Scheme FAQs - Redress Creditors

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


The Scheme of Arrangement deadline of 9th April 2020 has now passed and ICL will no longer be accepting any new claims.

If you need any help, please email us at scheme@themoneyshop.co.uk or call our Helpline on 0203 901 7440. You can find out more information about the Scheme of Arrangement on our main website or in the Scheme Document HERE.

FAQs were updated on 10th April 2020

The Scheme of Arrangement has now closed; no further claims will be considered under the Scheme after the 9th April 2020.

If you have already made a claim in the Portal, and wish to view your file, check for any updates or amend your contact information, please click HERE, or use the Claims Portal button on our home page.

For all registered claims, 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.


Once you’ve submitted your claim, you may not hear anything from us for a while. Towards the middle 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.


The Customer Claims Portal has now closed and no further Claims will be accepted (as of 9th April 2020).

If you are struggling to locate your reference number or believe you should have received an acknowledgement to your claim, give us a call on 020 3901 7440 or email scheme@themoneyshop.co.uk and we will do our best to help.


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.


Our projections are updated every quarter in the Scheme Quarterly Report. The report is produced by our Scheme Administrators and can be found HERE. This shows what our current p/£ projection is likely to be.