1. MoneySavingExpert.com
  2. Complain & Reclaim
Skip to content of guide

In this guide

Tip Email

FREE Weekly MoneySaving email 

For all the latest deals, guides and loopholes simply sign up today - it’s spam free!

FAQs Privacy Past Emails Unsubscribe
FAQs Privacy Past Emails Unsubscribe
payday loan refunds

Reclaim payday & other short-term bad credit loans

Get £100s or £1,000s back for being mis-sold for FREE

Amalia Illgner
Amalia Illgner | Edited by Johanna Noble
Updated 27 April 2022

Payday loans and other bad short-term credit loans have been widely mis-sold. While each product differs in how they work, they're all expensive, target people with poor credit and are often far too easy to get. If you couldn't afford to repay the loan, or the lender failed to check your finances properly, you may be able to reclaim £100s or even £1,000s. 

Skip to content of guide

In this guide

1-min read to start your short-term bad credit loan reclaim

Making a complaint about a short-term bad credit loan, including payday loans, is easy – and it's totally free. We've a summary and quick links to our reclaim tool and template letter here if you pretty much know what you're doing. Alternatively, read the full guide below for detailed help.  

1. How do I know if I can make a reclaim? Lenders must examine your finances before offering you a loan to ensure you can afford it, and the fees. If, as was common, that wasn't done properly and you shouldn't have been lent the cash, or the costs or the repayment timetable weren't clear, you were mis-sold. See our checklist for lots more help.

2. You needn't pay a claims firm – use our FREE TOOL. Claims firms can take 25% + VAT off your claim, so instead use this quick link to see the tool (available via complaints site Resolver) lower down in this guide. Enter your details and it helps draft the complaint, sends it to the lender, keeps track and escalates to the ombudsman if you're rejected. Or you can use our template letter to do it yourself for free by email/post.

3. Don't delay - you could get MUCH less if your lender goes into administration. Dozens of bad credit lenders have gone bust, including big name payday lenders such as Wonga and QuickQuid, leaving customers with legitimate claims getting significantly reduced payouts  - or even finding it's too late to make a complaint. For example, the 78,000+ QuickQuid borrowers due a payout will only get 30% - 50% of what they're owed. See what to do if your firm has gone bust.

4. Even if a lender DOESN'T go bust, you still might get less if you wait. High profile lenders are seeking "schemes of arrangement" where they get special permission to pay mis-sold customers much less. See why you shouldn't delay your reclaim. 

If you're currently in financial hardship, see our Debt Problems guide for what to do and where to get help.

illustration

Payday loans have been widely mis-sold. Here's why you could make a reclaim

There are many different types of bad credit loans, but payday loans saw a boom in popularity after the financial crash a decade ago - though they've hit a downward swing in the past few years. Payday loans are designed to be short-term loans of £100 to £1,000 that – as their name suggests – tide you over to the next payday, at which point you have to pay back the amount you borrowed, plus the interest accrued.

The trouble is they're often far too easy to get. As a result, many borrowers have been stung by tricks used by payday loan firms, as well as their lending decisions, and have ended up struggling to pay their loans off, running up hideous amounts of interest.

The Financial Ombudsman Service (FOS) found in favour of more than 60% of complaints about payday loans in the latest quarter (January - March 2021), criticising the behaviour of those lenders as "unacceptable".

Following the demise of the UK's largest payday loan firm, Wonga (which went into administration back in 2018), MSE founder Martin Lewis said: 

'Payday loans are for most a flawed concept' 

"The payday loan industry was built on the back of marketing, not need. They sold people the concept of a need to create a demand, then pushed products. Payday loans are for most a flawed concept. How many in dire need this payday would see such an improvement within a month that they not only not need to borrow again, but could repay last month's loan plus the huge interest?

"It made it too easy – some even told anecdotes of drunk people, coming home, watching gambling on TV, seeing Wonga's ads then pushing the button for instant cash at 5,000% APR to bet with. And as many couldn't afford to repay, payday lenders made people sign up to immoral agreements that meant cash could be taken directly from their bank accounts without request."

Some inspiration... 'I received a payout of £6,106' 

MoneySaver Joseph was inspired to reclaim from SIX payday loan companies after he heard about it on MSE, he emailed us to say:  

I have been fighting six payday loan companies. And I'm proud to say, I won. I beat them ALL. I would like to personally thank Martin for raising this issue in the first place, and letting me know I could claim monies back from these terrible payday loan companies who lend people money irresponsibly. 

After I took my case to the ombudsman I got £6,106. I'm gobsmacked at how much I have been able to claim back. This money has been used to clear every single debt I have over my head, and I am now debt-free completely. 

After using MSE's free payday loan reclaim tool, MoneySaver Nat emailed in to say:

QuickQuid just kept allowing me to increase the amounts I borrowed, even though I started to accrue a string of debts with other payday lenders. It didn't seem to matter that I had these other financial commitments – they were happy to renew and increase the amount each time. It became a vicious cycle.

I used the Resolver tool. They didn't need to see any evidence, just my written account of how I felt they should not have lent to me in my financial situation and how it lead to a very anxious and stressful situation. Almost two months later, I received a payout of £4,172!

But payday loans aren't the only culprit - you can reclaim logbook, instalment, doorstep & rent-to-own loans too

Payday loans are not the only type of short-term high-cost loan you can apply for if you've bad credit. Just like payday loans these loans are often far too easy to get. But no matter what type of loan you have, your lender must check you can afford your repayments and treat you fairly. If not, you have the right to complain and possibly grounds for compensation.

Here we run through how they work and what you can expect to pay:

  • 1. Logbook loans are loans secured on a vehicle, eg, a car

    Logbook loans are loans secured on a vehicle - typically a car, but can be a truck, van, or motorbike - meaning the lender owns your vehicle until you've paid back the loan. You can keep on using your vehicle as long as you repay the loan. Typically you'll be able to borrow between £500 and even up to £50,000 - depending on the value of your vehicle. 

    Logbook loans are used in England, Wales and Northern Ireland. They are not available in Scotland – if you’re offered a loan there, it’s likely to be a hire-purchase or a conditional sale, so check carefully what is involved and how it works.

    However, logbook loans are expensive. Typical APRs are 200% - with some as high as 400%+, so this is a very expensive form of credit.

    For example, if you borrowed £1,500 from Logbook loans 247 over 18 months, which has a rep APR of 277.57%, you'd pay back a total of £3,660. This means for every £100 you borrow, you pay back £244. 

  • 2. Instalment loans or "short-term loans" you pay off in instalments

    An instalment loan, also known as a "short-term loan" is similar to a payday loan, but has a key difference: with a payday loan, you are expected to repay your full loan plus interest in one lump sum, however with an instalment loan you are able to spread the cost of your loan with monthly or weekly equal instalments. Typically, you'll be able to borrow between £100 and £1,000. 

    These loans are very expensive with a representative APR of around 500%.

    For example, if you'd borrowed £1,000 over six months from Satsuma loans, you'd have to pay a rep APR of around 535% and £1,896 in total. In other words, you pay back £189.60 for every £100 borrowed. .

  • 3. Doorstep loans - also known as "home credit" - is where someone comes to your home to collect your payment

    Doorstep lending – also called home credit – is where a collector comes to your house to take your repayments. Like instalment loans, you won't pay back the loan as a lump sum, but rather, you'd make weekly repayments. 

    Similar to instalment loans, these loans are very expensive with representative APRs typically hovering around 550%. But usually these loans are for £600 or less.

    For example, if you'd £300 from Loans at Home, a popular provider, you'd have to pay £19.50 every week for 26 weeks. Repaying a total of £507. So for every £100 you borrowed you'd need to pay back £169.

  • 4. Rent to own is where you pay for things like cookers, TVs etc in instalments

    Rent to own is when you pay for household items, like cookers, televisions and freezers in instalments instead of paying the full cost up front. At the end of your term, depending on what you agreed, you might own the item outright, but you might not. Instead, you might be given the option to purchase (or upgrade) the item for an additional charge, or return the item. 

    While rent to own is still very expensive relative to cheap high street lending, a price cap introduced in 2019 on payable interest and charges is now limited to the cost of the product. So if the cost of an item is £89, the most you can be charged in addition to the cost of the product is a further £89. 

    For example, if you buy a fridge from a rent-to-own company for £250, you will pay no more than £500 in total, including interest and other charges. 

How do I check if I was mis-sold a payday loan or any other short-term bad credit loan?

Before lending to you - no matter whether it's a payday loan or other type of short-term bad credit loan - loan firms MUST check your finances to make sure you can afford it and also give you all the key information. If your lender hasn't followed these rules then you have grounds for a complaint.  

This isn't a gesture of goodwill, it's part of the good practice customer charter and rules imposed by the Financial Conduct Authority, the body that regulates all financial firms in the UK. 

The main reason you may have been mis-sold is because you should never have been lent the money in the first place.

For example, if you earn £400 a month and you're given a payday loan for more than this, it should be clear to the payday lender that you wouldn't easily be able to pay back the loan – in fact you would probably get into a situation where you needed to borrow more money to try to pay it back.

As payouts can be worth £1,000s, it's worth checking if you were mis-sold.

The mis-selling checklist

You can put in a claim for compensation from both existing loans and loans you've already paid off, as long as you raise the case within six years of taking out the loan. 

Here are the main mis-selling categories – if you fit one of these, you're likely to have a case:

  • The lender didn't make clear to you how much it would cost you in total to repay the loan. You should have been given an example of the price for each £100 borrowed, including fees and charges.

  • You weren't given full or accurate information about how and when to pay back your loan. The lender didn't tell you how continuous payment authorities (CPAs) work. They are often used by loan providers as a way to take recurring payments via a debit card, or sometimes a credit card. 

  • The lender didn't sufficiently check your finances or personal situation to make sure you'd be in a position to pay back the loan. Here you can take such factors into account as your age, mental health, employment status, income, expenditure, proof of identity or financial history.

  • The lender didn't tell you that your type loan should not be used for long-term borrowing or if you're in financial difficulty. There should have been adequate warnings about loan best practises.

  • You weren't told by the lender what to do if you have a complaint. This means it was unclear to you how to deal with any issues you might have had with the loan.

  • The lender didn't include a risk warning about late repayment in its advertising. This includes online advertising, or advertising that was sent to you by email or text message. 

If you were treated unfairly, you could also be due redress

Being mis-sold is not the only reason you can make a complaint. Once you have the loan, you're a customer of the loan firm and it has a duty to treat you fairly. If it doesn't do this, you could have grounds for a complaint and a reclaim. Even if your situation doesn't fit one of the reasons below, if you still feel like you were treated unfairly, you may still be able to make a successful reclaim:

  • The lender didn't deal with you "sympathetically and positively". For example, if you were struggling to repay the loan.

  • The lender didn't offer to freeze interest and charges if you were unable to make payments under a reasonable repayment plan.

  • The lender didn't tell you about free and independent debt-counselling organisations. See where to get free advice in our Debt Help guide.

  • The lender pressured you to extend the loan. Or didn't tell you about the risks of extending the loan, or make it clear exactly how much it would cost to extend the loan.

  • The lender didn't sufficiently check your finances or personal situation to make sure you'd be in a position to pay back the extended loan. Here you can take such factors into account as your age, mental health, employment status, income, expenditure, proof of identity or financial history.

I think I was mis-sold a payday or short-term bad credit loan – how much can I get?

No matter what type of loan you had (or still have) - whether a payday loan, logbook loan or any other type of short-term bad credit loan - it's all about being put back to where you should have been if you'd been treated fairly or not mis-sold in the first place.

We've seen reclaims ranging from £10s to £1,000s over the years, but as a general rule, here's what you can expect (the same principles apply whether you were mis-sold or treated unfairly):

  • You will likely be refunded interest PLUS any fees and charges from the time you were mis-sold or deemed to have been treated unfairly. The reason you'll get the interest plus any fees and charges back is because this is essentially the cost of the loan – a cost you’d never would have paid unless you’d not been mis-sold the loan in the first place.

    If you make a successful mis-selling reclaim, you will likely be refunded MOST, if not all, the interest, fees and charges (if you were charged those) since the mis-selling happened when you first took out the loan. Since the interest makes up a considerable portion of the total amount you repay, these reclaims can be sizeable.

    If you make a successful reclaim based on being treated unfairly, the amount of interest, fees and charges you get back will be from the time you were unfairly treated. Some customers will find they were treated unfairly from the outset, and will therefore get most of their interest, fees and charges back, but others might get proportionally less.

  • You can claim interest on the total amount of your refund. On top of the refund, you can claim 8% interest per year on payments from the date they were paid to the date of settlement. This is basically interest on top of interest plus any fees and charges that might have been charged. Here's an example:

    If your refund was £1,000 from one loan exactly four years ago, you'd also have 8% of £1,000 (£80) added for each of the four years, so 4 x £80 = £320.
  • You can request for 'black marks' on your credit report to be removed. As well as a refund, you can ask for any poor payment records on loans deemed to be 'unaffordable' to be removed from your credit report. It's not done automatically, but if you use our reclaim tool, Resolver will prompt you to request this. The credit reference agencies take instruction from the lender, so it's up to the lender to request to remove them.

  • For loans secured against an item or tied to a purchase - such as logbook loans and rent-to-own, you can expect a refund on the interest and charges and the following: 
    • For logbook loans, if the vehicle has been repossessed the firm would be asked to return it. If they are unable to do so (if the vehicle has been sold, for example), then you would be compensated for the value of the vehicle.

    • For rent-to-own, returning the repossessed goods would not usually be in your best interest. The Financial Ombudsman has confirmed that returning any repossessed goods would usually require reinstating the agreements and it would only insist on this if it was in the customer’s best interest. In cases such as this, where the customer is in financial difficulties it usually isn’t.

It's important to understand that you WON'T get the original loan amount refunded. You will still have to pay it back, since you have already benefited from the loan itself. If you've missed payments or are still only partway through your loan, you may still be left with an outstanding balance, which you will be required to pay. Though in some extreme circumstances, the Financial Ombudsman Service (FOS) told us you could get the remainder of the loan written off.

Make sure you know what you're due, so you're not short-changed. If your claim is rejected, or you're not satisfied with the final offer from the lender, it's simple to escalate it to the FOS – see below.

You CAN sometimes get money back if your lender's gone bust... but DON'T leave complaining until then

It's still possible to make a mis-selling complaint after a firm has gone bust. However, leaving complaining until then will significantly reduce what you're likely to get back. So in short: DON'T wait to lodge a complaint. Do it now. 

The company I borrowed from has gone into administration - how much will I get back? 

How much you'll get all depends on how much money is leftover and how many creditors this has to be shared between. Unfortunately, customers of payday lenders are at the back of the queue of people owed, being counted as 'unsecured creditors'. 

This means they're unlikely to see all the money they're due and could be waiting months. Wonga customers only got 4.3% of the compensation they were owed. So if you were due £1,000 in compensation, you'd have only got £43. 

Even those who get their claims in just before a company goes bust may not get any more than those who filed theirs afterwards – it all depends on the administrator. So in short:

My lender's gone into administration - is the complaint process still the same? 

If your lender goes into administration, you need to make a claim to the administrators. There is normally a simple form for you to complete, and your lender's website should have the details. You may not get much back, but importantly if you win your complaint you'll be able to request that any negative marks on your credit file are removed. 

Important: After the period of administration is over, the company will be "liquidated" and it will then be too late to make a complaint. It is now too late to make a complaint about these lenders: Wonga, Wageday Advance, the Money Shop, Payday UK, Payday Express, QuickQuid, and Pounds to Pocket. 

What happens if my lender goes into administration while I'm still paying off my loan?

If your lender goes bust and you're paying back a loan, you're likely to have to continue paying until the administrator tells you otherwise. But, you can still put in a complaint. In some cases, what you're owed for being mis-sold could be wiped from the ongoing loan. You could be due the interest and charges and interest on all of that too.

NEW Had a loan with Provident, Satsuma, Glo or Greenwood? Here's what you need to know. 

It's now too late to submit a new mis-selling claim for loans issued before 18 December 2020. A dedicated claims portal for those who believed they had been mis-sold to closed on 28 February 2022. 

A spokesperson from Provident Financial Group has confirmed that redress payments for mis-sold loans will be capped at just 4p to 6p per £1 owed meaning borrowers who took out loans between April 2007 and 17 December 2020 (the date Provident decided to set-up a legal redress programme known as a 'scheme of arrangement'), will get back less than 10% of what they are owed. These payments will be made in July. 

If you think you were mis-sold a loan on or after 18 December 2020, you can still submit a complaint to Provident. Call its complaints helpline on: 0800 121 8034 or use its online complaints form. Here, your complaint will go through a normal complaints procedure outside of the separate scheme of arrangement.

This means if you're not satisfied with Provident's proposed resolution, or eight weeks have passed and your issue has not been resolved, you can refer your complaint to the Ombudsman. Read our full guide to complaining to the Ombudsman. 

Had a loan with QuickQuid or Pounds to Pocket? Here's what you need to know.

In its latest progress report, joint administrators at Grant Thornton have revealed that affected borrowers will receive a payout of between 53.5p per £1 of interest, fees and charges paid on their mis-sold loans (plus 8% interest on top). These refunds are expected to be paid by the end of March 2022. We've got more information on this on our news page. 

It's now too late to submit any new mis-selling claims to QuickQuid or Pounds to Pocket. A dedicated claims portal for those who believed they had been mis-sold to was open between August 2020 and 14 February 2021. Successful claimants should have received a decision from Grant Thornton within 120 days of making a complaint, which should also have detailed how much they were likely to get back. 

If you need any information relating to your claim or you need to update your bank details for payment, contact CashEuroNet's customer services on 0800 0163 250.

If your loan is with ANY of these payday lenders - you can make a reclaim

While many payday lenders have gone into administration, there are some that are still in business. Here are some of the main lenders, if you had a loan with any of them and believe you were mis-sold, start your reclaim today. 

Lending Stream, Fernovo, Ferratum, Mr Lender, Moneyboat, Smart Pig, CashASAP, CashForUNow, Fast Loan Uk, LoanPig, Kabayan, MyKredit, Oakam, QuidMarket, Savvy, WageMe, Wizzcash. 

Doorstep lender Loans At Home went into administration in March 2022. Here's what you need to know:

All existing loan agreements remain in place, and will not be affected by the administration process. However, the firm is no longer able to issue new loans. 

It's not yet known how much customers with active complaints can expect to get back. We will keep this page updated as we learn more. 

If you believe you were mis-sold your loan, or have a complaint about the way you've been treated by Loans At Home, you can still lodge a complaints by calling: 0808 164 4452, or emailing: complaints@loansathome.co.uk. 

Payday lender MyJar went bust in 2020. Here's what you need to know:

Payday loan provider MyJar went into administration in December 2020, becoming the latest in a long list of collapsed loan providers. 

If you have submitted a complaint, you should receive an email by 30 April 2022 confirming the amount you'll be paid. 

If you haven't already submitted a complaint, it's unclear whether or not you will be eligible for a payout. However, if you believe you have a valid complaint, you should still contact the Customer Support team as soon as possible online or by calling: 020 3006 2000.

How to reclaim for FREE

If you think you were mis-sold or treated unfairly and you want to make a complaint, the process is quick, simple and (importantly) free. Just use our free online reclaim tool via complaints site Resolver or use our template letters - you can use the tool for payday loans or any other short-term, bad credit loan.

If you complain to your lender via Resolver, it'll help escalate your case too. It will prompt you to contact the Financial Ombudsman Service (FOS) after eight weeks, so if your complaint's rejected, or you don't hear back or aren't happy with the final offer, the FOS will look at your case (though you must escalate it within six months of the rejection/final offer). 

You don't need to use a claims management firm

Claims management firms may advertise as 'no win, no fee', but if you do secure a payout, some charge a huge fee – between 24% and 36% including VAT. 

Shockingly, 60% of people who went as far as the ombudsman to get compensation last year for mis-sold payday loans faced losing a hefty portion of their payout in fees to claims management firms.

But, it's simple to reclaim yourself, for free. 

Don't want to use Resolver? Use our free template letter to do it yourself

We know some people would prefer not to use the online tool, so if you prefer you can submit your complaint directly to the payday lender, using our free template letter to help.

Speak to the payday lender or check its website for the address of the complaints department. Generally these things are best done in writing, but if that's too difficult, don't worry about calling. Just ask it's noted down as a formal complaint, and also ask for written confirmation.

Don't feel you have to be formal. Just explain the point clearly, concisely and honestly as if you were explaining to a friend why you've been wronged. To help, we've put together a template letter to start you off – download it and fill in the blanks. (Use it to help start you off, but the more you write in your own words, the better.)

Template letter: Bad credit loan reclaim.

Important: Keep a copy of the template letter – it'll be helpful if you end up needing to go to the ombudsman.

But there's something crucial you need to understand. At this stage, reclaiming's like a game of 'who blinks first?' Your payday lender may say "no". If so, don't worry. You can take your case to the FREE ombudsman (see below). 

No response? Rejected? Escalate your case for FREE with the Financial Ombudsman Service

If you don't hear back from the lender after eight weeks, your complaint's rejected, or you're not happy with the response, you can escalate your complaint to the free, independent Financial Ombudsman Service. This is the official, impartial body for settling disputes between individuals and financial companies.

To begin your complaint, you'll need to fill in the ombudsman complaint form. 

As with the first letter to your lender, which you could always copy and paste, don't feel you have to be formal. Explain the point clearly, concisely and honestly, in your own words, just as if you were explaining the situation to a friend.

For help to fill it out: Complaint form help.

If you need help filling this in, you can call the FOS on 0300 123 9123 or 0800 023 4567, and it'll guide you through the claim, or use our step-by-step guide above. It's written in Microsoft Word so you can easily cut and paste sections or print it and have it next to you as you're filling in the ombudsman's form.

You can send it back by post or fill it in online. Attach any paperwork to back up your case.

The ombudsman will send you a confirmation letter to say it'll look into your case and get back to you if it needs any more information.

The ombudsman will decide whether the circumstances under which the payday loan was sold were unfair, then decide what redress is required. In most successful mis-selling cases, this means a refund of interest, fees and charges you may have paid.

Share this guide
MSE Forum

Have your say in our forum!

Reclaim payday loans for free

Spotted out of date info/broken links? Email: brokenlink@moneysavingexpert.com

MSE tools & calculators

Clever ways to calculate your finances 

Cheap Energy Club

We ensure you're on the cheapest tariff

Tool

Loans Eligibility

See which loans you've the best chance of getting

Tool

Credit Card Eligibility

See which cards are likely to accept you

Tool

Mortgage best buys

Compares thousands of mortgages

Tool

Mortgage Calculator

Eight calcs for all your mortgage sums

Tool

Free complaints tool

Resolver – the automated complaints system

Tool
Tools and calculators

What the * means above
If a link has an * by it, that means it is an affiliated link and therefore it helps MoneySavingExpert stay free to use, as it is tracked to us. If you go through it, it can sometimes result in a payment or benefit to the site. It's worth noting this means the third party used may be named on any credit agreements.

You shouldn’t notice any difference and the link will never negatively impact the product. Plus the editorial line (the things we write) is NEVER impacted by these links. We aim to look at all available products. If it isn't possible to get an affiliate link for the top deal, it is still included in exactly the same way, just with a non-paying link. For more details, read How this site is financed.

MoneySupermarket.com Financial Group Limited is authorised and regulated by the Financial Conduct Authority (FRN: 303190). The registered office address of both MoneySupermarket.com Group PLC and MoneySupermarket.com Financial Group Limited (registered in England No. 3157344) is MoneySupermarket House, St. David's Park, Ewloe, Chester, CH5 3UZ. MoneySavingExpert.com Limited is an appointed representative of MoneySupermarket.com Financial Group Limited.