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
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!
Kelly says
Update on loans over 6 years. My case has finally been picked up by and adjudicator, 1 year after it was rejected by QQ.
Alice says
I just phoned for an update and I’m also on the spreadsheet, yay! The woman I spoke to didn’t know a value but hopefully it won’t be too long. I think it’s about 6k
Rob says
Excellent news! Hopefully we wont be waiting too long!
Lee says
I just phoned too. They couldn’t tell me if I was on the spreadsheet as my case is at “waiting for adjudicator” level.
They said I could still be on the spreadsheet but they must just be prioritising cases at fos level.
Fingers crossed – hope everybody get sorted.
Sara (Debt Camel) says
so far as I can tell, the spreadsheet only relates to cases where there has been an adjudicator decision.
But settling all those cases will be good news for everyone else with QQ cases as it will free up a lot of FOS resource to get through the other cases quickly.
Varun says
Hi Sarah ,
I have received the following message from adjudicator, has anyone else had the similar situation and how long it takes from here ?
adjudicator reply :-
I have received a response from QuickQuid and unfortunately, they do not agree with my assessment.
The business have raised issues with our approach to these complaints generally and not with the specifics of your case. For this reason we are, as an organisation, holding talks with them in the hope that we can resolve their disputed cases in bulk.
While these talks are ongoing, your case has essentially been placed on-hold as we believe this will be more efficient than sending cases to an ombudsman individually.
I will keep you updated with any progress that is made.
I hope this makes sense but if you need me to clarify anything, please don’t hesitate to get in touch.
Chris says
Hi,
That’s strange because this morning i have been advised by the FOS that QuickQuid have taken full responsibility and will be writing to me within 6 weeks to make me an offer.
varun says
Hi Chris ,
were you given same response as me and what is your timeline?
Chris says
i was told that QQ will be writing to me within the next 6 weeks. I believe from the conversation i had with the FOS that QQ have not agreed to pay those with older loans but this may take some time due to the amount of cases.
Alex1978 says
Last year in August QQ rejected the adjudicator decision and since then my complaint is waiting for the FOS. I would say it is a kind of redicoulus but it is
Sara says
If quick quid have upheld that 2 out 30 loans were irresponsible lending and have paid the interest on those 2 can the rest still be sent to the fos
Sara (Debt Camel) says
No. If you accept their offer, that is a settlement of your whole complaint against them. You have to choose betweent aking what they have offered and ending your complaint or sending the whole case to FOS.
Trevor says
Received a letter today which I think many people will receive from the spreadsheet and been advised QuickQuid now accept the adjudicators original decision when they previously refused it back in November 2018. This has now been passed from ombudsman to QuickQuid. The letter advised I should expect a contact with 6 weeks with a settlement figure and I’m hoping payment is the same day. Waiting game now for QuickQuid to contact me
Stacie says
I have also had this letter from the ombudsman. I had also expressed to the ombudsman that I have been suffering with financial difficulties for some time and they said they would pass this information on to QQ and hopefully it wouldn’t take the the full 6 weeks for them to get in touch. Does anybody have any contact details for QQ at all? I first complained to QQ at the end of 2017 so I’m glad it looks like it is coming to an end.
Wayne says
Just received a letter from the FOS saying that QQ have now agreed to pay out.
Need to wait up to 6 weeks though for QQ to get in touch.
Started this complaint in JULY 2017, adjudicator found in my favour April 2019, QQ disagreed with decision in May 2019, then QQ agree to pay out AUG 2019.
All these loans were from 2008.
M M says
I too recieved letter today from FOS that QQ will now be accepting adjudicator decision after previously rejecting it and will be in contact within 6 weeks
I originally complained to QQ september 2017.
I then submitted complaint to FOS January 2018.
Adjudicator found in my favour April 2019
QQ rejected adjudicstors assessment June 2019
QQ accept adjudicstors assessment Aug 2019
All loans 6 years +
Lowlowlola says
I too have had my letter
Time line
Complaint submitted to QQ and FOS January 2018 ( Qq rejected complaint within 48 hrs)
Adjudicator upheld April 2019
QQ reject May 2018
Notified that passed on to ombudsman 6th June
QQ Agree 9th August
All my loans date between 2010 and 2012 and were large ! I am expecting a nice sum after the outstanding balance is paid
Am guessing 6 weeks for offer+ 3 weeks processing before I can finally close this, but THANK YOU Sara – a lot of people will be able to have a very nice Christmas thanks to you and all your hard work !
dazza114 says
Hello all
Same on 10.8.19 I have received the same letter, quick Quid finally agree with assessment and will be in contact in 6 weeks, I am going to ring Quick Quid and ask for resolution department on Monday 12.8.19 to see if they have the pay-out figure and date they will pay, and give them my Bank details for them to transfer.
finally a little bit of money back in my pocket for my holiday in Nov
karen says
Hi there,Was this only for loans over 6years as I didn’t receive a letter ??
Sara (Debt Camel) says
have you had an adjudicator decision in your favour?
karen says
Yes I did Sara, I was notified in may that QQ had disagreed with the adjudicator. My loans were only in the last few years
Chris says
Recieved a long awaited letter today saying that quickquid have agreed with the adjudicator decision and will be refunding loans 4-12 with the 8% interest etc. Yey 😀
How does the 8% interest work?
So my total Interest payments were just over £2500 so does that mean I’ll get right percent of that as well or eight percent on the amount each year since the loans
Dead happy by the way 😆
Sara (Debt Camel) says
it mean you will get 8% per year since you made an interest payments that is being refunded. Part years are paid at a part of that rate.
So if you just made 1 single payment of £2000 on a loan that was the only one being refunded in February 2016, that is now going to be about 3.5 years ago and so you would have 3.5*8% added = 28% = £560.
Obviously most people will have made several payments and if these were spread over years it can be fiddly to work this out.
This extra 8% added is treated as savings interest by HMRC, so QQ will deduct 20% from the 8% amount. Not from your overall refund. So the £560 in the above example becomes 560-20% = £348 and you would overall get back £2,248.
You can reclaim up to £200 of the tax deducted every year across all your complaints if you are a basic rate taxpayer. You can reclaim it all back if you don’t pay income tax. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/ for details and how to do this. In the above example you can claim back all £112.
Richard says
Hi I was told by the adjudicator that the Ombudsman was making his final decision on the 1st of August and I got a copy of the final decision in PDF and told them I accepted it. How long from here does it take to hit my bank? I calculated from the portability report that it would amount to nearly 1000 based on the loan complaints (6-13) that the Ombudsman upheld
No doubt Quickquid will drag it out, that seems to be their tactic
Chris says
Wow so all my loans were pretty much within 1 year 2010 to 2011
So to work out the interest roughly if I times £2500 by 1.08 then that total by 1.08 and again right times will that give me roughly the eight percent interest amount
Sorry I’m not great with maths 😄
Sara (Debt Camel) says
ah no, that is compound interest, this 8% is only “simple interest”. Here you get 8% for each year since the payment but you don’t get an extra 8% on the 8% for the previous year.
In your case, let’s assume all your payments were made in August 2011. That is 8 years ago so you will get 8 times 8% = 64% added. 64% of £2500 = £1600.
But 20% tax will be taken off the £1600 = £320
So overall you will get back £2500 + £1600 – £320 = £3780 from QQ. It will probably be a bit more, it won’t be less unless most of your repayments being refunded were after August 2011.
Then if you are a basic rate taxpayer you can reclaim £200 of the £320 tax deducted from HMRC if this is your only refund in this tax year.
Chris says
Ahhh ok I get it.
Happy days.
Cheers Sarah you deserve a medal 😍
TT says
Help please
Got letter from FOS and QQ have told me to email their resolution team however I don’t know what to write to them
Sara (Debt Camel) says
What exactly did QQ say? For most people they will want you to say that you have accepted the adjudicator decision and what your bank details are.
But if you had a loan with a balance not paid that was sold to a debt collector, QQ may want to talk to you about that as it complicates the calculations.
Lowlowlola says
Hi Sara
I have an outstanding balance of 1500 with Qq just out of interest are Qq entitled to add 8% statutory interest on this or do they simply take the £1500 off the balance owed ?
Many thanks for your help
Sara (Debt Camel) says
Fist of all your actual balance shopuld probably be lower as QQ would have to remove the interest from it.
Then QQ should calculate the refund on interest on previous loans and add 8%.
Then they use part of that to repay the balance.
Lowlowlola says
That’s what I thought – thank you for the clarification Sara !
Tt says
They took my bank details and told me to email Enova as they are dealing with all FOS complaints
Matt says
Yeah they told me the same so emailed them
foscomplaints@enova.com
N says
Just in case anyone else is in the same situation as me I had a Flex credit with Quick quid in 2013/2014. This basically meant I could withdraw up to a certain amount. Each month I would pay of the balance and then during the month withdraw back up to the maximum. I complained and it got rejected as I only had one loan even though for 2 years I would just be paying off the interest each month. The Adjudicator ruled in my favour but quick quid rejected again so was going to an ombudsman however quickquid have now accepted the adjudicators report and agreed to paying back around 3/4 of the interest I paid. Said I should hear back from quickquid within the next six weeks with details.
Kassi says
Hi Sara,
Just a quick update , got my decision letter from the ombudsman. I made my first complaint to FOS August 2017 about QQ.
I took out 21 loans between 2010-2017, the ombudsman has agreed interest+8% on loans 3-21 should be refunded. I have been told to wait 6 weeks for settlement.
I’m really happy about this just not sure how to work out the settlement figure as there were so many loans?
John says
How to work out interest due
The FOS summary usually has the following information:
loan date / amount / duration / date borrowed /repaid
Interest for quick quid loan is currently 0.8% per day fixed. ( I am not sure if this varied any since 2011 when I took out the loan so I can only use the current interest rate.
Loan is £275
duration is 55 days
275/100×0.8 = £2.2 per (daily interest rate is variable dependant on the amount borrowed only.)
Interest for this loan is £2.2 x 55 = £121
This was from 01 June 2008 and assuming it settles by 31 Aug 2019 the interest is £231 go to the first simple interest calculator you find online and use 8% rate for that duration and it will be compensatory interest of around £231
Sara (Debt Camel) says
“Interest for quick quid loan is currently 0.8% per day fixed. ( I am not sure if this varied any since 2011 when I took out the loan so I can only use the current interest rate.” you can’t use that interest rates before 2015 were much higher. But the interest + charges you paid is the amount repaid less the amount borrowed.
“This was from 01 June 2008 and assuming it settles by 31 Aug 2019 the interest is £231 go to the first simple interest calculator you find online and use 8% rate for that duration and it will be compensatory interest of around £231” that doesn’t sound right. from 2008 to now would be just over 11 years of interest ie about 90% extra.
Alice says
Have people been contacting quick quid since receiving these letters? Is it worth it?
Annie says
I contacted the resolutions team to make sure they have the correct bank details but other than that they wouldn’t give me any more information. Said I have to wait for them to send further info out via email.
Also the FOS said a letter had been sent last week, I haven’t got it so phoned today to be told I was given the wrong information that no letter is being sent and casheuronet have made another offer and they will get in touch with me regarding amount, payment etc. So here goes another wait just when you think the end is nearing,
Ck123 says
Can you advise the resolutions team email address?
Chris says
If you have a copy of the contracts for each of the loans, you will see a box which states which part of your repayment is the capital amount and which part is the interest. Simply go through each contract and add up the interest amounts and this will give you a figure for the interest you have paid. Be aware, however, that the contracts do not say which loans have been rolled over so don’t forget to add the interest from rollovers in too. Once you have got that figure, you will then need to add on 8% simple interest for each full year since the last date of settlement for your loans. As you have borrowed over a reasonably long period, this calculation could be a tricky one. You might just want to get a rough idea of what the added 8% looks like and I have used this calculator to give me a rough estimate:
https://hardwicke.co.uk/simple-interest-calculator/
I don’t work for this company btw – it’s just the calculator I found with a Google search. I hope this helps – it does take a bit of time to get this right but with a possible pay out in your cases of £1000s, it might be worth finding the time to give yourself a rough idea of what you should be offered. Cheers
Lu says
Hi,
I had a letter through the post re my QQ complaint, I have had this open for 2 years. they rejected my complaint initially, the adjudicator disagreed with QQ and it went back and forwards, until it went to the ombudsman a few weeks ago. My letter this weekend from the FOS stated that I will now receive a settlement from QQ within 6 weeks!! Finally, so a lot of you may have some positivity re quick quid soon.
Phump says
I had the same letter this weekend, I don’t understand if I will receive the redress within 6 weeks or if they have 6 weeks to make contact then 28 days to refund . Can anyone she’d any light?
Sara (Debt Camel) says
I think FOS is expecting the refunds to be paid within 6 weeks.
Robert says
Hi
People who have received this letter from FOS saying QQ now accept and it can take 6 weeks – have you tried emailing the link above foscomplaints@enova.com and if so have they responded to you? I emailed saying i had received the letter from FOS with the FOS case reference and advised of my current bank details – i just wondered if anyone had received a response.
Cheers
Kathryn says
So Saturday, I got a letter to state that Quick Quid had agreed with the adjudicator findings, and were going to settle. OK in principle, however, I had not agreed.
I had had three discrete loans, and the first “loan” had late payments and had rolled over for over a year. The second period of borrowing had similiar issues. Then a third advance was given and also rolled over multiple times.
The adjucator stated from the second advance on the third loan, they should refund interest and charges, I disagreed via email and was told it was passed to an ombudsman…
Fast forward to saturday, I get a letter, case closed. Of course I have rung them up to ask why this has happened but the call handler, while helpful stated she would investigate further but I had been part of bulk processing. Awaiting the results of her inquiring.
What can I do?
Graham says
Hi Kathryn
Did you disagree with the initial adjudicators assessment?
Kathryn says
I did, and I was informed it was being placed in a queue for ombudsman in line with process.
Then as I said, three weeks later they sent a letter closing the case.
Sara (Debt Camel) says
My guess is QQ also rejected the adjudicator decision, so this was on their list of decisions to change their mind about.
I suggest you go back to FOS and say you have already told them t=you do not accept the adjduicator decision and you want it to go to an Ombudsman.
Kathryn says
Thank you Sara this was exactly what happened!
QQdid at first refuse the adjudicator decision, and then revised their view and went back to FOS with an offer in line with the FOSinitial recommendation (the one which I had not agreed with). I rang and spoke with a very nice lady who, once she had listened to me, has reopened my case to pass to an ombudsman.
So now I wait ….
Craig Benn says
It’s a sad state of affairs that I have to chase the FOS up and the Ajudicator to get information and a update, and the argument and rejection by QQ is that I went on to a DMP after the last loan in 2012.
The problem is that I was on the DMP from 2006 and it was cleared in April 2012, so like Payplan have said that QQ should of seen the DMP on the Credit file and not loaned any money. So the argument about DMP is flawless and makes their situation even more damning as they are loaning money to people already clearly struggling and on DMP, and The Adjudicator has sat on the information for 5 weeks and not sent anything back to QQ, I’ve said I want the matter taking away from the Adjudicator and to go placed in the queue for a Ombudsman as this is about £5k to me including the 8% simple interest and the service provided is frankly appalling and I know they are busy, but not to do any work on a case for 5 weeks is shocking
paul says
just heard from FO last week and have agreed to accept the offer QQ offered
Roughly how long it is until l hear from QQ
Loopymoo37 says
P2P agreed with Adjudicator. Got an email same day from them asking if bank details are correct. I replied straight away. Any idea how long for payout? Of when I should chase?
Jo says
I just contacted the fos regarding my complaint pounds to pocket refused the the adjudicators decision it was passed to the que for an ombudsman a few weeks back just rang to see what was happening and was told still in a que and will be 7 months before it gets to an ombudsman due to the back log all loans were under 6 years so I’m assuming the ones on the spreadsheet they are dealing with are the ones over 6 years old? Original complaint has taken over a year to get here
Phil says
I’m waiting for QQ to respond to an adjudicator decision upholding my complaint, 22 loans out of 26, all over 6 years. They have until 14th to respond.
Would these be on the spreadsheet?
I’m getting nervous now as I was in a similar position a few weeks ago with my payday uk/ express complaints
Sara (Debt Camel) says
I think the spreadsheet may be for adjudicator decisions that have already been rejected. But I would be hope QQ is now trying to get a “clean start” by accepting new adjudicator decisions like yours.
Sam says
I accepted my offer 2 weeks ago and was contacted 5 days after that with an email asking about my bank details. I am still waiting for the money. Apparently there is a huge backlog. I have tried to ring a few times but get no answer so I guess it is just a waiting game.
Chris says
Progress on QQ complaint for anybody interested:
Adjudicator ruled contracts 7-31 (all over 6 years) should be refunded – July 11th 2019
QQ rejected – July 25th 2019
Adjudicator ‘negotiating’ with QQ. Rang FOS yesterday to get progress report. Very nice chap on the line who emailed the Adjudicator on my behalf to prompt them to give me an update. So – not on the magic spreadsheet unfortunately. Can’t say if the negotiation will be quick or lead to anything but, as the guy on phone said, the point of the negotiation is to stop it having to go for a final ruling and thus adding further delays.
I know the FOS have been criticized in all of this but my sense is that they are following a rational process and doing it with our best interests in mind.
Sara (Debt Camel) says
I am hoping (but have no information to support this) that this “spreadsheet” will be the first batch, and that there may be another one later.
Even if that doesn’t happen, removing a few thousand cases from the Ombudsman queue is going to make the rest move through a lot quicker!
David says
I don’t understand…. if the FOS have accepted and written to QQ advising to perform refunds, are QQ now looking at these again?
I got my FOS decision in April but heard nothing since… am I back in the queue? :-)
Sara (Debt Camel) says
QQ has agreed to accept a lot (several thousand?) of adjuidcator cases it had rejected.
I am hoping when this lot have been sorted, it will start on a second large batch of upholds. In the mean time, you are in the Ombudsman queue and it has just got a lot shorter, so your Ombudsman decision will come sooner.
David says
Ahhh I see. I got confused, didn’t read the original post properly. Thanks Sara!
Alice says
I phoned quickquid yesterday, the person I spoke to didn’t have any further info such as the settlement figure, but I updated my bank details and was told a case handler would be in touch within 48hrs. We shall see. If I could somehow get the money by the middle of September it would make a HUGE difference so, to be honest, I just plan on being a pain!
Craig Wallace says
What number did you phone QQ on
Karen says
I rang the Fos yesterday for an update as my adjudicator hadn’t responded to my email sent a week ago. I asked if I was on the spreadsheet as I hadn’t received a letter. Was informed that I wasn’t,so my case is just remaining the same. QQ refused the adjudicators ruling in may. My loans were only in the past few years. I’m asssuming all those on the spreadsheet are loans over the 6 years?? The person I spoke to yesterday couldn’t confirm this.
Phil says
How long does the adjudicator normally take to issue a response after the 14 day period after their initial decision has elapsed?
Mine is up tomorrow and I wondered how long i will have to wait to hear if QQ had agreed or rejected the adjudicators recommendation.
I’ve just past the 13 month mark since it went to the FOS
Wayne says
I called my Adjudicator 2 weeks after the 14 day period had ended as I hadn’t heard anything. I would wait a week, then call up if you’ve not heard.
Phil says
Thanks Wayne, did QQ reject your adjudicators decision?
I assume it will be a quicker response if QQ have accepted it
Wayne says
Hi Phil,
Yes QQ rejected the adjudicators decision.
I would guess if QQ do accept then you’ll find out pretty soon.
Hope you get your money back soon.
Rich says
Hi Phil,
it took over a week for QQ to reply to the adjudicator with a decision and surprisingly accepted their full opinion. which is ridiculously quick! all my loans were over 6 years and totals 4k refund.
It seems like there has been a mix of experiences by reading comments here, but more recently QQ are accepting more opinions than before.
Keep pushing your adjudicator for an update because from my experience they can be quite slow in communicating a creditors decision unless you prompt your adjudicator. They have so much on so things may slip through the net. Like you my complaint has been with FOS for like a year..
Good luck and thank you Sara for this site.
Phil says
Thanks for the information Rich
Fingers crossed they accept the decision.
I will start chasing the adjudicator on Friday if I haven’t heard anything from her
Phil says
I chased up my adjudicator today to be told that there had been a minor change to my original decision following an internal FOS review.
A new letter has been sent to QQ so another 2 week delay while they respond. She didn’t give me the full details but QQ hadn’t agreed with the initial recommendation so I don’t see the point in asking them again over a minor variation.
In 2 weeks i will be no doubt told that QQ have rejected it and that I will go in the queue for an Ombudsman review
I’m starting to lose faith in the system now.
Mark Burns says
HI to all. My complaint has been passed to the Ombudsman on July 2nd as QQ didn’t agree with the adjudicator who found in my favour. How long does it take generally if it’s in the hands of the Ombudsman please.
Thanks in advance.
Mark
Sara (Debt Camel) says
past experience really doesn’t mean anything here. QQ are in the process of accepting thousands of decisions they had previously rejected – so the Ombudsman’s queue has just got a lot shorter!
Mark Burns says
Thanks for the quick reply. I’m not hanging on for the money, just thought it would be nice to know when I could expect an offer from QQ.
On another topic, do the FOS work out how much should be repaid or is it purely down to QQ to make an offer?
Thanks again.
Mark
Alex says
Hi,
Mine after exactly a year of the rejection of the adjudicator uphelding my complaint on my favour now QQ has accepted to pay me. I am waiting for an offer based on the 7 loans from 3 to 7.
Mark Richards says
I have read above that 90 % of adjudicator decisions are upheld by the adjudicator. Is this still the case?
My timeline:
QQ Complaint to FOS : August 2018.
FOS Adjudicator Decision: July 2019: Upheld compliant. (QQ had till 7th August to respond)
Update: 13th August : QQ rejected decisions due to age of loans (2012-2014)
Not sure what happens now??
Will i get a copy of QQ response to the adjudicator? – Will this now go to the Ombudsman? Am I going to be waiting months!!
Cheers,
Sara (Debt Camel) says
The 90% figure is the one the Ombudsman says across all its areas.
For this particular objection, it will depend why QQ say the older loans should not be looked it. If it was a general “they are too old” then the Ombudsman will not normally pay any attention to it. But if QQ argue there is some reason why YOU should have known you could complain earlier, the ombudsman will have to look at that. Looking at your the email address you have provided, I wonder if that gives a clue to why QQ may be trying to argue that you know more than the man in the street?
You can ask for a copy of QQ’s objection.
Matt says
Hi,
I have begun a claim with quick quid recently and just had my subject access request back totalling 31 loans / extensions!
These range from December 2011 until September 2013.
As only one loan is within the 6 year limit how likely am I to receive an offer? Is it worth me going to the FCO as there are so many loans?
Thanks
Sara (Debt Camel) says
I’ve given up trying to guess who will get an ok offer from QQ.
But if you don’t, you should certainly go to the Ombudsman! If you aren’t sure, come back here and given some details.
E Clarkson says
I’ve been about a year with FOS with a complaint against QQ. Initially they disputed the loans over 6 years old, FOS overruled and I got a letter 1st August stating that adjudicator has ruled in my favour. Called for an update today and have been told that QQ are now saying that I didn’t complain within the 3 year time frame. FOS asked me some questions around how I found out I could complain (even though adjudicator) has outlined this in the letter. Is this just the normal process and delay tactics from QQ?
John says
Very much so in my experience, perseverance is the key.
John says
Received FOS letter Monday saying Quick Quid has accepted their assessment and will take up to 6 weeks etc.
Tried calling quick quid on a few occasions to speak to the case manager for my case to get an idea on amount and timeline for redress etc. and I have only ever managed to speak to their American Enova team, all calls seem to be routed to the US each time I call. 1st call they updated bank details and said they would pass this on to the case manager and ask them to be in contact with amounts etc.
When I called a 2nd time and asked to speak directly to the case manager I was advised that ‘they do not have phones’. Only contact method is via foscomplaints@enova.com the call handler would not let me speak to the case manager directly and said this was no possible, but I guess without a phone that would be difficult.
I estimate redress to be in the region of 1800 but since this was from 2008-2011 I have no details on loans, rollovers, amount paid in interest so I am very much in the dark and at their mercy which is a worry as they have not been very ethical so far.
John says
I have the following information:
Principle loan start loan end loan duration in days
5 275 01/04/2008 27/05/2008 56
6 225 03/06/2008 26/06/2008 23
7 200 01/10/2008 28/05/2009 239
8 150 04/01/2010 26/03/2010 81
9 200 07/04/2010 28/04/2010 21
10 400 29/04/2010 28/10/2010 182
11 200 08/11/2010 26/11/2010 18
12 200 10/12/2010 24/12/2010 14
13 250 20/01/2011 28/01/2011 8
14 200 04/02/2011 28/04/2011 83
15 200 17/05/2011 28/07/2011 72
16 400 28/07/2011 27/01/2012 183
Not sure what the interest rate was back then but I seem to recall something like £30 per month for every £100 borrowed
There are some particularly long loans there due to multiple roll-overs e.g. the last one at £400 for 183 days
The FOS summary grossly understated the loan duration in days so the last loan number 16 they stated as a duration of 62 days but they got the correct start and end date, so I assume this is a clerical error. Loan number 7 they stated was 58 days but it was actually 239 with rollovers.
I hope quick quid do not rely on the FOS summary as this will make a huge difference in amount due.
Alice says
Hi John,
When did you get this information? I’ve not received anything at all from the FOS like this.
Has anyone heard from QQ about their settlement value or when it’s likely to be paid?
John says
QQ sent me a statement for each loan in July 2017 with all charges listed and these date from 2007-2011
it included the breakdown of loan principal, charges and duration and was sent in the decision letter by the Adjudicator in April 2019. The initial objection from QQ was the time bar issue or 6 year rule which QQ have now apparently accepted.
My complaint was lodged in July 2017 with the FOS, so I am a little over 2 years and still waiting, despite the FOS saying QQ have accepted their findings QQ refuse to discuss anything about my claim by email or phone. It looks like they are saying we will find out the offer amount within 6 weeks which knowing QQ’s tactics so far will no doubt be well short of the FOS’s recommendation of
Refunding all interest and charges from loan 5 onwards
+ 8% simple interest from the date of payment to date of settlement on each loan
I will keep you posted
Sam says
So on Monday I am 3 weeks in after accepting offer from ombudsman. On Friday 2 weeks after giving my bank details to FOS. I got an email on Saturday saying it would take 3 – 5 working days to process – however still nothing in my account. I cannot believe it is taking this long 🙄
Rosir says
Hi can anyone explain the process to me, after receiving a letter from the FOS? I had the letter dated 7.8.19, which states QQ are now in agreement with my claim (they refused it and refused the findings of the FOS to start with, it went to the adjudicator, they still disagreed now all of a sudden this letter?) This has been going on since Oct 17. Do I now have to wait up to 6 weeks to find out what QQ will offer, then another 4 weeks for them to pay out? I’d there a way of speeding the process up at all? FOS said they’d now closed my case but we could get back in touch if any problems, but I have no idea what exactly I’m supposed to do, except wait? Many thanks in advance if anyone’s any further along in the process!
Chris says
Hello,
I have just heard from my adjudicator this morning and QQ have disagreed with her findings. They are arguing that my complaint regarding loans over 6 years old were brought to them out of time. I was led to believe that they are paying out on loans over 6 years so how can that argument stand? In mean time I have been advised it will go the ombudsman. Hopefully this won’t drag out for another 8 months.
TT says
Has anyone heard anything from QQ or Enova yet?
Mat says
Yes, I have received a response but only to say someone will be in touch shortly
Ciaran says
Does anyone have contact telephone number for QQ?
Annie says
It’s a waste of time phoning, I’ve phoned last week to make sure they have the correct bank details and phones again today to be told it is with the FOS team and they will be in touch, they will not give out a phone number for them just an email address which I’ve decided I’m going to email every day until they answer. foscomplaints@enova.com.
Good luck
Rob says
I received a response from the enova email address basically just saying they are processing settlement amounts and refunds and will sent these by email as soon as possible
Sam Lade says
I have had enough now!! I accepted my offer 3 weeks ago and got an email on the Friday from
Enova asking for my bank details. I then received an email on the Tuesday afterwards saying they needed final figures from PRA for the outstanding loan. On Sat I was old they had it and the loan would be processed in 3 – 5 working days but then on Tuesday told they did not have the figures. I have sent 3 emails this week with no reply and a phone call today which was useless.
So emailed again and copied in the ombudsman as I think they are holding back payment.
Hopefully that will kick them into gear – I just want a clear understanding of when I am getting this money.
Sam Lade says
And now they are not answering the phone!! Has anyone actually received any response or money in the last week!
Matt says
Hi Sam
Did you call QQ or Enova?
Sam Lade says
Enova 🤦♀️
Lisa says
I had a response from my case handler last Friday saying my refund is now being processed but could take 7-21 days. Haven’t received it yet. Had to chase to get this far!
Ciaran says
Does anyone know if QQ have agreed with the adjudicators finding, is this legally binding?
Laura Carter says
Hi,
I’ve received a letter from the ombudsman saying that QQ has agreed to their decision but haven’t heard anything from QQ. I’ve called them and confirmed my bank details along with sending a copy of my marriage certificate as a name change, but i’ve heard nothing from them. As with a lot of you, I’ve tried to call them for a figure but nothing. I’m just being told to email in, which I have. Has anyone heard anymore from them and could you give the timescales please? They’ve said within 6 weeks but I’m wondering if anyone has had anything more recent?
Lisa says
It was about 3 weeks I git an email confirming refund after sending in marriage certificate. I kept sending case handler emails and phoning QQ everyday. I’m one week in and not received payment yet.
Stu says
Hi all,
I accepted my QQ offer tonight and the FOS emailed them today to confirm I have accepted.
I emailed QQ immediately after the FOS did to give them my bank details where refund is to be paid. They are refunding £2289, could have been more if I went to ombudsman decision but I didn’t want to wait another 6 months with the back log. Missed out on Wonga and Wageday Advance already, didn’t want to miss this one.
Just need to sit back and wait for the refund now, heard QQ are pretty quick 😂😂 at paying the refund. Anybody been in this situation and how long did you wait??
Thanks in advance
Stu
Nick says
Hi . My quick quid refund was in within two days after confirming bank details . It was in excesss of £4000 and was deposited in ten random amounts over a couple of hours .
L says
Hi
Who did you confirm your bank details with at QQ?
I’ve been trying all week, told you can’t speak with the FOS team only email them.
Apparently they have my bank details but I have to wait 28 days….. Its crazy!!!!!
Thanks L
Stu says
I called the complaints team and updated bank details on their system. I also emailed the FOS complaints team my details from the email address I got from the FOS.
Stu says
foscomplaints@enovahelp.zendesk.com
That’s the email for QQ FOS complaints.
L says
Hi Stu
Have you received a reply from the FOS team after you sent them an email.
Did you work out the refund amount yourself or did QQ inform you?
Thanks
L
Mark smith says
Hi Sarah
I wonder if you could assist me I took a loan out from quikquid a few years ago I think in 2015 it took me a few months to pay of as the interest was really high
I have since written to them using your template asking for a full beakdown of all payments I made to them they are now asking for me to provide bank statement and wage slips which I’m not prepared to supply them with
Instead I provided details of the account the money was put in and the account the instalments where paid from should this be enough for now
Is there anything else I can do
Sara (Debt Camel) says
No, you just need to wait for their reply now.
Mark says
Thank you for all your help
Ash says
Hi there,
I’ve just been allocated an adjudicator for my case with QQ, they have written to QQ to say they uphold my complaint and have said they should refund the charges and interested from loans 8-24. They have until 26th August to respond to to the FOS, are they generally on time responding when it comes to the FOS? Can anyone also let me know how I can calculate what interest I have paid in the past, I don’t really get the table they sent to me…
Thanks!
Chris says
The Adjudicator simply lists the contracts you have made together with the contractual number of repayments. If you applied for £500 on August 1st 2019 and agreed to repay the loan with a payment of interest on September 1st 2019 and the whole amount of interest plus capital sum on October 1st 2019, the Adjudicator will list that as 1 contract 2 instalments.
What the Adjudicator does NOT do is list any roll over payments. The only way to work out what interest you have paid in total is to ask QQ for your data. This should include your contracts (these tell you exactly what interest there is) plus all the payments you have made (this will tell you about rollovers). Add all that up and then add 8% simple interest for each year. It’s time consuming – sorry! But worthwhile because you then know roughly what you should be refunded. Cheers.
Ash says
Chris, this is extremely helpful! Thanks so much
Liam says
Ash – I called 3 weeks ago and still awaiting an adjudicator.
When did you originally complain?
Any over 6 years old?
Ash says
Hi Liam,
My complaint was from early March to the FOS but I’be has friends who have put their complaint in later and been dealt with earlier by FOS so not sure how it’s sorted there.
13 of my 24 loans with QQ are over 6 years old but the adjudicator has said because they were from 2011, even complaining now means I’m within 3 years of realising I can complain so QQ should never have rejected to looking into these if that makes sense.
Colin Brown says
I am currently waiting for an ombudsman to pick up my case after not so quick Quick Quid refused the adjudicators findings, they are telling me xmas, does anyone have any experience of this next process behind done much faster?
Sara (Debt Camel) says
Past experience means nothing at this point as in July QQ agreed to settle several thousand cases in the queue for the ombudsman by accepting the adjudicator’s decision which they had previously rejected.
Colin Brown says
What do you think will happen to mine then it was rejected by QQ 2 weeks ago?
Sara (Debt Camel) says
For a long while QQ complaints have just been piling up and timescales have got very long. I can’t tell how much quicker they will now be with several thousand cases removed from the queue, but the previous experience of people waiting 6 months or a year or longer is no longer relevant.