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?
Liz says
Hi guys
Just heard from fos that they agree with my claim against provident n I should be paid back for loans 2-16. Was just wondering how to work out the refund when provident decide to get there act together. I know it’s worked out on the interest you paid in the loans but I’ve not got all the details on how much interest I paid. Any ideas where I could get the info from?
Good luck to all those that are still waiting.
Andrew says
Hi Liz, your adjudicator at FOS should have received the figures off Prov for the 15 loans, otherwise he/she wouldn’t have been able to make an informed judgement in the first place. You could maybe ring your adjudicator and ask for a ‘ball park figure’ and say that if Prov were to make you an offer you’re worried you could accept something far lower than you are entitled to? Either way, 15 loans sounds like it could potentially be a 5 figure sum depending on the amount of money each loan was for and how long ago they were taken out. Good luck anyway 😃👍
K. says
I agree Andrew, when I got my decision email from the FOS there was an attachment which showed the response my adjudicator made to Provident. In this it stated the loans I was to be refunded and showed the interest I paid on each loan. I also new how much interest I paid on the loans as I had requested a DSAR from Provident which they did send with in a few weeks.
Although my journey is over I do like to come onto this site to see how everyone is doing and if there is any help I can give. Good luck and here’s hoping Provident are writing cheques today :)
Liz says
Hi great thanks for your reply. I’ve checked my email from the ombudsman and it doesn’t say the interest that was paid only how much a week and how many weeks the loan was over. I’ve contacted the ombudsman and asked if she knows a ball park figure in case prov make an offer.
Sara (Debt Camel) says
If provident make you an offer, you can ask for a list of all your loans with the amount of interest they paid on each.
K. says
Hi Liz the I had given the adjudicator at the FOS a copy of the DSAR that I got from Provident so he used that to respond to Provident.
I would advise anyone else starting their claim to ask for this from Provident and then send to FOS after the 8 weeks if no response.
Andrew says
Hi K, I’m still waiting for my offer or a cheque out of the blue yonder 🙄. I went back over some of the older comments earlier and found a Provident email address that Kym gave you last month. A chap named Joe Sweeney? I don’t know if you recall it but I think you said you’d emailed him, just wondered if he responded to you because it seemed to me that you got your cheque pretty soon after that. Could it be he had something to do with it? Anyway I’ve just emailed him so I’m hoping he will help get things moving again 🤞
Rachel says
No I went straight to provident.
Andrew says
Hi Rachel, you need to forward your complaint to FOS. You’ll be put in a queue for an adjudicator to make a decision about your claim. If they find the loans you had were unaffordable they’ll write to Provident and instruct them what to do in regards to repaying you. There’s a lengthy waiting process though so I’d get started sooner rather than later 😀👍.
K. says
Hi Andrew when I sent my email I was told it would be forwarded to Tom Jeffrey who is the head of customer care. I did not hear back direct from him by email but when I called on the numerous times I did ask to speak to someone on his team. Hope this helps. :) I told them how the continuous feeling of being ignored was having a great impact on my daily life. Hope this helps :)
Andrew says
Oh heck K, I thought I’d made a breakthrough, I was actually happily surprised when Joe Sweeney quickly emailed me back and said he’d forwarded my email to their head of complaints Tom Jeffrey. I should have know it was too good to be true, another lady named Natalie has just told me exactly the same thing as you have too 🙄. So much for the guy I telephoned on Monday who told me my claim would be sorted within the week. Unless they work Saturday, which I doubt, there looks to be little prospect of that happening now, just another broken promise, just another Provident lie 😒
K. says
Please don’t get disheartened Andrew you are doing all the right things 👍 keep ringing and hopefully you will get your good news soon 🤞🏻They can’t ignore you forever 🤦🏻♀️
K. says
Also Provident record their calls highlight to them that you were told it was sorted this week and they are giving you false information 😞
Natalie says
Hi – I too sent an email to Jo Sweeney and didn’t’ get an instant response until after my second email to him.
I then received what sounds like a similar forwarding on to Tim Jeffrey, I am no farther forward on the face of it but I am trying to think proactively and badger and remind whomever I can.
Andrew says
Hi Natalie, I did get a reply from Joe Sweeney within an hour or two so I felt a bit more positive. Unfortunately now I’ve read your post I don’t because he said he was forwarding my email to their head of complaints Tim Jeffrey. I guess I’m just being given the runaround as per usual then 🙄
Paul Wakeman says
Hi all. I’ve just rung Provident and asked for an update on my complaint as they were meant to reply to Adjudicator by 12 February. Spoke to a call handler who then allegedly went and spoke with Neil on the FOS team. I was then informed that my case had not been looked at as they were snowed under and the staff on the FOS team were working in date order. Informed the call handler that he actually hadn’t told me anything and I would like to know what date the staff on the FOS team were working on. He then asked what I meant! Informed him that if the staff were working in date order they should be able to say for example 01 Feb, 02 Feb, 03 Feb etc so off he went to speak to Neil again! We then conveniently got cut off so I rang back and luckily managed to speak with a colleague who could see the guy I was talking to previously. He then came back on the phone and advised me that they couldn’t give me a date as each member of the FOS team is working on different dates and some cases take longer than others. He then advised me that Neil had stated if I went back to the Adjudicator and asked for an Ombudsman to look at the case, whilst legally binding, it wouldn’t be fair for the FOS to make a decision whilst Provident had not had time to look at the case. Part 1 of 2
Paul Wakeman says
Part 2 of 2. Advised them that’s exactly what I would now be asking for as the original decision was made on 29 January so in my opinion that was more than enough time especially if the roles were reversed I’d be being chased every day. Phone call ended there so now I’m in the process of emailing my Adjudicator but I will be copying in the two names mentioned on here to see if I get any response. Good Luck to everyone else still waiting/trying. I’ll keep you updated if I get a response from anyone at Provident.
Just had a look on Linked In. Head of Customer Care (Complaints and Vulnerable Customer support) is Tom Jeffery. EMail is Tom.Jeffery@provident.co.uk
I’ve just copied him and Joe Sweeney into my email to the Adjudicator so let’s see if they reply 🤔
Andrea (lol) says
Well done Paul, brilliant in fact, I’m glad someone else is giving them some aggro and that it’s not just me. My decision was made on the 27th, yours the 29th, they had to respond to me by the 10th and you by the 12th so we’re very close timeline wise. I just dont understand why our cases are being held back though because I don’t think mine is going to be an excessive amount that pushes them into administration, far from it in fact. I’ve talked to some really nice girls on here who started their claims far later than us but have got sorted out, offers have been made or money paid. I’m really glad for each and every one of them because they are all mint but I still can’t fathom why it just seems to be us two who are being really messed about week on week, month on month 🤔😔. I think Andrew may have to morph into Andrea to get anywhere with Prov 🤣
Paul Wakeman says
My claim goes back to 2008 and with 8% interest etc it will be just over 20K so certainly not going to break them. I have no idea why they’re taking so long especially as I did a complaint for my partner in May 19 and she received her cheque in January! Good luck and I’ll keep you updated if I get a reply from anyone.
Andrew says
Hi Paul, I remember mention of this Neil a few times when I’ve called Provident in the past. I never seem to manage to speak to him though, I’m always put on hold while the claim handler person I’m talking to, talks to him and then relays a message back to me. I have to say I do think that Provident are starting to circle the wagons in regard to paying out large sums of money, I can’t see how they will be able to do this indefinitely and survive. Therefore I think Neil’s team are him and two or three others maximum, that’s why it’s taking forever to get a result. Anyway, if I have any news I’ll let you know 😃👍
Paul Wakeman says
I have managed to speak to Neil once so far and I will admit, he is quite pleasant to talk with and even advised me to call him once a week (yesterday was my 2nd weekly call). I’m sure Sara will correct me but looking at the financial reports etc for Provident and the fact numerous other lenders have gone bust I don’t think there is any risk at present of them going the same way.
Now, to give credit where it’s due, I received the following at 2240 last night:
“Good Evening Paul,
I’m sorry that you’ve had to chase for the outcome to your complaint – you can see from your activity on Debt Camel that many customers want their case prioritising; the team (despite your experience) are working hard to work through the backlogs.
I’ve asked my team to look at this first thing Monday – I will then send you an update Monday afternoon.
If it’s easier for you then please provide me with a contact number and I’ll give you a ring.
Regards, Tom.”
Paul Wakeman says
Just to add to my previous comment. The email reply I received is in response to an email that I sent my Adjudicator formally requesting my case go in to a queue for an Ombudsman. Being ex military I was blunt but polite and copied in the 2 individuals from Provident in to that email and that was the reply I received.
Andrew says
Well that sounds extremely promising Paul, particularly as he’s asked for your contact number. It could be you’ll finally be getting an offer on Monday afternoon. It will be very interesting to hear his explanation as to why its taken so long, particularly as the progression of your case is so close, time wise, to my own. Please give us an update as soon as you can afterwards 😃👍
niel says
Just had a decision from adjudicator at FOS advising they shouldn’t have given me loans from 6 onwards, I had 20 loans altogether from 2009 to 2013. They have given Provident 2 weeks to reply, looking at the comments I’m not hopeful that they will but fingers crossed.
Andrew says
Hi Niel, I hope you get a swift and speedy response, if your case is fairly uncomplicated you may well get a quick payment. Don’t be disheartened by what you read in the comments, some of us have initially been told we’d get nothing but FOS have overturned Provident’s decision, thats why some of us have had to wait a lot longer than usual 👍😃👍
niel says
Hi Andrew, thank you :) Provident did initially turn me down flat, I’ve asked the adjudicator for details of the 20 loans she’s looked at as I don’t have all the information even though I’ve asked Provident for it several times. I have details of the last 10 loans from 2011 to 2013 where I borrowed £7000 :( I’ll keep my fingers crossed for a quick outcome.
Natalie says
Hi Andrew,
I’m sorry please stay upbeat.. I was the same the email gave me a positive spin on the whole thing that perhaps Mr Sweeney would be all ears and I did berate him for his companies complete disregard to my duty of care as a customer – and how the current treatment of mine and 1000’s of others was just not on. I suggested that instead of sending me marketing loan offers STILL after all the years and texts perhaps spend the money in the complaints department ? I am going to be adding Mr Jeffrey to my email list and keep pushing for some sort of resolution – This site does give tremendous support and reading all the posts is such a good network and gage to how and where I should be in this process – Keep positive Nat x
Andrew says
Hi Nat,
I was just kidding you around, you didn’t ruin my day or anything lol. I am so used to chasing them that it caught me a bit unawares to get any sort of positive reply and to be honest I kind of knew it was too good to be true. I love that you took him to task about the marketing, to this day I still get little purple and white envelopes in the post asking if I’d like a Provident representative to call 🙄. I agree that this site is very supportive, kind of like family after a while.
Vicki Runton says
Hi All, just had my decision from FOS re Provident; they have found in my favour on loans 5-7 in this instance. FOS had the case since April 2019.
I had 9 loans in total with them.
The borrowing gradually increased over this period.
Provident has been given until the 19th March to respond or provide further evidence.
Am I to expect a further drawn out period before hearing about any potential settlement (that’s unless they go bust)?
I’m worried.. I’ve had such a rubbish year..just want things to be settled..trying to stay hopeful…
Julie Coleman says
Hi Vicki
I wouldn’t get your hopes up! – adjudicator ruled in my favour for 8 loans back on 9 January and gave Provident until the 23rd to respond but of course they didn’t so claim has been sat in a queue for an ombudsman to make the final decision! Six weeks and counting – maybe you’ll get lucky!
Andrew says
Hi Vicki, you may well get a quick payout as it involves just the 3 loans, if FOS had upheld all 9 you would probably have been in for a long old slog. I have a feeling that Provident have been doing the simpler cases first and pushing the bigger or more complex cases to the back of the queue. As a result a lot of people who are new to this forum appear and then get sorted out really quickly with a cheque leaving others gnashing their teeth in frustration (yes I’m one of the teeth gnashers lol). Hopefully you wont have to wait too long though, there’s no reason to believe you wont get sorted out quite quickly. 🤞
Sue says
Hi the FOS emailed me on the 20th Feb to say Provident are processing a refund of all interest paid. I have phoned them twice to ask when the cheque will arrive but they tell me I’m in aback log. I’ve emailed them twice with no response. It’s causing me more worry! Can anyone tell me how long they had to wait for the cheque to arrive?
Andrew says
I know that K. has had a cheque and she will pick up on this post and let you know 😃👍
Sue says
Great thank you 👍
Gail l says
They are supposed to pay within 28 days. I got mine before the 28 days were up
K. says
Hi Sue it was a total of 2 weeks from my adjudicator emailing Provident with there decision until I received my cheque. From reading from others on here I have been very lucky. I had sent the DSAR which provident provided, to the adjudicator which they used in their response to Prov. I did ring a lot and insisted on speaking to the relevant people. Fingers crossed you and others including Andrew, Paul, Julie all get your cheques soon 🤞🏻
MnM says
Hi Sue,
I got an email on the 20th too from the FOS to say they’ve upheld my claim and Provident has already started processing it. 2 phone calls to Provident and none the wiser when I will get my cheque. Second phone call I spoke with a guy called Neil and he was very helpful in working out what I should get (roughly) and said to give them the 4 weeks as they’ve such a backlog. I know that doesn’t help much when you’re waiting for the money as I am but I don’t think there is really much that can be done to speed things up.
Hope our cheques arrive soon 🤞
Andrew says
Hi MnM,
It sounds like you are making some really good progress now, especially as you’ve even got to speak to the mercurial Neil who thus far managed to avoid me like the plague😃 Do you think that by ‘give them the 4 weeks’ he means that they now need yet a further month to write a cheque because there’s a queue for that as well? If so then what an absolutely disgraceful and disorganised shower Provident are. I mean surely it makes more sense to take a case ‘from cradle to grave’, by working out the claim, making an offer, then writing a queue, popping it in to an envelope then moving on to the next case? I really am so pleased for those on here who have got paid or are awaiting a payment but the lack of movement in my own case means my own patience with Provident is wearing very thin. If I don’t wake up to an offer in the morning, as I was promised last Monday, I am going to ring them up and totally rip into them because I’m just so fed up of with the constant excuses and of being blatently lied to as well. Still, we’ll wait and see what tomorrow brings 🙄.
Sue says
Thanks everyone. I’ve phoned again today and I’m still in a back log.
I have emailed Tom Jeffery to ask for a response as this is causing more stress!
chris says
Got the same email on the same day. Fingers crossed for a speedy payout.
Joe says
Just come across your website…wow didnt realise with Provi.
Anyway I complained in 2018, Provi rejected so I sent to FOS. This week FOS replied saying they had upheld 32 of my old loans. At its peak for 4 or 5 years I was paying £120 a week.
I have no idea how much as I had asked for SAR which I never received.
Anyone think Provi will reject FOS from there own experience?
K. says
Hi Joe they don’t seem to reject alot of FOS decisions it’s the fact they are really slow in replying and complying with the decision that is the real issue at the moment 😞
Gemma says
Sara can you please tell me weather I need to send a separate complaint to provident for Greenwood’s as I had them both running along each other ? Or where I have already put in to provident that they will both be picked up together?
Sara (Debt Camel) says
hard to guess. I suggest you email provident and say you also want them to consider your Greenwoods borrowing.
Sarah says
Hi Sara,
I had a letter back from Morses to say that they won’t even look at my case as my loans were in 2009 and 2010 and that I should have known before now that I could complain. I genuinely had no idea before I found your site that it was even possible, so I find this a little unfair. They have said in their letter that I can refer it to the ombudsman, but is there any point if Morses won’t even look at it?
I’m now worried that Provident will say the same for my loans with them and Greenwoods as they were all around that time too, but for a lot longer. If I don’t get any luck then that’s fine as I’ve got out the cycle now, but feel that Morses have just washed their hands of my case.
Thanks :)
Sara (Debt Camel) says
The Ombudsman WILL look at loans over 6 years old.
Paul Wakeman says
Following on from my rather blunt email to the Adjudicator on Friday evening I’ve today received a reply informing me that as Provident have not responded to their decision my case is now going to be reviewed by an Ombudsman. I’ve replied to Tom Jeffery providing contact information as well so I’m guessing it’s just a waiting game now.
Andrew says
Hi Paul,
It’s just a shame that FOS bought into all of Provident’s insincere BS about needing additional time to get their ‘house in order’ to begin with otherwise you would have been in the queue for an Ombudsman’s decision for almost a month now.
I hope they are working hard on your case this morning and that guy who promised to call you does so. Personally, given their penchant for throwing up lies like confetti, I remain very sceptical but I do hope I’m wrong on this one.
Kim Hall says
My original complaint was sent to Provident as early as 23.10.2019
It has gone way past their 28 days and 56 days guide.
I was told last week all the paperwork was to hand and that the case had been assigned to a Case Handler
I call this week to see if anything has happened and I am told that it is being check to see if all the paperwork has been received.
Its incredibly frusting I sent the file to FOS at the same time but its not reached case handler stage.
How long does it usually take to get an offer.
I am worried as on the telephone Provident have said that they have changed the way they are dealing with complaints!
Roly says
Hi Kim, I started my complaint with Provident in January 2019. They will delay sending their final response, in the hope people don’t go to ombudsman, but you have sent to FOS already, so that is good. An adjudicator finally gave his decision on my Provident complaint a few weeks ago, and I am currently in negotiations with Provident to make settlement. If we can’t agree the I will have to go back in the queue to go to an ombudsman, which may take a number of months as the queues are long. FOS can take ages to even pick up a case, I have complaints started at the same time as my Provident one that still don’t have an adjudicator. I’m afraid it is just a case of being patient. Good luck x
Kim Hall says
Thanks Roly indeed it is a long process. I did call FOS as I have a claim in with RBS started last year where they made an offer and then withdrew it before payment was due. I called FOS to see where I was in the queue last week and I am told its near being assigned to a Case Worker but they have told me that a couple of times. As I had a Wonga Claim that started off at £685 and I received £29 I am keen that the Provident dont go down the same route with little to no money in the kitty at the end of the day. I did send an email to Joe Sweeney and Tom Jeffery to see if I could make some impact with it but had a generic complaint email receipt saying if I was unhappy with the delay refer it to the FOS which I have already done. I did a couple of years ago report Provident for being shambolic with their collection agents and admin and received a £100.00 cheque and an apology within 28 days!! Gone are those days. Thanks for the response though. Good luck too xx
Dan says
Hi, my complaint has been with the FOS since november 2018. And still haven’t heard anything. I’ve rang a few times for an update and just get told it’s in a pile. Has anyone else been waiting this long for the FOS to assign an adjudicator? And can anyone give any advice.
Thank you
Roly says
that does seem very long – even for a provident claim. Have no advice I’m afraid, other than bombard them with calls and emails until someone picks it up
Joe says
Can i ask Roly, the FOS made a descion last week and wrote to me and Provident upholding. Anyway do Provident contact me directly to negoatie or do I chase them up. FoS have given Provident until 16tj to respond?
Roly says
Hi Joe, Provident will probably contact you, but it probably wouldn’t hurt for you to email Joe Sweeney and Tom Jeffery, I believe their emails are somewhere in the posts, if you’ve not heard anything. It would seem that the more vocal you are, and the more of a pest you make of yourself that they are to look at your case!
Julie Coleman says
Hi Dan
My complaint went to FOS on 8/11/18 – adjudicator ruled in my favour for 8 loans on 9/1/20 and gave Provident until 23/1/20 to respond. They didn’t respond so complaint is now sat in yet another queue for an ombudsman to make the final decision. I have no idea how long this will take – it will be 7 weeks on Thursday and still heard nothing!!
Andrew says
Hi Paul,
Further update. Called Prov this morning and spoke to the most contemptuous woman imaginable. She flat refused to let me speak to the internal complaints team, said there was a note on the system saying I’d been told last week that they would be in touch when they had resolved the matter. I argued the toss so she put me on hold and pretended to speak to the complaints team when hurried my protests off and came as close to hanging up on me as she dared. I rang Cabot Financial who they were supposed to be settling my debt with, Cabot hadn’t heard from them so it proves what a buch of liars Prov are.
I then emailed FOS an wrote War & Peace Vol 2 in the process, asked to be put on to the Ombudsman list and copied in Messrs Sweeney and Jeffrey for good measure. I wouldn’t imagine my missive will make very good lunch time reading and it certainly wasn’t very complimentary about Bond villainess Rosa Klebb who was so uncooperative on the telephone this morning either. I don’t know how much good it will do but I think I have very little options left to me right now.
Louise Bates says
Hi, I wonder if someone could give me some advice please. The 8 week deadline for provident was up today. I have recieved what I assume is the standard email stating that the have been unable to resole my complaint. I intend to take my complaint to FOS but have a couple of questions about their online form: What date should I put as I have been having loans from provident for years and do I need to send all my bank statements as I only have as far back as 2013. Is there any other supporting information I should send. Thanks Louise
Roly says
I put the date of the first loan on all my complaints, and the more statements (especially those from when you first took out the loans) you can send the better. Other than that, they don’t need anything else and if they decided they do, they will let you know.
Louise Bates says
Hi, thanks for your reply. I have had loans with provident dating back to the 80’s so have no idea of the date of my first loan. I only have bank statements dating back to 2013 as I changed my bank account at that time. Provident haven’t provided me with any details of my loans so I’m a bit confused as to what to do
Sara (Debt Camel) says
you will not be able to get a refund for any loans before April 2007.
You can say you started borrowing in the 80s but understand complaints can only be considered after April 2007.
Paul Wakeman says
1 OF 2. Sorry to hear that Andrew. Hopefully your EMail will get picked up and someone will be in touch with you accordingly. To give you an update with regards to my case I had a missed call this morning from Neil at 1150 so I rang back after finishing work approximately an hour ago. The call was quite lengthy but both of us were pleasant enough and obviously we both had figures/ideas in our head of what we were prepared to accept/offer. Adjudicator at FOS originally ruled that Loans 5-24 should be refunded to me and any outstanding balances removed along with any negative information on my Credit file. Offer that came back from Provident was loans 12-24 (Loans 5-11 were quite small amounts less Loan 9) so I stated that I would accept Loans 12-24 but only if Loan 9 was included as well. Neil asked if he could ring me back after working out figures etc and about 20mins ago he rang me back and accepted my counter offer.
Paul Wakeman says
2 OF 2. As a result the total refund coming to me is £16,849.08 and my outstanding balance has been removed & my credit file will be amended. Whilst this is a bit lower than what I had calculated it means after 15months I can bring this case to a close. I was informed that hopefully the cheque could be obtained for me this afternoon but if not it would be Wednesday which means I should have it by the end of this week. I’ve never been one to believe in who shouts the loudest to get a result but in this case it seems to have worked. Good Luck with yours and I hope you get a positive outcome.
K. says
Amazing Paul wonderful news so pleased for you 😁 definitely need to be on to them and making a lot of noise definitely helped me. Andrew your next will be watching for your email 🤞🏻
MnM says
Paul, that’s great news, well done! 👏👏
I wish they was writing my cheque this afternoon too. I rang them this morning but I’m still in the backlog along with many others.
Look forward to hearing your update that the cheques arrived 👍
Amanda Eilertsen says
Well I’m not holding my breath .provident said in there final response letter that they couldn’t help ..I have gone to fos .but If provident said no how can fos over rule it ??. That’s what I don’t really understand.? .
Andrew says
Haha K, I will be delighted to send that email believe me, though people may be communicating telepathically and driving around in hover cars before they get around to me 😂🤣 Thanks, as ever, for your encouragement and positive vibes though lady, it means a lot 🍀😃👍x
Andrew says
Hey Paul that is brilliant, so pleased for you, it’s very well deserved for all your efforts. It does sound like a very reasonable amount to pick up and at least it saves you waiting another six or seven months for an Ombudsman’s decision.
Thanks for the good luck wishes, for my part I fully expect to be here in another 6 months still complaining bitterly lol, I did get a notification that told me one Tom Jeffrey had taken a peak at my profile on Linked In about 30 mins after I’d sent my email this afternoon. Whether that is a good sign or not remains to be seen though, I’ve had to many false dawns before so I don’t get very animated with anything that lot do.
Still, I will keep putting updates on here as and when they happen so please check in from time to time, always good to hear from a fellow sufferer lol 😃
Paul Wakeman says
Thanks everyone for your comments. Andrew, Hang on in there and things will come to fruition hopefully. As I’ve previously mentioned, I was blunt but polite in my emails so hopefully you’ll have some success shortly as a result of yours. Of course I’ll still be coming back here to check in as I’ve still got complaints in against BrightHouse, Simply Be, JD Williams etc but this was the last payday loan complaint I had. MnM, from what I was told this afternoon there are 2 cheque runs per week on Mondays and Wednesdays so hopefully you’ll receive yours soon. And finally Sara, Thank You for all of your advice and help; not only on this thread but all of the others. When the cheque clears I will be making a donation to our local food bank if okay as they are struggling considerably at present. Thanks once again
Andrew says
Hi Paul, thanks for your encouragement 😃👍 Like you I will be on here for a while too, I also have a few more old scores to settle. Enjoy your money, grab a cruise (but not in Italy 😉) then check back for the latest episode of Provident Street ( or in my case Tailenders 🤣😂)
Paul Wakeman says
Amanda. Provident stated in their final response to me and I presume lots of others that there was nothing they were going to do. I think they do this just so people get disheartened and think that’s the end. You need to now get a complaint in to the FOS ASAP as you’ve now had your final response. FOS can overrule Provident as lots of people on here have experienced so the best advice I can give at the moment is get that complaint sent off.
K. says
Andrew love the humour you have despite the hassle and stress this process has thrown at you. Sending all the luck of the Irish to you ☘️ 😊
Andrew says
K, you are an Irish lass with money? Stop, that’s all my weaknesses in one sentence 🤣🤣 lol. As always you make me laugh when all seems lost. I’ll update you very shortly (I hope lol) x
Roly says
So pleased for you Paul. It is so good to see people getting results that they are happy with. Well done!
I have taken inspiration from you and sent a copy of the email I was sent by Neil Iveson the other day to my adjudicator and copied in Tom Jeffery and Joe Sweeney. I was polite but I pointed out how I had been made to feel quite uncomfortable by the way that the email seemed to be pressuring me to speak on the phone, when I had already made it clear that I would prefer to deal with things in writing.
I hope that all of us still waiting for Provident to sort our complaints out will be posting positive news like yours in the next few days. It has been a long and hard slog even to get this far!
Amanda Eilertsen says
I only sent mine to fos in February this year so no doubt it will be another 3 years before I hear anything.if anything at all lol
Andrew says
Hi Amanda, I don’t believe it will be 3 years or 2 years, not even 1. Everyone on this page is a collective group of people who have been wronged by the greed on financiers, money lenders, loan sharks, whatever you choose to call them. We all pull together, thanks to one person, Sara, and thanks to her knowledge and experience we are chipping away at an institution that has caused untold misery for thousands for decades. You are totally important to all of us and when I finally get a settlement, like all the others who have before me, I will check in here to make sure I see how things are going and share your good news (actually, the way things are going right now it may be the other way around 😉👍)
Sara (Debt Camel) says
I too don’t think it will be that long. Sometimes a FOS backlogs build-up against a lender when the lender digs in their heels and refuses to accept adjudicator decisions. That happened with Provident but they have paid out on a lot of these decisions now since end November. it has been a bit chaotic, but these mass settlements always are.
I’m not saying Provident will be sweetness & light from here on, but I doubt FOS is going to let the backlog build up again.
Roly says
Today’s update. Naturally, Provident disagrees with the adjudicator (who felt loans 3-30 should be refunded). Provident have offered to refund loans 18-30, plus 8% plus removal from credit file etc. This would make btwn £10 amd £15k difference to what they would have to pay if they go with adjudicator.
I have sent a succinct reply, turning it down, but making a counter offer of 5-30, 8% and credit file deletions. I would even be prepared to accept loans 10-30, if we could meet kind kf in the middle!
Obviously doing things via email is going to draw it out a bit, but we shall wait and see what comes back next!
Andrew says
Oh Roly!! The only person in the whole world I now want to see get sorted out with a cheque before me is you. Make sure it’s tomorrow then I wont feel guilty if I get paid the day after. Hang in there girl, otherwise I’ll have to keep on being your ‘Dad’ you for months to come yet and that may prove to be even worse than dealing with PPC (Probably Permanent Cretins) 😉x
Roly says
I so want you to get yours too! Am keeping everything crossed for us both. 🤞🤞🤞 Part of me does just want it over and done with – but I am not going to make it easy on them. They were the start of 11 years of financial misery for my partner and me, and I am not prepared to let them off the hook. They knew we were in an IVA and lent to us anyway.
Roly says
Have just re-read email, and realised he wasn’t saying 18-30, but last 18 loans, which is much closer to where I want him to go! But, I’ve also now asked for a breakdown of the interest, as his figures for loans 12-30 are about £6k different to mine, though I was working from what they sent me (they claimed they only had the initial agreements, and nothing more on the loans over 6 years old)
Roly says
And the saga continues! Provident will not consider my counter-offer but have not come back with an alternative, though they say they want to come to an agreement. Neil did send me the breakdown of the interest for the loans he wishes to refund me on, but not the other 12 loans before it, so have requested that (it wasn’t in my data access request, so I have been flying blind a little! I am hoping he will get back to me with the interest figures quickly, so I can work out which loan/s they are most trying to avoid paying out on, and then saying yes to the offer plus those!
Roly says
I am going through figures with a fine tooth comb and have already found discrepancies between what the FOS and myself have down as the principal on the loans and what Provident are trying to palm off on me in 3 of the loans in the 18 they have sent me the data for. Still waiting on the rest, but hopefully it won’t be long.
It is frustrating that the FOS don’t also list the interest paid in the table in their findings letter, so I’d have the figures to compare that, rather than just the principle, but it is making me wonder how many more of the loans are down incorrectly, and therefore the interest paid figures are wrong.
Have asked adjudicator if he could go through what he has as regards the interest paid, fingers crossed they won’t take a lifetime to do it.
Roly says
Have decided this is taking up too much of my time, and I can’t seem to concentrate on anything else (and I have a lot to do), so have gone back with my final offer, of the 18 they are happy to pay, plus loans 8,9 and 10. If he doesn’t go for that, then it is the ombudsmans queue for me!
Amanda Eilertsen says
Don’t blame you roly .takes over your life surprised I haven’t got the sack from work on my phone 24/7 lol
Roly says
It’s so exhausting, isn’t it?! The constant leap of the heart when you see there’s a new email, or the racing heart when an unknown number calls. I have enough issues with anxiety on a normal day – right now I am a jibbering wreck! Really hope that yours gets sorted soon, so we can stop jumping at our own shadows! :-D
Roly says
Today’s update… Neil has come back and agrees that it is strange that FOS and me have different figures to him. Has said he’ll send the statements/agreements over if I want them (given I requested them when all this began it is about time!)
He has also asked for a little time to consider my offer. I have given him until Friday, when I will get into the ombudsman queue. Feel like we may be getting there, so 🤞🤞🤞
Andi says
Just a reminder for people who are working out their Offers / figures.
When you deduct the tax element remember it is ONLY to be deducted from the total of the Statutory Interest NOT the full figure.
I’ve seen a couple of people who have posted on other forums whom have accepted a low offer from Provident they worked the VAT deduction wrong.
It is a significant difference. For instance
You have loans from 2010 to 2015.
Total charges = 11,100
Stat interest = 5804
Total = 16,904 less Vat (3,380.80) = 13,523
Where it should be:
11,100 + (5804 less Vat of 1,160.80 = 4643.20)
Total repay: 15,743
Amanda Eilertsen says
Anybody received any cheques today ???
Andrew says
Not me Amanda, Provident wont even talk to me on the phone so I think a cheque from them is a bit much to expect at the moment. In fact, come to think of it, it doesn’t appear that FOS are talking to me either. I’m still waiting on an email confirming that I’ve been put in the queue for an Ombudsman’s decision. I think I must have been really bad in a past life lol. What did I do? Was it something I said? 🤣😂🤣
Amanda Eilertsen says
I phoned them last night the fos just to check if there received my complaint .the lady was nice and said yes but a big back log .so think it will be a long wait for me .but considering I never knew about claiming back interest..just gonna wait my turn
Jim C says
Afternoon All,
I started my Complaint with Provident on the 3rd of February 2020, so far I have received two generic response emails stating that they hope to have my complaint looked at within the set 8 week period ( Although I very much doubt this is true from reading this thread).
Today I phoned them for an update, got through to a very polite gentleman called Raf and was told, I am on day 37 of 56, they have collated all my information but not assigned my case to anyone and that they are very busy with a back log and it would probably exceed the 56 day time frame.
With this in mind I have asked them for a DSAR so I can have a go at working out what I am owed after having loans constantly for the last 7 years. Figured it would give me a head start when I need to go to the FOS.
Once I have this information from them, how do I work out what I should be owed from them, is it the interest payments that have been made on the loans? Thanks
Andrew says
Hi Jim, yes its the interest on each upheld loan going back to 2007 (but not before) plus 8% simple interest.
Andrew says
Yeh!! The elusive Neil has finally been in touch, he had apparently emailed me last night but at my works email address, I did have to pick today of all days to have off didn’t I? lol 🙄. I’m getting a little under £4K and my Cabot debt settled which was in excess of £1K so I feel I’ve had a bit of a result. It gives me enough to clear my credit file, get the substantial repairs needed to get my car through its MOT and I’ll still have some wonga in the bank afterwards. I’m told the cheque will be on its merry way this week so I’m feeling really chilled this afternoon😃😃😃. Now it’s just fingers crossed for Amanda and the others who are still waiting to hear.
Amanda Eilertsen says
Excellent news Andrew ..spend it wisely lol .they seem to be moving a bit more swiftly I think now
Andrew says
Thanks Amanda, yes I think Provident are finally picking up a bit of momentum. If things stall for you after the adjudicator stage and they over run the adjudicators deadline you could do worse than to email Tom Jeffrey. I copied him into an email as Paul had done before me and we were both sorted very quickly after that so he’s obviously the ‘go to guy’.😉👍
Roly says
Fantastic news Andrew! I am so pleased for you. That is brilliant – enjoy a good meal out and the feeling of having funds in the bank. :-)
MnM says
That’s great news Andrew so pleased it’s finally sorted. I too got an email last night saying my cheque will be with me this week too 😁 I did email them earlier in the day and cc’ed in Tom Jeffery.
Andrew says
Brilliant MnM, get the cheque, kiss it, bank it and then make sure you come back and say hi from time to time 😉👍
K. says
Wow amazing news 😁 glad you can finally put this whole fiasco behind you 👍 enjoy the money Andrew you deserve it after all the stress, your story like others here are a good reference for all others still chasing or starting their journey with this aweful company. Keep us updated when your cheque is resting comfortably in your account 👏 good luck to all others waiting 🤞🏻
Andrew says
It is hard to write this but I must and I will. I’m so happy ‘Special K’ x, I really am, I will miss you soooo much 😧. Yes I’m really really relieved it’s almost over and I’ve been given enough to turn things around, I’m very thrifty and I have been awarded enough to do everything I wanted to do, and then some. Being pursued by Cabot was my main worry, I wasn’t even going to go to the Ombudsman until I Googled it because they were pressurising me for payment. I came upon this site by chance, didn’t realise I could claim anything after Provident threw my claim out. However I can’t believe I’m saying this but I’m very sad too because after 12 years on social media, fb, Instragram etc, I’ve never met a more lovely or sincere collection of people. I’ve loved every minute of nagging and complaining at everyone. I’ve even gained a surrogate daughter, yes Roly, that IS you 😃. We are always lead to believe those with the squeaky clean credit files are the good guys and gals, nope, the people they exploit, family people, the honest people, low on cash but big hearted, they are the people I want to know.. Otherwise I’m going after Ferratum next so would be lovely to see some of you there 😃😃👍
K. says
😊 I agree Andrew the people on this site have been amazing 👍 I think because we all know what it’s like and how the stress can sometimes get you down. I definitely felt better after coming on here and reading everyone’s story. Especially reading your funny comments really made me laugh at times 😂 even though my claim is settled I still like to pop on here to see if I can help anyone else, do let us know when the postman delivers your cheque 🙌
Andrew says
Hi K, well after I quite literally threw my teddy out of the pram because I couldn’t get hold of the mythical Neil he has been in touch a couple of times. This morning he emailed me to say he would be sending out my cheque tomorrow so I expect it will come Saturday morning and I’ll be able to bank it then. Glad I made you laugh, I probably didn’t intend to be funny at all but was being my usual manic, idiotic self lol. I will still come on this site to support others and share their good news 😉
Roly says
It is a great and supportive place to be. Am honored to have gained a Dad, and so many cheerleaders here. Ferratum were pretty good, so good luck chasing them down – certainly much simpler than provident have been lol. Keep us posted on how things are going xxx
Andrew says
Hi Roly, thats good to know about Ferratum, did you have to go through FOS with them or did they deal with you directly? Did they take ages because I’m submitting my complaint later today, just want an idea about how long they made you wait. Yes I do enjoy being Dad to you lol x
Roly says
They gave us an offer within 6 weeks and the money was with us within a week or so after that. By far the easiest we had to deal with, Dad. Hope yours goes as well!
Andrew says
Thanks Roly I will 😃😃.
I’m still going to look in on you and ‘dad’ you as you call it though lol. I really hope you don’t have much longer to wait, I think it was the waiting and the uncertainty that was the worst part for me. I still have some unfinished business with a couple more lenders on this site anyway so I’ll be still be knocking about on here for some months yet 😃👍x
Roly says
Hopefully won’t be too long now – fingers crossed it will be sorted tonight or tomorrow – but if it isn’t, at least I won’t be fretting over it all the time if I know I’ve got ages to wait in the ombudsman queue!! I appreciate your stopping by to Dad me :-D I’ve still got another couple to go too – the dreaded Everyday and 118118! Good luck with your others, Andrew, enjoy having a car that runs properly, and knowing that you don’t have to deal with provident ever again!
Roly says
I’ve been copying him and thingy Sweeney in on most of my emails, so they are aware. I think we may be close to getting an accord, but if Neil won’t agree to what I proposed today then I’ll go to ombudsman. I feel I’ve been fair, given adjudicator said 27 out of 30 loans and I have suggested 21. I just want to stop having to think about it all right now as I have so much to do and can’t focus on any of it!
David says
Well done guys for your recent victories, I’m hopeful provident are now turning a corner and getting things finally sorted!! I have been in contact again with prov this afternoon to try and get our ball rolling a little quicker, they’ve promised my existing case handler will contact me tomorrow. I’ve put to them although both my case and that of my wife are now in fos queue, I’m pushing for a possible resolution without lengthy fos involvement.. I messaged Mr Sweeney, however as of yet no acknowledgement.
Andrew says
Thanks David, it seemed a long old slog but its been worth it in the end 😃. If you want to email someone Tom Jeffrey is definitely your man, Joe Sweeney I think is in another department and just seems to forward any emails he receives on to him anyway. Tom is the chief honcho of the complaints department and does seem a reasonable person to deal with. After I’d copied him into an email to FOS he viewed my profile on Linked In so I sort of knew things were beginning to move a bit then. The following day they were on the phone wanting to settle so I think a polite but firm email to him may well speed things up for you and your wife. Heres hoping anyway 😃🤞🤞
Brian says
I just wanted to say thanks to the people on this page for all the useful information. Last May I submitted a complaint with Provident in regards to irresponsible lending. Finally today I’ve got the cheque in my hand for almost £4000. Refunded interest for all loans. It’s been a battle and I appreciate others have waited longer than me so I’m just one of the lucky ones. All I’d say is remember to keep chasing the FOS. You will get an answer eventually.
Andrew says
Well done Brian, it’s always great to hear news like that, I’m so pleased for you, enjoy your money 😃👍
Amanda Eilertsen says
Well done Brian .enjoy your dosh ..
Roly says
Great news Brian 🥳
TwinkleToes says
Provident declined my compliant in July last year, escalated it to FOS and they ruled in my for 23 out of the 28 loans I had with them upheld. They need to go back to FOS by 17/3/20. I keep getting debt collection letters so I called them today and they advised me that they had sent a request back to FOS asking for a breakdown of interest etc and not to expect a response by 17/3/20 as they are still working on complaints from 22/2/20.
Amanda Eilertsen says
God it’s me again lol …I started my case with provident and morses club with resolver and god my final response letters basically saying all the normal jargon so the I went to fos through resolver.so I know a lot of you are saying you still call provident even tho it’s gone to fos .i have called provident and all they say to me is you have had your final response .if your not happy go to fos .which I already have .?? Bet your all thinking I’m thick lol
MnM says
So so pleased 😁 cheque received from Provident today for nearly £2.9k (banked already) and outstanding loan of £2.5 cleared.
Hopefully all waiting for cheques will receive them soon 🤞
Roly says
Fantastic! So pleased for you 🥳
MnM says
Haha gets better! Just received a text saying they’ve stopped the cheque due to admin error due to incorrect date on the cheque.. I’ve called them and apparently they’ve put it in the American format meaning it’s post dated. Now got to wait for another one to to be posted 🙄
Sue says
I just got the same text. The cheque is already in my bank and apparently will bounce!
OMG – so stressful I had set up payments for when the cheque was supposed to clear tomorrow.
They need to do Bank transfers it must cost them more to send cheques and prone to error or lost.
I bet it doesn’t arrive tomorrow!
MnM says
Hi Sue
I said to the guy on the phone in this century they should be doing bank transfers and not cheques. I hope it does come tomorrow but he said it will be a couple of days 🙄. I nearly committed to setting up payments but for some strange reason I didn’t. Good job!
🤞 they arrive tomorrow
K. says
Well done 👍 it’s a good feeling seeing that bank balance go up 😁 enjoy your money
David Appleby says
I sent my complaint to fos in September 2018 finally after 18 months waiting to be allocated an adjudicator I got my decision today out of 10 loans ranging between 200 and 600 they should refund loans 4 to 10 plus 8% they have until 25th March to reply but I’m not holding my breath.
Andrew says
Hi David, you’re quite close to the end now, it just seems longer because you tend to focus on that date and then it drives you nuts when they go past it, that’s what happened with me anyway 😃
David Appleby says
Hi Andrew I know what you mean I’m going to try and not think about it but it will be hard
Andrew says
Brilliant MnM, I always feel so happy whenever someone I get to know on here gets a payment. That sounds like a really good result and most importantly you have peace of mind. That was the most important thing to me when I had my offer yesterday, getting rid of that outstanding loan and finally being free from constantly getting hounded for payment. The extra was a nice bonus really 😃👍
Amanda Eilertsen says
Well I plucked up the courage and phoned provident and apparently I’m only on day 19 lol so take it I got a long way to go
Andrew says
Hi Amanda, email tom.jeffrey@provident.co.uk , I’m not advocating you say anything but the absolute truth but just tell him how the stress is affecting you and your loved ones in your own words, sometimes just hearing how it really is does make you a person rather than a name on a list (K. actually told me this and I went with it and it did pay dividends). Good luck 😉🤞👍
Amanda Eilertsen says
Done it Andrew lol.. we shall now see
K. says
Great to see so many getting cheques this week 😁good luck to all others waiting ☘️
Andi says
So it looks like a positive day all around & I’m included in this.
FOS Adjudicator has upheld the Case in our favour.
30 loans taken out from 2006 to 2014
Loans six to thirty shouldn’t have been lent.
Reasons: Lending pattern suggested reliance on borrowing.
Resolution: Loans six to thirty should not have been lent.
A) Add together the total of the repayments made towards interest, fees and charges on these loans.
B) Calculate 8% simple interest on the individual payments made as part of “A”, calculated from the original date payments were made to the date of settlement.
C) Pay the total of “A” plus “B”.
D) Remove loans 6 to 30 from Credit
Based on the loan information I hold these 25 loans have a total of £15,000 worth of charges.
The 8% Stat.Int I’ve worked out as Date loan settled to today (Rounded down to nearest mth) = £8,400
Charges : £15,000
8% Int. : £ 8,400
Less Tax: -£ 1,680 (Stat.Int less 20% VAT)
Redress : £21,720
Of course Provident will not except that, we have two choices negotiate OR Ombudsman.
Due to the criteria around the case, if it did go to Ombudsman it would be marked as priority.
Should I wait to be contacted by Prov, or is there someone I can get intouch with?
What are peoples thoughts – how bad are Prov’s negotiation skills?
K. says
Hi if you have special circumstances you might have luck going straight to provident and outline what these are it’s worth a go, some people have better luck than others with dealing with them direct. Read back on all the good advise given on this forum by others and build knowledge on how to get the quickest result and who you need to deal with directly 👍good luck
Sharon says
Mine was very similar and they paid out, after they agreed it took a week for cheque to arrive so fingers crossed for you too
Roly says
And we have a result!!!
They have agreed to my request for loans 8,9,10 as well as the 13-30 that Provident were originally prepared to pay.
So, I will be receiving a cheque for almost £22,000!! 🥳🥳🥳🥳🥳🥳🥳🥳
Hang in there those of you still waiting – it really will be worth it.
Thanks to Sara and the advice here, my partner and I are already pretty much out of debt, so this will be going into our France fund, as we want to move there, renovate an old farmhouse and set up a b&b or a campsite. Am delighted we have such a large chunk towards that dream now 😀
Thank you to everyone who has given me advice, picked me up when I have been feeling blue and stressed out by this crazy and drawn out process – especially Sara and my DebtCamel Dad, Andrew, love to you all 💜❤💙
Jules says
Brilliant Roly!
How long have you waited from the initial complaint to this point?
I’m so thrilled for you, what a great result. Yay!
Roly says
Thanks, is going to totally change our lives!
Initial complaint was sent to Provident in January 2019, so it’s been almost 14 months.
MnM says
Roly that’s amazing so pleased for you. Hope your adventures in France happen sooner than expected.
Roly says
Thank you. Covid-19 may make things a little tricky, but 🤞😄
Andrew says
Roly you know I adore you so you’ve no doubt guessed how happy and delighted I am about your good news sweetheart, that really has made my night because I can just imagine you jumping up and down with joy 😃😃x You also know I’m really going to miss you and being able to be that over protective parent I’ve become don’t you? Make sure you realise your dream Roles, be happy, renovate that old farmhouse and if I’m ever backpacking in France and pass your door, remember your dear old Dad wont you? lol 😉xxx
Roly says
Anyone is more than welcome 😊How could I forget my old Dad?! I, like you, will still be around the site as I still have 2 complaints with the FOS, with everyday and 118118, so we can still catch up – and I want to see how some of the others here get on. We’ve all been on a long journey together, so want to see everyone reach the end.
Don’t think it’s quite sunk in yet that such a vast sum of money is coming our way, so it was all a bit muted last night. I think once the money is in the accr and we are actually in France looking at houses it might though!! 😄
Good luck everyone, persistence definitely pays off
K. says
Amazing result 👏👏👏 congratulations enjoy your money 😁
Roly says
Thank you, I think we will 😄
Hope you arr enjoying yours x
David Reid says
Hi. I have been chasing every week it was the end of September 2019 I complained but nothing just the same answer your complaint has not been picked up yet. How long does this take at all. Should I email this Joe Sweeney or Tom Jefferey or shall I just hang on?
Just need some advise how I can progress this within Provident.
Roly says
Have you sent it to FOS yet as that wasn’t clear from your message? If you haven’t and it is past 8 weeks, then even of Provident haven’t responded you need to send it to the ombudsman.
However, of it is with the FOS, then Provident won’t budge from their final response until FOS give their findings on your case, so there is little point contacting them yet.
I only got the adjudicator’s report in February, and my complaint was started in January 2019. There is a bit of a backlog, so I’m afraid you have to be patient… they will get to you.
Sorry that probably isn’t the answer you probably wanted.
Andrew says
Hi David, as Roly says, if you let us know if you have got a decision off an adjudicator at FOS yet we, or better still Sara, will happily advise you of how to work things out with Provident. You usually do need an adjudicator at FOS to uphold your complaint and then write to Provident on your behalf setting out what they need to do to put things right and to give them a date to make you a settlement offer. On rare occasions Provident will settle without the need for you to do that but it is rare because, by default, they initially tend to tell you that you have no claim at all. The good news is that they do this because their settlements are generally in the thousands not hundreds so please give us a little more of a timeline and I guarantee you’ll get a lot of support and useful advice from the people on here 😃👍
David Reid says
Hi I have not sent it to FOS yet as Provident tell me it is awaiting to be looked at so am giving them chance to look into but just told the same every week. Reading what you say I will send the complaint to the FOS this weekend and see what pans out.
Provident did tell me they have more people on the complaints and are looking in chrono order but this sounds like a lie.
Thanks for the replies.
Natalie says
Any advice on what I should be looking for as I have paid £8000 in interest alone and have been offered £4000 in settlement – Im not being ungrateful but help!
Sara (Debt Camel) says
When were your loans, eg 2011-16? Do you still owe them money?
Natalie says
Hi Sara I had loans between 9 between 2008 -2013 and then two 2016-2017 I cleared all of my balances. Thank you for your help
Sara (Debt Camel) says
Have you had an adjudicator decision yet?
The two loans in 2016-17, were they very large?
Which loans is provident offering to refund?
Amanda Eilertsen says
Roly I see you have a complaint with everyday .same as me I only had one loan with them ..god wish I didn’t it was for £2000 and paid for a year £205 with a few missed payments .and my debt is now over £3000 because they charge you interest daily .worst thing I ever done was taking that loan out
Roly says
We took one for 3,500… then because of my health went onto a payment plan. I thought interest had been put on hold, and that it was temporary – turned out they had restructured my loan completely. I ended up paying about £8k in interest! 🤞 for us both, they seem to be as stubborn as Provident unfortunately
Sara (Debt Camel) says
Amanda, Roly, I will be moving this to https://debtcamel.co.uk/refunds-large-high-cost-loans/ in a day or so as that’s the best place to discuss everyday loans.
Roly says
No problem! Thanks Sara
Liz says
What if you have already made a complaint about everyday loans and it has gone to fos but the rejected it. Can you try again?
Sara (Debt Camel) says
No, you can’t make a second complaint. Did you ask for the FOS case to go to the ombudsman level if your adjudicator rejected it?
Lucy A says
I first complained and asked for a SAR in November for my provident and Greenwood’s lobs, had the normal generic emails, raised it with the FOS after my 56 days with Provident . They’ve requested my file. Anyway I asked again last week for a SAR because still hadn’t received it, I then emailed Tuesday night and included Tom and yesterday I received my SAR portal infor. But it only had my Greenwood loans on and not any for Provident, has this happened to anyone before? I’m not sure if it’s because my first name is double barrelled and maybe with provident I used it fully and Greenwood I didn’t.
TW says
I escalated my claim to ombudsman as Provident kept asking for more time ombudsman has asked for credit report, bank statements and loan information. I do not have loan info and Provident failed to provide this my other issue is that these loans were taken out for other family members and using loans to pay off part of old loans so bank statements will not show anything I did inform ombudsman that these loans were taken out for other despite the agent knowing they were not for me also reported on the last loan I applied for which I was refused the agent actively encouraged me to lie on application. I am wondering what to do next with regards to getting a list of my loans from provident?
Amanda Eilertsen says
Told you I was a bit thick everyone.i thought fos was ombudsman??
Sara (Debt Camel) says
FOS stands for Financial Ombudsman Service. Often just called “the Ombudsman” – as in “at 8 weeks send your case to the Ombudsman”
When a case is at FOS you will hear people called Adjudicators (also somethines case handlers or investigators) – this is the person who looks after your case and reaches the first decision. 90% of cases are settled at this level,
If either you or the lender disagree (or sometimes both!) then the case has to go to the second level and be looked at by someone with the title of Ombudsman.
So the word ombudsman is used as shorthand for FOS and also for a specific senior person at FOS. Yes it’s confusing!
Amanda Eilertsen says
Thank you Sara
Andrew says
You aren’t thick at all Amanda, it’s darn confusing at times. I remember being on the phone to Provident one time and the guy I was speaking to said he was going to put me on hold and speak to his contact in the FOS team. I was thinking he was ringing the Financial Ombudsman Service but it turned out he was talking to Provident’s own internal team dealing with complaints from FOS who are also known as the FOS team. See, you aren’t the only one who’s been confused by all this 😂🤣
L says
I thought the end was near when the adjudicator upheld my complaint and said I should be refunded loans 5 to 51 however provident had until the 6th to reply and didn’t so I received another email today saying it’s now going to the ombudsman for a final decision. ( I like others would be prepared to discuss a settlement, as I realise it’s going to be a life changing sum of money to me) Initial complaint was made September 2018. It’s very stressful the waiting! but I’m glad of this site and that things seem to be moving better now😕
Nicky says
Hiya L
I was exact same last year. Provident were to reply by end of July then had email to say it was going in queue for Ombudsman. Then out out the blue had a telephone call from adjudicator late August to say provident agreed. 😁. Received mine by bank transfer at beginning of October. Dont settle for less. Yours sounds like a big payout.
L says
Fingers crossed provident will respond soon. Initially had an email on monday from fos adjudicator saying that provident maybe needed more time, then today I’m in ombudsman queue. Glad you got a result🙂
Tony says
I sent my complaint to FOS and it took nearly two yrs to get it seen provident have agreed to settle all 14 loans going back to 2007 I received a cheque today for £5500
Andrew says
Great stuff Tony, well done, I hope you really enjoy your money 😃👍
Sue says
Great news!
My cheque as expected bounced today and I haven’t got a new one.
Worrying
Paul Wakeman says
It amazes me how they could get it so wrong. My cheque has arrived and is dated 10 March 2020. It is dated exactly as I’ve typed, not a format such as 10/03/2020 or 03/10/2020 (American) so hopefully Sue you’ll get a properly dated one soon.
MnM says
Hi Sue
Mine too. WhenI spoke with complaints yesterday they said my cheque will be with me within a couple of days……my text said it had been posted 🤔. Hope we get them tomorrow otherwise I shall be calling them again as this is not fair to do this.
David says
Thanks for forwarding me details of Tom Jeffrey, just had a very positive email back. Message below
I was hoping to be in touch sooner than now but having looked in to your case I can see you have had loans sold to third party debt collectors. This fact makes it a bit more difficult to conclude within a day. I have instigated a full breakdown of what has been sold, which will help me establish if any payments were made by you to third parties as a result of your loans with Provident.
With this in mind, I have passed your case to Neil Iveson. Neil will now own this through to resolution; I have copied Neil to this note so you have his email.
I am confident your case can be mutually resolved next week.
Andrew says
That’s great news David, glad to have been of help but Paul above was the one who put me onto Tom Jeffrey so the credit should go to him really. Neil Iveson will no doubt ring you in a day or so, if you see an unusual number come up on your phone it’s probably him. Once you get to speak to him things do move along very quickly so I have no doubt your wait is pretty much over. Let us know how it goes 😃👍
David says
Thanks to all, I’m hopeful at least mine will get resettled however we will see!! As for my wife’s, it may be slightly more difficult with her Iva however my argument stands at finance was way before Iva was actioned. I note of a recent case that overturned this issue, but we will see! Will keep you posted. Thanks again to all, Sara without your assistance no one would have the ammunition to fight back, so thank you!!
Paul Wakeman says
Haven’t commented for the last couple of days as wanted to make sure I wasn’t be “fobbed off” by Provident (Plus I was meant to be going to Venice for the weekend tomorrow so have been sorting that out) but after hearing the good news from others I’m now happy to say my cheque has arrived today and is in the correctly dated format! I’m so pleased that everyone else are starting to get decent offers/results & Provident are now starting to pay for all the financial difficulty they put us all through. For those of you still waiting (including my ex wife who I’m helping with her complaint so Provident haven’t got rid of me yet 😂) good luck, keep badgering and don’t be pressured in to accepting anything less than you’re comfortable with.
MnM says
Hi Paul
That’s great news and even better that they’ve got all the details correct 😆. Enjoy being free from Provident. Hopefully my new in date cheque will arrive tomorrow 🤞
Andrew says
Great news Paul, I think I have a lot to thank you for in getting my offer sorted after months of frustration. You gave me the Tom Jeffrey idea and that’s paid dividends (literally) for a few of us on here now, so I’m doubly glad to hear you’ve had your cheque. Yes Venice sounds a wonderful way to celebrate but since it’s probably as deadly as it is beautiful at the moment it’s probably best to wait that one out for a few months. Either way you’ll no doubt enjoy your money far more because it’s at Provident’s expense which should make it all the sweeter 😃👍
chris says
Just received my cheque for £3216.26. It’s wrongly dated of course but this is the first bit of actual relief from the debt I have had. Over the moon and a bit gobsmacked. Did ring them to check they were reissuing the cheque and they confirmed that they have realised their error already and that cheques are being reissued. I hope that’s helpful to others.
Andrew says
Great stuff Chris, that’s a very nice pick up indeed!! I’m still waiting on my cheque (very impatiently at that lol). So what do you plan to treat yourself to then? 😃
Chris says
Well I’d love to say I will spend the money on something nice but I’m afraid I am going to use a big chunk of it to pay off other debt! But that is really good news. 😁
chris says
Hi I have put in a complaint to Morses. They sent a letter acknowledging the complaint last week. I have now received a further letter from them asking for supporting documentation such as a copy of my credit file, arrears letter on priority bills and bank statement at the time of lending. The time of lending was over a period of two years. It then says “Should we not hear from you within this time we will presume that you do not wish to provide this”. Does anyone have any advice on next steps? I think they want everything sending in the post which is also a pain. I feel that this information should have formed the basis of the decision to lend to me in the first place. It’s a bit late asking for this information now.
Sara (Debt Camel) says
Do you have the bank statement? How long ago was this lending?
Chris says
Yes I can access the relevant bank statements and I’m sure I can also download a credit report. The lending has been over the last 3 years or so. I’ve also managed to get confirmation from them that I can send this by email which makes things a bit easier.
Lynnsey says
So I finally received my cheque from provident yesterday. I put it straight in the bank and today they stopped it!! I rang the bank and they said that provident stopped the cheque, but the cheque had the wrong date on it so the bank would have stopped it anyway. Do you think provident have stopped it for any other reason?
Sara (Debt Camel) says
No. Several people here have had a cheque with a future date on rejected by the bank. They have incorrectly printed dates in the American format, so 5 March looks like 05/03 which the bank will chuck out as a post-dated cheque.
Lynnsey says
But the bank didn’t stop my cheque. Provident did. The put a stop on the cheque today. It was too late to ring the complaints department by the time I had noticed.
Andrew says
Hi Lynnsey, don’t worry, I imagine they only stopped it because they realised the bank would refuse it. They will have issued a corrected on to you as soon as other people pointed out they’d made an error.
Chris says
I think they will put this right very quickly..I am in the same position with a cheque I received today but managed to get through to somebody who said that they were already processing correctly dated cheques.
MnM says
Hi Lynnsey
This has happened to a few of us on here. The admin error was they put the date in American format meaning it was post dated as 03/10/2020. Provident have sent new cheques out and hopefully we should receive them tomorrow. I was gutted as I got it in the bank only to receive a text shortly after saying not to bank as Provident had stopped them.
🤞 we get our new ones tomorrow
Joanna Smith says
Hi all,
I have sent a copy of the email template to provident re old loans and I have had an email back stating “In support of our investigation, you are welcome to provide any evidence you feel is relevant to your concern(s). In order to avoid any delay, please can you provide us with any additional information / evidence within the next 10 working days via email at newcustomer.complaints@provident.co.uk, in writing using the address at the foot of this letter or ring us on the number below. However, should you require more time, please contact us within this timescale to let us know. ”
Has anyone else had this and if so what do you put to them? This is the first time I have done anything like this and really don’t know what to say.
Andrew says
Hi Joanna, I’ll leave this to Sara to answer because she’s one very smart lady at this. However, on a supportive note, I was told that I had no claim at all and as a result I nearly gave up the ghost. As it turned out I did have a very valid claim and I have the cheque beside me tonight to prove it (alas I arrived home too late to bank it). They are hard nosed loan sharks who have wronged so many and that why we, as a collective, celebrate every person who gets a payment. Good luck 😃👍
Sara (Debt Camel) says
You don’t have to send anything. I’m not sure they read it if you do…
Peter says
19 months with the ombudsman Provident gave in and decided to settle £10000 I’m over the moon . Stick with it people you can and will beat these people for doing wrong. Good luck with all your claims . Stick to your guns …Thanks Sara your knowledge and information is awesome.
Andrew says
Fantastic Peter, you deserve it, maybe just crack the champagne at home and not in Rome or Venice right now though 😉🤣👍
MnM says
New cheques arrived and in the bank. Let’s hope this one goes through and they don’t find a further reason to stop it 🤞
Andrew says
Yehhh, good news then MnM, did you really think that even getting a cheque from Prov was going to be straight forward though? 😂🤣
LM says
Provident have until 20/3 to reply to Adjudicators decision, refund on loans 5 to 22 total charges £8100. Is it just a case of waiting ? I don’t need to contact anyone ?
Andrew says
Hi LM, give them a week over..say 27/3 (they never hit the designated date because of backlog) then see some of my older comments on here or Paul W’s regarding Tom Jeffrey, he will help 😉🤞
Tony says
Got my cheque for £5500 and of course it was stopped by bank wrong date on cheque amarcian dated a ploy from provident to delay theses payments I think need to get back to them for another cheque now
Andrew says
Hi Tony, I think they probably stopped it themselves and reissued another to you, somebody pointed out to them that they’d made another gaff and I know a few people on here that have got a corrected one a day or so later 😉🤞
Tony says
Thanks Andrew for the info I will wait till Monday and give them a phone I was talking to my bank and it was stopped at there end think it may have been the date on cheque fingers crossed I will get new cheque soon thanks again