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  8^th 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

is there any link for sample letter of claim?

thanks

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 complaints@bambooloans.com 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. 

Maybe still with the original Drafty and Moorcroft is just dealing with it.

Just an update from the Ombudsman

Mr XXXX' complaint about Arrow Global Limited

I sent my view on this complaint recently in which I did not uphold the complaint as I thought the issue was with Paragon Finance/IDEM, this is because I said I could not see that Arrow had received any contact from IDEM until 2019, and they had replied back to IDEM and not had a response. I also said Arrow did not seem to have clear information regarding the refund until 2020 when it was acted upon. I then raised a complaint on Mr XXX behalf with IDEM. Looking at the evidence sent from IDEM, I am changing my opinion on this case with Arrow as I do believe the error does lie with Arrow and I will explain why.

The main evidence I have had to rely on from both parties has been contact notes. Looking at contact notes from IDEM, they do show they had contacted Arrow in August 2017 as Mr XXX claims he was first told. I can also see they chased this up several times. I know Arrow’s contact notes do not show anything from 2017, but I think based on the fact IDEM’s do show chasers being sent, does indicate that on the balance of probability information was sent to Arrow, and even if the original request wasn’t sent, I would imagine that Arrow would have at least have received the chasers. The fact IDEM chased this, shows that potentially Arrow did not register this information or receive it, but I don’t think this is IDEM’s fault. IDEM’s notes then suggest that the restructure was completed in November 2017.

This restructure would indicate the account was restructured with this refund been applied, which would have been down to Arrow to do as the account was with them. IDEM’s notes show that information was received from Arrow in 2019, and I can also see a response was sent back to them. IDEM’s notes do not show any further correspondence received from Arrow. I do think from looking at the notes from both parties, the error is with Arrow based on the fact IDEM sent chasers when this was first raised and then had confirmed the restructure had been applied in November 2017. It appears the restructure was not applied at this time by Arrow as it should have been.

Based on this, I am upholding this complaint and I think Mr XXX should be refunded the interest and any other fees accrued on the amount of £242.82, from November 2017 up until the date the refund was successfully applied.

I also this Mr XXX should be awarded £55 compensation for the stress this has caused as he has been worried about where his money had gone and the inconvenience caused to him by trying to work out what has happened between the two parties.

Sorry my mistake Moorcroft debt recovery

I just noticed on my DMP that this is now sold to Moorgate

Can I make a complaint now that I have still balance with them and it is part of my DMP? I just don't want them to cause more problem by taking me to court to pay my balance.

Almost all of then were taken 2019 and yes they are still with the orignal creditors except bamboo and 118118. Thanks

Hello

Can i ask some advice

I started on DMP with stepchange for all my current loans and credit cards.

I was behind with my loans to Natwest who suggested that I can only offer repayment plan if I speak to stepchange or payplan and they will go with their assessment.

I was upto date with other loans and credit card except with my bamboo loan and 118118 loan and drafty.

Can i file a complain of irresponsible lending to drafty and 118118?

Also do I have to request for CCA and all this loans are current.

Thanks in advance

SUMMARY OF YOUR PREVIOUS LOANS WITH KABAYAN FINANCE Loan # Loan ID  Principal  Interest Term  Date Taken  Date Repaid  Remarks  
1 190319 £700.00 £350.00 6 08/08/2014 06/02/2015   
2 191987 £400.00 £200.00 6 07/02/2015 26/08/2015   
3 195080 £700.00 £350.00 6 02/09/2015 26/02/2016   
4 197052 £800.00 £400.00 6 27/02/2016 26/08/2016   
5 198835 £500.00 £175.00 3 27/08/2016 28/11/2016   
6 199862 £800.00 £400.00 6 29/11/2016 15/06/2017   
7 201375 £800.00 £400.00 6 06/07/2017 15/01/2018   
8 205004 £1,000.00 £38.36 6 29/01/2018 12/02/2018 Withdrawn 
Significant Break in Lending 
9 208217 £1,000.00 £500.00 6 24/07/2018 07/01/2019   
Significant Break in Lending 
10 217286 £1,000.00 £500.00 6 29/08/2019 12/02/2020   
11 220762 £700.00 £350.00 6 19/02/2020 07/09/2020    

They did not include when i started taking loan from them from 2012

I had a payday loan from Kabayan Finance since 2012 but the record that they gave me was only from 2014 and I cannot access anymore my bank statement year 2012 and 2013.

I keep renewing it right after I paid them

I did complain to them but they said that the loan that was granted was affordable and they had done the checks and submitted my bank statement.

My bank statement was always overdrawn and I know the bank statement was only to confirm if my wages comes in this bank on the said date so they can deduct it.

Please I need some advise and if I want to take my complain to the ombudsman.

Thanks

Yes they deducted the 242 from that amount and said they send it to Morrgate