Debt Camel

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How to ask QuickQuid for a payday loan refund (old article)

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:

  1. 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.
  2. 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.
  3. 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

Comments

  1. 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.

  2. 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

      • Lee says

        Part of me feels like accepting QQ first offer after reading through some of these horror stories.

        After going to the ombudsman, Some people 2 years down are no further to closing the case

        • Sara (Debt Camel) says

          I am sympathetic, but actually people are a lot further forward as cases are no longer on hold at FOS. They just haven’t got to the end yet.

          • 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.

  3. Ciaran says

    Today marks 4 weeks since QQ rejected my adjudicators decision. Spoke to the FOS this morning, they are still engaging with QQ on the bulk of loan decisions they rejected. Hang in there, as we all know this is a waiting game.

  4. 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?

      • Elam says

        Hi Sara

        They are loans from 2013 to 2015 so they are all within the six year. It was a flex credit account so it is very hard to work out what they will do.

        I contacted them again today and apparently the FOS hadn’t let them know we accepted so it’s only gone through today as accepted instead of early May which means waiting another four weeks for them to refund to us. It’s a little disappointing that I have had to chase both parties up to sort this out.

        • Sara (Debt Camel) says

          ah that explains it. QQ do normally pay up pretty quickly so I hope you won’t now be waiting another 4 weeks.

  5. 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.

      • Elam says

        Thank you Sara, unbelievably they have paid it today – all in small increments but it adds up correctly. It didn’t take long at ombudsman stage – only a matter of weeks. Thanks again. :)

  6. Mikey says

    Hi, does anyone have a generic contact email address for the ombudsmen service as my complaint was upheld by an adjudicator in September 2018 and since QQ rejected it, it was to be passed to an Ombudsmen. Since then they said they’ve been speaking to Quickquid and I contacted the two people who I was speaking to about my case but I haven’t got a response from either of them this year. If I give my reference would they be able to give me an update?

    Many Thanks

    • RY07 says

      You’re probably better to call, they aren’t responding to my emails either anymore despite sending a few follow ups

      • Mikey says

        Thanks, just done so and it’s still in a queue for the ombudsmen annoyingly despite it being around 9 months ago QQ rejected the adjudicators claim. They also said they expect within the next two months for QQ to either accept the FOS’ stance on the post 2015 loans or take legal action which they said they doubt will happen. So hopefully after the next couple of months things should move quicker for people.

  7. 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.

  8. 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!

    • Darren says

      James what happened there ?
      Did they contact you direct after rejecting the adjudicators decision?
      They rejected my adjudicator decision 5 weeks ago so the 18 month saga continues

      Were they over 6 years old if you don’t mind me asking?

      • James says

        No, the adjudicator gave me the details of the offer. I’ve replied accepting it (this morning) but I’ll update on the rest of the process as it happens! loans were all within the last few years…

  9. 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.

        • Milly says

          Congratulations on your pay out.

          I’ve just received confirmation that my complaint has been upheld by Ombudsman after QQ rejected the adjudicator decision in early May so it’s been about 4 weeks for me too.

          Hope to be in your position soon! Fingers crossed!

        • James says

          Congratulations!!! Thanks for the update!!

          I think I’m a day behind you so I’ll be checking my bank account non stop tomorrow!!

  10. 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.

  11. 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.

  12. 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.

  13. 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!!!!

      • Milly says

        It is really frustrating, all I am thinking is that it’s just extra interest they have added to their bills

      • Tracy says

        Hi James

        I look in a slightly different situation to you. My loans are over six years old, however Quick Quid have removed their objection to the Ombudsman looking at the loan due to the jurisdiction complaint of over six year loans- this is their standard response and what the FOS senior team are debating. Therefore they are allowing my complaint to progress without the jurisdiction objection. But they disagree with the adjudicator findings that they missold the loans. Like I said even the adjudicator I spoke to today didn’t have a clue of how to progress now as it is unprecedented. He did say the FOS will get back to me by the end of the week!

        • Sara (Debt Camel) says

          I’m not sure why the adjudicator doesn’t know how to progress it, this is now just a “normal” payday loan case, the over 6 years argument is irrelevant if QQ don’t agree with the adjudicator’s decision about which loans should be refunded it has to go to an ombudsman for a final decision.

    • 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.

        • Caitlin says

          Thank you Sara. It appears that the final decision from an ombudsman is not available to me. And i have to wait for “senior level conversations”. I get they want to resolve all complaints, but seems unfair that i cant even get into a queue to get a final decision. Do you know if entering a queue to get a final decision is available to me? It would appear from my conversation with the FOS today that its not…

  14. 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.

        • Liam says

          They were from 2009-2016

          In their own “investigation” they appear to have just randomly upheld loans in the complaint I sent.

          • Liam says

            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.

          • Darren says

            Sounds like you’re due a windfall .
            They rejected my loans from 2007-2011

            About 4500 in 7 loans

            Adjudicator votes in my favour

            However I’m no further forward

  15. Lee says

    My 14 loans are from 2012.
    Recently escalated to FOS after QQ making a small offer of £347

      • 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.

  16. Milly says

    😂😂😂. They offered me £83

    My loans and interest works out around £16000

  17. 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

      Well done . I believe they usually pay out within a week .

      When did qq reject your adjudicator decision initially ?

      Were any over 6 years ?

      😀

    • 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)

        • Darren says

          Thanks chaz.

          Mine was rejected 2 May by qq at the adjudicator stage and is still sat there gathering dust

          It seems some people’s are going through ombudsman stage … some are ignored

          Seems like I’m the latter

          19 months and counting …

          • sw says

            3 years and counting here!! Certainly not picking up in order. Some over 6 some under 6.

  18. 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.”

  19. 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.

        • Simon says

          Hi Joseph
          Did you email direct to them to complain or through your case file?
          I have emailed 3 times without a response so they are probably trying to ignore this.

  20. 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)

    • Darren says

      Kieran when did qq originally reject the adjudicator decision ?

      Mine was rejected 2 May and I’ve been my case is still sat there with no ombudsman picking it up (along with many others)

      • Kieran says

        It was about April time that they rejected the original decision but I just kept on at FOS over the phone and seemed to do the trick! Said I wasn’t happy with the delay and service etc

        • Darren says

          I ring them twice a week and getting nowhere .

          6 weeks after rejecting adjudicator decision .., 19 months and counting …

          • Matt says

            My adjudicator decision was rejected December, seems like they are not doing these in any order!

          • Darren says

            I agree with Matts comment . Why are some people who got rejected in December 2018 being overlooked by those who got rejected only last
            Month

            I find it bewildering

  22. 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 👀

      • Mr Wayne says

        I have been issued a final response and advised they can’t confirm full amount till confirmation of any payments I made to third party debt collector. Any advise on what this may do?

        • Sara (Debt Camel) says

          In general, the more you paid a debt collector, the more that will be refunded to you. Are they asking you to say how much this is or are they saying they need to talk to the debt collector so there will be a delay?

          • wayne says

            They have advised they are seeking info from a third party collector so can’t allow me to provide a decision. I have had 800 pounds advised with 500 as a waiver and the rest my redress. 2 out if 6 Loans accepted as given to me incorrect. I’m very confused. Can you please advise

          • Sara (Debt Camel) says

            so you had 8 loans from QQ and the last one defaulted and is with a debt collector. Can you say which loans QQ is refunding, specifically does it include the final loan 8?

          • wayne says

            I really don’t know which would have gone to debt I burried my head for years. They have paid agreed 2 newest were wrong to lend on. Some are pre 2015 that have not been considered. I don’t know if I should accept when they come back to me or push to did. Very confused

          • Sara (Debt Camel) says

            ok, do you know how large each of the loans were? And how much interest you paid on each of them? And what the “gaps” were between the loans – the time from repaying loan 1 to taking loan 2, from repaying loan 2 to taking loan 3 etc?

            If you don’t know this, then when they come back to you and say the refund is /this much/ you can ask for the loan details.

            If they are refunding the last two loans then that may be an OK offer if they were the largest? But it may be earlier loans should also have been refunded. If you don’t think it’s clear when you know more of the details, come back and ask?

          • wayne says

            The total fees and charges I paid were 1274.04 across 8 loans between April 2013 and October 2014. 3 were extended due to not being able to pay the last 2 in 2014 are the 2 they are agreeing to redress. 330 to me with 500 waiver amount. How would you advise I proceed on this. Thank you so much

    • RY07 says

      As I expected my case wasn’t passed to an ombudsman within the week. Almost 3 weeks later and I finally get a reply to my emails (5 I’ve sent over the last 4 months without reply) with the standard – an ombudsman will look at your case, we’ll keep you updated (haha….).

      They actually addressed me as Mr.Williams, I have no idea who that is!? That’s the second time they have got my name wrong, thoroughly unprofessional and very concerning. Obviously just getting a cut and paste reply.

    • Wayne says

      Is it worth calling or emailing as I’ve not heard anything since I called the FOS in early May when QQ rejected Adjudicators decision. Was told that they would be in contact when they heard anything new. Just don’t want to pester them as I know they are busy. This has been going on since 2017.

  23. 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

    • Kieran says

      Jacob,

      That’s pretty much it spot on. I just kept on at them via the phone and said I was unhappy with the service and that I wanted to complain about FOS too as the delays seemed unfair and then since then they were always in touch etc.

      Then about 2-3 weeks ago I was told it would be at an ombudsman soon and and then I phoned on Monday and they said it was being actively looked at then got home other day and there was a letter confirming their decision.

      Still nothing from QQ as of yet!

      • Chaz says

        Have you heard from QQ yet, Kieran? Ombudsman have their decision on 4 June but they haven’t even contacted me for bank details yet? I heard they pay out within a week but guessing they’re now leaving this until the last monkey too.

  24. 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

        • Darren says

          Crikey … that’s a first !!
          they have rejected every single adjudicator on here … even with loans of 6 years or more like yourself

          Well done

          • Daisie2014 says

            Thanks , I am very pleased with the outcome.
            It remains to see how long it’ll take for them to pay out. They seem to ignore my acceptance email now as I haven’t heard anything back for almost a week.

  25. 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.

  26. 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.

      • Lena says

        Hi Sara,
        Thank you and sorry as I hadn’t had an alert on your response so posted it again below (sorry!).
        Yes so that is my dilemma as the cash would be nice but the loan they are upholding was from 2010 so they definitely are not ignoring pre-2013 loans as all of mine were. So good news that they set the precedent there. I’m tempted to be brave and go to the FoS as I feel pretty confident my case is strong having so many loans back to back with them (they eventually contributed to me setting up a DMP through which I paid them off my final loan in full). Do I go back to them saying I am taking it to the FoS then to try and push them to reacting? Or just go to the FoS and let QQ find out that way.? Thank you again for all your help :-).
        Lena

      • 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.

  27. 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.

    • james r says

      Thaks for above update Jacob – I will save myself 10 mins of missery and not bother ringing the FOS this week then if thats the current stance :) I am in exactly the same boat – 22 months and no closer to getting a penny back or so it feels

      • 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

        • James R says

          Darren in a joke. I am very close to making an official complaint about the FOS! My adjudicator dec was refused by QQ 12 weeks ago. Since then I have been told something different everytime contact them. I am giving them 10 days if not passed to an osbudsmen for review by the middle of next week I will complain.

          • Darren says

            I’m the same mate . They keep asking why I call every day .

            I’ve told them I’ll keep ringing every day till I get something concrete .

            It’s amateurish beyond belief mate

          • Sara (Debt Camel) says

            I am sympathetic but all you are doing by ringing every day is taking FOS resource up in answering your calls.

        • 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.

  28. M M says

    My case with Quickquid has now gone to Ombudsman level. Anyone have any experience of how long it takes ombudsman to make a decision?

    • James says

      Have you had any update? I’m in the same boat with a couple of complaints and wondering how long it takes once its raised to Ombudsman level?

      • Katie says

        Mine is also going to ombudsman level I had an email 22nd may to say it was going into queue for ombudsman and then this morning I had an email to say still in a queue

  29. 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.

      • matt says

        Mine Adjudicator decision was rejected by QQ and passed to Ombudsman on 12/12/18, still no sign of Ombudsman decision. :-(

        • Annie says

          Adjudicator ruled on my favour for on 12 out of 19 loans and QQ refused this and offered to pay out on only 3 loans. Mine was passed to the ombudsman on 31st July 2018 and still nothing and no sign of it being looked at anytime me soon. Every time I phone the FOS I get made to feel like I’m a pain in bothering them even though the whole saga has been going on for 18 months. Someone need to get their finger out and sort this out !

          The really annoying thing is that people have been paid out who have similar circumstances to mine and only waited a few months, I’m confused as to how the FOS are prioritising these cases. I know the FOS are inundated with claims but it seem QQ are just walking all over them. So sick of the whole thing now.

          • Kara says

            Another situation to throw into the mix: mine went to FOS in Feb 2018 and an adjudicator found in my favour in April and gave them 2 weeks to respond, and they objected.

            I’ve had conflicting stories from the FOS about this case since April but today I called and was told by the person on the phone that they are starting to move these cases forward again. She is writing back to QQ about the jurisdiction issue and giving them 1 week. After that, it goes to an ombudsman but she said I should expect a long wait. If I hadn’t called, the case wouldn’t have been acted upon today, but I don’t like chasing them up all the time.
            I’m going to call after 1 week to see if QQ responded.

            It’s a waiting game, but hopefully we’ll see good results in the end.

  30. 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.

  31. 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.

  32. 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.

  33. 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!

  34. 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

      • Kerry says

        I’m in am identical boat to you Darren. Started complaint in Oct 2017, April 1st this year adjudicator emailed to say they had told QQ to uphold and 2 weeks to respond, apparently there has been some communication back and forth between them, but I’ve heard nothing since.

  35. 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?

  36. Antonia says

    Cash Euronet were given until 4th June to respond to FOS who upheld my complaint. I haven’t heard anything yet. Has anyone else experienced this?

  37. 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

  38. 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!

    • 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

    • 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.

  39. 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…?

    • Ckl says

      Can I ask when the adjudicator advised Quickquid had to respond to you. None of my loans are over 6 years. Adjudicator advises Quickquid to refund and they had two weeks to respond (by today). Congrats on yours

      • DK says

        Hello, they actually had until 18th and was very surprised as had read they might be a nightmare and just not respond to adjudicator. Although, guess it’s not all great if they’ve ‘agreed’ and offered less than they should have. Just need to decide whether I think it’s worth it for a few extra hundred if they refuse I guess. None of mine were over 6 years either. Thanks so much. Been over a year at this. Persevere. It’ll be worth it.

        • MM says

          Hi DK
          that’s great!
          My Ombudsman decision has jus bn upheld after too long! Would like the number to call QQuid now to pay up! You hv contact pls ? (As adju said to call QQ for bnk dtails etc)
          What u do for fast payment?
          😅😅
          Thanks
          MM

          • DK says

            Hi, that’s so good. Congrats! I’ve not got any contact details as have gone back to ask if FOS can ask QQ and P2P to recalculate the refund. The amount they’re offering is lower than what I believe it should be. They might refuse but don’t ask, don’t get. Can you not just use their standard contact details from Google? i.e.
            Phone: 0800 056 1515
            Email: support@quickquid.co.uk
            Hours: Monday – Friday: 08:00 to 21:00
            Saturday – Sunday: 10:00 to 18:30
            That might be the best option to try x

  40. 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.

  41. 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.

          • Chaz says

            I accepted the offer on Thursday 6th June. QQ asked for my details on the 7th and I chased them on Friday 14th. Mine isn’t a massive payout, it’s only around £500 but they’re still taking around 2 weeks.

  42. 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?

      • Lea says

        I had a final response from QQ no involvement with FOS until this was recieved.
        The loan which they are paying out for was dated 01/03/2012- This is 7 years old

        Original post:
        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- This is 7 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.

        • Chaz says

          Mine were over 6 years (2009) I first complained to QQ in April 2017 and then to FOS in June 2017. QQ tried to use every excuse and rejected adjudicators decision. Was passed to ombudsman in May which they found in my favour. I’ve just received QQ emails confirming they’ve processed my refund but to wait 15 days for it to clear. At least they’ve processed it! Good luck! You’ll get there in the end, although I know it’s very frustrating.

          • Mikey says

            15 days is ridiculous considering it took them 11 days to process it in the first place. Guess I’ll be looking at a month probably to get mine. Good luck everyone else, hopefully they are ticking through them quicker now.

  43. 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.

    • Darren says

      And it’s going to cost them more in interest the more they don’t play ball

      They are a joke

  44. 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.

  45. Darren says

    panorama bbc now

    Payday loan companies … quickquid at the forefront

    Interesting watch ..

  46. 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!

    • si says

      I am interested in Uncle Buck how long did you wait for a response ? I am just over week 7 and 1 day thanks

  47. sw says

    My case is over 3 years with the FOS, still no joy and now being passed to my 5th adjudicator as they keep leaving!!

    I asked why it appeared newer cases were being reviewed before mine. This was the response:

    Thank you for your email dated 12 June 2019. I apologise for the delay in responding.
    I’m unable to say why newer complaints have been looked into before your complaint. I’m only aware that we work all of our complaints starting with the oldest cases. Your complaint is currently waiting to be allocated to an ombudsman who’ll complete a final decision on your complaint.
    I also wanted to let you know that I will be leaving the short term lending department so I have passed your complaint to my colleague XXX who will be to update you on your complaint moving forward. I have copied him into this email and have provided his details below so if you have any further questions please let him know.

    I’d like to thank you for your patience in the matter and I hope we’re able to resolve your complaint as soon as possible.

    • Darren says

      SW

      It’s crazy . They are picking cares at random and not sticking to the longest wait one in my opinion

      I’ve been waiting 20 months now for a final decision

      And still no ombudsman ruling

      • DavyD says

        All loans over 6 years, been at FOS since August 2017. Picked up Feb this year ruled in my favuur 14 loans rolled over multiple times…QQ rejected. Got confirmation today it has now been picked up by the ombudsman

        • Darren says

          Davy d

          Did they ring or email you to advise ? Or did you ring in and chase ?

          They do t respond to any of my emails . I’m in exactly the same boat as yourself

          • DavyD says

            Darren
            I called as, the same as you, they didnt reply to any emails. I found this strange as I have numerous other settlements via FOS with other lenders and the correspondence was absolutely brilliant. I mentioned this in my call and 2 days letter I recieved an email saying it was going to the ombudsmen

  48. 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

  49. 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!

  50. Darren says

    Dear Xxxx

    Thank you for calling the Financial Ombudsman Service this afternoon.

    Following our call, I can confirm your case will now wait to be assigned to an ombudsman who will make a final decision on your complaint. This could still take some months. I’m sorry for the time that you’ve been waiting, and I hope that we’ll be able to get an answer to you soon.

    If you have any questions or concerns, please don’t hesitate to get in touch.

    So the wait goes on ….

  51. 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?

      • 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.

        • wayne says

          I understand your position. I have been issued a final response with no confirmation of the amount that I would be accepting so not fun. Still waiting for qq to receive confirmation from 3rd party debt collectors as to weather I paid the . Final response issued with no ability to confirm the amount so how can I accept a figure they can’t confirm .

    • Claire says

      Out of interest, what’s your bank?

      I bank with Monzo and am awaiting a refund from QQ. When I gave my account details over the phone the American lady didn’t recognise it and asked if there was any limit on incoming transfers. (There aren’t so should be fine)

      • Luke says

        It’s a HSBC Advance account, there shouldn’t be any limits on transfers. Their original email after I accepted their offer read:

        “I would like to inform you that because your account does NOT have enough payout task, that we would have to pay you at this time £1682.60 and the remaining amount of £905.23 you would receive via Electronic Transfer in 7-10 working days. ”

        They were very quick to pay the £1682.60, the following morning. Just a bit concerned that every time I get in touch about the remainder the date they give me keeps moving forward, seems like delay tactics. I’ll update tomorrow or Thursday.

  52. 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.

  53. 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.

  54. 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

          • Sara (Debt Camel) says

            Payday lenders have a business to tun, they gain nothing from setting out to be awkward at this point. It is more likely that at the moment they are having to cope with a lot more payouts than have had before. not only are they the ones through FOS but they also seem to be making slightly better offers directly.

          • Andy S says

            15 days may also be linked to if there paying from an overseas account. No idea how there processing there internal banking with these. It maybe due to the spike in claims that are actually now being processed there getting funds for these from there parent holding company whilst maintaining operational liquidity on uk based sites or some such.

            @Luke As an employer getting your staff to do the same task twice rather than once is hardly cost efficient if talking large numbers it racks up the staff hours used. I doubt they will incur unnessary expense just to be awkward. Thats lose lose for everybody including themselves.

  55. 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

  56. 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.

          • Chaz says

            I’ve been told the same, 15 working days. They told me because I asked them to erase my account they couldn’t do a bank transfer? I sent their email to the ombudsman dealing with my case and I revived a response this morning saying they have contacted QuickQuid to see what is going on. Will see what they come back with.

          • Claire says

            Back to the Ombudsman in that case.

            I’d be surprised (sort of) if they don’t pay by then though.

          • Andy S says

            There are actually various types of EFT and it depends if funds from within same country or overseas. Please see my post earlier – over seas funds transfers can take a few weeks, and there maybe business reasons built in that there staggering payments.

            I work in a payments issue office, so trust me I know about differing payment types and how long they can take. Some are indeed 2 – 4 days, some are same day, some are longer when coming or going overseas. There isn’t just 1 type of EFT with 1 set predetermined time.

            Also they maybe saying 15 days because it still takes someone preparing a payment, and if there sensible, someone else checks it then someone finally authrises the payment pressing the big pay button. They are no doubt dealing with higher than usual amount to manually process as well as cases are finally being resolved and authorised from FOS.

  57. 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.

    • Darren says

      My only concern now is what’s the likelihood of an ombudsman disagreeing with an adjudicator?

      I hear it’s unlikely it will happen but obviously I’m apprehensive

    • 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 :-(

        • Darren says

          No way ?

          12 December !?!?

          I just phoned and they told me that ombudsman picked it up already and hence the deadline of 4 July to submit any further info for both parties

          😢😢

    • DavyD says

      Darren

      Lets keep in the loop here. My email was the same apart from the date…mine is by 1st of July

      • Darren says

        DavyD

        Look alike we are getting ahead of ourselves .

        People had the same email 6 months ago and are still waiting

        Gutted 😔

        • 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.

  58. Luke says

    Past 2 days they have said there is nobody from final resolutions team on the phones…

  59. 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.

      • Darren says

        Sara but it’s finally worked for me after ringing twice a week .

        My case has now magically been allocated to an ombudsman after I was told “sorry you’ve waited so long … I’ll ensure this is allocated to an ombudsman. “

        Hey presto ..: 24 hrs later . Email confirms this

        Otherwise it would be lying there till I reached retirement age I reckon 🥴

        • DK says

          Are they just telling you this to pacify you so you stop calling tho? I’d be interested to see how long it takes for an Ombudsman to complete their investigation. Have to agree with the resource comment from Sara. I work for a large contact centre and there is nothing more counterproductive than someone calling to chase every day. That just slows everything down. Hope you get a resolution soon.

  60. 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.

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