So in summary, they can't be bothered to send you a final response as they believe they can prejudge any FOS decision? Not sure DISP rules suggest this is allowed but there you go!! Likewise they claim to have made checks but aren't willing to provide them? Have a look through the Ombudsman Decisions website, it doesn't appear the firm are bothered that the majority of complaints send for a decision are upheld in the customers favour. It seems an odd response in it's tone, there seems an undercurrent of threat to it? I'm not sure if it's deliberate or otherwise - in any event I think it's worth a FOS complaint.

Afternoon all, Thanks for all your help, the firm have finally paid out following the sending of the death certificate. Alas they didn't refund the GP's report (they quoted their T&C's where its up to claimants to provide the evidence) but i'm happy with the result. Best Wishes

Thanks again. Uncle B - one of the key reasons we went with this specific insurer was they had no upper age limit and they were happy to accept the risk following disclosures of health, age, type of holiday, place of visit etc. Dacouc - the insurers definition of insured person is "you/your", nothing in this definition about relatives. Having read both the Keyfacts and Policy wording, there is nothing specific regarding cancellation due to relatives health over and above “unavoidable and due to an event which is beyond your control”. There is a statement regarding curtailment of the hol due to a relatives illness/death, however I can't see how this is applicable in this scenario. Thanks again.

Thanks again Uncle. A couple of points with your response. Whilst my 93 old aunt wasn't in the best of health, (again, who is at that age) we had no indication anything untoward was to happen. However one of the reasons insurance was taken out was to cover such a possibility that if something did happen, the insurance would come into play. At no time did the insurer enquire about any relatives health, again why would they? We didn’t “tick the box” regarding the insurance as my parents were too old for the provider to quote, we went direct via an specialist provider. All questions, including these on Health on my parents were all answered truthfully, which resulted in a premium loading which was paid without quibble. Regarding the insurer T&C’s, these have been checked. The wording states you are covered for cancellation cover where cancellation is “unavoidable and due to an event which is beyond your control”. I suppose the question here is regarding the likelihood of something happening. Of course a 93 year old woman is at a greater risk of illness and death, however how were my parents supposed to know when it would happen? I cannot see how it can be considered a known issue, however I’ll get the form completed and see what the insurer says. Thanks again for all your help.

Thanks to you both. We're not particularly well versed to insurance claims, hence a bit confused why they were asking for a 93 year olds medical report when they had nothing to do with the holiday itself, just the cancellation. I suppose we were concerned that any 93 year old would not be in the best of health, no doubt the medical report will suggest this and the company were looking for a reason not to pay out.

Thanks Uncle. I suppose as the relative was in her 90's, although she wasn't in the best health (few are at that age), it was hardly unexpected. I'll get the forms completed and see what they say. Thanks again.

Hi, I bought my parents a UK coach holiday and, as they're both pensioners, travel insurance which included cancellation cover as both have had illness in the past. Unfortunately, a direct family member became ill a week before they were due to travel and they decided to cancel the holiday and visit her instead. The family member sadly passed away 2 weeks later. The insurer sent out claim forms, these were completed and returned along with a death certificate which was required. Last week, the insurer wrote back requesting additional evidence for the deceased, namely the completion by the deceased's GP of a long winded complicated medical form? The cost of which, needless to say we have to pay. Is this fairly standard? Or, is it a ruse by the insurer to find a way to avoid paying the claim? If it was either of my parents that became ill, I could understand a medical form being required, but for a family member?? Thanks for your help, any advice would be appreciated.

You can approach FOS once the 8 week period has expired, or if you receive a final response - whichever is sooner). You also don't have to tell Payday Express that you're approaching FOS.

Morning dx. Re your statement of being able to claim charges incurred because of PPI, this is interesting as 2 previous claims, both banks (Citi and RBS) refused to entertain a refund? Have you any links from FOS/FCA I can quote to reclaim as I've been unable to find anything on the web? Cheers TT

WDA claim “I can confirm that Wage Day Advance do require bank statements to verify the income and expenditure form that you have sent into us”. Send them a basic I&E form available from the National Debtline website and ask WDA which specific piece of regulation today allows them to request such personal evidence? If they can’t provide it, take their final response and take it to FOS. Don’t allow this complaint to rest. I’d also ask - Has interest been suspended on the account? If not, why? https://www.nationaldebtline.org/EW/information/dealing-with-creditors/Pages/default.aspx What’s happening with the DPA breach? You could be cheeky and raise a separate complaint regarding their breach of data protection. This would of course result in a 2nd complaint to FOS (and a 2nd bill of £550 to be paid by WDA). Whatever you decide here, please make sure the ICO are aware.

Can I just check? WDA have sent yours and others, personal information onto another 3rd party?? Total incompetence. Use this as evidence for your FOS complaint but also make a complaint to the Information Commissioner straight away as it's clear they've a disregard for the ICO rules.

http://www.fca.org.uk/static/documents/requirement-notices/ahl-vreq.pdf Looks like the FCA are beginning to show their teeth. 3 issues noted with AHL/Cash Genie. (a) a systems weakness and other matters that may have allowed unauthorised charges to be applied to AHL customers' accounts; (b) potential misuse of banking information provided to affiliated websites to repay outstanding debts of existing AHL customers who are in arrears; and © a number of issues in relation to the refinancing (I.e. rolling over) of customers' loans. The regulator has instructed CG to carry out a S166, where they have toa ppoint an independent 3rd party to ensure the remediation work is carried out in a fair manner. CG will undertake (a) an Investigation to Identify whether or not consumers have been affected by any breaches of contractual and/or regulatory obligations applicable at the relevant time as a result of the Issues Identified In paragraph 1.2 and, If so, the extent; and (b) a scheme for assessing the redress that would be appropriate in any Instances of breach

Towie81, "is this a fact?" No, it's my opinion, hence the question?? Have a read through of the fca consultation paper, see if you can spot the bits where it suggests the random charges mr lender consider fair will be allowed in the future?

Cancel the CPA with the bank. Email mr Lender, tell them to cancel the CPA (this will probably be ignored so read up on Chargebacks). Send them payment the payments that you can afford. mr lender will have a little hissyfit, stamp their feet.

Good to see Mr Lender are up to their old tricks. Random fees. £60 of charges? That's a lot of tea bags? I wonder if they're reading this thread?!! Hi if you are?!!! Turn it back on them, the FCA state (Mr Lender don;t like these) a complaint as: ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’. Now, Mr Lender have ignored your this by not acknowledging your complaint! Points in your corner, trying to suggest charges will be applied unfairly! Again,points in your corner. They're trying to profit for your misfortune.

Sashawi, Don't be bullied into paying charges which cannot be justified. I'm of the opinion Mr Lender are profiteering before their business model of adding charges for going for a cuppa is removed later this year as it is nothing more than profiteering. Send a formal complaint and start the FOS clock ticking. Its quite likely your complaint will be ignored as they're busy having cups of tea at your expense and they will try to add on charges regardless. Keep a note of everything and ensure your bank account is secured. TT.

There are clear rules on forebearance and fair treatment of customers. This means customers must be treated fairly (in my experience, Mr Lender have no idea of this) and unfair charges, penalties and interest are entirely unfair and they are clearly not taking into account your personal circumstances. Lodge a complaint with Mr Lender regarding their unfair treatment. Tell (don't negotiate) them what you can afford to pay and when you can afford it Make payments when you say you can. Ask them why their random fees are fair and take into account your personal circumstances. How are they justifying "charges" for £20 on h, 18th and 23rd July? £60 for what in 3 days? What tasks are they undertaking to feel they can charge such fees?!?! "Therefore in order to assist you we will require a payment of £120.00" £120?! What for?!?! For some random desk monkey to press a few buttons?!!?!? It seems Mr Lender want to charge you £60 random fees, plus £120 for chuff knows what and not reduce your debt at all?!! Thus putting you further indebt?!?!? My lord!! I would love to see the justification for this!!!! Call me cynical but would Mr Lender trying to get as much £££ off individuals before their licence is revoked/handed in after November 2014?? This business model is entirely against what the FCA is suggesting. Stay off the phone at all times!!! I had a similar issue with Mr Lender a few years back, they did back down eventually when FOS intervened. Whilst it may take a formal complaint for them to listen and deal with a complaint, you might have to do the same. Keep a log of everything, all emails and phone calls and you'll get there in the end.

Keep a log of all your calls from Mr Lender. Their notorious for "losing" payment plans agreed over the phone and are ready raiders of bank accounts. As for you waiting until they acknowledge emails - don't hold your breath. have you lodged a formal complaint against Mr lender yet? them? If not, do so and start the 8 week clock ticking for FOS. Please keep an eye on your bank account. if they try to lift your account, insist on an immediate chargeback. Complaint handling is not a priority with this company.

W, I think you could be right. The FCA have certainly shown their teeth the last few weeks with Wonga, Dollar and WDA all being on the end of an old fashioned “shoeing”. I would hope more are in the pipeline. PDL’s changing their business models? Some might, some I can see having a fire=sale between now and 1/1/15 with an increase in inflated/unfair charges being applied before handing back their licence. OFT were ultimately disappointing and couldn’t fulfil their mandate. The FCA? Well, they certainly seem a “proper regulator”? Best wishes.

http://www.fca.org.uk/news/fca-proposes-price-cap-for-payday-lenders The FCA’s key proposals are as follows: 1. Initial cost cap of 0.8% per day. For new loans, or loans rolled over, interest and fees must not exceed 0.8% of the amount borrowed. This lowers the costs for those borrowers paying a daily interest rate above the initial cost cap. 2. Fixed default fees capped at £15 – Protects borrowers struggling to repay. If borrowers cannot repay their loans on time, fees must not exceed £15. Interest on unpaid balances and default fees must not exceed 0.8% per day of the outstanding amount. 3. Total cost cap of 100% - Protects borrowers from escalating debts. Borrowers must never have to pay back more in fees and interest than the amount borrowed.

Taken from the FCA website. http://www.fca.org.uk/news/payday-firm-dollar-agrees-to-improve-lending-practices-and-refund-700000-to-its-customers Dollar, trading as The Money Shop, will repay interest and default charges to 6,247 customers. Due to a systems error they were given loans which breached Dollar's own lending critieria. Dollar operates in the UK under the trading names of Payday UK, Payday Express, The Money Shop and Ladder Loan

I posted this elsewhere, apologies for the duplication. Sorry your getting grief from this company. You've made a reasonable attempt to mediate, they've refused it. This is their problem not yours. Put a formal complaint in telling them what you're able to pay. WDA are under scrutiny for - • communications with customers including telephone callsicon, SMS, online, written and any other form of interaction with customers, • the collection of payments including the use of continuous payment authorities, • the application of fees and charges, • the management of accounts in arrears, including the provision of appropriate forebearance to customers in financial difficulties, and • complaints handling http://www.fca.org.uk/your-fca/docum...e-limited-vreq Don't be bullied, start fighting back. If they don't play ball, escalate to the ombudsman.

Jamezon, Sorry your getting grief from this company. You've made a reasonable attempt to mediate, they've refused it. This is their problem not yours. rene suggested on 2nd June you put a formal complaint in? Have you? You must report this shower, the FCA have been sniffing around PDL's and Wage Day Advance are already under scrutiny for - • communications with customers including telephone calls, SMS, online, written and any other form of interaction with customers, • the collection of payments including the use of continuous payment authorities, • the application of fees and charges, • the management of accounts in arrears, including the provision of appropriate forebearance to customers in financial difficulties, and • complaints handling http://www.fca.org.uk/your-fca/documents/requirement-notices/wageday-advance-limited-vreq Don't be bullied, start fighting back.

Same old Mr Lender. You've stood up to them and they've crawled back under their rock. Can I ask did their response provide a complaint acknowledgement and confirmation that this is being investigated? They have 8 weeks from receipt of your complaint, not what they think As per usual have they're (as rene said) trying to be your new best buddies and reduce the unenforceable and made up charges?

Markie, What date did you lodge your complaint? Mr Lender have 8 weeks from this date to send you a final response before FOS can investigate. Mr Lender are playing you by not acknowledging your complaint thinking they can bully you into submission. It's up to you whether you approach Freeman, in my experience they'll hand it back to one of the admin monkeys (and I apologise to all primates out there) without bothering to read it. You can make a complaint to the OFT immediately without waiting any response. Send one off without further ado as it's clear mr lender still believe rules and regs do not apply to them. The OFT are all over payday lenders like a rash - have a read ofthe below. http://www.oft.gov.uk/OFTwork/credit/payday-lenders-compliance-review#.UwIBzGJ_tjc In response to their e-mail Unfortunately, a payment of £20.00 a month will not freeze your account from further charges.Why not? You're experiencing financial difficulties and mr Lender are point blank and deliberately refusing to help yuou As stated in my previous email, you have incurred the additional interest charge of £94.50, bringing your total balance to £424.50.request a full breakdown of all charges - including rationale/ what they're for, why they are being charged Our maximum repayment plans are only split over 6 months, which would be £70.75 per month. Why 6 months? 6 months is oirrelevant. refer to them to the OFT guidelines. you pay what you can afford to pay - not what they demand. They know this and are trying it on. In order to review your account further and reduce your monthly payments, please complete the attached Income and Expenditure form.no. send a simple income and expenditure form - no doubt they'll ignore this but stick to your guns. Please forward me the email address that you have been responding to, as we still have not received the emails you have previously sent, so I can look into this further for you. Please be advised that until we receive this payment, your account will remain in collections where you may receive automated texts and emails.you've asked them to stop, they've refused to do so. you've been in regular contact with an offer for payment which they are choosing to ignore. Ensure their refusal forms part of your complaint to FOS and the OFT