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?
Andrew says
Friday the 13th was always my unlucky day until today, when I came home from my weekly commute to Manchester and found my letter from Provident waiting for me, cheque enclosed, correctly dated too lol. It was too late in the day to bank it so I just looked at it for the longest time and smiled in happiness and disbelief. I have developed such a bond with so many people on this forum, some exceptionally so, and they do know who thay are because they have supported me as much as I’ve supported them. However on this occasion I’d just like to thank one person, Sara, because the money I’ve got today, even though in the thousands, may not seem life changing to most but it is for me. Most of all it’s changed my perceptions, inspired me to change my life and given me such hope!! It’s made a huge difference to my state of mind and provided security that will help me sleep at night. Thank you for being there in my darkest hours Sara, I will never forget that when I needed support you were there for me x
K. says
Couldn’t be more happy to know you are staring at your cheque Andrew 😁 I know the feeling of how getting this means. It’s like a huge weight lifted and breathing room to make changes for the better, I agree this site is such a benefit for a lot of people and I also feel the people on here are all a good support to each other👍 Enjoy your money you deserve it 😁x
MnM says
Fabulous news Andrew, so pleased for you. Enjoy banking it and more so being free of Provident 😁
Andrew says
Hi MnM, thanks so much, yes it’s lovely to finally be free of them (well almost because I’m chasing them for some redress on a few Satsuma loans I had some years ago), I bet they are so sick of dealing with me right now lol 🤣🤣
Andrew says
Thanks K 😃, I’ve banked it now so it should clear by Wednesday I believe. In the meantime I’ve been a busy bee writing more complaint letters and viewing my credit report to see what needs doing to get it straight. It is a very nice feeling I must say, I’m in a really good place at the moment 😃x
Paul Wakeman says
Absolutely brilliant news Andrew and I’m so happy for you. It’s been a battle for all of us and I’m pretty sure some of your comments on here have helped people going! Hope whoever you bank with are open today so you can bank that cheque and look forward to seeing your balance go high. I know you, as well as I, will still check in on this forum and give other claimants the help etc to hopefully help get what they are owed. Now go and have a bloody big glass of wine etc and celebrate your victory! x
Andrew says
Hiya Paul, thank you 😃. I banked it Saturday morning, it was a bit of a surreal moment as I haven’t banked a cheque in years. I’ve kept the momentum going by writing lots of letters and I must admit I’m really enjoying turning the tables on people who’ve chased me for payment in the past. To be honest they have all gone really quiet so I don’t think they like a taste of their own medicine very much 🤣😂
Roly says
I think we can all echo your heartfelt thanks to Sara for everything here at this site and her ongoing advice on the threads.
Plus, I want to echo the replies of others here – I am so glad you have your cheque, and that it is going to change so much for you 💜
Andrew says
Thanks Roly/ daughter, I’m really so glad I’ve made such great friends at the same time as finally putting Provident to the sword. I sleep much more soundly just recently and I feel I’ve taken back control of my life. I’ve contacted Ferratum and a few more loan companies so I’ll let you know how I go on. Stay in touch Roles 😃👍x
Lauren Bartlett says
Had a letter from an adjudicator yesterday. Complaint had been forwarded to them november 2018, stating how they found loans 1-6 affordable, but 7 – 19 should be refunded. Provident have till the 25th march to respond to them. The interest alone added up to £9000 without adding the 8%. Really happy with the result!
Ross says
Hi All,
had mine sent to the ombudsman on Friday after provident never got back to the adjudicator on time.
How long does the ombudsman normally take to sort things out? Had loans 6 – 11 go in my favour so hoping it stays the same. :)
TIA :)
Julie Coleman says
Hi Ross – I’ve been waiting since 23 January for ombudsman to look at mine after Provident didn’t respond to adjudicators decision – adjudicator ruled in my favour for 8 loans to be refunded
ross says
Thanks Julie… Fingers crossed it doesn’t take too long… :)
Dominic Cooper says
Roughly, what is the average time from FOS Decision to Provident getting in touch?
25th March is the time limit given to them by FOS.
Also how do you find the response time of Joe/Tom?
I emailed on Friday Joe & Tom with all details inc saying prepared to negotiate & have a figure in mind.
David says
Hi all
Just had a positive conversation with Neil regarding my recent under upheld complaint. We should have a positive resolution by the end of the week. He is also going to reassess my wife’s case, so fingers crossed!
Amanda Eilertsen says
wow excellent David .how long did it take from when you first complained ?
David says
We complained in August 2019, initial refund to me if i recall was beginning of February. They reassessed my complaint thanks to you guys on here, Tom Jeffrey and Neil have been instrumental in reassessing my complaint
Be honest with your situation, they prefer to try and settle outside of fos but obviously you may get slightly more via fos if you’re willing to wait in the long queue!
Kim says
Neil helped me too I said I didn’t want to wait for the ombudsman and would be happy to settle the claim directly instead. My outstanding debt has been written off and also received my cheque yesterday. Very helpful as unsure about my job security at present so I’ve put it away.
Val says
Hi kim ,I’m hoping to do the same but have no idea how to contact neil any chance you could help me with his contact details please? As I’m self employed I’m going to struggle in the near future . Have had the adjudicator make a decision but would be happy to settle if possible
Kim says
I emailed the head Tom Jeffery via the email address on here I got an out of office message and suggested I contact his assistant in his absence so I forwarded the email to her address. I had a call from provident via a claims handler and I had a response to wire off the balance only 1200. I emailed again saying I was happy it could be written off but was expecting a settlement as well. I had another call from Neil I think and he asked if I had a figure in mind and I said I did. He called me back about 6 and said he would uphold part of my claim only and send me a cheque for 5635 it came yesterday. Just in time as I think my Firm may be in trouble and I have been put on furlough leave. Good luck 👍
Val says
Fabulous I will try that fingers crossed. Appreciate your help thankyou x
Kim Hall says
Just say I had a helpful lady contact me from Provident and the claim has been looked at after nearly six months.
The offer made today was to write off the amount due on my last loan of £1200.
No financial offer as Provident are stating they felt that I could afford the payments I had sent through the Wonga.Com proof that I was borrowing monies at the same time to meet the payments but they are denying this is proof.
I have said that although it would be most helpful for them to waive the amount due I had hoped to receive a refund of interest as I had 21 loans in total since around 2007.
I have said therefore that I will be leaving the case with the FOS.
I am hoping that they will make another offer to see an end to the matter to be honest though.
Do they always start off low?
Dave says
Just called FOS and due to the Covid-19 they are not taking calls
Has anyone had provident reject there case there FOS agree with you? Also as I still owe them money am I unlikely to win my case? Still got 7000 outstanding paying 10 per month.
My case has been with FOS since Oct 19 and still heard nothing.
Sara (Debt Camel) says
I think not taking calls is just temporary – I guess most people at FOS are switching to working from home.
Roly says
Am so happy to say that my cheque arrived this morning, as promised. Am self-isolating due to a lot of underlying health conditions, so not sure when it will get banked… but the nightmare is finally over.
Thank you so much to everyone here for keeping me sane throughout, and to Sara for creatimg this space for us so full of information and support. As soon as this clears I’ll make a donation to my local food bank and to citizen’s advice. Am so grateful!
MnM says
That’s great news Roly, so pleased for you. Hope you can get it banked soon 😁
Roly says
thanks, is in there, safe and sound – will be pinging it straight to a 95 day access account as soon as it clears so we don’t spend it on stuff we don’t need!
Amanda Eilertsen says
Well that’s good news for you roly .happy days .
Roly says
thanks Amanda. hope yours gets sorted soon, hang in there – it is definitely worth it!
Sara (Debt Camel) says
excellent.
A lot of banks will let you take a photo of a cheque and pay it in through your mobile?
Roly says
Mine does, but only if the cheque is up to £1000! I did some people dodging and nipped down! Thankfully there was a machine free so didn’t have to hang around in a queue. Back safe, showered and praying I didn’t get too close to anyone I shouldn’t have!
Andrew says
Oh Roly that’s brilliant news, I’m so over the moon for you 😃. Bank your cheque, enjoy your money and most importantly stay safe. Love Dad 😉x
Roly says
You too, Dad! Am ao happy we both got results we are happy with 😘
Karen says
Hi can I ask (without meaning to be rude) how many loans you had and roughly how much you borrowed in total? Just put my complaint in, between myself and my hubby we had borrowed nearly £25k so am hoping for a good outcome.
Roly says
I had 30 loans (about £25.5k borrowed), came to an agreement with Provident after a very long wait, after adjudicator decided loans 4-30, on loans 8,9 and 10 plus 13-30. My cheque for just under £22k has just cleared in ny acct. I could have held out for all of the ones the adjudicator felt had been given irresponsibly but I was glad to get it all done with. My complaint went in to Provident in Jan 2019, so be prepared for things to take a long time, for provident to say they won’t look at older loans, that they did sufficient checks, that you should have complained earlier… and just keep plugging away.
Karen says
Wow that’s amazing well done, it makes me more determined to fight it as it sounds like you had a similar amount to us. We had Shopacheck/Morses too so fingers crossed. Enjoy your money that’s fantastic 😊
Roly says
We’ve had some success with some payday loans too, so we are now out of debt and making plans for our future we thought would only ever be distant dreams.
Good luck with yours. Use the advice here, ask questions if you need to – everyone here will help you if they can
Lucy A says
Hi everyone,
Quick question if any of you know the answer please?
One of my loans was sold to a debt company which I have since paid off with them(couple years ago) do I get anything back from provident with the charges that the debt company might of put on? I have emailed the company asking them for information on how much etc but just didn’t know if anyone else had something similar
Sara (Debt Camel) says
Yes, if you win your complaint against provident and that includes the loan that they sold, you should get a refund of what you paid to the debt collector so that overall you have only repaid what you borrowed, not the interest or charges that provident or the debt collector added.
Jimbo says
Hi,
I was due to get a final response from Provident today but haven’t heard anything. I’ve just called and spoken to a chap who said I should receive another holding email explaining that I now have the option to refer my complaint to the Ombudsman… They’re blaming backlogs but tell me it’s making progress despite not actually having been assigned to a claim handler which seems odd to me.
Has anyone else received a second holding email or letter at all?
I’ve received a DSAR and have replied to request digital copies of my agreement (no clue if this is even possible) but the DSAR is a mess showing too few loans and many are showing two on the same day (which I only did once) but conveniently there is a year gap between dates where the loans are showing… Also the list of repayments is all muddled with dates between 2007-2015 all mixed together so it’s basically unintelligible.
Any thoughts anyone?
Thanks,
J
Danielle says
Hi Jimbo, I received 2 letters via post stating they were looking into my complaint. One a few weeks after I sent my complaint in Jan and the 2nd a few days after the deadline, in which I had already sent to FOS. Leaving it in their hands and hope for the best :) x
Jimbo says
Hi Danielle,
Ah ok, that’s some comfort at least. I thought it was just something to say to make me go away lol. I’ll wait for their letter and go to the FOS without delay then!
Thanks :)
J
Danielle says
I would send it to FOS as soon as they pass the deadline :)
David says
Hi Roly
Fantastic news, so pleased yours is now finally sorted. I note you had an Iva, how did this get sorted with your complaint? I know a lot of Iva firms try and grab redress, how was yours sorted?
Roly says
All of the loans that I was refunded on were after the IVA was completed so it wasn’t an issue. Had any of them been from before the IVA was agreed, or during the term of the IVA I would have had to send them the money applicable to those loans
Kaz&Ash says
Has anyone had any luck with refunds from Provident and Morses? Found all our payment books the other day and between us (me and hubby) we had over £25k over the space of 3 years! Have started the process of complaining so fingers crossed.
Shirley says
Hiya I have just had a response from Morse’s and they refunding interest on a few loans but said they were not going back over 6 years. They’re sending me a cheque. I am happy cause I didn’t have may with them the most was with provident. I complained to Morse’s 9 weeks ago but heard my response would be sent at 8 weeks which was great. I’m still waiting for providing after ten months. Good luck.
Amanda Eilertsen says
Hi kee I’ve got one going with loans at home .my 8 weeks is up in 27/3/20 so waiting still
Amanda Eilertsen says
Just had a reply from provident…they said I didn’t complain when I took the loans out .so they won’t be refunding me anything but just said I can go to ombudsman.which I already am .so not sure I will be getting anything back ..boo hoo
Roly says
Provident always deny until they are forced. The FOS will look at things very differently. Hang in there 😉
David says
Hi all, so just had a call from Neil. He had a fresh look at my complaint and pleased to announce has upheld a number of my loans, my total redress including my previous £1950 comes to £5k!
He has also upheld my wife’s complaint and cleared entire debt and redress of just over £500.
Special thanks to Sara and everyone else who has really helped spur the complaints further!
Laura says
Hi Provident had until 16th March to reply and as I guessed they haven’t! Could someone kindly provide me with the email addresses of who is best to contact to chase up 😁 thanks!!
Kelly McCandless says
Hi Kee, I put my original complaint in to Loans at home on the 1st July 2018 and requested DSAR at same time. I received their final response letter on 21st October 2018 rejecting my complaint. I sent it to the ombudsman on same day they rejected and this wasnt allocated an adjudicator until 2nd December 2019. Adjudicator emailed me 29th December partially upholding my complaint. They said loans 5 to 32 were unaffordable and they were to pay back alll interest on loans plus 8% interest from first payment on each loan until claim was settled. They gave loans at home until 14th january to reply. They missed that deadline and 2 others after that. I got an email yesterday to say they had replied and disagreed with the decision so it has been escalated to the ombudsman. From some of the comments I have seen it could probably take another 6 months. My total claim is just over £10,000. This company put me in so much financial hardship which escalated when I lost my mum. I was paying them £190 a week at one point. My agent would txt me and offer me loans. I would text back that I couldn’t afford to take any more and her reply was she needed the commission! I sent screenshots to the ombudsman. I have waited this long another couple of months wont make a difference. It may seem a long time but hang in there. These companies need to be held accountable for the misery they caused. Good luck. Kelky
Jean says
Hi Sara anyone on here claimed skyline direct
I claimed waited my 8 weeks I had 15 loans in 18 months went to fos they wouldn’t even reply to fos wouldn’t send business file won’t return emails the adjudicator upheld loans 6-15 as they refused to send her file so she based it on final responses they disagreed on the last day stating FCA rules on home collecting FCA conc 5.2a.4 5.2A.7 5.2A.20 5.2A.24 5.2A.25 and several more I emailed back to state yes these rules apply if there agent follows the rules and they are not present when these loans are given they do not record these loans when they are issued you don’t get enough time to read small print and agent just filled in form and said sign here they are not present when agent is calling several times a week and intimidating you for payment so until they witness the loan being given and the way the agents behave they certainly are not following FCA guidelines it is now with an ombudsman they have been reported to FCA because of there behaviour it’s not just with me my daughter got hers upheld partially by them but they refused the 8% interest and now they are objecting to the ombudsman looking at it totally despicable company and I urge everyone who has had loans with them to make a claim
Sara (Debt Camel) says
Only a few people have mentioned them and they have all had a difficult time. Persevere with FOS is the answer :(
Jean says
The fos are passing it from pillar to post the original adjudicator was really positive and said that skyline had done something wrong then passed it to another adjudicator who said they can’t look at it
In skylines final response they offered a very small amount and refused to add the 8% then sent another offer but I never got a breakdown how they got to that I only accepted the amount but informed then I was pursuing the rest through ombudsman and in my reply to them at no time did I say I accepted this as full and final response which I sent to adjudicator
Then 3 months later they said they did not know I was taking to fos I sent emails to adjudicator of which I gave them the reference number for fos 3 months ago now this new adjudicator is saying that they can’t look at it and believing skylines lies I’ve now asked for ombudsman to look at it and now 4 month later skyline sent explanation of how they got to redress and they added 2 more loans on to it and no 8% totally no faith with fos it has all been reported to FCA also a few of my relatives have also reported them to FCA
Michelle says
Hi just after some advice, I put my complaint in to Provident on the 6/2/20. Today I’ve finally received an email containing my loan history, agreements etc. Does this mean I’m any nearer to getting a reply off them.
Mark says
Hello,
First of all thank you for this page as the advice has gone in my favour with the FOS so far and Provident had until today to reply which they haven’t. Just wondering what’s best now, appreciate with all that’s going on at the moment money is a secondary blessing but do I reply to FOS or give them another week and then enquire.
Thank you.
Mark says
Further to above I had the email from adjudicator to say it’s being referred to an ombudsman. Long wait ahead?
L says
They seem to be moving quicker to sort complaints without going to ombudsman. I had same email about 10 days ago then phone call from provident yesterday wanting to negotiate a final settlement. Fingers crossed cheque end of this week. Good luck🙂
Danielle says
Hi All, after forwarding my complaint to FOS I also sent an email too Joe Sweeney & Chris Gillepsie. I had a speedy reply from Joe Sweeney and he forwarded my email too the customer response team. They have asked for copies of my credit files that show my history of payday loans etc. Is this absolutely necessary? And what is the easiest way of obtaining them all? Does anyone have any advice on where to easily download them? I have accounts with clear score, credit club, credit monitor and Credit Karma but I just do not know where to start :(
Sara (Debt Camel) says
how old are your Provident loans?
Does your clear score report show all your payday loans?
Danielle says
Hi Sara, My loans date back to 2015. A lot of the payday loans I have been successful with affordability complaints so they no longer show. Thank you
Sara (Debt Camel) says
ah, did you not take copies of your credit record before the loans were deleted?
If not, you need to send them your current report and also copies of the emails that confirmed the loans from other lenders that have been refunded/deleted/
Michelle says
Hi just after some advice, I put my complaint in to Provident on the 6/2/20. I received an email last week containing my loan history, agreements etc. Does this mean I’m any nearer to getting a reply off them.
nial says
Just had an email from adjudicator stating that Provident have not replied by deadline so they are referring it to an Ombudsman.
Laura says
Hi Nial
When did Provident have until to reply to you? The reason I ask is they had until 16 March to reply to mine and I have heard nothing from either. Just wondering how long to give it until I call them. Thanks!
nial says
Hi Laura, mine was the 20th March, got the email from my Adjudicator yesterday.
David says
For those of you who are awaiting cheques from Provident, I have spoken directly with Neil Iveson this afternoon – he has assured me that considering the current climate they are going to try and push through as many refunds as possible on Thursday. They have drafted in an additional person to try and get through the backlog of cheques being issued.
Keep safe, we will all get through these testing times!
Nial says
That’s good news for those waiting, I’ve had the adjudicator decision but no contact from Provident yet. Hope you get your cheque soon.
Karen says
Just wondering if anyone has had any success with Morses/Shopacheck? Also regarding Provident I sent my complaint to them direct through their website, was this correct? Thanks everyone.
Karen says
Anyone have any advice please?
L says
I also spoke to Neil yesterday who says cheque should be in the post Thursday🙂 first complained in july 2018 so glad it will soon be over. Good luck to all, stay positive and stay safe🙂
Nial says
Hi L At what stage was your complaint if you don’t mind me asking ie adjudicator, Ombudsman ?
L says
Adjudicator upheld in my favour, no reply from provident by the date so was waiting in ombudsman queue. They seem keen to sort them now before they get to that stage🙂
Val says
Hello guys ,could anyone help please . I know it’s very worrying times just now but the adujicator from the FO ruled in my favour re 27 loans from provident . They had till yesterday to reply but so far no word ,is this usual? What happens if I dont get a response? It’s been with the FO for 2 years plus so I’ve waited a very long time . Dont want to be begging for help just now but not sure what happens next? Any advice welcome
Julie Coleman says
Hi Val – 0its very usual I’m afraid! Adjudicator ruled in my favour for 8 loans on 9 January this year and gave Provident until the 23 to respond but of course they didn’t. My claim has been sat in the queue since then waiting for an ombudsman to make the final decision – 9 weeks today and still heard nothing
Val says
Thankyou for your reply just have to sit tight then ,I’ve waited 2 years so far so will wait a bit longer
Kaz says
Received this email today, do I have to respond?
Thank you for contacting us to tell us of your concerns.
We do take your comments very seriously and we are committed to resolving your complaint quickly and to your satisfaction.
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 , 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.
If throughout your journey with us you inform us of any sensitive information regarding your health or changes to your personal circumstances we will only use the information to help us review your account; it will not be used for anything else and we will only share this information with third parties who help us to manage your account. If you do not wish us to hold this information please let us know and we will remove it or if you want to discuss your circumstances in more detail please contact us on the number below.
Dd says
Thank you.
I contacted safetynet credit about a loan. They initially gave me 59o then kept increasing it until it got out of hand. I sent your wording. They have agreed in full in 5 weeks. The loan is paid off interest refunded and removed from credit file along with 566 back.
Just waiting for provident and drafty now . What is success rate with provident like?
Sara (Debt Camel) says
how long were you borrowing from provident for?
Dd says
It’s around 8 years, so had over 20 loans the agent kept offering refinance, still owe 3600
Sara (Debt Camel) says
that sounds a good case. provident cases go slow but people get good refunds in the end via the Ombudsman.
Dd says
Thanks Sara, so if they refuse, I’ll carry on with the ombudsman
Suzi shanks says
Hi been reading for couple days, I put a complaint into fos back in November 2018, didn’t think it would go any where, to be honest had kind of written it off. But while bored on lockdown logged in to resolver and there was activity. Said they were up holding my case on 11 loans, from provident. 😳😳 they had until the 26th March to get back to ombudsman, nothing. So going to ombudsman. I have no idea on figures as provident never sent me them and fos never mentioned figures. To be honest didn’t want to know embarrassed/ scared at how much I’ve wasted over years, do I just sit tight until ombudsman looks at my case, take it this could be months? Now curious as to figures 🙄
Nial says
Mine is the same and is with an Ombudsman, if you ask the FOS they will give you the loan details, so you have an idea how good any offer Provident may give you is.
Suzi says
Thanks have sent an email through resolver hopefully hear soon
Val says
Hello I am the same ,I got an e mail yesterday to say they provident hadn’t replied so it now goes to the ombudsman for a final decision. I have 27 loans they have been told to repay me but no idea how long it will take now to be resolved. Just a waiting game . I have no idea what if anything I get back .
G says
Hi I have a current loan with morses I usually pay back 100 a week obv with the covid I’m un able to pay that as no job or benefits yet I told my agent this she kept on at me til I paid 50 I’ve had phone calls and several emails saying I’m in arrears now again this week my agent is hounding me to at least pay something no matter how small but I’ve no income can I have some advice please
Sara (Debt Camel) says
Tell the agent you have no money and if she continues to pester you you will be putting in a complaint about her behaviour.
Also read the article above and think about whether you have a good reason to put in an affordability complaint.
G says
Thankyou I have told her I’m not receiving a penny at the moment and shes still texting even though I told morses they said they put a note on account but yet email me constantly about now being in arrears
Sara (Debt Camel) says
Then send Morses a complaint about this harassment.
And says
FOS Recommended loans 2 to 30 from 2007 to 2014
Would have been approx.£22k
Spoke to Neil@prov to see if we can resolve amicably.
1st offer 15 – 30 = £12k – I countered with 6-30 (£20k)
2nd offer 13 – 30 = £14k – stated that I have a minimum figure & we agreed on the figure of 18k.
Just have to wait for them to send the email to FOS and see if they will meet Thurs cheque run.
Provident works out a redress for each loan is.
Charge for Interest less Early Settlement Rebate (A)
Days past since Date Loan Issued to Today’s Date (B)
(A) multiplied by (B) multiplied by 8% = Stat.Interest (C)
(C) less 20% Vat = (D)
A + D = Redress
From majority of offers I’ve seen on here, you are looking at 70-80% of the FOS recommendation.
Val says
Hiya that sounds great well done I’m so glad it’s all worked out for you .
Niel says
Can I ask your timescale please ? ie what date was your FOS decision
And says
To Provident Nov 2018
To FOS first week in Jan 2019
FOS decision last week in Feb 2020
Kaz says
Hi, sent my complaint to Prov last week and have recd an email sayin if I want to submit more info to do within 10 days. What do I do now? Do they continue looking at my complaint or do I need to act?
tom says
Hi Kaz, I have received the same email from provident also about providing them with more info in the next 10 days. I would imaging sending bank statements to them would be useful info, but like you, I am not sure if we have to send anything or just leave it for the 8 weeks to pass. Any help much appreciated guys on this.
Sara (Debt Camel) says
You don’t have to send them anything. If you want you can reply saying you will send the ombudsman bank statements as necessary.
tom Halbert says
Thanks Sara
Kaz says
My loans were always in cash so not sure why I’d send bank statements?
Sara (Debt Camel) says
they show how unaffordable the loans were.
Nicola says
Hi there I’m new to all this and would appreciate some advice. I’ve just had a list of all my loans through and I’ve countwd 44 loans since 2007 up until 2014 I’ve only just finishe paying off the 2014 one on reduced payments going through the list I’ve had as many as 8 or 9 loans issued in one given year how do I go about adding up these loans and interest and do you think given the amount of loans I’ve had I stand a good chance of getting anything back many thanks
Sara (Debt Camel) says
Yes I think you stand a very good chance of getting a refund – that is LOT of borrowing.
You don’t need to add up all the interest before putting in a complaint, just say you want a refund for all the loans. See the article above.
Nicola says
Ok thanks so much, I shall let you know how I get on. Keep up the amazing work.
Mick says
Hi, just looking for some advice on what to do next, I complained direct to Provident on behalf of my mum, between them they had over 20 loans, still repaying them at the moment ( although I negotiated a lower weekly rate ) and I had a reply from Provident saying they upheld 2 of the loan complaints and issued a refund of 3k against the balance.
Should I reply back asking for them to uphold more or go straight to the Ombudsman? Thanks in advance
Lynnsey says
I’ve just made my 1st complaint to provident through there contact form ( for my mum). She’s had several loans from them, I’d say about 30 in the last 9 years. I’m a bit worried that hers won’t get anywhere coz she paid them all up early coz she was worried about paying that much interest. Will paying early effect her chances of a refund?
Sara (Debt Camel) says
no paying early doesn’t matter – if she soon took out another loan then paying early had probably left her too short to get through the next month1
Lynnsey says
She repaid every loan early. Paying £500 a month sometimes more to clear them and taking out payday loans to get her through the month. The agents told her to lie on the application, telling her to say that I paid the rent and not her, telling her to say she doesn’t smoke when she does. Told her not to mention her credit card. So it looked like she paid hardly any bills and could afford these loans. But how can she prove that?
Lynnsey says
She also had loans one after the other. She has owed them money every month for about 9-10 years. She hasn’t really fell behind with payments but getting payday loans as well made things very hard for her
Sara (Debt Camel) says
Just put on her complaint what happened. Don’t worry that she can’t produce proof. The Financial Ombudsman will look at the whole case and jusy borrowing repeatedly year after year will normally get a lot of the later loans refunded.
Lynnsey says
Well we just checked her credit report and she had 24 loans from 2014 til now. So she’s probably looking at a lot more than 30 loans all in. So we are probably looking at around 40-45 loans all in. I think she started getting them in 2010. X
Sara (Debt Camel) says
get that complaint in! They go very slow, get it in now and then try to be relaxed about it. Does she still owe them any money?
Lynnsey says
She is due to pay off remaining balance next week
Lynn says
Hi folks
Took my provident complaint to ombudsman where an adjucator picked up the complaint and asked provident to send my business file to them.
Few weeks later received email from adjucator who said “At this moment in time I cannot answer your queries. I am going to transfer your complaint to the correct department where they would be more suited to answer you.
They will get in touch with you as soon as they have an answer for you. I apologise for the inconvenience. ”
What does this mean exactly
Have called FOS and said that they had received file from Provident do you think that from this response they are looking into this
Gemma says
Oh it’s all happening today Sara I got my final response from provident partial upheld over 30 loans but only want to uphold the ones I defaulted on which would clear outstanding balance and refund of £750 pfft!!!!
Lynnsey says
How long does it usually take for provident to acknowledge complaints.? I sent complaint In on Saturday, I know it only been a couple of days but just want a rough time scale. Other companies respond quite quick xx
Kaz says
I sent mine last week and had an email a few days later
Rob says
Hi Sara
Do you know if I need to put my redress down as an income when doing my tax return?
Sara (Debt Camel) says
the refund of interest is not “income”
But the 8% added is – you declare this as “savings interest” not like income from a job.
Provident will have deducted 20% tax at source for that, that needs to go on your tax form as tax deducted.
If you are a higher rate tax pay you may need to pay more. If you are a basic rate taxpayer you should be able to reclaim £200 (see https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/ for how to do this through an R40 form but if you complete a tax form, you do it through that instead.)
Chris says
Hi, can anyone give me some info if they have experience with Satsuma/Provident
Usual story, complaint sent to satsuma, rejected after about 14 weeks and went to ombudsman. Adjudicator ruled in my favour for redress on 2 loans and suggested refund of interest totalling c. £1,300
No response from provident in 3 weeks so now passed to an ombudsman (or at least in the queue).
Does anyone know:
a) how long it will be from this point before an ombudsman review it
b) is it likely provident will reply prior to the ombudsman review to settle
c) is it worth me calling provident to see if they will settle now before ombudsman stage ?
Any feedback from people who have been here would be appreciated
Amanda Eilertsen says
Could someone give me tom jefferies email if you have it please
Lynn says
Hi folks
Took my provident complaint to ombudsman where an adjucator picked up the complaint and asked provident to send my business file to them.
Few weeks later received email from adjucator who said “At this moment in time I cannot answer your queries. I am going to transfer your complaint to the correct department where they would be more suited to answer you.
They will get in touch with you as soon as they have an answer for you. I apologise for the inconvenience. ”
What does this mean exactly
Have called FOS and said that they had received file from Provident do you think that from this response they are looking into this
Joanne Cameron says
Hi,
My complaint was sent off to Prov in January, forwarded to the FO in late Feb. I had copies of lending from Prov with loan amounts dates etc which I forwarded to the FO. I then spoke to someone at the FO to get an idea of what loans might get upheld due to the pattern of lending that they could see with dates, overlaps etc and he said, by what he could see, I stood a good chance with loans 5-19 being upheld. I know this is not set in stone but I was just wondering if I could come to some agreement with prov before this gets looked at by the FO. Provident are still looking into it, my complaint only got forwarded as the time was up before prov made a decision. Is it worth me phoning prov up and asking to settle before case is looked at? Has anyone ever done that before?
Thanks !
Julie Clarke says
Had a reply from adjudicator about morses loans . Morses have only given them details of two loans when I had about thirty . I had the statement through but it is like 100 pieces of paper with every weeks payment too much to photo and send . Why do they do this . Do they make it difficult to prove . I have my recent book but looking back the agent took the full books back. Not sure how to proceed . Also the agent was with provident and Knew what loans I had with them when he left and went to morses and persuaded me to go over . Adjudicator said he needs evidence of this . How can I prove it
David says
Hi all, hope you are keeping safe and well.
Just had our cheques come through, all thanks to you guys and that of Neil. Wife had hers written off with just over £500 redress and mine came to just slightly over £5k. He seems very amicable and wants to settle these complaints rather than a drawn out situation with fos. I see a lot of other people have now had very big payouts for their loans, so very well done! Keep safe, hopefully this madness will be over soon!!
Jo says
Hi both my husband and myself had loans with provident for years , I have sent out complaints and in both I pointed out my husbands mental health condition which he has suffered with for years , we have had emails back asking to send any further documents or information .do I need to send anything yet to prove my husbands condition
Sara (Debt Camel) says
You can ask his doctor for something if you want. But at the moment you don’t have to give them anything, you can just reply saying you will give bank statements to the Ombudsman if they are required.
Gemma says
Hi Sara just an update on my provident case after I asked for my final complaint to be looked at again! Neil from provident upheld a majority of loans. I now have my outstanding balance wiped and a cheque on its way for just a little under 5k.
Thank you again just the dreaded amigos to go x
Joanne Cameron says
Sorry to jump on post! Was this after prov had rejected complaint? Or after it had gone to FO? Just trying to get a general idea of what options are available once prov have made their decision 🙂
Gemma says
This was after I got my final response! I did send to the fos at 8 weeks but they first said they would uphold 1 loan and pay off what I owed but emailed back with a bank statement and then Neil emailed you say he would look again so didn’t need to go down the fos route. Hope that helps
David says
Very well done Gemma! Neil seems to be very amicable when it comes to resettling existing complaints. He and his team seem to now be working at a speedy pace considering the cv situation.
Keep safe!
Gemma says
Yes David, Neil was fantastic and very amicable
And very pleased you got yours all sorted.
You also stay safe!
L says
I received my cheque from provident on tues, banked and cleared and now I am debt free, such a great feeling. Thank you Sara!🙂
Mark says
Evening, it’s been 2 weeks since deadline has passed from the adjudicator with no reply from Provident. Seen a few comments about emailing people in the company, is it worth me doing and if so who do I email and on what address please? Thanks guys, stay safe too!
L says
Neil.Iveson@provident.co.uk he’s great!
David says
Certainly worth contacting Tom, although if it’s with fos then Neil is your man.
Keep safe!
Jean says
Hi do you have an email for Neil at provident
David says
Neil.iveson@provident.co.uk
Tom.jeffrey@provident.co.uk
Michael Rivers says
I had a complaint upheld by the ombudsman but had no response before or after the deadline of the 3rd of April. I have Emailed Tom Jeffery and will let how it all goes.
Mick R
Christopher says
Hi Guys,
Great to read some success stories on here!
Provident had until 26th march to reply to ombudsman and didn’t so i am in the queue and have also emailed Tom and Neil directly
How soon so those guys contact you, after emailing ? Anyone with experience with timescales ?
Thanks
SHEILA MARSHALL says
Provident was supposed to reply by 17th March and they still haven’t. Ombudsman is giving them a bit longer but they ignored my letters so don’t hold out a lot of hope until they are forced to pay which the Ombudsman said they generally do in the end or it will be listed under the FCA/
Amanda Eilertsen says
I’ve had a response from morses saying the last loan I had was 2013 so I’m out of the time scale because it was more than 6 years ago .given up now .
Sara (Debt Camel) says
send it to the Ombudsman!
David says
Tom emailed me back within 24hrs, Neil will be cc in correspondence and generally Neil will phone you directly
Samantha Robinson says
Hi I put my original complaint into provident on the 10th Feb 2020, I received the standard reply a few days later, I replied back asking once again for them to forward my account details with loan amounts and history but still not received them yet 8 weeks on.
I received an email today (8weeks exactly from date of first complaint) telling me they are still dealing with my complaint and I can go to FOS, I’m not sure I can do this though when I have no loan information. Anyone know what I should do next and if I contact the FOS what information do I send to them?
Thankyou
David says
Just contact Tom or Neil directly, the process will speed up a lot quicker!
Sam says
I’ll try that, Thankyou David