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
Sam says
Hi Sara,
Qq time barred my case, adjudicator made a decision to uphold majority of loans and stated they felt had jurisdiction. QQ disagreed.
referred to ombudsman who ruled they (ombudsman) were allowed to look at complaint.
QQ then challenges adjudicators decision and partially upholds- I rejected this via FOS.
On the same day FOS emails me to say QQ had since agreed with the adjudicator findings fully and would arrange payment in line with adjudicator decision (upholding majority of loans).
I confirm bank details by phone – then get passed around final resolution team and the Enova email only contact.
When enova resound they only seem to know about the partial uphold and not the updated full agreement with the adjudicator decision. I advised of the updated decision by email, but no response ! I called and have been advised to speak with final resolution team on Monday.
Have others had this experience ?
Thanks
Sam
Sarah Harrison says
I had a loan with pounds to pocket now on stride. The Ombudsman have now asked them to refund me and given them till 23rd August 2019 to respond. Has anyone had any luck?
Robert says
My deadline is on Tuesday 20.08.2019 I have not heard anything back neither from CashEuroNet nor adjudicator.
Angela says
I have had an ongoing battle with Pounds to Pocket since last May when they refused to uphold my claim. I sent this to the Financial Ombudsman who upheld 1 of the loans but PTP still did not agree , so it was passed to adjudicator who upheld 2 of the loans and has told PTP to refund me for these 2, plus all the charges and interest . This has all happened very quickly over last two weeks and PTP ( Cash Euronet) have now asked me to confirm my bank details . That was on Friday . They haven’t indicated a refund figure but so glad I kept going with this one . Since stumbling on this site last April, between myself and my husband, we have been refunded over £15,000 !! and not a penny paid to a claims management company .
Craig Benn says
QQ still arguing 6 and 3 jurisdictions and rejected the DMP saying i went into it in 2013 (with no evidence lol) and i sent all communications to FOS from Payplan to show the dates from April 2006-Jan 2012 when I completed the DMP and not been in once since, so dont know why QQ dont stop lying to the FOS and accept the decision from The Adjudicator
Craig Benn says
Oh and QQ have said the below was there refund/Settlement, even though it clearly states that this was courtesy and no where does it say offer or refund, so give in one hand and then again lie to FOS and said this was the settlement lol. Any one think they are playing dirty tricks again.
We write to you regarding loan #36****which had an outstanding balance at the time that you referred an irresponsible lending complaint to the Financial Ombudsman Service. As was our policy at the time, once your complaint was referred, we suspended any collection activities whilst we awaited the outcome of the case as we believed this to be in your best interest. As a result, your loan went into arrears and was reported to the credit reference agencies.
We take customer outcomes seriously and would like to apologise for any negative impact that may have resulted from our suspension of collections activities. As a courtesy, we will waive the remaining balance on your loan, which will take up to 48 hours to process. As a result, you owe £0.00 towards this loan. Additionally, we will correct any adverse credit markings reported on your credit report during this time.
Phil G says
Hi Chris
I’m in a similar situation – I had an outstanding balance with QQ when I first referred my complaint to FOS (probably about March 2018) which sat in limbo for a ridiculous amount of time until around April time I had the same email saying due to my complaint they will now waive my loan, as a courtesy etc which at the time I was happy about however have now received the letter that so many others have received saying they now accept the decision and QQ will be in touch with me within next 6 weeks…..
I’ve emailed them every day for about 10 days so far with no acknowledgement or reply (I’ve emailed their complaints, the foscomplaints and customer support) stating that them waiving my balance was a COURTESY as per their email and that it isn’t related to my actual complaint… therefore I expect the full redress amount to be paid to me…. still no response….
Can I ask where you’ve been getting the most luck to get a response from them?
From the sounds of it and speaking to the FOS whom doesn’t seem to know much, I get the feeling QQ may be in touch within 6 weeks but god knows how long before actually making any payments…..
Cheers
Chris says
Update on the QQ claim: Adjudicator has ruled in my favour but QQ now saying that because I am in a DMP (started in 2013) I should have complained earlier. So, it is now back with the specialist team at the FOS. It is the most bizarre argument I have heard. Had I know about the possibility of making a complaint, I would have done so. As the amount of interest I have paid alone is a 5 figure sum, I would most definitely have complained – it would have made a significant impact on the length of time my DMP has lasted. In addition, my DMP is with Payplanplus – all the money paid in goes to the creditors. They don’t have a role to advise me about whether I should be raising complaints.
Sara (Debt Camel) says
I agree it’s a feeble argument.
Craig Benn says
Same as me and ive sent docs to prove the DMP was prior to loans etc and do not understand why the FOS dont put there foot down and tell QQ to stop being stupid
Sarah says
So while QQ were slow at looking at adjudicators response (were supposed to respond by 29th July) they have just come back and agreed with them and total redress for me is £12,000…. I’m so happy but holding off total celebration until I receive the money!
Hope everyone else gets their responses soon, thanks to Sara for all the work on this site.
Julie says
Hi, looking for some advice!
I only became aware that you could ask for a refund at the end of last week when I received an email regarding Wageday Advance. I had a significant amount of payday loans with Quickquid over an approx 18 month period, continually rolling over or paying back and then taking out another one. I was in a serious mess at the time and in the end wrote to these companies to request a freeze to the counts and an agreed pay back term and amount. I should add that these were over 6 years ago as well. I checked my account on Quickquid and all my loan details have been deleted.
Does it sound as though I would have a case for a refund?
Thanks
Sara (Debt Camel) says
Yes it does. If QQ say they have no record of your loans, you will have to construct the loan details from your bank account and/or email account. But for now, just send QQ a complaint and see what they reply.
Julie says
Appreciate your quick reply Sara. I’ll send the email and see what happens…..fingers crossed!
Julie says
Hi, just to update……have received an email response confirming they will send my loan details within 24 hours and then the standard request for information as you have detailed above Sara. I’ve responded with your very helpful information!
I imagine I have a long road ahead but at least it’s started now.
Trevor says
Anyone heard anything from the QuickQuid letters that they will be in contact with it’s customers within the 6 week timeframe. Still heard nothing yet will be good to hear a story from someone who’s got their settlement and cash in the bank to see the timeframes.
I will keep posted as soon as I hear anything back from QuickQuid but not a lot at the moment.
Sam Lade says
I have still not heard anything 3 weeks yesterday I accepted the offer and they are not responding now and the phone is blocked with so many voicemails. I did complain to the ombudsman so hoping they can help.
Nicola says
It’s getting beyond a joke that Quickquid aren’t responding to calls or emails. My complaint had been upheld by the FOS and I also got the letter saying offers would be made within 6 weeks. But for those who have waited almost 2 years like myself, it would be nice to get some sort of communication from Quickquid since the FOS have closed their side of the complaint. Every step of this whole process has been delaying tactics by Quickquid. I won’t believe that I have truly won this until I see the refund hit my bank account. Anyone else had any joy with this yet?
Rosie says
I’m in exactly the same position. Hoping to hear something soon, have emailed to no avail.
John says
My concern is CashEuro Net may be heading the same way as many other payday lenders such as Wonga and enter administration:
1. They are not speaking to anyone by email or phone and these are people who they have said they will refund as per the Ombudsman guidelines. You would think they would want a quick end to the matter.
2. There are very few people on this thread saying they have received their money under any circumstances
I am starting to feel a little pessimistic based my and others experience here.
Taking the bank details seems to be a smokescreen to make us believe an end is in sight
Sara (Debt Camel) says
I understand why this feels very worrying.
They have several thousand complaints to settle within 6 weeks. Each one has to be handled manually – someone has to read the adjudicators decisions, work out which loans are to be refunded, calculate the refunds (complicated if the last loan was sold to a debt collector) and 8% and tax, generate a payment instruction to customer and to HMRC, work out the corrections to people’s credit records, send customer an email.
They must be buried under emails and phone calls at the moment which must be getting in the way of doing the work. I wish they would be more open about when people will get paid, then people would be more relaxed.
I too will be happier when people start to be paid.
Sam Lade says
I agree they just need to open – when they take the bank details they should explain that it can take up to 6 weeks to process and that when we receive the refund we will get a full breakdown. Just taking our bank details and then expecting us to just wait without any sort of process must be making it way more difficult for them. I did manage to speak to someone today but he said he would speak to the handler and if I have not received money by Friday to call back – I don’t hold out much hope if I am honest. It will be 3 weeks on Friday since I gave my bank details out.
TT says
Hi Sara
On their reply email there is this number 020 3859 2760. Should we be chasing them or let them get on with their work?
Sara (Debt Camel) says
Do they have your current bank account number? Was a debt sold to a debt collector?
TT says
Yes they have my bank details and I did owe about £500 but they said they waived this so I owe nothing
Sara (Debt Camel) says
ok, well I am not convinced that making yourself a pest and contacting them achieves much , but I understand why people want to give it a go.
TT says
I guess, just very frustrating and I’m not convinced this is legit. Think its a fob off tbh and QQ are going to drag this out until they are bust
Sarah says
I spoke with them today on this number just to politely ask for some guidance on next steps after accepting offer yesterday. I was told the name of my handler and that she has received my email but case handlers have 72 hours to respond and that she will be in touch with next steps.
I was advised that if I haven’t heard by end of week to call back Monday and they will chase the case handler.
I guess they have so many to work through and it is just taking time. I won’t be pestering but will just politely ask for updates at the times they have advised me to if I haven’t already had updates.
Sam Lade says
I tried that and it makes no difference they just ceased all communication that way. I think we just need to ride it out now and hope for the best but I would not start spending the money just yet.
Rob C says
SUCCESS QQ/P2P update:
Initial complaint 08/02/2018
Rejected 08/04/2018
Sent To FOS 08/04/2018
Dropped over 6 year loans 12/05/2018
Adjudicator upheld all loans 13/02/2019
Rejected 28/02/2019
Ombudsman upheld 05/08/2019
Bank details given 07/08/2019
Redress received in bank 20/08/2019
Long wait 18 months later, but £8300 redress now received. This was straight from ombudsman decision, not part of spreadsheet mass settlement that was 2 days after I received decision from Ombudsman.
Hold on in there you’ll get your settlement and hope this helps.
John says
This is encouraging Rob thanks for the update. You are one of the few I have heard have actually received their money. If they are still settling claims this is very positive!
Sam Lade says
That is great news you are just a couple of days before me – did you get any more confirmation from them before the money came in? Or did it just arrive in your account?
Rob C says
Hi got 16 emails for various refunds saying processed payment, qq seem to break there refunds down. 10 mins later money was in account, and about half hour after that, I had an email stating the breakdown of the settlement, very odd way to go about it, refunding before giving settlement figure.
Alice says
I’ve had a response from Enova:
Thank you for your correspondence. We are currently preparing your settlement and we will be providing the settlement amounts and expected arrival time as soon as possible.
We appreciate your assistance with this matter.
If you have any queries in the meantime, please don’t hesitate to ask.
Kind regards,
Stuart Rowley says
My complaint was sent via a claim company.
It was originally reflected then the adjudicator wrote and advised them to refund.
I have had an e mail from QQ and they have advised I will be refunded and they are working out the amount and they have a 6 week timeframe.
I wish I had done this myself as they are charging me 25%
Sara (Debt Camel) says
yes, it’s a fortune to pay for them send a couple of easy emails, isn’t it :(
PHum says
Are there any people on here that had the letter a couple of weeks ago from FOS which says QQ have accepted the FOS decision ? I emailed QQ with new bank details and explanation of acceptance – they emailed back saying “Please be advised that we have corresponded with your adjudicator regarding their recommendation. We will await an acceptance from FOS before moving forward. However, if your banking details have changed, please provide your full banking details and we will update them”
Anyone else know whats heppening?
Sara (Debt Camel) says
Have you accepted the adjudicator decision? If not, you need to tell FOS this now.
And send any new banking details to QQ.
QQ are doing this with a few thousand cases
PHum says
Hi Sara – The letter stated that “casheuronet has told us that it accepts our assessments. So it is going to settle your complaint in line with out recommendations – You should hear from Casheuronet by 6 weeks with full details of its settlement”
Since then I have emailed QQ with new bank detail and asked them what the next step was – and that was their response above. So do QQ know that the FOS have finalised and closed my complaint?
thanks in advance
PHum says
I have also sent the letter to QQ.
Sara (Debt Camel) says
Have you told FOS you accept the adjudicator decision? You may already have done this…
PHum says
I didn’t know I had to to be honest – with the letter coming from the Ombudsman leader saying that they have made the decision to uphold the adjudicators findings – at the end of the letter it says “We will now close your complaint – but if you have any questions, before or after Casheuronets settlement – please let us know”
have you seen this before?
Lu says
Hello , I am in a similar position with QQ. Received a letter from FOS advising QQ had finally accepted adjudicators decision and my complaint would be closed and a settlement emailed to me within 6 weeks. I emailed QQ asking for more information but they have replied advising I need to speak to my adjudicator?! Not too sure what to do
Sara (Debt Camel) says
same question as to PHum – have you already told your adjudicator that you accept their decision? This matters – it’s your right to turn it down and ask for the case to go to an Ombudsman to get extra loans included. One person here is doing just that. I am not suggesting that you should, but QQ do need to know that you have told FOS youaccept the adjudicator decision.
Sara (Debt Camel) says
yes, that is routine. I suggest you double check with your adjudicator that you have formally told FOS you accept the decision.
Lianne says
Hi,
Yes received a letter from the Ombudsman Leader. I emailed QQ with my bank details, they have been updated. I also emailed their FOS team email is foscomplaints@enova.com
I had a, reply today they are preparing my settlement and will provide details as soon as possible.
Its a waiting game now.
Thanks
Lianne
dazza114 says
All
if this helps I received the following from Enova who seem to be the main players in the redress this was sent to me on Monday 19/08/2019
Dear Sir/Madam,
Thank you for your email. Please be advised that we’re working hard to resolve your complaint – we’ll correspond as soon as possible with more details regarding redress and a time frame to expect the business to close the complaint.
We thank you for your patience in this matter.
Kind regards,
Robert says
Hi guys,
CashEuroNet /QQ, Pounds to Pocket/ failed to reply within two weeks that they were given by the adjudicator so she decided to give them another two weeks. I am annoyed but it looks like there is not much I can do about that. Has any of you had similar situation?
Thanks,
Robert
Oracle85 says
I’ve got a complaint ruled in my favour. My adj saying its a 2 week deadline but Casheuronet very slow at moment and swamped and they see it as a brief guide basically. Hopefully there mindset has changed and start to accept these adj decisions.
Charles says
Hello all,
I have, amongst many others, received my final assessment from Financial Ombudsman in a “you should hear by six weeks” letter from QQ a couple of weeks ago.
I have since contacted QQ on the official website as well as emailed Enova with my bank details. Enova have today replied with following email:
“Thank you for confirming your banking details. We have not yet received correspondence from the ombudsman in reference to your ombudsman’s final decision. Once received, we will then contact you directly in a separate correspondence with the closing details to the redress.”
I am not sure if this is due to the backlog of complaints they are dealing with or perhaps all of our complaints get pinged around via FOS > QQ > Enova, who then finally settle. I have replied to Enova with my FO final decision letter enclosed in the hope that they can reference it to progress the settlement.
Laura says
Morning Charles,
I’ve received exactly the same which is worrying. I hope it’s just an error on their behalf as the FO letter was dated the 7th so I was hoping to hear soon. I don’t want to pester them, but after nearly 18 months, the last sprint seems very painful!
Charles says
Morning Laura,
I know exactly how you feel, mine is on just over a year since the original complaint was submitted! Looking back now and knowing that we are so, so close to putting this saga behind us is what keeps me going! Let’s remain patient and hope that we get our settlements in place before too long!
Julie says
Hi, further to me sending my initial complaint (just a couple of days ago to QQ), I have now received an offer.
I have gone through the loan info that I have (requested and received from QQ) and it appears that they have “missed” some of my loans in the breakdown they have provided. I am also struggling to understand why they have upheld some of the loans with the reason “repayment accounted for too much of monthly disposable income” against loans that are significantly less than others, yet these have not been upheld?
They have offered just over £1k but I work it out at over £4k.
They have stated this is their final response, should I now just forward my details to FOS to pursue? What’s the best way to do this? Is it by email or in writing?
Thanks…..still a bit surprised that I have received an offer so quickly or is this how it usually works?
Sara (Debt Camel) says
That sounds like a poor offer. Unfortunately, QQ don’t listen if you go back and try to negotiate, so unless you are happy to take the cash offered now, you need to send this to the Ombudsman. I think FOS’s online complaint submission is the easiest way: https://www.financial-ombudsman.org.uk/contact-us/complain-online
Julie says
Thanks Sara, I agree it’s a poor offer and their explanation for the ones not upheld is nonsense!
Thanks for the link, I’ve now sent this on.
I’ll update further as and when I hear anything further.
Julie says
Sorry, another question….do I need to go back to QuicQuid to advise I’m not accepting?
Thanks
Sara (Debt Camel) says
you can tell them, but if you don’t, FOS will.
Letty says
Hi everyone, sorry if this question is answered above and I’ve missed it.
I had 12 loans with P2P between 2013 and 2018 (of which 7 were top ups) and multiple loans with QQ, though the details of most of these have been deleted from my account. I think there is a good case for unaffordablity, since I was topping up, using other high cost borrowing, then in arrears elsewhere and had defaulted on other credit before the last one was taken out.
I want to submit a complaint for the lot in one go- which email address would you advise me to start with? Should I complain directly to OnStride, or Enova? Or Casheuronet?
Thanks in advance for the advice.
Letty
Craig Benn says
So phone call to FOS, and it appears QQ giving FOS runaround again
1) Complaint sent to QQ Feb 19
2) Complaint rejected as they say out of time, April 19
3) Sent to FOS April 19
4) June 19 Adjudicator upholds 5 loans and advises QQ to refund all interest and fees for all loans that are from 2011-2012.
5) July 19 QQ reject decision by Adjudicator saying FOS have no jurisdiction to uphold and say i was in DMP in 2013 and should of complained then
6) August 19, sent all documents from payplan to FOS to show DMP was from 2006-2012 and DMP stated that no advise or instructions were given to make a claim.
At no point yet as FOS sent this information to QQ and told them to stop messing around and accept
QQ have not even provided any so called documents i was in a DMP in 2013 (which i was not) but FOS say they now got to review all evidence
It’s becoming a joke
Jennifer says
I have just received an offer from the FOS regarding a complaint I made in December 2018 against QQ. I had a total of 19 loans between 2014 and 2014. They originally disagreed with the adjudicators decision to refund all interest and charges for loans 3-19 and offered me £1700 to settle loans 14-19 , I refused this and they have now offered to pay the full amount on loans 3-19 recommended by the FOS £5992.94 I have accepted this offer.
Sarah says
Quick update,
I accepted on Monday, emailed the same day with my bank details. Called the number that people have posted on this forum the next day and told the name of my case handler and that she would be in touch by the end of the week, and to call back Monday if I haven’t heard.
Sure enough my case handler has emailed today to let my know they have received my acceptance and that they have 6 weeks to pay the redress and that they are just confirming amounts. So as long as I have it by the end of the 6 weeks I’ll be happy and try to be patient! I emailed her back to thank her for her update. I’ll update when I’ve received so people can see timeframe from acceptance to payout, but they are communicating at least :)
J says
Hi Sarah, how long did the process take from the point you complained to FOS?
Thanks
Sarah says
Hi,
I complained to FOS in November 18 and was picked up by adjudicator in July 18, took QQ 2 weeks longer than it should have to respond but I think I am one of the lucky ones where they are agreeing with adjudicator now rather than some of the guys here who have sadly be waiting up to 2 years for their redress to be sorted.
The final stretch feels so long (am I’m only 5 days into the stretch!) hopefully they pay up in the time frames they said they would!
J says
Thanks Sarah
Sarah says
I’ve since had an email from my case ha felt to say that they will try to settle within 5 working days from yesterday…. but that they have 28 days from date of acceptance. My case handler has been really great at emailing and not having any a problem with them not answering my emails. It is t immediate but they do answer.
I’ve just said that I’ll keep my fingers crossed for 5 working days but understand that it may take 28 days. We’ve waiting this long and another 3 weeks (accepted nearly a week ago) isn’t too long! So long as they stick to that!
Robin says
Hi all
Today I received a phone call from my FOS adjudicator informing me that they recommend QQ redressing 7 out of 13 loans I had with them. Good news that a decision has been made after almost a year after my original complaint. My question is, how are QQ at accepting FOS adjudicator decisions and do I need to be prepared for anything else before I can start to hope to see my redress?
Sarah says
Mine was accepted from adjudicator but 2 weeks after the deadline. It came eventually.
Sam Lade says
Morning update from me this morning. Spoke to FOS and finally got a response. Apparently they have 28 days from acceptance to pay out so I should have my money by the end of next week. I just wished they had been open about it from the start. Will let you know once received and wish you all good luck
Kyle says
Hello… so QQ had till yesterday to respond to adjucdicators decision but she is on holiday so I wont find out until tuesday. If they dont agree with her decision and I take further with the ombudsman, how much long will this take please?
Sara (Debt Camel) says
Hi Kyle, this must feel very frustrating, but I suggest you wait until you have the response from QQ before worrying about this. At the moment QQ timescales are pretty unpredictable.
TT says
So, the FOS was told 6 weeks by QQ on / around 2nd August, then I received the letter from FOS on 9th August. Does the 6 weeks start when FOS got notified or from when i was notified?
It has been 2 weeks since I was notified so hopefully hear something soon but I also know that QQ are always late responding!
Mr&mrsC says
Hi everyone. Adjudicator at FO rules in our favour with QQ. We had 34 loans. All but 5 over six years old now, but weren’t at the start of the process 18 months ago. Adj rules loans 4-34 shouldn’t have been paid to us and to issue a refund of the interest and charges etc plus 8% interest. We get this be approx 9.5k. QQ have till 5 September to respond. Hopefully the end is in sight
Mrs W says
Update:
Sent my complaint to FOS in October 2018 after complaining to QQ and only being offered about £37.
Got an adjudicator 6th August 2019. They ruled in my favour and agreed all loans( around 12 in total) were unaffordable. QQ responded quickly and agreed with adjudicator. Confirmed my acceptance letter and bank details payment came through 20th August 2019. £680 refunded quickly into bank account. So pleased…. thank you Sara and everyone on here for your help and advice.
Sid says
So yesterday was deadline for me regards QQ challenging the adjudicators decision (of upholding my compliant)
By the sounds of things – this does not mean I am close to the finish line?
Was hopeful QQ would accept adjudicator decision so the process could end.
Could be a long slog ahead going by the above comments
I have a mixture of loans before and after 2015. The adjudicator was upholding loans 3-11.
Stacie says
I am one of the ones who was on the spreadsheet. I have been trying to find out whether the 6 weeks referred to in the ombudsman letter meant it would be done and dusted within the 6 weeks or whether that was how long they had to get in touch. It seems the latter unfortunately. I had this reply from enova this morning…
“Thank you for your email and confirming your banking details for the refund portion of the FOS settlement. Please note that you will receive the settlement offer for you to accept or decline within the 6 weeks outlined in the letter in which you have previously received.
We appreciate your patience with this matter.
Should you have any further questions in the meantime, please do not hesitate to ask.”
So it could take them 6 weeks to even get in touch and then another God knows how many more weeks thereafter to receive the redress…
Polly says
Hi All,
Pretty new to this site.
Raised initial complaints with Payday UK (5 loans) Pounds to Pocket (1 loan) and Sunny (37 loans) 4 weeks ago. Just wondering if anyone receives a reasonable offer without FOS intervention?
TIA.
Chris says
It’s not an encouraging thing to say but the short answer is ‘no’. PaydayUK are part of ICL which has recently gone into administration. P2P are part of the Quickquid brand. They rarely settle without FOS involvement – although a recent backlog has been partially unblocked. I think Sunny also take their time – but Sunny isn’t a company I have a loan with.
Ash says
Hi Polly,
I had an offer from Sunny, they took the full time to get back to me but they did refund all loans except the first 8 and in total I got just over £3K. This was without FOS. Good luck
Craig Benn says
I have to say and it hurts to do so, that quite a few of the call handlers at the FOS do not have a clue, etc and find it hard to even answer basic questions surrounding your case and give conflicting, different responses to the ones i spoke with a week prior, there is no consistency whatsoever and fills me with dread as to how the next Adjudicator in the jurisdiction team will deal with my claim when they haven’t still sent off the docs i emailed them weeks ago, when they should of been sent back to QQ and said here is the evidential proof of No DMP and we can look at loans older than 6 years old, left hand, right hand is apparent here, rant over
Sara (Debt Camel) says
FOS are unlikely to send off your documents to QuickQuid – they will just take a decision on your case now they have these extra facts from you. FOS normally take a dim view of the “he should have known he could complain as was in a DMP” argument even if you were in a DMP!
eil says
I got this from QQ as well. They claimed that the DMP administrator should have told me I could complain. FOS weren’t chuffed at all and sent them a letter back saying don’t you think she would have complained at the time had she known? It did make me smile but another further delay whilst they decide on the next reason not to pay out.
Craig Benn says
Cheers sara
I was in a DMP from 01/03/06 to 25/02/2012, QQ have rejected The Adjudicator decision over 6 year loans from 2011-2012 and said i entered in a DMP in 2013, with no evidence whatsoever to back it up
Sara (Debt Camel) says
Yes, I understand what QQ have said is wrong. But QQ could just change that to say you were in a DMP in 2011-12, which would be right.
BUT that still wouldn’t be a good reason why you knew you could complain earlier and FOS is generally dismissing this as an argument.
Craig Benn says
Cheers SARA and thank you for all the great work you do for everyone
TT says
Anyone had an offer yet? For people on the ‘spreadsheet’
christine says
Nothing as yet – I did call Enova on friday and they told me they are working on all of the offers – the 6 weeks deadline is from the date on the FOS letter not from the date they informed the FOS they accepted. I am still not holding out any hope, they advised me on the phone they will contact us with their offer that we can accept or reject, surely if they are offering what the adjudicator stated – why would anyone REJECT, doesnt make sense to me.
Sara (Debt Camel) says
One reader had what she thinks was a poor decision from an adjudicator and wants it looked at by an Ombudsman. She is not being offered much and there is a reasonable chance she will get more if the decision is reviewed. That is her right!
Christine says
So does this mean they have agreed to settle on complaints where people originally rejected the adjudicators decision and asked for the ombudsman to review also? I thought they had only agreed on complaints where we accepted the adjudicators decision, guessing this is not the case.
Sara (Debt Camel) says
I am aware of one reader who was included on the spreadsheet of people QQ would now accept the adjudicator’s decision for by mistake. There may be a few others. It is quite reasonable of QQ to say they will not pay out until you have told FOS you accept the adjudicator’s decision.
TT says
Christine, have they replied to each of your emails?
christine says
I never emailed them I just called the number i had on my final response email from QQ in 2017 – the number diverted to Enova in the US. I updated my bank details with them and they said they will send the offer in the 6 weeks from the date on the letter the FOS sent me
Nicola says
I received a reply from them a week ago..
Thank you for your correspondence. We are currently preparing your settlement offer and we will be providing the settlement amounts and expected arrival time as soon as possible.
If you have any queries in the meantime, please don’t hesitate to ask.
Kind regards,
Kirsten
Enova International
(I have continued to email every day to ask for progress, probably not going to get me anywhere though. Just want this over with now. I gave my bank details to them about 2 weeks ago)
John M says
Hi Kirsten,
Do you have the email address you sent this to please? I need to send my new bank details.
In addition I wouldn’t email them every day. They have 6 weeks in agreement with FOS so cannot imagine they will take a day less than 6 weeks to send out these things. I have been waiting since February 2018 so I can definitely wait until mid September I reckon :-)
Thanks
Nicola says
Hi John
The email address is foscomplaints@enova.com (Kirsten is the person who responded to my email) Although I rang up with my bank details.
My initial complaint was 2 years ago. I just want it done with now so I can move on from all of this mess.
Thanks
Nicola
Laura says
I’m getting a total runaround. Was told by the FO that QQ have agreed and that I would hear in 6 weeks (Dated 7th August and from what I can make out, I’m one of the people on the spreadsheet). My case handler is saying that she has received nothing from the FO regarding my case. Called the FO on Friday and they said that they would contact QQ as my case is now closed. This is getting so frustrating as every time I think I’m almost there – Boom….back to being in a queue or even worse, lost again. Hoping it’s all an error and the money will magically appear!!
Sarah says
I’m still waiting on a resolution from snc, is right weeks on Monday and also 247. I think they are normally very good but bit nervous waiting
Charles says
Hi Laura,
I’ve called the FO office today and asked if QQ have been sent the final decision by the Ombudsman (as QQ emailed me to say they haven’t – this was last week).
I have been advised that FO have in fact spoken to QQ higher ups about accepting this and many other decisions made by our adjudicators. The case handler at FO also suggested that QQ responses will vary from handler to handler, so if someone claims not to have heard from FO about your decision, they may just not be in the correct department. Direct quote ‘the higher ups at QQ are well aware about final decision letter you have received’.
The lady at FO office has advised to just stick it out, and contact them if we’ve not received the settlement by 6 weeks from the date on the letter.
Hope this clears it up a bit. As always, I am hopeful! Three more weeks to go until deadline.
Charles
Laura says
Thanks Charles.
I’m just a tad concerned as I’ve given them my bank details and change of name but I’ve received no email to confirm or to acknowledge which a lot of people here seems to have received stating the 28 day turnaround.
Hopeful that I will hear something by the end of play tomorrow but will keep updates on here to give others hope!
Many thanks,
Laura
Polly says
Hi Ash,
Thanks ever so much for your reply and the info. I’m glad you were successful. It’s the first positive tale I’ve heard about Sunny.
Guess it’s just a case of waiting for their response and keeping everything crossed.
Again many thanks.
Polly.
Jimmy says
Morning all,
I have today received payment from QQ for the remaining balance of my redress. Has taken about 6 weeks from final decision from Ombudsman to payout however I did have a discrepancy with the settlement figure provided by QQ which took some time to investigate. I know it is a slow process and frustrating at times but worth it in the end. Good luck to the rest of you and I hope you get what your owed soon!
Mr and mrs c says
Hi. Did your case have to go to an ombudsman or was as decision reached at adjudicator level?
Jimmy says
Case went all the way to Ombudsman.
Hope that helps.
J.
Yvonne says
Hi Jimmy how long from QQ rejecting to Ombudsman making a decision also were your loans under 6 years old?
david says
Hi all, based on some of the more recent responses above, I can only assume as it stands (but, hence why I now ask this) that my case wasn’t part of this first batch of updates / resolutions.
I had my case upheld by FOS in April 2019 but as yet heard nothing back from QQ, or FOS for that matter. What do I do now please, continue to wait or should I chase? I’ve already asked FOS for an update but obviously due to high demand I’m getting nowhere. No point emailing QQ!!
thanks.
Sara (Debt Camel) says
I am hoping that QQ will be doing a second batch after the few thousand on the first spreadsheet has been settled.
I suggest you just wait. The Ombudsman queue has now got a lot shorter!
Mr T says
Hi David , mine was also upheld by FOS in April and then QQ failed to agree however after back and forth between adjudicators and QQ , I also heard nothing much further but finally discovered yesterday that FOS had in fact sent a letter 3 wks ago to my home address to advise QQ had now agreed with their assessment ( I assume I was on that spreadsheet ) . Just a thought might be worth checking directly with FOS if you have moved address it’s possible that letters have gone to wrong address.
david says
Thanks, will have a check, I’ve already sent a request for an update in to them on 20th august but not heard back as of yet.
Jo says
My complaint is just sitting in a que I’ve emailed the adjudicator yesterday to find out if there’s any progress and if I’m on the spreadsheet she came back today to say it’s still in the que for the ombudsman and no timescale as to when it will he looked at so assuming it’s not on the spreadsheet, I don’t know how they work out what complaints are looked and in what order as it’s not date order I’ve read comments on here on complaints sent after mine and have been settled.
Craig Benn says
The Adjudicator i had first off never responded via any communication, only to say upheld and the rest of the information i have obtained is by having to call the FOS line every monday for 2 months
Abi says
I think QQ decisions are moving a lot quicker now at FOS so here’s hoping for everyone still in the process. Huge thank you to Sara and others for posting as really does help.
Here’s my timeline:
Aug 2018 – Original complaint to QQ (including loans >6yrs)
Aug 2018 – QQ final response – rejected
Sept 2018 – Sent to FOS
02 Aug 2019 – Adjudicator assigned & upheld majority of loans, including those >6yrs (30 Aug 2019 – QQ deadline to respond to adjudicator)
28 Aug 2019 – QQ accepted adjudicator decision and offer made.
28 Aug 2010 – I’ve accepted offer via FOS Adjudicator and called QQ to confirm bank details.
Does anyone know how long it takes to receive payment?
Taylor says
Hi Abi,
Have you received your payment yet?
Just wondering as a lot of ya are waiting for payments right now.
Abi says
Hi Taylor,
Not yet. I called QQ the evening of offer to confirm bank details and then had an email from Enova yesterday to clarify and confirm my bank details. No timescales for payment provided in the email. I’m hoping to receive in the next couple of weeks.
Abi says
Hi Taylor,
I received my payment this afternoon – emails from Enova confirming refunds processed and should be paid in my account within the hour. Checked my account 30mins later and full refund received. Hope you get yours very soon. From reading the thread, I am wondering whether higher value refunds are taking longer to be paid. Mine as <£2K so perhaps that's easier for them to pay quicker internally…
Richard says
Anyone had a payout from QQ recently? They accepted adjudicator decision 2-3 weeks ago and I confirmed bank details 2 weeks ago. They told me it would be 3-5 working days for the money to be refunded to my account. Nothing yet after 6 working days. I have sent several emails and called up but no answer.
Not sure what else I can do to chase up any more.
Slightly concerned now that something is blocking it.
J says
Hi Richard – I am on day 21 after confirming bank details which suggests that rather than something specific blocking your refund it is simply just how long it takes. Frustrating but worth it in the end I guess. J
Mr T says
Hello that’s great news . I wanted to ask if QQ pay out by cheque or directly into your bank account? I just found out today that they have finally accepted FO decision but I am concerned they don’t have my up to date home address or debit card details. I can see a few people have mentioned that they confirmed their up to date bank details but I have had no request for these from QQ. Did they request by letter or email?
Many thanks
J says
Hi Mr T – I put this reply to a similar question from someone else, hopefully this will help you:
To confirm your bank details QQ ask you to call Enova customer services and they pass this information to the Resolution team who settle your claim. The Resolution team used to take calls but it appears that this is no longer the case, probably due to the huge workload increase generated by the recent block ‘spreadsheet’ decision.
Call 0800 016 3114; they will ask you for your customer ID number and then security questions. Once confirmed they will take your new bank details and email address etc but expect to be asked to confirm all the old ones too. They will pass the new info to the Resolution team and you will get an email from them (around 2 or 3 days afterwards) to confirm receipt and that the 28 day window has started. Don’t expect the refund immediately as it seems to be around 21 days+ currently. Any problems call the customer service team, to be fair they seem to be quite helpful. Hope this helps a bit. J
Mr T says
Hi J, Many thanks for this that’s really helpful. I will try calling that number today.( Fos had called me yesterday as they had returned mail from my previous home address with letter dated 7th August to advise QQ had now agreed with their decision. ) . Good luck to everyone awaiting decisions and subsequent payments.
Stephen says
Looks like they are back to not accepting Adjudicator decisions.
Adjudicator upheld on 4th rollover of 1st loan onwards on 2nd August.
Got a mail back from FOS today to say QQ hasn’t agreed with the outcome and they have raised some further points and this has been taken to a higher level at FOS.
Disappointing but no mention of it going to Ombusman yet from FOS so need to wait and see.
Craig Benn says
This will be continuing to happen until they get fined, threatened to have their FCA license revoked or FOS issues threats to obide by the Adjudicator rulings
Craig Benn says
Did the FOS disclose what those points were?
Stephen says
Afraid they never, would be interested to hear them too.
Craig Benn says
You have to be quite firm and assertive, and request that the call handler advise you as to what points that QQ have raised in detail.
Stephen says
Will do. Thanks for the advise. Much appreciated.
Mr T says
Hello if it’s any consolation, I had similar situation in April with same update that they had disagreed with decision and raised points etc however, fos recommendation did not change , it just delayed things on and off with different adjudicators getting involved and as of 7th Aug, QQ finally agreed with FOS decision and am now awaiting payout. It’s unlikely FOS recommendation or decision will change but may just delay things by a month or two. Good luck.
Stephen says
Thanks, yes will hang in there and hopefully get a positive outcome.
I did chase up for more information on what they disagreed with and apparently it was because I didn’t incur any late payment fees so this didn’t suggest I was in financial difficulty. How this this is related to irresponsible lending I have no idea esp as I was borrowing from other lenders to repay them as FOS see from my bank statements. Oh well will wait and see.
Stephen says
Thanks Sara for this great site! Didn’t realise claiming was an option until I got an email from Wonga.
I’m a bit of a newbie and I have put in a complaint on August 2nd 2019 to QuickQuid. When I was young and stupid I borrowed a total of roughly £6,800 between 13/05/13 – 05/05/15. Does anyone know roughly how much I should expect to claim for and the time period for the resolution of the complaint?
Chris says
You can claim interest and 8% on any loan which was unaffordable or lent irresponsibly. QQ might agree with your complaint – in which case you will get a refund of the interest + 8% statutory interest on any of the loans they agree with you about. Probably, however, they will reject your complaint and you will need to take it to the FOS. At that point, an Adjudicator will investigate and come to a decision. Then you will know roughly what the claim will look like. So, the amount at this early stage can’t be determined.
Stephen says
Thanks Chris/Taylor. I phoned quickquid today who said they only have record of two loans and the rest was my ‘line of credit’ which was confusing. I have all the bank statements showing the amounts crediting in which I hope will save me haha. Will see what comes through in their final resolution letter anyway.
Also got a notification from Wonga today saying total claim amount was 6,563.17 but what I would receive will be significantly less but will be paid by 30 Jan 2020. Not sure how enthused to be. Think will be lucky to get 1k
Taylor says
I’ve been waiting 2 years for my redress :) Good luck with your claim.
Amanda says
I have had an offer try fos from quick quid. Its says 28 days turn around does it normally take this long
Sam says
I accepted my offer from the Financial Ombudsman on Monday 29th July. FOS contacted me on 2nd August for bank details …. still no money!! I am hoping tomorrow as that would be 28 days but they could mean 28 business days so they could be another 2 weeks 🤦♀️
Fiona says
This communication is in regard to your outstanding FOS complaint. To accept our offer and ensure your redress is quickly processed, please reply directly to this email with the sort code and account number of the bank account you would like your funds sent to. Failure to do so may result in delays to your refund being processed.
We refer to the recent Financial Service Ombudsman (“FOS”) communication to you (or your Claims Management Company) regarding your complaint. We write to confirm our agreement to settle as per their recommendation and have provided a breakdown of the redress due to you:
2.5 years down the line I received this email today. I was on the spread sheet. Nearly over I hope just need to wait till money is in the bank.
TT says
Hey all
I’m on the spreadsheet and received a redress offer this morning from QQ Enova and I will probably be accepting it tomorrow morning after I have worked out the figures
Nicola says
Hiya
Please can I ask how long was your wait from the date you got the FOS letter to the offer from QQ? Thank you
Nicola
TT says
Hi Nicola
I received the FOS letter on 9th August and received email this morning with the offer
Kara says
Great news! Was the offer in line with what you were expecting?
Mr T says
Great news! Can I ask what the email address was ( QQ / enova) that you received your offer from? I have had nothing through from quick quid to advise redress amount . Many thanks
Stacie says
I received my letter from FOS on 7th Aug and have today received email from Enova with their offer. Not sure how long the wait is now to receive the redress. Fingers crossed not too long.
Alice says
Those who’ve received their offers from the spreadsheet, are they in line with expectations? Fingers crossed I’ll have my offer soon too, hurrah
Stacie says
The gross redress was around £15/£16 less than I had calculated so could’ve just been how I had added it up. Also need to remember that they hold 20% of their 8% back for tax.
Laura says
Stacie, what date was on your letter from the fo please and what correspondence have you received from QQ?
Stacie says
The letter from FOS was 7th Aug and I contacted the enova (who are dealing with all payouts) email with bank details. All they kept saying was that they were working out the redress and would contact me once they had. I then got an email from enova yesterday to explain the redress amount and they said replying to the email with my bank details was my way of acceptance. I did this immediately but haven’t received an acknowledgement as yet.
Taylor says
Stacie, I got my letter on the 7th Aug.. so hoping I get my redress details over the next few days, I’ve approached them with my bank details already and they confirmed they have received them.
Can I ask in the settlement offer – do they provide a break down of how they have worked this out? Or do they just provide and overall figure of redress? I have tried a couple of times to work mine out so I know roughly what to expect.
Stacie says
Hopefully you hear something soon.
Not as such. They give the amount of redress, then the amount of interest, then they tell you what they are withholding for tax and then give a net amount of what you will get.
TT says
Mr T,
Email address: foscomplaints@enovahelp.zendesk.com
Alice, yeah I think they have offered me the right amount. Need to double check with my fella when he gets home from work as he’s good with this type of stuff
Craig Benn says
Well where do i start my rant about the incompetent Adjudicator i was assigned on the 18/7/19
As on my last rant QQ had refused to accept the Adjudicator decision and said FOS cant look at loans over 6 years and i was in a DMP from 2013, which i wasnt. The following is what i found out from a brilliant, courteous, helpful call handler when i called today…
Sara (Debt Camel) says
Hi Craig, I read and then deleted the three extremely long comments you left.
This must be very stressful. I understand it feels outrageous that QQ said you were in a DMP in 2013 when you weren’t and you have provided documents to FOS proving this. But as I said before, you were in a DMP earlier and QQ can just correct their mistake and point that out… so this isn’t the vital piece of evidence you think it is. But as I also said, FOS is not impressed by the “he was in a DMP so he would have known earlier that he could complain” argument from QQ.
I also understand it’s annoying to think your adjudicator wasn’t helping your case forward. So you have written and asked for it to go to an Ombudsman. That’s fine.
Hopefully you will get some news about progress soon.
Craig Benn says
Sara
Sorry for Rant, got in from work and got wound up, apologies
Sara (Debt Camel) says
no problem :)
Alex says
Hi all,
I’m looking for a little advice please if anyone can help?
I’ve just received an offer from Quick Quid for £5331.82. When I check the total amount of interest & fees I paid across the loans, the total comes to £6674.61 (a difference of £1342.79).
I just wondered if anyone here could advise (based on their experience) whether or not it would be worth me taking my claim to the Ombudsmen for the difference (given how long the process can take and how involved it gets), or is the offer from QQ a fair one?
Thanks
Craig Benn says
Personally, i would reject, the difference isnt a small amount like a couple of quid or something, nor an amount to be sniffed at, it shows their distain to previous customers who they feel as how dare they want money back from us, but thats my view
Sara (Debt Camel) says
If you send it to FOS you would probably not get a refund of all the interest.
I think the decision about what is “fair” is quite personal. Some people feel they were very badly treated and they want every penny back they can get. Other people are happy to get a good amount now with very little fuss.
Elizabeth says
Thanks for sharing Alex.
May I ask when did you submit your initial complaint to QQ? (I would be inclined to accept and move on, if I was you)
M M says
Alex, I calculated a similar amount for my redress (awaiting confirmation of this from QQ) but looking at the figures, sounds like the difference is the 20% tax that they deduct if you hadn’t taken this into account?
Craig Benn says
One upside is you can claim that back from the Tax office if it is the 20% tax thats the difference, and tax will refund you usually in around 6-8 weeks from submission of tax refund
Stephen F says
Has anyone received a wonga notification today? I got one saying total calculated interest by administrators was 6563.17 but what I get would be significantly smaller than that due to them going under. Wonder what the final amount will be?
Chris says
My amount is around £4460. I’m expecting 5p in the pound…
M M says
True, but one can only claim £200 back of that tax
Chris says
I think it’s more than this – you are allowed up to £1000 tax free.
Zoe says
Hi there
Just to say a massive thank you to this site. I attempted to claim money back from QQ last year but was rejected so sent it to the Ombudsman after reading advice on here. I had forgotten all about it until I got an email a couple of weeks ago from an adjudicator saying they had decided in my favour. I had a 2 week but today received an offer from QQ for the full amount of redress (£6500). Many thanks again & good luck to all of you.
Sara (Debt Camel) says
£1,000 tax free = refund of £200 if basic rate tax rate.
Sarah says
Quick update from me with my timeline as I’m now all finished with QuickQuid
September 2018 – complaint raised with QuickQuid
November 2018 – QuickQuid rejected my claim with the usual template. Escalated to FOS
Beginning July 2019 – allocated to adjudicator
15th July 2019 – Adjudicator upholds about half of loans and sends opinion to QuickQuid, given 2 weeks for respond
29th July 2019 – no response from QuickQuid and so escalated by adjudicator to ombudsman
19th August 2019 – adjudicator gets in touch to say that QuickQuid have agreed with her opinion. Emailed back same day to say I accept and send bank details to QuickQuid
20th August 2019 – called QuickQuid to ask if they received my email and if there is anything else I should be doing. Advised they received my email and that my case handler would be in touch within 3 working days
22nd August 2019 – case handler sent email to say that they had received everything they need and are working out amounts etc and that they have 6 weeks to provide redress.
23rd August 2019 – email from case handler to say they will try to process in 5 working days but may take up to 28 days.
30th August 2019 – £12,600 received into bank over 28 transactions and emails for each one. Final email with total amount and breakdown of refund. And one very happy girl.
Sara (Debt Camel) says
Congratulations!
Sarah says
Thanks Sara,
This website is really great in helping you get back on track. It’s been hard work over the years but have learnt so many lessons and now feeling in control :) xx
H says
Over the 47 months I lent £16,969 and payed a total interest amount of £10,389.34, Makes me feel sick typing in these horrendous figures and reminds me of all the sleepiness nights I had.
I have wrote to Quickquid using the template that you supply but still haven’t heard anything back, only been waiting around 6 weeks which is nothing compared to some of the stories ive read on here.
I have received a reply from wonga with an accepted claim value of £2000 but from what I have read I won’t receive anything near that.
I have also filed a complaint to lending stream but still haven’t heard anything of them but once again it’s only early days.
Im thinking about going to the FOS and was wondering wherever they would be able to look at all 3 together as a whole, is this an option? And also how long does all of this take?
Any advise on this would be much appreciated?
Cheers
Sara (Debt Camel) says
A FOS case has to be against one particular lender.
Now Wonga is in administration FOS can never look at a complaint about them.
QQ is making some better offers at the moment – perhaps not as much as you could get from FOS, but there isn’t much point in trying to work out now what is “acceptable”, you will have their offer or rejection in a couple of weeks.