I've just recieved this by email :
I am sorry for the delay in replying to your complaint. 11 August 2019
We have written to you separately to explain that Instant Cash Loans Ltd[/The Money Shop] is planning to go into a Scheme of Arrangement, which wil set a process for considering and, where appropriate, paying claims such as yours.
It would not be fair to consider some customers’ claims before the Scheme and others in the Scheme, as the outcomes may be different, so we are not able to make any new offers before the Scheme.
The Scheme, if customers vote for it, and the court gives its approval, is expected to come into force in October 2019.
We wil register your complaint in the Scheme, though we may have to write to you to request further information.
We wil do that through a Scheme Portal we are setting up, and you wil receive log in details for that site soon.
You wil receive an update from us after the Scheme is effective te ling you what your redress offer is, though this may not be until the middle of 2020.
You wil receive your payment at the end of the Scheme, which is expected to be before the end of 2020.
This is because we have to consider everyone’s claim before we know what offers we can make.
The Financial Conduct Authority / regulations on complaints-handling gives a business eight weeks to respond to a complaint and, as this time has passed, this means you have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
However, because we are proposing the Scheme, we understand the Ombudsman Service is unlikely to look at individual complaints until they know whether the Scheme is approved. If it is, they may dismiss any complaints and ask the customer to go through the Scheme process instead.
You can find out more information on its website at www.financial-ombudsman.org.uk.
The Ombudsman also might not be able to consider your complaint if:
* What you are complaining about happened more than six years ago; and * You are complaining more than three years after you realised (or should have realised) that there was a problem.
If this is the case and the Ombudsman agrees with us, they wil not have our permission to consider your complaint and so wil only be able to do so in very limited circumstances.
For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
A leaflet from the Financial Ombudsman Service is enclosed for your information and you can visit their website at www.financialombudsman.org.uk.
Should you wish to contact me with any further information or queries regarding this issue, please either telephone or email us using the details below and quoting the reference number above. Our telephone opening hours are from 9am to 5pm Monday to Friday. Yours faithfu ly,