Resolver has helped over 80,000 people claim back fees and charges for mis-sold payday loans. Our users reclaim an average of £800 each for their payday loans.

And, as usual, we don’t charge a penny.

We’re not a claims management firm. We’re a not-for-profit that gives you the tools you need to make a claim yourself in just a few clicks.

Making your mis-sold payday loan claim is easy and only takes a couple of minutes.


Was your payday loan mis-sold?

 

  • Were you sold multiple payday loans in quick succession?
  • Did you borrow to top up existing loans?
  • Did your payday loan debts stop you from being able to pay your living costs?
  • Did you take out payday loans to fund problem gambling?

 

If you've answered yes to any of these questions, your loan wasn't suitable for your financial situation. It may have been mis-sold.

If your loan was mis-sold, you're due a full refund of interest and charges paid plus compensation of 8%.

 

 

 

What happens when you make a complaint?

 

  • If you complain, your payday lender should acknowledge receipt promptly
  • If you aren't satisfied with the response, you can raise your case with the Financial Ombudsman Service (FOS) after eight weeks
  • Each complaint is assessed individually by FOS
  • In the first instance, lenders will always try to resolve your complaint before you need to refer it to the FOS

FOS has published guidance about what you can expect when you escalate.

 

 


 

How much can payday loans cost?

 

Changes made by the FCA in 2015 have introduced a cap on the cost of payday loans.

These high-cost short-term credit loans are now limited to a total cost cap of 100% of the amount borrowed.

This includes interest, fees and charges, and means that you should never have to pay more in fees and interest than the amount you’ve borrowed.

How much interest can payday lenders charge?

Since 2015, payday lenders have been limited to charging an interest rate of no more than 0.8% per day. This includes any fees, and is based on the amount you’ve borrowed. If you find that you’re paying more interest than this, Resolver can help you make a complaint.

 

 

 


 

Payment problems

 

What happens if I can’t pay back a payday loan?

If you find that you can’t pay back a payday loan, don’t panic.

The Financial Conduct Authority (FCA)'s rules say that payday lenders must treat you fairly if you’re having trouble with repayments.

This means that they have to work with you to find a solution that gives you enough time to repay your debt.

Additionally, the FCA’s rules forbid creditors from using oppressive behaviour when seeking to enforce a loan. If you feel that your lender is treating you unfairly or aggressively, you should start a new complaint about the way they're treating you.

If you're still unhappy with their response, you can consider escalating your case to the Financial Ombudsman Service (FOS).

Additional advice

These numbers are free to call from landlines and mobiles

Financial Ombudsman Service - 0800 023 4567

Stepchange - 0800 138 1111

National Debtline - 0808 808 4000

If a lender finds that you are unable to pay back the loan by the due date, the lender can register a default against you. This will show up on your credit record, which may harm your chances of securing finance in the future. Lenders are obliged to send out a default notice 28 days before actually registering a default. Your rights say that you are entitled to complain if a lender registers a default in your name without prior notification.

If you find that you can't afford your repayments, contact your lender immediately. Ask them to put your payments on hold.

Most short-term lenders will allow you to suspend payments for 30 days. This lets you set up a repayment plan or seek debt advice (for debt advice, please contact Stepchange - details are listed above).

 


In summary


  • If you're struggling, you should always be allowed to work out a repayment plan.
  • Aggressive or unfair debt enforcement isn't allowed.

 

 

 


 

Can payday loans take money from my account?

 

Many lenders use continuous payment authorities (CPAs). CPAs let them take repayments directly from your account.

The FCA's rules say that lenders can't keep trying to take payments from your account after two failed attempts. They should also stop after you’ve told them you can't pay.

Resolver can help you get in contact with your lender and your bank. We advise you to do this as soon as possible, as it'll stop lenders from taking further payments.

Payday lenders should also tell you in advance how a CPA works.

CPAs should also warn you when they're going to take money from you.

If this didn't happen, you should make a complaint via Resolver.

 

 


 

The incorrect amount has been taken from my account as a repayment

 

If you find that a payday lender has taken the incorrect amount from your account as a repayment, you should contact the lender via Resolver as soon as possible. Payday lenders should make the amount of money due in repayments clear to you. If you feel they haven’t, you have the right to complain.

A payday lender has taken money out of the wrong account

If, unusually, a payday lender has taken payment from the wrong account without your consent, you have a right to complain and to receive a full refund for the amount taken. Start a case using Resolver, including as much detail as possible.

What can I do about payday loan fraud?

In rare cases, fraudsters will use stolen information to take out payday loans. If you believe that a payday loan has been fraudulently taken out in your name, you must take immediate action. Use Resolver’s free tool to contact the lender and explain the situation.

There is incorrect information on my credit record

If you have taken out a payday loan and notice there is incorrect information on your credit record, you need to raise the issue and why you feel this is wrong. You can check your credit rating with a credit reference agency. Experian, Equifax and Call Credit are the three largest used by lenders. If the issue is not your fault, you should ask to have your credit record corrected. You can submit your request via Resolver for free.

 


Payday loans complaints tool

Working with

With Resolver you can send your case to key ombudsmen and regulators including:

Furniture ombudsman Ombudsman services Financial ombudsman service C e d r Gambling commission Consumer dispute resolution Transport focus logo

Resolver is a member of

Advice u k Justice C t s i Ombudsman association Trading standard approved