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.
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 your Provident loan on time, it could still have been unaffordable.
If the lender should have realised the loan was unaffordable they shouldn’t have given it to you – that was irresponsible lending and you should get a refund back of the interest you paid.
With doorstep lending complaints you don’t usually get a refund of all your interest, the common award is a refund on interest on the last few loans.
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 complain about doorstep loans
For the last 18 months, 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.
That article has template letters for complaining and it describes what you need to do and when to take your case to the Financial Ombudsman. You can use that letter – just delete the word “payday” – but also see if their are any special doorstap lening points to add, see below.
At the bottom of that article there are thousands of comments from people making payday loan claims, so you can see how it works in practice. And now people are having success with complaints about doorstep loans – see the comments at the bottom of this article!
Special points that may apply to Provident and other doorstep lenders
Here are some points that often crop up with doorstep lending. If any of the following happened to you, add a similar sentence to the standard payday loan refund letter:
- “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 told the collector I had lost my job and she offered me a new loan to tide me over”;
- “When I asked my collector if I could pay over a longer period, he said I couldn’t unless I took a new loan”;
- “I have borrowed from you continuously for four years. Every time I cleared some debt, I was offered top ups”;
- “I missed several payments but you kept lending me more”;
- “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.”
Those are all pretty common!
Contact details for doorstep lenders
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. 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.
- Provident Use their online form: complaints to Provident and copy your complaints letter into the “message you want to send us” box. (Same for Greenwoods).
- Morses Club You have to write to them, see complaints to Morses. (Same for Shopacheck).
- 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.
How good is your complaint?
The more loans you had, the better your case. Borrowing for prolonged 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 will not be able to have a complaint about loans before 2007 considered. Most refunds being given are just for the more recent loans.
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.
What will the Ombudsman say?
Read What happens at the Financial Ombudsman for an overview.
You can take cases with doorstep loans more than 6 years old to the Ombudsman. The lenders may say they haven’t kept the records of the credit checks for these older loans … but they don’t seem to be very good at producing the records for the more recent loans either!
You probably won’t get a refund back of all the interest you paid – most refunds given are for your more 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 and ask for an amount.
Some things worth saying to the Ombudsman:
You had a poor credit record
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. Get a copy of your free Noddle report – this will show defaults and missed payments going back 6 years. Send that to the Ombudsman with your complaint. Don’t wait to be asked for this, said it straight away.
Did you “refinance” loans?
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 that you would have if you had just been given an extra loan because of the way the “early settlement calculation” were 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.
Who suggested you borrow more?
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.
The FCA (the lenders’ regulator) said this in a report (its long report – look at page 32) in May 2018:
“Section 49 of the Consumer Credit Act 1974 (CCA) prohibits the canvassing and soliciting of cash loans off trade premises where this is not done in response to a signed written request made on a previous occasion.”
ie a lender such as Provident should only have offered you a loan if you had asked them in writing for it, they 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.
Describe what happened with the loans
It’s important to try 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.
Send your bank statements
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. Read Gambling and payday loans complaints for examples of how the Financial Ombudsman handles this sort of case -it is hardly ever a problem.
What about your current loan?
If you are still repaying a doorstep loan, you can still complain. If you tell the doorstep lender, they will usually allow you to pay less each week over a longer period without adding any more interest.
But if you have other problem debts, 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?
I suggest you add a comment below!.
Asking for a refund for payday interest
Too high a credit card or catalogue limit?
Asking BrightHouse for a refund
paul wright says
hello, i am about to register a Claim against Provident, I have all my loan records, as requested, which they sent out within 4 days.
How long am I expected to wait for a reply off Provident?, or can I submit my claim straight to the Ombudsman?
Sara (Debt Camel) says
you have to give Provident 8 weeks to reply before you can go to the Ombudsman.
Kelly McCandless says
Hi Sara
Looking for some advise again. Loans at home have come back to me after I asked them to look at the loans again after their final decision. They came back to me yesterday to say that they are still not upholding and their previous decision stands. The letter is long winded but I had sent wage slips relating to dates my agent had put on the form and she signed to say she had saw these. My wage slips prove that she did not see these as if she had they would not have gave me a loan. They are NOT accepting these as evidence as they say my name on wage slips are K, McCandless and my forms are Kelly McCandless. They are saying that i signed the documents saying the information is correct. At the end of the day their agent put false figures on the form. My wage slips have my national insurance number on it so how can they not accept them as evidence. Is there any point in me going back to them or should i just send to ombudsman. The last comment was based on the evidence i sent them of council tax arrears they will not be lending to me again to ensure that no financial detriment is caused. HAHA. Sorry but 5 years and £20,000 too late to suddenly become a responsible lender.
Kelly
Fay says
Hi..
Put a complain in with provident after 8 weeks I got final decision and they won’t up hold it as they say all loans were affordable so sent off to ombudsman in April…. they are now dealing with complaint …
26/10/2012-£400 + £310 int
03/05/2013 £800 + £912 int
28/06/2013-£700 + £711.20 int
18/10/2013 -£1600 + £1920 int
29/11/2013 -£400 +£ 328 int
Only my partner was working and we have 3 small children top up with tax credits
Each loan shows on my credit report that I was in arrears when issued a new loan …. have sent in credit report which shows arrears
Bank statements and an income and expenditure form …. also have found an old provident book where it shows my partner had a big loan and couldn’t keep up repayments And in 2010 they amended his payments to a lower amount as it was in arrears the same day they gave me a loan … I know this won’t get looked at but will this show the new loans we’re unaffordable?
Fingers crossed this complaint comes back in my favour but not feeling optimistic 😩
Fay says
Hi Sara
Adjudicator has Agreed loans 8 to 11 were unaffordable….they have written to provident and I’m just awaiting there decision if they are going to accept ….they have until 14th nov to agree or not….
Do provident usually agree or will this be sent to an ombudsman for a final decision …if so could this be a different outcome…
Thanks
Fay says
Just thought I’d keep this post updated in case people are going through the same… provident came back today (8 days before the deadline) and have agreed with adjudicator just under 4K back …. am shocked they were early I was expecting them to go past the deadline
Caroline Robertson says
Well done Fay!!
Were any of the loans older than the 6 years?
Fay says
No Caroline I decided not to go with older loans as I had managed to keep up with payments…these were only for a couple of hundred at a time…..started struggling in 2011 where they gave me bigger loans to pay off earlier loans….
They would see that I was fine until 2012 so just stuck with newer loans within 6 yrs
I think if I still owed provident I would have attempted older loans before 6yrs
Sara (Debt Camel) says
Good result and good they responded promptly- perhaps they are at last getting on top of complaints handling.
Geoffrey says
Hi Fay! How long did it take to receive the payment? I’m on day 26 of 28 and still not received it!
Geoff
Fay says
Hi Geoffrey
I received my cheque off provident on the 16th nov it was pretty quick tbh I wasn’t expecting it that early ….
Liz says
Hi
I sent a complaint to provident via their online service but I haven’t heard anything yet no acknowledgement nothing. They have got to the 9th Oct for the 8 week deadline to be up. Is this normal for them?
Weslie Ogilvie says
Hi Liz,
I made a complaint to provident. They’re customer service was awfull. They kept claiming to have lost my complaint, they gave me false information, they ignored requests for information. My advice is to keep a record of all contact with them, hard copies i.e e mails if possible. It took them over 3 months to respond to me. Ive since contacted the ombudsman, whom provident supplied all the information within 2 weeks. My experience is that they’ll try and be as awkward as possible. I’d contact the ombudsmen when providents time limit runs out if I was you. I hope this helps
Liz says
Hi weslie
Thanks for ur reply hun. I shall go to the ombudsman if I don’t hear from them by the deadline.
Michele says
So I sent my complaint against Provident to an ombudsman after my investigator didn’t uphold my complaint. I’ve had a letter today from an ombudsman more or less saying she agrees with what the investigator said and she’s not upholding my complaint. They haven’t even asked me for bank statements. I have to sign & return a form to say if I agree or disagree with their decision. Is it time to give up? So so disappointed!
Sara (Debt Camel) says
Did you actually send your bank statements in as I suggested?
Michele says
Sara they insisted bank statements wouldn’t make any difference to their decision! The letter I’ve received today is their final decision.
Sara (Debt Camel) says
Well it’s a pity you didn’t send them. I think it’s harder to ignore evidence that they have been sent.
But at this point I am afraid there is probably nothing more you can do.
You don’t have to accept the decision, you could reply you are very disappointed and you think they have handled your complaint very badly as you have offered to supply your bank statements. But your only further option is legal action and I don’t think you should think of doing that without legal advice.
Brian says
I have complained to provident about my affordability loans over the last 7 years. They have said since I paid on time and they can’t see any patterns they have closed my complaint.
Sara (Debt Camel) says
send it to the Ombudsman. Also attach a copy of your Noddle credit record AND you bank statements – do not wait to be asked for these.
z says
Hi Sara,
I am in need of advice. I am making complaint against Mutual and I have had 3 laons with them and at the same time as loans I was paying for retail items such as TV, Fridge. Mutual got back to me ( stage 1 letter) and stated that I had 3 loans but completely missed out about the purchases that I am paying at the same time. Currently I have 3 books that I have money collected for? How do I approach this and hope this makes sense.
z says
Hi Sarah.
Yes consumer goods loans was also through Mutual. The same person collected money and the same books used, however in the response ( stage 1) they only mentioned Loans not the consumer good loans that I had at the same time.
Sara (Debt Camel) says
OK, then go back to them, give details of the consumer goods, and say that you would like them to take into account the full extent of your borrowing from them as together it was unaffordable.
z says
Hi Sara,
I am in need of advice. I am making complaint against Mutual and I have had 3 laons with them and at the same time as loans I was paying for retail items such as TV, Fridge. Mutual got back to me ( stage 1 letter) and stated that I had 3 loans but completely missed out about the purchases that I am paying at the same time. Currently I have 3 books that I have money collected for? How do I approach this and hope this makes sense.
Sara (Debt Camel) says
Hi Z,
Were these consumer goods loans also through Mutual?
z says
Hi Sarah.
Yes consumer goods loans was also through Mutual. The same person collected money and the same books used, however in the response ( stage 1) they only mentioned Loans not the consumer good loans that I had at the same time.
Sara (Debt Camel) says
I am sorry I missed your reply.
I suggest you go back to them and point out the missing loans and that you want all your borrowings to be considered in your affordability complaint.
Alex Cameron says
Hi Sara
I sent S.A.R to provident over 9 weeks ago and had no reply , they keep sending texts saying to call them to work out a waver and calling at house when i’m not in. Can i tell them yo call bavk when they have responded to SAR .
Sara (Debt Camel) says
It might be simpler to just call them and ask why they haven’t sent you the information. If they are having problems identifying your loans, you need to try to help them. Have you also sent an affordability complaint?
Annie says
I have had my complaint rejected at provident.Ive sent it to Ombudsman.Every loan I had has been refunded financed.Kast years was refinanced or rolled over even though previous one had been in mega arrears.Sent all paperwork from Provident away.All loans have mega missed payments but constantly rolled over.Dont think I’ll win but worth a try.
Sara (Debt Camel) says
Well worth a try! Good luck!
Annie says
Probably take months.I sent all the paperwork provident sent me way back to 2008..Continuous missed payments and rollovers.Last years was in bad arrears when refinanced.I would say irresponsible lending.Does it go to investigator .He has phoned already.Does he make decision on it
Jolo says
Fun thing on one of my loans is that I didn’t even sign it!! Nothing in the I agree to pay blah blah blah box. That wasn’t very responsible of them was it.
Annie says
Has yours been at Ombudsman.If so what is the timescale.Ive never done anything like this before.Just had a look at actual interest on last one and started looking in to things.
Jolo says
No mine is still with provident only been in about 2 weeks. Apparently it has been passed to a case worker there and he/she will ring if any more info needed(I had all loan numbers, amounts and charge amounts as I had requested this about a week before and they sent it within 2/3 days) I’ve been very detailed with it all with which loan was used to pay what, how many missed or reduced payments there was and which loan was used to pay off which ect. Hope they ring me up just so I can point out that I had not even signed on one.
Annie says
I got my reply couple weeks ago.Took about 6 weeks.More or less saying you have 14 day cooling off time and although seen the missed payments when struggling wasn’t enough to not allow more borrowing.I went straight to Ombudsman.Will sit tight now and see what happens.Would be great to win.My final loan is now on reduced rate.
Jolo says
At one point they gave me 2loans(£700 then £200) within 13 days of each other so I guess that didn’t show them how much I was struggling 🤔
Annie says
Well good luck with it all.Think it will take time though.Thing is it is all in black and white in paperwork they sent that I was struggling with missed payments yet they constantly refinanced .I will post the outcome when done.
Adrian Thomas says
Hi there. How do I go about claiming against provident as I had a few loans in the past which I struggled big time to pay
Many thanks
Sara (Debt Camel) says
You are on the right page! As the article above says, take the standard payday lending template and look at what extra needs to be added. I have listed something which often happened with provident and other doorstep loans, so if any of them apply to you, add in a sentence about them.
Annie says
You have to complain to them first and they don’t uphold many complaint .Last chance is Financial Ombudsman.Make sure you have paperwork for all your loans.It will show missed payments and struggling yet they still issue or refinance more.
Geoff says
Hi! I had my complaint against provident upheld today by the adjudicator, had loans from 2006 but I only continued with complaints in the last 6 years, 8 in total with about 4K of interest, they agreed my credit file that was littered with defaults etc showed I was dependent on credit, so provident should of checked this. Any experience of weather they tend to agree with adjudicator decisions?
Annie says
That’s great news .How long did it take.Think they have to take their decision.Mines just with investigator just now.I have sent all paperwork provident sent me.As said before constant refinancing ,more interest,higher payments then struggling.Does it go to adjudicator after investigator.
Geoff says
Submitted to fos in July. Adjudicator phoned me Monday to say had taken up case. Decision sent today Wednesday!
Annie says
That’s not too long then My investigator is on holiday this week.Hes waiting on their paperwork coming although will just be same as I sent.Did you have to send anything else.I keep trying to get Noddle report but can’t get it.Fingers crossed I’m as lucky as you
Deborah wright says
I complained to provident in April and sent all the details to fos in May, and heard nothing since except to say they were waiting for an adjudicator to look at it still. This was 5th September! Someone above submitted to fos in July and they’ve heard already.
Is this normal?
CHRISTINE says
Hi there, I had my complaint against Provident with Fos since early May and get same as you Deborah when I phone, doesn’t seem fair at all
Sara (Debt Camel) says
Do you have any loans over 6 years in your complaint?
Connor says
Mines been with FOS since January, might tell them to forget the ones prior to 6 years at this rate…
CHRISTINE says
I made it clear in my claim that I am not wanting claims prior to 6 years considered as I have read on here that this will delay claim. Seems to make no difference though. They are just saying that they have a huge case load.
Caroline Robertson says
Mines has also been with FOS since April but its because i want loans over 6 years looked at and these take considerably longer
Rachel says
Hi, I am wondering if I have a case to complain regarding provident loans I have had over the year. My agent was my auntie which I have now found out is not allowed, I was constantly offered and took loans over a 12 year period, always refinancing and always borrowing more, it got to a stage where I couldn’t keep up with other debt and I was made bankrupt, I didn’t declare my provident loans due to the shame of my agent being family, after this I have since had another 13 loans which I took as still had no spare cash for emergency situations due to high weekly provident payments that I was still struggling to pay. For the last 12 year I have paid between £30- £90 a week even after bankruptcy. Do you think I should contact them?
Sara (Debt Camel) says
Yes I think you should complain! Do you still have a balance owed?
Rachel says
No, my aunt was made redundant from provident 18 months ago I carried on paying my existing debt to the new agent and I have never taken a loan since.
Rachel says
Should I try and claim for all loans with my agent being family and constantly contacting me to get them or just the loans after I became bankrupt in 2013? Thank you
Sara (Debt Camel) says
I think this is a really unusual situation – I think you should go for the whole lot.
Bill says
Hi Sarah,
I had a reply from the FOS, informed me my complaint against MORSES club cannot be continued as apparently they are in default and I should continue my complaint with the FSCS, do you know anything about MORSES situation?
Sara (Debt Camel) says
Still happily trading so far as I can see! And anyway, this sort of activity isn’t covered by the FSCS … I suggest you phone up FOS and ask why you have been sent this.
gillian says
hi bill I put in a complaint with morses club in septrmber of this year after sending bank statements they upheld loans 12 to 16 and said loans 1 to 12 were taken out with welcome finance (I had never heard of this company as far as I was aware all my loans were shopacheck and morses had taken over this company)they were very nice and even passed my complaint to welcome who declined in full so I sent to fos I was lucky and have been assigned a adjudicater after just 2 weeks I have spoken to him and he is looking into it for me some of these are over 6 years so maybe a long wait but he did not mention any problems about looking at my case
Mike says
Hi Gillian
I went down the same route as you with Morses. They initially didn’t up hold and neither did WFS( shopacheck) adjudicater ruled in my favour for half my Morses loans but did not uphold any of my WFS loans.
I was confused but you can’t win em all. But I wish you good luck
Bill says
Hi Gillian,
My loans where with shopacheck, what I don’t grasp if the FOS are asking for bank statements for the period approx 2010-2011, firstly can’t get statements for more than 6 years ( rbs and Santander) secondly shopacheck gave cash loans at home so would not show in bank statements! Forgive me if am wrong?
Bill
Bill says
Thank you for your email regarding your short term lending complaint.
Unfortunately we are unable to look at this complaint for you as the business is in default.
Please can you contact the FSCS who are in a better position advising on what to do next and how you can claim compensation for your loss.
Please find their contact number below:
The FSCS Freephone number is 0800 678 1100 or 020 7741 4100.
If you have any questions, please do not hesitate to contact me.
Hi Sarah,,,
Above is the message I received this morning, I’ll ring tomorrow but as you said I to believe morses club are still trading
Sara (Debt Camel) says
Ok, let us know what happens!
Michelle says
Hi,
Would it maybe have something to do with the welcome finance loans from before morses took over? The FOS also advised me to contact the FSCS with regards to some of my loans.
Annie says
Just had call from FOS.Asked more questions and said he might be looking at it or it will go in queue for someone else if it’s too complicated .Will know in next few weeks
Jolo says
So I’ve just had my rejection from provident which took them 4 wks so at least they didn’t make me wait the whole 8 wks. They stated that due to it being over 6yrs they can’t look at it so sent it to the fos. Without me having to look back has anybody had over 6yrs loans rejected recently and how is it going at the fos??
Caroline Robertson says
Loans over 6 years old are taking ages with the Ombudsman. Mine’s has been in since April and i think there are a few on here who have been waiting longer than i have
Jen says
Hi i first complained to provident in nov 17 been at FOS since early this yr, they said it’s still a jurisdiction issue over 6 yrs, I’m now considering dropping over 6 yr loans (6loans) just to get it closed, interest on loans under 6 yrs approx 4K, if they find in my favour, do check credit reports & any old books u have as my SOA from them ‘missed’ some loans, when I told them they were able to provide breakdown of missed payments etc
Caroline Robertson says
Im similar to you Jen, mine with Provident in December last year. I have a difference of getting £4000-£5000 on loans under 6 years to £18000 if i hold out. Im holding out lol. I phoned for an update about 3 weeks ago and was told hopefully within 12 weeks but im not holding my breath on that. Happy to wait if i get the result im looking for
Jen says
That’s great news, I don’t know wether 2 drop over 6 yrs, I’m about 2k assuming they award all loans in the 10yrs complaint, just wish it could go back further, does anyone know if I drop loans over 6 yrs will adjudicator still take in2 account I had over 100 missed payments with them including on the loans over 6 yrs
Jolo says
Thanks for the reply
Yeah I’m expecting a long wait.
How’s yours going?? Is it with someone or are you still waiting for it to be picked up?
Caroline Robertson says
I was given an ombudsman right away as i have disabilities but because i wanted loans over 6 years looked at too it was sent to another department. Its in the queue to get picked up thats all i keep getting told
Annie says
I e mailed and told them just up to the 6 years.I really just want it finalised.Also at beginning I was managing ok.Wasnt until something happened in my life and I started struggling to pay and they kept refinancing
yvie says
My adjudicator advised to Provident he wanted final 5 loans interest refunded as I had previous arrears and shouldn’t have been given the new loans – Provident responded saying I had no arrears on my statements so they acted appropriately and my adjudicator has now agreed!!!
The arrears, including my account going in to AR status, is clear on my credit report so how can they say that I wasn’t?
I’ve sent it back detailing the actual facts, but I’ve now lost all hope in the FOS system, and getting my money back. I just can’t understand why he’s back tracked.
Sara (Debt Camel) says
Just to be clear – you thought you had had arrears too?
The FOS system can seem very slow, but both you and the lender can make points and – as you have seen – the adjudicators do change their minds. If your adjudicator doesn’t go back to his original decision, ask for the complaint to go to an Ombudsman. Ignore the sentence the adjudicators have to tell everyone that the ombudsman will usually agree with the adjudicator.
yvie says
Thanks – yes I went into arrears on several occasions, there are loads of late/missed payments on my credit file – I responded pointing out that the statements Provident supplied to FOS do not match the info on my credit report and he has agreed and asked Provident to explain…will update when I hear back.
yvie says
Hi Sara – my adjudicator has come back to me today advising that Provident have advised I was never in arrears, and that the information showing late payments THEY reported on my credit file is incorrect!!! And that I have to prove otherwise – I never had payment books as I paid by cheque which I left under the mat to avoid sitting in for an agent, although you can see from my bank statements that the payments were not being made weekly – the dates correspond to my credit report for the missed and late payments.
How am I supposed to prove it if they wont accept the credit file and bank statements?
I am so frustrated by this.
Sara (Debt Camel) says
Reply to your adjudicator that your bank statements prove that Provident are not correct and the payments were not paid weekly. Ask why you can’t send the adjudicator this proof. Come back here if this isn’t sorted.
Liz says
Finally got a response from provident regarding the 16 loans from 2009 to 2016. Basically saying that ones that are over six years are a no go and the others they upheld there part and they cannot see any problems. Will be forwarding to the fos as had to get the involved due to no contact from provident within the eight week deadline. I’m not holding my breath but who knows.
Sara (Debt Camel) says
Good decision – that is a lot of borrowing.
Liz says
Hi Sara
Am I right in thinking I have no case for the loans over the 6 years?
Sara (Debt Camel) says
No… but these older cases go very very slowly at the Ombudsman. I’m not sure if FOS is trying to reach a general decision on the older loans for Provident or if it is looking at them case by case, but whatever there seems to be little movement on the older loans.
Liz says
Thanks for all ur help u r a legend. Hopefully I’ll get some where with the fos.
Dan says
Hi, I complained to provident regarding 20 loans since 2007. They did not uphold my complaint which I have now taken to the ombudsman. I Filled out the form online, including credit report, bank statments, and all loan info from provident. I havent heard anything even an acknowledgement of my complaint is this normal? How long can the process take?
Sara (Debt Camel) says
You should hear back from the FOS within a couple of weeks – how long has it been?
Annie says
Can anyone help me.I am hopeless online trying to get my credit report for FOS.Who do I contact to get a written report by post.Investigator needs it asap.Thanks in advance
Sara (Debt Camel) says
If you can’t download get your Noddle report online for some reason (you need to try from a desktop, not from a mobile) you can get a CallCredit statutory report posted to you, see https://www.callcredit.co.uk/consumer-solutions. Tell your adjudicator that you have ordered this.
Annie says
I have e mailed and asked for this.Bank I used as well is closed .I have asked him if a copy of my benefits payments at this time will be sufficient.Benefits Agency are sending out entitlement letter and amount so hopefully this will help.
Sar says
Hi Sara
Have sent in a complaint to provident about loans taken in 2012. I had 8 loans from 1/12/2011 up to 09/08/2013. I have a problem tho as at the time I was with my then partner so all our money (tax credits, jobseekers and child benefit) went through his bank account so if I have to send this to the FOS (which from reading the comments on here I will probably have to) I won’t be able to get bank statements as it is in my then partners name What can i do? I have checked my bank statements from that time and no money was going thru my bank at all
Sara (Debt Camel) says
Any chance you could ask your ex for bank statements? If not, then you have to explain to FOS why you can’t get them.
Sar says
Thanks for getting back to me I know from looking at the comments I am most likely going to need them as it seems provident dont uphold any complaints . I have told them that the outcome I would be really happy with is for them to wipe the remaining balance on my last loan (currently 666.00) and refunds for the last 2 loans (about 890.00) which i think is a fair offer considering the total amount of interest was over 2500.00! I will have to ask my ex if I can get bank statements as I think I will deffo need them.
Annie says
I have no bank statements either that’s why I have written to Benefits Agency for proof of my benefits at that time.Im hoping to be able to get written credit report by post as well.Thats best I can do.Im hoping it’s enough for him to continue investigation.
Chris Mitchell says
Hello. I made a complaint against Provident, I had 9 loans with them over a 4 year period. I complained about their lack of affordability checks, and aggressive marketing (Which included me taking a loan out 3 weeks after I had taken a loan), and completing this transaction in an agents kitchen, which should not happen. I had a reply saying they felt they had acted properly and would not be upholding my complaint. They also said due to the nature of my complaint that I could no longer have loans with them, even though I have one with them currently. They said that because I have never missed a payment, I must be able to afford the. I feel really patronised by them, and wondered what I should do now? Thanks – Chris
Sara (Debt Camel) says
Send the complaint to the Ombudsman. Provident hardly ever makes an offer, they are just trying to get you to give up.
.
Annie says
Well my credit report arrived.Shows defaults from Provident but they continued to lend to me.Only have the letters from BA as proof of income.All returned to FOS.Fingers crossed it won’t take long
Bill says
Hi Sarah,
Hoping this is correct section? Have complaint currently with FOS since August regarding ( shopacheck) not getting anywhere as fos tell me welcome finance have dissolved, but I thought it was with morses club? I have attached a email message from fos I received today…..Although Morses Club is not in liquidation, Welcome Finance is.
As the final response came from Welcome finance, we are not able to look into the complaint.Although Morses Club is not in liquidation, Welcome Finance is.
As the final response came from Welcome finance, we are not able to look into the complaint.
If you have any questions, please do not hesitate to contact me.
Kind regards.
If you have any questions, please do not hesitate to contact me.
Kind regards.
Sara (Debt Camel) says
You could talk to the Ombudsman about whether you have a claim against Morses. If they say No, then there may be nowhere to go with this one I am afraid.
Caroline Robertson says
Sarah,
I am so excited this morning lol. Now appointed an adjudicator, its been a fairly long wait but they will look at all the loans from 2007, giving me a total of 19 loans to be looked at. They have disregarded the ones before 2007 which i expected them to.
An 8 month wait for the longer loans which isnt too bad
Jen says
That’s great news, how did you get them to look at the 1s over 6 yrs, the last time I asked they said provident hadn’t consented to FOS investigating over 6 yrs yet. Hopefully I will hear soon
Caroline Robertson says
I was given an adjudicator fairly quickly because im disabled and he asked if i wanted the older loans looked at. I wasnt in any hurry, i knew it would be a while before they were looked at so i said yeah. This is what the adjudicator is saying…In their final response letter, Provident objected to looking into some of your loans as they were older than 6 years. They’ve now consented to us looking into loans from 6 April 2007 onwards. This was the date that they fell under our jurisdiction, so I’m only able to look into loans from this date onwards.
Jen says
That’s great news hopefully hear something soon now the over 6 yrs are getting looked at, gd luck with yours, thanks for the info
Caroline Robertson says
My adjudicator has now been in contact twice since intorducing himself. Once to ask me how much was written off the last of my loans that Provident wrote off in August which i replied to with the amounts and saying they are down as partially settled on my credit files. And he emailed tonight to say he has asked for further information from Provident. What kind of further information would he need when he has it all already?? Im starting to feel nervous and think im going to lose, only glimmer of hope i have is that they have written “3 on same day”, “2 on same day”, etc next to some of the loans
Sara (Debt Camel) says
All you can do is answer the questions… loads of people here have been nervous and gone on to get a good result!
Sar says
Hi Sara
I have just had a final response of provident they are basically saying that all my loans were lended responsibly. But they have also added a check for 39 pounds due to when I refinanced a loan in May 2013 I should of received more cash in hand! What I want to know is I am sending this to the FOS but shall I still cash the cheque in?
stu says
Hi All,
I have received my loan information today from Provident, so now on to stage 2….i was wondering if anyone would be willing to share the letter they sent to Provident to start the claim.
Also while looking through the agreement papers, i noticed that the customer signature is not mine..looks nothing like it.
Does anyone know if i can go anywhere with this at all?
Thanks in advance for your help.
Sara (Debt Camel) says
Use the stage 2 template letter in https://debtcamel.co.uk/payday-loan-refunds/ as a start:
– remove the word “payday” wherever it occurs.
– if you borrowed over a very long period and your income and expenses varied, remove the sentences giving exact numbers.
– read through all the Special points that may apply to Provident and other doorstep lenders section in the article above ^^^ and add any that apply to you.
Looking at someone else’s letter is less use as it may not cover bits which are important for your case.
“while looking through the agreement papers, i noticed that the customer signature is not mine..looks nothing like it.” can I be clear, are you saying that you never signed the agreements? that you never saw them?
Annie says
Got e mail from my FOS worker yesterday.He has received the paperwork I sent now….credit report and proof of my benefit payments at time of loans.He is going to review file and update me as soon as he can.I honestly don’t think I’ll win but fingers crossed it won’t take long to find out.
JOJO says
Hi Sarah
Could you advise please.
I complained against Provident and out of 7 loans (5 being over 6 years old) my complaint has been upheld (all within 3 weeks). They have given me the option to go FOS regarding the loans over 6 years old so i will decide what i want to do in that respect. with regards to the 2 upheld loans (2 loans on the same date!!!) – the two loans totalled £1500 with total interest of £1583, £3083 in total. I defaulted on this/these loans owing £2242, and the loan was subsequently given/sold to Vanquis who then send over to Lowell. I have been paying Lowell (what seems to be like forever) and they are currently owed £982 (will reduce to £500 if i can settle asap). Upshot is Provident advise they will arrange for the debt to be returned from Vanquis and written off at £2242. They are obvious not aware I have got this debt down, of Lowells involvement and not taking into account the £841 i already paid. Any advice?
Sara (Debt Camel) says
Tell Provident what has happened with Lowell. The £500 Lowell are offering to settle now isn’t relevant.
It looks as though you paid Provident 1500+1583-2242=841?
And you have paid Lowell 2242-982=1260?
So in total you have paid 841+1260=2101 which is £601 more than the amount you borrowed.
If all those numbers are right, I think the balance of the loans should be wiped and you should have a refund of £601.
Are you sure Provident have said you can have these two loans sorted now and go to FOS with the older loans? That is good news if they agree to that.
JOJO says
Sorry too many facts and figures. total £3083 loaned (of which £1583 is interest). Paid £841 to Provident, then defaulted at £2242. Following on from the default i made £70 per month payments to Lowell so net amount owed is £982. so if i respond to them and advise of the Lowell amount due then they should refund me £1260.
Doubled checked their offer letter and on the loans over 6 years old advised: As all five agreements I have mentioned above fall outside the above period, we are not required to consider them as part of your complaint. Also given the passage of time it is not possible to assess the circumstances of this loan.
If you remain dissatisfied, you may have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.
Sara (Debt Camel) says
You won’t get a refund of the £1260 you paid Lowell in full as some of that is needed to repy the amount you borrowed from provident.
Hence my sum 841+1260=2101 which is the total amount you have paid so far and then you take off the amount you borrowed:
2101-1500 =£601 to be refunded.
I don’t think that wording means you can settle the open loans now AND take the older loans to FOS. I think if you settle the open loans that will be treated as a settlement of your entire complaint including the older loans.
You need to ask Provident this. get them to put it clearly in writing.
JOJO says
Thank you Sarah I understand now. I will clarify a few points with them but overall good result and one less debt.
Xx
Sara (Debt Camel) says
yes I thought after I wrote that, that it would be a shame if you end up feeling this is a bad result. Losing that Lowell balance and getting some money back is a decent result!
Ian R says
Ian R – Sara I had my refund from vanquis-Now I sent a complaint to provident about afford ability of some of the loans I’ve had with them over the last 6 or 7 years on there online form-no response from one I sent a week ago so sent again this morn- has anybody had trouble getting through online to provident or they just slow like vanquis crew
Sara (Debt Camel) says
Provident can make Vanquis look speedy…
JOJO says
Hi Ian,
i complained to Provident, and had complaint upheld within 3 weeks, so not the slowest in my case.
ann reynolds says
I still have a case with FOS against provident that was raised September 2017
Annie says
Are FOS decisions given by e mail or are they posted out to you.Just being curious
michelle giles says
so this is an email o got from the adjudicator today – my loans range from 2009 – 2013, any advice please? am I likely to have these loans considered??
Thank you for your email.
When we look at complaints, our service has to follow certain rules. One of these rules says that – unless there are exceptional circumstances – we can only consider complaints if they’ve been raised within six years of the event having happened. Or, if later, within three years of when you became aware – or should have become aware – that you had reason to complain.
The lender you’ve complained about, Provident Personal Credit, has said we can’t look at the concerns you’ve raised about some of your loans because it says you complained about them outside the time limits I set out above.
This means that we can’t look into your irresponsible lending complaint until the jurisdiction aspect has been resolved.
There are a number of cases affected by this and we’re currently working on a small number of cases to look at the arguments in detail. So whilst you may not see progress on your case after this, we are working hard to move matters forward. Unfortunately it’s taking us longer than we’d like to work through these issues. Once we’ve decided which of your loans, we’re able to look at, we will be in touch.
Sara (Debt Camel) says
I had heard that Provident have started objecting to FOS looking at loans over 6 years old. I think FOS is talking to them about how they have decided payday loans over 6 years can be looked at to get them to change their mind.
As most of your loans are over 6 years, there isn’t really an alternative for you apart from to sit tight. FOS reached “the right decision” for payday loans and so I would expect it to do the same for doorstep lending.