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
Susie says
Hi I had loans from QQ from Sept 13 to Sept 14 think it was the Flexio loan but not sure. Basically borrowed £500 and then repaid around £600 the next month then took another a week later and this continued for a year. I sent QQ a complaint saying I felt they should have realized I could not afford the loans and basically felt they acted irresponsibly. Do I have a chance of the complaint being successful? I only sent it last week and today they emailed back asking for bank statements and wage slips from that period so I emailed back asking why would they need it now and not at the time I applied for a loan. They emailed back saying it was a standard email and I did not have to provide it and they would continue looking into the complaint. I’m just wondering if I have any chance of getting a refund of the interest which is around £1000.
Thanks
Sara (Debt Camel) says
IThere is no point in sending payslips. If you have your bank statements, you could send those. If you don’t, this is a good time to get them so they are ready in case your complaint has to go to the ombudsman.
People have won Flexi loan cases at FOS, but QQ doesn’t normally offer a refund on them directly, so don’t be surprised if they say No.
Ms B says
The adjudicator upheld by complaint saying that the whole flexi credit should be refunded but QQ rejected it.
Susie says
Hi
Can someone please advise?
I took a Flexi loan I think from QQ in Sept 2013 for £500 and then struggled to pay back so what happened was that I took this loan and then paid back around £600 (interest around £100) each month and then borrowed £500 again few days later as I was then short on money and this continued for 12 months until I just could not afford it any longer. I also took out credit cards etc as I was struggling financially. I read many posts about irresponsible lending and feel that this is what happened because I was constantly borrowing and repaying higher amount every month for 12 months. I complained to QQ and now have to wait but I’m wondering if I am right in thinking they acted irresponsibly? Thanks in advance.
Sara (Debt Camel) says
That sounds like a common description of the problems with flexi loans. People do win these complaints.
Susie says
Hi and thanks for your response. How successful are these types of complaints? I’m also complaining to sunny as I went through all bank statements etc and after checking I realized that I was paying to pay day loans more than my actual monthly income so I’m hoping that this would show this was not affordable but I’m sure they will come up with some excuse. Thanks
Sara (Debt Camel) says
I don’t think I have seen enough recent cases where someone only had 1 flexi loan to be able to say anything useful here. One loan cases are very individual. If you have taken 20 loans from a lender with short or no gaps between them you are almost always going to get a very good refund. But a one loan case with large repayments each month depends on what your bank statements show and whether the lender did enough checks before giving you the flexi loan facility. It is possible to win these cases.
Definitely complain to Sunny as well.
Susie says
Hi and thanks for replying.
Although it was just 1 flexi loan of £500, I kept on borrowing it and repaying it month after month for a year. So I took out for example £200 one day then few days later another £100 then another few days later another £100 until all £500 was used. Then paid back £600 and few days later started taking out money again using this Flexi loan for 12 months. At that time I also had a Flexi loan with sunny and was using that for a year. I also had another payday loan with wonga. Some months my payments to payday loans were higher than my monthly income. Surely if they did checks they should have seen that I had other loans or am I wrong?
Thanks
Sara (Debt Camel) says
When they gave you the flexi loan, they should have seen the other borrowing on your credit record and taken that into account.
John says
Sara .I have read many peoples stories on here lately about Quick quid and their blanket refusals on loans post 2015 .I know there are hundreds at final ombudsmen stage.I know because I’m one of them.How long do you think this impasse will take to resolve?? It’s clearly blocking the pdl complaints queue for other lenders.Does the ombudsmen service not have a time limit on this.It’s clear this is a deliberate delaying tactic by them.I have 6other complaints some into the tenth month in the queue not even picked up yet.Whilst I totally understand that the sheer number of complaints with them is growing daily how are they picking out which cases to take up.I’ve read so many cases picked up and dealt with far quicker than mine but also other people waiting longer than me.Is it just pot luck alphabetical or what?? I’m a patient person I was in deep financial distress at time of complaints but it’s made no difference in my progress in the queue .Of all my old complaints dealt with before sending to ombudsmen Ferratum were exemplary .
Sara (Debt Camel) says
This “post 2015 loans” issues is not the same sort of blanket hold that was placed on “over 6 year” complaints. Ombudsman decisions are going through and so far as I can see in every case where QQ’s only “defence” is that it conducted better checks after 2015, that has been rejected.
So far as I know, QQ has paid out on all of those cases where there has been an ombudsman decision. The more cases that go through with the same decision, the harder it is for QQ to carry on with an argument it knows it cannot succeed on.
The answer to the backlog of complaints is for QQ to review and accept many of them, so Ombudsman decisions can be reserved for genuinely difficult cases.
Sara (Debt Camel) says
“deep financial distress” – is your current position now stable? If not what are your immediate problems?
John says
I work as an agency chef .Had no work for a month not able to claim benefits.basically left with no option but to cash in small pension fund so I could pay my bills etc .people might think thats ok but it’s going to affect me later.My mess is of my own making (gambling) and depression after loss of my father.Thankfully I am in a better position now emotionally and stopped gambling .All pre ombudsman complaints (ferratum/24/7 satsuma) paid out in full on all loans .So I know my case is strong .As im heading towards my 60s my work in my trade will probably be less reliable .Anything I now get back will go into my pension pot and I am in a dmp which I reduced payment to accordingly.Thanks for your site it does help when I get down I can see light even a chink .
Rob C says
Hi Sara, thanks for all advice offered through your website. I put a complaint in against QQ/P2P in Feb 18, they rejected this so got sent to FOS in April 18. In total I had 18 loans, first 9 were smaller and over 6 years so I told FOS to drop these loans off complaint. Last month adjudicator got assigned and upheld all 9 loans as unaffordable as he still used first 9 loans to say by this point the company should have realised I was dependent on borrowing, so the last 9 were unaffordable. Casheuronet have not agreed with adjudicator so has been sent to Ombudsman. This claim is looking like £8,000+, the last 2 loans were after March 2015, if Ombudsman agrees with adjudicator are Casheuronet likely to not payout as last 2 loans are after March 2015?
Sara (Debt Camel) says
“if Ombudsman agrees with adjudicator are Casheuronet likely to not payout as last 2 loans are after March 2015?”
An Ombudsman decision is legally binding. Casheuronet WILL pay out on it. See the article above where I have added a list of Ombudsman decision in January about post 2015 loans. So far as I know, QQ have paid out on all of those.
The problem here is not that you won’t win your case, but that QQ should be taking account of Ombudsman decisions and not rejecting all the adjudicator decisions, which is delaying a lot of excellent cases without any reason and clogging up the Ombudsman system. The Ombudsman level is meant to be for looking at genuinely difficult cases, not hundreds of very obvious ones.
Annie says
Hi, I have been through the adjudicator stage with QQ, they disagreed with the adjudicator decision and only offered a refund on loans before 2015. It has now been in the ombudsman que since July 2018. I phone every month or so for an update and I am just told I am still in the que and that if QQ agree to look at loans after 2015 it may move things faster but until then I have to wait my turn for an ombudsman review. Is any one in the same boat and had a decision from the ombudsman? And how long did you wait? It’s been 8 months now and I appreciate they at inundated with claims but this refund would held my financial circumstances so much as it should be in the region of about 5k.
Sara (Debt Camel) says
Decisions are going through and the Ombudsman seems to be upholding the adjudicator’s decision in every recent case that I have seen. I have put links in the above articles to some FOS decisions in early January which include loans after 2015. The more decisions that go through, the harder it is for QQ to stick its fingers in its ears and pretend not to hear what the Ombudsman is saying.
Annie says
Hi sarah, can you advise me please.
So as above I have been waiting 8 months for my complaint to be reviewed by an ombudsman. Today I have received an email from QQ stating that as I owe them £767 from the last loan I had in janurary 2018, I have until 29th March to pay this or it will be sent to a debt collector. at the time QQ failed to take the due payment and when I phoned to find out why and pay, as I didn’t want arrears, they told me that the were not allowed to take payment until the complaint was resolved. Can they do this now? Is this them just being difficult? I’m a bit worried as I can’t afford to pay this with such little notice and don’t want to be involved with debt collectors. I have emailed them back stating this and that I would be seeking further advice from the FOS.
If they had actually agreed with the adjudicator the debt would have been cleared last July off of the refund I was awarded.
Sara (Debt Camel) says
So in summary you owe QQ money, they have already offered a refund which is large enough to clear that balance, you have previously offered to pay affordable payments but QQ refused to let you because of the complaint, and now they have demanded you pay it all immediately or they will send the debt to a debt collector, which you find stressful.
“Can they do this.” well it doesn’t break any specific law or regulation I can think of, so probably yes.
“Should they do this?” Absolutely not! The FCAs overarching principle is that firms should TReat Customers Fairly, and this fails that test spectacularly.
Alex says
I have had a Final Response from Pounds to Pocket and they are not upholding my complaint as they have said the timescale has passed. I have started a case with the FOS.
Is it worth me replying to P2P stating that the FOS are looking into complaints over 6 years old?
Sara (Debt Camel) says
No that is a waste of time. They know that. Good luck with FOS, settle in for a long complaint, this is money you never expected to see again.
Alex says
Thanks Sara
I have all the time in the world and to be honest, it’s not even about the refund for me as the loan was ‘only’ £400 – I would just like to get the default removed from my credit report if the FOS find in my favour.
Sara (Debt Camel) says
What is the date of the default on your credit record?
Alex says
August 2015.
Sara (Debt Camel) says
If the loan was more than 6 years ago, that default sounds too late. You could ask them to back date it, see https://debtcamel.co.uk/debt-default-date/
Sarah says
Hi Sara
My complaint with QQ and P2P has been going on for a year now. The complaint was upheld by an adjudicator but was knackered back by Casheuronet.
It is now awaiting an ombudsman decision. I’ve contacted them many times and they just keep saying they are really busy and it will be dealt with as soon as possible.
I keep looking at financial Ombudsman decisions online and they seem to be doing a few cases per month for Casheuronet. Do you think I will ever get my case looked at?
It feels like it’s never ending!!
Thank you.
John says
Get used to slow quid .Ive got the letter from fos .Three months or so before getting these through unless qquid do what they should and accept adjudicator decisions. Its not just quick quid with little ombudsman decisions .I would maybe only contact them monthly as it doesn’t hurry them up .Waiting is very annoying but at least you’re not paying for the ombudsman .And just think 8% is 8x any savings account currently out there .
Emily says
Hi,
I posted a comment a while ago regarding QQ/PTP.
I have a reported outstanding balance on my credit report of approx £1.7k, my complaint has been with the ombudsman since april 2018, the adjuicator ruled in my favour in all 6 of my loans (post 2015) and has been with the ombudsman for a final decision since the start of September. After submitting my initial complaint, QQ refuse to communicate with me or let me pay off any of the outstanding balance – whilst marking my credit file as >6months late each month.
I am expecting the negative marks and balance to be removed once it is sorted. However, ive just been informed my current landlord is selling our flat…ive got 4 months to find somewhere new to live. I dont know how i will pass the credit checks at the moment with such an issue outstanding and Im becoming increasingly anxious as to what situation I’m going to end up in.
How can QQ/PTP continue to ignore the ombudsman, refuse to let me pay off my debt at all but still continue to effect my credit file – potentially leaving me with nowhere to move to? Its so frustrating and i dont know what to do!
Sara (Debt Camel) says
Is the Ombudsman aware that QQ is refusing to let you make any payments but is marking your credit record as 6 months late?
Emily says
Yes, I have emailed them a few times about this now and I’m just told that theyre disputing post 2015 loans, cant give me a timeacale etc.
Ive emailed again and made them aware of my living situation and if im refused a property because of QQ, my adjudicator said he would explain my situation to them… its a very nice gesture but i know all too well it wouldnt make a difference unfortunately!
Emily says
Good news!
The Ombudsman has been in touch with Casheuro net about the negative reporting on my credit file. They have now emailed me to say that my outstanding loan is going to be removed from my file completely within the next 30 days!
Ross says
Hi Emily,
I wouldn’t worry too much about credit checks, in relation to letting. I had a default, on my credit record, from Natwest. When I leased, the letting agents DID do a credit check, but they are looking out for CCJ’s and/or bankruptcy rather than payment history. They also only have limited access to your credit file as, technically, you’re not applying for credit by looking to lease a property. Sara, please correct me (If I’m wrong) but this is what I was told.
Ross says
As expected Casheuronet disagreed with my adjudicators decision. I contacted the FOS to find out what the disagreement was. They sent me a copy of the letter which relates to Casheuronet not agreeing that the FOS (adjudicator) conducted proper checks or looked at my banks statements??. They have requested the FOS provide them proof of my financial situation “at the time” and the harm caused issuing the loans was. There were almost 50 loans with casheuronet over about 6 years with borrowing elsewhere at the same time. I can’t understand the motive of throwing all these extra delays. I expected it would not be smooth sailing as the adjudicators redress amounted to £11700 (excluding loans 1-8). I have asked the ombudsman to also look at the earlier discounted loans as part of the investigations so surely at this stage Casheuronet they cant imagine my complaint would disappear. Surely they understand they are going to have to pay in the end and they are just mounting the interest…
Kirsten says
Hello,
I’m new here and just looking for a little bit of advice. I raised a complaint with QQ a few days ago (using a template from here, thank you!), they have send me a fairly standard response back which I responded with another template from here.
They have sent me confirmation of all my loans, and I have paid over 4K interest alone on roughly 20 loans. These are from 2014 until 2018.
Am I going to be entitled to anything back and if so does anyone have any idea what is an acceptable offer?
Sara (Debt Camel) says
That is a lot of borrowing. The 20 loans, where there any large “gaps” between the loans? For example you may have always borrowed again a few days after you repaid a loan, or you may have mostly borrowed very month but had a year in the middle when you didn’t borrow from them at all, or there may often have been several months between loans as you were borrowing from other lenders as well.
Kirsten says
Hi Sara,
Thanks for your reply. It was pretty much every month until the summer of last year. I would pay back early and top up. I also had loans with wonga, lending stream, cash Asap, moneybox 247, sunny, uncle buck, piggy bank.
Do think it’s worth me pursuing with QQ?
H says
Hi Kirsten your story sounds pretty much the same as mine, 15 loans, £4100 interest, between 2015 – 2018, just wondering how you got on in the end as can’t find any further comments from yourselve.
My 8 weeks waiting is up 6 days and really hoping they reply with an offer.
Cheers
H
Melbel says
Hiya, I was on here a few months ago. In a nutshell the adjudicator upheld 18 of my loans with QQ and I was made an offer by QQ on five of them which I declined and passed on to the Ombudsman. This was in December. 18.
I’ve emailed the adjudicator asking for an update on how long they think it’ll take and they said it’s still in the queueing process waiting to be allocated to an Ombudsman.
Has anyone else been in this position, just wondering on rough time scales. I started the whole complaint back in late 2017.
Sara (Debt Camel) says
The 13 that were rejected – were they all after April 2015?
Melbel says
Hi Sara, there were some from 2015 onwards but most were before that, I need to double check my notes but I know some of the rejected fell between 2012-2015
Laura says
Hello I’ve had the ombudsman uphold my adjudicator decisions on all but one of my loans from P2P /QuickQuid. This is my first experience this far down the line do they send paperwork to your home address to sign as that was mentioned in their summary. This feels like I would never get to this stage, but here I am. Thank you so much for all your help and advice Sara your a star
C says
Hi Laura
How long did it take between adjudicator and ombudsman decision for QQ?.
Usually FOS ask you to contact the company and usually by email for bank details. Cheers
C
Laura says
Hi C,
Thanks I got the email this afternoon wasn’t sure as ombudsman emailed Friday. I was over 9 months from adjudicator to ombudsman abut I’m thankful it all sorted now, finally!
Amy says
I phoned the FOS yesterday, mine has been with them since August 2018. 20 loans with QQ one with P2P, 15 and the P2P loan are over 6 years. I still haven’t got an adjudicator but I thought it was worth passing on what the lady on the phone said. She there was definitley movement with QQ and they were reaching an agreement on how the older loans should be looked at and she said I would be likely to have an answer in a couple of months, she seemed fairly positive that things were moving forward.
James says
I received my adjudicator outcome today after a 7 month wait. He upheld all loans with pounds to pocket. Are they likely to accept this or do they usually go to ombudsmen?
Amy says
Is it 7 months since you submitted to the FOS or 7 months since it’s been with adjudicator?
Sara (Debt Camel) says
How old are these loans?
James says
Hi,
It’s 7 months since I submitted. All loans were 2013/3014.
pounds to pocket agreed to refund loans 1 and 2 but nothing after that, it seems like a very strange offer, makes no sense to me. If they are saying 1 and 2 aren’t affordable, surely the rest would be?
If i reject, i assume it goes into the ombudsmen queue?
Sara (Debt Camel) says
Have you asked your adjudicator why P2P have refused to refund the later loans? That seems odd. They are refusing 2015 and later loans, but not routinely 2014 loans.
yes if your reject (and it sounds a very poor offer!) it goes into the ombudsman queue.
James says
He just came back and said they want him to do more analysis on why he has upheld my complaint, i.e. more expenditure details from me around each loan. I don’t think they gave a reason for not agreeing with the later loans. Adjudicator said he is going to go back to them with the analysis they have asked for although he said they are asking for too much information in his opinion.
James says
PoundstoPocket have now said they still don’t agree but they will refund loans 1 & 2 interest and 50% of interest on remaining loans which is £650 vs. £1200 paid to them.
They said none of the loans had a detrimental impact to me.
How long is the ombusdmen wait likely to be and is there anything I can do to push them to increase their offer again?
Andrew Smith says
Hi,
I had loans with QQ from Feb 2013 to July 2014 paying about £2100 in interest as approx £125 – £150 a month. Some were the 3 month repayment loads others 1 month.
I was just wondering what is considered a good percentage of the loan interest for an acceptable settlement? Are there instances of anybody getting a 100% refunds and if so what dictates that kind of award?
Just looking for some indicators to guide me through, using your website I started my QQ complaint on the 16th March and got a reply with loan information on the 22nd March, so a week on sent the 2nd letter with additional info today on the 23rd March.
I understand accepting or escalating an offer (if I get one) is a personal choice, just looking for a ballpark idea for when I get a response.
Thanks.
Andy.
Christian White says
Hi I have had 31 loans with QQ, 27 of which fall outside the 6 year time limit. These were rollovers and I think there was even a double roll over in one month where my limit was increased the second time too.
I submitted a claim against QQ in May 2018 through a CMC. They wrote to me in February 2019 to say that QQ were refusing investigation of loans 1 to 27. The CMC told me that I had to decide whether I wanted the Jurisdiction team to investigate all the loans or only the last 4. I opted for a full investigation and the wait seems to have restarted. I’m unsure whether this means that nothing has happened since May last year and the message last month – I hope not! If anybody knows where we are with the decision about time limits and jurisdiction it would be good to hear.
The debt for QQ is now in a DMP and has only about £300 left to pay so QQ will have had their money from me. Cheers. Chris
Sara (Debt Camel) says
It is a shame your CMC didn’t explain about the over 6 year wait back in May 18. The honest answer (which CMCs often try to evade) is that as almost all your loans are over 6 years, you would be giving up up a lot by choosing to settle for just the recent ones. But by carrying on, there will be along wait involved.
It is very likely that nothing will have happened to your case since May last year. Since then FOS has decided in August/September last year that it can look at the over 6 year loans, but it is slow going getting QQ to accept this decision. If you pop here occasionally, you will see what is happening.
I am optimistic, there are some signs of movement – more than there have been in the past – but things are still slow and there are several thousand cases in queue, so don’t hold your breath.
Christian white says
Thanks for the info – I’m glad my basic view on this is that I’m going to be lucky to get any significant redress – that way, if anything comes of the claim, it will be a pleasant surprise. Cheers Chris.
Sara (Debt Camel) says
oh it is quite likely you will get a good refund. But it isn’t going to be quick! And it’s a shame the CMC will pocket a chunk for writing exactly the same email that you could have done yourself.
David D says
In case anyone is wondering about timelines on certain complaints…
My FOS complaint against QQ for loans from 2008 and 2009 has now been picked up by an adjudicator, originally submitted to FOS in Jan 2017.
GM says
wow… 26 months?
Lucia says
Me too… Mine was also March 2017. Picked up and answer back last week from adjudicator who was very friendly. Upheld, and I went to QQ who have told me they’ve replied immediately to the Adjudicator but wouldn’t say how! I suspect they’ve declined and will now have to wait for an Ombudsman. QQ purposefully delaying at every turn.
Ms B says
Dear Sara
One of my final refunds I have Lending Stream left to go.
Quick Quid have offered 3K +8% interest.
It’s as good as it’s going to get otherwise I’m fighting over a couple of hundred as the adjudicator had stated.
I’m happy with the outcome and wanted to thank you so much for your continued help.
Hope it all goes well those awaiting decisions
Claire says
Ms B
Was this an ombudsman decision? If so, how long did it take?
Ms B says
Hi Claire,
Complaint sent to QQ March 2018
Sent to FOS May 2018
Awaited adjudicator December 2018
Adjudicator came to a decision on my case Feb 2019
QQ rejected adjudicator decision End of Feb 2019
Decided to take to ombudsman QQ then changed mind gave a pay out of 3K + 8% interest
Ajudicator/Ombudsman level – I think it didn’t quite quite as far as a Ombudsman decision but it wasn’t Perth me fighting for it another year.
Ajudicators offer and QQ couple hundred difference. I didn’t want to wait because of what happened to some lenders going bust.
However other lenders I’ve had have gone much much quicker.
Mr Lender sent in to FOS September 2018 paid out in November 2018
Same with MyJar.
Wonga gave me a good offer and luckily got that paid before they went bust.
Hope this helps. Please keep chasing.
M says
Hi Claire/Sara
I’m so :( sent complaint to QQ Aug 2018 point blank rejected for loans 2013 onwards..sent to FOS: & eventually allocated to Adju April 2019.
FOS Adju agreed irresponsible: QQ asked for further 3wks(!). & now QQ have responded to FOS with below…
““FOS state that ms X haven’t seen anything to suggest Ms X knew she had reason to complaint. However, upon review of her account, I can see that on 09 July 2012 we were advised that she would be working with a debt management company (DMC) in order to repay her loan in full. At that point, she would have been advised that she had cause to complain. Ms X did not complain to our company until 15 April 2014, almost two years after she should have known she can complain as well as known she had a reason to complain. For this reason, I cannot agree that this is a complaint that can be looked into”…
:( any advice please. So disappointed.
As I did not know I could complain about “irresponsible lending” then. Adju not responding as yet.
Thanks!!
M says
Also at no point did DMC inform me I could complain specifically about irresponsible lending. I was only ever aware/stressed of outstanding balance.
tom says
Just had reply from FOS regarding Quick Quid they had made an offer on last loan but I wanted loans over 6 years considered. Adjudicator has stated that he thinks that they should refund interest and charges on last 2 loans 1 over and 1 under 6 years. I am happy with this as these loans were £750 and £850 respectively. Hopefully Quick Quid will accept this.
Sara (Debt Camel) says
Several people have reported similar in the last few days – FOS is getting moving on these QQ old loan cases. Let’s hope QQ accepts the adjudicator decision!
Elizabeth says
Hi,
Today after waiting 3 years the FO agreed that QQ were irresponsible in their lending.
The FO said that loans 3 and 4 should never have been lent to me, these loans were from 2008 and because it was so long ago I am not sure what the interest rates were then, but it was lawless back then before FCA stepped in a few years ago to cap interest rates.
The third loan was for £450 and the fourth one was for £550.
During loans 3 and 4 I topped up 3 times in 7 months and owed them repayments to them in each of these months and I had late fees, not sure how many.
Please note most of the above wording is from the adjudicator, so much of the above I had forgotten through time.
The adjudicator has instructed QQ to refund 8% flat interest.
Refund all interest and charges for loans 3 and 4.
Remove all adverse credit those 2 loans had caused (too little too late as your credit score wipes details after 6 years and these loans were from 10 years ago so the damage was already done). I think I should get compensation for that now their lack of due diligence has been proved.
What I would like to know is what sort of refund would I get approximately? Told by adjudicator that 11 years interest will be applied since these loans were from 2008.
Thanks in advance.
Sara (Debt Camel) says
That is good news – after all this time it’s great to see some movement. Let’s hope QQ accept the adjudicator decision.
Sorry I can’t guess at what the refund might be. Have QQ sent you a statement of account for these loans?
Elizabeth says
Yes, they did but I gave them to the FO.
I am getting them to email them to me.
Please can you use my first name only.
Thanks Sara.
Mr and Mrs C says
We have received this from the FO today after we emailed for an update:-
“You took out 27 loans with Quick Quid and they’ve raised an objection on the first 20 as they state it’s been more than 6 years since the loans were taken out. So before we can look into the unaffordability of the loans, we need to look at whether or not the complaint was brought to us in time.”
We complained as soon as we knew we could (last March) do we give up hope or reply to FO to say that we complained as soon as we knew that we could?
Elizabeth says
Hello,
Well I complained when I knew I could, I don’t think it matters the years that have passed as long as you complain when you knew you could.
It makes no difference now as the FOS can now look into claims more than six years ago, as I said above my loans were taken out 11 years ago and the FOS recently found in my favour and have directed QQ to pay back my interest and charges.
Take it the FOS as they are more likely than not to rule in your favour, even though they may take their time.
I had to wait 3 years, and am sure the upcoming payout will be well worth it.
Good luck.
Jason says
Hello everyone,
Looking for you guys experience. I had the ombudsman rule in my favour against Casheuronet (QQ and P2P) I then got a email from admin which I replied saying I accept. Really my question is what happens next and what’s the time frame?
Sara (Debt Camel) says
Is this a decision from an adjudicator or from an Ombudsman?
Are any of your loans more than 6 years old? Or given in 2015 or afterwards?
Jason says
Hello this is from an ombudsman and most were post 2015 non over 6 years.
I had adjudication early Aug and they rejected post 2015. It was then 8 months to be picked up by ombudsman
Sara (Debt Camel) says
OK as it is from an Ombudsman the good news is that QQ normally accept pretty promptly and then pay out pretty quickly.
Tony says
UPDATE
QQ complaint started in Sept 2017, several.loans over 6 years, allocated to an adjudicator last Friday.
Hopefully things are moving for others.
I will keep you posted.
Jacob says
Hi all, UPDATE on 6+ year QQ case –
After submitting my complaint in July 2017 and it being time barred due to the 6+ year objection by QQ I received an email last week from an adjudicator stating they have written to the business advising that they can look at these loans. They have advised QQ to refund the interest on all loans after the first plus the usual 8% interest. They have given QQ 2 weeks to respond to their decision. I have seen a few other ppl on here are in the same positiion as this. Has anybody had their decision accepted by QQ? Or have they all gone to the ombudsman? Surely QQ must know that if the cases are referred to the ombudsman that they will agree with the adjudicators in 99% of cases. I don’t see any logic in their delaying tactics. I’ll keep you updated on my progress.
Louise says
Hi I’m in the same position as you.Just wondering if they got back to you within the 2 weeks timescale.And did they agree with the adjudicator.thanks.
RY07 says
I had the same 2 week timescale, but QQ asked for a further 3 weeks once that was over to consider my case. That ends today so I’ll call on my lunch break to see if there is any further progress. Fully expecting a rejection and for it to go to Ombusdman though
Jacob says
Hi Louise,
I was advised the same as RY07 where the FOS stated they had agreed a 3 week extension on all cases. This is up on Wednesday so I will give them a call then and provide you with an update. As RY07 says I fully expect this to go to the ombudsman too.
RY07 says
Quick update, I called just there and as expected QuickQuid have responded rejecting everything the adjudicator said.. There will now be a process where the adjudicator reviews their comments/any extra information then decides if it needs a second adjudicator opinion or it goes to the Ombudsman. The guy on the phone hinted it’s still going to be a long process.
I made my initial complaint to Quickquid in December 2016, crazy how long this has taken, at least any potential interest is building I guess … :(
Joe says
Hello everyone, I’ve had my complaint upheld by the adjudactor and QQ are meant to reply by this Friday (they’ve already had about 10 days). They have found loans 1-2 where fine but loans 3-5 not and these where all back in 2009, I’ve worked it out to be about 1.5k due back as I still owe them about 1k. I was wondering how quick they are likely to pay out as reading through it seems likely they will accept the findings!
Elizabeth says
Hi Joe,
I was wondering how did you work out your figure?
As I have 2 loans QQ must pay back from 2008 and have no idea how to calculate a figure.
Thanks in advance.
Joe says
Hi Paula
Basically I called them and asked for the interest paid from January 23rd 2009, this was about 2.3k I took 1k off as I have that outstanding so was left with 1.5k, I added the 8% and took off 20% for tax. If you know what you paid in interest you should be able to work out roughly!
Elizabeth says
Joe I have no idea but it was high in 2008 before the new rules of capping the interest rates were applied.
I shall know this Friday what offer they make, and won’t be accepting it until I ask my adjudicator if it is fair.
Thanks Joe.
Joe says
Hi Elizabeth
Sounds like I’m in same boat as you as I’m meant to hear Friday as well! But if you call them they will be able to give you the info to work it out, of course they may not agree with the findings yet so fingers crossed.
David D says
Elizabeth, I may be wrong but don’t think that the FOS are able to give their opinion on offers made as that would be deemed to be influential on the outcome of the complaint. They are impartial, remember.
Its much easier to simply work our how much money in £££s you have repaid, rather than look at it as %s or trying to recall or gather info on what the interest rates were.
EG) original loan, £500, repaid £825.
If FOS agree it was mis-sold, you will get the £325 back plus interest, with an 8% uplift per year dating back to the date it was paid by you. This should give you a good base line of what to expect back.
Hope this helps.
Kieran says
Finally, after over at 2 year wait I now have an decision in which they have agreed that I should not have been given loans 7-29. Not really sure how much this is financially if I am honest. Loans date back to 2008 and vary from £150-350
What is everyone’s experience with QuickQuid getting back in terms of accepting and the timescales attached?
Sara (Debt Camel) says
That sounds great.
“What is everyone’s experience with QuickQuid getting back in terms of accepting” have they already agreed this?
If they have, they usually payout in a few days.
Kieran says
Nope, the letter was only sent to QQ today, so they haven’t accepted these as of yet. Does this normally take a while?
What’s the best way to work out potential financial reimbursement?
Sara (Debt Camel) says
so when you said “they have agreed” you meant FOS, not QQ. Was this an adjudicator decision or an Ombudsman decision?
Have you added up how much interest you paid on those loans? What years were the lending?
Kieran says
Yes, sorry, this was the adjudicator decision.
I haven’t, I am not quite sure how much I paid back each time I don’t have a clear view for this just now. These loans were from 2008 to 2012.
Sara (Debt Camel) says
QQ didn’t send you a list of your loans? If you don’t have that, or your bank statements, there is no way for you to work out how much you may get.
I hope QQ accept the adjudicator decision and don’t drag it out to go to an Ombudsman.
David D says
Another DebtCamel success story from me too… QQ complaint dating back to Jan 2017. Adjudicator today agreed Loan 2 (2008) was irresponsible lending due to ratio against income and having only repaid Loan 1 to them one week earlier, yet the loan value doubled. I only had 2 loans from QQ in total BUT had many other PD Loans from other lenders all at same time which they have factored into the complaint.
Really happy with the outcome, and its all thanks to this very website.
Sara, I really appreciate the help this site has given me. Come the end of this month I should have some pennies to treat my little lad and as i’m sure all parents will attest to, there’s nothing better : ) thank you.
Sara (Debt Camel) says
This is an adjudicator decision. QQ have to accept it, otherwise it will have to go to an Ombudsman to be looked at. Finger crossed QQ do but don’t start planning how to spend the pennies yet!
David D says
True, perhaps i’m jumping the gun a little, but i’m happy I now know I have a win one way or another and its all thanks to this service.
James R says
I made a referral to the fos In Jan 2018 about QQ. 95% of my loans are over 6 years old. I borrowed over 45 loans in the space of 4 years paying back nearly 10k in interest!! My compliant isn’t even at adjudicator level yet. I chase once every few months and get the same monotone reply its complicated and taking longer than expected due to QQ refusal to look at loans over 6 years old.
Realistically is they ever going to get resolved peoples thoughts in same position pls??
Alex says
Hi James, my complaint with QQ is on final stage with FOS. I have waited for 1.6 yrs. Last august 2018 the adjudicator ruled on my favour but QQ did not accept the outcome and wanted the FOS to look at my complaint. kind of a rediculous situation.
James R says
Spookily I got an email from an adjudicator today saying the majority of my loans should be paid back. They have QQ 2 weeks to agree or disagree. Is your complaint waiting for an osbunsman ruling now?
Alex says
They said the same think about mine in August 2018 and they refused to pay and wanted the FOS to look at my complaint for final decision. Now 2 months at FOS and still waiting. Good luck
Baz says
I got a favourable adjudicators decision in december relating to loans after 2015. Qq refused it immediately and the adjudicator sent it on to ombudsman. It is yet to be picked up an adjudicator and i dont expect that it will for quite some time.
James R says
So you’re waiting for the final osmundsmen ruling Alex? I hope once the first one goes through they will realise there is no point arguing with the adjudicators decision. Hopefully people will start getting back what is duly theres in the near future.
Alex says
yes it is two months waiting at fos and still nothing.
Rubz says
Hello
All these successes seem promising and that the FOS are finally looking into these loans over 6 years. My complaint had been with the FOS since Feb 2017 and I was told back in January 2019 that these are still being looked at and I should hear something soon (no specific date as yet). Did everyone just receive correspondence from the FOS or did you contact them again? I guess it’s just a matter of waiting still. Congratulations to all on your successes so far.
Rubz
David D says
The FOS should contact you. The last time prior to this that I’d heard from the FOS about my complaint was in Nov 2018, so it wasn’t as though I prompted them to chase it up again. Plus after waiting so long, I’m sure a few more weeks won’t do any harm (especially if you win = more interest!)
Rubz says
Thank you David D. I’ll hang on a little while to see if anything happens.
Jacob says
Hi all,
I’ve noticed quite a few comments recently confirming that an adjudicator has gone in their favour for loans over 6 years and advised QQ to repay the interest. QQ have been given the usual 2 weeks to respond to this .I am in this position and the 2 weeks will be up on Wednesday. Has anyone received a response from QQ in these 2 weeks? Interested to know if QQ are paying out on these claimsor if the cases have went to the ombudsman.
Joe says
Hi Jacob
I’ve had the adjudicator rule in my favour and they was meant to reply tomorrow but have asked for more time, I’m quite annoyed about it, my loans where over 6 years ago but from what I read here they normally agree to findings! You might not hear by Wednesday though if mine is anything to go by.
Jacob says
Hi Joe
Thanks for the reply. Reading on here it looks like the adjudicators normally give them an extra week or so to respond before passing it to the ombudsman. I’m fully expecting it to go to them. Now but was just interested to see if QQ were still not accepting the 6+ year ruling yet. I’ll post any updates on here with my case.
Joe says
Thanks Jacob, they have just missed the 2 week deadline which is disappointing
James R says
I had confirmation via email that an adjudicator has found in my favour on loans 4 – 11 I took out with quick quid between 2008 and 2011. QQ have been given 2 weeks to respond as of last Thursday. What’s the chance of them accepting the decision and paying out? The loans were all rolled over multiple times looking at statements the interest I paid on these loans came to over 8k plus the 8% on loans over 10 years old would be massive.
If QQ don’t agree does anyone have any knowledge of how long it takes an osbunsman to review the case? Thanks.
Nb re time scales I submitted my initial claim to FOS nearly 18 months ago
Sara (Debt Camel) says
Sorry we don’t know whether QQ is likely to accept. FOS seems to have suddenly pushed a lot of these decisions through – my guess is that they are trying to put pressure on QQ to face up to reality and accept not just these but other complaints that are held up. I will be disappointed if QQ don’t accept most of them, but then I have been disappointed before…
If QQ reject a lot I hope FOS will then fast track these through Ombudsman decisions. So the standard Ombudsman wait time may not apply. Or it may. Uncharted waters I am afraid.
Lucia Cook says
Hi James & Sara
My over 6 year complaint had been submitted to the FOS in March 2017. The Adjudicator recently upheld my complaint and said QQ were to refund on all but first 2 loans. QQ responded on the same day refusing to agree that they could be looked at due to the 6 year rule. I spoke to the FOS on Friday who said QQ are doing this on a lot of cases. I’m disgusted that QQ are taking this stance.
Joe says
Hi
I thought they had to look at cases over 6 years now and had paid out on some? I’m so confused, I also had a 6 year case ruled in my favour but they’ve missed the 2 week deadline, now I’m worried as I thought I was going to get paid out?
Lucia Cook says
Well I emailed QQ with the email i received from the FOS saying ‘I trust you have received this and I look forward to your reponse’. QQ replied saying they had already responded on the day and to speak to my adjudicator! However, had they not have replied, I wouldn’t have heard anything from the FOS without calling a couple of times.
Its infuriating – why QQ think they are above the system of FOS complaints I don’t know. At some point they are going to be forced in to redress and they are purposefully delaying. Disgusting behaviour.
Charlotte says
2 weeks ago, I got an email from FOS saying they’d upheld my complaint for a number of loans with Quid Quid. They gave them a deadline of today to respond. I just chased my adjudicator and she replied with;
“In relation to when we can expect a response from Quick Quid – even though we have given them a 2 week deadline its likely to be a while before we can come to some kind of a resolution with them in regards to your complaint and many others similar to yours”
So basically even though they’ve given them a deadline of 2 weeks they don’t actually expect to hear from them anytime soon. Doesn’t sound like they’re going to chase them either. Quid Quid are an absolute joke!
Charlotte says
Just an update. Quick Quid have ignored the deadline and just haven’t responded. The adjudicator has just decided to send it to an ombudsman. She’s said it’ll take up to 4 weeks to allocated. So basically could take months to hear anything back. Whole process is pointless as Quick Quid will just ignore any deadlines or decision.
Lucia Cook says
Same for me – I’ve emailed Director Nick Drew with my thoughts on it. Won’t do anything but it’ll make me feel better!
Mr Drew,
Your company’s stance on FOS complaints decisions is a disgrace.
Myself and countless others have followed a process that has been accepted across the financial industry but for some reason your company thinks it is above this process.
The issue of over 6 year old loans has been clearly dealt with by the FOS but you are continuing to purposefully delay complaints being upheld by the FOS, forcing them on to Ombudsman ruling.
At some point, your company will be forced to comply – so why are you determined to make things as difficult as possible?
“In a statement, Nick Drew, UK managing director at CashEuroNet UK, said the company was one of the first in its sector to be authorised by the Financial Conduct Authority.
He added: “We are committed to good lending practices and to treating customers fairly, while ensuring consumers have access to trustworthy and affordable credit … Our business is profitable and growing, and we remain excited about the opportunities, especially in light of the diminished competition in the market.””
You are not treating customers fairly.
I look forward to my complaint being resolved but in the mean time, I hope that some thought is given to the thousands of complaints they you are delaying on.
Sara (Debt Camel) says
If you feel cross, you could forward that email to the FCA at consumer.queries@fca.org.uk.
Use a title with QuickQuid and the number 673738 in it, as that is their FCA registration number.
Give a couple of sentence summary of your case – how many loans in what years. Say your complaint is with FOS – give the FOS number – and you know the FCA can’t look at individual complaints but you want to let them know how unfair you think it is that an authorised firm should drag out the complaints for such a long while as many vulnerable customers may feel forced to accept a poor offer from QQ because they are desperate.
It won’t help your case directly but it may help to get things moving.
Amy says
We should all do this.
Lucia Cook says
Great idea Sara. I will do that. Its not just for myself but I do strongly feel that they really are being difficult for the sake of it, plain and simple!
joe says
Hi
Im really unsure what is happening now, they missed the deadline Friday but apparently can have another week, I’ve emailed QQ a few times who said they are dealing with a backlog but from what im now hearing on here im worried, im also getting no updates from my Adjudicator and if i call im basically told we have to wait and they have lots of issues with QQ. Also the person dealing with my case at QQ is based in America so im not sure how much they really care for the Ombudsman and deadlines, it seems big mess but looking back at comments last year everything seemed to be going OK, seems there’s been a change in tactic again! I thought this would be sorted but now it looks like the opposite again
Sara (Debt Camel) says
You have loans over 6 years I think. Last year nothing much happened except FOS making the decision it could look at the older loans in September and one or two test cases going through. In the last couple of months things have started moving. FOS is putting more pressure on QQ by pushing lots of cases through jurisdiction then adjudicator decisions. Watch this space, things are looking a lot better than last year!
joe says
Thanks Sara, yes my claims where for over 6 years and there seems to be claims above that have been paid out on but lately they seem to be arguing again!! My adjudicator pointed out in her findings that i was not aware of the time frames therefore they are happy for me to claim as QQ’s final response was that they wont consider because of this. I have phoned the FOS today who informed me its possible they will miss this extra week deadline and then respond once its sent to the Ombudsman! I have even emailed QQ and asked them to sort it out, i just hope its not delayed for another year as its a fair amount of money.
Sara (Debt Camel) says
“there seems to be claims above that have been paid out on ” only a tiny number last year. You now have a decision that FOS can look at these older loans and a decision from an adjudicator that some should be refunded. Trust me, this is real progress on what was happening last year!
joe says
Hi Sara
Thanks again for your reply, yes its progress but 2 weeks ago when i received the letter i thought i would be getting the money and now im worried, i know every case is different so no one really knows what will happen but im hopeful as they haven’t yet disagreed and was informed if they do they normally do straight away! Fingers crossed
daveyd says
This seems promising but yet confusing. My case has been with the FO since May 2017! (15 loans over 6 years, 5 within)
Any views anyone?
Sara (Debt Camel) says
Things are starting to move. The more cases that go through, the harder it is for QQ to continue to dispute the others on grounds which FOS has already explained are wrong.
Baz says
What are the options on how QQ may proceed on this? It seems like it would make sense to go back to look at adjudicators decisions previously rejected and accept alot of these. Or is it more likely we all just have to wait until it is picked up by the ombudsman.
Sara (Debt Camel) says
I am hoping QQ will accept more adjudicator decisions and also go back and make better offers to people waiting for an adjudicator decision and make better offers direct to new com0plaints. I’m an optimist!
Charlotte moule says
Quick Quid have ignored the deadline of yesterday and just haven’t responded. The adjudicator has just decided to send it to an ombudsman. She’s said it’ll take up to 4 weeks to allocated. So basically could take months to hear anything back. Whole process is pointless as Quick Quid will just ignore any deadlines or decision.
Liam says
Hi,
I found this site after looking for payday refunds after getting an email about wageday advance going into administration. It said I had an Estimated redress claim in administration: £3021.10, so thought I would check other payday loans I had with QQ at the same time. A quick workout from my bank details showed I paid roughly 5496.55 interest over 6 years, which was as far as I could check online with my bank. I have requested my details from QQ as suggested on this site using your email template. With QQ they had a system where you had a set limit you could withdraw from. I can’t remember how they marketed it. What do you think my chances are?
Thanks and keep up the great website.
Sara (Debt Camel) says
That sounds like QQ’s flexi loan product. Yes people are getting refunds from those accounts.
Stick in a complaint asap using templates here https://debtcamel.co.uk/payday-loan-refunds/. (That is the best place to ask any more questions.)
As it sounds as though it may be over 6 years old, the complaint may be slow but get it going and ignore any reply from QQ saying the loans are too old to be looked at – just send your complaint to the Financial Ombudsman.
See now if you can get earlier bank statements. If you can’t, make sure you at least have the last 6 years saved. Also take a copy of your Noddle credit account now as you want as much old information on there as possible.
Good luck!
Liam says
Many thanks.
QQ only show statements from 22/7/2013 but I can see charges on my banks account from 04/2012, which means it must go even further back. I will contact my bank directly and see if I can get earlier statements. I have downloaded my noddle credit report, and I still have all the historic emails from QQ.
Thanks again.
Liam says
I just checked and I actually started taking the loans in 2009.
Tracy says
I received confirmation from an adjudicator that my complaint regarding loans over six years can be looked into. They have wrote to Quick Quid requesting that loans 5-11 were unaffordable and requesting restitution including 8% interest. They have given quick quid until the 23rd April to respond, however I assume I will be in for a longer wait as most are currently experiencing. I have worked out the value and rough interest (roughly averaging 8 years) at around £2970. Has anyone had quick quid agree with the adjudicator and payout or are they all being pushed to the financial ombudsman?
Charlotte says
Quick Quid responded yesterday and asked for a 3 week extension rather than it going to an Ombudsman for a final decision! I’m just hoping they respond in that time and don’t ignore that deadline and just delay it going to an Ombudsman. I have no idea what they’re doing but they’re definitely delaying at every stage. You’ll definitely get your money, is just a question of when.
Sara (Debt Camel) says
I think judging by the number of comments here QQ may have had several hundred decisions land on their desks in a very short period.
Low low Lola says
I too have had a judgement against QQ made in my favour By the adjudicator on 5th April . Six loans in total, loans 1 to 2 not upheld, 4 to 6 upheld . the loans stem from 2011 to 2012. My complaint was submitted to the FOS in January 2018 so over six years but within the 3 years of reasonably knowing I could raise a complaint. I think the case of irresponsible lending is clear cut in my case, large loans with repeated extensions whilst having several other PDL. . thankfully I had bank statements and other evidence to support my claim . I I’m expecting this to take a few months more, but I will update progress as and when it happens.
Tony says
Update.
An adjudicator has upheld loans 3,4,5,6,7,10 and 11 out of 11 loans taken from QQ between 2009 and 2012.
They didn’t uphold 8 and 9 as there was a 2 year gap between loans 7 and 8.
I borrowed 10K and paid off a large amount of debt which is the cause of thus 2 year gap, do you think it’s worth arguing this with the FOS as my financial situation never actually improved.
Given until 23rd April to respond, no doubt this will be another one to add to the ombudsman queue.
Sara (Debt Camel) says
Had you made late payments or defaulted on 5,6,7?
Tony says
Nope, only on the last loan.
I kept up to speed for years, all of these loans were rolled over multiple times and later ones were a “flex credit” account
Sara (Debt Camel) says
You can ask the adjudicator to look at it again but they probably won’t change their mind. The approach is that after such a long break it’s like a new start, so the first frew loans are again disregarded.
BUT if QQ drag it out to the ombudsman level, definitely say you want 8 & 9 reconsidered.
mark says
i put in a complaint to quick quid for redress last week. So far they have been reasonable. My loan account showed no loans outstanding when i logged in. They sent a email to me with a link to download all my loans, which numbered 10, most of which where in consecutive months followed by a 1500 flexi loan at the end.
We will see how this unfolds. i told them in the email to look at my complaint without access to my bank statements etc, advising them that when/if my complaint was forwarded to the Ombudsman that information would be provided to them. Have also submitted complaints to a number of our pay day lenders, all of whom have responded bar MoneyBox 247.
Milly says
Have just had update adjudicator upheld all bar loan one out of 11 loans. Suggestion of refund if interest etc and removal of data from credit record.
They have till end of month to get back to them with an offer, I’m not holding my breath that it won’t have to go higher but fingers crossed.
Milly says
Complaint sent 30th October, initial response outlining what they would do received 8th Nov, and transferred for review end of Nov.
I think that’s all pretty quick and the possibility of having this settled end of the month is fantastic. I’m not holding my breath however, the longer it goes on the more interest there will be.
Total amount by my estimation should be around £16,000!
Myles says
Great, thanks. I submitted mine around the same time, although it wasn’t assigned to an adjudicator until March. Hopefully it all works out for you!
Lucy Nicholls says
I have 18 loans from 08/04/2011 to 01/10/2012 totalling £11,265.79 (interest £3,077.73), do you think its worth going to fos? I have registered complaint with QQ but after reading this thread doesn’t look promising as they keep delaying.
Sara (Debt Camel) says
It definitely is! That is a LOT of borrowing, about 1 loan a month, and a LOT of interest.
FOS are now making QQ reconsider some of these cases and that means the delays at FOS should become much shorter. Things are going to be looking a lot better soon. If QQ reject or make you a poor offer, send it straight to FOS.
Lucia Cook says
Hi All, I spoke to the FOS this morning about my complaint. After submitting to FOS in March 2017, an adjudicator upheld my complaint a few weeks ago. Asking QQ to refund on loans 3-11 (all over 6 years). QQ have said no again, they still dont think it can be looked at. Apparently my adjudicator is going back to them with evidence of exactly why they must look at it, and also said that higher authorities are speaking with QQ to get this resolved once and for all and to put a definite proccess in place that QQ should adhere to for over 6 yr loans.
Lucia Cook says
And just had this email:
Thank you for your emails. I apologise for the delay in responding.
I can confirm Quick Quid have responded to our assessment dated 21 March 2019 where they still think the complaint shouldn’t be looked into. We’ve been doing some work with Quick Quid to resolve these types of complaints and should be receiving a revised response soon.
As soon as we get this, we’ll be in touch to let you know what they say.
I hope this clarifies the situation.
Yours sincerely
joe says
Hi Lucia
I was under the impression they could no longer reject on this basis??
Lucia Cook says
Well the FOS clearly thinks so but QQ are a disgrace! They are basically holding up complaints for no reason. Shocking really.
Stefan says
Good morning,
Can somebody please advice me on this situation:
I have taken out several payday loans with QuickQuid between 2010 and 2011. Due to my circumstances back then, some of them I paid them off and soon after that I applied for a new one or I had to rollover them.
I just found out about the payday loans refunds a few weeks ago and I tried several time to log back into my account with them but couldn’t.
I just got in touch with them by phone and I have been told that my account, my details have been deleted.
My question is,
Can I still have a case on them to get any refund back on those loans?
I still have the Customer number, all the emails with the confirmation of every loans that I took and I might have the bank statements for that period.
Thank you very much!
Sara (Debt Camel) says
I am very glad you have all the loans details – this would be a good time to set about getting your bank statements for that time – don’t delay on that.
Get back to QQ and send them a list of your loans and say you want them to consider your affordability complaint. If they say no, send it immediately to the Financial ombudsman.
Stefan says
Thank you Sara for getting back to me. I have been told that they no longer have my details on their system. They said that after 6 years they need to delete customer’s details from their system.
Do you think I stand a chance?
Sara (Debt Camel) says
YES ! With the Financial Ombudsman if not direct with QQ.
SWEETS_77 says
Hi Sara, I had >6 year claim rejected by QQ which I subsequently took to the FOS. I’ve today received my decision upholding 5/6 loans were unaffordable and they should refund all the interest/ charges etc and pay the 8% annual interest. Thought I’d share this to give hope to everyone else in this situation.
joe says
Hi Sara
So have they paid out then? They seem to be rejecting some again reading though. They’ve just missed the 3rd deadline to respond to mine so getting rather annoyed.
Thanks
Lisa says
Hello I have submitted my claim today to pounds to pocket / on stride and they have replied asking for the usual bank statements etc but also want me to answer the question below? I haven’t seen any threads on this and not sure if they are trying to goad me into saying something they can use against me! Any advice pls?????
• How long did it take you to realise that On Stride might have been responsible for any financial difficulty you faced?
FYI the loans are from 2011 but I hadn’t realised until wage day advance contacted me recently you could claim unaffordablility! So I will be citing that I have only found that out in the last 3 years.
On a positive note it’s comforting to see so many others fell into the same trap. I was a single
Mum with over 10 pay day loans and it was a horrible time. Now I don’t feel quite so Silly!
Sara (Debt Camel) says
So you have a simple answer. You didn’t realise that the lender should have checked on affordability until you received an email from KPMG, the Administrators of Wageday Advance this month. That’s all you need to say.
Do you have all your loan details?
Liam says
Hi,
I got a response through today via email:
I acknowledge receipt of your complaint and I am sorry to learn of your dissatisfaction. We take complaints seriously and confirm that we will be conducting a thorough investigation into your concerns.
Please refer to our Complaints Handling Process which is located at the bottom of our ‘Contact Us’ section of our website /contact-us.html). We appreciate you taking the time to read this as it explains how we will deal with your complaint and when you can expect to hear from us.
To help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of redress), please provide us with the following information as soon as possible:
• Bank statements (at the point/s you took out your loan/s with us)
• Payslips (at the point/s you took out your loan/s with us)
• Any additional information relating to your financial circumstances (at the point you took out your loan/s with us)
• What is the date of your first loan?
• How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
If you need to contact us in the meantime, please do not hesitate to do so on the contact details below.
What should I reply? I obviously don’t have payslips. The loans were between 2009 and 2016.
Very quick response from them so far. I only sent the second complaint email on the 11th of April.
Maria D says
That’s a standard response I’m afraid. I got the same within days of writing to complain last year. I then sent them all my bank statements from the time I had loans, demonstrating the poor financial position I was in and within days of QQ receiving them, they sent me another standard letter saying my claim was rejected.
On Sara’s advice I have referred to ombudsman (Oct 2018), and although my complaint has been acknowledged by them, it hasn’t yet been assigned to anyone.
It is a very long drawn out process.
Sorry
Liam says
Thanks.
Best to get it to the FOS as soon as possible I guess.
liam says
Hi again,
Why do they ask “How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?”
What are they trying to cover with this?
Sara (Debt Camel) says
I have added a new “QuickQuid asks for more information – what should you reply?” section to the article above that covers this.
R says
Afternoon so I had approximately 35 loans from 2013 to 2018 with quick quid most had top ups and I had other payday loans at the time. My case has been with the ombudsman since November and have heard nothing. They made me an offer of £16 which is when I went to the ombudsman. How long do these things usually take?
Sara (Debt Camel) says
it’s usually about 6 months at the moment until a case is picked up.
R says
Thank you for your reply Sara
My loans were between £500 and £1500 do we know what sort of thing the ombudsman uses to assess affordability?
Sara (Debt Camel) says
There isn’t a simple checklist but one thing is the amount of repeat borrowing. Your case sounds like a “long chain” case where all the loans after a ceertain point are usually refunded unless there are very large periods when you had no borrowing fro the lender.
Baz says
For your information Maria, Liam, Joe, Stefan, Matt.
I put in a complaint in August 2018. It was for 7 loans after 2015. My complaint was rejected quickly and I went to adjudicator. Got assigned an adjudicator strangely quick in December who ruled in my favour loans 3-7. This was rejected by qq immediately and the adjudicator sent it to the ombudsman mid December. Out of the blue I got a letter from ombudsman on Monday stating he has agreed with adjudicator. I have spoke with the Ombudsmans office telling them I accept their decision and they have said it is now legally binding. I await qq to respond to me with details of settlement and to make payment.
That gives you an idea of my timeline, however I know there are a lot of people who waited a lot longer than me for both an adjudicator to be assigned and for an ombudsman to pick up the case. So my advice is that patience is the key and don’t get too emotional over it. See it as a bonus if you receive it.
Also, Matt, with regards to QQ going same way as Wonga, Sara has stated she doesn’t believe this is the case, there accounts are strong, they have a strong American parent company and they are hoping to capitalise on reduced competition in the market with Wonga and Wagedayadvance going bust. Never say never but they seem to be one that are ok. I am awaiting payment from Myjar, cant help but think to myself I hope they don’t go bust !!
Liam says
Thanks for the info.
Will wait and see what they say.
I think I have a pretty solid case. Most probably well over 10k in interest.
Regards
Matt says
Hi Baz
Nice one on your result, good news.
I have one waiting for an Ombudsman’s decision. It has been waiting there since December 12th 2018. I scrapped the over 6 year loans originally but QQ still rejected Adjudicators findings. Redress is potentially about £9k. I would have another £3k on older loans too.
Purely me speculating but I just fear that the QQ potential redresses are going to be of epic proportions if the FOS can make QQ pay on the older loans and the after 2015 ones.
Joe says
Well after 2 years about a month ago I received notice the Adjuactor had ruled in my favour, after QQ missed the 1st 2 week deadline, then the 2nd week extension they asked for 3 more days, today they responded to say they reject the findings because they believe i was aware I could have complained within the 6 years because I worked at a finical company when I applied (I was in insurance), because they had advised in all emails the complaint address and because I entered a debt management plan I must have been told about how to complain! I’ve responded explaining why this is incorrect and quite frankly a joke and will see what the ombudsman says tomorrow!
Sara (Debt Camel) says
I don’t think the ombudsman will be impressed by those arguments!
I really wish people in a debt management plan were told how to make these complaints. They aren’t today, let alone years ago before these complaints started in 2015.
Lucia Cook says
Joe – your situation is much like mine! I work in Financial Services and entered in to a DMP. I wasnt aware I could complain until I stumbled across this website and complained that day!
Joe says
Hi Lucia
Have you heard back at all? I’ve replied explaining it’s complete rubbish and they’ve effectively proved my point by saying I could have complained while in a DMP because why wouldn’t I have done so then had I been aware it makes no sense!
Joe
Lucia says
Well I have kicked off directly with QQ direct to their top man and finally got a response:
Our senior team is now handling your case. Please accept our apologies for any frustration caused by the length of time that this case has been outstanding. It is not our intent to delay the process any further. Your comments are important to us and we are working to fast track resolution.
At this time, your adjudicator has provided their recommendation and asked for us to advise whether we agree or, if not, to provide additional information. We responded on 22 March 2019 with additional information in response to the adjudicator’s assessment. We have been awaiting further correspondence from the FOS in order to resolve your case.
We will provide you with an update no later than end of day on 23 April 2019. Please allow us this time and we appreciate your patience.
Graham Sargent says
Done a complaint to quickquid via resolver – got this response to my initial contact
We acknowledge receipt of your correspondence and/or complaint. We take complaints seriously and confirm that we will be conducting a thorough investigation into your client’s concerns and will respond to any inquiries or requests for information. Please carefully read below and where appropriate, forward any necessary information to us as soon as possible.
In order to locate your client’s information in our system and ensure that you are authorized to act on their behalf, please provide the following if you have not already:
• Client’s full name
• Date of birth
• Address
• Signed letter of authority
3. Complaint – Irresponsible lending – to help us reach a fair complaint outcome in a timely manner (and where appropriate provide an offer of compensation), please provide us with the following information as soon as possible:
• Bank statements (at the point/s your client took out their loan/s with us)
• Payslips (at the point/s your client took out their loan/s with us)
• Any additional information relating to your client’s financial circumstances (at the point they took out their loan/s with us)
• What is the date of your first loan?
• How long did it take you to realise that QuickQuid might have been responsible for any financial difficulty you faced?
The provision of your client’s financial information will support a full and complete investigation.
Graham Sargent says
Questions over last comment
How do I get a signed letter of authority from resolver
I don’t have bank statements, payslips or the date of my first loan – loans spanned 2008 to 2012 can I get bank statements from 11 years ago?
I was in a debt spiral with qq and many other lenders and I have emails from back then from multiple lenders as well as a debt management company
Sara (Debt Camel) says
This reply was addressed to resolver not to you. Resolver have to supply your signed letter og authority (which you gave by using their website to submit a complaint) – you do not have to provide theirs.
You don’t have to provide any of those details, BUT you should try to get old bank statements – this can be done from closed bank accounts.
It is possible that QQ has deleted your loan details – in which has as much evidence as you can find is going to be necessary.
Kellie says
Hi everyone
Ive been following this thread and the paydayuk one since May last year when having read the success stories on here from using Sara’s advice, I decided to start the process myself.
I had 29 loans from 2011 to 2014 stuck in a continuous cycle of borrowing hours after paying the first one back.
A quick time line of my experience with qq
May 2018-contacted qq to ask for loan details and start affordability complaint
June 2018- qq disagreed and did not uphold except for offering a refund of £12
July 2018- sent to FOS
Sept 2018-FOS asked if I wanted to disregard earlier loans over 6 years.
Dec 2018- assigned adjudicator
31st Jan 2018- adjudicator upheld loans 10-29
Feb 2019 qq disagreed with adj so complaint put in queue for ombudsmen.
Early April- email to say it was now assigned to an ombudsmen
Today I received a letter in the post from the ombudsmen with a final decision to uphold my complaint and instructing qq to refund loans 10-29 ( 1-9 were outside the 6 years so in sept I told the FOS I was happy to not have those considered in the interest of not delaying any further)
I just wanted to say a huge thank you to Sara for all your efforts and time invested in helping others take back some control.
I’ll be contacting FOS on Tuesday to accept the offer.
Do I then need to contact qq to give them my bank details????? Or is this done by the FOS?
Stefan says
Hi all,
So if my loans with qq were between 2010 and 2012, obviously over 6 years, I don’t have a case?
Thanks
Sara (Debt Camel) says
Hi Stefan – no not at all!
FOS is upholding cases where the loans are more than 6 years old. Until now, these cases have gone MUCH slower at FOS, so if someone only had a small num,ber of loans over 6 years, it usually made sense to drop them. Often someone won’t get a refund for the first few loan anyway – by agreeing to drop the first 9, Kellie got a refund on the next 21 much quicker. If she had wanted them all considered it could have taken a lot ling for her to get arefund on 23 or 35 say.
And the good news is that now it seems likely that these older loans cases will be starting to move much faster.
Kellie says
Hi Stefan.
This was back in September when the over 6 years cases were being really held up. As Sara says, as the first few can sometimes not be upheld and they were for small amounts to start with I made the decision to just drop them. I didn’t have to though and people are now having some success with over 6 years.
Stick with it and best of luck!
TC says
Hi Sara
Apart from the two published over 6 year complaints I have seen the FOS uphold (reported at the end of last year) have you got an idea of how many recent ones have progressed through the adjudicator to QQ. It looks like a lot of activity in the last few weeks but still looks like QQ are rejecting cases (albeit on very dodgy grounds). Are there any recent success stories? I am awaiting QQ to respond to the adjudicator findings, initial response due in 3 days- my circumstances are about to change significantly (partner is being made redundant on 5th June and no chance of universal credit payments to tide is over until pension payments kick in at end of October) I have very roughly worked out the cost of redress from QQ as (£2250) which would really be a saving grace over coming months.
Sara (Debt Camel) says
It sounds as though dozens, possibly hundreds, of adjudicator decisions have been taken over a short period. I am expecting them to start agreeing with some – I can’t say what proportion though.
Why can’t your partner claim Universal credit?
TC says
Hi Sara
Because universal credit only look at my take home pay which on paper just takes us over the household threshold of eligibility. We have told them about our outgoings and debt but this is not being considered.
Apparently job seekers now is based on household income as well and not on individual needs. This was information given at one DWP meeting at the job centre so haven’t got the full information yet. We won’t know for sure until my partner actually signs on which they can’t do until they are officially out of work.
The money from QQ if received would be a massive help at the moment. I made my initial complaint back in October 2017 and seems like there is some progress but have seen many people on here stating that there deadline determined by the adjudicator was at the start of this month- just haven’t seen anyone say QQ agreed with adjudicator and have agreed to pay out. I may have missed some emails though.
Sara (Debt Camel) says
Read https://www.entitledto.co.uk/help/jobseekers-allowance – if your partner has paid enough NI contributions they should get at least some help because of this.
Fingers crossed your QQ refund is agreed as well as soon as possible.
Darren says
Adjudicator has told quick quid to pay me my refund from 2012-2012 loans
Totalling £4500
2 loans of £800 rolled over for 6 months each
Theo other 6 were loans between£200 and £500 which I paid off end of the following month
Here’s to a pretty good windfall
matt says
Update
QQ complaint.
It has been waiting for an Ombudsman to review since being referred by an adjudicator on 12/12/18 after QQ rejected their findings. I have received a letter from the FOS today apologising for the delay on my complaint but I won’t likely hear from the FOS for another few months because of how busy they are. Frustrating, the potential redress is likely £9k plus if they agree with adjudicator.
Kellie says
Hi matt
So I received my letter with ombudsmen final decision dated 17th April on Saturday. This morning I received the same letter as you also dated the 17th April!!! I have already accepted the offer and the FOS have let QQ know this.
Even though you’ve had that letter hopefully it won’t be too much longer for you. Best of luck!!
Darren says
That’s shocking . The adjudicator has advised me they owe me over 2grand and they have to respond by 2 May .even my adjudicator says there’s not much point in appealing as it’s bad unaffordable lending to me in their part
Kieran says
I had an adjudicator 3 weeks ago with a deadline of 16th Apr for QQ to respond. I have received this latest update today(more delays);
Apologies for the delayed response, I was out of the office unexpectedly before the Easter break.
Quick Quid has asked for a three week extension to respond to my assessment of your complaint. As a Service, we’ve noticed that CashEuroNet has been requesting these extended deadlines across a number of complaints and are completing an internal review into this matter.
At the moment, we’re collating this information for ongoing talks with CashEuroNet and how we are going to approach the matter. As soon as I have an update, I will be in touch to let you know what this means for your case or if I receive a personalised response to my assessment.
If you have any questions please don’t hesitate to get in touch.
Darren says
Sounds like they are just being downright obstructive and delaying the inevitable. From what I’ve read in different forums , they pay out … they just drag it on .
It makes no sense … idiots
C says
Had a letter from the FOS today about my QQ complaint. 3 months after it went for adjudicator to ombudsman.
They apologise for the delay and explain its likely to be several more months yet.
Although my claim hasn’t got any over 6years and all are before 2015, I do know that there’s a lot of QQ claimants who’ve been waiting many months if not years for theirs so only right you go first.
Just glad to be kept on the loop by the FOS to be fair.
Cheers
C
Trevor says
I put my case into the ombudsman for the numerous loans I had with back in February 2018. QuickQuid I got a response after the 8 week time period with resolver.co.uk and I was offered £650 from QuickQuid which when I worked out the total interest with my old bank statements it was more in the region of £3000. So after the 8 week period for a response I kindly rejected the offer and headed directly to FOS in April 2018. After 5 months 7 months waiting an adjudicator decision I finally received a decision which ruled in my favour and late November 2018. Adjudicator proposed their decision to QuickQuid which they refused to pay and suggested an Ombudsman look at this which I can only guess as delaying tactics. My complaint is still waiting an Ombudsman to pick up and look at and this was back in November 2018? We are soon to be in May 2019. This whole process so far has taken in excess of 15 months with more time waiting for the Ombudsman. Will keep you posted but I can’t imagine an answer any time soon. Will be checking back the middle of June 2019. But the process is not a quick one.