Contents
Quick overview
Provident’s Scheme of Arrangement is now in the final stages.
The Scheme was proposed because Provident could not afford to carry on paying full refunds to customers winning affordability complaints. The Financial Ombudsman was upholding 75% of complaints against Provident.
The FCA, Provident’s regulator, said it did not approve of the Scheme. But as Provident has stopped providing doorstep loans, the FCA did not object to the Scheme in court.
It started officially on 5 August 2021 after it was approved in court. The deadline for claims was the end of February 2022.
Provident has assessed claims and informed customers of their decision. The large majority of appeals have been held.
Provident is making payments to bank accounts or sending cheques:
- it is paying 4.2557p in the £;
- so if your redress was £1,000, you will receive about £42;
- a final letter will be uploaded to your portal account setting out the payment;
- the first bank payments will be arriving in accounts on Tuesday 5 July.
Here is confirmation from one reader (see the comments below for others):
FUNDS PENDING!!!
Hi all, I’m new to this to thread but just thought I would give an update.
I have a Monzo account, it is showing my Bacs credit as going into my account on Monday, for most people with standard accounts this means you will be be paid Tuesday 
I can also confirm it is 4.2557% as stated.
Glad it’s eventually been sorted.
But no-one should assume they will get their payment next week.
They may be going out in batches. And in any mass payment, some of them fail. Do not plan your July finances on the assumption that you will get paid early in the month.
Which loans were covered by the Scheme?
More than 4 million people were given a loan by Provident that comes under the Scheme.
These loans were given between 6 April 2007 and 17 December 2020.
The loans came from four different brands:
- Provident – often called “doorstep loans” or “home credit”;
- Satsuma payday loans;
- Greenwood – another doorstep loan brand that hasn’t been used since 2014;
- Glo – a very small guarantor loan brand.
If you have an affordability complaint about Vanquis or Moneybarn, these complaints are NOT included in the Scheme. You can still make a normal affordability complaint and get a full refund.
The definition of “unaffordable”
A loan is only “affordable” if you could repay it on time and still be able to pay your other debts, bills and living expenses.
You may have paid the loan on time, but it may still have been unaffordable.
If paying Provident left you so short of money you had to borrow more or you got behind with bills then it was “unaffordable”.
If you had several loans without a break between them, then Provident should have realised you were trapped in a cycle of borrowing and that these expensive loans were not affordable. Even a single loan can be unaffordable if it is large.
How much will you be paid?
The next stage is for Provident to divide up the £50 million in the Scheme between the people who have had their complaints upheld.
Customers who made a claim have been told which loans have been upheld and what the total redress for these loans is. You will be paid a percentage of this redress number, not all of it.
When the Scheme was voted on, many people thought they were being told that the payout would be 10%, or 10p in the £. I said at the time that that looked unlikely and it could only have been based on an unusually low number of people making a claim.
For several months Provident has been quoting a range, saying:
Based on the claims that we have received to date, we estimate that the pence in the pound rate of compensation to be paid to each customer will be between 4-6p.
Now it is known that Provident will only be paying 4.2557p in the £.
A final letter will be added to your portal account setting out what you will be paid.
Credit records will be cleaned
In other schemes and Administrations, some people say getting rid of a default was the most important result for them. Not the small cash refund!
For upheld loans, any defaults or missed payments will be removed from your credit record.
This clean up will be done at the end, when they can do everyone’s together. This is very annoying if you want to make a mortgage application, but there is nothing you can do to speed it up.
If your credit record is not cleaned in this process, there will probably be no-one to complain to about this. But there is process for resolving this sort of problem, see Correct credit records by “suppressing” them if the lender has disappeared.
Current loans
Loans that were sold to a debt collector
If your loan was sold to a debt collector, Provident is trying to get this settled. This seems to be taking some time, for example with Lowell saying they haven’t been given the right information from Provident. Several people are complaining about these in the comments below.
Loans that hadn’t been sold were written off in December 2021
In December Provident announced that it was no longer collecting any payments for existing loans:
There is nothing you need to do. You can stop making payments on your outstanding loans owed to PPC and if your payments are taken by the Continuous Payment Authority (CPA), we will stop these for you. Any payments made after 31st December 2021 will be paid back to you.
If you’re in arrears or didn’t pay your loan within the time we agreed when you got your loan, we’ll update your file with our Credit Reference Agency to show the balance as zero and partially settled.
Your credit record is being changed to show that the loan is partially settled or partially satisfied.
If you are a Provident or Satsuma customer, you should have been told about this by email or letter.
That is a pathetic payout
Provident is a successful company with the profitable Vanquis and Moneybarn brands which are still in business. It is a disgrace that the regulator has allowed them to structure their business in a way that has permitted Provident to abandon all its doorstep lending customers and not pay them their proper redress.
If you are feeling mad that Provident has got away with paying you so little, this is the time to look at whether you can make other affordability complaints, not just for loans but for other types of credit.
I have a separate page for each sort, as they need slightly different template letters to complain:
- refunds for large loans, including Moneybarn and other car finance;
- refunds from catalogues and credit cards such as Vanquis;
- refunds from overdrafts
- Morses scheme
- refunds from other doorstep lenders;
- refunds from Lending Stream, Safetynet Credit and other payday lenders.
Could a Debt Relief Order help you?
Can’t pay your bills or debts?
Can you really offer just £1 to a debt?
Sarah Louise Tansley says
I completely agree! My appeal wasn’t upheld either! Shock! NOT!
adele says
I messaged them a couple of days ago and they told me that my appeal had not been upheld. Received an email yesterday saying that there was a Message on the Portal but I am unable to read it as the Scheme website is down because under maintenance – has been since yesterday afternoon so have not been able to read the excuse given by the adjudicator as to why appeal was refused yet?
Would be interesting to find out if anybody has actually had their appeal upheld.
Zoe says
Hi Adele I’m waiting on my decision for my appeal would be interesting to see what they say about mine as my balances don’t match with what lowell have so what compensation they said I’m entitled to is wrong so I’ve asked for mine to be looked at again as mine were unaffordable once I know I will update on here
Annie says
I have just called them Woman phoning me back to let me know what happens if no decision from adjudicator when payments due to be made on July
Vicky says
I have today received my final appeal decision from adjudicator and they have not changed the decision of provident. Original 100 loan upheld but 2000 one not upheld even though I was on DMP at the time. Wish now I hadn’t bothered appealing. Time to move on from these people.
Adreva says
Appeal sent in 14th April , Repsonse recieved yesterday 9th June.
5 loans first 4 upheld, last one rejected desipte being taken 3 months after I had the fourth loan which has been found to be unaffordable.
I added additional evidence of the calculations undertaken by Provident at the time (I had previously complained) and the fact that the repayment was more then my fourth loan.
Generic rejection letter recieved rejecting the appeal.
I also asked about the default date of Sept 21 , being 4 years after payments stopped after Provident registering missed payment every month meaning the loan will have been negatively affecting my credit rating for a decade 🤬 aboustley no response.
I’m still baffled how the last loan can be found to be affordable when the first 4 weren’t.
Lilly says
I’ve also received my decision from the adjudicator, no change to the original decision. They stated that I hadn’t provided the new evidence they asked for. I presume by this they mean the medical evidence they asked for for a medical condition I never claimed to have 🤷🏻♀️ They also appear to have ignored the evidence I submitted regarding several overlapping loans and loans being deemed affordable which were actually paid off by having to take further loans out. I’m not surprised by this at all and just want the whole thing done now.
Annie says
When did yours go to adjudicator Lilly
Wendy says
How do they decide whether you get 4p, 5p or 6p in the pound? I’ve been told I’ll get between £468 and £680, should have been £11,200… sickening when they didn’t uphold my complaint a few years ago, but it has been upheld now when they’re in a scheme!
I feel totally let down, although I know I’ll be glad to at least get something.
Sara (Debt Camel) says
it’s a shame you didn’t send your complaint to the ombudsman.
they divide up the moment by the total of the upheld complaints to get the percentage that will be paid.
Sara (Debt Camel) says
Do you have aother affordability claims that you could make and get paid out in full?
The articles below explain how you can complain about the different types of credit and have a free template letter.
Payday loans, Safetynet Credit and Drafty – read https://debtcamel.co.uk/payday-loan-refunds/
For larger loans, including car finance eg Moneybarn – read https://debtcamel.co.uk/refunds-large-high-cost-loans/
Did a credit card such as Vanquis or Aqua or catalogue like Very increase your credit limit too high when you were only making minimum payments – read https://debtcamel.co.uk/refunds-catalogue-credit-card/
For Morses and other doorstep lenders – read https://debtcamel.co.uk/refund-doorstep-loans/
Have you been constantly in your overdraft all month for years – read https://debtcamel.co.uk/get-refund-overdraft/
Kim says
I sent a complaint to morses weeks ago using the template and havnt even been acknowledged.
Sara (Debt Camel) says
I suggest you phone them up and ask them to confirm they have the complaint.
Sandra says
I have had the majority of mine upheld. For some reason all the £2000 ones rejected. Total payout should have been £28,890. 00 payment being received is unbelievable. I did question it years ago but was denied a claim.
Julie says
Hi, anyone know if Lowell are writing off balances? Provident say yes Lowell say no.
Just wondered anyone else heard anything
Zoe says
Hi Julie I’ve had the same problem with lowell there saying as they bought the debt from provident I owe them even though they have been classed as unaffordable hopefully provident will buy them back from lowell as it did say the debts were wrote off last august but the ones with lowell wasn’t as they were sold before this so will have to see what happens
Julie says
Hi Zoe thanks for that. Just have to keep fingers crossed and wait and see what happens
Christine says
I’ve just checked my account on Lowell’s website and my debt still there next payment due 1/7/22
😡😡
Zoe says
Hi Christine I’ve just checked my balance and it’s zero but lowell didn’t tell me so if I was you I would give them a call Monday and ask them where your account stands at and you want to put a hold on the payment while provident sort it
Christine says
Same problem here lowell are having none of it and said the debt is now there’s and they are a purchaser not a collector so I need to continue to pay them or risk further action, they told me they have had NO confirmation from provident regarding the loan being unaffordable. I have contacted provident direct over this but they have been no help whatsoever.
Jayne smith says
Lowell won’t write off anything and to think they only paid 10% for it.
Zoe says
Hi Jane my debt with lowell has been wrote off they said it was a good Will gesture as my loans with provident were classed as unaffordable!!!
christopher john powell says
hya juile the sad answer to your queston is no im afaid has i have debts with lowell and have to still pay them
Zoe says
Hi Christine hopefully provident will buy the debts back off lowell which will solve the problem and write the debts off I pay lowell £1 a month .
Julie says
Hi I have heard that provident might buy back debt off lowell. Just can’t understand why first redress stated debt purchaser have agreed to write of account but now Lowell saying know nothing about it.
I’m paying £1 a month as well!
Zoe says
Hi Julie I’ve heard that aswell hopefully they will in the next few weeks !!!
Julie says
Hi Zoe
Just wanted to give you an update. Have just checked my Lowell account on line and it states balance 0.00 and account closed. I’m so pleased this is sorted. Hope yours gets sorted soon!
Zoe says
Hi Julie I’m so happy for you that’s good news 🙌🏼😁I haven’t heard about mine yet once I do I will update on here .
Zoe says
Hi Julie I’ve just checked mine after reading your comment my balance is clear finally hopefully everyone else’s will get cleared aswell 🙌🏼 .
Christine says
Just logged onto my lowell account unfortunately mine still showing the balance with the next required repayment date, fingers crossed it will be gone soon.
Julie says
Aaah, great news Zoe so glad your sorted as well just hope everyone else gets there’s sorted soon 👍
Lyn says
Does anyone know when provident will be paying out, in my first redress claim it said in July but on my reviewed redress claim it said by july
Sarah says
When i asked them last week they said as explained in your letter, we will notify you when all claims have been agreed and we are able to process all compensation payments. We expect this to be by 1st july 2022.
Thats what i was told.
Gord says
There’s a lot of mixed messages on here which I have experienced myself from provident getting paid in July and not getting paid till all appeals done provident need to sort this out and make an official announcement
Christine says
They refused to reduce my payments as said they were affordable as all my priority bills were up to date and this would only make the debt with themselves longer to pay off!!!
Zoe says
Hi Christine they can’t refuse a offer of £1 if your struggling especially in times we’re in now with prices going up on everything and the cost of living make sure your not going without !!!
Lee sharratt says
Hello. When are we expecting to be paid out ? Oh
Susie says
Spoke to provident today,-they are expectimg to send all compensation in the first week of july,-1st to the 7th,-believe this only when it happeds…!
Jeanette Harris says
Recieved a email today saying bank details for compensation are not correct and don’t match up to me anyone else had this trouble over 42,000 I will recieve between £15oo to £2300
Lorraine says
I’m hoping that we all are going to start getting payments soon as surely they must have sorted out the appeals by now
Gord says
My appeal isn’t due back till end of July I called provident up yesterday as I’ve read comments on this site they are paying out on 1st July and then to wait on speaks if your owed any more they will pay it later but the person I got yesterday said no they will wait on appeal before paying out
Diane says
Hopefully not too much longer to wait.
I’m still actually waiting on a decision in the first phase, at the end of May they told me they’ve not made a decision on my claim as yet but anytime in June, prior to that they said anytime in May, so just waiting now. Nothing in my portal yet either.
Annie says
I’ve just spoke to a man at provident and was told payments will be going out between 27 June and 1 July and we will hear within next week or week after what exact amount will be and if adjudicator decides any more to be paid that will follow so looks like they are keeping something back just in case and after all appeals done there could be top ups
Aj says
Has anyone had a email yet with the final amount of payment 4 -6p
Sara (Debt Camel) says
no – just check the comments here – as soon as people start getting the emails they will leave a comment saying this.
Marjorie says
Still waiting to hear about my appeal its still with the Adjudicator not holding my breath
J payne says
Hi
Check your spam folder I found an email from the adjudicator in there! Not seen any appeals excepted yet btw.
Jo
Jennifer Done says
I’m still waiting for my appeal decision
Diane says
Out of curiosity, is anyone else still waiting in the first phase, if heard a decision if upheld or not?
Cheers.
Kat says
Hi, just had this..
Thank you for contacting us about the Provident Scheme of Arrangement.
On 14 June, your appeal was referred to the Scheme Adjudicator who will review your claim and issue a final decision within 60 days of receipt.
Kind regards,
Lori Ullah
Scheme of Arrangement
Lorraine says
I hope not as we’ve been told payments between 1st July and 7th July
Kat says
This was my appeal that provident didn’t change their mind with and have sent off today..
jim od says
can you please give me any idea of date i will be paid,the stress of not knowing is making me really depressed,u may end up with my parents suing you for nrglect when i kill myself, this is all on record if i diecide to top myself.YOUR STUPID SCHENME will be down to my death.(beginning or end of july) lower or higher amoount .can your incompitent staff please tell me or you may have a lot more than this to deal with .
Sara (Debt Camel) says
You need to ask Provident this – this page is just an independent blog, it has no connection with Provident.
I am sorry but I have seen a lot of lender administrations and Schemes and it is always very stressful for some people who are desperate for the money. The best way forward is to assume you will be paid the lower amount sometime this summer. even when Provident does start to pay out, there will always be a few people whose payments do not go through the first time and who have to wait a few more more weeks.
Provident says
Afternoon Jim. We are sorry to learn you are distressed about when you will receive your redress. We can re-assure you on how and when you will be paid and we can direct you to sources of help for your depression. It would be easier if you could call us. We are open from 9am to 5pm Monday to Friday and you can reach us on 0800 056 8936.
Thank you
Provident
Victoria says
Jim, The only ones you would be hurting are yourself and your loved ones. Talk to your Doctor or Someone you trust. Your problems go much deeper than provident and although this company is terrible they are not responsible for what you do. Life can change for the better at any time and you must wait for that to happen. I am not judging because I have been there. Take care
Andy says
Jim m8 I’ve been at the bottom of the barrel and it might seem there’s no way out but believe Me there is. I had the same thoughts as you but it dawned on is that I wasn’t going to let these leaches win and I was going to fight it all the way and today I’m in a much better position financially and mentally. If you need to talk and it’s allowed by Sara I’ll put my email address on here and we can go from there.
Shelly brown says
Hi Sara
We have been helping someone with there claim. The loan value is £15485 but the compensation value is 600 to 900.
So we put in an appeal as they are serverly mentally impaired.
The appeal came back with they are sticking to the same decision.
Now it’s been passed on to an adjudicator .
If it comes back the same what are the next step as we strongly believe they shouldn’t have had those loans in the first place .
The medication they taking is very high does. They are both anti Anti psychotic drugs and we have obtained medical evidence as well.
Sara (Debt Camel) says
How many loans did they have and how many have been upheld?
Shelly brown says
32 loans
6 affordable
26 not affordable
Sara (Debt Camel) says
ok so the adjudicator will look at whether the other 6 “affordable” loans should also have been found to be unaffordable.
They won’t look at whether they should get a refund of the amount borrowed, not just a refund of the interest. Nor will they look at whether they should be paid a higher percentage or refunded “in full”.
It isn’t possible to appeal on those grounds. And there aren’t any steps you can take to challenge this. You can no longer go to the Ombudsman or to court.
Shelly brown says
Ok thank you for the information.
DL says
My lovely GP did me a letter for free to be sent to the adjudicator as the questions they were asking and information wanted was quite specific to the time period Provident are dealing with. Also enclosed extra general medical information, still relevant to one of their questions. Whether this will actually make a difference with the adjudicator I don’t know. It will be interesting to see as I have supplied them with everything they asked for.
Linda says
Hi I’m confused as to what to do about this. I lodged a complaint via the online portal, they reached a decision and I have read the letter in the portal and my claim was upheld for 4 loans in full all being classed as unaffordable. However this is where I start to get confused. In the section ‘Are you owed Compensation’ it says that I am but they cant tell me how much as yet. It then states that based on the claims that we have received to date, we estimate that the pence in the pound rate of compensation to be paid to each customer will be between 4-6p. Then states ‘This means on a claim for £100 in compensation, the customer will receive between £4 – £6’? There’s a table underneath listing my loans with a Gross Claim section in it and an Outstanding Balance section. This is what I cant figure out. I thought that the debt had been written off but it looks like they have worked out the compensation after taking off the remaining balance from what I lent. Which leaves me with an estimated Total Compensation Value of: £2.24 to £3.37. They’re now sending me lots of emails asking for my banks details now and one extending the deadline date for me to accept but I don’t know what to do as don’t fully understand the calculations.
Sara (Debt Camel) says
Suppose you had two loans, both of which have been decided to be unaffordable. I have invested the numbers.
The first one you borrowed £120 and paid £210 – so you paid £90 in interest on it.
The second one you borrowed £200, have repaid £180 and owed a balance of £175. That balance has been written off already.
Now they have to work out your total redress in the Scheme. You should get a refund of the £90 interest on the first loan, but on the second you haven’t paid any interest and you are £20 short of having repaid the amount you borrowed. So they take that £20 off the £90 refund for the first loan, giving a toal redress amount of £70 and you will get about 5% of that.
——————————————–
The other way to look at it is to add up how much you borrowed across both loans – 120 + 200 = 320
And add up how much you have paid them across both loans – 210 + 180 = 390
Then take what you borrowed away from what you have paid to get the interest you have paid across both loans – 390 -320 = 70
so the same result.
———————————————————–
This feels like very little to you because you have had almost all of your redress already when they cleared your balance.
Linda says
Ok thanks for the advice as to how to do the calculations. Makes sense. I’ll have a check though as I had paid amounts off for a good while. Then send off my bank details if correct. Thanks for your guidance and help
Christine says
Hi I had a loan with provident which they sold to lowell debt purchases which ended up in lowell obtaining a ccj against me, this loan has now been deemed as unaffordable by provident (at moment lowell having none of it and demanding I still make my monthly repayments) however after speaking to lowell this evening again regarding this matter they are saying that even if the information I have given them is correct!!! I will still have the ccj on my credit file for the full 6 years how when no loan will be outstanding I’m confused??
Sara (Debt Camel) says
There is no point in arguing about the CCJ at the moment until the debt situation has been resolved.
Nicky says
Hi all
I spoke with a very helpful lady at provident yesterday as my bank details wouldn’t input on form she inputed them for me and the call was answered after 3 rings so was afficient. I asked her when compensation payments will be made she told me the 1st week in July, I asked at what percentage she explained they don’t know yet until all figures are in.
Lorraine says
Hi Nicky I have just received a message saying they don’t have a date for compensation pay out yet. So I guess it depends who you talk to but my guess is the really don’t know … I just hope they don’t start fobbing us of with really later payments 😙😎
Annie says
I just got message saying 1 July for payment
Nicky says
Hi Lorraine
Yes they do seem to be giving people mixed messages ATM but it does state on the scheme of arrangements site it will be 1st July but we will see what happens 😉 xxx
Lorraine says
Hi Nicky
I never saw that I thought it said July and not a dated one.
It would be good if it was the first though
and yeah we will see what happens 🙂🙂xx
Lorraine says
Hi Nicky I stand corrected your right have just reread soa
My bad lol
Here’s hoping 🙃🙃
Diane says
Still waiting for a decision of the first phase, the email reply I received a few days ago is now saying a few weeks, I know they’ve lots to deal with but they’ve been telling me the same thing since March lol.
Good afternoon,
Thank you for your email.
Your claim is still under review and we expect all outcomes to be issued in the next few weeks.
Kind regards,
Scheme of Arrangement Team
Provident Financial Group
Mark says
Hi Diane,
Are you still able to access the portal?
I’m in the same position as you. I’ve never had my original claim assessed because throughout the last year they couldn’t find any record of me.
After the deadline had expired, I got an email to say I had finally been located and they manually added me into the scheme, and I got my own scheme number sent and was able to access the portal.
They told me on 31 May that the claim is still ongoing and should hear something shortly. I sent another email last week having heard no more.
Today, I can’t access the portal at all. It gives a list of reasons – mainly relating to password input which was not the case, as it still didn’t work after I reset it.
The only remaining reason was that my scheme might now be inactive which has got me really worried!!
I do hope they haven’t been spinning me a yarn all along, saying they’d included me in the scheme to keep me happy with no intention of processing me. I’m very nervous as it seems other people’s comments seem to suggest payment in a couple of weeks and I’m still hoping for both a redress and a clearance of a debt which is with one of the DCAs
Just wondered (as you are still in that first phase too) if you can see your detail on the portal or if you have. Even made inactive in the past couple of days too?
Diane says
Hiya Mark
I still have issues signing into the portal, and yes like yourself still waiting in the first phase.
I did receive an email over the last week in response to my email, to let me know that my case is still being reviewed and that I should hear before the end of June, prior to that I was told before the end of May, and before the end of April.
It is getting very frustrating, so I do understand.
The fact that many are at the stage of receiving a payout by July going by posts on here.
I have also requested that they let me know by email once a decision been made due to ongoing issues with the portal.
I’ll chase again before the end of this week to request another update and will post up if any updates.
Good luck, hope you have some good news soon.
Richard says
Diane, they can’t pay anybody out until ALL claims have been assessed and been through the appeals process when required.
Cheers,
Richard
Sara (Debt Camel) says
well they could if they intend to make a second, smaller distribution. I’m not saying this will happen but you can’t rule it out at this point.
Diane says
Hi Richard,
Hopefully those of us still waiting to receive a decision to find out what the outcome is at the first phase, if upheld or not won’t be too much longer.
Was only going by many posts on here who stated about when to expect payments.
Hopefully some news soon.
Lindsey says
I spoke with someone today and he said payments will be starting end of this month. They may start with the people who accepted the upheld claim at 4p like someone else has said then if money left over everyone gets a percentage of that reimbursed. Every person I have spoken with has always stated payments are hoping to start being made by 1st July. Fingers crossed as I have my upheld claim already spent- treating my daughters!
Christopher Smith says
Yes I was smarter I used a law firm specialising in schemes like this .However still waiting on my pittance of £40 approx
Had loans also with greenwood for food etc . Food vouchers given out .But main lender was provident over years .
Quite often I used to default .The couple years later I would get new provident loan even low I was on £6000 A year DWP
Benefits .In spite of fact I hadn’t paid back previous loan ? .
DL says
I hope the firm isn’t charging u and it was a free advice law firm? It was incredibly easy to apply to be in the scheme, the difficulty for people was that it wasn’t well advertised, a lot of people didn’t know about it
garry says
10% refund, either way provident is still laughing, only good think is they wont be bleeding anymore people dry with ther intrest rates, nothing but Bloodsuckers
Sara (Debt Camel) says
well apart from with their other brands:
– Vanquis
– Sunflower loans
– Manybarn
Babs says
So has it been confirmed it will be 10% of the comp we are due?
Christine says
Hope it’s 10% as they have classed over £18,000 as unaffordable debt with myself .
Lindsey armstrong says
No they are only paying out between 4p-6p. I spoke with someone this morning and they said final amount won’t be confirmed until 30th June then payments start being made from 1st July. The lady said they will email with final total & you’ll see money go into bank or via cheque in post to see what the final amount is.
Ross says
Are they paying 10% ?
Aj says
Where have you heard 10% from letter says 4-6 pound per 100 eg 4 -6 %
Catherine says
They can afford 10% cause the amount of people they’ve not upheld loans for even after the appeal and adjudicator decision. It’s disgusting.
Daryl says
I’ll take 10% if true, lol. Where can you find this information as concrete?
Annie says
Manager has just said 1st week of July check bank account for paymentIf awaiting adjudicator you will get your upheld money then if anything else it will be paid to you and not 10 per cent
Gord says
I called up today and was told if with adjudicator then you won’t get payment till decision is made they are telling people different things they don’t know what they are doing
Nicky says
Where did 10% come from ?? Last I heard it was 4-6 % confused.com lol 😆 x
Sara (Debt Camel) says
Carry said 10% in a comment above.
it’s possible he just used that as an example, no-one else has heard anything that suggests the payout will be 10%
Marc says
Has anyone else ever had a random redress from Fernovo/Quidie? By random I mean, they seem to have decided to do it themselves without me asking.
The only complaint I ever made to them was months ago and all I asked them to do was to remove the late payment marker from my credit file because I had never made a late payment. They agreed it was an error and corrected it. That was it, there was no dispute over money at all. That was easily 3 or 4 months ago.
Yesterday I received a letter saying they’d been reviewing historical accounts and they’ve decided my loans were unaffordable and they are refunding the interest paid + 8% interest. Total of £110. Asked me to confirm by returning the form and they’ll transfer to my account within 21 days. Happy days :-)
Sara (Debt Camel) says
This is best asked on the payday loan page https://debtcamel.co.uk/payday-loan-refunds/ where more people who used fernovo/quidie will see it.
Richard says
Not from them, but I did have an email from the Administrator’s of MyJar about 3 unaffordable loans I had a number of years ago and they will be paying redress. I thought it was a scam to get my bank details but after a few phone calls to MyJar and the Administrator’s I found it was legit.
They may be paying me £12 – £16 ha ha.
Jimbob says
I had my claim upheld
I had previously claimed in july 2020 they denied it in oct 2020 sayin all loans afforable appealed to fos and why it was with then the scheme started so had to re apply on there portal they mow decided 6 out of 7 was unaffordable but will get only 4-6 % so 72-100 instead off 1800 i no not much compared to others
So had a rant about it as if they found me unaforable in first place on my appeal did it mainly have a moan
N i am recieving a letter in the post when asked on portal if any descion had been made when i asked on portal they dont have the letter but can tell me
They said its been changed to parcely upheld so only knows what they decided do . So anyone else had this situation no was 15th they decided cant wait for letter turn up haha .
Gord says
Just been on phone to provident to speak to a manager surprise none available I have been told several different messages about payment I’ve been told I had to wait for adjudicator decision before I was paid then I was told 1st of July I asked clearly when we were getting paid she went to check and said definitely first week in july then await adjudicator desision and if any more I will receive that later asked what % getting paid was told they won’t know till end of June we’ll they are going to be very busy from 30 th June to work out everybody’s money to be paid by first week in July how can they work this out if not all decisions on redress has been made very fishy
Kim says
I wouldn’t be suprised if they pay it all out at the 4% and if there’s any left after sorting out appeals we’ll get another payment
Sara (Debt Camel) says
very possible. That’s what the Money Shop did. It’s what Amigo is planning to do.
Gord says
They must know by now what percentage they are paying disgraceful the way they have treated people they will be very busy in the next 48 hrs
Lorraine says
Well they need to get there finger out either way as the have only 8 days left until they start payments
Let’s see eh !!!!
Diane says
And hopefully those of us still waiting for a decision if upheld or not in the first phase will hear soon too.
Are you still waiting for a decision too at first phase? X
Dominic says
Has anybody had a total rejection from Provident overturned, partially or in full, by the independent adjudicator? Fortunately this did happen to me on May 27th.
However whilst the document from the IA is viewable in the Claims Portal, nothing else has happened in terms of correspondence from Provident. The portal just says my appeal has been submitted etc. No invite to provide bank details or any explanation on what’s happening next (which the IA said Provident will now do).
Dominic says
Update to myself in case anybody else in the same boat.
Letter from Provident received… confirming claim upheld and inviting to provide bank details. However this part of the form didn’t want to work, so I called today.
The woman I spoke to advised that the cut off for this part of the form had passed and I would be paid by cheque. She said that the exact claim value would be known 30th June and that a cheque would be sent mid-July. She also confirmed that upheld claims automatically go to the ‘next stage’ which involves updating credit reports (this is all I care about).
Pinch of salt on all of this of course, but thought I’d share.
Robert says
Yes could also not get it to work yet have only recently received my claim amount as last time I checked portal no update not sure while they are asking for it as sure when apply my bank details were given and as I had Satsuma loans they were paid into my account so they should have my details as have not changed my bank account!
Lorraine says
Diane my claim has been upheld so just awaiting payment. I hope you get sorted soon
Diane says
Thank you Lorraine.
Hope you receive your payment soon as well. Xx
Jack says
Hi Sara and everyone
Just some news here regards provident and any loans that were sold to Moorcroft.
My 3 loans that were upheld 1 been sold to Moorcroft I received letter today saying from moorcroft your loan balance has been wiped clear and refund for overpayment to us will be paid within 7 days but then when looked at online banking it was already in today.
Just for yous all to keep look out on bank accounts incase you just find a credit.
Ashleigh Oakes says
Oh wonderful! I have a complaint in with lowell but I’m assuming provident will buy back the debt and wipe it they just haven’t sent the information yet. Lowell are fully aware I’ll take it to the ombudsman as my letter from provident states the debt purchaser agreed to wipe so they can argue between themselves. My 8 weeks is up shortly on the complaint so we shall see
Julie says
Hi Ashleigh
I received same letter stating debt purchaser (lowell) had agreed to write off debt so owed nothing yet Lowell still saying I have to pay. Just hanging in there to see what happens. Hope we get this sorted soon
Ashleigh Oakes says
Yeah I spoke to lowell soon as I seen the letter and they argued with me, I spoke again they argued, I then spoke to ombudsman who agreed with me and I phoned lowell back for yet another argument. Only when I mentioned ombudsman did they finally back down and actually file a complaint. Not before having me in tears through his appalling attitude mind. Ombudsman seemed to think a bulk arrangement would be in place they’d know roughly how many accounts and an overall figure but the individual accounts would still take time to rectify. Hopefully sooner rather than later
Christine says
Lowell have been horrendous with this situation making out I’m making it up, As they have heard absolutely nothing regarding the matter from provident refusing to reduce my repayments and threatening bailiff action if I stop paying hope it’s sorted out soon, I keep checking my account on there website but it still has an outstanding balance!!!
Ashleigh Oakes says
Christine they’re an awful awful company. The lad I spoke too genuinely needed lessons in customer service, part of my complaint is about his argumentative attitude and just lack of empathy. Even when I was in tears he just kept arguing, his tone soon changed when my partner took the phone off me due to me being upset. Was like a whole new person when speaking to a male…
Shelley says
So today I spoke to Lowell .Am so happy all my upheld loans have now been wrote of I’m hoping this apples to anyone whom have had there loans up held.The lovely gentleman said the decision was only made on the 24 th June.He also said any moneys that have been paid since aug 21 would be re embursed .He also said that my credit file would be updated within 60 days .happy days just waiting now on the compensation from provident .Good luck everyone it’s been a long battle
Shelly says
I spoke to a provident agent today and I was in shock.
As I have been assisting someone with there appeal I thought I’d call to find out what is going.
Regarding payment date- The woman from provident said payments will not be payed until all the appeals have been processed.
I was in shock 😲 honestly these people need to make up their minds .
What Is the actual truth ????
Sara (Debt Camel) says
best wait and see. Even when a date is given there will be people who are not paid on that date because of processing problems.
Shelly says
Ok thank you.
June says
Just phoned them they say still not decided I don’t believe that they don’t know what they are paying people especially with it being one week before its supposed to be in our bank iv have emails saying they intend to try and start paying out in June emails saying payment on the 1st of July now saying on the phone its could be 3 weeks into July everyone you speak to at provedent tells a different story so I think its a game of wait and see when they throw the dart
Lindsey says
Every person I’ve spoke with has always said the same payments due to be paid starting 1st July. One lady did say that it could be the first full week with the large amount of payouts being carried out.
Caroline Taylor says
Hi Sara,
I appealed against my decision even though only 1 was upheld and I received no compensation. One of the reasons states that I still owed Provident money. This is totally incorrect. I had not had any loans from Provident since 2014 and my Lon was repaid by 2016. I know this has happened to other people but surely that cannot be legal to state a customer still owes a company money when they do not.
I also note that in some cases the adjudicator has asked for evidence directly from claimants. Why is that not done for all claimants? I thought we are meant to be given 7 days notice in which to submit evidence to the adjudicator. Provident just told me it had been sent. I feel this whole process is unjust. I was a single mum with my own home and working part time. Of course I paid my loans as I would not risk my losing my home but it does not mean I did not go through any hardship. I almost feel that if you repaid your loan you are never going to be compensated.
Can I insist that Provident remove the claim that I still
owe them money as that is incorrect and could
Impact my credit rating.
Many thanks
Sara (Debt Camel) says
does your credit record show that you still owe them any money?
Caroline Taylor says
Hi Sara would I have to check on a site like Experian?
I would be interested to know if anyone on here has been told the same thing and yet have no outstanding amounts, and had this removed. It’s the fact by upholding their decision they still maintain that is fact.
Sara (Debt Camel) says
yes, see https://debtcamel.co.uk/best-way-to-check-credit-score/ for how to check for free.
Caroline Taylor says
Thank you Sara..
Caroline Taylor says
Hi Sara, just went on and have no outstanding loans to anyone. All I have on my credit rating is my virgin mobile contract, which I have confirmation today has been paid ( my phones).
Sarah Louise Tansley says
My credit file was amended in December. My balance was taken to nil and they removed the default and it shows closed on my file. It was Satsuma though mine was. Or Lowell at the time.
Caroline Taylor says
Thank you Sarah, I just don’t know how they have got away with claiming people owe the money when they don’t.
Damien says
Does anyone know if the loans that were passed to Capquest and paid off whilst this scheme was in place should be wiped and refunded?
Annie says
Just had call back regarding awaiting adjudicator Scheme closes 30 June All payments will be transferred to banks from 1 July and should be in by following Friday Any late adjudication upholds will be paid after that So getting told same thing all time altough puzzles me how this will all happen on 30 June although I suppose we have been give 2 quotes with either 4 to 6p in pound so whatever it is it’s either or that will be transferred
IAN R says
Sara we’re so close to knowing what is going to happen this week with the scheme-will we get a payout or more delaying tactics-I hope this teaches us all not to get these type of loans anymore-if you on benefits go for a budgeting loan-at least there’s no interest-fingers crossed for everybody 🤞🏻
Joanne says
Not looking like Friday will happen judt had a message quite rudely stating that they are still working on claims will be July buy no date given..
*we’ve already stated we are working on claims and will be in touch when all claims are resolved*
They’ve had a long period
Lindsey says
I spoke with someone this morning and the scheme closes on Thursday & payments are commencing Friday. Anyone with appeals awaiting any redecisions will receive their expected balance plus any extra of their appeal is successful. They have always stated that anytime I’ve spoken with them on the phone
Diane says
Good luck, hope you get some news soon.
I’m still waiting for a decision of the first phase and I believe a few others are waiting too. So not even sure if it upheld or not yet lol. Nothing in the Portal, and they did say they’d let me know by email of any updates, but so far only being told that no decision made yet?
Zoe says
Hi Diane I’ve been waiting on my decision about appeal checked portal nothing on there so I emailed them about it received a email back to say the decision hasn’t been changed and that’s the final decision not surprised one bit don’t know why they said people can appeal when clearly you have no chance of getting a different outcome !!!!
Michelle says
I hope there’s no delays,fingers crossed for us all.
Kim says
Iv just been told that the payments will only be processed once ALL decisions have been made… and yes that includes the ones that are still waiting on appeals 😡 so don’t expect payments anytime soon
Lindsey says
No they are going to be paying out starting on Friday. I spoke with someone today & asked them to clarify the mixed messages. All claims are being paid out from Friday onwards. Anyone with claims being appealed will receive additional payments of appeal is a success. The scheme closes on Thursday. Each person will get no more than the top figure & no less than bottom figure.
Kim says
That’s what I was told the first time and then it was changed a couple of days ago to not until all decisions have been made. It seems to depend who you talk to 🤷♀️
Jenny says
They told me today people who accepted there loans will be getting there money from Friday people who appealed will have to wait a little longer until all claims have been looked at
Zoe says
They know what the decisions is going to be already they have no intention of changing the first decision so why tell people they can appeal don’t make any sense already goner pay less compensation than they should and now there just goner drag it out as long as they can and make people wait even longer for money there owed !!!!
Lyn says
It seems they’re still telling everyone different things as I phoned them and was told that payments will start being made on the 1st of July but to give them till the 8th for it to arrive in the bank as they will be issuing a lot of payments and then the waiting time for the bank to clear it. I’m just tired of it all now and hope they get it sorted as soon as possible so we can all forget about it and move on
Lorraine says
Actually thought that bank transfers were instant now and no need for waiting / clearing
Lyn says
I was told they were paying by bacs which takes 3 or 4 days to clear depending on your bank or building society.
Sara (Debt Camel) says
That’s right. They will be paying by BACS, not faster payments.
Christopher says
Yes Provident was used when I was salesman in Comet ,we even had a bus load of folk come to buy with provident staff Glasgow .
Years later I find myself things being in a reverse situation now turning to them for credit ( on DWP benefits ESA) ,with loans I can’t afford .
Yes I must be foolish with interest rate these loans attract . I Remember the VHS video tape for provident sales for these loan sharks ,lying in the shop. And watching a few minutes of it .Little did I know the handicap of this operation.
I hope everyone gets sorted and remunerated with something cash or wisdom to avoid a repeat of these mega expensive loans
Gord says
Why can they tell people Friday when they don’t know they shouldn’t be doing that I was on phone this morning I’m still waiting on adjudicator decision and was also told Friday was told I’d get an email towards the end of the week with what I’m getting and if due any more when decision is back from adjudicator I’ll get anything else I’m due
M johnson says
I phoned up today and they said they were starting to pay out claims on friday 1st July and all claims will be deposited by the 8th then cheques sent out to others who haven’t registered bank details
Diane says
That sounds hopeful.
Myself and a few others are still waiting for the very first decision to find out if upheld or not.
Think it’s time to contact them again to ask for an update. The last most recent update was that they’ve not made a decision yet and will be in touch before the end of June. But was told the same in May and April etc.
Nothing in the portal either.
Zoe says
Hi Diane I sent a email asking if there was a decision on my appeal as I hadn’t heard anything and nothing on the portal I got a reply saying the decision hadn’t changed and it was final and payments would be July really don’t see the point them asking if we wanted to appeal as it seems they had all ready made the decision on the first letter we received
Lou says
i have also had confirmation that payments will be made on the 1st – fingers crossed they do
Shelly says
Provident are incompetent!
They can’t even give customers a straight forward answer.
It’s a mess!
Zoe says
Hi everyone I’ve just received a emailed just saying all compensation payments will be made July no date given
Darren says
Same here! Not giving much idea really
Diane says
I wonder how many of us are still waiting to hear of a decision if upheld or not at the first phase?
I emailed SOA again earlier to request for another update as there’s nothing in the portal.
I’ve been getting told the same thing like, a decision not made yet and claim still being looked at and they’ll let me know before June, before that it was end of May, end of April and so on.
So will be interesting to see what they say this time.
I did state that I’m aware many have already received decisions and either at the appeal stage and or payment stage.
Just don’t seem to be getting anywhere.
Annie says
Just had another e mail Adjudicator has partially upheld more of my loans . I also phoned but man said it justs says a partial uphold on system I will get a letter in post. Hopefully it’s the big loans they have upheld
Gary Boyd says
I messaged on the portal yesterday and got a response now. I asked when will the scheme close,the reply I got says compensation will be paid at the start of July but they can’t give an exact date as of yet.
Lorraine says
I have just had a reply back from provident to sat there expected date was 1st July but as I can appreciate (apparently) that they have had a high number of claims so could be July sometime no date confirmed. So looks like pushbacks just as I thought