Frasers Plus

RAS

That's lovely but you really need to make a complaint as otherwise

1. You won't be taken seriously
2. You can't escalate if you are not satisfied with the response.

You haven't explained how and why you were originally told that you had nothing to pay.

Not explained what remedy you want e.g. the removal of all interest applied after you were told no payment was required, recalculation of the sum owed because of the incorrect communications and compensation for the stress caused by their failed and inaccurate communication.

Make explicit the amount of distress caused by their contradictory communications. And incredibly poor customer service.

sunflowerdream

RAS said:

That's lovely but you really need to make a complaint as otherwise

1. You won't be taken seriously
2. You can't escalate if you are not satisfied with the response.

You haven't explained how and why you were originally told that you had nothing to pay.

Not explained what remedy you want e.g. the removal of all interest applied after you were told no payment was required, recalculation of the sum owed because of the incorrect communications and compensation for the stress caused by their failed and inaccurate communication.

Make explicit the amount of distress caused by their contradictory communications. And incredibly poor customer service.

Thank you, I'm really not great at wording these things, I've not sent it yet as I keep looking at it thinking it needs to be better. 

sunflowerdream

What about this? 

It's giving me a headache again. If anyone has any other ideas, please help. I'd like to get it sent as soon as possible.

Having been transferred to Frasers Plus from studio in May 2025 with an outstanding balance of £544.04 I had a lot of interest added which was beyond my control, 

I made the following payments to try and bring the balance down despite your organisation repeatedly saying on the app that no payment was required.

27.05.25 - £50.00

25.6.25 - £50.00

25.07.25 - £30.00

26.08.25 - £50.00

25.09.25 - 100.00

I decided I wanted to just pay off my balance and have all the stress of interest over. I had a look on the app and its total balance was £776.57 but when I clicked on that it stated that there was £706.16 remaining.

I then looked at my statements and as of 8 October 2025 the settlement balance was £361.94, I then decided to get help via your chat service (which was not great) 

I was finally able to change to a one month plan to pay off but then it changed to saying that £524.54 was due. At this point I just wanted an end to the stress so I paid the £524.54, My balance is now showing -£163.00 interest included £17.72. which has just left me puzzled and just in a constant state of stress. 

I’d like the total of the extra £260.90 I paid back. I believe these charges were applied unfairly because I was unaware it would be applied when transferred from Studio as the Studio balance already had interest applied.

I ask that you review this matter promptly and arrange for the refund to my bank account. Please confirm when I can expect this refund to be processed.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.

 

sourcrates

Make certain you head the letter/email "COMPLAINT".

Make sure it is sent to their complaints address, only that way will you get this matter resolved.

sunflowerdream

sourcrates said:

Make certain you head the letter/email "COMPLAINT".

Make sure it is sent to their complaints address, only that way will you get this matter resolved.

Seeing as they don't make it clear with their addresses I was just going to email the Carl Fowler email address that someone kindly found and posted.

sourcrates

You need to mark this as a complaint, and send to the correct address.

Otherwise it will not be dealt with.

sunflowerdream

This is from the email I sent. 
A letter was also sent recorded delivery.


We are writing to acknowledge the complaint you raised on 15/10/25, which has been captured under the reference number blah blah.

We are sorry you are unhappy with the cause to raise a complaint. At Frasers Plus we strive to offer our customers the highest standards of service and we take any concerns you have seriously.

We are fully committed to meeting the timescales for investigating and responding to complaints set out by our regulator, the Financial Conduct Authority (FCA). As such, a full response which clearly outlines the outcome of your complaint, can be expected within 8 weeks. Whilst we aim to resolve all complaints before these deadlines, we will always let you know if it is taking a little longer than expected for us to investigate and when you should expect a response.

You can read our Complaints policy

Looks like we're in for the long haul.

sourcrates

Sounds like a standard industry automated response.

Eight weeks is the statutory timeframe they have to investigate your issue, and provide you with a final response.

Depending on the complexity of the issue, and how many complaints they have on their books, it could take longer.

sunflowerdream

sourcrates said:

Sounds like a standard industry automated response.

Eight weeks is the statutory timeframe they have to investigate your issue, and provide you with a final response.

Depending on the complexity of the issue, and how many complaints they have on their books, it could take longer.

Thank you, the sooner it's all put to bed the better, never been so stressed by a company before.