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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 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:

  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. Cate says

    Just had an email (in response to one I sent on Tuesday) to confirm they have my bank details and my refund will be processed on or before 1st October which is 28 days after the acknowledged I had accepted the amount offered. I am not on the spreadsheet and had gone via FOS, adjudicator found in my favour, QQ initially disagreed but then changed their minds after about 4 weeks.

    • Kyle says

      That’s pretty much my story, I accepted on the 11th of September so they have till the 9th.
      Dis they mention in the email that the rest of your refund is on the way?

      • Cate says

        I’ve had no payment so far, I emailed as I was concerned there was no mention of amount, the reply doesn’t actually answer this !

  2. Ash says

    I’m still waiting for QQ to agree/disagree with adjudicators decision to uphold my complaint. They were given 26/08 as a deadline and then asked for a weeks extension to the 04/09 and since then nothing even though my adjudicator has chased.
    I saw someone on here logged into their account to see correspondence, I tried to log into my QQ account and they have restricted my access so I can no longer log in. Has anyone else had their account revoked?
    I also asked Qq if they could let me know timings and they just say it’s waiting to be approved and they can’t see and details. They’re so unhelpful!

    • Carly says

      I just find it so odd that QQ aren’t at all consistent. My adjudicator upheld mine and QQ responded in 6 days. I just dont get why some people have to wait so much longer. Same with issuing the refunds, there seems to be no order and it all feels very random.

      • Ash says

        Hi Juno
        Still not heard anything! I’m just trying to be patient and put it to the back of my mind. I don’t want to keep pushing my adjudicator and then him turn around and say he will put me in the ombudsman queue lol so I’m just riding it out hoping qq agree with the adjudicator and then I can start with the trying to get paid saga everyone else is going through. Where are you at?

    • Ej says

      Me too! Thank god it’s over. Offer received and accepted 8th September. I called yesterday and they told me up to 28 working days from receiving bank details.

  4. Dazza says

    Stop press!!!!! Just logged in to my bank account and omg!! There it was actually slightly higher payment by about £20.
    Faster payment re. Quickquid

    No email from them money in bank from accepting on 9 the September.
    Good luck guys hopefully you all get payment this evening.
    Finally over

    • Dean says

      Guys me too. I would advise anyone that accepted in or around the 9th sept to check as mines gone in aswell no email whatsoever but looked after reading this and boom! Again it’s £20 or so more than proposal but been paid in full. EVERYONE CHECK NOW! I’d imagine they have done a bulk upload.

    • G says

      That’s great news! I accepted on the 9th but not heardanything and nothing in my account. Can only hope it is over soon.

    • Ryan says

      I accepted on 7th September and just checked my account and the money was there. No email to tell me either. Be patient guys, still plenty of time to make more payments today.

  7. Rebecca says

    Just got my refund!!!!!

    Looked on my account for something else and was pleasantly surprised. No email or notification that it was going on other than last week when they said it would be 28 days!

    Never got a letter cos I moved! But fairly convinced I was spreedsheeter as all dates match others!!!

    FINALLY!!

    Good luck all xx

    • Richard says

      I accepted on 6th September and just checked my account and the money was there as well. No email to tell me either.

  8. Gill says

    They’ve just paid me but it’s the wrong amount. They’ve paid me their first offer of £807 as full and final settlement according to their email. I had rejected this amount, then they came back via FOS a few weeks later with £3,392. I predict more hassle in chasing it up!! Have cc’d my adjudicator in my response to them but it’ll be at least next week before FOS can do anything. Bummer. Glad to hear some others are getting paid the proper amounts.

  10. Michael says

    I rang complaints up yesterday morning and told them that I am getting anxiety because I haven’t been given any exact date I’m getting my refund as I have ocd (which I do) and need to have everything in place and know exactly what’s happening. I got no were and was just told that anytime within 28 days is there policy and there was no point complaining as that takes 8 weeks for a reply and I’d have my money by then. I decided to email them (from the email we received the confirmation from) saying the same thing and I recieved an email today from them saying they understand how not knowing could make me anxious and they have escalated it to management and will be paid before close of business today which I did receive around 5pm. I’m so happy I’ve finally been paid and can close the door to the 2 years it took me to get it all sorted. I shouldn’t have had to go down that route to get my payment but it does show that payments can be made, thank you to the people who have set up this page it’s been really helpful and good luck to everyone still waiting for there refund payment

  11. R says

    I agree they are paying smaller amounts first . Makes sense as they can then focus on paying 2-3 people a day the larger amounts. I’m waiting for over 15k so must be patient.

    • N says

      The fact that so many have been paid at the same time confirms that they can batch update and their reasons for not paying out that they are going through in order and working as hard as they can is rubbish.

      • Cal says

        I’m thinking the same I’m waiting for £11k so think I’ll have to be patient too congratulations to everyone who’s had payment though

    • Carly says

      Waiting for just under £10k. Makes sense people are being paid as money is coming in to QQ following a lot a people’s payday today. Hopefully more will be paid out early next week, again payday for many and loans are being paid off.

  13. Sarah says

    I accepted mine on the 4th too, and verified bank details same day but nothing gone in bank as yet. Some positivity at last for some people so how I’m one of the next!

  14. Lil says

    I accepted on 30th August and confirmed bank details when I called for update on 6th. Spoke to final resolution team a few times over the last few and Enova in London who all said 28 days at latest. emailed my case worker at Enova who never replied to me or any escalation raised by final resolution team or Enova. She decided to email this afternoon on day 28 saying they never received email from FOS accepting my offer on 30th and to go back to adjudicator. I called FOS twice today who emailed them copy of original email sent on 31st August accepting there offer and have marked it as urgent. I called back at 6pm for them to tell me that my so called case worker at Enova have gone home and won’t be back till Monday. So annoyed as it’s taken 4 weeks to get a response and if they told me this on 6th it could have been sorted earlier. Totally screwed as £2 in bank, phone getting cut off tomorrow and hoping not to get evicted as was supposed to pay off some rent arrears today. Wish they had never promised today as latest date, I would never have promised to pay rent arrears :(

  15. Victoria Savage says

    Just checked mine after looking at this thread and mine is in too, I accepted on the 7th September, with a recalculation email sent on 16th September which I accepted on the 17th September. To be fair, they have abided by everything they said they would after they finally agreed to refund…. even sent £30 more!!

  16. Garri says

    My journey has finally come to a fantastic end today when I finally received my payment from QQ! Here’s a breakdown of the last part of my journey as I have posted the beginning bits before:

    06/09/2019 – offer via email from QQ for £2,271
    07/09/2019 – accepted offer & gave bank details

    No response to my acceptance so sent 2 further emails asking for confirmation of receipt of my acceptance. Again nothing.

    17/09/2019. Called the contact centre and they said can’t help. Team don’t take calls only communication is via email.

    17/09/2019 – sent an email to 2 different CashEuroNet complaint email addresses & 2 QQ email addresses stating my concern over no response to my acceptance

    20/09/2019 – email from two separate people within CashEuroNet not QQ stating had my acceptance and bank account details were fine, payment within 28 days

    27/09/2019 – PAYMENT! :) £2,271

    Thank you so much to the people running this website and providing all the templates and advice. You’ve literally changed my life. This amount has helped be clear the final bit of debt I had to my name & i am now 100% debt free with a couple of hundred left over for a shopping spree. Feels amazing!!!!

    Good luck to everyone else with their cases

  17. Kez says

    Hi,
    Long time listener first time caller. Just a bit of input, and I know they QQ/P2P system is unusual at best, but I just got my refund with no email warning. Just straight into my bank.

    Sara you deserve a medal, i can’t send you one so I’ve donated to the Canterbury CAB. LEGEND

    • Sara (Debt Camel) says

      Well they would be… because most payday loan refunds are under £2k.

      The Wonga Administrators’ published a detailed note this week. They have now calculated more than two hundred thousand refunds and the average amount is c. £1200.

  21. Josh says

    Also got mine tonight. £1600 with no email. For everyone who is still waiting I accepted on the 7th and got the confirmed bank details email on the 13th. Best of luck to everyone and thank you Sara for setting this up; I dont think I would have made a claim the way I did without you.

  22. Phil G/PG says

    Woke up and received mine in the bank! £1967. Happy days! Looks like loads of people have too. No email, just money gone in.

    Thank you very much for all your help Sara and everyone on here

    • Alice says

      I hope so. I’m feeling quite down about the fact that so many refunds were paid yesterday but not mine. I phoned in August to update bank details and accepted the offer on 7/9 so it’s utter nonsense that any of that speeds things up. Waiting for just over 4K here

    • L says

      I confirmed bank details and accepted offer on 30/08. Still no payment. It’s now 29 days. Really fed up now.

      • Alice says

        That’s an incredibly unlikely suggestion.

        I think it’s more likely that the older more complex cases are taking a bit longer. Mine date back to 2008, 3 different accounts, over 4k

        • Lil says

          Mine is pretty straight forward. Started claim via resolver 4/19, escalated to Financial Omundsman and I accepted first offer on 30/8, called and asked me to confirm bank details on 6/9 but she claimed never receiving acceptance email from FOS but ignored all emails from quick quid, me and Enova until yesterday at day 28. My redress is for £1046. Now waiting till they return to work Monday as FOS have emailed twice yesterday as they definitely sent acceptance on 31/8. I only thought maybe had case work as acceptance date was same and strange how redress not received

  24. mike says

    I emailed yesterday and told my funds had been sent to my solicitor. wasted time with quick quid when they asked for my account number and sort code but they had no need for it. I accepted the over on the 10th so well within the 28day bracket. patience guys i’m sure more will be paid soon :) congrats to all those already paid. At least i know my moneys on its way £2174 now i just need to chase the solicitors on monday :/

    • John says

      Good luck with that. My solicitors took over 3 weeks to calculate their extortionate fee and send me the rest. That was my first Claim. Done the rest my self.

      • mike says

        Its ok we have already agreed the fees and they know i will be hounding them for the payment all next week. the guy handling my case has been pretty good so far in all fairness. I am doing all the rest of mine on my own though like you are, its so straight forward I wish i had done this one myself considering i did most of the leg work

        [sorry I edited this to delete the name of the claims firm]

  25. Jon doe says

    Qq update, accepted offer on 3/9/19 for £1478.. Confirmed change in bank details 6/9/19. Yesterday received email that funds will be in account within hour, checked account and they had only paid £71!!
    Fuming. Called up n they said initially delay could be with my bank as they pay in installments, then backtracked when I said I would call bank. I asked for what other installments had been sent, she couldn’t confirm. No payment since and received email this morning saying thank you for your payment, account is closed.
    Am putting in another complaint for being lied too, unacceptable time wasters

  26. Sam says

    Just wanted to update people who have been waiting for payment. I’ve logged on to online banking this morning and I have been paid my settlement! The funds went in overnight. I had the redress email on the 9th – returned my details on the 10th so anyone who is worrying just be a little more patient because the company is paying refunds albeit a little slowly.

    Also my payment is referenced as ‘PoundsToPocket’. Bizarre, as ive never had a loan from them. Ive only borrowed from quickquid. I know they are under the same umbrella but I would have thought the payee reference would be QQ or casheuronet.

  27. Stuart P says

    Update for every waiting to be paid from Quickquid. No email from them for a couple of weeks. They owed me £1500 and to my surprise the money was in my account this morning in one single payment.

    I have been tearing my hair out the last few months with these guys I am so glad its over. Hope you all get you payments soon :)

    Accepted offer and sent bank details on 9th Sept.

  28. Craig Wallace says

    As usual no rhyme or reason to the payouts unless it’s based on figures below a certain amount. I received and accepted redress amount on 9th and haven’t been paid yet. Maybe if they pay out the smaller amounts they will now receive less emails and phone calls. Worrying that the larger amounts are not yet being paid.

  30. Zoe says

    Refund dropped last night with no email notification. Good luck all.

    My timeline:
    – FOS letter received 07 August
    – Bank Details updates 29 August
    – CashEuronet email 08 September (missed this)
    – Chased them on phone and email since 18 September

    • Carly says

      Thanks for the reminder. Can this be claimed at any time or do I have to wait until the end of the tax year?

      • Sara (Debt Camel) says

        At any time, but if it’s in the middle of a tax year you have to estimate your income during the whole tax year. So you may think it’s simpler to wait until after the tax year ends.

  32. Guy says

    I actually received £44 more than they offered. Seems like most have got a few quid back more than we’re told

  33. Chele says

    Hi 👋🏻

    Has anyone had any refunds today?

    I’m on day 28 and was endlessly promised it would be paid before day 28! STILL NO PAYMENT!

    TIA

    • R says

      I wouldn’t expect anything now for another 14 days or so till their pot has gone up. All the refunds I’ve heard of so far have been sub 2k! so if your refund is more then I hope you get paid soon . Good luck

      • Chele says

        Thank you
        It’s only £700.00! It’s just so frustrating as I have been waiting longer than some people who got their refunds yesterday (which is don’t get me wrong great news for them).
        Just sick to death of chasing them and told an absolute pack of lies when you ring!

    • L says

      I’m in the same boat – day 29 and nothing despite promises it would be paid by now 😡
      I’m waiting on £1400.

      They won’t reply to emails. Not sure what to do!

      • Chele says

        Go back to your adjudicator if you can! I will be going back to mine on Tuesday. If it’s not pay by then!
        I will ringing up on Monday, as I have an email from my adjudicator saying she has been in touch with them and should be paid by day 28!

          • Lil says

            I would get your FOS to re-email your acceptance proving they sent it on that date so they can’t email you saying they never received it, they was brilliant yesterday when I phoned them. It’s just that happened to me yesterday when I finally got a reply from CashEuroNet. I’m hoping they will act on Omundsman emails sent yesterday on Monday as I’m also day 29.

  35. Oracle85 says

    Not on spreadsheet. Accepted circa 1100 refund on Friday 6th Sept after QQ accepted adj decision. Sent bank details etc to Quickquid and had confirmation these have been updated. On day 22 and no sign of a refund very frustrated..

    • C says

      Exactly the same time line but waiting on just over £2400. Hopefully it will be in at some point this week.

  36. Graham says

    I wonder if it’s possible to make another complaint for those of you that have waited 28days with no sign of payment. I’m on day 19 at the moment!

    • Sara (Debt Camel) says

      Of course you can. But they then have 8 weeks to respond,by which time you will have been paid, so what’s the point?

  37. Carl bareham says

    Sick to the back teeth with this bunch of shylocks. 2 weeks of emails and calls after they finally accepted the Ombudsmans decision, took 2 years to get that far.
    When making the loans these guys will transfer funds in around 10 minutes. Takes them 4 thousand times longer to pay redress though!
    The last person I spoke to claims they are paying more refunds then loans to which I said they’d soon go out of business then!
    Don’t believe a word any agent tells you and just keep calling them.

  38. Scott Henderson says

    I accepted Quick quids offer(via financial ombudsman)on 27th August. Did not receive any e-mail from quick quid asking for my bank details.I telephoned them on Tuesday 24th September(four weeks after accepting offer) and got e-mail saying thanks for confirming bank details,we will process payment within agreed 28 days turnaround! Is that 28(working)days after accepting offer or 28 days after confirming bank details? Between 27th August and 24 September,i was not even asked for my bank details! It is so frustrating,especially due to the fact that the DEDICATED redress team feel they are too important to even take telephone calls to discuss it. I dont know what to do. Help please.

    • Robert says

      Hi Scott,

      From what I know, it is 28 WORKING days from confirming bank details.
      They do not send you e mails asking ro confirm your bank details. I found out about it from this website.
      Good luck!

      Rob

      • Craig Wallace says

        Just off the phone to QQ (American gentleman). He stated I had confirmed bank details on 21st September – wrong I confirmed on 9th. “Oh sorry my mistake”. He then stated that payment would be made within 30 days from the 9th – email stated 28 days “Oh sorry my mistake yes it is 28 days”. So I then asked if payment would be made by the 7th October (28 days and not 28 working days) to which he stated it would. We shall wait and see.

      • Scott Henderson says

        The financial ombudsman instructed quick quid to contact me within four weeks of accepting the offer(which was on 27th august)and they failed to do this! is there anything i can do about this?

  39. Dave says

    Hi my tineline was as follows:
    Complaint sent to ombudsman jan 2017
    May 2019 adjudicator agreed with me that loans 7 to 24 should be refunded . QQ rejected adjudicators findings but on sep 12 ombudsman phoned me to say they changed their mind and accept responsibility. Gave ombudsman bank details at same time over phone and received email from qq on sep 16 saying theyve received my bank details and 28 days from date of acceptance for refund.

    I saw some comments about whether its 28 working days or 28 days so phoned ombudsman who confirmed its definetely 28 days in total not working days. On day 17 now but will be patient and im sure everyone will receive their refund.

  40. Chele says

    I’m on day 29 don’t hold out much hope! Only waiting for £700!

    Calendar Days, both QQ and the ombudsman said calendar days!
    Been waiting since 19/8/19, but bank details only confirm on 31/8 – which is an absolute joke!

  41. AndreaG says

    I know this is more focused for those further down the line but just wanted to know if this was normal. Raised complaint via resolver 6/7 QQ said couldn’t find my account even though sent account number and copy emails detailing loans. Sent all of this again, 8 weeks lapsed, emailed and offered further week, no reply, emailed again offered another week and commented I would have to send to ombersman, still no reply. Sent to ombersman but now been 13wks since original complaint. Are they likely to contact me now or do I have to just wait for the ombersman? Just want an idea if anyone had similar experiences.

    • Lil says

      Don’t know if they will but I would say your better off letting ombudsman looking into it for you as quick quid seem to not uphold complaints or offer very little redress. I originally went through revolver with mine. Good Luck with your claim

      • AndreaG says

        Thanks, think with all the recent comments about them going the way if some of the others it is really unnerving for those of us at the start of our complaints, especially as I hadn’t even had a outcome, let alone any offer and most comments seem to at least get some feedback prior to the 8 weeks.

        • Lil says

          They are probably getting more and more complaints now with press etc, and don’t seem to have good customer skills unless they are taking your money. But good thing with resolver is your whole file gets sent across to Omundsman so they can see when you originally raised complaint. If you get worried you haven’t heard from Omundsman after awhile give them a call, they are pretty understanding

          • AndreaG says

            Thank you, yep missed the boat on pduk as complaint was still in the queue when they went under and all the horrible stories you hear on here makes you really pessimistic. Thanks for your advice 👍

    • Chele says

      I raise my original complaint on 14/6/18 got a final response from QQ 31/7/18, sent FOS (but I only sent a few months later) in September 18, got allocated a adjudicator in about June 19, then a decision on 19/8/19 …..still waiting for a refund!

  42. Emma says

    I’m only on day 10 of waiting for redress of just under 10k but its driving me mad. Trying to be patient but until the money is in my bank I’ll be worrying. It really is life changing for me. I really hope and pray that the money arrives in my bank within the 28 days. Until the 28 days is up and fingers crossed I wont have to wait that long, I’ll then chase.

    • Gareth says

      I bet your like me and check your emails and online banking 100+ times a day! I’m also awaiting a life changing amount, day 21 and driving me around the bend

      • Emma says

        Ha yes, I keep checking ALL the time but know people have been waiting much longer so keep telling myself to be patient but it’s so hard. The wait is literally driving me crazy. I always think the worst and would be absolutely devastated if, for any reason I didnt get the money back.

  43. Kim says

    Has anyone received refund lately who isn’t on the spreadsheet? QQ agreed with adjudicator on 13th Sept – I accepted same day and still no refund. 17 days now…driving me mad keep checking emails and bank!!

    • Robert says

      I am in the same shoes like you, not on the spreadsheet, accepted offer on 13th Sept and still waiting.

      • Cate says

        I accepted on 3rd Sept, confirmed bank details on 12th. Emailed to chase last week and had a reply to say it is due to be paid on or before 1st October. Fingers crossed it appears by tomorrow.

  44. Carl says

    Morning all,
    On Saturday, I received my refund from QQ. I was one who received the letter dated 7th August from FOS.
    Just posting some positive news.
    Thanks
    Carl

  45. Alice says

    I’m hoping there might be another big payment batch later on today, hopefully including mine which is due before Friday…

    • Sam says

      Me too but think it is unlikely. Accepted my first offer on 29th July, got my new redress last Wednesday and called today to find out when it would be received and have been told it is another 28 days. So in total if that is true that would be 14 weeks. I am not very happy at all and have sent it over to the Ombudsman again and I am tired of waiting.

      • Richard says

        I contacted the financial conduct authority today and they said they will be referring this to their superiors. I’m in the same situation as you Sam, Final Decision on Aug 1st but been getting the run around and no communication from QQ ..nearly 2 months now.

  46. Mike says

    Day 21 for me, so not holding out much hope for any redress for at least a couple of weeks. Anything quicker is a bonus. No rhyme or reason to their refund scheduling :(

  47. Sara (Debt Camel) says

    I am deleting comments which have the name of any customer service people at QQ or Enova. And that includes people asking what the first name is.

    a) they are not very well paid and doing a job which must be quite unpleasant at the moment. Just because your complaint is being unreasonably delayed does not mean it is the fault of that named person. It is very unfair to have their names published on the internet.

    b) worrying about who the individual is is quite pointless. It is not speeding up your refund at all.

  48. G says

    Reading about people’s timeframes there seems to be loads of people due this week or next, massive amount of cash for QQ to dish out, I’m very doubtful that’ll happen.
    I find it strange all who have received refunds are on the lower scale £1000ish-£2000ish mark

    • Mike says

      Yes strange. I had the FOS Uphold a case against PayDay UK only for them to go bust a few days later. Hope the same doesnt happen with QQ

    • N says

      The latest payouts on Friday have actually given me more hope. They are paying out people I just wish the people on the phone would let us know when the next batch would be they must know and just aren’t allowed to say.

  49. Carly says

    Just received the following email after I chased last Tuesday. I appreciate the contact they made but they haven’t answered my question directly. I’ll keep my fingers crossed!

    ‘Thank you for your correspondence. We understand that you would like to be provided with your redress as soon as possible and we are working to accommodate this for you. Please monitor your emails as we will send you an email once your funds have been issued to your bank account.’

  50. Sarah says

    I’ve just called QQ today as I’m over the 28 days, he stated it was 28 days from sending bank details, he apologised and stated that it will be paid hopefully by the end of this week but was unwilling to confirm this. He stated each claims handler has a volume of around 200 cases and they are working through them as fast as possible. He didn’t say anything about date order. Which would make sense why certain people are getting their redress quicker than others as people work at different paces

  51. Jon Doe says

    Good news!! Just got email from QQ advising payment will be processed within hour. Non spreadsheeter, accepted on 3/9/19. updated bank details on that day, was confirmed on 6/9/19 by QQ. looks like more refunds today!! 1478 in total, there or there abouts. Have received multiple emails advising of payment. Good luck all.

      • Kyle says

        Oh great! I see that makes it day 25 for you?
        I accepted on the 11th so I’m hoping for a refund by next week!
        When that say you will recieve your refund within the next hour, does this actually happen? I’m just curious so i know what to expect when the time comes :)

        • Scott Henderson says

          i accepted on 27th august,but was never asked to confirm bank details.i telephoned quick quid on 24th september and only had bank details confirmed on that day. yet still i have not received any further e-mails and not received my payment.

  53. GM says

    after a massive issue when it came to update my bank details, they acknowledged them and said they escalated my payment. Emailed back asking what it did mean and the payment timings… no reply.

  54. Jon Doe says

    Funds are in! Once they start confirmation emails, you are definitely getting paid! I accepted on 3rd so that makes it about 27 days over all.

  55. Keith says

    I initially raised my complaint with QuickQuid in July 2018, final response letter received from them in August 2018. Rejected their very low offer of £96 and passed it to the financial ombudsman. Adjudicator upheld my complaint on 10/12 loans and gave Quick Quid until 28/08/2019 to respond. They did not respond and the adjudicator advised that it will be passed to the Ombudsman. Does anyone know roughly know how long it will take for the Ombudsman to pick this up or have been in the same position?

    • Kyle says

      Hi, my timeline is pretty much the same as yours , my adjucdicator asked if I accept the offer or not and if I do I should let her know and if I dont, she will send it off to the ombudsman for a final decision. I told her I do not accept and she said if I change my mind I should let her know by a certain dated, I think it was two weeks later. Well, the two weeks later, on that exact date she wanted me to be in touch by if I changed my mind, she emailed my saud that quick quick have changed their mind and that will pay the full amount adjucdicator advised them to. Apparent this has been happening more lately but if not, I was told it’s about 3 months wait for an ombudsman to look at it.
      Good luck

      • Keith says

        Thanks Kyle. Hopefully they respond before it reaches the ombudsman as I don’t fancy waiting another 3 months plus the time it takes for the refund to reach my bank account

    • Calm 1 says

      Yep – Keith, your are not alone my friend!! QQ had to respond to adjudicator decision upholding almost all of my loans by 28th August. Adjudicator told me there has been no response either way which is highly frustrating. I am also now in queue to the ombudsman and been told not to hold my breath re wait! Its sods law….

      It would appear some have got replies in August to adjudicator decisions and been paid out too!

      I am tempted to fire off emails to these enova/fos teams but weary of the fact that it slows things down in the round for all concerned.

      If anything changes, I’ll be sure to post here and state so…just remember, I am the Calm 1 (not)!

      good luck 2 all

  56. ClaireR says

    I am waiting for QQ to repsond to adjudicator, they have until tomorrow, emailed FOS today to
    discover adjudicator is on holiday for the next week, so guessing I wont hear this week.
    (although I did then forward email onto generic short term lending FOS email address too)
    Good to know that timescale though, Thanks Kyle.

  57. Kim says

    I’m awaiting QQ to accept Adjudicators offer. Just wondering though, has anyone has any recommendation from FOS to QQ to remove detrimental entries on a credit file, as I have, and if so, has anyone had this actioned?

  58. Ruby says

    Anyone who accepted on 9/09/19 received their redress yet? I confirmed my bank details the same day but haven’t heard anything since the 18th. I know it hasn’t been 28 days yet but fingers crossed for this week (although I won’t hold my breath)

  59. Chele says

    I accepted on the 19/8 confirmed bank on 31/8 still not been paid, rang again told give another week! I don’t hold out much hope! I only waiting on 700.00 ! So I wouldn’t bank on it too much! When you ring you get fobbed off – they have not got the resources to cope with the number of refunds! I asked to speak too a manager he was the manager! Ask him why people where getting paid before me, he couldn’t comment ( he said don’t believe all you read on these blogs!) could not give me a date as to when it would be paid either!

  60. Carly says

    Just received £9,664.64 into my account in 31 transactions (with an extra £12). Pleased to say I am finally finished with QQ.

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