Arbiter’s office asking if there is an appeal process. Not holding my breath, though.
I have had to accept that SwiftSterling have gotten away with this and I can only divert my energies to the other complaints with a greater hope of success.
It sucks though, but we will all be ok in the end.
Hang in there xx
donna stephen says
Hi
I had loans with them in 2013… they won’t accept responsibility for irresponsible lending but did write the balance off and removed anything on my credit file… keep pushing them ????
Sara (Debt Camel) says
Had Swift Sterling added the debts to your credit record or was this MMF ( now known as Lantern)?
donna stephen says
That I’m not entirely sure about as SS now say they have removed anything… I got an email last year from MMF for £700 but unsure who the debt is with… waiting for them to get back to me!
Dave says
Have recently sent an email to Northway re: PoundsTillPayday loans that i took out from 2007 – 2014. Requested a schedule of my loans and repayments which they have provided but they also replied:
“We are in receipt of your email dated 1 July 2018 regarding your account with PoundsTillPayday.co.uk. We have attached a detailed loan history as requested.
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”
Does anybody know how we go about pursuing our claim or even whether we still can based on when the loans were taken out?
Dave says
Hi guys, I have just had my complaint against Swift Sterling / Northway rejected. I submitted it to them on 24/04/18. Am I correct in thinking that because it was not submitted before 18/04/18 that it is now time barred??
Joe says
I believe that unless a complaint is lodged with the OAFS in Malta by the 18th April for loans prior to April 2016 then we are out of luck.
I have emailed the OAFS to confirm if this is the case but am still awaiting a response.
Gutted as I had loads of roll overs with Pounds till payday
Tony says
Hi all, I was on this thread a while back but have got lost in it somewhat. Well done to all those who’ve had success with refunds. My loans were with PTP 2007-08 and after having no response from Northway last year, I’ve had a same day response today citing it is now time barred (5 years max).
I’m just trying to keep up with the latest, is it worth appealing to the OAFS or realistically are we all admitting defeat here?
Thanks
Tony
African Queen says
Hello Tony,
I have written to the OAFS to ask about an appeal process. This was over 3 weeks ago and I haven’t had an acknowledgement, let alone a reply. No harm in trying – maybe if we are all asking the question, we might get a response.
It is tough to admit defeat on this one as it was one of the largest ones for me. Happy to keep trying.
katrina follan says
So, i’m guessing its a waste of time lodging a complaint to the OAFs now? I was about to go ahead anyway but relectant to pay 25Euros if its a no go. My loans were from 2010-13 £7000 i paid back. Any advice appreciated . such as shame that so many people are having real problems resolving these cases.
Joe says
Sadly it’s too late, I’m gutted as is paid in excess of 10K
This is the response I got from the OAFS when I asked the question
Your enquiry refers to issues with Northway Financial Corporation / Swift Sterling going back to transaction carried out between 2006 and 2011. If this is so, we regret to inform you that we are unable to accept your complaint.
According to the legislation which sets up the Office of the Arbiter for Financial Services, if your complaint relates to the conduct of a financial service provider which occurred between 1 May 2004 and 18 April 2016, then you had until 18 April 2018 to submit a complaint for consideration by the Arbiter for Financial Services.
Please refer to the Brief Notes for Consumers available on our website
If you present a complaint now, and therefore after two years from the coming into force of this Act, your complaint would not be upheld.
Andrew says
Hello,
Has anybody else had an issue with trying to get northway to reply, I Took out a loan prior to 2015 and I have been trying to contact them since December, I get a reply saying “Thank you for your email.
We apologise for the delay in response. We have prioritised your complaint and will do our utmost to respond to you within the coming days.
We thank you for your ongoing patience.” and that’s it, Anybody got any tips on what I could do?
Thank you
Tracey says
Hi. I had loans between 2007 and 2012 with PTPD. I paid out £26,000 after borrowing £20,000 55 rollover loans in total. I have only just found out that I can complain about pay day loans. Am I understanding that I can no longer complain?
Joe says
That’s correct, sadly it’s too late
Lynn says
Have just completed OAF complaints form re PoundsTillPayday (Northway) . Has anyone else had to pay them 25 euros to look into a complaint?
Julian says
I think that’s normal as that’s what others on here have said and it also states that on their website.
Julian says
Hi all,
I had 58 loans with PTP from April 2004 to August 2011. Borrowed around £20k with £5k in interest. Can anyone confirm it’s definitely too late due to the 18th April 2018 deadline to submit complaint to the OAF?
Julian says
Sorry 58 loans from 2008 to 2011 not 2004.
Joe says
It’s definitely too late, I asked the question of the OAF
Julian says
Ok thanks for getting back to me. That’s ashame.
Emily says
I put in first steps letter complaint to Northway in August just prior to the confirmation that the OAF were no longer considering complaints if submitted after 18 Apr. Going through bank statements and emails worked out I borrowed circa £14k from 2009 – 2013 (59 loans), paid interest just over £4k. Received a reply from Northway with a standard response and token “goodwill” offer of a couple of hundred, attaching only one of the loan details and admitting no liability.
Knowing that there’s no recourse to appeal to the OAF, has anyone gone back to Northway with follow up about extent of borrowing and had an adjusted “goodwill” offer, or is it just a case of taking what’s on offer and chalking it up to experience?
David says
We received the same ‘goodwill’ gesture from Norhway who gave us 10 days to accept.
Replied to them asking for an increase but they did not reply so had to accept ‘goodwill’ gesture. Wasn’t much compared to what my wife and I had borrowed and paid back to them but it was something.
Emily says
Thought as much – interestingly their letter was dated 28 August but only emailed on 12 September giving 7 days to accept/respond! Thanks for the update. Might try the same as nothing ventured I guess
Joe says
Why are they making goodwill offers now if you can’t take the claim to the OAF?
Julian Williams says
I got a final response from them too this week. Saying my claim is out of time. My loans (58 in total) were from 2008 to 2011. They say I have a balance of £918 on my account which I thought I paid. Waiting for my bank statements to check.
They said they will write this off as a goodwill gesture abd I have until the 19th September to accept but that I can also escalate to the OAF. Really not sure why they are offer goodwill gestures either.
Julian
Joe says
Ah right with you, they will be offering this as it will be statute barred anyway if you haven’t made a payment or acknowledgement for 6 years.
I thought they were making an offer of payment.
Lucy says
Hi Guys
Need a bit of advice! Just received my final response from Swift Sterling. In total I had three loans. Two paid off, the third is with step change. Total interest and fees paid to date on all three loans is £888.39 outstanding balance on final loan £611.68. Swift Sterling said out of good will they will clear my remaining balance (£611.68). Is this a good deal, and should I request for them to remove all traces from my credit file?
Tom says
Hi all,
I contacted Northway Group in Malta with regards to my Swith Sterling loans.
This is through their web contact page at Northwayfinancial.com
(enquiries@northwayfinancial.com)
I received an automatic email that this is a spam contact/address etc.
Is there any other way to contact them?
Many thanks, Tom
Nat says
Hi, I’ve recieved a final response from Northway financial stating they hadn’t lent to me irresponsibly, despite 13 loans on the space of 12 months, 3 taken out within the same month.
The reason for my comment is in the response they state that I can contact the OAFS in Malta but, they stated ‘that the Financial Arbiter may not be able to consider your complaint if a period of more than two (2) years has lapsed between the date of the final transaction and the receipt of your complaint’ does anyone know if this the true? I’m not sure if it’s worth pursuing if this is the case.
Thanks
African Queen says
Hello Nat,
I also sent my complaint to the OAFS in Malta back in June. This is the response I got. Basically, they are not considering complaints if you haven’t submitted by April 2018. Really frustrating. Might be still worth trying but I didn’t get any response from the OAFS when I challenged this. Good luck x
“Please refer to your complaint form, which we recevied on 5 June 2018.
Your complaint refes to issues with Northway Financial Corporation / Swift Sterling going back to transaction carried out between 2011 and 2014. If this is so, we regret to inform you that we are unable to accept your complaint.
According to the legislation which sets up the Office of the Arbiter for Financial Services , if your complaint relates to the conduct of a financial service provider which occurred between 1 May 2014 and 18 April 2016, then you had until 18 April 2018 to submit a complaint for consideration by the Arbiter for Financial Services.
Please refer to the Brief Notes for Consumers available on our website .
Your complaint has been received after 18 April 2018, and therefore after two years from the coming into force of this Act and as such you complaint cannot be upheld.
We will be refunding the payment of €25 which you had originally paid when lodging your complaint with us.”
Elaine says
I have sent complaint to Northway concerning swift sterling.
I don’t think I will be successful as my loans were between 2012-2014 with an outstanding bill being paid through motor mile now lantern .
I will let you know my complaint news when I receive updates.
Elaine
Kevin Wilson says
I have tired to start a complaint for loans taking out with Swift Sterling in 2013. I filled out the contact from on the Northway Financial website but I have got a message back saying
enquiries@northwayfinancial.com
The e-mail address you entered couldn’t be found. Please check the recipient’s e-mail address and try to resend the message. If the problem continues, please contact your helpdesk.
Does anyone know of any other way to contact them
Terry says
Well.
I made my complaint to Northway Financial October 2017.
I had several loans with pounds till payday from 2008-2010 in excess of £10k.
The interest paid on all loans was over £2600.00. All my loans were taken out and repaid.
I have written to the financial arbiter in Malta due to requesting on how to make the 25.00 euro payment and have completed my complaints form ready to submit. I raised the question of the time frame i.e not been registered before April 2018 with them.
They are going to look into my complaint as i had personal issues which refrained me from making the complaint prior to April 2018 this year.
I have since contacted Northway Financial to let them know that my complaint is to be considered (even though they stated it was time barred).
With in 3 hours i received a settlement/gesture of goodwill for £4200.00.
I’ve accepted!!
Tracey says
Hi Terry
I hope yo7 don’t mind me asking but did you p have to show them evidence for your personal reasons or did they just take your word for it.
Joe says
That’s excellent news, congratulations!!
Laurence says
Going through old bank statements I realised I did have Loans with PTP in 2009 (one rvery month for 12 months, although disheartening to read the comments here about my chances)
Anyway email fired off to Northway as you never know…….
tony says
I submitted a claim earlier this year. 10k borrowed and around 2.5k interest.
I became frustrated by Northway not responding and involved the Arbiter. Basically, a bit of a nightmare process. Worth it if you dig in deep. I didn’t receive the 2.5k, but something was better than nothing – especially with Northway being Malta based. My advice (if not time barred) would be to keep going. I got the impression that the Arbiter was inundated over this too, so try and be patient. I was glad to get some money back.
Good Luck
Tony
Tracey says
I too have received a response this morning from the Maltese Arbiter,stating that it is too late for them to consider looking into my case, as the cut off was april 2018. Is there anybody we can approach in the uk who can take our case on?
Lynn says
I have had the same response from the Maltese Arbiter, I had no idea that the cut off date was April 2018. I emailed Northway Financial at the beginning of June this year and they replied stating the would not look into my loans (2008 – 2010) in August 2018. Please keep us updated anyone if we can approach anybody in the uk.
Mark says
Hi
I’ve just had a response from Northway saying they don’t own swift sterling anymore and they are only responding as they were creditors. Can anyone advise on what action I should take now?
G says
Ive not had a response from the message page on the northway web page, is there a a link somewhere for the maltese regulator/arberter?
Dalton says
I had no reply from that either. However, if you send them an email directly at complaints@northwayfinancial.com then you should get a response.
In fairness to them, they dealt with things fairly quickly and I found them very reasonable to deal with.
I was too late to send it to the arbiter I believe as my loans were very old, so I was expecting nothing but they did offer to write off the remaining balance (which had been hanging around for years). I was happy enough and accepted this but obviously everyone’s case is different.
Ross Lee says
Hi,
I sent the first template letter to Northway (my loans were in 2014) to and have already had a response with an attachment listing my 16 loans. Also stating the below:
Reference 34375651 Outstanding balance £256.13
Reference 35376632: Outstanding balance £115.38
Reference 34377940: Outstanding balance £90.72
Reference: 34379830: Outstanding balance £197.13
Reference 34381409: Outstanding Balance £186.86
We are in receipt of your email dated 28 November 2018 regarding your account with SwiftSterling.co.uk. We have attached a detailed loan history as requested.
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.
Although I can’t even see these outstanding balances on my credit report.
Can anyone advise what i should do and/or how to reply to them?
Thanks
Ross
Rebecca says
Hi Ross,
I hope you managed to find a response to progress your claim with Northway. I am going to contact them for the first and attempt to reclaim some of the interest I paid to Swift Sterling. Did you persue them further and how is it going with them? Thanks
Bec
Sara Datan says
I think I must have been living under a brick – I only found out in Nov last year that you could complain for unfair lending.
I have now got my Poundstillpayday.co.uk statement from Northway and the loans show from 2009-2013 and that I paid over 5k in interest over this period. My grandfather died in 2009 and I had to borrow money for the funeral the first loan was small but it escalated each month and they increased what I could borrow each month. I was depressed and borrowing from other lenders to stay afloat – I am only just getting straight with my life but that is due to a good job, but I am still not where I should be in my life. Had an email from Northway rejecting my complaint and stating that as I didn’t complain before April 2018 and after reading all your lovely posts here, it looks like I shouldn’t even take it further as they wont consider it. I knew I had borrowed a lot but seeing the interest from just one of these firms has upset me so very much. I have made complaints with some UK firms now and will just have to hope for the best. Thanks
Sharyn says
Hi Sara,
I hope you’re well.
How would you response to the below.
I had this email from them this morning and I’m determined to fight this as I had 3 years worth of loans with them every month since March 2012 until September 2014.
Anyone else had any success with swift sterling?
Thanks in advance.
We are in receipt of your correspondence dated 11th January 2019.
Without Prejudice
Please note that Northway Financial Corporation Limited no longer owns SwiftSterling.co.uk. We are responding as we were the creditor for these loans.
We wish to bring to your attention that the Financial Ombudsman Service does not have jurisdiction over Northway Financial Corporation Limited as Northway does not have any UK establishment and carried out all of its activities in Malta. Furthermore, your complaint is time barred in terms of legislation establishing the Officer of the Arbiter for Financial Services (OAFS) in Malta. Due to the fact that the conduct complained of occurred during the period between the 1st May 2004 and the 18th April 2016, you had until the 18th April 2018 to bring a claim forward.
Upon review of your account, we note that your complaint falls outside of the aforementioned parameters of applicable legislation. Our records indicate that we received your original complaint on 11th January 2019 and your last transaction with Northway occurred on 15th October 2014.
Given the above, your complaint is hereby being rejected.
Should you disagree
S says
Hi Sharyn,
I received exactly the same email from Northway Financial this morning.
Having read the numerous messages on Sara’s Blog regarding Swift Sterling it sounds like there’s many others in the same boat.
I’d be interested to know if anyone had any success with the Arbiter regarding complaints which are allegedly “time barred”?
Good luck!
S
kevin davies says
I had the same issue in Northway rejecting my claim due to it being sumbitted after the deadline. I was never informed of this deadline so was not aware of it!
I referred the matter to the Maltese Arbiter Office who replied they could not assist in this matter due to the time limit, despite my representations!
They have advised I should seek legal advice but I’m reluctant to spend money if the time limit is going to be binding.
Anyone else made any progress in this matter?
I have a significant claim due to over £8550 of loans from this company alone! There were significantly more loans with other lenders as well.
Shane says
Hi Kevin,
I am in exactly the same position. I wrote a long email to the Maltese Arbiter Office, stating valid reasons for not meeting the “cut off date”, but got an automated “Dear John” reply.
I would also be interested to know if anyone has had any luck by attempting a different approach?
Thanks Shane
Liam says
I like many of you didn’t think that they would give me any sort of refund, paid £1800 in interest with the last loan in 2015.
They’ve denied all fault, but offered £600 as a good Will gesture, they’ve said I can take it further but as it’s been more than two years they won’t allow the authorities to look at it.
I assume it’s a case of run whilst you can?
Ian says
Hi Liam,
In the same case, I had around 50 loans with them with an amount of broker fees of £3000 but with a last loan made in 2012.
I understand that I’m too late, just discovered today all those possibilities of refunds.
I still decided to sens them a fairly nice email, showing them all my loan agreements and asking them to refund a part of their high, if not extortionate fees at the time.
Lets see with what they are coming back.
Does anybody has tried to ask advice a financial lawyer if there was something to do with the “time barred” thinggy ? Because I guess we are so much in the same situation that it would not be expensive for each of us to make a group court case, does anybody has any information about such a possibility ?
Liam says
I actually got pretty annoyed with them as I felt they weren’t sending me the information I’d requested, I then received a very apologetic email saying they had sent it on each occasion I had asked – it’s worth checking your junk folder.
I was hoping for more money back originally, but found out via this that most people are being denied because of time barred.
Sent a complaint where I spoke in detail about the roll over of loans and the erratic nature of the lending on 11th April, had a reply 17th and accepted. Confirmed 18th April, I can see that they sent the money instantly via my bank as it shows it’s pending, as it’s bank holiday though I should get it Tuesday. I found them extremely decent to deal with and a lot better than some others!
I didn’t see the point in chasing more money when they clearly said they’d deny the arbiter a chance to review it and judging by everybody else’s experience the arbiter has.
It’s worth a shot, stick to the facts!
Sharyn says
Hi Liam,
Thank you for this message it is very encouraging as I had 30 loans with them from 2012-2014 and I have written to them last week regarding my situation so hoping for the best. Can I ask when did you put in your complaint and how long did it take then to respond?
Thank you.
Liam says
7 days from complaint to pay out!
Any luck?
Sharyn says
Hi Liam,
That’s great did you put in your complaint this year, I haven’t heard anything as yet I put my complaint in on the 5/4/2019 I had an email back saying it was a public holiday but for the 19th March. I will chase up tomorrow what email address did you use?
Will says
What is the email address? I cannot find it anywhere and I have completed the online for twice now! Please, can someone help me :-(
S says
I’m in a similar position to you Sharyn. Have you had any luck? Thanks S
Sharyn says
Hi S,
No response as yet but not giving up I will chase up tomorrow 🙂
S says
Thanks Sharyn,
Due to me missing the cut off date; I sent them a long email outlining my financial circumstances, the untimely death of my father and the knock on effect it had on me; but sadly I just received the same automated “dear John reply”. Fingers crossed you have better luck. S
Liam says
I literally put in my complaint on April 11th and received the money yesterday.
I too was after the deadline, that’s why accepted without any arguments!
I haven’t seen anyone else with any luck recently, have you Sara?
Their reason for the refund was because of the hardship I’m facing now, paid out almost instantly though so I’m happy!
Good luck!
Si says
Hi All – I have has initial rejection from Northway for my loans between 2012/13. These successes I am reading about, were these all as a result of contacting the OAFS in Malta? Thank you.
Liam says
Not for me, they said they wouldn’t allow it as I was too late, but they would refund £600!
iann says
complaints@northwayfinancial.com
Is this email genuine ?
I contacted them and I had a reply asking me for more details about my borrowing, even though I did have attached all the details of my borrowing (each loan agreements I made with them) and I’m waiting, they told me they would send a response in due course. My email was OK, not threatening, just saying that seeing the month after month borrowing I made from them, it was obvious that it was to cover my monthly expenses from a month to another month, waiting for better days. I was admitting also my responsibility but I want them to recognize as well the extortionate fees they were putting upon me where they made a lot of money on my precarious situation at the time.
I’m just wondering if this adress email is not a scam to retrieve some personal details from you, it would be easy to set-up seeing that everybody is eager to retrieve a bit of money out of some extortionate fees at the time…
When I search fro this email adress on google, it never comes up anywhere hence my doubt.
Anyway, will keep you updated if any news at all.
PS : I have done some search on northway financial and they have been banned from working in the US a while ago so I guess, if they genuinely gie back some money, it must mean that they are trying to avoid to be banned from Europe for example. There is as well corruption about Malta letting them operate their business with a license, it looks like they should not.
iann says
https://www.consumerfinance.gov/policy-compliance/enforcement/actions/northway-financial-corporation-aka-ndg-enterprise/
In fact, they are banned from US since February 2019 If I believe the dates in that link.
iann says
And anyone who would know how we could have a “free” or almost “free” legal advice on what is possible to do against them despite the Maltese Financial arbiter siding with them ?
simon says
I sent a polite e-mail on the 20th April and received a reply on the 25th, e-mailed them details of loans taken out 2013 – Dec 2014 ( 13 number ) and asked for a refund. They responded saying they would look into my complaint. I emailed them again on 4th May asking if there had been any progress on a my complaint, they have e-mailed me back today saying the matter was still being looked into and they would respond in due course.
Bit surprised not to have received a flat refusal but as a previous poster states as theyre barred from business in the USA perhaps theyre conscious of losing license in the EU as well.
Tilla says
Hi Simon,
What is the correct email address for complaints/redress at Northway please
TDK
Linda says
What is the best email address to send to northeast. I keep getting a bounce back but at the same time an automated reply. Not had actual response yet from them
Thanks
johnvan says
Linda
Use complaints@northwayfinancial.com
Like you I had filled in the online complaint and received an automated reply.
I followed Simon’s advice and used the complaints address and received a response and they claimed that they were unable to trace any complaint submitted.
Will says
Thank you for your help Linda, How long did it take for complaints@northwayfinancial.com to respond?
Linda says
Hi. I sent it off to the complaint email and got an acknowledgement. I chased bit have not had a reply yet
simon says
Customer Support Department
Email: complaints@northwayfinancial.com
johnvan says
Simon
Thank you for the advice.
I used this address and got a response.
I believe with Swift Sterling I am relying on a goodwill gesture only. The Maltese Arbiter will not look at Swift Sterling cases any longer.
Between July 2013 and December 2015 I had 29 loans from them and borrowed close to £11000 and repaid more than double that.
I had written this off so anything that I receive will be an unexpected bonus
iann says
Hi all,
It is now almost 4 weeks I sent my first email to them, nice and polite, attaching all my loan agreements to the email. They got back to me pretty quickly asking for more details and that they would answer me soon. I did not receive anything in the last 2 weeks apart another “we are looking into your complaint and will send a response in due course” when asking where they were with my complaint. I did send again an email lately being a bit more “aggressive” and telling them that I ws looking into contacting a lawyer to investigate the possibility to sue them for irresponsible lending. I then received quickly an answer saying that they were in the final step of completion of their response to me that should come in the coming days.
Honestly, I’m very doubtful that anything will happen, or they are just gaining time for I’m not too sure what or it is a fake email and somebody who is doing a prank.
Liam says
It’s so strange, I had mine actioned from complaint going in to payment within a week! They should get back to you!
iann says
Liam,
I found it fascinating that just the day I received a rejection email from Northway, you are posting on that subject, fascinating and suspicious at the same time….
Anyway guys, do not bother too much, I’m pretty sure that there is no money given back by Northway, they defo have no reason to do it until forced to do so.
I will create an email address later on and I will encourage people who would like to explore some more legal EU route against Northway to contact me.
Thanks
Liam says
I can 100% assure you I am not pretending to be someone other than Liam and I genuinely did receive a refund. If you check earlier posts, you will see how surprised I was at receiving it too as I’d see most people being knocked back, I wasn’t trying to rub salt in the wounds but give hope to this still waiting.
Sonja says
Hi Ian
Did you get any response yet? I got a rejection email from Northway today and was advised to appeal to the Arbiter in Malta. Anybody done this and had any success?
S says
Hi Sonja,
I got exactly the same response; despite me explaining my financial problems to the Arbiter in Malta and the fact that my father had passed away (all true!) it didn’t make a jot of difference.
simon says
Rejection letter received on monday for loans taken out 2013 to dec 14, said that basically it wasnt their problem.
Joe M says
Had my load written off…. see below!
We acknowledge receipt of your acceptance of our offer, as per our letter dated 11th July 2019, in full and final settlement of your complaint, being a write-off of the outstanding balance amounting to £198.48.
We consider this account paid in full and can confirm that you have no further obligation towards Northway Financial Corporation Limited.
We can also confirm that our records indicate that Northway Financial Corporation Limited never carried out any credit reporting on this file.
We now consider this matter closed.
Sincerely,
Customer Support Department
Eleanor Chafer says
Hi, does anyone have any advice regarding complaining to the financial arbiter in Malta. Northway are offering to write off my debt £1437 as a gesture of goodwill. They have said that my complaint is time barred as I needed to complain by 28th April 2018 as my loans were pre 2016. I’ve looked on the arbiter website and it does say that but it also say they MIGHT not be able to look at my claim outside these dates. Sounds a bit vague. Has anybody had a similar experience. Also Northway are only giving me 7days to accept the offer or they will withdraw.
Any advice appreciated.
Ellie
John says
Hi, I complained to them for loans I had back in 2013. They eventually replied saying the somplaint was time barred as you have to complain to the Maltese authorities within a certain period. As I had a outstanding debt that had been sold they did buy it back and offer to clear it a a gesture of goodwill. Had to accept as you can’t complaint to the Maltese authorities
Simon Newby says
I made a complaint on 11th September to Northway regarding 4 loans I took out with Pounds till Payday in 2009 totalling just over £2000 including interest & fees. All were repaid apart from the last which was sold to MMF (now Lantern) with a value of £643.91. The letter I received back from Northway today 13th September (have to credit their speed at least!)
“Due to the fact that the conduct complained of occurred during the period between the 1st May 2004 and the 18th April 2016, you had until the 18th April 2018 to bring a claim forward. For any complaint falling outside of the prior mentioned parameters, the complaint must be brought to OAFS within a period of two (2) years from the date of the last transaction.
Upon review of your account, we note that your complaint falls outside of the aforementioned parameters of applicable legislation. Our records indicate that we received your original complaint on 11th September 2019 and your last transaction with Northway occurred on 3rd August 2009. Given the above, your complaint is hereby being rejected.”
I note there is a 25euro fee to complain to the Maltese regulator, can anyone suggest if it is worth it or whether I chalk this one up to bad experience?
Thanks in advance & thanks for such a great website.
Anita says
I have similar problem. The northway financial did not respond to my complaint sent July last year. I have my loans before 2012. You mentioned about last transaction to Northway. I still pay them back through DMP. Does it count as transactions?
What is the address – email to Maltese ombudsman?
Any advice will be appreciated. Thanks
Paul Millar says
I’ve had the same response but I’ve had success with UK companies and getting money back, I guess the rules must be different in Malta unless anyone finds a way round this, so we can take them to the cleaners same as they did to us all!!