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
Mr A says
Hi
So after 19 weeks I decided to call again on Monday and the same story not even looked at by amigo did not kick off like I use to just said ok and put the phone down, called FOS they then tell me that they needed the time scale letter from amigo duh!!! and the not even looked at it, for once I was not mad or upset done that to many times!!!
Roll on 1 in the morning checking my junk email have a confirmation of acceptance letter from amigo I could not believe my eyes, with a refund off just over £1600
I could not sleep that night even that I tried set my alarm for 905 to call them to accept, not bothered if the refund is not right have had a payment break for 4 months and am also 400£ A month better off.
I have had many heated conversationS with amigo was just not bothered this time and it paid off I already won with BAMBOO and got a 500 refund off them aswell
I cannot thanks SARA enough, this site and your help has helped me so much I cannot begin to to explain I was in a very dark place and had allot weighing on my mind, I am not totally debt free only personal friend and family who are more understanding but amigo and bamboo is a big weight of my mind.
I can only be honest for my self and know I took the loan with the charges and what I was getting myself into it have learned a valuable lesson and hopefully I can move forward
Thanks again Sara and hang in there People it will happen
Abbie Parker says
Has anyone that an email with their figures due following a ‘relook’ by amigo? Should note whilst waiting for ombudsman.
Anxiously waiting, it’s only been a week but am very on edge.
PM says
My complaint has been with Amigo for 16 weeks and I’m yet to receive a final response. I referred my case to FOS 8 weeks ago and it is yet to be picked up (they advised me that there is a significant delay). After seeing the recent surge of positive stories with Amigo, I phoned them yesterday and they told me that I would have a final response by 26th June, which is the date that they have committed to catching up on all claims. Just a waiting game.
CC says
Hi Sara,
I have sent the fos the paperwork for the Amigo loan and I have also requested my application and first phone call regarding the application with Bamboo. It’s the waiting game now. Is there anything else I can send to prove their was another loan? Bank statements have already been sent. Thank you
RBJ says
Hi Sara
Could you help with my possible refund calculation I’ve tried and failed to work it out
L1 payout 5225 broker fee £475 paid 56 x £206.52
L2 6250 (L1 settled @ £2673.85) paid 5 x £267.50×5
L3 6750 (L2 settled @ £6156.23) paid 2 x £266.79
L4 8250 (L3 settled @ £6764.50) paid 2 x 326.08
L5 9250 (L4 settled @ £8835.35) paid 8 x 365.61
L6 9500 (current balance is £8427.52) paid 16 x 375.49
Thanks so much my head is wrecked trying to work it out due to the settle of the old loan and current balance
Sara (Debt Camel) says
so by L1 settled @ £2673 you mean that £2673 of L2 was used to settle L1 and 6250-2673=3577 was paid to you in cash?
on the last loan how much was used to settle L5?
RBJ says
so by L1 settled @ £2673 you mean that £2673 of L2 was used to settle L1 and 6250-2673=3577 was paid to you in cash? Yes this is what I mean thanks
Sorry L4 was settled at 8488.65 and L5 was settled at 8835.52
Thanks so much
Sara (Debt Camel) says
So on those numbers (and you may have typed them wrong or I may have, so this is just a guess) you have paid the following interest
L1 8984 – that looks surprisingly high, it may be the broker fee but it still looks like a lot
L2 1241
L3 546
L4 890
L5 2505
last loans – still 3500 to pay before loan is repaid.
RBJ says
I know the first loan threw me to. I actually remember phoning them and asking how i still had another 10 months left with over 2k left to pay and they said it was due to moving my payment date. Still haven’t heard anything but thank you for this it was basically what I had thought but thought that seemed optimistic. So if I am successful with all loans I should receive a decent refund. 14 weeks so far fingers crossed
Thanks again x
Sara (Debt Camel) says
ah… moving a payment date can cause a stack of extra interest to be added. I think FOS would probably uphold a complaint about this on its own… but in practice if you get a “full refund” it all comes back to you anyway so there isn’t a need at the moment to start arguing about this.
RBJ says
Thanks for this, now if only I could stop checking my emails 5000 times a day!!! I’ll update if/when I hear anything
Thanks again
maria says
Hi all,
Just an update after emailing and telephoning Amigo and expressing my distress at the delay l received this email which really doesn’t give me an update and l’m not sure what to make of it:-
“I am sorry you feel this way. I would like to take this opportunity to apologise on behalf of Amigo Loans and reassure you that our Complaints Department is doing the best they can to respond to all claims as soon as possible. Please note there have been delays to ensure that we are reviewing each and every case in the full interests of our customers, accurately and fairly. Due to what I explained, I’m currently unable to provide any timescale as to when our final response will be issued. Once again, thank you for your understanding”.
noddy says
I had this exact email.
Very frustrating!
C says
The FOS emailed last Wednesday to say Amigo were reversing their decision and making me a settlement offer. I’ve not received any figures from them yet but today my guarantor has been emailed by Amigo to say as a result of a review on my account they are removing her liability as guarantor. Has this happened to anyone else?
Kelly says
I had my acceptance straight from amigo on Monday, they have emailed my guarantor saying the same and also offering them back the payments they have made when I couldn’t, amigo told me I will receive my figures after 14 days if the guatentor doesn’t reply to accept.
C says
Thanks for the info. My guarantor didn’t make any payments. I just got deeper and deeper into debt. The FOS said to allow 4 weeks for Amigo to respond but I’m hoping it will be quicker than that
Kelly says
Hopefully won’t take that long! But well done on the positive outcome! We will soon be free if them and I know I couldn’t have done it without this site!
C says
I totally agree. I rang the number that was on my guarantor’s email yesterday. They said they were waiting on me confirming my bank details??? I wasn’t aware of this. She then told me 10-15 days to receive the breakdown of figures.
AM says
Update, to give an idea of timeframes
Received confirmation last Thursday that my complaint was upheld. Yesterday my loan account was settled. Just waiting on the refund now.
Hang in there everyone, things are moving and good luck for anyone still waiting to hear
Sara says
Hi all :)
I received my email from Amigo upholding my complaint on the 4th June.
I’ve just now logged into my online account and it finally says my loan is settled.
No pay out yet, but just a bit of a time reference for you :)
Glyn thomas says
I had the same you need to phone them. And let them know what bank they must pay the money in and after this it takes about a week
Sara says
They took my bank details on the phone when I accepted their offer. Should I call again?
VH says
10 working days they say for calculations to be completed. Hold my breath til 17th then.
I’ve managed to work it out in 5 minutes Not difficult. Should imagine it’s the volume that’s causing backlog, don’t seem to be any system appears to be random.
Been Since last October been waiting for this outcome, and now I’m still waiting.
Accepted 3 June refund upheld by FOS.
VH
Jade says
Hi everyone, just had an email from Amigo saying refunds are taking 10 working days to process..
Sick of checking my emails/bank constantly ha.
Good luck to all awaiting in a response!
AM says
Hi
My account balance is now showing as settled, this is after a week. Still waiting for refund but at least the first step is complete
Samantha says
Can I check is this a week after receiving an email from Amigo with refund amount and you submitting your bank account details? I accepted Amigo’s offer via FOS last Friday. Trying to be super patient but am frantically checking my emails every minute like everyone else! Just been trying to follow people’s timelines on here to give me peace of mind.
Sara (Debt Camel) says
can I just say that the exact timescale for someone else may not be the same as yours. I know it feels like you should try to work out what is happening, but it may be better to just chill and check once a day!
Adele says
Hi Samantha,
I’m in the same position as you only I excepted through the FOC 3 and a half weeks ago, apparently they have 4 weeks, I’ve not even had an offer with figures yet. Slowly losing the will.
Thanks ,
Adele
Jade says
Hi,
I received an email from them last Saturday. Rang on Monday to give bank details and then received the email today to say it would take 10 working days to process the refund. Not sure if it will be in my bank in 10days, or if it is just to process it and then a further 3-5 days to credit my bank x
Rebecca says
So frustrating, I was told it was 5 working days on Monday! My account with them is finally clear today, feel like a crazy women checking my bank, Amigo account and emails. Just want the money in my account so I can finally know it’s all over! Good luck to everyone still waiting for a response, fingers crossed everyone hears soon. Thanks again Sara, this site is incredible
Nayim says
I just recently made a affordability complaint regarding my loan which was taken out with Amigo on the 25/7/18.
I had an extremely poor credit rating and till this Day I still have that same rating right now.
Up until now I’ve missed one payment and right now it is currently on freeze. I am on a very low income where I get by, by doing small bits of work and from borrowing from friends and family.
It’s been very difficult keeping up with these repayments of 195.96 every month and I tried my best to keep up with them as I didn’t want the burden to fall on the guarantor and be notified of me being in arrears.
Before getting the loan I had a very bad gambling problem, where with whatever cash I had, i would withdraw cash amounts from atm’s too shield my addiction which i No longer do and I am clean for the last 2 and half years.
I made the affordability complaint and I realized looking into my bank statements before I got paid out that amigo didn’t do proper checks on me with my bank balance being negative or with less than 100-200 pounds most of the time 6months before.
Even when they paid me the Loan I still gambled the following day loosing some of the cash. This particular transaction is the one time I didn’t shield my gambling addiction and is clearly seen on my statement.
I have sent my 6 month statement to amigo which includes the month they paid me out in via the guarantor.
I’ve realized I’ve paid nearly £6,750 from the £4000 loan I received till then.
Even when they paid me out I was still paying a debt collection agency throughout the year of liabilities which I still have today.
As of right now I think I still have 18 months left to pay £195.96 , which could go up when the freeze on my account expires.
I sent them an email following your template asking them to remove the interest from my balance and refund me what Interest I’ve paid plus 8% or else I will forward my case to the FOS.
What are you thoughts regarding my case?
Regards
Nayim
Sara (Debt Camel) says
It sounds as though if they had looked at your bank statements they would not have given you the loan!
Nayim says
Hi Sara,
Thank you so much for your quick reply.
What do you think my outcome will be ?
Do I just have too wait now until they reply to me,
My freezing period finishes in 2 months , Do I have to continue paying the monthly fee because I remember in your article you mentioned you must try too until a decision is made on your case.
Nayim
Sara (Debt Camel) says
You can send your complaint to the Ombudsman when Amigo has had it for 8 weeks, but until then you just have to wait.
In 2 months time the FCA will have said something about whether it is possible to get a further payment break if you are still affected by coronavirus.
Nayim says
Hi Sara there was one more thing which I forgot to ask.
There is a transaction of 4500 which Is on my statement 2 months before amigo paid me out and was Transferred from the person who happens to be my guarantor right now.
[long irrelevant bit edited out]
Do you think amigo will ask me questions regarding this and maybe reject my complaint because it wasn’t my money in the first place and my statement shows it was transferred from another person?
Sara (Debt Camel) says
whatever Amigo say, FOS is usually pretty good at sorting out what is genuine regular income from odd transactions on your bank statement.
Nayim says
Hi Sara ,
I received this message today from Amigo
‘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.
Kind regards,
The Customer Relations Team’
I’m on week 5 since I complained.
I don’t understand why they are replying saying my case requires a detail investigation when I’ve sent my 6 months statements up until the payout month and it clearly shows for the first 3-4 months it was practically zero,
and the next 2 months after its showing me withdrawing some amounts of cash which I was shielding from my family which was due to my gambling addiction .
Does this mean they are looking at it Properly or is this just a normal automatic email you get half way through the 8 week mark?
Sara (Debt Camel) says
It’s an automatic email. No-one has looked at your complaint yet.
Nyim says
Hi Sara hope your well
Amigo responded to me today
And they accepted the loan was unaffordable.
But I’m not to sure about the redress.
My borrowed amount was £4000
And I have paid around £6750 Which includes the interest.
They offered , my loan paid off but minus what I’ve paid towards the capital amount.
I had a total of roughly around £2500 to pay still which was only interest.
So they just offered that to clear what ever interest is left which left me £100 balance too pay too me.
Does that seem correct to you?
Sara (Debt Camel) says
Was this your only loan from Amigo?
Nayim says
This is what I’ve paid and What interest I’ve been charged by amigo. I’ve just checked my statement and these are all the transactions on there.
July 18 pay out : £4000
Monthly installments
August : £230.04 – Interest
August : £195.16
September: £141.05 – Interest
September: £195.16
October: £134.67- Interest
October: £195.16
November: £195.16
November: £137.04- interest
December: £195.16
December: £130.66 – interest
January: £195.16
January: £132.76-Interest
February: £195.16
February: £122.15 – interest
March: £195.16
March: £123.89 – Interest
April: £195.16
April: £125.53 – Interest
May: £195.16
May: £119.13 – Interest
June: £195.16
June: £120.44 – Interest
July: £195.16
July: £114.03 – Interest
August: £195.16
August: £114.99 – Interest
September: £195.16
September: £112.19 – Interest
October: £195.16
October: £105.76 – Interest
November: £195.16
November: £106.16 – Interest
December: £195.16
December: £99.73 – Interest
January: £195.16
January: £99.72 – Interest
February: £195.16
February: £96.36 – Interest
March: £89.93 – Interest
April: £195.16
April: £195.16
April: £89.69 – Interest
May: £82.80 – Interest
Total amount capital borrowed was £4000
What I had to pay back was £9500.
I still have £2500 or so to pay.
So with the interest I have paid roughly around £7000?
Sara (Debt Camel) says
This is going to sound odd, but you need to work out what you paid in cash to Amigo. Ignore whether Amigo say it was paying interest or not, just work you the total amount you have paid them.
Nayim says
Yes this was my only loan and this is what they worked out.
Appendices
No.
Date of Payout 10 Jul 2018
Loan Amount £4,000.00
Term (Months) 36
Monthly Payment £195.16
Total Interest £2,628.72
8% Simple Interest (After Tax Deduction) £0.53
20% Basic Rate Tax Deduction on 8% Simple Interest £2.12
Fees and/or Charges £0.00
Total Redress Payable.
£2,630.84
Current Loan Balance £2,530.36
Balance less Redress £0.00
Cash Refund £100.48
Do you think this is correct Or should I forward to FOS because there complaints handler sent there complaint form via email a few days ago and are aware of my affordability complaint as I BCC’D the FOS on the very first day m.
Sara (Debt Camel) says
so the loan was just over 2 years ago, correct? In that case you can only have paid about 24 payments. If these were £195 a month taht is about £4680 plus or minus £195.
But you said “And I have paid around £6750 Which includes the interest.”
Have you paid an extra lump sum amount? Can you double-check exactly what you have paid?
(There is something odd about the Amigo figures as they say:
“8% Simple Interest (After Tax Deduction) £0.53
20% Basic Rate Tax Deduction on 8% Simple Interest £2.12”
which must be wrong as the 20% tax deduction cannot be larger than the 80% of the 8% you get paid… But these are tiny numbers and it’s best not to argue about the8% numbers until you know the other larger numbers are correct.)
Nayim says
Hi Sara,
I’ve paid £195.16 x 22 towards the loan.
That’s what’s gone from my bank.
I was going from what amigo say with what I have paid to them.
The total amount I borrowed was £4000 and I had £9500 to pay.
So there saying I’ve paid them according to those figures I have from the previous message.
Sara (Debt Camel) says
so 22 payments comes to 4293.52. So if interest is removed you only have to pay back the £4000 you borrowed so you should get a refund of £293.
Amigo’s refund figures (ignoring the timy 8% issue) are out by about £195… it looks to me as though they think you have only paid 21 payments. I suggest you double-check your bank statements that 22 is right and if it is get back to them and say:
“Can you please check these figures. I have paid 22 payments of £195.16 so far, a total of £4293.52. So I should get a refund of £293.52.
Also the 8% calculation looks wrong, I know the amount will be small but you have said:
– 8% Simple Interest (After Tax Deduction) £0.53
– 20% Basic Rate Tax Deduction on 8% Simple Interest £2.12
which cannot be right. the tax deducted cannot be larger than the amount I will receive.”
Nayim says
Hi Sara,
I got a response from amigo
And they refused.
I checked my bank statement and I have paid 22 payments of 196.16
What ever you explained to me in the previous email that’s exactly what I said and this was there final response.
‘Thank you for your email, in regards to this we have looked into this complaint in full detail.
‘We have sent you the final response and we will not be re looking into this.’
Should I now proceeed with inform the FOS?
I am already intouch with somone from there?
Sara (Debt Camel) says
Yes, explain to FOS why Amigo’s numbers are wrong and they refuse to look at it again.
A says
Getting sooooooo frustrated with amigo now it’s like week 24, I have had no final response and I emailed for an update and said I had already sent it to the FOS but is there anY update and they have replied saying they are waiting to hear from the FOS? I haven’t even had a final outcome from them and now it sounds like they’re just going to wait to hear from FOS can they do this?? Xx
A says
I replied saying ‘does that mean you have no intention of responding to my complaint untill you hear from FOS’ and Now they have replied saying ‘we will try to respond to your complaint..unless the FOS do it for us.’ I am actually in tears now. It’s been 6 months of waiting and dragging up all these old memories of being so much in debt and seeing no way out and I feel like I’ve shot myself in the foot sending it to FOS. I haven’t heard a single thing from them because of their long waiting times so I don’t think I am gonna get any resolution any time soon. I’m just so sick of this company 😭
Sara (Debt Camel) says
I feel like I’ve shot myself in the foot sending it to FOS.
There seems to be a huge random element in provident offers and the times it takes them. I don’t think it is the case that they go slow with cases that were sent to FOS, you haven’t harmed your case by doing this and it may mean you get a good decision from FOS.
Andy B says
I think Amigo will still be responding regardless of FOS status, the FOS have become very ‘put upon’ and I am in no doubt that behind the scenes words have been had as essentially Amigo (and others I hasten to add) have essentially dumped a load of their work on to a quazi-government body when really they should be ‘tidying their own room’ rather than waiting for somebody else to sweep up their mess.
Amigo are obliged to provide a final response, this is regardless of recourse – or no to the FOS; this is part of the deal they promised to uphold when they took their Consumer Credit Licence. I still find it almost amusing how promises made by borrower, and promises made my lender are far more flexible in one direction that the other.
I am a video/film maker, I’m really considering making a small YouTube documentary about some of Amigo’s practices – such is my frustration at how they’ve ended up here, and how they are treating their customers.
I have put together a cost-of-borrowing video as a companion piece to some of their YouTube videos and I’m getting close to uploading it.
Sara (Debt Camel) says
I think a lot of people are getting very odd responses. All we know is that Amigo have told the FCA they will sort out the complaint backlog by the end of the month and that a lot of people are now getting good decisions from Amigo because of this. I hope it will include your complaint.
A says
Thank you, I have calmed myself down a little now it’s just so frustrating all the waiting And they’re weird reply’s you can never get a straight answer! but I would never have known to do these complaints if it wasn’t for you so thank you so muchxxxxxxxx
Amy says
It’s very frustrating , i was at week 28 when I had a call from the FOS saying my claim was being upheld with a gesture of goodwill from Amigo :) I know how you are feeling , but there is hope :) I haven’t had my offer as of yet from Amigo but just knowing that it is being upheld is such a relief.
It won’t be long now and I’m sure you’ll get your call or message , hang in there :)
A says
Thank you! Yeah that is a relief! I’m so happy for you! Bet that is such a weight lifted from your shoulders, I hope you hear from them soon, thank you for the message xxxxx
Amy says
Such a relief 😊 , I felt exactly like yourself , it’s the not knowing, the no updates from them. I hope you get your news soon 🤞 and you get this awful company out of your life. Good luck 😊 xxx
Gemma says
I’m the same 24 weeks and no final response I got that reply off them back in April but I phoned a few weeks ago and was told in was with a complaint handler and then told something different last week! It’s very frustrating and unfair the way they are handling the complaints.
K says
Hi just wanted to say a massive thank you to you Sara, and for all your help in obtaining my refund from Amigo. I’ve just got an email through (I’m on week 10) saying they have upheld my complaint and that they are offering me a full refund of all interest plus 8% compensation. So there is hope for everyone else on this page as well, just be patient, as hard as it is. Just one more thing they offered me a refund of £6,577.01 which is correct to the penny as I already had it worked out myself prior to them offering me it but the 8% interest they’ve offered is only £76.88. What does the 8% interest go off? Obviously it isn’t the full refunded balance like I originally assumed, not that I’m complaining at all, I’m over the moon! Just curious that’s all. Thanks again for your help!
Sara (Debt Camel) says
were you still repaying the last loan? if you were, what were your monthly payments?
if not, when was your last payment and how much was it?
K says
No I cleared the whole balance in March, it was around £5,700. My last payment would have been March for £353.60 I assumed the interest would have been 8% of the refunded balance. But it must be worked out from something different..
Gemma says
If that was me I’d be querying into why so little! It would be different if you hadn’t paid it off but seen as you had paid the full loan surely the 8% would be on any overpayment how they get away with it is beyond me!
Sara (Debt Camel) says
OK, so the 8% is 8% per year. Since March will have been 2 or 3 months worth. And they will have taken 20% off for tax. It may be a bit low but not by much :(
Nicole says
Hi Sara
I’m on week 12 of my complaint, how come others are hearing before this?
Nicole
Sara (Debt Camel) says
Amigo are trying to rapidly settle a large number of complaints. It isn’t known exactly how they are doing this or what criteria they are using, but they are not going in time order. Popular guesses are “it’s completely random”, “they have no idea what they are doing” and “each customer service person gets a bunch to sort and they go for the easy looking ones first”.
Emma says
Hi
I’ve had this email from FOS today… does this mean my case is part of the review? Who knows
Amigo are reviewing a number of cases and will be in touch within the next few weeks. So I believe we’ll most likely hear from them by the end of the month. I’ll get in touch with you when I have further information to provide.
Sara (Debt Camel) says
I guess that means the person at FOS writing it hopes your case will be included but they haven’t been told specifically that it is.
Jo says
Nobody knows! I’m wk 14 now! I have a really bad habit of laughing when someone isn’t remotely funny and had a chuckle about his many msgs I get when my payment is due! Surprised they don’t send a pigeon to the door aswell 🤣 I’ve took 3 month ‘coronavirus’ payment holiday now cause nothing to lose! They just says yes without checking my bank situation aswell! 🤷🏼♀️ Hopefully il have it sorted by end of that
Stuart says
Hi, I recently heard back from Amigo about my complaint.
It’s been accepted, I borrowed £3,250 initially then took a top up of £5000 I still have a large amount of that to be cleared. The redress figure doesn’t clear the remaining balance but I thought I got 8% interest on the interest? However when phoning up I don’t cause I’ve still got an outstanding balance, I’m confused
Sara (Debt Camel) says
The 8% interest is only paid from the date at which you didn’t owe Amigo anything – you haven’t reached that point. (No other lender calculates it like this – no one has bothered to take a complaint about this too the Ombudsman so I don’t know what FOS would say.)
So your guarantor is being released and you can set up an affordable payment arrangement for the balance. Do you have other problem debts too? This Amigo loan is now effectively an interest free loan.
Gemma says
My question is I paid up a a loan with them in full in 2017 and then took another loan a few months later followed by many top ups and still paying now. So if one of my loans was paid in full back then would I not get the full 8% on that specific loan?
Sara (Debt Camel) says
I don’t know what they do in this situation!
Steve says
I have raised a complaint against AL as I feel that the company provided me with several unaffordable guarantor loans. AL provided me with a total of four loans, one which was a top up loan as specified below. I disagree that AL completed reasonable and proportionate checks on my financial situation to conclude that the loans would be affordable to me. I believe that AL would have been able to see that over the period of my lending that my loans were increasing, I was missing payments and I had new defaults on my credit file due to my worsening financial situation, therefore should not have been provided further lending.
When I took out the loans I completed an online questionnaire relating to expenditure however I was unaware that this included gambling habits and was not given or prompted to give a breakdown relating to my expenditure. I have provided bank statement as part of my complaint. These are dated in the months leading up to my lending on each loan. This shows the extent of my gambling problem however if AL had requested a copy of these they would’ve been able to conclude that providing a loan to myself would not be responsible lending.
I was further financially impacted as these loans caused further strain on my already poor financial situation. .
My complaint was not upheld and indeed rejected – Any ideas?
Sara (Debt Camel) says
I suggest you send your complaint to the Finacial Ombudsman if you haven’t already done this.
steve says
Hi Sara,
I have sent it to the FOS yesterday, Alongside all my statements.
Just seems a bit odd that a lot have been upheld but others not.
Thanks,
James says
Quick question, i have sent information across to Amigo via money saving expert form, which was quite simple i added my bank statements today to show i was spending more than i was receiving and that i was gambling at the time. I have not requested a SAR should i do this now until i noticed this website, should i ask for it now?
Is there anything else that i should check or send them in the meantime? The loan is paid off but i was missing payments, and began drinking heavily due to the debt problems and size of payments i was making to them, until a friend helped me by clearing it.
any advise would be appreciated
Sara (Debt Camel) says
Amigo are settling a lot of complaints at the moment. you can ask them for the SAR now, or you could just send the case to the Ombudsman if it is rejected (or after 8 weeks if they don’t respond in that time) and ask Amigo for the SAR info at that point.
Dave says
Hi Sara I first asked for my information from amigo in February and still haven’t had a decision does the 8 weeks start from when they reply many thanks
Sara (Debt Camel) says
No, from when you sent in your complaint! Send it to the Ombudsman now if you haven’t already.
Tonia Dodd says
Hi all I put my complaint in on the 27th of march this year , I have been emailing them every week asking for an update . Today i received email stating they are upholding my complaint and they sent me an offer .I accepted their offer and I checked my amigo account layer today and it has already been taken of the balance of my loan . It does seem they are dealing with new claims and not old ones at the moment .
Don says
Well after speaking with both Amigo and the fos I’m even more confused about what is happening with my complaint than ever before. After submitting my complaint to the fos last September it got allocated to an adjudicator in March who contacted Amigo stating they believed there was jurisdiction to investigate my loans despite them being over the 6 yr time limit and asked Amigo to respond. No response from Amigo meant it was put in a queue for an ombudsman to decide whether my loans could be investigated. I contacted Amigo at the beginning of this week to ask what was happening to be told because it was with the ombudsman it was now out of their hands and they won’t be doing anything until they hear from them. I contacted my adjudicator who said “We have been told to hold off on Amigo cases such as yours until we have a resolution with them. We are currently working with Amigo with these cases but the member of staff you spoke to may not have been aware of this.” So are they working in my complaint or not and the fossil says they’re holding off but also working on them. Who knows but I can’t see my complaint being one of the ones finalised by the end of June despite how long I’ve been waiting.
Aiyesha says
Just logged into Amigo, account showing as settled and closed, sat there staring at it for a good long while as I never thought I’d see the day where I didn’t have to make a fat monthly payment to them or else!, I would take a picture but i don’t really want to remember the ordeal, just waiting for payment now and then…ordeal over
Really hope they speed up long awaited claims, I got mine upheld quite early which naturally I am so so happy about but I do feel terrible for those still waiting months and months after submission, I agree, it’s not fair, it’s not right and they shouldn’t be prioritising easy over complicated, that’s not a worthy prioritising criteria to be implementing if that IS what they are doing
I can only imagine the agony of some…bitter-sweet moment is this, Xx
Yasin says
Hey well done that must be such a relief for you.
Its great to hear of people like yourself getting the good news
I submitted my complaint to Amigo last week and on friday i got an email from Amigo saying thry have raised a conplaint for me and someone will be in touch 3-5days time. I know it may be a while before I actually hear from them but hope its upheld as still paying 395 every month!
Aiyesha says
Ouch!, that’s a hefty payment, you should get an acknowledgement email next and then its just waiting, I think they are a lot quicker now with straightforward ones, i.e within 6yrs, no top ups etc, either way, dealing with complaints a lot quicker than they were, not automatically rejecting which is a good sign
Good Luck!..hope your’s goes well and you hear soon
Claire says
I’m very happy you’ve got a good outcome.
I’m on week 50ish! Honestly this is so unacceptable
I kinda want to put in a complaint about my complaint but no dout that’ll just hold things up even longer.
Honestly worst financial disision of my life!
Don says
Claire Jane Seeley I feel your pain. Originally put my complaint in last August and for September and no signs of it being looked at anytime soon. Nothing complicated about it the only issue being my loans were over 6 years. You’re not the only one who’s feeling like putting in a complaint about their complaint, getting fed up now. I hope you hear something soon x
Sara (Debt Camel) says
Nothing complicated about it the only issue being my loans were over 6 years.
FOS aren’t being difficult or slow about this. From FOS’s point of view that is a big complication.
Their decision in 2018 that they would look at older loans on a case by case basis was, I think, the right one. But it means each case has to go through a “jurisdiction” check before anyone looks at the affordability.
Sara (Debt Camel) says
Claire & Don,
obviously I hope your cases get settled in the next couple of weeks. If they don’t then I would hope they are given top priority at FOS, who at that point will have a LOT fewer Amigo cases to decide.
Gail says
I raised my complaint and havnt heard, it’s just gone 8 weeks should I file with the ombudsman?
Sara (Debt Camel) says
Aif this is Amigo, they are aiming to resolve a large number of outstanding complaints by the end of the month. You could send to FOS now or decide to wait and send to FOS if your isn’t resolved in the next couple of weeks?
Any other lender – send it to FOS now.
Bev says
Hi, I have an complaint against Amigo with the FOS. The adjudicator has been waiting for the file from Amigo since 1st May, he has chased them for this but the last update he received from them that they are reviewing the way they handle complaints such as mine, irresponsible lending and will not be sending the file so my complaint is now on hold… is anybody else in this position? Thanks Bev
Sara (Debt Camel) says
I hope this means they will be settling your case by the end of the month. Fingers crossed!
Bev says
Me too and everything crossed!! thanks Sarah
Chris says
Amigo told FOS last week that they were upholding my complaint but have yet to receive my figures. I have went onto my Amigo app this morning and my balance has been settled and it’s says my current balance is minus £19,000. Can anyone tell me if this will be the amount I’m getting? My Amigo statement shows 5 lots of interest ( I had 5 loans) and 4 bank payment amounts with CR next to them.
Rebecca says
Hello, my complaint was upheld last week and they’ve confirmed the figures which is showing as a negative balance on my account when I log in as the loan has been cleared so I would say yes. Obviously don’t want to get your hopes up if you haven’t received your figures but thought I would confirm that mine was showing like that. Fingers crossed for you
Emma says
Rebecca-what day was yours upheld? Was it through FOS?
Rebecca says
Hello, it was upheld directly by Amigo on Saturday last week. Originally put my complaint in 24/2/20. I called on Monday to give bank details, was told 5 working days for payment. Called today to be told it would more likely be 10 working days. Apparently they had loads of trainee complaint handlers pass their training at the same time which had lead to an influx of complaints being processed and this now causing a delay for payments being issued.
Aiyesha says
Yes, this is what you’ll be getting back…Happy Days!!!
Becky says
Hi sara just wondered if I could get a rough idea this is the last top up I had and the biggest I had a 10,000 loan topping up from 7500 got a payout of 4476
Paid 32 x 395.95
Then settled the loan with a further 9600 borrowed from a family member that I am still currently paying
Sara (Debt Camel) says
On that last loan you paid 32 * 395 = £12,640 plus £9600 settlement = £22,240. So that is £12,240 in interest.
How long ago was the settlement?
james says
I also mean to say, i had 2 top up’s through Amigo and it shows this on the credit reference agency but Amigo only have 2 reference numbers as if the 2nd top up was just merged taking the overall amount to be more.
Is this normal?
Sara (Debt Camel) says
is this a problem?
james says
I was not sure if it would make a difference as on the claim i put 2 top up’s where as amigo only made it look like one.
Sara (Debt Camel) says
In your complaint letter you asked for a SAR? That should have all the loan details. If they look right there won’t be a problem.
James says
I never asked for SAR in my initial email SARA until i found this website, i have emailed them this morning now asking for this. :)
Jodie says
This is why I got totally confused! I thought I had 2 loans, 1 initially then 1 top up as only 2 reference numbers are available! After literally going through every bit of paper I have! I finally worked out I’d had 1 loan then 2 top ups! I only checked cause Sara said my figures weren’t right! It doesn’t really matter cause I’ve put complaint in about top up 1&2 but I got too up 1 5 months after initial loan! I don’t even remember!
What a Whoohaaa! Just goes to show, always keep paper trail
Dean says
So after 20 weeks of worry and thinking the worst I have had the best news. 😃 everything I asked for has happened amigo cleared and maybe a little bit of a refund. I just wanted them gone and gone from my credit file. I can’t thank you enough. Your amazing helping everyone out it’s prob changed my life especially as my baby turns 1 a few weeks back I don’t feel like I’m in a hole getting deeper and deeper into not seeing light at the end of the tunnel.
I just wanna say thank you so much. And this is probably the best site I have ever come across.
X
Andy B says
Interesting one,
I’m in the position to settle my outstanding balance with Amigo today (around £1,700 according to the app), I’m awaiting a final response and the case with with the FOS, but not heard anything beyond a receipt for submitting it.
Is it worth settling the loan this close to the potential for a complaint to be upheld, I don’t want to prejudice my case in any way but also I’d quite like to be shot of them and save a bit of interest (should the case not be upheld) but I don’t want to end up at the ‘back of the queue’ again or cause undue confusion – not give them ammunition to say the loans were entirely affordable if they can be settled with a one off payment.
Thoughts welcome!
Sara (Debt Camel) says
you could wait until the end of the month and decide then if your case hasn’t been sorted?
A.n says
Hi all
I am currently awaiting Amigo reply and am at week 14
I am so glad to hear of the good news stories and I must say the website is superb for sharing stories.
I have two queries relating to those upheld loans
1. In the email where your case is upheld did you get figures for payout or does that come later?
2. Those that provided details over 10 days ago, have you had your payout yet and how long did it take?
Thanks as always
Andrew says
Hi an
Yes they provided all calculation in the letter. But not how they calculated the 8%
I accepted my offer on 3rd of June and still waiting for pay out. I’m checking my acc every day and is with same balance.
I already pushed them for info when they will make the payment. They responded it can take 14 days to process.
Jo says
I’m wk 14 top now! I got a msg a few wks ago with the ‘we need more time’ speech and please allow another 4 wks! 5 wks and not a word! This annoys me more than anything waiting! Don’t say something then not follow through! No point hounding them I know but so annoying
Brandon says
It’s great seeing all the positive news
I’m just wondering how long mine will be now fingers crossed , original complaint on guarantor side was sent in December last year not.upheld in February been with the FOS since no update yet still being told it’s not been passed to a case handler wonder if anyone else has ha dthe same experience my complaint was upheld and no refund given to me as guarantor had payment made for the last 13 months she was told she not entitled to refund as she knew she was a guarantor and had to make the payments etc load of rubbish , but as my handler said should be simple crossover to my case ths the loan was upheld by amigo due to being irresponsible lending and should of refunded her but was told she would have to complain to reclaim her payments
Sara (Debt Camel) says
So far as i know you are the only person in this situation. Has your guarantor now complained?
Brandon Coward says
Hi Sara ,
Yes guarantor complained to ombudsman when rejected in February spoke to amigo they aren’t reviewin her complaint nor will they do mine
Colin says
My complaint was submitted on the 28th January 2020 and I have still not had any final response. When I telephone all I get told is that it is hoped to get a response by the end of June. They told me that as my claim was now nearly 5 months old I will be a priority, but I have still to hear – and there’s only two weeks left to the end of June. Is this time frame normal ?
Sara (Debt Camel) says
Amigo have been very slow but are now trying to settle a lot fast.
Have you sent yours to the Ombudsman?
Claire H says
I put my complaint in exactly the same day as you and still ha ent heard anything yet either, As lovely as it is to hear the great success stories and people are getting their refunds I cant help but feel slightly anxious about getting a good response from Amigo I am currently being ignored by them and my claim is with FOS but hasnt been assigned to anyone, the only glimmer of hope of being out out of this misery is that Amigo should have thier backlog cleared by the end of June. Please keep us updated when you get a reply
GarethD says
Thanks to Sara and everyone else who as posted advice which I used to submit an affordability claim in Feb.
I finally got an email from Amigo a couple of days ago stating that they had upheld the complaint against loans 2&3 but not my first loan. My case was submitted to the FOS at week 10 but still heard nothing from them.
I still owe Amigo £2065.94 after the interest (£1421.59) as been removed, which is fine I knew I would have to keep paying but they have released my guaruntor which is another outcome I wanted.
14 Feb 2019 £2,000.00 24 £123.63
22 May 2019 £3,000.00 24 £185.45
30 Nov 2019 £4,250.00 24 £262.72
They used the ONS averages and the fact they did not realise I had a gambling addiction plus the fact I had kept up payments as proof I could afford.
So should my next steps be as follows
Reply and accept the offer on 2&3 with a note that I am taking loan 1 further – I know the interest amount on 1 will not be massive but if I can get the balance reduced then its a bonus
Do Amigo change the value of payments or will I still pay the £262 per month?
Wait for the FOS to get in contact with me and let them know the complaint is only about the first inital loan
Sara (Debt Camel) says
Have they asked you to accept the offer?
You can now make a payment arrangement for an affordable amount?
GarethD says
Hi Sara,
Thanks for the response. Sorry I edited one of the lines too heavily.
These were the reasons they were not upholding loan o1 – They used the ONS averages and the fact they did not realise I had a gambling addiction plus the fact I had kept up payments as proof I could afford.
So I accept their offer?
Let FOS deal with loan 1?
And make a payment arrangement?
Thanks for all your help its been a massive part of being able to deal with this.
Sara (Debt Camel) says
Have they asked you to accept the offer or have they just implemented it?
Dave says
Hi all I sent my information request in January and asked for a update 2 weeks ago amigo emailed telling me not to worry my complaint was in a que and it was the large volume of applications that was slowing things down and nothing specific with my case that was causing the delay how much longer have people had to wait many thanks in advance
Sara (Debt Camel) says
Amigo is aiming to resolve a large number of outstanding complaints by the end of the month. The length of time people have been waiting in the past isn’t that relevant any more!
I hope your will get approved and settled in next couple of weeks. If it isn’t, the Ombudsman I hope will be able to get the much smaller number of remaining cases through a lot faster – have you already sent yous to FOS?
Dave says
No not yet I’m allowing them more tim because of the large amount of cases they have and with the covid problems I expect some delay so thought I’d wait and see if anything happens by the end of this month
Audrey says
Hi email from amigo yesterday saying as we on the 8th week.they are still looking at the complaint.if I wanted we could get in touch with fos.but we should here within a month. What do you think we should do Sara thanks
Sara (Debt Camel) says
Up to you, if you send the complaint to FOS now it won’t be looked at immediately, so you could just wait and see if Amigo make son offer this month? Or you may prefer to go now to FOS to get yourself in the queue if it is needed.
Audrey says
Thanks .mite hold off see what happens thanx
David says
I got rejected for irresponsible lending by amigo in November 2019. My appeal went to FOS 20th Feb. My case should have never been rejected or my guarantor accepted only income £62.70 a week. He is my carer. Can anyone tell me if I be looked at end of June by FOS or will amigo revisit my complaint. I’ve had a bad 8yrs losing my job with serious mental and medical problems. If this complaint is upheld I be in a better place. Many thanks for any help and it’s uplifting seeing so many people get out a drowning debt
Sara (Debt Camel) says
I hope yours will be revisited and now upheld by Amigo by the end of the month.
If not, well the number at FOS will have dropped dramatically so they will hopefully get through them fast!
Gemma says
I rang today and I got more information today then I have done in the last 23 weeks. The guy was genuinely understanding and apologetic and talked me through the process. So the backlog is between December- January so the big surge from then is what they are working on they have newly trained dealing with the less complicated. And as many people have said the backlog has to dealt with by the end of June. My complaint has been with a complaint handler for a couple of weeks and has been looked at by a couple of people going through the process and is close to the conclusion but even though he couldn’t tell me when I would receive my final response he assured me that if I didn’t hear within the next week or so to give him a call and would help to give it a shove! Just that one phone call helped me feel a bit more at ease (even though I don’t know what the response will be) but the first time I wasn’t fobbed off!
Harry says
Hello just received my update today to say they have upheld my loan, i first wrote to them in march, and emailed them after the 9 week mark every week lol. Went to fos but they didnt respond. Thanks so much for this website Sara. Hope everyone else has the same good news
i borrowed
On 17 5 2018 …2500£ 36months at 121£ 4 payments.
Settlement of old loan 2506£
Payout 743£
Topped up to 3250 on 27/9/2018 36months 158 a month 14payments
Can you help me work it out, hopefully that’s laid out for you ok
Sara (Debt Camel) says
On those numbers, it looks as though you paid £491 interest on the first loan.
The second loan you still have £1038 to pay until you have paid what you borrowed.
So if both loans are refunded, the refund from the first will be used to reduce the balance owed to £547 and you can then make an affordable payment arrangement for that amount.
Harry says
Great they have said in email the loans will be uphelp in the appendices section it shows a loan from 2012 i took for 1000£ will this be included do you think?
Sara (Debt Camel) says
That depends on what they have said…
Harry says
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 agreements were 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 agreements shown in the appendix. The redress provided will consist of:
We will send you a separate letter detailing the breakdown of your redress amount and confirm any outstanding balance or refund amount no later than five working days after 23/06/2020.
If a balance remains due under the loan agreements, we will use any redress amount to reduce the balance due. If this pays the full balance, you will no longer owe money under the loan agreements and may also be entitled to a cash refund. If you are due a cash refund simple interest of 8% will be included within this offer to compensate you for not having access to this money up until the date of settlement.
Our decision comes without prejudice to any future position on this or indeed any other case
Sara (Debt Camel) says
Amigo is prepared to offer you redress in respect of the loan agreements shown in the appendix.
then they are refunding all the loans listed in the appendix :)
AM says
Update
Refund has been paid into my bank today after I accepted last Thursday.
Massive thank you to Sara and this site, this makes such a massive difference to my life.
Good luck all those waiting, hang in there.
Y P says
Well done thats great news :)
Im waiting for my outcome but gives me hope hearing this
Emma says
That is amazing! Bet you are glad to have it all done and dusted. Patiently waiting. Need to stop checking my inbox every 5 minutes lol. I just want them to confirm the amount and that it’s on it’s way!
Rebecca says
Mine is in the bank too after I accepted on Monday. Thanks again Sara
Skids says
So frustrating, I accepted last Wednesday And my account hasn’t changed at all
A Parker says
Do you mind me asking all that have received money today, did you have balance on your loans?
My loan was settled and I haven’t received an email with figures yet or provided them with the bank details as been told they won’t take the details until calculations have been done.
Getting a bit impatient and nervous it won’t ever happen :-(
Rebecca says
Hello, I had a balance on mine. It was upheld directly via amigo not through FOS. Maybe try calling them. My account was only cleared 2 days ago so at least that’s a positive.
Aiyesha says
I had a balance on mine too, rang Monday, balance showed cleared Tues, payment received Friday
Calculation was already in email received from Amigo last Friday in appendix at the end
E says
Hi.
Just a quick thank you for the advice across this site. I have been able to follow the simple templates to contact multiple lenders about my situation. While I am in a better position now, I was, like many, very desperate with a young family and not a lot of income and only wanted to provide for them the best I could. I saw these lenders as an easy way, but it was quite the opposite. It was a debt sprial that I am finally out of today thanks to a refund from Amigo following your excellent advice. This comes after I was told my affordability complaint had been rejected late last year and I didnt follow up with the FOS. This was turned around by Amigo last week and I accepted last Tuesday. It has been cleared from my account with them as well as a refund to my account which will go into my childrens savings for their future.
Thank you so, so much
Aiyesha says
Refund in my account today also after accepting on Monday this week
Good luck all, Xx
K says
Hi can I ask if you got another email to say the funds have been transferred, after you originally rang and accepted the refund and confirmed your bank details? Just wondering if I’ll get another email before I receive my funds, as I rang the other day to accept the offer. Or is it just a waiting game from when you accept the refund?
Aiyesha says
Hi K,
Just a waiting game, received no other correspondence from them, they say 10 working days but it appeared in bank account within 4 so hopefully yours is not too far away from being paid
Katy says
Hi, I recently put a complaint in with amigo loans. I received a reply from them declining my claim. I took it to the ombudsman and today I received and email from amigo loans stating they had was in the wrong and decided on this = A refund of any payments you may have made in excess of the capital amount of the loan agreements, along with 8% simple interest; could any help me with what this actually means please.
Stace says
Hi Katy,
I had the same response, I think it means they will refund all of the interest paid and an 8% simple interest on top. I am still waiting for my redress figures to come through and for the life of me can’t work out how much roughly it will be.
Rik Bevin says
Hi Katy,
Ive just received my payment from a doorstep loan from 2011 so just work out the number of days from when you paid the loan off till today’s date, then you can calculate what the redress amount will be. So say for example your loan was for £2000 and you paid £1000 in interest from 2 years ago you would get the £1000 back plus 8% for 730 days (2 + 365 days in a year) so 8% of 1000 = £80 so daily would be £0.21 so if this was 2 years old the interest would be £.0.21 * 730 days which works out £160 interest. Unfortunately you get taxed but just on the interest amount so you would receive the £1000 plus £160 – 20% tax which is £32 so the final total would be £1128. If you have a total you were charged for the loan and a date the loan was paid off I can give you a rough calculation no problem.
Shelby says
Is this a good thing or am I being fobbed off ? Theve kept contact throughout to be fair
Dear Shelby,
L
Thank you for your email.
As advised before in our last email to you and in line with regulatory guidelines, we have a period of up to 8 weeks to investigate your complaint and write to you with our findings.
Your complaint was raised 06/05/2020 therefore we have until 01/07/2020 to issue a Final Response.
Rest assured that our Complaints Department is doing their best to issue responses in a timely manner and you should receive yours as soon as possible.
Kind Regards,
Customer Relations
Amigo Loans
Sara (Debt Camel) says
It’s not good or bad, it is a factually accurate response.
Sam says
Can I say Thankyou Sara I’ve just had my my email saying they are upholding my loan taking all interest off and removing my guarantor i still have a balance with them but I can reduce payments
Rasa says
Hi Sara
I need your help iv got an offer from Amigo but dont know wht to do.
first loan 20noveber2017 5000 309.08 a month
second 3january2018 10000 487.89 a month
third 23october top up to 10000 487 a month
Outstanding balance at the moment is 9203 .they offered to redress all and refund cash of 134pound
Sara (Debt Camel) says
So they are offering you a “full refund”.
Unless you think their numbers are wrong, I suggest you accept it.
If you can say how many payments you made to each loan (eg 13 payments of £288) and how much cash you got at each top-up, I can look at whether the figures are right.
CA says
Just out of interest has anyone had any success with an affordability complaint with Glo loans?
Sara (Debt Camel) says
They were a tiny guarantor lender, no longer lending, but owned by the very large Provident group. Just send them a complaint!
Andrew says
Hi,
I’ve made affordability complaint in December. They rejected after couple of days. I’ve sent the complain to FOS in Dec but nothing happens after that. Not sure if they could lose may complaint or something.
Sara (Debt Camel) says
Did you get any confirmation from FOS that they had your complaint?
CA says
Thanks Sara – I’ve got one in. Made at the same time as Amigo. They rejected it pretty much right away but I’ve sent to FOS for consideration.
VH says
Just an update today accepted refund and given bank details. Was a bit stressful because the bulk of loan paid off by my guarantor from their account 2 years ago so they sent her the refund info.
Was complicated but spoke to some very helpful staff at amigo who explained it all. So guarantor has to reject it and it was recalculated for
Me. All sorted now and wait for funds to go
I to account.
Hope this helps anyone else in similar position.
I have to say Amigo staff have been very helpful and professional.
Sara (Debt Camel) says
Good to know!
Phil says
What is the number to call to change bank details
VH says
The will tell contact number you in email when they send calculation of refund.
VH
PM says
Do they email you and your guarantor at the same time, or only email you if your guarantor rejects? I think my guarantor made one payment over a 4 year term, so how is this split between them and me? I’m yet to receive any form of offer despite being on week 16, but they confirmed that I will have a response by 26th June.
Sara (Debt Camel) says
Normally what happens if Amigo offers to refund any payments the guarantor made to them. So the refund coming to you would be less by the amount of the one payment you didn’t make.
PM says
Makes perfect sense, thank you Sara. Hopefully I’ll have some feedback in the next 2 weeks.
Andrew says
Hi guys,
Is good to hear that some of you got your refunds already. They send me an offer on Tuesday the 2nd of June. I’ve accepted on Wednesday the 3rd.
So far my acc is still open and no refund. Couple days ago I’ve sent them an email and they really that the whole process can take 14 days. Not sure why some pple getting refunds very quick and others have to wait. Just hoping that they will pay me out as they promised.
Phil says
Hi Sara
I found this site back in January and sent in my complaint then. Amigo responded the next day saying that because my loan was settled back in 2012 they had no record and would not be upholding my complaint. I then went to the FOS and heard nothing. Basically I gave up because I had no statements or loan number as it was so long ago.
Fast forward to today and I received an email from amigo apologising for the way they handled my complaint and telling me they were now upholding my complaint.
Could you tell me what I would be due. My loan was £2200 in jan 2009 for 36 months at £100.79 a month. The interest is approx £1400 but not sure what the 8% would come out at.
Sara (Debt Camel) says
So they lied to you about having no record of your old loan…
At a guess the 8% will be about a thousand.
Tax at 20% will be deducted from this but if you are a basic rate tax payer you can probably claim back up to £200 of deducted tax from HMRC by filling in a form, see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/ for details
Phil says
Hi Sara
Yeah it would appear they outright lied because it was easier than looking into it.
Is that 20% on the 8% or on the whole redress amount? So I’d be looking at around £2200 refund is that right.
Also my guarantor made a couple of payments which I reimbursed him for, but amigo say they are contacting him to see if he wants a refund can I stop this as he had his money from me at the time. I am no longer in contact with him.
Sara (Debt Camel) says
The tax deduction is only on the 8% – the refund part is your own money you are getting back so it’s not taxed.
yes probably about 32200. But that 8% figure from me was a guess…
I don’t think you can stop Amigo contacting your guarantor – but if he takes the money than you would have a legal claim against him. You could write to him and point this out.
Phil says
Thank you Sara.,Great site and great work by you. Appreciate all your help and can’t wait for my refund.
Alex says
Hi Sara,
I have been quietly following these posts since I found your website at the tail end of last year.
I put my complaint in November and had it rejected in February. But yesterday I had an email saying it has been revisited and they are upholding my complaint.
I just wanted to take the time to thank you for this website. You have saved myself and many others on here a lot of stress and hardship.
I was in a desperate position when I got the loan and I feel Amigo took advantage of that. Lessons learned and I won’t be making that mistake again!
Again thank you so much :)
Tony Montana says
Amigo Loans, redress claims.
This is mental so bear with me.
2017 I took a 8k loan with Amigo, my partner my guarantor. I made payments of 400 a month for over a year. Then I struggled with some serious mental health issues. My partner and I broke up, I didn’t make payments her father paid it off.
I left my partner in a lot of debt (bad I know) I claimed for some redress this year but got refused.
This week Amigo tell me they’ve changed their minds and email me and my ex offering us redress. They’ve offered to remove her from all liability if she accepts and are giving her all she paid and 8% so she’s due about 9k, I believe. She’s accepted obviously!
She gets all money back and zero liability and removed from any credit records. Meanwhile I’m going to be lumbered with the debt again I believe.
I now don’t work, she isn’t going to give me the money to pay it because I left her in so much debt and that won’t cover it all anyway (can’t blame her) I have no income, I have no fixed abode and am struggling mentally so how are they going to ask me to pay this back, it’s absolutely mental how they are doing this.
Any thoughts, I’ll pay them 20 quid a month for the foreseeable if they want but can anyone make sense of that.
Sara (Debt Camel) says
if you made payments of 400 a month then I would expect the remaining debt you are left with is about 3k. And any negative marks on your credit record would be removed. Has Amigo confirmed a figure with you?
Back in February you said you owed about 11k in a DMP and were out of work. One simple option for you now is to put the Amigo debt into your DMP.
But I think you should talk to a debt adviser about your other options as it may be a Debt Relief Order may work well for you. Who has been providing your DMP?
Tony Montana says
Payplan, who have been brillant and I would highly recommend them.
I actually only made about 3 payments, I have just checked. Suck was my state of mind back then.
Basically my ex will receive almost the full amount with interest, no way will she give me that back to settle the debt and I can’t fault her.
What will my situation be with Amigo and surely this isn’t the right way to go about this? My initial redress was because I’d been suffering with mental health problems hence me ending up in all this debt.
They are now going to put the person who had the initial problems and were then settled back into all this debt again, I literally can’t cope? It makes absolutely zero sense.
How will I stand legally with this as I have absolutely nothing to give anyone.
Sara (Debt Camel) says
What will my situation be with Amigo
From what you have said, I expect you will owe about 3k and you can make an affordable payment arrangement for this – which may be £1 a month.
How will I stand legally with this as I have absolutely nothing to give anyone.
It seems to me that you may have 4 options – BUT I don’t know your full situation which is why I think you need urgent debt advice. You could go back to Payplan as you like them or you could talk to National Debtline on 0808 808 4000.
1) You could also ask Amigo to write off the debt because you have no means to repay it, you have a mental health problem (can you supply evidence from your GP?) and it is unfair of them to uphold your unaffordable lending complaint but then put you in a worse financial position. I don’t know what they would do if you do this.
2) You could tell Amigo you do not accept the way they have upheld your complaint and tell the Ombudsman you want them to continue with your complaint. You can make the fairness argument to the Ombudsman. I do not know what the ombudsman would decide.
3) You could offer Amigo £1 a month and just get on with trying to rebuild your life.
4) You could get a DRO which will wipe out all your debts including the Amigo one.
If you didn’t have a lot of other problem debt, I guess I would be suggesting combining (1) and (2).
But this could take a long while to go through FOS and I have no idea what the end result would be.
As a matter of practicality, this 3k debt to Amigo has not made your debt position much different – you had a mountain of impossible debt before, now it is just a bit higher.
So I am not sure that the delay and stress of trying to get rid of the Amigo debt is worth it when it may well be (and I don’t KNOW this which is why I am saying you need debt advice) that you will need a DRO anyway at some point… here you can cut through the stress by going for a DRO now and getting it all over with.
frogman says
OMG, this is truly mental. Sorry this is come back to bite you. Nobody would have envisaged it turning out this way for you. I am in a slightly similar situation with Amigo just that I am still with my partner who’s my guarantor and have been paying her monthly for her to pay Amigo (I am on DMP and working extra hours to meet the Amigo repayment otherwise, she would have slaughtered me at home). If Amigo uphold my complaint, I am expecting them to pay her and not me.
Sara (Debt Camel) says
Nobody would have envisaged it turning out this way for you
Anyone whose guarantor made a lot of the payments needs to think about their situation carefully. That’s why the article above says
“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.”
For most people this isn’t a problem in practice – it’s only if you are estranged from your guarantor that it matters.
Ask says
Looks to me like Amigo are doing the right thing in most cases. Reading about the EOGM that is happening it seems to me like the Richmond Group are looking to wind the company up in an honourable way rather than going down in a ball of flames. Hopefully this mDan’s we will all get what is due to us. Just frustrating about the length of time.
Sara (Debt Camel) says
I’m not going to speculate on what the Richmond Group might do.
martin says
Hi Sara
Just wondering if you can help with a rough guide to interest laid and possible refund of interest,
Loan 1 2200
19 x 136 paid
1 x 300
289.16 left
Loan 2 1750
Cash received 1460.16
8 x 108.18 paid
1353.89 remains
Loan 3 2250
Cash received 896.13
6 x 139.09 paid
1929.78 left
Loan 4 4000
Cash received 2070.22
37 x 195.16
1 x 80.18
All loans paid and cleared
Many thanks for this great page, keep up the great work
frogman says
I have used your figures as a practice. I think it’s around £5250 without interest if all the loans are found to be unaffordable and refunded.
Sara (Debt Camel) says
I agree the interest paid on all the loans is 5250
L1 – 973
L2 – 468
L3 – 514
L4 – 3295
when did you finish paying the last loan?
Martin says
Hi sara
Thanks for the reply, the last loan was finished repaying early 2018.
Sara (Debt Camel) says
Then you will probably get another 20-25% or so on top in 8% interest
Jason says
Hi I had 5 loans from FLM and Amigo all for 3k or 5k and paid off and topped up over a 2 year period before I finally settled the laSt one in 2014. After complaining via the FOS I this week had my case upheld and paid out within 3 days to the tune of £13,500! Keep believing and pressing everyone Amigo are paying out. Jason
Don says
Amazing result! Well done. Do you mind me asking when you first submitted your complaint?
Jason says
Hi there. Went direct to Amigo in November and got a response in Feb. Went to FOS in March and got a case assigned to me in May. Since then the whole thing has moved fast. Hope that helps. After seeing their movement on redress intensify I’ve kept the pressure up with the FOS daily and they were great all through it. The investigation never took place in the end as Amigo just gave in and offered redress across all my loans.
Don says
His, thanks for replying. It’s good to hear that someone with older loans has had a fantastic result. My complaint was submitted to fos in September and assigned to the adjudicator in March, hopefully they won’t keep me waiting much longer. It’s just reassuring to hear they are dealing with the older loans as well. Well done again on your result.
Johnny says
Hi Sara
Wow… Wasnt expecting that. Originally complained last Nov to Amigo regarding irresponsible lending, In Feb I they did not uphold my complaint so I sent it to the F.O.S . Got an email from Amigo this morning saying that they have looked at my complaint again and this time have agreed with me and that all 3 loans were unaffordable and all interest and charges will be paid back including 8% interest. Can I just ask how do they work out the interest?The first loan was Sept 2011, 2nd Oct 2012 and the 3rd was 2014. Absolutely over the moon. Thanks to everyone and keep fighting…
Sara (Debt Camel) says
When was the last loan settled?
Johnny says
Hi
Yes settle it early at £3360 in May 2017…
Sara (Debt Camel) says
then you will get at least 25% more added on for the 8% interest.
Sean says
Hello Sara just want to say thankyou I come across this post back in early January. I received my offer yesterday for £3800 although a large portion,Of it will go to the outstanding balance the only thing that I was unsure about is the interest repayable at 8% I worked out at around £9 is this correct as doesn’t seem right.
And thankyou again Sara this is a huge weight off my shoulders now.
Sara (Debt Camel) says
How much have you been paying a month to this last loan?
Sean says
319 pound a month its over the course of two years on 3 separate loans ones being where I’ve topped up before. Thanks Sara
Sara (Debt Camel) says
Then it should be very roughly £150. £9 is definitely wrong.
Sally says
Hey can anyone help me
I’ve had a loan and I raised complaint they rejected it at first but have upheld it.
I had 2 loans August 2017 3000 and second one April £5000 the £5000 they only paid out £2,251.77. £2,748.23 Was used to put off the 3000. My gaurentore paid most of payments . Amigo have advised if they wanted money back would be £6000 but they not getting refund . They have removed them as my gaurentore. Will I get a refund as they not refunded anything will the loan be paid of and closed down what will happen
Sara (Debt Camel) says
Amigo have advised if they wanted money back would be £6000 but they not getting refund
So your guarantor has said they do not want the refund?
The £6000 will not be refunded to you – a guarantor gets back all the payments they have made plus 8% interest.
You would only get back the interest you have paid – and I can’t tell from those numbers what that would be or if it will wipe out the balance.
Sally says
The gaurentore has said they not gonna get refund as this will be added for me to pay.
First Loan was £3000 aug 2017
Monthly payments £146.37 8 payments made
Top up loan of £5000
£2748 was to pay off the £3000 Lon and 2251 was paid out
21 payments by gaurentore 5 payments
Balance that is owed today is 3178.
Will this be enough payments made to pay the loan off?
——————–
This is what email said – The removal of all interest charges under the loan agreements;
A refund of any payments you may have made in excess of the capital amount of the loan agreements, along with 8% simple interest; and
The removal of any adverse information from your credit file in respect of the agreements.
Your guarantor, , has made payments towards the loan agreements. We have now removed your guarantor’s liability for the loan agreements and have contacted them to ask whether they would like a refund of the payments they made towards your loan agreements. If your guarantor accepts the refund, your balance will be updated accordingly, and you will be liable for this amount. If your guarantor does not respond within 14 days, we will assume that they do not wish to accept our refund offer and their payments will remain credited to the loan agreements.
We will send you a separate letter detailing the breakdown of your redress amount and confirm any outstanding balance or refund amount no later than five working days after 23/6/2020.
Will it all be closed down and removed from my credit file or will there be payments to pay
Sara (Debt Camel) says
21 payments by gaurentore 5 payments
sorry what does this mean? that you paid 21 payments and your guarantor 5, or the other way around, or something else?
Sally says
Yea so gautentore paid 21 Payments of £213 and I paid 5
I paid them back on a different day but looks like they paid them if that makes sense
So I’m just wondering my gaurentore isn’t gonna ask for refund gonna deject it so with the payments is this enough to cover the loan or will their be a balance left
Sara (Debt Camel) says
So this comes with a big warning that I haven’t yet seen how Amigo works the numbers in these cases but the following is what I guess will happen…
From those numbers I am guessing that the interest is as follows:
loan 1 – £917
loan 2 – £538
so the last loan will be wiped and you should get a refund. Whether you get any refund for the second loan I don’t know, as your payments were so low. But if you made all the payments to the first loan, then you should get £917 back from that.
Are you on good terms with your guarantor? because if you are, it may be better for them to accept the £6000 and then just pay off the balance on the last loan.
Hank Moody says
I’ve had email to say that my redress has now been accepted after originally rejecting it, like most on here reading the comments.
I had an Amigo loan for a considerable sum, well over 12k.
My guarantor paid the majority of it off for me. We now don’t speak after a bad falling out and he will without doubt accept the redress which will be the whole loan and more.
I’m going to be left with the whole loan to pay back, will it be with the crazy interest or will they allow me to pay it back without interest. This in my mind, I’m out of work now and don’t really have a pot to **** in as I’m on job seekers and have other debt too.
This is a very strange way of doing things in my opinion.
Sara (Debt Camel) says
Did you have previous loan from Amigo?
What should happen here is that interest should be removed from the loan, also any payments you made will be deducted and interest that you paid on previous loans (I am assuming you made all the payments to the previous loans).
The balance is then interest free and you can make an affordable payment arrangement or put it into a debt management plan. But if you have a lot of other debt, then I suggest you should consider insolvency – bankruptcy or a debt relief order if it comes to user 20k, in order to get a clean start. Talk to a debt adviser about your options.
There is an exception here but it will be unusual. If the loan was settled more than 6 years before you made your complaint, you can argue that the remaining debt is statute-barred so it is unenforceable.
“This is a very strange way of doing things in my opinion.”
Well Yes and No. You could reject Amigo’s decision and go to the Ombudsman saying it is unfair that you have won your complaint but been left in a worse position. I do not know what FOS’s decision would be here.
But did you really expect to get a refund from a loan when someone else made most of the payments to it?
Hank Moody says
This was my first and only loan with Amigo.
My debt does come under 20k but with very little or no means to pay it off. It was paid off last year.
I was hoping for some redress for my guarantor who made most of the payments, I was hoping to get him some money back but not for one minute did I expect this.
To be honest I don’t know what to expect, what I’m curious about though is whether they can charge me the same rates as the original loan which then would ruin me. Like you said if it’s interest free I’ll just pay what I can but it will be very very minimal.
Charlie H says
Hi,
Im currently waiting for my complaint against UK Credit to be reviewed by the FOS as my complaint actual was rejected out of hand by UK Credit with some truly odd comments e.g. clearly im fine as i have bought a house so my finances couldnt have been bad – The fact i was given the money to help reduce my outgoings (rent was £300 per month more than the mortgage) was never asked about so how they think they can take it into account is beyond me. Anyway, was just wondering if any one has had much luck with FOS and UK Credit as this thread seems to mostly be about Amigo at the moment.
Many thanks
C says
My complaint was instantly rejected by UK Credit as the loans were over 6 years old. It was picked up by an adjudicator a few months ago but UK Credit said they shouldn’t be looking at the complaint due to the age of the loans. It was picked up by another adjudicator a couple of weeks ago who wrote to them with the reason why the FOS could look at my complaint but I’ve not heard anything back yet. I guess it will go all the way to an Ombudsman as UK Credit aren’t cooperating
Nicole says
Hi
I am on week 12 with amigo.. I emailed them on Tuesday for an update on my complaint and this time they have not replied.. hopefully the outcome won’t be too much longer :/
PM says
Just a case of waiting. I spoke to them on Friday (I’m on week 16 without any update) and they told me that there is no particular order that these are being worked. The cases were divided and allocated between their adjudicators who were each working through their own queues. Some work quicker than others, some have been on leave and some have more complex cases than others. The only commitment they would make is the 26th June as per their agreement with FCA. Hopefully we’ll both hear soon!