QQ Irresponsible Lending query

[joncow75]

The letter from the FOS gives a Ms Clare Hardy as contact for complaint. Has anyone had any dealings with her, know her position within the business, or an email address I could contact her?

[fkofilee]

Jon .. For now I'd follow the process wait for the full final response and refer via online to the FOS..

[dkityo]

Hi joncow75, I too am in a similar situation with QQ.

 

Have been using then for roughly 3 years and have 27 loans (month after month at times) according to my loan history on there site, and borrowed roughly 10k.

 

I know I shouldn't have used them, easier said than done given the position I was in and like a lot of people it spirals out of control very quickly.

 

Reading this thread has given me confidence in the fact that they have been lending irresponsibly, and I am going to also begin the process off taking them to the FOS.

 

Just want to thank you guys for your advice/knowledge thus far!

[dx100uk]

that's ok

go get your money back if yo can or atleast get them wiped

..

 

 

might be better to start a new thread

 

 

of your own

 

 

dx

[joncow75]

Dkityo, good luck on the start of your claim. Let us know how you get on, it will be good to have a few of us having similar discussions at the same time. I've always found the advice on here to be top class

[dkityo]

 

I have started drafting up a email to QQ, does anyone have any key points I should state in the email?

 

Key dates of each loan/amount?

 

State what I request, or just ask them to look into it?

 

Thanks

 

Thanks joncow75 and dx100uk!!

[joncow75]

Hi dkityo, I just sent them an email giving the facts about my loans - number taken out, total amount and interest paid and said I didn't think they had done enough checks to ensure that they were a responsible lender. It was enough to get the ball rolling. Be prepared for a pretty instant knock back. When you do, respond that you're not happy and then sit back for the next 8 weeks while they do their investigation

[Multay]

Hi, sounds exactly like mine - At least 49 loans over five years with interest totalling around 12K - Complained, got the cut and paste response stating the credit search reference that I can't check as the CRA's only keep data for two years. I never got a final response and time ran out for them on Monday so I emailed them, no response so I've now put my complaint into the FOS a day or two ago but no reply as yet... I also have a thread so feel free to see what you think...

[Dale1985]

Hi, I have recently come across these payday loan refund and thought I'd give it a go, however, quick quids response has me a little confused about with what to reply with.

 

Thank you for contacting QuickQuid. The contents of your email were duly noted. We apologise if there was any delay in responding to your complaint.

Your query raised several questions on loan affordability. In order to better assist you, we ask that you fill out the below information so that we can thoroughly review and respond to your complaint.

 

Questionnaire

1) What is the funding date of the loan(s) for which you are complaining?

 

2) Recently, we have seen an increased number of complaints where the complainant has obtained a template from a website or blog. Did you use a website template? If so, can you please provide the name of the website?

 

3) Did you tell us that you were experiencing financial hardship? If so, when did you tell us of your financial difficulty?

 

4) Please provide a copy of a bank statement from the time of your loan(s).

 

5) Please provide a copy of a payslip from roughly the time of your loan(s).

 

Once we receive the information back from you, our complaint team will diligently review and assess your complaint. As you will see from our complaint procedure, we have eight weeks from the date we receive your complaint to send you our ‘Final Response’. If at that time you are still unhappy with our decision, you will have six months from the date of our 'Final Response' to refer your complaint back to the Financial Ombudsman Service for them to adjudicate in the matter on your behalf.

 

Any help would be greatly appreciated!

Thanks guys

[neil6534]

they are just trying to fobb you off.....ignore their requests...if you have made a complaint to them and they haven't answered your questions or complaint ask them if this is their final response...if it is take your complaint to FOS

Hi, I have recently come across these payday loan refund and thought I'd give it a go, however, quick quids response has me a little confused about with what to reply with.

 

Thank you for contacting QuickQuid. The contents of your email were duly noted. We apologise if there was any delay in responding to your complaint.

Your query raised several questions on loan affordability. In order to better assist you, we ask that you fill out the below information so that we can thoroughly review and respond to your complaint.

 

Questionnaire

1) What is the funding date of the loan(s) for which you are complaining?

 

2) Recently, we have seen an increased number of complaints where the complainant has obtained a template from a website or blog. Did you use a website template? If so, can you please provide the name of the website?

 

3) Did you tell us that you were experiencing financial hardship? If so, when did you tell us of your financial difficulty?

 

4) Please provide a copy of a bank statement from the time of your loan(s).

 

5) Please provide a copy of a payslip from roughly the time of your loan(s).

 

Once we receive the information back from you, our complaint team will diligently review and assess your complaint. As you will see from our complaint procedure, we have eight weeks from the date we receive your complaint to send you our ‘Final Response’. If at that time you are still unhappy with our decision, you will have six months from the date of our 'Final Response' to refer your complaint back to the Financial Ombudsman Service for them to adjudicate in the matter on your behalf.

 

Any help would be greatly appreciated!

Thanks guys

[Dale1985]

Hi Neil thanks for your help, sorry I've already asked I should take their standard cut and paste response as a final response to which they replied with this, almost a week later. What shall I say to them?

[neil6534]

you have a choice, either ask them if this is their final response or accept it as so and take it to FOS.....FOS will then start the whole process again ...it really depends on how you worded your complaint?

[Dale1985]

If I take something to the FOS before their 8 weeks is up, what will happen?

[joncow75]

Hi Dale, it seems that is QQ's new generic reply to a complaint.

 

 

I suppose most of it is information that you'd have to supply the FOS if (or rather inevitably when..) it goes that far.

 

 

I don't see how it makes a difference if you used a template from any website, so i'd ignore that.

 

 

They have all the info for your loans so just give them the earliest one you want to complain about.

 

 

For the other bits i'd wait for some advice off the other guys on here as they might know better.

 

 

I've not been asked any of the above as I had my complaint in a few weeks ago,

but I have supplied them a copy of my credit report from Noddle. All 44 pages of it!

 

 

I handily highlighted all the late payments on it.

Thought it might help with any investigation.

 

 

I'm not supplying them anything else, i'll only send that to the FOS.

 

 

Fact is, QQ definitely do credit checks on lenders (I can see the searches over the last 2 years), so they should see any issues.

 

 

I've had 83 consecutive months of borrowing from CashEuroNet UK and my credit report is littered with late payments including my mortgage that ended up 3 months behind. If they can see that, why would they lend money to me?

 

Good luck with your claim

 

They will say its not their final response and they have 8 weeks.

 

 

The FOS won't look at it without QQ having their 8 weeks, they took some details off me,

but left it at that and told me to come back when I've had a final response

[acid53]

joncow, u ever a decision from FOS?

[joncow75]

Hi Acid, I've not got that far yet. Just passed week 6 for my complaint, so have to wait just under 2 weeks till their 8 weeks is up and I inevitably have to refer to the FOS

[acid53]

ah ok, thought u were further on...you can bet your bottom dollar that they will leave it to the last day of the eight weeks or prob even a few days more just to frustrate you before they respond

[joncow75]

Oh i'm already prepared for that. Don't see any payouts from QQ without going through the FOS, and then some of them are quite big.

 

My other complaints are with WDA (I understand they are similar in hanging on 8 weeks and offering something small) and PTPD, which have ignored everything I've sent them - and I mean no acknowledgement of a single email. So I went to the Malta FSA and they told me I can't put a complaint in until Northway Financial have had 8 weeks to look at it, which I know they won't even bother to. Had my complaint for 2 weeks, but I sent my first email on the 18th Feb asking for loan details but haven't had any response to 6 separate emails to them. I told the case handler at the Malta FSA that I hope she has more luck with them than me

[joncow75]

Just received an email from Quick Quid with the following:

 

Thank you for your inquiry and your patience while we conducted our investigation. My understanding of your complaint is that unfair charges were assessed towards credit extended to you.

 

We have looked into your concerns and have provided my findings below for your information.

 

We adhere to all applicable legal and regulatory standards that govern our industry. As a responsible lender, we utilise both an affordability analysis and a creditworthiness assessment when making loan decisions.

 

To give you a brief overview of our process, prior to approving any customer loans, we use robust systems and procedures for assessing an applicant’s creditworthiness and ability to repay. Our affordability assessment incorporates numerous unique customer specific variables. As well as using verified information obtained from the applicant, we also consider an applicant’s previous loan repayment history with us, credit-scoring information from Credit Reference Agencies, such as CallCredit and Experian, plus various other third party reports.

 

These reports provide information such as other financial commitments, delinquency records, insolvency records, county courticon judgments, credit enquiries and any other credit accounts currently open. The scores from these products are input into an internal proprietary credit model. Our model combines these scores with other factors from the application, such as income and employment status, to generate a final determination of a customer’s creditworthiness. This affects whether we approve or decline the customer, and also affects the size of the loan for which they are approved.

 

A thorough review of your account has determined that we followed all our processes and conducted a creditworthiness and affordability assessment on each credit application and extension. Therefore, we do not agree with your complaint for the reasons stated.

 

However, we pride ourselves on looking after our customers by attempting to resolve any issues in a straightforward, efficient and amicable manner. Having taken all your comments on board and as a gesture of goodwillicon and without prejudiceicon, we would like to make you an offer that we believe is fair and honest.

 

In Full and finalicon settlement of your complaint, we would like to offer a further payment of £750.00 for your time spent on this complaint and any distress and inconvenience caused. [This loan would also be deleted from your credit file]. Total refund £750.00.

 

To accept our offer, please reply to me at this email address with your confirmation and I will arrange for the monies to be credited to your bank account. I am hopeful that this matter will then be satisfactorily resolved.

 

Now its interesting they don't mention which loan would be deleted from my credit file, my last loan was one of their flexi accounts that ran from August 13 to Dec 14 and I paid over £6k interest on that and over £15k in my dealings just with Quick Quid over the years. It doesn't mention anything about Pounds to Pocket which they also raised a complaint about, even though I didn't. Now I don't mean to be greedy but I don't think £750 goes near the amount that I paid to them. Also if they did nothing wrong, £750 seems pretty generous for a complaint. This is clearly an attempt to stop me going to the FOS

 

For note, this arrived just under 7 weeks, which was also a surprise as they typically take the full 8 weeks

[dkityo]

Hi All,

 

Joncow75 it looks like they are just offering you that in the hope you will go away.

 

I have just received a response from QQ, similar to Dale1985;

 

"Your query raised several questions on loan affordability. In order to better assist you, we ask that you fill out the below information so that we can thoroughly review and respond to your complaint.

 

Questionnaire

 

1) What is the funding date of the loan(s) for which you are complaining?

 

2) What was your income per paycheque at the time of your loan(s)?

 

3) What were your monthly expenses as of the time of your loan(s)?

 

(please include mortgage/rent, travel, utilities, payments of other credit commitments, food, and other expenses as separate items)

 

4) Recently, we have seen an increased number of complaints where the complainant has obtained a template from a website or blog. Did you use a website template? If so, can you please provide the name of the website?

 

5) Did you tell us that you were experiencing financial hardship? If so, when did you tell us of your financial difficulty?

 

6) Please provide a copy of a bank statement from the time of your loan(s).

 

7) Please provide a copy of a payslip from roughly the time of your loan(s).

 

Once we receive the information back from you, our complaint team will diligently review and assess your complaint. As you will see from our complaint procedure, we have eight weeks from the date we receive your complaint to send you our ‘Final Response’. If at that time you are still unhappy with our decision, you will have six months from the date of our 'Final Response' to refer your complaint back to the Financial Ombudsman Service for them to adjudicate in the matter on your behalf."

 

Like someone mentioned before;

 

- they have access to all my loans

- income per paycheque and expenses would have been supplied to them when taking out the loan

- template none of the bloody business

- bank statement & payslip they do not need to see as will not make a bit of difference

 

I will respond asking if this is there final response and see how I get on.

 

Perseverance all we will get what we are deserved!!

 

[joncow75]

My case is with the FOS now. I sent it 3 weeks ago and spoke to a lovey person who took the complaint on when I chased it up. She said she thought she had everything she needed from me, this due to attaching my Noddle credit report, list of loans with QQ, P2P, WDA and PTPD on a spreadsheet, plus some screen shots of my Experian report, along with my final response and all the emails between QQ and myself. I suspect the adjudicator will be waiting a while for info

 

dkityo, that won't be their final response unfortunately. You'll get that around 7-8 weeks out. And it will a derisory offer, so you'll have to go to the FOS if you feel you have a case. Good luck

[dkityo]

Thanks joncow75 useful info.

 

I replied to the email I posted previously saying this ;

 

 

"The loans related to my complaint are from 17/11/2012 onwards.

 

The information you have requested you already have access to, in terms of income and monthly expenses.

 

Just to confirm my complaint was sent to you on 21/03/2016.

 

Please advise if this is your final response, if not I will wait until your complaints team diligently review and assess my complaint."

 

 

But they have replied with the below;

 

 

"I am sorry that you felt the need to complain. The information we requested will help us evaluate your complaint in full. QuickQuid is committed to addressing all complaints to the best of our ability, including gathering additional information and evaluating complaints with all available data. The additional data you provide will help us to more comprehensively and fairly review your complaint.

 

Your complaint raises the issue of affordability. Without confirming your financial situation, it is difficult to determine whether the loan truly was unaffordable.

 

In order to better assist you, we ask that you fill out the below information so that we can thoroughly review and respond to your complaint.

 

Questionnaire

 

1) What was your income per paycheque at the time of your loan(s)?

 

2) What were your monthly expenses as of the time of your loan(s)?

 

(please include mortgage/rent, travel, utilities, payments of other credit commitments, food, and other expenses as separate items)

 

3) Did you tell us that you were experiencing financial hardship? If so, when did you tell us of your financial difficulty?

 

4) Please provide a copy of a bank statement from the time of your loan(s).

 

5) Please provide a copy of a payslip from roughly the time of your loan(s).

 

 

Once we receive the information back from you, our complaint team will diligently review and assess your complaint. As you will see from our complaint procedure, we have eight weeks from the date we receive your complaint to send you our ‘Final Response’. If at that time you are still unhappy with our decision, you will have six months from the date of our 'Final Response' to refer your complaint back to the Financial Ombudsman Service for them to adjudicate in the matter on your behalf.

 

For more information about our complaints procedure, please visit the 'Contact Us' section of our website

 

If you have any queries, our Final Resolution Team is here to help.

 

Yours sincerely,

 

Tiffaney"

 

 

Do I need to supply this information in order for them to actually look into the complaint?

 

Any advice is appreciated.

 

D

[acid53]

no - absolutely no need to complete it. Its designed for them to use the information against you. I would advise replying saying you do not wish to complete the questionnaire and pleas base their final response on the facts of the case at the time they lent to you

[dkityo]

Thanks acid53, I will do exactly that!

 

Will keep you all updated!

 

[dkityo]

Hi All,

 

Sorry I feel like I have asked so many questions, this will be my last I promise!

 

So QQ came back saying they will use the information they have internally so great.

 

So I am currently waiting to hear back from QQ and 2 other lenders (PDUK, Wonga) however I have not sent any of them a copy of my credit report to back up my case.

 

I have a 32 page report generated from Noodle in February which lists all the loans with all 3 PDL companies, am I advised to send this to QQ as additional info now?

 

Again any advice would be greatly appreciated.

 

D