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.
- Skyline Direct complaints@skylinedirect.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?
It can be hard to win a complaint for just a couple of small loans.
Two useful guidelines are:
- The more loans you had, the better your case. Borrowing for long periods by taking out new loans or refinancing existing ones shows you were dependent on the loans.
- The larger the loans became, the better your complaint is. The first few loans may have been affordable but if they kept going up, that is a sign of increasing trouble.
You should get a response in 8 weeks
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 rejects your complaint or makes a poor offer
If you think you have a good case, don’t be put off if the lender rejects it. People are winning A LOT of these cases at the Financial Ombudsman.
It’s normal to not get the first few loans refunded. If Provident has offered you a refund of loans 5-12 that is probably a good offer. But if they have offered a refund on just loans 10-12 it probably isn’t and you could get a lot more by going to FOS.
If you are offered a small amount, don’t worry you will lose this offer if you go to the Ombudsman. We have never seen this happen.
If the lender says the loans are more than 6 years old so you can’t complain about them, ignore this and send your case to the Ombudsman who is looking at older loans (but not loans before April 2007. you can’t get a refund on them).
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 a refund on all loans and let the Ombudsman make the decision about where your loans became unaffordable. You don’t have to calculate anything or ask for an specific amount.
What should you say to FOS?
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, especially if you only had a few loans.
If you have borrowed for many years and the pile of statements would be HUGE, it’s still a good idea to get them all now, but you could then wait and see that the ombudsman asks for.
Don’t be worried because your bank statements show a lot of gambling. Here is one case Ombudsman decision about a Provident case involving gambling which shows that FOS just accepts you have a gambling problem, you can still win these complaints.
Also get a copy of your free 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
Vonnie says
I wrote the standard letter to provident from website about doorstep loans. The emailed back they wanted proof I had been sold these loans unfairly I applied for Sar which I received today. I’m.62yrs old and suffer an acquired brain injury this paperwork makes no sense to me at all.also.im not sure what I’m going to do next thank you
Sara (Debt Camel) says
The simple option is to send them a reply saying you know How much hardship the loans caused you and how your agent always offered another loan when you had problems [if that happened to you?] and you want a reply to your complaint within 8 weeks from [the date you sent it] or it will be sent to the Ombudsman.
If you want Help to sort through a SAR you can go to your local Citizens Advice. But this isn’t usually necessary unless you had a small number of loans, say 5 or less.
Vonnie says
When I contacted them I informed them that my date of birth was incorrect. I have an account still running when I tried to log in when I did they have changed my date of birth. At no point did they ask me for proof. Surely on my agreement they have put the incorrect date of birth down and now have changed it
Vonnie says
Have received contact stating sorry for delay trying to resolve my complaint. They are still investigating and should be in contact within 28 days any ideas please
Sara (Debt Camel) says
I suggest you send the complaint straight to FOS now. Provident delays can be VERY long and they don’t always make good offers – I hope this will be changing but it seems better for you not to wait but to send your case to the Ombudsman.
This can be very simple, just copy your complaint to Provident in. At the moment more than 4 out of 5 people are winning their complaints against Provident.
Do you still owe them money?
Mark G says
I have followed you’re template for provident. They have since sent me a letter saying there is no proof that these loans were unaffordable as I made all repayments on time.
This is mainly because I do take pride in making sure any loans are paid before I have any luxuries rather than because I had enough disposable income. What’s the best way around this as currently they are saying there isnt the evidence to pay out so the claim was rejected
Sara (Debt Camel) says
So they have rejected your complaint? Not just asked you for more information?
Mark G says
They have rejected it as I never missed a payment and at the time never raised with my collector that I was struggling to pay
Sara (Debt Camel) says
That isn’t relevant to whether the loans were affordable or not. If you borrowed from them for a long tim with no gaps between the loans, send you complaint straight to FOS.
Mark G says
I only had 6 loans, but all overlapped one another and the interest I’ve paid added up to more than £2000
Sara (Debt Camel) says
That’s worth a complaint! You won’t get a refund on all the loans but the later ones I hope you will.
Jules says
Provident are currently looking at my complaint, asked if I wanted to add any further information so I took a lot from the templates and explained how i took loan after loan, rolling the loans on, I was in receipt of benefits and made sure I didn’t miss a payment because I was so scared I’d never get credit from elsewhere but my weekly amount was going up and up over the years. My question is, from your experience and that of your readers I realise this isn’t a quick process at all but say if I need Ombudsman input, what kind of timescale may I be looking at to get some sort of result.
Many thanks for this forum, Sara. I am confident you have helped many many people
Andi Anderson says
Does anyone know timescales from when FOS contact Provident for the business file – how long does it take?
It’s now been a month since FOS have contacted them and despite them saying it’s hand and will be sent on by a certain timeframe they fail to do so.
I understand FOS can not proceed any further without the case file, but they all seem powerless to push Provident to supply this information & getting the run around like I was.
Natalie says
Can I just ask I have heard nothing back from Provident , I sent my case to the FOS and it has now been picked up however the information has been sent by Prov to them already and I have’nt had a final reply/response from Prov ? Does this indicate that they have rejected my claim and have just skipped letting me know? Last week I rang and no updates as snowed under so I emailed the CEO no reply there either….
I sent both all a huge folder full of my old loan books , mortgage arrears PD loans the whole sad and sorry tale. Thanks for your help
Chris says
FOS taking an age. Submitted complaint about Provident to them in August 2019 They requested statements etc and these sent in November. Just been on the phone to them – they say they have all they need from me and from Provident but case still not allocated. 6 months from submission of original complaint and counting.
Paul Wakeman says
To give you an idea of timescales, I submitted my complaint to Provident in January 2019 and they took the 8 weeks to respond when they didn’t uphold my complaint. Submitted to FOS and in May 2019, they contacted me asking for Bank Statements, Credit Report etc. Left it a while but in September started ringing once a month just to see where it was it and always got told it was awaiting an Adjudicator to be allocated. Then we had the “lead case” saga on loans older than 6 years and my case finally got picked up last month. Loans 5-24 upheld going back to Sep 08 and Provident have until this Wednesday to agree/disagree so unfortunately it is just a waiting game but hopefully one that will be worth it in the long run.
Sarah Perring says
Hi
I sent mine in Oct 2019 and received the e mail mid jan that they haven’t upheld it so I sent to the FOS ASAP
Kym says
Hi Sara thanks for all your advice. I received my cheque from Provident at the weekend for 1543 and they are all so going to settle the account with Lowell and send me another cheque for all the money I paid Lowell as well . Once again thank you for all your help .
Stef says
How long did the process take?
Julie Coleman says
With regards to Provident my case has been with FOS since the beginning of November 2018 – still waiting to be allocated an adjudicator!
Lynette says
I’m September 2018, phoned for update today and they said they were into june/july so wouldn’t be much longer, fingers crossed 🙂
Rebecca says
Hi, I am just about to finish paying loan number 14 with Morses. I’ve had to keep refinancing my loans only to use the money to pay off the loan itself! I know it sounds silly but when I try my best not to refinance then I get in such a pickle. I’ve held out this time but I’ve been in seriously hot water with my finances. Anyway I’m at the point I’ve got 3 loans out at the same time, I’ve just had to pay 3 weeks worth of arrears totalling £180. I’m working part time, so a quarter of my wage has gone before I’ve even made any payments towards the next few weeks, and I’m not paid until 10th March so undoubtedly I’ll be in arrears again. I want to make the complaint, but my collector lives on my street. Long story short after my 3 weeks of my explaining I can’t pay he said someone is going to come to my house and do a home visit to ask me why o have t paid. His exact words where if this wasn’t him it will be “Steve” who takes a completely different approach to him. I believe it was a threat so I was scared into paying. Never once been offered a repayment plan I didn’t know this was an option. However I’m worried it will cause problems for me should i complain as he lives 3 doors away and I’m worried. If I were to get all of my interest back it would total over £3k. What do I do. Sorry for the lonnng post.
Sara (Debt Camel) says
One thing you could do is send in a complaint and say you would also like a more affordable payment arrangement for the current loans and you want to pay from your bank account as you feel your collector is trying to pressurise you.
If you are worried, then can you go to your local Citizens Advice and get them to help. You should not be intimidated, especially in your own home.
Donna says
Complian my lender from morses lived right around the corner and I still done it don’t let them threaten you ya can pay as low as 10 pound a week as long as your paying something they can’t touch you at al get ya complaint put ave just had a years loans settled but the rest have went fos so good luck
Rebecca says
Thank you for the advice, could I still claim the interest back from the loans I’ve already paid off as well as asking for a repayment plan?
Chloe says
I recently sent a complaint following your template to Provident regarding doorstep loans I had back in 1998-2004. Unfortunatley I have no agreement/customer numbers. I have had a reply advising they are unable to locate my account, after giving them all my details, addresses, date of birth etc… Should I give up now or keep pushing as all I remember I had was a booklet which was amended each week by the collector. It was a difficult time and I had many loans from them and were all paid off eventually. Thanks in advance for any help:)
Sara (Debt Camel) says
I am afraid you can’t take any case to the Ombudsman about loans that are before April 2007. So you may as well give up.
Michelle Wilson says
I sent off a complaint to provident about irresponsible lending last week and have received a reply asking me to send any evidence to help my case to them. I complained as I had numerous loans some at the same time, some to psy off a previous loan and alot of the loans the agent put down I was employed when in fact I was unemployed. What do I do or send now?
Sara (Debt Camel) says
You don’t have to send anything. How old are the loans? Do you have bank statements for the period?
Michelle Wilson says
I might have, I will have to go through my paperwork. I definitely have provident letters and loan agreements going back to 2007, I have been lending for about 20 years from them though. I’m currently in debt management and have 3 loans with Provident outstanding which Stepchange are dealing with.
Mad Greek says
Rather odd conversation with provident this afternoon . 3 weeks ago following FOS push / comms provident were promising giving a final response within two weeks . That two weeks is nearly up so I called them , the agent advised that the irresponsible lending team had been asked to work on another ‘task ‘ . I asked what that was and she couldn’t tell me . We have been waiting since August … hopefully the little alarm bells ringing regarding the solvency of Provident will not turn into fruition …
Natalie says
Can I ask what the alarm bells are ? Was this something in the press ? I too am waiting from august 19.
Thanks very much
Mad Greek says
Hi Natalie , it was just rather/ extremely odd that the irresponsible lending team were being asked to do something else other than deal with what they should be doing… our complaints ! Nothing in the press as far as I’m aware , I’m not trying to scare monger just sharing with the group as there are many of us waiting for a resolution.
Andi says
I’ve had the same feeling for sometime.
FOS contacted them for the case file start December, I rang in Jan they promised they’d send it through by 31st, to date it still hasn’t materialised.
My worries started last year when it was announced the CFO was to step down..
However they’ve announced a new CFO who starts April, and this guy is leaving behind a cushy job at Secure Bank.
I’ve looked at other factors as well which have settled my fears – their share price is in the up this month.
They issued a press release for the group (which includes satsuma, vanquis and moneybarn) which hinted at group Profit for 2019.
They also turned down a takeover from Non-Standard Finance following first quarter profits last year.
The other task the people could be doing could be related to the Feb 27th Annual shareholders announcement or it could simply be they are fobbing you off.
I’ve refrained from Contacting Prov as anything you say or they say could go against you, just deal with FOS.
Julie Coleman says
Hi everyone – just wondered if anyone knows how long it takes for the ombudsman to make a final decision? The adjudicator upheld 8 of my 13 loans and gave Provident until 23 January to respond to the findings. Provident never responded so my case has been passed to an ombudsman for a final decision. I just wondered how long this process takes??
Sarah says
I’d be interested to know this too. Provident had until 6th Feb after adjucator ruled in my favour and haven’t responded.
Andrew says
Yes I’m playing this waiting game too. The adjudicator ruled in my favour for 10 loans and Provident should have come back with an offer by 10th February but haven’t as yet. I’ve found them to be a breathtakingly arrogant from the outset when they emailed to tell me I was getting nothing because I’d left it too late to complain (thankfully the adjudicator put them firmly in their place by confirming that in fact I hadn’t). They later failed to supply the adjudicator with details of my loans by the requested date and when they did they’d jumbled all the capital sums and interest together so it was not easy for the adjudicator to give me an estimate about how much I would be getting. Therefore it was no surprise that they failed to submit an offer by the requested date either. Now I’m really fearful that they are just playing for time and that there’s going to be some random announcement that they are going into administration during the weeks or months that my case is back in the queue awaiting an Ombudsman decision. I know its probably a totally irrational fear, particularly after reading Andi’s comment above, but losing £5.5K of my accepted claim as a result of the Wonga administration has left me deeply uneasy about further delays to this potentially bigger settlement.
Mad Greek says
Good share Andi , let’s see what comes out in the wash !
Andi says
As I posted that just my findings and understanding of the corporation itself.
There are many factors that have to be in place for a company to go into administration.
Provident Financial Group the owners of Provident Consumer Credit are big, but so are the owners of Wonga.
As of today you can still book an appointment for an agent to take out a loan with provident.
To be truthful, between Provident and the Payday Loan companies, I do think Provident will be along for sometime to come, they lost a lot of business to Payday lending.
But that’s my own opinion. They’ve given no indication that they are going down that route. If they do then its pennies in the pound refunds if not then it’s more. Though remember this like any redress is something of a bonus that you never thought would happen, so as I’ve told others, don’t rely on a potential as dreams can be dashed
Rachel says
Hi sara, 1st thank you so much for all your help,and this site for making me aware of the refunds I can get.
Is there any way of finding out how much intrest I have paid on old provident loans?
I have been through my credit report and i can only find amounts.
Many thanks
Sharon says
Ask for a sar they sent mine pretty quick by email and lists all information they hold on you and loans, payments dates etc very informative as tells you early settlement balances as well
Amanda Eilertsen says
What’s a sar ??.
Sharon says
It’s a subject access report ( it’s all the information a company holds on you) you can ring and ask for one or email provident also there is no charge now for this
Rachel says
Thank you sharon.
Julie Brownless says
Thank you so much Sara for all your help! I waited over 2 years nd finally got paid
Danielle Bird says
Just thought I would update everyone. Into my 5th week since raising my complaint with Provident. Received a letter in the post Friday stating they are still investigating and will aim to respond within 28days. The clock is ticking provident, I feel an FOS case coming on
Julie Coleman says
I think you’re in for a long wait!! My case went to Provident in May 2018 – no response so went to FOS beginning of November 2018. FOS ruled in my favour on 9 January this year and gave Provident until 23 January to respond – nothing so my case is now in the queue for an ombudsman to make the final decision. Having said that, send your claim to FOS – you may or may not be in for a long wait but you’ve got nothing to lose
Natalie says
My time line is from August 2019 so not as long as some.
I wrote and emailed numerous times up until the 8 weeks was up and then sent straight to the FOS , someone from there picked up my case and requested all the information from Prov which the FOS has now received. I was told on the phone by Prov my case was with the internal ombudsman team and that they were waiting to see what the FOS says – completely the opposite that the FOS has said wait and see what Prov says!!!! then if no good action the them . was then told that the OS agent could not pick up my case as she didn’t work on home finance cases, so I will be reassigned to someone who can shortly.
I still haven’t had a response from Prov only automated replies to my emails saying they are still investigating, I emailed the CEO and got zilch so I guess that’s the type of ethos filtering down.
I sent a huge file full information of my 15 loans all refinanced to try and help me pay them back along side all the other information debt letters payment arrangements and the court papers from both the Mortgage arrears and defaulted bank account.
Feel a bit frustrated by it really , and a bit dismissed by Prov whilst still sending me thru offers of loans on a weekly basis! pity some of the marketing cash was’t put into more agents in the complaints dept.
Deb says
Only just recently found this site, so I put a complaint into Provident on the 13th Januarry 2020 and received my cheque for over £3,000 on Saturday. Thank you Sara for a great site.
Gemma says
Wow that was really quick and within the 8 week?
Andrew says
Great news Deb, it’s always a pleasure to read that somebody has had some good news on here, I bet you were delighted :)
Amanda Eilertsen says
Just had final response from prov .they said because I never missed a payment I could manage.and didn’t never mention to the agent I couldn’t afford it .so I’m assuming that it .
Andrew says
Not necessarily Amanda, forward your complaint to the FOS because Prov told me I couldn’t claim anything as well and I very nearly didn’t. Now I’m waiting for them to make me an offer on 10 unaffordable loans so it is worth doing. It’ll only take you a few minutes to do and you don’t have anything to lose, keep any correspondance Prov send you though because the Ombudsman may ask to look at it.
Mark says
Sounds like the letter I have also received, also stating their was no defaults on any of my other debts and when they checked my credit reports at time of loans they were all good, unlucky for them I did default on many debts and have some paperwork to prove them and other payment arrangements that have been going for for years.
Amanda Eilertsen says
Thank you Andrew ..I will try
K. says
I first raised my complaint to Provident in Aug 19 after discovering this site, thanks Sara. After 8 weeks with just a few we are looking at your complaint letters I forwarded to the Fos.
In December 19 I got the response from Provident that they did not uphold no real surprise there.
In January I heard from the Fos to say they were looking at my complaint. At the beginning of February the Fos emailed to say they had upheld loans 3 – 12 and Provident should refund, they have given them to the 20th to respond.
Does anyone know if they will adhere to this date?
Paul Wakeman says
Highly doubt it K. Provident were informed by my Adjudicator to refund all interest on loans 5-24 which backdate to 2008. They were given until 12th February to reply to Adjudicator but as at today I’ve heard nothing. Doesn’t mean they haven’t responded, I just haven’t heard from Adjudicator but from reading others responses on here I’d say the likelihood is that they won’t respond within the timeframe given.
K. says
Hi Paul
It’s good to see others on here in a similar position. Glad to have got to this point and hopefully this last hurdle will not be long for us.
Great website Sara, I find it a great support 👍
Andrew says
No they absolutely wont K, they’ll drag their feet and miss every deadline but thats how you know that you’ve got them on the run. It’s just a case of playing the waiting game and contacting FOS from time to time for updates. If you check on here on a weekly basis you’ll be able to see if anyone who’s at a similar stage to you in the complaints process has received an offer or a cheque. That should serve as a bit of an indicator as to when you’re likely to get yours. We’ll get there in the end, probably when we least expect an offer we’ll get one 😀
K. says
Thanks Andrew lol I know it’s all about the waiting game but as you said I think they are just dragging it out and hopefully we all get sorted in the end 😊 I have worked mine out at around 5k so going to keep a positive attitude it’s not too much longer would love a summer holiday
David says
Hi Sara, I’ve now forwarded mine to Fos so let the waiting cane commence! Prov offered me the 1950, however I read one other lady recently had her Lowell refunded – At the time they refused to state what loans they were upholding – likelihood of fos upholding?
Wife’s now also with fos..
Regards
David
Jo says
Provident Financial car finance subsidiary, Moneybarn fined £2.77mln by the FCA for not treating customers fairly
2020-02-17 14:52:00
Moneybarn voluntarily provided redress of more than £30mln to all 5,933 customers potentially affected by the failings
Provident Financial –
Mark Steward, executive director of Enforcement and Market Oversight at the FCA, said: ‘These were serious breaches”
Provident Financial Group PLC’s (LON:PFG) car finance subsidiary, Moneybarn Ltd has been fined £2.77mln by The Financial Conduct Authority (FCA) for not treating customers fairly when they fell behind with loan repayments while in financial difficulties.
David says
I’m with Moneybarn, hp from August last year – presumably this is for people before then?
Sara (Debt Camel) says
yes I think so.
Is it hard to make the car finance payments?
David says
Ha since getting the £1950 have cleared 4 months arrears so back on track this month…
K. says
Hi Sara has anyone received a cheque straight from Provident after the Fos has found in their favour without first hearing from fos?
kym says
Hi Provident rang me and told me bow much I was owed and sent me a Cheque .. FOS up held my complaint 13th Jan and it took provident 3 weeks … I did call provident several times
K. says
Thanks Kim that gives me hope. Can I ask what number you rang and which team did you ask for?
kym says
Hi I called the normal number and asked to be put through to the team that deals with FOS they will try fob you off be stern with them . I all so emailed Joe.Sweeney@provident.co.uk
He helped me when I emailed him he sorted things out within 2 days as they were initially stalling me .. Just say you got his details off legal forum … Sara gave me his email and I just said that I got it from legal forum and explained the situation.. I hope this helps keep pestering them
K. says
Thank you so much. This money would make a huge difference for me and my family as I would be able to clear my outstanding debt and even be able to treat my little ones to a nice holiday.
This forum is so beneficial to a lot of people trapped in debt, big thank you to all who share and Sara for setting it up 😊 good luck to everyone
Sam says
Hi I sent a complaint to provident regarding mis sold loans, today I recieved an email asking for more evidence. I’m not sure what they are looking for as I have been borrowing from them for over 20 years my bank statements won’t show anything as I paid weekly in my own home & i don’t have any paperwork to back any of it up. I assume they should have all my loan details stored in their system somewhere? What should I reply with? Thankyou Sam
Sara (Debt Camel) says
Do you think they are saying they don’t have any record of your loans? Or does it look like a standard request they make to everyone for more evidence?
Sam says
Hi Sarah thankyou for your reply I think it looks like a standard reply from them, I’m just not sure if bank statement and loan agreement numbers is something they would require as evidence as I have neither. Not sure what other evidence they require and what I should reply with? Thanks
Sara (Debt Camel) says
I suggest you reply saying the number and patter of your should have shown they were unaffordable. If you have asked Provident for a list of your loans, say you have not yet received that.
Sam says
I had requested a list of my loans so i will mention that too thankyou Sarah x
Julie Clarke says
Hi I have received my cheque from provident but four weeks later they have still not took the accounts off my credit file . How long has It taken for everyone else ?
Scott says
Hi would it be possible to take provident straight to small claims court rather than waiting month after month for the fso to do something
Sara (Debt Camel) says
how long has your case been with FOS? Has an adjudicator been assigned?
how many loans did you have, how long ago and how much interest did you pay?
Julie Coleman says
Hi all
Does anyone know how the 8% interest is worked out please?
Joanne says
Hi, I have put a complaint in at the beginning of January and have been sent a form by provident, a Debt and Mental Health Evidence Form, my doctor has filled this in for me and I’m in the process of returning the form back to provident. Will this form help my case? I’m
Not actually sure why the form was sent to me in the first place. Even though I do have conditions that can effect my mental health I don’t recall mentioning this to them when I put my complaint in, anyway, my doctor has given information regarding my conditions. Just wondered if this will benefit me
Thanks 😊