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
John says
Hi, I’ve not commented before but just wanted to say….. I started the complaint about 2yrs ago via a reclaim company, back and forth with QQ etc etc…..email on 7th Sept with redress, replied with bank details same day. Had an email on 23rd saying bank details confirmed. Post day 28 I’ve emailed twice to ask for progress update, no reply to any emails, called 0800 number on day 31, agent said she would escalate, called day 33, agent said she would escalate again also said comments on the file were not clear, called today, day 35 spoke to a man who put me on hold a while and then came back to say my file said I accepted on 23rd but when he looked further could see it was actually the 7th and he would send it to the team dealing with the redress with a correction regards dates. I was polite and explained I only wanted to conclude the matter and if they could escalate my case as it was now 5 weeks since I accepted I would appreciate it. I’m optimistic about settlement but will just have to wait and watch !
J says
Im on spreadsheet, received email 7th September, accepted same day, not had any emails but just checked bank and payment has just gone in.
Paul Davies says
OMG money) 4.6k)just landed in my account no emails .spreadsheeter sent email on 8th September, they acknowledged on 17. Gave up counting the days but I think 34. Good luck everyone. Now to sort out wonga and lendin stream(lending stream over 150 loans)
Ruth says
Congrats! Really happy for you
Jennifer Grant says
im On day 51!!! 😔
Chele says
Me too Jennifer day 45, when I rang yesterday I was told the redress department does
Work weekends and to ring on Monday and that unable to tell
Me anything as they don’t keep the notes updated! pack of lies all the time!!!!!!
Lowlowlola says
I’ve just been paid too – slightly more than originally quoted
No email communications however – good
Luck to all of you still waiting
Sarah – thank you ! I have made a donation to a London CAB and to Shelter to show my appreciation
Andrew Smith says
My money has just come in too on day 31. Yesterdays phone call must have helped! Just over 3k. Hope all those waiting get theirs soon.
Jennifer says
Do you mind me asking who you phoned
Charles says
Evening all,
I’ve just received my redress – under 4k – without any emails on day 33! Had to ask my adjudicator to get involved and chased QQ myself by sending three emails in between accepting offer on September 8th and today.
For anyone on 28 days and over – contact FOS and ask them to chase on your behalf. Best of luck to everyone, safe to say it’s been a rollercoaster! I will make another donation to CAB.
To Sara Williams – thank you so much for helping us all along on this very stressful journey! I will make another donation to CAB to say thanks!
Charles
JM says
Very similar story to Charles above.
Got an email from a Kirsten lady this afternoon but 10:45 USA time stating fund were due to be processed 10/10 (yesterday) and then no further emails but money in 20 minutes ago.
My advice would be if you can wait then wait as it’s coming but if you’re passed day 28 contact them as often as you feel necessary! Whether it helps or not we will never know.
I contacted on the phone every day past 28. On 32 now and finally paid.
Good luck everyone. Thank you Sara!
John M says
Another one here. Money just arrived in my account with no emails etc but it is all there. £3300!! I am so bloody happy!!
Sara (Debt Camel) says
That’s very kind, thank you.
Warren Grant says
Quickquid are not answering the phones!!!
Claire says
Hi all ,
I’m day 32 , just checked bank and money in .. it wasn’t there an hour ago and I’ve not received any emails
I’ve posted before throughout this nearly two year journey but for ease my timeline is –
Nearly two year wait at fos , spreadsheeter – accepted 09/09.
I have called once on Wednesday US Enova to chase and told escalated but were just trying to catch up. Emailed them today and included complaints at QuickQuid just asking if I could be updated on an expected time as now on day 32 since acceptance
I know some of you got all different amounts into bank but I just got my total and payer is QuickQuid
Good luck all let’s hope this weekend sees everyone sorted
Sarah Thankyou so much I will make a donation to my local CAB :)
Darren says
Hey all
Posted a few times before. They are paying out I just received my refund all correct. I was spreadsheet and excepted on the 16th of sept with email confirmation of updated bank details. Original email with offer was on the 6th sept but didn’t see it till the 11th. Only sent 6 emails all to the same addresses everyone has spoken of. I know it’s frustrating believe me but they are paying out so hang in there and keep ya cool.
Thanks again for the help this forum has offered and massive thank you to Sara for all her input time and effort.
Jennifer Grant says
How did you know you were on spreadsheet?
Sara (Debt Camel) says
People that were “on the spreadsheet” received a letter from the FCA in early August saying QQ had agreed to accept the adjudicator’s decison that they had previously rejected.
Craig Wallace says
On spreadsheet and accepted 9th Sept. No emails but redress has just arrived in my account in one sum. So relieved but, for all those of you out there still waiting, still angry at the way this has been handled. It’s time the FOS and FCA started showing some teeth and holding these people to account. Good luck to everyone who have yet to receive there payments. Stay strong and positive.
M M says
Spreadsheeter on Day 32. Had accepted on sept 9th.
Money has just gone into account, no emails confirming or warning that payment was imminent.
Redress was £8 more than original offer so a cool £3005. I didnt chase via any emails or phone calls.
BM says
So, after two years and the longest 33 day wait I have finally finished with QQ, called earlier after calling every day and getting nowhere, got out on hold, thought it was a trick, very nice lady said it was processed and would be 24-48hrs, Monzo watch notifications 1/2 an hour later and a single payment and I’m done, so relieved I could cry! Thanks Sara for all you have done, without this site I’m not sure if I would have survived this so I thank you from the bottom of my heart.
Darren Mallinson says
I’ve just checked my bank, the money is now in, in one payment. No email to advise.
Finally my relationship with QQ has ended. Most of the money will go straight back out to clear other debts, but I’m happy all is now over.
Here’s hoping all those waiting get similar good news today or over the weekend.
Stew p says
How long had you been waiting?? I accepted on the 16th sept hope it comes soon!! Seems they pay out more on a Friday so I’m hoping.
Darren Mallinson says
I accepted on the 9th, then again on the 16th when they sent an amended offer.
Stew p says
Thanks. It’s good to see so many again. Hopefully next week it will be my turn then!! :-)
Ruth says
I don’t have online banking. This afternoon I checked I only have £3 and told my daughter we need to wait 😢.
But I was trying to pay my bill just 5 mins ago and got through. I hope the money is in there🙏🙏. I am not sure. My daughter is in bed and I cannot go out to check. I hope me and my daughter nightmare is over. I can feed her what she wants and treat what I owe her.
I will update today. Hope I will get good luck
Charles says
Keep us posted Ruth, hopefully it’s money in the bank for you too!
Also interested to hear from Chele, think they have been waiting for well over 30 days!
Charles
DE says
Similar to some others my money’s just landed. Got 3 emails in the process. Am on day 30 personally, hadn’t contacted them until day 28 (Wednesday) and since then had emailed 3 separate accounts, called twice and emailed my adjudicator. Just pleased its over. Most recently I emailed the complaint email listed above. May just be a coincidence it came through shortly after but worth a try for anyone waiting.
Lewis says
First post. On day 34, redress appeared around 7pm, no emails. Had been chasing daily since 28, upped the pressure to the head of complaints & CEO today, couldn’t say whether or not this had impact. Posting this as earlier this week I was very upset and paranoid about the likelihood of ever getting the money. Anyone in this position please take care as they will pay. Stick with it! Ps. Thanks to all on this site, donation to our local CAB forthcoming.
Emma says
hi I’m new to this but I’m in the same “waiting boat” I accepted my offer in the 9/9/19 was advised 28 days and I am still waiting I’ve sent a few emails chasing them, and I’ve contacted my case worker at the FOS – I’ve not received anything but I do have my fingers crossed and hope something arrives soon
Emma
Cat says
Refund has just been deposited, one payment, no emails
Accepted 7th sept
Recieved another offer on the 16th and accepted straight away
Emailed monday, wed and today – only different today was used the complaints at quick quid email someone mentioned earlier today. Not sure If a coincidence or not but happy to have the money at last
Sarah says
Hi Sarah, everyone, just received this from Quick quid Thank you for submitting a complaint. However, upon further review, we found that you previously filed for an irresponsible lending complaint with us, before your complaint was received. The final response was issued on 28/11/2018. It is our policy to review complaints made by customers across both the products of CashEuroNEt UK LLC (QuickQuid and PoundstoPocket). As such, we can only review one irresponsible lending complaint per customer and as you have filed for this complaint directly with us before your complaint was initiated; we have to respectfully decline your complaint request and deem it withdrawn.
I complained back 2018 but it was never responded to and I went to the Ombudsman Jan 2019 but have yet to hear anything. What does anyone else think. They are saying they issued a final response but I never received anything. Its all in resolver and it was never responded to by quick quid thanks Sarah
Sara (Debt Camel) says
If a final response was issued on 28/11/18 (and I know you said you didn’t get it) then your complaint to FOS in Jan19 was within 6 months. Have you talked to FOS about this?
Sarah says
Hi im waiting for them to pick it up they have just dealt with my pounds to pocket loan and upheld my claim. Do you think i should ask them for a copy of the final response letter that they say was issued? Thanks Sarah
Sara (Debt Camel) says
Have FOS acknowledged your complaint about QQ?
Sarah says
Hi no quick quid acknowledged 14th November 2018 and emailed again the 12th December 2018 to say the investigation was still on going and they will be back in touch. I never heard back and I escalated to the Ombudsman 2nd January 2019. All this was through resolver so I have the dates etc. Thanks Sarah
Dav says
Good news! Quick Quid have just made payment £2900 glorious pounds :)
It’s been a hell of a long wait but ita finally done.
The 28 day period in which they’re supposed to pay was stretched. I provided my bank details on 9th September and received payment today.
Danny says
Recieved money! No email
Chris says
Received my redress this evening just under 5000. I was on the spreadsheet and sent bank details on the 17th September.
Very happy although as a note to maybe most of us let’s all try and be more sensible when it comes to loans etc.
I messed up time after time and whilst I’m dead happy to have recieved this money I’m also aware that the trouble I’ve got myself into over the years is much my own doing.
Hope everyone else gets their cash soon xx
Much love
Sara (Debt Camel) says
Great to hear so many payments have been made this evening. Hoping everyone waiting gets paid!
Emma says
Nothing been 21 months now no word from FOS or quick quid fed up now
Charles says
What stage is your complaint on, Emma? Are you waiting for QQ’s offer? Have you had a final decision from QQ and are now waiting for FOS to investigate?
Charles
Emma says
FOS took over jan of this year. I’ve emailed them today and awaiting for them to get back to me. Had nothing since then so disheartening.
Charles says
I would suggest calling FOS to ask for an update on Monday, they have been very friendly and helpful in all my dealings with them.
You can briefly explain the situation, check if an adjudicator has been assigned to your case and perhaps ask them what stage the complaint is on. Another way to gently nudge them (which I’m sure was suggested by Sara a few days back) is to ask if they need any more information (think bank statements, loan breakdown and so on), and do this every so often. Obviously you don’t want to call FOS every day, but I would say once every 10 days in your situation is probably acceptable, and why not follow up with an email once every two weeks or so until you see some traction? What you have to remember is that FOS might be waiting for QQ to respond to their findings, and seeing how long it took for most of us to get refunds, QQ are not in any hurry to respond.
Nonetheless, I think being a little proactive with chasing won’t hurt, especially after 21 months. Just don’t get disheartened if initial responses are not promising! My adjudicator took around four months to come to a decision, but has been very responsive afterwards and helped me with chasing QQ, I honestly could not be happier with FOS!
Charles
Emma says
Thanks I will give them a call or email on Monday. Do you have an email or number I can call/email on please. Thanks for replying I’m sure soon enough i will here something back. Thanks again
Em says
Hi Emma, I sent mine to FOS in August last year and didn’t hear a single peep from them until September this year when they’d investigated my complaint so please don’t feel disheartened – it will happen. They are just snowed under with so many complaints that it takes quite a long time x Fingers crossed when they do look at your claim you have it upheld xx
Steve says
Here we go…..my 28 days is nearly after providing bank details and they just email this to me:
We refer to our recent communication to you regarding our agreement to settle your complaint per the Financial Ombudsman Service (FOS) recommendation. Unfortunately, we have been unable to process the refund you are due as you have not provided your bank details. Please contact us on the number below or respond directly to this email as a matter of urgency with the sort code and account number of the bank account you would like your funds sent to. Once this information is received, we will pay this refund to you as soon as possible.
Please respond directly to this email, or phone us on 0800 016 3114 with these details.
Deborah says
I have just had the exact same email even though I have called them and emailed them to provide my banking details…. fuming right now just hope that his doesn’t mean we go to back of the queue again 😫
Charles says
Let your adjudicators know, provide proof of submitting bank details and hopefully they will be able to apply some pressure on your behalf!
Charles
Mark Allen says
Just received an email from QQ stating that cannot process my refund as I haven’t give them my bank details which I did in my returned email on the 8th Sept. Absolotuley fuming! Does anyone have a suggestion please?
Sara (Debt Camel) says
does the email not tell you to contact them about this? Steve’s did – see above.
Mark Allen says
Hi Sarah, I sent my bank details on the 8th Sept and also rang on the 19th for an update where I also confirmed they had my bank details and logged in to QQ to check so don’t really see what more I could have done tbh
Deborah says
Hi I have just called them, the lady said she was aware an automated email has been sent out and she confirmed they have my bank details and that they have been confirmed previously via email. So god knows what’s going on or why We have been sent the email when they have the details.
PH says
Amazing what happens when you email Mr Andrew Bailey head of the FCA. 5k just landed in my bank account. December 2017 my claim started. £15 the offer from the bandits that are Quickquid back then. Keep pushing and go straight to the top with your complaints.
Good luck to everyone.
Annie says
Well happy to say I also got my redress paid this evening, only 6 days over the 28 days! Relieved it is final over and some big debts now cleared. All was paid in one lump some with no emails to say it had been processed.
Only one more to go with amigo which was picked up over 2 weeks ago by an adjudicator so should hear the outcome soon, hopefully a positive one. Good luck all who are still waiting for payment, I hope i comes soon.
Big thanks to Sarah for all you do here to help and advise us, I’ll never go down that dark road again!
Ruth says
I got my redress Just over £6000
Honestly, I just was shaking and relieved. Finally, it is over. Yesterday, someone post an email to sent after that received the money. I had no hope but I did sent to that email as well. Not sure it is coincidence or not. Thank you so much Sarah and everyone that posted here to update their situations. I hope everyone will get your money soon xxx
I have emails them about 6-7 emails and phoned twice. Accepted and sent bank details 09/09
Mr T says
Quick update I have also received my redress (over 7k) last night . I was on spreadsheet from August . Good luck to everyone else waiting. They are paying out. Thanks again Sara for this forum.
K says
Good to see so many received payments…unfortunately I’m still waiting…29 days now and they don’t do refunds at weekend so will have to see what happens on Monday!
Roly says
I am waiting for a quickquid response to the adjudicators findings. They should have responded by 11th September but the adjudicator hasn’t yet heard anything in response. Will my complaint be added to the ‘spreadsheet’ or will the actally respond at some point to the adjudicator?
Phil says
It seems to depend on your adjudicator
I am into my 10th week of and no response from QQ yet and my adjudicator advises to continue to wait.
Other people seem to have been put forward for an Ombudsman’s review a lot sooner
I don’t know which is the best option.
E says
Mine has just been sent to the ombudsman after only 4 weeks of no response to adjudicator x
E says
Just to add to my previous comment – I had a response today stating QQ agreed with adjudicator to uphold my complaint. May be a coincidence but seems strange the moment they were advised it had gone to ombudsman for final decision that they decided to reply to my adjudicator.
Rach says
Wish mine was getting paid out like everyone else’s is, adjudicator told me of their decision in August upholding all but 3 of my loans (which I was more than happy with) then get an email saying they’d made a slight mistake (only one more loan and it was a small one so again no issue) but because of this Quickquid were given another two weeks to give their response…still hadn’t heard anything by beginning of October so sent a message to my adjudicator and this was her response..
‘We are currently working with Casheuronet UK, trading as Quick Quid and Pounds to Pocket, to reach an understanding about a large number of cases where we have upheld some loans. Your complaint is included. Unfortunately I can’t give you a time frame on how long this process might take, but it will likely be faster than if your case were to be passed to an ombudsman for a final decision which may take a number of months.’
What does this actually mean? And it doesn’t reassure me saying it will take quicker than an ombudsman decision as I’m waiting for one on another case which has almost been a year now! It’s only Quickquid and H and T (with the ombudsman) left to resolve now and just want it over and done with.
Jannette HOYLE says
Hi,
I received the email saying they could not process a refund as I had not supplied bank details. I thought my complaint with them had been sorted as I owed QQ money they put the balance back to me not owing them anything and removed the defaults from my credit score. I am fairly sure I have not received anything else and reading everyone’s comments its also the first I have heard of spreadsheets. At first I thought the email was spam but know now it’s not and I look forward to seeing what they are going to offer me!!
Stew p says
Hi, so I’m on day 28 since I sent my bank details so hopefully today is the day. I did get an email asking for my bank details so quickly replied them again stating I did already do this with their confirmation email attached. Also sent a email to the complaints email asking why this has happened as I already completed as asked. Also in the email I asked where my bank details are as they should be looking after this information.
What do you guys think are they just trying delay?? Do you think I will get this money today and should I ring them?
Stew P says
The second email asking for my bank details was sent Friday
K says
I’m on day 31 and will be ringing them later this afternoon if ive not received payment…I’ve never had an email regarding my bank details I just rang the day I accepted being 13th sept and confirmed my bank details were correct but not had any email confirming the same
Craig says
I’m day 28 since accepting 16th Sept. Nothing in so far, but they are based in the States and a few hrs behind us so I doubt I’ll see anything until this evening/night. Will give it until tomorrow morning and if still waiting then I’ll be onto them and my adjudicator.
Dan says
It will be 28 days minimum from when you got your bank details verification email mate.
M says
Day 35 for me. Ringing them daily and getting nowhere. The guys answering the phone are pleasant enough but still have no clue what’s going on.
I also revieved the email this weekend about banking details, I’m told this was sent in error to a number of customers.
Just need this over with now, even after the 28 WORKING days stunt they tried to pull on us, this is also up on Wednesday so hopefully not long.
Stew p says
Thanks for your updates!! Can you remember seeing if anyone got payment on a Monday or is it usually Friday? My redress is just under £4000 what about you?
Cal says
Hi everyone
Just to let you know that they process refunds on a Monday as I have just received mine 13.5k. So glad it’s finally over. Quickquid have been excellent with my case that have been good at communication. Hang in there everyone they are paying but probs behind a little bit as they are swamped with complaints. :)
Stew P says
Good to hear!! Were you on the spreadsheet?
Cal says
No I wasn’t on the spreadsheet
K says
Hi cal,
That’s brilliant news!! Can I ask when it was you accepted? I’m hoping mine goes in today too
Kim
Cal says
Hiya
I accepted about a month ago
Jeff says
Hi all,
Just a run down of my case timeline;
Made my complaint to QQ back in March 2019.
They came back a few weeks later with an offer of redress on 5 randomly selected loans.
That offer was rejected outright. Sent over my case to the FOS.
Adjudicator was allocated to my case in August.
In September the adjudicator found in my favour and deemed that about 90% of the loans issued should not have been.
QQ didnt respond within the 2 week period and the adjudicator gave them a further two weeks.
I sent a few polite emails to enova/QQ (emnails are listed onprevious comments) during this time just to keep things moving.
Half way thru the additional two weeks the FOS granted Enova made an offer based on the adjudicators findings.
That offer was accepted. So i’m plugging thru the 28 day period.
Just too add the original offer they made was just 10% of the amount detailed in my 2nd offer.
Jeff says
To be honest i’m still in shoock that QQ actually made an offer based on the FOS’s findings. I was seriously expecting and getting geared up for the long haul fight. But after 7 months it seems to be on the verge of being finished.
Sara – thanks for your work on the site. It’s tremendous and you’ve generted platform for people collectively push back against these sharks.
It seems like QQ are seriously taking the piss with some of the people that come here for help. I tried my best not to pester anyone at QQ/Enova…but if i owed them money…i doubt they would be so calm about it.
Anyway….thanks for the help/info and for anyone still waiting…keep plugging at it…you’ll get there in the end.
Calm 1 says
Yes, glad to see lots now getting their pay-outs!
Some are clearly getting very meaningful amounts and deservedly so.
I am one of those who fall into the brackets of adjudicator upholding compliant in August this year to which QQ has not responded or acknowledged as far as I am aware.
I am in the queue to the ombudsman as a result however I was told by my adjudicator that I could be pulled from the queue if an offer was forthcoming.
If anybody in the same position gets a breakthrough from QQ – can you please share? Be interested to know if any August 2019 adjudicator decisions have been acted on by QQ.
GL to all xx
K says
Hi
Adjudicator ruled in my favour on 14th August giving QQ until 28th August to respond. They didn’t respond until 13th September but then agreed with adjudicator decision and agreed to refund. I accepted the same day but still awaiting the refund!!
Kim
Calm 1 says
Hi K, yes same here but QQ haven’t responded at all to that late August deadline. As far as I am aware they didn’t even request an extension.
Don’t really know what to read into that given some like yourself have had a response and others like me have not! Makes me wonder if I am on their radar at all… but have to go with what adjudicator says I guess.
Out of interest K, is your compliant relatively small – mine is 20 loans plus so I am wondering if smaller matters are being pushed through first.
Just don’t know.
keep updated K.
k says
Hi
I don’t think QQ requested an extension the adjudicator just wrote to them allowing them a further 14 days and thankfully they came back. Think there was around 13 loans but rolled over multiple times – the refund I’m awaiting is just over £4.8k.
I did chase QQ for a response a few times but not sure if this helped.
Thanks
Calm 1 says
K, how did you chase? email or phone calls and to whom…. might be an option!
Was it the adjudicator who informed you of their offer of did QQ come to you directly?
Also, at what point did you get your offer figure? When adjudicator came back to you??
Appreciate the info. I’m sure it will benefit others on here too.
Thanks
k says
Hi
I chase by phoned and email 02038592760 foscomplaints@enova.com
Yes, QQ go back to adjudicator and confirm if they agree, if they do they provide their calculations then.
My adjudicator rang me and also followed up with an email. I emailed back confirming acceptance and rang QQ to confirm my bank details were correct.
Payment was suppose to be made within 28 days but I’m now on day 31….its so frustrating.
Hope you get a response soon
Thanks
E says
I am in same boat. My initial complaint went to FOS August 2018 and wasn’t picked up until end of August 2019 – QQ have never responded to them (they upheld 17 loans of mine). After 5 weeks the Adjudicator has now sent to ombudsman- I also sent emails to QQ giving them nudges to respond but that never worked for me. It is annoying that they are picking ones up earlier than mine x
Mr and Mrs C says
Finally an answer from QQ – we accepted via the FO on 12.09.19 – have also emailed QQ 3 times to say do you need the bank details, today we get this..
We have been advised that you accepted our offer. In order to move forward with resolving your complaint, please confirm if the banking details we have on file (acct ending ****** and sort code ******) are correct. If anything has changed, please reply and provide the updated banking details.
Please be advised that redress is processed within 28 days from the date we receive notification of acceptance, and valid banking details/confirmation.
Suspect we now have to wait ANOTHER 28 days :(
Linsey says
Hello
Can anyone advise me on whether i should accept the offer below or go to FOS.
In just under four years I was provided with 12 payday loans totalling principal £7,777.10, I paid back a total of £14,910.21 and have been offered a refund of interests and fees for three of the twelve loans, for the amount of £2,122.14.
2026686 – originally took a £500 loan 03.03.2011 paid off 26.08.2011 and took at new loan 2892973 three days later for £600
any advice would be greatly appreciated.
Sara (Debt Camel) says
Were there any “big gaps” the time between paying one loan off and taking out another one?
Linsey says
Hi Sara no they weren’t maybe 2-6 days, pretty much soon after for all loans. What do you think I should do?
Sara (Debt Camel) says
in that case you seem to have been offered a pretty low refund.
QQ don’t negotiate about this. So your options are to take the £2100 or send the case to the Ombudsman where you may be able to get two, three or more times that amount back. It’s hard to tell how long an ombudsman case might take. They used to be very long if there were loans over 6 years, it may be quicker now though.
Linsey says
Hi Sara thank you I thought it was quite low. I’ll wait to see what the ombudsman say.
Appreciate this blog so much wish u found it earlier
Dan says
Received my redress of £6097 on Friday afternoon of last week on day 30 from CashEuronetUK subsidary Pounds to Pocket.
Originally the adjudicators recommendation was refused and the lender offered £1800 back in June 19 which I refused. This was passed to the Ombudsman and on theb6 Sel 19 I received an email from the lender accepting the original recommendation.
7 Sep I accepted the new offer, with bank details verified on the 12 Sep.
Money paid into account 30 days from the 12 Sep.
I did send one polite but forceful email to all known CsshEuronetUK addresses on the 30 day point and received the payment 2 hours later……however I think this was just coincidence.
Good luck everyone and don’t let it drag you down. I was checking my account every 30 mins and it became some kind of personal mission. The money will come, be patient :)
Deborah says
Hi what email address did U use I just can’t seem to get any response from anyone I’m on day 36 now since accepting redress offer. Getting fed up
Craig says
I’ve used complaint@quickquid.co.uk and got responses, albeit after a few days. Tried foscomplaints@enova.com before too, but not had any joy with that.
Deborah says
Thanks I’ll try that one. 🤞
EMMA says
Day 45 and NO refund, accepted on the 8.9.19 adv to wait upto 28 days!! Yes i am worried as i feel like this refund is never gonna come, after fighting 4 years with QuickQuid through an adjudicator/ financial ombudsman -I called Quick Quid spoke to a lovely lady called Crystal, who said that my loans funds was returned on the 10.10.19, when i emailed back thinking ive not taken another loan out, to find that this infact was my refund….. I called the Nationwide and asked them why they returned this, and they said they never, and wouldnt. so now Ive had to send another email to Casheuronet with my bank details again, and hopefully someone will get back to me. This is so frustrating as now i dont know who to go to now.
Any advice greatly received
Thanks
Emma
Chele says
Finally Payment!
I’m on day 45
Rang again spoke to a lady called Amanda (rang about 4pm)
Who spoke to the redress team for FOS complaints
Advised to leave 24/48 hours and the refund will be process.
Within 1.5 hours it’s been paid – £60.00 more than the offer.
This headache of chasing is over.
Sara (Debt Camel) says
At long last!
EMMA says
Chele who did you ring, and how do i get to speak to someone in the Redress Team….. Thanks Emma
Myles says
Does anyone know how the FOS assign cases? My adjudicator decision was rejected by QQ in May, it apparently didn’t go into the queue until August as my original adjudicator left. I called today and it’s been assigned to an ombudsman but they couldn’t tell me when. I submitted my complaint a year ago but keep seeing cases that were submitted after, rejected at adjudicator level after and then assigned to an ombudsman before. I’m not complaining as I know FOS are under pressure and trying their best, I just wish they could be open about how they assign cases rather than saying that it’s done in the order they come in when it’s obviously not.
Dan says
Mine was sent to the Ombudsman in early Aug after the lender rejected the Adjudicators recommendation. Sep 6 I got an email from the lender saying they had changed their minds and now agreed with the original recommendation. Are you handling it on your own or going through a claims agency?
Myles says
Thanks Dan. Handling it on my own, I didn’t see the point in going through an agency.
Joanne says
Hi Myles, did they tell you how much longer you could expect to wait now it’s been assigned to an ombudsman?mine has been In the queue for 3 months now, I spoke to
Somebody the other day and the said the wait was four to five months from when you were put in the queue but I’ve seen people saying they have been waiting over a year!!
Myles says
Hi Joanne,
They didn’t say, he couldn’t tell me when it was assigned so I’m pretty sure he just wasn’t sure and said it was assigned. I would say when I phone back in two weeks they’ll say it’s still in the queue.
Jo says
Mine was sent to the ombudsman in June after P2P refused the adjudicators decision still in the que waiting for an ombudsman. My adjudicator said it went in date order of when you originally submitted yr complaint which can’t be true as mine was originally submitted to the fos last November original complaint to P2P June 18 and complaints after mind have been dealt with
Emma says
Same as me original complaint went in june 18 quick quid rejected and was sent to FOS in end of last year. Heard nothing at all emailed FOS on thursday and they said someone would get back to me which they haven’t as yet.
Jacob says
That’s interesting I was told they are picked up from the ombudsman queue based on length of time in that queue not based on when it was first sent to the FOS. My original complaint was sent to them in July 2017 so well over 2 years ago. Adjudicator decision rejected in April 2019. Placed in the ombusdman queue mid July. My patience is starting to run thin as I feel I’m getting fobbed off with ppl getting different information from the FOS.
Craig says
Well day 28 for me for yesterday and….no refund has been paid out. Will get onto my adjudicator and let him know. I also emailed the Enova FOS email that was posted above last night, but not had a response. The wait continues….
K says
Day 32 for me today and still nothing, get no responses to any emails and been ringing every day since 28 and still nothing :-/ fingers crossed some refunds get paid today
Craig says
I’ve not even had one of the “confirm your bank details” emails from them and had to contact them myself the other week to do that. I just hope that the 28 days didn’t then kick off from that date, as it will push out my payment date to early November now!
K says
I’ve not had a confirming bank details email either!! I rang same day as acceptance confirming bank details but had no email confirmation. When I rang yesterday I asked and they said there was a note on to say bank details are confirmed.
Craig says
I got a confirmation email that they updated my bank details on the 10th, so at least that’s done. Just have to keep checking my bank and emails to see if it’s in. They’re shooting themselves in the foot though, as the longer they take to pay out the more interest they have to pay. So it’s costing them to drag their feet.
Rel says
Hi there – I was waiting for QQ to come back to Adjudicator (who upheld my complaint) and there hadn’t been any response, despite an extension given by Adjudicator.
However FOS emailed today to say that QQ have finally responded will make me an offer directly via email, in accordance with the Adjudicators findings :)!
However, how long should I expect to wait for QQ to email me with their offer… quite while I expect? And is this normal, or are offers usually made through FOS for me to accept?
Carl S says
Hi when did the adjudicator first email you about upholding your complaint and how long did it eventually take QQ to respond? Mine was upheld by an adjudicator on 23/09/2019 still nothing back, they didn’t respond by 07/10/2019 so this was extended until 17/10/2019.
Em says
Mine was upheld end of August and still no response from QQ – my adjudicator has put my claim in ombudsman queue now. There are some people that are still waiting for responses to adjudicator after 9 weeks and some that get a response within a couple.
Rel says
Hi Carl
My complaint was upheld start of Sept, and QQ were given 2 weeks to respond – they didn’t, and this was extended 2 more weeks to Oct 5th… they didn’t respond by then and Adjudicator started proceedings to place me in queue for Ombusdman…. however just this week they responded and apparently agree to Adjudicators findings and will make me an offer directly, in line with findings (not through FOS.) Sounds like delaying to me
Sarah H says
Hi my case was upheld by the Ombudsman 23rd August. Who was then on holiday till 9th September. Pounds to pocket then agreed on the 24th September. Cashnurnet emailed asking for my bank details on the 10th October. I replied the same day. I emailed the adjudicator at the Ombudsman yesterday and they said to give them till 17th October to reply to my email. They have till 23 October for the 28 days to be up. The adjudicator said he will chase it up after this if i haven’t heard anything or been paid. Thanks Sarah H
Calm 1 says
Hi Rel,
When did the adjudicator uphold your complaint??
From my earlier posts, you will see that I am also waiting for a QQ response to adjudicator upholding my complaint in August 19!
Leaving work early today so going to call up this FOS team at Enova and see what they have to say…..probably not much!
Can’t wait to get an email offer from anybody at this rate (preferably monetary)…. am there for the taking! ;-)
Carl S says
Weird the way some people are getting a response quicker than others.
Calm 1 says
Hi Rel,
When did the adjudicator uphold your complaint?
Thanks
Rel says
Hi Calm1
After a while with FOS complaint was originally upheld 2nd Sept
Ciaran says
Day 28 for me (spreadsheeter), offer received and accepted on 17th September.
Have to say I’m not confident reading some of the comments above.
I’ll post again should there be any developments today.
Stew says
Same boat nothing heard. They don’t seem to want to pay until it’s over 28days. Some are into 32 so I’m not anticipating any time until on or about 32. I know it’s only a few days more and all that but we all received the letters at the same time and all have had complaints in for 2 years or there abouts. Have you called them?
Ciaran says
I called them yesterday, they said if I hadn’t received anything today then call them and they would escalate.
Stew says
Don’t know how long it takes once they have escalated it as I think all this means is a email sent to the department.
Gemma says
Is anyone waiting for a redress figure? My complaint was upheld 8 weeks ago, however they asked for more details and clarification about which loans the adjudicator upheld, that was 8 weeks ago and I’m still waiting on a figure?
Thanks
Sara (Debt Camel) says
Go back to your adjudicator and say this.
Gemma says
I have an she is chasing them. I don’t understand the delay. I’ll keep emailing and calling until I get a response. Thanks Sara
Mellymel says
I’ve had a right game with the Ombudsman! I got my ‘offer’ and request for bank details from QQ in early sept like many others here. I knew it sounded way too low so have queried several times with QQ and the FOS.
It’s taken until now to find out that QQ are still only trying to pay out on an offer that i declined from them in Dec 18 which was only 5 loans out of 19.
So, today I’ve been back on to the FOS and asked them what is going on and why am I only being refunded five out of 19 loans. They agree that they were all found in my favour and now have to do more investigating,
Every person I talk to at the FOS has a different opinion on it so now they are going to get the figures from the adjudicator and hopefully instruct QQ to pay out correctly!
This has been going on since Nov 2017 and it’s got beyond a joke.
Mr G says
I was on the settlement spreadsheet and accepted the QQ offer the same day it was sent out – 7th September. I then received a follow up email from the firm on 12th September to confirm my bank account details, which I did that same day. No sign of my settlement arriving after 28 days (5th Oct) and now a further 10 days have gone by. I emailed the FOS to see if they could help and they provided me with a phone number 0800 056 1515 which they said is a dedicated line for such scenarios. I called that number just now and was transferred over to the financial resolutions team at QQ. The lady on the phone informed me that my settlement was sent on the 10th October (I didn’t receive any emails either), so I should of received it by now and if I had not received it by tomorrow evening to call back. Not sure how a firm can send an electronic payment on the 10th October and it still not have arrived 5 days later. Will see what happens by tomorrow evening but waiting for a fair amount of a refund so keen to receive it. Best of luck to everyone also still waiting for their refunds. Thanks again to Sara for all the guidance and this great site.
Mr G says
Well 3.5 hours after my post above, funds deposited to my account in full (£14K+) . No way that was a coincidence. I think calling the number above definitely moved things along. I wonder if QQ have mislaid lots of the overdue refunds and it just takes a call to help them look for them. Anyway best of luck to everyone who are still waiting, I hope yours come through soon also.
M says
What’s the best number to call on?
I’m on day 35. Email and call every day just to be told the same crap, that my case has been escalated and will be processed in order. I’m started to really lose patience but what can we do. The FOS have no say over what they do and they themselves do not care that they’re now a week over the agreed payment date. Anyone any advice other than go back to adjudicator as they aren’t very helpful either.
Christine says
I personally now call on a daily basis 08000163114 it makes absolutely no difference, they tell me daily they have escalated my complaint but Still nothing. I have now been told, give them until the end of the day tomorrow and if still not received to call them back.
Ross says
Day 43 now since accepting offer. Still no sign of payment. Emailed every address I could find, no response from any. Been back to adjudicator. Phoned several times. Still nothing.
K says
Day 32 for me…non-spreadsheeter, keep ringing and get told the same that it’s been escalated. Don’t know why it’s taking so long when some people had payments well within their 28 days!! Not sure what to do myself…spoke to FOS and they said to allow them till Monday and if still nothing go back to them and they will chase too! All my emails have also gone unanswered. Has anyone received any refunds today?
Mark Allen says
After numerous emails and phone calls I have finally received my redress. Hang in there people they are paying out
K says
Hi
Can I ask how long you’ve been waiting and if you are on the spreadsheet? Glad to hear they are paying out :-)
Mark Allen says
I got an email on the 8th Sept. Had the email saying they didn’t have my bank details the other day but kicked off and it was sorted last night
Gina Chidwick says
Hi there, I put a complaint in with quickquid for affordability and yesterday I recieved an email saying they would refund me money. I had to confirm that I would accept the settlement and to provide ebank details which i have. It says that the money will be available as soon as possible……but they haven’t gave a time limit? How long should I expect to wait?? It was quickquid direct I didnt need to go to fob.
N says
I got mine within a couple of days.
Elaine says
I got mine the next day
Emma says
So I went through a refund company unfortunately before I came across this. Been told today by FOS that back in january the company stopped my claim as they didnt think it would be a success. Absolutely fuming I have gone ahead and carried on the complaint again, but now back to square one after 19months 😡
Sara (Debt Camel) says
So a claims company stopped your claim without consulting you or even informing you?
Emma says
Yes they did, absolutely disgusted with them. I’ve restarted the claim myself now, but I want answers to why they did this. As far as I was aware it was just waiting at the FOS
Sara (Debt Camel) says
Is the Claims Company now FCA regulated? Have a look on their website. If it is, you should put in a formal written complaint to the Claims Company and ask them to refund you the interest you had expected to get back from QuickQuid. If they refuse, send that case to the Ombudsman.
John says
Hi Guys,
But of advise please, my adjudicator ruled I was owed 2000 from quick quid which they agreed. They asked me if my bank details are still same and they would pay within 28 days. This was 10 days ago which I thought was fine as they would probs pay on 28th day.
However I looked at their trust pilot and apparently loads of people havent been paid what’s owed to them for months..and they keep ignoring fos…I thought they had started to pay people but now concerned they are about to go under?
Jamie Rossiter says
Hello all,
Adjudicator upheld 14/17 loans on 1st August 2019, gave QQ until 15th August to respond. Nothing.
Adjudicator then gave another 2 weeks. Still Nothing.
It’s now exactly 2 months later and still nothing, I’ve emailed my adjudicator several times and he suggests waiting as there are many people in the same boat! Even he has gone quiet on me now, asked for a few updates but no response.
Frustrating.. suppose I just have to keep waiting.
Good luck all.
Phil says
I am in the same boat, I chased my adjudicator for an update on Monday and asked him how long he would give them to respond and this is what he said
Unfortunately I can’t give you an estimated timescale. It will be until I am advised otherwise. Our system can pick up how long ago decisions were issued and how long we have been awaiting a response.
So when we are awaiting decisions for a prolonged period these can be reviewed and chased at a higher level. We have experts who are constantly in communication with business’ and they are generally trying to iron out any issues which may occur.
So until we get advised to act any differently, unfortunately we will keep chasing the business for a response.
But I will be in contact when I have any updates for you.
Christopher Skinner says
Hi Sara
Just to let you know as it might benefit others:
I have recently complained to Northway Financial as my Swift Sterling loans were older than 2015. My complaint was after the 2 years allowed from date of last transaction as well.
Ive just had response from them explaining all this as well as the fact that they are in Malta and fall outside of our current jurisdiction, therefore have rejected my complaint but have offered to remove the £565 that i owe as im ‘having financial difficulty’ but only as an offer of good will and not an admission of irresponsible lending.
Im assuming that i should take this offer as i cant escalate further?
Thanks
Chris
Meg says
Has there been any cases where people have had their money before the 28 days ? I’m only waiting on £250 and I’m impatient so god knows how some of the others are coping 😂
Jannette HOYLE says
Hi,
I have just been trying to ring casheuronet on the 0800 016 3114 number and it keeps cutting off, not even ringing. Is anyone else having any problems??
Craig says
People have had more luck calling in the evening, as the company are based in the States and are 6hrs behind. So it’s still early morning over there just now and you will either not get hold of anyone or a grumpy night shifter. I’m going to chase them later on, as I’m now at day 30 and no refund. 08000561515 has also been quoted above as a number given out by FOS, so try that too.
Christine says
I called this number about an hour ago and they answered, not helpful but they did pick up, Just keep trying and good luck!
Jannette HOYLE says
Hi,
Thanks, I got through about an hour after posting. They have given me my redress figure but what I can’t understand is that I never received an email off them with the offer and it was only when I saw the email this weekend asking for bank details did I know anything about it. It had been so long since I had heard from fco and the last I heard was qq had settled my outstanding loan and removed my default from credit report so wasn’t expecting anything else!!
Craig says
I rang when I got in and spoke to an American woman who sounded utter exasperated when I said it was about an FOS settlement. Couldn’t tell me much, other than payments are currently being made and just need to keep monitoring my bank and emails. They have no idea in what order things are being done. Just need go keep waiting. Sigh.
Phil says
I’m not sure if this affects how many other people,
My claim is on hold, it was made early in 2018, relating to loans over 6 years old (although they were still be repaid). Adjudicator ruled in my favor just after Easter. and QQ disputed this.
Found out more details of the delay today, it is because I was with a debt management company during the time and they argue that the DMC should of told me about the possibility of claiming earlier.
In fairness it was actually the DMC that informed me about making a claim, as they had a sister/related company that wanted to make it for me. This was a total surprise so I asked them for further info.
After looking at this and doing some research, i then made the claim personally (i think within the month of being informed). I’ve sent on the correspondence I have from them regarding this to FOS today, which should hopefully counter the QQ argument and speed up my case, but we will see!
Chris says
I am in the same position. Loans are over 6 years but the Adjudicator ruled in my favour in June. QQ rejected using this argument. Latest news from the FOS is that this is being looked at by the FOS by a specialist team. Frustrating wait – now into its 4th month.
Gina Chidwick says
Hiya, wondering if anyone can help. I recieved an offer from quick quid via resolver. I immediately accepted the offer and provided bank details. I phoned quickquid to ask for a timescale as it said funds would be in as soon as possible. When I phoned to ask how many days they said they hadn’t recieved my email and that if my surname had changed I needed to provide evidence. I have emailed again via resolver but the woman said I had to email the woman dealing with my case and I dont know if I am as resolver doesn’t tell you the email address your are replying to?
Sara (Debt Camel) says
Sorry you are either going to have to ask QQ or resolver.
Myles says
Has anyone found that when they speak to the main FOS line they get slightly different information than what they’re told when they speak to their adjudicator directly? I was told on Monday that my case had been assigned to an ombudsman but today was told by the adjudicator that it’s actually still in the queue. Feeling slightly frustrated.
J says
Hi Sara, looking for a bit of help!
I’ve now been appointed an adjudicator at FOS and they have asked for some further information, can you advise re the following:
1. Date I took out loan(s) and the amount of each loan – is this the principal loan only or does this include and rollovers/extensions?
2. I have my file from QQ that I requested re my loans, should I send this on even though it hasn’t been asked for?
3. Credit file – I downloaded this a while ago, do I need to send an updated one or will this one do?
4. Bank statements – I will request these in person tomorrow, if I can’t get these, will this have an impact on the FOS recommendation?
Thanks for your help
T_Ea says
Does anybody know if they could potentially do bulk payments as a lot of people seem to be waiting. I’m on day 29 and still nothing….
Scott says
Day 28 tomorrow for me. There seemed to be a lot of payments last Friday hopefully ours will be tomorrow.
K says
Hi all
Has anyone actually received any refunds today?
Ciaran says
Not me, Day 29 here.
Jeffi says
Nope day 53 for me
K says
I’m on day 33 now…it’s a joke lol hat they are doing, I just keep being told it’s being escalated…been ringing daily since day 28 but not getting anywhere
Em says
QQ didn’t respond to my adjudicators decision within 4 weeks so a couple days ago I received notification it had been put into the queue for Ombudsman to review. Today I received an email stating QQ now agree with the adjudicators assessment – I’m just grateful that I should receive the money in time for Christmas shopping
Dan says
Fingers crossed.
I’m on day 52 and still no refund. Rung every day since 31.and all I get told is it’s in a queue and they’ll process it as quickly as possible.
Frustrated
Maria D says
I haven’t posted for a while, as after initially being rejected by QQ, I was delighted to be made a very substantial offer via the adjudicator at end of Aug.
Despite the offer being accepted on 29/08, and me confirming bank details on the same day, I subsequently received an email from ENOVA stating the information was accepted on the 09/09, and payment should be received WITHIN 28 days (Mon 07/10).
As yet I have NOT received this …day 37 now.
I have phoned QQ twice in past week and advised my complaint ‘has been escalated’.
Today I emailed my adjudicator, see response below.
I would be prepared to wait if there was consistency in the approach to payments being made, I’m not sure there is however. Not sure what else can be done, and only hope the adjudicator can intervene (mines had been great so far).
I love hearing about others being paid, and hope I will be posting good news soon.
Adjudicator response:
I’m sorry this has still not been resolved for you. We are aware they are taking longer than usual to respond to our queries and assessments, due to their current complaint volumes, but we have not been made aware of any issues with making payments. We do not have any direct control over businesses issuing refunds, but I will raise this to the colleagues that have provided the telephone number I gave you to see if they can provide any further insight to what is going on, and what the escalation means.
Mark says
Hi
I received a response by my adjudicator that my case has now been passed on to a jurisdiction adjudicator with the fo. Quick.quid rejected my adjudicator response of accepting my complaint as they say they are over 6 years old and I should have complained sooner as I should have known i could complain. Has anyone else had this as it’s been a year now since my complaint.