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
Craig says
Update on my complaint – Quick Quid have agreed with the adjudicator’s findings! I sent an email to my adjudicator this morning as QQ were meant to have replied by the 13th but had heard nothing. Adjudicator replied a couple hrs later to say QQ agreed with their report and were willing to refund me just over £1900 plus over £1100 interest @ 8% (subject to tax). Total refund due £2854. It’s taken a while to get here, but so glad I started this whole process off in June last year. Thank you for the template letters and advice on the site. This includes loans over six years old btw, so keep going those of you that are still waiting!
Anon says
Quite the investigator Anthony…
(sorry if this is a bit insensitive, lighten the mood i thought)
Anthony says
I am not at work at the moment because of my mental health, so I think I have too much time on my hands! Going to stop and be patient now though. Upsetting myself.
I will just say that I spoke to FOS today and they told me to contact them again next Monday if I have not heard anything.
Anon says
Good luck to you Anthony and God bless. Relax and keep busy, go for plenty of walks.
Anthony says
Thank you for the kind words.
I do need to get out a bit more. Weather supposed to be nice for the rest of the week, so will go for some walks.
L says
At what stage are you at anthony?
Are you waiting the 28 day wait?
Anthony says
I have not received anything since the letter from FOS on the 7th August.
Trevor says
Quickquid still not paid out 2 weeks after accepting their offer.
Something fishy going on got a bad feeling about it all.
L says
The most common timescale i have seen where people have who have been paid are saying 2 and a half weeks.
Maria says
I’ll be 3 weeks on Thursday since I accepted my offer via the adjudicator, and updated my bank details with QQ by a telephone call.
I have not had any other correspondence from QQ since.
I’m unsure if the ‘28 days’ mentioned by everyone is 4 weeks or 28 working days which would be almost 6 weeks.
I am not too hopeful if I’m honest, as I can’t see how they can pay out to such a large number of people (my offer is 12k).
Until I actually see it in my bank I’m not getting my hopes up 🤞
Mk says
Im in the same boat as you.
Mine is 14 days today but i have received a email from them on day 7 saying they have all they need and will send me a email once its processed. Post on here when you recieve your funds.
Rob says
I asked them and they said it was 28 working days.
Darren Mallinson says
I’m one of the spreadsheet claimants and had my email earlier this month.
I have just had another email from them around midnight, seems they didn’t calculate things the FOS way, so have sent a renewed offer, looks to be about £500 more than before.
Rebecca says
Me too! Received offer last week, was a little under what I had calculated but was happy with it so accepted. And woke this morning to a new offer that was £500 more than the last and made the total what I had calculated in the first place! Fingers crossed the ball will start moving more now!
Ciaran says
I was on the spreadsheet and received the 7th August letter, redress email just dropped in to my junk.
Anthony says
I have finally got my redress email! Phew! So relieved. Been worrying all day about it.
Amount was pretty much what I thought it would be. Was something on it about an outstanding balance, but it was only small so not bothered.
Nearly there! Guessing it will be a 28 day wait now for funds.
Sara (Debt Camel) says
So pleased for you, a good step forward.
Rob says
I received my offer on the 6th and I sent bank details however I have just received an updated offer with recalculated 8% interest… I have re-sent my bank details. It’s good that it’s been recalculated to highlight the difference in time but what is going on
Laura says
Received an update on my redress. I thought their offer was too low at £851 but accepted anyway. Just got an update to say an error was made and it should have been £1665! This seems a tad high but have accepted it. Happy days :-)
Taylor says
Guys check your junk again! I was a spreadsheeter then received my redress figure at 3am one morning like a lot of others. I replied with bank details .. still awaiting payment. I got an unexpected redress offer amount into my junk last night at 23:55 which I’ve only just noticed. They’ve upped my offer by £300. My other email never landed in my junk so worth still checking your junk.
I notice a few others above have had re-calculations. Looks like a delay tactic to me and it’s a bit odd that they are sending these to folk that have already accepted offers.
Wonder what is going on :(
Lee says
I also received an updated increased offer.
I do believe this is them playing games as the 28 days starts again.
I imagine I’ll receive another offer in a week or so.
This hell continues
Ryan says
I received an email from casheuro net on 6th September with my offer and them asking for my bank details to which I replied promptly. Woke up this morning to the exact same email from them. What’s going on? I suspect they are giving us the run around!!!
Cat says
I have also recieved a new offer last night after receiving the first offer on the 6th of sept. The offer is slightly higher as the interest had been adjusted. If I accept is it 28 days from today rather than the 6th. Seems like this could go on and on if we keep waiting for payment, getting new offers and then having to wait 28 days
N says
I also got an updated figure last night an additional £600 when I had calculated it about right the first time. Very odd how they are doing this to people on the last day that they had to come back to us. Now I guess I will have to wait a further 28 days from now to get my redress!
Ruth says
Me too
It is a surprise and I am not sure this is good. I got the first offer on 09/09 I was waiting the payment and today QQ sent me another amount and and said this is a correct one which is better offer. Really, I am 😟 scared
We refer to the recent Financial Ombudsman Service (“FOS”) communication to you (or your Claims Management Company) regarding your complaint.
We want to apologise for the incorrect offer presented to you in our last correspondence. We write to confirm our agreement to settle as per their recommendation and have provided an updated breakdown of the redress due to you:
Interest and Fees Eligible for Refund
£4454.24
Plus 8% Statutory Interest
£2006.01
Less 20% Withholding
£401.19
Redress Amount
£6059.06
Total Refund Amount
£6059.06
Katie says
I have just got another offer in my email which is two pound different and it says I have to confirm bank details and accept it. I already did this my original offer over two weeks ago. Is this just another stall tactic so I have to wait 28 days from now?
Christine says
Am I now the only one who hasn’t received any redress email at all?
Anthony says
Might be worth a call to the FOS to see if the email has been sent to them. One lady on here yesterday discovered that is what had happened.
Phil G says
No, I’ve had nothing either and all comms have been sent to my correct email before.
Christine says
Well if I’m not alone may as well wait patiently until tonight and see if they make their deadline, if I was the only one I’d have thought they forgot about me :)
Clare says
I’ve still nothing either
John says
I’m one of the spreadsheeters (heard nothing) and my point is this. These are all complaints that have been through adjudicator at Fos then waited there. Quick quid would’ve known how much these redresses would’ve been (apart from the interest) at the time they rejected. In none of these cases would they have been totally blind. My educated guess might be a set amount was allocated to this but the interest being quite substantial has eaten up this amount very quickly. I don’t think those who have accepted won’t be paid. But I suspect us third or more will be made to wait till more money is made available. Does anyone else think the same?
N says
No I don’t think that. I think you will get an email tonight just within the limit. Then I think they will stall for another 28 days for everyone and then I am not sure what will happen!
Andrew says
I find that amazing how a high iinterest financial institution has messed up in this way. I think I should check my old loans in case they have charged me 2236% instead of 2235%, I am now sure that this spreadsheet fiasco is QQ buying more time to either come out with a further argument as to why they should not be paying anyone, or getting their house in order prior to shutting their UK operations .Does anyone really believe the timing of the mistake was genuine. Both were premeditated. They have been very clever to split us away from the FOS who already believe our cases successfully closed. We are now stuck in limbo with our place in the ombudsman’s que now lost.
Phil G says
Not everyone has had a recalculation though – I received my offer on 8th Sept – and I’ve not heard anything this morning. Trying to think positively, after sending out so many emails QQ/Enova then may have realised the error and since then have been working to rectify, work out and resend out correct offers before the deadline date… which is one of the reasons why no-one can get in touch with them or get a reply to an email?
In regards to the UK market, Enova have planned for these payouts and set funds aside for them but the company is still making profit and Quick Quid is still a good business for them so I’d hugely doubt they’re going to go under any time soon. Wonga and WDA were in massive trouble long before they went into admin – and was reported so in the news.
Mr T says
I think you are right that they have re calculated redress amounts as many of us flagged calculation errors with them ( I posted last week that they had omitted 2 loans from my redress and last night I got an apology for error email with corrected amount (3k difference) which I have now accepted. Let’s look positively that they are probably rechecking all calculations based on people advising them of errors. Good luck to everyone and hopefully we will soon see people posting confirmation of amounts deposited in back accounts.
Sara (Debt Camel) says
You have NOT “been split away from the Ombudsman”. If QQ does not settle your case correctly 9and so far they is no inication this will happen – although suspicion is understandadable!) you can go back to FOS and ask for your case to be reopened as it was only closed because of the offered settlement on adjuicator terms.
Graham says
I got an email last night with an apology as they gave me the incorrect refund amount. It should have been about £400 more. I accepted the first offer as even that was more than what I thought. It was nice of them to actually admit the error. I hope it is not going to be 28days from the second email!
Ryan says
My net refund has remained the same on this new email. However, the 8% interest is slightly higher and the withholding tax is slightly higher. As others have said I fear it may be a delay tactic. To be honest I’m just fed up at this point.
Yvonne says
Hi Sara my case was upheld by adjudicator but QQ disagreed it has now been handed to Ombudsman my loans were not over 6 years old any idea why QQ are disagreeing and what’s the chance of Ombudsman overturning adjudicators decision.
Sara (Debt Camel) says
You can ask your adjuidcator why QQ have disagreed. In almost all cases the ombudsman agrees with the adjuidcator – sometimes the number of loans to be refunded is changed sliughtly, up or down.
david says
that happened to me but I got a response and also resolution offer from QQ only a few days after finding out it had been rejected. keep the faith, you never know.
for what its worth, they got the refund offer wrong as they didn’t include an amount which was passed to a debt collection agency (which I paid off in full) so its now gone back for recalculation.
my point is, for me, although I thought i’d be back at the start of a new queue, it came about quite quickly from there.
Craig Benn says
The problem is that unlike Ombudsman decisions are legally binding and can be enforced through courts, Adjudicator decisions are not, so they could say they agree they messed up and make an offer, but in reality it cant be enforced to pay, and then next step is new complaint to be sent to an ombudsman. This is dirty tricks by the top brass at QQ, and they know FOS cant do anything about it.
Sara (Debt Camel) says
No this isn’t right. If QQ do not calculate the right amount, your previous case at FOS will be reopened. You do not have to start again with a new complaint. And you will not have “lost your place” in the ombudsman queue.
Meg says
Has everyone here got to the point of escalating it to the ombudsman? These spreadsheet people what does that mean
Taylor says
Hi Meg, We’ve all had our cases with the ombudsman for about 2 years and then eventually agreed by ombudsman/QQ with a 6 week settlement agreement. 6 weeks is up for us tomorrow and it looks like most have us have not been paid and are still being messed around.
Sara (Debt Camel) says
“the spreadsheet” is a list of old cases that QQ has agreed to settle at the adjudicator decision (which they had previously rejected), so they don’t have to wait any longer for an ombudsman decision. This is good news for all QQ cases, and indeed all cases with other lenders, as it has removed several thousand people from the ombudsman queues which should not be a lot quicker!
Elizabeth says
Let me fist say I am not trying to scare anyone, but I think everyone here has much to fear.
The stalling tacics are evident.
Payouts have been few.
A new email giving hope seems to be coming out every so often to stem the tide.
The FOS seem overwhelmed and happily giving QQ too much rope.
The Ombudsman’s final letter though it should seems to have no power to enforce his findings.
These are just a few of the facts.
I feel everyone here is plaing into the hands of the payday loan companies, as you are doing exactly what they want in WAITING and they need time.
To do what? I think people already know, but some prefer not to face it.
I think it time everyone gets their heads out of the sand.
Take a different course of action, do anything except wait.
I have started taking legal action, QQ are able to play with the FOS, but they won’t be able to with the law.
I will tell you all what happens in about 14 days.
Sara (Debt Camel) says
To anyone else wondering if they should start legal action – Elizabeth is in the unusual position of having a final decision from an Ombudsman. That is legally binding and can be enforced through the courts. Most people posting here have adjudicator decisions which cannot be.
Elizabeth says
And I urge anyone who is in the same position to do so.
Only through a court I feel is the only way to get what you have long been due.
Also in going through the court I hope this story gains traction and the press pick it up.
This is when I shall tell my story at the expense of Quick Quid and the FOS, who I feel have both fallen short in the dealings of my case and in reading here countless others.
Sara (Debt Camel) says
here are the details of how to enforce a final decision from an Ombudsman: https://debtcamel.co.uk/enforce-financial-ombudsman-decision/. It is a specific legal process that should be fast. You do NOT start a money claim.
Clare says
Elizabeth there are many people on here with anxiety about this whole thing
Saying “Let me fist say I am not trying to scare anyone, but I think everyone here has much to fear.”
Will just make things worse and unless you are a solicitor or legal expert then please don’t Scare monger or apply your position to the rest of us.
Elizabeth says
Well they are anxious for obvious good reason.
As I stated plainly before it is not my wish to scare, but enlighten.
And as for “applying my position to the rest of us”.
Well I am informing those who wish to do more than just wait, there is another avenue for thos in my position who were not aware of it.
Don’t be anxious, act.
Clare says
Missed my point completely.
Not to worry, have a great day try not to waste too much of it.
Elizabeth says
Have fun waiting Clare.
I await to hear in the future how far it got you.
Andrew says
I admire Elizabeth for her actions,I wish I had an ombudsman decision as I would be doing the same as you. QQ are still in total denial of any wrong doing jnfact they believe they have been the wronged party and believe that we are collectively trying to still they hard earned profit’s from them.They have tried every underhand truck possible not to pay. They will try many more in the future. So if you a relying on your payout I think you need to be scared as their a group of lawyers, wideboys in the US trying the hardest not to give you that money. They stopped me from getting my owed money for over 2 years.
Elizabeth says
Thanks for your support Andrew.
It will be very interesting indeed to see if those waiting 28 days actually get their money.
Did you get your money after 2 years, was it the amount you expected?
M M says
To those receiving revised offers, how many days difference between the two offer emails? Just wondering if and when to look out for emails in my inbox
Mr T says
Hello I got first redress email at 3am on Sun 8th Sept and corrected redress email last night at 11.55pm.
Hope this helps.
Taylor says
I was the 7th Sept @ 3am and last night at 23:55 I got my revision. It’s obviously all computer generated to send these out as people are getting them all the exact times. Honestly feels like they don’t have the money to pay us :(
Peter says
Has anyone actually been paid out from when the redress email was sent out on Sunday 8th September?
From speaking with QQ they are processing refunds individually, but I have not seen one comment yet where a refund has been processed in the last 10 days
From what batch did someone receive a refund from QQ?
Lesley-Anne says
Hi All
I am not on this spreadsheet that a lot of you refer to. I mentioned it to my adjudicator and he knew nothing of it.
On 2nd Sept, after rejecting the adjudicator decision to uphold my complaint on loans 2 from the 3rd rollover to loan 7, QuickQuid offered to uphold loans 6&7 an refund £1500. I said no as I’m due around £3500 I think.
My case is now with an ombudsman who will review from 30th Sept.
I will update on here as soon as I hear anything. I sympathise with every single one of you. Particularly now QQ seem to be holding everyone off again by recalculating again and restarting the 28 days.
I don’t know if my case will be different as I’m not a “Spreadsheeter” or if I’ll get my redress quicker but will keep you posted.
Good luck to all
Stuart P says
Hi everyone, I hope this helps some of the people still waiting. I complained in july 2018. Quickquid disagreed and it went to ombudsman. May 2019 ombudsman adjudicator decision made to refund loans 2 through 14. Quickquid refused and this was passed to ombudsman. Recieved a letter a couple of weeks later from ombudsman saying quickquid now agree and will be in touch regarding redress. Recieved email on 08/09/19 from quickquid (casheuronet) with a very brief breakdown with no actual figures for me to see how they calculated and the offer was for £775 total. I knew this was too low but when i went to check my online account all my loans had been removed so i couldnt work out the money owed to me. I sent them my bank deyails and told them i wanted a breakdown. 8 days later I hadnt heard anything so yesterday i sent the E-mail below to
ndrew@enova.com
Foscomplaints@enova.com
Complaint@casheuronetuk.co.uk
ShortTermLending@financial-ombudsman.org.uk
Taylor says
Did you get any response?
Alex7824 says
qq, over a year rejected the adjudicator findings on my favour. Back this august they have accepted the decision. i have supplied over a week ago my bank details and no payment has come thru yet. does any have a suggestion? how long does it usually take for them to pay?
thanks
Craig Benn says
Has anyone actually received any funds in the bank over the last month from QQ/ENOVA, or just duplication of similar emails to ensure they comply with the Adjudicator. It does seem weird as they could of paid everyone within a week with their so called state of the art financial technology and expertise.
Kinda guessing they are stalling on the hope people wont chase or send back for the ombudsman.
The FOS really should bring those in charge at QQ to book and start fining them, naming and shaming them
B Curtis says
I replied to email, but rec’d no reply or acknowledgement. A week later I received another email stating an increased amount, I replied but yet again no reply or funds.
I rang the 0800 number today to speak to a person, they hadn’t received an reply from me??
RING THEM, DO NOT RELY ON EMAIL!!
Calm 1 says
Everybody seems to be sharing their circumstances so here goes…. started my complaint against QQ in Dec 2019 which was upheld but the offer from QQ was minute in comparison to what QQ made from lending irresponsibly to me. I took it to the ombudsman in Jan 2019 and allocated to an adjudicator in August 19, from then on things appeared to move fast. The adjudicator held in my favour (within a couple of weeks) on all but a few of the loans and QQ had until the end of August to reply – to date there has been no response from the business.
I am now in a queue to the ombudsman which is likely to drag matters on now for months I presume.
Frustrating for sure but I am quite optimistic that folk will get paid out even though QQ are dragging their feet/completely bogged down with the level of complaints.
Sending positive vibes to all x
Ben Curtis says
Hi
Ring them up and ask for resolution team, they can confirm if your acceptance has been received and what date. They then have up to 28 days to pay, but they don’t have to tell anyone this!!
Does anyone have directors email as this seems to sped up process
Thanks
Gill says
Don’t think I was on the spreadsheet but Casheuronet upped their offer to a decent amount from £800 to £3400 while I was waiting in the queue for the Ombudsman. This was after me rejecting the lower amount at Adjudicator stage. I got confirmation of the offer last Tuesday from FOS, phoned Casheuronet on Wednesday to give them updated bank details. They advised me to contact Enova and gave me the name of the person handling my case. Did so and got an email the following evening, Thursday, to say they’ve updated my details and I will be paid by 9th Oct, so not quite the 28 days, bit of a random timescale. We’ll see! Also got emails from QQ and P2P saying my bank details have been updated.
Calm 1 says
Hi Gill,
Interesting! You able to tell us a little more about timescales at adjudicator stage? ie when did the adjudicator give his view, how soon after did you get a reply?
Clearly no method in QQ madness.
Gill says
Hi Calm1 – great name! Timeline below
Aug 18 – first complaint to QQ and P2P
Dec 18 – sent to FOS
June/July – rang and emailed FOS a few times because was worried about Casheuronet going into administration like my other 3 big claims (like everyone else!)
31/07- adjudicator picked it up she phoned me and told me then what she would recommend . Was happy with that.
02/08 – she confirmed in writing
05/08 – adjudicator advised that Casheuronet had offered a lower amount, I swithered, then
13/08 – emailed adjudicator to say I wasn’t accepting it
05/09 – after a prompt from me, email confirming it was in a queue for the ombudsman
11/09 – adjudicator emailed to say they’d upped their offer to what she had recommended
simon says
Hi all,
I have finally had my complaint allocated to an Ombudsman (apparently on 05/09/19) but didnt know until I rang, hopefully the end is in sight now after 2.5 years. For those that want to know, QQ rejected the adjudicators decision and offered a smaller amount (about half the amount) on 29/07/19 which is when I rejected it and asked for it to be sent to an Ombudsman so took around 1 month to get there.
Simon
Jacob says
Hi Simon,
Sounds like you are in the end game now. My case was sent across to the ombudsman queue end of July like yours. I’m still waiting on this to be picked up. You mention your case is about 2.5 years old. Do you mind if I ask what date you sent your case to the FOS originally. Mine was July 2017 so I’m trying to gauge how they pick up cases awaiting ombudsman. Cheers
simon says
Hi Jacob,
Yes hope so its my last one apart from the bust ones that I dont hold out hope of seeing much from! I sent my case to the FOS on 03/02/2017 and first heard back from them on it in May 2019.
Good luck with yours
Simon
Darren says
Afternoon all.
I just wanted to let anyone know that may be in my position and was one of those on the spreadsheet. I found my offer in an old email address junk file a week or so back and again another today with an updated one asking to confirm bank details. I emailed my case handler who within a day confirmed that they now have these details and a resolution email will be sent once payment is processed. I do believe this could be up to 28 days. I just wanted to say hang tight things seem to be moving albeit extremely slow. My advice check any old accounts email wise junk folders etc etc and hopefully you will find something there.
Time line
Spreadsheet email Aug advises up to 6wks
Offer email 1 week before deadline
Now guessing possible 28day wait.
I know this is old news to some but hope it helps.
Darren says
Just a quick update within the space of little over 4hrs my case handler has been in contact via email confirming my 2nd updated offer is correct , didn’t say why the first offer was different thou but the 2nd offer is over 2k more. She did confirm it was correct and up to 28 days till payment so lets wait and see hey
Peter says
Was the Case Handler from Enova?
Darren says
yes the case handler is from Enova.
PHump says
I’m on the so called spreadsheet – heard back last Friday with email for refund – had a 2nd email this morning too – the exact same email but they have added around £30 more on to the refund.
Does anyone know why they are sending this out? Is it because we are 1 day away from them having to send the refund or whatever?
This doesn’t feel like a stalling tactic to me – I think they may have sent out the 1st batch without really calculating the exact figures – fingers crossed that its paid in tomoorrow – not holing my breath
N says
Hope you’re right but I think at the moment nobody really knows. This is the first time they have ever done a batch update like this. I guess one evening it is possible that everyone is refunded at the same time and there will be a lot of happy people on here. They would save everyone a lot of worry and themselves a lot of hassle if they were less vague in their communications. As people have said previously try not to rely on the money coming in
Alice says
I’m on the spreadsheet and had my offer on the 7th September like many others. I haven’t had a second email though so I don’t think it’s a delay tactic!
N says
I take a little heart in the fact everyone hasn’t got one. If some people start to get some refunds I will be a little more content!
Alice says
Delays are logical to me. There’s thousands of cases (5,000 as a guess?) and let’s say the average redress is £3,000
£3,000 x 5,000 is 15 MILLION QUID.
Think of the daily interest on that? No wonder they’re keeping it in their account as long as possible.
N says
Yes thats precisely what worries me the sums are astronimical and they are only clearing one batch at the moment with plenty more still to be cleared not sure how much financial sense it makes for them to keep running the way they are!
Alex says
Hi, trying to gage if an offer from QQ is good or not, total interest paid to them is around £11K and they are upholding my complaint re: half the loans, which is about half the total interest (£5.5K). They have said they will the 8% to this so the pay out is actually more like £7.5K. The selections of loans upheld appears random, 19 loans in total and they are upholding loans 4 to 8, 10, 12 and 13, the decision reason on these is ‘repayment accounted for too much of monthly disposable income’. Any thoughts on if this is a good offer? Liekly the FOS will uphold more? the lot? I guess they may but the wait could be months? Any idea what the typical wait is if go to FOS? Really unsure what to do so any help appreciated.
Sara (Debt Camel) says
Are 9, 11, 14-19 loans with smaller monthly repayments than the ones upheld?
Alex says
Hi Sara. 9 is the same as 5 and 7 that has been upheld (borrow £1K, pay back £1,250 in 1 month). 11 is larger (£750 in interest but £250 a month for 3 months). I didn’t use QQ for 1 year after loan 13 (tried but will have been declined. 14 onward is from 2015 where there appears to be a change in calculations (change of regulator?). 14 is tiny but 15,16 and 17 are all big interest payments over £800 (each one of these is paid over 3 months), then 18 and 19 are tiny.
Calm 1 says
Alex, this obviously depends on how desperately you want to get hold of the money however given the large amount of total interest, I would definitely take your claim to the FOS for sure.
Obviously no guarantee all loans would be upheld by the FOS however I do think QQ are tempting complainants with throw away offers just to see them off and inevitably some who need the cash and run.
In my compliant, QQ upheld a couple of loans and offered me 1k however FOS adjudicator has upheld 15 plus which I calculate to be worth several times the initial offer.
The FOS complaint form is simple Alex – I’d get your complaint off. Hopefully some of this back log will be cleared up and you will not have to wait as long.
Good luck
Alex says
Thanks for the reply Calm1. I am in no rush for the money but at the same time I wouldn’t want to have to wait as long as I have heard some others have. I think if it could all be dealt with in day 6 months I would go to FOS, if going to take 2 years I can’t really be bothered with that and will just take the money. Problem is it feels like a lottery how quick things are dealt with.
Sara (Debt Camel) says
the old long long times at FOS should now be over. They were caused by everything going on ice for loans over 6 years. that doesn’t happen for any new cases.
K says
Alex,
Do you mind if I ask when you made the initial complaint to QQ. I’m awaiting their decision.
Thanks
Alex says
Hi K. Back in July, they took the full 8 weeks to provide a response.
K says
Thanks Alex.
Brandy says
Just FYI – I made my initial compliant in mid July and they took the full 8 weeks too. I had about 20 loans from QQ in 2012 and 2013. They accepted two of the lower value loans but rejected all the high value (£1000) loans during that period (most were £1000 loans). Submitted my complaint to the FO at weekend.
Alex says
Hi Brandy, would you mind letting me know what you had to submit documents wise? Thanks.
Brandy says
Hey Alex. I prepared my bank statements from the period along with a recent credit report from CreditKarma/Noddle. I could only attach 10 documents to my FO submission online so will forward the rest of these once they make contact.
George says
Just an update for those wondering on pay out times: I’m a non spreadsheeter and am currently on day 18 / 28 since accepting the offer. No payment yet.
Maria says
I think we are all now very aware a number of us have had our complaints upheld and offers have been made and accepted.
What is important now is payment of refunds.
Has anyone actually received payment in recent weeks?
I am trying to be patient and give it the 28 days highlighted. I am however not depending on a pay out and won’t believe it until I see it!!
George says
Maria: I accepted on 30th August and have not yet been paid out (non spreadsheeter)
Maria says
Im a non spread sheet person too and accepted on the 29th via my adjudicator. Not a murmur since from QQ.
Vix says
Hi
I received my redress email at 3am on Saturday 7th September. Although at the time the redress was lower than what I had calculated I accepted anyway as it’s been a long 2 years. I received an email over the weekend to say they had received my acceptance and payment would be made within 28 days. All my emails have come directly into my inbox, but have just checked spam and there was an email sent at 23.55 last night apologising for incorrect redress on original email sent, and a re calculation had been done and was enclosed. I dont need to do anything as I’ve already provided bank details. The redress is now the amount I was originally expecting. Still nothing about time lines for it to hit my account, so fingers crossed within 28 days.
N says
I accepted 10 days ago and got a readjustment this morning and another email just now saying they have received my details and it could take up to 28 days to make the payment. I don’t mind if it is another 28 days as long as some people at least start to get paid I will be happy!
L says
I’m on the spreadsheet and received my settlement offer on 06/09. It included an outstanding amount which they deducted from the total amount. I queried that they shouldn’t be deducting the whole amount as nearly 50% of that figure was interest and charges. My case handler replied the following day apologising and giving me a new figure which I agreed with. I accepted the settlement figure on 07/09.
Within a few days I had received a number of emails from quick quid collections drawing my attention to the amount I still owed which was still including all interest and charges.
I have not received any updated offer emails or anything and called today to see if I could get an update and to question why I was being chased again for an outstanding amount when this was going to be deducted from my redress settlement figure. I was out on hold for a while and then told my account would be updated when the redress was processed. I queried how much longer that would take and they informed me it would be within 28 working days from when I updated my bank details (I called on spec and did this on 21/08) which they confirmed meant I would receive payment by 30/09.
I’ve just checked the online account now and the outstanding amount has disappeared. Hoping that’s a good sign and may mean things are starting to happen!
Craig Benn says
Dear Craig Benn,
Thank you for your patience regarding this matter.
We received notification of your acceptance to our settlement offer. This email is to confirm that £2,642.02 has been submitted to be processed to your bank account ending 8874, which were the details provided by yourself. Please allow 7-21 working days for the funds to reach your account.
Please find the breakdown below:
Refunded interest and charges £1,764.53
Interest at 8% simple £1,096.87
20% tax withholding on interest £219.37
Amount paid to your account £2,642.02
In addition, loan numbers 2674575 and 3501602 have been deleted from your credit file. Please allow 30-45 days to see the amendment. Your account will remain at a zero balance and you now have no further financial responsibility to QuickQuid. We are now closing your complaint.
D says
When did you recieve this and how far into the 28 days?
Laura says
That’s fantastic news. Fingers crossed that the ball is now rolling :-)
oracle1985 says
Non spreadsheet claim finally agreed a few days after original deadline by QQ two weeks ago (4th Aug). Signed acceptance and sent back to FOS nearly 2 weeks ago and adjudicator confirmed he has sent to QQ. Received no correspondence from QQ but rang them and updated bank details anyway on Friday 6th September . Have asked numerous times via email when my redress is likely to be paid and not had any concrete answers just given a phone number that does not work. Does feel like QQ are stalling for some reason. Realy praying these are not going the same way as Wonga, Moneyshop and WDA. Would be good to hear some recent payout stories from spreadsheet and non spreadsheet customers!
Craig Benn says
I got that at 1710 today and im 6 days into the 28
Ld says
Just recieved this:
Dear
Customer #
This email is to inform you that your refund request has been processed. The funds should be available in your account within the next hour. If the funds do not appear, please contact the Final Resolution Team directly. The contact information for the Final Resolution Team is:
Rebecca says
Hi when did you accept the offer. I accepted mine on the 11th September straight from adjudicator decision. Glad to hear your success
pol says
hi Ld
how long have you been waiting were you on the spreadsheet
thanks pol
Ld says
Im not on the spreadsheet i am on day 14 now.
Money has all been recieved and correct.
Good luck everyone x
George says
Glad to hear you got paid LD, hopefully a good sign for everyone. It is rather frustrating to hear that you have been paid after 14 days whilst I (and others) have been waiting longer. I guess it is just another random thing with this awful company. Not to complain about your victory though, of course – really pleased you got there.
LD says
I have not been paid quickly this has been going on for years.
My complaint was sent to a adjudicator finally in march i then did not hear anything until the end of july.
Finally got a decision at the end of August and sent all details on the 2nd of September.
So i gave my details about a week before the first lot of spreadsheeters got their redress.
Hopefully this means that people who sent their details off will get theirs soon.
Good luck to you all.
The feeling i have knowing the money has been sent is amazing i have been so anxious and not sleeping properly for the last 2 weeks.
George says
My situation is actually very similar LD. I too got a decision at the end of August from the Ombudsman (after the adjudicator decision was rejected in April/June) and accepted 18 days ago but still haven’t been paid yet :-(
Maria says
Woooohoooo!! Exciting 😀. What’s your story?
Ross says
Hi, I’m a spreadsheeter, I had an offer two weeks and I was more than happy to wait the time for the money to be refunded to me.
but after emailing my sort code and account number I emailed the complaints team asking what the next steps were… I followed this up with a 2nd email a few days later to confirm they had received my details. Again I was left in the dark. So I took it upon myself to cc one one of the directors into an email. I received an email 2 hours later stating they’d received my details and my redress will be paid to me within the next few days.
michael says
Hi ross,
What email did you use to cc the director?
Damian Blows says
This is exactly what has happened to me, except I decided to email directors as well yesterday after being ignored for 12 days , still no response.
Zoe says
Maria did you receive a refund yet? I’m still waiting for mine x
Maria says
Hi Zoe
No nothing yet and it’s 3 weeks today since adjudicator accepted my offer.
I have heard nothing, but trying to be patient and wait the 28 days.
I’ll keep you posted x
Zoe says
Are you sure your adjudicator contacted QQ on the same day you accepted the offer? Mine didn’t – I accepted on 30th Aug but when I contacted them again on 9th Sept they said they hadn’t yet contacted QQ as they had a backlog – they then emailed my acceptance that day so I’ve only officially been waiting 10 days instead of the 20 days it should have been. I thought you’d have had yours before the spreadsheet people. X
Craig Benn says
What was the final resolution teams email
Ld says
resolution@quickquid.co.uk
Mel says
Hi.
I am one of the spreadsheeters. I finally received my redress email yesterday. Redress due is £0.00! There is no breakdown and no actual figures, however it is stated that there is an outstanding balance. This is incorrect and Enova confirmed back in July that there is nothing outstanding. What a shambles!
I have now contacted the FOS and the FCA as Quick Quid has not been able to provide a redress amount within the six weeks deadline stated in the FOS letter dated 7th August 2019..
Mel
MB says
Just received three emails from QQ, changing account details and confirming 28 days, the end could finally be in sight
Christine says
So after waiting since august 7th spreadsheet letter and no redress email at all … I’ve called qq… been on hold 20 mins now they cant seem to see that I was ever on the list even though I got the letter from the FOS … guess I’m in for a much longer wait now
Clare says
Hope they manage to find you
Christine says
Well after an hour … they have finally found my complaint and said they sent me redress email out weeks ago … to an old email address that I changed prior to them sending their email and cant explain why, now it’s been passed to another department to forward the email on as the call handler isn’t allowed to do that apparently and cant tell me when they will forward my email either :(
Taylor says
I’ve just replied to Enova again and copied in the Ombudsman team, as far as I’m concerned I’ve waited my 6 weeks, provided my bank details on the 3 separate occasions QQ they’ve requested them and accepted their settlement figures twice now. The time is up in my eyes. I’ve completely given up hope again.
I hope everyone both spreadsheeters and non spreadsheeters gets some results soon!
LD says
I have not been paid quickly this has been going on for years.
My complaint was sent to a adjudicator finally in march i then did not hear anything until the end of july.
Finally got a decision at the end of August and sent all details on the 2nd of September.
So i gave my details about a week before the first lot of spreadsheeters got their redress.
Hopefully this means that people who sent their details off will get theirs soon.
Good luck to you all.
The feeling i have knowing the money has been sent is amazing i have been so anxious and not sleeping properly for the last 2 weeks.
John says
I was a spreadsheeter and have not received an email. Where do I go. Is it back to Fos?
N says
Call quickquid and ask them why may have been sent to old email address or gone into your spam. I think most people now have figures but I guess some could have slipped through and not been done yet
Christine says
I haven’t received mine yet… I called qq and they confirmed they sent it to an old inbox I don’t have access to so now I have to wait for them to respond to the correct email address
I would just call and ask them why
Rob says
I called 0800 016 3114 Quickquid complaints team. After a couple of minutes on hold I was informed they sent an offer on 28th August which I didn’t receive. They are asking another team to resend the email in next 24-48 hours and that team can be contacted at foscomplaints@enova.com if I need to chase again
James says
foscomplaints@enova.com don’t reply to any emails … it’s so frustrating
James says
I called the FOS this morning and the adjudicator I spoke to confirmed that they were expecting QQ to have settled and paid by today. Really frustrating and disappointing that QQ are just continuing to ignore emails
Taylor says
Well looks like adjudicators will be bombarded today but all the people that QQ have let down yet again! What a nightmare.
Rosie says
It’s all very frustrating- much as I have tried not to get my hopes up about the money, it’s difficult not to once they have sent notice of how much is supposed to be repaid. It is a lot of money to the vast majority of people who have made the desperate decision to borrow from these types of companies- whether or not their finances are now in a better position, a five figure (or more) sum is not something I expect many people can just forget about.
I complained back in 2017 and it’s been with the FOS for about 18 months. I assume I was on the spreadsheet in the end. I just do hope that claims are settled in order of time since the complaint was made. I’ve been leaving them to it, to stop unnecessary admin delays- but a response to my acceptance email (even an automated one) would have been nice, just so I know they received it and on the date it was sent!
Elaine says
Just received £6619.40 redress from QQ. The loans were over 6 years old and it has taken almost a year and the FOS getting involved to sort it out but it’s done
James says
That’s great news Elaine. Have you received it into your account today?
Taylor says
Hi Elaine, Did you get your letter on the 7th of August?
Phum says
Has anyone managed to speak to QQ, Enova, FOS today about what is going on with the spreadsheet clients?
I can imagine thousands of people today are frantically checking this page, emails and bank apps –
James says
I spoke to the FOS this morning and they’ve sent an email to foscomplaints@enova.com copying me asking what is happening and why they haven’t resolved within the allocated 6 weeks. They’ve given them 7 days to reply though
George says
First and foremost everyone should get pay so please don’t think I believe anything other that but o have to ask: How is it fair that people who were on this spreadsheet and were only contacted in August to inform them of the situation should be paid before those of us who have had cases open for years?
Sara (Debt Camel) says
I have no idea how the cases on the spreadsheet were chosen. I doubt it was by FOS.
Phil G says
From reading on here, most spreadsheet people have also been waiting years and FOS ordered Enova to clear some of the outstanding.
I can only talk personally but I’m on the spreadsheet and I originally started Sept 17
Anthony says
I am on the spreadsheet and my complaint started October 2017.
J says
My complaint started in February 2017
Paul Davies says
The spreadsheet is full of people that have been waiting years. Me for one. 2017.
Taylor says
I am on the spreadsheet and I’ve been waiting since Feb 2017.
Mrs L. says
I am on the spreadsheet, my complaint started October 2017. received redress offer, sent bank details, still nothing, so I have sent a very very snotty email and copied in almost all of the email addresses, as I am getting quite sick of it all now. They are very quick to handout the loans .. yet we are all waiting for this long to receive our refund.
Ste says
Look spreadsheeters, let’s all just sit tight and see what happens tonight when America comes online. I have feeling that they will issue all the refunds at the last available second being 11:59:59 tonight in their traditional style. If nothing happens then we all descend on them tomorrow and crash their email server!
George says
Well I am delighted to say that I have just received payment into my account 19 days after accepting the offer. Praying that you all will receive yours too very shortly!
Mrs L says
ooh exciting times – we could get them today
Phum says
was you part of the batch that got letters on the 7th?
George says
No email, just a random payment into my account. I am not a spreadsheeter I opened my case in August ’18. Hope this helps at least reassure some of you that they are actually paying out!
Zoe says
That’s good news! I’m not on the spreadsheet either so I’ll keep my fingers crossed. I thought they’d send an email first to say it’s being processed.
Cal says
Did they respond after confirming the offer? I’ve not heard anything since accepting and sending bank details x
George says
Nope, nothing from them at all except when I have asked about timescales and they have said it would take 28 days to pay.
Phum says
I have just called both the FOS and QQ.
FOS said that we should have expected the refund within that 6 week but they are snowed under so there will be delays. He didn’t sound too familiar with “The Spreadsheet” and had to explain the letter on the 7th etc. He said he is going to email them now and tell them to call me to sort it out.
QQ – I called to confirm they have got my email response to their offer last Friday – she couldn’t confirm they had got it as it’s a different team that I need to deal with – she did day that she will escalate my concern to the correct team.
It was 7:50am there where they are based – right at the start of their day – so hopefully some of us will hear from them from now until 11:00pm.
N says
I wouldn’t get peoples hopes up the likelyhood is that they will trickle in over the space of a few weeks.
Phum says
another thing I forgot to mention is the FOS said that they will have sent the 2nd offer email with adjusted ammounts because the interest will have changed since they 1st calculated it with FOS – I imagine this a good sign as they wont be recalculating it again unless they feel they can make the payment within the time frame so they dont have to keep recalculating
Sara (Debt Camel) says
I think some of the reported changes are too large for that to be the cause of them.
Phum says
I thought that too but mine was only £30 more.
I’ve never said thank you for setting this site up, well done.
Do you have a charity you donate to? I would like to donate some of my redress to a charity on your behalf. Possibly a debt help charity or suicide prevention charity?
Sara (Debt Camel) says
A small donation to your local Citizens Advice would be great. Each CAB is a separate small charity, most facing cuts in their grants from the local council. We are the largest provider of face to face debt advice in the country.
George says
What wonderful idea – the CAB is a fantastic service and will be in receipt of a donation from me for sure.