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
Car says
Hi all complaint put in March received email upholding complaint 9th of June
About 16 weeks waiting for email payout to bank dead on 10th day of saying refunded will be.
Nicole says
Hi Sara
I complained about my current loan with amigo took out £4000 in November 2018.
Although I had took out a loan in 2016 and then also have a top up a few months later but I never complained about these. Will they consider all loans or just the one I mentioned in my complaint?
Sara (Debt Camel) says
I don’t know, but send them an email saying you want all your 3 loans to be considered for a refund as they were all unaffordable [assuming you think they were?].
Charlotte says
Hello,
Would you please be able to help me. Amigo Loans have accepted that I was missold a loan, but in their response to me have included this:
‘Your guarantor, has made payments towards the loan agreements. We have now removed your guarantor’s liability for the loan and have contacted them to ask whether they would like a refund of the payments they made towards your loan agreements. If your guarantor accepts the refund, your balance will be updated accordingly, and you will be liable for this amount. If your guarantor does not respond within 14 days, we will assume that they do not wish to accept our refund offer and their payments will remain credited to the loan agreements.’
What does this mean? Are the considering refunding all payments made by my guarantor and instead make me liable to paying them?
My guarantor paid off the loan in full. If they refunded this payment it would surely put me in a worse position wouldn’t it?
Thanks,
Charlotte
Car says
So example for you Charlotte say you had a loan of £5000 for 2 years and the total paid to the account £7500 but the gaurentor paid £6000 he will be refunded this plus interest but you paid towards it £1500 toward the loan meaning only £1500 will be taken of the loan leaving you with a balance of £3500 to pay yes if your not on good terms with gaurentor and the accept then it will put you back in debt if you agreed with your gaurentor for then to get refund but give you some but it really depends if on how much the gaurentor paid if he say paid they whole lone of and your on good terms he give you the money to clear the debt and you split the the money left over if your bot on good terms then it’s a civil matter with the courts to get some money back from them and also if he declines then your redress will be cancalted on the payment you paid only.
If you know how long you had it how much you paid and garentor give me figures I work it out for you. Your not liable for example for the whole balance of what the gaurentor paid for a start it just be what left after they take your payment away same boat so I know how it has worked out shall I say
Kay says
Hi there,
I have had 2 loans with Guarantor my loan and they have rejected both. So now it has to go to the actual Ombudsman. Does anybody know how long it takes for them to look at your case?
rebecca says
Sorry to hear this Kay, I think anyone still waiting are concerned this will be the case for them. Do you mind me asking when you submitted your claim and when it was rejected?
Thank you
Kay says
Hi Rebecca,
My complaint was rejected 15th May and that is the same day that I sent it to the Ombudsman. I know that there is possibly a backlog, but just wanted to know if anyone knew how long it would be.
Rebecca says
Sara’s probably best to comment but in pretty sure the FCA only got involved with the complaints process on 27th May so hopefully urs will get overturned by FOS. I know Sara had previously mentioned that she thought the FOS would be quicker as Amigo clear their backlog. Good luck hopefully you dont have to wait too long and will get some good news 🤞
Sara (Debt Camel) says
GML is a tiny lender so there is little info here on complaints about them.
But the Ombudsman team that deals with guarantor loans is currently not working (I think!) on any Amigo cases as Amigo are reviewing them all and settling most of them. So I hope cases from other guarantor lenders will go through faster than they were a few months ago.
Andrea says
I’ve been waiting 16 weeks for them to look at my TFS that they rejected – so far it’s not been looked at. Hopefully if Amigo clear their backlog the FOS might pick things up quicker.
Nicola says
I just put in my compliant last week with Amigo- I took out my first loan for just under £3k in 2018- after a few top ups- the last one being a year ago- I topped up to £10k. I’ve been paying for a year and actually owe them £10.5k now.
I recurved an email a few days ago to say they would be in touch in-3 days- I’m assuming this is the questionnaire?
I have also just noticed on my amigo statement I have been charged £353.00 interest in May for not making a payment even though I have an agreement for a 3 month breathing space ending in July 1. Which is not 3 months as it started in MAY. I’m fuming!
Sara (Debt Camel) says
I am not sure Amigo are sending out the questionnaire any more – no-one has mentioned it for a while. The “in touch” may be an uninteresting email about how they progress complaints.
It is correct that you are still charged interest while you are in a breathing space. See https://debtcamel.co.uk/coronavirus-more-help-debts/.
The FCA is now proposing that people with guarantor loans will be able to get an extra 3 months breathing space if their finances are still affected by coronavirus. This isn’t definite yet but it is very likely in the next few days.
Nicola says
Ok great thanks for info and your help. Fingers crossed for the extra breathing space.
Brandon says
I’m still confused regarding all of this my guarantor hasn’t had any correspondence bar from they investigated her complaint over interest amount and not over her wanting a refund of the payments she had made I spoken to FOS case handler couple of days ago and she said she is looking into it still due to them not actually investigating the claim for refund of her payments and put it down as a complaint of the overall interest rate any body know how long from a case handler looking at the complaint into actually decision
Sara (Debt Camel) says
I am sorry but you/your guarantor have an odd and complicated case and no-one else’s timescales are going to be at all relevant to you.
staci says
Hi i feel like i am just not getting an answer now so i literally give up
Rang yesterday again and just tried to pressure me into making an offer of repayment which i already done and they refused
they said at this point looking at my guarantor then if not legal action i said well it will have to go that far then as we both cant pay
funny how they find time to do this but not look at my complaint which is been in since january.
lost cause i feel like i am getting no where
complaints department also couldnt give me any update -didnt even sound as if mine was being looked at. i really could cry as thought this was goign to be over this week.
funny how they are looking at cases which are newer – makes no sense.
Sara (Debt Camel) says
is this Amigo or George Banco? I think you have conmplaints in with FOS about both?
staci says
amigo this is with – yes i have complaint in with fos as well – sent them everything over but i believe they have a massive amount of complaints in so have said will be one of the first ones they look at but that could also be a wait.
Sara (Debt Camel) says
” i said well it will have to go that far then as we both cant pay”
That is the voice of common sense. You don’t have the money, they can’t have it. Also no-one has seen Amigo start court action in this sort of situation, these feel like empty – if unpleasant – threats.
This isn’t a lost cause, you just need to ride out the complaints process. You would be in the same positon if you hadn’t complained.
Lk says
Can anybody confirm what happens if your guarantor doesn’t respond to the refund offer or declines it and says to pay it to the borrower?
Chris says
Hi Sara,
Amigo responded yesterday to my complaint i raised in February 2020, requesting loan details as they could not find my 2012 loan with them. Luckily i managed to salvage an old application letter from 2012 but it just gave the basic details, amount (£3,250), term (36 months), APR (49.9%), and loan agreement number. I sent it all to Amigo yesterday, and at 8.01am today I recieved a final response rejecting my complaint.
What concerns me is that they have admitted in their final response that they have very limited information on their systems of historic loans like this. They have literally copied word for word the details of my loan that I have provided to them yesterday, and said based on this limited information they believe a correct lending decision would have been reached. They have said they would reconsider the complaint if I could provide more information. I banked with First Direct at the time but that account was closed in 2015, around the same time i redeemed the Amigo loan, but cannot find any old statements (a lesson for me here). At the time of application I was on a DMP with payplan (closed in 2015) and gambling heavy. Thankfully that was 8 years ago now.
Is there anything I can do with this without bank statements? They have said they would consider any new information i can provide.
Thank you
Sara (Debt Camel) says
You may still be able to get bank statements from FD for 2014 & 2-15 – ask for these NOW.
You can presumably produce something 9email?) about your {DMP ending?
I suggest you reply that you were on a Payplan DMP at the time of the application and gambling heavily. And that if they do not change their decision you will be sending your complaint to the ombudsman.
Claire H says
Hey I was with payplan which finished in 2014, I called them and asked them to send me an email with the date it started the amount I owed and the date it finished and they sent one through pretty quick, give them a call they are really helpful
Emma says
In floods of tears. My redress has just gone into my account. About 3 weeks from accepting.
Just under £4k. I am speechless. I was getting nowhere and ended up ringing on Friday where the lovely Nadia took on my complaint because it had been an absolute mess. Its over! Finally over!!!
Stevan says
How long did you wait for refund?
I accepted 8 days ago and still nothing..
Stevan says
Rang them and now told 15 days from acceptance and not the 10 claimed in my first call with them to accept. They are proper flakey if you ask if you’re to be paid before the 15 day and if you don’t just call back up. really! starting to lose patience with them.
Tom says
Bit of an update for those left in awe at the moment like me, I accepted their “we revised your complaint and are now upholding all your loans” email on the 15th of June.
They have advised the figures will be with me by the 29th apparently, we shall see!
Anon says
I’ve just had an email saying some complaints more complex and no one has looked into my complaint yet… (generic response as have had it before)
Sent on 23rd March… by the email received just it seems unlikely they will all be looked at by Friday!
Staci says
I have had the same email about 10 times
Dont know whats the hold up to take 6 months to read through someones credit reports and checks they done
So annoying
Surely new complaints should be giving an extension but not ones before march
Rebecca says
Hi both, I called yesterday and was told the extension would be for newer complaints that have lapsed while clearing the backlog first agreed. I really hope this is true and that anyone still waiting for an update will get a decision before month end. I’ll be calling again on 30th June if I havent heard anything. The direct claims line number are actually good to deal with they cant give you an update on when you will have a decision but thet were able to tell me that my complaint was being investigated at least. I’ll be waiting 17 weeks on Friday 😭 it’s so flipping stressful waiting
PM says
I had the same a few days ago so I rang them as they’d previously committed to a response by 26th on 3 separate occasions. They told me that my complaint hadn’t been looked at yet and it was unlikely I would have a response by the end of the month. I explained that I’m on week 17 now and she said that they could no longer give me a timescale for when this would be looked at. It’s also been with FOS since the 8 week mark and I’ve heard nothing yet. Given up chasing now, just going to wait it out.
Anon says
Yes I sent mine to FOS at week 8 also and not heard anything but I believe that is because they are holding back on amigo complaints as they said they would be resolved by the end of june. We shall see
staci says
Yeah it doesnt look hopeful they are going to clear all this backlog now before march even before tmmorrow but will again check my emails 100000000 times today and then .
Totally agree though ones before March should be done first and should be cleared already not our faults there has been a massive influx since then – maybes they should have thought about this before handing out as quick
Scott McIntosh says
I have just called Amigo as my complaint is now at week 12 and I have had no acknowledgment from FCA who I escalated the complaint to 4 weeks ago
Was told that they will not be able to meet original June 26th deadline and that they are waiting to hear back from FCA on whether a 4 week extension can be agreed upon
The other info I received was that they are dealing with singular cases first of all then ones that deal with top ups as these require further investigation
I hope this info helps some of you who are in a similar position
Sara (Debt Camel) says
The other info I received was that they are dealing with singular cases first of all then ones that deal with top ups as these require further investigation
Lots of people have been getting resolutions of cases with top-ups. That doesn’t sound right.
Scott McIntosh says
I think the front line agents are just pulling things out of their backside unfortunately. Can’t say I will be phoning again as I did not get much value out of it. Will just be a case of waiting a few more weeks I reckon
Simon says
My case is with FOS and has been since 2nd March. I had 16 loans including top ups and 3 settled by my guarantor with money I paid him back.
The Ombudsman agreed to move mine along 2 weeks ago due to affordability but still heard nothing.
I guess as my first loan was when they were FLM that mine will be slightly more complicated due to the amount of loans.
Seeing people refunded like they are makes me anxious that historic cases are forgotten about.
Claire H says
I only took out 1 loan with Amigo no top ups and I’ve been waiting for a response since January, I dont think that’s very true what they have told you
Lisa b says
Hi has anyone had much luck with TrustTwo? Nearly at 8 weeks and haven’t even had any sort of response other than a generic email saying they had received it. I’ve sent 2 further emails to see if they got my complaint and nada. Everyone seems to be amigo on here just wondering if anyone was in the same boat.
Simon says
Trust two are horrendous. I have had mine upheld by FOS with George Banco and they just dont take any notice of timescales.
Lisa b says
Ergh great! Thanks for replying
did you ring them before you sent it to FOS?
Curly says
Called and accepted my first and final offer of redress on Friday (19th)
Will update as soon as it hits my bank, was told when I called to accept, it would take upto 10 to 15 working days, fingers crossed
Emma says
Finally recieved my SAR request on week 11 of my complaint , only problem is the link they sent me wont allow me to accsess it without an ID , they me the password via text , I called them up yesterday for the man gave me a code to enter in and this still doesn’t work and requires and email , I entered my email address but still nothing , I am no further forward with my complaint either and heard nothing apart from the automated responses, so frustrating ! It’s some hope tho hearing that people on here are having theres upheld x
Kelly says
I had the same problem. You need to make an account and your user name will be your email address then use the password that they sent as your password (I hope that make sense). Then you should see the SAR however you can only view the details on a laptop/computer not a mobile or tablet. Why they send it this way I have no idea they just make thinks so difficult.
Claire says
I had an email today to say That they have raised a complaint on my behalf their Customer Relations Team will be in touch within 3 – 5 working days. So what normally happens now?
Tracy Smith says
Fuming just been told me and my garantor have to wait 35 day she excepted her refund on the 9th June they have lied and lied saying 10 day I will get refund today to now say we get the refunds together it’s rubbish is anyone heard of this
NAG says
They actually said 35 days Tracy? That is ridiculous. My guarantor accepted 9th June and still hasn’t received anything… They won’t send my redress figure to me until they’ve paid him either. So after waiting for him to get paid it sounds like I’ll have to wait even longer still before I see anything.
There must be something that can be done because I can’t believe it’s taking so long, even with the number of complaints!
Tracy Smith says
There saying we get it together now load of rubbish fobbing us off the grantor supposed to get the money first I thought
Tracy Smith says
Im updating everyone after me and my garantor have had lie after lie from amgio complaints department. Can anyone clear this up for me does the garantor get the refund first then your firgures come to u we was told that on many emails and be 10days for refund now some man at amgio is telling us 14 days after she excepted then 5 days for me to get figures then 14 day for us both to get redress we are fuming what a company anyone in same boat or could give me some legal advice on this please .
Nath says
Yes guarantor should get refund first time you should get your figures then you accept an get paid . That’s what I’m lead to believe by this site and speaking with amigo.
Also I was told 10 days for guarantor refund to be processed an paid.
Then you’ll receive your figures withing 5 days of that.
I can’t actually say this has happened as im still waiting as GT only accepted a week ago
Tracy Smith says
Sara my garantor was told by today then rung up to be told upto 35 day it’s not right
Sara (Debt Camel) says
well it’s not good certainly. Hopefully it will be paid long before that.
Stevan says
I rang them today and have now been told upto 15 days money to be paid to me. Was originally told within 10 days.
It’s just me making a claim and my GT didn’t have to make any payments but the guy I spoke to was flakey as hell and couldn’t give a definitive answer to why some people are getting paid sooner than other. He couldn’t give me any explanation other than to ring back in 8 days if I haven’t received my money. I asked him does he have my confirmation on file, to which he said when did I ring? It ll reeks of delaying tactics and to fob off as many as possible. probably all on bonuses to fob us off.
Alex says
IMO this has something to do with them releasing their figures on the 23rd July, I believe they want to keep as much cash in the bank until after that so the stock market price doesn’t crash any further. Criminal really.
18 weeks and counting yet a friend got their claim paid out after 7 weeks and in their bank on the Friday after agreeing on the Tuesday.
Was a redress of 2,500. Where as mine could be 15k + if agreed.
Andy B says
Some of us are at 20+ weeks and still haven’t heard a word about our complaints and even a response feels a long way off.
The money is a current liability, withholding for the figures IMHO means naught, it’s been very publicly transfered to the liabilities column from the cash one. There’s nothing for them to hide here.
Alex says
Yes it’s not a who has a bigger one competition, anything over 8 weeks is unacceptable, 12 18 30 weeks is totally wrong.
My point was simply that they shouldn’t really be paying out things before 8 weeks when they have people waiting a long time before that. I would assume your complaint is probably a large one.
Surely they are trying to hold on to cash for some reason or another, or they could easily ensure payments go out in the alotted time. Payroll companies can set up new payees in the thousands very quickly, why can’t amigo .
Paul says
There is a pattern of behaviour emerging here. It is the same pattern as seen before with complaints – first 8 weeks, then 10, 12, 14 on and on. The same is now happening with redress and payouts. First 10 days, then 15, now 35. I do hope that FCA will want to monitor how many complaints have actually been settled in terms of a payout. Afterall, writing an email to say that they are upholding your complaint is the easy bit and means nothing if they do not implement.
I have had the “we are upholding your complaint” email for some time but no redress calculation. I have chased this by telephone 3 times, only for timescales to be stretched further on each occasion. No-one seems able to explain the processes by which they are operating. Sadly, i do have a feeling they are trying to minimise payouts for the time-being whilst they wait for the FCA review to conclude at which point they might decide they don’t have a viable business model.
Tracy Smith says
I totally agree . I believe they will go bust and we will not see our redress . Are they holding out on us I’m fuming my garantor was told 3 times it be 10 working days now they come out with some story about 35 days I’m not very clever with all this but I’m going to seek legal advice we are not getting our money are we .
Shelby says
I rang the complaints team today spoke to a lovely lady and she said that my complaint has been assigned to an agent but couldn’t tell me anymore , does that mean anything ? Will it be quicker or ? It’s been 7 weeks today
Becqui Lewis says
I was told on the phone a few days ago as soon as your complaint is acknowledged it means it has been picked up so no idea what they have been doing as I’m on week 14 but I have had an email from FOS yesterday to say that they have recieved my complaint but are very busy so please bare with them. Then on email from amigo saying thankyou for my info.
Jemma Walker says
Hi,
I’m at 19 weeks with Amigo and except 2 emails I’ve heard nothing and 6 weeks with the financial ombudsman.
Should I be pestering either of them?
Thanks
Nath says
I was told by the financial ombudsman that they will help if you are in financial difficulty
Nicole says
Has anyone received their final response who submitted complaint in March? I submitted mine on 20th March and nearly coming up to 14 weeks now :(
Nath says
I filed my complaint on the 28th January an only got a email upholding complaint last Thursday.
L1991 says
I’m waiting since end of Feb. I’ve seen others from last year still awaiting!
rebecca says
Hi Nicole I submitted on the 6th March and nothing yet
LEE says
I submitted mine on 9th March :( not a sausage bar the ‘we’re looking into it, there’s a delay’ blah blah.
It’s giving me some anxiety and lots of email checking. Sent to Ombudsman at 8 week point, had an acknowledgement email and that’s it.
Very frustrating!
Andrea says
Nope I submitted March 7th. Not heard a thing.
peter o'callaghan says
Good luck my was acknowledged 7th Feb heard nothing
Em says
I submitted on 29th of January and received reply today and now got to wait 15 days for my refund x
Andrea says
Has anyone had any emails this week saying they have or haven’t won their case? I can’t recall seeing any, it’s just everyone taking about payments they are waiting for.
I really thought we would see loads of good emails this week but sadly it’s not the case.
Tom says
I received an email yesterday saying that I have won my case, it’s been about 11 weeks since my submission. Mine was fairly straightforward though. Thankyou Sara your advice has helped me so much!!!
Mb050785 says
An email I received back after complaining they were taking too long to answer my complaint. (Complaint Submitted 22/01/20).
Hi (name deleted),
We understand this is frustrating but i can assure you there is no preferential treatment just some complaints are more complex and may take longer than expected to issue a response.
If you are dissatisfied with our progress
you have the right to refer your complaint.
However, we endeavour to get back to
you as soon as possible and we shall be in touch with you when we have an update for you.
How nice of them to say I can refer my claim! Don’t worry guys, I did – 3 months ago. So much dithering, they are scheming something for sure. They are holding back for some reason.
A.n says
Has anyone been paid put today? If so how long were you waiting from ringing with details?
CA says
I was paid yesterday (24.06.2020).
Complained 16.04.2020, escalated to FOS on 16.06.2020 but they haven’t picked it up yet. Amigo emailed on 19.06.2020 with redress figures and I accepted 19.06.2020.
Mine was probably a very straightforward one in that guarantor wasn’t involved and had no redress to come.
I never did anything with an SAR, just sent Amigo my bank statements.
K says
Yes in my account at 5.45 today accepted offer last Wednesday
Johnny says
Everyone complaining about 10-15 days for refunds this isn’t only amigo, of the 3 companies I’ve had refunds off so far everyone of them have been over 10 days, one was actually 21 days, if you waited this long already then a wee bit more patience won’t be hard, I’ve been told I’ll get my redress within 5 working days after 23 June, but I’m not gonna hold my breath on receiving it by the 28th going by the comments on here, but I’ve been waiting since Jan 4th so a while longer ain’t gonna hurt, hang in there folks
peter o'callaghan says
I spoke a guy today who actually said leave it with me I’ll look into where we are as I put my complaint in 7 Feb called me back after a few hours
[he said spoke to the case handler] should get an email regarding my redress but also mentioned they maybe looking at an extension to the
26th can this happen ?
CA says
Hi guys
I know everyone is anxiously waiting for their refunds and again want to offer some hope as that was also me this morning.
They emailed me Friday 19.06.2020 upholding complaint and my redress figures were in that email. I called the same day to accept and was told 15 working days for account to close and money to reach bank. Today after I read on here that someone else’s had paid, I checked my bank and there is was – account is now showing as closed on the Amigo app.
Thanks so much to this page – Sara I honestly think you ought to start your own charity or something as I think everyone wants to thank you and I know you don’t take donations so I will donate to local CAB.
Tracy Smith says
Hi my garantor excepted on the 9th they said 10 days she rang back they said 15 days so she rung back now there saying 35 days from her excepting why are they saying one thing to one person and something to others I’m really confused
Sara (Debt Camel) says
I know you won’t find this answer satisfactory, but here goes…
Amigo have been attempting to resolve 9000 complaints within a couple of months. That is a MASSIVE number. they will not have the staff and systems to put them through normal processes. Corners are being cut. You may think some staff are probably “making it up as they go along”, the staff probably know they are roughly within the parameters and discretion they have been given to resolve cases quickly.
As a result some cases are being dealt with earlier and faster than what seem to be similar cases or older/more urgent cases. That is inevitable.
Unless Amigo goes bust, you will all get paid in the end and this will just feel like a stressful period with a good ending.
I don’t think there is anything anyone can do to speed up their particular case, if there was I would say it.
Tracy Smith says
I under stand they have lots of complaints but they should have though of that before they gave people loans when the people they were giving them too where in debt and there garantor on benift I have no sympathy for this company and the keep lying to there customers time and time again is not acceptable. Just be honest say the truth at the start say it will take a month or so then they wouldn’t have people ringing up and moaning the truth goes along way in my option.
Sara (Debt Camel) says
the truth goes along way in my option.
oh yes, that is so right.
Tom says
Guarantor accepted Wednesday last week, I accepted Thursday. Guarantor was paid yesterday (Tuesday) I was paid today (Wednesday). Both of us paid on the 4th working day. Total paid out between me and guarantor was a little ober 8k. Great feeling cannot believe I got here.
Claire says
Hi tom
How long did it take all
In all from
The day you put the complaint in? I know everyone’s is a
Different time frame From the comments.
A.n says
Hi Tom
Did you get your figures the same time as the guarantor ?
My guarantor accepted Wed last week but I still havent even received my figures ?
Amazed at how quick yours was. Well done.
Nath says
My guarantor has accepted there refund a week ago but I haven’t had my redress yet either. Weird
Tracy Smith says
Wow I’m in the same boat and been told it all changed 2 days ago and you have to wait for my redress then 14 days after that then 5 days after that me and my garantor receive funds now I’ve seen this I’ve been.lyed to again as you both got your yesturday and day before I’m really happy for you I just wish they would treat everyone the same .
Georgina says
Hi, my loan is now showing a credit balance when I log into my Amigo loan on line. How long has it taken people from this point for people to receive their redress? It’s showing a date of 24th June when the account went into credit
Also the figure is a little bit higher than the offer I received so is it the balance on your account that you receive back? I’m assuming that just takes into account the number off days from receiving the offer to when they’ve actually paid you out?
Declan says
Hi Georgina, I’m in the same position as you, I have just got off the phone to amigo and the lady said to me that the funds will be released to my account in the next few days.
Fingers crossed it won’t be too much longer.
Just can’t wait for closure and rebate of interest I have payed
Georgina says
Just checked my bank and my money has gone into my account within the last hour 😀😀
Declan says
Same here, got payed out thank god.
Paul says
Amigo are an absolute joke – they promised me I would get a final decision by the end of June -Still nothing I’m on week 23 now – an agent has been looking into my complaint for over 1 month now – they are lying – no one seems to be getting any emails – I’ve lost all hope and patience with them
Lucy says
This is so stressful! Can’t stop checking my emails! Cannot see they are going to get back to all of us by tomorrow :(
Andrea says
Nope this isn’t going to happen, and they don’t seem bothered either, the first two weeks loads of people got emails, now it feels like that has stopped too. Poor show Amigo, Shame they never applied this concept when they chase for missing payments.
A says
Hi, I was finally put through to amigo complaints yesterday, my complaint submitted beginning of January, the man on the phone told me that I might not even get a final response in the near future because I’ve sent my complaint to the ombudsman, he said that when this’s happens they go in a separate queue To be dealt with with ombudsman. I got quite upset on the phone because I said if I hadn’t told them I’d sent it to the FOS they wouldn’t even have known cause wait times for them are 6+ months And if I hadn’t sent it them they would have sent me a final response sooner and he agreed but said there’s nothing he can do. I said that now I might have to wait over a year for w complaint submitted in January and he just apologised.
Can’t beliiiiieeeeeve it
Sara (Debt Camel) says
This is nonsense. Amigo has agreed with the FCA to settle the backlog of complaints, this includes the ones that are at the Ombudsman. And many people here who are having their cases settled had also sent theirs to FOS.
A says
I hope so, I told him that it’s totally unacceptable. And literally that’s all he said and he also said that if he could do something about it he would but there’s nothing he can do. He said he can see my case has been opened a few times over the last few months but nothing has been done with it. Was really devastated after the phone call. I did write them a big email after asking how it can be justified and how bad their communication is
A says
I also forgot to mention the guy I spoke to even suggested I could retract my complaint from FOS so it would be taken out of that queue and into the other with quicker turn around time x
Sara (Debt Camel) says
I don’t think he has any idea what he is talking about. FOS will get upset if Amigo are saying this to people.
Paul says
They certainly dealing with complaints already at FOS. They upheld mine even before the adjudicator had looked at it. That said, my complaint goes back to October last year, and although it has been upheld as part of the backlog , nothing has happened since. No redress calculation and no payment.
Tom says
Hi Sara,
I have had a complaint upheld for a loan taken in August 2016. I have paid back £15,285 over 46 months on an original loan of £10,000.
They have calculated the interest owing to be £237 – that seems very, very low to me. Would you agree?
Thanks
L says
Did your guarantor make any repayments?
Johnny D says
Hi
Right, put my complaint into Amigo last Nov, got a reply in Feb declining my complaint, sent to F.O.S. Got an email sat 13th June saying they’ve looked at again and have upheld all 3 loans. The email said my redress would follow no later than 5 days after the 27th June. My guarantor got an email the same day but her redress was available. Phoned today, what the person said, I think it’s been mention on here before. So the time scale is 15 working days (max) which is 3 weeks, for your redress. After excepting, it’s just the same wait again for your refund. Both guarantor and yourself now get paid out at the same time. This maybe down to people complaining, why should a guarantor get paid out first, makes sense. So in total, that is 6 weeks. I think this timescale wasnt set out at the beginning but because they is maybe too many complaints to go through that they have extended the time it takes on your complaint. Dont forget their first agreed with FCA that the backlog would be resolved by end of June. I think they will tell the FCA that the the end June (which is Tuesday) is not achievable and will ask for an extension. I am looking at 6 weeks in total maximum which means the 24th July for me. This is only if you’ve had your complaint upheld. It is nerve racking, my loan is paid off and I’m looking at £11,000 plus, which would mean the world to me. Good luck.
Liam says
I have just received the email stating they are upholding 6/8 loans. Have given the same time frames as everybody else has been in terms of being paid out.
Just hold in there those that are waiting. I was at 19 weeks.
In all honesty the wait of up to 30 days they have stated seems like the final down hill part. I’ve been stressing so much they wouldn’t uphold my complaint that I can wait another 30 days. Going to remain positive and not stress about this last part.
£355 better off a month with a refund of almost £5k!!!
Thank you so much Sara without this site I wouldn’t of known how to do this. In the last couple of years I have had complaints upheld with Safetynetcredit, Provident, Satsuma and now Amigo Loans, I just have UK credit where I am waiting a decision although that is paid off. Sara will donate to my local CAB.
Honestly guys hang in there!!
Rebecca says
Hi Liam congrats 😃 can I ask when you get a response for your complaint does the first email explain which loans are upheld and the amount or are there separate emails would just like to know what to expect if I ever hear lol. I had 6 loans not sure if they still uphold them all or any
Thanks in advance
Carla sands says
Well done wen did u put ur complaint in ?
Liam says
End of Feb beginning of March so around 18-19 weeks I believe.
I had also sent to FOS and had a reference number from them so for people saying that they aren’t looking at cases with the FOS this isn’t true at all.
Liam says
Hi Rebbeca,
They sent an email explaining why my first two loans weren’t being upheld and then explained reasons for my other 4 being upheld. The redress breakdown will follow in next 10 days I think they said.
I’m just looking at the positive that I’ve had a decision.
Fingers crossed for you!
rebecca says
100% I’d be the same great news and thanks for this. I called today and was told mine was in the final stages and still on track for the end of the month. Hoping I get some good news
Maria says
well done it must be such a relief for you it gives me hope
Nicholas says
I have a question, I am looking at putting a claim in but just wondered what happens if the after the process the Ombudsman states the loan was affordable what consequence does this have on the borrower? if the loan is paid off in full do you just continue on the agreement??
Sara (Debt Camel) says
if you lose your case at the Ombudsman, the loan just continues as it did before, no changes. So you are no worse off.
if the loan is paid off in full do you just continue on the agreement??
not sure what you mean, if the loan and its interest has been repaid in full, it ends.
Charlotte says
Hi just thought I’d let everyone know my conversation with amigo today.
I accepted an offer of refund on all four of my loads in 8th June via Ombundsman. Called amigo a few days later to be told I would receive full redress and refund within 10working days. Never received anything. On the fifth working day I got a courtesy email explaining they were still calculating my redress. Called every day after that and every day I was told something different. One said 10 working days after I got the courtesy email another said 10 days after the courtesy then when my guarantor accepts then it would be ten more after that and then ten more for payout.
Then today I called and spoke to Natasha who put me on hold for fifteen mins while she got cought up with the notes. She came back in the phone and said I’m so sorry your not going to like what I have to say but basically you’ve been given wrong info from the very beginning. The timescales you’ve been given are wrong. She said my complaint is with the fos team at amigo and they are six months behind and it would be impossible to give me a time frame. I asked was it likely to take months and she said quite possibly it will just be a case of opening your email to find the redress info is there.
D says
Spoke to complaints yesterday and this morning my account now showing as closed and a positive balance as well as the refund to my guarantor. I put my complaint in back at start of January.
One thing I was told is that they have deployed people from different depts in Amigo to field calls and all agents are working from home. It was acknowledged on call the 10 work time frame was not a realistic one given the volume of refunds to make and all redress is re checked by transactions prior to any payment being made. I know it’s easier said than done but there is no point stressing about things you cannot change. My refund and my guarantors refund are late, both at working day 14 now. You can call in as much as you like but you’ll never speak to anyone in transactions team and don’t think even the complaints handlers and those who route calls have the actual answers you are looking for. I’m sure everyone will be paid even if a bit later than specified so keep the faith. Same goes for those with complaints in the system. It takes time but if you have a complaint that warrants begin upheld you too will get that moment where you log in and the balance is cleared and you’re in credit with Amigo. Keep the faith.
Ben B says
I decided to email FOS and Amigo to enquire where my complaint was up to.
Since Amigo declined it on 07/02, the last I heard from FOS on 13/05 was that they need to give amigo time to resolve, I replied to that saying it was declined, but I don’t think that reply was acknowledged. But I do know as of 09/06 FOS were looking at it but in a queue.
I was hoping that it be amongst the cases that Amigo were looking at again but they said today its with FOS.
Bit frustrating
Sara (Debt Camel) says
So far as I know Amigo are looking at all the cases, including the ones at FOS. Plenty of people with FOS complaints have been getting good news from Amigo.
Nikki says
Hi Sara
Due to them trying to clear the backlog are they working more hours are jus mon to Friday 9-5 sort of thing?
B says
It’s all over. Finally received my refund few minutes ago. There’s a hope.
Amanda Thompson says
Hi Sara and others,
UPDATE:
My complaint was resolved at week 16 and it went to FOS at 8 weeks, didn’t get assigned but during the last 3 weeks I have received the email upholding two of three loans and I actually agree with the first one being affordable but not the second two after looking back over everything including my disastrous decisions previously however I had no one to turn to in times of need so my friend at the time helped me.
This prison sentence is now over and now I’m confident in tackling the others who I believe should never have loaned to me either.
This site is literally a life saver, People’s mental health issues have been really badly impacted by all of this and it’s so sad to think others still don’t know they can escape this!
To all of you still waiting and worrying please don’t give up and keep on!
My account on the app changed to ‘settled’ yesterday and today money went in at 4.57pm.
Good luck everyone!
Sara I will be donating to my local CAB
Thank you
Amanda
Declan says
Hi all, I waited 19 weeks for an answer about my claim, I received an email on 16/6 to say My complaint has been upheld. I called on the 17/6 to accept. Today I received my payment over 7500. Hang in there people. Sara I would just like to thank you so much, if it wasn’t for the Wonga situation I would of never of found this website thank you so much for your help
Gemma says
Has anyone actually had any calculations figures through that were upheld through FOS????
Steve says
Hey Sarah and friends
I’m back to give my update.
Finally got a response from amigo saying the are upholding one of my two loans.
Just over £5k and no charges and removed my guarantor which is really good because my mum is not well so yay.
They are saying my for my second. Which was paid off they are not upholding because of apparently the below.
I was aware of and appropriately informed about the financial commitments you were entering into;
Their assessment that we should enter into these agreements with you was not unreasonable or unfair considering all the circumstances; and
Notwithstanding our actual assessment processes, I am satisfied that it was not clear from the information reasonably available to us at the time that these agreements should not have been entered into because it was likely to be unaffordable for you
I do still have a balance but a lot less than I originally owed so I guess that is a plus.
Not sure if it is worth perusing the first one more or not. Your thoughts?
Sara (Debt Camel) says
How large was the first loan? How many payments of how much had you made by the time you took the second loan?
Steve says
It was for £10000 paid 15 months at £395 then was cleared off with the top up loan.
Steve says
Sorry I take that back. The redress is in relation to the original loan and the top up loan is the one they are not offering a refund against. Although this was started March 2019. As the top up loan. Same 395. Hope that makes sense.
Sara (Debt Camel) says
So what are they saying the balance is on the loan after the redress?
Steve says
Yeah. The balance remaining is what is left after redress.
Details below what they said.
I see there were two loans over the period. Whilst the evidence available suggests that the second loan was clearly affordable for you for the reasons I have explained above, it seems to me that for the remaining loan agreement, it is reasonable to conclude that your situation changed and Amigo cannot be completely confident that the loan agreements were affordable for you.
Accordingly, Amigo is prepared to offer you redress in respect of loan agreements ********* The redress provided will consist of:
The removal of all interest charges under the loan agreements;
A refund of any payments you may have made in excess of the capital amount of the loan agreements, along with 8% simple interest; and
The removal of any adverse information from your credit file in respect of the loan agreements.
Sara (Debt Camel) says
That is pretty confusingly worded.
“Accordingly, Amigo is prepared to offer you redress in respect of loan agreements ********* ” – the number there is definitely the first loan?
Is there any reason to think your situation had got better by the second loan? Wh=ould checking your credit record have shown that your other debts were lower? Or was your income higher?
Steve says
Yeah it is deffo for the first loan.
That is what has confused me. They say that I earned loads more than I actually did. When I look at my p60 and the figures the quote this is way off. Also the debtors are just the same and did not change. I was still on a dmp. Which was mentioned on the call when I spoke to them at the time of the top up.
The only thing that changed on my income was I remembered had a one off bonus of £800 in The January prior to the top up. The debts were only reduced by a slight amount because there were through step change or at least did not change by much because the payment amounts are so small.
Sara (Debt Camel) says
ok, well I suppose they may have made an error, but I really doubt you will be able to persuade them to look at it again. So I suggest you tell FOS that you are not happy with Amigo’s offer and want FOS to consider your case. (Assuming it is at FOS. If it isn’t, send it in now!)
Steve says
Nope. Hasn’t got that far. This is just with amigo and what amigo have offered. :-)
Sara (Debt Camel) says
ok, well go back to Amigo and say you were in just as bad a position with the second loan and unless they revise their decision and offer to refund both loan, you will be sending your complaint to the Ombudsman in a week.
Matt says
I have just sent the email today thanks for the advice guys and gals. i took a £3000 loan with amigo and topped up twice to £10000. total interest meant i was paying back £23000… insane. i couldnt afford it then and i still cant now . i managed to get on top of my finances in recent years (at a cost of moving back in with parents and not having a social life) and im currently paying back £250 a WEEK. i keep logging on to the app, and its disheartening that everyday im hammered with interest nearly £300 per month. i called amigo a few weeks ago to find out if i maintain these payment when will i be done and they could not tell me as the balance on the app does not include the interest.
if successful do they refund the total interest or just cancel whats left?
many thanks
Sara (Debt Camel) says
if successful interest is refunded of the first two loans and removed from the last loan.
If you know how much you have paid I can look at the numbers for you?
For each of the three loans I need to know:
– the amount borrowed
– the amount you received in cash if it was a top up
– the monthly payments you made eg 7 lots of £127
Carla says
Hi all just an update for you all I put my affordability complaint in to amigo on 11 March they emailed me the Friday 19th June to say they have upheld my complaint so I rang them Monday 22nd June to accept they told me funds would be in my bank within 15 days, just checked my bank this evening and funds are in and easy to say I’m beyond happy so 3 days it’s took for funds to reach me overall my claim has been fast and straight forward so there’s hope for you all yet and hope you’d get sorted soon
Carla says
I’d also just like to say a massive thank you to this site as I couldn’t of done this without it
K says
Hi I put complaint in March got response last week and 15k in my account today, have faith I didn’t but it’s in my account, I could cry!
Andrea says
Well it’s D day 26th June the day Amigo should of cleared the back log, anyone who’s still waiting for a response, do you think we will all get to hear today? Lol not a flipping chance.
Rebecca says
I’m still waiting told yesterday that mine was in the final stages of completion but who knows….checking my emails a 100 times a minute as usual. Fingers crossed for everyone still waiting🤞🤞🤞
L says
Just called them and said I was told last week I’d definately have a response by 26th, the guy on the phone said I should have it by the end of this month, but can’t even see that happening!
Kimberley Winstanley says
Nope not expecting anything today. Been waiting since 8th February. Quite frustrating now I just want an answer
L1991 says
I had an email from them yesterday advising they are no longer able to give timescale for replies for more ‘complex’ cases apparently. I’m at 18 weeks now and only had 3 loans in total. I’d dread to see a real complex one if they think mine is!
Kimberley Winstanley says
I’ve just spoken to someone who told me my complaint hasn’t even been looked at yet. I put my complaint in beginning of February this is very annoying. Only had 1 top up how can it be so complex
Andrea says
I think that’s a generic email they are sending to keep people sweet.
By more complex I believe I fit that category, my first loan 2010 with FLM then 5 further top ups over 10 years, I have a 7.5k balance left and the most I ever borrowed was £8250 I’ve not borrowed since 2017 and am looking at a refund of around 19k. After clearing the outstanding I owe. That day cannot comes quick enough. Amigo and TFS loans have ruled my life for 10 years. TFS is now finish thank goodness and waiting to hear from the ombudsman there.
I cannot wait for all this to be over now.
Sara (Debt Camel) says
The genuinely complex cases are ones where:
– the guarantor paid some money
– Amigo obtained a CCJ
– Amigo sold the loans to a debt collector.
All the rest are much the same. Cases with 9 loans aren’t harder than ones with 1 loan, all the arithmetic should be done by computer!
Andrea says
Ahhh that’s brilliant then, think my guarantor paid one payment. And I’ve never missed one other than that. ;-)
Stevan says
Morning all,
Accepted redress on the 15th.
On day 10 now and still no money paid into bank.
Simon says
Just for info purposes….
I have been informed this morning that George Banco are no longer part of everyday lending so complaints and updates will be much slower.
Sara (Debt Camel) says
They may be splitting their complaints handling but so far as I know George Banco remains a brand name of Everyday Lending.
Simon says
Just a quote from an email I have seen in a response this morning from the Ombudsman.
Sara (Debt Camel) says
Sorry is this FOS saying this? Or GB?
Simon says
FOS email this morning….
John says
Hi all,
Just to add to the general body of information for everyone:
– Complaint submitted to Amigo in early Feb 2020 and referred to FOS at the 8-week mark after minimal communication from Amigo
– They sent me my SAR data at around the 13-week mark
– I called them today at close to the 20-week mark for an update and was told they can unfortunately not give me any new information or an estimated timeframe. They could not even confirm to me that anyone had read my notes yet.
For what it’s worth, I think my case is relatively straightforward. No guarantor payments were ever made and I supplied them with comprehensive bank statements for each loan and top-up with my initial complaint. I mention this only to dispel the idea that they are dealing with simple cases first – I really do think they’re just attacking the deluge of complaints however they can.
Try not to get too worked up about it and I hope you all get the news you’re after soon :)