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
Jordan says
Hi,
I was wondering what my chances of getting any money back from QQ are…..I want some positive news ha! They currently have 7 days left to reply to my 8 week complaint letter. Below are my loans with them.
Base loan 10/1/17 of £250
Top upped 13/1/17 to £650
Top upped 19/1/17 to £800
Base loan 5/4/17 of £300
Topped up 10/4/17 to £450
Topped up 12/4/17 to £800
I still have £529 all together to pay off from the above through a DMP. But I wanted to know if people with past experience whether I can expect some sort of refund from QQ based on the above?
Thanks I’m advance!
Jordan
karen wilson says
They are slowest mines was rejected after 8 weeks been with fos since then hun 6/12 month wait for them so long and drawn out but hopefully will be worth it!
Jordan says
Hi Karen thanks for the Reply! Did you have top ups and everything as well with your loans with QQ?
Jordan
karen wilson says
Yes loads not sure exactly how much in total but lots
Jordan says
Thanks Karen. Surely the fact we needed top ups and in my case 2 and 3 days after the initial loan shows It was irresponsible lending?!
Hopefully you get some good news soon. Looks like it’ll be another year for me if I get a rejection next week haha
Thanks,
Jordan
Myles says
Just had my complaint rejected by QuickQuid. I’ve now submitted my complaint to the Financial Ombudsman.
john says
what should I do now ?
I had loans with quick quid for many years and submitted a complaint, I paid over 7000 in interest over the period and received an email today offering 1300 . should I submit to FO and what do I do regards there offer and will I lose it if I don’t accept and go FO ?
these loans rolled over and got added to. it was around end of 2010 until oct 2015 till I final got them gone. 1 of the 6 loans was more than 6 years old.
Thanks
Sara (Debt Camel) says
If you had pretty much continuous borrowing from 2010 to 2015 that’s a strong case that should go to the Ombudsman. In theory you are risking what QQ has offered, but in practice I have never seen a QQ case where FOS has offered less than QQ has. Most good cases get a lot more from FOS.
The only real risk is if QQ goes under like Wonga. I can’t say that won’t happen but, unlike Wonga, QQ is owned by a much larger American company. It’s always hard to turn down £1,300 in cash but if you paid over 7k in interest then, with 8% interest added on, you could be looking at a refund of 7-10k by going to FOS.
Michellew says
Hi
I only had 4 loans out with quick quid but these were back to back and i took one lian out and then rolled them ovet for the time i could and then took another out, so over 18 month period i had a constant lian with qq. Would this be classed as more than 4 lians if you defer each month. Thanks
Sara (Debt Camel) says
Well it is technically 4 loans. But whereas the ombudsman will normally only refund from loan 3 or loan 4, if the early loans have been rolled a lot they too may be refunded.
Myles says
How long does it take for an adjudicator to contact you once you’ve submitted a complaint to the FOS?
Amanda says
I sent the complaint to the Ombudsman on the 03/08/2018, this was then picked up by the adjudicator on the 18/09/2018, I was contacted on 20/09/2018 and was resolved on the 12/10/2018 when the company agreed with the adjudicator.
Frank says
That timescale is good. My claim was sent to them in April and still hasn’t been assigned an adjudicator yet!!
Jane says
I sent mine in May 2018 and still no response from adjudicator
Julie says
Hi – does anyone know what happens when QQ haven’t paid the refund within the 28 days given to them by FOS? I accepted an offer from them on 14/09/18 and the adjudicator told them they had 28 days to pay the refund which expired on 12/10/18 – no refund received. I have contacted FOS to let them know but have not heard anything – I just wondered what happens in this instance?
Sdott says
Does anyone have any further update other than the letter most received a couple of months back about QQ and 6 year loans ? Waiting since April 2016 like others but surely this must be getting to closure one way or another
Sara (Debt Camel) says
See https://debtcamel.co.uk/fos-time-limits-payday-loan-refunds/ which is good news …
… and today’s new article https://debtcamel.co.uk/quickquid-misleading-6-year-loans/ which suggest no rapid progress :(
Scott says
Thanks Sara well it’s defin more positive I’m not surprised by QQ still ignoring it from my experience with them let’s hope it gets the ball rolling now
Jordan Milne says
Hi There,
I’ve just had a rejection letter through from QQ. I just wanted some advice and peoples thoughts on whether I should send to FO.
They state in their letter ‘DEPENDENCY – and then say we would expect to see increasing amounts to cover the principal loan’…… yet I borrowed £250 initially, topped it up to £650 two days later and then topped it up to £800 3 days after that??
They said they wouldn’t even look at the 2 loans I had with them over 6 years ago.
Shall I take this to FO?
Thanks,
Jordan
Sara (Debt Camel) says
I would have thought there is a strong case for a refund on the last top up. The 2 older loans, were they just before these later loans? How large were they?
Jordan says
Hi Sara,
Thanks for your reply.
When I log into my QQ account and loan history I can’t even see the loans over 6 years. I’ll ask them for a breakdown of my loan history. With regards to the ones topped up please see the amounts borrowed and dates below. Do you think I have a case with FO with those? Even though QQ have rejected them?
Base loan 10/1/17 of £250
Top upped 13/1/17 to £650
Top upped 19/1/17 to £800
Base loan 5/4/17 of £300
Topped up 10/4/17 to £450
Topped up 12/4/17 to £800
Many thanks,
Jordan Milne
Sara (Debt Camel) says
If you couldn’t afford the repayments without more borrowing, then yes, worth going to FOS with those.
daveyd says
Hi all
My last case is with these and has been with the FO sine August 2017 (10 loans over 6 years, 5 less. Just had a response from the FO
Thank you for your email. We are still in discussion with the business to see if this Service is able to review all the loans you took out with the business. We apologise for the delay and thank you for your patience in this matter. The adjudicator will contact you as soon as they have reviewed the case. As explained by my colleague previously, we may be able to review your complaint sooner if you wish for this Service to only review the loans the business has not objected us to.
looks like despite the recent news that I’m still in for a long wait
Colin says
Hi there,
I’ve been given a “Right to Access” and “Right to Portabillity” from QQ which I can now download on my file.
It says that:
“You currently have a personal data request in progress and should expect to receive your records within 30 days of your request. You can keep track of the status of your request on this page”
Do I need to wait for anything else to come?
I can see they’ve put a list of my loans on a spreadsheet.
VictoriaB says
Hi Sara,
I had an outcome recently on a complaint I put in with a payday lender. There were 6 loans in total, 3 of which fell out of the 6 year window. Of the mainly 3, below 2012-2014 the interest and charges amounted to over £1860.
My claim was rejected today on the basis of ‘dependency’ ‘over 6 years’ and ‘hardship’. As well as that they sent me the following bit regarding the Ombudsman which included the reasoning that because I had waited over 3 years to make a complaint the Ombudsman would possibly ‘not be able to consider my complaint’.
Is this true, or are they trying to get me to go away? I have only a few months ago finally gotten out of debt and to be honest have been too emotional to face the paperwork relating to the debt cycle that has taken away the past few years..
Sara (Debt Camel) says
Which lender was this?
VictoriaB says
It was Quickquid
Sara (Debt Camel) says
Send it straight to the Ombudsman. You aren’t the first person to think QQs reply means your complaint may be rejected as it’s more than three years, but actually that bit only applies to the over 6 year loans – your under 6 year loans will definitely be considered. (Anyone would think they meant to be misleading…)
You have to choose whether to drop the over 6 year loans, even though FOS says it will usually look at them it may be quicker if you do.
VictoriaB says
Thanks Sara. Speaking to the Ombudsman was actually such a relief, you feel like you’re talking to a real person for the first time in the process!
Some of the exact wording from Quickquid below does feel very misleading:
The Ombudsman might not be able to consider your complaint if:
• what you’re complaining about happened more than six years ago, and
• you’re complaining more than three years after you realised (or should have realised) that there was a problem.
We think that your complaint was made outside of these time limits but this is a matter for the Ombudsman to decide. If the Ombudsman agrees with us, they will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (see below).
If you do decide to refer your complaint to the Ombudsman you must do so within six months of the date of this letter.
If you do not refer your complaint to the Ombudsman within six months of the date of this letter, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.
The very limited circumstances referred to above include, where the Ombudsman believes that the delay was as a result of exceptional circumstances. I have provided you with a link to the leaflet for your information to assist you if you decide to pursue this further course of action. They can be contacted at…
Sara (Debt Camel) says
“The Ombudsman might not be able to consider your complaint if:
• what you’re complaining about happened more than six years ago, and
• you’re complaining more than three years after you realised (or should have realised) that there was a problem.”
It that word AND that makes the difference here. WHat QQ have written is strictly correct. But many people misunderstand it :(
Jane says
I am so confused with FOS I sent my complaint in May 2018 and it’s been with FOS for nearly 6 months. Anyone else in the same position ?
Lisa says
Mine has been with the FOS since May and I have received correspondence asking me to confirm certain things on bank statements etc so hope it is moving along now. I presume they are looking at it now but don’t know how long it takes. Have you received anything from them?
Mr and Mrs C says
Hi Jane, we have had a QQ complaint with FOS since May also, I emailed them last week as we hadn’t heard anything for a while, they replied to say they are still looking at things, and currently ‘fighting’ with QQ about the loans over 6 years, as soon as they have something to tell us blah blah. I was worried that they had asked us for something, we hadn’t responded and they had closed the case as we hadn’t heard anything for so long. But that wasn’t the case. I think it could take a couple of years at this rate.
Ms B says
Not good enough why does it have to be so slow?
I’ve had enough of waiting
Craig Price says
mine has been with them for 2 years now as I’m trying to go back more than 6 years.
Jason says
Hi guys,
Pounds2pocket didn’t agree with my adjudicators assessment of a refund on 7 out of 9 Loans and instead offered 3! I’ve said to go to ombudsman now but any advice/experience on how long this takes to get picked up etc? Am I back to square 1? Hope not !
Sara (Debt Camel) says
It is normally 10-14 weeks for an Ombudsman – some quicker, some more.
james g says
QQ and P2P emailed me the statements immediately after i asked for them. They since have sided with my aduducator at FOS and have agreed they misold the loans. I have had a statement showing exactly what i am owed. Does anybody know how long it will take to recieve the refund?
Lisa says
How long did your claim take with the FOS James?
James says
My claim went to ombudsman in april so say 6 months
Lisa says
ooh I am a month behind you so hopefully not long now!
My claim has been with the Ombudsman since May 2018 when the company rejected my claim. I have been contacted to ask for bank statements and today to ask a few questions about things on my statement. I hope that means we are close to resolving as they rejected my initial claim.
Richard says
Can I claim back on some of my 27 loans I got a few when I was working but went on the sick for the last 3 years and was getting esa but still borrowing to gamble which my girlfriend or friends pay off most the time. I was also in a Iva for most of them. Most of the loans were paid off in time except the last one which I have not paid back
Sara (Debt Camel) says
Did your IVA complete, when? Was this QQ that you still owe money to?
Richard says
Just waiting for my Iva to complete made the final payment in march . Was QQ I took out all the loans with and got one unpaid now. Have not paid it so it is double now
Sara (Debt Camel) says
If you claim when your IVA hasn’t completed it will go to the IVA firm. If you claim after the IVA has completed, you may get lucky and get a refund from the lender. But if it goes to the Ombudsman it is likely the refund will still be paid to the IVA firm. I wonder if best option here may be to ask QQ to wipe the existing debt not pay a refund?
On a separate matter, why is your IVA taking so long to complete? It should have been done in 6 months max. Unless you think there is a good reason (eg you haven’t been replying to requests for info from your IVA firm…) I suggest you complain, see https://debtcamel.co.uk/iva-completion-certificate/.
Baz says
Further update on quickquid complaint-
08/08/18 initial complaint letter sent, 27/09/18 final response/rejection received, 27/09/18 sent to fo, 30/10/18 adjudicator assigned, 02/11/2018 adjudicator ruled in my favor in loans 3-7 (out of 7 loans). Good news to this point. Quickquid have to 16/11/2018 to respond. However this will probably be held up because of argument between qq and ombudsman over loans after 2015. Any further update on this? Anyone any idea of timeframes for me now?
Sara (Debt Camel) says
No updates, but it’s gone incredibly fast so far!
C says
Blimey Baz.
That is fast, can I double check you got your dates right, that the submission was 2018, and not in fact 2017.
I spoke to the FOS on Thursday as mine was sent on 1st March ‘18 and they still have backlog with those who discounted the loans over 6 years, let alone those who have held on to include the loans over 6 years.
Well done you for a quick turn around though if it is all in 2018
All the best,
Tim ber says
Ye that’s excellent. Had my 4 with ombudsman since march this year. One has been given upheld and due to lack of response going to the ombudsman. 3 haven’t been assigned a adjudicator yet
Baz says
Dates all correct. Was very surprising when was told my case picked up. I originally thought they were asking for more info before it joined the waiting line. However i have received the letter of decision the adjudicator sent to cash euro net and all. The funny thing is, in my original complaint i had said that if was settled quick i would be happy to ignore loans 1-5. Then asked adjudicator to include in complaint.
Melly mel says
Hi everyone. I complained to QQ in Nov 17 and they rejected it.
I then passed it to the Ombudsman in Feb/March 18.
There was a total of 24 loans in total (I think this covers two or three I had with P2P)
Anyway I’ve recently had a few emails from the adjudicator clarifying details with my income & outgoing since the start of the loans in 2011.
Has anyone else had this and do you think this sounds close to getting somewhere finally?
Lisa says
Mine went to them in May after being rejected and over the last few weeks they have been asking additional questions so I guess it is being looked at. Some seem to settle really quickly and others take longer. Fingers crossed we get answers soon.
Mellymel says
Hi Lisa.
Yeh it definitely sounds like it’s moving, I guess each case is so different – it’s impossible to judge. I sent them years worth of bank statements as I borrowed pretty much continuously. I will update my progress here when anything happens.
Lisa says
Yes I sent years worth of statements too for both accounts as I did the same. Nightmare that I am glad to be out of. All the other companies settled immediately but this company is more tricky. I guess they hope you won’t take to the FOC!
Mellymel says
Hi Lisa.
Just to let you know – the adjudicator has emailed me today and found most of the loans in my favour. She’s advised QQ and given them until 23/11 to respond.
Baz says
Qq have argued with adjudicators decision as expected. I received the following from adjudicator:
“Casheuronet have responded to our assessment with further arguments that we’re considering. These are generalised points which affect a number of complaints, including yours.
Once we have considered these, we’ll be in touch with you.”
Any updates on this? Any likely timeframes, is it likely to drag out for say 6 months?
Sara (Debt Camel) says
Are some of your loans in 2015 or afterwards? If so, this is what QQ are arguing about. No indication about timescales – except I think FOS is as keen as you are to get this sorted.
Baz says
They are all after 2015. Good to hear the FOS keen to get this sorted. Hopefully they can soon.
CJ says
Good evening everyone
I thought out of courtesy i would provide a timeline of my complaint, My complaint was with QuickQuid.
Dec 2016 – Sent the “considering making a complaint to you” for templates
Dec 2016 – Received all of the statements from QuickQuid
Dec 2016 – Complaint is acknowledged and the 8 week countdown begins
Feb 2017 – Received final Response from QuickQuid, they offered me £75 as a goodwill gesture, i did not respond
Feb 2017 – Complained to the FOS on their website
Feb 2017 – I was sent an acknowledgement (Also phone call) from the FOS, asking for info
Mar 2017 – Sent credit file, loan details and QuickQuid CRN
June 2017 – Sent Bank Statements via email after spending 2 days scanning them.
July 2017 – Received confirmation they needed no more Information
Sep 2017 till March 2018 – Sent monthly emails asking for updates
Mar 2018 – Adjudicator emails me to confirm he has written a letter to QuickQuid
Apr 2018 – Adjudicator emails me to inform me Quick Quid has requested more info
Apr 2018 – Adjudicator emails me to tell me an ombudsman will review my complaint
Oct 2018 – Receive a letter informing me that the Ombudsman has upheld my complaint and he has contacted QuickQuid
Oct 2018 – i Inform the Ombudsman i have nothing else to add to this case.
I am currently awaiting the final outcome and for QuickQuid to respond to the FOS . All the best with your complaints
CJ
CJ says
Good evening everyone
This was meant for my timeline message but had to cut it out due to post length.
I thought out of courtesy i would provide a timeline of my complaint, firstly i want to thank Sara for putting the time in to hosting this site and providing extensive information on payday loan refunds, if it wasnt for the information on this site i dont think i would of even attempted to chase for a refund.
My complaint was with QuickQuid, as the original blog said this really wasnt Quick.
I am currently awaiting the final outcome and for QuickQuid to respond to the FOS and will update this forum on how it goes.
Again regardless of the outcome even for getting this far i really want to thank Debt Camel and Sara for the advice on this site,
All the best with your complaints
CJ
Mike says
Hi
Are any of the loans upheld from 2015 onwards? also when you say the ombudsman upheld, doesn’t that mean that QQ need to pay you, so shouldn’t they be in contact with you? sorry if i am reading it wrong.
Thanks
Michael
CJ says
Hi Michael,
I had no loans from 2014 onwards.
It means that they upheld the adjudicators decision,
I might not be 100% with the terminology,
As mentioned the ombudsman provisional decision has been sent to myself and QQ , if they don’t respond before the date asking or giving more info then the final decision will be sent to them.
CJ
Rich says
So I’ve had a refund offered of £16.56. For loans that I’ve taken out paying interest of nearly £20,000. I’m in big debt over the taking out of these loans. I’ve rejected there offer and have no idea what the outcome will be , the offer I got was a generic email . So would say that it has not been looked at. They offer to clear a late payment and charge that was charged even though I paid the late payment on the same day! Any idea where I may stand? I had between 2013 and 2018 over 15 loans plus three month rollovers
Sara (Debt Camel) says
send the case straight to the Ombudsman. QQ at the moment are refusing to refund anything after 2015 so this may not be fast, but FOS thinks they should!
Sarah says
Hi,
I’ve just had a template response from QQ and P2P saying my complaint was not upheld. Came at the 7 week point.
I borrowed 16 times from QQ alone in 2.5years in closing rollovers and new loans. I’ve borrowed 6 times (12 month loans) from P2P since 2012. I’ve paid over £6000 in interest to QQ and about £4000 to P2P.
I sent them my statments (which took ages) to show that at the same time I was borrowing from ladder loans, lightning loans, Wonga, payday express and payday uk to demonstrate how I was borrowing at a high level but don’t even think they looked at these at have only compared my income with my monthly repayments and that I never missed a payment (I was too scared to so borrowed for other lenders to keep the trap of loans continuing)
Should I escalate to FOS?
Sara (Debt Camel) says
Another example suggesting that QQ don’t actually pay any attention to people’s bank statements :(
Yes send this to FOS.
And I hope you have complained to the other lenders as well!
Sarah says
Thank you! Have referred to FOS last night.
And yes have also complained to other lenders, 5 days until escalation to FOS if they don’t reply…..!
Lisa says
Most definitely! Standard response that is. They seem to say no to all hoping you will go away. You have nothing to lose going to the FOS. Good luck.
Chroistine says
How long. Do QQ take to ge back to you after your firsts initial complaint.?
Mellymel says
Usually 7-8 weeks.
Sheila says
Hi guys,
My complaint has been with FOS since May 2018- it’s been well over 6 months. Anyone else in a similar boat? Just feel like everyone else has been handled much quicker.
I have sent them everything.
Any input on this?
Frank says
Sheila – I’m in the exact same position. My claim has been with the FOS since May 2018 as well and I was told recently that it still hasn’t even been assigned an adjudicator yet! I started the claim in February. So slow!
Mellymel says
Hi Sheila.
Mine has been with FOS since end of Feb, that’s when I forwarded them all the info such as bank statements etc. I had a decision last Friday that it’s mostly gone in my favour. QQ have got until 23 Nov to respond.
Lisa says
Let us know when they respond. The adjudicator is still sending me questions on mine which has been with them since May. Fingers crossed not much longer now.
jason says
Hey Lisa
Please let me know how you get on i had pretty much the same email today 21/11/2018 and QQ have until 05/12/2018 ,
Jason H
Lisa says
Any response yet?
Mellymel says
Lisa – I had s replt from adjudicator last Friday (16 Nov) they’d found most of the loans in my favour and written to QQ giving them two weeks to respond.
QQ responses on 19th Nov disputing my last two loans as they were in 2017 and said I could afford them. Adjudicator asked for bank statements from that period to re evaluate which I sent.
I then heard back from the adjudicator yesterday (21 Nov) they’ve found them in my favour and upheld my complaint, so now QA have to respond by early Dec.
Lisa says
Fab news!! I hope they pay up and don’t dispute. Seems to take ages if goes to a full Ombudsman case. Keep us posted. I’m still waiting to hear.
Mellymel says
Sorry about all the typos in my reply above! I was in a rush.
The Adjudicator said in the letter that the Ombudsman would agree with Her if they try to dispute so hopefully QQ don’t mess about now. I’ll let you know next time I hear anything
Mike says
Has anyone heard anything from QuickQuid and loans post 2015?
Thanks
Mike
Jason says
I’m the same Mike. I’m awaiting Ombudsman allocation but my adjudicator told me it will take some time as they have told the FOS post 2015 loans are all affordable, to everyone! seems a bold statement and clutching at straws trying to avoid paying redress
Sara (Debt Camel) says
I have heard this compared to someone saying because they passed their driving test 3 years ago they shouldn’t have to pay a speeding fine…
Bonnie says
Incredible site helping so many people, thank you!
My question is regarding Quikquid. I know most people on here are wanting interest and charges back; however even though I believe Quikquid has totally loaned irresponsibly I really really only want the default removed from my credit file. They loaned me 5 loans in 8 weeks and my credit was in the toilet. It’s now at the stage of going to FOS, do you think my chances increase of them agreeing if I only ask for the default removed and not any compensation?
Anyone have any experience with just a request for the default removed?
Sara (Debt Camel) says
I don’t remember anyone having any luck trying this argument with QuickQuid. Indeed QQ don’t seem to listen to any suggestions if they have rejected a complaint. They should only remove the default if the loans were unaffordable – and the best way to get this agreed is to just follow the standard path of going to FOS – 5 loans in 8 weeks is a LOT!
Frank says
Does anyone know how to pull a credit report onto a pdf? It says you can do it on Experian but I can’t see an option for that.
Sara (Debt Camel) says
if this is for FOS it is better to send a Noddle report as that shows more payday lending usually.
Carly-ann says
Hi Sara
I wondered if you could advise what my next step is? I contacted Quickquid who I has several loans with between 2013-2014. After three emails and writing to their head office I received not one acknowledgement from them in 8 weeks. I took my case to the ombudsman and sent over bank statements etc and they said they had a response and a low offer from quickquid on the 8th August which I regected. Now I’m told my case is waiting to be picked up by an adjudicator and no time frame on this. I have chased several times and now been told that quickquid haven’t sent over a case file yet and they can’t it can’t be picked up until they receive this..
Do I just sit tight now or is there a time frame that quickquid has to respond? Is there anything else I can do to speed up this process? I first referred my complaint to the FOS in May.
Carly-Ann
Sara (Debt Camel) says
Over 4 months is unacceptable! I suggest doing all of these:
1) email the FCA, QQ’s regulator, at consumer.queries@fca.org.uk and copy it to ndrew@enova.com and cmurray2@enova.com
Say you are complaining that Cash Euronet (673738) is being very slow in handling your complaint about irresponsible lending by QuickQuid and that you thought the FCA as their regulator should be aware of their slow and obstructive approach to complaints. Explain the dates, that it was sent to the FOS on dd/mm/yy, give your FOS reference number and say FOS says QQ has still not provided their case file to let FOS start investigating.
The FCA will not investigate your complaint, so don’t go into details about your borrowing or why it was unaffordable. You are just reporting their slow complaints handling. Hopefully QuickQuid won’t like this and it may kick them into action.
2) leave them a bad 1 star review on https://www.reviews.co.uk/company-reviews/store/quickquid
3) tell FOS that you want them to start looking at the complaint without the QQ case file (I hope you can supply a list of your loans for this?) and that you want to ask for extra compensation for the poor complaint handling by QQ.
Matt says
I will!
Thank you so much
Marie says
I have complaint against quick quid adjudicator has upheld and given them two weeks to reply will they do this and what happens next
Baz says
If the loans in question are after 2015 you could be in for a wait. These are on hold at the moment while quick quid and fos argue about some stuff. I received a decision i was very happy with couple of weeks ago but have been told i have to wait by adjudicator. Hoping it doesnt go on for months.
Mellymel says
I’ve had an email from the adjudicator. QQ have asked them to look again at the last few loans I had in 2017. The adjudicator has asked for my bank statements from them so I’ll see where this goes.
Steven Downey says
Hello Sara
I have a claim for some 8 loans in with Quick Quid, they have requested that i send them bank statements, pay checks and any thing else that examples my hardship. Is this normal and necessary because i don’t have them, will this mean the end of the claim? Any advise?
Thanks
Steven
Sara (Debt Camel) says
It is normal for QQ to ask. But you don’t have to send them! However if the case goes to the ombudsman (and at the moment most QQ cases seem to be getting very poor offers) you will need the bank statements, not payslips. So this would be a good time to be getting your old bank statements – this is possible even from closed accounts. How old were your loans?
Diane says
Sorry if it’s been asked before but can anyone give me a timescale for qq to get in touch once you have accepted through the adjudicator please,
Andrew Smith says
Hi I made a complaint against Pounds to Pockets about irresponsible lending which they have upheld, my resolution was to remove the loan in total. However, they have offered to refund payments made plus interest which still leaves a balance. Should I accept this resolution or take it forward with the Financial Ombudsman?
Sara (Debt Camel) says
You only had one loan from them? how much did you borrow? How much have you paid towards the loan?
Andrew Smith says
Yes just one loan for £1,600. I paid £546 then it became unaffordable.
neil says
you should accept it if they have said they shouldn’t have given you the loan in the first place, as long as they have taken all the interest off the loan, meaning you only pay them the £1600 in total. If you have paid £546 it would leave £1054 left to pay. You can’t expect them to wipe off the whole loan if you haven’t paid them back what they originally loaned you.
Jonathan says
Hi,
I have been offered £700 from Quick quid from a maximum of around £1200 which is only from 2 of 8 loans. The reason they gave was “Repayment accounted for too much of monthly disposable income” and I guess this makes sense as they were the biggest loans by a long way.
I have read in here that if you are offered something you should always take it further as no-one receives less but to be honest I have read how long it is taking to take further and I am seriously tempted to take it.
My question is, can I go back to Quickquid and try and negotiate it up to say around £950, because I would definitely take that for the speed rather than waiting for adjudicator. Has anyone successfully negotiated with them?
Kind regards,
Jonathan
Laurence says
I tried negotiating with QQ and got nowhere. I also tried this with Wageday and got the same result. From my experience payday lenders don’t move once they have made an offer.
I accepted both offers recently as they were good offers and the 6-12 month wait and work involved seemed like too much hassle.
One thing I did do with QQ and they agreed to was to outline I will only accept as long as they make payment to me within 24 hours.
A few hours after I sent the email funds were in my account
cheryl says
hi Lawrence, how long after you sent the letters did they make you an offer?
Laurence says
8 weeks and 11 weeks
cheryl says
Thanks. Submitted my bunch of letters 4 weeks ago. Qq being the biggest so fingers crossed.
Sara (Debt Camel) says
QQ don’t negotiate.
Jonathan says
Hi Sara,
Thank you very much for your help and quick response, it is very much appreciated.
Thanks for your response. Do I need them to ask to wipe the negative effect from my credit file?
Also, if I accept Quickquid would that give an adjudicator or ombudsman any an opportunity to not give me full refund for other complaints?
Because I am sort of accepting that they weren’t all unnafordable by accepting. And Quickquid are only refund my two largest loans and none of my other loans are as big.
Also Sunny have rejected my claim and classed it as one big loan. Is this common? Do i need to argue that it was more loans? And can i send Sunny an email asking them to reconsider or I will send to Ombudsman? Might that force them to offer?
Kind regards,
Jonathan
Sara (Debt Camel) says
“Do I need them to ask to wipe the negative effect from my credit file?” are there any negative marks (late payments or defaults?) on these two loans or on any other QQ loans?
“if I accept Quickquid would that give an adjudicator or ombudsman any an opportunity to not give me full refund for other complaints?” No.
“Also Sunny have rejected my claim and classed it as one big loan. Is this common? Do I need to argue that it was more loans? ” this was a flexible credit facility? Did you realise this or did you just think you were taking a series of loans?
Jonathan says
Hi Sara,
I don’t think there are any late payments or defaults on the loans from QQ. Is that the only thing that effects the credit file? I thought that meant just for applying.
For Sunny, I thought I was taking a series of loans.
Kind regards,
Jonathan
Dana says
I had some great news yesterday evening, my QuickQuid complaint has finally been dealt with and the adjudicator came to a decision and said they should refund loans 6-18 with interest, they’ve got until 6th December to respond, I’ve worked out this is £5100, very pleased with this.
However, upon me replying with a thankful email the adjudicator responded saying from previous experience, QuickQuid may not agree with his conclusion? This now has me worried? Is he just trying to bring me back down to Earth and not get my hopes up?
Sara (Debt Camel) says
are some of the loans in 2015 or afterwards?
matt says
Hi Dana
QQ had until 20th November to reply to mine. I spoke with FOS this morning and they told me QQ have questioned his findings. He has replied saying his decision stands firm and they now have until the 6/12/18 to make an offer or reject. Seems they drag it all out to the last knockings, I guess this may go all the way to The Ombudsman. Potential refund is around £6k in interest alone. I dropped loans over 6 years (£3k interest). Last loan with them 2014. Was hoping they would agree and pay up but wishful thinking!
Dana says
Hi Sara,
The loans were from 2012-2016, is there something about loans from 2015 onward?
Sara (Debt Camel) says
yes, at the moment QQ seem to be objecting to any refunds on them on the grounds they changed their lending policy to be “FCA approved”. (As someone said, this is a bit like saying you passed your driving test in 2015 so you shouldn’t now get a speeding ticket.) There are quite a few of these cases stacked up.
Frank says
Hi Sara,
Do you know anything about qq flexcredit loan refunds. I have just had the ombudsman report and they have said that a flex credit loan in 2013 should be refunded. The original loan was about £800 but this flexcredit loan went on for months and I kept borrowing on it. I borrowed another £5000 on it. Should I be refunded all the interest? Technically that is still the same loan right?
Any help much appreciated.
Thanks
Sara (Debt Camel) says
yes you should be refunded ALL interest on it :)
Frank says
That’s good to know. Fingers crossed then. Thanks Sara :)
Dine says
I rang casheruro net with my new bank details as requested to pay my redress, today I got an email saying thank you for setting up a direct debit, it’s also shows on my bank direct debit, I’ve tried ringing them this morning to ask but can’t get through, can anyone tell me if this is how they do it.i don’t want them to take money out of my account.
Sara (Debt Camel) says
If they take any money out, you can get it back immediately from your back through the Direct Debit guarantee – and I would then ask QQ for compensation!
When they have refunded the money, cancel the DD with your bank.
Diane says
Thank you Sara .
mike says
Hi
I am just wondering with the QQ argument on post 2015 loans, does this potentially for delaying decisions as long as loans over 6 years have?
I know Sara said that Wonga tried this line on numerous occasions, did this cause a big delay?
Thanks
Sara (Debt Camel) says
Wonga tried this line when rejecting people’s claims. The line then got routinely rejected/ignored by adjudicators and Wonga often accepted these decisions and paid out.
QQ appear to be (and I am only going from reports here – I am not saying they aren’t accurate but it may be some other people are getting different results and not commenting about them) trying a rather different approach by refusing to accept adjudicator decisions awarding refunds for loans after March 2015.
I don’t think this is likely to lead to such long delays. The “6 year” and “3 year” issues are stated in FOS rules. QQ’s argument that its assessments improved after March 2015 are a matter of judgment for the Ombudsman, not a question of jurisdiction over whether FOS can look at them at all.
mike says
Hi Sara
Once again, thank you for taking the time to reply with a really informative reply. It does help clarify it for me.
Thank you.
Mike
Dee says
Hi I have received and accepted a settlement offer with QQ/P2P
Does anyone know roughly how long they take to pay out?
Thanks for your help on here Sara!
Diane says
When I rang them they said 28 days, hoping it will be in before Christmas
Dee says
They have sent me an email saying it would be in within the hour, half an hour later I checked my account and it is in. Split over 2 payments.
2 down/ 4 to go 🤞🏼
Diane says
I got mine yesterday, so mine took 5days from accepting, good luck with your others.
sarah says
Is that 28 working days or 28 days from the date of accepting their offer??? i accepted on 13th, got an email saying it was being processed and would take 15 working days but to date no money in my acct from them??
Kam says
Hi have just received the long response offering no compensation.in short they somehow say that they reviewed all details regarding credit worthiness, affordability etc but don’t go into any detail at all. For example my credit has been poor and there were roll-over loans. What did they take into account or conclude when deciding on a loan in those circumstances. It seems like a stock response. I will now be escalating to the Ombudsman.
Mikey says
Hi Sara,
It’s been two months since I had an update saying Quickquid are refusing all claims from 2015 onwards. I’ve had no communication since. Is there any point in asking them how the claim is going or would they really only contact me if they have an update?
My claim has been going for 7 months, it’s been to the adjudicator who ruled in my favour, QQ rejected their claims so it was in a queue to be picked up by the Ombudsman.
Thanks
Sara (Debt Camel) says
There isn’t much you can do to speed this up I am afraid.
Peter says
Hi guys
I tried to complain to QQ in 2017, they wrote me back with a very long email full of BS that I wasn’t aware was BS at the time. Only now do I realize that they were taking the Michael.
Its now past the 6 months deadline for the Ombudsman that they mention in the email. Can I still complain?
Sara (Debt Camel) says
Unless there was something factually inaccurate in what they said, there may be nothing you can do I am afraid.
Yoav Margetts says
Hi, I complained to quick quid received an offer of £1800 but they refused to look at loans older than 6 years, which total a further £2200 plus interest.
I’ve referred it to the ombudsmen and they’ve said it may take a while, but could not say whether it will go on hold until the 6 years + issue is decided.
I’m worried that if I’m not quick they may go bust so would appreciate people’s advice on what do do (wait or get out) – i understand no one can make my mind up for me but advice from experience would be useful – has anyone been paid for 6years + yet?
Sara (Debt Camel) says
I understand your concern.
There is no sign that QQ are likely to go bust. Their American parent reported very good results last month, with no warnings about the cost of refunds in the UK, see http://ir.enova.com/2018-10-25-Enova-Reports-Third-Quarter-2018-Results.
Yoav Margetts says
thanks – that’s reassuring. do you know of anyone who has received a payout for 6 years+ yet or is it likely to go on hold?
Frank says
Hi Sara,
My case is a bit of a hard one to call so I wondered what you thought. To cut a long story short, it went to the adjudicator who deemed qq had mis-sold in a flexicredit loan in which I borrowed several thousands over a six month period. qq responded to this saying they do accept they mis-sold in the flexcredit loan but will not payout because I settled the loan in the end at less than what was owed. This is because I entered into a dmp and after about a year I settled the balance for £700, not the actual £1100 still owed. Because of this they say they don’t owe me any interest/charges because of this partial final payment. This still seems unfair to me because before the loan was settled I had paid about 5k back to them (a lot of that was interest), not to mention that it was largely down to their mis-selling that landed me in a dmp in the first place.
Anyway I have sent to the FOS for a final decision. What do you think? Should they still be responsible for interest and charges accrued prior to me entering into a dmp and settling the debt for less than what was owed?
Sara (Debt Camel) says
How much did you borrow on the account? how much did you pay towards it, including the DMP payments and the final settlement payment?
Frank says
I borrowed about 6.5k over 6 months and paid back 5.8k before it got unaffordable because although I was making payments each month the balance wouldn’t go down much cos I was just paying high interest. and then I had to enter dmp. Then I paid another £1200 ish in dmp inc settlement.
Sara (Debt Camel) says
I am not sure what argument QQ is trying to make for you not getting a refund.
If they are saying that you never paid all the interest (or paid any interest)
Your argument in reply should be that overall you paid 5.8 + 1.2 = 7k which is more than you borrowed by about £500 and that is what you should get back. Plus what will be a small amount of 8% interest.
If they are saying that the settlement of your DMP was in settlement of everything to do with your loans so you should not now be allowed to complain
What date was the DMP settlement? what date did you complain? There are different arguments here depending what the dates are.
Frank says
I think they are saying that they don’t owe anything because they let me off £400 in the final payment.
Dmp was settled in Feb 2015 and I started my complaint in Feb 2018.
Sara (Debt Camel) says
I suggest you email your adjudicator and say:
“After the settlement in 2015 I had still paid QQ about £500 in interest, so I am asking for that to be refunded plus statutory interest.
I don’t think it’s fair that agreeing a settlement in 2015 should stop me making a complaint now. In 2015 I had no idea that QQ should have made better checks into whether I could afford the repayments. As soon as I found out this was irresponsible lending and that the repayments were not affordable as I had to keep borrowing to pay them, I put in my complaint. I don’t think agreeing a settlement amount in 2015 when none of these issues had been discussed between me and QQ is relevant.”
Frank says
I will do that. Thanks a lot Sara appreciate ur help
Alan says
Massive thanks for all of the info and help I have gained from Debt Camel. I made a claim against QuickQuid and after the 8 weeks they made a partial offer for £1100 based on a few of my loans. I went to FOS and adjudicator upheld my claim. I did however agree to only go for loans inside the 6 years as majority of mine were in that period, and I was a little nervous that it may get held up and I could wait for a long time.
However I am over the moon that QQ agreed to refund me £6720 following FOS response, and within 2 days the money is already in my bank account!!!!
Keep going everyone and good luck 😉
Sara (Debt Camel) says
well done!
Shae Mortlock says
I borrowed about 50k off quick quid (normally the highest amount of £1500 a month) and paid back around 62k – some of these loans were >6years old and some not. I was originally offered 2.6k by quick quid when I complained which I refused, directing it to the ombudsman in April 2018. No decision been made yet
but love coming back to this website to read people’s progress/stories.
Wishing you all the best of luck, life, health and of course your cases against QQ.
Darren says
Good afternoon all. Once again thank you for all the help this site has given me. I wrote back in Oct I think and today I have an update. My adjudicator sent me a massive email that he has sent to CashEuroNetUK and he’s sided in my favour massively. Towards mid Nov my original adjudicator moved on and passed my case over to another adjudicator and in timely fashion. Please stick by all the advice this site has to offer. It may take some time but they are siding with most cases.
Thanks very much again.
Maria D says
I’ve just received rejection email from QQ. I had a total of 31 loans between 2009 and 2013.
I sent all my bank statements to them, which quite clearly demonstrated the poor financial state I was in during this time, I am therefore very disappointed at this decision.
Pay day loans almost ruined me. I used them at a time when my marriage broke up, and I was left with a house I struggled to afford, and 3 dependant children. I only escaped the cycle by selling my house and moving into a rented property. I then struggled to obtain another mortgage due to the negative impact having pay day loans had on my credit report. It took me 4 years and a lot of hard work before I have been able to get back on the property ladder.
I feel very strongly that I am entitled to some compensation for this, and now plan to refer my case to the Ombudsman. Do you think it’s wortthw to do that?
Interestingly, I asked for my bank statements to be returned by quick quid, to be asked had I sent them by post or electronically? Strange that – did they even look at them? (I had sent them by post.)
Any advice would be appreciated, thankyou.
Sara (Debt Camel) says
Straight to the Ombudsman! Expect this case to take a long while, but just sit back and try not to stress about that as it won’t speed it up.
“did they even look at them?” probably not…
Annie says
Does anyone have any up to date time scales for FOS cases? Mines has been through the adjudicator and QQ disputed the decision and I have now been waiting 20 weeks for it to be picked up by an ombudsman. Are QQ still digging their heels in about loans after 2015?
Sara (Debt Camel) says
So far as I know , yes :(
Annie says
Hi, UPDATE – I contacted the FOS today for an update and my case and currently it is still in a queue for the ombudsman (20 weeks now). I did ask if there was any reason for the ie. Casheuronet being difficult and was assured that it was only taking such a long time due to the backlog of claims waiting to be dealt with and nothing to do with loans after 2015. So here’s hoping it gets picked up sometime soon and the ombudsman agrees with the adjudicators findings. Fingers crossed
aj says
Hi can some one help back in january qq offered me £5.46 for all my older loans of course i took this to Ombudsman who only got in touch with my last week to ask a few questions on my bank statement about cash out goings so they can go to qq. they said they hope to have a answer for me by the end of this week and hope its sorted before xmas, does this sound promsing or do i still have a long wait
Sara (Debt Camel) says
It sounds like progress, but it’s hard to make a guess at any timescale from here.
aj says
Hi Sara so ombudsman have emailed me and said they have been in touch with QQ and they have till 14th dec to reply is this moving forward now?
Mellymel says
Hi AJ
How long has this been going On?
Was it the Adjudicator or the Ombudsman that said QQ have until the 14th to contact you?
Aj says
Hi
This has been going on since Feb this year and went to the ombundsman in May and yesterday finally ombundsman emailed saying they have given QQ till the 14th to reply so wanted to no if that’s a good sign
ajay bhari says
Hi Sara
Some advice please the ombundsman has given QQ till 14th to reply if they don’t do you no what happens then
Sara (Debt Camel) says
If they don’t reply, or they reject the decision, it goes into a queue to be looked at by “an Ombudsman”. See https://debtcamel.co.uk/financial-ombudsman-what-happens/ for more details.
When were your loans that the adjudicator has said to refund?
Aj says
It’s already with the ombundsman my agent told me his written to the business and they have till 14th to reply
Sara (Debt Camel) says
What is the decision from the ombudsman – is it that they can look at your loans that are more than 6 years old? or is it saying that loans A, B and C should be refunded?
Is this a Provisional Decision – if so, is it different from the decision your adjudicator made?
What date was the decision from your adjudicator? and what date was the decision from an ombudsman?
Sorry I know I am not answering your question but I can’t unless I can see the circumstances clearly.
Aj says
So got a reply from financial ombundsman today quickquid have said they will pay me out so now just waiting for them to ask for bank details don’t now how long that and pay out takes
Kate says
Hi I’ve put in a claim with QQ Had a reply to which they said they were looking at it about 2 weeks ago. Now I can no longer look at my account online? Seems a bit odd. I’ve taken screen shots of it all beforehand luckily. So it looks like my account has been deleted Is this something they normally do? Also it was showing I owed them still when in fact I paid it.
BMWS1985 says
My Claim with Quickquid is currently with an Adjudicator. He is asking me for bank statements relating to 2014 but I’ve shown proof on loans older than this with QQ and sent him a complete summary QQ have sent to me. He is saying he can’t look at these loans without QQ’s permission and they have said no? The overwhelming majority of loans are 2010-2012 so potentially I am going to be offered a much smaller refund than I could be entitled to? Anyone had experience of this?
Sara (Debt Camel) says
Go back to him and refer him to https://www.financial-ombudsman.org.uk/files/17783/payday-loans_time-limts_final-decision-lender-C.pdf and https://www.financial-ombudsman.org.uk/files/17784/payday-loans_time-limits_final-decision-lender-D.pdf.
Also explain how and when you found out you can make an affordability complaint (see https://debtcamel.co.uk/fos-time-limits-payday-loan-refunds/ for more about this) and say you want all your loans considered.
Mellymel says
I have a reply!
QQ have only offered to settle five out of my 18 loans and they’ve offered me £2255. The Adjudicator said i can accept that or take it to the Ombudsman (pending a few month wait)
I have decided to pass it on to the ombudsman as they haven’t even offered to refund a third of my complaint,
I’m in for another long wait I think!
Sara (Debt Camel) says
How many had the Adjudicator said to refund? Could you tell why QQ had chosen those 5 and not others?
Mellymel says
Regarding the Adudicatirs decision, she didn’t say how much I could be liable for or why QQ has only chosen to refund five of the loans.
I could probably ask her but I know I’m definitely going to reject the offer anyway
Matt says
Hi Mellymel
Your case almost mirrors mine. Adjudicator upheld all loans newer than 6 years old. QQ argued and offered…
Refund the extension requested on loans 14 and 15 and late fees on loans 14 and 16 equating to £1,659.81
• Add Interest at 8% simple £762.33
• Less 20% tax withholding on interest £152.47
• Amount to be paid to Mr Horscroft £2,269.68
• Remove the negative credit file entries associated with loans 14 and 15 (5089041 and 6242764)
If they agreed with the adjudicator the interest refund would be £6k and whatever the 8per cent extra is.
Looks like they are trying all they can to pay the maximum redress owed. Hopefully the Ombudsman will force their hand and agree with adjudicator.
Good luck
Mellymel says
Thanks for the reply Matt
When did all this happen with you and are you still waiting?
Matt says
Adjudicator upheld my complaint a month back. Quick quid argued and replied and I rejected on Friday so another long wait ahead.
Baggy70 says
I had an offer from QQ for £5400 which they paid within 24 hours after I accepted. They didnt look at loans over 6 years, but in view of amount I accepted.
Pretty quick final response, they did ask for bank statements which I didn’t have but I sent them my P60s and mortgage statements with a breakdown of my financial circumstances
cheryl says
when did you submit tge complaint?
Baggy70 says
I first contacted them 31st Oct, got the generic email and contact from a caseworker soon after. They had no defence really as I ended up in arrears with my mortgage and was payjng one loan off and getting another 2 days later and this continued for at least 6 months. Thank god those dark days are over!
Matt says
Update
QQ disagreed with adjudicators findings. They counter offered around 2k. I have rejected this yesterday as it should be closer to £9k if they had agreed with adjudicator. Bit frustrating but I’ve waited this long so can wait for an Ombudsman now. I didn’t include the loans over 6 years either to speed things up, appears QQ will do all they can to get out of paying what they owe!!
Karen Wilson says
A bit of a change of direction with QQ it seems. I sent the initial complaint email on 4th December, asking for a breakdown of the loans I took out (in 2011 and 2012), I have received their final response today rejecting my claim due to it being outside the 6 year window. However, they haven’t provided me with the breakdown – just the reference number for each of the 7 loans).
I’ve gone straight to FOS with this one – I definitely had difficult circumstances as a result of this awful debt spiral I got myself into with QQ and many other lenders and always blamed myself – it was only when stumbling across this website while searching for something else recently I became aware I could possibly make claims. Still waiting to hear back from the other lenders but they have all provided breakdowns of my loans – not sure why QQ haven’t.
I did find it amusing that one of their reasons for disputing that I wasn’t aware of the ability to claim was that “there has been widespread media coverage since 2008 which has made it clear that it is wrong to lend irresponsibly”….and yet they continued to do so, with my loans coming 3-4 years after that!
sarah kingswell says
Hi all
Ive had my complaint sent to FOS and they said that QQ and P2P should pay me about £1000 back which I was happy with. QQ/p2p then wrote asking for my bank details and that it would take 15 working days to clear that was on 16th Nov – not yet in my acct – and now they’re saying they are looking into it as it should be there?!! Funny how it take half an hour to get into your acct when you borrow from weeks to clear when they’re paying it back. Ive emailed the FOS as they are over the weeks the FOS give them to pay too. Has anyone else has this problem?
Laura W says
So my complaint has been assigned with adjudicator
I’ve had £4K borrowed in interest all before 2015.
Some of it was flexcredit – anyone know how these are assessed?
Sent all bank statements
How long does the adjudicator take?
Thanks in advance
Sara (Debt Camel) says
Flex credit – they look at how affordable the monthly payments were. It’s always hard to guess how long it will take to look at – some cases are just simpler than others.
Alvin Johnson says
Hello to everyone., i will like to share a quick updates on my loans, so i had loans with quid quick, wonga, mr lender, payday uk, peachy, lending stream and uncle buck. i only found out about this website on 20/11/18. i copied and used the template for all the companies. within 1 week i got all my Dsar’s BACK (basically all my loan details ) i followed up again with the complaint email. to all of them. they all acknowledge that they have received and that they are doing investigation, quick quid later came back on the 3rd of December asking for my bank statements and payslip. i told them i have moved house and as such i don’t have them. i got an email yesterday giving me an offer just over 1k, i couldn’t believe my eyes, still waiting for reply from the others. i cant thank u guys here enough. i read the comments and it really helped me.
my only question now is will quickquid take off the negative note on my credit file?
Sara (Debt Camel) says
The offer from QQ – they would have said if they are going to remove a negative mark – you could go back and ask for that? Is 1k a good offer from them? How much interest dod you pay on QQ loans?
Alvin Johnson says
i had 4 loans in total and they upheld 2 of my claims reasons are
1. Repayment accounted for too much of monthly disposable income
2. Loan issued too quickly after customer showed difficulty to pay on previous loan
loans 1-400 and 585 interest and charges
loan 2- 200 and 427.74 interest and charges
cheryl says
yeah there is movement for sure
I got an offer from QQ today as well, £1500
Obviously i reckon i am due more than that but i am inclined to accept
They didnt mention removing the default from my report so i have asked for that
But chuffed
thanks a lot Sara and everyone
GM says
Alvin and Cheryl, how old were all your loans with QQ?
cheryl says
my loans were 2011-2015.
very similar reasons to Alvin’s given.
also quite a few loans not upheld but it is what it is i guess
Colin says
Hi Cheryl,
Can i ask did they just offer you the refund? They didn’t say to you some of the loans were over 6 years old?
I had about 22 loans with them 22 months running. They very quickly said no chance cos over 6 years old. I wrote back saying I only found out I could claim 26/10/10 cos of this site they replied straight away saying no chance, currently sitting with FOS. Just wanted to know what they said to you about the old loans?
cheryl says
@Collin yes they did refuse some of my older loans saying outside jusrisdiction which i guess meanw over 6 years old
alvin johnson says
let us know what they say about the default , because I have asked for same
cheryl says
To leave an update here.
yesterday quickquid paid the money they offered
i emailed today to say when will the default be removed and they said it will be in 45 days
i am chuffed. i have 9 loans i am chasing and i needed some positive news.
thanks to sara and everyone who shared/shares their stories!!
Louise says
Hi Sara
I’ve received the final decision from the ombudsman today. They are upholding the complaint on all loans, apart from the first 2 as I asked to exclude them, they were over 6 years old. Please could you advise what the next stages are please?
Thanks Again
Sara (Debt Camel) says
Great – a final decision from an Ombudsman is legally binding so QQ have to pay up. I’m afraid the timescale seems to be anywhere between 5 days and 28. You are normally asked for your bank details by your adjudicator.
Tracy Prior says
I have just spoken to the Financial Ombudsman Service regarding my Quick Quid complaint that is over 1 year old. He said that they are expecting an announcement next month. As the FOS and Quick Quid are getting close to making an agreement on the over 6 year loans.
He couldn’t tell me what the announcement would be or whether it would be in favour of the complainants or Quick Quid. I did ask if they needed anything from me regarding my case. He advised bank statements would help, but also suggested if i had to pay for the statements to wait for the announcement in case i am left out of pocket!
Not sure if i am reading too much into that last part but it has left me with a bit of a worry.
Sara (Debt Camel) says
I hope you are reading too much into it! I doubt he would have suggested bank statements if the announcement was going to be negative.
Davy says
Well after hearing all the horror stories about Quick Quid and their delaying tactics I must say I am in the opposite corner. Got a decision in my favour from the adjudicator on Wednesday. Thursday got an offer of £1184 from QQ which I accepted. Got an email from them at 4.20 this afternoon asking for my bank details and an hour later it was in my account. Fantastic and just what I needed at this time of year. So pleased and thanks to Sara for the guidence given on this site. Its been a long journey but with 2/2 success so far its been well worth it. Just waiting on my major one with Lending Stream now!!
mike says
Merry Christmas Sara
i found your page early November when i was quite frankly broke :-)
i sent off my letters.. received mostly rejections which i am forwarding to fos
But Quickquid did pay 1500 which is in the bank
first time i am going to be in the black over Christmas in a while :-)