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
steve w says
Hi All,
Thread has gone quiet I assume people have been busy over Christmas. I first complained to QQ 28 Nov, received the summary of all my loans back within the hour surprisingly, I then officially complained about the numerous loans from 2012-2018, total £4,027 of interest paid, many of the loans rolled over and often new loans issued within a few days of one being paid off. I received an email on Christmas day (I assume automated) saying my claim is still being investigated by QQ etc.. QQ have until 25 Jan to respond (end of 8 weeks) although there are some promising updates recently as above^^ I expect this will go for the long haul with FOC.
Sara (Debt Camel) says
At the moment QQ are rejecting all loans over 6 years and all from. 2015 onwards. The chance of you getting a half way reasonable offer is small. No point in trying to negotiate with them, send it straight to FOS at 8 weeks.
But I will be very happy to be proved wrong!
steve w says
Thanks Sally. I don’t really have much activity with QQ over 6 years old bar the first couple of small loans in 2012, however the post 2015 issue is going to be the main hold up for my claim. I am starting to gather bank statements and payslips in full anticipation of a rejection / daft offer. There are 18 loans from 2013 – March 2015 but the bulk of the borrowing in monetary value is post 2015. Will be referring to FOS straight away. Will report back, they have another 3 weeks anyway..
Thanks again for a most useful thread / site.
Sally says
Steve my loans were the same but I had loans before 2015. I wonder if they are considering flexi credit loans.
I have had some comments saying that these flexi credit loans were like credit cards?
Sara (Debt Camel) says
People have had good refunds for their flexi credit loans.
steve w says
I have never used flex credit but I do remember it being an option on their website. All my loans were standard short term loans. I should hear back in the next week or two before the 8 weeks is up then I can refer to FOS. I don’t imagine any offer or any reasonable offer will be made. Most of my loans are post 2015 but there were about 18 pre 2015, but no flex credit.
Whatever happens I am just pleased to no longer be using them, only 3 months then I am in the clear and almost £500 p/m better off. My dmp has been running since 2011. ‘It is also nice to stop receiving all the temping promotional offers from QQ on a daily basis, I will be including all these dozens of emails in my correspondence with FOS.
Yoav says
Does anyone have any experience with accepting an old offer from quickquid and withdrawing the complaint? Rather than wait for the 6 year issue to be resolved I’ve decided to accept an offer they made in October – there was a deadline on the offer (28 days) but the adjudicator is going to check if it’s still on the table. Do they generally withdraw offers once a complaint is made?
david dutton says
not sure if this is correct but i’m pretty sure once an offer is made their is no time limit on it and the FOs will hold QQ to it.
Sara (Debt Camel) says
The offers that get withdrawn tend to be rather vague goodwill offers. Ones where the lender has said it is refunding loans X and Y don’t usually get withdrawn.
Do you mind saying how many of the loans you had were over 6 years old and how many were under? Is QQ refunding all the ones under 6 years old?
What is happening about the older than 6 year cases:
From what I have heard about the test cases, the ombudsman has decided FOS has the right to look at these, some have now gone through an adjudicator decision which has ruled in favour of the customer, QQ has ignored these and the cases are now going to the Ombudsman. My guess is these will go through quite fast.
After that the decision is legally binding on QQ. QQ’s only further way to delay paying out involves them deciding to take the Ombudsman (not the customer) to court for a Judicial Review. That seems unlikely to suceed given the very careful way the ombudsman has handled these cases.
Yoav says
The total amount of all the interest paid was around £3k, and the offer was £1.3k + interest, so £1.8k. I have no idea how the interest is calculated, but I reckon the total complaint (if upheld) was worth around £4 / 4.5k.
It would be nice to get the full amount back but I could kinda do with the money now, and I never thought I’d get anything back so £1.8k is a massive bonus.
All the loans under 6 years are included in the offer.
Sara (Debt Camel) says
I appreciate the temptation! That isn’t a stupidly low amount. If it seems fair to you, that is what matters.
Louise says
Hi All
I received my final response from the ombudsman between Christmas and New Year, which I accepted. They’ve advised me that the case is now closed with them however if I don’t hear from QuickQuid within 8 weeks to get in touch with them again. Does anyone know how long it normally takes for QuickQuid to get in touch after the final response? What is the next stage?
Thanks Again!
Mrs B says
Okay my complaint is with the adjudicator.
They want more info- how do I respond so the decision is more favorable.
I had an indication from them that QQ should have done more.
Seems optimistic. I don’t want to mess things up.
Have people been successful with flexi credit loans?
I have definitely had multiple lenders at the same time.
Hopefully will reach a decision soon
Sara (Debt Camel) says
What info are you being asked for? Yes plenty of successes with flexi credit loans.
Chris says
Anyone heard anything on the over 6 years cases yet? Rang again today to no avail, just the usual waiting for the niche/small team to work through.
C says
C
Evening all,
Update on QQ
Adjudicator contacted me today about their decision for QQ.
The case was submitted to the FOS 01/03/18, so 10 months is about the time frame now by the looks of it.
I also agreed to the loans over 6 years being dismissed.
So the adjudicator has agreed that loans from March 2012 (with 6years) through to the last loan in December 2014 should all be repaid.
As none are over 6 years, and none are past 2015, I’m hoping for a quick agreement by QQ.
The good bit….. including interest but after tax, it’s about £13’000 refund due back
Very happy if it goes through.
😀😀😀😀😀😀😀😀😀😀😀
Sara (Debt Camel) says
wow… fingers crossed for you…
steve w says
Wow £10k+ of interest in under 3 years? You do realise it is the interest that gets refunded and not the actual loans? Just reading your message again as that seems a lot of interest to refund in just over 2.5 years. Good luck if so :-D
C says
Thanks Steve
Trust me, I’ve got the numbers right 🤓, I went through my statements and logged everything on a spreadsheet for the FOS.🧐
Became quite depressing but then therapeutic in the end.
I was borrowing £13/1400 at a time each month and the interest was £300+ per month (£25/£100 borrowed)
As I was paid 4 weekly this was 13 payments per year.
Other than January in 2012, I had loans right up to December 2014. So 1 month short of 3 years – 35 loans and payments.
The FOS has said all interest from 2012 to dec 2014 have to be repaid as the last loan was what made me late on credit card and other payday loans. Subsequently QQ wouldn’t lend to me again.
Will let you know how it goes👍
steve w says
Hi C, Ok good :)
Yes it is rather depressing when you sort the data on a spreadsheet but not so depressing if you get a result like that.
My Question is how long are banks taking to provide historic bank statements? I am now approaching week 8 so should hear back soon. Highly likely i’ll need to provide 6 years of statements to the FOC. I bank with Santander. Assuming this costs a couple of quid but I don’t mind that.
Sara (Debt Camel) says
I suggest you sort the bank statements now, don’t wait until you need them.
Claire says
Hello, if this helps… I’ve recently requested and received statements from a (closed) NatWest account for 2011-2014
C says
Hi Steve
My bank went back to 2011 and didn’t charge anything, as Sara says, get on to it now as each month delayed is another potentially lost.
I’ve been on this now for 12 months and I’m £23k up from 6 lenders already.
Got QQ, TMS and THl to go.
QQ were by far the largest.
All the best
C
Scott says
Anyone had any updates at all regarding QQ and 6 year loans ? I’ve had no update since July I have emailed the address given but no response (I’ve been with a adjudicator since November 2016)
Lisa says
Mines has been about the extact same time, latest response I had when I asked for an update was that it still hadn’t been decided if they could look at loans older than 6 years even though this was after the cases last September. It would be interesting to know how many complains are now 2x years old and over and still outstanding, I knew we were in for a long wait but this seems like it will never be resolved at this rate.
Scott says
Well from my last update while back now they said it would affect around 2000 people with loans over 6 years and then they would be working in date order when the complaint was made I was told I was one of the first so I’m guessing you would be too but how many that means as in the first lot of complaints is anyone’s guess
Doug says
Quick question – I have a longstanding DMP, and Quickquid are one of the creditors I have been repaying each month. As it stands I still have in the region of £100 to repay from a debt of over £1000. Will the complaint affect my DMP?
Sara (Debt Camel) says
No it shouldn’t affect your DMP. See https://debtcamel.co.uk/affordability-complaint-credit-record-faqs/
Lee says
Hi guys,
I sent over my request for QQ to review my files in December having read that they are supposed to now look at older files. Mine were from 208/2009 and I have all the original emails and loan numbers. Whilst they emailed the other day to say they are still working on it and I will hear within 8 weeks, are they likely to just come back and say they are too old and leave me having to go to the ombudsman?
Or is there a chance that they may offer to compensate?
Thank you
Lee
Sara (Debt Camel) says
I think there is almost no chance that they will make a reasonable offer – or indeed any offer – on those loans. I will be very happy to be proved wrong!
But I suggest you try to get your bank statements from that period as they will help when you send the complaint to the ombudsman.
Jan says
Hi
wondering if anyone could help with a QQ case please?
I had a response from the adjudicator setting that that QQ should refund me 8/10 loans, ( I had advised them to exclude anything over 6 years as I didn’t want to wait) This decision is worth around 4-4.5K in refunds.
However, QQ have come back and said they don’t agree with the flex loans post 2015 and have offered 1.8K total.
I have asked the adjudicator if I can accept this offer and still refer the flex loans to the ombudsman but no answer as yet. I was mainly wondering how long cases are being sat with the ombudsman for review (if they are not related to the 6 year rule) so that I can make an informed decision? Difficult as the claim is worth double but if it takes another year to go through then I’m wondering if its worth the wait when I wasn’t expecting too much back prior to starting the reclaim. Also, little concerned if it becomes another Wonga case and I lose the offer completely??
any help and input much appreciated
Thanks x
Sara (Debt Camel) says
It has been clear for a few months that QQ are now rejecting refunds on any loans after 2015. They didn’t used to take that approach. The Ombudsman is trying to resolve this as soon as possible – I would be very surprised if it isn’t resolved a lot quicker than a year – this is not a situation like the over 6 years where FOS is actually doing something unusual in deciding to look at the older cases. In general the wait for an Ombudsman is 2-4 months.
For what it’s worth, QuickQuid is a subsidiary of a large and very profitable American company – an entirely different position from Wonga.
Jan says
Thank you for your quick response- 2-4 months is definitely worth the wait given its been 12 months since I first started the reclaim. I’ll let you know if FOS confirm if the first part can be settled.
Thanks again!
Baz says
My adjudicator said before christmas that “it is likely to be a few months into the new year before this is resolved” with regards to post 2015 loans with quickquid. She also stated that when resolved quickquid can come back with points that they disagree with on these cases and that it is best for the fos to “solve one problem at a time”.
I also think it is better to settle in and be prepared for a long wait.
C says
As expected.
My adjudicator has come back to say that my case has been referred to the ombudsman now as QQ didn’t agree. Not a surprise as it stands at around £13-13.5k
I’ve agreed to no loans over 6 years and all loans were before 2015, so I’m not sure where the sticking point will be now. Not sure how long it takes for it to reach the ombudsman and a decision to be made but after waiting 12 months already, I’m happy to wait a little longer and let the interest build. More than what I’d get in a savings account anyway 😀.
Oh Quick Quid, thanks for paying a better interest rate than my isa interest rate (isa paid for by paydayuk refund) 😂
C
Claire says
Hi C
Thanks for the update on your Quickquid case. Helpful as mine’s nearly identical, though only submitted to FOS in October 2018, so I know I’m in for a long wait!
Payday UK refunded me all of the interest plus 8% without even having to take it to FOS – approx 4.5k!
C says
Well done on the 4.5k claire.
Such a great feeling to get that money back isn’t it.
I’ll keep you updated to let you know how it goes.
Cheers
C
Scarlet Siren says
Hello,
How long does it take for QQ to make contact to arrange payment? Also, how long to remove entries?
The adjudicator has determined that a settlement should be paid and negative entries be removed from my credit file. I will receive £200. I’m pleased with this but more relieved the entry will be removed from my file! I’m planning to buy a flat later this year.
Diane says
Hi, qq paid me out within 5 days, they got in touch same day and set up a DD to put the money inand removed from my credit file the same time
Scarlet Siren says
Thanks, Diane. I received the decision on Tuesday and I’m waiting on QQ getting in touch.
steve w says
Had my response from QQ today. It made interesting reading.
They offered me £116.10 for one loan refund in 2014 (my loans range from 2012-2018) and reason given is that the loan was higher than disposable income (total repayment of £585!) BUT there are other loans during 2013 and 2014 for higher values and my disposable income was the same throughout this time. So how can one loan be upheld and not 5 others for higher values? hmmm will be referred to FOS.
I did reply back and ask this question, got the virtual middle finger and told to go to FOS.
It just doesn’t add up. Now I need 6 years of bank statements ! (sigh)
Stacie says
Hi all,
I have an ongoing complaint regarding quick quid with the ombudsman. Quick quid rejected my initial complaint which is why it was escalated to the FOS in March/April 2018. The assigned adjudicator rules in my favour on two loans and said QQ should repay all interest on them plus the 8% I worked out roughly it Shou be around £1800. QQ have disagreed with their decision and it is now in the hands of the ombudsman. Does anyone know how long this takes and has anyone had anything similar? Is it likely that the ombudsman could come to a different decision?. Thanks
Sara (Debt Camel) says
When were your loans taken out? How many loans did you have?
Stacie says
Hi. There were 5 base loans and had flexi loans aswell so total 17. They were between 2012 and 2014. The two they have suggested the repay the interest are we’re both 2014.
Thanks
Sara (Debt Camel) says
Ok as your loans were between 2012 and 14 they aren’t in the biggest problem categories (over 6 years or after 2015). Time to an Ombudsman is typically 2-4 months. Let us know!
Stacie says
Thanks Sara.
Scott Bird says
Any news sara on the 6 year loans at all
Sara (Debt Camel) says
It’s a bit like the dog that didn’t bark at the moment, as Sherlock Holmes would say… it has now been quiet a long while and no sign of QQ going to court for a judicial review. Perhaps they have chickened out? But equally they are not paying out… This will get resolved, the Ombudsman will keep sending the FCA details of cases otherwise.
Paula says
Hi my QQ claim has been with adjudicator now 3 months and all 6 loans in 2013 to 15 bracket.
And no word on any decision yet. I had a 6 month wait before it went to adjudicator.
sarah says
Just had an update regarding my claim which has gone past adjudicator stage and passed over to an ombudsman:
Update on 28/01/2019 from Ombudsman
I’m emailing to update you on your complaint. Unfortunately, this has been placed on hold due to some outstanding issues with are currently having with CashEuroNetUK.
I’ve spoken to the ombudsman who was responsible for your complaint, and they’ve advised that, as we have a large amount of complaints with CashEuroNetUK, it could be some time before you do hear back from us.
I apologise for the time it’s taken for you to receive this update, and I thank you for your patience while we try to resolve this matter.
My Response 28/01/2019
Thank you for the update Daniel, although not very positive. May I ask what the issue is with CashEuroNet Uk please? Are all complaints regarding this company being shelved (i note you write ‘the Ombudsman who ‘was’ responsible for my compliant’) and is there a time limit on the complaints being resolved?
Response from Ombudsman 30/01/2019
We’ve had some trouble getting them to accept our approach in how we assess complaints. They’re raised a number of different issues in response to our assessments – so we think it’s best to deal with them organisationally to give them the best understanding of our general approach.
In regards to your complaint, I believe it was about the day your repayments were due, in comparison to when your income was due. On some occasions you had two repayments due in the same month.
I’m unable to say if all complaints are being put on hold, but am aware that there is a large number which are.
We normally aim to give a first answer within 90 days of having all the information we need to assess a complaint. As you’ve already had a first answer, and due to the complex nature of the issues we face with this business, we do need to take the time to ensure that our approach is consistent. We also need to ensure that the business does comply with our recommendations. This is something that we are still working on, and could take some time.
—————————————-
Think its best to forget about it for now and if a cheque turns up in the future – happy days!
Sara (Debt Camel) says
Thanks for the update.
” I believe it was about the day your repayments were due, in comparison to when your income was due. On some occasions you had two repayments due in the same month.”
Had your adjuidciator identified this as a reason your complaint was upheld? This is a new QQ problem to me
Ms B says
All my loans were before 2015.
Still waiting response from adjudicator since Nov 2018 sent all bank statements.
I’ve had refunds from MyJar and MrLender.
I find the adjudicators have been swift.
Thankfully I took Wonga’s offer before they went into administration.
QQ and Lending Stream are the final two…
Getting annoyed with waiting as it be 1 year in March since it’s been assigned to the adjudicator.
Any advice after it’s been assigned ?
Sara (Debt Camel) says
Have you asked the adjudicator what the particular hold up is?
David D says
my case has been on hold since Jan 2017, both loans with deferrals all prior to 2015… I’m afraid you are in for a long wait. keep the faith!
Ms B says
Absolutely appalling I would be chasing them up every week about it!!
It’s approaching a long time 😡😡
David D says
Nothing we can do I’m afraid, I believe I am one of many hundreds in the same boat if not more. It is QQ doing the holding up, not the FOS.
Worth pointing out I’m referring to loans that are over 6 years old by the way.
Ms B says
Sent some documents on the 10th Jan – apparently reviewing them still?
Can’t see why it had to take that long?
Annie says
Hi, does anyone have any updates as to what is happening with QQ claims that have been through the adjudicator stage and waiting for ombudsman decisions? I’ve been waiting since July 2018 for an ombudsman as QQ are disputing loans after 2015, are these case all still on hold. It all getting a bit frustrating now!
Mike says
From what i believe they are still arguing the toss. I share your frustration. Although looking at the decisions on the FO page, they still are awarding against QQ for loans after 2015, which is confusing to say the least.
CarrieN says
Hi
I’ve had a final response from QQ stating that they won’t look at my loans over six years old. However they have made an offer on loans younger than six years old. If I accept this can I still go to the ombudsman about the older loans?
Sara (Debt Camel) says
No QQ won’t let you “split your case” and accept a settlement on one part and go FOS with the rest.
How many loans did you have over 6 years old? How many under 6 years? And how many have they offered a refund on?
CarrieN says
Hi Sara
They have offered a refund on 3 loans under six years but won’t consider the other 7 loans that are over six years.
It’s a really good offer but I wasn’t sure how much the others are as they’ve not sent me the statements. Just wasn’t sure if I could do that?
Sara (Debt Camel) says
tell QQ you want to consider their offer but require the details of the intere4st you paid on the loans over 6 years in order to do so.
Mike says
Hi Sara and everyone,
Got an email today from the FOS with regards to my complaint against over 6 year loans with QQ.It has been on hold since 2017….finally moving.
Basically it is a summary of my complaint and why they think they can look at it.
They have asked QQ to reply by 22/2/19 and advised them if they don’t it will be referred to the ombudsman. Asked them to provide any additional info they have not already provided. The adjudicater says it has reviewed my complaint and the fact they are asking for any additional info as to why they did lend responsibily maybe is positive.( hopefully)
Will keep you informed after 22/2/19.
At last …..
Jacob says
Hi Mike thanks for the update that sounds really promising! Could I ask if your case was passed to the jurisdiction team back in 2017? Mine was in August 2017 but the only update I’ve had is that they are still discussing tge 6+ year rule with QQ. Would you be able to keep us updated on your progress? Best of luck with your complaint.
Mike says
Hi
I know I was given the choice to give up or wait(put on hold) whilst they continue talks with QQ for over 6 year loan complaints.
I asked a few time for an update and told similar to you that they are still in talks to try to resolve the issue and how they move forward.
Basically the adjudicater says she has reviewed my case and says she feels she can now look at my loans …putting the ball back in QQ court to deal with themselves as she thinks there is a case to look at. But it is QQ and guess they will probably refuse and will go in the que for the big cheese!! Hopefully not…( my case went on hold about the same time as yours ) so hopefully you will also have some news very soon.
Will keep you updated
Jacob says
Thanks for the update. Fingers crossed they play ball or that FOS force their hand with final decisions. I’ll post any updates here as and when I have any.
Mike says
Hi Jacob/Sara/everyone
The QQ saga continues having posted earlier was waiting on over 6 yr loans to be looked at. (Waiting since 2017)Got email early Feb from adjudicater saying how they think they can now look at the loans and asking QQ to look at them again. They did not respond to her deadline and she contacted me 27/2 to tell me this but she was not too concerned. Today got an email from FOS it was an introduction from a different adjudicater saying that he was now going to be looking at my complaint. He said he had everything he needed and was now going to start his assessment of the complaint. Great news I thought but a little confused as the other adjudicater said she would be in touch when she heard any news. Anyway emailed him back just to understand what was happening and if they had heard from QQ …waiting on his reply. You wait years for an adjudicater and you get 2 within a month !!! Will keep you updated when he gets back to me. Fingers crossed !!
Sara (Debt Camel) says
I think the first adjudicator would just have been looking at the jurisdiction issue, not looking at your actual case. Anyway, let’s hope it goes smoothly from here on!
Fraggles says
Can anyone help me make sense of the this please?
I received a letter for the FOS advising that QQ & PTP put things right by:
• refund the interest and charges Miss C paid towards her loans with Quick Quid as the result of the top-up being applied
• refund the interest and charges Miss C paid towards her second loan with Pounds to Pocket after the final top-up was applied
• apply 8% simple interest to the total refund amount *
• remove any negative information relating to these loans from her credit file
My loans details were:
1) loan 1: 19 February 2013 – a £1,500 loan with Pounds to Pocket
2) loan 2: 6 May 2013 – a £1,150 with Pounds to Pocket
3) top-up loan 1: 25 May 2013 for £90
4) loan 3: 25 May 2013 – a £250 loan with Quick Quid
5) top-up loan 3: 19 June 2013 for £150
6) top-up loan 2: 18 July 2013 for £125
Sara (Debt Camel) says
Hi – I have added numbers to the loans and top-ups to make it easier to talk about them and I have (I think) put them in date order. Can you check this all looks right?
It looks as though you are being offered a refund on (5) and (6). Is this an adjudicator decision or from an Ombudsman?
Fraggles says
Thanks Sara,
Its from the adjudicator.
Fraggles says
I have responded to the adjudicator as they state that loan 2 & 3 were OK as I wasnt commited to any ither short term lenders. This is incorrect and I have sent proof of commitments to wonga and lending stream.
Im not sure if it would make a different but I can hope!
How do the refund calculations work on top up loans. Im not sure what a goid offer would look like here.
Sara (Debt Camel) says
Yes I agree it is worth challenging to get 2 and 3 included.
For the top up loans, you would get back the extra interest you paid over and above what you would have paid on the original loan.
Sara (Debt Camel) says
An update on the QQ over 6 year loans issue. I had been waiting for something more concrete to report, but as it seems to be going slowly, here is my summary of where these complaints are.
Some background:
In September FOS issued two important decisions on the over 6 year issue – both deciding that it could look at the older loans, see https://debtcamel.co.uk/fos-time-limits-payday-loan-refunds/ . These were published in the technical section of its website so FOS sees them as generally applicable. The FCA followed this up in October with a Dear CEO letter reminding firms that they should learn from FOS decisions and specifically mentioning the new cases added to the technical section.
Since then:
– the very small number of test cases have been going through adjudicator decisions and on to the Ombudsman.
– one reader has had a payout from QQ for loans over 6 years – the reader actually accepted an offer from QQ of slightly less than what would have been the amount the adjudicator said. As a result this never went to a final ombudsman decision and so won’t be published.
– I haven’t heard if there are any cases which have had a final ombudsman decision.
– QQ so far hasn’t decided to challenge the 6 year decision in court.
– I haven’t spotted any sign from readers of QQ adopting the ombudsman approach in new cases OR of reviewing the cases already with FOS. Despite the FCA specifically referring lenders to the jurisdiction approach in their “Dear CEO” letter.
– is this an impasse? I hope there is a lot going on behind the scenes at the FCA or FOS or both.
Mike says
Update on QQ complaint and as you guessed Sara 2 adjudicaters in one week explained. Today received this email.
Dear Mr Foster
From reviewing your case I can see Sonia made an assessment on the objections that Quick Quid had raised against us investigating certain loans that were issued to you more than 6 years ago. Quick Quid responded on 1 March to say that they agreed with Sonia’s assessment and have dropped their objections. This means that an assessment can now be made on all of your loans – which is why your case was transferred to me.
I hope to get an answer out to you soon, but in the meantime if you have any further questions please do get in touch.
Mike says
Hi Sara
I don’t know if you read the post I put on in response to Jacob. I received an email from FOS adjudicater saying after accessing my complaint sent her response to QQ saying how she feels they can look at my loans and given them until 22/2 to respond and to look at my complaint or send any additional information to support that they lent responsibly. If they could not respond by the date let her know and then if they didn’t agree with her opinion they have the right for the ombudsman to review it instead. I am not sure if others in the same boat have had the same yet. I saw it as potentially some progress ….and will know more after the 22/2.
Cheers mike
Sara (Debt Camel) says
Yes I saw that. It is FOS starting to take some cases through, first looking at whether they can look at the older loans in your case, then when that is decided they will look at your unaffordable lending complaint.
The implication of the FOS decisions and September and the FCA’s letter in October seem to me to be that lenders (I am looking at you QQ) should not obstruct every step of the way on every case. So it would be good if this first step of looking in detail at each case to see if FOS can look at the older loans can just be skipped. That will really speed things up.
Mike says
Hi just wanted to give a quick update
Adjudicater gave QQ until 22/2 to reply to her email.I emailed to see if they had responded and got this today.
Dear Mr Foster
Thanks for your email.
At present I am still awaiting the response, I’m aware there may be some delay so am not overly concerned at this point. Once I know more, I’ll let you know.
Guess it’s no real surprise!!!
Mike says
Email received today from new adjudicator who I emailed to ask how come 2 adjudicators in a week??
Dear Mr Foster
From reviewing your case I can see Sonia made an assessment on the objections that Quick Quid had raised against us investigating certain loans that were issued to you more than 6 years ago. Quick Quid responded on 1 March to say that they agreed with Sonia’s assessment and have dropped their objections. This means that an assessment can now be made on all of your loans – which is why your case was transferred to me.
I hope to get an answer out to you soon, but in the meantime if you have any further questions please do get in touch.
———————————
Fingers crossed and hope for all you waiting in line…
Victoria holmes says
Update: I’ve had two ongoing claims since August 2016 with wonga and QQ, both with loans over 6 years. The wonga one got a final decision the week it went into administration so not holding out much hope I’ll ever see any money from that claim. At Christmas I had still heard nothing with regards to my QQ claim since Christmas 2016 and so I had to complain about the ombudsman who agreed they had mishandled my case and had failed to update me throughout that time. They awarded me £300 compensation as way of an apology. Last week the ombudsman agreed to include the loans over 6 years, yesterday they issued me with an offer and today QQ paid out which was strange as I had heard QQ usually drag their feet. It’s been a long long process but keep with it! I just want to say thanks to Sara who has been fantastic throughout.
Sara (Debt Camel) says
Excellent! I remember your Wonga case but not that you also had a QQ one.
So did you get an adjudicator decision on QQ and QQ then made you an offer? Was that what the adjudicator had said, or did they offer you any less?
Or did you get a Final Decision from an Ombudsman?
Victoria holmes says
It was the adjudicator, the final offer was what I was expecting so I accepted (she recommended loan 4 to 10 and they agreed) literally 24 hours later it’s in my bank. I think they rushed it through as I had complained about the ombudsman.
Sara (Debt Camel) says
Was 8% interest added?
Victoria says
Yes they added 8%
Sara (Debt Camel) says
Good to hear! you must be so pleased to have had one of these complaints properly settled.
Ms B says
Oo Victoria did the business take long to process the amount?
Adjudicator decision is being put forward to the business. I hope they don’t start making this difficult
Craig Wallace says
Pounds to Pocket have now merged and trading as On Stride Financial … Will this affect claims currently being looked at by ombudsman
Sara (Debt Camel) says
I don’t think so. The legal entity that owns the PTP brand is still CashEuroNet LLC, no change.
MM194 says
Hi Sara, first of all – massive thanks for your help so far. I followed your advice above and sent off the template in step 1 – that was 3 weeks ago. Yesterday Quickquid sent me a final offer of £405 as below. I didn’t even need to do step2. I only had 2 loans from them. They have upheld the affordability complaint for the first loan, but not the second. They haven’t given a reason for not upholding the second one though. The questions I have really is do you think this is a reasonable offer? I’m inclined to take it anyway as I no longer have the bank account that I was using at the time, or any payslips etc, so not sure what additional evidence I would be able to provide to FOS. This is what Quickquid sent;
Interest and fees eligible for refund: £ 302
● plus 8% statutory interest £ 129.66
● less 20% withholding £ 25.93
● Total Owed to you £ 405.73
This loan had 2 extensions. The second loan was for the same amount, with only one extension and a little more interest paid as took longer to pay back.
Thank you for your help.
Sara (Debt Camel) says
That looks from the amount of the 8% interest as though it was about 4-5 years ago? It should be easy to get bank statements from that time even from a closed account if you need to. You can forget about payslips, the Ombudsman never asks for them.
But if you only had 2 loans and you have been given a refund on 1 of them, do you think this is a reasonable offer overall? Often someone won’t get a refund on all their loans, though as QQ have offered to refund the first, then you have a better chance than most. It’s quite a personal decision if you think this is a reasonable offer or if you would rather send it to FOS and hope you will get more – though that could be 6+ month probably.
MM194 says
Hi Sara,
Just an update – called up today to accept the offer and the money went into my bank account within a couple of hours. So all in all, took only a little over 3 weeks from making the initial complaint to receiving the refund. I’m really happy with the outcome, so thanks for all your help and information!
Mike says
Hi
So back in September QQ offered nearly 4k, but by my workings it should be 6k. It went to the Ombudsman and is still waiting to be picked up due to there being loans post 2015. Circumstances have changed so i have gone back to the adjudicator to ask if i can take the original offer as i can’t wait any longer. Is this something likely to happen, and if so do you think the 28 day payment period etc. will still apply.
Thanks
Sara (Debt Camel) says
I would be surprised if QQ withdraw their offer – the Ombudsman would take a very dim view of that and would probably speed your complaint through if they tried. Yes the 28 day period would still apply in theory, though QQ normally pay out faster than that.
Mike says
Many thanks for the reply and information.
Do I go through the FO or contact QQ directly?
Sara (Debt Camel) says
I suggest talking to QQ.
MRS W says
Hello, I just want to check the timescale of being allocated an adjudicator.
I made a complaint to QQ at the start of October 2018. I received an appalling offer so I sent it to FOS in early November 2018. I sent all my extra info including bank statements, loan details etc to the FOS shortly after they acknowledged my complaint. I have emailed FOS once a month since to ask for any updates but keep getting a reply saying “we are still waiting for you to be allocated an adjudicator”. It feels like it’s taking ages just for someone to look at the case. Is this the normal time scale to be waiting for an adjudicator.
Thanks in advance.
Sara (Debt Camel) says
yes, sorry, this is pretty normal. 6 months is about average at the moment it seems.
Stacie says
I first contacted FOS in Feb/ March 18. I didn’t get the adjudicator decision until January of this year. QQ disagreed with their findings so it is waiting for an ombudsman decision with no timescale as to when it could be. I think it’s just the volume of cases they have at the moment. I’ve resigned myself to the fact that I could be in for a long wait for it to be finalised.
MRS W says
Thanks for the heads up ☺️ I guess we just have to play the long long waiting game. 😞
Ms B says
I was waiting nearly 7 months till adjudicator got assigned. I would send a text to FOS and get them to email back with your reference number.
Whenever I email it takes ages. Likelihood of you being in favour is very high.
Hope it helps
James R says
My QQ compliant has been lodged since Feb 2018 still no adjudicator allocated to my case. I am chasing 26 loans between 2008 – 2012!!
Alfie says
I complained to the fos in dec 2017, I received a letter in sep 2018 to say that they are taking longer to look into cases for loans over 6years.i emailed the fos last week but have had no response. Has anyone been experiencing the same?
Tracy P says
That’s the exact same time scale as me.
I phoned FOS in December 18 about my complaint and they hinted an announcement was due in the next month. I assume this was the open letter from FOS to lenders. It looks like this has fallen on deaf ears though (in QQ case anyway). Doesn’t look like any further movement at the moment
Alfie says
I have just spoken to fos, they have said it is with the jurisdiction team, as QQ has objected to a lot of the loans. Not quite sure what that means? But I am guessing because they are over 6 years going back to 2010
Ms B says
Sally thanks for the help on this website. I can only ask maybe you add a forum so other users can post experiences.
From your website it has helped me obtain my fair worth of refunds.
Update
QQ since May 2018 submitted to FOS- adjudicator in favour of all loans to be refunded bar first one.
Flexi credit was part of the deal.
MrL since Sept 2018 – offer given
MyJar since Sept 2018 -offer given
Any experience on how long QQ take to pay out. Adjudicator have written to the business. Tomorrow is their deadline.
Sara (Debt Camel) says
I’m not going to set up a forum. Sorry, but either it would get deluged with spam or I would have to spend a lot of my time moderating it. People would have to set up signons, then they forget their passwords. Way too much work for me.
Scott says
So who else is waiting on tomorrow’s deadline for quick Quid been a long time for me first went to FOS November 2016 adjudicator has agreed with my complaint and told QQ they believe they can look at all loans waiting there decision tomorrow! Let’s hope for good news I’ll let you all know they first agreed on 2 loans after the six year limit and another 8 was after 6 years I’ve no idea of what kind of money but each loan was around £800 and rolled over and over for nearly two years !
Baz says
What is tomorrows deadline? If there is one thing i have learned in this process it is that deadlines dont matter to majority of these companies.
Scott says
Very true ! It’s the time limit the FOS gave QQ to reply to the decision I believe quite a few had 20th and 21st for them to reply I’m not holding much hope thoug as you say they seem to think they have a rule of their own
Ms B says
I am.
I”m happy with what the adjudicator has offered. Waiting for QQ to accept
Scott says
I got my date wrong lol it’s tomorrow they have to reply by I don’t know how it works though adjudicator has said they are able to look at all the loans and waiting to see if QQ agree or go to ombudsman I hope they agree or so they now make an offer ?
Baz says
Are any of your loans from after 2015? If so you are in for a wait i believe. I have been waiting since november and fos have said it will be a few months into the new year before this is sorted with qq.
Scott says
No all before 2015 I’ve been with an ajudicator now since October 2016
After yesterday someone posted QQ didn’t even reply to the adjudicator so I’m not holding much hope they will even reply now we will see
Ms B says
Scott did you hear anything yet ?
Mike says
The adjudicater who picked up my case told QQ to respond by Friday 22nd, but heard nothing from the FOS yesterday to say if they had or not. Will let you all know if I get any news next week
Scott says
Absolutely nothing I emailed my adjudicator also and got no reply disappointed ☹️ if I hear anything Monday I’ll
Be sure to let you know
Ms B says
Thoughts on QQ actually disputing this? What exactly is there to dispute though? I heard that only 10% go to ombudsman- but these cases were taken out in 2014 and settled in 2015. I hope FOS start cracking on as I will send this to ombudsman if they dont reply on 28 Feb
Myles says
Any idea how long it takes for the financial ombudsman to acknowledge that they’ve received your bank statements? I sent mine in two weeks ago and haven’t had a reply.
Ms B says
Does Quid Quid normally accept the adjudicator’s response?
They haven’t replied to the adjudicator yet! Apparently the adjudicator gives them another 1 week before it goes to Ombudsman.
Actually annoying now.
Scott says
That’s not good news looks like it’s going to take some time again really getting fed up with it all
ms b says
Mine are all before 2015
Mrs and Mrs C says
Our QQ complaint has been with the FO since June 2018. We had 22 loans from 2011-2013 and paid over 6.5k interest. QQ originally offered £800.00 so we sent to FO, and still waiting someone to look at the case. The latest email from FO has this in “The Business has raised a time bar objection into us looking into the complaint. The Business has explained that your complaint was raised outside of the time limit set out by the Financial Regulator” Does this mean we will end up with nothing as we have been too late? We applied in March 2018 as soon as we discovered that we could apply, (why would anyone would wait?)
Sara (Debt Camel) says
You will never get less than the £800 that QQ has already offered.
FOS will look at any loan taken out from June 2012 – 6 years before you sent the case to them.
FOS thinks it should be able to look at older loans. Your complaint is now with a team at FOS that looks at “jurisdiction” issues. When FOS decide they can look at the older loans, your complaint will then be looked at in detail.
FOS are hoping that QQ will review the cases currently awaiting a jurisdiction decision and agree FOS can look at them without the FOS jurisdiction team having to look at each case individually.
Many people have been waiting a long while, but things may start to move much more quickly if QQ reviews these cases. I am optimistic but I have been wrong in the past!
Ms B says
Does anyone know if QQ would be likely to accept this offer?
loan one for £100 excluding interest taken out on 7 July 2012. The loan was topped up with £200 on 1 August 2012 and rolled over at least four times and paid off on 31 March 2013.
loan two for £300 excluding interest taken out on 5 March 2013. The loan was topped up with £450 on 12 April 2013. The loan was rolled over at least twice and it appears Ms B entered an informal payment plan. The balance was settled on 27 December 2013.
loan three was a flex credit ‘open ended facility’ with a credit limit of £1300 opened on 26 March 2014. There were 18 credit advances and the loan was settled in full on 23 October 2015.
Adjudicators Decision
– Refund all interest and charges that Ms B paid on loan two top up one and the flex credit loan;
– Pay interest of 8% simple a year on all refunds from the date of payment to the date of settlement*;
– Remove any negative information about loan two top up one from MsB credit file
– Remove any entries about loan three, the flex credit loan, from Ms B credit file
Any advice would be great !
Scott says
Any updates ? I’ve still not heard from adjudicator so I have no idea what’s happening with mine
Ms B says
Nothing yet Scott.
I’m going to chase 28th Feb if no reply it’s going to ombudsman.
Then I will put a court fee in and get this paid out.
Sara (Debt Camel) says
What court fee? There is no sign that QQ aren’t paying out Ombudsman decisions. In fact they usually pay pretty promptly.
Ms B says
Not yet I will chase
Paula says
Nothing for me . With adj since Oct 18 and all loans within the time they want but not a peep
Ms B says
I don’t understand why we have to wait for QQ’s appalling processes.
Going to chase
Donna says
I’ve had this today .. anyone had similar? Am I about to lose ? I sent CashEuroNet my view of your complaint on 18 February 2019.
an ombudsman will review your complaint
Because CashEuroNet did not agree, an ombudsman will review your complaint and make a final decision. If the ombudsman’s conclusions are different to mine, they will explain why and let you reply before they give you their decision.
We should already have all the information the ombudsman needs to reach a decision. But if we need anything more from you, we will let you know.
what you need to do now
If you have any further points or information you want the ombudsman to consider, please send these to me by 12 March 2019.
If you need more time to reply, please let me know before this date. If I do not hear from you, I will assume you do not want to add anything.
Sara (Debt Camel) says
In most cases the Ombudsman agrees with the adjudicator! Were you happy with the adjudicator decision?
Jim says
I have a question and would appreciate any advice.
From 2010 – 2015 I took out over 50-60 loans from QQ with many rolling month after month. In the end I gave up and stopped paying it all together. I left them in 2015 and never repaid about £2000, I just couldn’t do it, they just practically destroyed me financially and the stress was unbearable.
Does anyone think I would be entitled to compensation even though in theory I still owe them money? I can no longer log in etc, so I cannot prove, however I do have loads of emails from them confirming my loans etc.
Thank you everyone – nice to read that people are slowly winning :)
Sara (Debt Camel) says
That sounds like a very strong case. The £2000 owing – probably quite a bit of that would be interest so if these loans are included in the refund (and the last loans almost always are!) that interest would be deducted. That would leave some balance that you owe, let’s say £1200 (I am not guessing how much it would be, I just want any number to use here). You would also get a refund for the interest paid on some – probably most! – of the previous loans you had and 8% interest per year would be added to that refund. If that was £4000 (another invented figure) you would then receive 4000 less the balance owed of 1200.
You can only lose here if the refund isn’t big enough to cover the balance owed after that has had interest removed. On such a huge amount of borrowing, that isn’t likely.
And anyway, you may still be chased for the money owing as your debt may be sold to a debt collector. In that case you will wish you had made an affordabilty complaint to get this all resolved.
So I suggest you get your complaint in now, see https://debtcamel.co.uk/payday-loan-refunds/ for template letters. It will be slow to resolve and may need to go to the ombudsman as you have loans over 6 years old.
Jim says
Thank you Sara, really good advice.
Do you think if I start to open that can of worms with them that they would start chasing me again for the money I owe them though? I just cannot justify paying them as I gave them over £9000 in interest alone over a period of about 5 years…..
Sara (Debt Camel) says
Once you start a complaint, they can’t actively chase you – just say you will set up a payment arrangement after your complaint has been resolved, by the Financial Ombudsman if necessary.
Normally I think it’s a good idea to set up a payment arrangement, but where you have such a very large claim and you haven’t been paying anything for years, you shouldn’t have to.
It is possible that when you put in a complaint you may be informed that your debts have already been sold to a debt collector, they just haven’t got round to telling you. This isn’t a problem but you MUST tell the debt collector that you are disputing the debt with QQ and ask them not to start any enforcement action.
If you paid them over 9k in interest, it is possible you could get over 10k back, even after settling the outstanding loan. And it would seem likely that you could get over 5k back.
Declan says
Hi,
Just wondering if anyone has recently had a refund from the Ombudsman lately and could give me a rough timescale? I sent my complaint to the FOS in July 2018, received an adjudicator decision a few months later however Quickquid rejected this in December 2018. My complaint was then passed to an ombudsman and currently waiting on a response. It’s been around 11 weeks.
I have no complaints older than 6 years and all before 2015.
Thanks
Ms B says
This gives me so little hope. That’s is a long time and I don’t know why it’s taking so long.
Waiting for QQ to accept the ombudsman’s decision.
Ms B says
Have you heard anything yet Declan?
CarrieN says
Hi everyone
Has anyone had any luck yet from the fos about loans over 6 years old?
Sara (Debt Camel) says
I think a couple of the test cases have been paid by QQ. The dog that didn’t bark is there is so far no sign of QQ going to court to challenge FOS over its decision. In the end if QQ don’t do this, they have to start paying out – and that means reviewing many of the cases that have been held up. I know there is little visible progress but I am feeling optimistic that this is going to change.
Kerry says
Nope, still waiting. Submitted my complaint to the FOS in October 2017. I messaged them last week, and it’s still waiting to be allocated to an investigator.
Kerry says
Nope, still waiting. Submitted my complaint to the FOS in October 2017. I messaged them last week, and it’s still waiting to be allocated to an investigator.
Ms B says
Scott and some of the others that have had been waiting for QQ to accept adjudicator’s decisions…
Adjudicator has emailed back saying the QQ do not accept and adjudicator will respond to email —> then it will go to Ombudsman if they do not agree.
loans are all after 2012 and before 2015
Just an FYI.
If anyone has any other information how long it takes Ombudsman takes to even look at these cases? I suspect there will be a short term lending ombudsman.
Although I feel the adjudicator and ombudsman will agree … bit worried about the outcome. I’ve done all I can.
Scott says
Hi ms B still no reply but if I’m honest I do expect them to not agree with the adjudicator decision,way I look at it is there is probably 1k plus all waiting a decision.from a business point of view if they can delay even though they know the ombudsman will uphold the decision then they will I believe Sara has said before I don’t think the ombudsman disagrees with the adjudicator but at least we are moving in the right direction now
Ms B says
Keep in touch on the site Scott will let you know how things progress ASAP.
Scott says
Will do and good luck
CarrieN says
Hi everyone
Was just wondering if anyone had any updates on loans older than 6 years. I had 44 loans with QQ that are older than 6 years. It’s currently awaiting for allocation to an adjudicator. I’ve calculated my interest on them and it comes to an amazing amount. Can’t believe I actually spent that much on loans. I understand that QQ may object to the older loans being looked at but hopefully it won’t have to go this way. Thanks in advance.
Sara (Debt Camel) says
I understand QQ have now paid out on a couple. My guess is the Ombudsman is asking them to look again at a lot – as the FCA says they should – as it will speed things up.
CarrieN says
Ok will wait and see trying to be patient lol thanks Sara
Paul says
Hi Sara,
I received confirmation from FOS yesterday that QQ have agreed with there proposal that I should be refunded £1600 inclusive of interest. They had initially offered me £56 so I am delighted. Thank you for your help. Also any idea on how long payment is processed?
Ms B says
How long were you waiting from the adjudicator?
Thanks
Maria d says
Following rejection of my complaint I referred to FOS as advised by Sara end if October 2018. She did warn it would be a long process.
I only just sent copies of bank statements to FOS last week, and received this today.
‘We are still looking into the jurisdiction objection put forward by the business as some of your loans were taken more than six years ago. Once this has been done, the case will be passed on to an adjudicator and they will contact you to let you know they’ll be looking into the complaint and if they need anything from you.
I’m sorry for the time it’s taking us to look into your complaint. This is due to the volume of cases we’re dealing with at the moment. Because of this, I won’t be able to tell you how long it will take before your complaint is looked at by one of our adjudicators.’
It’s going to be a waiting game by look of it, but still worth fighting for.
I
Scott says
I heard from my adjudicator today on six year loans QQ have asked for more time to consider what fos has said.tgey are now looking if this is a reasonable request and will
Let me know once they decide or hear back from QQ looks like a waiting game now
Ms B says
Scott and other people:
So my complaint is going to the Ombudsman – anyone else got anything from the ombudsman?
I think it’s going to be a waiting game.
I doubt the ombudsman will disagree with the adjudicator.
Any other updates Scott? Good luck buddy hang in there.
Scott says
Yes posted earlier QQ have asked that they have more time to consider the adjudicator decision FOS reply was she is considering if it is a reasonable request and will let me know if they hear from them or they decide it’s reasonable that they have more time considering they have had this for probably 2 years I suggested they have had enough time to consider I’ve heard nothing back
Ross says
Fear not I was in your position last Wednesday. They have since responded and the case has progressed to the decision on the questioned loans within a week.
Scott says
That’s encouraging news mate I hope it comes to a end soon for us all dragging on now
Ross says
I am prepared for mine going to an Ombudsman as the claim amounts to £11719 once the 8% is added so I’m sure they won’t agree that without a fight.
Ms B says
Hi Ross was this from the ombudsman?
Mine is taking ages and I want my payout like the adjudicator advised!!
Ross says
Just to add some information I put my claim in in Aug 2017. It has been stuck in the jurisdiction issue since then. 3 weeks ago my adjudicator sent QQ their opinion on the 6 year rule and gave them 2 weeks to respond. 3 days after the deadline they had responded requesting a further 2 weeks brining the date to 14/3. Yesterday I received a copy of a letter setting out the FOS view on all of my loans (including the 6 year ones) I can only assume that QQ accepted my 6 year loans in the last week and the case is progressing . I will provide updates as they come but don’t loose faith i sense there may be movement soon. Good luck on your cases.
R says
Hi,
I’m just wondering if anyone has any idea how long cases are typically taking to process if you agree not to include loans which are more than 6 years old? I sent a complaint for 8 loans in total and recieved a response from the adjudicator in October asking if I would be happy to just proceed with a case for 6, excluding loans older than 6 years old. I agreed to this as it was only two years but haven’t heard anything since.
Thanks in advance for any help! :)
Sara (Debt Camel) says
About 6 months – so hopefully your complaint should be picked up soon.
Ross says
The decisions have all been at adjudicator level of the FOS. I think my final decision will come from an ombudsman in the spitit of QQ being awkward. Their original offer was £3500 so there is a significant difference in the figures.
Ms B says
Is your case with the ombudsman or the adjudicator ?
Thanks
Ross says
My case is still with an Adjudicator. They sent their view on the loans earlier this week with a date to respond of 21/4
Ms B says
Gosh how long is this going to take ? Fed up with QQ why are they dragging this out?
Ross says
The FOS contacted me today . The deadline was 19/3 but Casheuronet (QQ/P2P) have come back and advised they do not agree with the Ombudsman. They now have until 22/3 to submit further arguments at which point an Ombudsman will rule. I expected this as the redress is £11700. I have asked what further argument they have bought and will update on any progress . The case has been agreed for loans over 6 years so will be interesting to see what the current objection is . The adjudicator decision was to not refund the first 8 loans as there were 4 loans , a year break then a long string of 35 further loans. I was inclined to agree but will add a note to the ombudsman about other constant lending during that year. It its going to be looked at it can’t cause any harm. I don’t foresee the ombudsman offering less than the adjudicator sugested.
Ms B says
Hi Ross,
I’ve escalated mine to the Ombudsman. It has been with the adjudicator since Dec 2018 so I am now trying to hopefully get this sorted soon! My interest was roughly about 4.3 K so I’m not sure how much the 8% interest will be I’m guessing since all of mine are about 4/5 years ago it’ll amount to a fair bit. My adjudicator said all of it needs to be refunded apart from the first two.
Ombudsman decision is still what I’m waiting on and it’s frustrating. It’s going to be a 1 year since I last complained
paula says
Hi Got my offer from QQ through my adjudicator yesterday £2900 thats £1000 more than i was thinking i would get so im chuffed.
I got email last Friday from adjudicator saying they agreed that i was mis lent the loans and had until 14 March to reply with offer so was surprised to get a offer soon. Now ill need to wait for them to put into my bank as they asked for bank account but said could be 4 weeks.
So 9 months on and finally there so hold on guys you will get there
Sara (Debt Camel) says
Good news – let’s hope QQ are speeding up on a lot of complaints.
Steve says
Hi Paula quick question were all the loans less them 6years old and before 2015?
Cheers Steve
Paula says
Yes they were.
Myles says
Paula, when was your case assigned to an adjudicator just out of interest?
Lucia Cook says
Hi All, Same old question I’m afraid. How is everyone getting on with QQ and over 6 year loans? I know a few seem to have gone through and been upheld with QQ refunding. But the FOS give me the same update each time – that they cant tell me when my case will be looked at etc. I submitted my complaint over 2 years ago (march 2017), on the very same day I read an article on Debt Camel. Getting more than a little fed up.
daveyd says
Im in same boat, sent May 2017
Pete Harris says
Hi Sara,
All my Quickquid loans were before 2015, my complaint has been with the FOS since August 2018, and last week I had the following reply from them after chasing up again.
“Dear Mr Harris
Still no update as of yet. We are currently looking into an issue with Casheuronet loans which effects your complaint along with several other, it’s something which is being discussed at a higher level between us and them. Sorry for the delay but once we do have an update we will be in touch.
Thank you for your patience.”
Sara (Debt Camel) says
Assuming you didn’t have loans over 6 years…
Do you have a very large number of loans from them?
Do you have some 3 month loans where you only made a small payment for the first 2 months then repaid all the capital in the third months?
Those are the only two other big QQ issues that i am aware of.
John says
Having had my complaint with quick quid at the pending ombudsman final decision for thre months.The problem is or could be technical in the sense if an original loan was added to or extended more than three times that is apparently illegal and breaks an ethical code .Quick quid like it continually has done fights it all the way .Apparently this affects hundreds of awaiting judgments.This potentially could cost quick quid an awful lot.If it goes against them all loans with this would automatically be unaffordable .This was relaid to me by my very helpful and apologetic adjudicator.
paula says
Any idea how long QQ take to put the refund into account after its been accepted and they have bank details etc.
Ms B says
Hi Paula – was it an adjudicator decision or an ombudsman decision? How long did you wait for ombudsman’s decision?
Should be paid out quickly in either case.
paula says
hi it was adjudicator, been 9 months since i made claim. I got adj in Dec so thats been quickish xx
Claire says
Update:
22 loans with quickquid between 2011 and 2014
QQ offered to refund interest on 5 loans
Sent to FOA beginning of October 2018
I dropped the first 4 loans as they were +6 years
Received response from adjudicator today saying interest on loans 5-22 should be refunded
Response from QQ requested by 25th March.
Claire says
Quickquid responded and aren’t budging from their initial offer of £1600 (interest plus 8% comes to approx 9k). So off to the Ombudsman it goes…..
Mike says
Good evening Sara and everyone,
Update re.QQ over 6 year loans.
As previously posted finally had adjudicater write to QQ about saying they can look at my loans and a second adjudicater getting in touch to say he was looking at them( just over a week ago) Today got an email from adjudicater showing the assessment he has sent to QQ . Not upholding first 2 loans but was upholding loans 3-7!! They were my largest ones so good news. Given QQ until 27/3 to respond .
Hopefully they will accept and give the redress owed. There is hope for others in same boat now!!
Will let you know their response.
Sara (Debt Camel) says
good news – let’s hope QQ accept this.
Mike says
Good afternoon Sara and everyone,
Well finally got my QQ over 6 year loan nightmare response. Adjudicater found in my favour last Wednesday 13th March and gave QQ until 27th to respond. I have today received and email from adjudicater with the response from QQ (a week early!!) They have agreed with what he said apart from 1 loan. He said 3-7 were unaffordable they said 4-7 were. So I was hoping for a redress of 3K-5K and they have offered 4.3K.
The adjudicater has said if I disagree with loan 3 then I can send to OMBUDSMAN….. but it’s long wait as we all know,so have accepted the offer and sent back to adjudicator.
Well hope this gives everyone hope now with the over 6 year loans issue. It’s been a long wait but worth it.
Now to clear some more debts and treat the family to a nice holiday!!!
Thankyou for your help Sara.
Sara (Debt Camel) says
Excellent news!
Especially as QQ actually replied early, before the deadline.
Lucia Cook says
Hi Mike, When did you submit your complaint to the FOS please?
Mike says
Hi Lucia
Sent my original complaint back in July 2017.
They have yet to agree with adjudicater so hopeful but trying not to get too excited.
Will keep you informed
Lucia Cook says
Thanks Mike – good luck
Loops says
I too today have had contact. QQ have been given till the 28th March to respond.
Nicola says
Hi Sara
Feel deflated, QQ have just told me they wont uphold my complaints for irresponsible lending………
They over 6 years old, so does that mean that’s it?
Nicola
Sara (Debt Camel) says
No need to feel deflated, QQ haven’t thought about your case at all, they have just sent back a standard rejection. Send the case to the Financial Ombudsman. the Ombudsman IS looking at these older complaints, so ignore what QQ have said. It may be slow, but this is money you never thought you would be able to get back, so just keep going and you may get a very good result in the end!
Nicola says
Hey Sara,
Thank you so much!! I will keep you all updated.
Nicola