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
Hj says
Bit off subject but with it mentioned at the top of article…
how do you request a payment holiday with amigo ? I can’t find anything on their website.
I’m waiting on a response for my complaint currently but I’m in arrears with rent because I just don’t have enough money coming in at all .
Sara (Debt Camel) says
Have your financial problems been caused by Coronavirus?
Jo says
I just got 3 month payment holiday cause it was on my acc? Main website not the app! They granted it without asking for proof of hardship and I’ve worked cause I’m a carer! So I don’t know 🤷🏼♀️ I got redress 2 days later at 15 wks so don’t need it now anyways so try the main website
Jim says
Hi all,
I though I would give everyone on here an update and a bit of hope.
TFS loans previously rejected my complaint, so I referred it to the FOS in October 2019 and got a decision today.
The investigator said …. based on the above, to settle Mr C’s complaint TFS should do the following:
To add up the total amount of money Mr C received as a result of having been
given all this loan. The repayments made should be deducted from this amount.
As this will result in Mr C’s having paid more than he received, then any
overpayments should be refunded along with 8% simple interest (calculated from the
date the overpayments were made until the date of settlement).
To remove any negative information recorded on Mr C’s credit file regarding this
loan. And consider the implications for his guarantor.
Sara – how does the 8% interest work? I paid the full balance in Jan 18 and overpaid £4,660.01. Is it 8% PA until they repay me?
I also asked the investigator to look into the possibly of compensation, as they issued me and my guarantors with a CCJ and exacerbated my mental health condition.
Keep the faith people, it is a long process, but hopefully worthwhile in the end!
Many thanks
Sara (Debt Camel) says
Have you asked for the CCJ to be set aside?
Jim says
Yes, that was mentioned in her response as well.
Do you know how the 8% interest works?
Sara (Debt Camel) says
Yes the 8% is per year. The calculation can be complicated – it will be a bit more than “from Jan 18 ‘.
Jim says
Okay great, many thanks Sara… you are a diamond!
Johnny says
Hey Sara, sorry to bother, in my response letter it said my gaurantor made a payment towards my loan but we’ve both spoke and she definetly hasn’t, anyhow, it says if she doesn’t respond within 24 days she won’t get the supposed payment, where will this go then, myself or written off??
Sara (Debt Camel) says
I am not quite clear what Amigo are doing if a guarantor says No. Your options are either
– for her to say Yes and then give you the money
– for you both to go back to Amigo and say she didn’t make any payments
– or for her to say No and then you look at whether what they gave you is fair.
I think you both going back and saying no, that’s not right is probably the best option, but it’s up to you.
Johnny says
Yeah, thanks, I’m going to give them a call tomorrow to say they definetly didn’t make a payment, the respo se I got was basically they’ll pay everything back which I’ve overpaid in that was paid over the total amount of the loan
Car says
I’f the gaurentor declines there refund you do not get the money and you will only get a cancaltontion/refund of anything above your original amount borrowed example you borrowed 5 grand they will onlt cancaulate what above it ONLY OF fwhat you paid by your card. Dose not matter if you paid the gaurentor back or gave them the funds if they used there card you wont see a penny of it. It will just be based on your payments. If the gaurentor declines also there amount will still be placed on your account balance but still means any redress will be cancalted over the physical payment you have made.
SO IF some one gaurentor paid substantial amount towards a loan and got offer refund and your on good terms and trust them then they should give you enough to cover the balance left over if any as you just be placed back in to debt.
Paul says
Hi Sara I have received a mail from amigo accepting my complaint on two loans I had . However as my gurantor cleared a substantial amount on the loans they have sent a mail to offer them a refund on the payments that they made. They have said I would be liable for this amount even though these loans were closed over 3 years ago is this right or can I appeal it ?
Sara (Debt Camel) says
Had you paid your guarantor back? Are you on good terms with the guarantor?
Paul says
Hi Sara
I have paid them back and we are on good terms just didn’t know amigo could reopen a loan after 3 years
Sara (Debt Camel) says
Then if you paid them back, I hope they will take their refund and give it to you,
A.n says
Hi Sara
I have a quick query on the interest calc.
I am currently waiting on my redress figures and have upheld all loans.
I know you calculated before for me but I want to make sure I understand.
My understanding is that all interest is paid first and principal last. Therefore, with top ups basically I have just paid interest.
You mention my last loan of 10k that I have 3500 to repay still on principal.
Would it not therefore be correct to calculate all payments I made on the other loans and then deduct the 3500?
I am sure I am missing something?
Thanks
Sara (Debt Camel) says
My understanding is that all interest is paid first and principal last.
No – that isn’t what happens with a loan.
Therefore, with top ups basically I have just paid interest.
No – you have to repay the loan!
Would it not therefore be correct to calculate all payments I made on the other loans and then deduct the 3500?
No, you have to work out how much interest you paid on the other loans, not all your payments to them.
Sara (Debt Camel) says
PS well done, you should be getting a large refund anyway!
A.n says
I couldnt have done it without this site. You are a gem.
My guarantor as accepted their refund for 1.3k so I am.hoping for at least 8k fingers crossed
I will inform of timelines from redress to acceptance to payout as I can see that is hot news.
Thanks again
Jason T says
How long is amigo taking to respond to your fos investigator? They still have not responded to mines and now in que is this what has happened and then eventually amigo get back to them? Investigator sent on the 1st of May.
Don says
They haven’t replied to my investigator who emailed them in March then April and also May, absolutely nothing back to any of his emails. So my complaint is waiting in a queue for the ombudsman, which my understanding after receiving an email from my adjudicator, is it won’t be progressed at the moment. I’m guessing if my complaint doesn’t get looked at by Amigo by the deadline at the end of next week then the fos will start addressing the complaints again. When I contacted Amigo directly about it they told me because it’s waiting for an ombudsman they can’t do anything with my complaint!! I’ve queried this with them and surprisingly not had any reply back! Starting to give up hope it’s ever going to be dealt with – first submitted to Amigo in August 2019 and fos end of September.
Becqui Lewis says
I thought they only paid the guarantor back if they asked them to make a payment does it matter what card you paid on? Or where the money came from without the guarantor being asked, so say if the guarantor paid on their card but were not asked to pay as you couldnt is this still classed as a payment from them?
Sara (Debt Camel) says
That is what I think happens – they only pay the guarantor back if they asked the guarantor to make payment.
car says
This is what i was told stright from complaints department.
And i went in to depth of getting a answer
so i said so your telling me regardless who makes a payment when where ever asked or not ask a just paid if it was made under the gaurentor name card it wont be included as still there money even when they decline a refund still there money.
and will not be included on the borrow redress how its fair its not if the gaurentor accepts tour soon liable for balance if the gaurentor declines you aint then welcome to the funds they should be a clase if the gaurentor declines refund and there removed anyway of it then the orign person should have acceses to all funds.
Sara (Debt Camel) says
I agree what they are doing may not be fair. BUT I need to see some actual examples about the refunds people are being offered though to be sure what is happening.
For anyone that is on good terms with their guarantor it may be better for the guarantor to accept the refund and then give the money (or some of it) back to the borrower.
car says
And to back up what they actully told me on the phone about the gaurentor making payments to the account and its any payments they made asked or not asked you wont see it if they gautrentor declined you be calculated redress on the amount you paid with your cards.. its in the wording on the emails you will recive payments on what YOU Paid towards the account its state YOU or YOUR gaurentor not what cancalate over payment made to the account there classing it as YOU OR YOUR GUARANTOR so hopefull this will help many as it easily interpreted what some one else could possible think. At then end of day its dtill the gaurentor money they paid if they paid it put to the borrow and later down the line the gaurentor complaint there be double about of money paid out.
Becqui Lewis says
My husband has the same name as my guarantor and I paid a card payment off his card a couple of times how does that work? It just shows a phone payment on my final payment to clear the account of 9500 it doesn’t say a name
Sara (Debt Camel) says
Wait and see what happens. You may not have a problem at all.
Nick says
Hi Sara
I emailed amigo 4 days ago stating a complaint and a breakdown of my 5 loans/top ups I had with them.
I spoke with them today and they said they had actioned the complaint and I would need to wait for a response within the next 8 weeks.
I requested amigo sent me all details on the accounts i had with them.
I did not attach bank statements to my complaint however it is quite clear through vast missed payments over the years that the loan was not affordable.
Do you think this will not be followed up on due to me not sending bank statements?
Sara (Debt Camel) says
They will respond to your complaint but I do suggest you send bank statements! Bank statements from before you took a loan show the loan was unaffordable at the time of the loan.
Carl says
I have used the Resolver website to lodge a complaint with Amigo. This was raised in January and I have heard nothing other than 2 emails apologising for the delay.
I have now escalated this complaint with FOS but I know Amigo are in trouble due to the amount of claims they are getting. My question is that if Amigo goes bust what happens with my complaint? I only really want my outstanding loan written off as it still has nearly £3k outstanding. I have had 3 expensive loans with Amigo that got rolled over within short spaces of time.
I ahem had a few decent payouts from Everyday Loans, Lending Stream, Morses Club and Wonga so I am fairly hopeful on this one.
Sara (Debt Camel) says
Your complaint should, I hope, come into the backlog they are now sorting out.
They had £115million in the back on May 25. And the money will be rolling in as many customers are not on payment deferrals and they are hardly doing any lending.
As a lender they have big long term problems, it will be interesting to see the results of the current FCA review, but they do not look to have immediate cash flow problems.
If they do go into administration. as you currently owe them money you would have the right of set-off between what you owe them on the last loan and the amount of redress they would potentially owe you for unaffordable lending. There is no precedent about how the existence of guarantors would complicate/affect this right of set-off. There isn’t much point in speculating about this at the moment.
Carl says
Spookily I got an email advising they aim to have it resolved by the end of June.
Reading through the thread though it appears that the guarantors have been contacted to accept any redress. My guarantor entered an IVA in June 2019 and is no longer associated with the loan.
Does this mean any redress will bypass the guarantor? I also assume that any redress will come to me and not service my sisters IVA?
Sara (Debt Camel) says
has your guarantor (is this your sister?) made any payments to this loan?
Carl says
Sorry, yes, my sister is the guarantor and she never made a payment.
Sara (Debt Camel) says
if your guarantor never made any payments, all the refund will come to you.
Dan M says
Hi, FYI – I accepted my redress claim amount on the 16th June and they said it would take 10 working days for my remaining balance to be cleared, closed and my refund paid. I have noticed this morning that my Amigo online account has now been paid and closed. Still waiting for refund though. Cheers
Shaun says
Same with me, mibenshowed settled yesterday but no refund in bank as yet
Danielle says
I am also the same. My account has been closed today so waiting for payment.
Andrew says
hi,
same here, my Amigo acc was closed last night. I have accepted the offer on 3rd of June. Hope we will get the transfer today
Shaun says
Depends if they use faster payments or bacs
Car says
They use 2hour payment services faster payments I already asked but there in no rush to pay out 4 people paid one 4 days one 3 days one over 12 days and one over 14 at days of accepting there redress that’s it so out of about 70 different people on hear 4 people paid out. Wont be long until some one reports it to the papers that there not paying out when told they would. I’m already on 10th day and still nothing.
Amanda says
I’m on day 3 after accepting, account still showing as active and no movement yet. Will keep you all updated.
Good luck everyone.
Amanda
Callum says
I’m in the same boat, I rang them yesterday and they said it should be paid today.
Rob says
Hey guys, don’t give up hope, I complained in jan for a loan plus top up and have chased it ever since . This morning I had an email upholding the complaint and I will find out after July 3rd how much redress I get , I sent emails every month asking for an update so be persistent
Kitty says
Hi all
I see that you have all been sending emails and have been ignored- well I sent over 40 in space of two weeks and nothing as my anxiety was going through the roof- all I wanted to another months repayment break and to chase my affordability claim- I emailed the complaints email amongst this and they finally Forwarded my emails to the hello@amigo email address! someone finally got back to me To say my emails notification had been turned off their end! Great customer service NOT!
Sara (Debt Camel) says
the good news for anyone wanting a further coronavirus payment break is that this morning the FCA has proposed that firms have to give another 3 months. This is expected to be approved and go live in next week or two.
Maria says
Hi all,
Just wanted to say well done to all those who have been successful in their claims. It gives me hope that mine will be upheld. It was submitted on the 29th January 2020 so hopefully l will hear soon.
Maria
frogman says
Submitted 28th of Jan and no response yet (Just to console you)
Maria says
Thank you its not just me then. Its just so hard not to keep checking emails especially as some complaints were sent later than mine but l guess Amigo don’t have a system in place and are picking complaints up as and when. Its the worry of it not being upheld that’s scarring me.
Rebecca says
Hi Maria this is what scares me I’m 15 weeks today and have heard nothing. I keep telling myself no news is good news….the checking emails is obsessive for me to I’m driving myself mental!! Fingers crossed we will hear over the coming days 🤞
Lucy says
I called amigo today for an update on my complaint, I’m on week ten since the ombudsman sent the complaint in, the lady on the phone said you should get a response by the end of the month, they’re aiming to get through them all! Which isn’t very reassuring that it’s gone from the 26th to the end of the month but not definately! This is so stressful!
G says
Same boat Maria been told they are in process of buying account back from Interum to sort redress as most was paid X
Stevan says
Great to see peoples amigo accounts reflecting the upheld claims. Massive weights off peoples shoulders.
However still no money payments being made into people accounts. I was hoping to to see a wave of people with money in their bank this morning. The wait and worry goes on…..
Shaun says
Is your loan saying settled?
Stevan says
I paid my loan off two year ago. I’m on day 5 of waiting For a refund of them
Matt says
Hi Stevan,
I was contacted by them on the 2nd of June regarding my claim which was upheld. I accepted and called on the same day and I was refunded on the 12th so 10 days later. I phoned after a week and they said it can take up to 14 working days.
Hope this helps
Matt.
Jason says
Saw and email from amigo today and i thought maybe i would have an answer yes or no…. I was wrong a generic email saying they havent even looked into my complain yet and its been 17 weeks the company is a joke.
“Dear Jason,
Thank you for your email and we apologise and appreciate your continued patience in this
regard.
We are still to investigate your complaint. Unfortunately, some complaints are more complex
and may take longer than expected to issue a response, as such we still need to look into
this for you.”
I would have rather they sent nothing then this…
Andrea says
I got that same email yest I’m 16 weeks now, my heart was racing when I saw it thinking this was it 🙈
Ben says
Had similar a few weeks back, I gave them 12 weeks due to the current climate and probable low staffing levels. However, still got nothing from them. I don’t think they will reply so I wouldn’t wait around for them to. I’ve taken it to FOS, you should do the same. The wait time with the FOS is alot longer at the minute but at least they will eventually deal with it unlike the complaints department at amigo.
Kathryn says
Hi,
Really good info on this page!
So I’ve sent email to Amigo this morning, can anyone tell me what to expect now?
Many thanks!
C says
Hi Sara
My Amigo loan is showing as closed and settled today. I’m still awaiting my cash refund but the negative balance showing on my account is £50.58 more than the figure they said I’d receive when they sent my settlement email last Monday. Obviously I’m not complaining I’m just wondering if they have added more 8% interest on since the original figure was calculated?
Helen says
Any interest paid in the last 28 days was not likely included in your redress amount, so actual refund will be slightly higher. Same has happened to me. My account was closed and settled last night I’m waiting for refund to hit my bank
CA says
Hello all
Please do persevere. I wasn’t sure if I had a chance but my complaint in to Amigo mid April as they loaned me money and gave me top ups when I had outstanding CCJs. I have just had my email today saying they uphold my claim and I am owed £10,249. I have a £9000 balance but means I will get a decent amount back plus I no longer owe £395 a month now. This is such a lifesaver.
I hope everyone else gets the good news we’ve all been waiting for!
Does anyone know how long it takes after accepting before you get the money? I’ve phoned and confirmed bank details right away.
Jo says
Lots of conflicting info with this side of things aswell I’m afraid! I’m day 3 or an apparent 10 day max wait for the refund! Lots saying they’ve passed it! So il post once I get refund or go past 10 days! Just want it done now!
CA says
To be fair the man on the phone to me today told me it is 10-15 working days, so I guess 3 full weeks.
Fingers crossed it comes and my a count gets closed because I’ll feel so much better seeing it all in black and white!
Jo says
Mines in after 3 days! Things will hopefully start to flow better now! This wk has seen a lot of action
Nath says
Jo if you don’t mind could you tell me about about your loan an how much u got ? I’ve been trying to work out how it works
McMum says
Hi,
I sent my complaint in January but haven’t received a decision yet from Amigo, although I have received a couple of emails to let me know they are still looking into it. It has also been with the FOS since March but not much happening there either apart from an email to tell me it can take up to 4 months to be allocated to someone who will look into it.
I’m just wondering – how much longer I would expect to wait for either Amigo or the FOS to get back to me with a decision?
Also, I’m still paying my loan off (the outstanding balance just now is £100 than the amount I actually borrowed!). I have been granted a payment break due to the current Covid situation which has helped a lot. However when I do go back to making payments, I will be struggling as I am every other month and have to borrow money to get through the month – usually from my guarantor!!
I have sent them quite a lot of emails and can’t seem to get hold of them on the phone.
Any advice would be much appreciated!
Sara (Debt Camel) says
Amigo has told the regulator it will resolve the backlog of complaints by the end of June. I would hope your case is one of them
If you have been affected by coronavirus, the FCA said today it was proposing that people could have another 3 month payment break, so that may help.
Cass says
Sara
I wish I could give you a big hug right now… I’m ecstatic!
After coming across this website, I sent my affordability complaint to Amigo direct on 22nd April 2020. Today (after 8 weeks and 3 days) I received my email to confirm that all 3 of my loans have been upheld. They have written off my balance of £4657, and have agreed to refund me £12,044.59.
I’ve been with Amigo since 2013, had 3 loans in total. I had gambling transactions all over my bank statements, I was desperate hence why I took the loans out! I haven’t gambled since 2018 so this £12k is going towards a deposit for me to buy my own house!!
Sara I know you don’t accept donations but do have a Charity that’s close to your heart as I would love to make a donation!! Thank you so much!! George Banco is next!! I’m on a mission…
Good luck everyone, stay positive and stay safe x
Sara (Debt Camel) says
A donation to your local Citizens Advice would be great – every CAB is a separate small charity, many of them struggling badly as their local council cuts their funding.
stacey says
thats great news – super jealous – feels like i will get an answer in 2022 lol!
im not going to bother rnging etc anymore as i feel like they never give u an answer anyways and it will just hold them up more.
Emma says
That’s brilliant news , I put my complaint in on 7th april but still no further forward and have emailed them several times asking for an update, but all I get is generated emails back , well done , hoping to hear something soon x
Cass says
Hey Emma
Hopefully you will hear back from them soon. I literally made 1 phone call on Monday to chase, they just asked me to be patient and explained they are working through a back log, then I received my email confirmation today that my compliant had been upheld. Good luck, it won’t be long now x
Keith says
Hi congratulations I have had similar email but my dilemma is do you pay the loan repayments after their offer
Keith says
With their offer my loan will be clear and I am due refund but I have upcoming payment in 3 days and they have not updated my account online yet
Sara (Debt Camel) says
Then cancel the DD now.
Keith says
Thanks for responding Sara but when I spoke to them the advised I would default and my guarantee would have to pay despite their offer as she said it has not been applied to my account yet!
Sara (Debt Camel) says
Well it’s up to you, but if making the payment is going to cause you hardship then I wouldn’t!
And if they have agreed to refund the loan they can’t add a negative mark to your credit record.
And no way will they go after your guarantor.
D says
Hi there,
Just got an decision email from Amigo after 4 months –
Total Redress – Payable £5,966.05
Current loan Balance – £4,841.12
Balance less Redress – £1,875.07
Cash Refund – £0.00
Based on the numbers above do I still owe Amigo money or am I due a refund?
Thanks
D
Sara (Debt Camel) says
Those numbers don’t seem to make sense.
If you would like me to look at what the redress should be, can you say for each loan or topup:
– what you borrowed
– what you received in cash (it will be the same for the first loan, less for topups)
– how much you paid to it eg 19 lots of £131 a month plus any settlement you paid to it
– whether your guarantor made any payments.
D says
Yes I thought the numbers seemed a bit off.
Borrowed – £4000 – 05/2018 – 36months – £195.16
Top up – £6000 – 09/2018 – 60 months – £237.15
Top up – £7000 – 02/2019 – 60 months –
£276.67
Top up – £8500 – 03/2019 – 60 months – £335.96
Guarantor made no payments
Hope that makes sense
Sara (Debt Camel) says
So that is how much you borrowed for the 4 loans. How much did you get in cash for loans 2, 3 and 4?
And how many monthly payments did you make to each?
Jo says
My figures are diff but that doesn’t make sense! If top
Figure for redress is correct and your remaining balance is also correct! The cash refund after its cleared is £1124.93 so I’d check them again
Lisa says
So my loan was already paid off got my complaint upheld and waiting redress I’ve logged into my old amigo account which is now in credit by the redress value is that normal, I accepted my offer on Monday of this week 😊
Jo says
Mine is the same! Current loan is paid off and negative amount is my refund! I accepted Tuesday and this was done yesterday! Just waiting for money to hit bank now but that could be anything between 3 days-death going by what I’ve read! 🤣 he said upto 10 days so I’m gonna post here once I’ve got it!
Lisa says
Hiya
I accepted mine on Monday and this has happened yesterday a don’t understand why they would need to do that on a closed off loan but I will post aswell when I get my refund 😁
Marc says
Any guarantors waiting for there refund or any that have did it take the whole 10 days, this refund has made my mums year. Thanks for everything Sara
Jamie says
OK, it seems pretty obvious what’s going on here.
Amigo aren’t paying out any refunds. The few that have supposedly happened are Amigo staff posting here I would suggest.
Why does it take 10 days plus to do a transfer? Utter nonsense.
Clearly they are holding into their money while they work out what to do since the company is clearly in trouble.
It sucks, but that’s the truth.
Sara (Debt Camel) says
The few that have supposedly happened are Amigo staff posting here I would suggest.
No that isn’t what is happening. Of the people that have had their refund recently, only one was making a comment for the first time, the others had all been commenting here about their complaints for months.
Clearly they are holding into their money while they work out what to do since the company is clearly in trouble.
I can understand why you might worry about that. But really it doesn’t make any sense for the company to do that. If they don’t pay out these refunds when they have told the FCA they would and even told the customers what the refunds will be, they have no future as a lender and will have to go into administration. If that happens all the staff lose their jobs. If they had shares in the company they will be worthless. They would gain nothing by doing this.
cherz says
I had commented earlier regarding my refund after three days,if you look far enough back you will see that I first posted months ago as my original complaint went in in October last year.
To be honest I think It may be down to people continually phoning/ emailing. Amigo might have been appalling to deal with but to be fair to them in my case they were quick off the mark with the refund
This was the only contact I had with amigo after my original complaint ,one phone call to give them my bank details ,after I accepted the offer from fos I waited for amigo to contact me with redress figures phoned that day then that was it.
Jo says
I’m the same, I made no contact at all after complaining then they asked for bank statements! I only emailed at 15 wks cause I’d had an email to ask for another 4 wks but they would contact again and it had hit 5 so I was in a mood! They replied with an apology and quoted something I said in email so read it got redress aswell same day at 15 wks and I’ve had a further 1 after checking I’m ok and ‘have a nice weekend’ so I can’t get over all this! They’ve been great with me!
Nikki says
On day 14 ( working days) and still waiting on my refund (-_-) although i am grateful for the refund i am upset at excuse after excuse of when i will be paid. I rang up and accepted offer on the 2nd June and was told it would be in my account within 3-5 working days. Then i email them and they ask me to allow up to 10 working days which again passes without any refund and then when i email them again they say they are looking into it that’s 3 days ago now. Did anyone on 14 days of waiting actually get their money today ?
Thanks again to this website for helping me get my money back :) ( even if it is still pending)
Shaun says
Is your account settled when u log in ?
Shaun says
I would also ohone them up to check as what they promised ait true
John says
Same here! I’m now on day 13.
I phoned day 5 and was told the payment wouldn’t be any later than 10 working days which was Wednesday. I phoned yesterday and they said that they have changed the handling system for payments and it has caused a delay. They said to call back today by 3pm if nothing has appeared in my account, and surprise surprise no money in my account I can’t get through to them on the phone.
Credit to the call handler they’ve been perfectly nice and professional, but I feel this is just excuse after excuse.
Jo says
It’s horrible isn’t it! They probably get told conflicting information aswell and get to deal with the endless phone calls about it! I’m only day 3 of waiting for money but it’s poor management all round! They’ve told them to tell some it’s max 10 days, doesn’t happen then they get the agg! Must be a real treat in that office! 😐 I’ve only spoke to 1 person through whole process to accept offer! Rest was through email but they’ve been quite pleasant to me! hope you get it soon! Mine can’t come quick enough
Nikki says
I don’t have an online account with them my loan was from 2008 and i didn’t even think i would get anything back so i am grateful just exhausted emailing and then getting my hopes up and then nothing again . I have not tried calling them but i have emailed and had the were looking into why you haven’t had your payment excuse and then the rest of my emails had no replies. I understand they are refunding thousands of people possibly so why not explain this when you accept the refund and then tell you they will email when the money would be in your account :/ .
Jo says
It’s all the diff answers I find annoying! Pick an answer! Train your staff then complete task! No wonder they are where they are! Think they need to go in the bin and start with the basics! Not fibbing is a good start! Good luck
Chloe says
OMG IV HAD THE EMAIL!!!
Sarah could you please look over the figures for me?!
It doesn’t look right I at least thought my balance would be cleared!
1st loan £2500 12 payments of £257.65
Top up £6750
Settlement of old loan £1773.16
Payout of £4976.84
So far Iv made:
8 payments of £288.73
A payment of £50
5 payments of £292
9 payments of £200
A payment of £288.57
I should add Iv added up all of the ‘interest accrued between’ that show on my account and it adds up to £5267.56.
The appendices on the email say £0.00 for the 8% simple interest?!
Total redress payable of £5608.54
TIA
Chloe says
I’m confusing myself trying to get my head around it… I’m not sure what interest I paid on the first loan but it was at least 49.9%
Like I added up all the Interest paid on this loan and it was already at £5267 and there offering £5608 so your telling me I only paid £340 interest on the first loan?! When it’s at 49.9% interest rate!?
It says the 8% is only added if I’m due a cash refund but then in the same sentence says it’s been added on?!
“If you are due a cash refund, simple interest of 8% has been included within this offer to compensate you for not having access to this money up until the date when the offer is accepted. This means the refund due to you at the date of calculation (including 8% interest) is expected to come to a total of £5,608.54“
If I made 12 payment of £257.65 for the first loan that’s £3091.80 take away the loan that leaves £591.80
Plus the Interest already paid Is £5858.80 on this loan so still ow me at least £250.26 but I can’t see me only paying interest if £591.80 on the first loan when Iv already paid £5267 in interest on the second loan!
Surely 49.9% interest of £2500 isn’t £591.80 isn’t it more like a grand?
Sorry I’m going round in circles trying to work it out.
TIA
L says
Hi Sara
I’ve spoken to amigo today twice, both different answers so im a bit confused. Like I said before, my guarantor can’t ring to accept the redress as he’s on tour in the army so has no access to phones and WiFi rarely via vpn, they’re also saying they aren’t getting his emails (he doesn’t use gmail/hotmail/well known ones). He’s sent several and even CCed me in one and I received it fine. Anyway, I rang them today and the operator was very nice but told me if my guarantor doesn’t accept then amigo get to keep his redress, he then said I should get my guarantor to send an email assigning his account dealings to me, as in giving me authorisation to sort out his redress. After he sent this, I rang amigo to make sure they received it, again they’re saying they haven’t. They told me to just leave it until the 14 says are over and his redress will he added to mine anyway. I said this isn’t what the other operator said and he just said he must be confused and misinformed. Anyway, he confirmed I would get my guarantors redress if he’s unable to respond or doesn’t respond. I’m not sure which is true, do you know what will happen?? Will I get his redress onto mine for me to sort? Cheers
Sara (Debt Camel) says
I’m sorry, I know this must be very frustrating, but (a) I don’t know what they “normally” do and (b) they may handle your case differently anyway as you have given a good explanation. I do think some other people have been given confusing advice about what happens if their guarantor says they don’t want the refund,
L says
Part of me wants to go through it with a manager, as the two I spoken to had completely different versions of what happens, the thing is he isn’t refusing it, he just can’t call, or send any sensitive information such as bank details because of where he is and what they’re doing, which is why he wants it assigned to me. Thanks sara for your help so far I really appreciate it.
B says
Did you hear back from them about you getting the funds on your guarantors behalf. I’m in a similar boat but my guarantor can contact I just want to know the process after or in the future
Shelby says
Hi can you give me some advise is email mean that a handler has it or ?
Dear Shelby,
Thank you for your reply and apologies for the confusion in the previous email.
Your complaint is being looked at the moment but unfortunately we are unable to give you a precise information to what stage this is currently.
This was raised for you on 06/05/2020 and according to the regulatory guidelines we have until 01/07/2020 (8 weeks) to issue you a Final Response.
If we are unable to get your Final Response to you until that date we shall send you an official update.
Kind regards,
Jo says
It won’t have been looked at yet! This is standard! Have they asked for bank statements? My timeline was but it’s not always the case it seems complaint in, 2 days after got acknowledgement, asked for statements, sent statements and asked for email to let me know they arrived!, got that then nothing for 8 wks as the rest, emailed asking for another 4 wks, nothing at 14wks so I’m getting a little aggy emailed for update, just because they passed the 4 wks contact and I’m not having it lol wk 15 got reply and redress! Account is closed 3 days later I’m currently waiting for refund to hit bank! But from what I’ve seen this means nothing
Hope that helps! I had 3 loans first one 2015
They’ve been actually really pleasant and can’t complain but again I don’t think everyone feels the same! I might not if day 10 comes and they’ve fibbed again! At least own it can’t stand run arounds! No need
Shelby says
Heya thanks for you reply , they asked for them the first 3 days into complaint but didn’t have them as the account has been shut for five years , I did send them my credit report which stated before I had the loan I was £20,000 in debt with every single one defaulted so I’m hoping that’s enough !! Apprently everyone who had there complaint in before May 1st will get answer by 26th but the person I spoke to today didn’t have a clue what I was on about so I don’t know what’s happening !! Xxx
Jo says
Mine was just upheld at 15 wks! Full refund and you sound similar! If there was defaults and debt on your credit file at time of taking loans out you should get same outcome! Timescale wise I don’t know what they are doing! This is just me personally! Good luck
Annemarie says
I got my week 8 email this week saying sorry but they are still looking into my complaint. They said I should hear within a month but can take it to FOS. I thought I would wait a couple weeks then send to FOS. They will probably send the same email at week 8.
Cass says
Hey Annemarie
I received the same 8 week email on Tuesday, then received my email today to say that all 3 of my loans were upheld. However no harm in still sending to FOC.
Annemarie says
Hey Cass
That’s brilliant news. I got the email Wednesday so fingers crossed. xx
Ask says
So does that mean only took just over eight weeks for you resolution?
Cass says
Yes it took 8 weeks and 3 days.
Now just waiting for the funds to clear..
Helen says
Hi. I’ve just phoned amigo. I was told that once your account is showing as settled (with a credit figure if you are due a refund) then it will take up to 10 working days to receive the refund after this. Banks are taking longer to clear refunds at the moment due to additional security checks as so many people are being refunded for all sorts of things like cancelled flights and holidays
Jo says
And that makes perfect sense and fair enough but so many variations the poor call handlers are probably not sure either 🙄 I’m day 3 from accepting but account closed yesterday so day 1 with that! So this game is fun 😂
Wonga made a hash of refunds aswell! 1 final protest maybe lol very efficient when collecting money!
NAG says
Accepted Amigo redress on 9 June for loans from 2011 and 2013, both paid off. Submitted complaint direct to them on 20 Feb. Guarantor accepted his offer for the payments he made within an hour of getting the email on the 9 June. Still not had my redress figure, balance still showing as zero on their website. Told varying timescales and emailed/phoned them countless times with limited information received.
Still nothing in my bank account.
What an absolute shambles. I get they are busy dealing with a number of complaints but I can’t believe that having gone through each complaint to decide whether to uphold it, that they haven’t already worked out the redress figure and then can just pay it.
Car says
They use a faster services of 2 hours for payments I asked the question of when you send it do we then have to wait the extra days for banks to process they said no we do faster 2 hour payment. And regardeds to the other bit mentioned I’m not to sure they did clearly say upon the day you accept the agreement not from when the balls rolling with account cleared at that but not sure
Shaun says
This is different to what i got told. I got told the whole process is up to 14 days ( 10 working days) i have this on email i received yesterday. Hope this helps
Car says
No idea some people a month ago got told 3 5 day then got paid in 3 days next load got told 10 days and got paid between 10 to 12 days and the most recent are being told 14 -20 days I have spoken directly to complaint team and 7 different people all saying it will hit account max 10 days other then the people who have actually got different time frame on there letters no extra time for bank waiting as it faster payment and would hit account in 2 hours but you never know could have changed this was this week informed aswell.
Jo says
I’m day 3 into waiting for my refund in bank and I’ve literally just had another email after I’ve been pretty lucky with contact and timescale etc to say hope all is satisfactory now and to call if I need further assistance! Have a great weekend! Yet others don’t even get an acknowledgement! 😦I’ve not said a word since accepting! Il give them the 10 days before I start! I have an annoying anxiety nervous laugh and I’m quite amused! Never known anything like it! Must be pot luck who you get dealing with your case or something 🤷🏼♀️😂
Nath says
I got an email yesterday I replied to that email an have received a real reply from a person I was amazed
Jo says
I’ve had several personal responses tbf that’s why I can’t believe some of these comments! I even sent my bank statements via recorded delivery and emailed saying ‘you better acknowledge they have arrived cause that’s cost me £4.50’ 🤣 they did aswell ha
Lisa says
Hi everyone
I have just checked my account and my money is in after accepting on Monday
Andrew says
Hi guys,
Just got the money into my bank account.
Email received on 2nd of June, offer accepted on 3rd. Account closed last night.
Hope you guys will get yours soon
Dan M says
Hi all, my money is in my bank account. I accepted on Tuesday. Good luck all.
Mark says
Money has literally just hit my account after code of business worth checking if your due a refund.
Massive relief. 😃
John says
I am so glad to heard this guys!
I accepted on the 3rd, still no money but this gives me hope at least.
Happy for you all!
Car says
Brilliant to all off you so fair keep this up give amigo there does they are doing a fab job sorting the mess out and handling it very well I must say
Leigh says
Hi Sara,
I put in my complaint to amigo on 06/01/2020. After paying my loan off in full nearly a year prior.
Long story short on 13/06/2020 I got an email stating.
“ This means the refund due to you at the date of calculation (including 8% interest) is expected to come to a total of £5,949.34”
I’ve just checked my bank and they have sent me £1,180. I’m really hoping this is just a mistake? Any advice, they are now closed so yay to stressing all weekend
Thanks for all your support
Sara (Debt Camel) says
oh dear – no advice apart from to email in and say it is wrong and then get in touch on Monday.
Leigh says
Just had a though.
In the reference on my bank it’s the loan reference for my top up.
So it could possibly be I have my refund for from the top up and awaiting a second refund?
Thanks
Shaun says
Check ur accounts
Money is in
Skids says
Hi all I’m accepted on the 2nd my account got settled last night and I received bank transfer about 10 minutes ago! Took way longer than expected but glad the ordeal is over!
Nick says
How long did you have to wait once initially putting claim in for a decision/offer?
Jade says
Have just received my money too. Massive relief Good luck everyone x
Jo says
My money is in bank 🙂 accepted Tuesday! Thank you everyone and best of luck to those still waiting! Fresh start and lessons learnt here xx
Sara I prob would of used a company without coming across this site! So thank you so much xx
DC says
Congratulations to all that have a refund! I have been waiting since January and they have not have me a decision yet, is anyone else in the same boat?
L1991 says
Not been waiting quite as long DC but since Feb and no answer yet. Was feeling quite positive until today really, feeling like they’re leaving all the ‘No’s’ til’ last!
Ps Congrats to everybody who got the great news!
PM says
I’m slightly behind but still awaiting a decision. Just about to enter week 17 and I’ve had no contact from Amigo. Chased a couple of times and was told I’d have a decision by 26th. FOS also emailed to say they aren’t looking at Amigo complaints at the minute, so I’m waiting another week and then phoning FOS if I don’t have a response.
Claire H says
Hey, yes I am in the same boat as you just over 20 weeks since I put my complaint in, i am over the moon for everyone who have had their refunds at least their nightmare is finally over where as I am on edge just waiting for a response from Amigo, I hope you hear something soon and we can then carry on with our lives alot more relaxed lol. I just got to figure out what I’m going to do with my time after hahaha
Claire says
I am still waiting for a decision, I put my claim in 17 week ago. Hoping for a decision soon :)
Karen says
I’m not as long but at week 15 and as nice as it is seeing people recieve upheld complaints at 7/8 weeks it does make me nervous that i won’t get an answer anytime soon or that they will turn me down. I had a lot of defaults on my credit file and a ccj but didn’t send in my bank statements now wish i had!! Hope we all hear by next Friday x
Karen says
Does anyone know if they look at complaints at the weekend or is it just Monday to Friday?
DC says
I’m also thinking the no’s are coming to us waiting but I’m sure that’s not the case and just going through them as they can. I did speak to them today though and they said they have till the end of June to make a decision on all complaints made before may.
Someone from the FOS has been in touch with them over the past few days on my behalf apparently but I haven’t got a case handler for it yet…. strange
Ann says
Hi yep I put my complaint in 29th jan email no answer it’s so stressful checking emails and worrying hope we here soon.
Tina says
Yes, I’ve been waiting since 9th Jan. Not heard anything since the 8 week mark. My anxiety has been through the roof with it all. Hopefully next week, will be our week.
Nath says
I put my complaint in 28th Feb had a reply yesterday so yours shouldn’t be far away probably sometime next week fingers crossed
Tina says
Thank you Nath, fingers crossed. Must be such a weight off your shoulders! Congratulations :)
Helen says
Hi. My money has now been refunded. I accepted on Monday. This is the first time I haven’t owed amigo money for 8 years. In addition i will be £360 per month better off, saving £13k in loan repayments over the next 3 years. Once again thanks for the advice and support on here, to Sara especially. I’ve learned important and valuable lessons around financial decisions as a result of this whole experience. Good luck everyone and cheers!
Tina says
Congratulations Helen :)
Nikki says
Well Done to everyone who has received their refund i have checked my account and still nothing :@ i am furious. Accepted 2/6/2020 and now 14 days later still nothing! I could scream and cry
NAG says
Totally agree Nikki! Just awful. I accepted 9/6/20 and nothing. Not even answering emails now.
Well done and congratulations to those that got paid today though!
Skids says
It was done by faster payments at 6pm but as far as I’m aware it can still take a few hours to get to your bank. Fingers crossed!!
Nikki says
I will update when received but as of 5 minutes ago still nothing in my account :(
B says
Is your online account settled? I’ve got final response on Wednesday and straight away called them to accept offer. They said that refund will be in my account in the next 10 working days. Checked my online account and still showing that I’m owning them money so probably hasn’t been sorted yet. I hope I’m gonna receive money very soon, maybe tomorrow coz they working if not hopefully next week.
Alan says
Hi,
I just wanted some advice.
I took out £6000 then a top up of £750
I then made 2 payments of £288.71 and 1 for £292 before settling the loan at £6,900.82.
I have received a redress offer of £5900. It seems to good to be true? Is it, I knew they would refund interest/payments made, but not the full loan surely?
Thanks,
Sara (Debt Camel) says
how long ago was the loan settled?
how large was the top up loan – the total loan size, not what you received in cash?
Alan says
Hi,
I settled the loan 28th January 2019
The original loan was 6,000 I then topped up by 750 – so total loan was 6750 and when I relayed in full I paid £6,900
Thanks
Sara (Debt Camel) says
so you didnt make any payments at all to the first loan? You topped up straight away?
Rebecca says
They messed up my redress off aswell. I accepted then they say they was due to pay they emailed to say they had made a mistake.
Alan says
Oh no!
I’ll be gutted as I’d all ready paid my credit cards off in my head!
When I called them she confided the total that was in the email, surely I can make some kind of complaint etc! I’m truly gutted
Thanks
Rebecca says
I have seeked advice and was told that because they made an offer and the offer was accepted in the valid time frame that they would have to honour the agreement as its then become a legally binding contract.
I literally just had an email saying sorry for the inconvenience it was human error.
I sent them the information I was given regarding the agreement but haven’t heard anything back yet.
I had already committed to clearing off priority debts with it after calling and them confirming the figures and cancelled my direct debit because I was due this refund so now I’m in arrears with them and they said after 7 days it will leave a mark on my credit score. Rather annoyed at all of this now.
Sara (Debt Camel) says
I think Amigo should give you significant compensation is you had acted on their wrong figures and have lost money as a result.
Rebecca says
Sara, can’t reply to your comment.
Would you suggest I take anything they offer me or insist on what was agreed? The amounts have gone from loan being cleared and £5400 refund to still owing them £4300
Also without going through a solicitor that gave me the advice how would I pursue this if they don’t back down?
Sara (Debt Camel) says
I doubt they will pay you that much, sorry. But if you don’t think they have offered enough you can ask the Ombudsman to look at it.
Rebecca says
By the sounds of it they are not going to offer anything
Car says
Total loans taken £6750.
Paid in total £7770.24
Take away original amount borrowed
£1020.24 plus 8% if one year you had it example £1101 redress refund to you
But that going by what you said you only made 3 payment then cleared it if you made more payments and from there I can re calculated.
Ben B says
Is Amigo still emailing people with new decisions even after they originally declined?
I just hope that Amigo will email soon to say they’ve changed their mind, what concerns me if I’m part of this backlog.
I logged the complaint orginally on 04/11, then with FOS on 29/01, then Amigo declined it on 07/02 but FOS emailed me on 13/05 to say should speak to Amigo first, I replied saying it was declined but not sure if that was acknowledged.
I know it was certainly acknowledged by 09/06 by FOS, saying four months but its been with them since end of Jan. Well if it isn’t in the backlog then at least it should be looked at FOS quicker. Its just the waiting thats annoying.
Mark says
I put my complaint in October 2019. I was then rejected in early March so sent to FOS. Had just been picked up by them on the 1st of June. I then received an email on the 3rd from amigo saying they had gone back over my case and decided to uphold the complaint and received money yesterday in my account. I’ve read quite a few cases not being upheld and now seem to be a lot Of cases now changing and being upheld.
Good luck
Alan says
Yes the first loan I made one payment of £292 – topped up and then made two payments of £288 before settling. It worked out less because I increased the length of the loan from 36 to 48 months
Thanks Sara
Sara (Debt Camel) says
how much did you get in cash from the top up loan? (I do stop asking questions in the end!)
Alan says
£686.76.
Haha no problem thank you
Sara (Debt Camel) says
Then you paid £356 interest on the first loan and £726 on the top up, so if those figures are right you should get a refund of £1083 and about £100 extra 8% interest.
Sorry, it does sound as though they have made a large error.
Alan says
No problem. Thanks
Do you think I have a leg to stand on to make a formal complaint considered £5k was offered via email and phone etc or should I just quit while I’m ahead?
Thanks for your support
Sara (Debt Camel) says
yes i think you can complain. You may only get a small amount of compensation, but they should have got their calls right and they should also be able to produce a report for everyone showing how the number was calculated.
frogman says
I think an immediate top up after one repayment is a bit unusual.
Rebecca says
Yes they confirmed the same with me, I did seek advice as I wasn’t sure and they did she that it’s legally binding now that it’s been accepted but I’m not sure
Ted says
Hi Sara. Need your help. Got a email from amigo tonight saying they are up holding fos decision. But are working on a figure. Would love to know what is next? I’ve so much happenin in life atm as we all can say we do. But hand on heart when would you think I will get this across the line basing this on other peoples suitaion. Many thanks.
Sara (Debt Camel) says
The two complicated types of cases are where your guarantor has made payments and where Your debt has been defaulted and sold to a debt collector. Has either of those happened?
Pablo says
Hi Sara, I received email from Amigo saying I’m due redress – great news .. my loan was fully paid off two years ago.. could you explain what ‘A refund of any payments you may have made in excess of the capital amount of the loan agreement, along with 8% simple interest;’
Many Thanks!
Sara (Debt Camel) says
In simple terms they are refunding you all the interest you paid.
(The rather odd wording is because you also get refunded any broker commission Amigo paid, any CHAPS fees, any late payments charges and any other sundry things that got added on. But many people had none of these. )
Ben says
Hi Sara,
Reading these comments is so frustrating. I’m happy for everyone but feel like I’m being missed after reading above. I put my complaint in to amigo in February, didn’t hear anything from them and still haven’t. I’ve sent it to FOS. Is there anything I can do to make Amigo move a bit quicker as my complaint has been in alot longer than people who have had their responses. Please advise. TIA.
Sara (Debt Camel) says
Have you had any confirmation from Amigo that you sent In a complaint?
Rob says
Good afternoon Ben
I submitted my complaint on the 14th of January and received my final response yesterday. The response went to my junk mail, so keep an eye out.
I had sent emails asking what was happening in the days leading up to their response, but I don’t think they speeded anything up and simply led to frustrating generic replies.
Good luck.
Ben says
Yes I recieved the confirmation. Maybe I’m just being entitled and will have to wait my turn like everyone else. It’s just frustrating, you would think they would simply work through complaints in chronological order. Thanks for the replies Rob and Claire. Claire that’s a ridiculous time scale, have you taken it to the FOS?
Claire says
Yeah it’s on the ombusman waiting list now, Ive been told for ages itll be sorted by the end if the month now all of a sudden they are going to wait for ombusman dissision.
Adjuactor has said I was mis-sold so hopefully ombusman agrees. I’m really considering going to the papers or watchdog! Honestly I’ve almost lost the friendship with my guarantor over this!
Sounds abit over the top I know but a whole year!!! I’ve struggled to keep up the payments..sometime not paying my rent or council tax!
Worse financial dissision of my life x
Helen says
Hi there! I made a complaint to amigo January 1st which was declined in March on the grounds they thought it was affordable. It was very distressing as they’d topped up the loan to my partner when he was unemployed!
Sent to FOS after 8 weeks but we weren’t holding out much hope due to COVID and probably a massive backlog.
2nd June, received an email from amigo to say they have re-reviewed our case and feel they didn’t deal with it properly and are refunding us all interest plus 8%. We managed to clear the amigo loan back in May and we are completely debt free so we were getting a refund of £6,900.
Money dropped into our banks this morning! Never had so much money in our bank lol!
Thank you so so much! Money is going towards a house deposit.
mark says
Hi Sara could you look at this please
6000 loan
8579.12 paid
5645.80 paid back to guarantor
Leaving 2933.32 I had paid off the principle
So that’s 3066.68 I’m still liable for .
Uk credit say I have 1029.56 redress owing (which needs to be paid against principle which I no ) BUT
They say my loan account stands at 4096.24??
This is what they said below can you please explain it to me …
Your redress calculation is a little complicated because of the history of your account and that it was terminated.
You borrowed £6000 and made payments totalling £2,933.32
This leaves you a principle remaining balance of £3,066.68
Currently, your loan balance sits at £4,096.24
Your redress amount is the difference between your current balance and what your principle balance should be.
£4,096.24 – £3,066.68 = £1029.56
This is the reduction that will be applied to your account as it stands currently.
If you could explain please
Car says
Yes that wrong it should balance should be £3066.68
Sara (Debt Camel) says
That was my first thought. But actually that is what UK Credit is saying, in the most convoluted way possible!
“Your redress amount is the difference between your current balance and what your principle balance should be.
£4,096.24 – £3,066.68 = £1029.56
This is the reduction that will be applied to your account as it stands currently.”
They are saying they have calculated the redress at 1029 because when they apply that to the current balance it will be reduced to 3066.
Sara (Debt Camel) says
Mark,
“You borrowed £6000 and made payments totalling £2,933.32”
do you agree those figures are correct?
Are you on good terms with your guarantor?
did you repay your guarantor any of the money they paid to Amigo?
Mark says
Yes on good terms with guarantor all this is correct . It was never about redress for me it was to get my guarantor released and C/O removed from there house . There redress is a bonus . After 2 weeks of arguing with uk credit they upheld the guarantors complaint too releasing her from liability of loan .
I’m still confused how is there a loan balance of 4k to start with ? ..
Sara (Debt Camel) says
I want to double check
– do you agree the payment YOU made (not your guarantor) total £2933? Not from their calculations, but by you adding up the actual cash payments you made.
Also is the guarantor being refunded 5645.80 exactly? or is there some 8% interest added on top of that?
I’m sorry I will get round to answering your questions, but with so many confusing numbers around, I want to be very clear if a couple of them are correct.
Mark says
There should be no balance of 4k once everything is worked out it should be around 3066 ..
Sara (Debt Camel) says
OK.
So you agree you have paid them 2933.
And the loan was 6000.
After removing your guarantor’s payments from the loan account AND removing all interest, there will be a balance left of 3066.
Which you agree.
This is actually what UK Credit are saying in a very complicated way.:
“This leaves you a principle remaining balance of £3,066.68”
They could have stopped there, because that is what they say you now owe them
But they then complicated it by introducing this figure of £4,096.24 and calculating another number which they called your redress £1029.56. I *think* 4096 is some largely irrelevant figure where it contains the part of the interest that was paid by you and not by your guarantor whhich turns out to be 1029 which they label your redress. These are not very interesting calculations to you but no doubt they match what has happened when UKC have reworked the loan account without the guarantor payments.
LEE says
Are Amigo less inclined to uphold if you’ve met all the payments and not defaulted? I’ve made all my payments but was gambling and borrowing from other lenders to keep up plus I’m now in a DMP and was living in my overdraft throughout the time I’ve had the loans (up until the DMP). Credit score was sat in the low 200’s. Amigo has been kept separate from my DMP due to not wanting to impact my guarantor. Lodged my complaint early March and still nothing. Worked out that IF (big if) they uphold, the interest paid will cover the outstanding amount plus a bit extra on top. The wait is rubbish! :( I sent to FOS early May and when 8 week period was breached and they’ve acknowledged receipt at this stage.
Hang in there all those waiting to hear.
Sara (Debt Camel) says
Are Amigo less inclined to uphold if you’ve met all the payments and not defaulted?
many people getting refunds made all their payments on time as they were desperate to protect their guarantor.
Jo says
I paid all payments and never defaulted! I got refund! I struggled but always pays cause my dad was my guarantor! He didn’t know about complaint from them either! I told him!
LEE says
Thanks Sara
That’s encouraging to hear Jo, my mum is guarantor and (Due to Covid) there’s no way she could afford to make the £365 monthly payment I’m currently paying out. It’s all bonkers isn’t it :( I’ve never check my emails so much in my life as I am at the moment. It’d be amazing if my complaint is upheld, they topped up four times after the original loan I took out in December 2018. Here’s hoping!
S w says
Hi Sara just wondering if u could help me work this out please
Loan1 cash recieved £2000.00 made 3 payments of £97.58
Top up 5000 cash recieved 3000 made 3 payments of £197.02
Top up 7750 cash recieved 2600 made 11 payments of £306.32
I’ve tried to work out how much I will owe when they take the interest of they are upholding my complaint thanks
Kat says
THE EMAIL HAS COME THROUGH!
They are working the weekend everyone! I sent mine in on the 28th Jan, the usual, heard nothing since the 8 week email, now I’m very happy!
Good luck everyone, they are getting through them!
Jas says
That’s good news!
When did you put in your compalint if you don’t mind me asking?
Kat says
I put my complaint in on the 28th Jan. Looking at previous responses on here I was thinking they were only going through completed loans (as everyone is talking about getting refunds). I still had/have a live loan with them but they have wiped all my interest etc and only have a few hundred to pay back what I actually borrowed
Jay B says
Hello,
Sent my complaint in on 28/05/2020 and they confirmed they for the email on 29/05/2029. (Not expecting a response yet) Just wondering when they would normally ask for bank statements as I don’t want to delay anything?
Thanks
Sara (Debt Camel) says
I suggest you send them now, don’t bother to wait to be asked.
A says
Hi! My complaint was sent in on the 10th January and I had an email to say they can’t guarantee I will have a response by the end of June like some people had thought. X
PM says
My complaint was sent in after yours and 3 separate agents at Amigo have told me I’ll have a response by 26th June. Sounds like they aren’t getting through them as quickly as they’d hoped. I’ll be escalating with FOS if no response is received in the next week.
Pablo says
Hi! So may seem obvious but I had an email back from Amigo saying they will give ‘A refund of any payments you may have made in excess of the capital amount of the loan agreement, along with 8% simple interest;’ my account was paid off two years ago. Does this mean I get refunded all payments over the loan I received (£3250) ? thanks.
Sara (Debt Camel) says
Yes, that is exactly what it means :)
tony says
Hi
I sent Amigo my loan reference number and address from 2013 they replied saying they have no record of it , I have copies of my bank statements showing the payments made to Amigo and the reference number I gave them.
Where do I stand if I have proof but they say they can’t find my details ?
Thank you
Tony
Sara (Debt Camel) says
Ask if they are rejecting your complaint because you will be sending it to the Ombudsman.
Tony says
Hi Sarah
I sent a copy of a bank statement to them this morning showing that I did have a loan and the details were correct in terms of reference number and my address.
They said yesterday that I should complain to ico if I feel the information should be on record? Are they just trying to bat me off and hope I’ll go away ?
Sara (Debt Camel) says
go back to them and say if they don’t consider your complaint you are sending the complaint to the Finacial Ombudsman.
Tony says
Hi Sarah
Ok will do , should I wait for them to reply to the proof I sent them today having. Bank statements showing the payments or just send another email telling them to consider my complaint now ?
Out of interest why would they say they have no record and of me ?
Are they testing to see if I have proof ?
I’ve read on here people closing back to 2011 so I cant believe they don’t keep information to 2013
Sara (Debt Camel) says
I suggest you give them a week to get back to you.
George says
Hi Guys,
Firstly thank you Sara, you have helped me with both Wonga and Amigo. Amigo have now settled my remaining £3k and will be refunding me £1200. Thank you so much.
Quick question on those who have received refunds. Did you get taxed on your refund amount or will I likely receive my full £1200?
Thanks in advance and thank you Sara!
George
Sara (Debt Camel) says
you are taxed on the 8% extra that is added. the rest of it is a refund of your own money so nor taxed.
LyndsKG says
Hi all,
I sent my complaint in mid January and have just received my email to confirm my complaint has been upheld. I accepted the offer on Friday and was told 10 to 15 day until i receive the refund. (We will see) I think there was a question about never missing a payment and still having complaint upheld; My loan was paid in full in 2019 and i never missed a payment. But the monthly payment caused me alot more financial problems and i ended up in more debt. Hoping the payment will come through soon. I will keep you posted if time scale.
Kayleigh says
Hiya when you say your owed £10,249 is this all the payments you’ve made?
Then they just knock it off your current balance?
Trying to wrap my head around it all!
Sara (Debt Camel) says
No the refund is just the interest you have paid.
Kayleigh says
So say you’ve paid them £10,249 all together and your current balance is £9000 they will just wipe your balance and just refund you the interest you’ve paid?
I’ve seen so many different calculations and I’m really not good with understanding financial lingo (if that isn’t obvious) and I’m so stressed about having a balance left to pay
Sara (Debt Camel) says
Its easier to explain with real numbers.
Can you say for each loan and top up:
– how much you borrowed
– if it was a top up, how much did you get in cash
– how much you paid to the loan eg 8 payments of £196
Kayleigh says
So..
I lent £2000 – 1 payment of £97
Then topped up £6500 (£4556 received) – 8 payments of £256
One payment made by the guarantor- accepted refund
Topped up £8250 (recieved £2020) 30 payments of £326 made
4 payments made by the guarantor – accepted refund (not on good terms with guarantor)
Current balance is £6948 (£1204 in arrears)
🥴🥴🥴
8 months pregnant and hoping the balance is cleared
Sara (Debt Camel) says
I assume that the 8 payments and the 30, include the ones your guarantor made.Removing them, you have paid the following interest
loan 1 41
loan 2 1452
loan 3 226
total £1719
So the last loan will be wiped and you will get 1719 refunded.
Car says
Hey is anybody else waiting for a refund please let me know what day your at I’m day 10 working and still nothing but balance updated on account a 4 days ago
B says
I’m on 3rd day (2nd working day). Accepted offer on Wednesday. Just to make you aware – it’s Saturday so they doesn’t count as working day. My online account wasn’t updated yet but I can see that balance is frozen already, they doesn’t adding daily interest and I’m still waiting for refund.
Annemarie says
Hi B have you had your funds paid in and account settled. I’ve accepted on a Wednesday and just looking for timescale Thanks
Karen says
Hi Sara
I am still awaiting a decision on my affordability claim currently at week 14. I was just wondering i had emailed them back in Dec 2019 as i had been paying off my 10,000 loan which i took out Jan 2018 and after nearly 2 years was still owing at that time 10,800 (now currently owing them nearly 11,000) balance never seems to come down!! Anyway in the email back in Dec i had asked them if i paid 495 a month instead of 395 when would loan be finished but wasn’t able to stretch to that but with me inquiring that when they look back at emails will that go against me? When i took out loan i was on benefits my guarantor was on benefits and i had many defaults and a ccj on my credit history.
Sara (Debt Camel) says
affordability is assessed at the time you took the loan.
Sophie says
I wanted to know if I need to take any action on my account.
I put my complaint in in Jan 2020, i had 2 emails Feb and April saying sorry its taking longer that expected etc…
I didnt chase on this as i wasn’t expecting anything.
Then i got an email on Thursday saying they have upheld 4 of my accounts and appendices these at the bottom of my email.
There is not definitive mention of redress amounts or what I do next, just the amounts of 4 loans.
In your experience, do I need to do anything? I cant accept anything as no offers that i can see?
I had 4 loans in total 10k was top up from 7.5 and paid that off. I think each time i paid off a balance of last and got a bit extra.
£5.5k
£5k
£7.5k
£10k
Thanks so much xx
L says
Your email will probably state “you will receive your redress figures __/07/2020 no later than 5 working days” did you get this?
Sophie says
I do have 3/7/20 in email now i look again! So i just need to wait, no action needed from me? X
Ben says
Still no email. Hoping they don’t reject mine. Had complaints against wonga and safety net credit with lower amounts so hoping FOS apply the same standards