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How to ask QuickQuid for a payday loan refund (old article)

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 a lot of information about some loans over seven years old from their records.

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:

  1. 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.
  2. 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.
  3. 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

Comments

  1. Taylor says

    I just phoned FOS. They said that now the business (QQ) have provided you with a settlement figure it’s up to them to now pay. They said they have no powers now and the complaint is no longer in your hands! I ask repeatedly why I can’t escalate to an Ombudsman decision.. they said this wouldn’t be possible now. Has anyone else has this kind of conversation with FOS?!

    • James says

      Yes! It’s so frustrating. I don’t know where we go …. wait and give them the extra 28 days but then what?!

      • N says

        They have said 28 days from when we received the communication so hopefully for some people that will mean the 28 days is up in a couple of weeks and we can see people start to get paid.

  2. Craig Benn says

    Just got the bank refund and be aware, they tried to pay me £512 short, had to ring them and say you paid me wrong amount and get it sorted now

  3. Laura says

    I dont know about others but I’m getting fed up with people’s negativity on here. Please stop chasing as you are slowing things up for people with genuine queries. They are a large international company, not some dodgy back street lender. They are dealing with thousands of redress claims. Please, let them do their job. Stop hounding them before timescales and let them get on with it. I was supposed to be refunded by today but they have emailed, apologised and explained why it may take longer. Give them some scope please as we can’t entirely play the victim here! They are trying to pile through a backlog too.

    • N says

      People are worried, and quite rightly so in my opinion, that they are going to cut their losses and head into administration. I think people wouldn’t mind the wait if the communication was better however from the start of this whole process they have been shocking and many people see what they have been doing for the past two years as a stalling tactic. I also had a wonga loan and got a lowball offer which I accepted and pushed along because I feared what was going to happen to them. A couple of weeks later they went into administration and people are now hanging on for a tenth of what they should have received. There is also a lot of money at stake for a lot of people. I haven’t got a massive payout but some people are sitting on almost life changing amounts of money and I can 100% understand why they are twitchy about this.

      • Laura says

        As am I and I’ve lost with Wonga. Let’s get logical business heads on here because whilst its personal to us, we’re numbers on paper to them. They will get around to us, but it’s a person sitting at a desk.

        • Andrew says

          You must be very special to get an email. All I have ever got from these people is a load of lies delaying tactics. I only want my money so I don’t have to deal with these vile people any longer. I take offence when you imply that our enquiries are not genuine. If they want to be treated like a large international company then they should act like on. I hope they came up with a good excuse why they didn’t pay you, Maybe if they had a tex correctly from the begining they would not be in such a mess trying to sort out thousands of claims at once. My heart bleeds for them.

          • Sara (Debt Camel) says

            Sorry but any more bad-tempered comments from anyone will just be deleted. Most people are understandably very stressed about this. Cut each other a lot of slack please. And don’t reply saying you agree with me either, let’s just end this now.

  4. Dazza says

    Guys if it helps I was on spreadsheet and had fos email on 7th aug 2019. I had email from complaint.Casheuronet. On 9th September 2019 showing my amount and to reply with bank details and account number. I replied straight away..
    I rang today 18th September and was told I will be paid with in 28 days from 9th of September the day I replied with my acceptance.
    So hopefully by 6 the October will be the 28 the day from accepting offer
    Fingers crossed
    Dazza

    Xhee

  6. ben says

    I’m stuck in a never ending void of the FOS sending my acceptance to QQ after 6 days of accepting it and with LS i accepted the offer but the FOS haven’t relayed it to LS so they cannot make the payment (they reached out and asked for my details preemptively after they accepted decision, but cannot process until FOS reach out)

    Much fun

  7. A says

    Gone very quiet here. Guessing no one on the spreadsheet has received anything? I have not received anything.

    • A says

      I think patience is now the key. Don’t cut off your nose to spite your face. Give them the 28 days from when you received the redress email.

      • MMC says

        I emailed requesting clarification on 28 day wait:

        Thank you for your response. The 28 day timeframe began on the date of your acceptance, which was 04/09/2019. We are working to process your redress as soon as possible and we will send you another correspondence once this has been completed.

        • Rob says

          I never get a response when i email and all i have asked that they have received my acceptance and bank details… so frustrating

    • N says

      I used this one 0800 016 3114 it is on quickquids site but you get through to some American sounding people so I guess it is Enova

  12. Calm 1 says

    Glad to hear some have been paid out! Have a question which I just want to throw out and somebody may be able to explain!

    Anybody ever come across irregularities regarding loans disclosed by QQ in their final response letter? Can we trust that disclosure wholeheartedly?

    I took out loans with QQ and P2P and cross checking with my cred report, it seemed to all be there however when I logged into P2P account, there are ‘topup loans’ with different loan codes which aren’t showing in QQ’s list of disclosed loans.

    Obviously I understand I may have topped up my base loans but shouldn’t these topup loans also show?

    Confused – anybody?

    Thanks

  13. Cate says

    I don’t think I am in the spreadsheet, my complaint went to adjudicator who agreed on some of my loans, calculated and amount and then quick quid rejected the decision, this was then sent to the ombudsman for review ? around 4 weeks later I had another email from the adjudicator to say QQ had changed their mind (3rd Sept). On 6th Sept I had an email from casheuronet to say that they had heard back form FOS that I had agreed with the amount offered and it would be in my account in 28 days from 3 Sept, but the email does not state the amount to be refunded. I have since had a ‘confirm bank details’ email (Changed account since then) and a follow up to confirm they have changed my bank, but still no mention of the amount. Does this sound reasonable ? or should I check with them the amount they will be refunding ? Thanks

  14. MMM says

    I have spoken to QQ and for anyone else that received 2 different offers – they start the 28 days from the 1st offer they made.

    For me that is the 7th of this month.

    • Taylor says

      I’m in the same position. Did you get a response back from either of your settlements? I sent bank details twice but never got any confirmation? I’ve never been told 28 days.

      • N says

        I got an updated amount on Tuesday and sent my bank details again and got a response later that day saying;
        We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.

        If you have additional inquiries regarding your refund, please reply back to this email.
        I replied asking about the 28 day thing and had no response.

      • MMM says

        No Drama Camelama ! I never had an email response to any of my emails to them confirming bank details but they did say they received them on the phone

  15. Speccy says

    So I’ve made some headway with QQ.
    Long time coming, timescale:
    Nov 17 – initial complaint
    Feb 18 – declined by QQ, sent to F.Ombudsman
    July 18 – picked up by FO
    Dec 18 – adjudicator advice, QQ declined
    June 19 – lowball offer from QQ
    7 Aug 19 – decision from FO – refund of 28/31 loans – to be settled within 6 weeks
    9 Sept 19 – email from QQ asking bank details, reply straight away
    19 Sept 19 – I called to confirm payment, had not been updated, told up to 28 days, I illustrated need to comply timeframe of 6 weeks was yesterday with FO, informed it has been escalated and will be paid shortly. I got an email confirmation.

    Total refund of 4,200.

      • Phil G says

        Happy days! Seems like payments are coming through now. To confirm, you’ve received the payment now?

        I called today after nothing hearing anything since replying with bank deets. confirmed that my details have been confirmed and verified and now just waiting.

        Progress def seems to be happening though.

    • Paul says

      You aren’t the only one Clare, I’ve heard absolutely nothing and it’s so frustrating knowing that when we do hear we have another 28 days to wait for payment. Fos aren’t interested and enova just ignore emails.

      • Phum says

        Have you both checked in spam, the email is from casheuronet. Also, did you check other email accounts and finally did you call QQ customer service, best time to call is around 2pm. It’s 8am their time zone. They told me they could see my emails and recorded I had replied

        • Paul says

          Hi Phum, yes tried all of the above called the American office yesterday and all they can do is send an email to the caseworker. They confirmed my calculation hasn’t been sent out yet. Gave no explanation or way of escalating it.

    • E says

      If you log into your quickquid account and download the statement / portability information then you will see all emails / communications sent. You’ll then know if they have sent your offer email and the date.

        • E says

          Go to your account and then click data requests. After a couple hours you’ll be able to download the ‘right to portability’ which will show all emails, phone calls, chats, loan statements, personal details etc,

  17. El Pastore says

    I received my redress email on September 8th and accepted as it was more than initially calculated. I’ve sent several follow ups just asking for any further information, confirmation of receipt of banking details etc and haven’t had a response to a single one. The silence is the hardest part, it’s maddening

    • Ben Curtis says

      Ring them on the W telephone number, ask for resolution team, they can confirm receipt of emails and start of 28 day payment period

  19. A says

    Just called 0800 016 3114 to confirm bank details etc and complain that 6 weeks is up and my case needs to be escalated.

    Was nice just to cat least confirm they had the correct bank details.

  20. pol says

    an update guys

    accepted on the 7th sept i am on the spreadsheet just had emails to confirm refund is processed should have within the hr

    just wanted to update all you spreadsheeters

    • Dean says

      Can you update me if hits account? I was also one that accepted on the 7th and spreadsheet batch and have not heard a thing so be good to know what’s what. Maybe we shall all receive the redies tonight

      • pol says

        hi again all

        payment just hit account did take nearly the hr,

        be aware though i had around 18 emails thought they may be spamming me lol but have had around 18 payments into the bank adding upto my redress total be worried when i first checked account and only 10% off it logged out and back in and was all there.

        i really do hope you guys get yours soon i know how stressful it is i thought they would be in acceptance order but suppose that would be too logical. good luck everyone

        and MMM kids are in bed so a victory cup of tea instead haha :)

      • Taylor says

        Ahhhh how exciting! I phoned and got straight through. I was a 7th September too. They couldn’t advise when I’d get my redress though!

  22. Taylor says

    So it literally just got those email which makes no sense!

    Customer # 0000000
    Dear Xxxxxx xxxxxx,

    Per your request, we have updated the bank account associated with your QuickQuid account. All future loans will be funded to your new account.

    WARNING: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk

    If you did not authorise this update or believe you are receiving this message in error, please email us at Support@QuickQuid.co.uk or call us at 0800 056 1515.

    Calls to 0800 and 0808 numbers are free when calling from a UK landline or personal mobile but charges may apply when calling from abroad.

    Calls to 0800 and 0808 numbers are free when calling from a UK landline or personal mobile but charges may apply when calling from abroad.

    Representative Example: Amount of credit: £250 for 74 days with one repayment of £74.00 and one repayment of £324.00. Total repayment: £398.00. Interest: £148.00. Interest rate: 292% pa (fixed). 1300.5% APR Representative.

    Has anyone else got this?!

    • Hol says

      Hi Taylor, yes I got that about 20 minutes ago followed by another mail from an actual member of staff saying they’ve verified my bank details and I’ll be paid within 28 days. I’m a spreadsheeter if that helps! :)

    • Taylor says

      Ohhhh update – just got another huge batch of emails which is the same update as Pol saying that my funds are going to be in my account within the hour!! Things must be moving. I’m a spreadsheeter and got my first settlement figure on the 7th and second settlement figure on the 16th. Will let you know if they do go in and if the figure matches my second settlement figure! :)

        • Taylor says

          That’s it! All money has went into my account now. I still think my redress is lower than it should be. It looks like judging by the emails that they’ve only refunded 7 loans rather than the 9 they are supposed to. Still no break down. Ive requested a full break down but I won’t hold my breathe for one! So happy that I’ve got the majority of the money due and I’m content with that!

          Little tip for those waiting ‘28 days’ from the spreadsheet. I phoned QQ earlier and pushed and pushed for the lady to escalate it – not sure if that’s what maybe pushed it along?

          Good luck everyone – hope you all get your money tonight!!! :)

  24. Ruth says

    09/09 Accepted offer
    19/09 got email -We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.
    😊😊😊😊

  26. Roselily says

    Dear sara. I have a major issue with quick quid that has become apparent after ashing them for the information held about me.. All along my case two years and still not resolved. I have said there were more than the ten loans quick quid told the adjudicator. It now appears there were 25 all separate contracts. And that these extra fifthteen loans were a year previous to the ten. This makes the whole case more complex. In terms of timescale. It is also quite possible that the adjudicator would have acted differently knowing this. I was awarded from loan 4 _10 what should I do now??

  27. MMM says

    Ive had emails to confirm bank details – and another to say they will send money within 28 days.
    Hoping for the email to say it’ll be in within the hour – not holding my breath.

  28. Taylor says

    I phoned 08000163114 – they answered straight away and it was 17:22 here so probably a busy time. I think they’ve got the staff to deal with volumes of work as it rung literally once before I got an answer.
    I was desperate for my money – every single penny of it is gone now to existing debt which is going to make it so much easier for me to live next month now!

  29. Ryan says

    I’m a spreadsheeter and I accepted an offer on the 7th then had a second email the following week. Up until now I had heard nothing. However, they have just this second emailed me and said they have updated my account with my bank details and refund will take up to 28 days. Things are moving guys and girls, patience is the key it would seem.

  30. Phump says

    I had the same emails from Enova and P2P – no point calling them as they don’t have access to our correspondence.
    I asked them if 28 days start from 1st redress on 7th, 2nd redress on 16th or today when Enova sent me confirmation – he said to be sure, count 28 days from 2nd redress but if it comes sooner then it’s a bonus.
    I think the 2 emails are the final steps in this process before money is sent – I don’t quite understand why some are getting emails with funds within 1 hour and some 28 days – there must be a logical explanation.

  31. Lowlowlola says

    I am a spreadsheeter and have had the two confirmation of bank details emails – as every one is saying patience is the key – I am not expecting resolution until mid October , if it happens before then that’s a bonus !
    Good luck one and all

  32. Dazza says

    Guys recieved this today even though I confirmed bank details on 9 the September
    Sep 20, 12:30 PM CDT
    Dear
    Thank you for your response regarding your outstanding Financial Ombudsman Service case.
    We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.
    If you have additional inquiries regarding your refund, please reply back to this email
    Kind regards,
    Daniella

    • Michael says

      I had received the same email today at roughly 04:00am CDT time even though i replied and accepted with my bank details on the 10th. From what i have seen those that have been receiving this email have been getting there money shortly after so hopefully its a sign that we will be the next batch of people :D fingers crossed anyway!

    • Claire says

      I’ve received the same email tonight but from a different person. I confirmed account details on the 18th september

  34. Gareth Spanswick says

    I sent a reply to the email saying my banking details have been verified (sent my details on 8th september). I wasnt expecting a reply but 3 hrs after sending I get this
    Thank you so much for your email. My apologies if you have not received your refund. Please know we are working diligently on processing all offers. Your settlement offer will be processed as a priority and in order. Please know multiple emails could delay the process. Great news you are ahead as we have received your updated banking details which would definitely help make the process much faster. We have 28 days from your day of acceptance, as long as the banking details are correct.

  35. Katie says

    Sep 20, 1:18 PM CDT
    Dear Katie,
    Thank you so much for your email. My apologies if you haven’t gotten an update. Please know we are working diligently on processing all offers. Your settlement offer will be processed as a priority and in order.
    Please know multiple emails could delay the process.
    The great news is you are ahead as we have received your updated banking details which would definitely help make the process much faster. We have 28 days from your day of acceptance, as long as the banking details are correct.
    Kind regards,
    Lawrence

  36. Mrs L says

    Hello, I have just received my full refund from quick quid. I have had my complaint ongoing for 2 years..I was on the spreadsheet , Last week they told me I would have to wait 28 days. I wasnt having it. So I emailed them today and told them I wasnt prepared to wait and that I expect to see the money in my account today.. I got an email from a lady who told me she would escalate my complaint personally. I received funds 3 hours later. Keep pushing guys. Thank you Sara for everything

    • Nat says

      I accepted my offer on 3/09 with adjudicator havent heard a peep from quick quid so i phoned them with bank details last week. Still nothing is it 28 days from acceptance or from when you give bank details?

    • Sarah says

      I sent my bank details on 23/08 and I am still waiting for my refund, tomorrow will be day 32. I have rang and emailed and I get absolutely no where other than it’ll be in the bank in the next few days, which it never is. I’ve called the ombudsman back, he’s emailed and they’ve ignored the email. What email address did you use?

  37. Peter says

    I have emailed Managing Director and chairman of QuickQuid to escalate and still at the stage of bank details confirmation
    I am phoning again tomorrow as need money ASAP

  39. Anthony says

    Of course I want the money, but really I just want to stop dealing with these scumbags and truly leave behind a very dark period of my life. They took advantage of me when I was very vulnerable. Do not feel guilty hassling the staff that work there. Hopefully some of them might see/hear the desperation and anger in some of our emails/calls and have a good think about who they work for.

  41. Nat says

    I accepted my offer on 3/09 with adjudicator havent heard a peep from quick quid so i phoned them with bank details last week. Still nothing is it 28 days from acceptance or from when you give bank details?

    • A says

      I an guessing certain departments do work Saturdays (e.g. customer service). Back office teams like the one dealing with our complaints probably only work Mon-Fri.

      • Jacko says

        I just received this today. Unfortunately still saying 28 days. I got my email on 07.09

        Dear Jack,
        FOS Reference:#######

        Thank you for your response regarding your outstanding Financial Ombudsman Service case.

        We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.

        If you have additional inquiries regarding your refund, please reply back to this email.

        Kind regards,

        Kirsten

  43. Ryan says

    I just received this. So they must mean the second email. Great *sigh*

    Dear Mr Blakemore,

    Thank you for your correspondence. Your refund will be processed within 28 days of verification of your bank account and acceptance of the last offer you received.

    If you have any additional queries, please do not hesitate to contact us.
    Kind regards,

    Karen

    • Laura says

      The last offer received. They messed up the first amounts calculated and then we have to wait from the date of their correction. Seems a tad unfair

      • Damian Blows says

        I got emails this morning, have confirmed that the 28 days is from accepting and responding to offer, so I am expecting mine to be paid within the next 12 days before the 28 days is up.

  46. Scott says

    I have finally been told qq have agreed with fos decision and have agreed to payout and have four weeks to get in touch with me directly. Does anyone know the correct email address so I can confirm my new bank details with them and hopefully speed things up. Thanks

    • Eb says

      How long did quickquid take to agree with Fos ? An adjudicator upheld my complaint and have given qq 2 weeks to respond which is up in 2 days time.

      • Scott says

        Adjudicator found in my favour 23rd March 2019. Qq kept delaying and then refusing the decision, was waiting to be picked up by ombusman. But had email from fos on Friday saying qq have now agreed to payout.

        • Yvonne says

          I am in the same boat as you Scott awaiting allocation to Ombudsman after QQ disagreed with adjudicator decision in July 2019. Hope QQ change minds soon save Ombudsman making decision as I dont know how long that waiting list is. Been 12 months now with FOS.

      • Kim says

        hi

        FOS upheld my loans on 14th Aug giving Qq till 28th they never responded so we’re given another two weeks!! Got a response on 13th sept agreeing with FOS to refund…I rang the same day to confirm bank details but heard nothing since

        Thanks

        • Laura says

          Sounds as though they’ve just done another spreadsheet batch maybe? Haven’t paid the first lot yet from 7th August.

        • Eb says

          From the sounds of it you’ll get a refund within 28 days of them receiving your acceptance of offer so I wouldn’t worry too much – they are probably inundated with emails at the moment from people chasing money x i am assuming they’ll be given a couple weeks extra to respond to my adjudicator but that’s fine – it’s money I never had in the first place so whether it takes another month or year it’ll be a nice surprise when it does come through.

          • Andrew S says

            Erm, well actually IT IS money you had in the first place, only the 8% is ‘extra’. It is only our general consumer lack of knowledge about financial regulations that meant they sold financial products they shouldn’t have and then took the money.

  47. Carly says

    Hi, does anyone have an email address to contact about a refund. Mine has been well over 28 days so would like to send an email to see what’s happening and so I have it in writing. Seem to be getting nowhere on the phone.

  48. Charles says

    Just had two emails from QQ in quick succession. Both look like standard update notifications:

    1. Per your request, we have updated the bank account associated with your QuickQuid account. All future loans will be funded to your new account.

    2. Dear x,
    FOS Reference: x

    Thank you for your response regarding your outstanding Financial Ombudsman Service case.

    We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.

    If you have additional inquiries regarding your refund, please reply back to this email.

    • Jacko says

      My understanding is that an adjudicator works for the ombudsman service as a case handler. They usually investigate the case and make a recommendation. If this isn’t accepted by you or the business in question, the case is escalated to an actual ombudsman who usually makes a final decision. Which is binding on the company.

  51. Ben says

    Hey there. I had confirmation that QQ accepted my refund and I agreed with the FOS to accept on the 13th. I’ve not had QQ reach out to me yet, so I took the initiative and emailed them, cc’d in QQ emails (got them from this thread) and confirmed bank details on 13th.

    Does the 28 days start from confirmation by FOS and myself (13th sept) or when QQ send their initial response email (8 days and counting, not had it yet).

    Lending stream in comparison reached out before the FOs had even contacted me to tell me personally they’d accepted the offer and asked for my bank details.

    • Kim says

      Hi
      I’m in exactly the same situation accepted on 13th sept, I rang on 13th to confirm bank details correct not had a confirmation but chased them and they responded saying they have 28days from acceptance to process refund…hoping I will receive it this week

      Kim

      • ben says

        OK. This is good in a way. I assumed they’d missed my ruling and FOS had dropped the ball. The fact you too Kim are in the same boat means they’ve just got a bit of a backlog and need to reach out to us.

        So, it’s probably more important than ever now to know whether it’s 28 days from accepting FOS’s findings formally or 28 days from QQ reaching out for the first time. If it’s the former, we’re in a good spot. If not, we have one wild wait on our hands i think (not that bothers me too much, ive been waiting for 11 months to get to this point, so) :)

        • Kim says

          I know…the email does say 28 days from acceptance, the sooner the better. I first made my complaint in Aug 2018! Fingers crossed it won’t be much longer now :-)

  52. Oracle85 says

    I was a non spreadsheet person and accepted on 6th September. Day 17 now and no sign of a refund. For those who have been paid out recently what day were you paid be interesting to know? I’ve sent a few chase emails but just standard replies

    • Phum says

      I have – they got in touch on the 6th Sept to offer me the redress then sent an updated amount on the 13th Sept – then 2 email last week – one to confirm bank details and the other to say the payment is being processed within 28 days.

      You should have had an offer from Casheuronet

    • Rob says

      Not much of a consolation but you are not alone as I am still waiting for an offer and not heard anything since the letter in August. I phoned Quickquid last week who just said they would escalate it. Will phone again this week and if they cant give me any useful information I will call the ombudsman to see if there is anything they can do

  54. Charles says

    Morning all,

    For those of you still waiting for offers – confirm you email address with QQ, easiest way to do this is to log in to your account on their website and confirm if the account number matches with your email address, a number of people were not checking their old and long forgotten email accounts, and expecting the offer to be sent to their new email addresses. Alternatively, try your luck with the customer support team, their number should be on the QQ website.

    Also make sure to check your Spam / Junk email folders, as several posters have reported their redress offer emails were there all along. And bear in mind to check those folders regularly, all reputable email providers will clear your Spam folders every 30 days, so it may disappear before you know it!

    Payment-wise:

    1. Letter from FOS arrived on August 7th
    2. QQ emailed with redress offer at 03:00 on September 8th, I have replied to them confirming my details on the same day
    3. QQ sent a follow-up on September 21st to say details confirmed and payment is to be expected within 28 days

    I would still expect them to issue the refund within the next two weeks, as in my eyes 28 days start from the date of me responding to the offer. We shall wait and see!

    Charles

  55. Nicola says

    I am still waiting for my correct offer to come through. My first offer was around £400 less than it should have been. They told me my case handler would recalculate and it would be within 5 days, it has now been 10 and nothing. My adjudicator called them to escalate this on Friday, so hoping I might hear something today, but I am not holding out any hope! So frustrating. Has anyone else been sent incorrect offers? Feel like they are doing this on purpose to delay the process further!! Fingers crossed we all get some sort of response this week.

  56. Neil Sparkes says

    6th August 2019 the adjudicator gave qq untill the 14th September too make a decision on my loans. They rejected and it is now with the ombudsman. I am told this could take 2 months for the ombudsman too reply. Loans 6-15 I am waiting correspondence for. Hopefully hear by Christmas 🙄

      • Charles says

        Call them up Mike, at worst you will just be told it’s not been assigned yet. At best – your case may get picked up and moved on.

        0800 023 4567 quoting your FO reference number, or postcode / home address combination. They are a very friendly bunch and I’ve never had an issue when calling.

        Charles

        • Mike says

          My original complaint was submitted around October last year, picked up by an adjudicator in Feb, rejected April by QQ and then out in the queue for an ombudsman. I received an update in August just saying what they told me in April randomly and I try to call once a month but it’s still in the queue.

    • Calm 1 says

      Anybody in the position where they are waiting for QQ to respond to an adjudicators decision upholding their claim?

      FOS found in my favour in mid August 2019 – QQ given to late August to respond and I’ve been placed in queue to ombudsman as QQ haven’t responded.

      Has anybody sent emails chasing in this instance just to force the matter and had any luck doing so?

      Appreciate emails will be bombarding but I am chasing a response to the adjudicators decision than payment of the redress into my bank account at this stage.

      Any assistance much appreciated.

      Calm 1 (only just tho)

  57. Cal says

    How long have spreadsheeters been waiting for payment I’m currently on day 16 after accepting and wondering if there is any rhyme or reason to when they are paying out could really do with the cash after car broke this week

  58. MMM says

    Did anyone get confirmation of when the 28 days were from? 1st email, 2nd email with different ammount or 3rd email confirming bank details were correct?

    • michael says

      The 28 days begin when you accept the offer and confirm your bank details from the email they send you with the offer amount.

    • Graham says

      Someone has already had this clarified and it’s from the first email. That is when the 28 days starts assuming you replied back accepting the offer and provided your bank details.

      • Ryan says

        I had confirmation it’s from the last offer received. So they obviously don’t know what they are doing

        • MMM says

          I wonder whats stopping them from sending another offer with a difference of 1p which would then allow them another 28 days and so on.

          Had no explanation as to why there were 2 offers.

        • Phil G says

          Literally just received the reply to asking about the 28 days…..

          Thank you for your email. Please be advised that you will receive your refund within the 28 days from the date of your acceptance of this offer on 8 September 2019. We can assure you that we are diligently working to process your refund.

          We appreciate your patience regarding this matter.

      • N says

        I have also had confirmation on the 2nd offer. Very annoying as was expecting the redress by the 5th of October at the latest and this has now gone back to the 16th. All very annoying when we were all expecting the refund by the 18th of September.

        • Delly says

          I’m a spreadsheeter. My email was sent to a fictitious email address on the 7th September only got that confirmation yesterday I’m in limbo and expect I will now be waiting till at least mid October. Ridiculous just can’t understand why they couldn’t phone people themselves or do it by text . Considering it’s past twelve months since adjudication

      • N says

        There was someone posting the other day though who had been sent two offers and has already been refunded so not all hope is lost on a soonish resolution to this.

  59. Neil says

    Complaint went to ombudsman 17th September from qq rejecting adjudicators decision. Just been told another 6 months too a year too wait………

    • Myles says

      Mine’s been in the queue for 5 months and I was told today it could be another couple of months. It’s a long process but it’s down to the number complaints and QQ prolonging the process by rejecting valid claims and which has put pressure on the FOS. They’re doing everything they can to help.

  60. simon says

    Hi All,

    Got my letter from the Ombudsman on Friday up holding my complaint as per the adjudicators assessment, loans 4-7 of 7 to be refunded etc, took around a month from going in to the ombudsman queue to getting a decision. Sent may acceptance off today just got the long wait for them to pay.

    Simon

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