UPDATES:
Do not use the templates on this page for the following lenders, instead see the specific page:
- Amigo has set up a Scheme of Arrangement. The deadline for making a claim has now passed, see Amigo’s Scheme for details.
- Buddy Loans went into administration in September 2021, see Buddy Loans goes into administration.
- George Banco & Trust Two set up Scheme of Arrangement, the deadline to make a claim to this has passed, see Everyday Loan Scheme for details
- TFS Loans went into administration in February 2022, see TFS Loans goes into administration.
Guarantor loans are very expensive. Often the lender didn’t check properly that you will be able to manage the loan repayments without having to borrow more.
If proper checks would have shown that you couldn’t afford the repayments, complain! There is a template letter in this article to help you.
You can get an existing loan reduced so you only repay the amount you borrowed, or get a refund if your loans have been repaid. If your complaint is rejected you can send the case to the Financial Ombudsman (FOS) who is upholding a lot (90%!) of guarantor loan complaints.
If you are the guarantor not the borrower, read Complaining if you are a guarantor which has a different template letter to use.
Contents
What is an affordability complaint?
A loan is not affordable if paying it left you so short of money you had to top up the loan, or borrow more from another lender or get behind with bills.
Does this sound like you? Then make an affordability complaint.
Just making the payments doesn’t prove the loan was affordable! You may have been repaying with difficulty, taking out other loans, because you didn’t want your guarantor to be affected.
You can complain if you are still paying the loan or if you have repaid it all.
If you win your complaint:
- interest is removed from a loan you still owe, so you only repay what you borrowed;
- your guarantor is released from the loan; and
- you can arrange to pay the remaining balance at a reduced rate.
When your loans have been settled, you get a refund of the interest you paid.
What should the lender have checked?
Guarantor lenders should have checked the loan was affordable for you before giving you the money.
The lender should have made sure you were likely to be able to make the repayments for the whole length of the loan.
Guarantor loans are large financial commitments. So I would expect a lender to have asked for evidence of your income, to have checked your credit record, and to have verified your expenses.
Some things a lender may have got wrong:
- It doesn’t matter if your guarantor is well off, the loan has to be affordable for you!
- You may have given said your expenditure was lower than it was, because you were guessing or desperate. The lender should have checked your figures.
- If you were self-employed or had wages that varied, the lender should have looked at how your income went up and down.
- The lender should have checked your credit record to see all your debts. If you had recently taken more loans or missed payments/defaulted, the lender should have been careful as your position was getting worse.
- When you top up a loan, the lender should check the new larger loan is affordable. If the current loan was causing you problems or your finances had got worse you shouldn’t have been given a larger loan.
If you feel there was something else unfair about your case, add that into your complaint as well!
What would a “fair solution” be?
If the lender or the Ombudsman decides the loan wasn’t affordable, this is what happens:
- The loan has been repaid, then any interest you paid should be refunded to you.
- The loan is still outstanding, then interest should be removed from the balance that is owing, so you only repay what you borrowed. Your guarantor should be released from the loan. The lender should accept an affordable monthly payment from you to repay the rest.
- Any payments made by the guarantor are refunded to the guarantor, not to you.
Will a complaint affect your guarantor?
Complaining won’t affect your guarantor if you carry on making the payments. The guarantor shouldn’t be told you have complained unless your complaint is being upheld.
If you stop paying the loan when you make a complaint, the lender may decide to get your guarantor to pay it. If you don’t want this to happen, you have to somehow carry on making the payments even though it’s hard.
If you can’t afford to carry on paying and you don’t want to hurt your guarantor talk to a debt adviser about your options in this difficult situation.
Making an affordability complaint won’t make things worse, and it may help in a few months time, but it isn’t an immediate escape from your problem.
Think about whether your guarantor also had a good reason to complain – see Complaining if you are a guarantor for details. If they win a complaint, they will be removed as a guarantor, which would take a lot of pressure off you.
How to complain to the lender
A template complaint to use
Don’t use this for Amigo of Buddy – see the update at the top of the page.
For all other guarantor lenders, including ones that have stopped lending, send your complaint by email – here is a list of lender’s email addresses.
Use SAR AND COMPLAINT BY BORROWER as the email title.
Here is a template. Change it to describe what happened to you and delete what doesn’t apply.
Only put this in if it applies to you: I took a top up of [£2,500] in [March 2018]
Add a reference number for the loan or give some other details such as your date of birth and your address when you took the loan out.
Please send me a copy of all the personal information that you have about me, including but not limited to all credit record checks, a copy of my loan application(s) and recordings of all phone calls from me. You have 30 days to reply to this Subject Access Request (SAR).
I am making an affordability complaint. This loan was/These loans were unaffordable for me and you would have realised this if you had checked properly before giving me the loan(s).
Delete or change any of the following so they are right for you:
[You would have seen from my credit record that I had recently missed payments/had defaults/was in a DMP/IVA.]
[I was on a low income/My only income was my pension/benefits.]
[You did not ask me for proof of my income or expenses and you did not ask about my expenses in detail.]
[I get ESA/PIP/DLA but you did not ask me if I had any extra expenses because of this.]
[I had a gambling problem which you could have seen from my bank statements.]
If you topped up the original loan: When I topped up the loan you should have seen from my credit record that my financial situation had got worse. [delete if not relevant: You ignored the fact that I had made several payments late to you.]
If you still owe money:[I am asking you to remove the interest from the balance so I only have to repay what I borrowed, release my guarantor and allow me to make lower monthly payments.]
If the loan has been repaid change that to [refund me the interest that I have paid plus 8% statutory interest.]
If you don’t want your guarantor to be told: [I want to carry on making the normal monthly payments because I do not want my guarantor to be affected. Please note I do not want my guarantor to be informed about my complaint unless my complaint is upheld.]
You have 8 weeks to respond to my complaint before I send it to the Financial Ombudsman.
If you would like some help with this, then go to your local Citizens Advice.
Definitely send bank statements!
It’s good if you can attach bank statements to your complaint. Send three months of statements before each loan or top-up and two months afterwards. So if you had a loan in August 2017, send statements for May-September 2017.
These statements will show how unaffordable your loans were. Don’t worry if there is gambling showing on the statements – that helps your case!
Don’t delay starting a complaint if you are trying to get your bank statements – just add them later. But now is a good time to get the statements as they can help your case.
Also get a copy of your credit record if this will show defaults, that your debts were increasing, that you had a large overdraft etc. Download this and keep it.
What to do with your personal information (SAR)
Copies of personal information (SARs) are often sent out by post, so if you have moved, make sure the lender has your new address. You should get the information within 30 days. It is often sent on a CD with a password.
This information is not the lender’s response to your complaint. Most lenders will send that separate from the SAR, usually a few weeks later.
You don’t need to do anything with the SAR, just keep it safe. You have asked for it now so that you have the details in case the lender rejects your complaint or makes a poor offer so your complaint has to go to the Ombudsman.
Taking a complaint to the Ombudsman
If the lender rejects your complaint, go to the Ombudsman
Don’t delay in sending a case to FOS – it has to go within 6 months. And while you have an “open” complaint at FOS, the lender cannot take you to court.
Lenders seem to reject many complaints and hope you give up! So don’t be surprised if a lender says No, the loan was affordable or We based our decision to lend on your application which was inaccurate.
If the lender says No, or you haven’t had a reply 8 weeks after sending your complaint, send your case to the Financial Ombudsman (FOS) the best way to do this is by using the FOS online form.
This is free to do and easy – you don’t have to quote laws or regulations. You can just send FOS the complaint you sent the lender. And if they have replied and said something that’s wrong, mention that as well.
You don’t need to go into details – a short FOS complaint is fine. If you want to add more details, read How Subject Access Request information can help an affordability complaint. But you don’t have to do this.
If only some loans are refunded, is this fair?
Sometimes a lender will say that just a few loans are unaffordable and remove the interest. Which is good, but should it be better?
If the rejected loans caused you difficulties and led to you needing a top-up, send your complaint to FOS and say you think the earlier loans too should be refunded.
Are you likely to win your Ombudsman complaint?
The Financial Ombudsman is agreeing with the customer on 90% of cases!
It is much simpler to win a case at FOS than a court case. If a lender has already started a court case against you, Citizens Advice can help you get the court case “stayed” (that’s legal jargon for put on hold) while you take an affordability complaint to the Ombudsman.
Complicated cases & help with guarantor loan complaints
If you want help with these complaints, Citizens Advice can help. Every Citizens Advice has access to the national Specialist Debt Advice Service if this isn’t something an adviser has come across before.
Leave a comment below this article to discuss what to do or talk to Citizens Advice if:
- your guarantor has made a lot of payments.
- you have been bankrupt, in an IVA or a DRO – read guarantor loans & insolvency .
- you have a CCJ from the guarantor lender – read guarantor loans & CCJs.
- if your debt has been sold to a debt collector.
Do not use a Claims Firm or a solicitor that is acting as a claims firm. There are two good reasons why you should avoid them:
- they will probably do a very poor job. They are not experts. They won’t put time into looking at your personal case.
- if you win a case but still owe a balance, this is usually just reduced. But the claims firm may expect you to pay their high percentage fee immediately even though you have not received any cash refund and still have the rest of the loan to pay.
Can you get an overdraft refund?
Card limit too high? Ask for a refund
Complaints about bank & other large loans
frogman says
Just got off the phone with Amigo after 1hr wait. SAR for guarantor not received within 30days. Account is only 4 days overdue and they have started with their emails again. The guy we spoke to said there are too many complaints coming in and it is as a result of a website out there encouraging people to lodge a complaint with a template bla bla bla and than FOS is aware. So in other words, he was saying people shouldn’t know their rights. Anyways, I recorded the conversation today as they are now starting to get on my nerves, since I took out the first loan in 2015, I have kept to my side of the agreement to date, making full payment, despite being on DMP for over a year now. I have been using holidays to work to meet their payment. Now, not a single penny is going to them until they complete their investigation or after FOS decision, whichever. Amigo is literally playing the game, purposely wasting time and taking cases to the wire.
frogman says
Hi Sara, how does adjudicator/FOS work when you complain to FOS? Does FOS assign an adjudicator to first look at your case? what’s the time frame? apologies if this is a silly question. Thanks
frogman says
Ok, I think I understand it a bit now. When you complain to FOS, an adjudicator picks it up for an informal review and gives a judgement. If either party does not agree, it then goes to a full formal review?
Sara (Debt Camel) says
yes. But before an adjudicator looks at it, FOS ask Amigo for their case file, so work can’t start right away. 90% of all FOS cases are settled at the adjudicator level. And I think it is more than 90% of guarantor loan cases.
frogman says
So what is the current timeframe for work to start at the moment? 6 months? That’s a long time to deal with the correspondences from Amigo. This is on the assumption that they will not uphold the complaint from either myself or my guarantor.
Sara (Debt Camel) says
I don’t think I can really say at the moment. As you and your guarantor have both complained and have stopped paying, you just need to get used to getting the cross emails and texts. Amigo should NOT start court action – it hasn’t so far in this situation.
Jamil says
I’ve been self isolating and have sent 5+ emails since Friday 20th March to Amigo advising that I am affected by the CV situation and can not afford to pay them. My last payment was due on the 15th March. They have not replied because likely they are under an avalanche of complaints and customers advising them of the current financial struggles. If one is unable to pay then it is what it is.
I strongly believe that Amigo are going to go under imminently as their ‘business model’ which is immoral and unethical, along with many other similar lenders, is now facing their well deserved day of reckoning. It will be game over for them very soon in my humble opinion.
There is enough for all of us to deal with currently without feeling extra pressure to service a debt at punitive and unsustainable interest rates. This is the beginning of the end for businesses such as Amigo.
I wish everybody well and to stay safe and healthy through these extraordinarily challenging times.
V says
Made a complaint about extra payments being charged and not yet heard anything. 6 weeks have passed should I chase this up or wait to forward to FO? loan should end in two months but Amigo want it to end in 5! Listened to the calls and looked at all correspondence from SAR no mention anywhere of the extra payments.
Sara (Debt Camel) says
You need to give them 8 weeks before sending the complaint to FOS.
L says
Hi I’ve found your website and was wondering if my relative will be entitled to refund? She took initial loan in March 2017 of £5000 then topped up to £6500 in the June/July then topped up again to £10,000 in September 2017. 60months of payments of £395. With being charged around £370plus interest each month so still a large amount to pay.
I’ve had to pay several times to help as she has struggled with money and paying her other bills. Even on the months she pays it, she has nothing left until she is paid again at the end of the month. She has suffered with depression and anxiety for years and I think the stress of this every month makes it worse. Would she have a good case for a complaint? I’m trying to encourage her to put one in as the interest they charge is shocking but I think she’s worried it will cause her more stress. It causes me so much stress too. (Would you also know roughly how much she could claim back)
Thanks
Sara (Debt Camel) says
You haven’t said much about her finaces at the start of all theese loans, but I think anyone topping up a loan after only a few months and again in another couple of months may well have been in difficulty because of that first loan. So yes, I think she should complain.
Are you the guarantor?
If you read the template letter in the article above, I think you will see that it’s actually pretty simple for her to write. perhaps you could offer to help her with it? It may seem like extra stress now, but it is a potential way to end the stress for the next 18 months. It sounds as though she must have paid more than 10,000 to the last loans since Sept 2017 so if she wins the case the balance would be cleared and she would get a refund.
If you would like an estimate of how large a refund, I need to know exactly how many payments she has made to each of the three loans and how much she received in cash for each of the two top up loans.
L says
Yes I am her guarantor. I’m not totally sure of her finances before but I think she haS been refused bank loans on a few occasions. I can’t work out how to see the previous loans on the account but the last one that was topped up to £10,000 on the 11/9/17, there was payout of £1278.62 and there has been 29 payments of £395.25 since. I would have to get her to get the information from the first 2 loans, apologies I actually think now the first one was for £6,500 and the 2nd topped up to £8,500. I’m going to encourage her to email them to complain.
Thank you
Sara (Debt Camel) says
ok, well the details don’t really matter, it seems very likely the loan will be wiped and she will get a refund so that’s all she really needs to know at the moment. It absolutely is worth sending off a simple email to possibly save thousands of pounds in interest.
L says
That’s brilliant thank you. Sorry for all the questions but can I ask, in the template for the letter to Amigo what would you advise writing in the section about asking for interest to be removed(if balance still to pay? or refunded(if loan already paid off)? As I suppose both bits kind of apply to her as she’s not finished paying it but with the refund she should be entitled too she should be able to pay off remaining balance plus receive a refund?
Many thanks
Sara (Debt Camel) says
Just ask for it to be refunded – they will automatically apply that to any balance.
L says
Hi Sara
That’s the complaint been sent on Thursday and bank statements been requested from bank so she’ll send them as soon as she gets them.
With the current situation do you think it will take a while for Amigo to decide and is it likely we’ll have to send it on to ombudsman?
Many thanks
Stacey Robinson says
Hi, my mum is a garentor for my sister and my mother in law is garentor for my hubby. They’ve both started a complaint process around 5 weeks ago. They have both recieved an email saying it is now going to affect there credit file and will be put down as a default because the borrower hasn’t paid (which is because its unaffordable for both my sister and my hubby and the garentors) I was under the impression that while a complaint is under way.. they can’t put you down as default and mark it against you? Hope this makes sense.
Sara (Debt Camel) says
Who is the lender?
And who has complained, the borrowers or the guarantors or both?
Stacey Robinson says
Both have complained and the company is amigo
Sarah says
Hi
My son has a complaint in with Amigo they have not responded after 14 weeks apart from sending CD
Today they have refused a payment break due to corona & sons wages being reduced.
Can my son stop his DD and his guarantor do the same? The guarantor has also put a complaint in.
Sara (Debt Camel) says
There isn’t an easy answer to this, so sorry, this is long…
If he literally doesn’t have enough money as his income has fallen, then in practice he can’t pay. Rent, food etc all come first, before Amigo. So in this situation, he should stop his DD which gets him into safe position.
Then Amigo is likely to go after his guarantor. I think this is disgraceful, that they should allow any borrower who is affected by Coronavirus a payment holiday, but legally at the moment, they can go after the guarantor.
So if the guarantor can’t afford to pay this, he too should cancel his DD so his finances too are safe.
His Guarantor will get cross texts and emails. He may be threatened with court action.
But if the guarantor has a complaint in, then Amigo should not take him to court. In practice no one so far has had this problem. They have had plenty of unpleasant letters which sound as though Amigo is going to court but no one with an affordability complaint with Amigo or with the Financial Ombudsman has yet been taken to court.
So this may feel scary but if you can’t pay, what other choice is there? Come back here if either you or your guarantor gets a letter called Letter before Action or Letter before Claim.
Sarah says
Hi Sara
Thank you for your response, it is unbelievable that Amigo during these times have refused a payment break! But dealing with them on my sons behalf I have found they do not help at all.
Your site is wonderful & has been a great help so thank you.
Craig says
I asked Amigo for a 3 month payment holiday they refused but gave me a month, better than nothing I suppose
Sara (Debt Camel) says
At the end of the month, ask for another one if your situation hasn’t changed!
Leonie says
You have to be careful because your interest will go up as well they make it seem like they are helping but no they’re not. So giving ppl a 1 or 3 month break is not clear cut after that period you pay more interest and more on your repayments back so not actually a break its sickening at a time like this they just dont care. Keep an eye on your account I would suggest.
Sara (Debt Camel) says
But the people on this page have put affordability complaints in. If they win the complaint – and the Ombudsman is upholding 90% of them – all the interest is deleted, so it doesn’t matter if another few months interest is adde! Getting a payment break for 1, 2, 3 months can make getting through the complaint period easier.
Kelly says
Hi, sorry to jump in! I also have tried for a payment break with amigo, didn’t get a break but they did let me pay in 2 instalments. I have also put in a complaint, just waiting on a reply!
STEVEN norman says
Hi sara i put my access claim into amigo on 12th February, i stated in the complaint they had 30 days to send me all the information they held on me, but have so far received nothing and they’re not replying to my emails, what should the next step be?
Many thanks steve
Sara (Debt Camel) says
I suggest just waiting. It’s annoying, but you don’t need the info at the moment.
Gemma Friend says
Hi Sara I received an email from amigo as I asked what was happening with regards to my complaint which is now over 13 weeks! There reply was basically as I have now taken it to the ombudsman they will take over in this? Is that just a fob off as my complaint had not even been allocated yet!
Paul says
Hi!
I have amigo loan which was taken in November 2018. I took this loan as I had numbers of payday loans and credit cards and used Amigo loan as consolidation loan. I keep up with repayments, however, I had difficulties paying it back. Couple of months after I got the loan I was made redundant and lost my income and got myself again in to pay day loan debt. After getting a new job, I’ve agreed to pay my original payment to Amigo, and pay payday loans back over Debt Management Plan. I’ve agreed to pay as normal to Amigo as I didn’t want my guarantor to pay it. He only paid it once, but I returned him money afterwards.
Currently I struggle financially again, I manage all payments but have not much left. Unfortunately I also managed to lost some of my income gambling during this time. I am currently considering going bankrupt as I can’t see the way out of debt.
My biggest worry is that If I declare bankruptcy Amigo will chase my guarantor to pay it back and I don’t want that to happen. ( He is currently in bad financial situation and on DMP)
Could you please advise what would be the best course of action? I already paid almost 75% of what I borrowed but it’s obviously without interest charge.
Many thanks
Sara (Debt Camel) says
can you say some more about your guarantor’s financial position? was this always difficult? do you think he could really afford to make all the repayments? (I’m not suggesting that, just trying to find out if he has a reason to complain.)
Paul says
Hi Sarah,
Thank you for your response.
My guarantor financial situation was good when the loan was funded and he could afford to make payments at the beginning. His financial situation got worst last year and he is not in the position to make any repayments now.
Anita says
Hi my son agreed to be a guarantor for an amego loan (not really understanding what it entailed) as was only 20. The person who took the loan wasn’t working and had a child to support and was in financial difficulties herself. My son has a poor credit rating due to being in financial problems with his own debts. I have raised a complaint with them as he should never have been accepted as a guarantor. They now want bank statements to see if he could still afford to pay the loan if need be. Do I have to supply these? I have requested copies of the credit checks they did. Any help would be very much appreciated
Sara (Debt Camel) says
Bank statements from around the time of the loan application will support his complaint that he couldn’t afford to pay the loan and should not have been accepted as a guarantor.
Is the borrower currently making payments? Is your son?
Michelle says
Hello.
I am asking for your help in how to answer the following questions from Amigo.
I am writing on behalf of my son who took out a loan and had 2 top ups within 6 months. He has made an affordability claim and I myself have too as a guarantor. I have received a CD and my son has received a text with the following questions to answer. This is the same questionnaire for both top ups and original loan. Should I summarise the reasons for affordability for the question asking why I think the loan is unaffordable? Also he is still paying the loan.
“Were you aware at the time
you applied for the loan that
you wouldn’t be able to
afford to repay it?
YesNo
Why do you believe your loan
was unaffordable?
The income stated at the time
we paid out this loan you
received £4,500.00, was this
correct?
YesNo
The expenditure stated at the
time we paid out this loan
was £1,501.11, was this
correct?
YesNo
I confirm all information I’ve
provided as part of this
questionnaire is accurate.”
Any help would be greatly appreciated. I love your website and recently got back £1,100 from a Provident loan thanks to you!
Sara (Debt Camel) says
I suggest he ignores the questions – they are just trying to make him feel guilty and don’t acknowledge that Amigo has the regulatory duty to check that loans were affordable – and instead replies that he has already sent his bank statements which show his full position. If he hasn’t sent the bank statements, this would be a good time to do this.
The same applies to you as the guarantor.
Jase says
Hi Sara quick update,
They sent me a text with for more information and an affordability questionnaire that i had to fill out and put reasons for each of my top ups. So just completed that. Is this their normal process?
Sara (Debt Camel) says
Are they the sort of questions that Michelle was asked? See comment just above this one.
If so this is normal – see my reply to her.
Marl says
Oh Sharon you could also write to fos about this, and explain they won’t give u a holiday break, in the now situation and causing you real anxiety and stress
Sharon says
Amigo haven’t responded to my trail if emails and tried to take payment for full amount out my bank with debit card however I had card freeze on so they couldn’t. I’ve sent yet another email detailing my stress and anxiety! No doubt be text messages to my guarantor about arrears. Was only due on 31st March, already bombarding us with texts but can’t have decency to reply to my emails.
Nicole says
Hi Sharon
Did you submit your affordability compliant to amigo before you went to the FOS?? I’m currently in same situation although I submitted my compliant directly to them! So far tho have heard nothing!!
Sara (Debt Camel) says
Hi Nicole are you saying you started bh sending a complaint to FOS and haven’t sent one to Amigo? That is is mistake! When did you send complaint to FOS?
Sharon Boyack says
I did original affordability complaint through a claims 3rd party company. Amigo refused but claims co advised me to to pursue it further so they submitted it on my behalf to FOS. That was on 3rd March. Not heard anything as yet.
C says
Hi Sara
I’ve been assigned an adjudicator from FOS today for my complaint against UK Credit. She’s given them 2 weeks to provide info but she has warned me she might not be able to look at the case as it’s over 6 years old. Do you know what the criteria is for them deciding which loans over 6 years old they can look at? Thanks
Sara (Debt Camel) says
They normally just ask you how and when you found out that you could make an affordability complaint. Just say what happened, if a friend sent you a link to this page or you saw a newspaper article about it, just say that.
Danielle says
Hi, my sister had made a complaint on 12th March and this is the response she has got on 19th March
The Financial Ombudsman Service advises that there are limits on when complaints can be raised, and explains “Generally, someone needs to contact us: within six years of the event being complained about”.
We would expect customers to raise concerns with us within a reasonable amount of time from when the issues being complained about took place.
As you have not raised your concerns with us within a reasonable amount of time, I am unable to investigate or address the concerns you have regarding this.
My sisters loans where taken out in Nov 2012 and August 2013 – her account was only closed last year
Can you advise what is best to do?
Sara (Debt Camel) says
I suggest she ignores that and sends her complaint to the Financial Ombudsman. The lender – who is it? – is just trying to put you off, but the ombudsman is looking at loans over 6 years old and people are winning these cases.
Danielle says
It’s Amigo loans.
Thanks for your help I will advise her to send it to FOS
K says
Just a little update sara. My adjudicator emailed me a little while ago & because amigo haven’t responded (they were supposed to by 27/3) he has now escalated my case to the ombudsman. He’s asked if I need to send any further info to do so by 16/4 at the latest. Wonder if amigo actually decide now to respond to him upholding my complaint before the ombudsman looks at it
d says
They seem to be just ignoring everyone now, They only have 4 days to respond to the adjudicators decision on my loan and I was following your posts to see what your outcome was so I am now not expecting a reply on my case now. Hopefully someone from amigo responds soon. Did the adjudicator explain what sort of timescale you would be looking at now if amigo do not respond?
K says
D,
He originally gave them 2 weeks to reply to his decision so until the 27th march but because they haven’t hes informed myself & amigo that he today has sent it to the ombudsman. I then rang amigo to inform them & they sounded quite panicked about the fact its now gone above the adjudicator so i think/hope they reply to the adjudicator agreeing with his decision. They wont want it going to the ombudsman because their decision is legally binding & gets published so doesnt look good on them so i think they will try to resolve before ombudsman does it. They know the ombudsman tends to agree with the adjudicators decision in almost all cases. Hopefully it wont take long. Im probably going to give them a week before i check if they have responded
K says
In terms of timescales the only other date mentioned was if i had any further info to add to my case to send by 16th april. So im assuming that it may take that long to get into the ombudsmans pile but then who knows how long after that especially with the current situation
AG says
Oh no! Amigo have been given 3 weeks total by my adjudicator and have ignored her too. I’m worried now. Do you know how long it takes to get to an ombudsman? I can’t take much more of this!
K says
AG im not sure. I know they’re taking a while for ombudsman. But usually the threat of it being sent to the ombudsman you can find is enough to get amigo to hurry up & reply. They wont want it to go to ombudsman
K says
AG have you heard anything yet?
I spoke to amigo today who said they spoke to the adjudicator on the 8th & agreed with his final outcome so now just waiting for the adjudicator to email me with details & amigo to message with the redress calculation so hopefully not much longer to wait
AG says
Hi K – I just posted an update! Amigo gave in today and agreed to uphold for loans 2 and 3 so I’ve accepted. A full month from adjudicator decision and not full agreement but at this point I just want freedom :)
E says
So it is now over 9 weeks since I put my complaint in to amigo- put my complaint to FOS as soon as the 8 weeks passed….I initially wasn’t able to get evidence for my original loan for 2014 for my bank statements but i have now gotten there from that bank and forwarded them on, and I am so glad i did. The month before I took out my loan, I had over £800 worth of gambling transactions on my statement. If amigo had of looked at these, they wouldn’t have lent to me!! I had been continued to pay a reduced amount to amigo since complaining however with the coronavirus, and everything ongoing, I would like to now stop paying/delay. Can I stop paying without my guarantor being contacted for payment? Had they kept within the correct timescales, I would have had an answer by now. (Feel that amigo are very much delaying things!)
Sara (Debt Camel) says
what is your guarantor’s financial position? because the easiest thing is if they are prepared to cancel their DD to Amigo. Then if you stop paying, they may get cross texts and emails, but their finances are safe.
Perhaps they could also complain that the most recent top-up was unaffordable for them so they should never have been accepted as guarantor? If they complain, Amigo cannot take them to court while they have an open complaint, with them or with FOS.
E says
They are happy to cancel the direct debit on the basis that they won’t have money lifted from their account- money is definitely tight with them due to the coronavirus. As far as I am aware they have complained, but I know they said something about missing an email with a link about finances- I don’t know what has happened with that or if it is ongoing.
I just want this process over.
Can you advise if I will still owe anything if all loans are upheld (assuming at this point Amigo will be rejecting so I am being hopeful for FOS based on gambling!)
Loan 1: Jan 14- £3750 borrowed- total 43 payments at £148.22 each- £6373.46 paid back.
Loan 2:Jul 17- £5000 borrowed (£1929.42 used to settle existing loan, £3070.58 paid out)- total 8 payments at £197.62 each- £1580.96 paid back
Loan 3: Mar 18- £6750 borrowed (£4869.02 used to settle existing loan, £1880.98 paid out)- total 4 payments at £266.79 each- £1067.16 paid back
Loan 4: Jul 18- £9000 borrowed (£6614.98 used to settle existing loan, £2385.02 paid out)- total 15 payments at £355.72 each and 1 payment at £210- £5545.80 paid back.
Current outstanding balance today is £9659.57.
Sara (Debt Camel) says
On those figures (and you may have typed something in wrongly or I may have, so treat this as a guess!) you have paid the following interest:
loan 1 £4544
loan 2 £1446
loan 3 £929
loan 4 you have only paid £5535 so far so you haven’t repaid the amount borrowed.
If all 4 loans are refunded, then the interet from loans 1-3 would clear the balance on loan 4 abd mean you get a refund on £3454.
S says
Hi All!
I had an affordability complaint with Amigo, for lending me the money when I was in debt and had a very poor credit history (lots of defaults and 3 CCJ’s) and they did not ask to see my statements or wage slips when I took the loan. They should not have given me the loan. FOS has upheld my complaint and I have finally been successful with it. It has taken me over 5 months and it has been a long procedure. Amigo loans tried everything to reject my complaint but I was persistent and got there in the end. Be patient and do not give up, if amigo loans doesn’t agree to uphold your complaint then take it to FOS as they are very helpful and look into every detail you say.
I took £10,000 from Amigo loans and still have over 9k remaining, but I have paid more than this in just interest in the last couple of years. I can now pay my loan off and not have anymore crazy high monthly payments of £395 which was a big struggle every month. I wish you all the best of luck with your complaints, be patient no matter how long it takes but don’t give up.
Sara, I cant thank you enough for this site and all the help and support you are giving to everyone. Lots of people are recovering and are now in a much better financial position all thanks to you. Stay blessed and all the best!
Dean says
Hi S,
That’s great news congrats I’m waiting for my response I took the same as you put 10k and paid back 10k still owe 8k but I have sent bank statements and they should have never given me the loan being a compulsive gambler and having so many payday loans outstanding also.
It will be the 10th week Monday and then I will be sending to FOS
At least you won your claim 👍👍
S says
Hi Dean,
Thank you. You can send it to FOS after 8 weeks, so send this asap. Good luck with yours
Glenn says
How long was your case with the fos before your complaint was upheld.I submitted mine last week and hoping to get my case prioritised. Great news on you winning your case :)
S says
It has taken over 3 months with FOS and I was prioritised due to health issues. FOS has a very large number of complaints and there are only certain people that can work with amigo loans complaints so it does take them a while but it is worth it.
James says
How long from sending in your complaint to FOS to getting a response from them? I sent a complaint to them on the 17th March and not had a response from them yet to assign it to anyone, terrible timing I know. I sent the complaint to them at the end of my 8 week wait from a company called guarantormyloan who sent me standard letter basically refusing that they lent irresponsibly on all 4 loans. They also missed that I had gambling transactions, was on a debt management plan with StepChange and had £20k of debt according to my credit file in 2016, pleased to say it’s now about £11000 but still high and I’ve been paying £279 a month for nearly 4 years on a 5 year loan with them! They waited until the 8 week deadline to reply to me, to the day! I knew they were going to do that though
S says
Hi James,
It has taken over 3 months with FOS and I was prioritised due to health issues. FOS has a very large number of complaints and there are only certain people that can work with amigo loans complaints so it does take them a while but it is worth it.
It is honestly such a nightmare dealing with these loan companies, I understand what you are going through. All the best with your complaint.
E says
Huge congrats. That must be a huge relief. I sent mine to FOS last week. Have asked for it to be prioritised on mental health grounds. Will see. I asked amigo if it would be answered by them in next 4 weeks and I was told today that some cases are more complex….taking that as a no. Funny how if we are a day late with payment, they hound… yet they are quite happy to take as long as possible to get a decision from them about complaints.
I hope in a few months I will be sitting where you are now. Huge congrats once again.
S says
Hi E,
Thank you so much, it sure is a huge relief. I agree, they hound and harass! Amigo loans is an awful company to deal with and they show no support or empathy to customers at all. I hope you win your complaint and it all goes successfully for you. Sending you lots of good luck.
Glyn says
From start to finish how long did this take please
S says
Hi Glyn, in total it took just over 5 months.
Darren says
Hi,
I forwarded my complaint, about amigos loans one was 2012 November and a top up in Dec 2013 to financial ambusman… They said there is nothing they can do because it’s over 6 years !
Any advice how I can take it further ?
Thank you
Darren
Sara (Debt Camel) says
send your complaint to the Ombudsman! the article above explains how to do this. FOS is upholding complaints about older loans, Amigo are just trying to put you off.
Darren says
I have it’s the ombudsman that said no :-(
Hi Darren
Thank you for speaking to me today.
I know you feel very strongly about your complaint. And I can assure you that if your complaint was made in line with the rules set by the regulator (Financial Conduct Authority) we’ll definitely look at your complaint. Our service doesn’t set the rules.
Can you please send me all the paperwork you have for your top up loan which was taken out on 13 December 2019. I would like to see a copy of the final response letter and any other written evidence you have about the complaint you made to Amigo. If you can’t find any documents I can ask Amigo to send these to us.
I look forward to hearing from you.
Kind Regards
Sara (Debt Camel) says
oh sorry, I misread what you wrote. That’s unusual! Was this a decision from an adjudicator or an Ombudsman? Did it say you could take it further?
Darren jones says
Don’t be sorry .. my bad explanation !
I said I weren’t happy I told him people have won the case for older claims ..
I not sure adjudicator I think …
I got send him stuff tomorrow to back it up ..but he said not the 2012 one .. honestly he didn’t seam to know anything .. can I ask another person to look at it , or take it further ?
Sara (Debt Camel) says
yes, tell him you would like the decision looked at by an Ombudsman
Stacey says
I put in a complaint to bamboo loans. They’ve not upheld my complaint. I had a 4000 loan with them in May 2019 they contacted me in November to top up. At the time I had a 5000 loan with trust two, loan with satsuma, safety net credit a ccj and defaults and a credit card. I’m sorting it all now with step change. I told bamboo if they really did all the checks they’d see it was unaffordable with all that in a bank statement which they didn’t ask me for. They said they checked my credit file. That was enough and I never missed a payment. I said you made sure you checked all my guarantors details though, to see if he could afford the loan which is mine. When I sent the complaint in February I received no acknowledgement of receipt, could not get through to them on the phones I finally got someone to respond via Facebook. I gave them. My step change number which they said was incorrect, it wasn’t. I showed them. Date sent of complaint email with their correct email. It’s been a shambles from day one. They said they did thorough checks. I stated you couldn’t have based on your own contact details aren’t acknowledging correspondence. I’ve just sent it to the financial ombudsman.
Matt says
HI Stacey – I had one loan from Bamboo for £7,500 and at the time had numerous other debts with payday loan companies and other guarantor loans. I sent all complaints of to the various companies in March 2019. Bamboo rejected my complaint and so I sent it to the FOS. It was the last of all my complaints made (some settled with lenders directly and others through the FOS). I finally heard from the FOS 2 weeks ago and they wrote to advise they were upholding my complaint and gave Bamboo 2 weeks to respond. They have already responded after a week accepted the decision of the adjudicator and I should get the redress within the next 7 days.
It is definitely worth pursuing with the FOS and best of luck.
Stacey says
Thanks for replying. I’ve sent it to the ombudsman so now begins the waiting game. Bamboo won’t even acknowledge that I’ve now entered a dmp with stepchange yet they tell you to contact stepchange. Satsuma just said its 8vweeks we haven’t answered send to ombudsman l, everyday loans says we don’t know when we’re gonna answer, so that’s just been sent to ombudsman. But I’m happy to wait.
Sara (Debt Camel) says
that is a collection of unhelpful lenders – are you still making payments to them?
Stacey says
Satsuma have agreed to the dmp so yes but it’s at the ombudsman anyway. Bamboo I don’t care what they say I’m sticking to the dmp and everyday loans don’t care what they say either it’s dmp or nothing. I’m prepared to wait it out with the ombudsman. Saftenet credit accepted and paid me out which cleared and removed from my records.
Stacey says
They’re all with the ombudsman and I’m sticking with the dmp. If they don’t want that they can wait with me for the ombudsmans response
chanel dodd says
Hi Sara,
I put in a complaint to Bamboo loans for a guarantor loan I took out in 2018, I used the template you provided. they have now emailed me back with all information I asked for but hey have not mentioned anything about my complaint and what they are going to do, should I respond to the email they have sent?
many thanks
chanel
Steph says
Hi Sara,
I have reached the 8 week mark for my complaints with GB and Amigo, I contacted Amigo this afternoon to see if they had any kind of update which they said they are running behind due to staff shortage with the current situation, which I do understand however I feel they would not be as understanding when it comes to making my monthly repayments etc. I mentioned that I will now be sending this to FOS to which the advisor replied with a snigger and sharp tone of “is there anything else I can help with”! I have emailed GB and received an auto reply. Anyway my question is do I make 2 separate complaints to FOS or can I include both GB and Amigo into the 1 complaint I am making?
Many thanks,
Steph
Sara (Debt Camel) says
Two separate complaints. Do you still owe balances?
Steph says
Ok great I will send them to FOS today. Yes I still owe balances on them both. Do I need to include my bank statements to FOS or just my actual complaint I have sent?
Sara (Debt Camel) says
send the bank statements too.
You said your guarantor was thinking about complaining – has she?
Steph says
As far as I know she has not complained as of yet, I will chase this up with her and ask her to complain to them as soon as possible.
James says
Hi everyone,I submitted a complaint about a guarantor company on the 17th March to the FOS but it hasn’t been allocated to anyone yet I’ve just had the standard bounce back emails. Has anyone else submitted a claim recently and still waiting? I guess it’s just not a good time at the moment but don’t want to wait months
Vanessa Enticknap says
Hi we submitted a complaint in January still waiting for it to be allocated to somebody
Bob says
Hi has anyone had any experience in getting a successful refund from Amigo when they have had gambling transactions on their statements that they sent them? I have filed a complaint against them, hoping they will refund me all of the interest I have paid over the years as I feel they lent to me irresponsibly, the loans were not affordable and got me into a lot of money troubles. Just wondering if these gambling transactions will worsen my case in any way?
Sara (Debt Camel) says
Gambling transaction HELP your case – if Amigo had looked at your bank statements and seen them, they would not have given you the loan. Have you sent bank statements with your complaint? If not, send them now.
Bob says
Yes I’ve sent over bank statements of every month after getting a loan. I topped up 4 times in total so hopefully that helps my case as well. Also it shows me lending off other lenders as well, do you think that will have a positive affect on my application? Thanks for your help, and hopefully I’ll hear back from them soon.
Sara (Debt Camel) says
It does depend on the details, but in general if your borrowing from other lenders has increased while you have had the amigo loans that helps to show the amigo loans were not affordable.
M says
Yes – I had a loan with Amigo that was topped up 3 times. I too had a significant number of other loans at the time, payday loans and guarantor loans. I also had a severe gambling problem.
Amigo rejected my complaint and I sent this to the FOS in May. In December the FOS contacted me saying that Amigo had looked at my complaint and had agreed to refund me on loans 2,3 and 4. In total I received just under £10k back.
Martin says
Hi Sara, I am the lender of the guarantor loan and I am currently still paying it back till May 2021. I have topped up the loan probably 5 or 6 times and have had the loan with amigo for 5 to 6 years. When I write my complaint letter shall I be asking back for refunds on all the loans? because the top ups they just basically pay your loan off and lend to you again like it’s a new loan so can I ask for them back, plus the one i am currently paying back?
Thank you.
Sara (Debt Camel) says
If all the loans were “unaffordable” then ask for a refund on all of them.
That is commonly the case. Repaying the first loan caused you problems because the repayments were too high, so you ended up with more debts and took the top up loan. And again. And again.
Martin says
Thanks Sara, I have another question if thats ok? I have had 8 loans with amigo with 7 of them being top ups dating from July 2012 to present day. Now I know these loans and top ups were unaffordable as I had a lot more payday loans going off around the same time (2012 – 2017) and looking at my bank statements now I can see how unaffordable it was. Will I have good case of getting refunded on all these loans? My first loan was from July 2012 to July 2014 so with it being over 6 years old will I get that one refunded? Thank you so much I’ve had so much help since finding your website a few years ago. I did get refunds on some of them payday loan lenders too a few years ago and ended up with roughly £4,000 to £5,000 but never knew about refunds on guarantor loans. My monthly repayments at the minute are ridiculous aswell may I point out.
Thank you.
Sara (Debt Camel) says
Yes you may get a refund on all of them. FOS will look at loans over 6 years. If you have your bank statements for them all, that will help.
Amigo are likely to refuse to consider the first one. If they offer a refund on the all or most of the rest, that could still be a great result for you and you may decide it’s not worth going to FOS. If you have the numbers on each loan (amount borrowed, amount paid out to you in cash, number of payments you made eg 13 payments of £129) I can look at how much you might get back?
As the second loan was in July 14, you want your complaint in to FOS before July 20. So send it to FOS immediately at 8 weeks, no delays or giving Amigo longer! Although FOS normally looks at older lists, you want to ensure as many as possible are in under 6 years.
Martin says
Hi Sara I can only gain access to the latest loan I have with amigo. Is there anyway i can get to look at my old loan summaries so I know how much I borrowed at the time of the loan? I can get the amount paid out and how many payments I made each month by going through bank statements but I’m struggling to find the amount borrowed? Thank you… also I have got figures for my current loan my 8th loan which started in July 2019, I have made 9 payments of £618 so far and just this loan alone from then I have paid nearly £2800 In interest.
Sara (Debt Camel) says
the complaint template includes asking for a copy of all your personal information – all the details about the 8 loans should be in there. You don’t need to know this infomration to send in your complaint.
Amanda says
Hi,
Has anyone had any luck with a complaint to TFS. Loans? Mine and been going back and forwards since last August and they seem to be the worst company to deal with, due to their poor service, constant mistakes and more.
It took for forever for TFS to send my SAR details and then they kept fobbing myself off with a final letter, which has completely ignored my initial complaint and the fact they gave myself a loan and then a further top up when I had missed payments, defaults and other pay day loans on my credit file.
I had a very bad personal issue last year where I was in hospital and I had to take time out work which they never acknowledged and the stress they brought myself and my guarantor was unacceptable.
My complaint is now with FOS.
Sara (Debt Camel) says
ok, for anyone else reading this, send complaints to FOS at 8 weeks, don’t let this happen to you!
What is your guarantor’s financial position?
Amanda says
At the moment I have a hold on my account which I have been fighting for for months.
I had a reduced payment plan in place with them which was agreed and have the letter and emails to prove and they kept adding
Charges and defaults to my account. My guarantor is now a pensioner so she lives on her pension.
Amanda says
So is there anything else you
think I can do?
Dillen peters says
Ok i have got sent the questionaire by text i replied back saying i have sent bank statements, i also emailed them saying i have bank statements do i need to do anything else or just wait? Thanks
Sara (Debt Camel) says
just wait. And send the case to FOS when it gets to 8 weeks.
D Belcher says
hi hope this helps I was a guaruntor for a person who died,i could not afford £300 p.m. i was asked to pay,i offered £80 amigo refused,i got citizens advice to help and also financial ombudsman, it took 9 months ,but result £8.000 wrote off ,interest id paid refunded,the help is there,dont give up.
D Belcher
Vanessa says
Hello,
I put a complaint into amigo and they declined it. I took it to the FCA and amigo have decided to uphold the third loan I took with them and have offered to refund all interest on third loan. I agreed and the FCA said they will pass it back to Amigo to arrange directly.
Do you have any advice for me with regards to checking their offer is correct?
At the moment the balance on the third loan is £2271.55 and it was originally for £4000 as a total including top up. Loan repayments were for 5 years at £158.10 per month giving a total of £9486.
Thank you in advance
Sara (Debt Camel) says
So if the loan was for 4000 and you have paid 9486, then you paid 5586 in interest and any charges. This should be refunded and there will be some extra 8% interest added.
How much have you paid so far? Just add up all the payment to this loan, ignore whether Amigo says they were paying interest of not.
Chanel says
Hi Sara,
I put in a complaint to bamboo loans using the
Template you gave, they have sent me all
The information I requested what shall I do now? Do I need to respond? They haven’t mentioned the complaint in the email with all provided information.
Sara (Debt Camel) says
They normally send the info you asked for first then send the Response to your complaint later. You can just wait for that. Send the complaint to the Ombudsman if it gets to 8 weeks.
Dillen says
month before first loan off £2500
spent 303 gambling.
debt recoverys 56
payday loan 33£
phone contract 190£
62 insurance
Paid from work 701£
leaving £58 to pay loan
top up loan sept to 3250
spent 594 gambling
debt recover 30£
paydayloan 21£
62 car insurance
8£ direct debit fail
phone contract 252£
leaving with 17£
Ok i had a problem with gambling, but its sorted now as i went to anoymous gambling meetings, i also ran my phone bill
up spending money to gamble, i look back at this in disgust, thinking what was i doing then getting loans to feed my
habit. I dunno if its my fault as i didnt put all this in expenditure as i was embarrased maybe desperate for money?
I have sent my claim into amigo and they said will take 8 weeks they also sent me questionaire and i really dont want to answer that
incase it destorys my case? Them calculations above is the month before the loans started as seen on bank statement i have also sent to amigo.
first loan £2500 may 2018 36months 121.97 payments paid 4 installments got top up loan in september of 3250
second loan 3250 sept 2018 158 payments paid 16 installments so far and continuing to do so until this gets solved
all 49.9%
Maybe they will tell me it was my fault for not admitting every little detail of expenditure or not saying about gambling
i also had 3 paydayloans missing payments and 1 telecoms missing payments on credit file all between 2015 and 2018
Sorry Sara I have wrote a lot at this time of night overthinking
Sara (Debt Camel) says
You haven’t allowed any money for food, clothes, petrol, car tax, car servicing. Or anything to do with were you are living, if you are living with relatives do you never help out with bills?
Have you sent a copy of your bank statements to Amigo along with your complaint?
dillen says
Yes Sara I have sent bank statements month before each loan. I forgot to add in 40 to myself was living with my parents. So its just a waiting game now? I log into amigo loans after I pay and the interest Is shocking, id be happy with loan away and no refund. Thanks
Sara (Debt Camel) says
yes, I suggest you reply to their questionnaire that you have sent them your bank statements showing your full position and ignore the detailed questions which are just designed to make you feel as though it is your fault – even though the regulator’s rules say the lender has to check the loan is affordable.
Dillen says
Ok great, makes me feel abit better, will keep updated
Karl says
I received an email on the day of there deadline stating that there still looking into my complaint etc and I could take it up with Ombudsman, so I’ve also now put my complaint to them, will this change anything from amigos side of things? I finished paying my 5k over 5 year loan at 197 and so many pence per month in January, also amigo haven’t asked me any more question after I submitted my original complaint, no requested extra info etc, they did send the SAR through
Sara (Debt Camel) says
Amigo should still carry on looking at your complaint. As you have finished paying, at least you aren’t under such huge pressure any more to keep paying unaffordable amounts each month.
St123 says
Amigo – im now on week 10, i have sent to FOS in week 9.
Started off with £2500 and within 18months was topped up too £7500, luckily a family paid it off but i still paid amigo £250/£350 pm for two years or so.
I have sent bankstatements to both FOS and amigo as i had numerous loans with up to 8 other lenders at one time and gambling issues.
Amigo still dragging there heels and not sending any updates.
Anyone know how long this may take? And any successful complaints?
I have won against sunny, ls, my jar, piggybank already so thank you Sara
K says
Be prepared for a long wait. I got a response from amigo on week 12 not upholding my complaint. Week 15 i got my complaint upheld by ombudsman. They gave amigo 2 weeks to respond, they gave an extra week because of covid 19 so now on week 18 & amigo have yet to respond to the adjudicator who upheld my complaint. I got my complaint prioritised by fos so it got assigned to adjudicator fairly quickly but i know they are taking upto 6 months to be assigned in some cases. My adjudicator informed amigo last friday that because amigo hadnt responded it was being escalated to the ombudsman so amigo might move a bit quicker now on my case but my initial complaint went in on december 7th
St123 says
Wow! That is some wait. Have they given you any idea of what refund you may get?
Keep going!
K says
No nothing at all. Amigo havent even responded to the adjudicator. Just because the adjudicator has upheld the cases, doesnt mean you will get a payout. Amigo may say they dont agree & want the ombudsman to look at it which means a longer wait. Until amigo respond to the adjudicator or until the ombudsman looks at my case & makes a legally binding decision its just a waiting game.
Sara (Debt Camel) says
one person had Amigo come back and accept the adjudicator decision soon after it was in the Ombudsman’s queue.
K says
Thats what im hoping for sara. Im hoping that they back down because they wont want it going to the ombudsman
The main problem ive got is amigo have made zero contact at all with the adjudicator. Even from him asking them for info when i sent to fos, they completely ignored him so he went off the info i sent him. Then he made his decision & asked them to reply, this friday will be 4 weeks since he emailed them askin them to reply & they havent yet
AG says
I’m also now in the ombudsman queue because Amigo haven’t said a single word to the adjudicator. It’s been 5 months already and I’m still getting letters telling me I need to call and arrange a payment plan. Do I just try and forget about it now and wait? Surely if Amigo keep doing this they’ll have lots of decisions against them published AND be paying everyone more interest? Madness.
Becquo says
I have just had a message asking me to fill in my questionnaire from them to explain that I lied about my expenditures will this affect my claim? I’ve already sent it and now cant I worry that I might have made a mistake and jeopardised my claim???
Sara (Debt Camel) says
Have you sent Amigo your bank statements?
Kat says
Hi quick question, I have asked the guarantor of my amigo loan to remove dd and payment card details so they can’t take the money from him. We both put complaints in in january mine is with the FOS now. He said he can’t remove it online if he calls can he request that they are removed and do they have to uphold this? Thank you!
Sara (Debt Camel) says
“He said he can’t remove it online if he calls can he request that they are removed and do they have to uphold this?”
he needs to talk to his bank about this, not Amigo.
you can cancel any DD with your bank. It doesn’t cancel the debt itself, the lender will still demand payment, but it means the lender can’t take the money and leave your guarantor in a mess.
Kat says
Hi thank you Sara so they can remove the payment card authority! Thank you!
Becqui says
I have yes but then I panicked and sent them a message explaining that just by looking at my bank statements you can see how unaffordable this was, also does this mean they are now looking at my claim.
Sara (Debt Camel) says
No, they just send this early on to make you feel like you have a bad case even when you don’t. Just sit back and wait, it will be quite a while before you get a reply.
read https://debtcamel.co.uk/payday-lender-says-lied/ – there are many reasons why an application may not be accurate. One of the most common is that people simply didn’t realise how difficult it was going to be to make that large repayment every month.
Graham says
I have waited the mandatory 8 weeks and that’s all (George Banco) are getting. My complaint has of today gone into the ombudsman to handle. I’ll repost ant positive feedback when I get it.
Nazim says
Hi is there any way i can get payment break from amigo and uk credit due to COVID-19 situation. I am getting work but less shifts then before cause its not busy and my income has decreased i am trying to safe as much i can for tough times ahead because i am expecting in next few weeks i wont get any shifts.
Sara (Debt Camel) says
The best thing now is to phone up and say your shifts have reduced so you would like a payment break. See what is offered. It may be some more help may later be available, but the best thing is to ask right away!
Chris says
Hi I phoned glo on Friday and they suspended my payment for 30 days
K says
Amigo are offering 30 day payment breaks for people affected so its definately worth calling them
Khalid says
Hello, i need some help for my guarantor loans. My father was self employed but now cant get any work because of the lockdown and my sister work place has shut down and only going to get 80% of wages. Most of the household bills will have to be paid by myself now and I’m not sure how to approach my 2 guarantor loans about this. Also can they go after my guarantor if I’m in this position.
Sara (Debt Camel) says
Who are the two lenders?
Who is your guarantor?
Do you have other debts as well?
Has your father applied for benefits, probably Universal Credit?
Is there rent or a mortgage to be paid? In whose name is the tenancy / house?
khalid says
The 2 lenders are Amigo and UK credit and with the same guarantor who is not working atm. I have another loan as well and a credit card I pay every month.
My father has applied for universal credit but could be waiting a while before any payment comes and im not sure if that will be enough. Mortgage we wont be paying for 3 months but still have the other priority bills to keep up with.
Sara (Debt Camel) says
What was the guarantor’s finacial position when the loans were approved – could they really have afforded to make all the loan repayments and still been able to pay thier normal expenses and other debts?
Who owns your house – you, your father?
khalid says
He’s not working because of the lockdown but still getting 80% and my father owns the house
Sara (Debt Camel) says
So a lot of points.
1) you need to ask both lenders for a payment holiday. Some people have reported that Amigo has agreed to 1 month. It may be at the end of a month you can ask for another month.
2) the FCA is proposing that lenders have to give a 3 month payment break to people who have coronavirus but this isn’t yet definite. There may be more news this week on it.
3) But a guarantor lender may still be able to ask the guarantor to pay. In the end if you can’t pay, you may have to warn you guarantor they will be chased and suggest they cancel the DD to the lenders so their money isn’t taken. If your guarantor also has Coronavirsus problems them the lenders may have to give him a 3 month payment break.
4) I am assuming you and your sister live with your father. If she is getting 80% of her wages she should be able to help with the bills? She may be able to get payment breaks if she has debts?
5) also think whether you can put in an affordability complaint about your loan – this has to be that you could not afford the loan when you were given it, not just that you can’t afford it now. And your guarantor may be able to make an affordability complaint if he could not afford the repayments. a lot of people are winning affordability complaints about guarantor loans so this is worth looking into if you feel the loan repayments have been too much for you and have meant that you have had to borrow more money..
Maria says
Hi I went on Amigo website and they now have a section you can complete if you need a payment holiday or reduced payments
Sara (Debt Camel) says
that sounds good – can you share the link?
Aiyesha says
If you go to amigo.co.uk…at the top it states…
We appreciate there is a lot of uncertainty right now due to COVID-19, so we’ve put together the following blog with help and advice: click here
If you are having difficulty with your repayments, please login to your online account so we can determine what help we can provide. To do this, click here.
Select the 2nd ‘Click here’ and it takes you to log in, then a form to complete, once complete they say 7 days to respond
Peter says
Amigo have sent me a questionnaire asking if the details I provided were correct. At the time of the application I was a compulsive gambling addict and I was and still am suffering from mental health issues. I have already provided a GP letter.
Should I fill in this questionnaire and should I admit that I gave false income and expenditure information?
I borrowed once then topped up, all the money went on gambling.
Sara (Debt Camel) says
Have you already sent them bank statements?
Peter says
Yes I have there is no income from employment however there are several large cash deposits when I was gambling thousands and sometimes winning thousands.
Sara (Debt Camel) says
OK, then I suggest you reply to their questionnaire ignoring all the actual questions and just say you have sent them copies of your bank statements and told them you had a gambling problem so they can see your full situation from that.
Peter says
Thanks Sara.
Mr A says
Hi Sara
I am at 12 weeks today having contacted amigo they just said the normal stuff will get a final response as and when I sent to the Fos on the 8th week and no confirmation or anything from the Fos
Where do I stand now how long will amigo take after both deadlines have past, do I contact Fos and get them to chase them up?
Thanks
Sara (Debt Camel) says
You could email FOS and say you still haven’t had a response and can FOS start work on your case?
James says
I’ve contacted FOS 4 times since 17th March and they haven’t even responded to say they have received my email etc etc so I guess they are swamped and have little staff working currently
Sara (Debt Camel) says
I think most people are working, but from home.
What were your 4 emails saying?
James says
I submitted a complaint on their website on the 17th, after the 8 weeks passed with a guarantor loan firm, who said No to all four of my loans, so my emails to the ombudsman have been asking how long am I looking at until they can assign it to someone etc? It says you shouldn’t phone them unless it’s really needed so thought they may email and respond a bit quicker, I’ve managed to get the loan company to accept £100 a month instead of the £279 until I hear from the ombudsman etc, still owe £4100, been paying £279 since April 2016. So desperate to see it ombudsman’s go in favour as I owe over £10k with other debts through StepChange so I just want to be able to get this down with any refund
Sara (Debt Camel) says
I’m sorry but if you only sent in the complaint on the 17th March, I think 4 emails chasing them is unneccessary. Unless you have major health problems or the lender is starting court action or you have a debt emergency such as an eviction, you need to give them some time. they are unlikely to have has the case file back from the lender yet.
Wanting to decrease your DMP is good but it is not an emergency.
MnM says
Hi James
I’ve got claims in from August, September and November last year that still haven’t been picked up. You will have to be more patient than that as they really can take some time.
Karl says
Has any one had any claims against buddie loans? They seemed to get back to me really quick and basically said they haven’t done anything wrong
Sara (Debt Camel) says
if you think the loan was unaffordable, send it straight to the Ombudsman. They are a tiny lender and rarely mentioned.
Joe says
Yes, I put in a claim. They also responded that they did nothing wrong to me. Have sent to FOS.
Literally, my credit report was seriously poor, they accepted my excuse verbally on the phonr that the credit report hadn’t updated when I applied and they checked, so I said I’d paid off a lot of the outstanding amounts on it (I hadn’t) but they gave me to loan after this conversation, no further checks at all.
Claire says
They said the same to me I sent mine straight to FOS a week ago but haven’t heard anything from them, I am sure the ya re really busy with all these complaint s x
Sue C says
Hi Sara just wanted to ask for some advice regarding Amigo loans .Back in October of last year 2019 Amigo ruled in favour of my complaints that a current loan and a couple of earlier top up loans were unaffordable. They refunded me just under £10,000 this closed my current loan and refunded all interest on it and previous loans .Absolutely delighted with the refund . My query is I had £414.00 taken in tax . I work part time so don’t pay tax on my income can I claim this sum back from HRMC . I know this can be done with ppi refunds not sure if it works the same . Good luck to everyone still waiting for results be patient it will happen ….
Sara (Debt Camel) says
yes just the same as PPI refunds – use an R40 form, see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/. Basic rate taxpayers can only claim £200 back but you should get it all :)
Nick says
Hey Sara and everyone, just looking for some advice. So back in December Amigo upheld my complaint against them and told me they would remove all interest from my loan and take off the interest I had already paid and that the loan would be wiped from mine and my guarantors credit report. So it is still showing on my credit report but they’ve not updated the records so it just says unknown against the loan with the original outstanding balance. I have continued making the payments of the original amount but I am worried this is harming my credit report. Should I email them? I know they probably don’t want to remove it from my report until the principle is paid back but I think it’s only fair that these payments are shown on my credit report? Or should I just suck it up and leave it until I’ve paid it off which is still 13 months away! Thanks in advance
E says
Surely you mustn’t need to pay anything if they have upheld it? If they are wiping interest paid etc- should come off any balance?
Nick says
It did but it was a 7000 loan and I only took it out last April so with the £276 a month payments even with all the interest taken off there was still over £4000 to pay on the initial amount borrowed
E says
Ah sorry. I read it as though the loan was due to end next year. I would suspect that amigo wont remove it from your credit file until you have paid back what is owed after the interest was taken off.
Nick says
Yeah I figured they wouldn’t want to remove it until the balance was paid but they haven’t updated it since December so i stead of having £3500 left it still shows over £7000 on my credit report. Are the likely to not update it at all?
Sara (Debt Camel) says
I think you can reasonably say that that showing 7000 is not an accurate reflection of your current situation.
Amy says
Morning Sara ,
Strange one this morning , I checked my credit file and it says Amigo loans has been removed? The account was the one before my last , I’ve never seen this before ? My complaint is with someone at the FOS at then moment , do you know if it means anything , it also doesn’t ask for my card details when I log into my amigo account either like it used too as I never put my card details in I just had a direct debit ? Probably nothing but just wanted to see if knew what it could mean, hope you are well .
Sara (Debt Camel) says
some other people have said Amigo loans have disappeared. At the moment it isn’t clear why, but it doesn’t seem linked to you getting good news about your complaint.
amy says
It seems a little odd, I’ll just sit tight and see what happens , thank you :)
Gail says
Hello,
Hope this is the right place to ask this. I came across your website whilst doing research online.
Having a horrible time and not getting anywhere so hoping you can advise.
I was the gaurentor for 6 loans and ech time the borrower got into trouble and I ended up making the majority of payments. I guess I was a bit naive to continue to do this.
The borrower sent in a complaint and amigo decided the best thing was to put of the blue refund my payments on loans 2 and 6, this felt strange and I wondered why, the borrower took it to the ombudsmen and amigo cut a deal and refunded the borrower on loans 3,4,5 the interest which has wound me up as I made most of the payments on the loans! I feel it fair for amigo to refund me as they did with 2 and 6!
The borrower isn’t being much help in explaining what has happened but passed me the lady at the ombudsman’s details and also amigos however my question is being ignored.
What should I do, should I just raise this and hope its out right or should I send my own official complaint? Am I likely to win now that the borrower struck a deal with amigo?
I’m not well off and I have my own debts, so I don’t feel refunding the borrow when I paid is fair.
Sara (Debt Camel) says
Some of these complaints get messy, I am not sure why as Amigo settles most of them in a straight forward fashion.
Yes send in your own complaint. There is a template letter for guarantors here https://debtcamel.co.uk/amigo-complaints-by-guarantor/comment-page-1/ but you can make your complaint much simpler than that, you just say you understand that Amigo has agreed the earlier loans 3,4 and 5 were unaffordable you would there like a refund of the payments you made to these loans as the loans should never have been given.
I suggest you tell the borrower what you are doing, as refunding you may mean Amigo says the borrower then ends up with a larger debt, so they need to know what is happening and get a plan for this.
Ann says
Hi
My Amigo complaint will reach 12 weeks and still waiting next week. Is anyone aware if they are now taking even longer in the current circumstances.
I have not taken it any further yet as I was expecting to wait 12 weeks but do you advise that I should now go further with the complaint?
Sara (Debt Camel) says
Yes – send it to FOS right away. The problem isn’t just that they are slow, but that they aren’t making many good offers. So get yourself in the ombudsman queue now because that is where you are probably going to be heading in another few weeks when they do get back to you.
Gemma says
Mines over 14 weeks and keep getting same response! It doesn’t even look like they have even looked at it by their response yesterday!! They are soooo frustrating….
Claire says
Hi Sara
How long do the FOS generally take to acknowledge your complaint? Thanks xlaire
Tony says
Hi,
Amigo Loans admitted that they should not have offered me a top up loan due my financial situation and have refunded me the amount, interest etc.
I had already settled the loan with no arrears or defaults, so when I asked them to remove the note from credit file they have refused stating that there is no negative information recorded.
I thought that as they upheld my complaint that they reimbursed me that it would be appropriate for the loan record to be removed?
Sara (Debt Camel) says
The Ombudsman normally says only negative marks should be removed.
A loan settled with no negative marks doesn’t harm your credit score.
Tony says
Thank you, that’s great and it helps understand the process
Sheila says
Hi
How many weeks did it take for Amigo to agree to refund all interest? Thank you, I’m on week 10 and my case is with FOS
St123 says
Hi.
Im also on week 10 and they keep saying the ‘complaint is complex etc etc’ and i have had no communication apart from that! I have sent bank statements and gone to FOS.
Tony – how many weeks did it take to get an outcome from Amigo?
Kitty says
Hi Sara
I sent my affordability complaint on the 26 March- to amigo-
They have acknowledged it- and have today sent me 4 x questionnaires about each loan- I can see they have added my partners income onto the last one- but not taken into account what he pays with regards bills- even though when I applied I ticked partner pays- so it now looks like I had a huge amount of money left over per month- I have not sent bank statements as I can not get them on my banking app from that far back so need to contact the back- however I do not want to answer the questions as it feels lie they are making me look like k have constantly lied about my income/expenditure on my applications? Where do I go from here?
Sara (Debt Camel) says
You can either not reply at all or you can reply just saying that you are attempting to get your bank statements because they will show your full position.
Kitty says
Hi Sara
Thank you for replying! I suffer with severe depression and anxiety- and if I’m honest those questions have made me feel really anxious- as I feel like they are trying to push blame on me!
They never asked for proof of earnings or my expenditure!
Where as if they did they would see my earnings did differ – and they would have seen a lot of gambling- on my statements- my credit report was full of defaults etc and over the course of my 4 loans they would have seen my credit report getting worse! Can I write back to them saying you never confirmed income etc- never checked bank statements?? Sorry for all the questions! X
Sara (Debt Camel) says
Their only purpose here is to make you feel gulty in the hope that when they later reject your complaint you won’t bother going to the ombudsdman as you will have been made to feel that it is All Your Fault.
You could reply saying that, it is true and it is also relevant!
BUT I’m not sure it is good to get into a conversation about this if you are suffering from anxiety. They aren’t going to read what you say and reply saying oh sorry, in that case you can have a refund :(
I suggest you keep this very simple and just send the bank statements when you get them. Have you asked your bank for them? You don’t need them on paper, digital will do. This is something positive that will help your complaint, so getting this underway may help your anxiety.
Sandra Jones says
My claim was rejected by Amigo – took it to the FOS Jan 2nd. Picked up last week by an adjudicator. Two days later Amigo make an offer for loans 5&6. I’ve accepted because loans 1-4 were a 1/4 of 5&6 and were 7 years old and I dint have statements to back my case. So to all those who are not deciding to take forward – please do. Sara have similar cases like this happened?
Sara (Debt Camel) says
Yes, Amigo seem to be popping up with some offers when a case is with FOS.
Your decision sounds a good one as the old loans are so much smaller.
Stacey says
Thanks for replying. I’ve sent it to the ombudsman so now begins the waiting game. Bamboo won’t even acknowledge that I’ve now entered a dmp with stepchange yet they tell you to contact stepchange. Satsuma just said its 8vweeks we haven’t answered send to ombudsman l, everyday loans says we don’t know when we’re gonna answer, so that’s just been sent to ombudsman. But I’m happy to wait.
M says
Stick with it indeed.
Bamboo accepted the adjudicator’s decision on Wednesday and I have already received the redress in my account only 24 hrs later.
Satsuma rejected my complaint and did not respond to the adjudicator so it was then passed on to the Ombudsman. Two weeks later they responded accepting the adjudicators decision.
It can be a slow and draining process, but it is one with continuing with and fingers crossed you get the right outcome.
Anna Satariano says
Hi I’m the borrower with trust two my mum the guarantor. We have followed your advice and guidance on how to complain. I got an email with no mention of the actual complaint they just attached the files we asked for as per your template. I’m totally confused by this. I got there email with files attached on the 3rd April. Yesterday me and mum each got a letter (dated 2nd April) a default notice served saying we have to the 18th to pay otherwise they will end agreement with out notice & commence with what ever they going to do. So we got the letter on 8th and we have 10 days to try and speak to them which with corno is proving very difficult and of course Easter in between. So I’m sort of like what is going on??! Any advice on what to do please. I’m going to email saying are you accepting my terms or rejecting them. I really don’t care about myself. It’s for my mum. I got her into this but they have been terrible from start to finish and believe we have a really strong case. Please help. Has this happened before
Sara (Debt Camel) says
You and your mum have both put in complaints? When? was this a joint complaint or two separate ones?
Anna Satariano says
Two totally separate ones. Mine was sent on 23rd March and I an email with attached files as I had requested on the 3rd April. I believe mum sent her complaint on 31st march and still awaiting a reply.
Anna Satariano says
I sent another email asking if they were going to confirm whether they would still be sending it to whoever on the 18th or what. I also requested another phone recordings. They replied the next day with recording but again no mention of anything else or answering my questions about the 18th. It’s so frustrating. My mum hasn’t had a reply at all and is losing sleep over this. Any advice please
Stacey says
I have the same experience with them. I emailed them stating its been 8nweeks and nothing. They replied saying with covid 19 thye don’t know when they’ll do that and they can’t give me a time frame yet 48 hours later a letter requesting payment. I just sent it to the ombudsman. They didn’t even send me any information stating at 8 weeks its my right to go to the ombudsman, just we don’t know when we’ll get to it nor can we give you a time frame. Just one email over the weeks saying yes we got your complaint.
B says
Hey Sara,
I have a complaint in with amigo at 10 weeks 2 days, i have forwarded this to FOS.
in the meantime, can i speak to amigo to use the payment holiday due to reduction in income?(COVID 19)
Kindest Regards
B
Sara (Debt Camel) says
yes you can. Other people have had a 1 month payment break. Now the FCA says (see https://debtcamel.co.uk/coronavirus-more-help-debts/) lenders should give 3 month payment breaks.
Aiden says
Hi,
I have raised an affordability complaint with Amigo yesterday and have had a quick response to ask for bank statements 2 months before and 2 months after. I took the loan out for £3500 in October 2018 so am still paying the loan until October 2020.
I had a gambling problem when I took the loan out and was a stupid idea to take it but the addiction was severe so I have added that into the complaint along with poor credit and a lot of new credit accounts opened just before Amigo which they would of seen if they had checked fully.
If they accept my complaint what should I settle for as I still have a balance of £1341 to pay. Will I get an interest refund or will they just take interest off the remaining balance and that’s it? Thanks.
Sara (Debt Camel) says
Definitely send those bank statements, they support your case that the loan was unaffordable.
Most people soon get a questionnaire by email or text asking questions such as if you knew the loan was unaffordable when you applied for it. The best thing to do is to ignore the questions and reply you have sent your bank statements which show your gambling and your full position.
Send the complaint straight to FOS at 8 weeks. Amigo are very slow, have been fir a long while before Coronovirus.
Sara (Debt Camel) says
Can you add Up how much you have paid so far? It must be more than £3500 so you should get the balance wiped and a refund.
What us your current financial position and have you been able to stop gambling? What us your guarantor’s financial position?
Aiden says
I have paid just under £3900 at the minute with another 6 payments due of £216 before the agreement ends.
My financial position has improved slightly as I have managed to make agreements to pay other debts in smaller amounts. Gambling has stopped yes.
My guarantors position. He was a student at university and worked part time (self employed) so wasn’t exactly the best position to pay my high payments
Hollie says
Hi everyone.
I sent my complaint to amigo 10 weeks ago. I was told they need more time. Im just concerned though. I have not been sent any questionnaires or asked for any bank statements? I feel they will just reject it but i wondered why they would hold on to it for so long?
Sara (Debt Camel) says
Probably no one has looked at it!
Have you sent it to the Ombudsman?
Hollie says
No I haven’t Sara. When i spoke to them and informed them i will be going to the ombudsman they told me it was pointless!
Sara (Debt Camel) says
The problem is, Amigo isn’t often making good offers. So if it takes them a few more weeks to say No to you, you have to go to FOS anyway and you are that much further back in the Ombudsman queue. I suggest you send it to FOS now!
Hollie says
Thanks Sara i have sent it now.
Vanessa Enticknap says
Hi Sara
I do t know if you remember my case but I put a affordability complaint into amigo last October so did my guarantor. We had a debt relief order at the time we’ll amigo rejected both claims in January so it’s now with the fos awaiting on a investigator to be assigned. I wanted to ask you I no longer have the DRO it has been discharged will it affect my case anymore? Kind regards Vanessa
Sara (Debt Camel) says
Your guarantor’s case is with the Ombudsman? Did you send yours too?
Vanessa Enticknap says
Yes we both did my guarantor is my daughter
Sara (Debt Camel) says
I did suggest you shouldn’t send your complaint to FOS until you know the result of the guarantor’s complaint.
But now the DRO has ended, at least the DRO can’t be cancelled if you get a refund, which is good!
I don’t know if you are likely to get a refund. You need to be able to tell me:
a) exactly how much you have paid to Amigo for the first loan
b) the exact amount in cash you received for the top up
c) how much you paid to Amigo for the second loan. (Ignore whether Amigo says this is “interest” or not, just the total of cash payments.)
d) what value the Amigo debt was listed in your DRO at
e) how much your guarantor has paid to Amigo for the second loan and wther any of these payments were made before you got your DRO. (Ignore the fact you gave your daughter money for some of the payments she made.)
Stacey says
I stated in earlier posts I sent off my case about bamboo loans to the ombudsman. I’ve entered a dmp with stepchange that even now bamboo loans has not acknowledged, yet keep on writing and emailing and texting for payment. I just emailed their collections department and told them harass me one more time and I’m sending this to the press and the fca and whoever else that will listen about your practice,as well as the ombudsman. I have stated its unaffordable to which you rejected but your correspondence also states contact stepchange and whoever else when it is, yet you still harass people when they’re doing everything above board. I refuse to go outside of my dmp as I’m not going to put myself or my kids at risk.
Sara (Debt Camel) says
is your guarantor being pursued for the Bamboo loan?
Stacey says
Yes, he did put in a complaint which they did not uphold either. And based on what’s going on his hours have been cut which I have told them and they won’t acknowledge either