UPDATE – on 25 October, CasheEuroNet which owns ate QuickQuid, Pounds To Pocket and On Stride brands went into administration.
See QuickQuid goes into administration – what will happen for details. That article will be updated with any more news.
This article will not be kept up to date.
QuickQuid (QQ) and its smaller brand Pounds To Pocket (P2P), which in February 2019 rebranded as On Stride, have been getting large numbers of affordability complaints from customers asking for refunds of interest.
You may be able to get a refund if you had loans from QQ, P2P or On Stride you couldn’t repay without borrowing again. You can get refunds for all type of loans, including instalment and flexi loans.
Summary – QuickQuid complaints
QuickQuid is now the most complained about banking and credit firm in Britain (ignoring PPI), according to Finanical Ombudsman statistics.
At the end of 2018, there were about 9,000 complaints against QQ and PTP with the Ombudsman. Many had been there for two years as QQ had been refusing to give refunds on loans over 6 years old or for loans given after 2015.
In 2019 the Ombudsman started upholding large numbers of these cases. QQ then rejected many of these decisions.
But in August 2019 QQ agreed to pay thousands of outstanding Ombudsman decisions within the next 6 weeks. These are being referred to as “the spreadsheet complaints” as many customers were told by FOS they “were on the spreadsheet“.
How to start a complaint (this no longer applies now QQ is in administration)
The main Payday loan refund article has the template letters to use for making these complaints.
If you had loans from both QuickQuid and Pounds to Pocket, you only need to make one complaint, covering both sets of loans.
If you rolled a loan repeatedly or repaid the loan and soon after took out another one, this suggests the loan was not affordable.
One loan complaints can be hard to win, but if your loan was large, as some of the loans from On Stride are, read Getting a refund for a large bad credit loan which has better template letters for your situation.
A list of your loans is usually enclosed with the response to your complaint.
Has your data been deleted?
This is a new problem. In mid-April 2019, QuickQuid seems to have deleted information about some loans over seven years old from their records. See Why is QuickQuid going to delete old customer data?
This won’t be a problem for you if you have the details of your loans, from your email records or from your bank statements. Here tell QuickQuid you can supply them with a list of your loans so they can consider your case. If they refuse to do this, send it straight to the Financial Ombudsman.
If you don’t have all your records, ask QuickQuid if that is their final response and then send the complaint to the Financial Ombudsman. You can complain not just that you were given unaffordable loans but that QuickQuid has not treated you fairly by deleting your loan data when it should have known from other customers complaints that you may have a good affordability complaint. Ask for compensation for this.
You may feel that without evidence your case is very weak. But you have an excellent case that QQ has treated you unfairly!
If you have closed your bank account, it can still be possible to get old statements but there may be a limit on how far back you can go. So try to do this as soon as possible – don’t wait for several months until the Financial Ombudsman asks you for them as that may mean there are another few months you can’t get.
QuickQuid’s standard response was designed to put you off
QQ uses a template letter to reply to you.
When you read what they have written, you may feel depressed and that you don’t have a good case. That is what QQ want you to believe! But in many cases the checks QQ did were far from adequate and the wording in their replies may mislead you.
Here are some bits from one recent QQ response (in italics) together with my comments on them.
We have assessed loans funded before FCA regulations were implemented using the “other credit commitment” (OCC) value taken from your credit report at the time of funding and used a reliable average for all remaining expenses.
From some published Ombudsman decisions, it seems that QQ hasn’t kept the details of many credit checks it did for loans before 2014, see this decision for example. You won’t win your case just because QQ can’t produce this information, but if you kept borrowing or rolling loans for months then you shouldn’t worry that QQ has some brilliant way of showing they did great checks.
In assessing loans funded after FCA regulations were implemented, we used validated expenses figures. We arrived at those figures by validating your declared expenses for various categories from your loan application against credit reference agency and Office of National Statistics data.
Here QQ usually has kept more records. But they were validating your expenses against some national averages. that may have been fine for the first few loans, but if you kept borrowing, QQ should have wondered if your real expenses were larger than their estimates. So they should have done extra checks on your later loans, not just kept repeating the same checks.
In assessing whether your loan(s) were affordable, we evaluated whether your total repayment across the loan term was sufficiently less than your total estimated disposable income across the loan term, after taking into account your expenses.
They were estimating your income and your expenses, without verifying them.
Also did you have had one of QQ’s “three month loans” where they only charged the interest for the first two months then the whole of the capital repayment plus another months interest in the third month? If you did, QQ assumed you would save up money in the first and second months. But the Ombudsman often doesn’t think this is fair, for example, here is one Ombudsman decision.
We further assessed affordability by viewing your account history for hardship. If we concluded that any of your prior loans were in hardship status, we evaluated whether any subsequent loans were issued without an adequate gap in time in between.
But QQ doesn’t seem to take account of whether you had to roll a loan, ask for a top-up or ask for extra time to repay a loan, even though that is also evidence that you were struggling.
we closely reviewed whether you took out multiple loans in short succession and whether there were negative changes in your individual circumstances such as a decrease in income and/or an increase in “other credit commitments” between said loans. We further analysed dependency by examining whether you had any loan(s) with numerous extensions or rollovers and if so, whether any subsequent loan was funded in close proximity thereafter.
QQ says they “closely review” these, but often they just seem to reject a case even if often you had to roll a loan or borrow again soon after repaying one.
You may feel this letter doesn’t actually reflect your situation at all – and you are probably right! QQ doesn’t explain why they have refused to refund some loans, or why they picked the ones they did.
For several years QQ didn’t add 8% statutory interest to goodwill refunds it offered. But inAugust 2018 sent an unexpected additional refund to some customers who had been affected by this.
QuickQuid cases at the Ombudsman (you can no longer send a QQ case to the ombudsman)
The Ombudsman service is easy to use but has been slow for QQ complaints, but in summer 2019 that seems to be improving as a large number of cases have been decided.
Three things not to worry about:
- you won’t “lose” an offer from QQ if you go to the Financial Ombudsman. So far as I am aware, in every case where someone was offered an amount by QQ the Ombudsman has increased the amount.
- the Ombudsman won’t reject your case because you had a large income or your partner kept bailing you out etc. Lots of people have won these cases. If you kept borrowing then QQ should have realised you were dependent on the loans and stopped lending.
- cases where there was a lot of repeat borrowing and gambling are getting good refunds.
How do they respond to the adjudicator’s decision?
The Adjudicator is the name for the first stage of an Ombudsman complaint. Only 10% of cases have to go to the second stage is when it is looked at by an Ombudsman.
QQ accept have been accepting some adjudicator decisions. But sometimes they offer a lower amount, in which case you have to decide if it’s worth taking that or asking for the case to go to the Ombudsman.
In June one person has just reported being offered c £8,000 by QuickQuid when the adjudicator’s decisions would have been about £9,500 – he decided that was a good enough offer to accept.
Rejecting too many adjudicator decisions
But QQ has been rejecting far too many adjudicator decisions.
The ombudsman could take all these adjudicator decisions through to the second “Ombudsman-level” where a decision is legally binding and QQ have to payout. But that would take a lot of Ombudsman resource to get thousands of cases through at that level. It shouldn’t be needed. the Ombudsman-level is intended for the few difficult cases, not for run-of-the-mill standard decisions.
Both the Ombudsman and QQ’s regulator, the FCA, have been pointing out that the FCA’s rules say a lender has to learn from ombudsman decisions and apply them.
This is why in August QuickQuid agreed to accept several thousand adjudicator decision it had previously rejected.
QQ started to send emails with the refund amounts and asking for people’s bank account details in September.
Good news that QQ is paying out on some FOS decisions but…
I’m very pleased QQ agreed to pay out on these decisions. Not just for those customers getting their refund at long last, but because by removing a large number of complaints from the queue for an ombudsman, I hope a lot of other FOS complaints will move forward faster.
QQ’s American parent, Enova, released its second-quarter earnings figures last month. Overall they were fine, but there were some comments in the Earnings Conference Call about Enova needing to reach a satisfactory resolution with the FCA and FOS about complaints. It’s not clear what they mean by this.
Enova’s third-quarter figures contained the announcement that they would be closing their UK business due to “regulatory uncertainty”.
Updated October 2019
Comments on this article are now closed. Please put any questions on
QuickQuid goes into administration – what will happen
sw says
Yay! The wait is finally over. I have had an offer from lead adjudicator FOS from QQ of refund on all loans except the first loan. All but the last loan over 6 years. It has taken 3 years almost to the day! Relieved but annoyed that it has consumed so much of my life. Last complaint for me. Glad to be rid of it all now.
Darren says
What’s a lead adjudicator ?
Is that the one after the first adjudicator but one before an ombudsman ?
Sara (Debt Camel) says
This isn’t some new stage in the process. sw had an offer from QQ that was being passed onto to her by the FOS. So it’s definitely final :)
sw says
I want to email QQ to ensure my payment is made as soon as possible – I have been waiting 3 years!! What email address should I use?
Ollie says
Just thought I’d share my timeline and outcome of claiming against QuickQuid.
16th April 2019 – I found out I could claim and created a spreadsheet to work out what I was owed. first loan was 2009.
17th April 2019 – I used Resolver.co.uk to create a claim
15th May 2019 – QuickQuid asked for my bank statements to confirm it was unaffordable, I declined (that was about three bank accounts ago, and I have a record of every loan in my email inbox still)
29th May 2019 – Complaint escalated to Final Response Team
5th June 2019 – Complaint escalated to Senior management escalations
11th June 2019 – Response back from QQ stating I will be getting a refund for £4,831.04 (would’ve been £5,249.47 excl. 20% tax deducted for the taxman)
14th June 2019 – QuickQuid responded back to say they are sending the funds the account details I gave them on the 11th and that the money would be in my account 7-21 days from 18/06/2019.
As yet no money in my account from QQ. However I feel this was pretty successful; while not all of my loan complaints were upheld for the sake of losing under 11% off my claim I decided not to go to the Ombudsman at this point. We will see if QQ actually pay out, as reading some of the comments here they appear to be very inconsitent. It’ll be 7 days tomorrow so I’ll probably phone them if I don’t see a payment in my account by midday. I have to say that Resolver is a great tool, gonna give it a go for reclaiming packaged bank account charges next.
Luke says
Don’t expect them to pay anytime soon. I was told “7-10 working days” from May 30th and I’m still waiting for them to pay up. Everytime I call they delay it and give a different excuse. Their latest one is that there has been an “internal error in their system that has now been fixed” so I will now receive on roughly 27th June. Not holding my breath.
Ollie says
Money arrived in my account this morning. Will see if I can update my comment to reflect this. 70 days start to finish is pretty good I reckon, sort of proud of myself.
Darren says
2009 -2012 were my loan dates and they point blank refused to look at my loans and rejected immediately Ollie as over 6 years
Well done on your win Ollie
I’m still fighting them 🥴
Lisa says
Hello, not sure if I am leaving this comment in the correct place, please move if not!
I have just had an offer from Onstride, I had 6 P2P and quick quid loans during 2010-2012 four were payday loans and two were instalment loans. The 1st 2 were small, a few hundred each, they have upheld one loan of the 6 with the reasoning “Repayment accounted for too much of monthly disposable income” they have disregarded all the other loans as N/a with the reason
*Please note that for any loans funded prior to FCA regulation, the “Loan Term EDI” column will state N/A for the reasons explained above.
They have basically said they used their own checks to work out if I could afford the loans, alhtough at the time I had numerous paydayloans with other companies, I can not understand why they have upheld just one. The offer is £1000 minus tax, would I be advised to send this to the Ombudsman, I can see there are huge delays from the comments above.
I would be happy to accept the offer if they would remove the defaulted loans from my credit record, they have made no mention of this, has anyone else had any luck getting them removed from credit file??? Peachy offered to do so without me asking.
Any advice appreciated
Thanks
Wendy says
I am due a refund of £1073.65, however due to a error
the last digit of my bank account number was missing and they tried to pay in but bounced back. I was told I had to wait to 4th June for refund to be processed as has to be paid in a different way now.m by. EFT, electronic funds transfer. Then it is 7 to 21 days from then to go into my bank account I think it’s Day 15 now and still waiting! I have emailed and phoned after 7 days and after 14 days and was told there is nothing they can do to speed up process and last reply was that they can not tell me when my bank which is Monzo will release the funds into my account.
I have contacted Monzo because of this statement and they have asked for payment references so they can check. Emailed support and resolutions but no response as of present. Given up phoning at moment as was getting no where. I guess now be looking at waiting the full 21 days but will phone them ASAP if doesn’t go in then !
Dec says
I’m in the same boat Wendy. It’s been over a week since they advised the refund has been processed and still haven’t received anything.
All I read on here was that QQ paid relatively fast after an ombudsman decision but this seems to have changed recently.
Wendy says
Yes it is frustratingI felt gutted about the stupid error I made with my bank account otherwise I would of received on 28th May. I don’t even think my email to resolutions was received as kept saying failed to send so I sent to support instead.
I will be phoning around 3pm onwards next Tuesday if payment not in as the payment processing team should be there then, no point really phoning before then as they just can’t Help and say wait the full 21 days.
Luke says
I was told mine was processed on the 30th May, then was told it was processed on the 4th June, then on 6th June. Then when I called they started telling me there was nobody from the final resolutions team working on the phones for 2 days. Now I’m told there was a system error and payment will be received on Thursday. The ombudsman has advised me that if its not in by the end of the week I should make a new formal complaint to QQ for delaying/not paying a settlement and that usually prompts them to pay up quickly.
Dec says
Hi guys,
As if by magic I’ve checked my account today and I finally have my money!!
Hope you both get it sorted ASAP.
Ciaran says
Dec – how long did it take in total to land in your account?
P says
Hi
8 weeks to the day of putting in a complaint I have an received an upheld response and an offer on all my loans which start May 2012 and end Oct 2015.
I was expecting a rejection as over 6 years for most.
I have absolutely no reason to send on to the ombudsman as all there.
Wow. Thank you to you all as I believe QQ are now acting responsibly.
Sara (Debt Camel) says
Good to hear this!
Andy S says
Lets hope that also means they will be more cooperative with the FOS. Seems to be a few more of these stories panning out QQ getting this fairly settled without needing escalation to FOS.
Congrats on the outcome.
Graeme S says
Hi
After Almost 3 years since raising my complaint with QuickQuid, I have finally received an offer from them. I was intially offered a £100 goodwill gesture from quick quid when I first raised the complaint.
Then out of the blue today, I received the below email: –
We wrote to you on 1 April 2019 to let you know what we thought about your complaint against Quick Quid.
Quick Quid have responded to say that they agree with some of our findings, and have made an offer – but the offer isn’t in line with what we’ve suggested. Quick Quid have offered to refund all interest and charges you paid – as well as 8% simple interest per year – on loans 1, 2, 7, 9, 11, 12 and 13, whereas we thought this should be done on loans 4-14. You had 14 loans in total with Quick Quid.
The details of their offer are as follows:
● Interest and fees eligible for refund:£986.94
● plus 8% statutory interest £ 646.87
● less 20% tax withholding £ 129.38
● Total Owed to you £ 1,504.43
● Total Refund Amount £ 1,504.43
My question or questions is now
1/ Do I accept their offer? Despite being less than what FOS recommend.
2/ if I do not accept, then how long will it take for the ombudsman to reach a final decision?
3/ if i do accept, then how long does it take for quick quid to pay out?
4/ Can I negotiate a settlement offer with QuickQuid via the adjudicator?
Any help will be greatly appreciated :)
Sara (Debt Camel) says
Can you add up the interest you paid on loans 4-14, what FOS has recommended? That help to compare the offers.
2j hard to say, some of these cases seem to be going through quickly but not all. The more cases where people get good offers from QQ the fewer case there will be to go to an Ombudsman.
3) 2-3 weeks seems typical
4) no.
Graeme S says
Hi Sara.
Thanks for your reply :)
I haven’t got a list of the loans as was not able to get these as Quick quid deleted my record when I raised the complaint.
Do you think FOS will have a record of these and how much interest has been charged to each loan?
Sara (Debt Camel) says
Yes they probably do.
Graeme S says
Hi Sara.
I rejected QQ’s offer of £1504.43 on 26th June and my case was passed to an ombudsman for a final decision. I was told that mine would be a couple of weeks at the most for someone to pick it up as my complaint is one of the oldest (August 2016). Yesterday, I receive a letter from FOS (dated 27th June) in which the ombudsman has looked at the complaint and gave a final decision on my complaint. They have said that QQ should refund me interest and charges on loans 4-14.
I called the ombudsman today to let them know I accept their decision and they have said that QQ will be touch with me within 4 weeks with an offer however can take up to 8 weeks. Has anyone had any experience of how long it has taken them to give an offer?
Sara (Debt Camel) says
It would be good to avoid the three year anniversary!
Annie says
I have a case for casheuronet still waiting in the queue for an ombudsman after they rejected adjudicators decision July 2018. The last loan I had was January 2018 which was settled but I have noticed that casheuronet have done a credit check on me dated 12/5/19! Does anyone have any idea why they would do this, there are two entry’s, 1 is an AF check and the other a credit check. Why and can they do this?
Sara (Debt Camel) says
My guess is that they are reviewing some cases and making an offer to settle them. They are allowed to check your credit record at any time, but their searches should be “soft” – only the lender can see them, other lenders can’t. An AF search is fine. You may be able to tell from the credit report you are looking at if the credit search is soft or hard – if you can’t, Yiu need to ask QQ.
Mandy says
Hi all,
Been reading all these posts and thought I’d add my comments which might give some of you a boost. Contacted QQ initially at the beginning of May. I’ve had automated replies and then yesterday got an email containing this information:
Interest and fees eligible for refund: £ 7497.46
● plus 8% statutory interest £ 3746.38
● less 20% withholding £ 749.28
● Total Owed to you £ 10494.56
The loans were from 2011 – 2013. – 17 were upheld, 4 not.
Completely blown away by this amount – was really not expecting it to be so much. I haven’t had to escalate the claim so it could well be that they are not contesting them as much now. Hope this gives some of you some hope.
Lisa says
Hi Mandy thanks for posting that, did they say why they didn’t uphold 4 of them? Mine are a similar timeframe they have upheld one of 6. 2 were instalment with their sister company P2p
Am currently deciding do I accept the offer or take to the ombudsman. I am worried with the volume of claims they may go bust….
Mandy says
Hi Lisa,
No specific reason given but they were the first four loans that I took out and for relatively small amounts. The reason given for most of the others was ‘ Repayment accounted for too much of monthly disposable income’ so suspect they feel the first four were affordable. I have gone ahead and accepted their offer and has notification that it will be paid within 7 – 21 business days so we shall see. I also had two with P2P and they have been upheld.
Sara (Debt Camel) says
Not getting paid for the first 4 loans if they were small is normal – this sounds like a good offer from QQ.
Darren says
Just had an email from QQ .
They have responded to the FOS with their response to the adjudicators email advising them to contact them before 5 July before an ombudsman makes a final decision
I think I’ll be ringing and checking what the response is . Hopefully they will have some to their senses
Kerry says
Quick background, my complaint was submitted to the FOS in October 2017. April this year an adjudicator send an upholed view to QQ, but QQ have said they cannot look into my complaint as all loans are over 6 years.
Anyway, after reading through more and more comments and posts on here from people who have only recently submitted complaints to QQ for loans over 6 years, and having a positive outcome within weeks (congrats btw, glad to see you have been successful) I opted to email QQ and ask why they are refusing to look at my complaint. I have stated in my email that it makes zero sense for them to refuse my complaint on the grounds of the loans being over 6 years, when they have accepted and paid out for complaints against loans over 6 years old. The auto response I got said they would respond within 24 hours, yet here we are a day later and no response as of yet.
Darren says
Kerry .
They never ever do I’m afraid . And I’m in exactly the same position as yourself timescale wise
Apparently QQ emailed the FOS with an update on Tuesday as instructed by the FOS before the ombudsman gives a final decision
The FOS say have not received an email
And as you say… lots of people are receiving payouts much quicker than ourselves
Fed up
Kerry says
It really is frustrating. I’m happy for the people who have been successful, don’t get me wrong. But at the same time it feels like a kick in the teeth when we’ve been waiting almost 2 years. All I know at the moment is that QQ responded to the adjudicator in April with the “over 6 years” excuse, but it is now waiting to be processed and they don’t want to give me an idea on a timescale.
Is it right that you can submit a compensation claim if the company take an unreasonable length of time to deal with your complaint? Either way, my email to them was sternly worded and suggested I would be looking at taking legal action to pursue a compensation claim as I felt they were being unreasonable! Lol
Sara (Debt Camel) says
You can’t start legal action when you have a FOS case underway – in the same way that a lender can’t start legal action against you when there is a FOS case.
When the FOS case is over, either you will have won and would be mad in my opinion to try to start another battle against QQ when you could take your money and forget all about them. Or you will have lost, in which case the chance of winning a court case are likely to be very low as it would probably be chucked out as out of time due to the Statute of Limitations.
James R says
Same boat as you and Darren. Submitted claim 2 years ago, adjudicator upheld my complaint in April 2019. QQ disagreed as loans over 6years. Spoke to Fos today no update, asked if my case would be passed to osmundsmen they said don’t know as we are in discussions with QQ to see if we can look into loans over 6 years could take several more months.
Graham says
I submitted my complaint April 2018 and received adjudicators response yesterday. Some loans were over 6 years. Reading the comments on here it looks like they are going to reject adjudicators decision!
Sara (Debt Camel) says
Sometimes they accept. The people who have one accepted post once about it, those who have one rejected carry on posting as they still have a live complaint and want to know what happens next and when… so the volume of comments from people who have had it rejected looks much larger than it is.
Graham says
Ahh I see..fingers crossed! It’s my final complaint of about 8 that needs settling. I,m hoping that because it’s not as large a sum as what I’ve seen they will just pay up!
Wendy says
Hello
Just a update on my previous post, refund was supposed to be processed on 4th June and a 7to 21 working days wait for refund to go into my account. I have a reply from the email I sent regarding this, they said:
We do apologise for any inconvenience, due to a technical issue, the EFT was delayed. The issue has been corrected and you can anticipate the refund 27/06/2019.
I phoned them after I received this and they quoted the same thing. They kept saying anticipate the refund will in my account! I wonder !!
Luke says
I’m told the exact same thing, I’ll report back tomorrow if I receive it or not.
Christine says
Did you receive it as I am awaiting a refund due 27/06/19 and so far nothing, have tried phoning them but apparently the funding department are not answering phones, told to email no reply there either!!! What the hell I have been patient, calm and waited the amount of days they required and I’m left with no payment so far!!! Actually fuming!!!
Wendy says
Hi Christine
I have not received money as of this morning, probably best to phone after 3pm as being American call centre. I understand your frustration as I could really do with this money at the moment.
Christine says
Yeah I will be, have already phoned them this morning but I keep getting told the funding department are not answering phones currently!!! Have been told to email but they are not responding to them either. So annoyed now :-/
Sara (Debt Camel) says
I know it’s incredibly annoying not being able to ge through, but QQ are making a lot of payments, I really doubt trying to hassle them will speed yours up, and the more people that try this, the more the team will be spending their time taking to you or answering emails rather than actually getting the work done,
Christine says
Just an update on my refund from QQ which was due today. It appears that there was a transmission error in processing my EFT payment apparently 50 people were effected and I was sadly one of them!!! Surprise Surprise apparently my refund will be paid by close today guess what it hasn’t!!! Another delaying tactic from QQ I fear!!! :-/
Wendy says
Hi
I didn’t get mine either, I called around 4pm and told resolutions will not be answering calls today and to phone back today. I got the impression that they sort of knew that payments would not of reached bank all accounts today. I also sent a email and no reply today. Last Friday I was told my refund had been processed and they could not tell me when my bank would release the funds to me!! I would of rather of them told me there was a problem at their end earlier then we would know where we stand. Wait and see tomorrow now.
Luke says
I was told the exact same thing about an error and haven’t received it today like they said either
Claire says
Do you get your interest recalculated in this case?
Sara (Debt Camel) says
honestly it’s not worth asking them to do this – it would slow down the payment.
Luke says
For the amount of interest it wouldnt be worth it. Just got a nice member of staff on the phone who has escalated it to a manager who will contact me within the hour to try find out what is going on as it was showing on their system that the refund has cleared
Claire says
After receiving final Ombudsman decision on 11th June (passed to QQ the same day), I’ve received the following email:
Although our closure letter states four weeks due to the number of complaints being dealt with it could be eight weeks.
They should contact you within this time and give you the settlement figures.
If you’ve not heard from them by 10 August 2019 please contact us and we’ll call them for an update.
Hoping they won’t take a further 28 days then to pay out
Liam says
QQ Made me an offer before I sent to the ombudsman (still waiting btw)
Their offer included the 8% interest.
However, I’ve just received a final offer from MYJAR – they have offered a refund on loans 4-10.
But they haven’t included the 8% interest
My question is – are they obliged to?
Sara (Debt Camel) says
No they don’t have to. If you go to the Ombudsman. then 8% interest is almost always (99% of the time) added.
But it you feel you have been made a fair offer then you may be happy to settle without the extra interest to get this sorted speedily?
Or you could go back and say you will accept their offer if they add the 8%?
Trevor says
February 2018 – complained via resolver.co.uk April 2018 – was offered in the region for £650 from QuickQuid. I worked out my interest I’m owed in the region of £2500 interest over 56 loans and removed my loan that was over 6 years old. May 2018 – refused this offer and took my case the Financial Ombudsman service October 2018 – adjudicator was on my case. November 2018 – adjudicator ruled in my favour to which QuickQuid then rejected and referred to an ombudsman. July 2019 – sitting in the ombudsman queue and not moving nowhere fast after making numerous calls over the phone can’t give me an answer of when there maybe a chance of my case being looked at. Some of the comments here aswell people have had there payouts from the ombudsman quicker than I’ve had mine in but there are also people waiting longer than me so I can’t moan really. I also feel with Wonga going bust, will QuickQuid follow suit. I also haven’t seen any QuickQuid adverts on tele like their used to be exactly the same way Wonga did. If I just knew a rough date of when an ombudsman would get a look it would be easier for me to see if I can cut and run with their original £650 offer or hold out but have no idea if they will go bust or not like Wonga did and get paid absolute pittance. Bored of it all now just think it will be too late when mine gets looked at especially with the eye watering sums they’ve paid customer on here 13k / 11k. No company can stomach that from thousands of people.
Sara (Debt Camel) says
There are a LOT of QQ decisions coming from the ombudsman at the moment. After a long period (too long!) of little progress, things really do seem to be moving. But as a result I can’t say anything sensible about when your complaint will be looked at because previous wait times are now irrelevant.
“the eye watering sums they’ve paid customer on here 13k / 11k. No company can stomach that from thousands of people.” The latest results from their American parent (http://ir.enova.com/2019-04-25-Enova-Reports-First-Quarter-2019-Results) show their income was $293 million in the first quarter of 2019 (up 15% on the previous year). American companies have to report quarterly, not annually, their results for April-June will be out in late July. Enova’s recent reports have not indicated they are concerned about UK refunds.
Andy S says
There are still QQ adverts on the TV, one I’m seeing most often is early morning everyone leaving the house but running around the mom with a mid teen girl needing trainers or some such a late teen appears from in the house going boilers broke, it time freezes while mom thinkg a mo then grabs mobile out her pocket saying we’ll get the boiler sorted for tomorrow. Kinda runs like that, that’s on the cable channels anyway.
So with advertising and there’s another one with couple I think in the supermarket, and there are less and less of the big players such as Wonga, QQ have probably got more consumers paying in for there financial products to offset the complaints.
I’m guessing QQ are looking at getting these cleared to shut down undue negative publicity that might put consumers off.
But there are a lot of complaints for a complaints team to be processing. I’m guessing but I think the general picture maybe more like that.
Wendy says
Refund update
Mine has been escalated to management review as did not go in yesterday! Apparently a case worker will contact me, however they are unable to tell me when that will be or when I will receive the refund. It is not really making sense to me as I guess I am so used to doing things in a instant.
Wendy says
As I originally claimed through Resolver I send and receive updates this way as well and the reply I received was below, at least now they addressing the issue instead of not communicating.
It is our highest priority to resolve this issue as soon as possible. We do apologize for the inconvenience this may have caused you. However, our management and accounting teams are working to resolve the issue with the delays of refunds. As of today, we are still working toward the resolve and don’t have an estimate of time frame.
Darren says
Thank you for your correspondence. We’ve spoken to FOS who have advised that they advised you it can take 3-4 days for emails to be allocated to your case. Please allow this time for them to update your case and provide you with the next steps as there is additional information they will provide you after reviewing our correspondence.
Received this from QQ yesterday
Christine. says
Has anyone heard anything about QQ refund payments that were due to be paid last week? Getting no joy from phoning them or emails. Thanks
Wendy says
Hello
I got a reply through Resolver after asking if I would have to wait a up to a further 21 working days once they have resolved the payment problems and was told I shall receive my refund by Friday 5/7/19.
Luke says
My payment is coming tomorrow. My bank shows pending transactions on the day before and the quickquid payment is showing as incoming tomorrow. Longest 7-10 working days ever but at least finally sorted.
Jill says
Hi does anyone know how long sunny take to payout. They have agreed with adjudicator.
Sue says
Sunny said I would receive it within 5 working days then emailed on the 5th to say it would be another 28 days! I immediately complained and it was in my account the same day.
Christine says
Was this being paid via the EFT payment system? I got a refund of £2539.35 and they said it was to large and needed to be completed via the EFT payment system and apparently this system had an IT error. I hope mine is going to be soon.
Wendy says
Hello
My refund is now showing up in my bank for tomorrow, exactly 21 working days from 4th June so yes seems to be sorted now.
Darren says
QQ have offered to refund me £2438 inc 8% interest
However they haven’t included my 2 pounds to pocket loans of £1209
I’m not accepting their offer
Jacob says
Hi Darren,
Could you just clarify this for me please. QQ rejected your adjudicators findings but later on before it was passed to the ombudsman to make a decision they were given an opportunity to respond and I’m assuming they then made this offer?
Just trying to get my head around what is happening at the FOS at the minute. It’s almost like QQ have agreed to alter their position on their decisions.
I’m almost at the stage of giving up on the loans over 6 years. It will be 2 years by the end of this month that I have been waiting.
Darren says
Hi Jacob
They rejected my adjudicator decision on 2 May to uphold 5 qq loans and 2 pounds to pocket ones .
My adjudicator went back to basically give them one last chance before it’s passed to an adjudicator .
They have offered to refund 4 of the loans but here’s no mention of the 2 pounds to pocket ones .
My adjudicator has now emailed them back to advise I won’t accept this unless they take into account those 2 loans .
If they won’t include them it goes through to the final ombudsman
This has been going on since November 2017.
My adjudicator seems to think they have made an ok offer but not one that we think applies to their findings (in other words … lets offer the customer a decent amount so we don’t have to go to the ombudsman and pay out More)
Adjudicator has given them one week to respond before an ombudsman makes final decision
Jacob says
Thanks for that info Darren. Hopefully QQ will see sense and pay out. I think you are right and they are just trying to buy you off cheaply. Good luck
Darren says
Jacob just realised my mistake .
Adjudicator given them one more chance before passed to an ombudsman ..not another adjudicator . Sorry about that
Fingers crossed your claim will finally be resolved too
Jo says
Darren
How long did it take for them to come back with an offer after first refusing the adjudicators decision? They have done the same to me the adjudicator has gone back with more information before its escalated to the ombudsman my loans were all under 6 years
Kerry says
Good news that you’re getting somewhere now Darren. How did you get the offer, did you contact QQ direct or is this through the ombudsman?
Darren says
Hi Kerry
Through the ombudsman .
I think QQ are hoping I accept their ok offer .
But they haven’t agreed to the 2nd large loan I took out with them or the 2 large instalment loans with pounds to pocket (there’ no mention of these 2 loans on their response)
If they don’t agree to these or simply ignore them … I’ll await the ombudsman decision as it’s another sizeable amount
Stephanie says
Update on my case with Quickquid.
Complained to Quickquid at beginning of October. Not upheld.
Sent to ombudsman 17 Oct 18.
Adjudicator decision 16 MAY 19.
Upheld loans 6b-9
Quickquid refused
Ombudsman final decision by letter today 1 July 19. Upheld 6b-9
Hope this helps, no loans over 6 years.
Kathryn says
The Ombudsman has found in my favour but only partially. I dont think that the ombudsmans decision is right, and I hate to say this :(
There were late fees on loan one and loan 2 and they have only upheld part of a refinance of loan three. I rolled over loan one and loan 2 over 50 times so it was a constant cycle.
Is it worth asking the ombudsman to look again?
Sara (Debt Camel) says
Is this a decision from an adjudicator or an ombudsman?
Kathryn says
The adjudicator.
Sara (Debt Camel) says
OK, so reply to the adjudicator they you would like them to look again at your case, because loan two was rolled over 50 times, despite you having been charged late fees on both loan 1 and loan 2 which should have showed QQ that you were in difficulty. Say you think that a fair offer would be a refund from about the 10th rollover on the second loan (if you think that is fair?) and say you would like the case to go to an Ombudsman to be looked at if the adjuicator doesn’t change revise their decision.
Kathryn says
Thanks Sara. I’ll draft a response in line with that. Much appreciated :)
Claire says
Is anyone else still awaiting contact from Quickquid after an Ombudsman final decision?
21 days and counting…
Jo says
Hi Sara
Just wanted to say thanks so much for the resources and advice you offer on this site! I’ve just received just over £12k refund from QuickQuid :)
They upheld the complaints of 8 out of 13 loans – which i took out between 2008-2012.
This was the timeline:
– Submitted a complaint to Quick Quid on 23/04, asking for detail of loans to be sent to me
– Acknowledgement received on 29/04
– Detailed report of loans sent to me on 02/05
– I responded with detail added to my complaint on the same day
– Got an update on 18/06 to say they had been unable to complete their investigation within the 8 week period
– Final response received later on 18/06 offering just over £12k in refund
– Received a ‘refund processed’ email on 21/06 stating refund would be paid on 28/06 and show in account within 7-10 working days
– Money received on 02/07
Thanks so much again – hopefully this timeline is helpful to share to others going through the process.
Sara (Debt Camel) says
A good result, and very fast!
Chris says
Great result and well done. Still raises questions about the process. I have had a CMC put in a complaint for me (regret that now) and this has been ongoing since 04/18. The loans are all over 6 years (like yours) but my CMC just says the claim is with the jurisdiction team. Clearly QQ are paying out for older loans so I don’t really understand how my claim is still ‘in jurisdiction ‘.
Anyway, happy for you. Cheers.
Jo says
I definitely hadn’t expected that result, or for it to be resolved so quickly, particularly after reading some of the experiences on here. Really hope you get a positive result from them soon!
Darren says
I’ve accepted £2900 qq offer
Could have got a bit more possibly but 20 months of waiting .. I’ve decided to accept
Finally .. closure !!
Kerry says
Glad to hear you’ve finally got somewhere Darren. Fingers crossed I hear soon too.
Kerry says
Just got off the phone to the FOS as QQ have emailed me saying they sent an offer on the 6th of May. Turns out they did, and offered £347. I had 3 loans from them and rolled over all of them multiple times, and the adjudicator found they should refund me for loans 2 and 3 and pay the 8% statutory interest. When I add that up myself it comes in over £1k so I’ve told the FOS i won’t accept the £347. It’s insulting in my eyes.
james r says
Good result Darren. Still being told by FOS that they are in dialogue with QQ to resolve ongoing issues and should have an update in next 3 months!!! This is after an adjudicator found in my favour in April this year. Can I ask were all your loans over 6 years old ?
20 mth and counting :(
Darren says
Yes mate
All over 6 years
Jacob says
Just spoken to the FOS again who advised that my complaint is still being looked at by the jurisdiction team as QQ are refusing my 6+ year loans because they believe as I was employed with HM Revenue and Customs at the time I should have known I could have complained. This is beyond ridiculous!!!! I’m sure I have read somebody else mention something similar to this. I could understand if I worked for a financial institution such as a bank who provided loans or something similar but I worked in an office doing data entry most of the time.
What do you think my next course of action should be Sara? I am flabagasted that the FOS or even considering this argument. I would appreciate any advice at all.
Thanks
Sara (Debt Camel) says
I suggest you email them with details of what your job involved.
Graham says
Hi Sarah
Do you no if the FOS are able to tell you what the exact amount of redress is due based on there decision?
Sara (Debt Camel) says
No, they will normally just tell the lender which loans should be refunded.
Kara says
My case, which was in the queue for review by an Ombudsman after QQ rejected the adjudicator’s findings in April, is now waiting for an adjudicator again after QQ got in touch last week. Apparently they’ve made an offer to uphold some of the loans that the adjudicator asked them to refund, but not all. The person that I spoke to at the FOS said I’d have to wait upto a few weeks to find out exactly what they’re said and offered as it needs to go to one of the specific adjudicators handling these cases. Apparently it doesn’t necessarily mean that I’m at the back of the queue again for ombudsman reviewal (assuming I disagree with QQ’s offer), but it’s really frustrating that they pipe up when I thought I was getting to the end of the process. My case was referred to the FOS in January 2018 after QQ offered me £12 for 13 loans, mostly over 6 years old.
Cat says
Hi, reading through the comments im in a similar position to a lot of people. Raised complaint in 2016. QQ offered low amount to resolve. Adjudicator found in my favour and now have been sat on hold pending senior manager conversations to resolve. Some loans over 6 years. Im starting to get fed up with lack of communication or movement. 3 years to resolve complaint seems unfair. I am considering complaining to FOS about service i have received from them. And asking for independent review of approach. Whats everyones thoughts? Do you think its reasonable to raise this to highlight the frustration and impact the delays of this approach is having?
Sara (Debt Camel) says
I understand your frustration – and no-one is more frustrated with this than FOS. I can’t see that complaining to FOS will help matters at all – what is needed is for the FCA, QQ’s regulator, to lay the law down and tell QQ to abide by FCA’s DISP rules which say a lender has to learn from previous FOS decisions.
I don’t know if you have seen this suggestion before:
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 stress it is causing you.
This will not help your case directly at all – the FCA won’t look at your situation or talk to QQ or FOS about your case. But it’s easy to do and 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 customers.
Cat says
Thats a really good idea. Thanks Sara. I will do that as want to do something productive. Seems ironic that the complaint is not being resolved due to time limitations yet has taken 3 years so far!
james R says
Cat,
I agree with your comments around the FOS. Its chaotic at best!!! . I fully understand the pressures they are under, but hey so are most people in there day to day jobs. Although they seem to be defended to the hilt, I have found them incompetent and incredibly frustrating to communicate with – (ie they not respond to any email I have sent). I understand ringing them daily / weekly takes up resources which could be best used to help resolve cases, but I for one would be happy with monthly updates via email . I dont thing this is unrealistic, especially once you have been assigned an adjudicator. In the near 2 years my QQ case has been sat with them I have recieved one email, that was the adjudicators decision finding in my favour in April this year. Of course QQ disagreed!
I have taken on board Sara’s comments but I have today made an official complaint about the way my case has been handled thus far. I dont expect it it speed up the process, put it will hopefully address the frustrations I know is felt by many in this challange.
I have sent 10 emails over this time requesting an update not one has been responded to, which appears to be common place. As such people have no option but to ring.
Cat says
Today ive lodged a complaint with the FOS about the service ive received from them. Every time i call i get a different story – first i was in a queue for a final ombusdman decision, then everything paused, now i have found out that qq raised a different objection in April which i havent been told about. Very grateful of this service but i have no idea what is going on with my case and get conflicting responses. Hoping by raising with a manager i will get a clear picture of whats going on and maybe even some progress. Think been pretty patient thus far since logging in 2006.
Cat says
Strange (but welcome) update. After complaining to FOS about their service i have today received an update. I was previously told QQ rejected adjudicators view and therefore was in ombudsman queue / then it wasnt as senior conversations. Today i was told that qq raised concern in April. One call from adjucticator and they have responded to QQ saying they stand by their decision after investigating additional point raised. QQ objection was that as i had help from a charity to work out income and expenditure when i defaulted on loan, i should have known to complain earlier. Anyway, seems this stage could have been sorted in April. Hoping that QQ accept but not holding breath…. over 3 years waiting so far but at least theirs activity now :-)
Darren says
How long does it take qq to contact you after accepting their offer ?
Please don’t tell me it’s another eternity ? 😥
Mandy says
I received an offer directly from them after less than the eight weeks from my first complaint. That was Monday 24th. I accepted in the next day and had a confirmation email from them telling me it would be paid between 7-21 days. It arrived in my bank on Tuesday 2nd July! Much sooner than I had anticipated so hopefully it wont be too long a wait for you.
Darren says
Thanks Mandy
I accepted on Tuesday . I have emailed their case handler and the generic email address but as of yet I have received nothing back
I will chase today 😊
sw says
Darren
I accepted on 23/06, received email confirmation from QQ on 27/06 saying it would take up to 15 days. No payment yet.
sw says
Another email on 04/07 detailing payment breakdown.
Alice says
I’ve received an email today from the the adjudicator with the decision that they should refund loans 3-17 (woohoo!) even though the majority were over 6yrs ago.
Does anyone know how likely QQ are to accept this and make an offer or am I looking at a long wait at Ombudsman level?
Darren says
They rejected point blank 99% of adjudicator decisions .
However … I think more and more are going through lately at that level .
Mine finally got settled after 20 months of waiting .
They relented when another adjudicator have them one more chance before going to ombudsman stage
They made me an offer which I accepted
Alice says
Thanks! That’s annoying. I was hoping for something more positive after Myjar settled really quickly after an adjudicator decision a couple of months ago. Never mind! I originally complained a year ago so what’s a few more months if it comes to it?
T says
Have spoken to FOS today as been put in ombudsman queue. QQ removed their jurisdictions objection but disagreed with the irresponsible lending complaint.
I explained my change of circumstances to the ombudsman and how I am now in a dire situation. My monthly income has been halved and Have now defaulted on more debt because I can’t afford basic costs. However I have been told by FOS today it can easily take another 12 months before the ombudsman will look into it and my personal situation will have no bearing on when they decide to review my case. The adjudicator has found in my favour already and this is just another blow. I can’t take any more, I have already emailed FCA and QQ directly with both of these being more sympathetic than the FOS.
I have offered to send proof of my change of circumstances but this isn’t good enough. The FOS didn’t even act on the email sent to them by QQ for six weeks- I had to push them to take action! I have had enough now, it’s not a fair balanced system. Well done to those who have had a resolution- I don’t feel I’ll still be around to get mine :(
Craig Wallace says
T…. hang in there. This will get sorted and it looks like things are moving. I’m in the same boat and with my daughter’s wedding coming up in October I thought I would have a nice little sum to help her out when I complained in November 2017…. still waiting. Please go and see CAB re your debt…. it’s only when we take that first step for help that we begin to feel the weight being lifted. Things do and will get better. Best of luck and stick in there. All the best.
Sara (Debt Camel) says
Craig is right.
Sara (Debt Camel) says
QQ have made a new offer that was only a couple of hundred less than the adjudicator decisions so T accepted it and is was paid immediately. See T’s comment on 10 July.
I am glad this one has now worked out well. The adjudicator should not have told her “my personal situation will have no bearing on when they decide to review my case.”, that is not FOS policy.
Claire says
Update:
20/8/2018 complained about 22 loans with quickquid between 2011 and 2014
24/9/2018 QQ offered to refund interest on 5 loans (£1600)
4/10/2018 Sent to FOA
I dropped the first 4 loans as they were +6 years
11/3/2019 received response from adjudicator saying interest on loans 5-22 should be refunded
Response from QQ requested by 25th March.
21/3/2019 Quickquid responded with the same offer of 5 loans at £1600
21/3/2019 into the Ombudsman queue
11/6/2019 received letter from ombudsman upholding all loans – I phoned to agree and final decision was sent to QQ the same day
18/6/2019 I rang QQ to ask for an update and to give new account details. They couldn’t give me an update as system down/ no one to speak to/ couldn’t find my details
27/6/2019 I went back to the ombudsman to make sure everything was ok as QQ hadn’t been in touch (it was still within the 28 days). Ombudsman said it might now take up to 8 weeks to hear from them at all.
4/7/2019 5 consecutive identical emails from QQ saying money would be in my account within the hour (no final settlement figure given)
£7778.05 in my bank in 5 separate payments.
It’s a couple of hundred off my calculations so I’ve asked them to send the final figures, but praise be this is now over!
Graeme says
Hi Claire
I have now had the ombudsman uphold my complaint and they have sent a letter asking for me to accept their decision on which I called them.
I was told that QQ would be in touch with me in the next 4 weeks but possibly 8 weeks with an offer.
Did you ever get an offer from them or did they just pay the refund straight into your bank?
Also when you called QQ, what number did you use to contact them?
Thanks
Graeme
Claire says
Hi Graeme
No I didn’t receive a further offer. I was expecting a final settlement figure where they break down the calculations – but I’m yet to receive that.
The resolution team number is 08000163114
Graeme says
Thanks Claire :)
I incidentally revived an email for QQ this morning advising that they have received notification from FOS about my acceptance of their offer and would like me to confirm that they hold the right bank details to process the refund to me.
I have confirmed this so hopefully they pay out soon. Almost 3 years in the waiting!
Darren says
Hi Graeme
When did you advise qq you would accept their offer ?
I advised them and the adjudicator both on Tuesday and I’ve had no acknowledgement as of yet
Cheers
Darren says
5 emails from qq to say my funds will be In my account within an hour
Graeme says
My case was passed onto the ombudsman for a final decision after the adjudicator upheld my complaint. I accepted the ombudsman’s final decision on Tuesday and got the email today from QQ.
Jo says
How long did it take to receive a final decision from the ombudsman after they rejected the adjudicator decision? pounds to pocket refused my adjudicator decision all loans under 6 years the adjudicator has gone back to them with more info but looks like it’s going to the ombudsman
Matt says
Still waiting for mine after QQ rejected adjudicator decision 12/12/18.
Called today and still waiting in the queue for an Ombudsman…..frustrating.
Lisa says
Adjudicator upheld 5 out of 10 loans over 6 years today- QQ have 2 weeks to respond otherwise goes to the ombudsman. Things seem to be moving quicker. My husband had 2 emails about other cases today aswell.
Jane Harkendly says
Anyone going via FOS be aware QQ are unlikely to provide an offer or response on the given 30 day deadline date from FOS. They wait until the 30th day and await FOS to chase them up adding 6 further weeks to respond. When they do respond it is to state anything older than 6 years is void meaning it goes to an Ombudsman and not adjudicator (adding up to a year). What QQ neglect in this is they add £550 per claim they treat this way. With nearly 5000 claims they take £2.7m in costs up to nearly £5.4m and lose in the majority of cases. My advise as I have assisted many people is don’t accept offers from QQ. Stick it out and collectively they will start feeling the pinch hopefully bringing down their terrible process.
Sara (Debt Camel) says
Are you saying the FOS fees double if a case goes to the Ombudsman level? That isn’t right – it is a flat fee.
Cheryl Edwards says
Hi does anyone have the email address for affordability complaints to Quick Quid?
Thank you
Lorraine says
Hi – not sure but I’m sure someone will be along who knows. I did all mine through Resolver. Initial complaint went in 17th April and redress paid into my bank beginning of July. 😊
Cheryl Edwards says
Thank you I’m sure someone will have it. Congrats on your refund 🙂.
Lorraine says
Thanks Cheryl – it is badly needed as it’s going to other bills I’ve clocked up. But at least now I have something to pay towards them. Can’t tell you how relieved I am. Good luck with yours.
Ollie says
Just use Resolver.
Kerry says
Yes it is complaint@quickquid.co.uk
You have to email them from the email address you used to set up your QQ account.
Katie says
I had one loan with Pounds to Pocket for £800 and this was paid back in 12 monthly payments. I paid double in interest. It has been with the ombudsman for over a year. The adjudicator has come back and said they were not at fault for not carrying out checks? I had 5 other payday loans at the time! Is it worth sending to Ombudsman?
Millie says
It’s very unlikely you will get anywhere.
It seems those that the adjudicator side with have had multiple loans with the first one not being counted. It’s the lending over and over to the same person that they side with.
Jane harkendly says
Hi Sara, I was told QQ get charged for each case by fos. If they cause further stoppages and it goes from adjudicator to the actual I’m Ombudsman and they lose they (QQ) incur additional costs. That’s how it was explained to me?
Sara (Debt Camel) says
No, it’s a flat fee, whatever stage it is settled at.
James R says
Monthly call to Fos after QQ refused my adjudicators decision 4 months ago. Today I was told all cases where loans are over 6 years old are on hold as QQ are again disputing the case presented by Fos. I was told loans over 6 years old were bringing grouped together in the slim hope QQ reverse their objcations at looking into these loans. I did mention that on internet forums people who had loans over 6 years were being paid out. Then I get this “so rather waiting in this group of pending complaints would you like to be placed in the que for an osmunsman final ruling on your case!! I said I thought it was automatically passed to an ombudsman for a final ruling once the company disagree with an adjudicators findings. Then was told not in QQ cases at the moment!!!
I genuinely have no idea now what is going on 22 months in. I was told I would be emailed In next 3 days to say if my case could go for a osbudaman for a final ruling???
Millie says
My case was put in ombudsman pile on 20/06/19
Loans over 6 years.
Today I have received decision upholding my complaint sign the letter to sign to say I agree.
Ciaran says
Great news Millie, mine was put in ombudsman queue on same day.
Do you mind me asking when you first submitted your complaint to the FOS?
Millie says
October 2018 I first sent it to them.
DavyD says
And this is where The goings on at FOS frustrate me so much. Mine has been there since August 2017. QQ refused adjudicators decesion April 2019. Went to ombudsman 1st July. Called yesterday to ask why these are seemingly picked up at random and how long I would be waiting for a ombudsmans final decision…Told it could be another year!
Sara (Debt Camel) says
I think you should take from Millie’s case the fact that decisions are being issued quite fast after an ombudsman picks up the case. (That will only be if the ombudsman agrees exactly with what the adjuicator said. If the ombudsman wants to change the number of loans being refunded it will take longer to write a new provisional decision and to send it to you and QQ.)
Millie says
My complaint was filed with a husband out of work and a house to pay for.
I was advised 3-6 months for ombudsman but it was obviously quicker. My loans were VERY clear to see that they should never have been given with the resulting 75% of my salary going on repayments.
I emailed my complaint to FOS and had email back from one man who I emailed only once when it wasn’t to respond to him.
I did not chase, ring etc and just waited.
James R says
DavyD agreed my compliant has been say with fos same length of time as your. Adjudicators decision 4 mth ago QQ disagreed but no progress since. All my loans over 6 years old I cannot fathem how people in the same position are getting payed out and there case reviewed so much quicker. Pleased for them but annoyed at the same time.
Liam says
Great news keep us informed
I took 20 loans over 20 rolling consistent months.
All over 6 years.
Sent to umbudsman in June after receiving a poor offer from QQ. The last thing I heard was last week saying “the ombudsman has requested all info from QQ and for me to send any info I have”
I sent all details for 20 loans and proof that after these loans I had to enter a dmp (which is obviously all cleared by now)
Which it would be nice to have good news just like yourself.
Andy says
Good news
After nearly 28 months, received a letter yesterday from the ombudsman upholding my complaint.
I have accepted and they have sent the information through to quickquid, in relation to this should I chase up quickquid via phone in order to speed up the process? Or should I just await emails from them?
Andy
T says
Having waited in the queue for an Ombudsman, I had an email out of the blue to say that Quick Quid had changed their position on my case and agreed to pay loans 6-11. The adjudicator thought they should refund 5-11, I accepted Quick Quid offer as it was only a couple of hundred difference to my calculations.
I replied to the adjudicator accepting the offer and forwarded this email to Quick Quid complaints email – I included my bank details. I had an email about 6 hours later saying they had released the funds. Checked my bank and sure enough money all there.
It’s been a long arduous slog, but that’s it for me now.
It does look like QQ are re-reviewing cases in the Ombudsman queue. I hope everyone waiting gets their resolution soon.
Millie says
That’s brilliant!
I’ve had a speedy response from FOS to say QQ now have one month to get in touch and that my case is now closed.
Trevor says
When was your case referred to the ombudsman mine has been there since Nov 18. Would be good to see if QuickQuid are eating there way through a pile which would also be good just so it gives me some time difference as mines still with ombudsman. Would be good to see how longer wait I am looking at.
But good news well done
Chris says
Might I ask if your case related to loans over 6 years?
Thanks (and we’ll done!)
T says
Hi Trevor
I started my complaint in December 2017. I did send an email to FCA and Enova CEO as recommended by Sara.
In my case this seemed to speed up the process. In all fairness to QQ they acted very reasonably when I told them that my circumstances had changed and removed their objection to the case being passed to an ombudsman.
It sounds like they have accepted the FOS recommendations and are reviewing previous rejections.
James R says
Hi T can you advise which email address u contact QQ on. After 20 months and re reviewing my case they know agree with my adjudicators findings.
Had email last wed saying total redress amount had been sent for processing but no money as yet.
Millie says
T
What email address did you use to contact QQ please?
Mike says
Contacted FOS a week ago, who told me Quick Quid had reviewed my case before going to Ombudsman upholding my loans 4 and 5 which is what the adjudicator had concluded.Received my email from FOS stating QuickQuid needed to contact me within 4 to 5 weeks.I immediately contacted Quickquid Resolutions team giving my bank details accepting their offer and hoped funds would be in my account within 48 hours.Nothing forthcoming,contacted Resolutions team again who stated this not their remit with a degree of assertiveness prized an e-mail who could progress my claim.This was foscomplaints@enova.com. Compiled an email stating this issue needed resolving and funds to be in my account within 48 hours or I would go back to the Ombudsman to review all my loans.Five minutes ago exactly 48 hours after sending the email QuickQuid sent email confirming funds sent,checked bank account £3960 deposited.BINGO.Hope this helps some people.
Steve says
Called the FOS today to see if my complaint has been put in the Ombudsman queue, QQ rejected adjudicators decision on my over 6 year loans more than 3 months ago but nothing has happened since. Lady I spoke to gave me the same spiel about all complaints with loans over 6 years are currently on hold whilst they try and get QQ to change their stance. They had a team meeting on Monday and apparently the FCA have now stepped in and given QQ 4 weeks to respond to their questions regarding their conduct and handling of these claims. Not sure if this will help matters!
Kara says
This is interesting. QQ rejected the adjudicator’s findings on my > 6yr loans in April and my case was eventually put in ombudsman queue until recently when QQ have come back to the FOS with an offer, but although this was 2 weeks ago the FOS can’t tell me what the offer is as I’m in the queue for the particular adjudicators dealing with these cases. I was told the other day that individual cases were going through to the ombudsmen but that there’s a big delay. Every time I call I get a different story that contradicts the last call. Don’t want to complain but would like clarity.
Millir says
Only 1 of my loans was over 6 years old. I expect that those with all loans over 6 years like yoursrlf are much harder to sort
Hang in there though x
Sally says
I have yesterday received the standard response from QQ saying my complaint on all loans is not upheld so I have forwarded the email to FOS and told QQ I have done this. How long do FOS come back to you and what information will they require?
M M says
Got an email yesterday from adjudicator saying they had taken note of my rejection of QQ’s offer following decision at adjudicator level and that my claim would now remain in the queue to be looked at by ombundsman and should be allocated shortly. Is it worth contacting QQ directly to see if they will reconsider and make me full offer based on adjudicator findings or just wait it out?
Sara (Debt Camel) says
No point in contacting QQ. They don’t negotiate.
MATT says
Hi All
I am wondering how many people are waiting for Ombudsman decisions after Adjudicator decisions were rejected by QQ and when. I am still waiting. Thought it would be interesting to compare time lines?
28/2/18 SENT TO QQ
25/4/18 QQ uphold and offer a derisory £64
25/4/18, SEND TO FOS
27/7/18 agree to drop loans over 6 years (£3000ish)
14/11/18 ADJUDICATOR UPHOLDS all loans newer than 6 years (£9000ish)
7/12/18 QQ reject but offer £2200 on some loans, which I reject
12/12/18 REFERRED to Ombudsman (still waiting to be allocated)
Graham says
Wow I think the chap at the FOS was telling me porkies when he said it would take around 3 to 4 months until a ombudsman can review it. My time line below.
April/2018 – Sent to QQ
June/2018 – QQ reject as half the loans were over 6 years.
26th June 2019 – Finally get a decision from adjudicator Upholding loans 5 to 11 and 2 flex credit accounts and also the 1 pounds to pocket loan I had.
10th July 2019 – I receive offer from QQ
11th July 2019 – sent to ombudsman ( however I think the adjudicator is going to speak to QQ first to find out why)
James R says
Complaint to QQ Dec 2017 fos Jan 2018 adjudicator upheld my claim in April 2019 heard nothing since!!!
Great service!!
Graham says
Hi Guys
So I finally got a reply back from quickquid following an adjudicators decision. They only agreed to refund interest and charges on 3 loans amounting to around £2100. They didnt even include the 8%. I realised that for loan number 3 I had no record of this. After speaking to the FOS it came to light that there wer 2 flex credit accounts that I had with Quickquid. (They didnt bother sending me these when I asked over a year ago!). It took me a while but eventually worked out that the amount they owed me was just under £4000! Minus 20% tax = around £3200.
Just over £1000 difference from what they offered. I’m now in for the long wait. I was told it will take around 3 to 4 months before and ombudsman gets hold of it.
Tony says
How do I determine if I have been sent my flex credit loans?
I know I had these, but on the soa I was sent it only references loan numbers.
Thanks
Millie says
I was told 3-4 months. It was a month x
Chris says
Hi
An update on QQ and my claim – just to keep people going! The adjudicator has found in my favour for loans 7-31. Encouraging news. QQ have until 25th July to respond. All loans were over 6 years. I strongly expect them to reject and for this to go to the Ombudsman. But after a 14 month wait, things are starting to move. Chris
Annie says
Phoned the FOS for an update and 1 year on I’m still waiting in the queue for an ombudsman to look at my case after casheuronet rejected the adjudicators recommendations, my loans are from dec 2012 – jan 2018 so quite a few post 2015.
Feels like this will never end!
Matt says
Hi Annie
Sorry to hear this. When did QQ reject adjudicators verdict?
Annie says
Hi Matt,
Complained to QQ jan 2018 and they offered to refund £16.
Sent to FOS March 2018
Adjudicator found 12 out if 19 loans irresponsibly lent July 2018.
QQ disputed and offered to pay out on only 3 loans.
I rejected and asked for it to be referred to ombudsman, where it has being waiting since, a full year on and moving nowhere. So now a total of 19 months and no end in sight,
Matt says
Very frustrating, especially as it seems others are being dealt with in a more timely manner by the Ombudsman. Doesn’t seem to be any real order.
I’ve called several times now and had a letter back in April apologising for the delay and it will be a few months longer. A few months passed and still nothing.
The money owed for me is life changing so it’s hard to be patient but I guess we have no choice. I hope yours gets resolved ASAP.
Ross says
Hello! I’ve had a complaint in against pounds to pocket (now On Stride Financial) for almost a year now. P2P turned down the offer from the adjudicator on the 24th August and it was escalated to the Ombudsman on the 3rd September. Since then I’ve heard very little from the FO about how my case is progressing, is this normal? I have been sending them any emails I receive to add to their file but I feel my case hasn’t advanced any and it’s nearing the year mark. Is this a normal thing when loans are escalated to the FO? Am I just being impatient on hearing a final result? Thanks in advance for any answers and feedback. Ross
Sara (Debt Camel) says
There isn’t really any norm when it comes to QQ timescales. Things do seem to be moving faster in the last few months.
Sandra says
Quick Quid referred to Ombudsman 20/6/19 after Quick Quid refused Adjudicators decision in April 2019. Letter received today Ombudsman agreed with Adjudicator largest loans full refund of interest plus 8%. Lasr loan taken out 2011.
Millie says
Does anyone have an email address suitable to contact QQ now that the ombudsman has found in my favour.
Wanting to get my refund sorted
Stephanie says
I accepted the ombudsman’s decision on 2nd July it was sent to Quickquid the same day and I have emailed
Foscomplaints@enova.com
Complaint@quickquid.co.uk
Support@quickquid.co.uk
Resolution@quickquid.co.uk
had no reply so far. Good luck