UPDATES:
Do not use the template on this page for Amigo, Buddy, George Banco, Trust Two, Glo. It is now too late to complain about them.
For TFS see TFS Loans goes into administration.
Guarantor loans are very expensive. Often the lender didn’t check properly that you could manage the loan repayments without having to borrow more. It doesn’t matter how well off your guarantor was, you had to also be able to afford the repayments yourself.
If proper checks would have shown that you couldn’t afford the repayments, complain! This article includes a template letter 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). In 2019, FOS issued a major decision upholding a borrower’s complaint against a guarantor lender. After that, FOS started upholding the very large majority of guarantor loan complaints it was sent, sometimes over 80%.
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, Buddy, George Banco, Trust Two, TFS, Consollo, Glo. It is now too late to complain about them or you have to go to the administrators – see the update at the top of this page.
For all other guarantor lenders, including ones that have stopped lending, send your complaint by email – here is a list of lender email addresses:
Guarantormyloan – customerservice@guarantormyloan.co.uk
Hero Loans (Hamilton Greig) – collections@heroloans.co.uk (put COMPLAINT as the title)
Juo Loans – customerservices@shelbyfinance.com
LendFair – in liquidation. Contact angus.gilles@mhllp.co.uk.
Suco – hello@suco.co.uk (ignore any suggestions to contact ODR – you want a reply to your complaint from Suco and send the complaint to the Financial Ombudsman if it is rejected.)
UKCredit – no longer lending but you can still complain to welcome@ukcredit.co.uk (put COMPLAINT as the title)
1 plus 1 complaints@1plus1loans.co.uk.
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.
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 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 or are thinking of one of these options
- 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
Adele says
Hi, it’s been 4 weeks and 4 days since I was told by FOC that my 3 loan were upheld and Amigo would contact me with redress, I got an email from Amigo on Monday saying the same thing the FOC said, I just received an email saying they would hopefully have the figures for me in 10 days.
After that il have to wait another 10/15 days for payment.
By the time she typed the emails she could of calculated the figures, I have every statement &interest paid going back 10 years, took me 15 minutes to add it up + 8% minus tax on the 8%. wonder why it’s taking. Can see why they’ve such a back log.
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.
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.
Ken says
Excellent, thank you! yes, all four were upheld.
Just a couple more things – Does that include the 8% simple interest? I also changed my payment dates to later dates so I assume that would change my figures slightly since Amigo interest is calculated daily?
Thanks again, you’re a gem!
Sara (Debt Camel) says
There won’t be any 8% interest according to Amigo’s calculations as you havent yet repaid what you borrowed.
Changing your payment date can increase the interest you pay a lot, but that would have been taken j to account as the calculation just looked at cash movements.
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.
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.
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
Sara (Debt Camel) says
Good news for anyone wanting a further coronavirus payment break – 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.
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…..
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!
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.
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.
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 😁
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.
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)
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
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,
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
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.
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 🤷🏼♀️😂
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. 😃
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.
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!
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
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!
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!
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.
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
I got £686.76. in cash from the top up loan
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.
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.
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.
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.
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.
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!
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!
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.
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.
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.
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?
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
Suzanne says
HiAmigo are very frustrating, we originally put a claim in to amigo in October 19, got a big no in December 19 and sent straight to the fo, the fo now are waiting on amigo to send the info over. What I don’t understand is how the fo has settled claims about amigo that have been sent way after ours? It’s now over 6 months since the fo has had it and nothing?
Is there anything we can do?
We are both chasing the fo and amigo weekly?
Also finally had a yes from the fo over provident, that’s taken over 18months and now 8 weeks after the fo said yes they are still waiting on provident.
Just seems that people who have complained this year to amigo are all getting sorted and older ones are just sat there?
Although I’m happy others have won.
Sara (Debt Camel) says
I understand your frustration. Although you may not find these points very satisfactory, here are my thoughts:
What I don’t understand is how the fo has settled claims about amigo that have been sent way after ours?
FOS does prioritise some cases because of certain things in the case eg domestic abuse, customer vulnerablity. And cases involving loans over 6 years need an extra step which slows them down.
Is there anything we can do?
Not at the moment. Amigo has told the FCA it will sort out the backlog – which should include your case – by the end of the month.
As a result, FOS wont look at your case now as there is simply no point, it would just be wasting FOS’s time.
And you cant get Amigo to speed up your case, they are trying to get through thousands, all of whom want theirs sorted asap.
Just seems that people who have complained this year to amigo are all getting sorted and older ones are just sat there?
No. Older cases are being sorted. There have been a huge number of new claims since December so if you look at the numbers they tend to dominate but that doesn’t mean older cases are being ignored.
Othe people have have worried about other types of cases being ignored: large refund cases. 1 loan cases. cases where the loans have been repaid. cases where the loans are over 6 years. etc etc So far as I can see ALL sorts of cases are being sorted and none are being prioritised.
Craig says
What will the fos do with Amigo if they don’t clear the backlog before Friday? As it would seem highly likely that they will miss the deadline!!!
Sara (Debt Camel) says
it’s more a question of what the FCA would do…
I guess it may depend if they have missed.it by a few dozen or many hundreds…
Andrea says
Here’s hoping they panic this week and decide to push a load more through to clear the backlog before Friday.
Put mine in 7th March
10 years with Amigo, 1 loan and 5 tops ups, first two with FLM which they have sent all details through on the SAR CD.
Hang in there those who are still waiting our time is coming,
rebecca says
My situation/timelines are identical to yours and I havent heard a thing…fingers crossed this week is our week🤞🤞🤞
Andrea says
Here’s hoping !!
Dan says
hi i was just wondering if you can help with a loan that I was guarantor for. It was written off by bamboo and I was given a small refund, but they have not removed negative history on my credit file. I was told he should all be removed, as they aloud to do this? Thanks
Sara (Debt Camel) says
Go back to Bamboo and say you will be sending your complaint to FOS if they don’t remove the negative history.