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
Madeline Clelland-harris says
I have had a decision on all my QQ loans, including old ones…in my favour. QQ refused on the old ones but will pay on the others. Ombuds are now asking me to either accept or push to Ombuds for final decision. I’m not sure which way to go?
Alessandro says
Mine has been with the ombudsman for final decision over a year
Sara (Debt Camel) says
How many loans are QQ refusing to refund on? Do you know how much interest you paid on these loans? And how much are QQ offering on the other loans?
Madeline Clelland-harris says
4 x loans in 2010-2011; ombuds considered two of those. 5 x loans in 2013-2014; ombuds considered all. QQ are only refunding on 5 in 13/14. They sold the outstanding balance on the last loan in 2011 to a 3rd party, balance is £999, but loan amount was £650. Total refund is just over £1000. There isn’t any mention in the amount of the £1000 that any of that is to go towards the outstanding £999, of which £349 is interest
Sara (Debt Camel) says
oh this is a complication I haven’t seen before.
Have you ever been contacted by the debt collector about that 2011 loan? You are sure you haven’t paid them anything?
Sara (Debt Camel) says
that sounds like the loan hasn’t been sold to a debt collector, QQ just sent it to a debt collector to try to collect.
In this case, the loan should be statute barred, so Q could never take you to court. But if you did try to get a refund for the earlier loans, QQ would then want to use that refund to repay the loan 4 2011 debt… which means it’s pretty pointless arguing about getting a refund on the 2 earlier loans FOS said you should get a refund on unless you paid a huge amount of interest on them as the refund would be wiped out by having to repay the balance on loan 4.
Have you checked how much interest you have paid on loans 5-9? if you paid a lot more than you have been offered, perhaps they are trying to repaying this loan 4 debt. In which case they don’t have an excuse for not refunding loans 3 & 4…
Madeline Clelland-harris says
Not been contacted for at least 6yrs if not longer, QQ did email me a statement at the beginning of 2017 but nothing since
The interest on loans 5-9 is as per their offer plus the 8% etc. I have reverted back to FCO and they themselves accept that the offer isn’t clear. My point to them is that if they are using the amount to pay loans in the first string then they need to consider the two loans in that string that FCO say are unacceptable
Sara (Debt Camel) says
OK, I agree this needs to be clarified.
My suggestion is that if QQ are prepared to accept that loan 4 is unenforceable as it is now statute barred, then they should agree to write that off. If they do that, then you would be prepared to accept a refund of the interest on loans 5-9.
What I am not clear about is exactly what the interest on 5-9 adds up to. If you know th answer to that, it may be possible to guess if if they are planning to use theis refund to repay loan 4.
Sandra says
What’s everyone’s experience of Quickquid timescales for paying out after an Ombudsmans decision please ?
Sara (Debt Camel) says
If it’s a simple refund, pretty fast. If you had a debt sold to a debt collector it can take longer to work out.
sandra says
Thanks Sarah, there’s nothing outstanding so hopefully it will be quick.
Michael says
Should you contact them or will they just email when all is ready, I submitted my acceptance on the 1st and have not heard anything at all
sandra says
I have emailled them because my last loan was 2011 so I need them to update my bank details before the payment is issued.
Kara says
I called the FOS today, as QQ made an offer last month (in response to adjudicator finding that they should refund loans 4-13, mostly over 6 years old) which still hasn’t been sent to me. The guy on the phone was surprised that no one outlined the offer to me during the 2 times that I have called since it came in. He was able to tell me that they have offered loans 8,9,11 &12 which includes loans older than 6 years old. I declined the offer and he said he’ll mark the file for review, after which it should hopefully go back in the ombudsman’s queue. I hate having to call for updates but the guy on the phone today suggested I do so (the last really helpful person i spoke to also suggested this), and I really think that it helps move things along with some cases. Goodness knows how long my case would have been sat there if I hadn’t called today. I’m not intending to complain as I know they’re really up against it, but it’s incredibly frustrating.
Karen says
Hi there, I requested a refund last Oct which QQ refused, I then sent it to the Fos were an adjudicator agreed that I should be refunded 3 of my loans. He gave QQ until 16/5/19 to respond to his findings which they refused. Basically it’s just like you are left in limbo. I’ve emailed the adjudicator a few times, advised that they are in talks with QQ and couldn’t give me a time limit on when this would be resolved. I rang the Fos office last week and spoke to someone else who agreed it sounded like my case should go for final checks? I was pleased with this progress until my adjudicator contacted me a few hours later saying this info wasn’t correct and my file was sitting in a queue basically. I’m so confused as I’ve asked him outright can I get this looked at by the ombudsman but he said just be patient. Is this most people’s experiences? My loans are only 2-3 years old. Any advice would be welcomed.
Jo says
Mines exactly the same all under 6 years old adjudicator agreed they should refund they disagree and just say its in a que I asked for it to be passed to the ombudsman but told to wait so they can try and sort it before that stage
DavyD says
Update to my previous comment above 10th July
Called again yesterday..QQ had made another offer 3 weeks ago, but this hadn’t been passed on to me has it hadn’t been ‘opened at the FOS! (it was only ‘opened’ because I had called!)
It does seem (as many have mentioned before) that there is no stock answer the FOS can give us. We are all getting different reason/stories/excuses and now not even getting updates. This wasn’t the case when I dealt with the FOS regarding other lenders…
So frustrated
Oh I rejected the offer
James says
I got an email on the 15th july after 22 mth quick quid have decided to uphold my adjudicators findings (which they initially rejected in April 2019)
So I rang the Fos today saying could my acceptance be sent back to quick quid so I can get my redress payment.
There reply we have back log of emails to go through which could take a few weeks. I said look for one with my reference attached and you can get rid of an active case today by returning my acceptance email to quixk quid.
Their reply I am afraid we have to open emails in date order!! To which I pointed out they had not been dealing with cases In date order. I was told to ring back if I had heard nothing by next Friday!!! I was hoping to have been paid out by next Friday.
QQ have confirmed the redress will be paid within 7 days of the adjudicators response.
QQ have been a nightmare but I think the Fos have been even worse.
My officially complaint I made about the FOS 6 weeks ago has not even been acknowledged. 😂
Sara (Debt Camel) says
Good that QQ have reconsidered their rejection. This is exactly what the FCA and FOS have been telling QQ to do.
Jimmy says
Initial complaint sent in January 2017 for loans over 6 years old which was rejected by QQ and passed to FOS. Letter received March 2018 from FOS saying complaint was on hold. Email from FOS January 2019 adjudicators decision to uphold loans 5-9 – QQ disagreed and given additional 8 weeks to dispute. Passed for ombudsman decision 1st July 2019. Email received 17th July 2019 advising ombudsman in process of issuing final decision and should be received shortly. Long process but hopefully worth the outcome. Will update once ombudsman decision received.
Madeline Clelland-harris says
Ok so I spoke to FCO and they said my case is unprecedented! They have asked QQ if the refund amount includes off setting the 2011 outstanding balance…no response yet. His view was that because it hasn’t been mentioned and because the actual balance owed isnt as much as I thought that QQ are ignoring it because if they have to consider the other loans they will owe me a lot more
Sara (Debt Camel) says
well I told you I hadn’t heard of one like it! I wasn’t joking, this is very unusual.
Madeline Clelland-harris says
If I pursue the older loans that FCO uphold that are outside of the time limit but QQ are discounting, even removing the outstanding balance it would be an additional £872
E says
I have just been assigned an adjudicator for my QuickQuid complaint, they’re waiting for the files from QuickQuid and have given them 2 weeks, do they normally reply within those 2 weeks?
Cheers.
Iain123 says
Yes, but they usually disregard Adjudicators findings and appeal to an Ombudsman
E says
Iain123,
Thanks for the reply, better prepare myself for the long wait then!
Sara says
Sorry to disappoint but QQ had until the 15th May to respond to my complaint after the adjudicator agreed in my favour. Over 2 months later and the adjudicator keeps emailing me saying she is she waiting for them to respond.
Scott says
Hi Sara,
I hope that your Adjudicator has put your complaint in the queue for an Ombudsman review.
If they haven’t, insist that they do.
Scott
Darren says
Hi all,
Sorry if this has been asked before….. So after over a year I finally have my outcome from the adjudicator about my loans with quickquid and poundstopocket.
The 8% interest how is that calculated? is it 8% every year from the date I finished paying to the date they settle my complaint?
Darren says
its worded…. pay interest of 8% simple a year on all refunds from the date of payment to the date of settlement?
Cat says
Little update – complaint logged beginning of 2016. Finally am in a queue for a final ombudsman decision:-) qq agreed with adjudicator that could look at older loans but disagreed they should refund!? Another spanner in the works – FOS mentioned that QQ have shown my file which shows i owe them 1000. Spoke to QQ who confimed their files show i never repaid. I have found confirmation that i fully repaid via Mackenzie Hall debt collection. Have sent QQ credit report and confirmation from Mackenzie. Hoping they update file soon so that any redress is paid directly to me and not swolled up with amount they think i owe. Any one else been in this position?
Mel says
Hi Cat,
I have the same issue. Quick Quid simply ignored the payment confirmation from Mackenzie Hall and refused point blank to update my records back in 2010.
I was therefore not surprised when Quick Quid informed the FOS that I still have an outstanding balance with them.
Quick Quid is still disputing my repayment to this day. (And other customers repayments too by the sound of it). Some months ago I forwarded the original email correspondence with Mackenzie Hall with confirmation of my repayment to the FOS. Despite this Quick Quid is still disputing my repayment… I have therefore now also sent my bank statement, which shows the payment to Mackenzie Hall to the FOS.
I have also reported Quick Quid to the FCA regarding this ordeal and also their stance on loans older than six years.
I did have some other payday loans back in 2010, however Quick Quid is the only payday lender I have reported to the FCA. Quick Quid’s lack of business conduct in 2010 and still today is just astonishing.
Mel
James R says
Cat
Was in same boat claim I had over & 1000 outstanding on loan from 2011. Due to time scale is no longer on my credit file.
I have accepted an offer from QQ see my comments below, but they deducted the & 1000 from redress about.
I am not going to contest this yet I will wait till they have paid the 8k into my avccount then go vack to them. If I don’t get refunded the £1000 I will just accept that fact and put this whole debacle behind me. Good luck with yours.
Cat says
Oh no! What a mess! Coincidentally, i queried with Mackenzie Hall a years ago why it was showing as a partial settlement on my credit file when i had paid in full. I have emails from them confirming i have repaid in full and apologising and saying they will update my credit file as i owe nothing to QQ. I have all of those emails and screenshots. So hoping they do adjust my account balance before any redress is paid. Glad i have those as its too long ago to be on my credit file now. Fingers crossed you get everything you owe. And good shout about the FCA. I wonder how many other people are showing as debt owed incorrectly!
James r says
After 22 months hopefully resolved. QQ finally agreed with the Fos adjudicators findings 4 months after officially disagreeing with them.
Fos said it may take a few weeks to get email QQ sent due to ongoing pressures. I emailed QQ direct saying that I accepted the offer and they have agreed to process my claim today. They are contacting the Fos to say we have mutually agreed to settle without an osbudaman ruling which will save me several month.
Total redress £8275.98. Said coukd take 7 – 21 days to refund what time scales have people on here been waiting for?? Thanks
I would push people to try and settle without an osbudaman ruling if the amount is right as the Fos are usless.
Sara (Debt Camel) says
Excellent, another case where QQ is reviewing adjudicator rulings and accepting them. The pressure fro FOS and the FCA is at last having some effect.
Cat says
Thats great. And what a huge amount of money! Out of interest, how many loans is this total for? And over what period? Ive just accepted final response and need to work out how much it should be… (know will all be different) just shows how extortionate these loans are!
James R says
6 loans over 4 years 2008-2012. We’re on loans of £1000 rolled over multiple times I was paying £175 per month for many months on each loan!!
Redress on loans was just under 6k Interest at 8% nearly 5 k lost &£800 to interest and & £1100 to an old loan which I will be contesting once I get this Initial payout. But 8.2k is massive for me.
Lauren says
Hello
I have just had a response back from quickquid they asking to see bank statements at the time of the loans and old pay slips which I don’t have. Can I send them bank statements?
Sara (Debt Camel) says
Yes, there is no need for payslips if you send bank statements.
Craig says
Just over a year now since I first complained to Quick Quid. They dismissed my complaint, so I passed it to the ombudsman in August last year. I got a letter a month or so ago saying they are still to look into my case and it will be a few more months until I hear from them again. Really hope this wait will be worth it in the end! I had a number of loans dating back to 2012 and just on the edge of the six year cut off that QQ are disputing at the time I first complained. There were quite a few more in 2013 and 2014, totalling multiple thousands. Not a great time for me back then, but hoping I can at least see some of that cash again.
Jimmy says
I have received the decision from the ombudsman finding in my favour and that QQ need to refund all interest and charges on loans 5-8 however it says QQ need to deduct all interest and charges from the outstanding balance on loan 9. Since my initial complaint to the ombudsman I have settled my balance with QQ through a debt collection agency. Does this mean they will need to refund interest and charges paid on loan 9 as well?
Jimmy says
I have spoken with the ombudsman who advised to contact QQ and confirm I have repaid the debt with the DCA so they can calculate the interest and charges they owe me for loan 9.
Sara (Debt Camel) says
Yes. Inform QQ of what you have paid the debt collector, enclose proof if you have that, but QQ will have to make their own checks. These cases can be slow to resolve – but it will get done in the end.
Matt says
Hi Jimmy
Nice one
Was this adjudicator stage or Ombudsman? When did you refer to Ombudsman?
Be interesting to know if the Ombudsman are working these in any order.
Cheers
Jimmy says
Hi Matt
This went up to ombudsman stage as QQ disagreed with the adjudicator. I was informed it had been referred to the ombudsman on the 1st of July 2019 and received the decision on the 17th.
Hope this helps.
James r says
What are people finding is the average time on QQ paying redress?? I accepted there offer 4 days ago and they confirmed it was submitted for processing the same day. I accept they said it can take upto 21 days (hoping it is not that long!)
Sandra says
I accepted their offer through FOS on 13/7/19 had an email this morning confirming amount and stated it should be processed by the end of next week.
Kerry says
I accepted my offer on Tuesday, and it was cleared in my bank Thursday afternoon. I phoned casheuronet though to let then know that I had responded to the FOS email, accepting the offer. While process has taken me almost 2 years though.
James R says
Wow that’s quick will give them till mid week then chase that will be 10 days.
Marie says
Hi Sara
I just wanted to ask for some advice on some loans I took out a few years to with quick quid and pounds to pocket.
Two years I ago I made a claim against them, due to them being an irresponsible lender who lent to me every month for years. However, their correspondence was quite abrupt and their final decision was that I was not owed any money from them.
I know I should have taken it further and gone to the ombudsman, but their responses made me feel like I wouldn’t get anywhere with the ombudsman and I felt quite embarrassed that I’d got into such a bad financial state.
I’m just wondering if it is too late to go to the ombudsman with my complaint? Do you think there’s any chance they would entertain it after all this time?
Kind Regards
Sara (Debt Camel) says
I am sorry but it is too late. Unless you feel that the reply you got was either inaccurate (it didn’t mention some of your loans?) or it didn’t mention that you had the right to send the complaint to the Financial Ombudsman.
Marie says
Thanks Sara, I’ve had another look through my correspondence with them and they didn’t provide a full picture, loans were missing and they ignored the part of my complaint where I said I also had loans out with their sister company Poinds to pocket at the same time.
When I responded to them asking for a full list of loans with both companies, they just said for me to go to the financial ombudsman. I really should have done it then!
Do you think I have more of a case potentially?
Sara (Debt Camel) says
I think you can talk to the Ombudsman – say that as they refused to send you a list of your loans you didn’t realise how strong your case was – worth a try.
Iain123 says
Letter from Ombudsmen today finding in my favour against QuickQuid.
Here’s the breakdown..
September 2018. Used the template here and sent it to QuickQuid. QQ acknowledged my complaint and sent my account history.
06/12/18 Final Response from QQ rejecting my complaint.
07/12/18 Complained to the FOS.
24/12/18 Letter from FOS acknowledging my complaint, assigning reference number, requesting more information. Emailed Final Response, Bank Statements and my story of financial chaos.
18/01/19 Letter from FOS requesting more information like Final Response and bank statements. This was confusing, I’d already sent it, so I resent it and put it down to Christmas confusion.
23/03/19 Email from Adjudicator finding in my favour against QQ.
29/03/19 Email from Adjudicator saying QQ disagree with his findings and are appealing to an Ombudsman.
Today. Success!! I’ll update when money hits my account.
GM says
Good result! Any loans over 6 years old?
My QQ case has been at the FOS since the 5th of November 2018 and still hasn’t been allocated to an adjudicator.
Iain123 says
My QQ borrowing started 2013.
Might be a good time to chase up now the Adjudicators have had the ICL/Money Shop work taken away from them.
GM says
I see. All my loans were over 6 years old. Yes, probably the only good thing about this ICL mess is that it’ll free up the FOS a bit…
Jo says
Hi
All of my loans are over 6 years old -2011/2012 I think, I forwarded my co
Plaint to the FOS in November 2018, I don’t know when it got picked up by an adjudicator (with all of my cases I have
Not been told I just get an email to tell me through findings) but they found in my favour, QQ had until Monday to
Respond but I got an email today saying that QQ disagree (which I expected) and it will
Now go to the ombudsman, so although a few more months I’m praying I get a good outcome!!as I’ve just lost out on PDUK and payday express :(.good luck!&well done to you iain!!
Nelson says
I had my complaint upheld this week by the Ombudsman.
My case was loans over 6 years old and due redress on 8 of 11 loans.
It’s been an arduous process, as people who visit this forum can understand.
The acceptance was sent to QQ on Tuesday and I got a response last night stating they will take another 7 days to let me know the ‘agreed amount’ and then send a separate correspondence about when it will be paid.
I’ve no idea why it takes them this long but QQ are clearly using all of their allotted time to drag the process out even further…..quel surprise!
Big thank you to Sara and everyone on the site who has helped. I think without this many people would never have the information, belief and confidence to complain.
Ciaran says
Great news Nelson.
Could I ask, how long did it take from being placed in the ombudsman’s queue until it was upheld?
Nelson says
Hi Ciaran
It was with the Ombudsman for a week and they then made a provisional decision due to them believing I was owed more than QQ stared. This had to then go back to both me and QQ to either agree with that decision or disagree with further rationale.
I agreed. QQ then took about a week to respond and agreed. It then took about 2 days to get the final decision in writing from the Ombudsman.
Lisa says
QQ has until 19th July to respond to adjudicator. I phoned FOS this morn to chase and QQ had given an offer on loans over 6 years which I was happy with. Original complaint sent in sept 2018.
Chris says
Hi Lisa
That great news – glad to see these things are getting settled.
I complained in about October last year. An adjudicator upheld all but two of my loans by letter in April, but when I spoke to them this morning, they have said that QQ 1) refused to accept that FOS could look at loans over 6 years and 2) said that there was a balance at the end of my dealings with them.
FOS said that issue 1) is still not resolved and needs to await the outcome of some work they are doing before it can be referred to ombudsman!? I had previously told them that the £462 balance owing at the end was paid to a third party promptly when it went to the collector.
Did your case take a similar route?
I asked the FOS how long this might all take and when I should chase up, and they suggested no point in even chasing for two months!?
Congrats again and thanks for any advice you may have for me
Best wishes
Chris
Lisa says
Hi Chris- slightly different route. QQ replied within the two week time frame and gave offer on one loan in 2010. The adjudicator had suggested others but looking at the evidence, deferrals were jumbled up and to cut long story short the offer on one loan is about right.
So QQ are looking at loans over 6 years but seem to be picking and choosing on which cases??
Sorry if that isn’t much help
Cat says
Logged complaint beggining of 2016. Adjudicator said refund all 7 loans. Finally got a final decision today ruling to refund 5 out of 7 loans. Hopefully QQ will pay out promptly. QQ said i had a balance owing of 1000. Shared with FOS proof that i paid off all money. Final decision has specifically said to include money paid to debt collecter in calculation. Hoping im on the last hurdle now :-)
James R says
Result you should be told quickly the redress amount but it will day 7-21 days for payment, which is ironic when they can transfer a high interest loan in 15 mins!!!!
Craig Wallace says
Having had Casheuronet reject adjudicators decision back in May and not having heard anything I phoned FOS to enquire if my complaint had been picked up by ombudsmen to be told that Casheuronet had made an offer of amicable settlement. The point here is I wouldn’t know at this time that this offer existed if I hadn’t phoned. When were FOS service going to inform me to enable me to consider. Worse case scenario is if Casheuronet go down the pan and these offers have been sitting in someone’s inbox for weeks or months. Now I know the FOS is under pressure and Casheuronet are a long way off from collapsing but this is important to those with outstanding claims. The FOS are a government body who must stand up to scrutiny, transparency and accountability
Stu154 says
Hi all, FOS has ruled in my favour for loans 5 – 21, QQ have until 30th July to reply with their offer. I am not holding my breath with this one and am expecting this to be another 3 month wait as I’m predicting this will go to ombudsman. Has anybody had any joy with QQ and their adjudicator offer??
Sara (Debt Camel) says
they have accepted some. But rejected a lot. And sometimes they make a counter offer. You may be happy with 6-21 say, but presumably would not be happy with 13-21.
Mat says
Hi all
I got an adjudication decision in April that loans 3 to 31 were irresponsible lending and should be paid back in full. Approximately 17 loans are over 6 years when I initially complained. QQ rejected of course and since waiting for an Ombudsman to make the final decision.
I’ve been calling once a fortnight to chase to be told I’m in a queue.
I spoke to FOS again other day and they now have an offer from QQ for £4k which is half the amount they owe. I’ve refused but at least things are moving now. Hopefully they will give a better offer so we can close this
Yvonne says
Hi Sara can you give a view on this I received today please,
CashEuronet (Quick Quid) disagreed entirely with my adjudication view. However, the further discussions relate to technical issues about its entitlement to reject the adjudication view.
Until this issue is resolved, your case and many similar others will remain ‘on hold’.
I will update you as soon as there are any developments.
Zoe says
Hi Yvonne,
I am in the same situation QQ responding with these technical issues back in May and I’m still waiting. Apparently they won’t be sent to the ombudsman until these discussions have been resolved.
Unsure what to make if it really?
Yvonne says
Hi Zoe what I’m struggling to understand is what are the technical issues? and why QQ pay some and not others it’s frustrating it’s not being moved on for someone to make a decision one way or another.
Sara (Debt Camel) says
you could ask FOS what QQ’s technical objections are. Until you know, it’s hard to guess why your case is affected by them and others apparently are not.
Yvonne says
Hi Sara all I’ve been told by the adjudicator is his decision hasn’t changed and the decision is taken at a higher stage but not yet the Obudsman stage. Why would it not go on to that stage anyway if QQ dint agree with the Adjudicator anyway.
Sara (Debt Camel) says
because FOS has getting on for 10,000 QQ complaints. It would take years to get them all through at the ombudsman level – FOS has only 1 ombudsman for every 10 adjudicators. So FOS and the FCA re trying to get QQ to accept more adjudicator decisions.
Zoe says
Mine is exactly the same, adjudicator decision is the same but they are still in discussions around issues QQ have raised. This has been 2 months now since QQ rejected. I did wonder if the FOS were pushing back on some of QQ rejections rather than clogging up the ombudsman queue. Just a little frustrating as had it gone straight to ombudsman I would be close to getting it reviewed now. But I guess there isn’t much we can do but continue to wait.
Rebecca says
An adjudicator ruled in my favour against QQ in October 2018. I call every two weeks for an update – it is still waiting to be allocated to an Ombudsman……
Stuart says
I have today received a settlement from QQ in relation to 3 of my 14 loans this was through the FOS which means the QQ have rejected the other 11, 5 of which the FOS stated that they thought these were responsibly leant, do I accept this or should I continue to presue this. I havre already been waiting over 2 yrs to get to this point. My refund is over £4000 but should be about £10000 please advise
Sara (Debt Camel) says
So the FOS adjudicator decision would have been c. £10k?
Stuart says
No the FOS only indicated that QQ were irresponsible on loans 5 to 14 no figures were quoted but I was able to calculate roughly what it should be and based on what I have offered I was not to far out. Loans 5 to 12 are all older than 6 yrs.
Sara (Debt Camel) says
That’s OK, I just wanted to know the 10k didn’t refer to ALL your loans, but just to the ones the adjudicator had ordered to be refunded,
Well it looks like a poor offer, doesn’t it?
The Ombudsman seems to be upholding all the adjudicator decisions in these sorts of cases, sometimes the number of loans is changed so it could be 4-14 or 7-14 say. But importantly QQ have offered to refund some loans over 6 years so they have obviously dropped their objection to over 6 year loans being considered in your case.
What is unknown is the timescale. Ombudsman decisions are going through, there are just a lot of cases. Both FOS and the FCA are putting pressure on QQ to accept more adjudicator decisions and not force the them to an Ombudsman decision. Every case that is settled then speeds up the timescale for getting a decision on one that isn’t.
And of course there is the worry about QQ’s finances. We will know a bit more about them on Friday, after their US parent issues it’s second quarter results. Their first quarter results were fine, UK refunds did nit appear to be a major issue.
Sarah says
I recieved an offer from qq to pay interest on all but two loans, all over 6 years old. I have decided to accept the offer as I genuinely don’t know what loans I had so the amount offered is better than nothing, and I don’t really want the hassle of a waiting game and chasing. Also a little concerned if they go the same way as wonga I may get very little.
I accepted today so do you know when I can expect the money?
James R says
It seems to vary Sarah. Some people paid within a few days, I have been waiting a week since they processed my acceptance claim of their offer – as yet not a penny. Keep telling me it can take 21 working days!!
Sarah says
I don’t mind waiting so long as it’s coming! I had another email today with the final redress slightly adjusted to include a little more. Looks like 7 loans, 2 rejected, and I’m getting 2366. Like I say I think for me pushing for more is not worth it. But to all of you doing just that I take my hat off to you for standing firm and hope you all get your refunds.
Fingers crossed my money goes in soon
James R says
Sara can I seek some advise pls? I recently received and accepted an offer from QQ for redress on a number of historic loans 2008-2013.
This is the breakdown from QQ.
Refunded interest and charges £5,954.45
Interest at 8% simple £4,189.00
20% tax withholding on interest £837.80
Amount applied to your outstanding balance £1,061.25
Amount paid to your account £8,244.40
This is a life changing amount to me, however I have just found out that the outstanding balance on my final loan which they are deducting from the total redress was under the control of another dca (arvato dca) They have confirmed to me today they bought the debt off quick quid in 2012 and wrote the debt off in 2013 due to my financial position.
Therefore can QQ deducted this amount?? I am not going to raise this matter until the 8.2k arrives In my account as I don’t want to give QQ reason to delay this payout anymore.
Interested in your thoughts. Thanks
Sara (Debt Camel) says
Well done!
I think it’s likely that the ombudsman would say it is fair for them to deduct that.
hk says
hi sara, I complained to QQ regards affordabilty in May, final decision received from them 1 working day before 8 week deadline.
loan 1 350 from 30/11/10 to 27/01/11 interest + fees paid 232.19,
loan 2 950 17/2/11 to 17/6/11 i+f 1063.47
loan 3 1350 21/6/11 to 16/9/11 i+f 1128.44,
loan 4 1500 17/9/11 to 20/2/12 i+f 774.37
loan 5 1500 20/2/12 to 21/5/12 i+f 376.12,
loan 6 1500 21/5/12 to 25/9/12 i+f 818.62
loan 7 1500 25/9/12 to 18/6/13 i+f 1096.12,
loan 8 1500 24/6/13 to present i+f 2627.20
only upheld 5+7, offered total redress incl 8% of 2119.37. But despite paying 2627.20 on the last 1500 loan a further 2375.92 is wanted so after the 1000s & 1000s I’ve paid them the bottom line post final offer is that I still owe THEM 256.55.
I replied asking for reconsideration with the specific points that on 20/2/12 & 21/5/12 & 25/9/12 loans covering those dates were deemed both unaffordable and affordable meaning no loan should have been given.
I received an INSTANT reply from QQ stating that as said earlier this was a final offer and that I had recourse to contact FOS.
I have. A sickening process of realisation about the figures involved from the beginning. Kind regards, hk.
Sara (Debt Camel) says
I find it difficult to think of a reason why loan 8 has not been included in their offer :(
And FOS may also choose to start the refund from loan 3 or 4.
hk says
Hi Sara, am in the process of completing the FOS complaint form which has come through today. Am going to focus on the large loans and hope they agree with you in respect of refunding all interest and fess at least from loan 3. Was after some advice on whether it would be prudent to say that during no.8, the rolling loan, (going back as far as possible within statement history limit) loan & payday commitments to QQ, Capquest, Chequeless, Payday Express, Mackenzie Hall & Speedy Cash were %47 & %49 of salary ? Is it worth it or should I just highlight the amounts ?
Thanks Sara
hk says
Hi Sara, please don’t worry about those percentages, I imagine that unfortunately probably like many of the people you help via this page, a little more digging has forced me to be/accept a little more bad news. Middle of the night is not the best time to be re-visiting these figures as I felt sick at the time and I now feel sick and so very very angry at myself.
Oct ’13: 771.98 to QQ, 550.00 to Wageday Adv, 324.98 to Chequeless, 212.50 to Speedy Cash, 185.00 to Payday Exp, 50.00 to Mack Hall
TOTAL: £2,094.46 in OCTOBER ’13 to Payday Lenders
Nov ’13: 361.16 to QQ, 918.75 to WA, 201.34 to PX, 454.96 to CQL, 112.33 to SC, 50.00 to MH
TOTAL: £2,098.54 in NOVEMBER ’13 to Payday Lenders
Dec ’13: 510.98 to QQ, 937.50 to WA, 649.95 to CQL, 180.00 to PX, 66.30 to SC, 10.00 to MH
TOTAL: £2,354.73 in DECEMBER ’13 to Payday Lenders
Jan ’14: 503.64 to QQ, 937.50 to WA, 175.00 to PX, 844.94 to CQL, 237.26 to SC
TOTAL: £2,698.34 in JANUARY ’14 to Payday Lenders
£2,094.46 + £2,098.54 + £2,354.73 + £2,698.34 = £9,246.07
£9,246.07 in just 4 months….obviously I simply cannot sleep tonight thinking about this. Thank you for your website and your time. hk x
Liam says
how long after accepting do quick quid take to pay out?
Scott says
Hi Liam,
I think the easiest thing to go on is that they have 28 days to pay. Receiving it sooner is a bonus.
Mr A could say 6 days, Mrs B 17 days and Miss C 11 days.
I’ve found that there is no set timescale and the payment is processed when it’s processed.
You’ve won your complaint and will be getting money that you weren’t expecting within 28 days. Enjoy it.
Scott
Joseph says
Liam, here’s QQ direct FOS team number: tel: 02038592760. I remember calling them after day 3/4 asking what was going on and they processed it there and then, deffo worth a go. Good luck!
Liam says
thanks a lot for that buddy, I accepted via ombudsman on Friday but not heard a peep from qq yet so will give this a go
linda says
Could you let us know how you get on please I accepted through the FOS on 13/7/19.
Fiona says
Your complaint about Casheuronet UK LLC (Our ref: 19174489)
I apologise for the delay in responding to you.
You will find my amended view attached to this email to include your instalment loan with pounds to pocket. As you have been waiting a considerable amount of time I will keep this case in my name. Once the business respond if they continue to not agree then I will aim to get the case progressed as a priority. But we will discuss this with you once we have received the response from CashEuronet.
You will find that the letter is largely the same, I have just included the instalment loan. As I mentioned in the previous letter I am upholding all loans from loan three onwards. That hasn’t changed, apart from now including you instalment loan was well.
I thank you for your patience
Complaint sent to fos April 2017.
James R says
Has anyone monitoring this forum had to wait more than a week to receive payment from QQ, after you accept their offer and they confirm the acceptance has been processed?
They finally agreed with an adjudicators decsison after re reviewing my account but after 9 days no sign of any money!!!
(whole process has take 2 years)
Sandra says
Accepted offer with FOS for Quick Quid 13/7/19 paid into account 25/7/19 :)
Sarah says
I’ve just called and been told 14-21 days. Daren’t even begin to spend a little extra on my wages till it appears!!
James R says
Totally agree Sarah – wont believe I have won this battle until the money is in my account (:
Millie says
I accepted the FOS opinion on the 9th July. Rang QQ last week to ask about my refund and was told it would be in my account no later than today.
Early afternoon I received a whole stack of emails confirming my refunds being processed and all £10,500 in my bank by 2pm today.
Absolutely delighted.
Start says
Congratulations 🎊. Enjoy and well done for standing firm against them xxx
James Rounce says
Great news mollie. How many days in total was that from when quick quid confirmed you redress amount?
Millie says
The same day.
I accepted 9th the decision made by ombudsman
and confirmed bank details and yesterday received an email for each loan saying money should be in account in the hour.
After several emails I then received a final one which gave the calculations, and how they reached that figure.
I had no pre advice of the amount. So in all it was 15 days from ombudsman Hope that helps.
James R says
Was that one payment mollie or multiple to get to that total.
Millie says
Each loan paid out separately, lots of credits to my bank!
Nelson says
Hi All…
I am aware from reading this website that if you are successful in getting a refund from a complaint and you request a certificate from the creditor showing how much tax was taken off the statutory interest, you can then submit this to the HMRC to get some of that back.
Can anyone advise the correct procedure for this and how I can go about making a submission to the HMRC please?
many thanks
Chris says
Fill out form R40 – google it and it will take you to the right place.
TT says
Need help please
I was late passing my complaint to FOS (approximately 12 months) due to health issues and being a victim of a serious assault. The FOS do not know this reason and have refused my complaint. Do I have to explain everything to FOS as it’s very personal?
Sara (Debt Camel) says
If you want them to make an exception to their 6 month rule, you will need to be very honest and tell FOS what happened, with any medical evidence.
TT says
My stomach is turning and feel nausea but I have to do it.
Sara (Debt Camel) says
Tell them how difficult it is to talk about this, they will be very understanding and sympathetic, honest, but they can’t give you an exception to a rule without understanding why.
Richard says
My case has finally been allocated to an adjudicator for the QQ complaint after submitting this to FOS in August 18. From peoples experience how quickly do they to put together their opinion? All loans were over 6 years so being allocated to the adjudicator took longer for that reason.
I have previously had bad luck with The Money Shop recently due to their recent news so really hoping for something positive this time around. I think I have a decent case here as from 2010-2013 I had continuous loans and rollovers pretty much every month until it got out of hand and the loan went to debt collection many years back. Worked out to be around 3k interest paid excluding 8% interest.
Thanks in advance
James R says
Normally within a couple of weeks. QQ were rejecting most adjudicators decisions point blank, however this stance may have recently changed. I say this as an adjuducator found in my favour in May 2018 – QQ disagreed so mine was placed in que for an osmudsman.
3 weeks ago out the blue they said they had re reviewed my case and now agree with the adjudicators findings!!!
I accepted the offer and I am now awaiting a refund of 8.2k but that is no where to been seen at the mo, see my post below.
James R says
Hi has anyone recieved a refund from QQ via an EFT (electornic funds transfer?). I ask because I was told today this is how the money has been sent to my account. I was told the money sent on the 18th June and could take 21 working days to reach my account. On speaking to my bank they say the maximum time should be three days. 8 days later I still have nothing.
I note a lot of people are being paid their refund via multiple payments in one go via same day faster payments, slightly concerned mine hasnt been processed this way .
FOS have just said if its not in my bank in 6 weeks get back to them and they will chase!
Tamsyn says
Hi all,
I submitted my complaint to FOS Nov 2016
Went to Ajudicator upheld loans 3-26, 1-3 6 yr + April 2019
QQ rejected rejected +6 yr loans 1-3 May 2019
Went to Ombudsman late June 2019
Complaint upheld 18th July 2019
Case has been closed with FOS as of 22nd July 2019
Had an email from QQ today 26th July asking me to confirm bank details, no payment as of yet and no idea how much I’m going to be expecting!
Sara: I’ve been a quiet follower of your blog but just wanted to say thank you as if I didn’t come across your blog back in 2016 I would have never known. I got in a bad situation with PDLs when I was 19 and relied on them heavily for about 4 years, so bad my card was declined for a coffee on payday!! They were some of the hardest years but I got through it.
10 years later near enough to the day I’ve been able to seek advice through your site and claim interest back.
Thank you so much for what you do, you have no idea how much you have helped not only me but I’m sure thousands of others.
Sara (Debt Camel) says
Thanks for your comments – I hope the refund from QQ is a good one!
Chris says
Hi .
After 2 years plus of putting my complaint about quickquid and 15 rollover loans all over 6 years old I got an email informing me that the adjudicator had found in my favour and that quickquid had then rejected this and it would now be reviewed by an Ombudsman. This was at the beginning of April this year. Above sent several emails asking for an update to no avail but have no recieved this one. I was wondering if anyone else had been in a similar situation and if this would mean my case has now finally gone to the ombudsman seeing as how they have said to get any info to them before the 31st July.
Getting tired of it taking so long 😔
Thank you for your emails. I apologise for the delayed response.
As you’re aware, Quick Quid didn’t agree with our assessment. So having reviewed their response and our approach, the case will now need to be reviewed by an ombudsman.
If the ombudsman’s conclusions are different, they’ll explain why and let you reply before they give you their decision.
In the meantime, if you have any further points or information for the ombudsman to consider, please send these to us before 31 July 2019. Otherwise, we’ll be in touch once we have an update.
RY07 says
I had pretty much the same as you. I was getting frustrated at the lack of response after hearing it was being allocated to an Ombudsman too, you don’t really feel like you get much information when you call or email for an update but seems their hands are a bit tied and don’t want to give out false hope with timelines etc.
Anyway, out of the blue the other week I got a letter from the Ombudsman saying they had upheld the adjudicator’s findings and they had contacted Quickquid.
It’s difficult but just try to forget about it, they will get to yours and it will be sorted. Your timelines are not all that much different to mine so hopefully you’ll hear soon
Jacob says
Hi RY07,
When the case is passed on to an ombudsman to review you get the email with a bit saying something along the lines of ‘please send these to us before 31 July 2019. Otherwise, we’ll be in touch once we have an update.’ May I ask what date you had to provide any additional info and what date they made a decision? I have received this message providing me with a date of 26 July 2019 to provide the info by. Just interested to see how long after this the ombudxsman seem to be making decisions.
Cheers
Sara (Debt Camel) says
Not everyone seems to get these – sometimes the letter saying the ombudsman has upheld the adjudicator decision is the first you hear.
RY07 says
Morning,
Adjudicator sent across their decision to QQ on 25th March, QQ used their full month, then requested more time, then rejected. About 6/7 weeks that took. It all went quiet for me then, until an email on 26th June saying it would be passed to an ombudsman, I didn’t provide any further info.
19th July I received a letter from the ombudsman upholding the adjudicators decision and they contacted QQ
Jacob says
Morning,
RY07 – So from receiving the email that it was being passed to the queue for an omnbudsman to pick up you have only had to wait just over 3 weeks for a decision. That doesn’t sound too bad. Just hope mine is d/w as quickly. Congrats on your win!!
Sara – Ah right I thought it was a standard template email that everyone received once the FOS decided an ombudsman could look at the case. Thanks
Jo says
How long is it taking for people to get a decision from the ombudsman after they have rejected the adjudicators decision? The adjudicator advised 6 to 8 months from when I first submitted my complaint to the FOS it was sent to them in Nov 18 quick quick refused the adjudicators decision all loans under 6 years old so I have requested it be sent to the ombudsman and it was put in the que on Friday, I’m hoping I don’t have to wait another 6-8 months for a final decision
chloe says
i waited around 6 weeks and have had a provisional decision.
The provisional decision then gives both parties another 28 days.
Assuming QQ don’t have anything further to add the ombudsman will uphold the adductors decision.
I hoping for a final decision within the next week.
Fingers crossed!
Chloe says
I spoke to the FOS today. Apparently QQ responded with their response on 3rd July, as such the file is now back with the Ombudsman awaiting review. Not going to be as quick as I had hoped I guess.
Trevor says
my timeline as below
Feb 18 – Resolver.co.uk – complained to QuickQuid.
April 18 – QuickQuid made me an offer probably a quarter of what I’ve as owed and i rejected.
April 18 – Sent to the Fos
September 18 – adjudicator picked up
November 18 – adjudicator rules in my favour and QuickQuid reject the lot.
November 18 – send to the ombudsman que
August 19 – STILL WAITING!!!!!!!!!!!!!
Don’t hold your hopes up waste of time so many times I’ve debated just accepting QuickQuids offer. Once a year had passed i think I’ll just bit the bullet it’s an absolute disgrace how long this process takes. QuickQuid at the forefront of it all
Sara (Debt Camel) says
See RY07’s comment just above, I hope you will get the Ombudsman letter soon. If the ombudsman agrees with the adjudicator decision then it goes straight to a Final Decision and it’s quick, you don’t even find out it’s happening.
matt says
Hi Trevor
Your case/timeline almost the same as mine but I didn’t use resolver.
28/2/18 COMPLAINED
25 APRIL 18 QQ made derisory offer, rejected and sent same day to FOS
Jul 18 drop 6 year loans
6 Nov 18, Adjudicator rules in my favour,
12 Dec 18 QQ reject but make offer around 20 per cent of what Adjudicator indicated. Rejected and referred for Ombudsman to look at.
Still waiting
Annie says
I’m in the same boat
Jan 2018 – complained to QQ/P2P
March 2018 – offerered £16 refund – sent to FOS
July 2018 – adjudicator recommended refund of 12/19 loans – QQ countered with offer to refund 2k on only 3 loans
July 2018 – referred to ombudsman
Still waiting to be allocated and told this every time I phone for an update. Long wait but at least another 18 months if interest to be added if it ever get looked at.
Rob says
Hello guys,
Just after your opinions please.
Loans with QQ started in Feb 2009 until March 2012 and then again from Sept 2017 until March 2018
My QQ complaint started in April 2018 and was rejected by QQ in June 2018.
Passed to ombudsmen, picked up by adjudicator in June 2019 and she ruled in my favour from loans 2-11 and gave QQ until 16 July to respond. I hadn’t heard anything from the FOS about what QQ has responded with so i rang and the guy said they have responded but rejected part of the complaint. He wouldnt tell me specifically over the phone and said i would be contacted by the adjudicator and i havent been. Is it normal for them not to be able to tell me over the phone what QQ have said? Should i ask for it to be just put into the ombudsment queue if its been rejected?
Cheers for your help
Rob
Kara says
Rob, my situation is very similar to yours. QQ rejected adjudicator’s findings in April and has since made an offer but the first 2 times I called to check progress the FOS people said they couldn’t tell me what QQ had said. Third time I called the person on the phone explained QQ’s offer and wasn’t sure why others hadn’t done so in previous calls. I rejected the offer whilst on the phone, and I think my case is awaiting review by an adjudicator which will hopefully result in it being put in the queue for an ombudsman. Some FOS seem able or willing to do a lot more than others on the phone. I just call it every week or 2, as sometimes these phone calls result in things moving forward.
Chris says
An update on QQ claim. Adjudicator upheld loans 7-31 and gave QQ 14 days to respond. Predictably, they rejected the decision. Adjudicator is now looking to negotiate with them – a new one on me – so a couple more weeks to go to see how that works. Otherwise, into the queue for the Ombdusman.
Sarah B says
If it makes anyone feel better, I’ve been checking the Ombudsman website for decisions for months and at the moment they seem to be storming through cases. There’s over 50 cases been upheld already for June and that’s only up until the 13th uploaded to the website. This is a lot more than what they were doing at the beginning of the year. It seems that they are really trying to get through these as quickly as possible. Fingers crossed, not too much longer for us all.
Sarah says
I accepted my refund a week ago but still no sign of it. Getting a bit nervous tbh :-(
I’ve read people waiting a couple of days but this is longer
James R says
Sarah I received mine this morning. 13 days in total from when I confirmed bank account and acceptance with QQ.
Alice says
I had an email on 4/7 from the adjudicator saying they had written to the business etc etc, essentially my complaint was upheld. I’ve heard nothing since, is it worth chasing the adjudicator? I won my complaint against myjar at adjudicator level back in May and had the money in my account in this timeframe so I’m a bit worried. This would be a lot of money for me and is my last complaint standing because my Lending Stream complaint was rejected and everywhere else is going bust which is so upsetting!
Sarah says
Hi,
I’ve been a quiet follower on here while my complaint goes through the FOS process…
An adjudicator found in my favour on 15th July and QQ had until yesterday to respond. My adjudicator has been great at replying to my emails whenever I ask for an update, usually same day within an hour or two. She chased them yesterday after not receiving any reply from them by the expected date…. and is giving them until Friday to respond. She did say that they may have replied directly to the general FOS mailbox and as this is busy it may just be taking some time to be applied to my case and so she has asked them to reply to her directly.
I am wondering if it is worth me calling/emailing QQ to ask if they have replied so that I can let my adjudicator know? Does anyone think this is worth the effort? If so does anybody have a contact that this would work on?
Thanks to everyone who contributes, it’s good to feel less alone in this journey!
Sara (Debt Camel) says
No, you will be wasting your time. Fingers crossed they accept it.
Sarah says
Thanks Sara, will be patient then!
James R says
Finally after a 2 year battle £8242 arrived in my account this morning :).
Still pursuing them for over a £1000 they incorrectly deducted from my redress but almost there. Everyone hang in there you will get your refunds.
I saw on a site the company who owns QQ displayed their second quartly business figures. Turnover of over 200million they will not go bust anytime soon, if at all.
Sara (Debt Camel) says
It’s not really a question of the parent going bust – that isnt going to happen – so much as deciding to close the UK business. The financials are quite hard to interpret at the moment, there was lower lending in Q2 in the UK but a chunk of that likely to be due to the decline in the pound. and more to their shift from very short term QQ stuff to the longer term OnStride. The commentary seemed to be along the lines of – we are the market leader, doing really well with On Stride, it all comes down to economics, complaint volumes stopped rising, need to get historic complaints sorted out witht the FCA and FOS, don’t expect any resolution soon.
Sarah says
That’s fantastic James, well done. I’ve just spoken with them and been talked through the process. They explained it well and I have worked out I expect it early next week from what I was told and your refund now confirms what I thought.
Enjoy and thanks for your help
Mr and Mrs C says
Finally we have been assigned an adjudicator after 14 months, and have received the following email:-
I’m getting in touch to let you know that I’ve now got all the information we need to start looking into your complaint.
This case has now been referred to me. I specialise in settling disputes informally. As part of my investigation, I will look at both sides of the complaint, weigh up the information, and then tell you and the business what I think.
The time it will now take to reach an outcome on this complaint depends on the issues involved and whether we need any more information. In the meantime,I would be grateful if you could let me know if anything happens that you think may affect this complaint – or if there is any additional information that you have not already sent us and that you would like me to consider.
so…. has anyone reached this stage and how long do you think after that ? Are we excited too early :) We are looking at 7k worth of interest over a period from 2010-2014
DavyD says
Dont hold your breath thats all I’ll say, QQ will refuse adjudicators findings 9 times out of 10 and then your in for a long haul waiting for an ombudsman
Well that’s whats happened with me…similar timescales to the loans you have had
Oh I was waiting 2 years for an adjudicator so at least judging by you waiting 14 months they seem to be quickening up slightly
Good luck
TT says
Hey
I told the FOS about the reason why I was delayed and they have accepted that I had been delayed due to my personal reasons. They are going to look into the complaint now, however they said the business could refuse my delayed reasons though :(
Alice says
I contacted the adjudicator for an update today and was told that Qq have rejected their decision (refunds on loans 3-18) because I went into a DMP in 2014 and so should have complained then.
I’m now in the ombudsman queue.
Does anyone have experience of this argument? I can’t see how it’s valid, if id known I could complain then I would have! Surely that’s obvious?
I was so hopeful of getting the money this summer and I’m so despondent now that I’ll get nothing at all.
Can anyone offer me any hope?
Mr and Mrs C says
I believe that we will be in the same boat then, we ended up going into DMP around the same time you did and borrowed nothing from QQ after that. We didn’t know we could complain until March 2018 and complained as soon as we found out
Cat says
They raised same objection with my complaint. Adjudicator asked me about it and i explained that the DMP gave me help with income and expenditure but did not give me any advice or guidance about complaining – i would have raised then if they had. My case has gone to final decision and upheld so just explain the truth and should be fine :-)
Alice says
Hi Cat, how long was it from QQ rejecting the adjudicators decision to this point?
Fabulous news for you!!
Cat says
Hi Alice, thanks.
They originally raised this objection in April, but the FOS didnt tell me about it. It was only when i complained to FOS in July about the slow progress (i originally logged in beginning of 2016!). After i complained, everything moved quickly – they queried the DMP with me, gave a view and passed to ombudsman all within a week! Fingers crossed for you….
Sara (Debt Camel) says
Yeah they have tried that with a lot of people. The Ombudsman is not impressed with the argument.
Julieann says
I spoke to my adjudicator today and QQ have rejected my complaint because my 6 loans are over 6 years and I was in a DMP. She said my complaint has now been sent to a specialist team. Does anyone know how quickly this team looks at the complaint?
My current time line is:
March 2018 – Complain to QQ regarding 6 loans from 2010 – 2012
April 2018 – Complaint Rejected by QQ as my loans were all over 6 years old
June 2018 – Complaint sent to Ombudsman
July 2019 – Adjudicator rules that all 6 of my loans were irresponsible lending
August 2019 – QQ reject Adjudicator decision on the basis that I was in a DMP and should have complained earlier
Cat says
I agreed to final resolution on 20th July and received acknowledgement from QQ straight away. Today i have received a breakdown of settlement which says theyve processed my refund which will take another 7-21 days to hit bank. Is this others experience?
James R says
Yes Cat I had exactly the same. I was paid around 14 days after the refund breakdown and confirmation the refund was submitted. So based on my experience I would say you should get the refund within the next 2 weeks.
Colin says
Got an email to say my case is now being looked at by the Adjudicator so hopefully get some positive news soon.
Received smallish refunds from Piggy Bank and Payday UK so far but I think I’m due a decent sum from QQ.
How long have others had to wait from the Adjudicator and do they keep regular contact?
Iain123 says
QuickQuid complaint. **update**
Here’s the breakdown..
September 2018. Used the template here and sent it to QuickQuid regarding predatory lending starting 2013. QQ acknowledged my complaint and sent my account history.
06/12/18 Final Response from QQ rejecting my complaint.
07/12/18 Complained to the FOS.
24/12/18 Letter from FOS acknowledging my complaint, assigning reference number, requesting more information. Emailed Final Response, Bank Statements and my story of financial chaos.
18/01/19 Letter from FOS requesting more information like Final Response and bank statements. This was confusing, I’d already sent it, so I resent it and put it down to Christmas confusion.
23/03/19 Email from Adjudicator finding in my favour against QQ.
29/03/19 Email from Adjudicator saying QQ disagree with his findings and are appealing to an Ombudsman.
19/07/19 Letter from Ombudsmen finding in my favour against QuickQuid.
23/07/19 Email from QQ requesting bank details.
31/07/19 Money in bank.
Lianne says
Oh wow!! Long wait but a great result.
QQ rejected my adjudicators decision about 3 weeks ago. Now awaits the ombudsman….. So could be a few months before I hear anything then.
Hopefully a nice Xmas present lol.
Well done glad you got your money.
charlie says
Hello Sara,
First of all i would like to say thank you for setting up this site, it has been extremely helpful.
I took out 10 loans with quickquid in 2016-2017 i sent these of to the financial ombudsman which they have given me a legally binding letter for them the refund me on all loans, i have been told quick quid will be in contact with me, within 4 weeks and it has been 5 weeks and they still haven’t been in contact with me.
it has taken over a year to get this far, and i could really do with the refund.
Is there any way i can speed things up, or do you know the contact number or email for the quickquid department who deals with this ?
Many thanks
Sara (Debt Camel) says
Try phoning them on 020 3859 2760. And tell your adjudicator that you haven’t been paid!
Samantha Lade says
Morning, I received a reply from the Ombudsman on Monday that QQ had offered me £2,191.00. I have accepted this as I have been bombarded with figures that I do not understand and also had an outstanding loan with them that they have settled so £2,191 is the figure I get for myself. The question is now what. The Ombudsman have informed them that I have accepted this but I have heard nothing further. How long did it take to get your money and how did they contact you.
M M says
Is one likely to get a better update about their claim if they phone the FOS rather than email?
To date I have only ever emailed as I dont have the time to call but it seems people usually get a more detailed response when they do call?
Samantha Lade says
I did everything by email -and I found them very comprehensive in their reply.
Darrem says
Morning All,
Just to let people know.
Yesterday was casheuronet deadline to respond to the adjudicators decision and I have today learned that they have accepted there decision and now have 4 weeks to refund me £1929.82.
John M says
When were your loans? Are they over or under 6 years ago? Would be interesting to see if their policy has changed at all.
Darren says
The 2 loans they had to refund were:
3/12/12
31/5/11
Lee says
Anybody know the phone number we can call for an update with the FOS?
Liam says
I called for an update and my case is still waiting to be Assigned to an adjudicator. Says it could be 1-2 months :(