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
C.Edwards says
What I find strange is the following reply from QQ after my affordability complaint…
• Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
• What is the date of your first loan?
• How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
Surely if they had carried out the right checks at the time of the loans they would already have all this information? Seems a bit backward to me…..
Sara (Debt Camel) says
It’s what they always ask for.
Jimmy says
Received my Ombudsman decision in my favour so thought I was nearing the end of this process. Then receive my settlement figure from QQ – haven’t taken into account the 2 interest charges from rollovers on the last loan AND say the balance is still outstanding on the last loan. Have informed them this was paid off through a DCA and sent them the closing statement of account…they have come back and said the full balance is showing as outstanding with another DCA I haven’t even heard of!! So frustrating!!
Sara (Debt Camel) says
This is annoying but you will get there in the end. Check your credit records with all three credit reference agencies (see https://debtcamel.co.uk/best-way-to-check-credit-score/ for how) – you want the DCA defaults and balances corrected as well as the QQ one.
Sam says
Does anyone have the contact number for QQ – I accepted there offer through the adjudicator but have heard nothing since and I would like to know when (or if) I am getting this money
Sara (Debt Camel) says
Once you have accepted a QQ offer with FOS, or you have a Final Decision from an Ombudsman, you can call QQ on 020 3859 2760 to sort out your bank details for getting paid.
Jimmy says
Hi Sara,
I paid the full debt off to the debt collection agency and sent QQ the statement showing every payment made. The principal for the last loan was £1000 with three interest charges totalling £650. I repaid one of £200 direct to them before defaulting and repaid a total of £1450 to the DCA. QQ are only including the £200 I paid direct to them for some reason.
Sara (Debt Camel) says
The reason QQ are doing this is that they didn’t have any proof of what you did with the debt collector. this is annoying for you but QQ at the moment simply don’t have the facts so you just have to work through this.
So your statement to QQ is that You borrowed £1000 and repaid £200 directly to them and £1450 to the debt collector (as per the statements you have already shown them) so you have paid £1650 in total ie £650 in interest, which is what should be refunded.
RG says
Hi,
I’m waiting to hear back from the adjudicator – they ruled loans 3-10 should be refunded (after I agreed to drop loans older than 6 years) and we’re supposed to receive a response by the 12th of July. That’s now been pushed to the 26th and I still haven’t heard anything. I’ve emailed them for an update but wondering if anyone has any experience in this and if it’s an indication of what the outcome will be.
I’ve also struggled to work out how much interest I’ve paid as my statements from QQ only show 10 loans total but they’re agreeing to repay interest on 3-10 after I’ve already dropped some of the older ones – does anyone know if the adjudicator can tell me how much interest I paid if QQ offer a lower amount?
Steve says
I think things are starting to move with the over 6 year loans. All mine are over 6 years and been in limbo since Adjudicator decided in my favour in April. Just received an email saying now picked up by an Ombudsman and requesting any additional info by 15th August. Interesting to see if they pay out if the Ombudsman up holds the adjudicators decision. 2 years and counting!
Holly says
Morning all ,
I got this final response from P2P a few weeks ago this is the end of the email …
This offer represents the interests and fees you have paid us on loans we have upheld, plus 8% simple annual interest on those interests and fees, minus 20% tax withholding (on the 8% simple interest) to be remitted directly to HMRC on your behalf. If you have any outstanding balance with us at this time, we will first apply the redress towards the balance and any remaining redress will be paid to you as a cash refund
● Interest and fees eligible for refund: £ 0
● plus 8% statutory interest £ 0
● less 20% withholding £ 0
● Total Owed to you £ 0
——————————————————————–
● Total Waiver Amount: £ 0
——————————————————————–
● Total Outstanding balance after the redress: £ 1104.94
So as I am reading it they are saying I still owe them the balance , however when I log in online it says my future payments are £0.00
I’m so confused
Sara (Debt Camel) says
How many loans did you have from them? Including any from QuickQuid?
Holly says
Hey Sara , quite a few and some are top ups x
£100
£100
£200
£600
£850
I can’t copy and paste the table they sent me it’s huge lol
Sara (Debt Camel) says
Would you be happy if they do write off the balance?
Holly says
The interest is shocking I paid over a thousand pounds on one around £544 on the other from the looks of the table they sent me
Shall I write down what I paid and how much I borrowed ?
Sara (Debt Camel) says
can you list for all the repaid loans, one line per loan, amount borrowed, amount paid?
For the last loan, give the amount borrowed and the amount you have paid so far, ignore what they say the balance is or whether you have paid interest or principal.
Holly says
Ok so here goes
11/7/15 £100 interest repayment across loan term £133
25/6/16 £200 interest repayment across loan term £333
31/10/16 £600 interest repayment across loan term £1091
23/4/18 £850 Interst repayment across loan term £1491
And this is what it says on my on stride account
Past Due Amount
£1,104.94
Loan Amount£1,201.24
Remaining Amount Repayable£1,104.94
Final Due Date29 Nov 2019
Loan StatusIn Arrears
Loan ID13702321
Remaining Monthly Payments4
Sara (Debt Camel) says
PTP have set a lot of people’s balances to zero while their complaint goes through. As it’s qith FOS there is no need to worry or think this is the final result.
PH says
Looking for a bit of advice regarding an old FOS decision…
Had a win against Pounds2Pocket in 2016, where they wrote off the outstanding balance of my last of 3 loans with them and agreed to remove the credit markers for the last loan as well. This was as a result of the FOS investigating them, and they actually decided to do this as a goodwill gesture.
I’ve been cleaning my credit file over the last few months and have discovered that the loan still sits on my file as a default and has done since 2016 when they agreed to remove it (I still have the correspondence that the FOS sent regarding the removal of the marker). I have contacted OnStride as they are called now, who have yet to respond.
Do I take this back to the FOS to deal with? I’m aware they’re snowed under atm so don’t want to put more pressure on them with this, but I feel particularly aggrieved that this has sat there for 3 years and has had damage to my credit file as a result of it. I have asked OnStride to compensate me for this – has anyone had this issue before, and if so , what did you do?
Turtle says
I had a very similar case. FOS advised p2p to remove a record and they only removed it from Experian. A few years later when I joined upto credit karma, the record was still there. I contacted foscomplaints@enovahelp.zendesk.com and advised them I will be taking it back to the ombudsman and asking for compensation and they soon removed it from my file.
Scott says
Hi Holly,
I would just wait and see what the FOS has to say.
The letter from P2P must have been their final response before you went to FOS. Make sure they have all your loan details.
In regards to you saying that your account says no future payments, this is either down to your account either being on hold or that they may be selling your debt as it is over £1000 in arrears.
There is no need to worry if they do sell it. If you are contacted by a Debt Collector, contact them straight away and tell them that you are disputing the debt and that you have a complaint in with the FOS and that the should cease any collection activity.
Scott
Holly says
Hi scott thank you! It is a bit of a worry and they have been unclear with their intentions and response :(
Scott says
Hi Holly,
Don’t worry, it is with the FOS now and they will make things clear.
Scott
Richard says
Update on my case.. Adjudicator has found in my favour for QQ to refund interest and charges etc for loans 3-10 taken between 2010-2013 which equates to around £4.5k including the 8% interest per year. Having read through peoples comments it looks like it’s very likely this will get rejected by QQ therefore passed onto Ombudsman. Although the adjudicator is confident that this may not be the case now as recently from her experience QQ are accepting their decisions more now than they did 6 months ago due to the pressures the FOS are putting on QQ, especially around loans over 6 years. Standard 2 weeks for QQ to provide their response but will keep everyone updated on the progress.
Has anyone recently experienced QQ accepting their adjudicators opinion even though they have a bad reputation for disagreeing?
Be good to see if QQ are starting to realise they don’t have much of a chance with these cases and stop being unprofessional?
Thanks
Kara says
I received an email from the FOS yesterday with a counter-offer from QQ that offers a refund on just 4 loans as opposed to the 10 that the adjudicator advised. The problem is that I have spoken to the FOS 4 times since this offer came in (QQ sent it 18 June) and advised them that I didn’t want to accept it – the first 2 times the FOS call handlers told me there was an offer but they couldn’t give me the details and it would be sent to me soon and the third occasion the offer was explained to me and I rejected it. The forth time I called I was told it was in the queue for an ombudsman. So when I got the email yesterday I called the FOS and found out that the adjudicator had sent me the offer without reading my case notes and that my rejection of the offer had not been actioned. I understand that the wider advice relating to these claims changes frequently so it’s demanding for the Adjudicators to keep up with but I’m disappointed that it took 6 weeks to relay an offer in writing, even when frequent contact was maintained by myself, and that the discussions in phone calls are not being actioned. I am expecting a call from a manager today – I have remained polite and made it clear that I’m not complaining but I’ve lost confidence in the way they’re handling my case.
Sara (Debt Camel) says
Aside from the way FOS is handling this, how poor was QQ’s offer? Could you see why they had chosen those 4 loans and not the other 6?
Kara says
QQ offered 8-9 & 11-12 which translates to £3.5k, less than half what the FOS thinks I’m due. They’re over 6 years and no logic (that I can see) around these particular 4. I was already in regular borrowing with 2 other lenders before I started with QQ and they’ve both refunded pretty much all loans, including early ones – 1 lender off their own back, and 1 at adjudicator stage with FOS.
Chloe says
Okay so, current state of play.
Ombudsman gave a final decision yesterday upholding in my favour and was the same reasoning behind their provisional decision. QQ had responded to the provisional decision in detail however this didn’t have an affect on the final decision.
I have called QQ to advise of my bank details and they gave me a case handler to contact directly and advised me to email him – which I have done. The man at QQ stated payment will take around 14 days.
Adjudicator decision received April 2019.
Pass to an Ombudsman May 2019.
Provisional decision June 2019.
Final Decision August 2019.
Alberto says
Is there any more news since March 2019 about QQ accepting more decisions. My loans over 6 years have been reviewed and the FOS have agreed with me and requested QQ to refund me with the 8% interest. I started this complaint April 2018 and it has now only just been reviewed. I’m worried that after waiting so long QQ will simply reject the decision.
Lauren says
Hi Alberto
I have had one of my loans upheld by the fos from QQ which is over 6 years old. QQ have agreed with the adjudicator and I am now just waiting on the funds. It has taken over a year but I am there eventually!
Colin Brown says
Quick Quid – Hi All. After 9 months an adjudicator has finally picked up my case against QQ writing to them advising them to pay on some loans etc and they have until 14th August to reply.
Has anyone any experience of what happens next just to give an idea?
Jonnym8083 says
That’s great are your loans over 6 years then?
Col says
Yes, 2010 to 2012 24 loans rolled over every month. QQ not interested so sent to Ombudsman and today he told them of his findings, so was just curious what is likely to happen as they are bang to rights.
Iain123 says
Usually QQ respond before that, rejecting the decision and appealing to an Ombudsman. This takes another three months.
However, I read here the other day QQ accepted adjudicator decision and paid out.
If they decide to accept Adjudicator decision QQ will contact you for bank details within one week and pay out the following week. Good luck.
Colin Brown says
Thanks Iain, realisticly if QQ appeal does this change the outcome in any way or are they just stalling for time?
Lisa G says
Hi Colin. I got an email on 09/07/19 from FOS to say they’d written to QQ to ask them to repay interest on some loans. They had until 23/07/19 to respond. I didn’t hear anything. On 24/07/19 I emailed FOS for an update. Didn’t get a response.
Called FOS today and asked for an update. I was told that QQ had raised another objection. As my loans (and many other cases) are over 6 years old QQ tried to use the 6 year limit to complain as an objection to refund. Apparently QQ said that if you were in a DMP (which I think I eventually was) then the DMP advisors would have / should have told me that I was able to complain.
In my case certainly this didn’t happen.
Anyway, the guy I spoke with at the FOS said he’d forward my case on to another adjudicator who will review it again (I’m guessing taking into account the DMP part, and whether I knew I could have complained years ago) who will, if they find in my favour again, write to QQ again.
It seems like there’s a lot going on behind the scenes that the FOS have to deal with and consider.
He also said because QQ had made this objection, they were behind in looking at their “post”, I’m guessing while they decided what they’d do with these cases. But I think they’ve now decided to review the decision they gave me again and I should hear whether my decision is being upheld or not in the next few weeks.
If QQ still reject to refunding, it’ll go to an Ombudsman.
simon says
Hi Lisa,
I had exactly the same, the lady at the FOS I spoke to just asked if I was made aware of this type of complaint when I was in DMP or if it was discussed with me at the time, I said no nothing was mentioned as if it had been I would have clearly made the complaint then and not struggled all these years trying to pay the debt off?? She agreed and with in an hour I had an email from her saying the original ruling was valid and QQ objection was not valid. QQ then came back and disagreed with the ruling but offered a refund on half the loans randomly picked out which I rejected and am currently waiting for an Ombudsman.
Simon
E says
Hello Sara,
Got a response from the adjudicator today about my QQ complaint, they disagreed with their findings so it’s now in a queue for the ombudsman. Complaint details;
Complaint sent 14/03/2019
Final response received 07/05/2019
Sent to FOS 09/05/2019
Adjudicator assigned 17/07/2019
Adjudicator decision 26/07/2019
Gone to ombudsman 02/08/2019.
QQ were told to refund 4 loans out of 9.
Thanks
Iain123 says
Same thing happened to me. Took three more months for an Ombudsman to decide, again in favour. Another 10 days to get paid out.
Chloe says
I first complained to QQ in June 2018.
I think by Sept 2018 the 8 week thing had passed so I forwarded it onto the FOS.
I was advised it got an adjudicator in Oct. I initially had some email exchanges but then heard nothing from Nov until Feb…. by then it was with a different adjudicator.
The the rest is as above.
Good luck to all… and to me… holding breath!
Robert says
Hi guys,
Received a call today with information that my case against QQ and P2P has finally been picked up by adjudicator. It was sent in September 2018, there are loans older than 6 years and post 2015. QQ argued that loans older than 6 years cannot be taken into consideration however these loans will be included in my complaint. There are 36 loans from QQ and 5 from P2P. Hoping for a quick end of this long journey.
Darren Willis says
Hi all, so on Tuesday quickquid/pounds to pocket = casheuronet UK accepted adjucator decision and adjucator has asked casheuronet UK have been asked to contact me to make payment. Has anyone had any experience as to how long it takes them to contact me? Nothing as of yet 😭
Iain123 says
Within one week. You’ll be paid out the following week, they confirm all this with email.
Their number is 020 3859 2760
Michelle Glover says
Hi I in knowingly made a complaint to QQ in October 2018 a company called Baring Solicitors acted on my behalf. I remember seeing it on Facebook put in a few details and thought nothing of it. Well I recently went to make a complaint to QQ AND Pounds to pocket and they said I made one in October through this third party it wasn’t upheld and it’s to late to send to ombudsman now. So I’m literally pulling my hair out not only were they emailing my old email address but this third party company has acted on my behalf and not given me any fees back what so ever. Is there anything I can do ?
Sarah says
I’m still waiting for my payment, it’ll be 14 days Monday from my acceptance and then on Wednesday 14 days that I gave my bank details. Just want it in there now!
James R says
Sarah – I suspect (fingers crossed) you will be paid during the next week. Mine was 15days from provding my bank details.
Stacey says
I heard from the adjudicator yesterday, I had 10 loans with qq all over 6 years old but they’ve found in my favour for the last 5 loans and it’s been sent to qq. They have 14 days to reply. I’m anxious that they may not accept this decision as they have been quite difficult from all I’ve read. It’s been with fos since last year so I’m glad to have reached this point
Gill says
Update on my QQ/P2P complaint, sent to FOS Dec 18 after they rejected the complaint.
I phoned FOS last week to say I was worried that Cash Euro net would go same way as the money shop. My three biggest lenders were these and Wonga. The rest of my PDLs were scattered and proving not to be winnable. Adjudicator picked it up this week and told me verbally she would recommend upholding loans 3-6 of 1-6 big loans with deferrals in each. Should be at least £3.5k with interest. She confirmed it in writing next day. It did include one 6+ year loan, although that was the first one. Cash euro net will probably object but its a very positive step.
Thank you so much Sara
Gill says
QQ responded to the adjudicator very quickly to say they would agree to upholding 3 out of 4 of the loans. Not surprisingly the one they’re not upholding is the biggest and represents about half the total possible interest payment from the 4 loans. Adjudicator can’t advise me on what to do but she has confirmed if it goes to the Ombudsman it will take some time. I’m also concerned about Cash Euro net going down the tubes in that time. Not sure whether to take the bird in the hand as it would really help me out at the moment. The interest is not as high as I had indicated above I think because I was double counting interest in deferral loans.
Comments welcome!!
Sara (Debt Camel) says
A few people seem to be getting an Ombudsman decision surprisingly quickly but QQ is rejecting or making a lower offers a lot so the Ombudsman queue must be getting bigger. Sorry, the bird in the hand decision is a really difficult one.
Dawn says
Hi, how do I calculate interest, charges & fees? The Adjudicator has partially ruled in my favour for loans 3-8. Just waiting for QQ to hopefully respond with offer.
Hayden Watkiss says
If you click on Data request on the QQ website they will send you an email a short while later letting you know that you can access it on their website. download the file and there will be a excel file inside it called ‘statement_of_account_qq’ in this file you will find all the figures of all the loans you have taken out with them. Then just use to the pivot table function to work it out for you.
Regards
Hayden
Sara says
New update from my adjudicator 10 weeks after the 2 week deadline-
We don’t expect the businesses to ignore our communication and we have been chasing them regularly. Casheuronet has provided some comments about your complaint and we are working to resolve this as soon as possible. We have senior colleagues liaising directly with Casheuronet and we are keeping the FCA updated about it. We hope to have an update soon for you but I can’t guarantee whether this will be in one months’ time or longer.
Any one else had this?
Zoe says
Hello,
I have been told similar on my case. Unfortunately QQ should have responded on mine back in May but apparently raised some objections. My adjudicator advised she had sent my complaint to a senior colleague who is in discussions with QQ.
It would seem from other comments on here some QQ rejections are being sent straight to the ombudsman others are going to senior adjudicators to push back on QQ. Unfortunately I’ve just been told once it’s progressed further I will hear. I’m guessing the FOS are trying to work with QQ to find a better practise than just declining every complaint and overloading the Ombudsman. Similar to Lending Stream when all their complaints were on hold for a few months. I’m guessing until they come to a resolution our complaints will just be stuck waiting. Mines been 2 months now since their 2 week deadline ended.
Hayden W says
Hi, just wondering if you could give me some advise and as to wherever you think i have a case or not.
My first loan was taken out with QQ in January 2015 and i continued to have loans off them every month or every 3 months (basically as soon as one was paid off and i was able to get another of them) until May 2018, totalling to around 15 different loans. I would also receive an email and text notifying me that i was able to get another as soon as i had paid one off which i believe enticed me to keep borrowing.
The total amount i lent off QQ was £6750 over a 3 and half year period. My total Interest charges amounted to £4108.
I also had late payments fee’s of £15 in May 2015, July 2015, Feburary 2016 totalling to £45.
Any help will be much appreciated.
Regards
Hayden W
Sara (Debt Camel) says
That is a very long period of continuous borrowing – you have a good case for a refund.
Cat says
Hi, im currently waiting for my refund after a long process. The refund has a deduction for tax. Please can anyone tell me a bit more about this “witholding tax”? Is everyone liable to pay this? Or does it depend on your circumstance? If the later, how would you go about getting a tax rebate on it? (Im employed so have never done a tax return before. Just curious if this is something im liable or should be looking to recoup. Any help appreciated :-)
Sara (Debt Camel) says
See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Kara says
I have spoken with a manager working on QQ cases and he said there has been an update today. QQ have agreed to work with the FOS and to uphold the decisions within a spreadsheet containing thousands of cases. The FOS are preparing letters to go to all of these cases, hopefully by the end of the week. QQ have said they’ll pay the refunds within 6 weeks.
From the sounds of it, the FOS have literally just received this confirmation from QQ and therefore I’m not sure that all adjudicators/call handlers will be up to speed with it. Hopefully we’ll know more by the end of the week. The manager said he’ll keep an eye on my case and will be in touch if the letters don’t make it out his week for any reason.
Sara (Debt Camel) says
That sounds like good news, she says cautiously… let’s hope this time this news is for real.
M M says
Hi Kara
That is encouraging news. Had your complaint reached the ombundsman stage at this point or adjudicator or somewhere in between?
Kara says
An adjudicator had upheld loans 4-13 (out of 13) in April 2019. Pretty much all were > 6 yrs and it was originally submitted to FOS in Jan/Feb 2018.
QQ rejected findings before FOS reiterated and QQ made counter-offer (for 4 loans) in June 2018 which I rejected. I thought I was in queue for ombudsman but my case hadn’t been handled very efficiently and so it was only been put in the queue last friday when I expressed concern about my case.
Darren says
Anyone interested to know 2nd September 2018 sent my complaint for quickquid/pounds to pocket to fos after they rejected my complaint. 16th July 2019 adjuctor ruled in my favour and asked them to refund me 2 loans. 1st August I accepted quickquid/pounds to pocket offer of 1929 then today I received full refund.
Glynis says
My complaint with Pounds to pockets has been picked up by an adjudicator. They have given Pounds to pockets until 19 August. Do Pounds to pockets usually cooperate.
PHump says
I started my process in Feb 2018 – still not been to the ombudsman – in the queue at the moment I think – both FOS and QQ rarely respond to any communication so just a matter of waiting until they do what they do.
Sarah says
Qq paid into my account today, I’m really happy.
Some good news that may be of hope is that qq have settled my complaint without any escalation. They upheld 5 out of 7 loans, the other two I agree were fair lending and they added all the interest etc. I would like to say that maybe they are beginning to accept these complaints without the need for the fos and those of you in a queue will hopefully see the end soon!!
TT says
Just spoke to FOS and still in queue for Ombudsman. Enquired about the offer Kara mentioned but they aren’t sure what I was talking about :(
Yes the call handlers might not know yet as they would get loads of calls from the customers or the offer was a fob off
Kara says
I honestly don’t see how they could have updated all call handlers so quickly when they have to draft the letters to individuals etc. The manager I spoke to followed up with an email, reiterating what he had said and included details of how to complain, should I wish to do so – that would be an odd thing to do if he was fobbing me off.
Of course anything could happen, but I’m going to give it a few days and see why happens. My other cases with the FOS have been dealt with efficiently so I personally believe these QQ cases have just been a nightmare all round – cases have simultaneously been dealt with on an individual basis by adjudicators and a collective basis by management. I felt I had cause to raise concern about the way my case was being dealt with but I am currently happy that things are looking likely to be settled soonish. I’m not counting my chickens just yet but I’m not doubting what I was told yesterday.
Sara (Debt Camel) says
“I’m not counting my chickens just yet but I’m not doubting what I was told yesterday.”
I think that’s the right approach.
There must be several thousand QQ cases where there is an adjudicator decision by now, FOS has been getting through a lot in the last few months. If QQ has agreed to accept all the decisions, the implementation may well be in batches. So this “spreadsheet” may not include all cases, no idea what criteria would be used, it may be just the start.
This is what FOS and the FCA wants to happen. It’s great if it is underway but it may take a while for the details to be clear.
Kelly says
Hi
I have put a complaint in through Resolver for loans taken out with Quick Quid and Pounds to Pocket but yet to receive a response.
Please see below the loans I took out with Quick Quid and Pounds to Pocket:
30 January 2012 – P2P – £500 loan – interest £346.66
27 April 2012 – P2P – £950 loan – interest £804.59
11 December 2012 – P2P – £1,050 loan – interest £734.25
24 July 2013 – P2P – £1,047.17 top up loan – interest £537.91
5 August 2013 – P2P – £1,047.75 top up loan – interest £769.53
19 August 2013 – QuickQuid – £650 loan – interest £717.36
28 October 2013 – P2P – £1,150 loan – interest £1,238.54
2 May 2014 – P2P – £1,148.28 top up loan – interest £1,251.56
Do you think it’s likely I have grounds to receive a refund of interest because of irresponsible lending?
Thanks
Kelly
Sara (Debt Camel) says
Yes! That sounds like a strong case.
Robert says
Hi guys,
A week ago I received a call from adjudicator who introduced herself and said that she would be dealing with my QQ and P2P complaint /loans from 2011/. All together 36 loans from QQ and 4 from P2P.
She called me today to inform me that she upheld my complaint. She added P2P loans to QQ loans and as a result loans from 3 to 40 need to be refunded by Cash Euro Net. Now I need to wait for the response from Cash Euro Net, they have two weeks to reply.
Thanks,
Sam says
Received my decision from FCO last Monday, received email from FOS (which is to do with QQ I assume) on Friday asking to confirm bank details. Rang later that day to confirm they had received it which the confirmed but have not heard anything since then.
Lauren says
Hi just wanted to update everyone on my case. I have just accepted an offer from quick quid on a loan that’s over 6 years old. I only had 2 loans with quick quid. The second I couldn’t repay and went to a collection agency. I sent my complaint to the fos and on 19/7/19 found it in my favour for them to repay back the interest on loan 2 plus 8%. It has taken just over a year but it’s well worth the wait and it can be done.
Ross says
Hi,
Has anyone seen anything like this? QQ initially rejected the adjudicators assessment. Thought it was going to ombudsman. Emailed multiple times for an update (since May this year). Got the following reply:
“You recently emailed us for an update on your complaint to see what was happening.
As you mentioned, we’d told you that the business had rejected our assessment and we were preparing the case for the next stage. However, the business has now come back to us and has said it’s possible that it will be accepting our assessment.
So before we do anything next, we just want to see exactly what it’s going to say and what offer it may be looking to make. Once we’ve had that we’ll be writing to you to let you know. This is why you hadn’t heard from us as were preparing your case for the next stage in our process, but it looks like that may not need to happen.“
Wondering what usually happens in theses circumstances?
Thanks R
Sara (Debt Camel) says
There is no “usual” here. FOS and the FCA have been telling QQ they have to accept most adjudicator decisions- the ones that are in line with normal FOS decisions and where there is nothing unusual (NB these are my words, not how FOS or the FCA would say it.)
It sounds as though QQ has agreed to do this. Another reader, Kara, who had previously had QQ reject an adjudicator decision, was told by her adjudicator her name was in a big spreadsheet of people that QQ had now agreed to refund.
My guess is that if this affects all of the thousands of QQ cases currently in the Ombudsman queue, they will probably be done in batches, so this “spreadsheet” may just be the first group.
Lisa says
I’ve waited nearly 3 weeks after accepting offer from QQ to get it processed and still waiting. Had to prove identity as name changed by marriage. Only the case handler can deal with the case so when I ring the FOS QQ number there is nothing they can do to chase and they tell me to email the case handler but it is so slow. Apparently my case handler works in America but the same hours as UK time. Will be glad when it is all sorted!
Gill says
I’m currently trying to decide whether to accept a lower offer that QQ made to the adjudicator or refer it to the Ombudsman. Have already posted about this and Sara has responded.
I wonder , with this new information, whether it’s worthwhile trying to speak to QQ direct to see if they will improve their offer. Not sure of the protocol here or indeed whether it would be a waste of time!
Sara (Debt Camel) says
It’s not so much a matter of protocol as practicality. QQ have never negotiated ever. I doubt they will make an exception for you now, when they are probably very busy trying to sort out the standard cases.
Andrew says
Hi,just got off the phone to FOS in regards to my QQ complaint which has been in a queue for an ombudsman for over a year due to the post 2015 argument. She said a letter had gone out yesterday saying that QQ now excepting adjudicator decision in its entirety which is a relief as I was expecting the possiblity that ombadsmen may have reduced adjudicator decision as he had granted all my loans 1 to 30 to be repayed. She did say that it could be upto 6 weeks for QQ to make contact I guess due to their change of tact in excepting the vast majority of adjudicator decisions. It seems to me that the FSA had a big bearing on QQ change of heart. So I would suggest that company’s that are obviously flouting the FOS complaint system should be reported to the FSA as these are the organisation with the teeth to bring the company’s back in to line. Thank you for everybody’s help.
Sara (Debt Camel) says
This is good, you are now the 3rd person to have been told something like this.
I am cautiously optimistic – it will be good to see the payments being made!
Jacob says
HI Sara,
I’ve seen the comment re-QQ and that the FOS have told somebody there is a spreadsheet with all these cases which the business have now agreed to accept the adjudicator decisions. Do you know if these are only specific cases? The original comment regarding this mentions 6+ year cases and this comment above mentions post 2015 cases. Is it possible that the FOS and QQ have agreed that they will accept ALL adjudicator decsions regardless of the objection?
Thanks
Sara (Debt Camel) says
Sorry, I don’t know.
Nor do I know if “the spreadsheet” is all the cases they will be accepting or just the first batch.
Sam says
I heard from them on Tuesday to say that they had received my bank details (I sent them on Friday) and they were no talking to PRA group who hold my outstanding debt so they can get a figure of how much is owed. I sent them an email from PRA group which said how much is owed but they won’t accept that. I was then told that it would take 5 – 7 business days once they had heard from them. I am just going to work on the basis that it will be the end of the month before I get the money
Chloe says
Final update from me.
Final decision was received on 1st August.
I emailed QQ new bank details and confirmed acceptance same day. I heard nothing back.
I called and emailed QQ and was told the case handler would be in contact within 21 days and payment would happen. I emailed the case handler and called QQ every day this week. This morning I received confirmation that a refund would be in my account within an hour. Shortly I received an email confirming how much, checked my bank and sure enough 2k was in there.
From final decision its been less than a week to receive the refund. All in all, just over a year.
Thank you to Sara and this site. At times I lost hope and thought it would lead nothing but it’s been worth it. Stick in there people!
JA 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
Eil says
JA did you get any feedbak on this? I am in the same situation, I’m not sure if there is precedence here or that it is even relevant? Only my last of 12 loans that an adjudicator has ruled in my favour on was in the DMP.
Eil says
To add to this they are saying that the company that administered my DMP should have told me I could complain! Has anyone seen this?
Sara (Debt Camel) says
Yes a few people have been told this. The Ombudsman is not usually impressed by it as an argument!
Matt says
I’m waiting in the queue for the Ombudsman decision now. They have provided a counter offer of all interest paid without the 8% simple interest which I refused about 2 weeks ago.
Long process and has been over 18 months with FOS
Trevor says
Spoke to FOS on the off chance yesterday to find an update on my case expecting to hear the usual jargon it’s in a que.
However was advised the the complaints have been upheld in my favour and is waiting for a letter to be sent out which I am guessing will be in the coming days, so after 16 months it looks to be like there is light at the end of the tunnel.
Will keep all updated on progress but this finally looks to be coming to an end.
Stacey says
Mine was sold to pra group but I paid it off and sent qq a copy of the letter showing I owe nothing. So they have until the 16th of August to respond.
Matthew Dale says
Have been offered £1800 from QQ think I should really be due 4k how long does Fos take as I could do with £1800 right now to be honest?
Sara (Debt Camel) says
Have you added up how much interest you paid?
Matthew says
Hi yes I think it was just over 3k
Sara (Debt Camel) says
So I assume you have got to 4k estimating 8% interest.
If you go to FOS, you are unlikely to get a refund on all your loans. It can happen, but it’s unusual. So you should probably assume you won’t get a refund on the first 3 or 4 loans – unless they were very large or had been rolled a lot. And if there were any big gaps in your borrowing, the time from repaying one loan to taking out the next – of several months, then may also reduce what you get.
But it sounds likely you could well be getting at least a thousand more than you have been offered.
It is impossible to say anything about timescales at FOS for new QQ cases arriving. There has been a HUGE backlog. Now it seems that part of that is going to be removed by QQ just accepting some or all adjduicator decisions – that could be several thousand loans. If they are all settled in the next 4-6 weeks and if QQ then starts accepting a large proportion of adjduicator decisions going forward, the QQ cases may actually start to move fast. But reaslly we aren’t going to know if that is happeneing or if it is much to optimistic for a couple of months. And you need to take a decisions now.
Sorry, not an easy one for you.
Annie says
So finally after a total of 19 months, 12 of which have been waiting for final ombudsman decision, I phoned FOS for an update and at last signs of some movement. Like others here I have been told that QQ have made an offer and now waiting for a letter to be sent out which I should receive next week. Can only hope it is in line with the adjudicators recommendation. Fingers crossed it’s good news at last.
KJ says
Received a phone call from FOS today advising that they are ruling on my favour regarding some of the loans i took out. Will wait for the full details in writing but the gist of it was they said the loans after the first intial one were unaffordable and that should have been clear to quick quid. They should have offered an affordable repayment plan rather than keep lending. Amount they have to repay was not mentioned neither was the 6 year issue, so im assuming they will have to pay. Quickquid do have 14 days to respond to FOS decision.
Emily says
I’ve also been informed today that a letter was sent to me yesterday detailing that QQ/PTP are upholding the adjudicators original decision and will be in touch. Mine were all post 2015 loans and been in an ombudsman queue since the start of september last year.
Stu N says
Was told about the Quick Quid refunds so got onto it straight away as I used to borrow from them in 2011/2012. So I sent them a complaints letter saying i wanted all my interest paid back, plus interest for all the loans i had had. They responded within 5 days to offer me £282.56. They broke down all my loans I had ever had with them and It showed the total interest was £516.50. I accepted their offer and am just waiting on the money to be paid into my bank. After reading this article it looks like I could’ve got more money had i rejected the offer and threatened them with the FO, however to be honest I wasn’t expecting to get anything when I first complained so was happy with the result in the end. Hope you all get your money back
Sara (Debt Camel) says
You don’t usually get a refund on all of your loans from the Ombudsman. You may not have got much more than they offered. What matters is that you think it was a fair offer :)
Stu N says
Just phoned quick quid about the refund and it was paid into my bank within 5 minutes, so they seem to have bucked up their ideas when paying customers back. Hope you all get your money as quick. Probably paying it so fast so you don’t have time to change your mind.
Yvonne says
Any else had QQ upheld by adjudicator then QQ not agreeing months going by sat with adjudicator to see where they go to finally get an email from FOS to say is now going to Obudsman. How frustrating for all parties.
Colin Brown says
Hi, I got told today by adjudicator QQ disagreed with him and now it’s waiting to be picked up by Ombudsman- probably take another year.
I heard they were discussing with them they need to stop this nonsense, it’s very frustrating
Iain123 says
For me it was three months between Adjudicator decision to Ombudsmen decision.
Sam says
Wow I wish mine was that quick – it has been 9 days since I agreed it with FO and no idea when I am getting the money – I could really do with it to. Anyway should be grateful I am getting it.
Matt says
Just spoke to FOS and they said I am on this spreadsheet which now agrees with the adjudicator and will be refunded for all 29 loans. A letter is due out in a few days although they do not have any figures at the moment
Jo says
Pleased to see they are eventually moving forward with peoples complaints, did they say exactly what is on the spreadsheet is it all loans qq have refused or just ones over 6 years old
Ciaran says
I spoke to FOS today and they confirmed mine had now been agreed with QQ. I first complained in August 2017 and complaint was rejected due to all the loans being over 6 years. Like many others I’ve been playing the waiting game ever since. FOS advised me that letters/emails will issue in the coming days. They did say that due to the nature of the bulk settlement with QQ, it could take 3-4 weeks for them to get on top of this.
Kyle says
Hello all,
So I’ve heard from the adjucdicator yesterday, she upheld loans 4-23 and told QQ to repay all interest, charges and fees. She is also asking them to:
“calculate 8% simple interest on the individual payments made by Mr S calculated from the date Mr S originally made the payments to the date the complaint is settled”
What is the 8% all about?
Also, I’m trying to work out how much roughly I am owed, so I’ve added up all the interest. On two of the loans there was 9 deferrals in total, so do I multiply the interest on those loans that many times? Is that right?
Thanks :)
Chris says
With the 8% interest, I have used this calculator:
https://hardwicke.co.uk/simple-interest-calculator/
I hope Sara won’t mind if I put this here. In my case, I put the last date I had dealings with QQ in as the start date and then put in today’s date as the spread. This won’t give an exact figure but will give you some idea.
Of course, you need first to work out what the refund of interest comes to. Again, in my case, I asked QQ for all my data on all my contracts. I went through each one individually and added up the amounts. They state clearly how much interest you need to pay. The only thing the contracts don’t do is say when you had a rollover. So, for example, in 2012, my account says I had four contracts but I made a payment every month in that year. You will need to look at the data you get from QQ to work this out.
This does take a bit of time to do so give yourself some space and nice hot cup of coffee!
Derek says
I’ve got almost identical case with QQ and FOS ruled the same way. BUT, QQ have come back saying that they don’t believe the FOS has jurisdiction in this area! Just wondering if anyone else has had the same response and if so, what the outcome was?
Lee says
It looks like there’s plenty of movement in cases where its with the FOS.
3 weeks ago my case was still awaiting to be assigned to an adjudicator.
I had 20 loans over 20 months with no gaps.
I wonder whether my case will start moving on.
Lee says
Brilliant news, after 18 months waiting, I’ve just phoned the FOS and they have confirmed I am on the spreadsheet Kara spoke about.
They informed me that QuickQuid have made an offer and I’ll be getting a letter in the next few days.
Calculated refund due without 8% interest = £7500.
Rob says
Hey guys
Just an update, i have just rang the FOS for an update on my complaint. The adjudicator upheld loans 2-11 and loans 2-7 were all over 6 years old so QQ rejected the assessment on that basis. However today the FOS confirmed that they have now agreed and will be in touch with me to pay me my refund in the next 4-6 weeks. The lady said a letter had been sent from the FOS yesterday. So this really does look like its finally coming to an end for us all!