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 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.
At the bottom of that article there are thousands of comments from people making these claims, so you can see how it works in practice.
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 letter in that link:
- “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 bad but pretty common. There are some horror stories of bad lending and collection in this recent Citizens Advice report: Debt on your doorstep.
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.
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 troubl.
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.
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.
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?
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. 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.
It’s worth emphasising if you had a poor credit record, especially if it got worse as you carried on borrowing from the doorstep lender.
It is also worth emphasising if you repaid some loans early because you borrowed more that month from the same doorstep lender. To the adjudicator this can look at first sight as though the lender was fine to carry on handing out loans as you weren’t in trouble as you had repaid loans early. It’s important to try to show the links between your loans. So:
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.
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!
If you are still repaying a doorstep loan, you can still complain. If the repayments are too high, talk to StepChange and they can see if a debt management plan would help. You can still complain if you are in debt management.
Comments or questions?
I suggest you add a comment on the payday loan refunds page as they are read by so many people.
Asking for a refund for payday interest
Too high a credit card or catalogue limit?
How to ask BrightHouse for a refund
Conor Mawhinney says
Hi
Me and my wife were in a tough spot alot of years ago and got lots of provident loans, big ones too. Most of them were paid back apart from the last one we got which went to a collector. The problem is I have no evidence of this. We changed bank accounts a couple of years back and closed our old ones and I cant remember my customer number or any details of the loans we got. Can I still apply for a refund?
Thanks
Sara (Debt Camel) says
roughly how long ago?
Conor Mawhinney says
Between 2010 and 2012. So six to eight years.
Sara (Debt Camel) says
Provident complaints over 6 years are going to be hard to win. But you could start of with asking Provident to send you a list of your loans.
Sharon says
Can I ask if you think I have a strong case I can’t believe I’m putting this but had 34 loans with provident between 2011 and 2015 equating to £34,000.00 do you think I’ve got a chance on irresponsible lending also vanquis credit card of 3000 in 2013-2015
Sara (Debt Camel) says
That is a lot of borrowing. If you only get a refund for the loans within the last 6 years it should be a good one!
Vanquis – do you remember if you were paying for something called ROP?
Sharon says
No I don’t think vanquis card had it on but will be checking , I know it got out of hand just rolled and rolled loans over and over again with no proof of earnings
tony says
provident refused the investigator stating that they didnt have any documents since 2011strange they supplied me with loan agremments going back to 2006 told the investigator that they were lying and sent all my sar request to him he said he will look at it again
Caroline Robertson says
Provident have now passed my accounts to their collection team even though i have continued to pay them. I thought at first they had resolved my complaint and closed the accounts as i couldnt make payment but nope they passed it onto Collections. Anyway after speaking to the collections team and telling them im not paying til my complaint is resolved they have agreed to put my account on hold. Im hoping this hurries them along as they only have 2 weeks from today to resolve or i get back onto Financial Ombudsman to say im still awaiting their final response
Tracie says
Hi
I have still kept the loan books with dates..loan numbers..amounts..
They roughly start from 2006 and we ended the debt cycle in 2012. You can clearly see the loans getting bigger..the loan before being paid in full and then as the years went on missed payents. The amount they collected at my door was crazy. In my opinion they are very greedy and irresponsible. Do you think we have any chance with these?
Sara (Debt Camel) says
Having the loan details is a very good start. If the loans were recent, this would be a good case, probably getting a refund fir the later, larger loans after missed payments. However these loans are old, so you may have difficulties. Nothing before 2007 will be considered. And it’s rare for people to get refunds if any loans over 6 years old, and you may only have 1 or 2 at most under 6 years. But I think it’s worth a complaint to the lender (was it Provident?) and to send it to the Ombudsman if the lender rejects it.
Tracie says
Thank you. I have nothing to lose so shall see what happens. You can see in 2010 3 loans being given in the space of 4 months..with the crazy repayments at 90 a week! The first loan being paid off by the second one and then another in my name..crazy times..baby under 1.. 2 teenagers..then being crippled by these loans! Thank goodness we got off that debt wheel!
Sam says
Hi from 2012 onwards I’ve had 2-3 big provident loans and I still owe around £3000 across 2 loans the payments became too much and I haven’t been keeping up with the payments, one of the loans was really large around £1000 and I’ve spoke to people who said because of the interest I should never of been given that loan, if I complained and won would I get money back or just the amount cleared and would this affect the person who gave me the loan or is it dealt with higher up?
Thanks for the advice
Sam
Mimi says
Hi,
My complaint is being escalated to the ombudsman as I didn’t agree with the adjudicator’s decision. As it hasn’t been allocated to an aombudsman yet, will it seem wierd if I emailed an ombudsman directly?
Bexyboo69 says
I took out a loan a number of years ago with London & Scottish who have since ceased trading also a number of years ago. The interest was extortionate but I needed money quick. I didn’t finish paying it back and now after about 8 years Robinson way who are a debt collection agency have recently written to me asking for the debt to be repaid to them. Where do I stand? How long after a debt can they ask for repayment? Is there a time limit to when they can no longer ask for repayment?
Thanks
Sara (Debt Camel) says
This was a doorstep loan? And you haven’t made any payment to it or heard anything about it for 8 years?
Bexyboo69 says
Yes it was a doorstep loan. I was going to claim the interest back but as they went into admin then ceased trading I couldn’t
Thanks
Kirsty
Sara (Debt Camel) says
OK if it was a doorstep loan and you haven’t made a payment to it for more than 8 years it should be statute barred, see https://debtcamel.co.uk/statute-barred-debt/. There is a template letter in that link you can use to reply to Robinson Way.
Bexyboo69 says
Many thanks. Love this site!!
Bexyboo69 says
One final thing, does it have to be written or can I email them the letter?
Tganks
Sara (Debt Camel) says
Email is fine – that is “written”.
tony says
I had the same problem with robinson way I told them that I had not acknowledged the debt or made any payment to the debt for over 6 years they wrote back and said debt gone back to original lender?
Lorna furness says
HI I have had several loans from provident which I was unable to pay they are now with a debt collection agency would I still b able to make a claim?
Thanks
Sara (Debt Camel) says
Yes, you can. See https://debtcamel.co.uk/payday-refunds-defaulted-loan/ for more about refunds when there is a balance owing.
ross says
Hi there,
how long do Provident normally take to respond to you. I’ve had the first email which is really just a normal response, but nothing else in 2 weeks.
TIA
ross says
Also,
if any debt is stastue barred can you still make a claim? I’m interested in this from a PPI point of view. If this isnt the right forum can you let me know where to post please. :)
TIA
Sara (Debt Camel) says
you can claim PPI on a statute-barred debt but:
a) you need to be absolutely certain it is already statute-barred as claiming PPI will constitute acknowledging the debt and if it isn’t already statute-barred that will delay it becoming statute-barred for another 6 years
and
b) any refund may be set off against the debt, even if it is statute barred.
ross says
It should be ok however not sure how to check that out. Thats a worry though…
Also, can you claim PPI is you were sequestrated previously or would any claims go towards paying the original debt?
Thanks,
Ross
Sara (Debt Camel) says
if the debt you paid PPI on was taken out before your sequestration, then you won’t get the refund – it will go to the trustee for your creditors.
ross says
Thanks Sara.
Ross
Max says
How long do u have to wait for the ombudsman to decide weather u get a refund from provident
Sara (Debt Camel) says
when was your case sent in? has it been picked up by an adjudicator yet?
Max says
Yes about 5 weeks ago
Sarah says
I had 2 provident loans from December 2015 until January 2018. I was paying £28 A week for both these loans. I ended up taking out an overdraft so I could pay off provident as could no longer afford the £28 A month. Do o have a case for this?
Sara (Debt Camel) says
You need to be able to show that you couldn’t afford the weekly repayments without hardship or borrowing/running up bills elsewhere. And that Provident should have known this when they gave you the loans if they had checked your income and credit record properly. If you can, then that’s a good affordability case!
Carol says
Morning, Complaints to Provident question please. I know I can use their on line form but do I/can I just use the normal letter I have sent to Quickquid or do I have to use another. Many Thanks. Carol
veronica moss says
just had my final decision off ombudsman and not upholding mine. Since 2012 my payments were around £35 per week, i was getting payday loans and all kinds to make payments even ended up with mortgage arrears. I sent them proof of my expenditures showing bank loans, payday loans and other stuff. Provident were always given my actual income but hardly put any expenditures down for me. I was left with around £60 per month so how would i be able to afford £35 a week to pay them. The ombudsman is saying provident carried appropriate checks.
Kerry says
How long did it take the ombudsman to give you there final decision ?
veronica moss says
about 6 week, it was with an adjudicator for a while before that.
Max says
Provident tell lies all the agent so I can see I won’t get a refund
Sara (Debt Camel) says
Lots of people have got refunds – give it a go and explain exactly what your agent knew and what they did (encouraged you to get another loan, completed your application and just told you to sign etc)
lucy says
I have just sent off my letter to the ombudsman after morses rejected my complaint. While going through all my paperwork for the ombudsman I have found out that morses gave me all my 9 loans while I was on a DMP. So they obviously didn’t do any checks. So now to wait and see what the ombudsman says.
Mike says
Just a question
If adjudicater tells a business to refund/remove interest/add 8%/remove negative from credit file .
Then you receive an offer via the FOS,
as they don’t calculate the amount of refund how do you know the business is not trying to get off on the cheap?
Or are you to trust that they would do all the FOS has asked?
Sara (Debt Camel) says
I missed this – I assume you are happy with the figures Morses have come up with?
Mike says
The adjudicater sent me a breakdown today and it appears correct, I said to the adjudicater if it looks ok to you then that will do for me!!
Mike says
I did initially think it was short but after reading the £1k they removed from outstanding balance plus the £3k+ refund I think it is fair . Thought I would have got £5k+ but had 3 early settlement refunds amounting to over £1k , so that would have been nearer wha I would have expected.
Caroline Robertson says
I still havent receive a final response from Provident and its due to go back to the Ombudsman this Wednesday. Would this also go in my favour? Using the basis of 6 years worth of loans (although i have asked for all loans back to 2007 to be considered) and simple interest my claim would be over £10000 even with the balance of what i still have outstanding being taken off so its quite a lot of money and im worried incase they refuse. They still havent paid me back the £18 for the report from my GP either despite me sending emails to them which they have ignored completely.
Sara (Debt Camel) says
“its due to go back to the Ombudsman this Wednesday. ” do you mean the 8 weeks is up on Wednesday? If so, Provident quite often leave it until the last minute.
Caroline Robertson says
Yes the 8 weeks are up on Wednesday and nothing in the post today so they just really have tomorrow to go
Sara (Debt Camel) says
Well I usually say to just send the case straight to the Ombudsman if the lender doesn’t get back in the 8 weeks. But in your case as they asked for medical evidence, you could think of phoning them up on Thursday and asking why you haven’t had a response? If you would rather not talk to them on the phone 9perfectly understandable!0 then just send the case to the ombudsman.
Caroline Robertson says
Thanks Sara, i will give them a call on Thursday if ive not heard anything from them by then
Caroline Robertson says
Off to the ombudsman by the look of things. Just had the usual 14 days email from Provident saying their enquiries are still ongoing. Will phone Provident tomorrow and see whats happening with it and then get onto the ombudsman
Mike says
Good news with regards to my complaint against Morses. After being rejected by Morses went to FOS and she ruled 11 affordable and 12 unaffordable, 3 loans outstanding making 15/26 upheld. Just over £1k wiped off my existing loans leaving £112 outstanding , then refunded the interest on the other loans plus interest giving me £3343 cheque to be sent to me. So overall pretty happy with the outcome. The adjudicater has been brilliant all the way through the process!!
Mike says
Now I am waiting on 22 loans I had with shopacheck/WFS before Morses took them over. I am lucky to have the same adjudicater looking into this one as well, although because some fall out of the 6 year bracket it is slower than my Morses.
Mike says
Oh and they will be removing all adverse marks from my credit file!!
amanda says
Hey
I submitted a complaint to Provident a couple of months back. My initial reaponse was they would responde after 28 days. At day 28 i received another letter saying they need more time. That time expired a few days back. Should i chase provident or escalate to the FOS?
My complaint involved back to back loans.. well actually all crossover loans with each new loan repaying some the old loans. The interest amounts to £9.5k. My Agent used to send me texts of the maximum I could have as soon as this changed… and tell me she knew i was good for it so no paperwork was ever needed. They definitley havent seen my statements or evidence of income since around 2004 when my son was born and i started this messy business of borrowing from provident. FYI my complaint is only about 2010 onwards as thats the info i had to hand.
One thing i never mentioned in my complaint to them was that I never recwived any interest back from early load reswttlement. So like where i wpuld pay a loan back weeks early from the new loan, shpuld i have received some interest back each time that happened? If it goes to FOS should i add this in?
Thank you.
Sara (Debt Camel) says
I would send this to the Ombudsman now. Provident seem to be in all kinds of mess at the moment, there is no guarantee you will get a good offer by waiting. The early settlement will depend on the details of each repayment but yes, this is well worth complaining about.