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
andrew says
hello.
i got a call from my case handler at the FCA. They heard back from amigo who have offerd to pay out on load 2 but not loan 1.
i am trying to figure out numbers.
loan 1 was for £5000 at which i paid back £1773
loan 2 was for £7000 at which i am still paying and have paid a total of £9936
how can i work this out as i am confused when they say they will only pay out on loan 2 and not 1
Sara (Debt Camel) says
I assume you mean your case handler at FOS.
Loan 2 was a top up – do you remember how much you received in cash from this?
andrew says
its was £2224 i received
Sara (Debt Camel) says
On those figures you have paid £1549 in interest on the first loan, which they are not refunding.
And the current loan will be closed and you should get £2936 refund.
BUT you need to look closely at their figures, They MAY be taking off money for something they call “unpaid interest” – this is a new thing Amigo have just invented – not something the ombudsman suggests should happen.
andrew says
OK thanks for your help.
With that amount there will still be about £1000 left to pay. I am paying £276 per month. They say they will remove the interest on the remaining amount. What will this do to my payments.
Thanks
Sammyjoe says
Hey anyon know how long it takes to update credit file once loan is closed down
Sara (Debt Camel) says
Lenders normally update records in a monthly run.
Shem says
Hi,
In respect of being charged unpaid interest I thought I would share my response to Amigo
I would like to remind you of your documented policy on early repayment as I understand Amigo are considering the unpaid interest of not upheld loans on the basis of if the top up loan had not been provided / existed. That is Just not right, as not all of the top up capital was paid out, a large chunk of it was used to settle the previous (Not upheld’) loan which, in accordance with your policy noted below means that interest ceases as is calculated daily and only applicable for the time the loan is outstanding. As a lender , regardless of having the interest refunded I have still repaid in full the full total of capital from the top up, including that which was used to fully settle the first loan. Unless you are also refunding me the capital paid then it is not right to treat the first loan as if it was not settled early. It was and it was settled out of my pocket as I have repaid the capital.
Please arrange prompt refund the ‘unpaid interest’ deducted in error, otherwise I will progress my complaint with the FOS and seek additional compensation for the poor and unfair handling of this complaint.
Will let you know if I ever receive a reply!
Shem
Gemma says
That’s bloody brilliance Shem! Everyone should be sending this. I look forward to hearing their response to that 🤓
LEE says
Hi Shem, thanks for sharing that. Do let us know what they respond with, I suspect you’ll get something similar to me in terms of a response
rob says
Hi Sara,
I had got 4 loans from amigo but my last 2 have been upheld,
I am due to receive my redress offer tomorrow according to amigo, however I have logged into my account today and received a letter named “closing statement” and the balance showing as -£969.81 on my most recent loan account number
I assume this is not what they would be offering me? Or would you think this would be for the most recent loan only?
My loans were as follows
Loan 1 £1500 –
Loan 2 £3000 –
Upheld Loan 3 £6000 – cash received £3391.28
Upheld Loan 4 £10000 – cash received £4472.82
loan 2,3,4 are all top up
So confused
Sara (Debt Camel) says
Do you know the payments you made to each loan? eg 7 payments of £123?
if you do, I can work out what your redress should be for the last two loans and how much eaxtra you would get if loans 1 and 2 were included.
Rob says
Hi Sara,
Unsure of loan one and two payments but will try find out,
Loan 3 was 15 x £292
Loan 4 was 21 x £395.25
Not sure this helps?
They seem to have closed my online account and offering me a new loan? Lol I think not
Sara (Debt Camel) says
So I can work out the numbers for the last two loans.
loan 3 you paid £3908 in interest
loan 4 you have so far paid £8295 – thats 1705 away from having reapif the 10k you borrowed.
The interest from loan 3 will then clear the balance on loan 4 and you should get a refund of £2203 plus a small amount of 8% interest, less than £100.
When you get the numbers from Amigo tomorrow, look out to see if they are taking off money for “unpaid interest” on loans 1 & 2. This is something new Amigo have just started doing and it isn’t right…
How do you feel about loans 1 & 2 not being upheld? Do you think this is fair or did making the repayments cause you problems so you had to take the next top up?
Gemma says
The minus balance on your amigo account means that is your refund! Which they should have shown you the figures first as that money will probably be in your account tomorrow! I can only imagine the amount they have taken off for the previous loans.
Rob says
The second top up was when I had a gambling problem and also a slightly less of a salary, they have said it was affordable according to there checks with ONS, they had said I had £100 free to use as I wish according to the info I provided.
On the closing statement I can see that yes there is interest added of £719.54,
Balance currently showing as -£969.81
Surely they cannot pay that into my account without my approval of the redress offer? Or should I just not be picky and accept the fact I no longer have to pay almost 400 a month anymore and take the £969?
I thought the 969 would be what was repaid for loan 4 and there would be more… But confused by it all
rob says
still waiting on a redress offer and they are fobbing me off on the phone,
really confused by the letter from them (final statement) asked amigo if this was my redress offer as it is showing as -£969.81 and their response was that it is not as the calculation is still in progress, has anyone had this??and if so did they offer you an alternative amount?
thanks in advance
NeverAgain!! says
I saw a post on here earlier saying that the person didn’t have any paperwork or reference numbers of loans and someone told him to go into account and into letters. I did this and there were six reference numbers. Does that mean I had one loan and five top ups?? There are no letters attached to any of the references just these different numbers as well as my existing one shown on the front page of my statement.
Andrea says
Yes it will be one separate number for each loan or top up,
I’ve had 6 over ten years.
Each now top up loan creates a new number
At the start Amigo emailed asking for bank statements, at that point I’d requested Sar info and responded how can I supply statements if I have to Sar info, she quickly emailed each account number and when and how much I borrowed, this also included two FML early loans so they do hold the details.
Ben B says
I was very happy tonight to receive an email from Amigo, they had already declined it. But now said their response wasn’t to their usual standard. I had a loan and a top up, nothing to say only top up was held so I presume its both
Waiting on figures to be given
Thanks Sara!, This site has been a godsend
Jennie says
Accordingly, Amigo is prepared to offer you redress in respect of loan agreement 30743408. The redress provided will consist of:
I have received an email from them today, this is a part of it, they have upheld my top up loan but not my first loan??
Does this mean I will get a refund?
The removal of all interest charges under the upheld loan agreement 30743408;
A refund of any payments you may have made in excess of the capital amount of the loan agreement 30743408, along with 8% simple interest; and
The removal of any adverse information from your credit file in respect of the loan agreement 30743408.
Jennie says
I do no understand all the terminology they use. Would it be best to call them?
Sara (Debt Camel) says
Hi Jennie,
would you like to say some more about your loans from Amigo? How many, how large, do you still owe money on the last one, has your guarantor made any payments?
If you know the numbers – how much you have paid to each loan (eg 7 monthly payments of £123) how much you borrowed and for top up loans how much you got in cash, I can work out the interest you have paid and what Amigo should be offering?
because if Amigo are not offering a full refund on all loans, they can be putting in some sneaky deductions…
Jennie says
Thank you.
I had two loans with amigo.
1st was for £2000 on 07/01/2016
Top up £2500 on 02/08/2016 settled on 15/01/2019
I had to ask my mum to take out a loan with her credit union so I could pay off the loan as it was a payment of £98.81 a month
We paid £2000 towards the loan as I couldn’t keep up with the payments and interest on the loan, but due to interest on my missed payments my guarantor had to make a couple payments to settle account.
I can’t remember exactly how much I received in total from top up loan.
Sara (Debt Camel) says
Hi Jennie,
so Amigo is saying that the first loan was affordable so they won’t refund that one. They may be wrong… if repaying the first loan caused you problems so you had to take out the top up?
But they will refund the second loan, You borrowed £2500, do you remember how many £98 payments you made before the loan was settled? And exatly how much your mum paid to settle it?
Was you mum your guarantor?
Jennie says
Hi, no my mother in law was guarantor for amigo loans, I think she paid 2 reduced payments.
We paid every month up until it was settled going by my credit report I made 28 payments.
I haven’t had a figure yet to what I would be refunded.
PM says
Are people receiving their calculations in a reasonable time? My guarantor accepted 2 weeks ago so I’m due my figures in the next 5 days, just wondering how others have got on from this point?
L says
I’m my mum guarantor and I accepted my figures on the 7/7 and mum is still waiting for hers too! We’d hoped to have heard by now
Fellowman says
I haven’t received figures. I’ve been waiting 6 weeks.
Rosie says
My guarantor accepted her payment on 15th june, I accepted my offer on 6th july.
Account still open and no payment as of yet.
My monthly repayment was due on the 11 july but I didn’t pay and got no reminders so I’m happy as my redress of 7.6k, although will be put to good use, is just a bonus. I’m just overwhelmed to not having to pay £350 a month.
PM says
Ok so your guarantor and your figures were available in 3 weeks which is positive. Hopefully you’ll have total closure soon!
Jason says
I’m in the same boat so can’t help.im due my figures by next Friday which is frustrating.
So fingers crossed we get some information by next fri.
I’m on long term sick so any payment would be well appreciated by now .
I’m going to give them a call next Monday just to see how its going before I fall behind with bills.
Be says
My guarantor accepted her figures on the 9/7 I received mine yesterday 17/7 now just a waiting game for the funds now..hope it’s not to long
vlad says
hi. When did you male the complaint/ how long did it take to get an answer /thanks
Be says
Can’t exactly remember when I complained, but I remember first it was refused. Then they wrote to me 15/6 saying they have changed their mind. So my guarantor accepted through email which they didn’t receive so that put us back a few weeks. They then guarantor recieved figures again 1/7 didn’t accept again untill 10/7 I received my figures 17/7 accepted same day. Now I’m just waiting for the money to arrive anothe waiting game.
Jaqui says
I’ve been waiting since the 26th June for my redress calculation was told 5 days…guarantor was told his figure on the 27th June ….it’s a joke
Be says
They really do drag it out. Hope you’re not waiting to much longer
Nath says
My GT accepted 17/06 still not had my redress figures. And im now getting annoyed cause when I ring they tell me nothing
Andy says
Hi pm how soon did your guarantor receive money ..I’m awaiting redress also
PM says
Hi Andy, my guarantor hasn’t received any payment yet. She accepted on 03/07 and was told to wait 5 weeks. I believe the wait to be split as 2 weeks for the guarantor offer to be accepted, 1 week for my figures, 2 weeks for subsequent payment.
L says
I don’t understand how they can uphold a 2015 loan that was not part of my complaint as it was settled between me and the guarantor. It’s never been mentioned before and they haven’t even made the 2015 one part of the investigation. How can they do this?
Sara (Debt Camel) says
I don’t think they should and I think if you are affected by this then the Ombudsman would say that is unfair and make them change this. Until you see the numbers in your case, it’s hard to be sure… but I think you are right to be worried about it.
L says
Thanks Sara, the way they’ve handled my entire case has been shambolic. I just rang them to be told it’s been “missed off accidentally”, it literally hasn’t been mentioned ever, I even said it was affordable at that time and settled between us both as it was only open for 4-5 months. Should I give the ombudsman a call today? They said I should receive my figures by next Wednesday… but even that doesn’t add up as I was told 14 days yesterday.
Sara (Debt Camel) says
Is your case already with the Ombudsman?
L says
I sent it to FOS at the 8 week mark in April but haven’t heard anything from them since.
Sara (Debt Camel) says
I suggest you go back to Amigo one more time and try to get through to manager. Say your complaint was clear that you did not want the first loan considered. Say if Amigo is prioposing to refund the guarantor of the first loan and say that you therefore owe Amigo more because of this, you will be taking the case to the ombudsman, asking for thisdediction to be removed and for compensation for how your complaint has been mismanged.
If you have any concerns about your previous guarantor being contacted because of domestic abuse, you should also tell Amigo that.
Fellowman says
Well it’s now 44 days since my complaint was upheld by Amigo through the ombudsman. I still haven’t received my redress figures let alone any sign of payment. All loans upheld and no gaurantor involvement so its not complicated to calculate. Amigo are silent, they refuse to give any answers. The ombudsman say they will chase it but nothing happens. My adjudicator has not contacted me back in 17 days. Even though i’ve tried repeatedly.
So it seems even once you have won your case you can be no better off. Stuck in some crazy limbo. With no other avenues to try.
Any suggestions would be welcome.
Amy says
I am in the exact same boat only it’s been 32 days , nothing at all from then or the FOS , it’s very frustrating . No guarantor involvement and all loans upheld . What is going on ? Each time I phone I get the same answer so there is no point in phoning anymore .
Nath says
I’m 28 days and I’m the same although GT refund of £63 but it can’t be that hard to calculate
Kathryn says
I have just put in a complaint to U.K. credit
I had a loan for 6000 which is paid off in full at 203 a month for 60 months.
That means I have paid off over 12 k on this one loan. I occasionally miss payments and ended up having to remortgage to try and get this and other debts paid off.
I also had one with amigo for 4000 then a top up for 3000 now all paid off but paying 15k altogether. At the time of these I had 5 maxed cards and 5k overdraft that I lived in. Never out of debt.
What are the chances of getting this back and how much would I get back roughly please?
Sara (Debt Camel) says
For the UK Credit – you have paid at least £12180. That is the full 60 payments. But UKC may well have added on extra charges or interest because of the missed payments so you would have actually paid more then the 60 payments set out at the start of the contract.
If the total was £12180, then you would get a refund of £6180 + some extra 8% interest if thei loan is decided to be unaffordable. If you paid more, you will get every extra pound back as well.
For the Amigo loan, if you want me to look at the numbers I need to know:
for loans 1, you borrowed 400 then paid how much to it?
for loan 2, you borrowed 3000, how much did you get in cash from this top up? then how much did you pay to this loan?
If repaying the Amigo loans caused you difficulty, I suggest you send in a complaint about them too.
Jaz says
I had a amigo loan and made a complaint about irresponsible lending, and the adjudicator done their investigation and favoured me, and that amigo has to pay all the interest with 8%, I just want to know that my guarantor who had made some payments to the loan and then cleared off the balance in full, and the loan was paid off, I then later payed my guarantor all the money their payed towards the loan, so I own them nothing now as I cleared them, I was wondering wat will amigo do will they only pay me the intrest that iv only paid, or will there pay all the interest that me and the guarantor had paid, as Iv paid my guarantor back all the money. and their are willing to back me up.
Sara (Debt Camel) says
What normally happens is this…
Amigo will ask your guarantor if they want a refund. If they say yes, the refund of what they paid goes to them and Amigo will reduce the refund that goes to you.
Shelby says
Hi Sara I sent my complaint in 9 weeks ago yesterday had an email saying they were upholding all loans and gave me figures I would receive I rang and accepted how long does it take for the cash to go into account ?
Thank you
Fellowman says
There isn’t a time frame. It’s pot luck. A lottery, some are quick, some are dragged out forever. Goodluck
Maria says
Hi all,
Sara thank you so much fro this page may you always be blessed. I will be making a donation to your chosen charity which l believe is Citizens Advise.
I finally received an email from Amigo they have upheld 5 of the 6 loans. Once l repay the existing loan l will be refunded £6533. I intend to settle some of my loans including 118118. I am a bit concerned as l have a complaint with 118118 at the Financial Ombudsmans which has been picked up but not dealt with yet. If l repay 118118 will this effect the decision. Please can you let me know.
Sara (Debt Camel) says
No it won’t effect the decision.
Kelly says
So I’ve just logged onto my account and the view full statement option weren’t available as it usually is but instead there was my refund in the view statement part under my name. It hasn’t hit the bank yet but I’m so happy it’s finally changed! It’s taken since February when complaint was made and 20 working days from accepting The redress figures! Good luck to all still waiting 🤞🏽
RP says
My view full statement has also gone but it doesn’t show refund , let me know if it hits your bank
Garylee says
I got my redress figures two days ago but it had interest for unpaid loans on it for the first non upheld loan, so I challenged it and got a lengthy response back. I have now replied to them copying in every news desk in the country with the hope that some pick up the story that Amigo are putting this dubious interest onto legally settled loans and taking advantage of the fact the FOS are back logged with COVID19. I made sure they seen I have copied in all news desks. Will see what happens.
Sara (Debt Camel) says
Anyone in this position who would be happy to talk to newspapers about this, let me know!
Andrea says
Can we not talk about waiting 19 weeks for a decision while some have won paid out In 9 :-/
Gemma says
I think there would be quite a lots of us considering the whole process has been a farce from start and still no where near a finish line.
This was my reply today
I appreciate you feel that you should not be held liable for the interest owed on the loans 1 & 2. However, as we have agreed you should not have been allowed to take the additional loans, the initial 2 loans would have remained, and we would have expected you to pay the full amount repayable on these loans.
As such we treat this circumstance as though you never received a top up loan and have refunded the interest owed on the top up loans from the time they were taken. We did not agree that we lent loans 1 & 2 loan irresponsibly and consequently you remain liable for the amount owed on the legally binding agreement you signed.
A top up loan is an entirely new financial agreement and therefore it is separate to the initial loan. You cleared the initial loan with your top up loan and have paid the interest on both loans simultaneously, combined under one payment. We are only refunding the interest paid on top up loans 3-9, therefore any interest due on loans 1 & 2 that is outstanding, we would expect you to pay. We would not look to wipe the interest on a loan we feel we have lent responsibly. Your balance has been reduced to reflect the interest due back to you from the upheld top up loans.
I argued back but just kept reverting back to the email he sent me!
Sara (Debt Camel) says
that is BS. You were given the top-up loan of £5000 (say) but £3100 was used immediately to settle the previous loan. You never had that cash, Amigo retained it to settled the loan. They have no right to unpick that settlement and say interest is still being charged.
Gemma says
I replied stating around the same words you have and he could not say anything other then I have explained the interest in my previous email! Vile company
LEE says
Same boat here, I’ve emailed FOS again as had contacted them back in May when Amigo breached the 8 week deadline although I’m still in the queue from back then! . I’m hoping FOS are able to take a look at this interest on non upheld loans, I don’t think Amigo will change their stance on it at this stage.
Carly says
Hi
I’ve had my redress payment today if it’s helps my account showed the refund on my statement online today and then was in my bank when I checked.
I accepted on the 7th. I’m still going to complain about the interest deducted for the non upheld loan. As this is not right and is around £900 so would make a big difference for me. Has anyone else challenged this with Amigo and had it refunded?
Thanks
Garylee says
My unpaid interest was £2400, its ridiculous. I’ve dealt with media in past careers so have taken it to the news desks as Amigo aren’t budging on it.
LEE says
Me too Carly, over £2k’s worth. Amigo don’t appear to be budging as you’ll see from others attempts at challenging it including myself. Contact FOS. I emailed FCA and flagged to them too, they say they’ll note it with the relevant department their end.
Benj says
Account closed and settled and refund paid as of today.
Guarantor not recieved their redress refund yet though. Anybody else been in the same situation?
Sophie says
Wow what I can I say yesterday someone mentioned about emailed the head of company which I did I got a reply
Yesterday evening and my figures today hoorah! Thank you so much for this site!
Fellowman says
Can i have that e-mail address please.
Gemma says
nick.beal@amigoloans.net make sure you copy in amigo complaints and your adjudicator and also the complaint handler that emailed you your final response!
Good luck fellowman
Sophie Cartwright says
Thank you Gemma! Were you upheld via FOS? Just wandering if it makes a difference. It’s been 5 weeks now and no figures :( Sent the email – will update if I get a response, thank you!
Gemma says
Yes I was upheld through fos and I kept emailing regularly and then in a final email I said the fos gave you 4 weeks and that is up this Friday if I don’t receive the figures by then I will ask for the ombudsman as I had two loans they hadn’t upheld! The next day I receive my figures that was this Tuesday and now have 15 working days to wait for this! Which I will continue to harass as this has gone on since December 19!
Carla says
I did this and didn’t get any joy ;(
Louise says
If I’ve payed my loan and not my gaurentor do they be notified of a complaint and a successful win if the outcome? Even though they’ve never made any payments?
Sara (Debt Camel) says
No they should not be informed of the complaint if you can carry on paying while it is going through.
Have your finances been affected by coronavirus?
Kelly says
Has anyone who accepted on 29th received payment yet?
Sue says
I accepted on the 29th. No payment yet.
Charmaine says
I accepted on 6th and had payment
Richard says
Hi I’m just about to put a claim in against amigo loans. I’ve think I’ve had 3 loans over the last 10-12 years. I’ve got details of the current one but how do I find out about the others? Thanks
Sara (Debt Camel) says
Hi Richard,
places you can find details include your emails, your bank statements and your credit records. And your guarantor may have kept deatils even if you haven’t.
If you log in online someone has said that if you click the top left 3 lines box, and select my letters, there won’t be any letters there but all agreement numbers are there. So you can list the agreement numbers in your complaint.
You don’t need the full details about your loans to make a complaint, providing you remember the loan repayments caused you difficulties. In the template letter in the article above it asks for a copy of all the information Amigo has about you – this will include the loan details.
LEE says
An update, redress not reflecting on my account yet (couple of grand as, of course, the account will sadly also reflect the non up held loans interest that I’ve flagged to FOS) but there’s a helpful woman who monitors the complaints email who has been quick to respond to my queries. I rang Amigo the other day and they’ve given me a two month payment deferment period due to Covid impacting the person who helps contribute to household income. They did that very fast over the phone and it was sorted. Therefore my contact with their collections team has been very positive in that they’ve been very helpful.
It’s frustrating I feel like I’m only 50% through this process still but I realise that others are still waiting too, either for redress figures, money or a response to their complaints!
Sara (Debt Camel) says
if the Covid-19 problems persist, you can ask for another month at the end of the two.
But hopefully your account will have been updated long before then!
I am assuming your current loan has been upheld so your guarantor is being released. In that case from this point on you can make an affordable payment arrangement, and if the amount you can afford in a month is £1, then that is what you should offer.
LEE says
Hi Sara,
You’re bang on, so guarantor has been released as it’s the most recent three top ups that have been upheld. I pushed to get that in writing and they were, once again, quick to respond as well as confirming they’ve removed the guarantors information from their systems (I’m covering all eventualities here, needed to ensure that part was upheld. I envisage this deferment agreement will go bleep up and they’ll show a default on my account! I’m catastrophising there).
:)
Mick says
Hello, firstly i’d just like to thank you for your help with everything. This site has been an absolute saviour in getting my debt issues sorted and I have managed to start taking control of my finances finally.
My Amigo complaint was submitted on the 20th Feb, And i had a response that they were upholding two out of four loans i have had with them.
Loan 1 – Not Upheld.
Loan 2 – Not upheld.
Loan 3- Upheld.
Loan 4 – Upheld.
I am looking for some advice / guidance on their response as i have some learning difficulties and i tend to get bamboozled with numbers and at the moment i can not make head nor tail of the figures in their response.
Loan 3 :- £3000 over 24 months @ £185.45 pcm – PAID IN FULL
Loan 4 :- £5000 over 60 months @ £197.62 pcm – 21 payments made totalling £4150.02 , remaining balance showing on the online account is £4305.73 left to pay.
Amigo have responded with the following calculation
Total Interest : £3847.13
8% simple interest: £0.00
Unpaid interest from non upheld loan: £39.26
Total redress payable : £3807.87
Previous Loan Balance : £4503.35
Sum of guarantor refund : £0.00
New Balance less redress: £695.48
Cash Refund : £0.00
Does this look correct?
Sara (Debt Camel) says
No it doesn’t! Not on the figures you have given.
Unpaid interest from non upheld loan: £39.26
this isn’t right, it shouldn’t be deducted, but let’s ignore this and look at the heart of the calculation. These are rough numbers as I ignore the pennies.
Loan 3 – you borrowed 3000, you made 24 payments of 185 which adds up to £4440. That means you paid £1440 in interest on this loan.
the current loan – you borrowed £5000, so far you have paid 21 payments of £195 which adds up to £4137. As this loan has been upheld, you have to repay what you borrowed, the £5000. So for this loan you have £836 still to pay.
But the £1440 interest from the loan 3 will be used to clear this £836 balance. And then you should get a cash refund of £577.
Is this case already with the Ombudsman?
Mick says
It has been with the Ombudsmen since the 8 week point, but i am yet to hear from them.
I have sent the above calculations to them for review and i will update when they reply. Thank you
Sara (Debt Camel) says
OK, can you tell FOS you think they have got three things wrong – the refund calculation for deducting money for “unpaid interest” which is unfair and the fact the first two loans were also unaffordable.
Sara (Debt Camel) says
Also can you say something about the first two loans. Do you agree they were affordable? Or did repaying those mean you had to take out more debt?
As this case will probably have to go to the Ombudsman, if you think the first two loans were not affordable, you should be asking for them to be upheld too.
Mick says
Hi Sara,
No i don’t agree they were affordable i have been stuck in an amigo shaped hole for years. When i got the above calculations i immediately asked them to recalculate but just had the following response
“Thank you for your email. We have reviewed the calculation.
At the point of calculation, you had paid a total of £4503.35 whereas across these two loans, you have borrowed a total of £7036.14. I can see you have made an additional payment of £197.62 since the initial calculations have been completed which will be taken into account at the point of recalculation after acceptance. However, this will not affect the redress due in the initial offer letter as you are still over £2000 off repaying the principle borrowed which is why there will still be a resulting balance owed”
This confused me even more
Sara (Debt Camel) says
you had paid a total of £4503.35
That doesn’t sound right. I make it that you have paid 8577…
loan 3 3000 24 185 4440
loan 4 5000 21 197 4137
totals 8000 8577
Carla says
“this loan is closed and settled”
My account now says this even though I settled it in 2018 I’m sure it didn’t before
Has anyone else noticed this change
Fellowman says
Yes. It was a recent change. But I don’t think it means anything other than it looks slightly different when you log in.
Sophie says
Wooo hooo! Just had my Buddy Loan upheld by the FOS as proportionate checks were not carried out. It was for £5000, but to pay back £8400. I’ve paid £4700 so will leave a small balance for me to pay. I complained in Jan 2020, FOS picked up late June, decision today Mid July. They have until Aug 1st to challenge. Thank you so much Sara! Through this site, I have had over £3000 back in interest (and around 2k to come from Amigo) and over £5000 in interest wiped! You are a flippin star!
M says
I have just had mine challenged by buddy loans seems like they are challenging loads by the FOS. They came up with an excuse about them not needing to see bank statements and that in Q1 they met with the FCA who raised no issue with their lending. Hopefully yours will be straightforward
Sophie says
Oh how annoying! They like to make a meal out of it dont they? Will be likely another long wait then, but I think I will try and clear the balance in the meantime so that when its eventually picked up I can cross them out of my life for good! Good luck with the ombudsman- I havent seen anyone get a reversed decision as of yet!
Sara (Debt Camel) says
Here is a recent decision where the Ombudsman upheldf an adjudicator decision against Buddy Loans: https://www.financial-ombudsman.org.uk/files/277455/DRN-1719712.pdf
M says
Hi both
I actually sent that exact link to the investigator as it seems they have used the exact same excuses in that case.
Not sure what there is for them to challenge as it was very clear I couldn’t afford the loan !
Fingers crossed if it goes to the ombudsman it’ll be upheld but like you say yes they do like to make a meal of it !
pol says
Hi Sophie, an adjudicator recently upheld all 4 of my buddy loans as unaffordable but buddy rejected their findings. It has since been passed on to an ombudsman for final decision but was told it could take several months due to a big backlog. It seems buddy are playing hardball with their complaints. Good luck
Andrew says
Hi Sara,
I received a reply from amigo upholding some of my claim. Below is part of what they have said.
“I see there were a large number of loans over the period. Whilst the evidence available suggests that the initial loans one and two were affordable to you for the reasons I have explained above, it seems to me that for the remaining loan agreements three four five and six, it is reasonable to conclude that your situation changed and Amigo cannot be completely confident that the loan agreements were affordable for you.
In particular we note, for example, that in respect of loan three, the adverse credit history on the account was significant.”
They have only offered redress on 2 ( even though they have said it was affordable) 3, 4 and 5 but not 6. Total redress is £14k but i owe 9k on loan 6 so will receive around 5k. They have basically said that Loan 6 was not affordable but aren’t offering redress. I believe this is because on loan 6 i have already made payments that equates to over £14k so if they uphold that the redress amount would be significantly more. Also they mention adverse credit on my file in loan 3 this adverse credit was still there for loan 6 if not worse!
My question is do you think if i forward the complaint to the FOS they would agree?
TYIA
Sara (Debt Camel) says
They have basically said that Loan 6 was not affordable but aren’t offering redress.
really? Can you copy out those sections? this seems bizarre even for Amigo…
Also are they deducting a figure for “unpaid interest”?
Andrew says
Hi Sara
“it seems to me that for the remaining loan agreements three four five and six, it is reasonable to conclude that your situation changed and Amigo cannot be completely confident that the loan agreements were affordable for you”
They haven’t deducted a figure for unpaid interest
Sara (Debt Camel) says
That seems very odd. And if the last loan was the largest it is normally the least affordable!
So it seems likely you would win the complaint at FOS. If you have already sent your complaint to FOS you just need to send them an email saying here is your final decision from Amigo (attach it) and say it doesn’t make sense as they said 3-6 may not have been affordable but they are refunding 2-5. Add a few lines saying how unaffordable loan 6 was!
If you haven’t sent the complaint to FOS, see the article above for how to do this.
I think it is also worth phoning Amigo and asking if they got this right as what they have written doesn’t make sense.
Andrew says
Thanks Sara,
They took 10 weeks to make the decision so as per your advice I sent the complaint to the FOS on the 8th of June. I hadn’t heard from them so i contacted them to say i had additional information to submit but don’t have a case ID and they came back to me to say they are currently working through complaints from March so not sure how to provide them with the additional info.
I did query by email to Amigo and I asked them If this was a mistake and to clarify and they responded with…. we understand your not happy with the decision you can forward your complaint to FOS lol no explanation.
Thanks again for your help
Jason says
If they say you had disposable income is that looked at says I had 400 spare on loans 2 and 3 yet I dint checked my bank statements and I had more going out then in .
I’m confused as they said I’d be payed out on these
Sara (Debt Camel) says
I think you need to wait for the figures to see what is happening. Their emails can be confusing.
Jason says
Thanks Sara its so confusing as of 3 weeks ago they agreed that they did not agree they should have lent me any as they did not do there checks.
But looked at my old email from then and on the figures it states on what they lent I had a disposable income which I dint as I was borrowing from other lenders to pay them and feed my gambling addiction. So for instance stated had 4000 on incomings a month yet outgoings are 4600 a month so where is the disposable income ive checked my accounts spanning the 7 years with amigo and not once are my incomings greater then my outgoings.
Thank you
Leanne says
Hi I had previous loans with amigo I was in a dmp at the point I took loans out also had a guarantor which was my husband I fell behind with payments and was paying reduced amount this has now been sold to a 3rd party so classed as been clear with them.
I submitted an irresponsible lending complaint with them today i Recievedq s.o.a what do I do next thanks
Sara (Debt Camel) says
That’s good. You can look through the info you have been sent if you want, but really there isn’t much to be done until Amigo respond to your complaint. I
sharlene says
good afternoon sara,
I am currently still awaiting my redress figures which I should of recieved 12 working days at the end of last month but still haven’t heard anything back from them yet. Would you be able to do a brief calculation of what you think my redress figures should be please. Also they still keep applying interest everyday as I had the 3 months break due to covid19.
Loan amount £7,500 for 60 months. My loan should be finished next year July. I still have an outstanding balance of £4600.44
Sara (Debt Camel) says
How much have you paid them so far – add up the monthly payments you have made.
It doesn’t matter how much interest they add on in a payment break – it all has to be removed in their calculation!
Was this your only loan from Amigo?
sharlene says
Yes, this was my only loan from amigo. So far I have paid them 10,033.56 from 2016-2020.
Sara (Debt Camel) says
The so far you have paid £2533 in interest. They should be your cash refund (and the loan will be cleared), plus some extra 8% interest.
C says
Sara
Could you calculate the potential redress on my husband’s Amigo account assuming all interest was refunded please?
These are the figures
11th Nov 2011 borrowed £2000
Made 16 payments of £107.34
19th March 2013 topped up to £5000
Received £3440-00
Made 45 payments of £243.95 and 1 payment of £174.19
31st May 2017 borrowed £1000
Made 8 payments of £123-63
On 12th Feb 2018 topped up to £2500
Received £976.20
Made 3 payments of £121.97
On 21st June 2018 topped up to £5000
Received £2500
Made 11 payments of £213.88
On 24th June 2019 topped up to £5500
Received £850
Made 10 payments of £268.34 to date
Many thanks
LEE says
Interesting, they’ve added redress to my account so it seems roughly correct but £104.52 interest has been added just today which shouldn’t be happening as they’ve upheld the complaints about the most recent three top ups!
Anyone with an outstanding balance still, check your account and the figures.
Sara (Debt Camel) says
Well… what may be happening is that interest is accruing on the previous unpaid loans! But of course that could be complatetely wrong and this could just be an error by Amigo, or a temporary problem as your complaint moves through the process.
A.n says
Hi everyone
I have a query relating to the online account section.
My account today has been updated to show settled and the current balance is a minus (roughly the redress I am expecting)
2 questions to all those who have had cash….
1. When money goes in the bank does the current balance amend to zero rather than minus?
2. How long did it take for cash to arrive after account showing as settled ?
Thanks all much appreciated
rob says
mine has also been like this since last Sunday -£967.81 but i would not like to think this is their offer as im expecting £2241.97, still no redress offer yet though (was supposed to receive this last Friday)
After a call with them today they are saying a redress offer is currently being calculated but they wont give me an updated date to expect it.
they seem to just lie to get you off the phone,
Anthony says
Amigo responded to my claim 1 day before the 8 weeks were up. They have rejected my claim outright on the initial loan and 3 tops, stating that my income/expenditure at the time did not mean I could not afford the repayments.
They have quoted my income figures as “verified”, however the figure they have quoted is significantly higher than my actual income, by iver £1000. They uave also quoted “verified” income for the top ups, but these are also significantly higher – on the final one by about £1500. I have no idea where they have got these figures from, or how they were verified.
The email stated it was their final response, however, I did reply to query the income figures and gave 3 copies of payslips from the time of the initial loan and the 1st top up.
Looking at the income figures they have, and speaking to my guarantor, it looks like they may be using the income figures of my guarantor – if true and they have shared this with me would be a serious GDPR breach and my guarantor will be raising a seperate complaint to the ICO.
Should I wait for them to respond or escalate this to the Ombudsman now?
Sorry for the long post.
Thanks
Sara (Debt Camel) says
Have you told them you think they are using the income figures for your guarantor in error? If not, be clear about this.
Anthony says
Hi Sara,
Yes i did clearly say that the figures they have are not mine, an look to be my guarantors. I asked them to send me any income info they hold for me to clarify.
I did also send them copies of my payslips from the time of the loan and top ups. Thee figures they have are way out
Gemma says
My account is closed so looks like a couple of day’s times payment and it’s all over will keep you updated and I do hope those who have waited aslong as mine especially fellowman you all deserve to be well rid of loan shark 🦈 xx
Fellowman says
I’ll raise a glass when you get it Gemma. You have earned it, hopefully soon, it’s been emotional.
Kelly says
Great news for you! When did u accept? I accepted the offer on 29th but my account isn’t settled yet x
Gemma says
Accepted last Tuesday but had a 4 week wait previous to that just for figures and a that’s has taken from December x
William says
Hi there,
Can anyone who has had their complaint dealt with as priority please give me an idea how long it took to be assigned. Was granted priority status nearly 4 weeks ago but haven’t heard from anyone at FOS as yet
Thank you in advance
Annie-Rose says
Hi all,
Just an update, I almost fell over in shock this evening, my account is showing as settled!! Now let’s wait and see if Amigo can drag it out another week before they pay out!!
I put in my complaint at the end of January 2020, I was notified that all my loans had been upheld on 15th june, got my figures on 4th July and accepted on the 6th and account showed as closed this evening.
I have my fingers and toes crossed for everyone who have been waiting a long time for their journey with Amigo to be over. It’s been HELL!!
I got my first loan 6 and a half years ago when I was on the verge of being homeless with my 2 children fleeing domestic abuse and along the way have had to have top ups to keep my head above water. Now I’m in a position of being £420 a month better off and a lump sum of 7.5k. To put it into perspective, its 4 less 12.5 night shifts I have to work a month. I’m so happy and it’s all thanks to you sara, this is the difference you’ve made to mine and my kids lives.
I will update when I’m paid and keep reading about all your journeys. Reading posts on here have really kept me going!! Thank you thank you thank you!!!
A.n says
Hi Sara
What did you think of the amigo results today in relation to their future?
I think they seem ok for the short term is how I read it.
Sara (Debt Camel) says
I’m going to listen to the investor webcast later this morning. on a first read I can’t find a figure for the number of complaints which is… surprising. but they seem to have enough cash for the short term I agree.
A.n says
Hi guys
Need help from the lucky guys who have had payment.
How long did it take from account showing as closed to payment?
My account moved to closed last night with a balance showing as a minus.
Wondering how long then for bank payment.
Thanks all
Gemma says
It will probably be either later this evening or tomorrow x
A.n says
Hi gemma thanks for response.
After you received payment does your online account now show still as a minus in current balance or now zero?
Most payments seem to be 6pm was yours the same or in the morning ?
Jonathan says
So Amigo have said essentially that they cannot find me for my loan which was cleared in 2013/2014 without an agreement number which is a shame. I have tried one last time replying that I don’t believe them and have sent it to FOS as someone else is claiming from 2010 and his details are all still on file.
I guess we will wait and see. I have nothing left in the tank now unfortunately.
ryan crombie says
I just had a complaint upheld for a loan I had in 2012 so this is complete BS from them.
Jonathan says
Did you have an agreement number of just personal details mate?
ryan crombie says
I didnt have any agreement numbers mate. don’t even live at the same address that was used for the loan agreements. I just gave them the address at the time my name and my date of birth.
Jonathan says
Thanks for the info. They have essentially said that you must have had a further relationship with them which led to them not deleting your details. I find it all very shady from their point of view.
PM says
Hi Jonathan, get a copy of your TransUnion credit report. I got mine about 6 months ago and it had loans on there from 2014. Won’t give you an agreement number but it will prove that you had a loan with them. It’s also free!
Jonathan says
Hi,
I have got all of my credit files and they go back to 2014 but none of them show Amigo anymore. Guess it is game over for me at the moment unless the when FOS contacts them it scares them to “release” my information just on the off chance they are lying.
Phil says
Hi Sara
I know you are really busy so I will try again. My Amigo loan was upheld on the 12th june and i was told that they needed to wait until the 26th to hear back from my guarantor. I would then get my figures 5 days after this. Still not heard anything.
Would you be able to work out what I should get, I’m a bit confused as they have made my guarantor an offer of £800 even though i paid him back at the time.
Loan of £2200 over 36 months @ £100.79 per month
It shouldn’t be that tricky to work out but i’m just a bit thrown about how they will work out the guarantor payment
Sara (Debt Camel) says
Your guarantor can simply decline the offer of repayment – are you on good terms with them?
Was your loan completed ? how many of the 36 payments did you make?
Phil says
Hi Sara
I haven’t spoken to him for 10 years and he has accepted the offer already.
Yes the loan was completed and I paid 28 of the 36 payments.
Sara (Debt Camel) says
If you have repaid him already, I suggest you ask him to refund you that amount. After 10 years he will be getting a lot of 8% interest as well which he can keep.
If you paid 28 payments, then you paid about 2800, so even without your guarantor payments you should get back £800 plus some 8% interest. If that is 10 years since it was settled then would be another £640.
tom says
Meant to post this 2 weeks ago. Receieved all the interest plus the 8% doo dah on my Amigo loan from 2014, after sending my complaint on the 29th Jan 2020. (loan was for £2000) Received bank transfer of £1800, so well chuffed. Thanks to all on this site for all their help!
tom.
Jonathan says
Hi tom,
Great news!! Did you have your old agreement number as they are saying that they cannot find my details. I am guessing this is a tactic hoping I will go away?
Simon says
I dont understand this at all. My complaint is 16 loans dating back to 2009…They gave me all the dates and details of mine without a problem. Surely the DSAR has this loan on it?
adam says
hi, i initially made a complaint with amigo which was rejected, i forwarded the complaint the FOS. I actually heard nothing from the FOS more than the automated response 4 weeks etc, but have received an email from amigo stating “We have now revisited your complaint and decided that, in the circumstances, we will now uphold your complaint as a matter of goodwill”. It also states “The Financial Ombudsman Service have since confirmed that you have accepted Amigo’s offer of redress” but as i haven’t spoke with the FOS this seems strange or is this the norm? the email is the same email i have received all other complaints correspondence from amigo . anybody had similar? thanks
Lou says
Hi all. I was advised by the adjudicator on 7th July that my complaint was upheld and I should hear from Amigo. It says to wait 4 weeks then contact them again if I have not heard anything. I originally complained on 12th January 2020.
I borrowed £3500 and paid 36 x £187.50. The loan was settled in September 2016, even though I struggled I managed to keep up with repayments (using other lenders, Avant and Everyday Loans)
How long am I supposed to wait now? Also any idea what my redress will be?
Many thanks.
Shaun says
Hi all.
Here’s where I’m at:
Put my complaint in March this year. Agreed redress figure on Monday 6th July and still waiting on refund of 6K + to hit the bank.
james says
hi guys and girls,
great resource, and read through everyone comments, pat yourselves on the back for guiding those in need (myself included)
I put my claim in Today, late to the scene I know, I had 4-5 amigo loans over 6-7 years, constant topping up.
I used a template and added all my agreement numbers in….so I guess its the waiting game now.
will be following this thread with interest.
Tom says
Hi,
Amigo charging “unpaid interest for non-upheld loans” is this acceptable and do they have a right to do this?
They have deducted £2.7k from my redress, which I will not be accepting.
Thanks
Sara (Debt Camel) says
no I don’t think it is right. This is happening to a lot of people, though sometimes the amounts are small – if you are getting £7k back you probably aren’t fussed if Amigo deduct £150…
Is your complaint already with the financial Ombudsman?
Tom says
I was awarded £7k in interest -£4.8k outstanding on an existing loan which they will wipe. I was left with £3k cash which they have now kept £2.7k in unpaid interest. I’ve essentially paid the entire 60 month term in interest on Loan1 when I only had it for 24 months before Loan2 settled it…
Loan1 (not upheld) £4,400 £173×24 paid. Settled with Loan 2
Loan2 (upheld) £5,000 £197×30 paid. Settled with cash £4.8k.
Loan3 (upheld) £4,5000 £197×2 paid. Settled with cash £4.6k
Loan4 (upheld) £5,000 197×9 paid. £4.8k left to settle.
I have forwarded my complaint to the FOS this afternoon for Loan1 and the unpaid interest. Up until now I had been perusing the complaint myself directly, feels like I’ve been taken advantage of.
Sara (Debt Camel) says
Amigo are doing this to a lot of people, including people going through claims companies.
QUite right to claim about bothe the first loan, if you think that was unaffordable, and this deduction for unpaid interest.
M robins says
Amigo results were dire today as claims and provisions over £250 million. They need to raise money to survive
Sara (Debt Camel) says
It isn’t clear to me that they need to raise money. They have a lot on the bank.
Fellowman says
Well it’s 7 weeks tomorrow i have been waiting for redress figures.
I’ve haven’t spoken to my adjudicator for 18 days, even though i’ve tried numerous times. All i get is we’ll pass a message on to him.
Amigo are still stonewalling me!!
E-mailed top brass with no joy.
I’ve tried twitter, facebook, instagram. Same generic response we are busy.
My complaint upheld 3rd of june after 7 months. Since then it’s been forgotten about. Like several other’s who’s decision was reversed by the FOS we have heard nothing since.
Has anybody else who had the decision upheld by FOS after Amigo rejected received anything since then????
Feel completely abandoned
Andrea says
I feel your pain, coming up 20 weeks and I’ve heard nothing at all.
Now people are posting that they had a decision and figures before 8 weeks!
Amigo are pathetic. They just keep getting away with it. If the process was fair I’d be ok but it’s so hot and miss.
Dave P says
Hi, hoping somebody could clarify something about my claim.
Loan 1 taken out July 2013 off £3000 at £146 per month.
Top up loan taken out 7 months later of £4000 at £195 per month.
Amigo have upheld the complaint of the 2nd loan but not the first.
Redress is:
Total interest £2948.76
8% interest £83.38
Tax deduction £20.84
Unpaid interest from non-upheld loan £1103.31
Total redress £1928.83
Guarantor refund £1330.51
Cash refund £598.32
What I don’t quite get is the interest from non-upheld loan, surely this carries over onto the top up and should also be refunded?
Sara (Debt Camel) says
Do you agree that the first loan was affordable, or did paying that cause the difficulties that meant you needed the top-up?
Dave P says
Hi Sara,
I’ve never admitted to them the the first loan was affordable, I put in the claim on both loans.
The top-up was needed after a car I bought with the first loan broke and needed replacing.
The interest was paid in full on the £4000 loan, so shouldn’t all interest be refunded?
Sara (Debt Camel) says
yes, the deduction for the “unpaid interest” is simply unreasonable.
The question is whether you want to only complaint about that or also complaint the first loan was unaffordable? It sounds as though you think the first loan was OK.
Dave P says
So am I best ringing and questioning the interest on the first loan? I already have the complaint logged with FOS.
The 1st loan was affordable at the time, the 2nd not so much. Is this just Amigo trying to get out of refunding me as much as the total interest I paid included interest from the first loan that was topped up.
Sara (Debt Camel) says
There isn’t any point in ringing them – others have tried and either got baffling nonsense or a straight -“well go to FOS” as a reply.
LEE says
After upholding part of my complaint, Amigo have added additional interest to the redress figure when they should not have done so rang them about it today, getting that sorted (hopefully!) Interesting comment made by one of their members of staff to me today, along the lines of ‘if we are still here in a few months’ when I was talking about sorting out DD once my payments start again and me wanting a record of the conversation on my account.
I must say though that the people I’ve spoken to so far have been nothing but friendly and helpful so I appreciate that element of the experience, even if the process has been drawn out and painful.
Here’s hoping this gets straightened out for us all, it’s mightily stressful isn’t it. :(
Gemma says
Money has hit the bank finally my journey is well and truly over! Feel like I can relax for the first time in months. Thank you Sara and I will be donating to the citizens advice xx
Fellowman says
Woo hoo. Jobs a goodun. 👏👏👏
tammy says
Hi Sara,
I have had my response back.
I had 6 loans and they have all been upheld
Total interest £6469.92
Simple interest £0
Fees and/or charges £0
Total redress payable £6469.92
Previous loan balance £6308.31
Sum of guarantor refund £1744.84
New balance after guarantor refund £0
New balance less redress £1583.23
Cash refund £0
Sara (Debt Camel) says
ok, would you like me to check those figures? If you do, this is what I need to know:
loan 1 – borrowed ? how many payments and how large, eg 3 payments of £123. Did your guarantor make any of these payments, if so how many
then seperately for each of loan 2,3,4,5,6 – borowed ? how much cas received if this was a to up? how many payments and how large? Did your guarantor make any of these payments, if so how many?
have you repaid your guarantor? are you on good terms with them?
K! says
I just wanted to say thank you so much for this site. I had my redress today. No more sleepless nights. 1st November 2019 original complaint sent. Via template from this website. Thanks Sara.
Rejected from Amigo End of February. Sent to FOS straight away, they picked it up end of May, Amigo made contact 5th June offering redress of all loans. Amigo sent this on an email again 15th June saying all loans upheld. Redress applied for through calculations team on 10th June. I received figures 14th July, Accepted 15th. Payment made this evening. Thanks again to this website and all the comments people have made. Hope this will give people some time scale to theirs. I know everyone is not the same, it will happen.
Frogman says
I can see a pending transaction of £0.01 in my account from Amigo. Has anyone else experienced this please? Complaint was upheld about 10days ago and guarantor is being refunded what they paid towards the loan. I haven’t received any figures yet but should be due a refunded. The £0.01 looks like one of those transactions to verify account.
L says
Hi Sara
We are still waiting for my mums figures to come through but I’m freaking out a bit about this unpaid interest part they seem to be adding. How are they working it out? Her first loan was for £6500 in the March and was paying £256 a month then topped up to £8500 in the July. And then topped up to £10,000 in the September but they’re only upholding loan 2 & 3.
Thank you
Cassie says
Hi
Am just wondering if anyone had any success with. Bamboo loans. Also I emailed lending stream, there said there never heard off me even though I still have debt with them that there sold to a debt collector, can I go straight to the f.o.s with this.
Many thanks x
Sara (Debt Camel) says
Is this a Bamboo guarantor loan or a normal loan?
Questions about Lending Stream are best asked on the main payday loan page https://debtcamel.co.uk/payday-loan-refunds/
Cassie says
Guarantor loan
Shelby says
Hi I had an email upholding my loans and figures all in one excepted them straight away on the 17th how long does it take for the account to be closed and refunded they said 10-15 days ?
Ryan says
Hi Sara, can you advise of what could happen here.
I had a loan upheld by Amigo. They have stated that as my guarantor has made payments towards my loan they will contact them to ask them if they wish to receive a refund. If they don’t respond within 14 days the money will remain credited to my account. I have since let them know that my guarantor at the time died in 2017 therefore wont respond. Do you think they will try and pull a fast one and keep the money anyway or will the interest from that part just go to me since they haven’t responded?
Sara (Debt Camel) says
I expect them to do as they said and leave the money credited to your account as the guarantor will not have reponded.