Thanks for your advice I receive a letter from Arrow to contact them to process my refund.

thank you I will email this now and will send by post tomorrow

Can I send this letter of claim by email. If I can I will CC Arrow. Here is the Ombudsman decision. Arrow did not sent me statement showing the adjustment Final decision Complaint by: xxxxxxxxxxx Referred to as: Mr L Complaint about: Arrow Global Limited Complaint reference: xxxxxxxxxxx Date of decision: 30 March 2022 The complaint Mr L complains that Arrow Global Limited didn’t apply a Payment Protection Insurance (PPI) refund to the outstanding balance of a debt. What happened In November 2015 Arrow purchased a debt in Mr L’s name from another business (I). Mr L went on to make a successful PPI complaint and was awarded £242.82. I says it contacted Arrow to reduce the outstanding balance on several occasions going back to 2017. Despite requests by I, Mr L says Arrow has failed to reduce the outstanding balance. Mr L referred his complaint about Arrow to us and it was passed to an investigator. They upheld Mr L’s complaint and recommended that Arrow reduce the outstanding balance by £242.82 and pay him £55 for the distress and inconvenience caused. Despite several follow up requests, the investigator didn’t hear back from Arrow. As a result, Mr L’s complaint has been passed to me. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Our investigator upheld Mr L’s complaint as they thought Arrow had failed to show it had applied the PPI refund to the outstanding balance. They thought it was more likely than not that the restructure of Mr L’s account required hadn’t taken place. It should be reasonably clear whether the PPI refund was applied but Arrow hasn’t sent evidence to show that. It’s clear there has been a reasonable degree of back and forth between Arrow and I concerning this matter over the years. The contact notes indicate I first got in touch in 2017 to request a balance reduction. Arrow’s contact notes show it received contact from I in September 2020 but I haven’t seen any evidence to support its claim the debt was then reduced by £242.82. As Arrow hasn’t responded to the investigator’s view and I haven’t seen evidence to verify its claim it acted on I’s instructions, I’m going to uphold Mr L’s complaint. I can see the issue has cause some distress and inconvenience to Mr L, so I’m also awarding £55 to reflect that. My final decision - My decision is that I uphold Mr L’s complaint and direct Arrow Global Limited to settle as follows - If it hasn’t done so already, Arrow should reduce the outstanding balance of Mr L’s debt by £242.82 - Pay Mr L £55 for the distress and inconvenience caused On settlement of the complaint, Arrow should provide Mr L with an up to date statement of his account showing the reduction in the outstanding balance. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr L to accept or reject my decision before 27 April 2022

Good morning Kindly check if my letter of claim if ok now to send thanks XXXXXXXXX XXXXXXXXX XXXXXXX XXXXXXX 08/08/2022 Drydensfairfox Solicitors 10th Floor, West One, 114 Wellington St, Leeds LS1 1BA Dear Solicitors This letter serves as a formal demand for payment of my overpayment in the amount of £148.50. This amount is the overpayment after the adjustment of my account. If my account was adjusted as what Arrow had said that they did last September 2020 then it should have reflected in my balance but this did not happen and I had paid until the last payment as what my remaining balance and not knowing after my final payment that I have already overpaid. I received a PPI payment from Canada Square, part of this was paid out to Moorgate to pay some of my debt. This debt had actually been sold to Arrow in 2015, so the payment should have been made to Arrow. This took place in 2017. I communicated to Moorgate to transfer the amount of £242.82 to Arrow as they are now the one dealing with my account. Moorgate replied to me that they sent a request to Arrow to adjust my balance on November 2017 but this was ignored by Arrow. Even after communication with then they just denied that there was no payment received. It was only then Arrow started to action when I complained to Ombudsman about this case wherein, they said that they have adjusted my account last September. I emailed your office to continue to chase my refund but according to you that you are still waiting for Arrow response because the overpayment was due to the adjustment. I have also the Ombudsman decision which I will attach with this email. If I do not receive the total amount of £148.50 by 8th of July , I will promptly file a claim in small claims court. Sincerely,

who should I send the letter to Arrow or Drydensfairfox solicitors who have been dealing with my account at present

Ombudsman responded today but nothing because he said that it was not part of the decision. So I would register to Money claim first and fill a form?

Is there any other way to get my refund because Arrow is just ignoring and according to Ombudsman . The decision said that Arrow needed to reduce the balance of your outstanding debt by £242.82 and pay £55 compensation. because it was now overpayment this is not part of the decision, but my argument is I over paid because the adjustment was only done lately so my balance was adjust until I over paid Drydensfairfox Can I do this in small claim and If I can what is the process? Thanks

This is the reply of the adjudicator and this is more than a month now I am sorry they have not yet refunded the money. I have not heard back from their either, so I have escalated this with someone in my ops contact support team, I think this should speed things up, I will let you know when I hear back.

I just want to ask advice with regards to this case. I have an ombudsman decision and told arrow to deduct the PPI payment made to them and also to pay me compensation for the stress they did to me. They paid me the compensation and they said that they had deducted the amount October 2020 wherein they had deducted it on my balance. Last March 2022 I paid my last payment to Drydensfairfox solicitor as they are now the one dealing with my account and not knowingly that I have overpaid already. I emailed Drydensfairfox to request for a refund but they said that they are waiting for arrow if they can refund me my over payment as this is because of the adjustment and until now Arrow has not responded to Drydensfairfox. I have informed my adjudicator wherein he also contacted Arrow but did not have any reply. Would this be not part of the Ombudsman decision? What else can I do to get my refund?

Thanks DX I will send it to FOS. BB keeps emailing and texting me about the offer

What I mean is if I go to FOS and FOS will not uphold my complaint then I will loss my chance of clearing this loan but what are the chances that FOS will not uphold my complaint?

Thanks DX100Uk. What are the chances that this might be reversed by FOS and say that Bamboo does not need to pay me back? Just a query. Thanks

Just want to ask advise I made a complaint for an unaffordable loan with bamboo and they had their final response and offer a settlement. Should I accept the offer. Their offer is the same amount as my remaining balance to be paid. here are my loan details Loan Reference: ............. ....... Agreement Date: 14/05/2019 25/10/2019 Loan Advance: £2,000.00 £629.09 Settlement Amount (to be used to clear any existing Bamboo loan): N/A £1,781.38 Interest Amount: £1,483.68 £1,305.60 Total Amount Payable: £3,483.68 £3,716.07 Repayment Term: 24 months 18 months Monthly Repayment: £145.15 £206.45 Total Repaid by Customer: £725.75 £2,529.76 Status of Loan: Closed Open with TBI Summary from their final response In summary, Bamboo believes it made a fair lending decision in approving your loans after carefully considering your circumstances and affordability and we are therefore unable to uphold your complaint. At the time of your applications, we could only rely on the income, expense, and credit information available to us from third party resources such as TransUnion and the information provided by you. We believe that by providing you with a detailed response to the points you have raised in your complaint, we have demonstrated that each loan was sustainably affordable for you without placing you into financial hardship and that we undertook appropriate and proportionate checks before we agreed to lend to you. We are however surprised and disappointed to hear that you are unhappy with Bamboo agreeing to lend to you and whilst we are happy that we acted appropriately, there is considerable cost to administering complaints such as this. We are therefore prepared to make a goodwill offer with the intention of helping you repay the outstanding loan faster than scheduled. The offer, which is made in in full and final settlement of this complaint in relation to Bamboo loans referenced .... and ...., is to reduce your balance by £1,305.60. This is equivalent to all of the interest on the (current) loan. If you are happy to accept this offer then please confirm your acceptance by replying to this email, we will then ask TBI Financial Services Ltd to update your account accordingly. If you do not currently have a payment plan in place with TBI Financial Services Ltd, then please can we ask that you contact them on 01189 313 800 to discuss. However, if you would like to discuss anything further, please reply to this email at [email protected] or alternatively call us on 02382 140616. We hope that you fully understand the outcome achieved. You have the right to refer your complaint to the Financial Ombudsman Service free of charge, but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will 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. For further details about the Financial Ombudsman Service please visit their website at www.financialombudsman.org.uk/publications/consumer-leaflet.htm. Should you wish us to send you a leaflet with more detail about the service they offer, we would be happy to send you one in the post at your request. We also enclose a copy of our Complaints procedure. Please note our offer will be withdrawn if not accepted within eight weeks, or earlier in the event of a referral to the Financial Ombudsman Service. If you require more time to consider this offer, then please contact us to request an extension. Thanks in advance for any advise

I have been in contact with the Ombudsman and this is their reply today I was in touch with my contact here at ops support just on Friday who chased Arrow again. I may have to take a view on this soon to decide what the next steps are if we do not hear back imminently. I appreciate your patience and will be in touch again soon

Just a question what would happen now that Ombudsman had already decided to pay me with the interest and compensation but Arrow is ignoring the decision and it has been more than two months now that the ombudsman said that the were chasing arrow but they are not replying I thought that once the ombudsman had decided then they should follow the decision.