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?
kym says
Hi Sarah thanks for this.. Will the loans Lowell bought from provident have the interest on them that were on the loans when i originally had them . If so then wouldn’t provident have to pay that interest as well to me . Provident have said they will send me another check for the payment I have made to Lowell.
Sara (Debt Camel) says
I think you need to ask Provident for the detailed figures on how they have calculated your refund. If they did this assuming you made no further payments to Lowell for the last loan and then they repay you all the payments to Lowell, then that should be right.
Ben says
Please help I have loans with provident a few I have paid off and still have an outstanding balance with them I am paying off. I made my complaint in Aug last year and I have only just had a response they agree that the loans I had early on I should not of had so they are contacting Lowell and getting the debt back and writting it off but after that I had more loans so they continued to lend to me when I had debt but they are now saying these loans were leant responsible to me. So basically they don’t owe me nothing. I continue to ask why thought as I had previous debt but as it was sold to Lowell they can’t see it they said. Shall I escalate to finical ombudsman or leave it?
Thanks
Sara (Debt Camel) says
was there a big gap between the loans that were sent to lowell and the later loans? How many earlier loans were there? how many later loans?
Ben says
Loans were sent to Lowell in September 2014 and I was offered more loans in sept 2016. There was 4 earlier loans and 5 after loans.
Sara (Debt Camel) says
so that is quite a big gap. the 5 recent loans, were they all without a gap? Were they getting bigger?
Ben says
Yes the 5 recent loans were all together, the amounts increased each time as they would Lend more to me and use some of that to pay the current loan balance off then I would be left with what ever was left. They were from 2016 to 2017 continuous lending. Is it worth escalating to FOS as I’m now left in debt due to this
Sara (Debt Camel) says
I think that looks like a pattern of borrowing where you may well get a refund on the last one or two loans from FOS. And also there is an argument that because you actually defaulted on the previous loan, Provident should have looked closely at the first three of the next set too.
Ben says
Ok Thanks I will send to FOS see what they say. I questioned that how come you continued to lend to me when I didn’t re pay the other loan and her response was as we sold the debt on in 2014 we wasn’t aware on our system you had ever had a loan as it was sold to Lowell to chase up! Doesn’t make sense!
David says
Hi Sara, I currently have a complaint about provident going through. I’ve just received an email off the company that is doing this for me which reads…….
‘FOS has asked us to confirm when you became aware that you had a reason to complain about your Provident loans and when did you realise that the loans were unsuitable.
The reason for this is likely to be that the lender has objected to your complaint as you did not complain within 6 years of taking the loans.
This is the usual limitation period to bring a claim.
However, the FOS can look into the complaint if they believe that you complained within 3 years of knowing that you had a reason to complain or when you realised the loans were unsuitable.
Please can you let us know when you realised you could complain and what made you realise?’
I started my complaint in early 2018 and my loans stretch from 2010 to around 2015. I suffer from depression and PTSD and that’s why I had a third party do the complaining for me. I’m just not really sure how to respond to this email.
Any help would be very much appreciated.
Thanks in advance
David
Sara (Debt Camel) says
It’s a shame you are using a Claims firm. As you can tell from this, whenever the Ombudsman wants to know something, the claims firm has to ask you for the answer. So having a claims firm doesn’t save you any work or stress and just slows things down by having a middleman in the way relaying questions and answers.
But you have one, so it can’t now be helped.
I suggest you reply saying just what happened in your case. There are no wrong answers here.
Perhaps you know someone who had a refund for a payday loan or saw an advert for the claims firm on Facebook? That may have been the first time you had heard that a lender should have looked at whether the loans were really affordable you? Many people say that up until then the had thought that they didn’t have any options apart from getting a new loan because the agent never suggested they could have lower payments? At the time you may have been grateful for the loans but now you can see you were just trapped in endless borrowing? It’s your story the Ombudsman wants, not a legal argument.
David says
Thank you Sara…. I just can’t take stress of paper work.. My brain is a mindfield.. But now after dealing with this 3rd party doing this claim for me I really wish I had done it myself. Thank you again for your kind reply 😊
Vonnie says
I wrote the standard letter to provident from website about doorstep loans. The emailed back they wanted proof I had been sold these loans unfairly I applied for Sar which I received today. I’m.62yrs old and suffer an acquired brain injury this paperwork makes no sense to me at all.also.im not sure what I’m going to do next thank you
Sara (Debt Camel) says
The simple option is to send them a reply saying you know How much hardship the loans caused you and how your agent always offered another loan when you had problems [if that happened to you?] and you want a reply to your complaint within 8 weeks from [the date you sent it] or it will be sent to the Ombudsman.
If you want Help to sort through a SAR you can go to your local Citizens Advice. But this isn’t usually necessary unless you had a small number of loans, say 5 or less.
Vonnie says
When I contacted them I informed them that my date of birth was incorrect. I have an account still running when I tried to log in when I did they have changed my date of birth. At no point did they ask me for proof. Surely on my agreement they have put the incorrect date of birth down and now have changed it
Vonnie says
Have received contact stating sorry for delay trying to resolve my complaint. They are still investigating and should be in contact within 28 days any ideas please
Sara (Debt Camel) says
I suggest you send the complaint straight to FOS now. Provident delays can be VERY long and they don’t always make good offers – I hope this will be changing but it seems better for you not to wait but to send your case to the Ombudsman.
This can be very simple, just copy your complaint to Provident in. At the moment more than 4 out of 5 people are winning their complaints against Provident.
Do you still owe them money?
Mark G says
I have followed you’re template for provident. They have since sent me a letter saying there is no proof that these loans were unaffordable as I made all repayments on time.
This is mainly because I do take pride in making sure any loans are paid before I have any luxuries rather than because I had enough disposable income. What’s the best way around this as currently they are saying there isnt the evidence to pay out so the claim was rejected
Sara (Debt Camel) says
So they have rejected your complaint? Not just asked you for more information?
Mark G says
They have rejected it as I never missed a payment and at the time never raised with my collector that I was struggling to pay
Sara (Debt Camel) says
That isn’t relevant to whether the loans were affordable or not. If you borrowed from them for a long tim with no gaps between the loans, send you complaint straight to FOS.
Mark G says
I only had 6 loans, but all overlapped one another and the interest I’ve paid added up to more than £2000
Sara (Debt Camel) says
That’s worth a complaint! You won’t get a refund on all the loans but the later ones I hope you will.
Jules says
Provident are currently looking at my complaint, asked if I wanted to add any further information so I took a lot from the templates and explained how i took loan after loan, rolling the loans on, I was in receipt of benefits and made sure I didn’t miss a payment because I was so scared I’d never get credit from elsewhere but my weekly amount was going up and up over the years. My question is, from your experience and that of your readers I realise this isn’t a quick process at all but say if I need Ombudsman input, what kind of timescale may I be looking at to get some sort of result.
Many thanks for this forum, Sara. I am confident you have helped many many people
Andi Anderson says
Does anyone know timescales from when FOS contact Provident for the business file – how long does it take?
It’s now been a month since FOS have contacted them and despite them saying it’s hand and will be sent on by a certain timeframe they fail to do so.
I understand FOS can not proceed any further without the case file, but they all seem powerless to push Provident to supply this information & getting the run around like I was.
Natalie says
Can I just ask I have heard nothing back from Provident , I sent my case to the FOS and it has now been picked up however the information has been sent by Prov to them already and I have’nt had a final reply/response from Prov ? Does this indicate that they have rejected my claim and have just skipped letting me know? Last week I rang and no updates as snowed under so I emailed the CEO no reply there either….
I sent both all a huge folder full of my old loan books , mortgage arrears PD loans the whole sad and sorry tale. Thanks for your help
Chris says
FOS taking an age. Submitted complaint about Provident to them in August 2019 They requested statements etc and these sent in November. Just been on the phone to them – they say they have all they need from me and from Provident but case still not allocated. 6 months from submission of original complaint and counting.
Sarah Perring says
Hi
I sent mine in Oct 2019 and received the e mail mid jan that they haven’t upheld it so I sent to the FOS ASAP
Paul Wakeman says
To give you an idea of timescales, I submitted my complaint to Provident in January 2019 and they took the 8 weeks to respond when they didn’t uphold my complaint. Submitted to FOS and in May 2019, they contacted me asking for Bank Statements, Credit Report etc. Left it a while but in September started ringing once a month just to see where it was it and always got told it was awaiting an Adjudicator to be allocated. Then we had the “lead case” saga on loans older than 6 years and my case finally got picked up last month. Loans 5-24 upheld going back to Sep 08 and Provident have until this Wednesday to agree/disagree so unfortunately it is just a waiting game but hopefully one that will be worth it in the long run.
Kym says
Hi Sara thanks for all your advice. I received my cheque from Provident at the weekend for 1543 and they are all so going to settle the account with Lowell and send me another cheque for all the money I paid Lowell as well . Once again thank you for all your help .
Stef says
How long did the process take?
Julie Coleman says
With regards to Provident my case has been with FOS since the beginning of November 2018 – still waiting to be allocated an adjudicator!
Lynette says
I’m September 2018, phoned for update today and they said they were into june/july so wouldn’t be much longer, fingers crossed 🙂
Rebecca says
Hi, I am just about to finish paying loan number 14 with Morses. I’ve had to keep refinancing my loans only to use the money to pay off the loan itself! I know it sounds silly but when I try my best not to refinance then I get in such a pickle. I’ve held out this time but I’ve been in seriously hot water with my finances. Anyway I’m at the point I’ve got 3 loans out at the same time, I’ve just had to pay 3 weeks worth of arrears totalling £180. I’m working part time, so a quarter of my wage has gone before I’ve even made any payments towards the next few weeks, and I’m not paid until 10th March so undoubtedly I’ll be in arrears again. I want to make the complaint, but my collector lives on my street. Long story short after my 3 weeks of my explaining I can’t pay he said someone is going to come to my house and do a home visit to ask me why o have t paid. His exact words where if this wasn’t him it will be “Steve” who takes a completely different approach to him. I believe it was a threat so I was scared into paying. Never once been offered a repayment plan I didn’t know this was an option. However I’m worried it will cause problems for me should i complain as he lives 3 doors away and I’m worried. If I were to get all of my interest back it would total over £3k. What do I do. Sorry for the lonnng post.
Sara (Debt Camel) says
One thing you could do is send in a complaint and say you would also like a more affordable payment arrangement for the current loans and you want to pay from your bank account as you feel your collector is trying to pressurise you.
If you are worried, then can you go to your local Citizens Advice and get them to help. You should not be intimidated, especially in your own home.
Donna says
Complian my lender from morses lived right around the corner and I still done it don’t let them threaten you ya can pay as low as 10 pound a week as long as your paying something they can’t touch you at al get ya complaint put ave just had a years loans settled but the rest have went fos so good luck
Chloe says
I recently sent a complaint following your template to Provident regarding doorstep loans I had back in 1998-2004. Unfortunatley I have no agreement/customer numbers. I have had a reply advising they are unable to locate my account, after giving them all my details, addresses, date of birth etc… Should I give up now or keep pushing as all I remember I had was a booklet which was amended each week by the collector. It was a difficult time and I had many loans from them and were all paid off eventually. Thanks in advance for any help:)
Sara (Debt Camel) says
I am afraid you can’t take any case to the Ombudsman about loans that are before April 2007. So you may as well give up.
Michelle Wilson says
I sent off a complaint to provident about irresponsible lending last week and have received a reply asking me to send any evidence to help my case to them. I complained as I had numerous loans some at the same time, some to psy off a previous loan and alot of the loans the agent put down I was employed when in fact I was unemployed. What do I do or send now?
Sara (Debt Camel) says
You don’t have to send anything. How old are the loans? Do you have bank statements for the period?
Michelle Wilson says
I might have, I will have to go through my paperwork. I definitely have provident letters and loan agreements going back to 2007, I have been lending for about 20 years from them though. I’m currently in debt management and have 3 loans with Provident outstanding which Stepchange are dealing with.
Mad Greek says
Rather odd conversation with provident this afternoon . 3 weeks ago following FOS push / comms provident were promising giving a final response within two weeks . That two weeks is nearly up so I called them , the agent advised that the irresponsible lending team had been asked to work on another ‘task ‘ . I asked what that was and she couldn’t tell me . We have been waiting since August … hopefully the little alarm bells ringing regarding the solvency of Provident will not turn into fruition …
Natalie says
Can I ask what the alarm bells are ? Was this something in the press ? I too am waiting from august 19.
Thanks very much
Mad Greek says
Hi Natalie , it was just rather/ extremely odd that the irresponsible lending team were being asked to do something else other than deal with what they should be doing… our complaints ! Nothing in the press as far as I’m aware , I’m not trying to scare monger just sharing with the group as there are many of us waiting for a resolution.
Andi says
I’ve had the same feeling for sometime.
FOS contacted them for the case file start December, I rang in Jan they promised they’d send it through by 31st, to date it still hasn’t materialised.
My worries started last year when it was announced the CFO was to step down..
However they’ve announced a new CFO who starts April, and this guy is leaving behind a cushy job at Secure Bank.
I’ve looked at other factors as well which have settled my fears – their share price is in the up this month.
They issued a press release for the group (which includes satsuma, vanquis and moneybarn) which hinted at group Profit for 2019.
They also turned down a takeover from Non-Standard Finance following first quarter profits last year.
The other task the people could be doing could be related to the Feb 27th Annual shareholders announcement or it could simply be they are fobbing you off.
I’ve refrained from Contacting Prov as anything you say or they say could go against you, just deal with FOS.
Mad Greek says
Good share Andi , let’s see what comes out in the wash !
Andi says
As I posted that just my findings and understanding of the corporation itself.
There are many factors that have to be in place for a company to go into administration.
Provident Financial Group the owners of Provident Consumer Credit are big, but so are the owners of Wonga.
As of today you can still book an appointment for an agent to take out a loan with provident.
To be truthful, between Provident and the Payday Loan companies, I do think Provident will be along for sometime to come, they lost a lot of business to Payday lending.
But that’s my own opinion. They’ve given no indication that they are going down that route. If they do then its pennies in the pound refunds if not then it’s more. Though remember this like any redress is something of a bonus that you never thought would happen, so as I’ve told others, don’t rely on a potential as dreams can be dashed
Julie Coleman says
Hi everyone – just wondered if anyone knows how long it takes for the ombudsman to make a final decision? The adjudicator upheld 8 of my 13 loans and gave Provident until 23 January to respond to the findings. Provident never responded so my case has been passed to an ombudsman for a final decision. I just wondered how long this process takes??
Sarah says
I’d be interested to know this too. Provident had until 6th Feb after adjucator ruled in my favour and haven’t responded.
Andrew says
Yes I’m playing this waiting game too. The adjudicator ruled in my favour for 10 loans and Provident should have come back with an offer by 10th February but haven’t as yet. I’ve found them to be a breathtakingly arrogant from the outset when they emailed to tell me I was getting nothing because I’d left it too late to complain (thankfully the adjudicator put them firmly in their place by confirming that in fact I hadn’t). They later failed to supply the adjudicator with details of my loans by the requested date and when they did they’d jumbled all the capital sums and interest together so it was not easy for the adjudicator to give me an estimate about how much I would be getting. Therefore it was no surprise that they failed to submit an offer by the requested date either. Now I’m really fearful that they are just playing for time and that there’s going to be some random announcement that they are going into administration during the weeks or months that my case is back in the queue awaiting an Ombudsman decision. I know its probably a totally irrational fear, particularly after reading Andi’s comment above, but losing £5.5K of my accepted claim as a result of the Wonga administration has left me deeply uneasy about further delays to this potentially bigger settlement.
Rachel says
Hi sara, 1st thank you so much for all your help,and this site for making me aware of the refunds I can get.
Is there any way of finding out how much intrest I have paid on old provident loans?
I have been through my credit report and i can only find amounts.
Many thanks
Sharon says
Ask for a sar they sent mine pretty quick by email and lists all information they hold on you and loans, payments dates etc very informative as tells you early settlement balances as well
Amanda Eilertsen says
What’s a sar ??.
Sharon says
It’s a subject access report ( it’s all the information a company holds on you) you can ring and ask for one or email provident also there is no charge now for this
Rachel says
Thank you sharon.
Julie Brownless says
Thank you so much Sara for all your help! I waited over 2 years nd finally got paid
Danielle Bird says
Just thought I would update everyone. Into my 5th week since raising my complaint with Provident. Received a letter in the post Friday stating they are still investigating and will aim to respond within 28days. The clock is ticking provident, I feel an FOS case coming on
Julie Coleman says
I think you’re in for a long wait!! My case went to Provident in May 2018 – no response so went to FOS beginning of November 2018. FOS ruled in my favour on 9 January this year and gave Provident until 23 January to respond – nothing so my case is now in the queue for an ombudsman to make the final decision. Having said that, send your claim to FOS – you may or may not be in for a long wait but you’ve got nothing to lose
Natalie says
My time line is from August 2019 so not as long as some.
I wrote and emailed numerous times up until the 8 weeks was up and then sent straight to the FOS , someone from there picked up my case and requested all the information from Prov which the FOS has now received. I was told on the phone by Prov my case was with the internal ombudsman team and that they were waiting to see what the FOS says – completely the opposite that the FOS has said wait and see what Prov says!!!! then if no good action the them . was then told that the OS agent could not pick up my case as she didn’t work on home finance cases, so I will be reassigned to someone who can shortly.
I still haven’t had a response from Prov only automated replies to my emails saying they are still investigating, I emailed the CEO and got zilch so I guess that’s the type of ethos filtering down.
I sent a huge file full information of my 15 loans all refinanced to try and help me pay them back along side all the other information debt letters payment arrangements and the court papers from both the Mortgage arrears and defaulted bank account.
Feel a bit frustrated by it really , and a bit dismissed by Prov whilst still sending me thru offers of loans on a weekly basis! pity some of the marketing cash was’t put into more agents in the complaints dept.
Deb says
Only just recently found this site, so I put a complaint into Provident on the 13th Januarry 2020 and received my cheque for over £3,000 on Saturday. Thank you Sara for a great site.
Gemma says
Wow that was really quick and within the 8 week?
Andrew says
Great news Deb, it’s always a pleasure to read that somebody has had some good news on here, I bet you were delighted :)
Julie says
Oh wow! That’s so quick!
Have you heard of any others with such a quick turnaround Sara?
Deb – did you send a lot of information/evidence with your complaint?
Deb says
Hi Julie,
I didn’t send any information. Told them they should have everything they need. Did chase up a couple of times by email a list of the loans I’d had with them. Got them about a week before the cheque
Andrew, I was really pleased with the cheque.
Amanda Eilertsen says
Just had final response from prov .they said because I never missed a payment I could manage.and didn’t never mention to the agent I couldn’t afford it .so I’m assuming that it .
Andrew says
Not necessarily Amanda, forward your complaint to the FOS because Prov told me I couldn’t claim anything as well and I very nearly didn’t. Now I’m waiting for them to make me an offer on 10 unaffordable loans so it is worth doing. It’ll only take you a few minutes to do and you don’t have anything to lose, keep any correspondance Prov send you though because the Ombudsman may ask to look at it.
Mark says
Sounds like the letter I have also received, also stating their was no defaults on any of my other debts and when they checked my credit reports at time of loans they were all good, unlucky for them I did default on many debts and have some paperwork to prove them and other payment arrangements that have been going for for years.
K. says
I first raised my complaint to Provident in Aug 19 after discovering this site, thanks Sara. After 8 weeks with just a few we are looking at your complaint letters I forwarded to the Fos.
In December 19 I got the response from Provident that they did not uphold no real surprise there.
In January I heard from the Fos to say they were looking at my complaint. At the beginning of February the Fos emailed to say they had upheld loans 3 – 12 and Provident should refund, they have given them to the 20th to respond.
Does anyone know if they will adhere to this date?
Paul Wakeman says
Highly doubt it K. Provident were informed by my Adjudicator to refund all interest on loans 5-24 which backdate to 2008. They were given until 12th February to reply to Adjudicator but as at today I’ve heard nothing. Doesn’t mean they haven’t responded, I just haven’t heard from Adjudicator but from reading others responses on here I’d say the likelihood is that they won’t respond within the timeframe given.
K. says
Hi Paul
It’s good to see others on here in a similar position. Glad to have got to this point and hopefully this last hurdle will not be long for us.
Great website Sara, I find it a great support 👍
Andrew says
No they absolutely wont K, they’ll drag their feet and miss every deadline but thats how you know that you’ve got them on the run. It’s just a case of playing the waiting game and contacting FOS from time to time for updates. If you check on here on a weekly basis you’ll be able to see if anyone who’s at a similar stage to you in the complaints process has received an offer or a cheque. That should serve as a bit of an indicator as to when you’re likely to get yours. We’ll get there in the end, probably when we least expect an offer we’ll get one 😀
K. says
Thanks Andrew lol I know it’s all about the waiting game but as you said I think they are just dragging it out and hopefully we all get sorted in the end 😊 I have worked mine out at around 5k so going to keep a positive attitude it’s not too much longer would love a summer holiday
David says
Hi Sara, I’ve now forwarded mine to Fos so let the waiting cane commence! Prov offered me the 1950, however I read one other lady recently had her Lowell refunded – At the time they refused to state what loans they were upholding – likelihood of fos upholding?
Wife’s now also with fos..
Regards
David
Jo says
Provident Financial car finance subsidiary, Moneybarn fined £2.77mln by the FCA for not treating customers fairly
2020-02-17 14:52:00
Moneybarn voluntarily provided redress of more than £30mln to all 5,933 customers potentially affected by the failings
Provident Financial –
Mark Steward, executive director of Enforcement and Market Oversight at the FCA, said: ‘These were serious breaches”
Provident Financial Group PLC’s (LON:PFG) car finance subsidiary, Moneybarn Ltd has been fined £2.77mln by The Financial Conduct Authority (FCA) for not treating customers fairly when they fell behind with loan repayments while in financial difficulties.
David says
I’m with Moneybarn, hp from August last year – presumably this is for people before then?
Sara (Debt Camel) says
yes I think so.
Is it hard to make the car finance payments?
David says
Ha since getting the £1950 have cleared 4 months arrears so back on track this month…
K. says
Hi Sara has anyone received a cheque straight from Provident after the Fos has found in their favour without first hearing from fos?
kym says
Hi Provident rang me and told me bow much I was owed and sent me a Cheque .. FOS up held my complaint 13th Jan and it took provident 3 weeks … I did call provident several times
K. says
Thanks Kim that gives me hope. Can I ask what number you rang and which team did you ask for?
kym says
Hi I called the normal number and asked to be put through to the team that deals with FOS they will try fob you off be stern with them . I all so emailed Joe.Sweeney@provident.co.uk
He helped me when I emailed him he sorted things out within 2 days as they were initially stalling me .. Just say you got his details off legal forum … Sara gave me his email and I just said that I got it from legal forum and explained the situation.. I hope this helps keep pestering them
K. says
Thank you so much. This money would make a huge difference for me and my family as I would be able to clear my outstanding debt and even be able to treat my little ones to a nice holiday.
This forum is so beneficial to a lot of people trapped in debt, big thank you to all who share and Sara for setting it up 😊 good luck to everyone
Sam says
Hi I sent a complaint to provident regarding mis sold loans, today I recieved an email asking for more evidence. I’m not sure what they are looking for as I have been borrowing from them for over 20 years my bank statements won’t show anything as I paid weekly in my own home & i don’t have any paperwork to back any of it up. I assume they should have all my loan details stored in their system somewhere? What should I reply with? Thankyou Sam
Sara (Debt Camel) says
Do you think they are saying they don’t have any record of your loans? Or does it look like a standard request they make to everyone for more evidence?
Sam says
Hi Sarah thankyou for your reply I think it looks like a standard reply from them, I’m just not sure if bank statement and loan agreement numbers is something they would require as evidence as I have neither. Not sure what other evidence they require and what I should reply with? Thanks
Sara (Debt Camel) says
I suggest you reply saying the number and patter of your should have shown they were unaffordable. If you have asked Provident for a list of your loans, say you have not yet received that.
Sam says
I had requested a list of my loans so i will mention that too thankyou Sarah x
Julie Clarke says
Hi I have received my cheque from provident but four weeks later they have still not took the accounts off my credit file . How long has It taken for everyone else ?
Scott says
Hi would it be possible to take provident straight to small claims court rather than waiting month after month for the fso to do something
Sara (Debt Camel) says
how long has your case been with FOS? Has an adjudicator been assigned?
how many loans did you have, how long ago and how much interest did you pay?
Joanne says
Hi, I have put a complaint in at the beginning of January and have been sent a form by provident, a Debt and Mental Health Evidence Form, my doctor has filled this in for me and I’m in the process of returning the form back to provident. Will this form help my case? I’m
Not actually sure why the form was sent to me in the first place. Even though I do have conditions that can effect my mental health I don’t recall mentioning this to them when I put my complaint in, anyway, my doctor has given information regarding my conditions. Just wondered if this will benefit me
Thanks 😊
Julie Coleman says
Hi Sara
I just wondered if you could clarify something for me please – if you have an outstanding debt with Provident and FOS rule in your favour, is it only the principle sum you borrowed minus the payments made that you have to pay back? I had a £2000 loan (interest was £2400) but after paying £1196 due to a change in circumstances, I could no longer afford the repayments. If the ombudsman rules in my favour, when the redress figure is calculated, will I have to pay them £804 or does the interest still stand?
Sara (Debt Camel) says
If this was the only loan with them and you win the case, then you would have to repay the £804. But this could be at an affordable monthly rate.
Idris says
Hi all,
My partner has a outstanding loan with provident which has been transferred over to lowell, can she still claim now the debt with lowell?.
Kind regards
Idris
Sara (Debt Camel) says
If she wants to make an affordabilty complaint (did she have previous loans from provident?) then she still puts in the claim to provident and tells Lowell she is disputing the debt with Provident.
Does she have other problem debts as well? credit cards, catalogues etc?
Danielle says
Hi there,
I’m just wondering if anyone has got in touch with Provident direct, as in their case handler. Provident agreed with the adjudicator in December and due to wrong calculations and taking capital for an old loan which has already been paid, I’m still waiting.
It takes 2 weeks for ombudsman to reply and then 3 weeks for provident and as it’s someone who doesn’t know my case liasing with provident, it is getting nowhere.
I’ve sent detailed documents with calculations and explanations with evidence of why it’s wrong twice now. It took 10 emails the other day for the adjudicator to understand what I was saying and he still didn’t understand because he hasn’t looked at my case properly. Now I’m waiting for a reply from provident which I’m guessing will not be a correct and final calculation again.
I’m just so frustrated at this point it is unreal.
Danielle says
Just to add the ombudsman donnot look at calculations, this us another issue. I’ve been told it’s up to you and provident to agree.
Sharon says
I pretty much rang provident and fos every week for an update
Danielle says
Thanks sharon, I have a direct email now for an adjudicator that is liasing with provident but he doesn’t understand my case.
What number did you ring provident on ? Is there a complaints handling number ?
Sharon says
Yes you can get it from their website
Danielle says
Thank you Sharon.
I’ve had an email from the adjudicator today saying he’s chased up a full breakdown calculation and he’s asked them If they can contact me direct too.
I’m feeling much more positive now today.
It wouldn’t hurt for me to give them a ring too suppose.
Ross says
Hi there,
i put my complaint into FOS in Aug 2018 and its nto been picked up yet. Has anyone else had to wiat this long for even someone to pick it up?
Julie Coleman says
Hi Ross – my complaint went to FOS at the beginning of November 2018. An adjudicator ruled in my favour at the beginning of January this year and gave Provident until 23 of January to respond. Of course they didn’t so my complaint is sat in the queue once again for an ombudsman to make the final decision. It doesn’t make sense how FOS go through the claims as some are being picked up after a few months or sooner
Liz says
Yes I’m about the same time frame as yourself. Very frustrating.
Ross says
Thanks Julie.
Yeah couldn’t agree more that it makes no sense on the timings etc. Good to hear you’re nearing the home straight though… :)
Michelle Avery says
I have checked my credit agreement and there are around 6 or 7 loans from Provident. As they are all settled it just shows on a graph what the original balances were and how that changed on a monthly basis. Does anyone know if the balances shown include the interest that was charged or whether they are just the initial sums borrowed?
Sharon says
Yes it will include the interest
Paul Wakeman says
Had an Email from my Adjudicator today as she gave Provident until 12 February to provide a response. As I heard nothing I emailed her on Monday and got this reply:
“I am writing in regards to your email in which you requested an update of the next steps in regards to your complaint.
I will be following it up with our contact team as we are yet to hear from Provident even though we have raised it as a matter of urgency.
I spoke to Provident on Monday and they indicated they had a significant backlog of complaints and needed further time to provide a response.
I indicated I would give them another week but will keep you updated accordingly. Once I receive a response I will contact you accordingly.”
It amazes me how Provident and other Companies get given deadlines which they never meet. Yet, if we owed them they’d probably be hounding us 3 times a day minimum!
Andrew says
I totally agree Paul, if the boot was on the other foot they would make our lives a misery 😔
Anyway, as a bit of an update I’ve spoken to someone at FOS today. She advised me that they have had dialogue with Provident at a senior level and that Provident have requested an extra two to four weeks to deal with the backlog you mention. It seems that the Ombudsman Service have agreed to this as waiting an extra two or three weeks for an offer will likely result in people getting their payments faster than if they join yet another queue for an Ombudsman decision which could then entail waiting further months for a decision. I asked if sorting out this backlog was likely to run into months and I was told no, the expectation is weeks not months. I asked if she thought Provident were playing for time because they were thinking of going into administration and I was told no, there wasn’t the slightest indication of that happening.
I know things are progressing because when I defaulted on my final loan with Prov and they went and sold it to Cabot Financial. My adjudicator at FOS ruled the loan was unaffordable and told Prov to contact Cabot and either buy it back or come to some settlement with them. Cabot say that Prov emailed them on 4 Feb asking for the outstanding balance so I know somebody is working my case which is encouraging to hear, particularly as I am due interest and 8% per annum on another 9 loans apart from that one.
Lynn says
Hi folks
Hoping for some information. Sent irresponsible lending complaint to Provident back in October 2019. Heard nothing – surprise surprise, only the usual we are busy with the number of complaints etc etc
Sent to ombudsman who picked up my case and have asked provident to send them my information, which they still have not sent which has been over 3 weeks ago now, however, Monday received a call from Provident directly who stated that they would have a final response to me by close of business this Friday.
I am being too optimistic this will happen.
Has anyone received this call from Provident and if so was it favourable
Andrew says
Hi Lynn, I would think so, they are apparently buried in an unprecedented amount of claims at the moment but if you say they have taken the step of calling you to tell you this its fairly likely you will, even if Friday does turn out to be Weds or Thurs of the following week.
Keely says
I received my email from FOS yesterday to say that provident would like to settle my loans with me. And that they would be In contact with me. So frustrating because they could have just taken this approach in the beginning and it would all be over.
Best news I’ve had all month tbh!
K. says
Can’t believe I’m getting to write this but my journey is nearly over. After months of waiting and hoping I have finally heard from Provident direct that my cheque for just over 5k is being posted tomorrow 😁
I first started my complaint in Aug last year, sent to FOS October, letter from Provident not upholding in Dec.
Fos took up my case at the end of January ( my case was given priority) Decision from adjudicator start of Feb upholding loans 3-12
After making a few phone calls direct to Provident this week I have received the email I was hoping for and my cheque will be posted tomorrow.
So hopefully in the next few days my cheque will arrive and this will all be over 😠
Thank you Sara your site has been amazing, and hang in there everyone and believe you will get there in the end.
Andrew says
That’s brilliant news K, it does give me some hope that my wait is almost over too. Thank you for sharing your good news, go and treat yourself to something really nice, you deserve it after all this 😃
K. says
Thanks Andrew I will be patiently waiting on the post man 😁 hope you hear soon on yours 👍 and hope this is a sign things are moving quicker for all 😊
Andrew says
Haha K, waiting for the postie with my coat and shoes on ready to bank it, that would be me lol 😂🤣
K. says
🤣🤣🤣 he might not even get to the door 😁 still won’t believe it until the cheque is in my hand 🤦🏻♀️🤑 Fingers crossed for you and everyone waiting
Danielle says
Hi K.
That’s great news, about time.
Could I ask what number you rang provident on please ? I’ve asked the adjudicator if they have a number but I’ve had no reply.
K. says
Hi Danielle I just rang their main number. I called several times over a few days and asked for the team dealing with the FOS decisions. You really need to pester them.
Danielle says
That’s great Thank you!
Yes I’ll do the same and pester the guy at FOS on his direct email too.
Basically, if I could just talk to them direct it’s easy to explain. The calculation is wrong but everytime I speak to the FOS they have explained it wrong to provident. They agreed on the 2nd December, so it’s almost 3 months of two-ing and frowing and still nowhere. I’ve asked for a breakdown calculation since that date so I could pinpoint what exactly they did wrong and I still haven’t had one.
Hopefully this way I will get results.
Thank you for your help :-)
David says
Hi I noticed there is a contact email address for prov chief executive, does anyone know the email address for morses Club chief executive / Paul
Smith
Many thanks
David
Amanda Eilertsen says
Well I’ve just had a email of provident and this is there final response I wasn’t lent irresponsibly all the correct checks were done apparently.and if I’m not happy with the outcome go to fos .so that’s that then
Sarah Perring says
Hi Amanda
I was sent exactly the same so sent straight to FOS
Has been assigned an adjudicator so waiting game now x
Amanda Eilertsen says
Thanks Sarah …Well we can only try .anything would be a bonus
Lynn says
Awaiting my reply from them also promised tomorrow by 6pm at latest
No doubt I will get the same response although I have already sent mine to the ombudsman and an adjucator has picked up a few weeks ago. He has asked provident to send him my file but as yet they have not as provident have not sent me the final outcome of their findings, so hopefully if I get the same response as everyone else appears to be receiving they can send the file onto the FOS and perhaps get this brought to a conclusion
K. says
Hi Amanda
I had the same letter and took it to FOS. Just waiting on my cheque. Send it to the FOS today 😊
Andrew says
Don’t be disheartened, that’s what I was told in my Provident email, FOS totally disagreed and judged 10 loans were unaffordable.
Andi says
Yet again Prov giving FOS the run around.
FOS contacted Prov, Prov stated will have decision today for them.. I asked what decision – FOS reply hopefully the business file. I’ve rang FOS to check, they rig whilst I’m on hold – provident are behind with queries and will have resolution shortly.
Hmpfff
6 weeks now with FOS asking for File.
I’ve provided a lot of info (with prov in copy) to FOS
Has anyone had FOS make decision without Business File?
Andi says
Ha @Sara
30mins after this post – email from Provident.. (I can email you the two if you require)
Email was a template that was not completed, but there was a letter attached Not upholding the complaint.
The state 30 loans from 2006 to 2014, say’s that it was affordable, no problems with debt or consistent borrowing with others (errrm yeah cos it was with Prov)
Anyway – going to analyse the info provided a bit more and send to my assigned FOS person tonight. It’s only taken them since october.
AND still addressed the letter to the name of the deceased and not the name of the Administrator (Grrrr)
Jimbo says
Hmm…
I made my complaint to Provident almost 3 weeks ago now and I got a reply today telling me that they can’t find any reference to me using the information supplied.
I sent them 20 years of addresses and my last account ref. that I managed to dig out from an old email to them.
My last loan was less than 6 years ago and was only repaid 4 years ago (Step Change DMP) but I don’t have any of the paperwork :(
I’ve just re-sent the list of addresses and asked how long they keep customer information for because surely it can’t be less than 6 years can it?
Bit annoyed as the response from them basically said we can’t find you, tell us more within 2 weeks or we’ll close the complaint and we’ll resolve the issue within 30 days (despite me first making a complaint on the 1st of Feb).
Grrrr…
J
chris says
Got an email from the FOS this evening. Provident has agreed to refund all interest and charges for all my loans and add 8% stat interest. Also agreed to amend credit files and remove loans entirely from credit record. Got to say I am over the moon. This has come out of the blue and is better than I thought it would be. I only complained about some of the lending but it seems that Provident has taken the view that it simply needs to sort the situation out. The email from FOS says that the case is closed for them so I am assuming from this that pressure from them has brought about a change of heart. It has been difficult to calculate the amount but will repost when I know so that others can know. Thank you to Sara for running the forum and allowing all of us to share and support each other.
Shirley says
Do you mind if I ask when you first sent your claim in, and well done am chuffed for you all. Thanks
MnM says
Hi Shirley
I sent my complaint in late August 2019 to FOS after Provident had rejected it
chris says
Sent my initial complaint to Prov in June 2019. Rejected by them in September so went to FOS then.
MnM says
Hi Chris
I’ve just had the same, over the moon is an understatement. I didn’t know it had even been picked up by an adjudicator yet. It said that Provident has already started processing my refund so I’m going to ring them tomorrow.
Hope we receive our payments soon 😁
K. says
That’s great news 😊 things definitely seam to be moving a bit quicker 👍
Siobhan says
I’ve had my complaint upheld by an adjudicator with regards to provident. They needed to reply to FOS by 5/02, any idea on timescales? I originally sent my complaint to FOS in Jan 2019
Julie Coleman says
Hi Siobhan – 8 of my 13 loans were upheld by an adjudicator on 9 January and Provident had until 23 January to respond but of course they didn’t so my case is now waiting for an ombudsman to make the final decision. I have no idea how long this will take – I’m just hoping it’s not going to take as long as it took for my case to be assigned to an adjudicator at the start of my claim which was 14 months!
Siobhan says
Oh no, I was hoping it would be sorted quickly because it’s taken so long to get this far. Probably another year then!
Jackie says
I’m so happy, the FO emailed me today to say the loans I had previously with Provident are being refunded. They said they will refund the charges and interest and take anything negative off my credit file… does anyone know how long they get to process the refund? According to the FO, Provident said they’re already processing it.
Ross says
I also received an email yesterday saying i should get a refund and Provident have until 5th March to respond.
Not really expecting to hear back from them soon so it’ll go to the ombudsman. Hoping i’m wrong though… :)
Is it worth calling Provident themselves to see what they say?
MnM says
Hi Ross
Mine said that if I wasn’t happy with the FOS decision then I was to contact them by 5th March. Re check your email as mine said Provident has agreed to pay all interest back on all loans and 8% interest. I’ve called Provident this morning and it was difficult to get through to the internal FOS team. Eventually got through and they assured me they’ve upheld the complaint and now awaiting the team to work out how much is due. They said they’ll be in touch once this has been done.
Hope this helps
chris says
Same with me Ross. My email says that Prov will refund all interest and charges on all my loans and repair my credit file. The Ombudsman wouldn’t ask for anything extra. If your message says this, then I would just hang on and wait.
Ross says
Hi MnM,
thanks for this.:)
Just checked and they have pushed it back to Provident to see whether they agree or disagree.
“As you’ll see, I’ve given the business time to think about what I’ve said and reply to me. If
they agree, I’ll let you know – and explain what this means for your complaint.”
Just a case of waiting i guess.
Could you possibly pass on the phone number for provident. I’ll annoy them early next week. :0)
Thanks,
Ross
MnM says
H Ross
It was their main number 0800 096 6064 and then I went through option 2 then option 5 and asked to speak with the Internal FOS team (their terminology). Hope you get a response soon.
David Reid says
I rang yesterday and they told me there was some work on my complaint last week. They are apparently gathering information and thjey have put more resource onto this and I should hear back soon. They have not asked me for any further info. but should they need it as everything on file.
Andrew says
It doesn’t seem like Provident are dealing with cases in any kind of chronological order does it? I first complained to them in January 2019, I contacted the FOS in early May and although my complaint has been upheld they still haven’t yet made me an offer. I’m driving myself bananas checking my emails and this site all the time lol 😂🤣
MnM says
Hi Andrew
That’s not good. When did they uphold your complaint? I would make a point of ringing them weekly of its been a long time. Also depending on how long it’s been possibly worth letting your adjudicator know too. Hope you get sorted soon.
Andrew says
Hi MnM,
The FOS upheld my complaint on 29th Jan this year and sent me a copy of a letter they had issued to Provident. The letter advised Prov that the last 10 loans I had dating back to 2007 were unaffordable due to a pattern of lending that showed I’d become overly reliant on this forn of credit.
The letter instructed Provident to refund all interest and charges on the first 9 loans along with 8% stat interest. The 10th loan, the only one I defaulted on, was sold to Cabot Financial who had been chasing me for payment. Prov were instructed to either buy this debt back or settle with Cabot out of any redress I’m entitled to. The rest they said, should come back to me. They said that Provident had until 10th Feb to contact me and make an offer which they didn’t.
I know my case is being worked on because Cabot have told me that Provident emailed them asking for the balance on the debt they’d purchased. This was on 4th Feb however, so I just dont understand why I’ve not been made an offer yet, when my case was being worked over two and a half weeks ago. Surely if they get to someone’s case and start it they should finish it?
I’m really glad a lot of people seem to be getting payments, its really heart warming because I’ve got to know a few dueing this peocess. However quite a few seem to have put in claims a lot more recently than me so I’m just getting a bit frustrated that I’ve had no contact from Prov yet thats all 🤨
MnM says
Hi Andrew
On the bottom of the email I had from the FOS it said if you haven’t heard anything from Provident after 4 weeks then to contact Provident directly. I’d like to think yours will be through any day. Can it be that you will just receive a cheque in the post? I’ve not fully kept up with this thread so I don’t really know Provident history of paying out. I’m not holding out for a quick payment as I do think I’ll have to wait a while now. Just pleased that it’s been upheld.
K. says
Sorry to hear this Andrew and your right there does not seam to be any order in which they do things. All I would say is keep on at them direct ask for an explanation why they are dragging there heals with your complaint especially as the FOS has decided in your favour. Hope you hear soon as I know only to well the anxiety and the checking of your emails can drive you crazy.
Andrew says
Thanks K, your positive vibes have kept me going lol 😃. Hope you get your cheque soon and that you enjoy your hols..if there’s a random suitcase on your drive when you leave, just pop it in the back of your car, it’ll me trying to get away from the Provident fiasco and get a free holiday 😝🤪
Gemma says
Hi I asked for my SAR from provident and they emailed me through to log in and find a message that that do not hold no sar details for me! Even though I still have about 5 loans on my credit report! Anybody else has had this is this going to be a nightmare?
Sara (Debt Camel) says
before you asked for the SAR, have Provident said they cannot find any details about you?
Gemma says
No I did ask when I put in my complaint for the list of loans and interest paid but obviously not received anything as yet other then automated emails saying we have another 28 days to reply to your complaint.
Lynette says
Hi, I began my complaint with provident in July 2018 and sent to fos in September 2018. I had 52 loans over 12 or so years ( can only go back to 2007 ). Finally have had a phonecall from an adjudicator to say that my complaint is being looked into, sounded promising but I’m not getting my hopes up, so grateful for stumbling over this site. I’ve been following all the comments and progress. So pleased it may soon be over. Put a complaint in about 37 shopacheck/morses loans also, they have til next week or it’ll be off to fos aswell.
kimberley says
Hi Sara do u sent the letter of complaint to provident them selfs