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. The four largest lenders are Provident (includes Greenwoods), Morses Club (includes Shopacheck), Mutual and Loans At Home. Provident is much the largest, but everything in this article also applies to the other lenders.
Contents
What is an “unaffordable” doorstep 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 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, not 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 especially 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 doorstep lender
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 very similar to the payday loans, but it has some extra points that may be important for your provident claim.
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. [delete this if you already know all the details for all of your loans.]
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 March 2019 when I saw a newspaper article in the Sun/an advert on Facebook for payday loan refunds/my sister/friend told me about these complaints/whatever. [Only put this in some of your loans are more than 6 years old. Put this into your own words so it covers what happened to you, don’t just copy those words.]
Include your customer reference number if you had one. 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.
- 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.
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?
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.
Some people have had Provident loans for a very long while. You can’t get a refund for loans before April 2007.
If you think you have a good case, don’t be put off if the lender rejects it. People are winning these cases at the Financial Ombudsman. The payday loan refund link above describes how to send your complaint to the Ombudsman, what details to include etc.
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.
You should get a response in 8 weeks
This letter or email starts off the affordability complaint. The clock is now running and the lender has to 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 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).
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 like to be contacted by letter, email or phone?)
You probably won’t get a refund back of all the interest you paid – most refunds are for recent loans. But ask for it all and let the Ombudsman make the decision about where your loans became unaffordable. You don’t have to calculate anything or ask for an specific amount.
What should you say?
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 can help to show the links between your loans if there were a lot of them. Something like this can explain your case:
I took loan 2 out as soon as I repaid loan 1 and it was for a larger amount. I then took out loan 3 whilst loan 2 was still going. After a few months I couldn’t afford the payments so my collector suggested I took out a loan to repay off the loans 2 and 3 and spread the repayments over longer. So loans 2 and 3 were repaid early only because I borrowed more. etc etc.
It is also 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. Don’t wait to be asked!
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 Credit Karma 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 doorstep 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 it 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
Donna says
I have been rejected my complaint by loans at home I am still struggling to pay I have sent the final response to financial ombudsman but I have received a text to day they the office has told my agent he has to come and see me at my home tomrro I don’t know what to as my anxiety is starting to go back through the roof any chance of what I can say please
Sara (Debt Camel) says
You could tell the office that you have sent the complaint to FOS and either say you won’t be making any payments until the complaint is resolved or offer a low amount you can afford each month. say because of your mental health you do not want any calls from an agent and will not let them in.
Donna says
Ok thank you I will ring the office in the morning thanks
CHRISTINE K says
I have received this email yesterday from my adjudicator………..Provident are experiencing significant delays and we are aware they have brought on some additional staff to help with their backlogs. To offer some reassurance, Provident are a business that are usually good at corresponding with us and they have kept us up to speed about their circumstances. This doesn’t mean we would wait indefinitely for a reply however, we would look to move the complaint to ombudsman if we feel they are non-communicative or they let us know they disagree.
When I sent my view, I asked the business to respond by 15 October 2019 and I have given them up to the first week of November to get back to me. Furthermore, Provident may come back and accept my view and I am mindful Ombudsman queues currently have no timescale, meaning it may be several months before you receive a decision. For this reason, I have given the business the additional time to get back to us.
Gail l says
Hi. My complaint with them should have been responded to by 5th sept. They finally responded yesterday and accepted what the adjudicator said. They are really behind. The Financial Ombudsman will keep reminding them that they need to respond
samantha given says
The adjudicator gave provident till 27th August to respond to mine and I’m still waiting for a response. They told me they are going in date order but that really doesn’t seem the case. Maybe you have a really good adjudicator but some of them don’t seem bothered. Just the standard same reply x
Gail l says
I rang Provident every week.They kept telling me a pack of lies so I made another complaint. Maybe that’s why it got dealt with. I also rang the Financial Ombudsman for updates. I know they are really busy.
Sharon says
Can I ask why you rang provident each week? Was it to ask them to respond to adjudicator x
Gail l says
Just to keep the pressure on them.
I complained to Provident first for irresponsible lending. Then it went to the Financial Ombudsman. The adjudicator told them what they should do and Provident have agreed with the adjudicator.
I complained again as they kept telling me they had replied to the Financial Ombudsman and they hadn’t.
They have agreed with everything that the adjudicator has proposed.
They will be sending me a cheque within the next 28 days
Julie lee says
I have also had a reply saying they gave them till 11th of september my complaints been ongoing since June 2018 it’s getting a bit of a joke now although the fos are in my favour I am not giving up I will wait it out I sent them an email otherday to see what was happening as its just going on and on no response as yet
CHRISTINE K says
When we do and don’t charge
You won’t need to pay a case fee for the first 25 complaints against your business that we deal with in each financial year. From the 26th complaint onwards, we charge a case fee of £550.
If a case does need to be investigated, it becomes a chargeable case, regardless of the outcome.
Most businesses have very few cases referred to us, meaning that most businesses don’t pay any case fees. For businesses that do pay case fees, the cost involved is likely to be much less than the legal costs of defending the case in court.
When you have to pay the case fee
The fee is only payable once the complaint is resolved. Our finance team will send you an invoice at the end of the month in which we close the case……..<<<<< found this on the Ombudsman website. Could this be a reason why Provident are stalling???????
Sara (Debt Camel) says
I doubt it. They are more likely to be concerned about the number of payouts they are making that over £10,000. I have seen a few over £20,000 and one over £50,000…
CHRISTINE K says
Thanks Sara, question is are they actually making any payouts? There seem to be very few that actually getting a refund as Provident is not responding at all. Is there really no way that anyone can put any pressure on the company.? I am starting to loose faith with the Ombudsman service as they seem to be really easy going on Provident. I think Provident is counting on complaints going to Ombudsman as that seems to take forever to be passed over due to the actual number of Ombudsmen hence final desicions and refunds will take forever and I honestly think that is why Provident is stalling.
Sara (Debt Camel) says
Well Gail has just had hers accepted.
I know someone else had a payout a few weeks ago – that was very large :)
FOS isn’t being easy-going – it is trying to find the fastest way to sort out hundreds of complaints.
James says
Hi all just seeing if any one has got anywhere with an ombudsmen yet my adjudicator sent my complaint (as satsuma has not responded) to the ombudsmen for a final decision 4 weeks ago, just looking for an idea of time scales I’m guessing this will take around 3-6 months for an outstanding ombudsmen decision and a further month to pay out
Crissy says
Hi
I was wondering if anybody has had any complaint against morses club upheld ?
Ross says
I have. All loans refunded plus interest. Adjudicators decision was accepted within 2 weeks and I had the cash within 4 days.
Crissy says
That’s a great outcome ! I’m still waiting for a decision of them. Made up for you !
Ross says
It’ll come. They’re actually quite good at replying. The issues arise with very old loans back when it was welcome finance. They are part of the scheme which means you can’t put in claims against them. All mine were 2012 onwards.
bruce seaton says
I would like to not if its actually worth pursuing Provident, as I contacted them probably last year, after seeing the threads, I wrote the template letter, copy and pasted it into the message box on the provident contact page,as advised to do so on here, and I got absolutely no reply at all. I let it go thinking its a waste of time, then I thought yesterday,okay I’ll give it another try, have posted another message to their page, but I honestly do not expect a reply from them, so how can we go any further?
Sara (Debt Camel) says
I think you should phone them and ask why they have not responded to your original complaint.
Paul Wakeman says
Well I’m a little confused to say the least. I sent a complaint to Provident in January of this year, they refused to uphold so I sent it to the FOS and in May of this year I had a letter from the FOS asking for Bank Statements, Credit File etc which I provided. I spoke to the FOS yesterday and my case is still waiting to be allocated to an Adjudicator. In February of this year, I also sent a complaint off to Provident on behalf of my Partner and again they refused to uphold. Case got sent off to FOS and in July of this year, my Partner had a letter from FOS saying that the case was awaiting to be assigned and someone would be in touch within 12 weeks for further information etc. That request for further information has never come and yesterday my Partner received an EMail from an Adjudicator saying her case had been looked at and they had informed Provident that they have upheld Loans 4 – 11!! As a result Provident have 2 weeks to agree etc with the Adjudicator and my Partner is looking at a refund of over £5,000. The only reason I can think of hers being actioned before mine is that my loans started back in 2007 and hers didn’t start until 2013 but either way a good result if Provident agree.
Jolo says
Well done on getting this far at least you know there is a result on your partners. Unfortunately prov are taking their time and the moment and very unlikely to reply within those two wks. For a time line I’ll tell you about mine
Sent to fos in nov/Dec 2018
Fos agreed on some of my loans end july and gave them until mid September. No reply from prov so got put in adjudicator stage 1st Oct.
Prov have now disagreed anyway so it’s just a waiting game.
Good luck with your case too
sandra williams says
hi I have loan over the years and would like to claim a refund on all the interest I paid
Sara (Debt Camel) says
There is a template letter in the article above for you to send to Provident. Good Luck!
Claire says
FOS has had my complaint since Jan 2017, and a decision was made in August 2019 in my favour however provident didnt agree so has to go to an ombudsman to look I’ve been chasing this up every few weeks and getting told didn’t things like we are in talks with provident then no there not etc… Does anyone else having this issue ? Can they give me any advice?
Gail l says
Hi. If Provident have rejected what the adjudicator has said then it will go to the final stage of the Ombudsman. They will make the decision and that is legally binding whether Provident agree or not.
Ronnie says
My husband the same. His was upheld in july but provident didn’t agree been 3 and half months now and nothing. Just keeps getting told it is waiting to be picked up by ombudsman.
Claire says
Yes i have been told this by FOS, my concern is the timescales havent been met so far and the ombudsman doesn’t seem to be chasing anything up or able to give me a timescales when this is likely to be looked at again, just s very drawn out process
Sara (Debt Camel) says
FOS must now have several hundred of these cases. My guess is that they are chasing them up by talking to Provident about how Provident can’t continue to ignore/reject adjudicator decisions. And by issuing a very detailed, closely argued, Final Decision on one or more cases to back up why FOS is upholding cases with loans over 6 years or long chains of borrowing (I am not sure which of those issues Provident is disputing as many cases involve both).
This is frustrating to individual cases who can’t see Why their case isn’t pushed through to an Ombudsman decision so they get paid. But FOS will be doing it as the fastest way to get all the cases sorted as taking individual cases through to the Ombudsman level is time consuming.
I hope there is some movement soon!
Gail l says
I was told that the Ombudsman would look at them in date order from when the original complaint was made but they have a huge backlog. I am lucky Provident have accepted what the adjudicator has said and hopefully my cheque will arrive within the next few weeks. This is quite a large amount.
Guy says
Hi Gail, congratulations, it is very rare indeed to have provident agree with the adjudicator, especially if it’s a big amount. Can I ask, did you have older loans in your complaint?
Gail l says
Hi. I had 12 loans from 2006 until 2017. The Ombudsman found that loans 5 to 12 were irresponsible. I think some it depends on the circumstances. I had a marriage breakup in the middle of these that I went on reduced payments but they still reworked the loans in their favour. Then offered more loans. Also failed to put in the correct financial information. I had prove of a lot of the information as I kept letters that I write to head office. My refund is £12000. This is a huge amount.
Claire says
Thats good you managed to get yours Gail can i ask when submitted your complaint to FOS?
Gail l says
12 months ago
James says
Just an update…
Decision from an adjudicator in early August in my favour, have heard nothing from Satsuma since (fobbed off with lack of resource).
I kept ringing them and eventually (last week) refused to pay outstanding instalments as it was unfair that I had to stick to timings but they didn’t. Kicked up a big fuss about how the lack of info etc was a shambles.
Today I got a reply from Satsuma/Adjudicator saying they’d accepted the decision and will pay out my refund etc.
Timing might be a coincidence, but thought I’d share.
Cheers
Claire says
Hi james
That’s good you have no got things moving, did you call satsuma or FOS?
Just don’t know if its worth my while trying to call the company
CHRISTINE K says
Hold in there people, things seem to be happening. I have phoned Provident today to complain. The guy on phone told me that they have sent email to Financial Ombudsman today accepting their decision!!!! The adjudicators view was sent to them on 01/10/2019 they had until first week of November to respond and they did so today. He told me they would send cheque out once I formally accepted the decision .
Gut says
Hi, that’s great news for you, hope something is happening behind the scenes, the adjudicator ruled in my favour on 12/8/19. Heard absolutely nothing from provy for 10 weeks, so just gone to ombudsman 10 days ago. Did you have older loans? Or special circumstances so you where prioritised?
Claire says
Were you told by FOS it had went to an ombudsman the only reason I’m asking is, on my phone call last night to FOS they told me no further complaints are being seen by an ombudsman until the lead decision is accepted by the company, I’m just getting worried now as this will nearly be 2 years I’ve been waiting.
CHRISTINE K says
Hi Claire, mine was still with the adjudicator. Provident had been given until first week of November to respond. I just took my chances and rang them, thought I had nothing to loose and was quiet surprised at what Provident told me that they accepted .
Claire says
I might give them call as i dont feel im getting anywhere chasing FOS.
CHRISTINE K says
I don’t know what has happened I was expecting to be turned down and then having to wait for Ombudsman decision. I was almost in shock when the guy told me that they have accepted. My loans where from 2010 to 2016. No special circumstances.
Claire says
Hi Christine
That’s great news for you, did provident say they are accepting all decisions or just yours?
Because i called the ombudsman yesterday and they told me they are waiting for a lead decision to be accepted by the company and its just a waiting game.
CHRISTINE K says
Hi Claire
He only told me mine was accepted nothing else was mentioned. He told me the figure and all the other details and said they are only waiting for my acceptance once I get email from adjudicator and they will issue the funds.
Samantha says
Hi Christine. Can I ask who u spoke too? I’ve phoned customer services and they have no idea what I’m talking about 😂
She said basically they won’t reply and will wait for the ombudsman to decide. They have had since 16th August so don’t hold out much hope they will decide on their own.
CHRISTINE K says
I googled the number for Provident Complaints department, straight forward call gave them reference numbers from the ombudsman letter that was sent to them. Must say very pleasant guy on phone and very quick. Was expecting a bunch of lies and stuff but nothing of the sort. Maybe I am one of the lucky ones, or maybe things are moving along finally. My payout is quiet large so didn’t really hold any hope.
Samantha says
Hi Christine. Have you heard anymore from the adjudicator yet . I phoned provident this morning and they said they had upheld my complaint and they had sent response to FOS. I rang FOS and there’s nothing on the system yet. Just wondered how long to wait before contacting them again.
Claire says
Hi Samantha
That’s good news for you .
Can i ask how old were your loans ? Mines were back from 2007 and i called provident and they said they were not changinh their mind on my outcome as they don’t believe FOS should be upholding my complaint. So i guess its a waiting game for me.
Samantha says
Claire, mine were from 2007 and 13 loans in total. Personally I don’t believe them till the adjudicator contacts me. Provident sent a reply on 1st November. So I’m hopin. I hear their offer sometime this week
CHRISTINE K says
Hi Samantha,
my adjudicator sent me an email same day as Provident confirmed that they have accepted. She asked me to email to accept their offer formally which I have done right away and yesterday she emailed me saying that my acceptance was sent to Provident yesterday morning. Am just about to phone Provident to see if they got it and then I will keep on at them to send my cheque
CHRISTINE K says
Samantha, I have just spoke to Provident they have confirmed that they have received the acceptance email from my adjudicator. I also asked how long until they issue the cheque and could they please make it urgent as I have waited nearly 2 years for this to be done. He said he will talk to the team that makes the refund and told me if I haven’t heard anything in 5 days to call again and chase it up.
Samantha says
Thanks Christine, provident said they emailed FOS on the 1st nov. I rang yesterday and nothing was showing on my file so have to wait a few more days. I did however speak to provident again and she read the email out. I said I didn’t believe it 😂 anyway they did say I should get my cheque within 28 days of acceptance so hopefully be sometime this month x
Sara (Debt Camel) says
Good news!
rob says
I have a horrible feeling prov will go bang just like wonga, quick quid and the likes. Started my prov complaint in march this year which was declined in April. I then forwarded all info to the fos at the beginning of may. Reply from prov at the end of June stating they will be in touch within 12 weeks. I’m still waiting. This could be worth alot more than my other claims with the money shop, wonga etc but have a horrid feeling prov will fold before/if I get a result.
Sara (Debt Camel) says
I understand why people are worried but Provident is a much bigger company. And it is all UK based – there is no American parent to pull the plug.
Rob says
Hope your right. Here’s one for you Sara. My prov agent switched to morses and ended up giving me MORE loans knowing what I already owed prov!!! Not put a complaint in against morses yet but it’s on the cards.
Paul Wakeman says
Had exactly the same Rob. My agent left Provident in 2016 and went across to Loans At Home. She knew exactly what state my Partner’s and my finances were like but were still offered (and still being offered) more loans. Foolishly accepted to start off with but now starting to get back on track. I submitted an SAR to Loans At Home about 2 weeks ago so I can then make our final affordability/irresponsible lending complaints.
rob says
Couldn’t write it could you! On the plus side, there has to be an argument there as the agent knew your circumstances beforehand so that should surely go in your favour.
Crissy says
Hi
Has anybody had a complaint upheld by morses club direct and not had to go the FOS?
Thanks
Mike says
Hi C
Mine had to go to FOS.
Morses dismissed my complaint quite quickly but the adjudicater ruled partially in my favour though.
Good luck
Crissy says
Thanks for that it is 8 weeks today since I sent Morses my complaint, I rang today they said a letter is on the way and wouldn’t say anything else ? So we shall see ?
I will send to FOS if they decline as I have had loan after loan since 2014? Feel such a fool getting sucked in to these loans ?
Cj says
I’ve sent letters to my jar money shop and pduk and they been upheld.just waiting for refund from lending stream and awaiting foc to pick up case regarding snc. I’ve still got provident loan going but a little worried what to dk with it .. had loans with them for years. At moment not paying as much as j should as it is.bjt worried if j send letter to them complaining theh will start coming over to my house
Sara (Debt Camel) says
If your agent normally comes to your house, just tell them you have put in a complaint because the loan is unaffordable. It’s an awkward conversation to have but the agent already knows you are in difficulty so it’s very unlikely they will be surprised or upset. If you normally pay directly, then it’s very unlikely anyone will come round.
Jen says
Hi Sara just an update I’m still waiting on Provy, called the FOS yesterday for an update & they said on 30/11 they are opening a new investigation into provy due to the amount of decisions they are disagreeing with, couldn’t give me a time scale on outcome but I’m still trying to get what they agreed to already & wait the rest out. Do you have the details for the FCA was goin to put complaint to them thanks Jen
Gail l says
Hi. Did Providemt agree to your claim and they have not paid you?. I am waiting on my cheque
Jen says
They agreed to the 1st wave of lending 6k but disagreeing with the 2nd wave another 2-3k it’s a long wait 2 half yrs for me so far, got a debt letter in a few days ago saying I owed £595 just hoping it’s not too much longer, that’s gd they have accepted yours hopefully u should get cheque soon
alison cairns says
Has anyone actually been assigned an Ombudsman lately ? Within the last 6 months? Just curious to see if anything has moved over this period of time.
Lowell have confirmed they do not have my Provident debt any longer – but that’s all they would confirm. Until about 8 weeks ago they were chasing me for it.
Claire says
No i have been chasing FOS and they have told me they are in talks with the company and they are waiting for a lead decision and for them to accept what they have done wrong with these complaints. They couldn’t give me a timescale when they are likely to move these cases on to an ombudsmans stage.
Ross says
Thanks All
Danielle says
I emailed them 3 weeks ago and all I got was we cannot tell you how long it is going to be and your case is awaiting an ombudsman. After reading all the information on here, I got frustrated and emailed them last week, questioning this ” lead decision” and if it’s true, when accepted will it finally speed things up.
Usually I get a reply within a day or 2, it has been 6 days and no reply as of yet. I don’t know if this is a good or bad thing. I have decided I will email them regular questioning whether they have a time frame because so far the information given to myself has been very vague and not very many updates.
I understand they are busy but my case is so clear cut, Provident should not of offered only to refund 3 loans in the middle of the lending period. When a case is not complicated and clear cut, it beggars belief that Provident have the cheek to barter. I really hope at some point the FCA get involved and fine them for being obstructive.
Ross says
Hi there, can anyone confirm the phone number for so i can call the ombudsman. I raised my complaint way over a year ago and have had two letters saying they were busy and hadn’t got around to my complaint yet.
I just want to call to ask if there’s any update.
Thanks,
Ross
Claire says
02030696720
Claire says
Danielle im in the same situation im calling all the time and getting nowhere i just feel they are giving provident more and more time with any reason why. I starting to get annoyed as i don’t have any idea how long this is going to take. My complaint will be 2 years in January.
Danielle says
I just think if it’s repeated lending then maybe there’s hope on Providents part that they have a leg to stand on, but that’s debatable isn’t it?. With my case they repeatedly lent when I had no job, I got into trouble with payments. Their manager came out and gave me a loan( fresh start) to pay off the debt, then they started to lend to me again whilst I was paying the fresh start loan off. Then continued until 2016 when the debt again was so large I couldn’t afford to pay. All this is in the disclosure of documents and they have provided no extra evidence or anything to explain how this is acceptable. Aswell as that they have no proof of credit checks and you can clearly see by the expense data that the agent made it up. For example, one month my rent is 400 then the next month she put zero. I don’t remember ever telling them I don’t pay rent. I’ve lived in the same house for 14 years and my rent has always stayed around the 350 to 400 mark.
To me that is clear cut irresponsible lending and I can’t believe they have the cheek to not agree with the adudicator. His report is very detailed and he explains each step and why they should of done more to be responsible.
Looks like we are in for a very long wait, as I said I just hope the FCA step in at some point and fine them for being obstructive.
Sara (Debt Camel) says
Looks like we are in for a very long wait
Not sure about that. FOS have said they intend to issue a lead decision. At that point Provident has to pay out or go to court.
Danielle says
I hope your right Sara, I will be glad to be done with it all now. I think if they just informed all the people with of a complaint with the details or an update it wouldn’t be so bad, even if it was just a blanket document about this lead decision etc.
When they don’t tell you and just say your waiting and we don’t know how long it’s more frustrating.
Thanks for this thread by the way, we wouldn’t have half the information if this wasn’t here.
gillian says
hi I rang fos this morning regarding my provident loans I sent it in sept 2018 and it as not even been passed to a adjudicator yet the guy on the phone stated they trying to get provident to agree that giving loan after loan for years is wrong as the requirements for unaffordable lending with payday loans and these type of loans are slightly different and until this matter is solved they are not passing cases to the adjudicator he also stated that my claim was the 82th on the list waiting and as soon as they sort this matter out ie provident agree or the fos have to take it through court they will not be looked at he did say they are looking to get this sorted as soon as poss but could not give a time frame so just have to wait a while longer
Claire says
This is really annoying why not tell people this from the start and they go through the process to be told there isn’t anything else they can do until the company accepts the FOS’s outcomes which its clear to me they aren’t going to do.
Sara (Debt Camel) says
I agree it’s annoying but your complaints are being upheld. Provident isn’t about to go bust and it can’t just ignore FOS decisions. People will get paid.
Gail l says
Hi. From what I can gather Provident were rejecting a lot of claims to begin with. I think they have been warned by the FOS and that’s why cases are being accepted. I received a debt collection letter despite Provident accepting the adjudicator decision. They have sorted that and I spoke to them this morning. Said my cheque should be issued before the 18 th Nov. Fingers crossed.
Samantha says
Hi just a quick update.
Original claim went FOS in June 2018
Claim was found in my favour in August 2019 and provident given to 27th August.
Provident didn’t respond and was put on the list for ombudsman last week of October.
I telephoned provident on 31st October to ask why they hadn’t responded and they said they were waiting for the ombudsman to rule and wouldn’t respond. However this seemed to open my case and on the 1st Nov the responded that they would uphold my complaint.
I’ve just accepted my offer and now await my cheque.
My loans went back to 2007 and I had 12 loans since then. I had a period in 2008 where I struggled with repayments but they still refinanced my loan and gave me more.
Good luck to everyone still waiting x
James says
Hi Samantha, can you confirm the number you called satsuma on, I’m in the exact same position (ombudsmen day was yesterday)
Thanks
James
James says
Hi all
Off the back of Samantha’s note I also phoned satsuma complaints dept & they have previously fobbed me off with excuses about ‘long backlog for complaints’ & ‘short staffing’, but I said my complaint has now been sent to the ombudsmen after waiting 12 weeks for you to reply to the adjudicator, I was put on hold for awhile & then told there will be a response by the end of this week… I could well be being fobed off again but I feel confident this is my biggest payout now Wonga have gone … fingers crossed
Samantha says
Hi James. I only seems to get anywhere once I rang them! Well that and I refused to pay them anymore money.
Hope you get a response soon. I’ve been following a post on social media and 4 of them have also had a positive response from provident this week. So hopefully that means they are starting to take things seriously!
CHRISTINE K says
Samantha, could you tell us where you found the post?
Angela says
Just asked for an update from FOS . My complaint against Provident has been with them since Oct 2017. In in the queue for an ombudsman but this cant be allocated until decision on a test case is reached. Told this will take a few more months
Claire says
I just don’t understand why it can’t through the normal process, i understand there are a number of these complaints but the view im taking from it, is provident has absolutely no way of changing their minds on this so its just wasting time in my opinion
Gail l says
No. Keep with it.
Sara (Debt Camel) says
it’s certainly wasting time but that doesn’t mean it’s not going to come right in the end.
It’s boring, but you don’t have to do anything except check back once a month and see if anything has happened. This is money you never expected to get back, so even if it take a long while, it’s still good.
Gail l says
I agree. I cant believe they accepted all of mine. I am still on edge that my cheque wont come. Mine is such a huge amount
Samantha says
I’m the same Gail. Won’t believe it till it’s in my bank. Mine is also over 11k.
Please update once you receive your cheque x
Jay says
If it helps Samantha, I did get my refund and it was almost 21k!
Sharon says
That’s brilliant news well done can I ask how many loans you had with them ?
Nicky says
Gail l and Samantha
I know exactly how you’s feel. Was worried that my cheque wouldn’t come too, it took longer than the anticipated 28days, but eventually got it by bank transfer. Will be worth the wait when it arrives 😁. Well done ladies
Jay says
Sharon it was my mums complaint and it was 45 loans upheld. Some were small loans and others were quite big. I wouldn’t worry worry too much about the number of loans, you also have to factor in how big they were and how long you long you had the debt! The longer provident have your complaint though, the more interest you get if successful.
Gail l says
Can I ask how much longer you had to wait
Nicky says
Hi Gail l
I was told that i would have cheque by the 23rd September, after emailing my adjudicator back and forth, still had no cheque or letter by the 30th Sept. Provident then asked if they could bank transfer it as was a large amount to send by cheque.
Eventually got bank transfer on 4th October.
My worries were that i hadnt actually recieved written confirmation of offer from business, it was my adjudicator that telephoned me with offer on 27th August. So i basically sat for more than a month thinking is this actually going to happen. 😲.
Result was worth the wait. Hope yours doesnt take as long.
Gail l says
Mine is for £12000 and they have assured me I should have it by the 18th november. The FOS have also spoken to them today and they have told them the same. Will just have to wait and see.
alison cairns says
Ironically I drive past Providents head office in Bradford twice a day. Its a huge building – staff gym – just been extended and actually looks like one of them places you would love to work (if you didn’t know who owned the building !! :) )…… They are often recruiting. There have a made a huge profit and Im not in the slightest worried about their financial status.
I think most peoples frustration has come from this ‘lead decision’ delaying things and not really understanding why this is happening or how its come to this. Or not knowing a timescale on when this will be dealt with. I know I wasn’t advised of this until I asked and was given the briefest info on it. When your complaint has been upheld its a brilliant feeling – and then to it be either ignored or rejected is disheartening…
Sharon says
I’m ringing them every week as they are very sly they sold my debt to Lowell’s after the adjudicater had sent response in my favour. Now waiting for them to take debt Bk which again they are taking weeks to do that. Lowell sent me a final response letter in my favour saying they were wrong to do this which I have forwarded to fos. But regarding this lead decision I got told yesterday it could be months I’m afraid
Sara (Debt Camel) says
Most adjudicator provident decisions I have seen have been 2 or 3 pages long. To give you an idea of the different level of work involved in producing a lead decision, here are a couple:
– a payday loan “long chain” decision: https://www.financial-ombudsman.org.uk/files/17781/payday-loans_series-of-loans-final-decision-lender-A.pdf
– guarantor loan borrower complaint: https://www.financial-ombudsman.org.uk/files/238841/DRN2108651.pdf
Danielle says
That makes sense to be honest,but what I don’t understand is by doing 1 or 2 in that much detail, how does it then impact all Providents decisions? Will Provident expect each complaint to have that much detail?
I mean will they all still go to Ombudsman or will they go back to the FOS and say can we review the adudicator decisions rejected?
I’m on day 7 of no reply from the Ombudsman on questioning exactly what I said above. Normally I’ve had a reply by the next day or within 2 days. If I have no reply by today I will send the same email asking why.
If all provident complaints are at a standstill, then maybe they could send us some quality information detailing exactly what’s happening behind the scenes with regards to our complaints.
Claire says
I think im going to do the same Danielle, i completely understand this is a load of work but again my concern is surrounding FOS not giving anyone a timescales on lead decision or other processes required to get a final outcome
Sara (Debt Camel) says
The primary purpose of a lead decision is to set out all the arguments and consider all the lender’s objections, so the lender is clear how FOS will approach similar cases in future. The regulator’s DISP rules say a firm has to learn from FOS decisions. Once there is a lead decision, the firm should not routinely reject adjudicator decisions that are in line with the lead decisions.
The lender can choose to go to court to challenge a decision. That hardly ever happens. A lot of payday lenders thought about it and backed off – my guess is their lawyers told them they were likely to lose!
After a lead decision, adjudicator decisions will continue to be short and comparatively informal. Ombudsman decisions are sometimes a bit longer and are a bit more formal, but normally less than 6 pages.
alison cairns says
I do think its going to be quite a few months. Its a bit frustrating when people are being told different things. Or a different version of the same story as such. My debt was with Lowell who have literally chased me for over 18 months. They no longer have the debt – they confirmed it the other week.
I don’t even know how much my refund is for – but I do know some (including myself) were hoping for a refund before Xmas. Mine has been in a Q for the Ombudsman since July time. Back then I thought December was a realistic target.
Danielle says
I have an outstanding balance too which was passed to Moorcroft. I told them I was not prepared to pay anything when the accounts are being investigated by FOS. They sent several letters and they said several times provident have no record of your complaint being with the ombudsman. I then sent them a copy of a letter sent to myself from the ombudsman basically detailing that provident had supplied more information. With a email saying if there’s no record of my complaint, why would they provide more info ? Then I heard no more.
In the adudicator decision it says they should buy back the debt and take the balance from what they owe.
The fact that provident have obviously brought back these debts is admitting they know they are going to have to pay out eventually. It’s like they have a lucky dip, I’ll accept that complaint, but we will reject that one, just for a laugh. There’s no consistency in Providents approach to this at all.
alison cairns says
I too thought that things may be ‘moving behind the scenes’ if they have suddenly bought the debt back.
But that’s only my thoughts. Or maybe wishful thinking as they had already rejected the adjudicators decision.
Connor says
Hi all,
Quick update, recieved this email from FOS today.
Refund of interest paid on loans four through to sixteen , plus 8% interest.
· Cheque refund of £9,740.71.
· Closure of accounts ######### and #########
· Credit file reporting is no longer being shared for three of your loans, due to the time passed since the accounts were settled. All remains loans will be removed from your credit file in line with our recommendations.
Time line.
Complained to provident November 2017
Sent to FOS January 2018
Adjudicator Decision August 2019
Provident agree November 2019
So happy, big thank you to you all, and hopefully not much longer to the ones still waiting.
Sharon says
That’s brilliant news so pleased for you and hopefully sign of things to come
Connor says
Thank you Sharon, like many of us hitting or passing the 2 year mark is stressful in itself.
I dont think I’ll believe it until the cheque lands and clears!
Again, fingers crossed for everyone else waiting.
Andi Anderson says
Contact provident & include FOS and provide bank information (for Bacs)
This will prevent any other delay, as other sites are stating they are contacting people 20+days after accepting saying fund is to large to send by cheque.
May be beneficial to all on this thread to do the same with acceptance offers, as it’s a lot easier to get a BACS processed than an actual cheque (plus cheques aren’t sent recorded delivery so another way for them to delay payment)
CHRISTINE K says
Thank you Andi, I have just sent Provident my bank details and have also forwarded the email to my adjudicator. Great info!! Will keep everyone posted if I hear anything or even better get the funds into my bank
Connor says
Thanks for the heads up Andi,
Do you have an email for provident.
In my email today it states that provident have already stated they will be settling via cheque, see quoted text below.
“If you do, then please let us know by 21 November so we can let the business know and they can arrange for payment to be made to you. Please note, businesses take around 28 days to arrange their redress settlements and Provident have informed us they intend to send a cheque for the settlement figure above”
Gail l says
Hi. I have just spoken to Provident and apparently they are not paying them via bacs
Andi Anderson says
@Gail
It’s not Support that make the decision, it’s upto the Treasury department.
If you scroll up on this thread you will see a couple of people have had to supply their account details as the Cheque limit amount was exceeded so a Bank Transfer (BACS) would be required.
Alot if CS do not know the difference between Chaps, Bacs or even that they are Bank transfers. (It is Provident after all)
alison says
Hi
Did they agree straight away or reject initially and put in a queue for Ombudsman ?
Connor says
Hi Alison,
The adjudicator ruled in my favour on the 7th August 2019, gave provident until the 21st August to agree or disagree.
They didn’t reply so I was put in the queue for the ombudsman on the 2nd October 2019.
Now out of the blue provident have agreed, probably like has been said before provident are just so far behind with the decisions.
Good luck to you
Andi Anderson says
Is there any address from provident on the documention they have sent?
If not email your FOS advisor the banking details to pass on to Provident.
That way, if they come back and say we can’t do it by Cheque, then FOS can point it out to them.
You can also state that due to issues with Post especially with the run upto Christmas (7wks today it will all be over) you require either the cheque to be sent recorded delivery due to the value or by bank transfer.
CHRISTINE K says
I have just spoke to Provident yet again. I mentioned bank payments and got the answer ‘we never ever send refunds by bank transfer’. I have spoken to various people there now and every time you get a different story/ excuse. I was told that my 28th day will be the 2nd December and it will be sent withing that timescale but am looking at the later end of that timeframe. This company is a complete disgrace and am stunned they get away with all this and no one does anything about it.
alison says
Thanks. A lot of us waiting have had complaints upheld by the adjudicator but rejected by Provident – so slight different scenario to yours. But well done )
rob says
Good to see some positive and pretty big outcomes, and at a great time of year too! Nice to see the boot on the other foot so to speak.
Gail l says
Hi. They have just told me my cheque is being processed today so I should have it Monday. My due date is the 18th November so we will see if it turns up. I have sent them me bank details and I have also informed the Financial Ombudsman of this.
CHRISTINE K says
Nice one Gail, I have just spoke to them and got a load of b…s..t again. 5 different people with 5 different excuses. Can I ask what number you use to contact them?
Gail l says
08009166421 [corrected number] I am sick of being fobbed off so I just tell them straight
Sharon says
Thankyou for that number I have just phoned it have been told my complaint has now been picked up by someone at provident so hopefully things are moving forward unless they reject it again. Has anyone else been told this and they agreed with adjudicators decision
CHRISTINE K says
Hi Gail, just wondering if you had received your cheque yet?
Gail l says
Hi christine. Apparently it was processed on friday so hopefully any day now.
CHRISTINE K says
I got my fingers crossed for you. They got till the 2nd December to send mine out and just been told that it is very unlikely that it will be any sooner. But it still be nice to get it before christmas
James says
Hi just like to update on mine, I called satsuma Monday they stayed someone from their FOS team would respond to the FOS adjudicator by the end of this week, I gave them a call today where the member of satsuma FOS team has sent their answer to ‘management’ to sign off … which will hopefully be an agreed reddress with the FOS..& I would be contested early next week… I’m not there but I honestly don’t think I’m being told lies anymore… fingers crossed
gillian says
hi just a update after ringing fos on the 5th about my provident loans they told me they were not passing any on to a adjudicators until they had sorted a issue out with provident and mine was 82nd in the queue well I just got a email of a adjudicator saying it was passed to her today and she should have a answer for me by the end of next week so maybe it as been sorted now and things will start to move for others good luck
Julie Clarke says
Mine was unheld by an adjudicator but provident ( it seems ) don’t respond then you to go the same position as ours waiting for the test cases . Sorry to be the bearer of bad news but i thought that was it when my adjudicator agreed with me and it never got an answer either way from provident
jan says
from Adjudicator
complaint about Provident Personal Credit Limited
I’m writing to give you an update about your complaint.As you know, one of our adjudicators has looked into your complaint –and they thought Provident shouldn’t have lent some of the loans to you. That’s because where a home credit provider has repeatedly lent to the same person on multiple occasions and over extended periods of time, it could be an indicator of problem debt –which we thought was the case here.
Provident has told us it disagrees with our thinking on this issue. Normally, this would mean that an ombudsman would review your complaint and make a decision. But we have lots of complaints in a similar position to yours. Because of this, we’re currently working on a small number of cases to look at Provident’s arguments in detail.
Although your complaint isn’t one of the ones we’re currently looking at, we expect the work we’re doing to help us resolve yours too.
In the meantime, we want to help people whose circumstances mean they need an answer urgently. So please let us know if your circumstances change significantly –or something happens that could affect your complaint. For example:
– you’re experiencing serious financial or health problems
– there’s any ongoing debt collection action relating to your outstanding loans
– you’ve had correspondence about legal action relating to the complaint.
We also need to know if the business has made you an offer to settle your complaint.
Linda says
I received the same letter yesterday.
James says
I also just received this letter this morning, although I don’t quite understand what it means, what if the ombudsman agrees with some or all of Provident’s arguments ? Are we all going to be denied a refund ? And if so, what about the people who have already been refunded ?
claire says
I was told I’m receiving the same letter, but i have the same concerns as you. I dont understand why a pot of complaints have not been through the correct process and other have. So basically I’m unsure with the FOS doing this guarantees us the same out that we have already had or it can be overturned at the last stage and all this has been for nothing
Danielle says
I have recieved this same letter yesterday! They are saying we won’t need to wait for the Ombudsman once these are passed. So maybe they sent them all back for provident to reconsider instead.
James says
I only recently put my nans in. Shes really quite poorly so I’m hoping this pushes things along so she can enjoy the money whilst she is still mobile. Provident gave her 3.5k but agreed she could accept and still go ombudsman because of her health situation. I don’t think the lender considers the impact the wait can have on the complainant….
Danielle says
Yes I would say so, I mean reiterate the health situation to them. Plus there is an issue of lending to the vulnerable, I would say !
James says
Hi Danielle, what if the cases being looked at are not passed and the judgement goes in Provident’s favour, does that mean we will get nothing back, and been through this ridiculous waiting game for nothing, hope not.
Danielle says
I don’t think so, as far as Sara said before they use it as a legal argument to back the adudicator decisions. They look into each part of Providents argument against wigh legal reasons to back the adudicator. It saves long waits for ombudsman decisions.
My adudicator emailed me and essentially said once they have looked at a few and provident cannot argue it they then get them to overturn similar decisions, such as ours.
Of course, provident can then say we will go to court but that ends up more costly and the courts will say the same as the ombudsman because of the law.
I
James says
Hi Danielle
Sounds like just another delaying tactic from Provident, well hopefully, this may speed things up then, and we get the refunds we deserve, all the best.
Deb says
Hi I received the letter today. Does anyone know if there’s a time scale? Weeks? Months? Is anyone feeling particularly positive about this or negative? I just feel, as others do, that our complaints are going to be written off.
James says
Hi Sara, with these letters that are going out regarding the ombudsman looking at Provident’s arguments, in a select few cases, myself and others are worried that we may end up with nothing at all, the adjudicator upheld my complaint but provident have disagreed, now with this new approach, we are worried that our cases will be overturned, any ideas ? Thanks.
Julie Clarke says
I feel the same . Got my letter today . Adjudicator agreed and provident didn’t even reply to them. I feel disheartened as the system seems to change every few months . It’s with an adjudicator then a special adjudicator then an ombudsman then this lead case thing . I feel it is just to silence us x
Sara (Debt Camel) says
FOS is trying to get Provident to change its mind by setting out a lead decision in great detail. There is no sign that FOS is changing how it sees these cases.
gillian says
hi I got a email Friday to say a adjudicator had picked up my welcome finance case I just got a email saying she as upheld loans 7 to twelve due to the fact the first seven were taken before 2011 and have given them till the 25th of November to reply very happy about this even if it is a wait for provident to agree or disagree at least after waiting 14 months it as been lookd at the loans 13 to 16 were with morse club who returned all intrest and 8 percent within about 3 weeks of me getting in touch with them hopeful this will be over soon this is my last one and thanks to sara and this page I have reclaimed over 20000 pounds in refunds and my life is so much better thanks again sara
Cal says
Hi well done on getting them upheld can you keep us updated as to whether they agree and pay out as I’ve put in a complaint against welcome finance too. Who exactly would be the ones paying out though would it be welcome? Thanks
gillian says
yes cal I will do the adjudicator states it as welcome finance even though I had never heard of them and as far as I was concerned my loans were with shopacheck I had never heard of welcome finance until morse club told me that loans 12 to 16 were with them and 1 to 12 were with welcome finance not really bothered what they call themselves as long as they agree
Cal says
Thanks :) hope it’s all resolved for you soon
Danielle says
Hi Gillian,
Do you have the complaints email for welcome finance please ?
Thank you
gillian says
sorry I do not have email for welcome finance in my case I wrote to morse club and morse club delt with loans 13 to 16 and they were very helpful and sent the letter I had sent to them to welcome finance for me so I only had written reply from welcome finance and sent that to fos the phone number that is on the first letter welcome sent me is welcome finance customer relations 03339999510 if that helps
Danielle says
Thank you
Yes I have had the subject access request from Morse, but a lot of the loans are not on there. Fortunate for me I have credit reports saved to my laptop that list all loans ever taken.
I just need to write or email Morse with the complaint etc now.
Hopefully the complaint is dealt with quicker than Provident.
Cal says
Hi Gillian
Can I ask how far back your loans go with welcome finance? If you don’t mind telling me? Thanks in advance
Jojo says
I had same letter mine being going on since July 2018 ??
Ann says
Me too, claim raised September 2017
Julie Clarke says
Mine is June 2017 .
alison cairns says
It seems a vast majority of us have received these letters.
To me they are explaining the ‘lead decision’ people have talked about. I personally don’t see this as a negative (unless im clearly told otherwise). Im glad that the FOS have taken the time to update us.
Sara (Debt Camel) says
I agree.
rob says
I’m waiting for my prov case to be passed to an adjudicator. What is the process from there? Do I need to speak with him/her? I also lost my job 5 weeks ago so would this be grounds to ask them to look at it as a matter of urgency? I did not receive any redundancy. Thanks in advance…
Julie Clarke says
So today I got the letter a lot have had re provident from fos . “ we are looking at lots of claims , yours is not one of them but we expect our work will help us resolve yours too “ blah blah blah . So I am ringing them tomorrow to say that I have health and financial issues . Has anyone done this . What happened ? I don’t know if the letter is good or bad I feel like they have waved a carrot at me twice already where I though the end was in sight then it is ripped away in the next breath . Surely this can’t go on much longer . Either pay me or don’t . X
Deb says
I’m in a similar position and have considered saying to them that I’m struggling ( mental health, physical health, financial problems) but I worry the decision may then be rushed and not go in my favour?
Would you be kind enough to let us know what they say to you about it please?
Danielle says
I think they would require proof for those reasons guys, doctors reports and bank statements etc
Julie Clarke says
I have just rang and explained and they said that they will not need evidence at this stage and will ring me in a few days to tell me if my case has bern moved up. I have had to lend money again.amd I am getting letters asking for payment off provident. I am not making it up.
Danielle says
I am not saying you are making it up?
I’m just saying considering the nature of the complaints and legal implications with Provident arguing with them, I think they would require proof.
We are all in the same boat as you and have been waiting a long time. I was just saying I don’t think it’s as simple as a phone call to say you are experiencing those issues. I had debt letters from Moorcroft chasing the debts and I sent copies to the ombudsman and I am still waiting.
James says
Yes Julie,
I agree, Provident have made enough money out of us, just pay us what we are owed and get this over with 😡
Claire says
I sent a response to their letter yesterday explaining this has cause me you have a number of flare ups due to stress and explained this in detail in the email. When i send the email i fully expected an auto reply however this wasnt the case and called today to be told what they maybe needed or more details but i was basically told still in a queue for the ombudsman and someone might review my email.
Gail l says
Received my cheque today. Just over £12k.
Guy says
Happy xmas to you !!!!! About time we had some good news on here. What date did you start youd claim ?
Gail l says
About 18 months ago. Luckily Provident agreed with the adjudicator.
Samantha says
Brilliant news gail. How long have u waited for it?
There’s a few of us waiting for cheques now and I’m so pleased to see they seem to be sending them x
Gail l says
Hi. They had till the 18th November so they actually paid it a few days early. I would keep ringing them. That’s what I did.
Samantha says
Hi Gail. Is the 18th 28 days after your offer or after you accepted? Yes I’m going to phone them again tomorrow. They always come back with the same thing. Can’t see anything. Can’t tell me anything and wait 28 days lol.
Gail l says
Hi. Yes it was. I always rang and ask to speak to a manager in the Fos team. I tell them whatever they tell me I report it back to the Financial Ombudsman. They probably wanted to get rid of me lol.
Gail l says
Accepted offer
CHRISTINE K says
Hi Samantha, yes am still waiting. Keep phoning them and getting the same as you, well yesterday I was told no chance for it to be sent out before the 2nd December which is the 28th day.
Samantha says
Hi Christine. I got told no one is jumping the queue and they are going in date order. Surely there’s not much more of a wait. It’s not like they are agreeing to everyone’s claims. Someone on fb had her payout within 16 days. I suppose we have to be grateful we are at this stage and not still waiting for responses x
CHRISTINE K says
Hi Samantha, I am just about to ring them again. No response to email I sent them a week ago. I suppose you are right, we should be grateful but it is still frustrating that Provident gets away with so much, especially their very poor complaint system and their customer service team is the most disrespectful I have ever come across
CHRISTINE K says
update….Just rang them and asked to speak to fos team. After a long wait got told no one answering at that end because they are probably too buys with backlog. Also been told that cheque should be with me before the 2nd ( which is 28th day) not sent on that day but arrive before that day. I also asked to add to my file that I would like an email a couple days before they send it out to notify me the date it is being sent.
CHRISTINE K says
Brilliant news Gail. Well done
Gail l says
They did ring me christine to tell me my cheque had been processed and sent
CHRISTINE K says
nice one, thank you Gail. No one at provident told me they would phone me. They all just said I would get a letter with the cheque and thats it, hence I requested the email notification. Have a very happy Christmas Gail. xx
Gail l says
I will my cheque has just cleared. Hope you get yours soon. Merry xmas xx
Ann says
Fantastic
Hope you have a great Xmas xxx
James says
With this new way that the ombudsman is tackling Provident, will it speed things up a bit ?
The adjudicator upheld my complaint, but apparently Provident have disagreed. With this new approach, will the complaint still go to an ombudsman, or will it bypass the ombudsman and be accepted, resulting in Provident issuing a refund? Or totally go against the adjudicator’s decision and we end up with nothing, which seems a bit unfair, as other people in the same position have already been refunded. Will they then be made to pay back the refund ? I don’t think so, just curious ( and frustrated ) about the whole process.
Sara (Debt Camel) says
This is all guesswork at the moment …
With this new approach, will the complaint still go to an ombudsman, or will it bypass the ombudsman and be accepted, resulting in Provident issuing a refund?
At a guess, if Provident accept the lead decision (or go to court and Provident lose the court case) then the ombudsman will suggest they should accept most outstanding adjudicator decisions, only forcing any unusual ones to an Ombudsman decision.
Or totally go against the adjudicator’s decision and we end up with nothing,
It seems very unlikely to me that FOS will change their mind while writing the lead decision.
other people in the same position have already been refunded. Will they then be made to pay back the refund ?
No that could never happen.
James says
Thanks for the reply Sara
rob says
I know this lead decision thing is putting a bit of a hold on things at the moment, but, I passed my complaint over to fos nearly 21 weeks ago and it hasn’t even been seen by an adjudicator yet. I’ve made a couple of calls but keep getting told they are busy! Should I keep chasing by email also?
Guy says
Hi rob, my brother sent his to fos 60 weeks ago and his hasnt been seen by an adjudicater yet, its a different experience for everyone. My advice would be to just check with them once every 4 weeks , otherwise it will send you nuts chasing them all the time. I just adopted the attitude ” it will happen when it happens “theres nothing you can do to speed up the process .
rob says
60 weeks! Jesus! Best put my feet up for a while then ey. Thanks for the response.
alison cairns says
Lots of us are around the 2 year stage with the FOS. Now waiting for an Ombudsman or to hear about the ‘lead decision’. This time scale is very common with what’s happening. Of course we would all like a tidy sum before xmas – but that’s not going to happen unless they have already said monies are on the way.
Its frustrating – but ringing etc all the time is not going to make a difference. :(
rob says
Thanks for the response. Guess I’ll just sit back and relax for a while and hope they don’t go bust before my time is due! Or anyone elses for that matter.
alison cairns says
theres no reason t think they are going bust – they are a profitable company
James says
Hi
So, am I correct in thinking that Provident’s whole argument is that it disagrees with the FOS’s definition of problem debt ? And if the FOS, with this new approach, find that Provident are wrong, I take it this will then speed up the refund process, as Provident will then have no grounds on which to dispute these complaints. And ( hopefully) everyone will get their refunds asap 👌
Sara (Debt Camel) says
Provident’s whole argument is that it disagrees with the FOS’s definition of problem debt
I had previously guessed that Provident were EITHER arguing about whether FOS could go back over 6 years OR about FOS’s approach to long chains of continuous lending. Or both.
The letter people have been getting says: “That’s because where a home credit provider has repeatedly lent to the same person on multiple occasions and over extended periods of time, it could be an indicator of problem debt –which we thought was the case here.”. There is no mention of objecting to loans of 6 years. So it now seems that it is FOS’s approach to lending over a very long period that is the issue.
“as Provident will then have no grounds on which to dispute these complaints”
FOS will explain in the lead decisions at great length why it has reached its conclusion and provide its answer to Provident’s objections. At that point Provident has to either given in and accept most decisions – not all, as in any individual case there could be something unusual – or go to court. This is dramatically simplfying things, but provident can’t continue to accept lead decisions but reject all adjudicator decisions.
Mark says
My faith in common sense within Provident has disappeared.
They would not look into request without Letter of Administration for my Grans Accounts.
We finally got it and sent it off to Prov.
Chased them for an acknowledgement, eventually called them – to be told that a letter has been sent to my Gran at her address with them requiring authorisation from her that we can deal with the account!!!
14 days later email acknowledging the mistake & that the Account is now being investigated – not from the date of the complainant!
Just like to point something out in regards to the credit agreement for the prov.
I have a yellow carbon copy of this. And where you sign for accepting the loan, it states:
“I confirm that I am not currently in receipt of, nor seeking, nor thinking about seeking advice or assistance regarding debt re-structuring from anybody, business or agency involved in the prevision of debt management advice”
This is restrictive of seeking any assistance with debt, and indicates that discussing with an agent & refinancing is the only available option…. Wage Day Advance had similar condition & they would only provide reloans as a help, not details of debt charities/assistance
Jolo says
UPDATE
I have just received a email from adjudicator saying provident have now agreed with their assessment (after first saying no and it being put in the Q for ombudsman)
About to ring fos to accept it just need to stop shaking first.
I honestly thought this was going to be sorted after Xmas and I can’t say how thrilled I am.
Thanks so much to the support on this page and huge thanks to Sara you have been there for all of us when we’ve needed it.
Good luck everyone on their cases I hope this is a sign of things to come for everyone waiting
Sharon says
That’s brilliant news well done 👍
How ling gave you been waiting and when did you get your decision from adjudicator?
Danielle says
Perhaps this means things are moving with regards to the lead decisions. Maybe provident have been told by their legal reps that after that point they need to reconsider all adudicator refusals anyway and they started early.
I mean if they wait until all lead decisions are passed they will have a lot of work built up to deal with, aswell as new or complaints not yet looked at.
Danielle says
I would be shaking too! Have a great Christmas and treat yourself :-)
alison cairns says
Lovely to hear. You must be so happy
Guy says
Thats fantastic news . Could we have the time frame please of 1. When decision was made in your favour. 2. When provident rejected 3.when it went to ombudsmen 4. When provident changed mind and accepted. Plus any additional information regarding why they changed their minds . Thank you and well done once again.
Jolo says
Hi a rough time scale is as follows I can’t remember exact dates but it’s close enough
Mid sep2018 complaint sent to prov
November 2018 complaint sent to fos
13th August 2019 adjudicator agreed on loans 6-9
October 2019 no response from prov so case got put in Q for ombudsman
Mid October 2019 prov disagree with adjudicator.
Monday this week got the letter about the lead cases.
Today got email from fos with offer.
So all in all it took about a year and a bit start to finish.
I hope things are moving along for other people too and I wish you all the best of luck.
Danielle says
Those time frames are very similar to mine, also they agreed to pay 3 loans interest to myself. I said no so it went into Ombudsman queue. 3 loans as full and final settlement or 23 ruled by the adudicator, I would rather wait it out.
Guy says
How mad is that !! Your timescale is exactly the same as mine , my decision was given 12 Aug 19 , put in queue oct, but havnt heard anything , maybe because i had a lot of loans , 25 in all with 22 to be reimbursed ( interest ) . Thanks for the information.
Claire says
Great news for you, brilliant!
Can i ask when did you put your complaint to FOS and when did provident reject it ?
Claire says
That’s good, you got the right outcome in the wnd. Can i ask was your complaint about the amount of loans you had ? Or was it something else ?
Jolo says
The amount of loans and that they were unaffordable. I sometimes had 3 on the go at once and would take out new ones to pay others off. I will add that all loans were also over 6 yrs old
Claire says
Okay that’s the same as my complaint, so hopefully it’s good news for us all.
Susie says
I have now entered my third year waiting for a solution to the irresponsible lending from Provident. The first letter of complaint to provident was 1st November 2017, they wrote back in February 2018 saying they felt it was not irresponsible. I complained to the ombudsman on 13th April 2018 and it was upheld by the adjudicator on 26th September 2019 and given till 10th October to reply which of course they didn’t. On Monday this week I received the letter telling me about the lead cases (of which I am not one) so the waiting continues. I am still paying a loan off I took out in 2012. I can’t cope with the stress for much longer.
Julie Clarke says
Your story sounds like mine . It was June 2017 I got an adjudicators decision sayin no not responsible lending then I complained to fos who said they were sending it to ombudsman . Heard nothing apart from an email every sixth months saying someone had left and my case holder was now them. Then I got an email may 2019 out of the blue saying that another adjudicator was looking at It. Not that I asked for that but hey ho . They took three months to decide that they do agree with it. But provident didn’t reply so now in a long queue again with ombudsman again . Then I got letter about the test cases the other day . So mine has been back and forth three times now . So forgive of I am frustrated
Wayne says
Hey guys,
There’s been alot of good news recently. It seems provident are starting to look at the claims themselves finally. My claim is currently in the que for an ombusman. My adjudicator ruled in my favor (Interest on loans 2-12 be repaid) and gave provident until the 28th August to respond. Nothing so was put in the que. After seeing the positive activity on here recently I decided to call Provident complaints team on 08001218034. I spoke with someone who said my complaint is currently being looked at by a case handler and they would contact the finantial ombusman service when completed. Felt they was telling the truth as they gave my case handlers name. Does anyone know roughly how long it takes for a case handler at Provident to complete a task like this? All in all things are finaly moving forward at Provident.
Claire says
Fingers crossed it is the start of good news to come.
Can i ask was your complaint ever rejected from provident ? And how old is your complaint?
I don’t know if its worth me calling them and asking if they would look into my complaint again?
Wayne says
No. I first complained to Provident in April 2018. They didn’t respond so complaint made to FOS 4th August 2018. Heard nothing until a adjudicator emailed me on 8th August 2019 ruling in my favor and giving provident until 22nd August to respond. Again nothing. Was then emailed and told I was in the que for an ombusman on 28th August. So it was never rejected only ignored. Until now.
Susie says
My original complaint was rejected by provident so I sent it to the ombudsman who agreed with me ,they wrote to tell provident in September and they wrote back disagreeing with the adjudicator so am now waiting for outcome to the lead cases (for which I am not one)
I am waiting for a verdict on 5 loans. 14/10/11 £789 , 10/02/12 £857, 10/02/12 £846, 27/04/12 £1,378 balance £603 and 27/04/12 £1,378 balance £567. I have no clue how much refund I may be due, any advice would be helpful.
alison cairns says
If you do let me know :)
Claire says
I did call them, but all i was told is there for team will call or email me if there’s a update .
D Jacob says
Hi,
just a quick query, are Satsuma and Provident same companies? And, Can I file a complaint against them in One complaint letter as I had around 5 loans from Satsuma and further 4 from Provident between 2015-2017. I still owe both Satsuma & Provident over £1K each. Is it worth putting a complaint?
Thanks
D Jacob
Sara (Debt Camel) says
Yes they are the same company. I haven’t heard of anyone putting one complaint covering both brands. They are both slow to respond to complaints. I don’t know if this would be worse if you put them in as a joint complaint, but you can try.
alison cairns says
I have read on the FOS web site recently – that
We continue to receive a significant amount of complaints about consumer credit, especially in relation to lending. We’re upholding a large proportion of complaints about high cost credit’……….
Hope that some of this relates to Provident……………. Its about time there was some movement….