Claim Against Amigo - A Demanding Reply

Holmey101

Using Resolver I raised a complain and claim against Amigo loans, with me mentioning in the initial e-mail that the stress of maintaining the loan and the pressure they were putting on me and my guarantor was having a detrimental effect on my mental health and they've sent me whet I consider to be a rather demanding reply that I'd appreciate advice on.

Dear (Removed by Forum Team),

Thank you for your email, I'm sorry to hear you're unhappy with your loan.

Due to what you've advised, I have raised a complaint on your behalf. Our Customer Relations Team will be in touch within 3 - 5 working days.

Following your correspondence advising us that you are suffering with Mental Health Issues.

I'm sorry to hear this is something you have been struggling with and would like to thank you for sharing this information with us.

Sharing this information will allow us to assess your situation so that we can accommodate your needs and provide any additional support you may need when dealing with your account. Before I can record this as a note on your account, I need to confirm whether you are happy for us to record this information.

If you are happy for this to be recorded on your account please answer some questions in relation to what you have stated and we can use this information to assess your situation as explained above.

Please don't feel that you have to disclose anything. If you haven't responded with answers to these questions within two weeks I'll assume that you'd prefer not to discuss this further.

1. Do you give permission for this to be recorded on your account? If you do not give permission to record this, please do not answer questions below as it will attach to the account and 'record' it.

2. What have you been diagnosed with? (If you haven't already told us.)

3. Have you been prescribed medication? If so, does this have any side effects that we should be aware of (making you drowsy for example)?

4. Are you happy with how we contact you? We usually use a combination of letters, texts and emails but this can be tailored to suit your needs. Arrears letters are a legal requirement so we can't stop those. If you would like to stop any form of contact please let me know.

5. Does it impact your ability to retain information or to make an informed decision?

6. How does your condition impact your day-to-day life? This is just to allow us to understand the full effect it has on you.

7. Do you have any help managing your finances? If so, who helps you?

8. Would you like to appoint an authority to act on your account? This does not make them responsible for the loan in any way. It just means that they can discuss the account and make decisions should you be unable to. If you would like to add someone as an authority to act I just need you to provide their name and either their date of birth or a password for data protection. Please could you also provide a contact number for them so we are able to contact them if we ever need to. Due to a potential conflict of interest, this cannot be the other party on the account.

9. Would you like to implement a code word for use should we contact you when you're not in the right frame of mind to discuss the account? Use of the code word would enable us to understand that you can't communicate and we will try to contact you another time. If you would like a code word, please choose a word that is as random as possible.

10. Is there anything more you think we could be doing to support you in terms of your mental health?

Please reply to this email providing answers to the questions above so we can ensure we are offering any additional support you may require when dealing with the account.

If you are struggling to deal with your finances, or need some advice to help you, I would recommend speaking to Step Change. Step Change are a free debt charity who help thousands of people in the UK to deal with their finances and creditors. Their phone number is 0800 138 1111 and their website is www.stepchange.org.

In the meantime if you need to contact us or have any further concerns please do not
hesitate to call us on 01202 835170 or email complaints@amigoloans.co.uk and we would be happy to help.

Kind Regards

(Removed by Forum Team)
Customer Relations Team
Amigo Loans

Do people on here think they are intrusive and insensitive questions?

Considering https://www.moneysavingexpert.com/news/2020/12/amigo-warns-that-mis-sold-borrowing-claims-may-not-be-paid-out-i/ - Are Amigo going in for delaying tactics on claims?

Regards,

Holmey

[Deleted User]

No, they're neither intrusive or insensitive.
This is a business you're corresponding with not some person at the other end of the screen.
The business model is there to aid and assist with your needs and the reply you've shown us is them carrying out their due diligence so that they can choose the correct route going forwards. 
And, maybe adjust your title because the text you've shown us is not at all demanding !

[Deleted User]

Wouldn't like to upset, but if anything I like the code word use idea. I don't think it is that bad a letter. Only took me until mid-life to get that not all customers can be helped. You might want to remove both the Advisors name in it's full entirety as it is unfair to make it so public when you are able to post anon. I would even edit out your first name on this basis. I would also engage and be rather grateful there is now regulations that ask such stuff, even at a time when a lot more factors could be at play, but that's just me.

fwor

None of the questions seem unduly demanding - it's a fair point that they can't help you with the issues that you may have unless you tell them about those issues.

When you think about it, it's hard for them to account for, say, mental health problems, if you only reveal those issues after they have lent money to you!

[Deleted User]

Have you attached the right letter?

Definite

Holmey101 said:

Using Resolver I raised a complain and claim against Amigo loans, with me mentioning in the initial e-mail that the stress of maintaining the loan and the pressure they were putting on me and my guarantor was having a detrimental effect on my mental health and they've sent me whet I consider to be a rather demanding reply that I'd appreciate advice on.

Dear (Removed by Forum Team),

Thank you for your email, I'm sorry to hear you're unhappy with your loan.

Due to what you've advised, I have raised a complaint on your behalf. Our Customer Relations Team will be in touch within 3 - 5 working days.

Following your correspondence advising us that you are suffering with Mental Health Issues.

I'm sorry to hear this is something you have been struggling with and would like to thank you for sharing this information with us.

Sharing this information will allow us to assess your situation so that we can accommodate your needs and provide any additional support you may need when dealing with your account. Before I can record this as a note on your account, I need to confirm whether you are happy for us to record this information.

If you are happy for this to be recorded on your account please answer some questions in relation to what you have stated and we can use this information to assess your situation as explained above.

Please don't feel that you have to disclose anything. If you haven't responded with answers to these questions within two weeks I'll assume that you'd prefer not to discuss this further.

1. Do you give permission for this to be recorded on your account? If you do not give permission to record this, please do not answer questions below as it will attach to the account and 'record' it.

2. What have you been diagnosed with? (If you haven't already told us.)

3. Have you been prescribed medication? If so, does this have any side effects that we should be aware of (making you drowsy for example)?

4. Are you happy with how we contact you? We usually use a combination of letters, texts and emails but this can be tailored to suit your needs. Arrears letters are a legal requirement so we can't stop those. If you would like to stop any form of contact please let me know.

5. Does it impact your ability to retain information or to make an informed decision?

6. How does your condition impact your day-to-day life? This is just to allow us to understand the full effect it has on you.

7. Do you have any help managing your finances? If so, who helps you?

8. Would you like to appoint an authority to act on your account? This does not make them responsible for the loan in any way. It just means that they can discuss the account and make decisions should you be unable to. If you would like to add someone as an authority to act I just need you to provide their name and either their date of birth or a password for data protection. Please could you also provide a contact number for them so we are able to contact them if we ever need to. Due to a potential conflict of interest, this cannot be the other party on the account.

9. Would you like to implement a code word for use should we contact you when you're not in the right frame of mind to discuss the account? Use of the code word would enable us to understand that you can't communicate and we will try to contact you another time. If you would like a code word, please choose a word that is as random as possible.

10. Is there anything more you think we could be doing to support you in terms of your mental health?

Please reply to this email providing answers to the questions above so we can ensure we are offering any additional support you may require when dealing with the account.

If you are struggling to deal with your finances, or need some advice to help you, I would recommend speaking to Step Change. Step Change are a free debt charity who help thousands of people in the UK to deal with their finances and creditors. Their phone number is 0800 138 1111 and their website is www.stepchange.org.

In the meantime if you need to contact us or have any further concerns please do not
hesitate to call us on 01202 835170 or email complaints@amigoloans.co.uk and we would be happy to help.

Kind Regards

(Removed by Forum Team)
Customer Relations Team
Amigo Loans

Do people on here think they are intrusive and insensitive questions?

Considering https://www.moneysavingexpert.com/news/2020/12/amigo-warns-that-mis-sold-borrowing-claims-may-not-be-paid-out-i/ - Are Amigo going in for delaying tactics on claims?

Regards,

Holmey

Nope - Neither intrusive nor insensitive imho 

DiamondLil

Holmey101 said:

Using Resolver I raised a complain and claim against Amigo loans, with me mentioning in the initial e-mail that the stress of maintaining the loan and the pressure they were putting on me and my guarantor was having a detrimental effect on my mental health and they've sent me whet I consider to be a rather demanding reply that I'd appreciate advice on.

Dear (Removed by Forum Team),

Thank you for your email, I'm sorry to hear you're unhappy with your loan.

Due to what you've advised, I have raised a complaint on your behalf. Our Customer Relations Team will be in touch within 3 - 5 working days.

Following your correspondence advising us that you are suffering with Mental Health Issues.

I'm sorry to hear this is something you have been struggling with and would like to thank you for sharing this information with us.

Sharing this information will allow us to assess your situation so that we can accommodate your needs and provide any additional support you may need when dealing with your account. Before I can record this as a note on your account, I need to confirm whether you are happy for us to record this information.

If you are happy for this to be recorded on your account please answer some questions in relation to what you have stated and we can use this information to assess your situation as explained above.

Please don't feel that you have to disclose anything. If you haven't responded with answers to these questions within two weeks I'll assume that you'd prefer not to discuss this further.

1. Do you give permission for this to be recorded on your account? If you do not give permission to record this, please do not answer questions below as it will attach to the account and 'record' it.

2. What have you been diagnosed with? (If you haven't already told us.)

3. Have you been prescribed medication? If so, does this have any side effects that we should be aware of (making you drowsy for example)?

4. Are you happy with how we contact you? We usually use a combination of letters, texts and emails but this can be tailored to suit your needs. Arrears letters are a legal requirement so we can't stop those. If you would like to stop any form of contact please let me know.

5. Does it impact your ability to retain information or to make an informed decision?

6. How does your condition impact your day-to-day life? This is just to allow us to understand the full effect it has on you.

7. Do you have any help managing your finances? If so, who helps you?

8. Would you like to appoint an authority to act on your account? This does not make them responsible for the loan in any way. It just means that they can discuss the account and make decisions should you be unable to. If you would like to add someone as an authority to act I just need you to provide their name and either their date of birth or a password for data protection. Please could you also provide a contact number for them so we are able to contact them if we ever need to. Due to a potential conflict of interest, this cannot be the other party on the account.

9. Would you like to implement a code word for use should we contact you when you're not in the right frame of mind to discuss the account? Use of the code word would enable us to understand that you can't communicate and we will try to contact you another time. If you would like a code word, please choose a word that is as random as possible.

10. Is there anything more you think we could be doing to support you in terms of your mental health?

Please reply to this email providing answers to the questions above so we can ensure we are offering any additional support you may require when dealing with the account.

If you are struggling to deal with your finances, or need some advice to help you, I would recommend speaking to Step Change. Step Change are a free debt charity who help thousands of people in the UK to deal with their finances and creditors. Their phone number is 0800 138 1111 and their website is www.stepchange.org.

In the meantime if you need to contact us or have any further concerns please do not
hesitate to call us on 01202 835170 or email complaints@amigoloans.co.uk and we would be happy to help.

Kind Regards

(Removed by Forum Team)
Customer Relations Team
Amigo Loans

Do people on here think they are intrusive and insensitive questions?

Considering https://www.moneysavingexpert.com/news/2020/12/amigo-warns-that-mis-sold-borrowing-claims-may-not-be-paid-out-i/ - Are Amigo going in for delaying tactics on claims?

Regards,

Holmey

"with me mentioning in the initial e-mail that the stress of maintaining the loan and the pressure they were putting on me and my guarantor was having a detrimental effect on my mental health"

These words of yours opened the door and all they are doing is trying to clarify your situation.

doningtonphil

And I don't kkow if the OP missed reading this paragraph when reading the letter:
"Please don't feel that you have to disclose anything. If you haven't responded with answers to these questions within two weeks I'll assume that you'd prefer not to discuss this further."
They even advise them not to answer ANY questions if they dont want to

Thrugelmir

Holmey101 said:

Do people on here think they are intrusive and insensitive questions?

You are the one complaining. Seems reasonable that the bank shows a duty of care by assessing the way it deals with you. 

KatrinaWaves

So you think you can take a loan, then claim
its making you far too stressed having to repay it so you can just tell them and they’ll write it off? That’s not how the world works. 

kimwp

It obviously feels quite intrusive to you - after all they are asking questions about matters that we tend to keep to ourselves. However I think the email shows both sensitivity and duty of care in trying to assess/understand your situation and acommodate your needs. It also states that you do not need to reply to the questions, so it's not really demanding.