Scheme FAQs - Redress Creditors

Consumer (Redress Creditor) FAQs Business (Non-Redress Creditor) FAQs


If you did not receive an email from us on 19th July 2019 but think you should have, please let us know as soon as possible by emailing scheme@themoneyshop.co.uk. You can find out more information about what we are proposing in our Explanatory Statement by clicking HERE.

FAQs were updated on 14th October 2019

We are writing to everyone we think might be a creditor of Instant Cash Loans Limited (ICL) – which has also traded as The Money Shop, Payday Express, Payday UK and Ladder Loans – or one the companies which it owns.

Creditors are people to whom we owe money. You might be a creditor of ICL because you have taken out a short-term loan with ICL or one of the companies which it owns in the past. You may be entitled to compensation.

You may be affected if you have taken out a short-term loan with any of the following ICL companies or brands: Instant Cash Loans Limited, The Money Shop, Payday Express, Payday UK, Ladder Loans, MEM Consumer Finance Limited, Payday Express Limited, Inventive Finance Limited, Express Finance (Bromley) Limited, Cash Til Payday, Pay Advance, Payday Control, Fast Forward Loans, Payday Tomorrow, Payday Solutions, Wage Advance, Which Payday Loan, Payday Express, Loan Solutions UK, Payday Finance, www.paydayloansblog.co.uk, Wages Today, Express, Payday 22, Payday 29, Payday 36, Your Pay Today, Flexible Payday, Payday Manager, Money Bridge, Loan Lounge, Payday UK, Month End Money, MEM Advisors, PDUK, Payday Now, KW and Co, Three Month Loan, Keyes Whitlock & Company, My Payday Loan, The Payday Store, Ladder Finance, Ladder Credit, Ladder Loans, Kyzoo, Kyzoo Clear, Kyzoo Ultra, Kyzoo Classic, Kyzoo Flexi, Kyzoo Platinum, Kyzoo Vintage, Ladder, Ladrloan, Kyzoo Control, Kyzoo Black and Ladder Loans Lite.


The High Court approved the Scheme on 8 October 2019 and it came into effect on 9th October 2019.


Just click HERE to start the process, or use the Claims Portal button on our home page. Registering your claim through our online Claims Portal is quick and easy – just click on the Claims Portal button on the home page, and you’ll be taken through a quick process to identify you and register your claim. It’ll help if you have the Reference Code shown in a letter or email we have sent you recently, but don’t worry if you don’t have this - we will still be able to identify you from your contact details for any of the loans you may have taken out in the past.

Once you’ve registered your claim, we will keep in touch by email to let you know if there are any changes to your claim status.


Your Reference Code is shown at the top left of any letters we have sent about the Scheme, and in the body of any emails. It will always be eight numbers or letters separated by a dash:

       for example: A1B2-C3D4

If you’re not sure whether you’ve found the right code, give us a call on 020 3901 7440 or email us at scheme@themoneyshop.co.uk and we will check for you.

You can also register on the Claims Portal using the contact details you gave us when you took out a loan.


Once you’ve submitted your claim, you may not hear anything from us for a while. Towards the end of 2020, we expect to start telling customers about the outcome of our assessment of their claims. This will be our final decision but if you don’t believe we’ve assessed your claim fairly or correctly, you will be able to appeal to the Scheme Adjudicator. We will be providing details about that process when we let you know the outcome of our claim.

Your outcome letter will tell you if we are agreeing to any of your claims, and if so, the maximum amount of compensation you would be due. It’s very important to remember that it’s likely you will receive only part of that amount. We won’t know how much you will receive until the Scheme has closed and all customers’ complaints have been fully assessed. This is likely to be later in 2020.

We’ll keep you updated on what’s happening with your claim through the Claims Portal – whenever we make changes or upload a new message, we’ll email you to let you know or send you a letter, if you are not a Portal user.


We have been using the information we already have on file to get in touch with our customers. It may be that your contact details have changed since you took out your loan. If you think this might be the case, you can either:

  • Register on our Claims Portal using the contact details you gave us when you took out your loan, which could include your postcode at the time, or the loan reference number.
  • Give us a call on 020 3901 7440 or email scheme@themoneyshop.co.uk and we will do our best to help. If you have any loan documentation, please have it to hand when you talk to us.


Call our Helpline 020 3901 7440 and one of our team will try to help. If you can have your Reference Code (see Q4) to hand when you call, that will help to speed up the process.


Any complaint about Pawnbroking will not be affected by the Scheme as these are not covered by the same Irresponsible Lending Regulations. Only loans taken with ICL brands such as The Moneyshop, Payday UK and Payday Express are covered by the Scheme of Arrangement Redress Creditor population and a claim can be made via our Customer Claims Portal.

If you have a pawned item and would like to redeem or make a part payment towards your pledge, you can do so at any time during the length of your Pawnbroking Agreement. Please call us on 0121 726 1154 to discuss your repayment options from 9am – 5pm on Monday to Friday.

We estimate that the average timeframe from payment to receipt of your item to be 8 to 10 working days.


If you have a complaint about foreign exchange or fraud that does not relate to a loan you took out with us, you will be entitled to share ICL’s remaining assets with its other creditors such as suppliers and landlords. We expect that you will receive approximately 13p for every pound we owe you (rather than the 1p in the pound you are likely to receive if ICL goes into liquidation).

Please ensure you do so before the Claims Submission Deadline of 9th April 2020. The claims portal is designed to handle any complaint with respect to irresponsible lending. If you have any other complaint, please email uk-gct@themoneyshop.co.uk or call 020 3901 7571.