UPDATE: The Morses Scheme has failed. See Morses – what is happening to loans and refunds
UPDATE: in March 2022, Loans At Home went into administration. There is no money to pay any refunds. Any remaining loans have been written off and you should not make any payments to them.
UPDATE: The Provident Scheme has now closed and it is too late to make any Provident complaints.
Doorstep lending – also called home credit – is where a collector comes to your house to collect the repayments. Many people have been borrowing from the same lender for years.
If you had doorstep loans, 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.
Contents
What is an “unaffordable” loan?
The regulator says that a loan is unaffordable if you couldn’t make the repayments without borrowing again. This could be borrowing from the same lender, from someone else, getting deeper into your overdraft or by not paying a bill.
So even if you always paid your loans on time, they could still have been unaffordable. Especially if you had several 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 the lender should have realised their loans were making your life more difficult when you kept getting more loans.
If you were struggling, your agent should have suggested that you could repay the current one a lot more slowly with no extra interest being added. But too often people were just offered another larger loan.
That was irresponsible lending and you should get a refund back of the interest you paid.
You are very unlikely to get a refund for only one loan. But if you borrowed several times and if you took out a new loan when you were having problems paying an existing one, then complain.
How to ask for a refund from home credit lenders
Here is a template letter you can use. Change it so it tells what happened to you.
Template letter for doorstep loan refunds
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. I would like you to send me a complete list even if you consider that some of the loans are too old to be refunded. [delete this if you have all your loan details.]
You should never have given me these unaffordable loans. I am asking you to refund the interest and any charges I paid, plus statutory interest, and to delete any negative information from my credit record.
[If any of the following happened to you, add a couple of sentences describing this. If the problems didn’t happen for all of your loans, add the words OFTEN or SOMETIMES. Delete any that didn’t happen to you.]
- I have borrowed from you continuously for [say how many years]. Every time I repaid a few payments my collector encouraged me to take a top up and refinance it. My collector never explained I would have paid less interest if I just took a new loan and carried on repaying the old one.
- I missed several payments and the collector knew I was in difficulty as I had lost my job/had my hours cut/benefits reduced but I was just offered a new loan. I was never told that I could have a repayment plan for my existing loan instead.
- When I asked my collector if I could pay over a longer period, he/she said I couldn’t unless I took a new loan.
- For the first loan my collector looked at my payslip but after that he never checked and never asked if I was getting the same money – I wasn’t.
- My collector said I needed to change some things on my application otherwise it wouldn’t be approved.
- My collector filled out the application and gave it to me to sign, I didn’t have time to read it.
I didn’t know that the lender was supposed to check that I could repay the loan without having to borrow more. I only found out in [say when and how you heard about these refunds – article in the Sun? Facebook advert? friend told you?]
Also include your customer reference number if you had one. And explain if you have moved address or changed your email so they can locate your account.
Contact details for doorstep lenders
- Cockle email enquiries@cocklefinance.co.uk with Affordability Complaint as the title
- Compton Finance email mark.phillips@comptonfinance.co.uk with Affordability Complaint as the title
- GR Finance email grfinanceltd@gmail.com with Affordability Complaint as the title
- Mutual email to complaints@mutual.uk.com.
- Naylors Finance email with Complaint in the title to admin@jrnaylors.com.
- Pinewood Finance C0 email tracy.evans@pinewood-finance.co.uk with Affordability Complaint as the title
- Short Term Finance (Birmingham) Use their online form and copy your complaints letter into there: complaints to Short-Term Finance.
- Skyline Direct complaints@skylinedirect.com
- Swift ivan@swiftdl.co.uk
- Valleys Finance admin@valleysfinance.ltd.uk with Affordability Complaint as the title
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.
You should get a response in 8 weeks
You may get a list of your loans on its own. This is NOT the response to your complaint, which will arrive later. You don’t need to do anything with the list of loans, just keep it. If the lender makes you an offer, it will help you to see how good or bad it is.
The lender should reply to your complaint within 8 weeks from when you send the email, not when they acknowledge it.
Lenders may be 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.
How strong is your complaint?
Very large numbers of these complaints are being won at the Ombudsman – in the last quarter of 2020, 84% of doorstep lending complaints were won by the borrower.
In all of those Ombudsman cases, the lender had either rejected the complaint or made a poor offer.
So don’t be put off if this happens to you, send it to the Ombudsman!.
Three 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.
- It can be hard to win a complaint for just a couple of small loans.
- It’s normal to not get the first few loans refunded. If a lender has offered you a refund on 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.
- The larger the loans became, the better your complaint is.
- The Ombudsman will usually look at loans that are over 6 years old, but many lenders just refuse. You can go back to 2007.
Sending a complaint to the Ombudsman
The easiest way to send a complaint is to use their online application form because that asks all the questions they need to know the answer to (most of these are easy, such as would you like to be contacted by letter, email or phone?).
You probably won’t get a refund back of all the interest you paid… but ask for a refund on all loans and let the Ombudsman make the decision about where your loans became unaffordable.
You don’t have to calculate anything or ask for a specific amount. If you don’t yet have a list of your loans, say you have asked for one but the lender hasn’t sent it.
What should you say to FOS?
There isn’t a separate template for this. You can just copy the complaint you sent to the lender. But here are some more things you may want to add.
- Say if you had a poor credit record, especially if it got worse as you carried on borrowing from the doorstep lender.
- Say if you repaid some loans early because you refinanced your loan. Here you may have paid more in interest than if you had just been given an extra loan. 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.
- Also tell 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 in your house should only offer a loan if you had asked them in writing for it. 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 what the ombudsman asks for.
Don’t worry if your bank statements show a lot of gambling. The Ombudsman just accepts you have a gambling problem, you can still win these complaints.
Also get a copy of your free TransUnion Statutory Credit report and send it to the Ombudsman with your complaint. Don’t worry that you can’t get an old credit report – the Ombudsman knows this isn’t possible.
Do you have a current loan?
You can complain when you are still repaying a loan. If you tell the lender you want a payment arrangement, they should 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 also still complain if you are in a debt management plan. But don’t bother if you are in an IVA, bankruptcy or a DRo.
Need some help?
Your local Citizens Advice can help with these complaints.
You don’t need a lawyer or a claims company. They take a LOT of your refund and you can make a better claim on your own than they can. A good claim involves telling your own story, you know what happened and a claims company doesn’t!
Comments or questions?
Hundreds of readers have posted comments below about how their complaints are going and the successes they have had. If you have a question, ask it here!
Are you struggling to pay car finance?
Is your credit limit too high? Not affordable?
Can you get an overdraft refund?
Claire says
FOS has had my complaint since Jan 2017, and a decision was made in August 2019 in my favour however provident didnt agree so has to go to an ombudsman to look I’ve been chasing this up every few weeks and getting told didn’t things like we are in talks with provident then no there not etc… Does anyone else having this issue ? Can they give me any advice?
Gail l says
Hi. If Provident have rejected what the adjudicator has said then it will go to the final stage of the Ombudsman. They will make the decision and that is legally binding whether Provident agree or not.
Ronnie says
My husband the same. His was upheld in july but provident didn’t agree been 3 and half months now and nothing. Just keeps getting told it is waiting to be picked up by ombudsman.
Claire says
Yes i have been told this by FOS, my concern is the timescales havent been met so far and the ombudsman doesn’t seem to be chasing anything up or able to give me a timescales when this is likely to be looked at again, just s very drawn out process
Sara (Debt Camel) says
FOS must now have several hundred of these cases. My guess is that they are chasing them up by talking to Provident about how Provident can’t continue to ignore/reject adjudicator decisions. And by issuing a very detailed, closely argued, Final Decision on one or more cases to back up why FOS is upholding cases with loans over 6 years or long chains of borrowing (I am not sure which of those issues Provident is disputing as many cases involve both).
This is frustrating to individual cases who can’t see Why their case isn’t pushed through to an Ombudsman decision so they get paid. But FOS will be doing it as the fastest way to get all the cases sorted as taking individual cases through to the Ombudsman level is time consuming.
I hope there is some movement soon!
Gail l says
I was told that the Ombudsman would look at them in date order from when the original complaint was made but they have a huge backlog. I am lucky Provident have accepted what the adjudicator has said and hopefully my cheque will arrive within the next few weeks. This is quite a large amount.
Guy says
Hi Gail, congratulations, it is very rare indeed to have provident agree with the adjudicator, especially if it’s a big amount. Can I ask, did you have older loans in your complaint?
Gail l says
Hi. I had 12 loans from 2006 until 2017. The Ombudsman found that loans 5 to 12 were irresponsible. I think some it depends on the circumstances. I had a marriage breakup in the middle of these that I went on reduced payments but they still reworked the loans in their favour. Then offered more loans. Also failed to put in the correct financial information. I had prove of a lot of the information as I kept letters that I write to head office. My refund is £12000. This is a huge amount.
Jolo says
Hi Gail
Have you received your cheque yet?
I’m just looking for a timescale as mine was agreed last wk so I’m about 2 wks behind you.
Gail l says
Yes I did last week
James says
Just an update…
Decision from an adjudicator in early August in my favour, have heard nothing from Satsuma since (fobbed off with lack of resource).
I kept ringing them and eventually (last week) refused to pay outstanding instalments as it was unfair that I had to stick to timings but they didn’t. Kicked up a big fuss about how the lack of info etc was a shambles.
Today I got a reply from Satsuma/Adjudicator saying they’d accepted the decision and will pay out my refund etc.
Timing might be a coincidence, but thought I’d share.
Cheers
CHRISTINE K says
Hold in there people, things seem to be happening. I have phoned Provident today to complain. The guy on phone told me that they have sent email to Financial Ombudsman today accepting their decision!!!! The adjudicators view was sent to them on 01/10/2019 they had until first week of November to respond and they did so today. He told me they would send cheque out once I formally accepted the decision .
Gut says
Hi, that’s great news for you, hope something is happening behind the scenes, the adjudicator ruled in my favour on 12/8/19. Heard absolutely nothing from provy for 10 weeks, so just gone to ombudsman 10 days ago. Did you have older loans? Or special circumstances so you where prioritised?
Claire says
Were you told by FOS it had went to an ombudsman the only reason I’m asking is, on my phone call last night to FOS they told me no further complaints are being seen by an ombudsman until the lead decision is accepted by the company, I’m just getting worried now as this will nearly be 2 years I’ve been waiting.
CHRISTINE K says
Hi Claire, mine was still with the adjudicator. Provident had been given until first week of November to respond. I just took my chances and rang them, thought I had nothing to loose and was quiet surprised at what Provident told me that they accepted .
CHRISTINE K says
I don’t know what has happened I was expecting to be turned down and then having to wait for Ombudsman decision. I was almost in shock when the guy told me that they have accepted. My loans where from 2010 to 2016. No special circumstances.
Claire says
Hi Christine
That’s great news for you, did provident say they are accepting all decisions or just yours?
Because i called the ombudsman yesterday and they told me they are waiting for a lead decision to be accepted by the company and its just a waiting game.
CHRISTINE K says
Hi Claire
He only told me mine was accepted nothing else was mentioned. He told me the figure and all the other details and said they are only waiting for my acceptance once I get email from adjudicator and they will issue the funds.
Samantha says
Hi Christine. Can I ask who u spoke too? I’ve phoned customer services and they have no idea what I’m talking about 😂
She said basically they won’t reply and will wait for the ombudsman to decide. They have had since 16th August so don’t hold out much hope they will decide on their own.
CHRISTINE K says
I googled the number for Provident Complaints department, straight forward call gave them reference numbers from the ombudsman letter that was sent to them. Must say very pleasant guy on phone and very quick. Was expecting a bunch of lies and stuff but nothing of the sort. Maybe I am one of the lucky ones, or maybe things are moving along finally. My payout is quiet large so didn’t really hold any hope.
Samantha says
Hi Christine. Have you heard anymore from the adjudicator yet . I phoned provident this morning and they said they had upheld my complaint and they had sent response to FOS. I rang FOS and there’s nothing on the system yet. Just wondered how long to wait before contacting them again.
Claire says
Hi Samantha
That’s good news for you .
Can i ask how old were your loans ? Mines were back from 2007 and i called provident and they said they were not changinh their mind on my outcome as they don’t believe FOS should be upholding my complaint. So i guess its a waiting game for me.
Samantha says
Claire, mine were from 2007 and 13 loans in total. Personally I don’t believe them till the adjudicator contacts me. Provident sent a reply on 1st November. So I’m hopin. I hear their offer sometime this week
CHRISTINE K says
Hi Samantha,
my adjudicator sent me an email same day as Provident confirmed that they have accepted. She asked me to email to accept their offer formally which I have done right away and yesterday she emailed me saying that my acceptance was sent to Provident yesterday morning. Am just about to phone Provident to see if they got it and then I will keep on at them to send my cheque
CHRISTINE K says
Samantha, I have just spoke to Provident they have confirmed that they have received the acceptance email from my adjudicator. I also asked how long until they issue the cheque and could they please make it urgent as I have waited nearly 2 years for this to be done. He said he will talk to the team that makes the refund and told me if I haven’t heard anything in 5 days to call again and chase it up.
Samantha says
Thanks Christine, provident said they emailed FOS on the 1st nov. I rang yesterday and nothing was showing on my file so have to wait a few more days. I did however speak to provident again and she read the email out. I said I didn’t believe it 😂 anyway they did say I should get my cheque within 28 days of acceptance so hopefully be sometime this month x
rob says
I have a horrible feeling prov will go bang just like wonga, quick quid and the likes. Started my prov complaint in march this year which was declined in April. I then forwarded all info to the fos at the beginning of may. Reply from prov at the end of June stating they will be in touch within 12 weeks. I’m still waiting. This could be worth alot more than my other claims with the money shop, wonga etc but have a horrid feeling prov will fold before/if I get a result.
Sara (Debt Camel) says
I understand why people are worried but Provident is a much bigger company. And it is all UK based – there is no American parent to pull the plug.
Rob says
Hope your right. Here’s one for you Sara. My prov agent switched to morses and ended up giving me MORE loans knowing what I already owed prov!!! Not put a complaint in against morses yet but it’s on the cards.
Paul Wakeman says
Had exactly the same Rob. My agent left Provident in 2016 and went across to Loans At Home. She knew exactly what state my Partner’s and my finances were like but were still offered (and still being offered) more loans. Foolishly accepted to start off with but now starting to get back on track. I submitted an SAR to Loans At Home about 2 weeks ago so I can then make our final affordability/irresponsible lending complaints.
rob says
Couldn’t write it could you! On the plus side, there has to be an argument there as the agent knew your circumstances beforehand so that should surely go in your favour.
Crissy says
Hi
Has anybody had a complaint upheld by morses club direct and not had to go the FOS?
Thanks
Mike says
Hi C
Mine had to go to FOS.
Morses dismissed my complaint quite quickly but the adjudicater ruled partially in my favour though.
Good luck
Crissy says
Thanks for that it is 8 weeks today since I sent Morses my complaint, I rang today they said a letter is on the way and wouldn’t say anything else ? So we shall see ?
I will send to FOS if they decline as I have had loan after loan since 2014? Feel such a fool getting sucked in to these loans ?
Cj says
I’ve sent letters to my jar money shop and pduk and they been upheld.just waiting for refund from lending stream and awaiting foc to pick up case regarding snc. I’ve still got provident loan going but a little worried what to dk with it .. had loans with them for years. At moment not paying as much as j should as it is.bjt worried if j send letter to them complaining theh will start coming over to my house
Sara (Debt Camel) says
If your agent normally comes to your house, just tell them you have put in a complaint because the loan is unaffordable. It’s an awkward conversation to have but the agent already knows you are in difficulty so it’s very unlikely they will be surprised or upset. If you normally pay directly, then it’s very unlikely anyone will come round.
Jen says
Hi Sara just an update I’m still waiting on Provy, called the FOS yesterday for an update & they said on 30/11 they are opening a new investigation into provy due to the amount of decisions they are disagreeing with, couldn’t give me a time scale on outcome but I’m still trying to get what they agreed to already & wait the rest out. Do you have the details for the FCA was goin to put complaint to them thanks Jen
Gail l says
Hi. Did Providemt agree to your claim and they have not paid you?. I am waiting on my cheque
Jen says
They agreed to the 1st wave of lending 6k but disagreeing with the 2nd wave another 2-3k it’s a long wait 2 half yrs for me so far, got a debt letter in a few days ago saying I owed £595 just hoping it’s not too much longer, that’s gd they have accepted yours hopefully u should get cheque soon
alison cairns says
Has anyone actually been assigned an Ombudsman lately ? Within the last 6 months? Just curious to see if anything has moved over this period of time.
Lowell have confirmed they do not have my Provident debt any longer – but that’s all they would confirm. Until about 8 weeks ago they were chasing me for it.
Claire says
No i have been chasing FOS and they have told me they are in talks with the company and they are waiting for a lead decision and for them to accept what they have done wrong with these complaints. They couldn’t give me a timescale when they are likely to move these cases on to an ombudsmans stage.
Danielle says
I emailed them 3 weeks ago and all I got was we cannot tell you how long it is going to be and your case is awaiting an ombudsman. After reading all the information on here, I got frustrated and emailed them last week, questioning this ” lead decision” and if it’s true, when accepted will it finally speed things up.
Usually I get a reply within a day or 2, it has been 6 days and no reply as of yet. I don’t know if this is a good or bad thing. I have decided I will email them regular questioning whether they have a time frame because so far the information given to myself has been very vague and not very many updates.
I understand they are busy but my case is so clear cut, Provident should not of offered only to refund 3 loans in the middle of the lending period. When a case is not complicated and clear cut, it beggars belief that Provident have the cheek to barter. I really hope at some point the FCA get involved and fine them for being obstructive.
Claire says
Danielle im in the same situation im calling all the time and getting nowhere i just feel they are giving provident more and more time with any reason why. I starting to get annoyed as i don’t have any idea how long this is going to take. My complaint will be 2 years in January.
Danielle says
I just think if it’s repeated lending then maybe there’s hope on Providents part that they have a leg to stand on, but that’s debatable isn’t it?. With my case they repeatedly lent when I had no job, I got into trouble with payments. Their manager came out and gave me a loan( fresh start) to pay off the debt, then they started to lend to me again whilst I was paying the fresh start loan off. Then continued until 2016 when the debt again was so large I couldn’t afford to pay. All this is in the disclosure of documents and they have provided no extra evidence or anything to explain how this is acceptable. Aswell as that they have no proof of credit checks and you can clearly see by the expense data that the agent made it up. For example, one month my rent is 400 then the next month she put zero. I don’t remember ever telling them I don’t pay rent. I’ve lived in the same house for 14 years and my rent has always stayed around the 350 to 400 mark.
To me that is clear cut irresponsible lending and I can’t believe they have the cheek to not agree with the adudicator. His report is very detailed and he explains each step and why they should of done more to be responsible.
Looks like we are in for a very long wait, as I said I just hope the FCA step in at some point and fine them for being obstructive.
Sara (Debt Camel) says
Looks like we are in for a very long wait
Not sure about that. FOS have said they intend to issue a lead decision. At that point Provident has to pay out or go to court.
Danielle says
I hope your right Sara, I will be glad to be done with it all now. I think if they just informed all the people with of a complaint with the details or an update it wouldn’t be so bad, even if it was just a blanket document about this lead decision etc.
When they don’t tell you and just say your waiting and we don’t know how long it’s more frustrating.
Thanks for this thread by the way, we wouldn’t have half the information if this wasn’t here.
gillian says
hi I rang fos this morning regarding my provident loans I sent it in sept 2018 and it as not even been passed to a adjudicator yet the guy on the phone stated they trying to get provident to agree that giving loan after loan for years is wrong as the requirements for unaffordable lending with payday loans and these type of loans are slightly different and until this matter is solved they are not passing cases to the adjudicator he also stated that my claim was the 82th on the list waiting and as soon as they sort this matter out ie provident agree or the fos have to take it through court they will not be looked at he did say they are looking to get this sorted as soon as poss but could not give a time frame so just have to wait a while longer
Claire says
This is really annoying why not tell people this from the start and they go through the process to be told there isn’t anything else they can do until the company accepts the FOS’s outcomes which its clear to me they aren’t going to do.
Sara (Debt Camel) says
I agree it’s annoying but your complaints are being upheld. Provident isn’t about to go bust and it can’t just ignore FOS decisions. People will get paid.
Gail l says
Hi. From what I can gather Provident were rejecting a lot of claims to begin with. I think they have been warned by the FOS and that’s why cases are being accepted. I received a debt collection letter despite Provident accepting the adjudicator decision. They have sorted that and I spoke to them this morning. Said my cheque should be issued before the 18 th Nov. Fingers crossed.
Samantha says
Hi just a quick update.
Original claim went FOS in June 2018
Claim was found in my favour in August 2019 and provident given to 27th August.
Provident didn’t respond and was put on the list for ombudsman last week of October.
I telephoned provident on 31st October to ask why they hadn’t responded and they said they were waiting for the ombudsman to rule and wouldn’t respond. However this seemed to open my case and on the 1st Nov the responded that they would uphold my complaint.
I’ve just accepted my offer and now await my cheque.
My loans went back to 2007 and I had 12 loans since then. I had a period in 2008 where I struggled with repayments but they still refinanced my loan and gave me more.
Good luck to everyone still waiting x
James says
Hi all
Off the back of Samantha’s note I also phoned satsuma complaints dept & they have previously fobbed me off with excuses about ‘long backlog for complaints’ & ‘short staffing’, but I said my complaint has now been sent to the ombudsmen after waiting 12 weeks for you to reply to the adjudicator, I was put on hold for awhile & then told there will be a response by the end of this week… I could well be being fobed off again but I feel confident this is my biggest payout now Wonga have gone … fingers crossed
Samantha says
Hi James. I only seems to get anywhere once I rang them! Well that and I refused to pay them anymore money.
Hope you get a response soon. I’ve been following a post on social media and 4 of them have also had a positive response from provident this week. So hopefully that means they are starting to take things seriously!
Angela says
Just asked for an update from FOS . My complaint against Provident has been with them since Oct 2017. In in the queue for an ombudsman but this cant be allocated until decision on a test case is reached. Told this will take a few more months
Claire says
I just don’t understand why it can’t through the normal process, i understand there are a number of these complaints but the view im taking from it, is provident has absolutely no way of changing their minds on this so its just wasting time in my opinion
Gail l says
No. Keep with it.
Sara (Debt Camel) says
it’s certainly wasting time but that doesn’t mean it’s not going to come right in the end.
It’s boring, but you don’t have to do anything except check back once a month and see if anything has happened. This is money you never expected to get back, so even if it take a long while, it’s still good.
Gail l says
I agree. I cant believe they accepted all of mine. I am still on edge that my cheque wont come. Mine is such a huge amount
Samantha says
I’m the same Gail. Won’t believe it till it’s in my bank. Mine is also over 11k.
Please update once you receive your cheque x
Jay says
If it helps Samantha, I did get my refund and it was almost 21k!
Sharon says
That’s brilliant news well done can I ask how many loans you had with them ?
Nicky says
Gail l and Samantha
I know exactly how you’s feel. Was worried that my cheque wouldn’t come too, it took longer than the anticipated 28days, but eventually got it by bank transfer. Will be worth the wait when it arrives 😁. Well done ladies
Jay says
Sharon it was my mums complaint and it was 45 loans upheld. Some were small loans and others were quite big. I wouldn’t worry worry too much about the number of loans, you also have to factor in how big they were and how long you long you had the debt! The longer provident have your complaint though, the more interest you get if successful.
Gail l says
Can I ask how much longer you had to wait
Nicky says
Hi Gail l
I was told that i would have cheque by the 23rd September, after emailing my adjudicator back and forth, still had no cheque or letter by the 30th Sept. Provident then asked if they could bank transfer it as was a large amount to send by cheque.
Eventually got bank transfer on 4th October.
My worries were that i hadnt actually recieved written confirmation of offer from business, it was my adjudicator that telephoned me with offer on 27th August. So i basically sat for more than a month thinking is this actually going to happen. 😲.
Result was worth the wait. Hope yours doesnt take as long.
Gail l says
Mine is for £12000 and they have assured me I should have it by the 18th november. The FOS have also spoken to them today and they have told them the same. Will just have to wait and see.
alison cairns says
Ironically I drive past Providents head office in Bradford twice a day. Its a huge building – staff gym – just been extended and actually looks like one of them places you would love to work (if you didn’t know who owned the building !! :) )…… They are often recruiting. There have a made a huge profit and Im not in the slightest worried about their financial status.
I think most peoples frustration has come from this ‘lead decision’ delaying things and not really understanding why this is happening or how its come to this. Or not knowing a timescale on when this will be dealt with. I know I wasn’t advised of this until I asked and was given the briefest info on it. When your complaint has been upheld its a brilliant feeling – and then to it be either ignored or rejected is disheartening…
Sharon says
I’m ringing them every week as they are very sly they sold my debt to Lowell’s after the adjudicater had sent response in my favour. Now waiting for them to take debt Bk which again they are taking weeks to do that. Lowell sent me a final response letter in my favour saying they were wrong to do this which I have forwarded to fos. But regarding this lead decision I got told yesterday it could be months I’m afraid
Sara (Debt Camel) says
Most adjudicator provident decisions I have seen have been 2 or 3 pages long. To give you an idea of the different level of work involved in producing a lead decision, here are a couple:
– a payday loan “long chain” decision: https://www.financial-ombudsman.org.uk/files/17781/payday-loans_series-of-loans-final-decision-lender-A.pdf
– guarantor loan borrower complaint: https://www.financial-ombudsman.org.uk/files/238841/DRN2108651.pdf
Danielle says
That makes sense to be honest,but what I don’t understand is by doing 1 or 2 in that much detail, how does it then impact all Providents decisions? Will Provident expect each complaint to have that much detail?
I mean will they all still go to Ombudsman or will they go back to the FOS and say can we review the adudicator decisions rejected?
I’m on day 7 of no reply from the Ombudsman on questioning exactly what I said above. Normally I’ve had a reply by the next day or within 2 days. If I have no reply by today I will send the same email asking why.
If all provident complaints are at a standstill, then maybe they could send us some quality information detailing exactly what’s happening behind the scenes with regards to our complaints.
Sara (Debt Camel) says
The primary purpose of a lead decision is to set out all the arguments and consider all the lender’s objections, so the lender is clear how FOS will approach similar cases in future. The regulator’s DISP rules say a firm has to learn from FOS decisions. Once there is a lead decision, the firm should not routinely reject adjudicator decisions that are in line with the lead decisions.
The lender can choose to go to court to challenge a decision. That hardly ever happens. A lot of payday lenders thought about it and backed off – my guess is their lawyers told them they were likely to lose!
After a lead decision, adjudicator decisions will continue to be short and comparatively informal. Ombudsman decisions are sometimes a bit longer and are a bit more formal, but normally less than 6 pages.
alison cairns says
I do think its going to be quite a few months. Its a bit frustrating when people are being told different things. Or a different version of the same story as such. My debt was with Lowell who have literally chased me for over 18 months. They no longer have the debt – they confirmed it the other week.
I don’t even know how much my refund is for – but I do know some (including myself) were hoping for a refund before Xmas. Mine has been in a Q for the Ombudsman since July time. Back then I thought December was a realistic target.
Danielle says
I have an outstanding balance too which was passed to Moorcroft. I told them I was not prepared to pay anything when the accounts are being investigated by FOS. They sent several letters and they said several times provident have no record of your complaint being with the ombudsman. I then sent them a copy of a letter sent to myself from the ombudsman basically detailing that provident had supplied more information. With a email saying if there’s no record of my complaint, why would they provide more info ? Then I heard no more.
In the adudicator decision it says they should buy back the debt and take the balance from what they owe.
The fact that provident have obviously brought back these debts is admitting they know they are going to have to pay out eventually. It’s like they have a lucky dip, I’ll accept that complaint, but we will reject that one, just for a laugh. There’s no consistency in Providents approach to this at all.
alison cairns says
I too thought that things may be ‘moving behind the scenes’ if they have suddenly bought the debt back.
But that’s only my thoughts. Or maybe wishful thinking as they had already rejected the adjudicators decision.
Connor says
Hi all,
Quick update, recieved this email from FOS today.
Refund of interest paid on loans four through to sixteen , plus 8% interest.
· Cheque refund of £9,740.71.
· Closure of accounts ######### and #########
· Credit file reporting is no longer being shared for three of your loans, due to the time passed since the accounts were settled. All remains loans will be removed from your credit file in line with our recommendations.
Time line.
Complained to provident November 2017
Sent to FOS January 2018
Adjudicator Decision August 2019
Provident agree November 2019
So happy, big thank you to you all, and hopefully not much longer to the ones still waiting.
Sharon says
That’s brilliant news so pleased for you and hopefully sign of things to come
Connor says
Thank you Sharon, like many of us hitting or passing the 2 year mark is stressful in itself.
I dont think I’ll believe it until the cheque lands and clears!
Again, fingers crossed for everyone else waiting.
Andi Anderson says
Contact provident & include FOS and provide bank information (for Bacs)
This will prevent any other delay, as other sites are stating they are contacting people 20+days after accepting saying fund is to large to send by cheque.
May be beneficial to all on this thread to do the same with acceptance offers, as it’s a lot easier to get a BACS processed than an actual cheque (plus cheques aren’t sent recorded delivery so another way for them to delay payment)
CHRISTINE K says
Thank you Andi, I have just sent Provident my bank details and have also forwarded the email to my adjudicator. Great info!! Will keep everyone posted if I hear anything or even better get the funds into my bank
Connor says
Thanks for the heads up Andi,
Do you have an email for provident.
In my email today it states that provident have already stated they will be settling via cheque, see quoted text below.
“If you do, then please let us know by 21 November so we can let the business know and they can arrange for payment to be made to you. Please note, businesses take around 28 days to arrange their redress settlements and Provident have informed us they intend to send a cheque for the settlement figure above”
Gail l says
Hi. I have just spoken to Provident and apparently they are not paying them via bacs
Andi Anderson says
@Gail
It’s not Support that make the decision, it’s upto the Treasury department.
If you scroll up on this thread you will see a couple of people have had to supply their account details as the Cheque limit amount was exceeded so a Bank Transfer (BACS) would be required.
Alot if CS do not know the difference between Chaps, Bacs or even that they are Bank transfers. (It is Provident after all)
alison says
Hi
Did they agree straight away or reject initially and put in a queue for Ombudsman ?
Connor says
Hi Alison,
The adjudicator ruled in my favour on the 7th August 2019, gave provident until the 21st August to agree or disagree.
They didn’t reply so I was put in the queue for the ombudsman on the 2nd October 2019.
Now out of the blue provident have agreed, probably like has been said before provident are just so far behind with the decisions.
Good luck to you
Andi Anderson says
Is there any address from provident on the documention they have sent?
If not email your FOS advisor the banking details to pass on to Provident.
That way, if they come back and say we can’t do it by Cheque, then FOS can point it out to them.
You can also state that due to issues with Post especially with the run upto Christmas (7wks today it will all be over) you require either the cheque to be sent recorded delivery due to the value or by bank transfer.
CHRISTINE K says
I have just spoke to Provident yet again. I mentioned bank payments and got the answer ‘we never ever send refunds by bank transfer’. I have spoken to various people there now and every time you get a different story/ excuse. I was told that my 28th day will be the 2nd December and it will be sent withing that timescale but am looking at the later end of that timeframe. This company is a complete disgrace and am stunned they get away with all this and no one does anything about it.
rob says
Good to see some positive and pretty big outcomes, and at a great time of year too! Nice to see the boot on the other foot so to speak.
Gail l says
Hi. They have just told me my cheque is being processed today so I should have it Monday. My due date is the 18th November so we will see if it turns up. I have sent them me bank details and I have also informed the Financial Ombudsman of this.
CHRISTINE K says
Nice one Gail, I have just spoke to them and got a load of b…s..t again. 5 different people with 5 different excuses. Can I ask what number you use to contact them?
Gail l says
08009166421 [corrected number] I am sick of being fobbed off so I just tell them straight
Sharon says
Thankyou for that number I have just phoned it have been told my complaint has now been picked up by someone at provident so hopefully things are moving forward unless they reject it again. Has anyone else been told this and they agreed with adjudicators decision
alison cairns says
Very Very few cases of late have been agreed by Provident after the adjudicator upheld. Lots of us in the queue for Ombudsman.
However each case is different…. Im not sure any of us understand why some were agreed and some not (as in case merit).
gillian says
hi just a update after ringing fos on the 5th about my provident loans they told me they were not passing any on to a adjudicators until they had sorted a issue out with provident and mine was 82nd in the queue well I just got a email of a adjudicator saying it was passed to her today and she should have a answer for me by the end of next week so maybe it as been sorted now and things will start to move for others good luck
Julie Clarke says
Mine was unheld by an adjudicator but provident ( it seems ) don’t respond then you to go the same position as ours waiting for the test cases . Sorry to be the bearer of bad news but i thought that was it when my adjudicator agreed with me and it never got an answer either way from provident
jan says
from Adjudicator
complaint about Provident Personal Credit Limited
I’m writing to give you an update about your complaint.As you know, one of our adjudicators has looked into your complaint –and they thought Provident shouldn’t have lent some of the loans to you. That’s because where a home credit provider has repeatedly lent to the same person on multiple occasions and over extended periods of time, it could be an indicator of problem debt –which we thought was the case here.
Provident has told us it disagrees with our thinking on this issue. Normally, this would mean that an ombudsman would review your complaint and make a decision. But we have lots of complaints in a similar position to yours. Because of this, we’re currently working on a small number of cases to look at Provident’s arguments in detail.
Although your complaint isn’t one of the ones we’re currently looking at, we expect the work we’re doing to help us resolve yours too.
In the meantime, we want to help people whose circumstances mean they need an answer urgently. So please let us know if your circumstances change significantly –or something happens that could affect your complaint. For example:
– you’re experiencing serious financial or health problems
– there’s any ongoing debt collection action relating to your outstanding loans
– you’ve had correspondence about legal action relating to the complaint.
We also need to know if the business has made you an offer to settle your complaint.
Linda says
I received the same letter yesterday.
James says
I also just received this letter this morning, although I don’t quite understand what it means, what if the ombudsman agrees with some or all of Provident’s arguments ? Are we all going to be denied a refund ? And if so, what about the people who have already been refunded ?
claire says
I was told I’m receiving the same letter, but i have the same concerns as you. I dont understand why a pot of complaints have not been through the correct process and other have. So basically I’m unsure with the FOS doing this guarantees us the same out that we have already had or it can be overturned at the last stage and all this has been for nothing
Danielle says
I have recieved this same letter yesterday! They are saying we won’t need to wait for the Ombudsman once these are passed. So maybe they sent them all back for provident to reconsider instead.
James says
I only recently put my nans in. Shes really quite poorly so I’m hoping this pushes things along so she can enjoy the money whilst she is still mobile. Provident gave her 3.5k but agreed she could accept and still go ombudsman because of her health situation. I don’t think the lender considers the impact the wait can have on the complainant….
Danielle says
Yes I would say so, I mean reiterate the health situation to them. Plus there is an issue of lending to the vulnerable, I would say !
James says
Hi Danielle, what if the cases being looked at are not passed and the judgement goes in Provident’s favour, does that mean we will get nothing back, and been through this ridiculous waiting game for nothing, hope not.
Danielle says
I don’t think so, as far as Sara said before they use it as a legal argument to back the adudicator decisions. They look into each part of Providents argument against wigh legal reasons to back the adudicator. It saves long waits for ombudsman decisions.
My adudicator emailed me and essentially said once they have looked at a few and provident cannot argue it they then get them to overturn similar decisions, such as ours.
Of course, provident can then say we will go to court but that ends up more costly and the courts will say the same as the ombudsman because of the law.
I
James says
Hi Danielle
Sounds like just another delaying tactic from Provident, well hopefully, this may speed things up then, and we get the refunds we deserve, all the best.
James says
Hi Sara, with these letters that are going out regarding the ombudsman looking at Provident’s arguments, in a select few cases, myself and others are worried that we may end up with nothing at all, the adjudicator upheld my complaint but provident have disagreed, now with this new approach, we are worried that our cases will be overturned, any ideas ? Thanks.
Julie Clarke says
I feel the same . Got my letter today . Adjudicator agreed and provident didn’t even reply to them. I feel disheartened as the system seems to change every few months . It’s with an adjudicator then a special adjudicator then an ombudsman then this lead case thing . I feel it is just to silence us x
Sara (Debt Camel) says
FOS is trying to get Provident to change its mind by setting out a lead decision in great detail. There is no sign that FOS is changing how it sees these cases.
gillian says
hi I got a email Friday to say a adjudicator had picked up my welcome finance case I just got a email saying she as upheld loans 7 to twelve due to the fact the first seven were taken before 2011 and have given them till the 25th of November to reply very happy about this even if it is a wait for provident to agree or disagree at least after waiting 14 months it as been lookd at the loans 13 to 16 were with morse club who returned all intrest and 8 percent within about 3 weeks of me getting in touch with them hopeful this will be over soon this is my last one and thanks to sara and this page I have reclaimed over 20000 pounds in refunds and my life is so much better thanks again sara
Cal says
Hi well done on getting them upheld can you keep us updated as to whether they agree and pay out as I’ve put in a complaint against welcome finance too. Who exactly would be the ones paying out though would it be welcome? Thanks
gillian says
yes cal I will do the adjudicator states it as welcome finance even though I had never heard of them and as far as I was concerned my loans were with shopacheck I had never heard of welcome finance until morse club told me that loans 12 to 16 were with them and 1 to 12 were with welcome finance not really bothered what they call themselves as long as they agree
Danielle says
Hi Gillian,
Do you have the complaints email for welcome finance please ?
Thank you
gillian says
sorry I do not have email for welcome finance in my case I wrote to morse club and morse club delt with loans 13 to 16 and they were very helpful and sent the letter I had sent to them to welcome finance for me so I only had written reply from welcome finance and sent that to fos the phone number that is on the first letter welcome sent me is welcome finance customer relations 03339999510 if that helps
Danielle says
Thank you
Yes I have had the subject access request from Morse, but a lot of the loans are not on there. Fortunate for me I have credit reports saved to my laptop that list all loans ever taken.
I just need to write or email Morse with the complaint etc now.
Hopefully the complaint is dealt with quicker than Provident.
Jojo says
I had same letter mine being going on since July 2018 ??
Ann says
Me too, claim raised September 2017
Julie Clarke says
Mine is June 2017 .
alison cairns says
It seems a vast majority of us have received these letters.
To me they are explaining the ‘lead decision’ people have talked about. I personally don’t see this as a negative (unless im clearly told otherwise). Im glad that the FOS have taken the time to update us.
Sara (Debt Camel) says
I agree.
rob says
I’m waiting for my prov case to be passed to an adjudicator. What is the process from there? Do I need to speak with him/her? I also lost my job 5 weeks ago so would this be grounds to ask them to look at it as a matter of urgency? I did not receive any redundancy. Thanks in advance…
Julie Clarke says
So today I got the letter a lot have had re provident from fos . “ we are looking at lots of claims , yours is not one of them but we expect our work will help us resolve yours too “ blah blah blah . So I am ringing them tomorrow to say that I have health and financial issues . Has anyone done this . What happened ? I don’t know if the letter is good or bad I feel like they have waved a carrot at me twice already where I though the end was in sight then it is ripped away in the next breath . Surely this can’t go on much longer . Either pay me or don’t . X
Deb says
I’m in a similar position and have considered saying to them that I’m struggling ( mental health, physical health, financial problems) but I worry the decision may then be rushed and not go in my favour?
Would you be kind enough to let us know what they say to you about it please?
Danielle says
I think they would require proof for those reasons guys, doctors reports and bank statements etc
Julie Clarke says
I have just rang and explained and they said that they will not need evidence at this stage and will ring me in a few days to tell me if my case has bern moved up. I have had to lend money again.amd I am getting letters asking for payment off provident. I am not making it up.
Danielle says
I am not saying you are making it up?
I’m just saying considering the nature of the complaints and legal implications with Provident arguing with them, I think they would require proof.
We are all in the same boat as you and have been waiting a long time. I was just saying I don’t think it’s as simple as a phone call to say you are experiencing those issues. I had debt letters from Moorcroft chasing the debts and I sent copies to the ombudsman and I am still waiting.
James says
Yes Julie,
I agree, Provident have made enough money out of us, just pay us what we are owed and get this over with 😡
Claire says
I sent a response to their letter yesterday explaining this has cause me you have a number of flare ups due to stress and explained this in detail in the email. When i send the email i fully expected an auto reply however this wasnt the case and called today to be told what they maybe needed or more details but i was basically told still in a queue for the ombudsman and someone might review my email.
Gail l says
Received my cheque today. Just over £12k.
Guy says
Happy xmas to you !!!!! About time we had some good news on here. What date did you start youd claim ?
Gail l says
About 18 months ago. Luckily Provident agreed with the adjudicator.
Samantha says
Brilliant news gail. How long have u waited for it?
There’s a few of us waiting for cheques now and I’m so pleased to see they seem to be sending them x
Gail l says
Hi. They had till the 18th November so they actually paid it a few days early. I would keep ringing them. That’s what I did.
Samantha says
Hi Gail. Is the 18th 28 days after your offer or after you accepted? Yes I’m going to phone them again tomorrow. They always come back with the same thing. Can’t see anything. Can’t tell me anything and wait 28 days lol.
Gail l says
Hi. Yes it was. I always rang and ask to speak to a manager in the Fos team. I tell them whatever they tell me I report it back to the Financial Ombudsman. They probably wanted to get rid of me lol.
Gail l says
Accepted offer
CHRISTINE K says
Hi Samantha, yes am still waiting. Keep phoning them and getting the same as you, well yesterday I was told no chance for it to be sent out before the 2nd December which is the 28th day.
Samantha says
Hi Christine. I got told no one is jumping the queue and they are going in date order. Surely there’s not much more of a wait. It’s not like they are agreeing to everyone’s claims. Someone on fb had her payout within 16 days. I suppose we have to be grateful we are at this stage and not still waiting for responses x
CHRISTINE K says
Hi Samantha, I am just about to ring them again. No response to email I sent them a week ago. I suppose you are right, we should be grateful but it is still frustrating that Provident gets away with so much, especially their very poor complaint system and their customer service team is the most disrespectful I have ever come across
CHRISTINE K says
update….Just rang them and asked to speak to fos team. After a long wait got told no one answering at that end because they are probably too buys with backlog. Also been told that cheque should be with me before the 2nd ( which is 28th day) not sent on that day but arrive before that day. I also asked to add to my file that I would like an email a couple days before they send it out to notify me the date it is being sent.
CHRISTINE K says
Brilliant news Gail. Well done
Gail l says
They did ring me christine to tell me my cheque had been processed and sent
CHRISTINE K says
nice one, thank you Gail. No one at provident told me they would phone me. They all just said I would get a letter with the cheque and thats it, hence I requested the email notification. Have a very happy Christmas Gail. xx
Gail l says
I will my cheque has just cleared. Hope you get yours soon. Merry xmas xx
James says
With this new way that the ombudsman is tackling Provident, will it speed things up a bit ?
The adjudicator upheld my complaint, but apparently Provident have disagreed. With this new approach, will the complaint still go to an ombudsman, or will it bypass the ombudsman and be accepted, resulting in Provident issuing a refund? Or totally go against the adjudicator’s decision and we end up with nothing, which seems a bit unfair, as other people in the same position have already been refunded. Will they then be made to pay back the refund ? I don’t think so, just curious ( and frustrated ) about the whole process.
Sara (Debt Camel) says
This is all guesswork at the moment …
With this new approach, will the complaint still go to an ombudsman, or will it bypass the ombudsman and be accepted, resulting in Provident issuing a refund?
At a guess, if Provident accept the lead decision (or go to court and Provident lose the court case) then the ombudsman will suggest they should accept most outstanding adjudicator decisions, only forcing any unusual ones to an Ombudsman decision.
Or totally go against the adjudicator’s decision and we end up with nothing,
It seems very unlikely to me that FOS will change their mind while writing the lead decision.
other people in the same position have already been refunded. Will they then be made to pay back the refund ?
No that could never happen.
rob says
I know this lead decision thing is putting a bit of a hold on things at the moment, but, I passed my complaint over to fos nearly 21 weeks ago and it hasn’t even been seen by an adjudicator yet. I’ve made a couple of calls but keep getting told they are busy! Should I keep chasing by email also?
Guy says
Hi rob, my brother sent his to fos 60 weeks ago and his hasnt been seen by an adjudicater yet, its a different experience for everyone. My advice would be to just check with them once every 4 weeks , otherwise it will send you nuts chasing them all the time. I just adopted the attitude ” it will happen when it happens “theres nothing you can do to speed up the process .
rob says
60 weeks! Jesus! Best put my feet up for a while then ey. Thanks for the response.
alison cairns says
Lots of us are around the 2 year stage with the FOS. Now waiting for an Ombudsman or to hear about the ‘lead decision’. This time scale is very common with what’s happening. Of course we would all like a tidy sum before xmas – but that’s not going to happen unless they have already said monies are on the way.
Its frustrating – but ringing etc all the time is not going to make a difference. :(
rob says
Thanks for the response. Guess I’ll just sit back and relax for a while and hope they don’t go bust before my time is due! Or anyone elses for that matter.
alison cairns says
theres no reason t think they are going bust – they are a profitable company
James says
Hi
So, am I correct in thinking that Provident’s whole argument is that it disagrees with the FOS’s definition of problem debt ? And if the FOS, with this new approach, find that Provident are wrong, I take it this will then speed up the refund process, as Provident will then have no grounds on which to dispute these complaints. And ( hopefully) everyone will get their refunds asap 👌
Sara (Debt Camel) says
Provident’s whole argument is that it disagrees with the FOS’s definition of problem debt
I had previously guessed that Provident were EITHER arguing about whether FOS could go back over 6 years OR about FOS’s approach to long chains of continuous lending. Or both.
The letter people have been getting says: “That’s because where a home credit provider has repeatedly lent to the same person on multiple occasions and over extended periods of time, it could be an indicator of problem debt –which we thought was the case here.”. There is no mention of objecting to loans of 6 years. So it now seems that it is FOS’s approach to lending over a very long period that is the issue.
“as Provident will then have no grounds on which to dispute these complaints”
FOS will explain in the lead decisions at great length why it has reached its conclusion and provide its answer to Provident’s objections. At that point Provident has to either given in and accept most decisions – not all, as in any individual case there could be something unusual – or go to court. This is dramatically simplfying things, but provident can’t continue to accept lead decisions but reject all adjudicator decisions.
Mark says
My faith in common sense within Provident has disappeared.
They would not look into request without Letter of Administration for my Grans Accounts.
We finally got it and sent it off to Prov.
Chased them for an acknowledgement, eventually called them – to be told that a letter has been sent to my Gran at her address with them requiring authorisation from her that we can deal with the account!!!
14 days later email acknowledging the mistake & that the Account is now being investigated – not from the date of the complainant!
Just like to point something out in regards to the credit agreement for the prov.
I have a yellow carbon copy of this. And where you sign for accepting the loan, it states:
“I confirm that I am not currently in receipt of, nor seeking, nor thinking about seeking advice or assistance regarding debt re-structuring from anybody, business or agency involved in the prevision of debt management advice”
This is restrictive of seeking any assistance with debt, and indicates that discussing with an agent & refinancing is the only available option…. Wage Day Advance had similar condition & they would only provide reloans as a help, not details of debt charities/assistance
Jolo says
UPDATE
I have just received a email from adjudicator saying provident have now agreed with their assessment (after first saying no and it being put in the Q for ombudsman)
About to ring fos to accept it just need to stop shaking first.
I honestly thought this was going to be sorted after Xmas and I can’t say how thrilled I am.
Thanks so much to the support on this page and huge thanks to Sara you have been there for all of us when we’ve needed it.
Good luck everyone on their cases I hope this is a sign of things to come for everyone waiting
Sharon says
That’s brilliant news well done 👍
How ling gave you been waiting and when did you get your decision from adjudicator?
Danielle says
Perhaps this means things are moving with regards to the lead decisions. Maybe provident have been told by their legal reps that after that point they need to reconsider all adudicator refusals anyway and they started early.
I mean if they wait until all lead decisions are passed they will have a lot of work built up to deal with, aswell as new or complaints not yet looked at.
Danielle says
I would be shaking too! Have a great Christmas and treat yourself :-)
alison cairns says
Lovely to hear. You must be so happy
Guy says
Thats fantastic news . Could we have the time frame please of 1. When decision was made in your favour. 2. When provident rejected 3.when it went to ombudsmen 4. When provident changed mind and accepted. Plus any additional information regarding why they changed their minds . Thank you and well done once again.
Jolo says
Hi a rough time scale is as follows I can’t remember exact dates but it’s close enough
Mid sep2018 complaint sent to prov
November 2018 complaint sent to fos
13th August 2019 adjudicator agreed on loans 6-9
October 2019 no response from prov so case got put in Q for ombudsman
Mid October 2019 prov disagree with adjudicator.
Monday this week got the letter about the lead cases.
Today got email from fos with offer.
So all in all it took about a year and a bit start to finish.
I hope things are moving along for other people too and I wish you all the best of luck.
Danielle says
Those time frames are very similar to mine, also they agreed to pay 3 loans interest to myself. I said no so it went into Ombudsman queue. 3 loans as full and final settlement or 23 ruled by the adudicator, I would rather wait it out.
Guy says
How mad is that !! Your timescale is exactly the same as mine , my decision was given 12 Aug 19 , put in queue oct, but havnt heard anything , maybe because i had a lot of loans , 25 in all with 22 to be reimbursed ( interest ) . Thanks for the information.
Claire says
That’s good, you got the right outcome in the wnd. Can i ask was your complaint about the amount of loans you had ? Or was it something else ?
Jolo says
The amount of loans and that they were unaffordable. I sometimes had 3 on the go at once and would take out new ones to pay others off. I will add that all loans were also over 6 yrs old
Claire says
Okay that’s the same as my complaint, so hopefully it’s good news for us all.
Susie says
I have now entered my third year waiting for a solution to the irresponsible lending from Provident. The first letter of complaint to provident was 1st November 2017, they wrote back in February 2018 saying they felt it was not irresponsible. I complained to the ombudsman on 13th April 2018 and it was upheld by the adjudicator on 26th September 2019 and given till 10th October to reply which of course they didn’t. On Monday this week I received the letter telling me about the lead cases (of which I am not one) so the waiting continues. I am still paying a loan off I took out in 2012. I can’t cope with the stress for much longer.
Jen says
Hi suzie I had roughly the same time scale as you got FOS decision end July, Provy disagreed, I’ve major money & other stuff goin on at home, after receiving the lead cases letter, I sent an e.mail to FOS telling them of my position, I was totally honest with them, told them exactly where I stood & what was happening at home, 48 hrs later I had a letter in the post saying that provy now agreed with adjudicator and I should get cheque in 28 days, not heard from provy yet but I’ve replied telling them my bank details in case of any hold ups. Gd luck
Susie says
Hi Jen, That is brilliant news.It will make a massive difference to get them off your back.
I have told FOS how bad my health is and I am now almost 66 years old I took my last loans out when I was 58, things are so difficult. The reply I got was oh sorry to hear about your health. I will email again today and see if I get a better result. I have absolutely no idea how much I would receive in any case, so am not counting my chickens.
Julie Clarke says
Your story sounds like mine . It was June 2017 I got an adjudicators decision sayin no not responsible lending then I complained to fos who said they were sending it to ombudsman . Heard nothing apart from an email every sixth months saying someone had left and my case holder was now them. Then I got an email may 2019 out of the blue saying that another adjudicator was looking at It. Not that I asked for that but hey ho . They took three months to decide that they do agree with it. But provident didn’t reply so now in a long queue again with ombudsman again . Then I got letter about the test cases the other day . So mine has been back and forth three times now . So forgive of I am frustrated
Wayne says
Hey guys,
There’s been alot of good news recently. It seems provident are starting to look at the claims themselves finally. My claim is currently in the que for an ombusman. My adjudicator ruled in my favor (Interest on loans 2-12 be repaid) and gave provident until the 28th August to respond. Nothing so was put in the que. After seeing the positive activity on here recently I decided to call Provident complaints team on 08001218034. I spoke with someone who said my complaint is currently being looked at by a case handler and they would contact the finantial ombusman service when completed. Felt they was telling the truth as they gave my case handlers name. Does anyone know roughly how long it takes for a case handler at Provident to complete a task like this? All in all things are finaly moving forward at Provident.
A says
I’m in the same boat as you. I have a name to someone is apparently looking into my case at provident and I am curious to long it may take to make a decision. I was told this last Friday. When were you told and have you rang since to find out any further updates?
Claire says
Fingers crossed it is the start of good news to come.
Can i ask was your complaint ever rejected from provident ? And how old is your complaint?
I don’t know if its worth me calling them and asking if they would look into my complaint again?
Wayne says
No. I first complained to Provident in April 2018. They didn’t respond so complaint made to FOS 4th August 2018. Heard nothing until a adjudicator emailed me on 8th August 2019 ruling in my favor and giving provident until 22nd August to respond. Again nothing. Was then emailed and told I was in the que for an ombusman on 28th August. So it was never rejected only ignored. Until now.
Susie says
My original complaint was rejected by provident so I sent it to the ombudsman who agreed with me ,they wrote to tell provident in September and they wrote back disagreeing with the adjudicator so am now waiting for outcome to the lead cases (for which I am not one)
I am waiting for a verdict on 5 loans. 14/10/11 £789 , 10/02/12 £857, 10/02/12 £846, 27/04/12 £1,378 balance £603 and 27/04/12 £1,378 balance £567. I have no clue how much refund I may be due, any advice would be helpful.
D Jacob says
Hi,
just a quick query, are Satsuma and Provident same companies? And, Can I file a complaint against them in One complaint letter as I had around 5 loans from Satsuma and further 4 from Provident between 2015-2017. I still owe both Satsuma & Provident over £1K each. Is it worth putting a complaint?
Thanks
D Jacob
Sara (Debt Camel) says
Yes they are the same company. I haven’t heard of anyone putting one complaint covering both brands. They are both slow to respond to complaints. I don’t know if this would be worse if you put them in as a joint complaint, but you can try.
alison cairns says
I have read on the FOS web site recently – that
We continue to receive a significant amount of complaints about consumer credit, especially in relation to lending. We’re upholding a large proportion of complaints about high cost credit’……….
Hope that some of this relates to Provident……………. Its about time there was some movement….
Andy says
Has anyone had any success with morses club ?
Myself and my partner have have over 40 loans and have just clearers the last 6 with help from family we had 6 loans at the same time totalling £4500 paying £165 a week.
Has anyone had refunds without going to the ombudsman ? Is there a timescale? Any info much appreciated x
gillian says
hi andy I put in a claim with morse club for loans I had they refunded loans 13 to 16 and sent loans 1 to 12 to welcome finance (they were taken out before morse club acquired shopacheck) they were the easiest to deal with in my case It took about 3 weeks from sending them letter to getting refund I did send bank statements to them and found them real helpful
Rob says
3 weeks from complaint to payout with morses? (That’s how’s I read it anyway) That’s brilliant. Fair play to them on that one to be fair. I’ve had 7 loans from them with 3 still outstanding. HOWEVER, their agent worked for provident immediately prior to working for morses and I also had outstanding loans with provident which she knew about obviously as she was the agent! I put an unaffordable complaint in 2 days ago so I’ll see how it goes. I guess on 1 hand I shouldn’t have took out more credit in the first place, but when “needs must” so to speak, and it’s on a plate then I suppose alot of people do the same. On the other hand, the agent knew I had around 2k outstanding with provident so there’s partial blame there aswell I guess. I’ll see how it goes.
Crissy says
Hi
Morses club rejected my complaint recently sending me a complicated transcript like a small book I’m sending it to Fos.
I have had continuous loans with them and was in severe debt?
gillian says
after the adjudicator upheld loans 7 to 12 with welcome finance she as just emailed me to say they have replied and are saying that loans 7 8 9 are out of time (they were taken out late 2011 early 2012)I did not put in my complaint till may 2018 she wanted to know when I became aware I could complain so I told her I had become aware about payday loan complaints in 2017 and after having all my complaints upheld I found out that doorstep lenders could be under the same rules on unaffordable lending so sara do you think this would be ok due to the fact it is over 6 years since the loans were taken but I did not know until 2017 -2018 I could complain (thanks to you and your website)
Sara (Debt Camel) says
Yes, these old loans fail the “over 6 years” test but FOS can also look at cases where you only became aware in the last 3 years, so she was just asking you to see if you come under that. Which you do.
gillian says
ty sara adjudicator as just emailed me and said the same thing and has given them till the 3rd dec to reply
CHRISTINE K says
UPDATE……still waiting on my cheque to arrive which I was told it should be here before the 2nd.
Samantha says
Hi Christine.
I’m still waiting too. My date is also the 2nd x
Guy says
Hi ladies, What possible reason could there be for a 3 week delay of your payment ? Everythings agreed , settled, its done !. Provident still playing games and getting away with it. Please let us know what excuse they give if you contact them. Hope this nightmare wait ends soon .
alison cairns says
Guy – the cheques are due by 2nd December. Its the 19 November so not quite due yet…
Guy says
Oh god , i thought you meant november , ill take my rant back !!! Sorry provident 😆
CHRISTINE K says
Sorry Guy, my comment wasn’t very clear. Yes, the 28th day is the 2nd of December. But I still don’t know why it takes this long to issue a cheque
CHRISTINE K says
Hi Samantha, I keep phoning them. Told it will be definitely here before the 2nd. When I ask to speak direct to Fos team I got told now that they are not taking incoming calls. Well maybe by the end of this week we will hear something. Will let you know when I do hear anything new. x
Samantha says
Hi Christine. I’ve given up phoning them. I got told the same. Not allowing calls to FOS team. Basically can’t tell me anything more than the first time I called. It will be here during November I got told but can’t tell me when. They really should update their team abit more so we feel that things are at least moving forward.
My adjudicator told them to contact me with updates but so far I’m the one doing the phoning x.
I’ll update here if I hear anything x
Samantha says
Still no cheque issued as yet. Same reply as usual. We are still within our 28 days. We are working through the backlog. It would really help if they could give us an idea on what dates they are working on at the minute.
Still getting letters/emails/texts asking me to pay off my arrears. If they can send me a letter why can’t they put the cheque in the envelope. 😂
CHRISTINE K says
Hi Samantha, same here no cheque in sight. I will phone them again tomorrow and will see what they have to say. Will keep you updated x
CHRISTINE K says
I have just spoken to provident again, and my cheque hasn’t been actioned yet, was told again ‘well we do have till the 2nd, but with any luck we will send it out before. This is getting beyond a joke now. Have you heard anything? x
Samantha says
Christine. I’m so angry! Gentleman on Facebook had his offer on 15th November and received money yesterday through bank transfer. I was told catorgorically no one was jumping the queue. I phoned provident. Still no news on my account. And they wouldn’t comment on the jumping the queue as they won’t discuss anyone else. I just said you say Within 28 days. Not 35 days but if our cheques aren’t actioned by weds/Thursday next week then it won’t be 28 days. It really is like banging your head against a brick wall. They won’t let you speak with FOS team either. Bloody useless!
CHRISTINE K says
I have just phone Financial Ombudsman and their hands are basically tied, they will only contact Provident if they pass the last day, which in our case is the 2nd. So it’s sit back and hope for the best. I am fuming here.x
Samantha says
Christine.
I’ve emailed the CEO. It really isn’t good enough. If there’s a rule about queue jumping it should apply to everyone. I have a parotid tumour and waiting surgery. No queue jumping. Fair enough. But that should be everyone. She even said we don’t know how long they have been waiting. Well I thought it was going on the date of acceptance not how long we waited for a response. So I really don’t think they know what to say half the time. I’ve had no updates since the date of the offer which is pretty poor.
CHRISTINE K says
Hi Samantha, have you had any news? I have not rang them and haven’t heard anything since last week. I don’t know if I should ring them again today or just sit back and wait! x
Samantha says
Christine. I was told yesterday my cheque has been requested, which takes up to 24 hours then it gets passed for processing. Ring them x you might get abit more information for us lol
CHRISTINE K says
Samantha, thanks that sounds more promising lol. I will ring them after lunch am in middle of decorating lol. I will let you know what they said! x
CHRISTINE K says
Samantha, I just phoned Provident and my redress letter and cheque have been sent out yesterday. Fingers crossed for you that it happens any day now. x
Samantha says
Hi Christine. Still nothing for me. Getting fed up now. Every time I ring it’s something different. Still saying it’s not been processed yet 😞
Samantha says
Now they actually said it hasn’t even been requested yet. Fed up of all the lies.
Well done on getting your redress x
CHRISTINE K says
Samantha, I know what you mean. I asked for an email to be sent out once it was processed and they never did. The guy actually told me it was sent out yesterday at half 1, so should get it today latest tomorrow. Won’t believe it until I have it in my hand to be honest x
Samantha says
Christine, I’m so angry. I’ve asked for the all to be listened too. I even said how would I know the fact it has to be requested if I hadn’t been told this yesterday. There’s no notes on the system so he couldn’t comment. It really is 1 lie after another. All they say is 28 days blah blah.
I think I’m going to make another complaint tbh. They should be made to pay another 28 days of interest
Jo says
Hi, did anybody take there complaint to the FOS before they got a decision from provident?. I keep getting emails saying there still dealing with my complaint.
alison cairns says
Pretty sure you can after 8 weeks if you have not heard anything…………
MnM says
I’ve never had a final decision but taken mine to FOS once week 8 finished. This was a number of months ago. Don’t wait as they are extremely slow, take it straight to FOS once 8 weeks have passed.
bruce seaton says
Hi Sara, I got in touch again with Provident as advised on here before, for a second time after giving up last year when they totally ignored me , this time ,I wrote again demanding to know what loans I had had, and how much etc, a few weeks later I had a reply saying thank you we’ll be in touch, nothing for several weeks then another one saying sorry we havent been in touch yet, we are behind, but we still haven’t been able to look into your problem, we’ll be in touch!! How long are they allowed to mess you about?
Sara (Debt Camel) says
So has it been 8 weeks since you got in touch with them again?
steven ashurst says
hi all I put in a complaint about morses club last year and its now being looked at by the financial ob they have wrote to me asking for my bank statements from 2013 and my income from 2013 also the problem I have I no longer bank with the same bank so not sure I can get the statements will this ruin my claim ?
Sara (Debt Camel) says
You can sometimes get statements from closed accounts so this is worth trying as it makes your case easier to win. But for these older loans it is still possible to win if you can’t get the statements.
If you have P60s, payslips, tax returns, benefits letters they may show your income.
steven ashurst says
great I have contacted the bank and they are sending statements out to me so does this mean I should have an answer soon to my complaint
Sara (Debt Camel) says
I hope so! But it depends how large and complicated your case is.
Joanne Wood says
Hi,
I’ve just come across this site in the last few days and have started making contact with Payday lenders using the template and also Provident. From October 2012 to January 2013, Provident increased my loans rapidly and by April I had 6 loans and owed £5755. It only took another couple of months before I defaulted on these and when I moved house, I tried to “ignore”. This led to a CCJ in 2016 with the balance owed of £6777. I think I have a strong case to so that the loans were completely unaffordable (I was already in a bad cycle of Payday loans at the same time) but do you know if I’m likely to be able to get my CCJ and multiple defaults removed from my credit history?
Thanks
Sara (Debt Camel) says
Was the CCJ from provident or a debt collector?
Joanne Wood says
The CCJ came from the Debt Collector
Sara (Debt Camel) says
OK so in your complaint to provident ask for a refund of the interest you have paid, including the payments you have been making to the debt collector, and for the CCJ issued by the debt collector to be set aside (that is the legal term for cancelled).
Joanne Wood says
Thank you, that’s really helpful! Keeping my fingers crossed!
John says
Had my complaint about Morses Club upheld by the Ombudsman.
They have now accepted the assessment and have agreed to refund me over 6K.
Refund is to be made by cheque, so hopefully won’t take too long.
Don’t give up people
Rob says
John, did you send in bank statements and a credit report? I’m at that stage now but not sure I’m entirely comfortable about sending bank statements. I don’t mind sending my credit report.
Joe says
Sorry Rob only just seen your question. I sent a credit report but no bank statements
rob says
No worries, I’ve ended up sending both. They seem to be alot quicker than prov so I’ll see how it goes. Cheers
Bill says
Hi John,
What years where the loans upheld for ?
Well done by the way
Bill
James says
My biggest fear is that, with the ombudsman looking at certain cases, and listening to Provident’s arguments as to the FOS’s definition of problem debt, that although upheld by the adjudicator’s, our cases will be thrown out, and we will be left with nothing.
alison cairns says
Over 90 % of decisions are agreed with. Some tweeked could be to peoples advantage – but I honestly can not see this changing FOS ideas on lending
Sara (Debt Camel) says
I agree with Alison. These adjudicator decisions are in line with FOS’s normal approach affordability complaints.
Claire says
I was told both the adjudicator and the ombudman follow the same guidance the only way it would be likely to change is if the adjudicator has missed something or hasn’t followed the correct process. So fingers crossed this doesnt happen
Sara (Debt Camel) says
That isn’t quite right for the sort of “lead decision” that is being looked at here. The ombudsman won’t just be making a routine case decision, they will be looking in detail at the regulations and provident’s objections and analysing them.
But the point I would like to make is that these cases are not unusual for FOS. FOS has issued a lot of lead decisions about affordability complaints about payday loans, guarantor loans, large bad credit loans etc. This is a well-trodden path and FOS is simply applying the same principles to the context of doorstep lending.
Claire says
That’s what I’ve been told, however if provident doesnt accept the lead decision the complaints will then go through the normal process of the ombudsman reviewing each case
Sara (Debt Camel) says
yes, but in practice Provident has to pay out or go for judicial review. Simply “not accepting” is not an option. And if it pays out on a few lead decisions, it will be under a LOT of pressure from FOS and the FCA to say that then it can’t continue to reject adjudicator decisions along the same lines.
James says
Thanks Sara
Your comments have given me a bit of hope in this matter.
Wayne says
Hello,
I received an email on Tuesday from my adjudicator. Provident have agreed with FOS initial assessment and will be refunding the interest of 12 of the 14 loans I had with them.
I would like to thank you Sarah for the work you do. I think this forum is fantastic. Honestly couldn’t of done it without you!
I first complained in April 2018 after reading the forum. After hearing nothing for 8 weeks I made my complaint with the ombusman. Was contacted by FOS in August by my adjudicator who upheld. Gave provident until end of August to reply. Heard nothing and was put in a cue for a ombusman. As stated previously I called Providents complaints team a week or so ago and was told they was looking at my case. Then I received the email Tuesday. Have called the complaints team this morning who confirmed receiving my acceptance and stated I will get my cheque by 16th December. Unfortunately they are unable to give me a figure yet but I’ve worked out at least 10k :)
Thank you Sarah you are amazing!!!
alison says
What a fantastic Christmas present for you :):)
Guy says
Well done wayne , im in a similar time frame/situation as you , adjudicator agreed early August, gave provy till end of August, now in queue for ombudsman, but provident havnt responded or rejected my complaint 3 months after decision. Im wondering if like yours they are looking at my case , can i ask you when you had your loans as mine were 2007- 2015. Thanks and happy xmas to you.
Wayne says
Hi,
My loans were between 2012 and 2017.
James says
I am also in the same situation. The adjudicator emailed me in early August (2019) to say that they were up holding my complaint, gave Provident until 12th September to reply, no reply, so at the end of September I emailed the adjudicator, and was told that Provident had “acknowledged ” my complaint. That was the last I heard until receiving the letter about the lead decision. So, I don’t know what is happening 🤔
Rob says
I put an affordability complaint to morses 6 days ago via resolver. I’ve had an answerphone message today to give the guy dealing with the complaint a call back. One of my pet hates is speaking to people on the phone so I’ve sent a message through resolver to keep all correspondence via email. Has anyone else had this?
gillian says
hi rob I had the same when I put in my complaint with morse club the lady I spoke to was very helpful all she wanted was to ask me if I was willing to send bank statements she explained what months I needed to send and my complaint was delt with and paid out within 3 weeks of contacting them I didn’t use resolve I just wrote to them they were the easiest for me
rob says
Thanks for the response. Looks like that is what they are after. I’m not obligated to send these though am I?
Sara (Debt Camel) says
No, but my guess is that you are more likely to have your complaints upheld by Morses and not have to go to the Ombudsman if you do.
Why wouldn’t you do this? Are you concerned aboiut that they show, are there too many of them or don’t you have them?
Rob says
Hi Sara, I was working at the time and earning fairly good money. Just wondering if they will tell me to do one because of that. The collector knew I had outstanding loans with prov at the same time too as she was the collector for them before changing jobs to Morses! I don’t mind sending my credit report. If I have to send statements then I will.
Sara (Debt Camel) says
Well either you want to make an affordability complaint or not. If you do, then bank statements have to be shown, if not to Morses, to FOS. A loan can still be unaffordable if you earned a lot, it depends what your other commitments were.
Elaine says
I been tweeting Provident asking why they are ignoring the FOS and leaving customers waiting, now they have blocked me 🤔
Claire says
Update
Got a call from FOS and they told me provident has accepted my complaint after rejecting it in September. Just need to wait on them getting back to me .
Thanks for all your help and advice
Sara (Debt Camel) says
That’s good news. And with Wayne reporting a similar result today (see above) I hope this is the start of many more sensible decisions by Provident.
Lisa says
I like others have been contacted by FOS today regarding my compaint regarding Provident. My initial decision was rejected by provident and added to the bulk case as mentioned above.
I was just wondering how i woud work out the 8% simple interest and what it is based on as i only have a rough idea of how much i will be receiving.
Sharon says
Has yours been upheld by provident as well
Lisa says
Originally provident disagreed twice, the first time they provided extra information but the decision remained the same. They disagreed a second time and it was sent to final decision which as i understand is now where it will stay until the handful of cases have been looked at.
Lisa says
I received a call from the FOS today stating that provident have agreed to settle based on the orignal decision
Wayne says
There is a page on this web site that explains the 8% interest.
https://debtcamel.co.uk/interest-payday-loan-refunds/
Lisa says
Thanks Wayne, i looked at that but it says that the interest is worked out on individual payments and something about payments above the capital amount. or do i just work it out based on the lump interest being refunded and how many years for each loan.
Sara (Debt Camel) says
if you work out the interest on each loan, that will usually be quite close.
Lisa says
So if the interest on the first loan was £612, i would do 612+8% which is £48.96 then multily that by 11 years giving me £538.56.
Does that seem right?
Claire says
Can anyone advise me what should happen now I’ve accepted the offer, but does anyone have timescales or what i need to do now?
CHRISTINE K says
Hi Claire, great news. They now have 28 days from the day they receive your acceptance to send your cheque out. I been waiting for mine now for 3 weeks they got a week left. They are not very fast with sending them out
Claire says
Thank you christine
Do you think it is likely to be the 28 days? Ive not been told an amount yet just which loans are being refunded which i was happy with.
CHRISTINE K says
I been told by Provident that I will have mine before the 28th day which is the 2nd December, so they got a week to send it out. I am calling them today again to see if/when they send it. You will have to be patient as like I said they are slow and apparently having to work through a backlog.
Gareth says
*Update*
So been a while since I posted on here, today I have received the email I have been waiting for for over 3 years!. The FOS sent me confirmation that provident has now agreed with their decision and have accepted the findings and are going to refund all interest and charges from my loans 😁.
I put in my complaint in Jun 2016 and after the original adjudicator rejected it in Nov 2016, I have since then been in the ‘queue’ for an ombudsman.
Fast forward to june 2019 a new adjudicator upheld my complaint and its been more of the same until today, where it’s finally been accepted by prov. Never felt so relieved in my life lol, not sure how much I will get because I have to accept the decision before I find out but from the data I have it breaks down to this in interest alone
612 repaid in 2008
68 repaid in 2008
2199 repaid 2008
150 repaid 2010
2800 repaid 2013 ( was a charge off for 545 on this one tho).
So I made this total interest as 5284 after the charge off.
Not sure if I have worked simple interest out right but I welcome anyone who can help me figure it out. Loans 1 to 3 simple interest at 11 years loan 4 at 9 years and loan 5 at 6 years.
I’m soo over the moon right now it’s been a long long road and I’m glad I’m finally at the end of it hopefully I’ve got my numbers right and should be looking at around 8k I think, but like I said I need help with the simple interest.
Love this site and how much it helps people.
Sara (Debt Camel) says
More good news!
On your figures I make the 8% interest £3747 less 20% takes off for tax so £8282 …
Gareth N Parry says
Thank you sara, that’s about what I made it too so hopefully that will be the number or close to it.
Thank you for all the advice and answers to my questions over the years I really appreciate it ❤.
CHRISTINE K says
great news! Lets hope that now they seem to speed up the acceptance process they will speed up the actual refund payment.
alison says
Fab news. Did Provident reject it initially and have now agreed ?
Hope you get in time for xmas :)
Sharon says
That’s brilliant news!!!! Hopefully with all these success stories happening it won’t be long for rest of us, mine has been with case handler at provident for 3 weeks now (32) loan interest to be refunded hopefully
Gareth says
I think prov are finally coming around to the fact that these complaints are not going away and they must begin to behave as they are bound to by the FCA rules and laws.
Susie says
Has anyone else felt they have been ignored by the FOS when you email? I don’t get replied to. They have upheld my complaints but provident still refuse any fault. And should what the adjudicator has ruled come into fruition how much would I be due?
Interest charged 14/05/10. £375. 14/10/11 £337. 10/02/12 £424. 10/2/12 £375. 27/4/12 £728. 27/12 £728 although the last two loans I am still paying off. Sorry but I am not good with maths!
Gareth says
Around 3.8k to 4k at a guess
Sara (Debt Camel) says
A lot is going to depend on how much still needs to be paid on the last two loans.
Susie says
Hi, Thank you for quick reply I took out two loans on the same day April 2012 the first was a total of £1,378. With £528 still owed the second was £1,378 with £492 still owing. It’s like a noose round my neck.
Sara (Debt Camel) says
Are you still paying these last loans?
You should get a refund of about £2300 for the earlier repaid loans. And at least £400 for the last loans plus some 8% interest but that will depend on how you have paid them and when.
Susie says
Yes, I am paying £5 a week for the two. I was 58 years old when I took these loans and I am now almost 66 and it’s the bane of my life.
Natalie says
I had Provident loans for the years 2008-2012 and then again in 2016 I a total of over £7,00 I paid in interest and my Agent never told me I would be better off not taking a new loan refinancing. She would ramp up the visits and calls around school holidays and Christmas and used to come with a pre fillled in application and with my balance already deducted. I feel such a idiot for having to have relyed on this , in 2016 after a few months of my loan being out I was made redundant and really struggled to pay the loans and keep my head above water.
I sent a complaint in August , at the end of September and lastly this weekend by email to Prov saying I am now going to escalate this.
Do you think I have a case? or is just them ignoring me..Thanks for your help
Sara (Debt Camel) says
I think you have a good case for the loans in 2008-12. It’s hard to say how good the case is for 2016. But just send it all to the Ombudsman now!
Natalie says
Thank you so much, I have submitted this via email now and will await to hear . I had 12 concurrent loans and would pay one off by opening another.
Two loans in 2016 which amounted to £1680 in interest …shameful but desperate at the time of taking.
How do I calculate the 8% please is there a simple calcualation I can do?
Thanks very much
Sara (Debt Camel) says
No it’s not simple. And there isn’t much point in counting the maximum number of chickens you might get at this point.
Do you have bank statements back to 2008? If not all, get them together now as far back as you can go.
Natalie says
Ok thanks , I have changed Bank accounts twice since but I can give a ring and request hopefully I ll be able to action some of the earlier ones.
Will this go against me if I do not have ? , thanks so much for your help.
Natalie
CHRISTINE K says
Hi, just a quick question to all of you lucky ones that hat your cheque/bacs refund payment already. Did Provident call you, email you or did the cheque/bacs payment just appear without a heads up from them? Still waiting on my cheque which is supposed to be here before the 2nd (a week from today) .
Gail l says
Hi Christine. They rang me to tell me it had been processed. It arrived a couple of days later.