Frequently Asked Questions

Frequently Asked Questions

We try to answer all your Payday Loan claim questions on this website.

How long does the claim process take?

Claim time varies depending on each complaint. We aim to file a full complaint for you as quickly as possible. The complete process depends hugely on how long it takes each lender handle our original complaint. Credit companies have 8 weeks to reply by law, however requests for further information to assist their investigations may mean that this time frame slightly extends. If the claim is rejected by the credit company it can be submitted to the Financial Ombudsman Service for further review and on average this can take up to 90 days.

Am I eligible?

You may have been due a refund if one of the following applies to you…

The lender did not check your personal finance situation.
They did not make it clear on how much repaying the loan would cost.
Lenders were taking automatic payments, they did not warn you first.
You had to roll over a loan month to month.
You have had to have multiple payday loans at the same time.
You have had to take out another loan immediately after paying off a loan.
Did not tell you the payday loans are only short term.
They pestered you with phone calls.
They encouraged you to borrow further.

What do we claim back?

We request the Lender to issue a full refund of all interest and charges paid plus statutory interest of 8%; a waiver of any outstanding interest and charges and for any adverse information recorded on your credit file in relation to your loan(s) be removed

Can I make a claim myself?

Yes, of course you can. You can contact your bank/lender. If you are subsequently unhappy with the outcome, you can ask the Financial Ombudsman Service to look into this for you. Details can be found on the Financial Ombudsman website. We aim to make this process easier for you and can handle the claim and communication for you.

Will I need to pay anything up front?

We operate on a no win, no fee basis. However a fee will be payable if a case is not pursued at your request outside of the ‘cooling off’ period.

What is your fee?

Our fee is 30% (+ VAT) of the gross settlement amount. By way of example, if your gross settlement amount is £1,000, our fee will be £300 (+ VAT). Please see our terms and conditions for further illustrations.

We may terminate the Agreement if We become aware that You are pursuing your claim independently or if You fail to comply with your obligations under paragraph 4.1 or 4.6 and such failure results or is likely to result in Us being unable to manage your Claim effectively, in which case You will be liable to pay Us at our discretion an amount which We calculate, acting reasonably, as representing the costs We have incurred in relation to your Claim at the rate of £60 plus VAT per hour.

Does claiming affect my credit rating?

Making a claim against your payday loan does not affect your credit rating in the slightest. If we reclaim any money, it is only money that you deserve and money that the company has taken from you by lending inappropriately.

Do I need to have repaid my payday loan before claiming?

No. Whether you have repaid your loan or not, we will still request a full refund of all interest and charges paid plus statutory interest of 8%; a waiver of any outstanding interest and charges and for any adverse information recorded on your credit file in relation to your loan(s) be removed. In exceptional circumstances we will attempt to have any remaining loan balance written off in full

What is the procedure for getting a refund with Payday Loans Claimback?

We take some basic details from you including which lender you are looking to make a claim against. We would then issue a claim pack for you to return back to us once you have signed it. Once we have your fully completed claim pack we will submit your claim to the lender. We will keep you updated every step of the way.

How do I know if I can make a claim?

You may be able to claim if you can prove that the payday loan you took out was not affordable and the lender did not carry out the necessary checks before you took out the loan. Some examples can are:

  • The lender did not make the fees or charges you would have to pay clear to you
  • You have had to repeatedly take out loans as you could not afford to take out the initial loan
  • The loan repayments were a large portion of your income meaning you couldn’t pay it back in time as you needed to buy food and pay other bills

How long will it take to receive my claim pack?

A claims pack will take a few days to be sent to you. Please fill out, sign and return to us as soon as you can.



If your questions are not answered here, you can call us on 0800 231 5871.

If you have an ongoing claim, please feel free to call us on our Customer Service line 01535 959 515 or Email: