Amigo is not taking proper care of its borrowers’ personal information. Readers are reporting that their details are being sent to the wrong address, or have been so poorly packaged that they are arriving ripped open with some of the contents missing.
Now once could be an accident, but I have five reports in five weeks. I am not seeing similar comments about other lenders.
What information are people asking for
People who have taken an Amigo loan where the repayments are too high to manage, or who are the guarantor for a loan that they could not repay out of their income, are making affordability complaints to Amigo. I have two articles with template letters for people to use:
The first step in both these types of complaint is to ask Amigo to send you a copy of all your personal information. This includes your loan application, copies of all credit and other checks they made before approving the loans, and copies of all phone records. This can be a lot of paperwork if people have had several loans or top-ups. The phone recordings are sent on a CD.
Having this data helps a complaint because it can prove what Amigo knew about your financial situation should have made them decline your application. For example, if you originally said you wanted the loan to consolidate other debt and you then apply for a top-up, but your credit record shows that your other debts have increased, not been paid off with the Amigo loan.
The problems people are reporting
Laurence on December 12th:
They clearly stated in an email to me this week that it is sent via recorded delivery and will include a CD of all calls etc. Came home today to a see-through Royal Mail plastic bag with my envelope ripped and papers sticking out.
It said sorry this got damaged en route and let us know if anything missing etc.
There is no CD inside, so all my personal information is on a CD somewhere and I have no clue what paperwork also didn’t make it.
I’m fuming, it wasn’t sent via recorded delivery and was in a flimsy brown envelope, being a huge stack of 100 odd pages no wonder it ripped when sent via standard post.
Jane on December 12th:
Details were very late and they forgot to put a stamp on so we had to pay for the postage!
There was no CD in the envelope. Had to request the CD 3 times. It finally came but didn’t have the details of the second loan. Back to Amigo again several times requesting that.
Total shambles! I think they’re inundated with complaints.
Lou7 on January 10th
I have had my SAR off amigo. It wasn’t sent recorded delivery, it’s ripped in the corner and there is no disk inside.
David on January 10th
Mine was posted first class and damaged when arrived. And to make it even worse it was sent to the wrong house. They got my house number wrong so was sent to a neighbour to see. Even though all letters in the past had been sent to my correct address.
Cathy on January 15th
Amigo sent all documents which was received on Saturday. The envelope was badly damaged with two large slits down the back and side. It was contained in a plastic wallet with a letter attached from Royal Mail apologising for the condition of the package and inviting us to apply for compensation if anything was missing.
I photographed it and emailed Amigo asking for another set to be resent. We received an email advising us another set would be sent out. Today a further package arrived. But the documents when stacked side by side are only half the amount of the previous package and did not contain the CD call recordings.
Amigo needs to take this seriously
Amigo doesn’t seem to think dispatching personal information is a task which needs care and attention, but it does. And they need to improve their packaging. Amigo made a profit of c £50million before tax in the 6 months to September 2018 – they can afford better quality envelopes and to send all this information recorded delivery.