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
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.
Emma says
Hi Suzanne, I’m in exactly the same boat as you! Same dates too! Fingers crossed for us both. I was told I should hear by the end of the month? Who knows
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.
Tony says
Hi Sarah ,
I have had a email back from Amigo after I sent proof yesterday on a bank statement from 2013 that I had a loan with them.
They have replied today to say they can find no record of it as it may of been deleted due to time lapsed.
Do I still send my complaint to the Ombudsman if Amigo say they can’t find my details?
Sara (Debt Camel) says
yes!
Ellie says
How and where did you complain about this? I am still with them and the debt isn’t going down at all
Sara (Debt Camel) says
The article above this comments explains what an affordability complaint is and how to make one. It has a template letter you can use. At the moment a lot of people are winning these complaints because Amigo hasn’t done proper affordability checking.
Nath says
So my guarantor has accepted the refund. On Friday after receiving email on thursday.
I received an email on Thursday also stating I will receive my redress fingers within 5 working days.
But I then sent an email
Asking for a rough time frame for my redress calculation to arrive.
The reply I got was
“Hi
Thank you for your email. Once the guarantors refund has been processed, we will issue you with the redress calculation from our transactions department, that takes into account any payments made to your guarantor and the impact on the balance. As soon as we have this information we will send you the details.”
Then I asked again how long will it take as the email I received says I should receive within 5 working days
Next reply was
“Hi Nathen
Thanks for your email it can take 10 working days to process.
regards
Natalie”
Is this right has anyone else had this ??
Starting to annoy me as there contradicting themselves
Car says
It take 10 working days or more for gaurentor to be paid out I am on my 10th day working and still not got refund or cancaltion so yeh they said to me 5 days now there telling me other wise
NAG says
Mate, exactly the same as you. Guarantor accepted on 9th June and he hasn’t had anything yet and nor have I. Not even had the redress figures.
I’ve sent loads of emails and phoned them but keep getting different answers. Can’t believe that it takes so long as they must’ve worked out the figures when assessing the compliant to begin with!? It’s ridiculous – they’re pretty quick to take the money and pretty quick to hassle you if you don’t pay on time!
I think they’ve muted my emails or something now. Tried everything from angry to basically pleading with them. When I first had the offer I was told 5 days for me and guarantor to be paid and whilst the money is a bonus, I had planned on using it based on the time they told me.
nath says
Well it’s a bit weird they say I’ll receive my redress letter in 5 days but say it wont come till the guarantor processed.
I’ve lost my job due to this rubbish were going through. So to be honest getting a refund would help me out right now. Stressed to the hills worrying about bills. And this is just topping it off now.
Neveragain says
Hi, I took out an Amigo loan in July 2014 and paid £125 for 28 months. It was a £4000 loan. I then topped up £2806 in November 2016 and paid 19 months at £195, taking my loan amount back up to £4000. I have a complaint pending, awaiting their reply. I paid the loan off in full for an amount of £2700 in April 2018. Would the fact I paid it off ( took extra money on my mortgage to consolidate), go against me? If my claim was successful, how much do you reckon I would get. Won’t ever be so stupid again!!
Nath says
Do you believe that the loan was irresponsibly lent??
Sara (Debt Camel) says
The fact you repaid the loan early is NOT relevant to your complaint.
Never again! says
My credit rating at the time was in my boots. I had several payday loans and a couple of high interest loans/credit cards. Put it this way….. I wouldn’t have given me more money
Sara (Debt Camel) says
Amigo is a bad credit lender. It doesn’t matter directly how bad your credit score was, but what your situation at the point of application was. Of course in practice a bad credit score and payday loans usually means you were in big trouble and Amigo would have seen that if they looked in detail.
Scot says
Hello,
I took out £10,000 for loan 1 in 2017 with Amigo.
I then took out a second loan for £10,000 in 2019 £9,499.20 was used to pay off loan 1.
They have agreed to remove the interest off both loans and refund.
Loan 1: £10,000 borrowed and paid off in October 2019. £9,059.20 interest owed
Loan 2: £10,000 borrowed and still outstanding. £2,385.53 interest owed
They are claiming that they will refund £1,049.16.
By our calculations, as all the outstanding interest is being refunded (£11,444.73) and we have paid off Loan 1, we therefore only owe £10,000 for Loan 2. Which should mean a refund of £1,444.73.
However, as Loan 1 has been paid off, are we entitled to have the interest from Loan 1 fully refunded? As we still have £35k in debts which still has interest attached, including council tax and gas and electric and as Loan 2 is now interest free, we’d like to have a repayment plan and pay off the higher priority debts and higher interest debts.
I hope this makes sense and thank you for your help.
Sara (Debt Camel) says
I prefer to look at the cash movements to do the calculation.
So:
loan 1 – borrowed 10,000
how much did you pay to this before it was settled? eg 19 monthly payments of 395
it was then settled with 9,499.
loan 2 – borrowed 10,000
how much have you paid to this so far?
I assume your guarantor hasn’t paid anything?
Sara (Debt Camel) says
also, are you buying or renting?
Scot says
Hi Sara,
Thank you for getting back to me.
Loan 1 – 24 monthly payments of £395.25
1 payment of £20.00
1 payment of £54.00
Loan 2 – 6 payments of £395.25
Our guarantor hasn’t made any payments.
We are in private renting and owe money on: council tax, gas and electric and a Hire Purchase as well as other low priority debts so £32k of total debt not including Amigo.
Thank you.
Scot says
Hi Sara,
We’ve lodged a complaint with the Ombudsman but we’re not sure if it will be upheld to refund the interest from loan 1 and go into a repayment plan for loan 2 so we can pay off priority debt.
As they’ve agreed to refund all interest paid minus what we still owe for loan 2 (£10,000). So we’d only get £1.444.73 paid out. Is it worth waiting to see if they’d refund loan 1 interest in full £9,059.20 and go into a monthly repayment with loan 2? or do we just accept paying off both loans and accept the £1,444,73?
It’s a win win for us either way, but with other debt still accruing interest, it is in our best interest to have it all refunded to pay off the higher rate debts first.
Sara (Debt Camel) says
I missed your previous reply.
I would be surprised if you win the FOS case, but it is possible.
But I think you (and your partner? you have said “we”) should talk to a debt adviser about your debt situation. With that mountain of debt it may be that some form of insolvency is a better options, such as bankruptcy (but with two of you you may have different debt options, see https://debtcamel.co.uk/couple-different-debt-solutions/)>
Now your guarantor has been released, this is the time to look at the best option for all your debts.
B says
Hi I had a few loans with amigos and paid most of them off untill my guarantor paid a chunk of the remainder off to settle the loan beginning of the year. They have wrote to me and said my guarantor can claim for the money paid. How does it work out with what I paid and who gets the money? Thankyou
Sara (Debt Camel) says
Amigo knows what you paid and what it asked your guarantor to pay.
I think that in general Amigo will refund your guarantor first, then remove the guarantor’s payments from the account and assess your refund (or balance owed) based on that.
Are you on good terms with your guarantor? Because if you are, then between the two of you you will get more money back if your guarantor takes the refund and then helps you out with some/all of that money than if your guarantor refuses the refund.
If you are planning to refund your guarantor from your refund, letting Amigo refund your guarantor is probably best.
If you have already repaid your guarantor and you are not on good terms and they may claim the money from Amigo this is a very difficult situation and you will probably need to go to the Ombudsman and may not win there.
B says
Yes I am on good terms as it’s my mum, and we have already discussed I just didn’t if I would receive the money or she would
Thanks for your helpful reply
Jo says
Hi
I put a complaint in with Buddy loans who rejected my complaint. I have spoken with FO who have advised me they are waiting for the information from buddy loans. Does anyone know how long they have to give this information to the FO.
Thanks jo
Andrew says
Hi Jo,
My complaint was rejected by Buddy Loans in January, sent to FOS.
FOS recently contacted me (about 2 weeks ago) asking for more info. Yesterday I received an email from FOS informing me that they have now all needed info and they will get back to me once they finish the investigation. My loan was paid off almost 2 years ago.
Gemma says
So received my final response on Friday! They upheld through fos last Monday. Amigo upheld 3-9 loans gave no reason to why they didn’t uphold first 2 not flm quick loans they didn’t include my loans in the final response nor figures. So I emailed back and today they have sent me the list of loans no calculations so i have no idea (well a little) at to what I’ve accepted!!! I’m astonished as to how they can keep getting away with what their doing ?
Stevan says
Morning All,
Accepted redress last Monday 16/06/20. Was told the monies will be paid “within 10 days” statement.
Only 5 working days have passed – no money paid.
The anxiety this must be causing people……especially those over the timeframes given.
Good to see some people were paid on Friday.
A.n says
Hi Guys
This board is really great for keeping informed.
Can I ask for replies to those who have had refunds as well as their guarantor being refunded.
I am aware that they state 14 working days for guarantor to approve and I will get my calc 5 days later.
However I want to know how it’s worked for those who have had refunds.
So, after accepting how long did it take guarantor to be paid?
After that how long did it take to get your redress figures ?
And then how long for money in the bank?
Any help and info would be greatly appreciated
B says
I need this reply also…I’m in a very similar situation..I will let you know if I hear anything.
Mb018538 says
For those that haven’t seen….
Disappointing news today that Amigo now say they won’t be able to clear the complaints backlog by Friday (there’s a surprise) like they said they would in May, so who knows when myself and many others who have been waiting 5 months plus now will get a reply. I guess it depends what sort of extension they can agree with the regulators.
B says
I was so lucky that I received final response from them last week!
rebecca says
Where did you see this I am gutted 16 weeks so far others waiting a lot longer and they have given decisions on complaints for complaints raised less than 8 weeks ago. This is not good for anyone and the lack of customer contact is deeply disheartening. Did it give a deadline at least?
Marie says
I’ve just read the reports and they are blaming a surge in the number of complaints received since entering that arrangement with FCA…I thought the arrangement was to clear the backlog not the complaints which have been received since. Surely this is the lack of organisation around how they have been responding to complaints which has caused yet further delay. I’m genuinely really pleased for all those who have received responses but this is just another kick in the teeth for those of us who have been waiting 20+ weeks already, especially when some people have received responses in under 10 weeks. It really does feel like some of us have been forgotten about and won’t get a response at all. Also as FOS have not been picking up complaints about amigo while this arrangement has been in place, does it mean that any chance of having a complaint looked at by FOS is going to be further delayed if an extension is approved?
Craig says
Where did you read about it? I haven’t seen anything I’m on week 16 and haven’t heard a thing
L1991 says
While I am happy for those who have had their complaint responded to. It makes me more frustrated reading stuff like this. Especially seeing they have dealt with complaints not even at the 8 week mark when there’s others waiting 16+ weeks like myself. Probably now another 8 week wait.
Becs says
100% its complete chaos….but I’m going to stay hopeful that this is our week…I’m at a stage where I just need to know either way
Karen says
Where did you see that they wouldn’t be giving a response by end of June?
Marie says
Its reported by the financial times
https://www.ft.com/content/62e6603e-4f5f-47b4-a12d-ce3c76a8358b
It’s not a certainty that they won’t be replying before the end of the week but they are currently seeking to extend their voluntary arrangement.
Vanessa says
Hi there , ive been woth amigo from probably about 5 years on and of settled some and then taken out new loans had multipule top ups with them i pay so much money to them im half way through a 4 year loan term now and ive about paid of the intrest i think only recently have seen my balance dropping down , ive never really thouught about the fact i might have been misold but after reading these maybe i was i went thought a stage of topping my loan up everytime it let me , they only questioned my guarantors loan i was nevef asked to prove my earnings .
Jo says
I’ve just received full interest refund on 3 loans! I’ve continued to pay throughout! Still upheld! I still owed £5000 on latest loan and it’s now gone plus cash refund! So yes I’d say so! My circumstances were other debts, lie income and they didn’t check before payout so do it! It’s a long drawn out process! But mine was pretty good at 15 wks hope that helps! They wanted bank statements for a month before and after each loan and any other info you can give! Be honest with everything! I used Sara’s templates and did it myself so no company to rely a cut! It’s easy enough to do yourself with Sara’s templates Good luck xx
Jo says
Low income I didn’t lie lol
Craig says
Finally after 20 weeks I have had the email that amigo have upheld my complaint, Sara thanks for everything u have been a lifesaver and with this off my shoulders I can now move on in my life with no burden and not knowing if I can make this loan payment each month. And all ones waiting on response fingers crossed for you as I waited and waited and good things come to those who wait.
Shell says
Please does any one no how long after accepting do u get your offer i accepted last Wednesday
B says
Hello Sara,
I just have question to you. I’ve been offered redress last week, I accepted offer and I’m still waiting for refund. My online account wasn’t updated yet, but I’m due payment in the next couple of days. I’m afraid if I’m not gonna be paid soon they will collect payment. What should I do?
Shell says
Hi how long from accepting to get figures please
B says
My final response came already with figures so I knew exactly what I will get. Been told that refund will be in my account within 10 working days. When asked about upcoming payment she said don’t worry it’s gonna be done by this time.
Sara (Debt Camel) says
cancel the DD!
K says
I am in same boat just called them and got very shady answer. One advised I still have to pay until updated. Called back and moaned and was told account put on hold until they sort out update on my account so being told 5 to 10 days for refund now being told 15 to 20 working days. Am I ever getting my refund!!!
Tracy says
I’ve just been told 15 days for garantor refund after they told her 5 to 10days there not doing there job properly there just fobbing people off with there lies it dont take that long on faster payments
Nikki says
Is anyone else still waiting past the 14 days ? Today is working day 15 and still no money in the bank.
I accepted my offer on 2/6/2020 .
I have emailed them but still no reply :(
Had hope Friday when some people got refunds but still nothing.
Car says
No nothing don’t know what there playing at a lot of people still waiting has your account online been updated
Nikki says
I phoned this morning and a lovely lady said they would speak to the finance team and call me back before the end of the day. 4.37 she did ring back and said my refund had been sent and can take hours but it will be with me shortly as sent by faster payment. They are not sure what has caused the refund not to be in yet but hopefully it will hit my account soon and i will keep you all updated. Thanks :)
B says
Hi Nikki,
Have you got your refund?
Nikki says
Yes finally it has arrived , so for everyone waiting there is hope :)
PM says
Just had an email from Amigo Complaints to say that they are still investigating my complaint but cannot give me a timeframe for when I can expect a final response. This is really frustrating, as it implies I won’t be getting a decision by 26th, a date that they’ve previously committed to 3 times! I’m 17 weeks in and have had absolutely no updates on my complaint. I hope FOS start progressing these again soon because some of us are being fobbed off by Amigo. Here’s hoping for a miracle later this week…
BC says
Got the Email!!! 10k written off, £1800 cash back and £427 a month better off!
Sara, is there anywhere I can make a small donation to this site? I’m now debt free and the help from here is the reason for that.
Sara (Debt Camel) says
Please make a small donation to your local Citizens Advice!
Tony Montana says
Hi BC, can I ask why it was written off? I’m in a bad mess with them, they’ve just given my guarantor 8k back and I’m now in debt again after some serious serious mental problems.
Tracy Smith says
Can I ask u Tony if they payed your garantor first and how long it took please
Kitty says
Hi BC
can I also ask how did you manage to get 10k written off!? I’m at 13+
Weeks Now and still no response other than the standard email Stating they need more time.
Thank you kitty
Sara (Debt Camel) says
These are all similar affordability complaints. It’s random when a complaint is sorted, nothing special in the complaint itself.
Carla says
Hi all I put my affordability complaint in on 11 March and they have upheld my claim I have just rang up to accept does anyone know how long it takes for funds to go in bank as I got told 15 days
Jo says
It’s varying but mine was 3 days
Carla says
Aw well fingers crossed I’ll have it soon
Heather says
I am the same my initial claim was submitted in December and rejected in March. Got email on 12th June upholding claim and my guarantor accepted refund on 16th June. Still no funds in bank or redress email, checking my inbox every 10mins is playing havoc with my anxiety and sleep. Wish it was all over.
April says
Hi everyone
I have been struggling with Amigo debt for five years and had to re top up to keep a float and then apply for other loans on months I am short,I was I debt before and had a CCJ they didn’t investigate the affordability when applying for the loans and I’m worried I won’t be successful In my complaint. but my disabilities are getting worse and it goes in hand In hand as I’m stressed I get sick and need to be off then money doesn’t come in. I have never missed a payment I was offered no support during covid when I didn’t know if I was going to get furlough or full pay. They told me not to pay and it won’t go over the original loan amount And I wasn’t willing to get my guarantor In trouble. I have paid nearly £15,000 over five years for the loans. So I have paid the £10,000 I have been loaned but I just am so low and worried how I am going to cope in future I have sent the email yesterday using the outline on this amazing forum, I’m hoping even if the interest is stopped and I pay anything outstanding, I hope you all get what you need or outcomes. It’s a very stressful/ distressing time.
I should never of done it but My circumstances I was desperate.
Fingers crossed
April says
Just had a reply asking if I’m seeking help from a doctor I. Regards to my mental health I have been diagnosed with depression but do they need evidence of my health conditions ? They said they don’t a budget spreadsheet for me and my guarantor but I can’t remember doing this but no further investigation to my finances
While I have made a complaint do I still need to make the payments ? Or can I hold payment u til I get a decision that my
Complaint is upheld ? I have paid in total £14,504 over 4 year for an initial loan of £3000 with £118 a month for 13 months then two top ups in between £375 paid for 23 months and then £395 since last August (£10,000 ) I just want to know if I should continue to pay in the mean time or hold off.
Sara (Debt Camel) says
You can tell them your doctor has diagnosed you with depression?
Unless you want them to go after your guarantor, you have to keep paying.
EXCEPTION – if your finances have been hit by coronavirus you can ask for a 3 month payment break.
April says
Thank you do you know what what be owed if I have a total of £10,000 paid out but paid the amounts above ?
£3000 with £118 a month for 13 months
top up £375 paid for 23 months £9500
and then
£395 since last August (£10,000 Top up)
Sara (Debt Camel) says
do you know how much you got in cash from each of the top-ups?
April says
Hi Sara thank you for getting back to me
£3,000 was first loan paid for 13 months
First top up paid into bank Sept 2017 £5096.09
Second top up paid Into bank August 2019 £1,406.20
Paid £395 since August
Sara (Debt Camel) says
on those figures – and guessing that you have so far made 10 monthly payments to the current loan – I make it that you have paid the following interest:
loan 1 1758
loan 2 7719
loan 3 still 6050 to pay until you have repaid what you borrowed
So if all three loans are upheld as beung unaffordable, the interest from the first two would repay the redunced balance on the last loan and you would get a refund of £3427 plus about £100 in 8% interest.
Claire says
I’ve had a loan out with Amigo for the last 8 year’s and I’ve had two
Top ups, I pay out £217 a month my outstanding balance is £5104 the interest is awful and it’s financially killing me to pay it, how do I go about seeing if I can put In a complaint as to be honest the loan should be payed of ages ago with what I’ve paid on it, i was on benefits at the time when I got the loan so shouldn’t of been given it at the time. I wasn’t in any financial place to
Do so but I was desperate.
Any help would be amazing
Thank you
Lk says
Hi Claire
Use the template on the first page of this thread, it tells you what you need to put and what to take out if it’s not relevant to your case, and send bank statements with it, which you may have to go in branch for since it being 8 years on. We have all been there. Good luck!
Sara (Debt Camel) says
If you dont have the bank statements, just send the complaint in without and then send the statements later. They really help but not worth delaying for.
Claire says
Thank you I’ll try sort it out tonight I think I have paper statements here from
Them so I can go back and look and see why I’ve payed so far.
Claire says
I have just found my first loan with them dates back to October 2014 which was for £2000 and the payments were £97 a month then topped up again in October 2014 to £5000 payments then were £197 a month and topped up again to £5500 in May 2019 resulting in repayments in £217 a month My loan would be probably be payed well of years ago from the interest alone that’s 6 years ago since I had my first loan with them I
Thought it was nearly 8, thanks.
Sara (Debt Camel) says
thats good – it’s easier to get bank statements back to 2014.
Becky says
I have just spoken to a gentleman from Amigo and he told me they are still saying end of June and to keep an eye out in spam as it often goes into there.
Rebecca says
Same namesake so I’m going with you Becky. This is actually so stressful. Trying to stay positive is impossible at the moment😭
LEE says
I’m with you both! The wait is agonising now :( I hope you get good outcomes x
rebecca says
Reading the article it seems because complaints after they committed to completing the backlog have started to build that why they’ve requested the extension. I would really like to see the FCA take a stand with the order they have been dealing with the complaints and ensure the apply chronological order at least. Its seems there are more people now waiting on refunds than there is on a decision. For such a big company everything seems so disorganized
Gemma says
I see it said 9000 plus no wonder we have a never ending wait…
Paul says
I can’t seem to get through to the complaints team at Amigo at present which concerns me on week 23 now – an agent has been looking at my complaint for 1 month now – making me ill having the whole worry off this – Amigo are terrible company
Claire says
I have just spoke with a guy from customer services, he said they have applied for an extension but may not get one, he said my complaint is still being looked at and that some cases are easier than others and said they do a small amount of work on each complaint at a time and they don’t just have one complaint to work on at a time. The guy was very pleasant but I still don’t think it really helps us with timescales he told me to ring back up on 27th if I haven’t had a final response by then and if I haven’t they can hopefully give me some more information. My complaints been in since Feb :(
K says
We’ve agreed to give you extended breathing space, until 06/07/2020, while we work with you to get the account back up to date.
This means we’ll temporarily suspend card collection methods to give you a chance to work out a payment plan which will pay off the debt (we may continue to attempt future Direct Debits, unless agreed otherwise).
If we aren’t able to come to a suitable plan, or if your review date passes with no resolution, we will need to work with you in other ways to bring your account back up to date.
If you haven’t already received, and you feel you’d benefit from some help with your finances, we’d recommend you get in touch with StepChange on 0800 138 1111, they’re a free debt charity and may be able to help you.
Should anything change in the meantime, please let us know on 01202 629161.
WHAT IS THIS ABOUT THEY OWE ME 15000 REFUND AND BECAUSE I AM NOT MAKING ANY FURTHER PAYMENTS I GET THIS?
Sara (Debt Camel) says
I think this may be the standard email they send out when they agree not to take a payment! Obviously not appropriate for you.
Dotty says
Hi there ,
If a complaint is upheld due to being “we could of done more to ask you about circumstances ” is this deemed as irresponsible lending and does the guarantor have to complain to get their refund of payments they had made towards the loan
Top up existing balance £4570.95
Top up £7500
Payout £2929.05
Borrower 25 payments 296.44
Guarantor 12 payments 296.44
Borrower complaint upheld remains balance £6594.07 cleared and decision agreed with FOS no offer of refund to guarantor I’m in process of case with FOS just been picked up by handle last week
Sara (Debt Camel) says
Hi Dotty, which lender is this?
Dotty says
Hi Sara ,
It is with amigo Loans my first complaint they had gotten it wrong and wants upheld they thought I was making complaint about the interest rate when I was actually asking for the refund of payments I had made as my.grandson told me to do so as his loan was found to be irresponsible lending he said I had made the last year of payments due to his work changing dates and he couldn’t move his payment date anymore
Sara (Debt Camel) says
OK well I would expect FOS to uphold your complaint and.refund your money
Abbie Parker says
Still awaiting redress figures after accepting Amigo offer to change mind and uphold on 4th June. Anyone else still waiting for the figures?
NAG says
I am still waiting – I accepted offer of redress on 9th June and guarantor accepted his offer too but he has yet to be paid and I haven’t had the figures yet… or been paid. No response to my emails from last week either.
Starting to worry a bit now because if they go bust then that might be it! However, surely if they’ve made you an offer they honour it…?
Stressful times for all!
Tracy Smith says
Nag have u had refund yet I accepted the same day as u well my garantor did
NAG says
Neither of us had anything yet Tracy. I’m still confused as to how they work it all out.
@Sara any ideas on this…:
Do they take the total amount of interest paid by both of us together, total it up, add 8 percent and then refund the guarantor from that OR do they just add up the interest on the payments I made and then refund the guarantor from that…?
Example with terrible made up numbers ignoring 8% interest…
loan taken £10,000. Interest £10,000. Total repaid £20,000. Guarantor paid £5000 towards it.
Is it £20,000(total paid) – £10,000 (capital) – £5000 (what guarantor paid) = £5000 refund to me.
Or…
£15,000 (what I actually paid, not my guarantor) – £10,000 (capital) – £5000 (what guarantor paid) = £0.00 refund to me!?
Big difference…
It is baking my brain! 🤔
Sara (Debt Camel) says
£20,000(total paid) – £10,000 (capital) – £5000 (what guarantor paid) = £5000 refund to me.
I think this is what will happen.
Adele says
Hey Abbie,
Yip I’ve been waiting 5 weeks now for redress, pulling my hair out, they said hopefully I will have it in 10 working days, then another 15days to process, you couldn’t make it up.
Fingers crossed for everyone waiting.
Abbie Parker says
I have just spoken to Amigo, they have said the 10 working days to send the figures is from the date you receive the email. So for example; although I accepted with FOS on 9th, I didn’t receive an email from Amigo themselves until 15th. So they class 10 working days from then, so for me they have until close of business on 29th. Which seems ridiculous and different to what I have been told until now.
He then said, once you get the email you have to ring and provide them with bank details etc for a form. They then take 10-15 days to process that and for the money to be paid out.
So basically…. by the end of July I should have the money. Seems like a long time away when I really hoped for some closure this month.
Gemma says
Adele you should’ve gone back to the fos 5 weeks is ridiculous amount of time just for a redress calculations! I’m only on the first week of waiting but that is by far out of order.
Adele says
I emailed FOC on Thurs past, still not had a reply. Think I’ve given up phoning Amigo, they just fob you off. Maybe this week will be my week.
Thanks
Abbie Parker says
Adele the whole thing including payment is meant to be done within 4 weeks. That’s what my adjudicator told me, if I have not received the money to contact her.
Please do get in touch with them x
Adele says
Still nothing, I phoned again this morning, they said before the i should have them before 29th, I have been cc any emails to FOC that I send, they’ve not answered me neither, I sent my original complain end of Nov. Losing the will folks.
Marie says
This is the response I have just received to an email I sent last week
Thank you for your email. I am sorry you feel this way.
I would like to take this opportunity to apologise on behalf of Amigo Loans and reassure you that our Complaints Department is doing the best they can to respond to all claims as soon as possible.
Please note there have been delays to ensure that we are reviewing each and every case in the full interests of our customers, accurately and fairly. Due to what I explained, I’m currently unable to provide any timescale as to when our final response will be issued.
Your DSAR have been compiled and you should receive it soon, if you haven’t yet.
Once again, thank you for your
understanding.
I made my complaint on 30/01/20 and made a SAR 6 weeks ago, I am yet to receive a final response or my DSAR. This email does not fill me with any confidence that I will receive a response before the end of the week.
Sarah says
Hey if my gaurentore aa rejected gettint a refund what will happen to the balance would that pay my balance and anything left roll over to me
Sara (Debt Camel) says
sorry can I check, you complained, then Amigo offered your guarantor a refund but they have said No?
how much did your guarantor pay?
Karen says
Another day continually checking emails and nothing!! Have a bad feeling i won’t get an outcome by Friday just wish i knew either way 😭
Rebecca says
I feel your pain it’s such a let down each day….I’ve sent an email to the FCA asking what an extension could mean etc. If I hear anything I’ll let post it here. Cry face emoji pretty much sums things up.
Karen says
Thanks Rebecca it’s nice to know I’m not alone though i hope we hear something soon!! I spoke to someone at complaints team today and he had said my complaint had been looked at but no decision yet i don’t know how they do things but if it had been looked at surely they could make a decision just think they tell you anything to slow things down it’s so frustrating x
STACI says
HI KAREN ,
EXACT THE SAME . I HAVE STOPPED CONTACTING THEM NOW AS I REALLY DONT SEE THE POINT
I ALSO HAVE A FEELING EVEN THOUGH I SENT IT IN JANUARY THAT THEY SEEM TO BE GOING TO RECENT ONES FIRST NOT PEOPLE WHO HAD THEM IN 6 MONTHS + ITS RIDICULOUS.
VERY DISAPPOINTING IN HOW PEOPLE ARE BEING TREAT WITH REGARDS TO THIS.
Karen says
I know Staci it’s very disheartening when you hear someone getting their claim upheld at 7/8 weeks though your happy for them it does get you down!! They don’t seem to have any system to what order they are sorting them but definitely seems to be newer complaints a lot of the time x
Sara (Debt Camel) says
I am hoping this is just because there are so many newer complaints.
Claire says
I’m in the same boat, started my complaint June last year, waited 8weeks got a disk I couldn’t listen too ..sent to fos! No dissision till april just gone, adjudicator argreed I was mis-sold! Nothing but excuses now on waiting list for financial ombusman…that’s the short story!! Literally unbearable!!! I’ve given up ringing and emailing now. For months I was told itll be dealt with by the end of the month then this week I’m told I’ll have to wait for financial ombusman to make their dissision!!! Honestly I do understand the holdup with covid but now I just think it unacceptable!! OVER A YEAR!! and the end in jorveven in sight.
I understand why people give up!
Staci says
Maybes put in a new one as it seems as though if its newer its more important. Just makes no sense to me even a more complex case surely they should work date order then clear the newer back log. I could cry so i dont know how u must feel. Everyone just wants answers now and it seems as their postponing it now for alot of us
Im worried. I know for sure i was in a bad situation at the time even looking at my case myself i would of looked and turned me down it was that bad
Sara (Debt Camel) says
NO don’t think of putting a new complaint in.
David says
I got 4p in the pound with 2 payday lenders. It looking now some on here are lucky to be paid in full with Amigo. I’m resigned to another 4p in the pound as this is only going one way. Let’s hope I’m wrong
Car says
On a serious note why are we waiting 14 day for a refund this ain’t right
Sara (Debt Camel) says
I’m sorry this is all soooo stressful.
We now know (https://www.londonstockexchange.com/news-article/AMGO/update-on-complaints/14585525) that Amigo had 9000 complaints in before the start of May.
That’s a lot. And they have had a lot more since the start of May.
But they still have a lot of money in the bank, more than enough to settle these complaints. And the FCA and their auditors are presumably happy they don’t have solvency problems, or they couldn’t continue to trade.
So at the moment my best guess is that all these complaints will be settled, even if it takes a bit longer.
McMum says
Hi,
I emailed for an update on the progress of the complaint I sent to Amigo on the 20th of JANUARY!
Here’s some snippets of the email they sent back:
“normally 8 weeks is more than adequate time for us to fully investigate and respond to a complaint, however, we are currently experiencing unprecedented complaint volumes”
“To reassure you, it’s nothing specific to your complaint that’s causing the delay, it’s simply down to the volume of complaints and obviously we work through these chronologically as this is the only fair way to do it. We still have a number of complaints which pre-date yours which are under investigation.”
McMum says
I’ve just had ANOTHER email regarding my complaint from January:
“Following the further extension we requested 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, unfortunately we do not have a time frame for this. ”
So, in other words, it hasn’t yet been looked at and they can’t tell me when it will be…
Stevan says
Not hearing of any payments being made today or not seen anyone claiming to have.
Are they only paying out on Fridays do you think?
Jo says
It does seem like it may be a block payment date! Loads of us got paid Friday with diff waiting times! I accepted the offer on the Tuesday but got my money friday! Very lucky I think with my whole claim! It also went in at teatime
NAG says
Nikki earlier said she ran them and paid today? May be worth a phonecall as she seemed to have a callback from the finance department?
Kelly says
Hi All,
Just a quick one I put my complaint in with Amigo back on the 10th of March and have had the usual responses that everyone has had delaying the outcome and am yet to receive a decision however today they sent me every bit of correspondence and information that they have from me via Egress. I still have no response to my complaint in there and was wondering if they had sent this to anyone else? Thanks :)
PM says
Hi Kelly, I got my information via egress (about 8 weeks ago) after I couldn’t access it via the CD that they posted to me. Unfortunately this doesn’t include a final response and I’m also still waiting for a decision (currently on week 17).
B says
I’ve got my data SAR request via Egress and day after they sent me final response.
Kelly says
Thanks hopefully I should hear something very soon then
Kelly says
Spoken with someone at the complaints team at Amigo and all they can advise is that due to how long my complaint has been ongoing I should have a response by the end of June in line with their FCA agreement so now we wait (again 🤣) 🤞
Ask says
How do they have a backlog of 9000 when they have only been reporting a few hundred every quarter in results? Surely they mean they are reassessing every complaint ever received when means this is a backlog? Or is there a likelihood that it is a typo and should read 900?
Sara (Debt Camel) says
I think some Claims Companies have sent in thousands this year.
R sinclair says
I got my offer of redress yesterday!!! Been battling this since February 28th!! Total ammount I’ve paid is 20,110.68!! For 9750 loan. Can somebody tell me how much I’m due get back? Would it be 20110.68-9750= 10,360.58 + 8%? (11188)
Also there telling me theres a 20% basic rate tax deduction on the redress? Can they do that? Can I akso claim that back as I’ve already been taxed on that money before I paid it. So 11188-20%=8951?
Thanks in advance
Sara (Debt Camel) says
you only had one loan? Has it been settled, if so when? what were your monthly payments?
R sinclair says
I had three loans in total.
November 2016 £4000 £158 monthly
April 2017 £6000 £237 monthly
July 2018 £9750 £385 monthly
Never missed any payments. Payments total since november 2016 £11,511 to February 2016.
Paid it off in a lump sum of £8600 February 2020. So tatal I’ve paid them is £20,110.
Sara (Debt Camel) says
can you say for each loan how many monthly payments you made?
and for loans 2 & 3 how much cash you received?
Car says
amount will be 8%percent per year so I think yours is a 3 years by the looks on what you paid so 32% is £13675 and they only take 20% off of the 8% interest part not the other funds so they wont tax your other amount only 8% and if the garentor paid any funds you wont get that and it be given to them of what ever they paid towards it
R Sinclair says
Thanks for clearing that up.
My guarantor made the final £8600 payment, they received a letter yesterday offering them £8600+8% interest (167-20%=134)
£8734 total
Does that mean I’d get 8% interest per annum on the 11500 I’ve paid in since November 2016, or just 8% interest per annum on the overpayment of £11500-£9750= £1750
If my guarantor chooses not to take the refund it gets paid towards my capital.
So therefor £11500+£8600=£20100
£20100-£9750=£10300
So then £10,300 would then be my over payment and I’d get 8% interest per annum on that instead?
Correct me if im wrong thanks again for your help
Sara (Debt Camel) says
I don’t think Car’s 8% calculation is at all accurate.
Are you on good terms with your guarantor?
R Sinclair says
@Sara
Monthly payments
I made 19 payments of £385.37=£7318.23
I made 15 payments of £237.15= £3557.25
I made 4 payments of £158.10= £632.40
Total paid = £11,507.88
I’m not sure how much I received as these were top ups. My guarentour paid off the balance of £8600 in February.
So in total I’ve paid them £20107.88
Im on great terms with my guarantor
Sara (Debt Camel) says
I need to know how much you received in cash (or how much was used to settle the previous loan). Can you look at the loan accounts? or your bank statements?
R Sinclair says
For the £6000 top up I received £2087
For the £9750 top up I received £4158
Sara (Debt Camel) says
On those numbers, I estimate you have paid the following interest:
loan 1 545.4
loan 2 3149.25
loan 3 6172.03
So that is a total of about £9867
There will be very little 8% interest because of the way Amigo calculate this as it was settled recently. At a guess about £400, less 20% of the 400, not of the full refund.
R sinclair says
They say they pay the interest on overpayment. So surely if I’ve paid 20107 to date and I take away the original 9750 loan I’ve overpaid by 10,357? It’ll be interstong to see what they come back with.
Do you recommend that my guarentour takes the offer they’ve gave or should we not and just put it towards the ammount I’ve paid as a whole?
Thanks in advance for the information
Sara (Debt Camel) says
“So surely if I’ve paid 20107 to date and I take away the original 9750 loan”
but that calculation doesn’t take any account of what you borrowed on the previous loans.
You will get slightly more between the two of you if your guarantor takes what has been offered.
R Sinclair says
Im on great terms with my guarentour, so the option of her not taking the money is not a problem.
Bethony says
Please can People give
Me the telephone number to call them about my complaint
Rebecca says
I would like this to as all I’m getting is an automated response system when I call
Matt Smith says
01202 835170 that direct complaints number. I wouldnt expect much tho when calling.
Gemma says
01202 835170
Rebecca says
Thanks both called and spoke to Ben, he says my complaint is being investigated and I still should hear before the end of the month. The extension he explained is really to get back on track with any newer complaints that have now surpassed 8 weeks while trying to clear the backlog….hopefully this is true for anyone still waiting
Dan says
Hi Sara just wondering if u could help me first loan £3000 made 3 payments of 118.57
Top up £4250 cash recieved £1200 I have paid 11 payments of £167.98 I was wondering what the balance would be if my complaint gets uphold thanks
Sara (Debt Camel) says
on those figures I make the interest paid:
loan 1 404
loan 2 still 2413 to pay
So the like balance left would be £2009
Tracy says
There not doing there job properly they said 1l0 days there leaving people in limbo as they use faster payments don’t take over 10 days absolute rubbish
Jt says
Hi mines is with the FOS, amigo never responded to investigator, so put in the que for the ombudsman, investigator maybe thinks amigo will respond before it gets to ombudsman, or are amigo just letting it go to the ombudsman as they said they are awaiting a final response, seeing mixed messages everywhere, just hope they do come back by the end of the month and answer the investigator.
Matt Smith says
Got to admit am getting alittle nervy on this now. Share price has tanked, £35m set aside for this is no where near enough, asking for extensions. I thinks its partly with me getting this far (awaiting offers) with both Payday UK & QuickQuid when both went into administration. Happy some people are getting paid but frustrating when these people have only submitted a complaint in Jan/Feb and mine & others submitted ours in Sept/Oct yet still dont have a redress figures.
Annemarie says
Just read an article from yesterdays Financial Times about the surge of complaints.
In it they have said they won’t be realising their full year report until 23rd July instead of the end of June.
I reckon they will extend till mid July to deal will backlog. Any thoughts?
Sara (Debt Camel) says
The article was based on this Amigo announcement yesterday: https://polaris.brighterir.com/public/amigo_loans/news/rns/story/wkvkeyr
There are two different things going on here.
a) Amigo’s annual report. This is for the year to end March 2020. All the numbers for that financial year are known, but a report often says something about events after the end of the financial year and there will be a provision in the accounts for future complaint costs. The auditors will need to feel comfortable that those figures are accurate.
b) the “extension” refers to an agreement with the FCA to resolve a lot of complaints quickly.
There is no direct link between these. The FCA could allow them an extra week or an extra 6 months but they will still want their annual report out asap.
L says
Hi all
Can anyone confirm what happens if your guarantor doesnt accept the redress? Or if they request it to go into the borrowers (your) account?
Thanks in advance
James says
Hello does anyone know how long after the guarantor has accepted the refund do the figures take to get sent out and is it by email or letter?
Nath says
Hi mate amigo told me that it can take upto ten days to process refund for guarantor then once that’s done expect the redress figure within 5 days
Tracy says
My garantor hasn’t recieved her redress its been ten days i think there talking rubbish
DC says
Hi Sara, I have been following this page since January and i’d like to thank you for everything you have done. I am still awaiting to hear from Amigo but wondering if you or anyone else can help on what i would be looking at roughly if i was to get a refund + 8%
original loan in Nov 2016 – £2250
x8 payments of £109
top up – £4000
Payout – 1964
x3 payments of 195
top up – 5000
payout – 1086
x4 payments of 197
top up – 6250
payout – 1367
x9 payments of 247
top up – 7250
pay out – 1252
x5 payments of 286
I then cleared the balance and paid 7178 as i got a loan in a family members name as i was left with near enough 0 each month and consolidated my debts
Sara (Debt Camel) says
when was the last loan settled?
DC says
In may 2019 :)
Sara (Debt Camel) says
Thanks (and very neatly laid out!)
I estimate the interest paid on the loans as
loan 1 658
loan 2 499
loan 3 671
loan 4 1971
loan 5 1358
So if they are all refined you would get a total refund of £5157 and 8% interest would be one years worth so about £400 less 20% tax on the 400 part.
DC says
Brill thanks Sara! Appreciate all the help!
Fingers crossed for me and everyone else who’s waiting
R says
Hi all
Not posted on here regarding my claim. I sent a complaint to amigo on 24th Feb. Got an email today upholding my complaint (week 17). They said they “cannot be completely confident the loan was affordable”. Also they said they will send me a letter no later than 5 working days after July 7th with details of interest paid & refund offered. Don’t know if that applies to all? Any way – hope more people get good news this week and the money starts coming back. Sara – what an amazing website- you’ve helped so many people – will be making a donation to local CAB for sure. Can you help me with what I may be due please so I know what to expect when I get the offer please? I originally took out £2750 in Oct 2013 – paying £134 over 36 months but topped up to £5000 in July 2014- this was paid off in Oct 2017.
I currently now have £1250 loan with them paying £60 a month which started in May 2019.
Good luck everybody!
Thanks again so so much Sara
R
Sara (Debt Camel) says
can you say for loan 1 how many monthly payments you made?
for loan2 (the top-up) how much you received in cash? how many monthly payments did you make and how large? and did you settle this?
for loan3 (current loan) how many payments have you made so far?
R says
I think I made 8 payments on Loan 1 until
I topped up – then loan 2 I don’t recall how much cash I received – I assume around £3500..
for that 2nd loan I made 38 payments of & £197 I think before paying it off in Oct 2017 For £3185..
I’ve since made 11 payments of £60 towards my £1250 loan which is down to be 36 months in total. Thank you so so much again Sara
Sara (Debt Camel) says
I’m sorry but I need to know how much cash you received on the top-ups
R says
Had a look back through –
Loan 1 taken on Oct 2013 for £2750
(£134.17 a month for 36months)
In July 2015 I paid this off & topped up to a £5000 loan in July 2014.
The amount I received was £2620.53.
(£197.62 for 60months)
Paid off in Oct 2017 for £3185
Then loan 3 was £1250 taken separately in May 2019 – £60.99 for 36 months – and I’ve currently paid 11 months.
Thank you very much for your help.
R
Sara (Debt Camel) says
Sorry I didn’t spot your reply.
On those figures (and you have said “I think” a couple of times so you don’t sound quite certain about them…) I make it you have paid the following interest:
loan 1 702
loan 2 5671
loan 3 still 480 to pay before you have repaid what you borrowed so no interest paid so far.
If all 3 loans are refunded, the interst from the first two would be used to clear the balance of 480 and you would get a refund of c. £5893. Plus over £1000 in added 8% interest.
BUT there must be a reasonable chance that Amigo will say the last loan is affordable – it was smaller and the monthly repayments were much smaller than the previous two. I am not sure how Amigo would do the calulcation there, Come back and talk about it if that happens?
total 5893
R says
Thank you so much Sara – that’s really helpful to know exactly what to expect them to offer. In the response they sent me it said that the interest would be refunded on all loans in the appendices at the bottom & the third loan was listed so fingers crossed.
Once again – a huge thank you for running this site. It’s having an incredible effect on people’s lives.
Dara says
Hi all,
Payment received yesterday, over £3k refunded. Complaint lodged October, rejected in January, then reversed and upheld in June.
Worth noting that I overpaid the loan regularly! One month I knocked £1000 off, this had no bearing on the affordability complaint.
It took about 15 working days to get the payment after accepting and providing bank details.
Shout out to Emma at customer services, she has been absolutely brilliant. She was very clear at communicating the delays in payment.
Thanks Sara!
Maria says
Hi all,
Just spoke to a very polite person at Amigo he said sorry but he could not give me an update yet as the email had not been approved!! once l receive the email l need to call and either accept or decline the redress but he said as of yet he did not have anything more he could update me on. In my mind l’m paying things off settling loans and debts but still very scared it might be a big No from them. l called the complaints number direct if anyone needs it 01202 835170
rebecca says
This defo sounds like progress when I called I was told end of the month….I have the same fears Maria but I think I’m thinking the worst so I dont get disappointed….fingers crossed you get some good news asap
Lou says
I accepted my redress on 16th June to be told 10-15 day for settlement and refund due 3 days after that.
Wish would hurry up.
Been nothing but chew, glad to see the back of them
NAG says
Does anyone know how they work out the final figure if your guarantor made payments?
It is confusing me… Can anyone help?
Loan 1 – £3000 at £185.45 p/m for 24 months in Dec 2011.
Top-up – £5000 at £197.62 p/m for 60 months in Jan 2012. £1847.92 went towards loan 1 and I received 3152.08.
My guarantor made 6 payments to loan 1 (I think… It may have been 5 or 7… Still waiting on SAR) and 4 payments to loan 2.
Guarantor said he has been offered £2500 (assume that is approximate as he sent me a text) but I can’t see how they got that figure and now despite using my best spreadsheet skills and all of the great info on this site, I can’t figure out what I am expecting when the 8% interest is included.
Any help appreciated… Thank you so much for the site Sara, fantastic.
Sara (Debt Camel) says
8 or 9 payments could have come to that amount?
Steve says
Has anyone had their complaint rejected recently? I’m very anxious about it as I don’t feel any different to anyone else. Have of course passed on to FOS
Sara (Debt Camel) says
Here is one person who had not an outright rejection but a very strange, poor offer: https://debtcamel.co.uk/how-to-complain-guarantor-loan/comment-page-40/#comment-371930
elektra says
Hi all, this is what I received on 17th June – haven’t had any figures sent out to me yet.
I had taken the loan on 30th May 2013 (£5500), paid per month £268.4 and fully paid it off – last payment was in November 2016. I sent my complaint on 3rd March 2020, SAR received on CD.
“In particular we note, for example, that there were a number of apparent inconsistencies in the information you provided.Accordingly, Amigo is prepared to offer you redress in respect of the loan agreement shown in the appendix. The redress provided will consist of:
The removal of all interest charges under the loan agreement;
A refund of any payments you may have made in excess of the capital amount of the loan agreement, along with 8% simple interest; and
The removal of any adverse information from your credit file in respect of the loan agreement.
We will send you a separate letter detailing the breakdown of your redress amount and confirm any outstanding balance or refund amount no later than five working days after 1 July.
If a balance remains due under the loan agreement, we will use any redress amount to reduce the balance due. If this pays the full balance, you will no longer owe money under the loan agreement and may also be entitled to a cash refund. If you are due a cash refund simple interest of 8% will be included within this offer to compensate you for not having access to this money up until the date of settlement.”
elektra says
by the way Thank You Sara!I couldn’t have done it without the advice from this page!
Nick says
Hi
I submitted my complaint on the 18th and requested a DSAR.
Amigo have got back to me in writing to say DSAR will take 30 days and the complaints team with be in contact within 3-5 working days regarding complaint?
Is them getting in contact within 3-5 working days just to inform me they will be in contact within 8 week period?
Sophie Williams says
Hi Sara
This site has been an absolute god send to me I thank thank you so much – please could you help me with the figures of
my refund please – sit tight rather a complicated one.
Loan 1 – £5000
23 payments of £197.62
1 payment of £199.00
1 payment of £190.00
1 payment of £20.00
Loan 2 – topped up to £5500 paid out £600
2 payments of £197.62
2 payments of £217.39
1 payment of £20.00
Loan 3 Topped up to £7500 Paid out £1852.67 ( gets complicated now)
42 payments of £50
7 payments of £ 74.11
3 payments of £ 96.17
2 payment of £100
1 payment of £296.44
1 payment of £273.44
1 payment of £2600
1 payment of £33.00
1 payment of £146.44
1 payment of £150.00
1 payment of £200.00
1 payment of £2500.00
1 payment of £4940.00 to settle my account
I’d really appreciate it if you could help me work out a refund figure I have no idea where to start but feel I’ve spent every single penny I’ve ever had on this loan worst idea I’ve ever had!
Many thanks I also made all payment with out guarantor
Sara (Debt Camel) says
I have approximated some numbers by squinting at them so this is only a guess, but it looks as though you have paid something like the following interest:
loan 1 4825
loan 2 1016
loan 3 1804
So that is a total of £7645
Danny West says
I’m so happy to hear everyone is getting refunds. However share the same concerns as people like me that have been waiting since last year for the complaint to be resolved. Raised to FOS and they didn’t respond. Would be unfair for them to get an extension since if we miss one payment all hell breaks lose!
NeverAgain! says
I have been reading these comments with interest. I submitted my claim first week in May and wasn’t honestly expecting a prompt reply but I see people getting replies and settlements a lot earlier than some who have had claims in for months. What’s the earliest anyone has ever been successful and us there any rhyme or reason as to how Amigo are handling these complaints?
K says
I put my complaint in with Amigo 16 Feb and received my SAR just before lockdown. Emailed complaint to FOS in week 10. Now on week 18 heard from FOS who said they’ve been I touch with Amigo and I should have a response from them within 8 weeks. 7 more weeks to go then :-( So much for the FCA clamping down if they are willing to give them an extension.