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    • "Under the rules of the Financial Ombudsman Service, I'm required to ask Mrs B to accept or reject my decision before 11 May 2021".   I'd have thought it's a no-brainer isn't it?  You need to inform the FOS you are rejecting the decision irrespective of whether you get a reply to any SAR.  I don't see that any SAR response could possibly lead you to accept their decision.   (Unless I'm missing something obvious, there is no downside in rejecting the FOS decision, is there?  I presume there are no costs involved?)    
    • Hi   You are more than welcome as we are here to help.   What you have here are 2 seperate issues.   1. Rent Arrears/Termanation of the Property/Warrant for Possession   With the Rent Arrears I would advise to enter a Payment Plan but you must be aware that they will ask for your income & expenditure to set this up and if you default on the Payment Plan even just one payment they will reserve the right to withdraw that Payment Plan and proceed with Court Action so you must be fully aware of that.   I would also advise writing to them that you wish to Terminate the Tenancy of your Property (insert address) from reciept of this letter as per the Tenancy Agreement.  (if you do it this way and they accept that rather than going to court for warrant of possession to end your tenancy of that property you will only have whatever the time limit is on ending tenancy in your original agreement rent added to the rent arrears rather than all those added court costs etc.)  If you do it this way I hope they accept this and fingers crossed.   2. The way they obtained your present address via facebook and then turning up at your address without notification.       In there letter they ask what outcome you are looking for now this is only my thoughts:   1. That they argee and accept a Payment Plan for those Rent Arrears.   2. That they agree to accept your letter to End the Tenancy of your Property as per the Tenancy Agreement Signed.   3. An apology for the way your staff pouported to be a buyer of an item I was selling on Facebook only to obtain my new address and then your staff appearing at my new address causing me distress and anxiety by the way the acted at my property.   These are only my thoughts on the matter but you can change or amend anything to suit yourself    
    • did you inform lowells of your current and correct address during your earlier exchange before they issued the claimform? do you have the particulars of claim and know what date this account was opened? if the date was after you moved out you have a good case this was identity theft.   there is no rush doing the N244 get your ducks in line 1st.   dx  
    • How long do I have to send the set aside form to  court? I am filling the form I will send it very soon  in question 10 which kind of evidence do I have to send?   Thank you    
  • Our picks

    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
      • 32 replies
    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
      I opted for mediation, and it played out very similarly to other people's experiences.
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
      Many thanks, stay safe and have a good Christmas!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
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Good news, Cash Genie will no longer issue any loans at all, so hopefully less people will get in trouble in the future, just got this email out of the blue:


Dear xxx


As a valued customer of Cash Genie we would like to take this opportunity to highlight a few changes we have made:


Cash Genie has made the decision to change our opening hours. We will now be open Monday to Friday 9.00am-4.30pm and will remain closed on a weekend.


Cash Genie has also taken the decision to cease any future lending, therefore we will no longer be in the position to provide any further short term loans. If you do have an outstanding balance with Cash Genie you can still make payments via your members area or by calling us to make alternative arrangements.

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Not surprising. They were one of the worst and it seems the FCA cracking down on these lenders is having the desired effect. Theyre likely getting out as fast as they can before they get caught.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks


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I had the same email yesterday. However i have an officialcomplsint being investigated by them. I am trying to get my rollover fees returned. Im about a month in now and got fingers crossed. I got the idea from reading other posts on here. Big thanks to all you guys for your invaluable help.

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similar situation to thread in minicredit forum, you would have to be dubious about whether they would honour complaints or pay redress if they are going out of buisiness. there doesnt seem a way that either fca or fos can force them to set aside funds either

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Well worth a shot though :) Youve nothing to lose and everything to gain.

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks


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  • 3 weeks later...

3 people I know here in Cambridge all had (and have subsequently lost) jobs with Cash Genie - they used to make the 100 mile round trip to Ipswich every day as the pay was worth the drive! 2 were just standard phone hasslers chasing debt, and were on ~£25k plus incentives for sitting at a desk al day. The other was an Account & Loan Manager, he was on nearer £40k! He's also been given a massive redundancy package meaning he can have a year off work if he chooses without money worries. Just shows how much these companies really were making from vulnerable people.

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  • 1 month later...

Hi Guys

today the ombudsman as got back to me regarding cash genie. Even though Cash Genie rejected my complaint I got a result they are refunding 265 to me. here is their email.

Hi B

I just wanted to update you about your complaint. I’ve not yet fully investigated your case but Cash Genie have been in touch with me to discuss some points.

Cash Genie have put forward an offer based on interest re-calculations. This is something that they have been working with the Financial Conduct Authority on, where they are historically repaying any interest that may be owed to consumers.

They have suggested that to settle your complaint, they will refund you £260.

If you’d like to accept this offer then please let me know as soon as possible.

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