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
Claire says
Hope this makes more sense Sara
15.7.15 loan £1000
7-12-15 top up 2500
15.8.16 top up £3250 Cash received £1172 paid 6 x 158.57
21.2.17 top up £5000 Cash received £1860 paid 6 x 213.88
8.8.17 top up £5750 Cash received £887 83 paid 4 x 245.96
12.12.17 top up £6750 Cash received £926.20 paid 266 X 29
Sara (Debt Camel) says
ok, so ignoreing the first two loans as they aren’t offering to refund them, I make the interest you have paid is:
loan 3 £838
loan 4 £1,141
loan 5 £1,054
loan 6 £964
so that would mean the last loan is cleared and you should get a cash refund of £3,997 plus more than £150 in 8% interest.
BUT when you get the numbers, look out for a line which says “unpaid interest”. Amigo seems to be deducting this where it has upheld a top up loan but not the previous one… on very dodgy logic which I think is just wrong.
If Amigo do this to you, then your refund will be less. You can tell Amigo you want this resinstated or you will take your complaint to FOS. There are dozens of people with this probalm at FOS already.
You can also decide if you think the first two loans were really unaffordable. You may not care if you paid little interest on them, but if your case has to go to FOS because of the unreasonable deduction ofr unpaid interest, you may as well ask FOS to look at those as well unless you agree they were affordable.
claire says
so the amount I owe on loan will be cleared and get a cash amount ??
plus £150 on interest??
thanks so much Sara will let you know how much they actually offer
Sara (Debt Camel) says
yes!
KY says
Hi Sarah does this look right to you?
six loan agreements from 08/04/2010. loans and top-ups from 08/04/2010.
1 08 Apr 2010 £3,300.00 36 £151.19 Defend
2 20 Apr 2011 £3,500.00 60 £126.47 Uphold
3 12 Jan 2017 £4,000.00 24 £247.26 Uphold
4 15 Mar 2017 £6,000.00 36 £292.74 Uphold
5 09 May 2017 £8,500.00 60 £335.96 Uphold
6 06 Nov 2017 £10,000.00 60 £395.25 Uphold
Total Interest £19,196.66
8% Simple Interest (After Tax Deduction)£996.34
20% Basic Rate Tax Deduction on 8% Simple Interest£249.08
Fees and/or Charges £0.00
Unpaid Interest from non-upheld loan £1,106.37
Total Redress Payable £19,086.63
Current Loan Balance £12,410.88
Balance less Redress Settled
Cash Refund £6,675.75
Sara (Debt Camel) says
ok so that is all your loans? Amigo rejected the first as over 6 years old & your guarantor said No?
I can’t tell if the interest calculation is right – you would have to say what you had received from each top up and what payments had been made to each loan.
You may not mind the first loan not being refunded if you didn’t make many payments to it, but this line
Unpaid Interest from non-upheld loan £1,106.37
is the extra deduction that Amigo have recently invented. They are saying as they refunded loan 2, then loan 1 was never settled so they are charging you interest on that…
I think this is wrong.
You can accept the rest of the offer if you want and tell Amigo you will be sending a complaint to FOS about the unpaid interest.
FOS must have dozens of these complaints already. As soon as they make a decision on one, they may make the same decision on all the rest. My guess is that you will win this case as this strange deduction seems totally out of line with what FOS normally say.
Kyle says
Anyone have their case be picked up by the ombudsmen only for it to be dropped without you being told? Update, my case was put on priority with the ombudsman in March, they told me I would only have to wait 4 ish weeks because I’m on priority because being homeless. I chased this up because I didn’t hear much in a while. I was emailed 27th July that my case had been picked up and that they requested information from Amigo. About two weeks went by, they still hadn’t received it, so they said they would chase it up. Still nothing, so I chased up again and she said she raised it internally after the third time of being ignored. I heard nothing. I called up the FO today and the investigator told me my case was still waiting to be picked up :s??? So I said I wanted to speak to someone in charge because the investigator was no longer looking into it and she didn’t know why and said it was strange that that was the case and that I wasn’t updated about it. She said she will email the original person who was supposed to be looking into it and then get me a written response in 15 days. Anyone els had their case dropped by an FO adjudicator. :/
Original complaint with Amigo is January 4th 2020 still no reply from them
Sara (Debt Camel) says
This sounds like an error. If your complaint was being handled as a priority it should not have been dropped… well unless Amigo had told FOS they were just about to make an offer, I suppose.
Kyle says
The investigator i spoke to on the phone thought it was strange too. It shows she was down and then not anymore. I got an email from the investigator a few times with correspondence. Then when I called they said she is no longer looking into it and it’s waiting for someone to pick it up. So I said it already was stated it was picked up a month and a bit ago. Very strange. The FO I spoke to was lovely and wanted to help so she sent me emails to say what she has done.
RJ says
Hi Sara
I havent been on the thread for a while. I’m just wondering have FOS dealt with any complaints to do with unpaid interest or any complaints from Amigo where a final response has been issued in the last 3 months…..or would it be way to soon for this.
Thanks
Sara (Debt Camel) says
we are still waiting for the first FOS decision on unpaid interest. I think they have a lot of cases piling up.
RJ says
I can imagine….thanks
Alan says
Hi
Question. If you accept the redress figure . Why do they need proof of your bank account if the same account as the one you pay the loan with ? Just a bit confused.
Sara (Debt Camel) says
no idea, but it’s easier to send it to them than have an argument about it!
Alan says
I already sent it didn’t Argee just a curious question that’s all and if anyone had had the same . That was all
Ayeshah says
How do people know when they are getting their redress payment?? Is there a way to tell its about to come in??
laura says
if you log on to your account and go to statement even if you had oaid loan off it comes up a minus figure and yiu know its been processed
Lisa says
Hi Sara
I have just been telling a friend about my success with refunds on high interest loans and was shocked to hear that whilst she was only earning £98 a week and on benefits that amigo loans lent her £4,000 over 4 years. She really struggled with the repayments but the problem she has is the loan was taken out in May 2013 until May 2017. She has only just realised that she could complain but is the 6 year limit when the loan was taken or when it ended?
Sara (Debt Camel) says
Amigo runs it from when the loan is taken out – but if she sends the case to the ombudsman if Amigo reject, the ombudsman will usually accept it. Complaint template for guarantor loans Is in the article above.
Lisa says
Thank you so much for the quick reply. Should I get her to put in a data request first or just send off the complaint?
Sara (Debt Camel) says
The complaint also asks for a data request. Amigo can be slow to send these out, you don’t want to delay the complaint until you have it.
Lisa says
Hi All
Just an update on my Amigo complaint. Amigo upheld my second loan complaint but not my first so I sent it off to FOS. I have received a reply from the adjudicator saying that they uphold my first loan complaint and have given Amigo 2 weeks to respond, will keep you updated.
Sara (Debt Camel) says
when did you get the “just the second loan” response from Amigo?
Lisa says
I was wrong they refunded me the second and third loan, I forgot about the third. They replied and refunded me for those in January. It paid off the outstanding balance on loan 3. I sent it straight off to FOS in January regarding the first loan and they replied today. I thought i had the first one longer but it was only for two months before I topped up with the second loan so the refund is not that much, im surprised they rejected it as its probably on £100!
Clare says
Hi Sara, I can’t thank you enough. I stumbled across this website and followed your advice. After years of having Amigo weighing me down, I sent a complaint in., in exactly 3 weeks they have replied and up held one of my four loans. This allows my remaining balance to be paid and a cash refund. I could probably push on the other three but have decided against it. The balance being cleared alone has absolutely made my day. Thank you again for everything. To everyone else, follow Sara’s advice and best of luck x
Clare says
Sara, sorry just following on from my last email. The link doesn’t work to accept the offer, is it easier to just call? Secondly, after rereading my email, it’s seems I’m losing £2600 in unpaid interest, seems a little harsh x
Sandra says
That’s great Clare they upheld three of my five and I still had a balance of just over £1000 and unpaid interest on non upheld loans over £700 so I rejected their offer and sent it to fos always worth a go.
Clare says
Hi, thanks for your reply. Did they get upheld in the end? X
Sandra says
I only sent it onto fos few days ago so could be a long wait or a short one think it’s whenever someone picks your case up, fingers crossed for you I’ve seen a lot of people
On here have fantastic out comes through fos!
Sara (Debt Camel) says
£2600 in unpaid interest is a LOT!
This is a new deduction that Amigo has started to make in some very odd logic, not like anything FOS has ever suggested.
I suggest you tell Amigo you think this deduction is unfair and unless they reverse it you will be sending your complaint to to the ombudsman where you will also be asking for a refund on the earlier loans.
Gemma Smith says
Hi Sara.
Amigo have agreed to pay me interest plus 8% on my 3 loans, however I’m not sure whether it’s worth my guarantor (my mum) accepting the refund and giving me half then me paying amigo back in instalments. My 3 loans were as follows:
1st June 2016 £5000 pay out, £197.62 monthly payments
27th August 2016 £7500 top up £296.44 monthly payments
4th April 2017 £10000 top up, £395.25 monthly payments
(I paid from April to 24th August, my mum paid £395.25 in September and October then paid the balance of £10303.41 on 27th November clearing and settling the balance, which I’m paying her back for monthly.
Many thanks
Gemma
Sara (Debt Camel) says
Can you say how many payments you made to each of the three loans? Then I can look at the numbers for you?
Basically Amigo has to pay more 8% interest to your mum then to you, so it’s usually better if you are on good terms for her to take the refund.
Gemma says
To be honest it wasn’t many payments, maybe 4 on the first, 8 on the second and 4 on the last one. So will my mum be offered £10303 plus the 2 payments of £395 plus 8% interest on top ?
Thanks for your quick response.
Gail says
His it’s been months now for me over the 8 weeks, does anyone know what the latest is to be expected in terms of a reply as amigo are useless at saying anything!
Sandra says
I sent mine to fos just about 8 and a halve weeks with being sent to amigo and amigo responded within 10 weeks sometimes you can send it just after the eight weeks to be in the queue for the fos. Hope this helps! I rejected their offer and sent it to fos so waiting now to hear from them.
Errol Duncan says
Hi Sara
I received my redress offer from amigo on my top up loan, should of been £7700 but they are taking off £1600 for unpaid interest from the 1st loan they are defending.
Am I able to accept the cash refund and still take my complaint about the unpaid interest and the 1st loan entirely to the FOS?? Can’t seem to get an answer from amigo now.
Also if I don’t accept and just go to the FOS to complain about both loans can amigo retract their offer?
Thanks in advance
Errol
Sara (Debt Camel) says
So far Amigo are saying you can accept their offer and take your complaint about the unpaid interest to FOS.
If you send it to FOS, I don’t see how Amigo can retract their offer.
Dave says
I’m a guarantor due a refund, from Amigo, I accepted their offer of redress on the 20th July and am still waiting for the rebate. They have told me and the loan recipient that they have 35 working days to issue the refund, however reading through the comments on here I have noticed people have accepted later and been paid out already. If the sum isn’t forthcoming after the 35 working days what rights do I have on further interest? The sum involved is £5400 + the 8% interest.
Thanks in advance.
Frogman says
Hi Dave,
My guarantor accepted 9th of July and still no refund. You are not alone.
Brett says
Hi, I claimed via resolver a couple of weeks ago and got a reply last week saying that 2 were upheld and 2 were defended. Original loan was back in dec 2011 which they are defending,top up dec 2012 (uphold) top up feb 2014(uphold),top up dec 2014(defend). Now I can understand defending the original loan but don’t get how they can uphold the next 2 top ups and defend the biggest one when payments were even higher and my financial situation was if anything slightly worse.
12 Dec 2011 £3,000.00 36 £146.37 Defend
20 Dec 2012 £3,750.00 48 £160.41 Uphold
24 Feb 2014 £4,500.00 36 £219.55 Uphold
04 Dec 2014 £6,500.00 60 £256.91 Defend
The loans are paid off last year but the settlement?
Total Interest £3096.50
8% Simple Interest (After Tax Deduction) £0.00
20% Basic Rate Tax Deduction on 8% Simple Interest
Fees and/or Charges £0.00
Unpaid Interest from non-upheld loan £994.33
Total redress payable £2102.17
Current Loan Balance £0.00
Balance less Redress £0.00
Whats the unpaid interest all about when everything is paid off and I thought its 8% on top? Also if they are upholding the 2 middle ones then surely the big one should be upheld also?
Should and can I accept the offer and send it to the FOS for further complaint or just take whats there?
Many thanks for any advice.
Sara (Debt Camel) says
As the loans are paid off and they agree they owe you money there should be some 8% amount added to this. I have no idea why it hasn’t been. I suggest you go back and ask.
At the moment Amigo seems prepared to pay out the amount they have calculated and let you take the complaint about the unpaid interest and other loans to the ombudsman. As the interest on the last loan is likely to be over 6k, that is a huge amount extra you could get.
Brett says
Hi Sara, logged on to the amigo app this morning and rejected the offer and escalated it to the FO via resolver. Will let folks know if and when I get news. Thanks for the input.
Joe says
Hi Sara,
Heard from FOS on my Buddy Loans complaint – they disagreed with Buddy Loans and agree that the loan given was unaffordable and have instructed that Buddy Loans should refund all interest and charges to me, but accept that the amount I was loaned and has been paid back isn’t included. Does this sound about right? I am simply now making payments (or will be resuming shortly after payment holidays) for interest, having already paid the full amount I borrowed…
It was an investigator – am i best to accept this outcome or ask an adjudicator to look at being refunded the entire loan that I’ve paid for as I’d argue I shouldn’t have been given it in the first place, which the investigator actually states in their outcome letter?
Sara (Debt Camel) says
You will only get a refund of the interest you have paid. It is VERY rare (like one case in a thousand) for someone to get a refund of the amount they actually borrowed and I haven’t seen one with a guarantor loan.
Joe says
Fair enough – wasn’t actually sure what would be offered, so wanted to check. I assume Buddy Loans would disagree seeing as they completely shut down my complaint to them, which possibly means an adjudicator? Not sure on process, which is why I’m asking.
Sara (Debt Camel) says
Your decision is from an adjudicator – that term and investigator are used interchangeably. If BL reject its will go to the second-level and be considered by an Ombudsman. Hopefully BL won’t drag it out!
Leanne says
Hi,
I accepted my redress last night and my account automatically showed my refund on the statement and my account is now settled and closed. Will my payment be made sooner than 15 days now that the account is showing as settled?
Anon says
I had the same this eve – I accepted online even though I’d already accepted over phone.
Now shows refund on the statement… let’s see if it’s 15 days more to wait
Debs says
I accepted last Friday and was paid out today
Leanne says
I have now been told this should be paid today by 6pm.
Praying mine goes in soon 😢
I accepted online on Saturday.
Amie says
My refund was in my bank working 3 days
Leanne says
I’m still waiting 😩 Accepted Saturday
Andrea says
Hi, how’s everyone getting on with TFS anyone had any results?
Mine was picked up 3 weeks ago by my adjudicator and he’s given them till the 31st August to come back after he ruled against their over 6 years claim.
We have not had a response from them as yet.
Just wondering how others claims have gone.
AM says
Hi mine is at 11 weeks with TFS and no response other than the standard letter at 8 weeks saying they want another 4 weeks.
Sent to FOS at 8 weeks and still waitobf
Andrea says
Ahh ok so they are behind then, I’ve waited 5-6 months for the FOS to pick mine up
A Salik says
Don’t hold your breathe about time scales. I started my complaint with Tfs last October 2019. Tfs declined my affordability complaint after taking full 8 weeks. I referred it to the fos in Jan. On 23rd July fos adjudicator ruled in my favour. Have spent numerous hours chasing both with no luck. Have no idea if tfs is accepting the recommendations. It be a full year next month
Claire says
I’ve been waiting since last july with amigos.
Adjudication agreeded I was mus-sold…amigos ignore now ive been on tge final ombusman list since April! Absolutely nightmare. I kept paying for the first 12 month but havnt since May so my instrested is going uo daily!
Andrea says
Wow thanks for the update, They have contacted my adjudicator stating they have new staff and need till the 25th September to reply lol
wont hold my breath then.
Mick says
Hello
My guarantor accepted a offer last month, do they have to wait for my offer to be accepted or rejected before there paid out?
Carina says
Has anyone complained back to Amigo about the ‘unpaid interest from non-upheld loan’ figure and been paid out on it? I don’t see how they can recharge interest on a loan that’s been paid in full using a top-up.
I’ve gone back to them on it but wondered if anyone else had been successful?
Sara (Debt Camel) says
Amigo refuses to budge. But you can send a complaint to the Finacial Ombudsman and say the unpaid interest is unfair and you want it removed. And as you have to go to FOS, think about complaining that the first loan was also unaffordable!
Carina says
Thanks Sara, there’s actually 2 they’ve not upheld so will dispute both of those as well.
Thanks again
Clare says
Hi, I just wanted to share something interesting that amigo put in my reply.
They rejected my first two loans but accepted the third. I got a very detailed reply about all three. However part of their reply said. We note from your records you have never missed payments on any of these loans, this indicates to us that the loans were affordable. Which I believe is quite unfair. I never missed a payment before Because I never wanted my guarantor to be affected. Still doesn’t mean they were affordable!!!
Also, due to being so desperate to get this loan settled, I am accepting their offer, even with £2600 unpaid interest charge. Do I wipe out any charges of ever getting this back by accepting?
All in all I can’t complain though as this has all been done in under 3 weeks.
Sara (Debt Camel) says
They agree the current loan is unaffordable?
clare says
yes they have upheld it.
Sara (Debt Camel) says
In that case you can still take this complaint to FOS and ask for the unpaid interest to be removed and for the previous two loans to be considered . Amigo will be releasing your guarantor, and reduducing the balance to zero. This happens even if your case goes to FOS.
“We note from your records you have never missed payments on any of these loans, this indicates to us that the loans were affordable.”
As you say,, this has NOTHING to do with whether the loans were affordable or not.
karl says
Hi, I was after a bit of advice if possible. I’ve had a complaint to Amigo upheld for all loans i have had, as part of the redress they have agreed to remove all adverse information held by credit agencies regarding these loans. I am still waiting on the redress payment but I have since been late with one payment and they are now threatening to report the late payment to the credit agencies as a default, as they have agreed to remove all adverse information regarding all loans will they still to be able to report this late payment as a default??
Sara (Debt Camel) says
So after the redress the balance will be cleared? In that case, you shouldn’t have a problem with not paying them as they have agreed that you don’t owe them any money!
karl says
Yes, the redress payment covers the outstanding balance plus additional monies to be refunded.
IAN POOLEY says
my account has just gone to 0 today but no money in the bank how long should it rake i accepted the redress on the 9th of july
Keith says
I’m getting very frustrated also. I accepted my redress on 4th August and we are now well past the supposed 20 working days it was going to take. They can’t give you an useful information over the phone and nobody replies to the emails. Shambles
ian pooley says
update money went into my account at 6pm today long wait over relief
from accepting offer on 9th july
Alexander lee says
Tomorrow will mark 30 weeks with no decision. FoS have finally said anigo has sent them ‘some information after missing 4 deadlines given by the FOS.
General question, for people complaining, are there many of us in the same boat at 30 weeks, or are amigo generally getting those sorted?
Kyle says
Yh same boat, I’m on the 36 weeks mark, my FO picked up my case, then requested information from Amigo two times and was ignored then referred it higher for a third time, still no reply and then my FO dropped my case to be picked up by another FO adjudicator. Amigo are randomly sorting them out, it’s pot luck with who ever you get I guess.
Em says
My husband is in the same boat. Week 28 this week. When he rings amigo they fob him off or he just gets the same response we cant say how long it will be until we hear anything. When he emails them they dont even email him back. Hasnt been picked up with fons yet either.
Simon says
Unfortunately I had to complain with very strongly worded emails to FOS as they appear at times to let Amigo do as they please. It was amazing how quick my Bus6file turned up when somebody higher up the chain requested it….The whole process is horrendous from complaint to payout….They tell people up to 35 days then pay people within 2 days and others are waiting 2 months and still nothing. Stick with it
Siobhan McMurdo says
Mine has been ongoing since early 2019. Only now have Amigo handed info to my adjudicator.
Craig says
Hi
I complained to Amigo regarding my loan and they have rejected my case. this sounds stupid, but when taking to the FOS where do i start. the link provided doesnt explain where to click from there.
Many thanks
Craig
Sara (Debt Camel) says
https://help.financial-ombudsman.org.uk/help
clare says
Another update on my situation. As I mentioned before my redress offer was sent to me in less than 3 weeks of logging my complaint. but with a massive charge for unpaid interest
However, very hastily I did accept the offer as was keen to get the loan cleared etc.
I only accepted at 9am this morning and within the hour the money was in my bank and the loan showing as complete?
I feel this is really odd as people are waiting so long, have they done this fast as they know they are charging me too much in the unpaid interest? Literally the money was in my account before I got off the phone.
Sara (Debt Camel) says
Go back to them and say you have now found out what the unpaid interest charge is and that you will be disputing it with the ombudsman.
Becky Jarman says
Do you mind me asking how much unpaid interest you were charged? I’m still awaiting very overdue redress figures and am really anxious about how much unpaid interest they are going to take off. I just want an end to it all and am desperate for it to all end so I know I am quite likely to accept it just to get it finished.
Sara (Debt Camel) says
hi Becky, how many of your loans have they agreed to refund?
Becky Jarman says
I had original loan in Feb 2013 for £2500 (not upheld), top up October 2013 to £5000 (not upheld), top up October 2015 to £7000 (upheld). I have no idea how much I should be expecting back and am petrified of the outstanding interest from 1 and 2. I’ve paid £12500 towards upheld loan 3 and still have a balance of £4200.
Sara (Debt Camel) says
Well if it wasn’t for the unpaid interest deduction the last loan should be wiped and you should get a refund if 12500-7000 = £5,500.
When you get the numbers, you can tell Amigo you don’t accept the unpaid interest is fair and send the complaint to the Ombudsman. Also consider if the first two loans are really affordable, if not ask the Ombudsman to look at them too.
Becky Jarman says
Thanks Sara. Would I have to reject their offer to be able to complain or can I accept what they offer so that at least my account is closed and then go to the ombudsman? To be honest I can never see it ever getting to that point. I can’t lie, I’m so jealous of people getting conclusions and paid out so fast when I’ve been waiting months and months. I’m pleased for them that they haven’t got to sit with this constant knot in their stomach but it all just seems so unfair.
Sara (Debt Camel) says
At the moment you don’t know what the offer is – it’s lot easier to think about your options when you do. But if the last loan is being refunded than your guarantor is being released. Amigo usually says you can Accept the offer and take the complaint about the unpaid interest to FOS. Or shred people have said they reject an offer, Amigo seems to reduce the outstanding balance anyway.
Clare says
Just over £2300 in unpaid interest.
Samantha says
Mine were due the same day as yours and I still haven’t received my figures either!
Becky Jarman says
So frustrating 😢
Sara (Debt Camel) says
If this is BL, please see my reply to your previous comment: https://debtcamel.co.uk/amigo-complaints-by-guarantor/comment-page-6/#comment-384785.
You need to wait until the borrower has a response.
T says
I accepted on the 14th of August and was paid out on the 3rd of Sept.
I rang them on the 1st and told the lady in the Claims department that the delay was causing me further financial hardship and I was behind on my main Bill’s….rent/water/gas/council tax. All true by the way. Anyway she said she would send an email to the processing department to see what they could do. Low and behold they paid out 48hrs later. Whether the email made a difference or not I dont know but it’s worth a go if you want to try.
I’ve been told many different lines by different operators at amigo from “there are multiple queues to settle accounts” to “they batch settle accounts based on the date you exept the redress” all lies to keep you waiting I think.
Best of luck guys/gals
Chris says
I have been supporting a client in a case where the guarantor is owed a redress of around £25 to £30,000 and the guarantor is adamant that if he is not paid out quickly then he will be asking a debt recovery company visit their offices to collect payment as they did nothing but harass borrower and guarantor when they owed money. There appears to be zero method to their paying out.
Anon says
I accepted my redress on the 18/8/20
I have just logged into my account and it said I have a redress offer to accept… and can I fill in my bank details.
I have done done and it then stated another 15 days for payment? Has anyone else had this as I got told 20 days on the 18th aug when I rang to accept.
Dave says
I accepted the redress offer on 20th July and am still waiting, first I was told 15 days, then 20 working days, then 35 working days which has now expired too and still no sign. Some posts have indicated from accepting the payment is made in a few hours or days but seems they are the exception rather than the rule.
Spoke to them today and was assured it was being chased and the payments team would provide an update and it would be relayed but nothing yet……another call being made in the morning.
@Sara – can further interest payments be pursued when redress payments are being dragged out?
Sara (Debt Camel) says
can further interest payments be pursued when redress payments are being dragged out?
Are you asking If Amigo can pursue fir interest on the loan that hasn’t yet been settled but will be by the redress.
Or if you can get Amigo to pay you additional 8% interest?
Dave says
Hi Sara
Thanks for the reply, apologies for not being clear. I was referring to my rights to charge Amigo an additional late payment fee (not necessarily 8%), in a commercial setting I believe 0.8% daily interest can be applied but as a non-commercial entity (I.e me) could that still apply? The reason I ask is perhaps Amigo would speed up their payment if the value was increasing daily until they returned the funds.
Sara (Debt Camel) says
Late payment fees in commercial contracts do not apply here. And in any case they are never 0.8% per day!
You could say the calculated 8% is incorrect and needs to be reworked but it would be a tiny amount and it could further delay your payment…
Kirstie says
Hi, I was just wondering if anyone else had this type of response from amigo? I have had a email to say all my loans are being upheld (which is great) I’m waiting for the redress figure which was meant to be with me no later than 5 working days after the 26th August, which has obviously passed now, So I’ve sent a polite email asking for a update and I received this email today…… As you raised your case with the FOS the time frame there isn’t accurate once it goes to that point it does take longer. We are working to get you a resolution as quickly as possible.
Yes I sent me complaint to FOS at week 8 but I haven’t heard anything back from them, they haven’t been involved at all, I just thought it was a weird response?!
Sara (Debt Camel) says
Weird indeed – it doesn’t make any sense. At a guess it is another example of someone on the phone just inventing something to tell you.
Jacs says
I’m on week 34 and no further forward with either Amigo or the FOS.
I got a reply from Amigo last week saying…
I’m really sorry, but I don’t have any further updates at the moment. I can see that this is being dealt with by the FOS, you may contact the Adjudicator for an update. Due to the Covid -19 situation, we have a back log of cases, so we are currently behind the normal 8 week response time. However, we have hired more staff and resources to speed things up and get back on track asap. I apologise for this delay.
Jacs says
Sorry – 2nd part of message:
My latest reply from the FOS which I received today said…
Your comments have been noted and I can confirm that your complaint file is currently in the Admin team waiting to be passed to an investigator. In fairness to all our customers, complaints are progressed in order according to the date they arrive in the Admin team.
I can assure you that your complaint is progressing here at the Financial Ombudsman Service. We have requested the file of papers from the business to complete your case file and to avoid further delays at the assessment stage. When your complaint is assigned to an investigator, they will contact you directly. In the meantime, we will keep you informed of any progress. Given the current circumstances around the coronavirus outbreak, it will take us longer than usual to get back to you.
It’s so frustrating. I also got a message saying my “breathing space” can be extended another month – meaning my next payment will be due at the end of October – same as Amigo’s deadline for dealing with their backlog of complaints.
Arlene says
Hi Sara could u help me on this one a was told off amigo that a had to wait for my figures as they give guarantor 14 days is this 14 working days or just days as they have said a will get mine no later than 5 days after the 15th which will be more than 14 days a feel if amigo are stalking now
Sara (Debt Camel) says
I don’t know. People have had incredibly random results. A lot of the comments here relate to delays, these are very real but the apparent high number may be simply because people who are sorted out fast post once, but people who aren’t keep on posting.
frogman says
Complaint upheld on 09/07/2020, guarantor got figures the same day and accepted.
I was told in my own email on that day that I will get my figures 5 days after 23/07./2020 (This is the two weeks for guarantor to accept)
I didn’t hear from them until 10/08/2020 when I got my figures, I accepted the same day.
Nothing since then, now past the 20 working days after I accepted.
I hope the above gives you some comfort. Sara is right, they are not working in an orderly fashion and I have read people hear getting paid within days of accepting.
Molly says
Hi Sara,
I put in a complaint using your template back in February as my ex forced me to do it and he was there when they contacted me etc. So I even rang up Amigos and went through my expenditure and they said that I could not afford it. I have been on furlough and my hours have been cut and I am now getting £200 less a month and I can barely survive and now I have been told that my complaint was not accepted. Now I am worried. My ex but so much strain on me to the point on medication and I cannot even contact him and now I do not know what to do
Sara (Debt Camel) says
Have you sent your complaint to the Ombudsman? This may take a while to get sorted but the sooner it is started the sooner it will be looked at.
So your ex has stopped paying and Amigo are asking you to?
Do you have other problem debts as well?
Tom says
Dear Sara,
I am looking for some advice about where I currently stand with Amigo.
I have made a complaint to them about an unaffordable £6500 loan, when I was already in approx £30k of debt, with (at the time) 1x CCJ (satisfied). However, I sent this to FOS as they did not meet the 8 week deadline. On approx week 9, they returned and did not uphold my complaint, however, this had already gone to FOS and I am currently awaiting a Case Handler so that I can update them on the final response I have received.
However, my issues are these, firstly, when I originally complained, I also asked for a SAR as per your advice which I understand they must provide within 1 month, however, they took over 2 months to provide this.
Secondly, I have emailed my Account Manager at Amigo approx 2 weeks ago, stating that the loans are still unaffordable and that I need help with managing the balance, asking if they can provide me with some options on how to help and I have been ignored with no response.
I was thinking that I will pass these bits of information to FOS when they assign a Case Handler as thye may improve my case, but is there anything I should be doing in the meantime?
Thanks,
Tom
Sara (Debt Camel) says
How many loans did you have?
The delay in sending your SAR is annoying but it will make little difference to FOS’s decision.
What is your current financial position?
What is your guarantor’s current financial position? And what was their situation back when the current loan was given – at that point could they have afforded to make all the loan repayments?
Siobhan McMurdo says
Amigo have finally got back to FOS with details of my loan. It was an old loan when they were FLM. I provided bank statements but understandably FOS have asked for bank statements a month prior and month after I took out the loan. Just waiting for my bank to send me these. I had two other loans and 3 provident loans at the time Amigo gave me the loan as well as taking out pay day loans before and during the loan. My credit outgoings were approx £650 a month, my salary at the time was £1000 and I was made redundant 3 months after I took out the loan and Amigo in no way offered any help. What are the chances FOS will uphold my complaint? It was just the one loan but with already have numerous agreements with other creditors and having so much money going out already.
Sara (Debt Camel) says
These cases are all very individual – it will depend on the details. Your salary sounds very low for that level of credit outgoings. I don’t think me guessing the chance of you winning would be at all helpful, you are in the middle of a process and you just need to follow it through.
You may also want to look at a complaint against Provident if you have more than just 2 loans from them?
Siobhan McMurdo says
I had A Provident complaint upheld and refunded earlier this year.
If adjudicator finds in my decision, how will they contact my guarantor? It was my mum, think she made about 3 payments. Will I need to give them her email address?
Thanks
Sara (Debt Camel) says
Amigo would normally have the contact details for your guarantor.
RR says
can we use the same template if I have and my cousin have complaints?
Sara (Debt Camel) says
I am not sure what you are asking. Are you and your cousin both borrowers of Amigo loans? If you are then you can both send in a separate complaint using the template above.
Or are you the borrower and your cousin is your guarantor?
ian pooley says
Did anyone have a 1p paid into their bank account and then get full redress late the same day ?
Simon says
The 1p will be them verifying your bank account that they tell you takes 10 days to confirm checks!! What a company
Anne says
Hi Sara,
I cannot thank you enough for this site.
I made a complaint against Amigo 3 weeks ago and I had a response from them today offering an amount just over 8k after which they had taken my outstanding loan off left 2k redress.
I accepted the offer and no word of a lie the money was in my account less than 2 hours later!
Many thanks to you once agian and keep up the good work
Laura says
OMG amazed! , complained direct to amigo on 24th August , had a reply yesterday offering full redress of all interest on main loan and the top up , I accepted and within 4 hours the cash was in my bank! – can believe how fast they handled my claim 3k better off – massive help towards my house deposit :)
LEANNE HUDSON says
Hello, what time did the money go into your bank yesterday if you dont mind me asking?
I have been told for the past 2 days i would be paid but still nothing..!
laura butler says
it was in my account by 4pm the same day as i accepted – i bank with natwest if that helps too
Scott says
I reckon they are making recent cases a priority to avoid more fines from FOS. If the FOS regulate the same way as energy ombudsman then companies will be charged for each case that is escalated to them. Sara will have a better understanding of this but this is my observation based on reports of people receiving payments on same day as redress yet most of us seem to be waiting weeks
Sara (Debt Camel) says
Amigo have told the regulator they will have cleared the complaint backlog by the end of October, so they have to be looking at very recent cases now, not just old ones.
I think the payments are simply random. Some people’s get stick for no good reason.
Frogman says
They are sick in the head, just got off the phone with them and all they can say is they will chase up for me, the people actually paying out the money must be aliens, they can’t be human.
Leanne says
Frogman I have got to agree with you.! They are shocking.! I am going to continue ringing throughout the day. I know this won’t get me anywhere but someone must know something.!!!
Gemma says
Does anyone have any updates on how long after a guarantor accepts a refund before being paid out ? Or is it different for everyone and they are just paying as and when they want ? Thanks
Frogman says
Hi Gemma,
Read my timeline above if it’s of any help. I first complained in January. Its VERY random with Amigo
Gemma says
Thanks. My mum is my guarantor so is awaiting a letter regarding her refund of payments made. I have 5 working days from today to hear back regarding my own redress. Just wasn’t sure if guarantors were paid refunds quicker than “us” if you get what I mean.
Chris says
This is absolutely shocking treatment. Paying out people in a day and having total disregard for people who have been waiting am age to be reimbursed.
frogman says
I don’t think there’s much anyone can do unfortunately, well, maybe marking a court claim, but then you’ll have to pay depending on how much you are claiming and God knows how long that process takes. For FOS, does it just stop at asking Amigo to refund?
Sara (Debt Camel) says
last year the average court claim that was defended took 9 month to go to court. And that was before Covid-19 delays.
if you can get a Final Decision from an Ombudsman there is a quicker process of enforcing it via the courts than making Claim.
frogaman says
In that case, should we be going back to FOS then if Amigo is refusing to pay? Surely this can’t go on forever.
Sara (Debt Camel) says
it isn’t going to go on forever, this is just a very strange period where Amigo is scrambling to deal with a lot of complaints as fast as possible. My guess is that to FOS, trying to intervene in an already messy process to get a few people paid faster doesn’t seem like a good use of their time and may even be counterproductive if it moves you from some workflow process to another one. I would expect that soon Amigo will be into mop-up mode, trying to resolve the ones that have fallen through the cracks for some reason. And FOS will pick up the ones that don’t get resolved.
Sorry, I know that must sound like an apology for Amigo, but this is the third big mass refund I have seen and both of the others have been pretty chaotic as well.
Arlene says
You actually wonder how they can get away with it as all ave seen all day is people getting paid out the day they accept
Bc says
Has anyone had to have the FOS make the final decision as amigo haven’t kept up with deadlines ? August 12th FOS said it would be passed to another adjucator to look at and give it as a final decision to amigo ? If so how long did it take
Much appreciated thanks
pol says
Hi BC, mine has been 2 months with the fos so far waiting for final decision. I was told it could take several months so its just a waiting game I’m afraid
Bc says
Wow ,
My complaints been ongoing since October 2019 going to be a year at least crazy yet people are getting results in few weeks shocking really
frogman says
Hi Sara,
I can understand them taking a long time to sort out complaints and I am sure most people do too. It must be hard work digging out these historic loans and investigating them, however, what I don’t understand is the refund process. 35 working days for guarantor and 20 working days for the borrower? that’s nothing but a joke. It’s a different matter if they are working like my friends Lending Stream that say 28days and take it to the wire beofre paying up. For refunds to go going over 35 working days whilst some people are paid within days is nothing but a total disgrace.
R whittaker says
Hi just want to say thanks to Sara and to this website. Complained on the 5th of august for 3 loans, got two upheld this morning, accepted at dinner time £1800 loan paid and £10,712 in redress. Just check my amigo account all paid and cleared and money just gone into my account! Thanks again good luck to everyone else 🤞
Am says
Hi Sara
Can you help and apologies if this is the wrong thread
I put a complaint in to TFS loans and they have declined it, in the response they talk about fraud and prosecution if I provided the wrong information when I applied with my expenditure. I am quite sure everything I said was as accurate as I thought but this response has now scared me into thinking I should not proceed any further with the FOS.
They have said that as I made all payments on time then there is not an affordability issue, but they have failed to realise I have fallen behind on other priority bills as I did not want to let my guarantor have to pay
Should I proceed or just accept their final response
Sara (Debt Camel) says
I don’t think you should let yourself be scared by that. Several lenders say this to everyone to try to put people off – so far as I am aware no-one has had any trouble if they have sent the case to FOS.
Also there are many reasons why an application may be inaccurate – see https://debtcamel.co.uk/payday-lender-says-lied/. That is why the ombudsman usually says for large loans the lender should verify what they are told, not just accept it.
They have said that as I made all payments on time then there is not an affordability issue,
That is quite wrong. Paying a loan does not indicate it was affordable if you were getting into debt elsewhere.
Am says
They said they checked my payslip and checked my credit record and saw my mortgage was up to date and other defaults were satisfied and as it was my first loan they had no reason to think it was not affordable, I sent my bank statements that shoewed a very large amount of gambling but have not mentioned it at all, they just said the opening and closing balance show that I had £6 spare
Sara (Debt Camel) says
£6!
Send this to the Ombudsman. It sounds like a strong case and they are just trying to bluff you into dropping it.
Kim southern says
I ve just had my claim denied. I am the guarantor. I rely solely on benefits I receive pension credits and disability living allowance that’s my only income then time of loan and now. But they claim the repayments were affordable to me
Sara (Debt Camel) says
Send your complaint to the Ombudsman. If Amigo knew you were disabled they should have asked specifically about the extra costs of disability you have to pay.
Are you having to make payments at the moment?
Kimsouthern says
Not at the moment the borrower is on payment break till November however this complaint went In April and just received the reply
So I respond stating that. Or just go to ombudsman sorry so many questions I’m new to all this I just want removing as it causes much stress to me and borrower as they are my and partners carer
Sara (Debt Camel) says
You are the guarantor for your carer? Did you feel psychologically pressured into becoming the guarantor because you were concerned they might leave or something if you said No? If you did, you should explain this to the ombudsman.
If the borrower is finding this very difficult to pay and stressful, they too could make a complaint that it was unaffordable for them. If they win this you are released as guarantor (a win for you) and they can then make a lower more affordable payment arrangement and the interest is removed, so they have to pay a lot less (a win for them).
Kim southern says
No borrower on break till November.
Should I reply to email stating my benefit status which they actually know about. ? Apologies if already replied this is all new to me
Sara (Debt Camel) says
No if they already knew it Amigo don’t seem to be reconsidering rejections if you go back and try to reason with them.
Alexis says
Accepted my redress at 4pm , in bank by 5pm ….. dont give up hope peeps …. thankyoy so much Sara for advice …. Great help !!
Leanne says
Wow.! You accepted today and got payment today?
Alexis says
Yes Leanne , recieved figures at 4pm rang straight away to accept was told to allow 15 working days but lady said to keep an eye on bank so checked at 5pm and money was in !
Kelly says
Hi are you the guarantor or the borrower? My guarantor accepted last Thursday a day after offer. My complaint was real with in 7 weeks which was far quicker than I expected, 4 loans all upheld under affordability complaint. My current balance is 11k, he’s accepted 4k so my balance will increase to 15k then awaiting my redress offer. Expecting to be around 5-6k left outstanding but at interest free I’m so relieved.
alexis says
I’m the borrower , my guarantor accepted on 20th August but they leave 15 days in case they change mind , I received my redress today , accepted today then also paid out today … keep checking your bank once you’ve accepted redress , ive read quite a few people been paid out almost instantly once accepted redress
Gemma says
How are people receiving their redress offers (or refund offers if a guarantor) is it an email or letter in the post ?
Thanks
alexis says
All done by email
Frogman says
After some heavily worded emails to Amigo yesterday, I got the below. I will be the first to call in today again.
Apologies for any miscommunication over the couple of weeks and if there has been a few different time frames advised. I understand this is frustrating as you may have been told different things, so I thought it would be best to give you a run down on the full borrower/guarantor redress timeline. I have tried to keep short in bullet points for you.
Day 0 – when we issued our Final Response to you and a redress offer to your guarantor. This is what we call Day 0.
Days 0 – 14 – This is the time we allow for the guarantor to accept or decline the redress offer. Once day 14 has passed, the offer expires and we move on to the next phase.
Days 15 – 21 – This is after the guarantors redress offer has expired and we will work out your redress from the response they have given. Please note if a guarantor was to reply on day 0, for example, we would have to wait for the offer to expire in any case they change their mind or have any further questions to ask. .
Days 22 – 35 – This is the time frame we allow for you to respond to your redress offer or for you to ask any questions in which you might have.
Days 36 – 49 – This is the time frame we allow for our transactions team to process and issue the refund to you and your guarantor.
Arlene says
I got this as well which has now went from 35 days up to 49 it’s a joke wen people being paid same day xx
Chris says
That is inconsistent to what I have read…its states 35 days on everything they send.
Case I have seen was accepted by Guarantor and borrower on same day so how does that fit with their timescale? They have until 6pm tomorrow evening to pay or the guarantor is sending in collection agency to their Bournemouth office to recover the balance.
Gemma says
My mum (who is my guarantor) hasn’t received an email from them regarding her refund. My final response letter was dated 26/8/2020 , so does that mean the 14 days have passed (or are they using “working days”) is there anyone she can contact to ask where her refund offer is? Thanks
Sara (Debt Camel) says
She needs to phone them up and ask why she has not had this letter/email.
Gemma says
Thanks Sara , I will get her to phone up this morning, because yesterday would have been the 14th day, however if they go off working days today would be day9/10
Is there a specific email address they send from so she can do another search?
Also, if a guarantor declines an offer, or the timescale has passed and they havnt received anything, I noted that their payments stay credited to the loan. Does this mean they take these payments into consideration when calculating a redress offer for the borrower?
Matt says
Hello everybody,
thank you Sara for your advice, I sent the complain on 19 August , on 21 August I received 2 emails saying that they have my complain and let them time 8 weeks to investigate. I mention about my gambling problem, I attached arround 12 bank statements before and after loans/top up. What was weird , I complained how their loans affected my health and the fact when I was furlough they didn’t hold my account for 3 months , they sent an email asking if I contacted my GP and if they can help me somehow. Is this a standard message or they are trying to speak with me in private ? They said something like give us a call if we can help you with something. Many thanks
Gemma says
My mum rang and they said they sent it on the 26th but she hasn’t received anything and they said there’s nothing they can do as the 14 days have passed . Which would have been yesterday. Is there anything she can do?
Sara (Debt Camel) says
Well your mum could put in a complaint saying she never received the offer from them… But have you tried phoning up and saying that you wanted your mum to be paid so why can they not send her the offer by email now?
Amie says
Just want to say a massive thank you! I found this site and used the templates to complain about my £10k top up loan with Amigo that I have been paying for 2 1/2 years with the same amount of time again to pay. I wasn’t planning on complaining and was convinced they would no uphold it but I received my confirmation email after 12 weeks with a refund offer of £3.5k and my loan was closed down.
I now have £395 more a month to save for my house deposit and am completely debt free after paying a few other bits with my refund.
I struggled with gambling for years and got myself into a whole and used Amigos to condense my loans but would have ended up paying over £20k back, I thought I would never see the back of my mistakes but I can now move forward.
I would advise anyone to try this as you never know what might happen.
Thanks again for all the advise it really did help my case.
matt says
I am happy to hear that. Please can you tell me how long took all the process , i had a gambling problem too and same story as yours. Please can you tell me what documents you ve attached to your complain?
Amie says
Hi Matt, I copied the template at the top of this page along with bank statements from 3 months before my first loan all the way to 3 months after my last top up and explained that my situation would have been stopped if bank statements were requested by them but please try and add as much info as It helps the case.
I sent the email on 31st May and they emailed back saying they will look and emailed again week 8 saying they are still looking at it, I had a reply on 1st Sept with an offer and I accepted the same day. I received the paid within 3 days to my bank. So in total 3 months.
All the best with your case!!!
Matt says
Thank you very much ! From 31th May till September did you had any news from them ? In this time they keep you updated ? Why I am asking , Normally they have 8 weeks limit time to reply , I am not sure what to do in case I don’t have an answer from them in these 8 weeks of waiting.. To wait or to ask more details or to send forward to Ombudsmen. Best regards xx
Amie says
Hi Matt,
You will need to go through Amigo before you think about Ombudsman.
Yes they emailed after a few days to say that’d received the case, they have 8 weeks to let you know a decision or let you know they haven’t finished it yet. They have had thousands of complaints to go through which is why I think it took 12 and not 8 but they will answer you and they did tell me week 8 and week 10 they were still looking at it.
You can go to ombudsman if you don’t like the decision or if they haven’t finished after 8 weeks but you still have the option with ombudsman after the 8 weeks if you wait for their decision and still decide you don’t like it.
They tell you this on the emails they send.
Personally I would probably start writing the complaint and send ASAP in case they end up going under.
Lisa Radjenovic says
That’s great for everyone I started my complaint 4th May! And it’s been upheld but nothing I am now in the process of taking it to court, this was for unfair charges fees for a broker to look over on all applications letters sent to each customer they charge £25 per letter, if someone ever came to your home it’s another £100, plus the extortionate interest and hidden charges on top it is high in the press and I’ve just spoken to the Financial ombudsman team and it appears Amigo is very popular!
My son is a solicitor and I’ve had to get him to prepare legal paperwork now
It was upheld they said they sent a letter out no letter I asked if it could be emailed they said no I said it’s been 4 months over 4 months it’s with the transaction dept then it’s from one to another they have massive problems!
Why can’t the offer letter be emailed and a simple yes or no from me and it’s done but I won’t stop I’ve left reviews everywhere and also advised people check those charges and go through free resolver everyone make a claim!
Adam R says
Hi there, I’m after some advice so any help would be greatly appreciated.
I sent my complaint for irresponsible lending to the FOS. Amigo have dragged there feet sending over the requested documents to them. After a month and a half since requested, they have sent an offer to the FOS. I’m just wanting to understand it a little better. My first loan was for [£1,500] in [March 2018].
I then took a top up of [£2,000] in [July 2018].
Settlement of old agreement (£1,500)
£1,336.19
Payout from £2,000
£663.81
I currently owe Balance to settle
£656.84
Sara (Debt Camel) says
Hi Adam,
is the offer to refund both loans?
Do you know how many monthly payments you made to each, eg 4 payments of £117?
Adam R says
Hi Sara, i was suppose to attach the response. Apologies
The offer does not follow our general approach in cases we uphold with issues similar to those you told us about in your complaint. But we wanted to let you know about this offer so you can decide whether or not you want to accept it.
They have told us that they are willing to make an offer on both loans.
The offer will include:
– Amigo refunding the interest that you paid on the loans;
– Amigo removing any negative information that has been recorded on your credit file concerning the loan(s).
As you took out top-up loans, one or more of your previous loans may have ended early. This means you may not have completed the contractual payment of interest on loans that Amigo has not made an offer on. If this applies to you, Amigo has said it will deduct the amount of interest it feels it is owed from the overall refund amount.
As your guarantor made some payments towards the loan for you, Amigo has said it will first offer them a refund of all the money they paid towards your loan. Your guarantor will be given the option to accept or reject this offer. Should your guarantor accept the refund, Amigo says it will add this balance back on to your loan before applying the refund described above to your loan account.
Amigo has given us the details of what your refund will look like, as follows:
Total interest paid: £972.14
Total settlement due: £972.14
Less amount paid towards loan by guarantor (if accepted): £383.06
Your current loan is still active. If your guarantor accepts the refund, your current loan balance will reduce to £63.35 once the refund has been applied.
Sara (Debt Camel) says
Double checking, you had 2 loans and Amigo are offering to uphold both of them?
Are you happy with Amigo paying that amount to your guarantor?
Ennio says
This amigo is a circus authorised by the government!! They sent me a offer last week 27/08/20 I accept and I said to them if the calculated also my guarantor and they said no money has been paid from your guarantor..ok so your money will
Be soon .. ring yesterday and they said they made a mistake and they sent a offer also to my guarantor..she accept and they said they need recalculated my offer and will
Be in 20 days !!! I think I will go to Bournemouth to catch them because is 3 months this people made a joke with all of
Us !!! My offer was 8400
And now
I need to wait one more months !!! Why the law doesn’t do nothing against this people. Jail and bin the keys !!!
Gemma says
Hi Sara
Can you help?
My husband has just accepted his redress offer, they have froze the interest and refunded the interest he has been paying but still has a balance Left to pay.
What happens now? Will they reduce his monthly payments to reflect his new balance over the length of the loan term? Do you know what happens?
Sara (Debt Camel) says
He can now ask for the payments to be reduced if they are unaffordable. But he has to ask for this, it won’t be done automatically.
What is the rest of his financial situation like? If he has other problem debts a debt management plan with StepChange may be good, just including the remaining Amigo balance as one to be paid off with the others.
He should NOT stretch to repay this remaining loan – other debts he is still paying interest on and all essential bills should be a higher priority.
Gemma says
Hi Sara
He is unable the repayments as they were £374 a month.
He has £3000 left on the account as they used £4000 to pay some of his balance with the interest he got back.
He took out a loan in October 2019 for 48 months so is coming upto a year into the loan term,
If he suggests to pay that £3000 over the remaining months left of the loan term I work that out at around £84 a month, Does that sound reasonable to offer or are they going to want it paying back quicker?
Sara (Debt Camel) says
What is reasonable here depends on what he can afford to pay – ntothing to do with the remaining term. IF he can afford £5 or £200, that is what he should offer…
Does he have other debts he isnt making full payments on?
Gemma says
He is in a step change debt management plan, that is paying off his other debts with that he fell behind with due to this Amigo loan.
Sara (Debt Camel) says
Then he should ask StepChange if he can now add the remaining Amigo balance to his DMP. Simple for him and there is no reason Amigo can object to this.
Gemma says
Hi Sara
An update for you.
My husband spoke to Amigo loans Today and offered them £82 a month to pay off the remaining balance, they wasn’t happy with that and wanted him to carry on paying the £375 a month so the loan is paid quicker.
After him advising them the whole reason he put a complaint was due to affordability so how can he still afford to pay the same each month?
They have asked him to provide his budget from step change and they will work out a figure that is reasonable.
Is that fair? Or can he refuse that and go to his step change and add them himself and let step change advise how much is needed to be paid each month?
Thank you for your help
Sara (Debt Camel) says
Much better to hand the debt over to StepChange and let them tell Amigo what you will be paying. Don’t let him be bullied into paying them more – there is NO reason why they should get paid on the same basis that your other creditors are being paid, they have no right to be paid more.
Chris fr says
Anyone had any success with TFS loans?
2loans: £7500 in May 2015( total balance £14622) £304 p/m 2nd March 2017 £8500 which cleared the first loan, received just under £2800( total balance £14611) £348 p/m.When Earning £1380 p/m 1st loan and provided my wage slip. I had a recent CCJ for £2000 in Jan2015, default on payday loans from February 2015, 4 months in default to catalogue at time of loan, £2000 on file owed to water company at April 2015,2 small payday loans in the 6 weeks prior to loan, never out of my overdraft plus many older defaults before my loan was taken. I was struggling to manage my finances and definitely could not afford £300 a month and lied when they questioned about my expenses saying my partner paid a lot of the Bill’s.
2nd loan March 2017, more defaulted payday loans on file I taken straight after the 1st loan to assist repayment, £6000 in catalogue defaults from January 2017 due to being unable to afford the payments any longer, plus other defaults since I had taken the 1st loan, including rent arrears.
Complaint to TFS to consider as I don’t feel they did appropriate checks based on very recent defaults and never had to provide any evidence of expenses and this loan was unaffordable. Although had to provide my guarantor’s bank statement. I never missed a payment in fear that my nan would have to pay, but struggled throughout. Loan settled in Jan 2020 after increasing my payments with help from my parents. Do you think this is reasonable grounds to take to the ombudsman should TFS reject my claim which I feel they will? I have sent them my current file and 3 months of joint account from before the 2017 loan, I am waiting for statements for 2015 and 2017 for 3 months before each loan. My concern is that every month I would transfer what I was able to my partner to assist with the household bills such as food, insurances, children etc. Is it a good idea to get copies of her statements to show I was assisting with other Bill’s which directly didn’t come out of my account or will they be happy to accept this as an expense as it was monthly? Any advice would be greatly appreciated so I can prepare for the ombudsman.
Kerryberryboo says
Hi everyone just wanted to share my timeline.
Complaint sent 30.06.2020, got an automated response.
8 weeks up end of August. Phoned last week to ask for an update and they said I would get an email within a week.
Nothing arrived so I called yesterday, and a really helpful advisor updated my contact details and said I would get an email with an update.
Email arrived today and was made a full redress offer on a loan that I took out in 2015 for £2,500. I settled the loan early (an unexpected inheritance) and there was no guarantor payments.
I accepted the offer about 4pm. The funds were in my account by 6pm.
Donation made to my local CAB.
Thanks for everything.
Alan says
Hi there
How long roughly do you have to wait for your payment ? Got upheld full refund 4/8/20 .started 14th April Accepted redress 24/8/20 . 15 working days there . When people are getting it on 1-3 days is there an order or is it just random ? Just curiosity? I know all cases are different but surely when you have been acknowledged and granted a full refund it should be a straight forward transfer ?
k says
So i accepted my redress offer from Amigo on the 17th August, I’ve been chasing Amigo over the past week to see when the payment will hit my account as there doesn’t seem to be any sort of process they are following regarding timescales, I’ve been told on 2 occasions that the payment will be made today (20th working day) however my balance is currently still the same. Fingers crossed that they are true to the word but I am not holding my breath. Does anyone know if the payments are made at close of pay or are they made anytime throughout the day?
frogman says
I may possibly have some useful infor for you k
I accepted on the 10th of last month, still nothing till date and account balance hasn’t changed. I have been phoning Amigo twice everyday since I hit the 20 working day mark – Morning and Evening. This morning when I rang, I spoke to lady who said it’s unusual, she asked if a banner came up on my account to accept redress to which I said No. I told her that I accepted the figures over the phone. she said it’s much quicker to get the info transferred to the transactions team for payment if you accepted on your account rather than someone in their team manually accepting for you. I think James had the same problem and got paid a couple of days after accepting through the banner on his online account. She did explain there was an IT problem and that’s why some people didn’t have the redress banner appear on their account.
Now I am chasing on two fronts, one is IT fixing the banner and second is directory chasing the transactions team.
Hope this helps
k says
So quick update on this, I’ve just called Amigo to chase up my redress and low and behold they processed my payment whilst i was on the phone to them, my loan is now cleared and I have a nice redress figure of just over £3100 on way to my account. Hold in there everyone and keep chasing them, they will pay up eventutally!!!
L says
What number did you contact for this? Every time I phone they say they need to pass on to redress department?
k says
I was on the phone to collections as I had a payment outstanding (I wasn’t paying it as it was already calculated into my redress value), i asked about when my payment would be made and they put me through to the complaints team. The woman in complaints got my account up, ran through a few things including confirming my bank details etc and processed my redress payment there and then while i was speaking to her, it immediately showed up on my account on the website showing my loan has been cleared and the monies landed in my account an hour and half later. After 3 years of dealing with Amigo they are finally out of my life once and for all.