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
Emma says
Well, after 15 weeks I had my final response from Amigo this morning. And surprise, surprise, it hasn’t been upheld. Waiting for the Ombudsman to pick it up now. I’ve now idea how Amigo justified the lending to themselves, I was in a debt management plan, had council tax arrears, and wasn’t paid directly into my bank account at the time. Disappointed, but trying not to be too despondent as I wait for the ombudsman.
Sara (Debt Camel) says
that is disappointing. As Amigo have recently been reviewing some earlier rejections, I was hoping they were applying a new standard to all complaints.
Emma says
I’m not giving up yet :) I’ve emailed them back asking how they can possibly justify themselves, but not expecting a reply. I’ll leave it to the ombudsman I think, even with bank statements showing what a bad risk I was, Amigo fail to see a problem. Will keep you posted Sara.
Lauren says
I’m writing to let you know about some news on your complaint.
We’ve been speaking to Amigo about the cases we’ve been seeing with issues similar to those you told us about in your complaint. In particular, how Amigo looked into your financial position and whether you could afford the repayments before it agreed to lend.
Amigo has now told us it would like to make an offer in full and final settlement of your complaint. And we wanted to let you know about this offer so that you can decide whether or not you want to accept it.
Recieved this from the FOS today! Does anyone know how Amigo get in touch or how long it roughly takes from here?
Adele bruce says
Hi, I got the same email 14 days ago, still not heard anything from amigo, I have spoke to them on the phone, they said my adjudicator has not sent them my exceptance, emailed adjudicator who resent email and copied me in last week, amigo still say they have not got in so I forwarded onto amigo on Friday and apparently they still don’t have it, I have phoned them 9 times.
Anyone else having this problem.
Thanks
Adele
Joseph says
Hi All!
Ok here we go. Good news story!
I lodged my complaint to Amigo in October 2019, and for a final response in late January effectively rejecting my complaint.
I went silent, and emailed back in May with my intentions to take to the FOS. I did actually refer to the FOS, and Amigo loans pretty much wished me luck.
Now early June, I got an email stating that they had reviewed their decision and will be upholding my complaint! They’re paying me back all interest paid, plus 8% simple interest. I phoned up this morning to confirm bank details and accept the offer, over £3k successfully claimed!!
Paul says
Well done to everyone who has won their claims – Im on week 20 somthing waiting for a response – Amigo have stated that the loan has been picked up by a administrator – I also have a FOS complaint in – Ive waited over a week now since the complaint was picked up by Amigo still nothing no updates – How long did people have to wait form the time the complaint was picked up form the pending queue until the final decision was sent out ? Its it worth me keep on calling them at this point Thanks
Gemma says
I’m still with you Paul over 22 weeks and nothing told couple of weeks ago I would get final response end of last week then told by someone else it was to be investigated then Monday was told it was with a complaint handler and couldn’t give me a timeframe for my final response! Keep seeing all these people putting their complaints in December and having their final response and then overturned (which is great) and others who have only had to wait 14-16 getting their final response! I feel somewhat lost : (
Ann says
Hi
Same here, I am at 20 weeks and heard nothing.
I was previously told they were dealt with on date order but that does not seem to be the case.
So very happy for those who have received good results, but at the same time frustrated From a personal point of view.
James says
I sent in a complaint to the FOS on 17th March after waiting for the 8 week deadline from a guarantor loan company and I’m still waiting to hear from FOS, I have phoned them and they have my complaint but even logged it to a adjudicator yet, so it’s very slow at the moment which is annoying but I guess they are swamped
Marie says
I’m on week number 18 and have been told they can’t give me any form of update….not even sure if it’s been picked up yet or not. I’d love to know how they are working their way through them, given they state they do it chronologically yet some people who have been waiting much less time have received responses.
Marie says
So I’ve just rung up and been told that I will receive a reply by the end of june, I asked why some people have received responses already and was informed that it is the way the complaints are ‘grouped’ to help them work through them quicker. They have said everyone will receive a response by the end of June (I know a few people have been told that already) but were unable to tell me if my complaint has been allocated yet.
Aiyesha says
Mixed responses here?, not sure what to make of it other than they may be applying a tier system to complaints, i.e upholding straight forward ones, rejecting any they consider to be debateable for escalation to perhaps senior complaints handlers and then maybe a further escalation to actual managers?, hence some taking ages, some not
Emma’s response is surprising, as well as some on here who have been waiting weeks and weeks, to the tune of 20+!
I personally know of two people who have recently( one two weeks ago and one this week), had their complaints upheld direct from Amigo without question, one was at week 11 before extension expired and shockingly one was actually upheld at week 7!, so I do think they have adopted applying a new standard to complaints, some may have been more straightforward than others and not escalated to the next level given their speedy resolutions
Sara (Debt Camel) says
You are assuming a system – I suspect there may be a large random element – they are changing policy, scrambling to get through a lot of business, WFH…
Aiyesha says
Very true, Amigo having any systematic approach to their processes may have been a bit adventurous to assume!… Lol
emma says
I was hopeful after hearing recent stories, but not entirely surprised. I know I’ve got a good case so i’ll leave it to the ombudsman. It all seems very random though I have to say, with regards time frames for everybody. I was quite shocked to get a final response this morning, I thought at 15 weeks I’d have a longer wait like many.
paul says
OMG – I called Amigo again ( im on their case ) they have now stated that thay my case has not been picked up by agent – Even though last week they stated that i had been – This company is terible – Im getting them to send me thisin a email stating that yet again I have been lied to
Chris says
Hi
FOS have been in touch today to say amigo have upheld all my claims (6 in total) and now I waiting on receiving a final amount. Can anyone tell me how long they had to wait to receive this? Thank you.
VH says
Same with me. Heard today From FOS that Amigo they have upheld complaint and I’ve accepted offer of Full refund of interest + 8%.
I’m just waiting for Amigo to contact me directly now to confirm details and bank account.
I am not sure how long this will take. I plan to phone most days to check on progress now.
VH
Nick MB says
Like some others, I received an email today advising they have revisited my complaint they initially rejected in March 2020, and have now decided to uphold as a ‘Goodwill gesture’.
They’re removing £3814.87 leaving me with just over £1000.00 to pay, and released my Guarantor.
Thank you so much for this site, Sarah, as I would never had thought to put any claims in. So far I’ve had over £6000.00 written off and roughly £700.00 in refunds.
I can’t thank you enough :)
Shelby says
Heya , does this email mean it’s being looked at now or still in a que ?
Thank you
Further to our letter acknowledging your complaint, I’m writing to confirm that we are still investigating the complaint you have raised. This is due to your complaint requiring a more detailed investigation or because we haven’t been able to pick it up as quickly as we had hoped. However, your complaint is important to us and I’d like to assure you that we will be responding to your concerns as soon as possible.
Thank you for your patience. We’ll send your final response, or an update on when you can expect to receive this, within 8 weeks of the date we received your complaint.
In the meantime if you need to contact us or have any further concerns please do not hesitate to email us at complaints@amigoloans.co.uk and we would be happy to help.
Sara (Debt Camel) says
It’s just a holding statement. It doesn’t give you any clue as to what is happening.
Abbie P says
I have received this this afternoon from the FOS:
I’m writing to let you know about some news on your complaint.
We’ve been speaking to Amigo about the cases we’ve been seeing with issues similar to those you told us about in your complaint. In particular, how Amigo looked into your financial position and whether you could afford the repayments before it agreed to lend.
Amigo has now told us it would like to make an offer in full and final settlement of your complaint. And we wanted to let you know about this offer so that you can decide whether or not you want to accept it.
I logged my complaint 11 November, Amigo rejected the complaint. I took to FOS who were brill and prioritised my account, Amigo have been utterly rubbish and didn’t reply to any of the adjudicators emails and requests. So it has been sat waiting for the Ombudsman to make a final decision.
So to receive this email today has really cheered me up, we are due to move house next month and I am hoping amigo come back to me with a nice sum of interest to repay.
Thanks Sara for all your help, I wouldn’t have had a
Clue where to start without you.
Matthew Smith says
Success !!! :) :) :)
I’ve just had a call from FOS. After discussions with Amigo they have offered to refund interest on all 4 of my loans with 8% interest before the FOS investigated my complaint. The important part here is below;
We’ve been speaking to Amigo about the cases we’ve been seeing with issues similar to those you told us about in your complaint. In particular, how Amigo looked into your financial position and whether you could afford the repayments before it agreed to lend.
My complaint went to the FOS around Marsh so was expecting anything this year really. Great result for me and positive sign for others I say.
Emma says
Spoke to FOS today as Amigo are no longer responding to my emails other than generic responses. My case is prioritised with FOS and Amigo still haven’t sent them any information. They sent them a reminder to chase them yesterday. Anyone know how long FOS will give them on the 2nd chase? So frustrating as I really feel amigo are dragging this out on purpose. Week 18 as of yesterday.
T says
Hi all,
Its so nice to see so many positive outcomes these past 2 days.
I submitted my complaint dec 19. I forwarded to the fos end of Jan start of Feb. Amigo rejected my claim in March.
The fos contacted me 2 weeks ago to advise I now have an investigator assigned to my case. So far no updates. Just waiting to forward my bank statements to the fos.
I’m guess I’m really hoping i might get an email off amigo to say they have overturned their decision.
I will keep you all posted but wanted to share my time line with you all.
Matthew Smith says
My only concern now am getting a refund of interest, is how close are Amigo to going into administration with these complaints? Share price isnt healthy, although kind of expected with current climate. I know they were put up for sale around March but not kept track of it. Looking at comments seems to be delays on payout and saying they havent received acceptance email. I wont celebrate until money hits my account ha
Sara (Debt Camel) says
They had a cash balance of over £115 million in their bank account on 25 May 2020… see https://polaris.brighterir.com/public/amigo_loans/news/rns/story/w686jgr
Andy B says
I don’t think they’re heading for immediate administration, but obviously as they pay out these claims (as they should, I’m not giving them any sympathy) I can imagine the current liabilities will rocket on the balance sheet.
“Cash at Bank” isn’t the only factor when determining the health of a business, it’s only really useful as an indicator when it’s compared to the liabilities of the business, which I guess is mounting for Amigo, similarly some very profitable businesses hold very little cash, an order or two of magnitude smaller but my own company is perfectly profitable and healthy but my “cash on hand” isn’t enough to buy a ten year old Ford Focus.
As Amigo is in this odd perpetual conundrum of being “For Sale” yet… Well let’s not retell that tale, I can imagine it’ll be scooped p as a going concern with a view to write-down these liabilities.
It’s probably not a good thing for the current board, I doubt any similar business would be desperate to vote-in people that have played out a boardroom dispute in public AND had a very public FCA debacle. Coming to a B&Q till near you I’d imagine!
Sara (Debt Camel) says
My point was they aren’t immediately going to run out of cash to pay the current claims.
They aren’t lending at the moment (or only tiny amounts) and many loans are being repaid, so the cash mounts up.
Changes of ownership in themselves are not that interesting to people with complaints – what matters is how they affect complaint handling policy. This could be impacted by the FCA review. It would be impacted if Benamor gets control and decides to go for a Judicial Review of some FOS decisions, but the impact would depend on the outcome of the JR.
Administration may well lie at the end of some of these potential future paths but not all of them and I am not going to guess at probabilities!
Emma says
In tears. After speaking to FOS and being told amigo hadn’t sent the file to them, I have just received an email stating amigo are offering full and final settlement.
18 weeks and 1 day since I put my complaint in. I cant believe it is almost over. I am in floods of tears with relief and feeling vindicated. I replied to the FOS straight away accepting.
Hoping it isn’t too long until I get the breakdown. I am just so happy. Thank you Sara for this forum. Without it, I never would have put in my complaint. I would have dug myself into a deeper and deeper hole. This is such a huge weight off my shoulders!!
Emma says
Sorry for another post- but does anyone have a timescale from when FOS notify you that Amigo are offering full and final settlement to actual payment received? I am just so excited to get it over and done. I replied after 6pm (received email after 6!) so not counting today as my reply being received to FOS.
Sara (Debt Camel) says
This has only just started happening!
Glyn thomas says
Once I got the offer I told the financial Ombudsman service I was happy…but what I did then was phone amigo to make sure they had my answer so it would speed things up
Karl says
Hi Sara,
I got some news regarding my amigo claim today. Amigo emails foc to uphold my original loan and my top up! Refunding all interest and charges plus 8% interest! Please could you have a look at my figures and let me know what I might be expecting!
I originally borrowed £4000 and paid £195.16 x2
Topped up to £5000 (£4058.68 paid off 1st loan and I received £941.32) I have paid £197.62 x26 back.
I have a balance remaining of £3890.62
Thanks karl
Gemma says
Well done Karl brilliant news for you : )
I’m holding hope I will be soon.
Karl says
Thanks Gemma! Fingers crossed it’s the start for everyone to get the answers we’ve all been waiting for. It’s strange that I have to accept my offer before I actually know the amounts but I’m just glad I’ve finally got my answer!
Sara (Debt Camel) says
so the interest paid on each loan looks like roughly (remember you may have typed in numbers wrong or I may have, this is just a guess)
loan 1 £449
loan 2 £122
so you should get back about £570 and the last loan cleared.
C says
Now that Amigo are issuing refunds will they include loans that are over 6 years old in their calculations? I’ve had the standard email from the FOS saying they’ll refund interest on all loans but in their final response they wouldn’t consider two of my loans as they were over 6 years old.
Sara (Debt Camel) says
Good question – I hope it means they will be following what FOS say and including loans over 6 years. But that is just a guess until someone confirms it.
Matthew Smith says
2 of my loans were over 6 years and FOS confirmed these have also been included within the refunds.
C says
That’s good to know. Thanks
C says
This is the quote from the email from FOS
This includes:
Amigo refunding all of the interest and charges (if any) that you’ve paid on all the loans you’ve had with them;
In my acceptance email to FOS I said I would accept all interest refunded on all my loans including those that were over 6 years old.
Can only try
Cathy g says
My loans date from 2011 to 2016 and only just paid off this year. Had 6 loans in total in this period and all loans are being upheld including ones over 6 years. Just waiting on amigo giving me a settlement figure and hoping it won’t take too long, was only advised today by FOS they are upholding them all
Julie says
Has anyone had any luck with George Banco/everyday loans they rejected it so I sent to FOS 4 weeks ago but not heard anything bsck
Staci says
Yes i did about 2 weeks ago put it in end of january
Not sure how they work their handling
Julie says
Was it FOS who got back to you or George Banco x
Staci says
George banco sorry . I didnt take it to fos yet was about to . They up held my complaint and the money was in within 5 working days. To be honest i diidnt even email them half as much as i did amigo their compaints team seem alot better
Gemma says
Hi sara
I have heard from FOS this evening and amigo are upholding my claim for the 3rd,4th and 5th loan I have looked back and the 3rd loan I paid £280.54 for 3 months the 4th loan I paid £299.43 for 2 months and the final loan was for £8500 and I have paid 32 payments of £363.59 can you work out what I would be looking at from amigo I still have a balance of £5725.54
Sara (Debt Camel) says
hi Gemma
do you know how large the 3rd loan was? and what cash you received?
and the same questions for the 4th loan – how large & what cash payout?
and for the 5th loan, how much did you get in cash?
Also loans 1 and 2 – is there a reason they said they wouldn’t refund those? do you know how much you borrowed & how much you repaid?
Gemma says
I can’t get back on the statement to see how much it was for the 5th loan was £8500 and it paid the 4th loan of £6977.78 and I got cash £1522.22.
I’m not sure the email was from the investigator saying they wanted a final settlement and they where upholding loans 3,4,5 I’m not sure what to do as I feel if I accept it’s over and there is a chance they could go into administration soon
Sara (Debt Camel) says
I’m sorry I can’t work out what your refund would be without knowing those numbers. You would certainly have your balance cleared and get some money back as you have paid £11616 to the last loan so far which is £3116 in interest.
Can you say something about the first two loans which they aren’t offering to refund? do you remember they were smaller? Or that you only made 1 or 2 payments to them?
Maria says
Hi all
I put in my complaint with Amigo 18 weeks ago and have been sent 3 separate emails from Amigo with the same mental health questions. In the last email I said I had answered the same questions twice already but answered again. Do you think they are just stalling?
Sara (Debt Camel) says
They could just be badly organised?
This is very poor complaint handling. If you want you can complain about it, Or ask FOS to give yiur case priority… but as Amigo seems to be settling a lot of cases at the moment you could just try to ignore if and get through the next few weeks.
Maria says
Thank you I think I will leave it for now but I am concerned as in my reply I also said I had sent my complaint to the financial ombudsman which I regret now as they may not deal with my complaint
Sara (Debt Camel) says
Amigo are trying to deal with their backlog at the Ombudsman – sending your case to FOS was a good idea!
Staci says
They have done the same with me loads of times and being passed to different people consistently and im at 19 weeks now im fed up . Annoying as they told me that they were handling cases in date order on the phone clearly arent as cases more recent then mine have been picked up dont know if good or bad news
Mb050785 says
Me too. Nearly 20 weeks now (20th January), yet it seems people who have sent complaints before me have had their case looked at and dealt with before mine. So much for doing them in order. Not really sure what else to do other than wait. Nice to see others getting good outcomes though!
Jordan says
Hi there! So sorry to ask but I am not very good with these things, I put my complaint to amigo 12 nearly 13 weeks ago. I submitted it to the ombudsmen 8 weeks in.
Today I received my dsar, from my calculation the interest paid using amigos statements is in total £10,935.52 over 3 different loans.
Interest paid
1) 6000 May 2017 £353.18
2) 10,000 July 2017 £5716.80
3) 10,000 Jan 2019 £4865.54
Amount paid in total £12,124,65.
The total I have received from amigo is £10,952,61.
My question is, if granted, how much will I receive back based on the 8% figure? I have become very confused, is it 8% per year money has been with them? Do I receive all of my money back or is it just the interest?
Sara (Debt Camel) says
Has the last loan be repaid? Were these the only three loans you had?
I have seen a lot of people get very confused with the amigo statements. It is easier to ignore the interest figures Amigo gives and just look at cash movements.
Could you say for each loan:
– how much was borrowed?
– how much cash you received? (will be less than what was borrowed for top up loans)
– how many payments of how much you made to the loan eg 6 payments of £121
The 8% interest is likely to end up being very little because of the way Amigo calculate this.
Jordan says
Hi there
No it has not been paid back yet. I am still paying it. I will give full details
Loan one – paid out 6000 19th may 17
Payments 1x 237.15
Loan two – paid out 3883.97 10th July 17
Payments 18x 395.25
Loan three – paid out 1086.61 23 Jan 2019
Payments 11x 395.25
Balance is currently £10,908.68
It was 6000, 10,000 10,000
I was a horrible gambling addict (I am now clean but started an NPO helping gambling addicts 6 months ago)
These were the only amigo loans I had yes.
Sara (Debt Camel) says
On those figures, the cash you received was 10969 – which is very close to what you previously said.
But the payments you have made total £11692 (237 on loan 1, 7110 on loan 2 and 4345 on the current loan) which is a few hundred less than your previous estimate of £12124.
Assuming the new figures are correct, I make it you have paid £354 interest on thloan 1, £6024 interest on the second loan.
The current loan you have not yet paid the amount you borrowed, so there would be a balance to pay of £5655 if interest is removed from those loan.
That balance would then be covered by the interest refund from the first two loans, wiping the current loan and giving you a refund of c £723.
The 8% interest would be less than £10.
Emma says
Spoke to Amigo this morning who have stated anyone who has accepted their offer through FOS, will have their refund within 4 weeks. However, they are processing them much earlier than this in most cases!! So a maximum of a 4 week wait for this all to be done and dusted! So pleased to finally have the end in sight!!
Chris says
Hi . Have you had your email yet telling you how much you will receive? I replied to FOS last night to confirm I accept a full refund plus 8%
Emma says
Hi Chris. Not yet. Going by Amigo, should’ve received in the next week :) congrats on your offer!!
T says
Had a call off FOS today. Amigo have contacted them and offered all interest on all loans plus the 8%.
I am so happy and overwhelmed, I’m not sure how much it is but just wanted to update you all.
Thank you so much Sara for all of your help and this website.
Lucy says
Hello
My complaint went to the FOS and the investigator sent their decision to amigo on 9th April 2020 to refund any payments and 8% interest. They usually have two weeks to respond however asked for an extension due to Covid 19. It’s now been 8 weeks and I haven’t heard anything. Is anyone in a similar position and can give me a timescale of how long the wait is during Covid 19?
I called them when it had been four weeks and they stated they were catching up with complaints and should have a response in the next two weeks.
Steven says
Hi Sara, I put in a complaint to amigo in mid January and my guarantor and myself ceased payments. After an initial couple of weeks of them trying to get money from us they have went deadly silent. Obviously I’m in the fortunate position of not paying so I am in no hurry but is nearly 4 months typical? I’m well Aware of the current situation and long waiting times as I follow this thread but still seems a bit long with zero contact from them. No questionnaires to fill in etc. I did send it to financial conduct after the 8 weeks had expired and have had no contact from them either other than to acknowledge receipt. I’m just making sure I’m not living with my head in the sand and forgetting about them.
Sara (Debt Camel) says
It sounds unusual, although no-one has mentioned the questionnaires for a couple of weeks, so they may have stopped sending those out.
Michelle says
Hi ive just received a email from amigo saying no to my complaint its with the fos
Emma says
I had the same yesterday :( waiting for my case to be allocated with the ombudsman. I have no idea how they justified their decision, I emailed them back telling them so and reiterating why I should not have been given the loans, not expecting a reply, I’ll leave it to the ombudsman now, good luck, hope you hear from then soon.
L says
That’s rubbish 😔 I really don’t get how they come to some of these decisions! Can I ask when did you first put your complaint in? We’re only past the 9 weeks now but only had the email last week with the usual “it’s a more complicated case so taking longer ect ect”
Emma says
I waited 15 weeks for my ‘it’s a no from us’ email, but many have waited a lot longer. It seems they sit on the complaint for ages and rush through it as was told 2 days ago they hadn’t looked at my complaint yet (despite me having the ‘complicated case’ email) some weeks before, I can’t see a pattern to how they’re dealing with it really. I don’t know, maybe different answers/outcomes depending on the staff member? It’s really odd, hope you hear soon.
Sara (Debt Camel) says
Hi Michelle, sorry to hear that. You haven’t said anything about your complaint, I wonder why they rejected that when all the other news seems to be good?
Abbie says
For those who have had their complaints re looked at and offered interest plus 8% back.
How long has it taken to get the email from Amigo with the amount they are paying?
Amigo reversed my decision yesterday afternoon and I replied to FOS saying I accept that. But just wondered how long it’ll take for them to give me an actual figure and then how long it takes to receive that money.
Thanks
Emma says
Amigo told me 4 weeks max from FOS telling them the offer was accepted to payment in your account. Was told it is normally much quicker than this.
VH says
Exactly the same position as you Abbie.
Called Amigo this morning but couldn’t give me a time frame just said they have my acceptance and working through the refunds.
Just cannot settle until money in my bank account.
VH
Lucy says
If you wouldn’t mind me asking, how long between the FOS sending the complaint to amigo did you hear off them regarding their decision? I’ve been waiting 8 weeks now.
Abbie says
My complaint was ignored. My case was prioritised with FOS however Amigo didn’t send them the business file. The adjudicator gave extensions but they still ignored, they then were given the adjudicators provisional decision and had 4 weeks to respond to that which they didn’t do. It has been in the queue for Ombudsman for 5 weeks and yesterday Amigo contacted the adjudicator saying they’d revised their decision.
Hopefully amigo reverse their decision with your case before it gets to this point.
Matt says
I had my complaint rejected but then received a letter last Tuesday saying it had been upheld as a goodwill gesture. Spoke to the woman from amigo who sent the letter and she said its taking about 7-10 days for it to be sorted.
VH says
Lucy
Mine has been ongoing since last October. First rejected by Amigo and I sent straight to FOS and was assigned adjudicator in January had to wait the 8 weeks plus more and then 13 May FOS up held my complaint and instructed Amigo to refund interest + 8 %. Only heard yesterday, think a bit lost in system somewhere, I accepted Yesterday but still not got email with amount yet, still waiting.
Have to say Amigo customer service have been very helpful to me when I have called during the last few weeks.
Adele says
Hi VH,
I accepted 2 weeks ago & still waiting for an email with what figure I’m getting back, wish they’d hurry up I can’t settle until I know the figure.
Abbie says
Oh wow I was hoping it would be a quick process. I feel so on edge that they’re going to go bust and that’s why suddenly offering so many refunds.
Like you I can’t settle until I know the figure, I feel a bit like I’ve said I accept but I don’t know if I do without seeing the numbers.
Hope you hear soon, please keep us updated.
T says
I was informed today that the decision would be over turned and asked amigo for the figures. A gentleman from amigo emailed me earlier to say they had requested them, I replied to the email to ask how long the process is and this was his reply.
Thanks for your email. No problem, if you have informed the FOS that you accept our offer, they will be in touch in due course. I’m still waiting for your redress figures but should have these hopefully tomorrow. Once I have these figures and correspondence from the FOS, the refund process should take no longer than 10 working days.
Hope this helps.
Ann says
News just in
Week 20 with Amigo and earlier today when I called them they said no answer yet.
Imagine my surprise to just now receive an email saying complaint upheld and I am due a refund of over £5000 and my loan cleared.
Amigo upheld mine, it had not been picked up yet by FOS
Got the figures on the email, I called and accepted and told to expect money in 5 days
Thank you to Sara and this site, I had not even considered complaining until I came across this site.
For all those waiting, hang in there and do not give up
Thank you again
Karen says
That is a great outcome I’m sure you are relieved!! I am only 11 weeks in so I’m sure I’ll have quite a wait!!
Karen says
I had rang about my complaint but the lady couldn’t tell me if anyone had even looked at it.
Andy B says
Honestly, I think we’re all being seen to at random, and it really wouldn’t surprise me of x% of files are being automatically upheld just to clear some backlog.
I would guess the cases have been streamed to staff and we’re playing supermarket queuing here: the next queue always seems to be moving faster.
The current tranche seems to mlbe moving quickly. Sara maybe have a sticky post of something for people to put their dates in for monitoring, more data in one location might make working out their gameplan easier?
Sara (Debt Camel) says
I think your supermarket queuing may be a good analogy.
I have seen this happen a few times in the past, where a lender wants to clear a backlog. It’s impossible to work out why some people are picked up first and not others. Phoning or emailing doesn’t help, if the lender puts time into answering the queries that’s less time actually processing a few more – so people get fobbed off.
Sorry, I know it’s very frustrating, but I am not sure there is a clear gameplan to work out.
Chloe says
I’m at week 19! I hope I only have another weeks wait for there response!! Holding out hope reading this!
Glyn thomas says
So I have had my complaint accepted by amigo today but not sure what I will get back
Loan 1: 12699172 – £3,300 over 36 months
paid out 16/08/2013 – settled 19/12/2013
Loan 2: 35743323 – £5,000 over 60 months
paid out 21/03/2017 – settled 17/03/2018
Loan 3: 40382904 – £10,000 over 60 months
paid out 17/03/2018 – currently active – balance as of today: £3,690.00
Don says
Hello, just wondering if anyone is in the same situation as me. I’m starting to feel like I’m seeing a lot of people who have submitted complaints after mine, even to the FOS are getting their complaints finalised and I’m just sat here waiting and waiting.
I initially put my complaint into Amigo last August, they upheld my last loan but refused to look at my other 2 loans due to being out of the time limit. I sent it straight over to the fos an did was finally picked up in March when they wrote to Amigo advising the loans should be looked at and gave them 2 weeks to respond, they didn’t, he extended it, still no reply so it’s been sent to the ombudsman to make a decision as to whether my loans should be considered for complaint. It’s been, I’m guessing, in a queue since the 18th May. I’ve emailed Amino but no joy with any reply. Is anyone else in a similar situation as all I seem to see is people who have submitted complaint later than me getting their complaints finalised, which obviously is brilliant, suppose I just feel because my loans are older they’re getting pushed further back to the queue to be dealt with?
Claire says
I’m in the same situation, I put my complaint in last july!!! No response from amigos apart from final response on a disk I could listen too!! Adjudicator agreed I was mis-sold my loan, still nothing so I’m now on the ombusman waiting list…. pretty much a year I’ve wait!! I really find this unacceptable but hay,nothing I can do about it, I literally feel when I ring up I’m pushed to the back!! Good luck guys x
Fellowman says
Hi Don.
Yes i am in same position. Its 34 weeks since initial complaint. 22 weeks at Fos. Nothing complicated about my complaint or special. Just a bog standard one. Seems we are falling down the que because cases are being prioritised before ours. Hopefully we will get our turn eventually. Its unfair, but fingers crossed.
Don says
Frustrating isn’t it, there doesn’t seem to be any kind of structure or order to how the complaints are being investigated. I do feel like I’m taking steps further away from an answer rather than getting closer to one. I guess the waiting game will just continue.
I messaged my adjudicator asking if he could confirm if my case was still in a queue for review by the ombudsman and that I was aware Amigo had been reviewing cases and in light of this had they made any contact about my case. This is the reply I had…
“Thank you for your email. Amigo are currently reviewing some cases that we have given opinions on. We have been told they will have an answer within the next few weeks. Once i have an update about what this means for your case ill be in touch.” Not quite sure what to make of that really. I might bite the bullet and just give Amigo a call and see if I can get anything from them.
Good luck with your complaint, I hope you’re not waiting too much longer.
Candi says
*UPDATE*
Complained end of October 2019, submitted to FOS at 12 weeks (Amigo requested extra 4 weeks to look at the complaint), not upheld beginning of February, case prioritised at FOS, adjudicator decided in my favour end of March, Amigo did not respond within any of the time frames given so put in a queue for an Ombudsman end of April.
received an email from my adjudicator today saying Amigo have revisited the complaint and still do not agree with the recommendations but as a gesture of goodwill are willing to remove the interest and charges plus 8% and any negative info from my credit files
Samantha says
I just want to say all those that are rejected by Amigo in the first instance – DON’T GIVE UP! I was so distraught when I had my reply/rejection and they almost persuade you that they’re right- They are very manipulative and start making you doubt your case. My partner actually gave me the push to send it to Ombudsman as I was so disheartened so I did (not holding out much hope).
On Monday this week I had an email to say the same as what many of you are receiving – “Amigo has now told us it would like to make an offer in full and final settlement of your complaint. It says it is making the offer as a gesture of goodwill and without an acceptance of liability” which will include refunding all the interest and the loan will be finished. I’ve had Amigo loans for 3.5 years now, 2 stupid top ups and many months of struggling to pay £488 a month it is all finally coming to an end.
I cannot thank this group, Sara and all the info support I’ve read over the last few months. This process started for me in December last year and there is finally light at the end of the tunnel. Sorry for the essay guys but I know how these stories helped me throughout this process and gave me hope in the darkest of days. Good luck to you all, I hope you all get the same sort of outcome. Again…DON’T GIVE UP! :)
Sara (Debt Camel) says
we all like reading this sort of essay!
Samantha says
Thanks Sara
I was just wondering for peace of mind and curiosity really how I work out what the outcome figure is likely to look like. Bur I understand how busy you must be atm so please do not worry if you are struggling for time.
Loan 1 (December 2016) for £5250 over 36 months. Paid 2 x £256.14
Loan 2 (March 2017) top up to £10,000. Amigo settled previous and paid out £4,739. Paid 13 x £487.89
Loan 3 (May 2018) top up to £10,000, Amigo settled previous and paid out £2,131.32. Paid 25 x £487.89
I think as its a gesture of goodwill there was no mention of the 8% so not sure it’s included. I think it may just be interest all refunded and put against what I’ve had.
If you could help that would be wonderful, as I say I’ve already accepted the offer now but just super curious and can’t stop checking my emails!
Sara (Debt Camel) says
on those figures I make the interest you paid roughly:
loan 1 – £527
loan 2 – £4200
loan 3 – £2175
so the last loan will be wiped and you should get a refund of c £6900.
Plus a few hundred in 8% interest,
Samantha says
wow! Thanks so much Sara! No having to pay nearly £500 a month is overwhelming in itself, this added bonus is absolutely amazing. I honestly can’t thank you enough!
A.n says
Hi Sara
I was hoping you could.help with my calculation if my complaint is upheld.
Details of all loans below. I have outlined amount and payments I made.
Loan 1 – jan 2013 £2500. Paid £70×8
Loan 2 – Oct 2013 £4250 Paid £140 x 6
Loan 3 – Apr 2014 £5000 Paid £160 x 12
Loan 4 – Mar 2015 £7000 Paid £230 x 15
Loan 5 – June 2016 £7500 Paid £230 x 10
Loan 6 – Apr 2017 £8500 Paid £250 x 2
Loan 7 – June 2017 £10000 Paid £250 x 2
Loan 8 – July 2017 £10000 Paid £500 x 6
Loan 9 – Mar 2018 £10000 Paid £400 x 18
Based on above figures what do you calculate as a refund due if successful with the 8%. I appreciate this is an estimate.
Currently showing £13068 owed.
Many thanks again
Sara (Debt Camel) says
can you say for all the top up loans how much cash you actually received?
from your bank statements? emails? the SAR info Amigo sent you?
Without those numbers I can’t tell how much you settled the previous loan for, so it’s not possible to say what interest you paid.
A.n says
I havent to hand
I guess it’s a case of working out all of my payments and then deducting from the 10k of latest loan though?
Is that correct?
I assume balance of £13k owing is somewhat irrelevant.
Many thanks
Sara (Debt Camel) says
I guess it’s a case of working out all of my payments and then deducting from the 10k of latest loan though?
No! That sum is not going to help you at all because you don’t get all your previous payments refunded, you only get the interest paid on the previous loans refunded.
Sorry there is no way to do these calculations without knowing the cash you received (or the amount from the top up that was used to settle the previous loan – but it’s usually simpler for you to find the cash you received.)
Audrey says
Hi Sara my husband complaint will of been with amigo 8 weeks on 16th June. What usually happens after this time. Thanks
Sara (Debt Camel) says
What usually happens is … not a lot. He may get an email saying they haven’t been able to look at his case yet but they hope to in the next 4 weeks but you have the right to send it to the Ombudsman now if you want.
Things are changing at the moment, but whether that will affect complaints coming up to 8 months is unknown.
Vicki D says
Hi Sara, just as an FYI I had an email from Amigo & a text today. I submitted my SAR and Complaint on 7th May, so barely 4 weeks ago. Email said – Still looking into complaint, its complicated BUT we will send your final response within 8 weeks. Nothing about delays so hope they have caught up.
The text was re: SAR – Due to COVID we have experienced issues getting things done, but we now have solutions in place to catch back on outstanding requests and queries and we will have this out hopefully within the next week.
These look a little different to some of the things ive seen of late so thought I would just let you know
Audrey says
Thanks. He got one couple weeks ago saying that they investigating it still as it looks like it needs a lot of attention. How do I send it to the ombudsmen.i still have the break down of the figures you sent me
Sara (Debt Camel) says
The article above looks at what to do. Use the Ombudsman’s Online Form as that suggests. but you can’t do this until Amigo have had the complaint for 8 weeks.
C says
I spoke to Amigo this morning. They couldn’t tell me whether they’d received acceptance of their offer from FOS. Nor could they tell me whether or not loans over 6 years old would be included. Nor could they tell me when I’d receive the actual settlement calculations. Their customer service hasn’t improved any then.
Matthew Smith says
I was alittle concerned about Amigo stating they havent received the acceptance email from FOS. I checked with Amigo yesterday and was advised they hadnt received it yet, despite being sent a few days ago. I’ve just spoken with the investigator at FOS and she advised the following
1) Amigo have definitely received the acceptance email, if you’ve received an email from FOS confirming your acceptance. The investigator will always receive acknowledgement of receipt from Amigo.
2) The reason Amigo may state they havent received the acceptance is due to the fact Amigo have a separate team who are handling these complaints and only FOS has access to this team. Therefore when acceptance is sent this team will update the system, however they are working through a large backlog. So when anyone calls and speaks with Amigo you arent speaking with this team its likely the system hasnt been update and the person answering your call or email doesnt have access to the information. She did mention it has been taking this team nearly 3 weeks to respond to queries from FOS via email, however the acceptances are being handled separately to speed things up.
3) Finally she told me that FOS expect Amigo to payout within 4 weeks of the acceptance being sent. If that doesnt happen to call your investigator (Not Amigo) and they will pick this up for you, as if its something that happening alot they will take this forward with Amigo.
Matthew says
Hi 2 questions
1st has anyone had any outcome with uk credit complaints they rejected my complaint now at FOS for almost 2 1/2 months ??
2nd I still have small outstanding balances with uk credit and amigo with complaints on both was wondering do you still pay them while they are dealing with your complaints or stop untill a final decision has been decided by FOS on both ??
Andy B says
With 2 I would exercise caution. I did try this with Amigo (I’m very belligerent over these matters, and having won a few cases before I am prepared to perhaps go a little further than most, bouyed by my own ego probably) but remember Amigo are well within their bounds to demand payment from your guarantor.
Might be a tricky conversation.
It is sickening though, as Amigo rely on the soft-soap “When you took on your agreement you promised to pay blah blah blah” like a whining teenager they forget very quickly that THEY promised agencies they would handle complaints properly and respond within eight weeks as part of their credit licence.
Rules for thee and not for me is the adage that springs to mind….
matthew says
Thanks for your help
T says
Hi Sara, I was wondering if you could help work out what I might be refunded.
Loan 1 £500 Aug 2013 -feb 2014
Made 5 payments of £51.52
Loan 2 (top up) £4250 feb 2014 – August 2018.
Amigo paid £3894.91 taking £355.49 from previous £500 loan
I made 46 payments of £181.80, 2 x £90, 2 x £91.80 and a final payment of £56.48.
( the £90 and £91.80 were payments that were split due to affordability issues. So total paid back was £8782.88.
All loans are settled.
I hope I have put all the correct figures on here.
I have no idea how to work the 8% back.
Thank you in advance.
Sara (Debt Camel) says
So on those figures I make the interest on the first loan £111. Realistically the repayments were so small and the interest paid was so small that you probably don’t care if this loan is decided to be affordable!
On the second loan you paid about £4495 in interest.
And at a guess you would probably get about 900 in extra 8% interest. Less tax at 20%.
T says
Thank you Sara. No originally I just went bin for the 2nd loan but the response fos was to pay back all interest and 8% on all loans.
Just awaiting the figures. I did guess about £4500. So anything more is an added bonus. I cannot thank you enough. Ive been following this site since December last year when I first put my claim in using your template.
Let’s see how long this next process takes now. Again massive thanks to you and your hard work x
VH says
Called Amigo today to see when my confirmation email re refund will be sent. Assured me it is now waiting for calculation and should hear by End today or Monday.
My concerns are they said full refund and 8% and I accepted offer via FOS on Wednesday but not actually seen any figures. Really wish I heard today But they now closed.
Anyone else still waiting for the confirmation email following Acceptance via FOS
Gemma says
Just curious that why you have to pay tax at 20 percent on any refund as tax man didn’t help me pay my monthly repayments so why are they even involved
Thanks
Sara (Debt Camel) says
When you get a refund of the interest you paid, this is not taxed. it is your own money and it is just being returned.
But when 8% interest is added on, that is taxed as though it is savings interest. Non taxpayers can claim it all back. Basic rate taxpayers can claim back 3200 of tax deducted each year.
aftab says
hi Sarah
just received a generic email from Amigo , they are still looking into my refund complaint its been 8 weeks….
my question is shall i wait for there response before sending my complaint to foc ?
thanks in advance
Sara (Debt Camel) says
Well it’s your choice. Lots of people have waited 16+ weeks and then got a rejection from Amigo…
That may be changing, but we won’t know for weeks.
If you have repaid the last Amigo loan so you aren’t under a lot of pressure you may be happy to wait and see if they make you a reasonable offer.
But if making the current repayments is causing your problems you may want to send the complaint to FOS now.
Karen says
Hi sara, would you please calculate the intrest for me please don’t care about getting anything back would just be a relief to even be near close to paying off loan!!
Loan 1 may 2017 £1000 paid x1 £103.06
Loan 2 july 2017 £4000 (paid in £3064.95 as paid off loan 1) paid ×2 £195.16
Loan 3 sept 2017 £5500 (paid in £1539.64 as loan 2 paid off) paid ×3 £217.39
Loan 4 jan 2018 £10,000 (paid in £4455.16 as loan 3 paid off) paid ×22 £395.25 and x2 £100.
Still owing £11,097.41
Sara (Debt Camel) says
On those figures I make the interest paid as follows (remember you may have typed in numbers wrong or I may have, this is just a guess)
loan 1 – £39
loan 2 £351
loan 3 £696
in the last loan you have paid £8890 so fra, so still have £1110 to pay before you have repaid what you borrowed.
but most of that balance will be repaid by the interest on the earlier loans (if they are all upheld), leaving just £24 remain to pay (!)
cher says
Hi i have received some great news tonight!.Just to give people a idea of timelines I submitted my complaint to amigo in October last year ,it was rejected by them on January. I Sent it to fos in week 8 and it was assigned to a adjudicator on the 12th May.
My email was the same as a few people have been receiving ,amigo had revisited some previous complaints and as a gesture of goodwill will be refunding any interest paid plus 8%.
Just wanted to say a heart felt thankyou to you Sara for this site,you do such a amazing job and have helped so many people ,can I ask if I provide you figures do you think you could give me a rough idea of what I may be looking at being refunded please?.
LOAN 1-£5000 Started on 9th July 2014
11 x payments of £309.08
LOAN 2- 9th July 2015 £7000
Settlement to amigo for previous loan -£3386.63
Cash amount received -£3613.37
57x payment of £276.67
1× payment of £2000 made in October 2019
Loan was fully paid off in Feb 2020.
Thanks again and good luck to all still waiting.
A says
*** UK CREDIT***
affordability claim submitted and within 3 weeks they upheld my claim on a second loan . Releasing my gaurantor removing charge on house ( account defaulted)
Paying all contributions my guarantor made on account during the loan . Then the interest back ect ect . Never went to FOS ..
They never investigated first loan as they said it was time barred this will be sent to the FOS .
Sara (Debt Camel) says
Good!
Did they also remove the CCJ?
A says
Yes ccj removed suspended attachment of earnings removed charging order on gaurantor house .
They are still working redress out as my gaurantor made considerable payments on the account from her bank and credit cards hopefully they will be able to tel so they can be refunded to her.
Aiyesha says
Oh my GIDDY AUNT!!…CANNOT believe it!!!, working away and decide to check my junk, Amigo had only sent me an email at 4pm upholding BOTH of my loans and stating they will be refunding me double what I had worked out!! (clearly got that calculation wrong!), may have been arrears fees added too?, I don’t know how they’ve worked out but my £6.5K balance for the 2nd loan is cleared and a nice tidy sum coming back to me (Cleared first loan in 2016). Honestly thought I’d be at the tail end of the queue waiting months and months as it has not even been that long for me!!! and without FOS intervention?…Wow, miracles DO happen!
I posted a few days ago, my two friends getting their loans upheld without FOS was a good sign for everyone, certainly WAS!!!
Sara, thank you, thank you, thank you, Xxx
Sara (Debt Camel) says
Yay!
Any arrears fees And additional interest are refunded. Everything you paid to a loan over what you borrowed is refunded, including any payment fees, broker commissions etc.
Aiyesha says
Yes, that’s it!…I was ALWAYS in arrears with them
Still absorbing it! , no more £279pm payments it’s like a big boulder that was sinking me to the depths has now been removed, huge, huge weight lifted and it’s all down to you Sara and this site…take credit for the many many lives you have improved with your knowledge and selfless act of sharing and helping us mere mortals, you won’t be forgotten that’s for sure…Xx
Good luck everyone with your cases!!…Gemma, REALLY hope you get good news soon, youve been waiting FAR too long!, as have many others like you, Carole, you were at same stage as me (Just over 10 wks) …hope you got good news too!,Xx
Carole says
Hi Aiyesha
That’s wonderful news, well done you I’m really happy for you. I am still awaiting Amigo and on week 11 now. How long did yours take again? I’m also awaiting George Banco at week 11.
Aiyesha says
Hey Carole,
Submitted 21st March (Sat), they put it down as being received 23rd March (Mon), I would have been 11 wks on Monday, got email yesterday stating they uphold both of my loans with them, redress calculation had already been done by them and was in email, I had worked it to be half of what they are actually refunding but Sara said arrears fees and additonal interest is refunded too, which I didn’t know so that’s what most likely bumped up the redress figure
Only saw email around 3am this morning so will call them Monday, accept and get a timeframe for payment
Hopefully, you’re not too far away from a resolution, think Andy’s ‘Supermarket queue’ analogy is correct, some handlers could be working faster than others perhaps?
Fingers crossed for you, Xx
Carole says
Hi Aiyesha, I’m so happy for you. Yip I thought you were the exact dates as me with when it was sent first and acknowledged. Let hope mine is Monday then although reading so much on here it seems some are at week 20 and others who are receiving responses at week 10/11/12. It’s a shame for them. I do hope mines Monday so I can stop paying them £365 a month, although I am not sure of any figures because they send you statements that are really not clear at all. I wouldn’t know how to work it all out with top ups etc and how much I was given each time. How do you know there calculations were correct?
Aiyesha says
That’s a really good question?…truth is, I don’t, mind you I never took any top ups ever, that can make a calculation complicated for us but easy for Sara
I’m just so relieved to be getting rid of my £279pm payment which had another 3yr life span, tbh I don’t actually care , I worked out half of what they’re refunding after going through bank statements with a fine toothcomb with regards to what I had paid compared to what was still owing so I doubt I’ve been cut short since their figure, even the 8% interest came out higher than mine!…Lol, I’m more than happy with that :)
I’ll post on here when they actually pay it as a guideline, let us know how you get on ok, sincerely hoping the best outcomes for everyone, everyone has suffered in some way or another and deserve recompense, Xx
Carole says
Hi Aiyesha,
Thanks for the info. I think I need to go through my bank statements. I will keep you posted when I get my result. So glad you got a lot more than expected, I guess im wanting to work mine out and hope for the same lol. Hope you get your money soon and let us know 👍. Soon as I hear I will post here! X
Carole says
Hi Aiyesha
Thats my final response yesterday come back. All 6 loams upheld- unfortunately I still owe them a balance but happy to have no interest now and not owe them 10k.
Gemma says
Thanks Aiyesha I’m over the moon for you to get the right decision you deserve along with everyone else. Just holding on to some hope xx
VH says
Sara
I’ve been looking at a few news articles re Amigo in last 2 days. Do you think there is likely Chance they will go bust.
Feel a bit on edge until my confirmed refund is settled and in my bank account.
VH
Sara (Debt Camel) says
It looks unlikely in the immediate future – they have a lot of cash in the bank!
Em says
Well to start with I would like to say a huge thank you to Sara.
I stumbled across this site a few weeks before wonga paid out and I’m so glad I did.
At the end of January I complained to all of the loan companies that I have used. Within the first 8 weeks I had received money back from lending stream, satsuma and myjar. I still awaiting news on a couple that have gone into administration but fingers crossed in time I might get a bit more.
At the same time my complaint went in to Amigo!! Like many people I got sent the information requested along with emails asking questions. I then had the request for a further 8 weeks to look into my claim. At the time the loan was open and I continued to make the payments.
At the end of may I found myself in the position that I could clear the loan which was due to end in August . As with many people the covid19 situation disrupted my work and home life so I hadn’t got round to forwarding my complaint to the fos.
To my surprise I had an email yesterday saying they have agreed with my complaint and are refunding just over £3500. When I called them to accept the offer and confirm bank details they said the money will be in my account within 10 working days.
Thanks again Sara for making all of this help and advice available to so many people. You really do deserve a medal.
Ann says
It seems like quite a number of people got good news from Amigo this week, me included. I just cannot rest until I actually receive the money, it all seems too good to be true. I was told 5 days, some people are saying up to 4 weeks.
Has anyone actually received money due back yet? Or are we in for another long wait?
Sorry to sound negative but I am just worried and do not want to get my hopes up too much
Matthew Smith says
I spoke with FOS yesterday because I was slightly concerned about them playing delaying tactics, especially as a few people on here had said Amigo hadnt received the acceptance email. The FOS investigator for my case said that if you’ve received an email from FOS confirming the acceptance, Amigo have definitely received it as they receive confirmation. Also, they expect payment to be made within 4 weeks of teh acceptance email from FOS. If you dont receive it after 4 weeks you are to call FOS and not Amigo. FOS are dealing with a team at Amigo specifically about these complaint who no one else can contact. So if payment isnt made they will then chase them. After speaking with FOS am alot more confident that it will be handled better than the original complaint.
Ann says
Can I ask, my complaint upheld this by Amigo but I am due to make my next payment next week. It is still showing on my account as due. Do I pay it and they will add it to refund?
Thanks
Sara (Debt Camel) says
It’s best to cancel your direct debt as soon as you are told the last loan is being refunded
If you make another payment now, it will be added to the refund but it means they have to redo the calculation so it may delay things.
If you still owe a balance on the last loan after the refund, you can make an arrangement to pay it an affordable amount.
Liam says
Hi Sara,
Quick question. I took out a loan with UK credit a few years ago and then a top up. I have no email chain of what was borrowed so I don’t know the amounts. I also am not on talking terms with my guarantor from them so can’t ask them. How do I go about finding these amounts and dates before putting a complaint in or can I out a complaint in without knowing amounts and dates. Any help would be welcomed. Thank you.
Sara (Debt Camel) says
You can complain without knowing the details. Just say the loan and the top-up were not affordable. If you use the template in the article above, it asks for a copy of all your loan application details.
Alternatively you can probably see the loans on your credit record if they were within the last 6 years.
Edward says
And finally just shy of 13weeks (Monday would be 13 weeks)
Just had my finale response email from amigo.
Upheld both my loans with my balance cleared and a nice wee refund,
Thank you Sara this page as helped out so much.
Posted in wrong page fist time
Victoria says
Wow that is quick , I am on week 13 today. Hoping to here and my loans are upheld.
I have emailed them again this morning. They are working Saturdays and doing overtime I believe.
A.n says
Hi Sara
Would you be so kind in estimating how much I could possibly have returned if my complaint is upheld?
I have listed all loans and also noted the payout amount for all top ups.
I am now at 13 weeks so from reading the comments sounds like I have a few weeks left but hoping for an outcome soon.
Current balance shows as £13k owing.
Loan 1. Jan 2013. Loan £2500 (Paidout £2403). Paid £70 x 8
Loan 2. October 2013. Loan £4250. Paidout £2403. Payments made £140 x 6
Loan 3. April 2014. Loan £5000. Paidout £1194. Payments made. Payments made £160 x 12
Loan 4. March 2015. Loan £7000. Paidout £2734. Payments made £230 x 15
Loan 5. June 2016. Loan £7500. Paidout £1148. Payments made £230 x 10
Loan 6. April 2017. Loan £8500. Paidout £1409. Payments made £250 x2
Loan 7. June 2017. Loan £10000. Paidout £1239. Payments made £250 x 2.
Loan 8. Aug 2017. Loan £10000. Paidout £1853. Payments made £500 x 6
Loan 9. March 2018. Loan £10000. Paidout £583. Payments made £400 x 18.
Many many thanks
Sara (Debt Camel) says
some of those number don’t look quite right. £250 repayments for loans 5,6,7 which were all for different amounts?
I don’t think it’s possible to pay that little on 10k. And on that figure you haven’t paid enough to close loan 7 and paid no interest on the first loan.
Sorry, I don’t think there is any point in giving you numbers as they really don’t look close to being right.
A.n says
Hi Sara
Firstly apologies for messing this up. I now have all figures for all loans so I have listed as much as possible to help make the calculation for me. I often paid adhoc amounts of sometimes large amounts so this is why I was confused prior.
I really appreciate your help and I am sincerely hoping this is upheld for me .
Details are..
Loan 1. Amount £2500. Payments made £1280.
Loan 2 top up. Amount £4250. Settlement of prior loan £1846. Payout £2404. Payments made £1260.
Loan 3 top up. Amount £5000. Settlement of prior loan £3805 Payout £1194. Payments made £2580
Loan 4 top up. Amount £7000. Settlement of prior loan £4266. Payout £2734. Payments made £3878
Loan 5 top up. Amount £7500. Settlement of prior loan £6351. Payout £1148. Payments made £2970
Loan 6 top up. Amount £8500. Settlement of prior loan £7090 Payout £1409 Payments made £335. (Only made 1 payment and then allowed top up again)!
Loan 7 top up. Amount £10000 Settlement of prior loan £8760 Payout £1240. Payments made £2400.
Loan 8 top up. Amount £10000. Settlement of prior loan £8147. Payout £1853. Payments made £3200.
Loan 9 top up. Amount £10000. Settlement of prior loan £9416. Payout £583 Payments made £6500. This loan is still open and is showing as £13000 owing
I would really really appreciate a tough figure based on the above and 8% calc if possible
Again many many thanks for the website, its awesome!!
Sara (Debt Camel) says
so the interest paid on each loan looks like roughly (remember you may have typed in numbers wrong or I may have, this is just a guess)
626
816
1846
3230
2561
595
547 (that one looks oddly low?)
2617
The last loan you still have 3500 to pay until the amount borrowed has been repaid.
If they are all refunded then the last loan is cleared and you would get a refund of c 9338.
The 8% is hard to guess. Possibly about £800.
A.n says
That’s perfect. Thanks so much for the help
Hoping it all works out now then !
C says
Hi Sara
I borrowed £2000 in May 2011 and made 12 payments of £129.92.
The first top-up to £5000 was in May 2012. I received £3664.92 and made 19 payments of £197.62.
The second top-up to £5000 was in December 2013. I received £694.22 and made 30 payments of £197.62.
The third top-up to £7000 was in June 2016. I received £3351.62 and made 15 payments of £276.67.
The fourth top-up to £10000 was in October 2017. I received £3134.37 and made 22 payments of £395.25.
The fifth top-up to £10000 was in September 2019. I received £1145.12 and I’ve made 7 payments of £395.25 to date.
You worked out the refund to be £12819 but can you tell me what the 8% statutory interest would be as well please?
Many thanks
Sara (Debt Camel) says
I can’t do that but it won’t be a lot as Amigo has an odd way of working this out.
Mb018538 says
Great to hear the good results coming through.
From my own perspective, it’s disappointing to see people getting responses and good outcomes at 13-15 weeks when I’ve been waiting 20 and heard nothing. So much for doing them in order. Reading that made me phone Amigo today.
Guy on the phone was pleasant enough. He said the complaints team aren’t in Saturday and Sunday (which I find amazing considering how many they have to get through) and that he’d chase it up for me Monday and let me know. Sounded like a classic fob off, and I’m not expecting to hear anything further. Just very frustrating now. Covid or not, 20 weeks is a shambles. Will keep you posted.
A says
I’m on 23 weeks with amigo and have had nothing, it’s sent to the FOS but haven’t heard anything yet. I’m so confused as to why people are receiving their outcomes before mine, I had an email from amigo to say it’s not because there’s nothing specific in my complaint causing delay they are just busy. But this is ridiculous now :( xx
Amy says
My complaint from the beginning to now is at 27 weeks , i was signed an adjudicator around 6 weeks ago and still nothing, Amigo haven’t even sent my information to the FOS yet so I had to send my SAR by email which only covers the loans within the 6 years , I’ve emailed and called but told I just have to wait, it’s very frustrating as I just want to know now either way as to whether my complaint will be upheld or not, I know with the current situation it’s all a little more difficult but 27 weeks 😩😩
Gemma says
Oh jeez Amy I thought I was bad for being 23 weeks but 27 is awful! Seems to me that amigo are pushing through any random complaint in any shape or form! I was told two weeks ago mine was with a complaint handler I have no idea if that’s even correct I do t know how long it take go through this process! But I’m the same it’s very unfair the way we have to wait and getting no final response and others getting upheld a lot quicker then us! I’m so disheartened by it all : (
Stacey Robinson says
Hi, I’m gutted :( my husband sent complaint to amigo Feb 12th. At 8 weeks he sent to fos.
Few week ago he recieved a email from amigo saying theyve refused to upheld the complaint as he knew what he was getting himself into and said he could afford it at the time :( they’ve taken my previous income into account at the time we took the loan out. When surely they should of took just my husbands income into account to which his bank statement shows just over £500 income a month and also shows he had a gambling addiction.
He’s still not recieved anything from fos. Is there any hope?
Sara (Debt Camel) says
Yes FOS may still uphold his complaint – I think FOS will look at the statements and work out what was actually happening.
Amy says
I think the exact same with them , I’ve seen payouts being made to people as quickly as 15 weeks 🤔 I wouldn’t mind waiting as long as I was getting updated even a little bit , it’s the nothing that is frustrating! When I was assigned an adjudicator, he actually phoned me and said what will happen but Amigo just haven’t responded to any of it , now I have no clue as my adjudicator just said to wait , it could be up to another 4 weeks 😩 Good luck with yours , I hope you hear soon 😊
Gemma says
My adjudicator has been waiting since mid April for amigo to send my file! I downloaded two weeks later but still have to wait for amigo first so it seems 🙄 fingers crossed for you Amy 🙂
Aiyesha says
I used to work in a complaint handling department of an organisation, we had a tier system for handling which is why I suggested this could be why some Amigo complaints are being processed faster than others in a previous post, straightforward ones were resolved immediately, any that required further investigation were send to a 2nd level and any that even the 2nd level could not decide on conclusively were sent to senior management level for review and final decision. Each level having their own separate queues….customer service reps could not see the progress so the information they could provide was limited
Given the drastic variation in resolution timescales…I am more convinced this could be the case here along with the ‘supermarket queue’ analogy
I would have been 11 wks on Mon, yet have been upheld yesterday….that is ridiculously faster than some, 23 and 27wks!!.
There has got to be a process Amigo has implemented and is following which is why some are clearing much quicker than others?, don’t forget they took on more staff to deal with complaints, many of those will be complaint handling novices, therefore ill equipped to deal with any complaints requiring further investigation, complicated, over 6 years etc so they must have a tiered hierachy system in place to ensure fairness re consideration which could unfortunately be the reason some complaints are waiting for considerably long periods of time to be finalised
just a thought…
Sara (Debt Camel) says
I don’t think Amigo are operating a systematic triage approach.
I have seen a couple of lenders aim to get through hundreds of refunds quickly and it always turns into this sort of thing. It looks mystifying if you are trying to work out why some are dealt with first but not others. There appears to be no rhyme or reason. If you phone or email you will get fobbed off or given information that isn’t compatible with what other people have been told.
I know this is incredibly frustrating and I can’t – obviously! – guarantee everyone will have their refund within a month. But I hope a lot of people will. Some people may get missed. Some people may get rejected or have a valuation that seems too low for no good reason. If these are a small number of people hopefully FOS will then be able to process that small number of cases much faster.
Aiden says
Today after 9 weeks I received an email from Amigo:
Having looked at your observations and carefully considered the information available on our systems, we have concluded that Amigo cannot be completely confident that the loan agreement was affordable for you. In particular we note, for example, that the adverse credit history on the account was significant.
Accordingly, Amigo is prepared to offer you redress in respect of the loan agreement shown in the appendix. The redress provided will consist of:
The removal of all interest charges under the loan agreement;
A refund of any payments you may have made in excess of the capital amount of the loan agreement, along with 8% simple interest; and
The removal of any adverse information from your credit file in respect of the loan agreement.
In addition, we have now removed your guarantor’s liability for the loan agreement.
This means the refund due to you at the date of calculation (including 8% interest) will come to a total of £1,563.14, plus any additional interest that accrues prior to you accepting our offer.
So the balance after my outstanding loan that they will pay to me is £398.78.
Should I now accept this?
Aiden says
It was this part I didn’t get if anyone can explain it to me?
Payments I have made in excess of the capital amount? Is that the total loan I took out from them?
I took out £3500 and made 18 payments of £216.16 so paid a total of £3890.88.
‘’’A refund of any payments you may have made in excess of the capital amount of the loan agreement, along with 8% simple interest’’
Sara (Debt Camel) says
on those numbers, you have paid £390.88 “in excess of the capital amount”
Rebecca says
Hello, I had exactly the same email after first putting my complaint in on 24th February so currently 14 weeks in. The won’t allow you to accept over email they’ve requested I call but I cannot thank this site and Sara enough!!
Sara (Debt Camel) says
You only had the one loan from Amigo? In that case, it sounds like a full refund offer, unless you think any of their figures are wrong.
Aiden says
Hi Sara,
Yes only had the one loan. I thought that’s what it meant but wasn’t 100% sure. Thank you for clarifying.
I’m going to email now to accept their offer and await the refund process. It’s such a weight lifted off my shoulders though to think no more £216.16 coming out of my bank every month especially in these difficult times!
Thanks so much for this feed and all your knowledge and assistance throughout everyone’s posts.
Aiyesha says
My response was EXACTLY the same apart from, mine read… ‘In particular we note, for example, that there were a number of apparent inconsistencies in the information you provided’
Cazza says
I was surprised to also get a positive outcome from Amigo with the same wording; I was expecting to have to go to the FOS
Vicki says
So this only took 9 weeks from your initial complaint? No ombudsman or anything?
Congrats on being free of them! I’m eagerly awaiting my response and this gives a little bit of hope.
Aiden says
Yes 9 weeks from the initial complaint. They emailed me a few weeks ago saying they were going to need longer. I was going to escalate to the ombudsman but I thought I would give it til 10 weeks as yeah I get they are busy with complaints and probably running on less staff with the covid-19.
I then surprisingly received the email and was ecstatic! I am going through an affordability complaint with Auto Advance at the moment too. They gave me 6 loans ( 1 main loan and 5 top ups) in the space of 13 months and all over my bank statements were gambling website transactions.
I’m on week 7 of that at the moment so waiting to see how that plays out.
Good luck with your amigo complaint I hope you get the outcome you are looking for.
Andy B says
Purely out of speculative interest, anybody had any joy getting Amigo to refund FLM loans?
I have a pattern of lending going all the way back to FLM, which I’ve heard various answers from Amigo including “What is FLM?” to “We keep some FLM data” to “We were FLM but they’re considered a separate company so we don’t investigate FLM loans” to “yes, we have actively researched FLM loans for affordability.”
All quite confusing.
I know FLM loans would generally be considered too old for general refund, but as I said mine form a pattern of lending.
Just wondered if anybody has succeeded in getting them to deal with FLM loans?
Gemma says
Well I had flm dating back to 2009 and flm quick when I took a top up in 2013 so it will be interesting to see what happens! But I’ve seen others on here had theirs upheld going back to 2011 and and they were flm then! Plus my Sar has a my flm one on there!
Andrea says
I’m
The same as you mine go back to 2010.
My first SAR CD was corrupt and I’ve been told my 2nd has been posted. I’ll see then if they have included my FLM loans on it.
Gavin says
Hi All
Just an update, I was originally rejected by Amigo and didnt take matters any further…
They emailed on Monday to say they had reviewed my case and upheld my claim.
I called them and gave them my bank details for refund.
Does anyone know how long it takes for them to process the refund?
Thanks to this website for the help
Skids says
Hey I had the same on Thursday. After you have accepted the offer and given bank details it should take 5 working days for them to process and then up to 3 days for the bank transfer!