UPDATE – on 25 October, CasheEuroNet which owns ate QuickQuid, Pounds To Pocket and On Stride brands went into administration.
See QuickQuid goes into administration – what will happen for details. That article will be updated with any more news.
This article will not be kept up to date.
QuickQuid (QQ) and its smaller brand Pounds To Pocket (P2P), which in February 2019 rebranded as On Stride, have been getting large numbers of affordability complaints from customers asking for refunds of interest.
You may be able to get a refund if you had loans from QQ, P2P or On Stride you couldn’t repay without borrowing again. You can get refunds for all type of loans, including instalment and flexi loans.
Summary – QuickQuid complaints
QuickQuid is now the most complained about banking and credit firm in Britain (ignoring PPI), according to Finanical Ombudsman statistics.
At the end of 2018, there were about 9,000 complaints against QQ and PTP with the Ombudsman. Many had been there for two years as QQ had been refusing to give refunds on loans over 6 years old or for loans given after 2015.
In 2019 the Ombudsman started upholding large numbers of these cases. QQ then rejected many of these decisions.
But in August 2019 QQ agreed to pay thousands of outstanding Ombudsman decisions within the next 6 weeks. These are being referred to as “the spreadsheet complaints” as many customers were told by FOS they “were on the spreadsheet“.
How to start a complaint (this no longer applies now QQ is in administration)
The main Payday loan refund article has the template letters to use for making these complaints.
If you had loans from both QuickQuid and Pounds to Pocket, you only need to make one complaint, covering both sets of loans.
If you rolled a loan repeatedly or repaid the loan and soon after took out another one, this suggests the loan was not affordable.
One loan complaints can be hard to win, but if your loan was large, as some of the loans from On Stride are, read Getting a refund for a large bad credit loan which has better template letters for your situation.
A list of your loans is usually enclosed with the response to your complaint.
Has your data been deleted?
This is a new problem. In mid-April 2019, QuickQuid seems to have deleted information about some loans over seven years old from their records. See Why is QuickQuid going to delete old customer data?
This won’t be a problem for you if you have the details of your loans, from your email records or from your bank statements. Here tell QuickQuid you can supply them with a list of your loans so they can consider your case. If they refuse to do this, send it straight to the Financial Ombudsman.
If you don’t have all your records, ask QuickQuid if that is their final response and then send the complaint to the Financial Ombudsman. You can complain not just that you were given unaffordable loans but that QuickQuid has not treated you fairly by deleting your loan data when it should have known from other customers complaints that you may have a good affordability complaint. Ask for compensation for this.
You may feel that without evidence your case is very weak. But you have an excellent case that QQ has treated you unfairly!
If you have closed your bank account, it can still be possible to get old statements but there may be a limit on how far back you can go. So try to do this as soon as possible – don’t wait for several months until the Financial Ombudsman asks you for them as that may mean there are another few months you can’t get.
QuickQuid’s standard response was designed to put you off
QQ uses a template letter to reply to you.
When you read what they have written, you may feel depressed and that you don’t have a good case. That is what QQ want you to believe! But in many cases the checks QQ did were far from adequate and the wording in their replies may mislead you.
Here are some bits from one recent QQ response (in italics) together with my comments on them.
We have assessed loans funded before FCA regulations were implemented using the “other credit commitment” (OCC) value taken from your credit report at the time of funding and used a reliable average for all remaining expenses.
From some published Ombudsman decisions, it seems that QQ hasn’t kept the details of many credit checks it did for loans before 2014, see this decision for example. You won’t win your case just because QQ can’t produce this information, but if you kept borrowing or rolling loans for months then you shouldn’t worry that QQ has some brilliant way of showing they did great checks.
In assessing loans funded after FCA regulations were implemented, we used validated expenses figures. We arrived at those figures by validating your declared expenses for various categories from your loan application against credit reference agency and Office of National Statistics data.
Here QQ usually has kept more records. But they were validating your expenses against some national averages. that may have been fine for the first few loans, but if you kept borrowing, QQ should have wondered if your real expenses were larger than their estimates. So they should have done extra checks on your later loans, not just kept repeating the same checks.
In assessing whether your loan(s) were affordable, we evaluated whether your total repayment across the loan term was sufficiently less than your total estimated disposable income across the loan term, after taking into account your expenses.
They were estimating your income and your expenses, without verifying them.
Also did you have had one of QQ’s “three month loans” where they only charged the interest for the first two months then the whole of the capital repayment plus another months interest in the third month? If you did, QQ assumed you would save up money in the first and second months. But the Ombudsman often doesn’t think this is fair, for example, here is one Ombudsman decision.
We further assessed affordability by viewing your account history for hardship. If we concluded that any of your prior loans were in hardship status, we evaluated whether any subsequent loans were issued without an adequate gap in time in between.
But QQ doesn’t seem to take account of whether you had to roll a loan, ask for a top-up or ask for extra time to repay a loan, even though that is also evidence that you were struggling.
we closely reviewed whether you took out multiple loans in short succession and whether there were negative changes in your individual circumstances such as a decrease in income and/or an increase in “other credit commitments” between said loans. We further analysed dependency by examining whether you had any loan(s) with numerous extensions or rollovers and if so, whether any subsequent loan was funded in close proximity thereafter.
QQ says they “closely review” these, but often they just seem to reject a case even if often you had to roll a loan or borrow again soon after repaying one.
You may feel this letter doesn’t actually reflect your situation at all – and you are probably right! QQ doesn’t explain why they have refused to refund some loans, or why they picked the ones they did.
For several years QQ didn’t add 8% statutory interest to goodwill refunds it offered. But inAugust 2018 sent an unexpected additional refund to some customers who had been affected by this.
QuickQuid cases at the Ombudsman (you can no longer send a QQ case to the ombudsman)
The Ombudsman service is easy to use but has been slow for QQ complaints, but in summer 2019 that seems to be improving as a large number of cases have been decided.
Three things not to worry about:
- you won’t “lose” an offer from QQ if you go to the Financial Ombudsman. So far as I am aware, in every case where someone was offered an amount by QQ the Ombudsman has increased the amount.
- the Ombudsman won’t reject your case because you had a large income or your partner kept bailing you out etc. Lots of people have won these cases. If you kept borrowing then QQ should have realised you were dependent on the loans and stopped lending.
- cases where there was a lot of repeat borrowing and gambling are getting good refunds.
How do they respond to the adjudicator’s decision?
The Adjudicator is the name for the first stage of an Ombudsman complaint. Only 10% of cases have to go to the second stage is when it is looked at by an Ombudsman.
QQ accept have been accepting some adjudicator decisions. But sometimes they offer a lower amount, in which case you have to decide if it’s worth taking that or asking for the case to go to the Ombudsman.
In June one person has just reported being offered c £8,000 by QuickQuid when the adjudicator’s decisions would have been about £9,500 – he decided that was a good enough offer to accept.
Rejecting too many adjudicator decisions
But QQ has been rejecting far too many adjudicator decisions.
The ombudsman could take all these adjudicator decisions through to the second “Ombudsman-level” where a decision is legally binding and QQ have to payout. But that would take a lot of Ombudsman resource to get thousands of cases through at that level. It shouldn’t be needed. the Ombudsman-level is intended for the few difficult cases, not for run-of-the-mill standard decisions.
Both the Ombudsman and QQ’s regulator, the FCA, have been pointing out that the FCA’s rules say a lender has to learn from ombudsman decisions and apply them.
This is why in August QuickQuid agreed to accept several thousand adjudicator decision it had previously rejected.
QQ started to send emails with the refund amounts and asking for people’s bank account details in September.
Good news that QQ is paying out on some FOS decisions but…
I’m very pleased QQ agreed to pay out on these decisions. Not just for those customers getting their refund at long last, but because by removing a large number of complaints from the queue for an ombudsman, I hope a lot of other FOS complaints will move forward faster.
QQ’s American parent, Enova, released its second-quarter earnings figures last month. Overall they were fine, but there were some comments in the Earnings Conference Call about Enova needing to reach a satisfactory resolution with the FCA and FOS about complaints. It’s not clear what they mean by this.
Enova’s third-quarter figures contained the announcement that they would be closing their UK business due to “regulatory uncertainty”.
Updated October 2019
Comments on this article are now closed. Please put any questions on
QuickQuid goes into administration – what will happen
Sarah parry says
Just wanted to say a big thank you. After reading how to claim back off quick quid I received £3000 back x
Antony john says
Hi I got 1.8k back off quickquid after they refused. I Went to ombudsman who ruled in my favour and received payout within 2/3 weeks
The ombudsman started looking into my case straight away the day I rang them and told them. They kept me updated by email and was resolved in few weeks
Sheenagh says
The comments on here are very positive… I’ve to wait another two weeks then I’ll take them to the ombudsman.
can I ask what I’d write to the ombudsman and should I print off copies of my loans I’ve had with Qq?
Sara (Debt Camel) says
Hi Sheenagh, you can either phone the Ombudsman to complain – their telephone service is very friendly – in which case they will tell you what to send them. Or you can complete their complaint form, in which case I suggest saying that you sent the rolling complaint to QQ xxxxxxxxxx, say they have rejected it but you still feel the loans were unaffordable and add you have a list of the loans if they want to see them.
Maz says
Hi, after reading your article regarding PayDay Loans, I applied using advice on your site. Initially, the Loan Company took their time to respond (a week longer than the designated response time), and having emailed them for an update contacted the Ombudsman.
The Ombudsman took up the claim, and in the meantime the Loan Company emailed and
offered £150.00 as a ‘goodwill gesture’, but denied the claim.
I updated the Ombudsman who continued with the claim, and within 2 weeks received an offer of £1500+ This I accepted through the Ombudsman. (It was refund of all interest etc). The monies were paid into my Bank Account a week just a week later (this week).
The Ombudsman staff were kind, courteous and efficient, so thank you for the advice on
your site which resulted in a successful claim
Sara (Debt Camel) says
Well done on getting a good result, Maz! Would you like to say who the lender was?
Maz says
Yes of course …………. it was Quick Quid, and I had around 12 loans over a 2/3 yr period, which I had to
keep ‘rolling on’ until I was able to extricate myself completely. Like most people who get trapped in
this situation, I didn’t fully understand how difficult it would be to pay back the loan and interest, hence
the constant rolling on until my financial situation improved enough to end it.
Keira says
I made a complaint to quick quid over 4 months ago, quick quid came back and said it has done everything it should have. I wasn’t pleased and took it to the Financial ombudsman, after about 4 weeks waiting for an adjudicator I was given one who contact me and did quick quid had made the same offer which I asked for but they declined.
All interest refunded, 8% and all entries deleted from my credit file so I will be receiving just over £2500 from them for the period of 2010 to present.
So stick with it everyone. I feel like I’m finally back in control of my life.
Tommy says
I have just received an email from QuickQuid offering me £500, I am going to reject it on the basis that
A. I borrowed over £17,000 up until the point that I asked for my account to be cancelled.
B. They admit that after I requested my account to be cancelled, they continued to lend to me (I was in a bad place). They have not provided details of how much lending there was after I requested the account to be cancelled.
C. My mother had to bail me out £1000 to quick quid, I have proof of the transaction, and the fact that on the same day she paid WageDayAdvance £700 and paydayexpress £500, which shows how much trouble I was in.
D. £500 is a joke
Do you have experience of anyone asking for an account to be cancelled yet the lender continued to lend? Is there a point of law to this effect? Surely there is a responsibility to not lend further when the account has been asked to be closed?
I would really appreciate any help on this, I am going to fight and take this to the ombudsman.
Sara (Debt Camel) says
Hi Tommy, shockingly irresponsible lending. You don’t need to quote a point of law, the Ombudsman looks at what is fair :)
Tommy says
Thank you for the reply, this is what they wrote…
Although we offered payment assistance to you our records further indicate that your request to permanently close your account was not honored.
I don’t remember them offering payment assistance either! Should I write to them to tell them I reject their offer and will be referring the matter to the ombudsman?
I really want to know how much I borrowed after I asked for the account to be closed. Surely they have to provide this? It’s going to be over £10,000…
Do you think I have a decent case for the ombudsman?
Really appreciate your help on this, thank you.
Louise says
Hi Tommy,
Before you go to the Ombudsman write to the CEO of Quick Quid over here, you’ll find the Email addresses on the FCA register it’s under EuroCashNet. I also wrote to the CEO in US who heads the parent company (CashAmerica) to quick quid. You can find that address at lead411. IMO you have an excellent case and you are more then entitled to your loan history. Have you tried logging into your quick quid account, I did and I got the history from there. When did you take out your first loan? Mine was 2008 and I checked their application page form that time on the Way Back When Machine Internet archive and it show no questions about credit commitments or outgoings were ask. I also checked my account details on their system as of now and you can see the questions they added recently includes outgoings and credit commitment questions. If you have answered those questions then in all honesty I can’t see how you would get anywhere. Apart from the loans when you request they cancel your account and they didn’t. I could be wrong but IMO if those questions were answered truthfully and they lent to you then maybe you would have a case, if however you didn’t and you lied to get the credit then no you wouldn’t. As I said have a look at the Way Back when machine to see what the application page looked like when you first opened your account screenshot it then try to log into the your account and check your account details, that will also give you your loan history. Good Luck s
Sara (Debt Camel) says
Hi Louise, Lots of helpful info in there.
But the question of whether “lying” on an application prevents a complaint being made isn’t so simple… People may not have understood or known what the numbers were – as a debt advisor I know how few people have an accurate idea of their outgoings. If someone borrows frequently with small gaps between the lender should have spotted that as a sign of distress whatever numbers the borrower had entered.
Tommy says
Really appreciate all you help. I will write some angry letters on Monday and see what their next move is. I will keep you posted, thanks again. Tom
Louise says
Totally understand Sara. I got my info as I’ve had a look on the amount of upheld complaints against the one that were rejected. The reason I say that it maybe reject for that is because of 2 cases I read of the ombudsman decisions was that the consumer had been asked the questions about credit commitments and outgoings on the new QQ application form. The FOS took it that QQ accepted the customer on the basis of what information the customer gave. If those figure were inaccurate then that is the fault of the customer not QQ. I remember this one because it is what prompted me to check the way back when machine to see if I got it wrong and they did ask, luckily I was right they didn’t. The FOS worked in very mysterious ways in that what one adjudicator would look for to upheld another will use it to reject. Always worth a go though because what your income and outgoings were in the first application could be very different the next month. QQ obviously knew their application form back in 2008 – 2011 were inadequate because they changed it to include outgoings and credit commitments but I couldn’t find out when they changed it. That’s why it is worth checking which one was filled out. Good Luck
Tommy says
I kinda think that irrespective of the fact that I borrowed over £17000 with them , rolled them over every month for 3 years, had multiple loans with other lenders, asked them to close my account but they didn’t, lost a girlfriend because of it, was suicidal, I don’t care what anyone says it was irresponsible and I want them to admit it. I had a drug, alcohol and gambling problem that thankfuly I have left behind. If someone asks to lend you £1000 at four in the morning, would any sane person lend you that? It’s not even about the money for me, it’s for my wellbeing. I want them to know that it wasn’t ok and they took advantage of me. They can stick £500 I am going to make them feel a bit of pain the same way I did. Sorry to rant, drops mic
Ben D says
Excellent article very helpful indeed. I’ve fired off reclaims to five or six payday loan companies including QQ. I’ve requested back over £5k from QQ. Its been five weeks so far let’s see what happens. Will post an update when I have one.
Chloe says
Did you get a response, just out of interest?
Ben says
I’ve had to go all the way to ombudsman level to get refund from QQ should get a payout of £6800 from them in the next two weeks. Wonga, Lending Stream, Pounds to Pocket and Uncle Buck complaints are all with the adjudicator at the FOS. These complaints take ages to get resolved so don’t bank on it being over quickly.
Kyrsty says
I’ve sent email 3 weeks ago still waiting on response…. sent another today saying 2nd email and if no response I look at taking it further… also WDA asked for £10 which I sent 3rd option on this site waiting on response.
Wonga- says to contact them by phone where do I stand with that?
Mr lender- offered to pay balance 340 and gesture of goodwill give me 360 but feels I wasnt unable to afford the 8 loans I got from them although it shows default and rolling over… although Mr lender was very fast at responding.
Sara (Debt Camel) says
Hi Kyrsty,
I’ve deleted your surname as you probably don’t want that published on the internet!
You may as well phone Wonga – if you aren’t clear what they are asking or want some time to consider any offer, just ask them to put the details in an email to you.
Mr Lender – do you know how much in interest you paid to them on the loans / rollovers which were repaid? That is the way to tell if this offer is a reasonable one.
Kyrsty says
Hi Sara
Thank you that.
Its been over 5k intrest paid over the loans and defaults?
Got a reply back from QQ but came through as poundtopacket saying they have no account for me I think they have taken me from records as I cant log in to my account either.
What do you advise from here?
Thank you in advance.
Kate says
Great article Sara, just showing how QQ are still praying on the vulnerable and desperate by offering such low amounts and hoping that people are so desperate they will accept ! Disgraceful behaviour.. If everyone can keep patient do, but we all know it’s easier said than done sometimes :(
Sam. F says
Oooh, I’m famous ;)
Kudos to you on ‘slow Quid’ ~ gave me a giggle…
louise says
Quick Quid are the worst. I received a very generic rejection letter, it mention none of my issues.
Quick Quid won’t deal with any loans that are older than 6years either. I was quoted the OFT irresponsible lending guidelines which was published in 2010. That is not sent to customers only lenders and how would I know even where to look. My adjudicator wouldn’t deal with them either. I’m not sure what else I can say. I said the first I could’ve reasonable known was back in Feb when Wonga wrote off my loan or even Aug 2014 when the FOS published their report into Payday lending. I’m not sure what else I can do any ideas?
Sara (Debt Camel) says
If there are a lot of loans that are over 6 years old, you could settle the rest of your complaint and ask for the complaint about these to go to an Ombudsman.
Louise says
Thanks Sara, I’ll do that. I said to them that I had a CCJ on a payday loan in 2012 that I settled in 2014. If I knew that I had cause to complain surely I would’ve done before I settled it. It was a clear case of a unaffordable loan as I took it out and I had over 18 loans already. The Adjudicator hasn’t come back to me yet so will have to wait to see what she says. Thanks again x
Mark says
QQ have been very good with my situation. I owed just under £2000 since 2012 had extended my loans a few times. I was chased as usual by DCA but I was in a IVA which they should have known when I took out a loan. Anyway I asked for the loan to be written off and after about 3 months had a email today stating
Thank you for contacting Quick Quid. It is our highest priority to resolve any client issues as soon as possible. We have waived the balance of £1988.0 and loan 3561221 has been deleted from your credit file.
I was happy with this outcome and I did not even complete their questionnaire so hope this gives hope to others. Sarah this site has been great, thank you,
Bigflaps says
I took out 51 loans with quick quick from 2010 – 2014 I kept rolling them over pay £200 just in interest per month in some cases.
I used the template on this site to make the initial enquiry, the initial response didn’t even acknowledge my request for confirmation of all the interest that I had paid in total.
IMO taking that many loans showed that I was in some kind of financial difficulty. These people are rip off merchants.
At what stage should I contact the Financial Ombudsman ?
This site is great very useful. Thanks
Sarah says
Are QuickQuid upping their game? I had a reply within 5 working days with my account statements….. fired off the 2nd letter today, not being hopeful of a quick resolution, just happy to get anything back they can.
I was only aware these refunds were taking place as last friday I had a deposit in my bank from ‘Instant Cash Loans’
After cancelling my card and getting in a bit of a frenzy thinking someone had taken a loan out in my name and didnt want to get hit with stupid interest amounts I found this site and contacted PDUK and Payday Express.
They’d sent out correspondence to my old address saying I was part of the refund project. Over 27 loans between the 2 of the companies they’d credit my account with £1288.00
They told me it was for misselling in 2012/2013… my accounts only closed with them in 2015.
I’ve asked for a copy of the letter to be sent to my new address and i’m yet to receive this.
I’ve checked my accounts and the interest I paid was way way way higher! i had running loans between the 2 companies at the same time, always for 1 month terms but one loan rolled over paying £275 interest each month for 10 months while the sister site let keep taking loans out! surely they could see it was to pay the other one off??
So anyhow, my question is can I claim more from PDUK/Payday Express?
I never acknowledged the letter or seen their calculations etc but if I felt there was more to be looked into can I pursue this further?
I’ve got the ball rolling with QQ now and Wonga are yet to reply, 1 week into the 8 i’m not stressing about it as I said, anything is a bonus I wasnt expecting.
I’m not going to lie, seeing my credit file and looking at old bank statements has left me emotionally raw. When you pay them all off it’s like the biggest weight lifted off your shoulder but knowing what position I was in isnt hard to flash back to.
My parents bailed me out of them and it left me thoroughly disgusted in myself. They made me promise to come to them if I ever needed money.
Use your paybacks wisely guys and girls.
I paid my parents back everything they loaned me in a fraction of the time I could have paid these back but now i’m going to treat them to a holiday with the interest they practically paid.
Thank you in advance for any advice :-)
Sara (Debt Camel) says
QQ have always been one of the better lenders about supplying a list of loans. You are likely to find payday UK / Express much harder!
Yes you can claim back more from Payday UK / Express. The refunds were for certain limied reasons, your other loans may well have been unaffordable. think of it as having had a bit of your affordability claim given to you in advance,
Reez says
This website has helped me so much – Thank you. I wasn’t even aware I could apply for compensation. I had taken out 43 loans during 2009-2014 and at the time was really struggling to repay them being a single parent. I sent QQ an email yesterday evening and received a response by 9.30am. I have since replied to the questionnaire stating that I do not have this info (from advice on this site) and stated I will provide if necessary. I am now awaiting their response. I will keep you all informed.
Mark says
I wanted to update people about QQ who have offered to waiver my balance of just under £2000 without my providing a breakdown of my income etc at the time. I did have evidence that showed they ignored my repayment difficulties and and rolled over my loans a number of times. If I acept this offer they say it takes away my rights to take it further by making a claim. Any advice appreciated. I was in a IVA at the time. Wageday advance have replied back refusing to uphold my complaint made against them for a debt now at £495 being handled by MMF. I have replied saying I will take it to the FOS. Anyone had dealings with WAGEDAY ADVANCE? This site has been fantastic thank you Sarah.
Sara (Debt Camel) says
QQ – the current balance – was this for just one loan? how large was this loan? when you know that you can see clearly how much of their offer to waive 2k is actually just removing interest and how much is refunding you interest from previous loans. Have you added up how much interest you paid on the previous loans that were repaid in full?
WDA – I would describe their decisions as erratic. Often they make reasonable offers, but they have declines some good cases that have been upheld by the FO or are currently with an adjudicator
Kel says
Hi I have been using payday loans to survive for the last 2/3 years I know they have been unaffordable as had to borrow as soon as I had paid them. I have however never missed a payment with any I currently have 6 different active payday loans . 4 over 6 months my concern is if I write to them complaining they might block me borrowing and then I would be in big trouble what do u advise? I have just checked and borrowed over £6,000 with QUICK QUID alone in last 3 years I reckon I have repaid over £20,000 in the last 3 years between companies
Sara (Debt Camel) says
[edited] a new article now covers the subject of how to manage if you are still borrowing from payday lenders: https://debtcamel.co.uk/help-payday-loan/
Dave says
Sarah you mentioned in the article above that if there are lots of gambling transactions on my bank statement it is a bad idea to send them in. However, surely this is irrelevant as the money could have been spent on anything and in fact if there were lots of gambling transactions it would highlight they were “unaffordable” and irresponsible lending occurred. I am about to fill in the QQ questionnaire and send it off once I receive copies of my bank statements which I’ve requested. Am i going about this the correct way?
Sara (Debt Camel) says
No, I said “you may prefer not to send them”, I’m not saying it is a bad idea.
I’m not saying you should be ashamed of gambling, nor that it harms your affordability complaint. Gambling is all too often and addiction and the ombudsman has upheld complaints with gambling showing. But still you may prefer not to discuss this with QQ or any other payday lender but be happy to show the statements to the Ombudsman.
Ben says
Hi all just an update from me. Have done the complaints route re affordability with QQ 6 weeks ago. They offered £150! What a joke. It’s now been with the ombudsman for a week should get an outcome from them within the next week. I had 32 loans with QQ over a 3 year period. I’ve asked all fees, charges and interest at 8% a year back. Will let you know the outcome of the findings.
Mark says
They offered me £250 to basically go away.
Been with an adjudicator for about 3 weeks now,he requested an up to date credit report which I sent him and the latest update is that he is waiting further information from QQ this week and hopefully a further update within the next week or so.
Kate says
Today the Ombudsman agreed with my adjudicator that the majority of my loans were unaffordable and leant to me irresponsibly, and that all interest and charges should be returned plus 8% and removed from my credit file .. Another victory :)
Relief … Thank you Sara for all your help and support X
Sara (Debt Camel) says
Great news – is this QQ? Any idea how much it’s going to add up to?
Kate says
Yes sorry .. QQ .. It’s £1437 plus 8% for 4 years X
Duane Castleman says
Did they offer you anything on their final response first? They did to me but I nearly fell off my chair laughing when I read it!!
Kate says
Yes I think about £300 ..,
Llt says
This has been so helpful I have sent the second email as I had all the loans on my credit file to PDUK and QQ hoping I get a response back anything will be a bonus if I am honest as I just need these defaults off my account they are ruining my chances of buying a house.
Natalie says
Just received this today??? The is the reply to the template letter ? Doesn’t make sense ? Anyone had this of can give me some advice
Thank you for your inquiry and your patience while we conducted our investigation. We are required to ensure that your credit file is up to date. Our obligation to report and update your loan information to credit reference agencies is set forth in our privacy policy. Please keep in mind, if your contractual payment agreement was not honoured, this may impact your credit file negatively, including a default being registered.
Our records indicate loan 1666952 and loan 1772628 contractual due dates were not honoured. We reached out to you numerous times to come to an affordable payment arrangement; however, all attempts to find a suitable payment arrangement went unanswered. You were provided with a loan of 400.00 GBP on 02/08/2010. Your loan was extended a total of 4 times. Your last extension fee payment and final payment were never received in full. Which caused the loan to default and later transferred to a third party collection agency.
With this being said the defaults registered is accurate and will not removed.
As this is our Final Response regarding your concerns to the above referenced account, if you are not happy with this outcome I need to ensure that you are aware of the ultimate availability of the Financial Ombudsman Service. You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. I have provided you with a link to the leaflet for your information to assist you if you decide to pursue this further course of action. They can be contacted at
Sara (Debt Camel) says
As you have just sent off the complaint, I am wondering if this should actually be addressed to someone else and it has come to you by mistake? Do you recognise the loan numbers / dates they mention?
Joanna says
Hi Sara, Everyone
I haven’t updated in a while but am pleased to say I got a refund of just under £3k from Wonga after the matter went to an Ombudsman (they ignored the adjudicator). The entries have now been removed from my credit record but I’m surprised to see the score (which I understand is largely useless anyway but even so) has taken an absolute battering. I thought having these entries removed would do wonders for my credit report??
Also recently had a judgement from an Ombudsman in respect of Quickquid. Am expecting over £3k back from them- any ideas how long they take to pay out? It’s been a week now and not a word from them despite my repeated emails to them.
Thanks all. Jo
Sara (Debt Camel) says
Unless you had defaults or are trying to get a mortgage, having repaid payday loans deleted doesn’t improve your score much.
Good to hear the Ombudsman upholding another QQ complaint.
NB says
Hi, Just like to say that Wonga have issued me with a £3512 refund and I have accepted. I would have probably been entitled to more than that but I just wanted the nightmare to end. Not to bad times scales 6 weeks from original complaint
I am in the process with QQ. But they seem to be dragging there heels a bit.
I am reviewing what other companies caused me so much hardship and despair.
Sara (Debt Camel) says
great – you are the second person today to get an offer in under 8 weeks :)
Richard says
Quickquid took over 8 weeks to get back to me and made an offer I expected of £150 from reading these posts. I told them where to go and left it with the Ombudsman who upheld the complaint and awarded me around £1700. QQ took about 10 days to pay out when I expected them to take the full 30 working days.
Ben says
Congrats. QQ did the same to me offered me £150 so it’s gone to the ombudsman.
Jo says
This site is fantastic! After reading all the comments and success stories on here, I made a complaint to QQ. They took the full 8 weeks to make an offer of £150. I rejected their offer and contacted the ombudsman – within 4 weeks I have an offer of £1894.30 !!!! ? Ombudsman said they couldn’t be sure that all the loans were unaffordable but they could see I had become dependant on them ? Just awaiting payment now
Sara (Debt Camel) says
Excellent – was this from an Adjudicator or did it have to go to Ombusdman level?
Jo says
Just the adjudicator. I hadn’t provided any bank statements or payslips like QQ had asked either, just my letter of complaint.
James says
I got the standard questionnaire from QQ and p2p today just over a week after asking for soa. Sent a photo of payslip showing my wage slip can’t find bank statement. Also told them I got template letter from a debt advise page no name mentioned as nothing to do with them. Just have to sit back and wait now! Also payday express contacted me wanting me to confirm email address ? Just wonga to reply now all others have replied roll on sept when it should all be sorted will keep updated as I get info and hopefully offers
Katie says
Nearly three weeks ago, I sent off complaints to QQ and to Wonga. Today, I sent another one off to Wage Day Advance – I thought the interest on that loan was reasonable but when I looked back I was repaying £94 a month for 2 years….and the initial loan had been for £300!
It took QQ and Wonga both a week to get back to me with their standard response. QQ only sent anything back because I phoned them up and asked whether they had received my complaint after a week (having heard nothing I was worried they had “lost” it or it had “gone missing”). They asked the four standard questions, which I responded by sending nothing back.
I emailed both again today (assuming they will read it on Monday which will be 3 weeks) to ask for a progress update (I am so impatient but thought it worth chasing to see if that meant a quicker resolution).
Hoping for a decent amount of money back. Having had 33 QQ loans between 2012 and 2015, around 10 wonga and 2 WDA, I spend an absolute fortune on interest – and purely because to repay the interest each month, I had to borrow again from someone else. I also got myself into a situation where i maxed out my overdraft AND credit card AND took out a loan….again, all because of the ridiculous interest payments!
Wish me luck!
Tara says
This website has been so helpful! I used your template to contact Wonga, not really expecting much success and 12 weeks later (they replied after 8 weeks saying there would be a delay) they offered me £1100 inc. interest. I have referred it to the Ombudsman as I paid over £2500 in interest. I told them I was in financial difficulty 3 times, they set up repayment plans and froze interest yet continued to lend to me as soon as the repayment plan was done. I needed to borrow again to repay other lenders. Fingers crossed the Ombudsman understand!
Today I contacted another 5 lenders. Mr Lender replied within an hour! They said my £400 loan that I rolled over 12 times (paying £1440 interest) was affordable but are willing to give me a £300 goodwill payment (no interest) if I accept within 5 days. I had 2 other live PDLs when I took this out and I was in a repayment plan with Wonga. Should I pursue with the Ombudsman? It was only one loan but rolled over so many times, does that matter?
Thanks in advance for any help/advice you can share.
Kayleigh says
Hi just looking for some advice…. I took out 18 loans from Wonga in 9months between November 2009 and July 2010. The interest I paid in total was over £1200. I was on Income support at the time and only 19 (how I got accepted was beyond me). I was overdrawn by my bank by 1900 (arranged) at the time and had charges and missed bills every month! I’m finally out off all the debt now and since wrote to Wonga they have offered me £670 (that includes the 8% interest), I feel it’s not enough and want to go to the ombudsman but I’m worried that if it doesn’t rule in my favour will the offer of £670 not stand anymore. I dont want to go to the ombudsman and loose that money as it is still a lot of money I’m just hoping that I’m entitled to more. Anyone else been in this situation.
PJ says
I notice quick quid resolutions seem to be a hot topic, so as someone who is reaching the end of this lengthy process, I thought it may be helpful to outline the timelines I have encountered.
Week 1: Complaint made to QQ
Week 3: Low offer from QQ
Week 8: On the final day of 8 week period, final response offering approx 10% of a settlement figure I’d view as realistic
Week 8: Complaint sent to FOS
Week 11: Complaint allocated to adjudicator, information from me requested (credit file)
Week 15: Quick quid make an offer via FOS for a handful of loans, increasing the figure to approx 30% of realistic settlement. This means a delay in FOS proceedings for 2 weeks, due to an offer being made.
Week 20: Fairly long delay, without much information. QQ for example they did not respond to requests from Adjudactor. My adjudicator reached a decision in my favour.
Week 21: QQ contest the decision so it needs to go to Ombudsman
Week 24: Case allocated to Ombudsman
Week 29: Decision from Ombudsman in my favour, which was actually more than the Adjudicator had proposed. There were delays in this being done, as during the period, QQ chose to increase the offer by a modest amount, which resets the clock a little.
Week 30: QQ given 4 weeks to calculate the settlement, remove from credit file and transfer my settlement.
Week 32: QQ transfer the funds
As you can see, total duration = 7 or 8 months since starting complaint.
This is a very lengthy process, so you need to keep your morale up. i did feel that perhaps QQ tried to stall the pace of this, to try and encourage me to accept one of their offers. My complaint started towards the end of November 2015. I suspect resolution will take even longer now, considering how busy the FSO are, and the cases taking longer to be allocated to both Adjudicators and Ombudsmen.
Marcus says
Between ombudsman final decision and them giving 4 weeks for qq to pay out…..did you have to do any chasing of qq…..or did they just pay at week 32 without any further hassle? Or did they contact you?
Scott says
Hi all its. Coming up to my 8 weeks on Monday for quick quid to reply I noticed today that my loan history has vanished !! I have mailed them asking why my history has been deleted doubt I will get a reply !! Anyone else had this happen and are there any consequences to this ?
katie says
4 days short of my 8 weeks, I got a response from QQ saying they will offer me 200 pounds as a gesture of “goodwill”.
I believe, based on the loans I took out, I am due around £4,000
I have just sent my details to the ombudsman – let’s wait and see!
Steve says
This site is fantastic!
Last week I started the process of complaining about unaffordable loans with 8 payday lenders between 2010-2013, including QQ.
FYI I tried to log in to my old Quick Quid account to obtain details of loans. I was greeted with a message telling me I have been turned down for a loan on this occasion!!
More importantly they automatically carried out a Credit Search which has now shown up on my file. So be aware of this when you are doing your digging….
Terry says
Hello,
I was wondering if anyone could help me out a little? I borrowed over £12000 with QuickQuid and made a complaint. they came back with a offer of around £500 which i feel is far too small to accept. I put this forward to the Financial ombudsman who have looked into this further. In the midst of it all they advised me that because I went bankrupt in April this year due to financial restraints the monies owed to me would not come to myself directly and is likely to be paid to my trustee.
Dones anyone know if this is true? And is there any way around this? The Quick Quid debts was all cleared before I went bankrupt.
Sara (Debt Camel) says
This is correct. Sorry, the main payday loan refund article (https://debtcamel.co.uk/payday-loan-refunds/) and Payday loan FAQs (https://debtcamel.co.uk/payday-refunds-faqs/) both make it clear that it is pointless for you to try to get a refund if you are of have been bankrupt.
Ben D says
Hi All,
My complaint against QQ has gone all the way to ombudsman level at the FOS. The ombudsman upheld my complaint and agreed with the adjudicators findings. Should get back around £6,800 with the 8% interest added. QQ have been given a 15 Sept deadline to reply to the ombudsman’s decision. QQ string everything out as long as possible so all be prepared for a lengthy process. Can’t thank you all enough and Sara especially for all the advice and help from these pages and the comments section.
Ben
Rachel says
Hi Ben good news about your case, could I ask how long for the ombudsman to decide once it had been passed on from the adjudicator? I’m waiting for the ombudsman at the moment to look at my case
Ben says
Hi Rachel
Once the adjudicator passed the case to an ombudsman it took three weeks to get a preliminary decision through. The ombudsman then gave the business a month to reply to the preliminary decision. In my case QQ have a 15 Sept deadline to respond to the preliminary decision. I’ll update this post once I have anymore info on my case.
brad says
hi ive had a total borrowed amount of £14,575 from QQ between may 2009- mar 2011. over this period I paid back a total of £3148 in interest over this period. I have all my statements from QQ stating everything I had paid. Will quick quid pay me back for the loans that are over 6 years old or have I got no chance of seeing the older loans refunded?
be so grateful for your help? if anyone has any past experience on loans over 6 years old.
thanks,
Brad
Sara (Debt Camel) says
Hi Brad, the Financial Ombudsman service is trying to decide whether to look at loans over 6 years old and these cases are currently on hold until it does. You need to get your complaint into QQ asap and then get it to the FOS after 8 weeks exactly – then if the FOS decides it can’t look at the older loans, you will still have as many as possible within time.
Kate says
Hi,
My complaint with QQ got passed to an adjudicator who contacted me on the 7th of September asking for my bank statements, credit file and if I had ever told QQ I was in financial difficulty. They gave me a deadline to reply with the details by 14th September. Do you know if they put the same deadlines to QQ and, if so, does that mean that if QQ drag it out it’ll delay my case even more?
Also, does anyone have any rough idea of how long it takes for the adjudicator to make a decision? It’s now nearly 3 months since I first complained to QQ so it’s really starting to drag out :(
Thanks guys!
PD says
Quick Quid get back to Adjudicator suggesting they don’t have to ask consumer for expenditure prior to 2014. and they will not refund anything. also adjudicator ruled in my favor asking them to repay all interest and 8% going back to 2010. just interest comes to over 10K. not sure if this is one of the tactics used by Quick quid to drag it longer.
Sara (Debt Camel) says
Hi PD,
“don’t have to ask for expenditure prior to 2014” this argument is similar to a payday lender saying they didn’t have to credit check you before 2014 . It is technically true BUT if you continued to borrow from them month after month (which in your case sounds as though it was for a very long time) then QQ should have taken account of this, noticed that you were dependent on these loans and stopped lending. Or of course they could have asked you to provide details about your income and expenditure if they were worried – just because they don’t have to do something doesn’t mean they couldn’t do it and this would have been something a responsible lender should have considered.
A lender has to take account of what they knew. If they didn’t know your expenditure, then they couldn’t take account of that BUT they did know that you were repeatedly borrowing from them suggesting the loans were unaffordable. And they ignored this.
It sounds as though this is a very good case to take to the Ombudsman.
PD says
Thanks Sara, I will wait till response from adjudicator as she will have to look at point raised by quick quid and then let me know her response.
I hope adjudicator don’t change her original decision and stuck to her initial report. I am worried now that she may change her original decision.
Sara (Debt Camel) says
If she does (and hopefully she won’t as this isn’t really a serious argument from QQ) then come back here as (a) you can discuss it with the adjudicator and (b) escalate to the Ombudsman level if needed.
Mark says
Hi All
GREAT NEWS,
QQ are refunding me £2145. Just wondering if anybody has any idea how long they take to process refund?
Also waiting here to back from FOS regarding Payday UK & Wonga
Thanks again for all the help
Bob says
I accepted an offer from Quickquid for 350 which was a goodwill gesture. Since then Wonga and other lenders have paid me back thousands in interest which means I prob did have a case against QQ. Do I still have a case to argue? It was thousands of pounds worth of interest in two years worth of loans.
Sara (Debt Camel) says
I am sorry but no.
PD says
Update
Adjudicator stand by her decision and upheld my complaint. She is going to speak to quick quid if they don’t agree need to escalate to ombudsman.
Sara from experience can you please advise what is my chance of getting same result at ombudsman.
Sara (Debt Camel) says
I haven’t seen enough cases to feel that I can quote any meaningful percentages. from what you have said, you case sounds very good – if it is it is VERY rare that the Ombudsman will change it a lot, but sometimes the Ombudsman will decide that only loans after dd/mm/yy should be refunded. In your case that would probably still be a good result!
PD says
Thank you for you kind input and prompt reply you are changing people’s life with your advise you are an absolute angel. God bless you.
Jessica says
I’ve just made a complaint to QQ (with the brilliant advice on this website) and these are the questions they sent me-they seem to have changed slightly.
Questionnaire
1) What was your income per paycheque at the time of your loan(s)?
2) What were your monthly expenses as of the time of your loan(s)?
(please include mortgage/rent, travel, utilities, payments of other credit commitments, food, and other expenses as separate items)
3) Recently, we have seen an increased number of complaints where the complainant has obtained a template from a website or blog. Did you use a website template? If so, can you please provide the name of the website?
4) Please provide a copy of a bank statement from the time of your loan(s).
5) Please provide a copy of a payslip from roughly the time of your loan(s).
Sara (Debt Camel) says
They do see seem to vary the questionnaire slightly from time to time. It’s up to you how you want to reply – if you don’t have some of the info or you don’t want to provide them with your personal bank statements, tell them you would like them to consider your complaint without this.
If QQ were better at making reasonable offers, people would probably feel there was more point in proving a lot of information.
Jessica says
Thank you Sara, I am going to ask them to consider my complaint without my bank statements, but will give my last payslip from my agency at the time.
Jason says
Hi all,
The adjudicator has gone in my favour on only one loan out of 10 ! He gave qq two weeks to accept or not and now he has given them extra week ! Now as it is only one loan will they accept or go to ombudsman ? If they do I will argue for other loans to be added if they don’t I will accept the decision ! Has anyone had similar case and qq have not accepted decision on one loan ? Surely it’s beneficial to them to accept decision ?
Jim says
Hi Jason,
Without knowing the circumstances of your case, it’s hard to say if QQ will accept, but I suspect they will because they probably don’t want you to ask the Ombudsman to review.
I did not accept one of the adjuncticator’s decisions on one of my many cases, and I’m glad I did. The ombudsman agreed with me and decided to award me repayment of a few more loans.
The adjudicators are trying to be fair, but they are less experienced and can sometimes get it wrong. It may take longer, but if you ask the ombudsman to review you will know that you had the most experienced professional reviewing your case and making a decision. They are usually very quick to turn around.
Jac says
Hi i have a complaint in with the adjudicator against QQ, who sent me a standard letter offering me £250 goodwill compensation. The adjudicator has asked for my credit file which I have sent and also my bank statements which I am worried about sending as at the time used to gamble. I was in a decent paid job but got myself into a never ending circle of borrowing from numerous pay day lenders and also had a dmp. Now I have paid all pay day loans off and am in a better situation I have been reflecting. I am worried about sending my bank statements to the adjudicator but also feel the pay day loan companies should have been able to see from my credit file the frequency of my loans with numerous companies with some having defaults on them.
Thankyou for listening.
Marc says
Don’t worry about gambling transactions. I had some on my account. QuickQuid offered me £200 after 8 weeks. I then got a further offer at adjudicator from quickquid of just over £4000….myself and adjudicator pursued more and I got over a five figure some back from them after ombudsmans decision. Stick to your guns. Thanks to all.
Scott says
Ok so here is my story so far sent mail to quick quid they acknowledged I sent what they asked for and had normal response that everyone gets it can take up to 8 weeks I had no reply I mailed them 3-4 times when the timescale was coming to an end still no reply from them I sent to the ombudsman who sent a letter saying unto 13 weeks it’s now been 7 weeks and I have heard nothing at all is this the same as anyone else’s experiences? As I notice most get a offer of some sort I’ve had nothing starting to give up
I notice people saying it’s with the adjudicator? I just sent to ombudsman is this right to do ?
Sara (Debt Camel) says
Hi Scott,
whether people get an offer, a rejection or just hear nothing seems to be really random. You have done the right thing sending it to the Ombudsman. The delay at the Ombudsman is that they are hoping QQ will get in touch with them… if QQ do, an adjudicator will pick the case up then, otherwise it waits in the pile … then at some point it will be picked up by an adjudicator even if QQ haven’t replied.
The adjudicator is the first stage of the FO process. When you send a complaint in,, as you have done, it is always looked at first by an adjudicator. It only goes to the second “Ombudsman” stage if the adjudicator can’t get everyone to accept their proposal.
Your delay isn’t worryingly long, but I think it’s worth giving the FO a “nudge” – I suggest you phone them up and ask if there is any more information that you can supply.
Scott says
Thanks for that much clearer now I do have a email address for someone at ombudsman I will give that a go if not ring them I shall let ppl now the outcome
Lauren says
Hi there,
I sent in my claim to QQ sometime in July, they came back to be concluding that my loans were not unaffordable, but offered me £100 as a ‘goodwill gesture’. I thought it was strange that they’d offer me a small payout if they didn’t think they were in the wrong, so I escalated it to the FOS.
My adjudicator got in touch yesterday and said QQ has come back with another offer of £437, based on only one of the loans (the most recent one). I have until Friday to let him know whether I want to reject this figure and have my adjudicator look even further into my case, which will involve me sending my bank statement, credit file, etc. He said that if I reject this payout and he ends up deciding that the loans were indeed affordable, I won’t get anything.
In my opinion, the loan that QQ have concluded was unaffordable was actually one of the MOST affordable, as it was the only loan I took out when I was in full-time employment (the other loans were taken out while I was a student and freelancer, I don’t believe I should have been given them in the first place). I know it’s tough to offer advice without knowing the details of my case, but has anyone else rejected an offer from the FOS and then lost out entirely?
Thanks all!
john says
complained against quickquid regarding their flexi account which basically just involved me redrawing on the credit every month to survive. Loan/credit about 1300. They rejected my complaint saying it wasnt a loan and they said their flexi account is like drawing on a credit card. They also said they carried out extensive checks etc. Complained to ombudsman after 2 weeks advised they are now offering me £400 to settle not sure what to do. Great website by the way
Sara (Debt Camel) says
Thanks :) Any idea how much interest you paid on this account?
john says
just looking on my account on the 1300 full advance credit the annual interest over 10 months on the min payments was 1699.50. Basically for a year it would allow me to redraw after the monthly payment upto my 1300 credit limit. Eventually this caused me financial trouble. Didnt expect anything re my complaint surprised they offered after their initial response re the flexi account. I not they no longer offer this product
Dicky says
After a long drawn out process (complaint – 7 weeks wait – final (rejection) response – Ombudsman – 6 weeks wait), my complaint against QQ was eventually upheld. I had only had 3 loans with them (within last 6 years). The ombudsman ruled that the first loan was not missold, but that the second and third were. They awarded me interest, charges and interest on loans 2 and 3, which reduced my balance (now in a DMP). Importantly – and this is what I really wanted – they ruled that all 3 loans should be removed from my credit file. Still waiting for that final step to happen, but I’ve had multiple emails from the leeches at QQ confirming it’s been done. A minor victory, but a victory nonetheless :-)
Jac says
That’s good news for you I’m pleased people are challenging quick quid. The adjudicator looking into my sons case seems to be moving things along and has already said he thinks QQ could have made better checks so now needs to see if the loans were available. So it’s a waiting game. Then I’m going file a complaint against Wonga who said they couldn’t even identify my son in the system! I sent them an email containing a part of his credit file with his loans on. It’s ridiculous .
Henry says
Hi everyone,
Have been going through FO with my complaint against QQ and below final response:
Dear xxxxxcc
I’m getting in touch in relation to your complaint against QuickQuid.
In response to my view letter on 26 September 2016, QuickQuid has made an offer in line with my recommendations. The offer is to refund the interest and fees you paid for loan three and to remove both of the loans from your credit file.
QuickQuid has confirmed the outstanding balance with the third party is £642.00. With the interest removed, the principal left to pay is £393.80. I’ve provided full details of the offer are below:
Refunded fees and interest paid on loan three: £213.88
Plus 8% simple interest per year: £75.33
Minus outstanding principal on loan four: £393.80
Amount of principal to pay back to QuickQuid: £104.59
QuickQuid has also said the final loan will be recalled from the third party. Should you accept, QuickQuid would like to know if you’re able to repay the full outstanding balance or if you’d like to set up a payment plan.
You now need to let me know if you accept QuickQuid’s offer. If you do, I’ll let them know and I’ll ask them to contact you to arrange repayment of the outstanding balance.
If you don’t accept and would like an ombudsman to look into your complaint. Please let me know by 18 October 2016, so that I can progress your complaint.
If you have any questions about the offer, I’ll be happy to answer them. I look forward to hearing from you.
Kind regards
——–
It appears that QQ isn’t going to repaybany fees and is asking me to repay the principal amount outstanding. I don’t think that I should be paying them anything and the balance should be waived.
Any thoughts ?
Sara (Debt Camel) says
So you had 4 loans from them, the fourth of which you defaulted on – is that correct?
The adjudicator has suggested QQ refund everything from loan 3. Unless you rolled loans 1 and 2 several times, or missed payments to them, this sounds pretty typical.
On loan 3 you paid £213 in interest [do you think that is right?] to which they have added 8% statutory interest, making a refund of £289.
On loan 4 they say the outstanding principal is £393 – does this sound right? How much did you borrow for loan 4 and have you made any payments to it?
Henry says
Hi Sara,
Thank you for the response.
Yes, the borrowing summary is as below:
Loan 1. Borrowed £50 and repaid £79.50
Loan 2. Borrowed £150 and repaid £238.50
Loan 3.Broowed £300 and repaid 513.88
Loan 4. Borrowed £400, that I defaulted on. However this loan has been sold to several debts collection agencies and I can clearly remember paying some fees towards this debt.
As I mentioned in my compliant at time my incomes were hardly £700 and month and it wasn’t even enough to meet my basic expense e.g rent, utilities, food, travel etc. I wouldn’t mind not to get the interest refunded, however I don’t think QQ should ask me to repay the principal for the outstanding debt.
Many thanks for your help
H
Sara (Debt Camel) says
I’m sorry but this isn’t going to happen. The ombudsman takes the view that you have had the use of the money you borrowed so it should be repaid, but the lender shouldn’t benefit from any interest on a loan they should not have given. See https://debtcamel.co.uk/payday-lender-write-off/ for details.
You should find out what the balance outstanding is. Check your credit records and see who now owns it: https://debtcamel.co.uk/best-way-to-check-credit-score/. If you have paid £50 off you will be getting that £50 back.
Henry says
Many thanks….I guess £104 is not that much after all and will improve my credit rating in long term.
H
Ruth says
Hi Sara,
I have complaints logged with several payday loan companies, some who I Repeatedly borrowed from and some rolled over or deferred. However, there are some payday lenders that I just had one loan with, which I repaid when due. These individual ones were often used to pay back other payday lenders.
For example I had one loan with Wonga which I used to pay back a PDUK loan.
The question I would like to know is, with these one off loans can I claim back the interest based on unaffordable lending or is it just relevant on the companies where I have a a few loans, deferred payments or rolled over?
Thanks
Sara (Debt Camel) says
If you only had one loan with a lender it is very unlikely you will get a refund unless one of the following applies:
– you rolled the loan over many times (I know you said this isn’t relevant for you, but I’m including it in case other people read this);
– your credit record would have been dreadful, not just poor, when you took the loan out. Think unpaid CCJs or insolvency showing;
– the loan was obviously very large in relation to your income, say £700 if you told the lender your income was £1,100.
Ruth says
Great advice Sara,
There were no CCJ’s just defaults on my credit file at the time.
Thank you
Sarah says
Hi Sara,
I’ve managed to get interest refunded on loans with Payday UK, Payday Express, Wonga and lending stream so thank you for all of your advice!
My issue is now with QQ.
They sent me the ‘you’re not getting a penny’ email so i fired it to the FOS.
Straight away they offered the interest to be refunded to the tune of £1800 on 1 loan out of 5 but to deduct the £240 outstanding balance. This was my major roll over loan so I was pleased with this.
I asked the adjudicator if he would see if QQ would add the 8% on top of the settlement figure and i’d be happy to drop the complaint for my other loans.
QQ advised the adjudicator they would add the 8% interest and waiver the £240.
Almost 3 weeks ago I signed the forms and sent it back to the adjudicator only to recieve an email today saying QQ incorrectly advised they would waiver the £240 so the settlement figure is wrong.
I was surprised how smoothly this whole process had been but i’m now frustrated they can come back with this when I have signed forms to confirm I will not attempt further complaints for compensation.
Can QQ do this or is the adjudicator playing safe letting me know the issue?
I feel like they’re just buying time to part with the compensation…
Thanks in advance
Sara (Debt Camel) says
No they aren’t buying time, just being incompetent.
The forms you signed to say you accepted the offer – at that point did the offer include waiving the £240 balance?
Sarah says
Yes it did. I was surprised it mentioned waivering that amount as I was happy to knock that fee off. I’m just annoyed now as they’ve set my expectations and I can’t change my mind later on.
The adjudicator has been brilliant and is going back to them but he said this was ‘unusual’ and couldn’t give me a timescale for resolution.
I wasn’t expecting the compo so I can wait it out :)
Adam says
I’ve had the adjudicator rule in my favour over quickquid and they have until the 27th October to reply.
I have a couple more complaints – shall I wait for the outcome with Quickquid (if it goes to an ombudsman) before instructing an ombudsman? They’ve both rejected my complaints. I have read some decisions from the ombudsman that have been particularly harsh and I don’t want to risk it because it is crucial I win and have them removed from my file.
Sara (Debt Camel) says
I can’t see any benefit in delaying taking your other complaints to the FOS to wait to see if QQ will agree with your adjudicator or not, of if it goes to an ombudsman whether the Ombudsman upholds the adjudicator’s decision. That isn’t going to make any difference to your other complaints at all.
If you think the loans were unaffordable and the lender should have been able to tell that, then go to the FOS. If a complaint is rejected by an adjudicator and you think they have missed something important or not understood your position, take the case to the Ombudsman – you have nothing to lose!
The Ombudsman usually upholds an adjudicators’s decision. If the decision is in your favour and the lender rejects it, or offers something a lot less instead, you should take the case to the Ombudsman. I have seen many Ombudsman decisions that seem sensible and mindful of the problems people taking payday loans face and very few that seem harsh.
There is no point in taking EVERY payday loan to the FOS, or going to the adjudicator level, just because you want them off your file. If you only had 1 or two loans, small, repaid on time, you aren’t at all likely to win and it’s just a waste of your time.
Jack says
Hi,
With QQ dragging everything out over such a long period of time I was wondering if anyone had considered getting the final response from QQ and then filling in an online claim rather than going to the ombudsman? Not putting the ombudsman down here, seems like they are battling through the backlog and getting you guys some well deserved money plus interest. With an online claim to the courts there is a fee involved but unless the claim is for a huge amount the fee is usually small. The advantage would be that the lender has to either file a response quickly or pay up.
It seems from reading your accounts of how much and how frequently you got pay day loans that a lender would bot defend it and have to pay your claim without a hearing.
Has anyone taken this approach?
Sara (Debt Camel) says
Hi Jack, I haven’t heard of anyone doing this. And I think the chance of a lender just paying instead of defending the case is VERY small.
If you have read some of the articles and comments you may have seen that I usually say things like “you don’t need to bother to cite what law the payday lender has broken”,”you don’t need to worry about exactly what the regulations regarding credit checking by lenders were at the time of each of your loans” and “you don’t need to calculate exactly what your refund should be or decide exactly which loans were unaffordable”. That’s because you are passing the problem over to the FOS who will be trying to reach a fair decision, who will ask you for more information if that is likely to help your case and who will produce a draft decision that you can react to, making more points if you think something has been missed.
That’s not how the courts work. Your claim would have to be specific about exactly what the payday lender had done that was illegal. The judge looks at what is presented to the court, there is no hunting around to get the full picture.
The small claims track is meant for cases below 10k in value, but cases which are complex may be allocated to a different track where the procedures are more formal and there is risk that if you lose you could have to pay the lender’s legal costs. It could also be very lengthy!
If you decide you want to do this (and as you can probably tell I don’t think it’s a good idea just because the FOS is slow!) then a good starting point could be that there was an unfair relationship. This is not a simple money claim and it may well not go through the small claims track. It is also an area where I think you should consider taking some advice, possibly through a local Law Centre or by going to your local Citizens Advice.
You would also need to have responded to QQ’s questionnaire giving your bank statements, credit records, pay slips etc. You don’t want QQ’s lawyers to be able to ask the judge to award them costs (so you have to pay their fees) because QQ tried to settle the matter amicably outside court and you refused to substantiate your complaint resulting in needless litigation.
Jack says
Thanks for your detailed response Sara.
Your probably right and I can see some great success stories on here for those that have been patient gone through the process.
3 complaints submitted to payday lenders a week ago. 3 complaint acknowledgement and case reference numbers received. So I wait their responses and will take it from there.
Lending Stream tried the “send us £10 first” trick. I replied with a copy of their complaint process and they backed off this approach and agreed it was a complaint not a request for information.
Ideally I would receive an offer for most of the amount claimed and settle although I imagine the payday lenders are all over this website so I should say I would not agree to a token amount!
Great work on this site Sara – Well done!
Jack
Jac says
Has anybody had a decision against them by an adjudicator and then take it to the ombudsmen and won a claim or do they tend to ‘stick’ together.
Sara (Debt Camel) says
Yes we have had people here that have won cases at the Ombudsman level where they were rejected by the adjudicator. They may not be continuing to read these comments though, so they may not answer.
We have also had cases where a lender has rejected an adjudicator offer and the Ombudsman has then gone on to increase the award.
Normally the Ombudsman upholds adjudicator decisions – but that is usually because they are right!
If you think you have a good case, take it to the ombudsman level. If you aren’t sure, summarise your case here and ask!
Steve says
I complained to QQ at the start of August. Got my final response on the 16th September stating they did nothing wrong. Sent complaint to FOS the following day. On the 26th of October the Adjudicator phoned me and said QQ had admitted responsibility and offered a refund of £2000. I accepted and it was paid into my bank account on the 1st Nov. Absolutely delighted! Thanks Sara for this fantastic site!!
Scott says
Congratulations that’s the quickest I’ve seen insent mine in August 12th had no reply from quick quid sent ombudsman and still awaiting a reply today I have rang a couple of times and quick quid still have not replied to them either I’m just hoping that that’s also going in my favour
Dave says
Fair play Steve. QQ admitted responsibility for my case on 13th October and still no payment has been made. I just don’t understand how they decide who to pay and when. I’m frustrated with it all. Only taken 5 months and still unresolved.
Lewis says
I complained about quick quid in august they come back and offered me 250 after 8weeks so i sent complaint to the fos. On Friday the adjudicator contacted me and they have upheld my complaint they have given qq until the 17th to reply. I paid 2900 in interest so i am hoping for a nice refund. I have 5 complaints with the Fos wonga, payday express, toothfairy, 1st stop loans and im still awaiting a 600 cheque from cash genie, im hoping for some big refunds before xmas or early next year.
Dave says
Hi Sara,
Quick Quid agreed with my adjudicator at the Ombudsman to pay me nearly £800 on the 13th October 2016. I still haven’t heard anything from them after numerous calls and emails to ask them what the hold up is. I know they are entitled to upto 28 days but I just think it’s a disgrace that it looks like they’ll pay up on the 28th day. If they go over the 28 days am I entitled to more compensation? Theoretically should I be entitled to an extra months compensation @8% anyway? I’m very frustrated that they can’t just say when they will pay it and if they actually will.
Jac says
The adjudicator decided that quick quid could have done more checks on the 21 pay day loans I had with them but decided that I could afford the payments! I couldn’t but he thinks otherwise. The final decision has now gone to the ombudsman. Had anyone else had this happen and the ombudsman has overruled the adjudicator or am I wasting my time.
Sara (Debt Camel) says
Yes we have seen “odd” decisions by an adjudicator overturned by the Ombudsman. If the decision from your adjudicator gave reasons why he thought you could afford the loans, it’s probably worth writing an email explaining why those are wrong and asking it to be passed to the Ombudsman. Some people have found it useful to pick a typical month (not the best, not the worst) and go through your bank account statements for that month summarising where the money went and that you couldn’t manage without borrowing from QQ again.
Vin says
Yes its just happened to me with similar circumstances. Mine has also gone to the Ombudsman. All my other complaints have been upheld.
John says
Quick quid deleted my accou t history from the online account section. I put In an unaffordavle complainr to them and asked theme to send me a statement of account. They said this was will be sent but I never received it and have had. Final decision off them rejecting the claim. Thy say as I only had two loans and on my application I stated my income was 2000 per month my credit score was 1.5 something and the bottom rate for acceptance was 1.18 so they had ran checks properly. My argument is that altho8gh I did only have 2 with this comany I had several elsewhere and I know these 2 were rolled over numerous times. Probably taking 18 months to clear 2 “payday” loans.
I have told them I disagree with their decision based on this and will refer it to the ombudsman on these grounds and again asked for statement.
What should I do now? Wait for statements which may never turn up or just send to ombudsman and state I am unsure of amounts or length though repay?
I’ve already accepted an offer off myjar which was much easier than this.
I’m delighted I stumbled across this site…
Thanks for any input
Sara (Debt Camel) says
I suggest putting in the complaint to the Ombudsman now and saying you don’t have the details yet (explain you have asked QQ to resend the statement which you never received) but you think you had two loans that were rolled multiple times over a period of 18 months.
If you have your bank statements for this period, you could try to “reconstruct” the loans from there. This is often simpler that deciphering a payday lenders Statement of Account! Any credits to your account is what you borrowed, and payments you make are interest plus capital. So if you see a credit of £300 followed by five months of debits around £80 followed by a debit of £375 say that is one loan rolled 5 times with total interest paid of £475.
John says
Thanks Sara. And thanks for putting this site up. Already I’ve had a loan removed from my file and written off (+£400) and a refund over 550 ish of myjar so I am really grateful to you.
I don’t have statements unfortunately… and my online banking doesn’t go back that far (barclays) should I just go straight to ombudsman or try and approach barclays for duplicates do you think?
Sara (Debt Camel) says
I would go to the FOS straight away – get yourself in the queue! You then have a few weeks when nothing will happen so you could spend that time getting the bank statements and creating your loan list, then contact the FOS (or the adjudicator if one has already been assigned) and give them the extra details. They are very likely to want the bank statements anyway, so this is just getting ahead.
Michellw says
Hi
I have just had the practically same response, but they said I only had 4 loans but didn’t include the 3 or 4 roll overs per loan and then refinancing straight after, which would work out as a loan with them for approx over a year
I would say that showed signs of dependency lol
Michellw says
Just had a rejection from q q basically saying that my internal credit score was high and I showed no dependency as I only had 4 loans with them. What they didn’t say that each loan was extended for the three times allowed and then refinanced straight after. Only stopped lending when I went in a dmp. So do you think it would be worth taking this further. At the time I had 10 other lenders on the go. Thank you
Speedy cash. Lending stream and Mr lender have all upheld my complaint
Sara (Debt Camel) says
So you borrowed every month for a year with no gaps? Definitely worth taking to the Ombudsman!
Michellw says
Thanks will do. Doesn’t seem too bad when they say you only had 4 loans but they should mention the roll overs
Michellew says
Just received my statement of account from QQ, who state that the loans I have taken out with them did not show dependability and I only took 4 out. However, your input would be greatly appreciated if you could see if they are correct or I am, in that I did become dependable on them:
. Original loan taken out 24.11.09 amount £400.00 – loan rolled over and principal paid back on 30.03.10
Second loan taken out 30.03.10 amount £600.00 – loan rolled over and prinicipal paid back on 30.09.10
Third loan taken out 30.09.10 amount £750.00 – loan rolled over and principal paid back on 25.03.11
Fourth loan taken out 25.03.11 amount £750.00 – loan rolled over and principal paid back 24.05.12
So it would appear that for over 18 months I had a constant loan out with them, and every time I re-borrowed the amounts went up. They said I had 1400 income but I must have put down that as my gross pay and not net as I am only just receiving this nowAlso if borrowing over 50% of your salary towards the end doesn’t raise alarm bells I don’t know what would. Thank you
Sara (Debt Camel) says
QQ should be ashamed of themselves. That is a clear pattern showing that you were dependent on the loans and that they were unaffordable. Take it to the Ombudsman!
Ricky says
Hi Guys, the adjudicator has given me an answer and have agreed to refund me over £300 from my PayDay UK loans, it’s a result in some sort I guess. My quick quid case is just waiting for a final answer now so fingers crossed.
My questions is the adjudicator sent me the final response via letter, I accepted and signed the acceptance form, she received it and today i emailed her my bank details. How long from now will it take for the refund to hit my bank once she has given my bank details to Pay Day UK?
Thanks Guys