If you had doorstep loans from lender such as Provident, you may be able to get a refund of the interest you paid if the lender should have realised the loan was unaffordable for you.
Doorstep lending – also called home credit – is where a collector comes to your house to collect the repayments.
Doorstep loans are used by over 1.3 million people in Britain. Many people have been borrowing from the same lender for years.
Provident is much the largest lender, but everything in this article also applies to the other lenders including Morses Club, Mutual and Loans At Home.
Contents
What is an “unaffordable” loan?
The regulator says that a loan is unaffordable if you couldn’t make the repayments without borrowing again. This could be borrowing from the same lender, from someone else, getting deeper into your overdraft or by not paying a bill such as a utility bill.
So even if you always paid your loans on time, they could still have been unaffordable. Especially if you had several Provident loans at the same time or often had to refinance/top-up a loan.
Often the first few loans may have been just about affordable, but Provident should have realised their loans were making your life more difficult when you kept getting more loans.
If you were struggling, your agent should have suggested that you could repay the current one a lot more slowly with no extra interest being added. But too often people were just offered another larger loan.
That was irresponsible lending and you should get a refund back of the interest you paid.
You are very unlikely to get a refund for only one loan. But if you borrowed several times and if you took out a new loan when you were having problems paying an existing one, then complain.
How to ask for a refund from Provident or other home credit lenders
For the last few years, lots of people have been getting large refunds from payday loans, see How to ask for a payday loan refund. The good news is the process is exactly the same for doorstep loans – the regulator’s definition of affordability is the same for all sorts of lending.
And now people are having success with complaints about doorstep loans – see the comments at the bottom of this article!
The template letter here for doorstep loans is similar to the one for payday loans, but it has some extra points that matter for doorstep loans.
Template letter to ask Provident for a refund
As I do not have all the details of my loans, I want you to send me a list of them, showing for each loan when it was taken out, how much interest and charges you added and what I repaid – this will enable me to assess any refund you offer me. I would like you to send me a complete list even if you consider that some of the loans are too old to be refunded. [delete this if you already have your loan details.]
You should never have given me these unaffordable loans. I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[If any of the following happened to you, add a couple of sentences describing this. If the problems didn’t happen for all of your loans, add the words OFTEN or SOMETIMES. Delete any that didn’t happen to you.]
- I have borrowed from you continuously for [say how many years]. Every time I repaid a few payments my collector encouraged me to take a top up and refinance it. My collector never explained I would have paid less interest if I just took a new loan and carried on repaying the old one.
- I missed several payments and the collector knew I was in difficulty as I had lost my job/had my hours cut/benefits reduced but I was just offered a new loan. I was never told that I could have a repayment plan for my existing loan instead.
- When I asked my collector if I could pay over a longer period, he/she said I couldn’t unless I took a new loan.
- For the first loan my collector looked at my payslip but after that he never checked and never asked if I was getting the same money – I wasn’t.
- My collector said I needed to change some things on my application otherwise it wouldn’t be approved.
- My collector filled out the application and gave it to me to sign, I didn’t have time to read it.
I didn’t know that the lender was supposed to check that I could repay the loan without having to borrow more. I only found out in [say when and how you heard about these refunds – article in the Sun? Facebook advert? friend told you?]
Also include your customer reference number if you had one. And explain if you have moved address or changed your email so they can locate your account.
Contact details for doorstep lenders
- Provident & Greenwoods Use their online form: complaints to Provident and copy your complaints letter into the “message you want to send us” box.
- Morses Club & Shopacheck You have to write to them, see complaints to Morses.
- Loans at home email with COMPLAINT in the title to customerservice@sd-taylor.co.uk.
- Mutual email to complaints@mutual.uk.com.
- Compton Finance email mark.phillips@comptonfinance.co.uk with AFFORDABILITY COMPLAINT as the title
- Short Term Finance (Birmingham) Use their online form and copy your complaints letter into there: complaints to Short-Term Finance.
- Naylors Finance email with COMPLAINT in the title to admin@jrnaylors.com.
- Skyline Direct complaints@skylinedirect.com
- Swift ivan@swiftdl.co.uk
Keep a copy of online complaints or letter sent – if you email it to yourself it’s easy to pass on to the Ombudsman if needed.
How strong is your complaint?
It can be hard to win a complaint for just a couple of small loans.
Two useful guidelines are:
- The more loans you had, the better your case. Borrowing for long periods by taking out new loans or refinancing existing ones shows you were dependent on the loans.
- The larger the loans became, the better your complaint is. The first few loans may have been affordable but if they kept going up, that is a sign of increasing trouble.
You should get a response in 8 weeks
You may get a list of your loans on its own. This is NOT the response to your complaint, that will arrive later. You don’t need to do anything with the list of loans, just keep it as it if the lender makes you an offer, it will help you to see how good or bad it is.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it.
Provident is being very slow about replying to complaints and they often don’t make a good offer. They may ask for two more weeks several times… I suggest you send the case to the Ombudsman straight away after 8 weeks.
If the lender rejects your complaint or makes a poor offer
If you think you have a good case, don’t be put off if the lender rejects it. People are winning A LOT of these cases at the Financial Ombudsman.
It’s normal to not get the first few loans refunded. If Provident has offered you a refund of loans 5-12 that is probably a good offer. But if they have offered a refund on just loans 10-12 it probably isn’t – you may be able to get a lot more by going to FOS.
If you are offered a small amount, don’t worry you will lose this offer if you go to the Ombudsman. We have never seen this happen.
If the lender says the loans are more than 6 years old so you can’t complain about them, ignore this and send your case to the Ombudsman who is looking at older loans (but not loans before April 2007. you can’t get a refund on them).
I have written more about Provident’s low offers in 2020.
Sending a complaint to the Ombudsman
The easiest way to send a complaint is to use their online application form because that asks all the questions they need to know the answer to (most of these are easy, such as would you like to be contacted by letter, email or phone?).
You probably won’t get a refund back of all the interest you paid… but ask for a refund on all loans and let the Ombudsman make the decision about where your loans became unaffordable.
You don’t have to calculate anything or ask for a specific amount. If you don’t yet have a list of your loans, say you have asked for one but the lender hasn’t sent it.
What should you say to FOS?
There isn’t a separate template for this. You can just copy the complaint you sent to the lender. But here are some more things you may want to add.
It’s worth emphasising if you had a poor credit record, especially if it got worse as you carried on borrowing from the doorstep lender.
It is worth emphasising if you repaid some loans early because you borrowed more that month from the same doorstep lender. This is sometimes called “refinancing” your loan.
In this case you may have paid more in interest than you would have if you had just been given an extra loan because of the way the “early settlement calculation” was done. If this wasn’t explained to you by your agent (and I bet it wasn’t!) then you paid more interest than you should have.
It is also worth pointing out to the Ombudsman if it was always your agent suggesting you borrow more, perhaps because it was getting near to Christmas, or in August when you might need more money for new school uniforms, or because you had paid off a lot of a previous loan.
A lender such as Provident should only have offered you a loan if you had asked them in writing for it. The collector shouldn’t have sat in your home and offered new loans. So if this happened to you, mention it in your complaint to the Ombudsman.
Send your bank statements and credit report
Send your bank statements with your complaint. If you haven’t got them all, send ones you do have and set about asking your bank for the rest, then send those. You are more likely to win a complaint if you send them, especially if you only had a few loans.
If you have borrowed for many years and the pile of statements would be HUGE, it’s still a good idea to get them all now, but you could then wait and see that the ombudsman asks for.
Don’t be worried because your bank statements show a lot of gambling. Here is one case Ombudsman decision about a Provident case involving gambling which shows that FOS just accepts you have a gambling problem, you can still win these complaints.
Also get a copy of your free TransUnion Statutory Credit report and send it to the Ombudsman with your complaint. Don’t worry you can’t get an old credit report – the Ombudsman knows this isn’t possible.
What about your current loan?
If you are still repaying a doorstep loan, you can still complain. If you tell the lender you want a payment arrangement, they will allow you to pay less each week over a longer period without adding any more interest.
But if you have other problem debts as well, talk to StepChange and they can see if a debt management plan would help. You can still complain if you are in debt management.
Need some help?
Your local Citizens Advice can help with writing these complaints, that will be free.
You don’t need a lawyer or a claims company. They take a LOT of your refund and you can make a better claim on your own than they can. A good claim involves telling your own story, you know what happened and a claims company doesn’t!
Comments or questions?
Hundreds of readers have posted comments below about how their Provident complaints are going and the successes they have had. If you have a question, ask it here!
Payday loan refund template letters
Too high a credit card or catalogue limit?
Borrowers are getting refunds from Amigo
Lisa L says
Hi Sara,
I’ve had a poor offer from provident in which they only agree to paying the interest on two loans out of 9, and are sending me a cheque for this amount. My question is, if I refuse this offer and ask for more based on my workings out but they refuse this, can I still accept the first offer? They can’t then withdraw it can they? Thanks in advance 😀
Sara (Debt Camel) says
They aren’t likely to withdraw the offer.
Another option is for you to wait until you have the cheque, and then tell them you want to send your case to the ombudsman so is it OK if you cash your cheque?
Lisa L says
Ok Thankyou for your help. I will post hopefully soon with a positive outcome fingers crossed 😀
Donna says
Hi I was sent a cheque from Provident in July but then sent my complaint to FOS. FOS said Provident should refund all the interest on every loan plus 8% interest.
I emailed Neil Iverson to ask could I cash cheque and he said as Provident had agreed to settle it would do no harm for me to cash the cheque and I would receive a cheque for the final redress once it is finalised. He has put a note on my file to reflect this. I am so glad I emailed him as this will really help me.
Hayley says
Hi can someone advise please. I sent a complaint to Provident about unaffordable loans. I never got a final response so I sent to the FOS. However I’ve looked on my credit report and Provident have reduced my outstanding balance by about £2k. I just find this strange that they didn’t give me a response. I looked into my statements and I paid around 7k in interest originally. The majority of loans were definitely unaffordable. Do u think the FOS will uphold my complaint if provident have already reduced my outstanding balances without telling me? Thanks
Sara (Debt Camel) says
FOS won’t see this as a problem, they will just work out what the total redress should be.
stef says
Just wanted to make people aware, I received a refund from provident in July, they said that £1539 would go to pay if my Lowell account, I had paid off most of my account already, It’s taken me over 3 months but have just received my money back from Lowell, please check that all your figures work out as I could have lost the £1539 if I hadn’t worked out the figures, good luck everyone and thank you Sara for your site
christina wallace says
Hi, how do you work out the interest you should be due
robert sands says
I’ve had a reply of Morses about my complaint but they are asking for my credit report bank statements and and bills tht I may have missed and say if I can’t provide they will close the case
Sara (Debt Camel) says
How recent was your borrowing?
Sara (Debt Camel) says
If they reject your complaint, or “close the case” then you can send it to the ombudsman where a LOT of these cases are being won.
Lynne says
How much should I be looking at to get back, I have paid just over £10,000 in interest from the loans they sent list off
From 2007 to present I owe £1000 they say but really should be £300
Sara (Debt Camel) says
Did your loans tend to get larger?
Provident seem to have just started saying they won’t refund anything before 2010. This is not a date that the ombudsman uses, they will go back to 2007.
But if your earlier loans were a lot smaller it may not be a bad offer if they offer to refund all the loans from 2010 as the ombudsman usually doesn’t refund all the small loans at the start.
But you would want ALL the loans from that point refunded. No “we only refund from 2010 and then we don’t refund the first few of those…”
And the 8% interest can add up to a LOT.
So can you add up all the interest from 2010 onwards?
Lynne says
I’ve worked out from 2010 I’ve paid £8101.00, loans got bigger but in process of this I lost my house had mortgage rescue now I pay them rent for house
Sara (Debt Camel) says
mortgage rescue?
Lynne says
Mortgage rescue was a scheme
Through citizens advice, when your about to lose your home cause you in debt so they buy from you and you rent back off them.
Sara (Debt Camel) says
oh good, I was hoping you hadn’t get caught up in a private scheme which is often little better than a scam.
Lynne says
How much 8% do you get extra on just say £8,000 on all loans how does this work is it 8% on the total loan??
Sara (Debt Camel) says
It is 8% per annum on the interest payments you made on the loans that were upheld. Sorry, not simple.
Michelle says
The ombudsman requested my file from Provident on 23rd July. I have called the ombudsman twice since then to get an update (the last time being last week) and have been told that Provident have not responded to their request and that they are experiencing delays. Just been made redundant so I could really do with this being dealt with. I have sent two emails to Provident asking them to send my files on as requested, I have received a reply to neither.
Sara (Debt Camel) says
Sorry to hear about losing your job – very anxious times…
I suggest you email the FCA at consumer.queries@fca.org.uk and copy this to joe.sweeney@provident.co.uk and Neil.Iveson@provident.co.uk
Subject: Provident (700144) won’t send the Ombudsman my case file
Put in some details about your complaint – how many loans you had, the fact that you were earning £1000 a month but the agent put it down as £1000 a week and that provident were also lending to your husband at the same time.
Say you have sent your case to the ombudsman and FOS asked Provident for your case file on 23 July but they haven’t yet sent it after nearly 3 months.
Say you have lost your job, so this is causing you extra stress.
Say you know the FCA will not look at your individual case but you thought the FCA should know how slow their complaint handling is as you don’t think a firm should be allowed to carry on lending to people if it can’t manage to respond to the ombudsman in a reasonable time.
———————————–
Are you paying Provident anything at the moment? What are the rest of your and your husband’s debts like?
Michelle says
Thanks Sara. No I am not paying provident anything at the moment. All loans with them have been setlled. We are both in a bad position financially and are currently under a DMP.
Sara (Debt Camel) says
ok, well you need to go to your DMP firm and tell them you have been made redundant and ask if you can halt payments until you get another job.
Michelle says
Thank you. I have spoken to Stepchange who have halted my payments until further notice and asked me to contact them again in December for an update on my circumstances. I have also just received an email (at 21.15) from Neil Iveson asking me if I would be prepared to discuss this situation with him in the hope to move the situation along more quickly by coming to an agreement and not having to go through the FSO. He has said that I am under no obligation and if I am unhappy with their offer he will ensure that my files are sent over immediately. Thank you so much Sara. Hopefully I can get this sorted and take a little pressure off the current situation.
david cliff says
hi does anyone know how to claim tax back on these redress payments thanks dave
Georgina says
Yeah you need to complete a R70, should be very easy to do although I am now fighting with the tax man as they now claim I’ve not paid enough tax since I submitted my R70 so I’m now having to argue that out with them!!!
Sara (Debt Camel) says
R40, not R70. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Georgina says
Oops sorry I knew that 🤦🏽♀️
You can fill them in online aswell
Ash says
Anyone know how long Morses take to pay out once ombudsman rules in your favour? They’ve been given til 27th to respond. Am hoping it’s sorted soon as my complaint has been going in for so long.
Lisa b says
Sent provident a email on 22nd sept asking them to look at all my accounts I have had with them as I they were unaffordable top up on top how long are provident taking to reply if you have a case
Lynne says
They are a joke, ive emailed and phoned but not reply.
Lisa b says
Thank you will see if I can find a phone number and ring also
Claire says
Hi Sara,
I have spoken to my adjudicator today and he has said that the new ruling means that they can only consider loans taken out after 01.03.2010, do you know when this ruling came in to play? I made my complaint to provident 09.07.2020 and I was under the impression that this would include loans going back to 2007?
Claire
Sara (Debt Camel) says
Is this the person at Provident dealing with your case? Why are you talking to them again, your case is now with FOS i think?
This date is a new date that Provident have just started talking about.
It’s not one the ombudsman is using!
Claire says
No, it was the adjudicator at the ombudsman that told me, because provident had quoted in my letter “we are not obliged to review loans taken out prior to 1 March 2010, therefore loans issued before this date will not be taken in to consideration”.
Sara (Debt Camel) says
That’s very odd.
Lynne says
Hi, I’ve just had an offer that is just my outstanding loan, which is the same as what I owe with the ful interest in £2600. Basically they are just scrapping that loan what about the other 8,000 I’ve paid over the last 10 years not happy
Sara (Debt Camel) says
Have you sent it to the Ombudsman ?
Moira says
Hi all,
Anyone been successful against loans at home? I thought provident were taking ages but these are definitely longer. Have passed the 8 weeks and they asked for another 4. Have only just received my loan breakdown. Have forwarded onto fos last week. They’re not very forthcoming with info that’s for sure. Anyone had any luck?
Kelly McCandless says
Hi Moira,
I complained to Loans at home in July 2018, they acknowledged my complaint and like you passed the 8 weeks asking for another 4. They did not uphold my complaint and I asked them to look again and submitted more evidence (naively thinking it was better to resolve with them) my evidence included txt messages to and from my agent telling her I could not afford a new loan and her replying she needed the commision!) They offered me £980 on 2 loans they couldn’t find paperwork. I submitted to ombudsman in december 2019. It took 6 months to be allocated to an adjudicator. LAH were given 3 deadlines to reply and missed them all. Adjudicator ruled in December 2019 that loans 5 to 32 were unafordable. LAH disagreed with this and I was put in queue for ombudsman. Picked up in April 2020 and they agreed with adjudicator in May 2020. The same day i emailed desision to LAH and told them i wanted all correspondence by email due to restrictions of Covid. They sent breakdown next day and transferred money by BACCS 2 days later. It’s good you have sent to ombudsman. If LAH come back to you after the 4 weeks looking for more time I would ask them to supply you with a final response and send it to ombudsman. Just like provident Loans at home drag it out as long as they can. MY total redress was £8900 so worth the wait on the ombudsman. Good luck
Moira says
Hi Kelly,
Thankyou for the reply, congrats on it finally being sorted for you. My case hasn’t been picked up by the fos yet but hopefully it’ll be worth the wait.
Jane says
Hi can anyone tell me what to do next I put a complaint in to provident asked for all my statements of loans I’ve had off them dating back to 2006 about a month ago today I received all of these with my payments dates as well but now I’m stuck as to what I should do next do I send them anything or will they get back to me now I have all this information any help would be great
Cath says
Hi Jane
I am in the same situation as you and I’m afraid its all just a waiting game now. I do email Provident weekly for an update and have been told that my complaint is now with a handler, pending investigation (that was 3 weeks ago) I don’t think they are picking these up in order as I know some people have submitted theirs after me and have had replies/settlement offers already.
I have sent it across to the FOS who have not yet picked this up; I am now on month 4 of my complaint.
Good Luck!
Jane says
Thank you for the reply I will wait the 8 weeks and will do what you have and ask for updates on what is happening i have done this before with wonga and it took forever but managed to get my refund hopefully I can to with provident
Jane says
Hi had an email today saying We are sorry that we have been unable to resolve your complaint at this time.
We can assure you that investigations are still ongoing and this matter is receiving our urgent attention.
We aim to have completed our investigations within the next 28 days.
So hopefully will soon be sorted or is this just a standard email
Claire says
did you use the template letter on here? if so you don’t need to do anything until the complaint is 8 weeks old.
Jane says
Yes i used the one above it’s took 3 weeks to get my statements from them and I didn’t know what to do next thank you for your reply I will and see what happens
Michelle says
Just had a letter from Provident. They are upholding all the loans the financial ombusdman recommended and I should receive my cheque in the next 14 days. I am ecstatic. Christmas is sorted and I’m learning to drive at the age of 40 haha. Thank you and good luck to everyone on this page and a huge thank you to Sara for all the advise. X
Claire says
Congratulations, great result.
Julie Berry says
How exciting Michelle. I am hoping I’m at that stage too, just had an email from Provident saying they’re authorising my account for refund to go in line with the ombudsman recommendations and she wanted to check my postal address to send further correspondence, so hopefully I’ll be in the same stage as you very soon. I’m so giddy! So happy for you Michelle. X
Lee Martin says
What date did the adjudicator write to provident please?? I had the adjudicator email provident on 18th sept and still heard nothing
Michelle says
I received an email from the fo saying they had contacted Provident and that Provident had until the 18th of September to reply then it was the 1st of October I received another email from the fo saying Provident had agreed to their recommendations.
Michelle says
That’s brilliant Julie. Hopefully our cheques arrive soon and we can enjoy spending. I’ve never had this amount of money in my life, constantly been in debt. This is life changing. X
Jodie says
Oh i do hope they are working in order because provident accepted my claim from the FOS on the 2nd oct an ive not heard anything off them yet of my calculations
Sarah says
So Neil was as good as his word and my case files were sent to FOS. Had a call today from my adjudicator and she has agreed my loans 6-13 should be upheld also.
So I have emailed the decision to Neil as he promised he’d look into whatever the FOS suggested and get it moving for me. So fingers crossed he’ll pick it up soon and get it moving, but I’m not holding my breath!!
Thanks again so much Sara for all your help and your encouragement to persevere with this.
Sarah says
Sara, when I spoke to Neil last week he told me to get in touch as soon as I had a decision from the FOS and he would push it through as I had been waiting so long.
I sent him an email yesterday with the details but do you think it would be ok to call him, or should I just keep to emails?
So glad that my case is almost at the end, my husbands has just been picked up by FOS so we are now waiting on Provident sending his case file.
Again I can’t thank you enough as without you and your site I would never have even known that I could claim!
Sara (Debt Camel) says
I would give him a couple of days then call him.
Shirley says
It’s so frustrating I’m still waiting an outcome after 16 months. Glad people are getting sorted thoughx
Chris says
Hi,
I have had a reply from provident for a refund for loans i took out with them. I have had 66 loans over 7 years from 2008-2014. They have replied saying they will uphold 14 random loans (15,17,28,29,33,34,35,38,39,43,44,47,53 & 54) offering a check for £8,076.62 plus clearing off the £555.99 i still owe on loans. I am not accepting their offer as over they years i have paid much much more than this in interest. Do i need to tell provident i am not accepting it or do i just leave it with the FOS? Im not sure what to do at the moment. Provident have still not sent my files to the FOS
Sara (Debt Camel) says
So those loans weren’t the largest?
What date was loan 15?
Do you know how much you have paid in interest over the years?
How much of that £8076 was interest refund and how much was added 8% interest?
NB I am not saying this is a good offer that you should accept, I am just curious about it.
Chris says
No they are for random amounts some for just a couple of hundred pounds. Loan 15 was taken on 22/11/2010. I have paid a staggering £37,018.00 .
The interest was £3,808.61
Sara (Debt Camel) says
ouch.
if you add up how much interest you paid from loan 15 onwards, how much would that come to?
Chris says
It comes to £28,473.00
Sara (Debt Camel) says
Then I guess you might be happy to settle for a refund from loan 15 onwards?
If you are, then I suggest you email Neil.Iveson@provident.co.uk and say you had 66 loans and you have been sent an offer to refund an apparently random number of smaller later loans. Say this bears no relation to a rational consideration of your complaint and there is no attempt to explain why those loans were chosen and others were not. Say that in the interest of getting a speedy settlement, you would be happy to accept a refund of loan 15-66.
It’s up to you whether you want to say you want statutory interest added. That would be another £14-18,000 on top. A huge amount. If you would be happy to settle at “only £28l” then say you are happy to waive the 8% statutory interest. I’m not encouraging you to do this, I am just being realistic, that Provident may be much more prepared to settle without that.
This is worth a try…
Julie says
Hello Sara,
I have emailed Neil twice about my provident complaint but with no response. Will he get back to me?
Thanks
Chris says
Hi Sara,
I took your advice and emailed Neil today, how long should i leave it for him to reply? I dont want to keep hassling him but would like a response asap.
Thanks
Chris
Sara (Debt Camel) says
I suggest you email again on Friday and say the case goes to the Ombudsman on Monday if he has not got in touch. Give your phone number and times it will be convenient to call.
Chris says
Thanks a lot Sara, I will do that
Chris says
Hi Sara,
So got a call today from Neil and the two of us have came to an agreement about my claim.
Thank you so much for your invaluable help I would never have known i could even claim anything back if it wasnt for your site.
Lin says
Hi had my offer today and it’s a poor one . If go to ombudsman can you not cash the cheque
Sara (Debt Camel) says
you can ask them if you can cash the cheque – tell them you are sending the case to the Ombudsman
Lin says
As this been known to happen . They’ve upheld 3 of the smallest loans out of 9 offer 1555 from a potential 2300 extra says of cash the cheque that’s agreement to it been settled
Sara (Debt Camel) says
Have you actually phoned them up and asked them this?
Lin says
It’s all in the email today I received with loan details and there offer
Sara (Debt Camel) says
Yes. I am suggesting when the cheque arrives, you phone them up and say you have sent the case to the Ombudsman and is it ok to cash the cheque and proceed with your case.
Lin says
They wont allow me to cash the cheque said it’s accepting it as a final settlement unfortunately
Sam says
Well finally had breakdown of redress I owed and is roughly what I had worked out,just awaiting the cheque now( hopefully Friday).dates of timeline are as follows
Compliant Oct 2019
Sent to fos dec2019
First offer refused June 2020
Fos decision aug 2020
Provident agree 29rh sept2020
Breakdown redress today
Don’t give up keep fighting for what you think is right and good luck to everyone
Jodie says
This is good to know, i forwarded my complaint to FOS an provident accepted but with out calculations on the 2nd october. Theyve told me that the will respond in upto 6 weeks so fingers crossed
Julie Berry says
It was 30th September when the ombudsman told me Provident agreed with their findings and they would sort out a refund within 6 weeks. I got an email yesterday off Provident checking my postal address and they said to expect further correspondence by post.
Lee Martin says
Heard off provident today, after emailing the CEO, theyre working out breakdown and should be completed by end of week. 15 loans over 3 year with interest of £7711
Jamie says
Who did you email. Many thanks in advance
Kerry says
I have spoke to with Neil today and I agree he is a very nice man. He was very apologetic about the delay and we came to an agreement over the phone. I am getting back all interest on my loans dates after March 2010, I know if I waited I would get the extra 8% (maybe) but rather than escalating it and potentially waiting months I thought this was a very fair offer. Thank you all so much for all your help and comments. I am sooooo happy. Good luck to everyone waiting I hope you all get sorted soon x
Chris says
When did you first get in touch with Neil? I emailed him today but i dont know how long to leave it before i contact him again. Thanks
Kerry says
Hi.
I first emailed him last Thursday but emailed nearly every day after. I emailed him this morning and he rang me 5 minutes after I sent it. He did say he has loads of emails to go through and he is trying to work his way through them. So hopefully it won’t be long before he contacts you. Maybe send again in a few days and then keep trying. Good luck.
Chris says
Thanks a lot i will email again on friday.
Amelia says
Hi
I’ve put in a complaint to provident on the 15th October. Today I’ve received a email asking to confirm full date of birth. Then a different email advising they are looking in to my complaint.
Is this a good response from provident meaning is this a positive outcome??
Thanks
Alex says
I sent a complaint to Provident and they initially replied asking for my DOB. I sent that and now they have replied asking me for evidence? I used the template on this page and there is no mention to them about the request for a breakdown. What do I reply to them with?
Sara (Debt Camel) says
Say you need a list of your loans first
A ellis says
Thank you. I’ll do that now.
Moira says
Hi all,
I have received a reference number from fos regarding my complaint against loans at home. Does this mean they have picked up my case now? Thankyou
Sandy says
Received my redress letter from Provident today. Loans were from 2007-2009. Cheque to follow within two weeks. Took long enough. Thanks debt camel.
Julie Berry says
Can I ask, Sandy, what date did the Ombudsman tell you Privdent were agreeing to refund you? I’m waiting on my redress letter too. X
Sandy says
It was the 1st October
Julie Berry says
Fab, mine was the day before so fingers crossed my letter arrives soon. Thanks for your help!
Christine Andrews says
Finally got a breakdown of loans from provident through the portal!… I’m still in shock regarding the amounts and interest and regularity of loans offered (2006_2014) I’ve already forwarded my complaint to the FOS as provident have gone way past the complaint deadline, also emailed Neil Iverson to see if he can help push through a final response from provident, which will result in FOS looking into my case, really hoping provident will come back with a realistic offer as this process is hard, either way I will see it through 👍
Kazza says
FOS ruled in my favour for all loans with Provident and gave them til 2 October to respond. So far I haven’t heard anything. I email my contact at FOS every week for an update and will continue to make a nuisance of myself until it’s sorted. Anyone know how long it usually takes to get a conclusion? They have also ruled in my favour for all loans except the first one with Morses and have given them until 27 October. Anyone know how quickly Morses deal with the complaints? It’s such a waiting game. Thanks in advance.
Maureen Livingstone says
Thanks for all the information on this page, after 12 months I have received cheque of £11,733 from provident after referring my complaint to fos. (Provident rejected my complaint initially!!). My debt will be getting fully paid off and I am going to begin to save to buy a home :-)
Thank you so much x
Moira says
Hi all,
Received cheque from provident today as promised by Neil Iveson, so happy its all dealt with. Good luck everyone on your complaints and a big thank you again sara as without you I wouldn’t have known I could complain 😊
Julie says
Hello Moira,
How long did Neil take to reply to your email?
Many Thanks
Moira says
Hi Julie,
I basically emailed him every other day after the 8 weeks were up. It took around 2 weeks for him to ring me with an offer and 1 week later chq arrived.
Good luck!!
Sandy says
Received cheque today. Only got breakdown letter yesterday. Woohoo. Good luck all. Thanks debt camel
Rosemary says
I sent the letter complaining And got my data today what do I do now?
Sam says
Received my cheque today from provident exactly year after starting the complaint.
Thankyou Sarah found this site invaluable
Good luck to everyone else 🙂🙂🙂