Frasers Plus

ManyWays

I suggest you should send this to the ombudsman as soon as it gets to the 8 week point. For complaints received after January 1st, FOS is reducing the 8% compensation interest you may get to Bank of England base rate plus 1%. So get your complaint in as soon as possible

sunflowerdream

ManyWays said:

I suggest you should send this to the ombudsman as soon as it gets to the 8 week point. For complaints received after January 1st, FOS is reducing the 8% compensation interest you may get to Bank of England base rate plus 1%. So get your complaint in as soon as possible

Thank you, what do I write to the ombudsman? Do I just forward everything and ask them to help? This is such madness.

sourcrates

sunflowerdream said:

ManyWays said:

I suggest you should send this to the ombudsman as soon as it gets to the 8 week point. For complaints received after January 1st, FOS is reducing the 8% compensation interest you may get to Bank of England base rate plus 1%. So get your complaint in as soon as possible

Thank you, what do I write to the ombudsman? Do I just forward everything and ask them to help? This is such madness.

Go to the FOS website and fill in their complaints form, its a standard form with headers asking for specific information per section, just follow the instructions:

How to complain – Financial Ombudsman service

sunflowerdream

sourcrates said:

sunflowerdream said:

ManyWays said:

I suggest you should send this to the ombudsman as soon as it gets to the 8 week point. For complaints received after January 1st, FOS is reducing the 8% compensation interest you may get to Bank of England base rate plus 1%. So get your complaint in as soon as possible

Thank you, what do I write to the ombudsman? Do I just forward everything and ask them to help? This is such madness.

Go to the FOS website and fill in their complaints form, its a standard form with headers asking for specific information per section, just follow the instructions:

How to complain – Financial Ombudsman service

Thank you so much, I appreciate the help you've all given me so much.

sunflowerdream

Me again. I filled out the ombudsman form on Friday, the 12th. I have until this Friday, the 19th to hear back from them apparently.

Today, the 15th I've received the following from Frasers Plus. I asked for £260.90 refunded, they have put £163.00 in my bank today so now what?

What I've received today from Frasers Plus 

I am writing further to your complaint reference .... I am sorry that you have felt the need to complain.

 

Your Complaint

I understand that your complaint relates to the poor customer service you experienced when contacting our Live Chat service, as well as dissatisfaction regarding your account balance and refunds.

 

Investigation 

Firstly, I would like to reassure you that it is not our intention to cause you any inconvenience, and I am sorry for any distress this caused.

 

Following a full investigation, our records show that you initially contacted us on 15 October 2025. In your email, you stated that your account had been migrated from Studio to Frasers Plus with an outstanding balance of £544.40. You raised concerns about significant interest being applied and noted that, although the app indicated no payment was required, you continued to make payments over the following months.

 

You further explained that, due to the stress caused, you wished to settle your balance; however, the app displayed differing balances. You also advised that the Live Chat service was not helpful. 

 

After switching your balance to a one-month repayment plan, the balance displayed as £524.54, which you paid. Subsequently, your bank account showed a credit of £163, including £17.72 in interest, which caused further confusion. You also stated that you believe you overpaid by £260.90 and requested a refund, which you feel resulted from unfair interest charges during the migration from Studio.

 

After reviewing our systems, I was unable to locate any correspondence (email, Live Chat, or telephone contact) linked to the email address number registered on your account. Our records show that the same email address and telephone number were successfully migrated from Studio to Frasers Plus. Prior to migration, we issued multiple communications explaining how the balance transfer would work and how customers could replan their balance to avoid interest charges.

 

It is important to clarify that Frasers Plus operates differently from Studio. Under Studio, interest was calculated monthly after a payment was received. With Frasers Plus, interest is applied to the full balance based on the instalment plan selected. When Studio Pay accounts were migrated, balances were automatically placed on the longest available repayment plan. Customers were advised that they could replan at any time to suit their financial needs. Customers wishing to avoid interest entirely could replan to a 1–3 month plan, which is interest-free.

 

Although you later replanned your balance, this occurred several months after migration. During this time, interest was correctly applied in line with the repayment plan in place. Additionally, making a lump-sum payment without replanning did not stop interest from being charged, as interest continued to accrue on the outstanding balance despite the app showing that no payment was due.

 

You subsequently replanned your balance to a one-month plan and made a final lump-sum payment. As a result, your account is now in credit by £163.

 

I have arranged for this credit balance to be refunded to your bank account. Please allow three to five working days for the funds to reach your account.

 

I apologise for any confusion or inconvenience this situation may have caused and thank you for your patience while we reviewed your complaint.

 

Outcome 

Considering the above, I have been unable to identify any failings with the provision of our services or how your account has been handled, as such, I am unable to uphold your complaint.

 

Should you remain dissatisfied with this response you may now refer your complaint to the Financial Ombudsman – but you must do so within six months of the date of this email. You can find more information about the Ombudsman through this leaflet (A hard copy is available on request) or via their website at For consumers – Financial Ombudsman service.

 

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.

 

If have any further questions or queries, then please feel free to contact us using the below details

•    Through Live Chat within your Frasers Plus app

•    By email to our dedicated mailbox: complaints@frasers.plus

•    By post to: Frasers Plus, Express House, Petre Road, Clayton Business Park, Accrington, Lancashire, BB5 5JB

 

sourcrates

Well what they have told you is what they will tell the ombudsman, from what they have said it appears they do not feel responsible for your confusion, but have refunded the overpayment.

Changing from one system of operation to another, where different rates of interest are applied, is always going to confuse someone, if you feel they have not done enough to rectify the matter, then proceed to the FOS, and see what they may say, otherwise accept what they say, and draw a line under things, up to you really.

sunflowerdream

sourcrates said:

Well what they have told you is what they will tell the ombudsman, from what they have said it appears they do not feel responsible for your confusion, but have refunded the overpayment.

Changing from one system of operation to another, where different rates of interest are applied, is always going to confuse someone, if you feel they have not done enough to rectify the matter, then proceed to the FOS, and see what they may say, otherwise accept what they say, and draw a line under things, up to you really.

Thank you, I'll see what the ombudsman says and then if nothing I'll give up, it's all just giving me a huge headache now. 
All I know is I'll never use Frasers Plus again.

QrizB

I agree that service has been shocking, but just looking at the numbers if we go back to your opening post:

sunflowerdream said:
Then you open statements and add of 8 October 2025 the settlement balance is £361.94
I can pay off in full but I don't know what balance to pay, I don't want to pay off the settlement balance and then as before have more interest added.

In the end you paid £524.54, which is a difference of £159.60.

If they've refunded you £163 you seem to be back to roundabout where you should be?

Albeit after two months of stress and hassle.

sunflowerdream

QrizB said:

I agree that service has been shocking, but just looking at the numbers if we go back to your opening post:

sunflowerdream said:
Then you open statements and add of 8 October 2025 the settlement balance is £361.94
I can pay off in full but I don't know what balance to pay, I don't want to pay off the settlement balance and then as before have more interest added.

In the end you paid £524.54, which is a difference of £159.60.

If they've refunded you £163 you seem to be back to roundabout where you should be?

Albeit after two months of stress and hassle.

Thank you, definitely has been a hassle, it's also wound me up a bit saying there's nothing to show I contacted them, luckily I got the tiniest chat screenshot. I guess I just need to leave it now.