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
Liam McClelland says
Raised a complaint with QQ way back in December now , they denied any wrong doing and offered me £50 good will gesture. Declined this and raised this . I had a response form my adjudicator on the 30th saying they have contacted QQ stating they had been wrong on at least 4 loans and given them 14 days to respond to this complaint . It has been said to make it right they should refund all charges and interest , pay 8% simple interest a year on all refunds. Write off any unpaid interest and charges and apply the difference to any capital outstanding and remove any negative information from credit files.I dont fully understand this nor do I know what I am expecting so I am literally sat waiting for emails. I have also wrote off to at least 5 other lenders now stating I wish to have all information on loans/interest/defaulted payments and top ups along with information on credit checks as I wish to raise complaints with them also. I know it will be a long journey with the new complaints but does anybody else have advice surrounding QQ and what I should expect ? Fully expect them to disagree and to make this drag out even longer as they dont loose anything from doing so !
Sara (Debt Camel) says
QQ “had been wrong on at least 4 loans and given them 14 days to respond to this complaint . It has been said to make it right they should refund all charges and interest , pay 8% simple interest a year on all refunds. Write off any unpaid interest and charges and apply the difference to any capital outstanding and remove any negative information from credit files.”
Most of this is the standard refund award. The “Write off any unpaid interest and charges and apply the difference to any capital outstanding” is only relevant if you have a balance outstanding on any of the loans – do you?
Do you know how much interest and charges you paid on each of the four loans?
The only bit that isn’t clear is the “at least 4 loans” – this may have been the way you summarised the adjudicator letter, the decision is usually very specific which loans are to be refunded.
Anonymous says
Hi.
I originally had a complaint upheld and it went to the Ombudsman for a final decision.
I have now received the decision, but am massively disappointed to be honest.
My complaint on 4 loans have not been upheld and the complaint has been upheld on the latter 2 loans.
See extract below and loan amounts in relation to these:
Loan 5
Borrowed £200
Repayable £250
Taken 11/03/2013
Repaid 28/03/2013
Loan 6
Borrowed £50
Repayable £58.75
Taken 23/05/2013
Repaid 11/06/2013
“In summary, I’ve concluded that loans 5 and 6 weren’t affordable to Mr xxxx – and that Quick Quid could’ve established this with proportionate checks. So I intend to order Quick Quid to:
– refund all interest and charges Mr xxxx paid for loans 5 and 6 (as listed in the table above); – pay interest on these refunds at 8% simple* per year from the dates of payment to the
dates of settlement;
– remove any adverse information about these loans from Mr xxxx’s credit file.
*HM Revenue & Customs requires Quick Quid to take off tax from this interest. Quick Quid must give Mr xxxx a certificate showing how much tax it’s taken off if he asks for one.
my provisional decision
I’m provisionally minded to uphold the complaint and to tell CashEuroNet UK LLC to pay Mr xxxx redress as set out above.”
So…is that it!!??? 9 months time and effort for that paltry amount?
Say it ain’t so someone please!
I am going to get in touch with the Ombudsman tomorrow in relation to all 6 loans.
During that time, I had a ludicrously complicated web of creditors and other issues contributing to these.
Frankly, this is all very disappointing.
Sara (Debt Camel) says
Well a refund after the 3rd or 4th loans is pretty normal. To try to convince him that the refund should be earlier, what were the dates of the defaults on your credit record? If they were recent, that shows you were struggling – older defaults don’t help that much.
Did you miss any payments on the loans? What was your credit record like at this time – any defaults or CCJs?
Sonay Wootten says
Hello,
I have a question and wondered if anyone may be able to help.
I have used these blasted loans lots during a 3 year period and still have many sitting unpaid and defaulted on my credit file that I am desperately trying to finally fix (on maternity so have some time at last to do me things) .
In my absolute joy at stumbling across this website and all of the information I sent the stage 2 letter out to 4 of my lenders and missed out stage 1.
Does this matter ? If so can I still go back and request this information ?
Thank you
Sara (Debt Camel) says
Yes, send them another email saying in addition to your complaint which you sent on dd/mm/yy you would like them to send you a list of your loans and what you repaid.
April says
Hi,
I was wondering if anyone could advise. I sent a complaint to the FOS about Quickquid, who initially rejected my complaint about irresponsible lending. The FOS have now come back asking for a copy of my credit file, how do I send this?
I currently use Noddle and Clearscore to check my credit score, but I’m unsure how I can send this to them? Should I just screenshot the timeline from when I was using QQ? (Between 2011-2013). Or is there another way?
Maria says
You can also save the report rather than printing and email the adjudicator like i have done :)
Lee says
Hi Ive started looking into Quick quid and another 12 payday loan providers I’ve used to fund my gambling habit over the past 5 years.
When I come to Quick Quid I can see from my bank statements bizarrely 27 loans/top ups taken out over a 8 month period with them in 2012/13.
However unlkie my others checked so far. My bank statements suggest I’ve been lent around £300 more than I’ve paid back. This can’t be correct.
I must be missing something. Transactions I see on bank statements all list ‘Quick Quid’. Does anyone know if there were other names Quick Quid used on bank statements. got so many payday transactions on statements think I’ve got to of missed something despite double checking.
I don’t know if to give up on this one or what I can do to check further now before I lodge any compliant with this one.
ps do still plan to request these loans removed from credit file even if no refund can be determined by me.
Any advice / assistance would help. Thanks.
Sara (Debt Camel) says
Send in your complaint anyway, you don’t need to say how much interest you paid, just say you borrowed 27 times between mm/yy and mm/yy.
Joey says
Good Evening,
I have raised a formal complaint with Quick Quid about not only irresponsible lending, but the fact that the lending of 12 loans in a 9 month period created a spiral of payday loan lending with almost 10 other companies, and i sadly ended up with incredibly serious period of depression and anxiety. I was admitted to a mental health hospital in December last year because of it.
Quick quid have come back with their final response, stating the usual ‘ we dont feel we irresponsibly lent to you’ etc.
I borrowed the maximum amount i could every time and my mental health was deteriorating.
I have spoken to the ombudsman who is looking into this and Quickquid have a deadline to come back to the ombudsman in 2 weeks time.
It was the template response that i have seen posted online that they provided to me and didnt actually take in to account or respond to my mental health issues at all, or any of the other issues i raised personally. They also said that their internal credit score said i was a ‘good customer’ and i was ‘well in the scoring that they would loan too’ although i know my credit score was awful at the time i took my 1st loan with them.
During this time, i lost a job i was at for 11 years, i became a shell of a person was admitted to hospital. I have explaine dthis both to Quickquid and the Ombudsman.
In January i had 6 open pay day loans and every other company has written off any outstanding balances i had with them after knowing my issues and what has happened. I didnt even borrow nearly as much or taken as many loans at all with any of these companies as i did with quickquid.
I took out a total of 12 loans amounting to about 14,000 pounds of borrowing in a 9 month period.
I wanted to ask what your opinion is? I cannot believe they say that i wasn’t dependent or it wasn’t irresponsible knowing my quite sad circumstances.
I have had to start again and the interest i paid to them would be a fair sum and could really help me on my way.
I lost everything and it breaks my heart.
Joey
Sara (Debt Camel) says
Borrowing 12 large loans in 9 months sounds like dependency to me. As this is recent, QQ should have seen your increasing borrowing from other lenders too.
I hope you have provided your credit record and bank statements to the Ombudsmen. Evidence of your hospital stay too – this doesn’t directly support your complaint as QQ won’t have know about your mental,health issues (I assume) but I think it’s useful to provide evidence of the damage that irresponsible lending can result it.
Graham says
I have requested my statements of account from quickquid and P2P. However, they are saying I must make the request in writing, they won’t send via email.
Does that sound correct or can I insist it is by email?
thanks
Mark Draper says
Have just been through the whole process. QQ rejected my initial complaint. I took it to FO and they upheld my complaint which QQ again rejected, so the complaint was passed to the Ombudsman. After an 8 month wait I have finally heard that the Ombudsman agreed with me. They now state that they will send my refund within 28 working days…
My account showed daily gambling habit (now kicked) which was funded by 7-10 payday loan companies and by rinsing a very credit account by buying iPads and selling them on to use to pay the pay day loans…
I have received refunds from all the payday loan companies baring Wage day advance who got away with giving me a default because they only lent to me once…
I would love to know if Very continuously increasing my credit limit whilst I consistently purchased IPads was lawful…
Best of luck to everyone attempting to get their unfair interest returned, and advice to gamblers, tell someone, it’s a cruel cycle.
Kyle says
Hey,
I’m in a similar situation.
I’ve been given a refund from wonga and now sunny.
QQ rejected my request and the FO upheld it. They’ve now rejected that and I’ll know
More in 1 weeks time. I can see it going to the Obudsman and I’m confident that I’ll receive what the FO believes – I would like to know on what ground they are rejecting the FO decision.
Freddie says
Huge result today, 7 weeks in from my direct complaint to QQ & P2P as a joint claim, I was offered £8157 and have accepted. They rejected my complaint on affordability but upheld it on dependency as I had back to back facilities with QQ for 3 years and then P2P lent to me too. Sara I am v grateful for all you do on here, a new years honour can’t be far off..
Sara (Debt Camel) says
That is really good – if surprising – news!
Steve says
There must be some sort of time limit on this it’s getting ridiculous… it’s been a 13 month wait for me now and still nothing. “They are in talks”. So frustrating that it feels nothing is being done.
Sara (Debt Camel) says
This is for loans over 6 years? On the bright side it means 8% more interest :)
Steve says
all loans, there are 13 less than 6 yrs and 2 over 6 years but they looking at them all together??? 8% more is a good point!
Sara (Debt Camel) says
If you are happy for the loans over 6 years to be ignored – or rather not refunded but taken into account when looking at the other 13 loans – then you should tell your adjudicator this.
I’m not saying you should. If those first two loans were rolled a lot, that could be a lot of interest at stake. But it could be a way forward if you think it’s fair.
Kerry says
Any one heard anything with what’s happening with the loans 6 plus years with the ombudsman service. My quick quid one been with my adudicator since October 2016 and still no news she said they are still waiting on more information from quick quid as they wont agree to look into loans 6 plus years. Any one have any idea of time frames it has taken them please.
david says
I’m in the same boat regarding QuickQuid loans, with my complaint commencing January 2017. The FOS are excellent even when the resolution is not positive, I cannot recommend the service highly enough (although to be fair we shouldn’t need these services in the first place should we!!)
However, Payday UK have hinted that they are now willing to consider looking at loans that come into the 6 + 3 ruling, so it can only be a matter of time before QQ have to do the same. Seems the FOS are severely pushing the validity of this ruling and the lenders are just staling as much as they can before having to consider them. Ultimately in my eyes they are just doing what they can to get out of looking into older loans even though they know they are in the wrong.
hopefully anyone dealing with QQ will get some results soon enough, although to be honest I have noticed a few results coming in already.
luckily the FOS have no time limit so they will keep pursuing them, so its just a waiting game in my opinion.
susan says
I just emailed for an update today (mine has been in since January too). THis was the response
“I really do appreciate your frustrations. But regrettably there’s nothing we can do to speed up the process.
This is an issue that currently affects hundreds of people and probably will affect thousands in the future. In situations like this our legal department has to get involved because any ombudsman lead decision could possibly be challenged in court, and we need to be as sure as far as we can that we’ve considered and prepared for any objections that could be raised.
I’d like to assure you that resolving our approach to cases like yours is a priority for our service – and we’ll be in touch as soon as we can.”
I spoke to him personally about 6-7 weeks ago and he said that Quickquid are fighting as much as possible against the over 6 years loans so all are being put on hold until they can agree with Quickquid which loans need to be considered
Its sooo frustrating. Quickquid KNOW they are in the wrong
maria says
hi sara iv had the following reply from quickquid, i mean is it worth me taking it to the FO? because at that time i was reliant on loans as i was gambling alot but they dismissed my point that i had various loans stating i had a “flexi credit account which is equal to 0 loans”
—————————————————
For instance, when I reviewed your file I found that you were never charged a late fee, which shows a sound financial history and ability to sustainably repay with us.
…I see that your credit model score was never under the minimum approval threshold for any of the loans for which you were approved. For instance, on 08/01/2014 you had a credit model score of 0.5783 on your Pounds to Pocket loan # 8280412 when the minimum approval score was -0.25. Your credit model score is substantially higher the minimum approval score which shows that our affordability assessments properly ran per our internal policy.
It was noted your monthly income was stated as £1147 per month. I compared your income to the average monthly repayment for each loan you took with us. From this I can see that the income you made during each loan with us was always more than enough to cover the amount you had to repay us for each loan and thus I cannot agree with you that your loans were unaffordable.
I see that you held a total of 0 payday loans which given the low number does not exhibit financial dependency. I also note you had a Flex Credit account which is not a payday loan but a running credit account which is designed to provide customers with the option to drawdown credit up to their approved credit limit and repay it over a maximum of 10 months. Just like a credit card, we are not under an obligation to conduct an affordability assessment each time you drawdown on your credit limit.
Finally, in your complaint you state that you underwent severe financial detriment. I reviewed your file and noted that on 16/10/2014 you informed us of your financial hardship.
In line with our general obligation to treat customers fairly, we put you in hardship status, which froze your interest and fees and we then agreed on a hardship repayment plan for £98.38 per month.
[I have removed the standard stuff they tell everyone]
Sara (Debt Camel) says
Definitely send it to the FO. People do get refunds for PTP’s flexi loans!
Did you realise you had a flexi loan? Some people thought it was a standard payday loan and repaid then reborrowed each month?
maria says
thankyou, and no i had no idea it was a flexi account, i paid quicly in order to save the interest and borrowed from sunny and wonga at the same time untill i had defaulted.
Sara (Debt Camel) says
This is a point you should make to your adjudicator. Several people here have thought they just had an account which meant they could take out another loan next month, not realising they didn’t have to repay a loan in full on their payday.
Amy Lawrence says
can anybody give me a template email
To send to QQ please?
Sara (Debt Camel) says
do you mean a template letter for an affordability complaint? it’s in here: https://debtcamel.co.uk/payday-loan-refunds/
Tracy says
Hello, I had 3 loans, however these where 2009 and 2010? they are saying they cant do anything? is this right?
Sara (Debt Camel) says
QuickQuid will refuse to look at these as they are over 6 years old. But the Ombudsman is looking at cases with older loans. At the moment some lenders have agreed to pay out on the older loans but not QuickQuid. I suggest you send you complaint to the Financial Ombudsman and settle in for what could be a very long wait. Keep your expectations low, try not to get irritated by lack of progress and you may get a nice surprise at the end!
david says
QuickQuid received a nice email from me yesterday – with the FCA copied into it!
The FCA have already replied asking for further information although they do specify that they will not help the complaint or chase them up about this, but they do take our comments on board and use comments to help build up a better picture of hwo the company is being run.
I suggest anyone affected by QuickQuids’ apparent refusal to look into anything over 6 years old – bizarre considering other payday lenders are taking some one now – send them a lovely email just as I did.
it will help give the FCA a better idea of their unfair mishandling of not only our initial loan applications but also the account maintenance and customer service through to present day too.
if it doesn’t help me, hopefully it will help others further down the line. nothing to lose!! :-)
Scott says
Do a template of the email ? maybe if we all send the same one it might get things rolling !
Would this help if you’re at adjudicator stage though ?
Sara (Debt Camel) says
I think the FCA would prefer to hear individual stories, not get a load of template complaints
Telling the FCA what is happening will not help your case at all, so it doesn’t matter what stage you are at. It just feeds into the regulator’s view on a firm that they are authorising.
Annie says
Quickquid agree with my adjudicator and will refund! Thank you so much for providing this information!
I first went to them in August 2016 so this isn’t a quick process but worth it! To those who have been waiting a while, don’t lose faith. And give the FOS a call, sometimes there are hold ups as they need further documentation so it is worth a try.
Joey says
I am nearing the end of a very long winded FOS complaint against QuickQuid.
The adjudicator has upheld my complaint and Quickquid have until Friday to respond to say whether they agree or not. If all goes as planned, and they agree with the adjudicator, how long does it take from this time, to receive the refund in my bank?
If anybody who has gone through this can please give me their timescales it may just put my mind at ease. I have struggled so much with depression and anxiety, and with that, a day feel like a week and so on.
Thank you in advance.
Joey
Annie says
Hey Joey, see my response above. I got a response from my adjudicator on 3rd July confirming I would receive my refund within 4 weeks. I called today as I am impatient. They were fairly rude but my refund was processed immediately afterwards and the money was in my account a couple of hours later. I would recommend ringing them a couple of days after it has been confirmed.
Marie says
I had quite a few loans with quickquid about 6 years ago and have requested my statements, which they have sent. A while ago quick quid wrote off a lot off their loans including my last loan, and this now shows as settled on my credit score. But on the statements they have sent me it still shows as an outstanding balance? Will this be deducted from any refund I get or will they uphold the fact it was written off by them?
Sara (Debt Camel) says
I think you should think of this write off as being the first part of the overall refund you will get. You are likely to get less money because they have already done this, but if you had quite a few loans before, it’s well worth a go to try to get some more.
Don’t delay – it’s harder and slower to make complaints about loans that are over 6 years old, so get a Step 2 complaint in to QQ right away, even if it is a bit vague – you want as many loans as possible within the 6 year time.
Dave says
I accepted an offer of a refund off QuickQuid last week and rang to give them my bank details. I was told the refund would be processed straight away but all that happened was they set up a Direct Debit Instruction to take money from my bank? Is this allowed without my permission? Also, how long have people waited for a refund from QQ.
Cheers
Sara (Debt Camel) says
No it’s not allowed. Tell your bank you want it cancelled.
FourMenHadADream says
Today I received my Ombudsman’s final decision agreeing with my Adjudicator. Slightly under £3,000 to be refunded.
How long do QQ nornallly take to settle and can I go about claiming the simple interest HMRC tax deduction back?
Sara (Debt Camel) says
Nice result from a claim where QQ offered £60, £400, £660 and then £1800… when will they learn?
You can claim up to a £200 refund on the tax deduction per year across all your claims if you have others. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/.
david says
rather bizarrely, my complaint against QQ is still with the FOS and the last update I had from them was in July 2017 when they said they were still looking into what QQs views were on loans taken out over 6 years ago, but today I have received my statement of account from QQ directly!?
they refused this information in their original final response, so perhaps things are moving now… might be something and nothing but thought it was worth noting on here.
perhaps constantly harassing them and copying in the FCA worked!
April says
I have a complaint with the FOS about QQ, they have given QQ until the 3rd of August to agree/ disagree with their findings. Are they usually good at responding within the deadline? Or do you think I’ll have a long wait for a response?
Steve says
haha no April they are not. The FOS agreed with me back in October 2016 and I’m still waiting. In the latest “episode”, the FOS gave QQ till 10th July, once again QQ disagreed with FOS. Then you hear nothing. Its now August, I rang up for an update and was basically asked why i keep ringing. lol Maybe cos nothing ever happens???? Don’t hold your breath is all i’ll say.
Louise says
I received my final decision from the ombudsman a few days ago after going through he adjudicator and a provisions decision from the ombudsman. Quick quid originally offered me nothing, not even a goodwill gesture. He ombudsman has now ruled in my favour on over half of my loans which was amazing news!
I was just wondering if anyone had experience of how long it took for Quick quid to pay out following the ombudsmans final decision.
Eric says
Today I received a phone call from the Ajudicator regarding a complaint I made against Quickquid regarding approximately £1200 I was claiming back of interest in loans.
Initially QQ offered my a derisory £64 which I rejected.
I took the matter up with the FO who contacted me today to say that QQ have made and offer of £545 as full and final settlement in 5 loans. ( total 11)
It seems odd that QQ have only considered 5?
As tempted as I am, to accept, I have rejected this.
Curiously though, I could not get a definitive answer as to if this offer would be still there if the adjudicator did not rule in my favour, further along the line, even though quickquid have admitted they should have completed further checks before lending.
Has anyone had their initial offer withdrawn when pursuing a larger amount?
Thanks
Sara (Debt Camel) says
Many people seem to get larger offers from QQ as time goes on.
We haven’t come across anyone who has had an offer from QQ then not getting at least that much from the Ombudsman, so I don’t think you need to worry about this.
How long ago were your loans? Was the £1200 just the interest, or including an estimate of the additional 8%?
Steve says
how long was it since your adjudicator contacted QQ again after their answer? their “latest deadline” for me was July 10. Exactly a month on and i’ve heard nothing. This has been draggin on now since may last yr :(
Brad says
My QQ timelines were as follows-
May 16 complained to QQ
July 16 complained to FOS
Oct 16 arbitrator response – referred to Ombudsman when QQ didn’t agree
March 17 provisional response from Ombudsman
Apr 17 Final response from Ombudsman
May 17 settlement received
So a full year in total – this was slightly slower than may always be the case because 1) it was my first big complaint (so I had to get all backup to arbitrator – I’ve been able to cross refer to it since then) – and 2) there was delay on the 6 year question. Although these were scoped out from the settlement, it was still worthwhile as the Ombudsman ruled they should have been aware of those loans & started the compensation clock on loan 1 after the 6 years ended. But it was certainly worth being patient.
There was some advice on here ages back which I found useful – choose your battles – if you can get 75% of a possible settlement with a smaller lender, it may well be a good option, if it gives you the short term financial security that enables you to sit through the full FOS process with your big lenders. And a massive thanks to this website which gave me the knowledge & patience to sit it through
Stephanie says
Hey
Looking for a bit of advice… quickquid have sent me an offer today (on the 8 week part). I am going to accept their offer as it’s only about £50 different to what I calculated.
I just wanted to ask, they didn’t mention anything about the 8% interest… I have gone back to them to query this. But I wanted to know if anyone who has received an offer from them had this been included?
David says
I’d say that was a very good offer. Did they give you a statement of accounts? If your sure your estimate is correct, I would take the offer. The 8% is normally added by the FOS, but I think most people would agree, if you have been offered the majority of the interest paid back, it’s not worth waiting for the FOS to look at it.
shem says
Hi all
I’ve now had the standard acknowledment from QQ asking for bank statements, pay slips and any supporting info
QQ Having removed any trace of my historical borrowing from my account details I’ve been through emails and bank statements today and sent them my borrowing summary, the difference between what I borrowed and what I repaid between sept 2011 and sept 2014 is just over £4500, the interest based on rough calculation of an average of 4 years would roughly make me due £6000. I have given them this borrowing breakdown which shows an unbroken pattern of borrowing for the whole period month on month no more than 3 days between re borrowing and with regular roll overs and tops us. I have not given them bank statements but have stated I will provide to FOS if ithey request them. I have given them copies of my payslip and living expenses including other pay day lender which shows I was unable to afford these loans from the get go let alone with the interest and increased amounts totally nearly 70% of my monthly pay.
Fingers crossed for a fair response from them, in people who have dealt with QQ experience is this a possibility or do QQ typically reject and force you to FOS?
Shem x
Sara (Debt Camel) says
Typically they make a low offer, although some of these seem a bit better these days.
from what you have said, your claim sounds excellent – don’t settle for too little! QQ also have a habit of increasing their offers, sometimes several times, when you are with the ombudsman.
Graham says
Absolutely over the moon – 6 weeks after submitting my complaint to QuickQuid, I have today received their response and offer to refund £4410 and also write off the £2400 debt that was outstanding and with debt collection. Thanks to Sara and this site for the help in getting back this much needed money!
Wiggles says
Just heard back from the adjudicator who has been assigned to my QQ case. After some thought i asked them not to consider the ones older than 6 years, the reason for this the total interest paid for the first loans that were outside the 6 year period was £717.75 which i know is a lot of money BUT i have been in the pool for Jurisdiction since october 2016 and really i dont see it getting settled anytime soon. The Adjudicator said basically refund all interest and charges for ALL loans even the flex credit account and add 8% simple interest to it the loans only in the 6 year period add up to £3738.72, just waiting for QQ to get back to him and i hope they dont say no and i have to wait in the que for an omb.
here is hoping
Wiggles says
So QQ replied and said their offer was fair, I did not agree so off to the Ombudsman queue it goes, also still waiting on my lending stream case to be assigned.
quick question, how long has everyone been waiting for cases to be assigned to an ombudsman? I have nearly 7 months on the clock waiting for a case to be assigned after an adjudicator has looked and set findings against lending stream. Just wanted to see how everyone else is getting on
FourMenHadADream says
3 weeks and counting waiting for QQ to pay out after Ombudsman decision. Looks like they’re sitting tight for their 28 days, which they are quite entitled to
CharlieP says
Hi All,
I have recently stumbled across this site. I have stupidly taken out pay day loans in the past and there seems to be a lot of information on this here…which is great. But now my head is spinning and I don’t know where to start. I have started by looking through bank statements for dates and amounts borrowed, however to make a complaint will I also need reference/loan numbers along with repayment amounts?
Any help would be hugely appreciated!!
Sara (Debt Camel) says
No, you don’t need reference numbers – QQ know them :) You don’t even need to know amounts to make a complaint. Just saying “I borrowed every (or most?) month from you in 2013-5” would be good enough.
See the template letters here for where to start: https://debtcamel.co.uk/payday-loan-refunds/. If you know pretty much when you were borrowing and how often, you should skip the Step One letter and go straight to Step Two and put on the bottom of your complaint that you would like them to send you a complete statement of your account to help with making your complaint.
It sounds as though you have your bank statements, which is great. You can see the repayment amounts from those. If you add up these to give a Total Repaid and also add up a Total Borrowed then the difference between these figures is what you paid in interest.
You don’t need this number to make a complaint, but QQ will often come back with a low offer. If you know what your interest paid total is, you can tell how good their offer is – come back here and ask if you aren’t sure!
Good luck.
ab says
Firstly – BIG BIG thanks for this site, actually helping people who have been through tough times actually get something back! Couldn’t be more grateful…..
Quick Quid – have offered me an amount that im happy with. So have accepted.
Any idea of time scale before it hits my bank????
Thanks a lot guys.
Simon says
Hi all sent an email to quick quid ask to send me details of my loans and sent my email address probably used for my account like it says in the step one template and they haven’t responded it’s been over a month? I sent the same to Wonga who have replied several times and that is moving along nicely, just wondering how I wait for a response from QQ?
Thanks
Marie says
Hi Ab,
QQ processed my refund within 48 hours of me accepting… alot faster than I expected!
Katie says
Hi
Quickquid have just responded to me and said they agree some of the loans were unaffordable and offered me a refund of £1814.82 in total. The total amount of interest I’ve paid on all loans by them from 2011 to early this year is £4241.14. Would you accept the offer or take to the ombudsman?
Sara (Debt Camel) says
ok, then 8% extra interest could increase a refund by say 20% (assuming you borrowed more in the later years) so the max may be say £5000? I don’t think QQ’s offer looks reasonable, unless you are desperate for the money you may be able to get a lot more by asking the ombudsman to look at it.
Lee says
It’s tempting but don’t accept. They are dangling the carrot. You could easily double that figure going to the ombudman.
Think of it as giving away a 2 week Carribean all inclusive holiday for 2. Or chucking around £2600 on a bonfire and seeing it burn. Remember this is your money. Don’t let them have it.
Sue Ridgley says
What phone number did you contact QQ on? I accepted their offer 8 days ago and I’m still waiting for a response.
Scott says
Anyone Heard anything about the older loans over 6 years from ombudsman yet ? I’ve been waiting 16 months now
Mark says
Just had my first response from QQ.I had 7 loans with them that were extended continually for 3 years..The first two spread over a year of relatively low amounts were not considered.Following repayment of those low amount loans I was immediately offered a loan of a much higher amount that the repayments were only slightly less than my wages.They also did not consider the first of the big loans with a total interest of £850 but the last four they accepted responsibility and offered me £2000 interest ONLY ,no 8% statutory interest..
Sara (Debt Camel) says
From what you say, that doesn’t sound a good offer – if your loan size had increased a lot, they should have looked closely at that loan and if it was very large in relation to your wages should have refused it. Take it to the Ombudsman and you are likely to get £850 more plus the 8% interest.
Mark says
I will not accept but was just thinking to reply to QQ with what I will accept or go straight to ombudsman?
My 2nd loan was £350 with a repayment of £420..When repayed I was offered £850 repayment of £1020.
Sara (Debt Camel) says
That is quite a jump! QQ don’t usually negotiate, but you can try.
Vicki says
I originally asked QQ for a statement of my accounts at the end of December 2016. The interest alone is £2550, adjudicator ruled £1,100. QQ offered £230. The case went to the Ombudsman and her provisional decision is the majority of interest to be repaid of £2544. Waiting until the 18th September now for QQ to agree or disagree before the final decision. Hope to get the money repaid by the end of October. Long drawn out process but it’s best to wait as with the interest and 8% it will come to over £3000 and all mention of loans removed from my credit file.
Cheryl Anson says
I’ve complained to QQ and found this page while I’m waiting for them to look into it. I’ve had acknowledgement and they are investigating. I was stuck in a cycle of borrowing , rolling over, borrowing again, topping up etc. for nearly 2 years. I wasn’t sure if there were still complaints going in but thought I’d give it a try. All my loan history on the site had been removed but luckily I have downloaded all my bank statemets fom the time. I had 12 payday loans over 22 months with them. Looking back at my history it is quite upsetting to see the cycle of debt I was in. I paid £1333 interest in total. I hope I hear something soon. I’m prepared to wait, I successfully took my bank to the FO for mis-selling a packaged bank account.
Donna says
How does it take to get a refund? Got £3500, accepted their offer Thursday
Kate says
Is there still no news on the older than 6 year complaints for quick quid? My complaint has been with the ombudsman for 15 months now!
Bev says
Hi all adjudicator got back to me yesterday to say QQ still refused her findings so.is going to ombudsman. QQ originally offered me £1000 ish but adjudicator says more like £4000. Is there any chance the ombudsman could decide I get nothing even though QQ offered me £1000 first?
Thanks
Sara (Debt Camel) says
We have seen a lot of QQ cases and the Ombudsman has NEVER offered less than QQ said. NEVER. You must have a very good case, stick with it!
Kerry says
Any news on the loans over 6 years with quick quid. Mine has been with the ombudsman since October 2016 and my adudicator says still no more further updates. Just seems this is my last complaint but feel it’s far from getting resolved any time soon.,
Simon says
Hi guys I have received an offer from quick quid just under 8 weeks from applying
“As such, we are offering you a total refund of £1260 which equates to the interest paid on loans
(They listed the loans)
By agreeing to accept this offer you confirm that you are fully satisfied in the resolution of your complaint. This offer is in full and final settlement of all claims, complaints and causes of action against QuickQuid alleged by you to arise in relation to your loans with QuickQuid, as set forth in your complaint. By agreeing to accept this offer, you are also agreeing not to bring any claim or action against QuickQuid by way of complaint, court action, or reference to the Financial Ombudsman Service.”
Just wondering if I accept the first offer it go to the FO? Any advice would be greatful
Thank you
Sara (Debt Camel) says
I assume you don’t still owe them any money – how long ago was your borrowing?
I think you should reply that you can’t consider their offer until they have sent you a list of your loans. It could be good, it could be OKish, it could be pretty poor!
Simon says
Ok thank you my loans were from around 2011 onwards it doesn’t matter that they were more than 6 years does it?
Sara (Debt Camel) says
Loans that are over 6 years old will be slower at the Ombudsman.
Karen says
Has anyone dealt with quick quid through resolver? Did they post final response or send it to resolver case?
Bal says
Yes. It works really well through resolver. The final response I received from Quickquid came straight to my resolver account.
Tommy says
I accepted a offer from QQ after about 7 weeks I thought was reasonable (about 40%) yesterday, did they process your refund same day as I am still waiting?
Karen says
Brilliant I have used Resolver. Just got a week till deadline. Fingers crossed :)
Alex says
I have to say a million thank you’s to this site.
Borrowed £12,000 from QQ over a period of 3 years and paid back almost £22,000… gulp. Followed your templates in July. Last month (August) they emailed to say they were still looking into it and to wait for the full 8 weeks. Yesterday I got an email with their final response agreeing to all my points and an offer of £9500… I’ve accepted as its not too far off the interest I worked out I had paid now let’s see how quick they are to pay out.
Lets see how quick the others are to respond (Wonga, PDUK, Payday Express, Sunny, Lending Stream)
Thank you again.. It may take time to put all the evidence together but its worth it in the long run.
Rachel says
Hi,
I have received the following today from QQ in response to my complaint:
Nonetheless, I can see that a pattern of dependency emerged with loan 4969853 and such pattern continued after the period you took out the above referenced loan.
We take seriously our responsibility to treat customers fairly and to that point we uphold your complaint as it relates to dependency. As such, we are offering you a total refund of £1971.77. We’d also like to offer to waive the remaining balance of £816 which equates to the interest paid on loans 4969853, 5162008, 5361138, 5535909, 5892550, 6222115, 6416613, 6621240, 6840296, 7050699, 7245408, 7649843, 7781239, 7942811, 8076318, 8201601, 8343394, 8464099, 8573408, 8690103, 8774108, 8862345.”
Can anyone help me out in what this means? I understand they are offering me £1971.77 refund and to waive the £816 outstanding balance but is it likely it includes the 8% statutory interest or is it just a refund for the loans mentioned? The full email from them is very long winded and confusing!
Thanks for all your help so far!!
Sara (Debt Camel) says
Do you have a list of your loans from them? That would let you check if they are adding 8% … they don’t normally but it’s good to be sure.
It would also let you check how much interest you paid on the loans they aren’t refunding.
The last loan – do you agree with the balance of 816? How much did you borrow? have you made any repayments to this one?
Rachel says
They have sent me a statement of my account and from what I can work out, they have only sent me the list of loans I had from 2013 onwards, whereas I did have loans with them in 2012. From the account info they have sent, I paid £1889 in fees/interest for the loans I had.
I do agree with the balance of 816 as it was one I couldnt afford to pay back and havent made any payments on this one so far.
Nick says
QQ have today responded to my complaints with :-
We thank you for your complaint regarding the above account. We take complaints very seriously and have investigated the matter fully. However, our investigation indicates that the matter you are complaining of occurred outside the complaint handling time limits.
As you may know, we are regulated by the Financial Conduct Authority (FCA) and are bound by their rules and guidance. The complaint handling rules are known as DISP and specifically in your case, DISP 1.8.1( R ) states
“If a respondent receives a complaint which is outside the time limits for a referral to the Financial Ombudsman Service (see DISP 2.8) it may reject the complaint without considering the merits….”
Our investigation determined that the event you are complaining of, i.e. when you took out your loan/s, occurred outside the time limits below and we are therefore rejecting your complaint on this basis.
We appreciate your comments about the loan/these loans being unaffordable. However, as your loans were taken out prior to 2011, you would have been reasonably aware of this issue at the time you were making your repayments.
I understand you may be disappointed but hope this explanation explains why we have taken this position.
I’m going to go straight to the ombudsman and let them have a look into it. Is this the right thing to do? Also is there anything I should do in the meantime?
Thanks
Sara (Debt Camel) says
Send it to the Ombudsman. You are going to need to get your bank statements for the period of borrowing.
At the moment QQ is refusing to pay out on loans over 6 years, so settle in for possibly a long wait.
Dave says
So my signed settlement form with the adjudicator is in and has been confirmed to have been sent to QQ midweek. Adjudicator said to expect to wait 28 days for payment. This is a significant amount. I read that this offer of settlement by QQ is a delay tactic. Can they refuse the settlement now even though they made the offer and so it has to then go back in the queue for the FO?
Sara (Debt Camel) says
No. And you are likely to get paid before the 28 days. QQ normally pay pretty quickly.
Linda says
Quick question do QuickQuid notify you when they have issued a refund or waived your outstanding balance? I settled without going to the FO and wondered what their procedure was after you send them an email?
Hayley says
I received an email the day after I emailed them to accept confirming that the refund has been processed and will be in my account within 2 hours
debbie says
Hi does anyone have a bank and sort code for quick quid? I want to continue to make reduced payments while they investigate my complaint but they will not email them to me and keep asking me to ring them. I have told them that my preferred method of contact is email but they don’t appear to be listening.
Thanks
Sara (Debt Camel) says
That really isn’t a good idea. If they just have a random payment turn up in their bank account they may not allocate it to your account.
Si says
Hi I have been made an offer by QQ which I am happy to accept, just wondering if this affects my credit score? Will this make it better or worse? How does it work?
Any advice would be really grateful
Thanks
Si
Sara (Debt Camel) says
Do you owe QQ any money at the moment? Your credit record – are there any missed payments or defaults showing?
Si says
I do not currently owe them any money no Sara, and I did miss payments with them back in the day when I took the loans out, that was because I couldn’t afford the repayments, but everything is paid now
Thanks Si
Sara (Debt Camel) says
OK, then in that case you need to ask QQ to remove any negative information on your credit records – have a look at your credit file so you can specify “the late payments in June 2014 and October 2014.” Removing these will help your credit record – how much depends on bad the rest of it is!
Jacqueline says
I accepted an offer from on Thursday from thr FO. I contacted quick quid to ask when I will get my refund but they said they know nothing about it and to contact the FO again? I’ve sent them an email, just wondering if this is a common thing
Hayley says
Forward the last email from FOS showing your
Confirmation you accepted and this should do it
Julie says
I have used your template letter and sent an email to quick quid complaint email address 5 days ago and had no acknowledgement from them? Is this normal or will I need to keep bothering them?
Jacqueline says
Quickquid I think have 7 days to reply to all emails and I’m sure each time I emailed them they took 7 days to reply which is really annoying. They knocked back my case and I took it to the ombudsman and they have offered me my money plus 8 percent. Still waiting on my refund tho. If they knock back keep at it with ombudsman