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
Garry says
Hi Sara. The FOS has looked into my 18 loans and upheld half of them this week. None of the first 6 as I expected. But the main thing is the adjudicator informed QQ that I only found out in the past 3 years that I could complain. This means the 6 year rule doesn’t apply for loans older than that as you know. So happily they’ve investigated the whole lot. Just waiting to see if they’re going to push it to an ombudsman for a final decision or payout before that happens.
Btw when you said to me before that I should get my complaint to FOS ASAP after the final response letter, I have to point out that it doesn’t matter what date it’s referred to them as long as it’s within six months from the letter date. It wouldn’t mean any of the loans are at risk of ageing over 6 years and them not looking into more of the loans. It’s made clear in the DISP rules.
Anyway I wanted to say thanks for your help and you’re doing a fantastic job with helping everyone out.
Sara (Debt Camel) says
Great, let’s hope QQ accept the adjudicator decision.
It’s quite right that people have 6 months to get their case to FOS. My reasons for telling people to send the case straight away are:
– it gets you in the FOS queue earlier
– if FOS had reached a different decision and decided your over 6 year loans could not be considered, it maximises the number that would be within 6 years
– it prevents the lender or a debt collector starting court action if there is an outstanding balance. Not usually a problem with QQ but as general advice it is good
– it avoids you forgetting… it’s painful when people come here and say they have just remembered about a decision 9 months ago and FOS says it’s too late.
Charlotte says
Quid Quid are an absolute joke!
Complained May 2017, they rejected.
Passed to FOS, they couldn’t review because loans older than 6 years so went in a queue until they could consider.
April 2019, adjudicator upheld my complaint and gave QQ 2 weeks to respond. No answer from. QQ. FOS gave them another weeks.
QQ came back and refused based on 3 year rule.
Went into queue for ombudsman early May
Adjudicator reviewed and went back to QQ advising why they can consider my complaint and gave them several season based on the 3 year rule and when I became aware etc etc.
Deadline yesterday for QQ to respond.
Today I chase the FOS. They advised they have heard from QQ And they haven’t agreed based on the 6 year rule (wasn’t mentioned in QQs first response m, they initially refused due to 3 year rule).
Now adjudicator has to review again and is saying they may not be able to pass onto the Ombudsman!!!!
What an absolute joke! So 2 months ago I thought I was getting a pay out. Now they might now be able to pass on to the ombudsman. That’s where this complaint will end after 2 years of waiting and fighting.
Darren says
Outrageous.
This is exactly the same position I’m in but I’ve had no contact from my adjudicator since these parasites rejected their decision .
18 months down the line and I’m losing the will to fight any more
Elam says
Quickquid saga:-
August 2018 made a complaint to Quickquid regarding affordability.
October 2018 it went through to the ombudsman after they disagreed.
April 2019 adjudicator picked up the complaint and upheld for us.
April 2019 quickquid disagreed and it went to ombudsman.
May 2019 ombudsman upheld adjudicators decision and told quickquid to contact us with the amount for us to check
May 2019 quickquid have not responded after two weeks and when I rang them today they said they can’t talk to us or email us about it so I told them I am going back to the ombudsman to let them know what they have said.
I am totally disgusted with this and although I keep being told the ombudsmans decision is a legally binding decision I am wondering what they could be up to next – court perhaps!
Sara (Debt Camel) says
This is an over 6 year loan case?
QQ normally pay up pretty promptly. It may just be sheer volume of numbers, there are a lot of decisions going through at the moment. Keep us informed?
Luke says
Hi Sara,
Firstly just want to say thanks – your guidance for complaints has allowed me to claim back for the majority of loans I’ve taken out across multiple payday lenders.
I’ve just had my QuickQuid case come back in my favour, with an Ombudsman instructing QQ to redress me for 8 loans totalling over £1000. This is a decision from an Ombudsman (they previously rejected the adjudicators decision).
Just wondering, how long does it take QuickQuid to pay out the interest roughly? Thanks
Sara (Debt Camel) says
Normally this is pretty quick, just a few days from when QQ are told by the Ombudsman that you have accepted the decision.
Lee says
My 14 loans that I took with QQ over a 14 month period are from 2012.
I rejected QQ small offer
Now I have escalated.
Have people had success with loans of this age?
I paid over £2500 in interest, it would be great to win with interest.
JamesH says
QuickQuid or casheuronet did not agree with the adjudicators decision but have given me an offer not far off.
Due to current finances I’ve accepted this. £8k rather than £9.5k which was the suggestion from adjudicator.
How long is the payout likely to be from now?
Thanks
Liam says
Usually paid out within a few weeks from what I have read, all in random amount transactions amounting up to the total.
8k is good. How much interest did you pay to QQ ?
James says
About 8k… they didn’t want to pay off on one loan… I’m not in the situation to refuse £8k for 6 months!
Sarah says
I accepted an offer yesterday morning and the adjudicator told QQ and I rang through to QQ to see how quickly they pay and the lady told me normally 48 hours after they receive the acceptance from the adjudicator.
Tony says
Update, or not as the case may be.
Contacted FOS today and was told QQ are still disagreeing whether the FOS can actually look into these loans, despite an adjudicator upholding most of mine, most of which are over 6 years old, which doesn’t really make sense does it?
Timeline;
Sept 2017 – sent to FOS
March 2019 – adjudicator upheld and have until 28th April to respond
Nothing from FOS in the form of any updates and then told that today, I’m confused.
What do you think?
Kara says
Tony, my situation is very similar. I think, after a couple of cases whereby QQ had to issue refunds, the FOS was hopeful that they might start accepting decisions re >6 yr loans at adjudicator level but that doesn’t seem to be the case. I’ve been told that there’s now another delay whilst they handle the issue collectively, which is really frustrating after the initial 14 month wait and adjudicator decision that I was due a refund. There does seem to be some movement with individual cases though, so I’m hoping that they are still passing the cases up to Ombudsmen whilst they look at the problem as a whole.
Mori says
Hi Sara
I received a reply from QuickQuid with the following and I wondered how much of this information I actually need to provide or are they just making it difficult for me?:
To help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of compensation), please provide us with the following information as soon as possible:
· Bank statements (at the point/s you took out your loan/s with us)
· Payslips (at the point/s you took out your loan/s with us)
· Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
· What is the date of your first loan?
· How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
This information will enable us to complete a full investigation into your complaint.
Sara (Debt Camel) says
QQ ask everyone for this info – see the above article for what you could do.
Fiona Mcleod says
Fos have said they are in talks with qq over my case and hope to be in touch soon. Complaint sent April 2017. QQ agreed on 28th of April to only 4 loans out of 19 that adjudicator said to include.
Tracy says
Hi Sara
I made a complaint to the FCA and Quick Quid CEO back in May. I received a response from Quick Quid telling me they have written to the FOS and asked them to expedite my complaint.
I waited a week from receiving this and hadn’t any news from the FOS. I have been told today that Quick Quid have dropped there objection to the ombudsman looking at my complaint but disagree with the adjudicator findings as the loans were over 6 years old.
The person at the FOS didn’t know what action they should take in this situation! (This has me very worried) they received a response from Quick Quid on 21st May but still haven’t done anything with my complaint.
Has anyone got any reassurances they can give on this one.
james r says
Spoke to FOS today. All adjudicators decisions that QQ disagreed with are on hold!!! THey will not be getting passed for an osbusdsman ruling at present. They are hoping that by discusiing thier finding AGAIN with QQ they will re consider there disagreements with adjudicators findings and pay out. Until this is agreed / disagree all adjudicator decision pending. I suspect QQ will again disagree with the FOS – all will need to be overlooked by an Osbudsman and we will be another 6-9 months awaiting an outcome. Must stress this is on loans over 6 years old – or thats what Iwas told as I fit into this catergory.
I though FOS was the governing body around these issuesm seems to me QQ are taking them for a ride and smiling all the way!!!!
Caitlin says
Hi, getting beyond frustrated here and needed some help.
First logged my complaint in November 2016. QQ agreed to refund me for one loan but not for any loans that were passed 6 years.
I rejected offer and went to FOS. FOS took until this year to look at. An adjudicator sided with me and said they should refund all loans (even those outside of “jurisdiction”. QQ eventually responded saying they disagree with adjudicator.
FOS said will need to go in a queue for a final decision. That was 6 weeks ago. I called FOS today and was told im not in a queue for a final decision. They are working with QQ at a senior level to resolve.
I am confused as it would appear on this thread that people who have same issue as me – are getting final decisions and are progressing quicker than I have, having logged in Nov 2016. Happy to wait in queue but appears the FOS is inconsistent with its approach. Please can any one help with what there stance is? Thank you :-)
Sara (Debt Camel) says
FOS is trying to resolve as many complaints as possible as fast as possible. One approach is to get QQ to look again at certain types of complaints rather than force each one through an ombudsman level decision.
Not all complaints are the same and QQ is not always making the same objection in every case. There may be very good reasons why some go faster than others. This is not random even though it may appear it is.
Liam says
I was due a decision from QQ today about my complaint and received the ” We have been unable to provide you with the results of our investigation to date. We require additional time to evaluate and assess your matter in order to fully consider your complaint. We apologise for the delay and hope to respond to you within the next two weeks. ”
I just made a complaint through the FOS as it sounds like they will just delay as long as they can. May as well get the ball rolling.
Liam says
Update:
About 3 hours later, I received a final offer email from QQ offering me around £2K as redress.
In their own “investigation” they appear to have just randomly upheld loans in the complaint I sent.
When I worked out how much interest they would be due me if the FOS got involved and sided with me, it works out to be closer to £10k they would be due me. As I said, I have passed it to FOS anyway as I clearly have a good case if they are already offering £2K.
Lee says
My 14 loans are from 2012.
Recently escalated to FOS after QQ making a small offer of £347
Darren says
£347 ???
Try multiplying by at least 10 ?
That’s so deragotory
Elizabeth Newton says
It seems that £347 is their magic number, as I was offered that this week.
They owe me well over £2K, all my loans were from 2008.
Of course I turned it down and my case has been with the Ombudsman for over 3 years.
FOS have informed me the Ombudsman decision should not be too long.
To everyone waiting, hang in there as I am sure it will be worth it.
Milly says
😂😂😂. They offered me £83
My loans and interest works out around £16000
Chaz says
The ombudsman have just upheld my complaint – hurrah! It only got passed to them last Friday after QQ gave the adjudicator every excuse they could think of. I’ve just responded and accepted the ombudsman’s decision. How long do QQ usually take to pay out?
Darren says
Chaz..great news
Can I ask when qq initially rejected your adjudicator decisions ?
Were any loans over 6 years old ?
They normally pay out within a week of being told to pay out I believe
🤗
Chaz says
They rejected middle of April. Adjudicator went back a few times segueing their case but QQ were having none of it. They passed to ombudsman on 31st May and they made their decision on 4 June. All loans were over 6 years (2009)
Chaz says
My complaint got passed to an ombudsman on Friday 31 May, and they had upheld it already by 4th June! I’ve just received the letter.
I’ve jus signed and emailed a copy back to the ombudsman. Hopefully I’ll get payment from QQ soon.
Keep fighting! It’ll be worth it in the end.
peter harris says
Still no joy with QQ and P2P
Had multiple loans but none older than 6 years when I first complained July 2018
P2P 500 05/04/2013
Quickquid200 07/05/2013
Quickquid75 15/05/2013
P2P 683 06/06/2013
Quickquid 150 17/06/2013
P2P 926 07/08/2013
Quickquid 500 28/10/2013
Quickquid 100 18/11/2013
P2P 370 02/12/2013
P2P 500 08/12/2014
P2P 400 17/12/2014
P2P 275 29/12/2014
P2P 500 14/08/2015
FOS wrote “I regret at this time dialogue is still ongoing with Casheuronet UK LLC and this is continuing to prevent us from progressing your case. I hope you will appreciate that some of the issues are of a very complicated nature and it’s taking longer than expected to resolve. Please be assured we are working as quickly as we can to resolve these issues but at this stage, I still can’t give you a definitive time frame of when we can reach an outcome and continue the investigation into your complaint
I am sorry for any frustration caused but there is nothing more we can do until the issues with Casheuronet are resolved. We have a large number of other consumers that are affected by this issue and I can only ask for your continued patience at this time.
Again, you have my assurance we will continue our investigation as soon as we possibly can.”
Simon says
P2P Not upheld so straight to FOS joke of a company to deal with even sending me someone else’s final case response last week.
Turtle00 says
Same here. Offered me £90 when I’ve paid £2800 int across 5 loans. Offered redress on a small loan because it was taken out a few days after the previous loan was paid off yet a larger loan taken 10 days after paying off another loan off was affordable. Awful.
Joseph says
Simon, I had this happen to me as well. This is a clear breach of GDPR and you should go back to them and ask for compensation for this. I know it sounds a little stupid but it worked for me, you can also report them to the ICO.
Kieran says
Just wanted to give a quick update –
Ombudsman has now made a final decision for me and found in favour of loans 7-29 which is what QQ has originally rejected.
As you can imagine I am delighted and I have responded already and accepted. Majority of these loans were over 6 years.
My case has been ongoing for over 2 years so just stick in there – now just awaiting payment from QQ (hopefully not long)
Ry07 says
Just called for an update regarding mine, similar situation to many, over 6 years, adjudicator found in my favour but QQ rejected.
The guy told me as there were many similar cases being rejected they were opening dialogue with QQ to try and resolve, this seemingly didn’t get very far so the cases are now individually being passed to Ombudsman, he said mine should be with one in the next week, hopefully that’s true but seems a little convenient considering I’ve heard nothing for months but as soon as I phone it’s going to be within the week… Let’s see…
Darren says
Just spoke to my adjudicator too . They confirmed they are all being passed to ombudsman ..from the date they were initially raised in that order , they have given up being reasonable with qq
Mine was November 2017 so hopefully a swift resolution now 👀
Jacob says
I’ve just spoken to my adjudicator and requested an update. Basically the same as what I’ve been told previously that they are still discussing the objection with QQ. I mentioned that I was aware that some cases had been passed to ombudsman to make final decisions and that I would like this to be done but they couldn’t discuss other peoples cases etc etc. At this point I said I wanted to make a complaint against the FOS as I am not happy with the service being provided and was told that I would receive a call back in 24/48 hours. My complaint was first lodged with FOS in July 2017 so I am beyond frustrated now. It appears that the FOS have decided that cases will be passed to ombudsman to make decsions as you’s have been advised so no idea why I am being told differently.
Do you mind if I ask when yours was passed to an ombudsman Ry07?
RY07 says
It hasn’t been passed to an ombudsman yet, the guy said today it will be within the next week.
It was first looked at by an adjudicator in Aug 2017 though, and more recently in March this year when they made the official assessment
Daisie2014 says
Hello
I had 8 historic loans with QQ. I didn’t hope for a positive final response, however heard back from them and they are upholding 5 of my loans , refund £3700. Accepted the offer but haven’t heard anything back now for days. Big part of the refund was the 8% interest as the loans go back to 2010.
Darren says
Hi daisie .. was this qq agreeing to the adjudicators decision or was it raised to ombudsman level ?
Well done by the way x
Daisie2014 says
Didn’t even have to send it to FOS. Got a final response letter after 8 weeks. Big surprise. Looks like a rare occasion, reading all the other posts here
james r says
Sara,
Bit of a hypothetical question! As people are stating correctly so on this site the FOS are NOT delaing with complaints in time order. Mine submitted end of 2017 reviewed by an adjudicator in March 2018- (QQ disagreed with his findings) . Has been sat gathering dust for 3 1/2 months no sign of it being passed to an Osbudsmen dispite weekly chase up calls. People on here in the same circumstances are getting payouts having submitted complaints 18mth after myself.
Mine are all over 6 years old and we know these can be looked at now, however if the flood gates burst and QQ went into liqudation before paying back everyone due redress, would we have any comeback with suing the FOS? – because surely they should be delaing complaints that fit into the same bracket on a date issued basis. Although I am pleased for eveyone who has had a refund I would be beyond furious if QQ went bust and I got nothing simply because The FOS looked at complaints in the most random order you can imagine?
Sara (Debt Camel) says
I haven’t seen anyone try this with Wonga complaints.
Not all over 6 years cases are the same – some may have a continuous chain of small loans, others with just a couple of loans rolled over a large number of times, others where the amounts increased, or there are significant gaps between some loans, in some cases QQ may have made a very specific objection saying that it considers a borrower should have known enough to claim earlier.
I suspect FOS wants to make points to QQ about different sorts of cases, which may account for why some cases are picked up at certain times. I know it’s frustrating, but no one is keener to get this huge backlog of cases sorted than FOS! I think you should assume they know what they are doing.
Lena says
I have had my final response from Quickquid today. Out of 25 loans between 2009 – 2012 which were pretty much back to back they are upholding only one because they say there were too many rollovers (4) without any checks. The loan capital amount was £1500 + £1200 interest and they have offered me £1848. Across the borrowing period I paid >£8000 interest on around £20k of capital and I’m not sure whether to pursue this or just take what they are offering. How good/prompt are QQ at abiding by the FoS rules and decisions?
Thanks.
Sara (Debt Camel) says
So you could potentially get well over 10k back by going to FOS.
QQ cases at FOS can be very slow. It is interesting that QQ have offered you a refund on a loan – this means they can’t then object to FOS considering your case because the loans are over 6 years old. FOS is trying to get QQ cases through a lot quicker, but although some are moving, there are a lot of cases waiting. FOS is hoping to persuade QQ to make better offers to settle a lot of these – if this happens, then there could be very rapid movement, but of course it might not.
QQ do pay out fast at the end of the FOS process, but it can take a long while to get there.
Thsi is a difficult decision for you – you have to weigh up a nice chunk of cash now for an old problem, but Possibly 10k if you go to FOS. There must also be some risk that QQ could go bust like Wonga, but they have a large US parent company who at the moment doesn’t seem worried by the cost of paying refunds.
MM says
Hello
QQ are really taking sooo long with my complaint logged 2018!
Now FOS tell me as QQ are disagreeing with FOS decision to uphold, case going to Ombudsman decision…grr! So frustrated this will take EVEN LONGER!!
When I call QQ they refuse to talk tome & kp fobbing me off to spk to my Adjudicator. Who always advises me to WAIT. 😰
Cani speak directly to QQ senior about this awful service/delay/refund due…can I speed up this Ombudsman proceeds?? All caused me awful mental/physical health probs :((
Sara (Debt Camel) says
I suggest you email the FCA about the issue saying how you feel QQ is not treating its customers fairly by prolonging the complaints process. Go into detail not about the details of your loans from QQ but about the length of time this is taking and the effect on your mental and physical health.
This will not help your case directly at all – the FCA won’t look at your situation or talk to QQ, FOS or you about your case – it’s good for the regulator to see how delays in complaint handling by authorised firms affect their customers.
The email should go to consumer.queries@fca.org.uk.
Also cc it to ndrew@enova.com (Nick Drew, the CEO) and cmurray2@enova.com.
Put QQ’s full name and FCA number – CashEuroNet UK LLC 673738 in the email subject line.
In your email make it clear your complaint is already with FOS – give the FOS complaint number – and you know the FCA won’t investigate this, but you wanted them to Know how slow complaint handling is affecting vulnerable customers.
Jacob says
I’ve just received a call back regarding my complaint. The gentleman from the FOS was adamant that not all 6+ year cases are being passed to ombudsman yet. He did concede that some were but it was dependant on the jurisdiction issue as QQ were accepting some rulings over the 6 year issue. I did question what the differences were but couldn’t get a straight answer. He seemed to suggest that QQ didn’t believe that I should not be aware that I could complaint even though I absolutley did not know I could. Even after this conversation I am still none the wiser why some 6+ year cases are being passed to ombudsman but not others. I got the usual apologies about the length of time it is taking (22 months now) and that they were hopeful to have an update in the next month or two but they couldn’t guarantee this. I am so disheartened by all this don’t feel the FOS are being consistant at all.
Darren says
Spoke to mine earlier again too …
I was told on Friday that these were all getting passed to ombudsman , today another contradiction.
Mine is with “another adjudicator panel”.
Again no timescale given or guarantee when .. if ever resolved .
19 months in and I thought we were getting somewhere .
What the hell is going on ??
7 weeks since they rejected my adjudicator decision and nothing concrete in the way forward
Disgraceful
Andy says
The FOS are under a massive amount of pressure with company’s such a quick quid trying to give them the run around when ever possible. I have been waiting for an ombudsman since June and could really do with the money I am hopefully going to receive. Not sure how you can say it’s discraceful waiting in a queue like everyone else has to . I am so grateful to the FOS because I know if it was not for them I would not have any chance of recouping any money. I think they do a brilliant job.
Sarah says
I agree Andy, they are doing an amazing job and we are lucky to have them on our side. It’s QQ at fault here, the ombudsman are just trying to get to the bottom of the massive pile of complaints. It is frustrating for everyone, I’ve been waiting for 18 months, but the way I look at it is that it’s money that I would have never got back, without this website and without the ombudsman’s services.
Hang in there people, there’s got to be a light at the end of the tunnel!
RY07 says
I don’t think it’s the queue people are getting frustrated with, that’s annoying but people understand the volume and complexity of the situation, for me it’s the lack of communication then contradicting stories when you do get a response.
I’ve called 3 times and got different stories on my case each time, also an email outlining my situation which again differs from the story I get when I call up. I’ve queried that email, 3 times I’ve replied/chased them on that over the course of 2 months and still not had a reply.
I’m grateful to the job they do but doesn’t instill any confidence they have everything in order. I was told on Friday my case would be allocated to an ombudsman within the week, and they would contact me, but I’ll genuinely be astounded if that happens
Sara (Debt Camel) says
I am not making apologies for FOS here, I just think it’s important to be fair.
Sometimes you talk to someone who is more chatty than someone else. Sometimes different words will be used which have little significant difference to the people saying them but which feel different to you. Sometimes you may have phrased your question slightly different and as result got a longer of shorter answer. Sometimes I am guessing there may have been an upbeat or downbeat team meeting that morning.
No one is lying to you or fobbing you off. You are just getting different views on a fluid situation.
If you complain you are being told different stories, you may end up getting a very simple “you case has not yet been allocated to an Ombudsman, we will inform you when this happen.” Report every time using identical words. Be careful what you wish for.
T says
After Quick Quid rejected the adjudicator decisions I have been told today that my case is being passed to the Ombudsman.
Does anyone know how long it takes for an Ombudsman to pick up the case.
Claire says
I rejected QQ response to adjudicator on 27th March and have just got Ombudsman decision today. Quicker than I thought it would be.
Millie says
I was told to allow 3-4 months via email yesterday.
matt says
Mine Adjudicator decision was rejected by QQ and passed to Ombudsman on 12/12/18, still no sign of Ombudsman decision. :-(
Lea says
There is a total of 18 loans totalling £11,265.79, (inc interest of £3077.73) they occurred on: 8/04/2011 til 01/10/2012.
QQ have responded saying that they are only offering total Refund Amount £ 980.84 for just one of the loans because there were ‘to many rollovers without additional checks’.
● Interest and fees eligible for refund: £ 661.2
● plus 8% statutory interest £ 399.55
● less 20% withholding £ 79.91
Total amount £980.84.
Do you think it was worth escalating to FOS? I have already sent to shorttermlending@financial-ombudsman.org.uk
Sara (Debt Camel) says
So the loan they are refunding had interest of 661. And a total; interest of 3077 – so the interest on the ones they haven’t refunded is about £2400. You normally wouldn’t a refund of all of that, and the eventual decision will depend on the details of your case, whether there were any large gaps between the loans etc, could get back three-four times as much from FOS as you have been offered.
The downside is it may take a long while. And there is some risk QQ could go bust like Wonga, but they have a large US parent who hasn’t been saying the refund costs are a problem.
Lea says
I have final response from QQ: they have offered:
Interest and fees eligible for refund: £ 661.2
plus 8% statutory interest £ 399.55
less 20% withholding £ 79.91
Total Owed to you £ 980.84
This is for one loan which was rolled over.
I have a total of 18 loans from from 08/04/2011 -01/10/2012. Total amount inc interest is £11,265.79.
The loan which they are paying out for was dated 01/03/2012.
I have forwarded response to FOS –
I think its worth forwarding but what do you guys think?
Sara (Debt Camel) says
I think that sounds like a very poor offer and you may be able to get a LOT more from a FOS decision. But it could take a while.
MM says
Hi Sara/All
My QQ case FINALY been passed to individual Ombudsman last week aftr whole year of bk & fourth btwn FOS & QQ.
You knw what the process can be now- do individual Ombudsman agree with Adjudicator decisions? & if so: how are QQ able/‘obliged’ to respond to Ombudsman…as for whole year they have bn disregarding my complaint & Adjudicator request of refund. Also why hv FOS not ref to Ombudsman sooner? 🥺🤷🏽♀️ Advice appreciated Thanks!
Sara (Debt Camel) says
An Ombudsman normally upholds an adjudicator decision but may sometimes change the number of loans being refunded.
A Final Decision from an Ombudsman is legally binding and QQ will pay it.
There are thousands of QQ cases.
Tony says
Here’s a good one;
Adjudicator response, quickquid have disagreed with his initial decision for loans over 6 years old as my employment at the time “Estates Officer” with a financial organisation, would have given me requisite knowledge to know about unaffordable lending.
The thing is, my role as an estates officer – engineering, for an NHS hospital trust (not financial trust), was purely technical, with no financial requirements or training whatsoever!
Along with stating my DMP company would have given me financial advice regarding affordability of loans etc…….Sorry but No.
Needless to say, I have thwacked this back, disagreeing wholeheartedly and will update in due course.
Complaint raised Sept 2017, adjudicator decision upheld in April 2019, no response from QQ, told in May I was in with alot of other complaints regarding ability of FOS to investigate, recieved the above statements via the adjudicator today and responded.
Hopefully this gets settled before we have another Wonga/WDA.
Approximate interest £6500, from 2008
Sara (Debt Camel) says
Yes this seems to be one of QQ’s latest arguments – that anyone who has a job title or worked for a firm which sounds remotely connected with finance should have known they could have complained years ago. Quite right to reject their argument!
John says
I escalated my case to the FOS back in march 2019 – today I received an email to sign the declaration to say I’m happy for them to take my case etc.
Anybody know of this means things are moving or just a standard reply and there still is a really big wait?
Darren says
Be prepared for a long wait .
Sent mine off 19 months ago .
Adjudicator finallly pocked it up April 2019 and ruled in my favour
QQ rejected the findings .7 weeks on and I’m still in limbo
Steve says
Hi all/ Sarah thanks for all the info its great
I am currently in talk with Quick Quid they have upheld some of the complaint for 3 of the loans in the middle of 10
it culminated in a massive OEC loan (not sure what this means? ) for 1000 at the end over 12 months – think it was a flex loan not a pay day loan? I paid 1k + in interest
They havent upheld this particular loan which I don’t understand- it was for a whopping amount and taken 3 days after my final pay day loan which at there max were £500
Do you think I have a case on the basis of them ruling some of the other loans were classed as ‘Repayment accounted for too much of monthly disposable income’ just a few months before?
many thanks
Sara (Debt Camel) says
My guess is OEC stands for Open Ended Credit or something similar. people do get refunds for this sort of flex loan.
It’s worth looking at how good the QQ offer is, the easiest way is to compare just the amount of interest you paid, ignore statutory interest. So you had 10 loans.
Loans 1-9 there were 3 loans QQ have offered to refund. How much did the interest on these add up to? Which loan numbers were they?
How much did the interest on the other 6 non refunded payday loans add up to?
Loan 10 was the big flex loan – how much interest did you pay on it?
Also what were the gaps between the loans like – were there any gaps of months between loans or were you borrowing almost every month?
Lowlowlola says
In the same boat as so many
Loans from 2010 – 2012
Complaint submitted to FOS jan 2018
Adjudicator upheld complaint April 2019
Nothing heard since until today when I got a hold from the FOS …
“Following on from our view, Casheuronet provided further information which will be reviewed in due course.
There are a number of cases like yours in a similar position. We’re working as hard as we can to resolve each case as quickly as possible.
We’ll be in touch as soon as there’s an update on your case.
Yours sincerely”
So the wait continues …
Lowlowlola says
Just an update I received an email today saying it was passed to the ombudsman on 5th April ??? So have until 28th June to sumbit further evidence ???!! This seems to contradict their email of yesterday – so I guess I will have to wait and see
matt says
Hi All
Called the FOS for update on mine. Been waiting since 12/12/18 for an Ombudsman after QQ rejected Adjudicator. They said no movement and no idea of when it will be looked at. This case is worth a potential redress upwards of £9k so it really is a life changing amount to me.
I had a case worth £6k that got to adjudicator stage almost on the day that Wonga went into admin, I really hope history doesn’t repeat itself.
Millie says
It’s very frustrating. My case comes to around £16000, I could do a lot of things with that!
Trevor says
Mine has been sat with in the ombudsman que since November and I phoned the ombudsman the other day to find that they are still no further forward with my case and it’s a waiting game. The way I look at it and read people’s comments could easy easy 100k in excess of the people commenting on here. I’m actually debating taking my shitty first off there advised me back in April 2018 of £674 and be done with it incase they go bust. It all just feels like a waste of time and by the time our turn comes they’ll follow Wonga down the same route. Seeing less and less QuickQuid adverts on tv now aswell always a worrying sign
Lee says
I keep thinking the same – I got offered the generic £347 and I feel like accepting it. Few spends for holiday.
My refund could of been in the £3,000 mark.
Better than going busy, taking years to receive prob same amount of any.
I have a case with wonga and wage day advance in a sorry state.
Kerry says
So my complaint was submitted in Oct 2017, and on the 1st of April this year I had an email from an adjudicator saying they were upholding my complaint on loans over 6 years, and were giving QuickQuid (now Casheuronet) until the 15th of April to respond. I have heard nothing since. I have messaged the FOS through Facebook and they have said there has been some further communication, and that they will get the department dealing with my claim to contact me. Can’t help but feel disheartened at such a long drawn out process, but I’ve very much been “sit back and see what happens”. Now that I know they told them to uphold the complaint I’m a bit more antsy! Lol
DK says
QQ have agreed with Adjudicator findings! Very good news however from what I calculate, what I’m due back in interest and charges alone (minus one top up as I can’t seem to work out what the refund would be on that one thanks to P2P’s really confusing statement of account…) is around £893. This doesn’t include the simple interest although working it out with your calculation on the “Simple Interest” post it’s around £1166.33. Casheuronet have calculated £789.59 in interest and charges alone. This is for all upheld loans so includes an extra one which I couldn’t work out. On top of this is 8% simple interest at £298.97 minus £59.79 tax so a final sum of £1028.76. I’m happy for the offer but very wary that interest and charges alone that I have calculated (and even excluding one) is more than £100 more than what their calculation is on all of them… I’ve replied to the FOS with interest and charge figures for each individual loan and asked if it’s possible for them to go back to Casheuronet to have them recalculate. Has anyone had this kind of luck with them in the past? Or am I likely to be told this will be escalated to an Ombudsman now…?
MM says
Aw thanks; that’s reassuring to hear from QQ,-despite all complaints/excuses they hv tried to used on all above cases to DELAY all processes
😅👍
I see that they pay out is at average within a week 🤞! So I call cust relations 1st thing Monday!! ⏰
Thanks agn to you/all for help/advice on this site👍Appreciated x
Daisie2014 says
I called them on Monday and was told within 21 working days.
My case never went to FOS. I got an offer directly from QQ and I contacted their customer service directly. I was told as the refund amount is large it takes longer , up to 21 working days.
Mikey says
Just got home to a letter yesterday from the FOS confirming that the Ombudsmen has agreed with the Adjudicator which is great news. I will call them on Monday to say I agree with their findings. What is usually the process after this? Do they tell QQ they have to pay. There is no calculation of how much I am to get but I worked it out at roughly two and a half grand. At the final hurdle now, hopefully this can be all wrapped up in the next couple of weeks. Is that realistic?
Darren says
Great news !
Were the loans over 6 years ago ?
Did they reject adjudicator decision .. if so when ?
Were you advised the ombudsman was now looking into it ?
Sorry for all the questions…I’m just stuck in limbo with these people
Mikey says
Not over 6 years, all post 2015 which QQ were blanket rejecting. They rejected the Adjudicators decision in Sept 2018, I rang them a few weeks ago and they said it was still in a queue for the ombudsmen and they expect to make a ruling on all similar cases with QQ in a month or so, so perhaps all similar claims will start getting processed now. No worries for the questions, not knowing and waiting is frustrating. I would say don’t rely on the money or expect it by a certain time so when it does happen it’s a lovely bonus. Good luck
Sara what’s the process now and usual wait time? Thanks
Sara (Debt Camel) says
So you send back your acceptence, FOS will then tell QQ. From this point it’s legally binding, QQ will pay out. As the loans are quite recent, do they have your correct bank account details?
QQ are usually pretty quick to pay out, just a few days. But there have been a few recent reports this is getting a bit longer – probably because they are having to handle a lot more payouts!
Mikey says
Brilliant thanks. My bank details haven’t changed so they don’t be an excuse of administration time to change them over. Great, I’ll accept on Monday morning. Thanks Sara. How do I make a contribution to this site to say thank you?
Sara (Debt Camel) says
You can’t – but it would be great if you could give a small donation to your local Citizens Advice.
James R says
Made my fortnightly call to Fos today. All my loans are over 6 years, adjudicator found in my favour 3 months ago, QQ refused as loans over 6 years old. My compliant has been with Fos for 22 months.
Today’s update sorry for continued delay but at the moment QQ are refusing to look at or consider any loans over 6 years old. Wtf!! Have been told since start of last year (until today) they had been told that loans over 6 years can be looked at.
Told several hundered of cases like mine are at a higher level within Fos trying to come to an arrangement with QQ. Based on what I was told today I don’t think I or anyone with loans over 6 years like me will get a pay out.
Surley as the ruling financial body the Fos just have to say to QQ “you will consider all loans over 6 years” or is that a too simplistic view!!!
Liam says
This is disappointing- mine are also over 6 years old.
Not looking good then.
Can anybody confirm when the last case was won in their favour regarding loans over 6 years old?
Sara (Debt Camel) says
Last cases won at FOS for loans over 6 years reported on this page were Kieran & Chaz, both on June 6.
matt says
Hi all
Been told today that recently the FOS upheld 1000 cases of loans over 6 years old at adjudicator level, QQ then rejected every single one of them! All of these cases are now waiting for an Ombudsman to look at. I cannot believe how QQ can be so obstructive, I am guessing these cases are causing absolute chaos within the FOS and will make things a lot worse too in the near future.
Lorraine Paton says
Hi everyone – my complaint to QQ was sent in on the 17th April and I received a ‘final response’ on 11th June which I have accepted as I need the money to pay other bills. :(
I haven’t yet had the refund so I’m hoping it won’t be much longer – fingers crossed.
I’ll let everyone know when I receive it to give you an idea of time-lengths.
Darren says
panorama bbc now
Payday loan companies … quickquid at the forefront
Interesting watch ..
Sara (Debt Camel) says
I thought it was a good program.!
Jay says
Hello Everyone,
Here is some info on my claim with QQ that I hope helps.
Just so you’re aware, I didn’t even take my claim through the ombudsman.
My complaint was quite recent (April 2019) and the fact QQ offered a respectable settlement (I think) tells me that they know they’re fighting a losing battle and will eventually have to payout on all claims over 6 years old. Maybe they’re starting to think about limiting the damage!?
I submitted my complaint on 15 Apr 19, and just noticed I got a final response on 03 Jun 19. The offer was,
• Interest and fees eligible for refund: £ 1212
● plus 8% statutory interest £ 850.74
● less 20% withholding £ 170.15
● Total Owed to you £ 1892.59
I had a total of 22 loans between 2009 and 2013, ( loans between £75 and £400). I had 8 of these loans upheld.
I stopped using Payday loans about 5 years ago, I wasn’t expecting anything, and so just accepted.
I have also accepted offers of £890 from Uncle Buck (only 3 loans, but rolled over many times) and £152 from Lending Stream. I’m awaiting responses from Payday Express, Txtloans and from the FOS in Malta for Poundstillpayday.
Good luck!!!
Chris says
Interesting news. My situation is similar to yours – about 30 loans with QQ across about the same time frame. My complaint has been going since May 2018 and hasn’t been picked up by an adjudicator yet. The good thing is that at least QQ is having to pay back on loans over 6 years – it’s not something that never happens. Enjoy the windfall!
MM says
Hi Sara/all…
So I am awaiting payment of refund after an exhausting expce of chasing QQ around (1 year plus!)
Today I received email just stating that my bank details have bn updated…
but no refund!? :(
Has somebody had this too & if so, how long after did QQ refund pls??
Losing my patience as above posts state; QQ response is ‘needle in hay stack’ 😖
Thank you all x
Shaun says
Hi I’ve recently lodged a complaint to pounds to pockets and they offered me £609 as a refund on my 3rd loan, they never upheld the other 3.
I accepted there offer because thought and read threw that it sounded correct. I don’t know if after peace of mind really but did I ‘ dive in ‘ taking there first offer or would it of been the best they could of done. Only reading on few reply’s on here I feel got a nagging feeling I should of escalated it.
Any advice/reply much appreciated
Sara (Debt Camel) says
It’s hard to tell. If that was the loan you paid the most interest on it may have been fine. In any case, it was sorted quickly and you have a nice dollop of cash back!
shaun doran says
I am more than grateful and your right!
It was up held because they gave me the loan while I still had one active.
My first loan £800 I settled after a year which was the full term. Then got a new loan Same day as it finished. For £950, and judging by some cases I feel this ‘ dive in ‘ feeling.
BUT your right it’s settled now anyway thanks for your reply!
Luke says
I got a very good offer from quickquid, was just over £2.5k. Worked out that I could have got about £900 more from ombudsman but I decided it wasn’t worth all the hassle so took quickquid’s offer. They paid some of my refund the next day but not all of it. They said my account did not have enough “payout task” whatever that means
I received this email:
“This email is to inform you that your refund in the amount of 1682.60 has been processed. The funds should be available in your account within the next 48 working hours. The remaining balance of £905.23 will be deposit in 7-10 working days.If the funds do not appear, please contact the Final Resolution Team directly.”
That was on 30th May, I still haven’t received the remaining £905.23. First time I called they said the payment was actually processed the following Tuesday (June 4th) so said 7-10 working days from then (which was today). Called them again today and they said June 4th was the day the info was sent to the payment team but the transfer was actually made on 6th June so I should receive by Thursday. Are they just just trying to fob me off? Anyone else experienced this?
Sara (Debt Camel) says
Weird! Let me know if you don’t get it tomorrow.
Luke says
Still awaiting these funds. I’ll call them on my lunch break to see what is actually going on. They keep telling me that my payment was processed on a different date each time. They are definitely lying to people.
Mikey says
So an update. I agreed with the decision on Monday over the phone, had a voicemail and email from the FOS today saying I had to sign the agreement and send a screenshot. The lady who emailed me said she’d personally send it to quickquid when I signed it. I signed it as soon as I got home and the email was sent at 17.14. at 17.15 I get an email from QQ saying they have processed my refund. 10 minutes later I get an email telling me how much it would be, check my bank account and it’s all in there. Either she was on the phone to them at the time and told them to do so or my Chase to QQ on Monday was processed coincidentally at the same time as me sending an electronic copy of my agreement. Either way, I verbally agreed on Monday, emailed them and told them it was done and reminded them the quicker they pay the less interest they can charge and it was done later the next day. Hopefully it means they are pulling through refunds. Good luck all and again Sara I cannot thank you enough for this website. I will begin making a claim against LS as they owe me £1.5k but they gave me a holiday on my interest so might not get much back there.
To all, don’t expect the money but if/when it comes, it’s a fantastic bonus and I’ve been on a high since then. I wish you all luck.
Katy says
Hi,
Has anyone had any luck on getting a refund on a large loan from On Stride (same comp as QQ) On Stride rejected my affordability complaint so its now with the FOS.
Chaz says
QQ definitely not laying out within a week anymore.
Monday they advised they had processed my refund to the bank details I provided but it will take up to 15 working days to clear. I responded and asked why it would take 15 working days for a bank transfer to clear. They just responded and said that because I asked them to erase my account they can’t process the refund via bank transfer? So why ask for my bank details? How else do you process a refund using a bank account number and sort code?
Claire says
Bit suspicious all this isn’t it?
I know they have 28 days but after 8 they haven’t even contacted me with final calculations.
The multiple amounts in other people’s posts also seem a bit strange. Surely it can’t be BACS if they’re saying 15 days?
Chaz says
They haven’t told me how they’ve processed it even though I’ve asked several times! It’s like they’re making it up as they go along. The 15 days clearing time will take it up to the 28 days….if they processed it after the 21st June they would of had to add another years interest on top….so yes, very suspicious.
Sara (Debt Camel) says
the 8% interest calculations are not done in whole years, so the date of 21st june has no significance
Chaz says
So they’re just being awkward then.
Lorraine says
Apologies if this has been asked before everyone!
Does anyone know the best phone number to contact QQ on specifically to ask when they will process the payment?
I’ve had an email saying they’re upholding some of the loans for redress and they’ve quoted me an amount that they say will be refunded but I’ve heard nothing since.
Thanks for any advice with this.
MM says
Hello
Yes.. need same contact info as not gttn anywhere with calling the ‘resolution’ team on website 08000163114. They advise me to call Adjudicator…& adjudicator says coz complaint now upheld (nothing further they can do bout payment) & to call QQuid, argghh 😳😖
Appreciated
Thanks
MM
Dec says
Seem to be in the same boat as some of the comments above. Had my final decision from an ombudsman two weeks ago and accepted straight away. QQ contacted for bank details but have been told 15 days as this is an ‘EFT’ payment.
Been waiting a while now so looks like it’ll be the full period.
I sound petty but after over a year of sorting this out and finally being given a good outcome this extra delay is annoying.
It certainly didn’t take them this long to send me my original payday loans.
Mikey says
What’s an EFT payment? It seems I got lucky that they processed my payment straight away. I rang them on the day to say my bank details are the same so please process it and save yourself interest.
Andy S says
EFT = Electronic Funds Transfer sent from there account to yours, as opposed to a sent in the post paper cheque.
Claire says
Which on average take 2-4 working days, not 15.
I expect to wait the full 28 days for my refund, because like any business they want to hold onto the funds for as long as they can.
Until I actually receive it though, I’ll remain suspicious about their inconsistency in payment amounts and timings. As, let’s face it, their bad practice is what we’re complaining about in the first place.
Darren says
At last !!
We sent you our view of your complaint on 18 April 2019.
an ombudsman will review your complaint
Because the business did not agree, an ombudsman will review your complaint and make a final decision. If the ombudsman’s conclusions are different to mine, they will explain why and let you reply before they give you their decision.
We should already have all the information the ombudsman needs to reach a decision. But if we need anything more from you, we will let you know.
what you need to do now
If you have any further points or information you want the ombudsman to consider, please send these to me by 4 July 2019.
If you need more time to reply, please let me know before this date. If I do not hear from you, I will assume you do not want to add anything.
We will keep you up to date with our progress – but please get in touch if you have any questions in the meantime.
Jacob says
Great news Darren hopefully they come to a quick decision in your favour and QQ pay out promptly for you. Looks like I am going to have to get back on the phone still no update and my adjudicators decision was dated 27th March. I’ll keep people updated in here with my slow progress.
matt says
Hi Darren
I had that very same email on 12/12/18. Still waiting so you may need to strap yourself in for a long wait :-(
DavyD says
Darren
Lets keep in the loop here. My email was the same apart from the date…mine is by 1st of July
Jacob says
Darren/Davy D/Matt
I’ve seen a couple of cases on here recently where cases were passed to ombudsman and decisions were made within a couple of weeks for the 6+ year cases. I think the ombudsman work on cases date order (of original complaint) so even if your case was passed to an ombudsman first doesn’t mean it will get worked before a case passed to them afterwards. It is based on when the complaint was submitted to the ombudsman I believe. I’m sure Sara or somebody else could confirm this however? I’m guessing Matt’s original complaint may have been submitted more recently than most 6+ year cases which go back to August 2017. I might be worng on this though…
matt says
Hi Jacob
In theory you are correct, my complaint went to FOS April 18. However I agreed to drop the 6 year loans to speed things up. Unless the Ombudsman will now look at the complete case again?
Darren says
Hi Jacob / Matt
My case was submitted to the ombudsman November 2017
Qq rejected 2 May 2019.
matt says
Jacob could be right then.
Luke says
Past 2 days they have said there is nobody from final resolutions team on the phones…
Andrew says
In light of the comments above. My case has been with the ombudsman since June 2017.
Adjudicator decision was in my favour, QQ disagrees, it was switched to an ombudsman last week. Rang ombudsman yesterday and asked if complaints were answered in case order (oldest/longest complaints dealt with by ombudsman first) to which the advisor didn’t have a solid answer for. I really do hope that this is the case, waiting nearly 2 whole years for this to be resolved. This company is the worst. I will be ringing up the ombudsman everyday as I feel from previous comments on here that’s the way to progress things at a faster more efficient rate.
Best of luck to all, will keep you posted on results.
Sara (Debt Camel) says
If you phone everyday all you will be doing is taking up ombudsman resource in answering your phone calls.
Dave says
Bit of an odd one and I wonder if anyone can advise me…
The adjudicator gave QQ a final date to reply to their findings and extended that deadline by a month when they heard nothing.
As QQ didn’t reply to either date I was told that my case had been upheld by the adjudicator and would be passed along to the ombudsman for final review.
I’ve since received a message saying that QQ have submitted new evidence (no idea what) and the adjudicator has now decided they have to look at it all again (over six weeks after the finals deadline passed)!
Is this fair and can it be challenged?
I provided everything asked for within the timeframe given and it seems like madness that QQ can ignore requests for information and submit them when they like!
Sara (Debt Camel) says
It isn’t common but it does happen that if a lender supplies additional evidence, it gets sent back to an adjudicator to look at.
Have you asked for a copy of what QQ said/
Beaker says
Hi Sara
This is my only criticism of the FOS. We shouldn’t have to ask for additional information. The complainant should be supplied with all correspondence as standard.
Quick quid had sent an email to FOS on 21st May. I only found out about it on 6th June when I called the FOS for an update.
I understand your points completely about wasting resources at the FOS by repeated phone calls. however in my case I have only had progressed my case from questioning the FOS, and this is an issue that needs to be addressed.
Whilst the FOS are allowing QQ to dictate the progression of the complaint they need to prepare themselves to deal with the obvious onslaught of work needed to resolve cases.
My opinion should be that a definitive interpretation of the rules needs to be submitted – the company can query this but should also have a clear answer. Whilst ambiguity continues the FOS will be under an unnecessary amount of pressure. It’s Joe public who suffer in these instances.
Quick quid are acting like any business would- and I don’t have any Ill will to them for this. But the FOS and FCA could have put to bed the over 6 year complaints a long time ago by clarifying their interpretation of the 3 year rule from when a customer should have known. All the analysis I have completed suggest that this put forward as a guideline which just isn’t strong enough.