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?
CAS says
Part 2
My questions / queries are:
Would Provident go directly back to FOS or would they contact me direct to make an offer?
I have read other comments regarding a 28 day deadline – What is the deadline for? I haven’t received any calculations or offers as of yet from provident.
How long do you think I should leave it until I chase again, if I dont hear anything. I dont like to keep chasing as I know they must have lots of other people in the same boat, but at the same time I want to keep on top of it and not let it be forgotten.
Thanks
CAS
kat says
It’s the 22nd. 28 days are up.
The postman has been and nothing from Provident.
No response to any of my emails to Neil. Not even an acknowledgment.
So frustrated as even though i got the email from FOS to say provident were settling, it looks like i’ll be getting in touch to reopen the case.
How have the other people waiting for 22/5 got on?
Sasha says
My last date was the 22nd and I had a letter from provident yesterday with what I’m entitled to and letter say cheque has been posted out.
Nicole says
Did anyone’s check turn up today? Mine didn’t, have to hope for Tuesday now
Val says
Hi nicole,nope mine didn’t, hoping for Tuesday now
Liz says
Like u guys deadline was today no breakdown no cheque. Just phoned to be told due to the virus claims are taking longer but should be sorted soon. Asked if he could give me a breakdown he said he couldn’t but I would hear soon. Not impressed 😔
Graham H says
My cheque turned up today, got the letter yesterday. I had previously emailed Neil who put me in touch with fos complaints team at provi; FOS.Complaints@provident.co.uk.
My advice would be to stay calm, be polite and hope they deal with your redress soon.
I had an outstanding loan from a couple of years ago that had been sold so expected a delay but was paid exactly 4 weeks after the date they agreed with the fos adjudicator.
I wasn’t prepared for the amount of the redress, it felt good to get that banked!
Advice to anyone who is paying tax on the interest, you can claim £1000 back from the taxman using form R40 available online, very easy to do and ive used it for all my refunds from these irresponsible lending claims. You can also back date it so if you paid tax and dont earn any interest on other funds, claim it back its your cash!
Nicole says
Hi graham can I ask was your cheque sent first class or 2nd? I received letter on 15th now just waiting for the cheque.
And well done bet you was over the moon, worth the long wait
Graham says
Hi Nicole, it was first class ,hope you get yours soon, mines all tucked up in the bank, it was a great deal of money 💰
Graham H says
Hi Nicole, cheque was dated 21/5 sent 1st class. The post is sporadic at the moment, did you contact them using that email address I provided? Just keep on until they answer you! Very happy with outcome, they refunded interest on 24 loans totalling £17k with interest.
Nicole says
Hi graham wow that’s a lot 😁
I phoned them earlier and all I got back was my cheque was requested on the 18th wouldn’t give me a direct answer if it’s been sent or anything! I’m not very good at writing emails, it might be the current condition, I’m not receiving a lot of post atm
Graham H says
I dont think those on the phone have access to anything from what has been said, also Thursday is supposedly the only day they issue cheques. If it was yesterday then I would think it will be Tuesday you get it.
They wouldn’t give me any info regards the amount by email, I had to wait for the letter. Have you received your letter yet? That usually goes out before the cheque, I would guess they do the calculation first and then send to dept to issue the cheque.
I wouldnt worry about how to write your email, just let them know that the 28 days have passed and you would like further details on what is happening. Thats all I did.
Nicole says
Hi graham
I spoke to Neil on the 15th and after the call I received email with all the breakdown and 8% etc said to allow 14days for cheque, I never received letter cause I told neil I would rather email. Spoke to them today they said my cheque was requested on 18th but won’t let me know if it’s been sent, I have sent email, but I have looked where head office is right in the north I’m in Portsmouth so way down, with the current situation that’s probably why
Graham H says
Sounds like you’ve done everything and cheque should be on way hopefully. I live within 10 miles of their head office so maybe why I received so quick. Hope you get it sorted soon.
Kelly McCandless says
Hi all,
I was wondering if anyone has any advice they could offer. In 2018 I stumbled across this site while researching vanquis. I put in a few complaints at the time to vanquis, loans at home and various PPI complaints. . I used the link to the email above and remember I had to use their online form. I told them I would be putting in a complaint but in order to do this I put in a request DSAR I received a list of my accounts and nothing else. I got caught up in other things, mainly loans at home which has been a 2 year battle. I decided to send a complaint to provident as the only thing I received was my accounts. Today I received an email to say that they had looked at this in 2018 and a final decision had been made and they attached a letter which I have never seen before. I have emailed them when this was sent to me as I did not receive it. My question is do I have any chance with this at the ombudsman. Had I seen the letter I would have immediately sent to ombudsman as I had 22 loans from them totaling 19K all rolling over. The letter obviously states I had 6 months to send to ombudsman, but I DID NOT receive their final responce.
Thanks in advance.
Kelly
Sara (Debt Camel) says
oh dear. I think you will have problems with this. This is a very long time for you to have forgotten all about this.
Bev says
Hi Kat,
My deadline is also today, like you the postman has just been and nothing!!
kat says
Fired off another email to Neil and finally got a response. been told amount and that full breakdown to follow in post and that cheques runs are on Thursday so it won’t be done till then but am one step closer than this morning!
Hoping the rest of you get some new too.
Kelly McCandless says
Hi Sara, thanks for the reply. I know I am partly to blame. It is not so much forgetting about it, rather than not chasing them up. I did receive everything from the DSAR, but I can say wholeheartedly I DID NOT receive the final response letter. At that time I thought I had to have that letter to forward my complaint to the ombudsman. My one fault was not chasing this letter up.
Sara (Debt Camel) says
You can try – I am just saying it may be difficult.
nicky says
Hi Kelly
My partner was in exact same position. Never got any reply in 2018 from Provident. When he chased this up, they said they sent reply within the 6 months and now he was too late to take to Ombudsman. Wonder how many other people they have done this too. 🤔
Kelly McCandless says
Hi Nicky
Thanks for the reply. I have sent the ombudsman general enquiry asking for advice. They say there are some exceptional circumstances that they will look at a complaint after 6 months. I explained that I was waiting on a final response, which I thought I needed before referring. I 100% did not receive this letter and if I had I would have sent to ombudsman. I had 22 loans over 6 years £19,350 of which I paid £16,500 in interest. If the ombudsman wont look at it I will take it to small claims, as from some of the posts on here I know I have a very strong case. Like you said, I wonder how many more people did not receive that letter and just gave up. X
Nicky says
Hi Kelly
Let me know how you get on. My partner never even recieved his list of loans from then. He going to email ombudsman and see what they say and if they can offer any advice. He had provident from 2008 til 2019. X
Angela says
Can someone please share the link to the FOS page where i can make my complaint please.
TIA
Graham says
Hi Sara and everyone on this blog, just popped by to thank you for all your help and advice , today I have received a very large cheque from provident in redress from loans 4-13 and it also includes the statutory 8% interest. It has taken me just about 1 year and 9 months from start to finish and I’m so relieved it’s now finally over. Everyone that’s still waiting, battle on , and get the best outcome you can.
DC says
I used the Provident portal at the end of January to make a complaint. I did receive a response to confirm it was being investigated. I waited the allowed length of time & then got the response that thing were taking longer due to “the current situation”
It has now been 16 weeks & not even a sniff of a response
Does anyone have any ideas
Paul says
Hello I have had a Rubbish outcome so my only loan that the FOS said I should not of had was loan 11 the last one! So I have just had confirmation from provident that they have wipes clear some of the balance but only 2542 of it, what a rubbish outcome that is when I’m sure the loan was 2000 and the intrest was 2000 but they said I need to pay the remaining balance!
Sara (Debt Camel) says
why did FOS say only the last one was unaffordable?
How much have you paid to the last loan?
Paul says
They said that loans 1-10 were affordable but not loan 11 as I hadn’t long borrowed 3000 then they lent me another 2000 plus 2000 intrest! Do you only get the intrest wiped clear? I thought it was the whole balance?
I have only paid about 200 pound off I am still paying them but reduced amounts to £10 per month!!!
Sara (Debt Camel) says
You only get the interest removed. So if you borrowed 2000 and have paid 200 so far, the balance should be reduced to 1800. Then you can carry on with your affordable payment arrangement.
Paul says
Ok brilliant thank you.
Is there a way of maybe asking the FOS to look at it again? As I feel that it should be more than the 1 loan? Or is that not possible
Thanks?
Sara (Debt Camel) says
was this an adjudicator decision? or a second-level “ombudsman” decision?
Liz says
Hi guys
Quick question when you get the breakdown letter from provident does it tell you how much interest you paid out on each loan as I can’t find my old collection books to calculate what interest I paid.
Paul says
No this was just the adjudicator decision, the 1st person and provident agreed so it didn’t go to the ombudsman.
Sara (Debt Camel) says
Did you accept the adjudicator decision?
Shelby says
Hi Sara I’ve had a long hard fight with skyline direct the case went to the fos they wouldn’t even reply to ombudsman so she made a decision that they were to refund loans 6-15 they rejected her decision quoting a lot of quotes from FCA so it went to ombudsman she issue a provisional decision and they had to the 18/5 to answer they waited till 10 minutes to the close of business to object and sent over some more quotes the ombudsman contacted me today buy email and to put me in the picture that she was issuing her final decision and that she had been talking to skyline over the last few days she never contacted me this company has lied never reply to emails rude and at one point there excuse that I had an income was that I worked for them I couldn’t believe it I never worked for them the final decision was in my favour refund loans 6-15 plus 8% interest they refuse to pay the 8% they did this with my daughter but I’m a bit confused I thought the ombudsman decision was final but she asked if I agreed and I did but she also asked skyline if they agree and given them till 19/6 to reply I don’t know what happens if they reject her decision I thought her decision was final don’t know what to do
Shelby says
Yes I agreed with adjudicator and the ombudsman’s decision says I’ve to agree but she also asked them if they agreed I thought when the ombudsman gave her decision was final so don’t know what’s happening
Sara (Debt Camel) says
It sounds as though the Ombudsman’s decision was Provisional, in which case both you and the firm have the chance to object and produce more evidence. At some point the Ombudsman decides to issue a Final Decision which you are then asked to accept but which is binding on the firm if you do accept.
Shelby says
Hi Sara she did a provisional decision a month ago which I agreed and skyline had until the 18/5 to reply they did reply suppling more info the ombudsman has made FINAL decision in my favour but she has asked me and skyline to agree by 19/6 that is where I’m a bit mixed up why ask them to agree
Sara (Debt Camel) says
Ok it’s a Final decision then, you have accepted it so it is legally binding.
Paul says
I didn’t do anything they just sent me an email to say provident accepted it so I must wait to hear from them now on the case and it was closed at there end?
Sara (Debt Camel) says
Then go back to the adjutant say you don’t accept the decision and you would like it looked at by an Ombudsman.
Shelby says
Hi Sara I’m still mixed up as it is a final decision what if skyline don’t agree I’ve got a bad feeling about them they are the worst company I have ever known and they are determined not to pay out
Sara (Debt Camel) says
They are an authorised lender. I think you will find they pay out – but it’s understandable to be nervous!
Shelby says
What happens if they don’t agree
Sara (Debt Camel) says
Read https://debtcamel.co.uk/enforce-financial-ombudsman-decision/. No-one has had to do this!
JP says
Hoping I get my provident cheque through the door today!! Was told that the cheque had been requested from the finance department last Wednesday and was to make the Thursday run….
Hoping something turns up today!
I know people have had trouble with provident/satsuma but my complaint got resolved within 6 weeks of original complaint being sent in. There was no requirement to go to the FOS! Looking forward to this £6k
JP
Nicole says
Hi jp I’m in same boat…
Waiting for the postman mine was requested on 18th… it’s taking since November 2018 just want it done now looking forward to the 9k cheque if it actually comes! Fingers are crossed for us
Nicole says
Well no post again!
JP says
Nothing came through the post today – I wonder if this means we’ll have to wait until next week (14days) I really hope not.
Wendy says
Hi JP ,
first of all , great result for you getting your complaint resolved super quick . I’m delighted for you . I am in much the same situation, on week 5 of my complaint to provident . I have requested a breakdown of all my loans I had with them , but I haven’t received that yet . Can I ask did you get this information from them ? Just not sure if I should phone them and ask again for it ,
Thanks , Wendy
JP says
Hi Wendy,
I only received the breakdown of my loans once they issued their final response letter.
I downloaded my Experian report which showed each loan (reports show amount, start/end dates). You can also use the summary of borrowing pages on satsuma site to add up how much interest you paid on each loan.
I pestered the senior management team with emails every couple of days – Neil Iveson, Joe Sweeney, Malcolm LeMay
Rose says
Hi Sara
I submitted a complaint to provident regarding unaffordable loans early in February this year. The only responses I’ve had have been standard replies. After the 8 week period I sent a complaint to the financial ombudsman but haven’t heard from them or provident.
I had provident loans for over 20 years without a break, often having to reload just to be able to make the payments. I’ve had alot of debt problems over the years, thankfully things are a bit better now, but I’m annoyed that I’ve had no response from provident. I understand that the current covid situation will delay things but what should I reasonably expect in way of a response?
I’m glad to see that many people are having their issues resolved but frustrated that I’m being ignored.
David says
Hang in there Rose,
I too complained to Provident around January and following the eight week grace period after receiving no response complained directly to FOS.
Last week I received a letter from Provident and an offer which returned all the interest apart from the first couple of loans, I accepted and await the cheque arriving.
So just hang in there, I received nothing from Provident or the FOS until the offer came through.
Rose says
Hi David
Thanks! That gives me a bit of hope. I’ve had multiple rolling loans for almost 30 years! I know I can’t get anything from early ones but anything back would be nice. Happy to hear you got sorted. 😊
H says
David,
Did you have all contact via email and final response as a letter? I complained january and still haven’t had a final response from provident. I have sent it off to FOS today.
H
Sam says
Hi Rosie, my story is very similar to yours, I also put my complaint in on January and only got the usual automatic responses and eventually referred to fos after numerous emails asking for my loan history. I see David got a good quick response so hoping we’re the same. Davids story gives me some hope! Thankyou
Rose says
Hi Sam
Yes 🤞 for a result soon!! 😊
Rose says
So I had my breakdown and offer today, but the records show a 7 year gap in loans and one loan took 7 years to repay? I have called them and they are looking into it. Has anyone else had errors in their loan history? It’s a bit worrying.
Sam says
Hi Rose I’m glad to see you’ve also had a fast response, hopefully you get it all sorted quickly. Can I ask did you receive your breakdown and offer by post or email?
Rose says
Hi Sam
It was by post. 😊
Sam says
Thanks Rose, hopefully my wee postman brings me one soon 😂 x
Rose says
Let’s hope so Sam! 🤞🤞
Sam says
Update- I’ve received an email from FOS this morning giving me a case number and asking for some information, so going to call them with the details today. So fingers crossed the ball has started to roll.
Sam says
Hi rose I received 2 letters today one containing a cheque and the other a list of loans, mines too has large gaps and there is no way I only borrowed 9 loans from them, they have said only 1 loan was issued irresponsibly so I’ve sent an email back to fos as I’m not sure if this is their sneaky way of dealing with things hoping I will just cash the cheque.
Sam says
Hi Rose, are you any further forward yet? I’ve had contact from the FOS first one just letting me know they received my complaint and asking for further information and one last week asking me to agree to a declaration for them to deal with my case so hopefully the ball is now rolling. Hopefully u have had some progress.
Suzi says
Cheque arrived today and banked🎉🎉🎉
Peter Barry says
I have had provident loans and I had to pay one off to get another loan out I have got four loans with them but now I could not keep up with the repayments I was in arrears with them at the moment
Siobhan says
Good news! Received my cheque today. Didn’t get an offer letter beforehand but did get the cheque. It’s about £1000 more than I thought 😊
Nicole says
Well still no cheque…. not happy one bit, has anyone else received theirs today?
JP says
Hi Nicole,
I think we’re going to have to wait until next Monday now as the cheque will be issued on this weeks run. Having been following this forum for some time, people tend to get cheques through the post on Monday (last 3 comments confirm).
My case was settled on 19th May so I think it’ll go in to this weeks run and receive on Monday 1st.
People that had their cases resolved on week commencing 11th May only got their cheques this week so there roughly a week lag to when they settle and dispatch the cheques.
Regards,
JP
Nicole says
Hi jp
Update postman came at 11.30 with 2 cheques for nearly 9k each… I did phone and was error and to only cash in one.. but it’s banked and hopefully clears..
Hope you get yours soon
JP says
There’s light at the end of the tunnel :) good on you!, hopefully mines turns up this week!
JP says
Cheque received and banked :)
Heather says
Hi JP. How long was you waiting for from start to finish.
Michie says
How long had your claim been going, I’m on week 9, xx
Nicole says
Mine has been going since nov 2018 lol mine went all the way
Rose says
I’m on week 17….
Shirley says
I’ve been waiting since jul last year heard nothing so far. Good luck allx
Amanda Eilertsen says
Hi all I received a letter from morses yesterday saying my loans were paid up by the time it went to them .so it would have been welcome Finance which have now gone into liquidation and I have missed the deadline apparently
Heather says
Hi.
I have had continious loans with provident since 2014. The loans total around £8000 but with interest its over £1600.
I paid it religously as I did not want my credit history to be effected, also because I didnt want me or my children to be hiding from anyone coming to the door. I struggled to pay as had to do without other things or miss other bills such as my rent and utiilties.
For every loan I had, I refinanced at the end to get another one.. and the loan amounts have gotten bigger n bigger.
I would like to claim for back the interest, some if not all as I feel like the loans was defintely unaffordable but I have a current loan with them at the moment which I am still struggling with.
Am I able to claim with a current loan, if so what would happen to it, I owe them just over £3000 at the moment.
Thanks in advance
Heather
Sara (Debt Camel) says
That sounds like a very strong Affordability complaint – many loans, no gaps, increasing in value.
Are you currently behind with rent, council tax or utilities?
Do you have other problem debts?
Heather says
Hi,
Yes, I have rent arrears and utilities arrears. I have missed credit card payments as well but am trying to keep up with this now. I pay my council tax as I don’t want to go to prison :(
Sara (Debt Camel) says
You can definitely make an affordability complain with a current loan.
These can take a long while to go through.
I suggest that at the same time as making this complaint, you should talk to StepChange about a debt management plan, where you give priority to repaying priority debts (including rent arrears and gas and electricity arrears) and all non priority debts – including credit cards, this Provident loan, catalogues, overdrafts – are in the DMP where you make a single affordable payment. See https://www.stepchange.org/how-we-help/debt-management-plan.aspx
Then if you get a refund from provident that can be used to clear priority debts and a lot of other debts in your DMp. But you are in a safe position with the DMP while the complaint goes through, including going to the finacial ombudsman if Provident do not make you a good offer.
Heather says
Thank you for your advice. I will give it ago and let you know.
I dont mind paying the current loan, if they can reduce the interest so the payments are less. Is this possible? Also would it go in mu credit history?
Sara (Debt Camel) says
If you win your complaint (and it sounds like a good one! no one with priority debts should be given an expensive £3000 loan by provident!) then any negative marks on your credit record are deleted.
If you don’t want to put all your debts into a DMP, I suggest you offer provident a lot less a month – don’t ask them to reduce the interest, just say you can only afford £20 or whatever as you have rent arrears and utility arrears you need to clear.
Lisa says
Hi, this forum has been a great read!
And like some I too have had loans for around 20 years with them!
I managed to break the cycle when I left a bad relationship. (6 years ago) still paying one off through a debt company!
I so hope I get as much as some of you guys have had, would be a lifeline!!
I put a complaint in and had a response the day after regarding some info, I replied and then received another saying if I have anymore info that will help my case to then forward on ASAP.
Fingers crossed it’s going in the right direction!
Heather says
Thank you for your help.
Thats really useful. Just one more question do I tell them its not affordable when making the complaint or after.
Sara (Debt Camel) says
You can do it at the same time by adding a sentence to say “I am unable to carry on with the current repayments and need to reduce them to £x a month so that I can start to clear rent arrears and [any other utility bills you are behind on].”
Don’t offer more than you can afford each month.
If they are currently taking money by direct debit, cancel that DD and offer to set up a standing order so you are in control of the amount.
You are not asking their permission to do this, if this loan means you have priority debts you are telling them.
Heather says
Thank you Sara, you have been amazing 😊
Deborah says
Hi Sara
My complaint went into Morses 2 weeks ago.Today I received copies of all my loans.The letter attached makes no sense to me.Can you help.
Thankyoufor email requesting as statement and signed copy of your agreements.
Agreements ×× & ×÷ are unavailable as its historic.
Morses purchased open accounts only from shopacheck/welcome finance on 9th March 2014.Accounts 1-13 15 16 & 17 were all settled prior to this date.
Please see contact details to cintact them..Welcome finance address & phone number.
I trust this clarifies your request:however should you have any further queries, please don’t hesitate to contact………….
Now I’m not sure what do do now.I copied your template letter and changed to my own words.
I’d appriciate any advice thankyou…
Amanda Eilertsen says
Hi Deborah I received exactly the same and it said that welcome finance Had Gone into liquidation and we also have missed the deadline from them but I have still put a complaint in through resolver
David says
Snap! Pretty cross when you consider provident are being more efficient and upholding complaints
Liz says
Hello Sara and everyone
Hope ur keeping well and safe. Just want some advice I’ve had my breakdown from provident just awaiting the cheque to arrive. What u want to know is when can I claim the tax back that I paid? As it’s a new financial year do I have to wait till next year before I can claim?
Many thanks
Liz
Kelly McCandless says
Hi Liz, I was wondering the same. I asked the company to provide me with a tax certificate. On that they have put how much tax they deducted but in section 6 it say: Period for which payment was due. They have put 2013 to 2018. I wonder if you can claim it back for a previous year?
Sara (Debt Camel) says
no, it is treated as savings income in the year in which you get the refund.
Kelly McCandless says
Thanks Sara.
Sara (Debt Camel) says
This article explains how to get some of the tax back: https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/. You can do it mid year but you need to be able to estimate your income for the rest of the year. Also if you have any other claims in progress it’s usually simpler to wait and do them all at once.
Karen says
Sent complaints to both Provident and Morses on 18/3/20 for myself and my husband. In total we had borrowed nearly 30k continuously for 3 years. Had generic emails from Provident and generic letters through the post from Morses. Had a further generic response from Provident saying we could escalate to the Ombudsman should we so wish. Did this on the same day for both myself and my hubby. I have had an acknowledgement email but nothing else but my hubby has had two further replies asking for further information etc. Should I contact them again about my account as I was the main borrower and my complaint was sent before his. Also I have not heard anything else from Morses for a couple of weeks so should I just escalate to the Ombudsman or do I need to wait for them to say I can do this? Thanks for any help.
H says
So I complained to provident back in january and have still not received my final response. I chased them last week and got the generic you can now take to ombusman. I have submitted to ombusman today. Will never get a final response from provident?? And will the ombusman look at my complaint without my final response. I did add my DSAR and credit report?
Louise says
Hi all,
The adjudicator has gone in my favour from loans 4 to 18 with provident. Which I am so happy about the letter states provident have until the 2nd to reply my question to you guys that have experienced this is have they replied and should I contact them? If so who do I contact?
Well done to all that have got success in this.
Thanks
Graham says
Be prepared for a long wait , my case took 19 months from start to finish.
Sara (Debt Camel) says
I *think* a lot of the log jam is being cleared so wait times should decrease in future.
Louise says
Thank you the ombudsman adjudicator has given them until the 2nd of June to respond do you think it’s worth contacting provident to try speed things along?
Kelly McCandless says
Is anyone having a problem with provident online complaint system? Is there a limit to the letters you can gave. Keeps giving me an error in the complaints/ comments box
Thanks
Ang says
Hi there I received my final response from provident advising cheque will be issued within 14days, might be longer due to current covid situation and that by cashing cheque this would be acknowledgement of acceptance of their final response. Just wondering if this is the normal format of the final response and if anyone has been issued a cheque during lockdown how long did it take to reach you? Thanks
Sara (Debt Camel) says
how many loans did you have and how many are they refunding? Some provident offers aren’t very good at the moment!
Ang says
15 loans, refunds on 9 of those
Sasha says
Fingers crossed I get my cheque today had my letter on the 20th May to say how much I will be getting.
I don’t think it helps with the delays with Royal Mail.
Michie says
My details have now been passed to FOS, it says on my letter they made need bank statements and credit report my loans are from 1993 to 2012 so won’t have this information will it make a difference, thank you
Sara (Debt Camel) says
I suggest you reply saying you can’t get such old bank statements and the only credit record you can supply is your current one – do they want this as it doesn’t cover the period of your Provident borrowing?
It helps if you do have statements, but with such a prolonged period of borrowing FOS can often decide the loans were unaffordable without statements.
You can only get a refund for loans taken after April 2007, but FOS may take into account all the earlier loans in making its decision.
Michie says
They haven’t asked for them as yet, hopefully they won’t, thank you
Ashley says
An anyone help please?
Sent complaints to both Provident and Morses on 18/3/20 for myself and my husband. In total we had borrowed nearly 30k continuously for 3 years. Had generic emails from Provident and generic letters through the post from Morses. Had a further generic response from Provident saying we could escalate to the Ombudsman should we so wish. Did this on the same day for both myself and my hubby. I have had an acknowledgement email but nothing else but my hubby has had two further replies asking for further information etc. Should I contact them again about my account as I was the main borrower and my complaint was sent before his. Also I have not heard anything else from Morses for a couple of weeks so should I just escalate to the Ombudsman or do I need to wait for them to say I can do this? Thanks for any help.
CAS says
Received notification from FOS today that provident has agreed to settle my complaint in line with the adjudicator , just awaiting breakdown and cheque from Provident which im guessing will (hopefully) be this month. Originally complained to Provident in September who rejected in January, sent straight to FOS, FOS acknowledged in February and looked at my case in April, sending a response to Provident. so its taken just over 8 months to sort, so for anyone waiting, there is hope.
Louise says
Hi well done on your result. When the ombudsman wrote to provident what date did they give them to reply? Mine have said they have given provident until the 2nd June but not looking hopeful.
Thanks Louise
CAS says
Hi Louise, thanks.
FOS wrote to provident 27.4.20 and gave them till 11.05.20. They didn’t respond by then, which I knew they wouldn’t, they are a bit behind due to the current situation. I sent an email to provident asking for info on my complaint and they emailed me asking for details, this was last week.
Louise says
Thanks Cas,
Who did you email? thank you so much at lease I have a timeline :)
CAS says
Hi Louise
I emailed FOS.Complaints@provident.co.uk they answered me after a few days apologising for their late response and i think they must have budged something for me to get a response from FOS today Good luck :)
CAS says
Then today I receive the email from FOS stating provident were settling my claim, so I think it is worth chasing provident if they don’t respond within their time frame
Louise says
Thank you so much, i’ll send an email now and see what happens. Well done and thank you again
Shelley Tee boon says
Blimey Good result…I’ve been waiting 2 years and 4 months since first letter to provident, Adjudicator agreed In March that I should be refunded, provident haven’t replied by April 23rd as they should have done, So now gone to ombudsman, hoping and praying that I get some answers soon…really fed up with waiting now…I don’t know what else I can actually do to hurry things along, have emailed Neil iverson at provident where I got an email back just stating I have to wait as they have a backlog, can’t work out though why people waiting much shorter times are getting results quicker?
CAS says
Hi Shelley
I dont get how some people wait for a year or 2 and others get a result quicker either. I did email Neil Iverson twice and got no response so I emailed FOS.Complaints@provident.co.uk and they got back to me within a few days. They were quite helpful. Maybe send them an email and just ask if they can give you an update on your case, thats all I did and was contacted by FOS today. Good luck
Shelley Tee boon says
Thanks for that will get on with that now, so fed up with waiting now…and then when adjudicator emailed and agreed with so many loans I thought yay that’s the end of it but that was nearly 2 months ago now, thank you and wish me luck 🍀
H says
I sent my complaint to FOS a couple of days ago…. I haven’t even had a final response from provident. Every time I email them they send back you can escalate to FOS but we are still looking into your complaint. Do u need your FOS case assigned to a handler before you email this address?
kat says
So after Provident agreeing with FOS and getting an email on the 22/5 which was the 28 days given by the FOS, i have got my cheque in the post today.
Don’t think i’ve ever had so much in my bank account. once it clears i am treating myself to a new tv.
Thank you to everyone on here and Sara for keeping my spirits up.
CAS says
I love hearing stories like this, im hoping for the same thing about my bank account lol
Nicole says
Hi Sara
Can you tell me how I claim back the tax on my redress if I’m a non tax payer?
I’ve looked at the R40 form it’s very confusing, have I got the right form? R40 savings and investments…
thank you
Sara (Debt Camel) says
See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/.
Carolyn says
Hi All, I have been reading the forum for months now and have found it very helpful. I started a complaint against Provident & Greenwood’s on 3rd Feb 20 using the template on this site, I received the usual automated reply’s from Provident, so sent to F.O.S on 4th April 20. I received an email from Provident today (01.06.20) detailing all my loans with them of which there were 28 all of which overlapped with no breaks. I had the pleasure today of laughing at their offer to refund the interest on the last two loans plus interest totalling £513.35. The total interest on all the loans comes to £5,877.50 not including the 8% statutory interest from 2007 to 2014, which would make the total around £13.5K.
Just wondering if anyone else has had any offers recently? Hopefully the F.O.S may see things differently. Good Luck to everyone else who is going through this process.
Kat says
Hi there, I have just heard back from the adjudicator about my provident loans. Agreeing 16 loans out of 21 shouldn’t have been given to me. Provident have until 15th June to respond. Do you actually think I will get anything out of this? I really struggled with these loans for years but worried I will be one of the unlucky ones that doesn’t get a penny back. I don’t even know how much I could be owed, as Provident didn’t send me a breakdown of my loans. How long does it take if Provident don’t respond to get an answer and hopefully a payment? Fingers crossed! Thanks.
Alison says
Hi, I placed a complaint with provident in September 2017, I had a loan with them but there was a second one on my credit report which I know I didn’t have, they were completely useless, ignored emails etc, I eventually took it to the ombudsman in April 2019 ( I would have done it sooner but unfortunately my dad was diagnosed with terminal cancer and I was looking after him) anyway the ombudsman service have been amazing! I only complained about this one loan but have had 21 with them dating back to 2005, the adjudicator called me in April saying she had taken the time to look back through all my loans, I didn’t ask them to do that and said she was recommending that provident refund the interest and 8% on loans 6-21! I was amazed, provident agreed to it last Friday, I have worked out it will be around £17000 because of the interest going back so far!
Lisa Selway says
Wow!! That is amazing!
I’m only on week two off applying, so hope mine don’t take that long. Fab refund though
Kat says
Hi Alison, first of all so sorry to hear about your Dad that’s so hard to deal with.
I am really encouraged after reading your post, that’s great news for you. I hope you get your payment swiftly now.
If Provident don’t reply to the adjudicator by the deadline, I think I’ll start emailing Provident as many others have.
I’ll let you know how it goes! Take care and good luck
Louise says
Hi there mines similar provident had until today to reply – no reply the adjudicator has chased them for a response today.
danny says
I should of had a response today as well but haven’t so I will be on the phone to the FOS tomorrow to get them to chase provident up good luck with your case with them
Louise says
I had an email from adjudicator this morning at 7am saying they were chasing them for a response. I have also emailed provident so hopefully I will hear something soon. Good luck with your claim
Kat says
Good luck, let me know if you hear anything. All crossed for you!
Samantha says
Hi I forwarded your template to provident a couple of months ago. I received an initial response to say they had received my complaint, followed a few weeks later with another letter just confirming that if I wasn’t happy with anything I have up to 6 months to take my case to the ombudsman. Yesterday out of the blue I received a cheque! No correspondence what so ever, I have no idea how this has been worked out. It all seems very strange, should I not have accepted the offer befor I received payment?
Sara (Debt Camel) says
another letter just confirming that if I wasn’t happy with anything I have up to 6 months to take my case to the ombudsman
So this letter just said that Provident hadn’t yet reached a decision?
Samantha says
I think so yes, it starts we are sorry we have been unable to resolve your complaint at this time, plz be assured it is receiving our urgent attention and will provide u with a final responce in due course. It just goes on to say I have 6 months from the date of this letter to contact the ombudsman and they included a leaflet with information I needed should I need too. Don’t get me wrong I’m over the moon to receive a cheque I think I just thought it would be harder? I have had nothing about how this was worked out or if I was happy to accept this amount ( I am more than happy btw) I also made a claim for my husband as we both had loans, he has received the 2 same letters as I have but no refund as of yet.
Sara (Debt Camel) says
I suggest you ask Provident how many loans they are refunding… a cheque is nice you need to know whether it is covering most of your lending or just a small part of it!
Samantha says
I will but because I have had no correspondence and only 2 automated response letters I’m not sure how to chase it up, I don’t have a case/ account number and still have no details of how many loans iv had, I’m guessing I will get that information at some point
susan says
I received my £600 cheque from provident past week, very pleased to see the end of this sorry saga.
Nicola says
Hiya,
I’m new to this, I’ve tried to do the online contact for provident but it doesnt seem to be sending ??
Does anyone have an email address I can send to instead.
Thank you in advance
Heather says
Hi,
I wasn’t sure if mine went through either, so I posted a copy as well just to be on the safe side.
Kelly says
Hi Nicola,
I had the same problem the other day. I emailed
NewCustomer.Complaints@provident.co.uk
I received a confirmation email right away then an email asking for more information. You could give that a try.
Nicola says
Thanks I’ll post a copy too then
Karen says
Have received a letter from Morses this morning declining my complaint. It says I have 6 months to raise it with the ombudsman should I wish to. They state that all my borrowing was affordable and they see no reason to think otherwise. Do I bother with the ombudsman? Also have complaints going with Provident which have been escalated to the ombudsman however my hubby has had several responses to his but I haven’t heard anything. I was the main borrower so should I contact them again? Any help is much appreciated. Feeling very disappointed.
Kat says
Hello Karen, I am sure someone more knowledgeable will come alone – but put your Morses complaint straight through to FOS. Same happened to me with Provident but FOS agreed with me. Mines taking forever but I think starting to get somewhere. Don’t give up, just pursue claims with FOS. Good luck
Colleen says
Hi i have outstanding balances with provident, i get the odd letter but thats all. Can i still complain? Thanks
Sara (Debt Camel) says
Yes you can complain, many people here have won cases where they stilled owed money on the last loans
Colleen says
How would i word that into my letter please sara?
Sara (Debt Camel) says
Just send the standard template letter. If they start asking you to pay the outstanding balances, only offer an amount you can afford each month.
Rebecca M says
Hi, I had an adjudicator uphold my complaint against morses club and they had until 28/05 to respond and they haven’t so it has been escalated to an ombudsman for a final decision. Is it normal they they don’t give a response to an adjudicator? Thanks
Ian says
Hi Sara, firstly thank you for this great site it’s so helpful. My wife and I both used the template letter to complain in January both got the standard letters from provident so went to FOS end of March. We both got confirmation from FOS they had received our complaint but nothing more so don’t think they have been picked up yet.
But today out of the blue we both got a cheque from prov for a sum which we reckon is about 1/20th of the amount if FOS ruled in our favour (we both had over 30 loans between 2007 and 2014 all overlapping). The strange thing is the wording on the letter “Please find enclosed your cheque for £xxx in reference to Compensation – Awarded via 3rd party (FCA FOS etc).”
Is this just Provident trying to make it look like FOS have made the decision and hoping that we will cash the cheque and accept the poor offer?
Thanks, Ian.
Sara (Debt Camel) says
so this doesn’t say which loans are being upheld?
Phil says
Hi. We had exactly the sane in April. Provident said they sent emails and letters With breakdown on but surprisingly we never got them. We cashed the cheque and finally after 5 weeks of constant emails we received the breakdown. Turns out it was 1 loan they refunded and refused the loan he took after it. I spoke to the adjudicator who has agreed even though cashing the cheque is classed as final settlement as we didn’t receive any correspondence he will look into it. He had 15 loans and the last 4 were over 2k alone.
Seems the new thing to just send a cheque and hope you don’t ask for explanation
Ian says
I kind of thought this may be a new tactic. They must be worrying lol.
Samantha says
His Ian iv had the same thing, a cheque out of the blue with the same wording. I hadnt escalated my claim so have no idea why it would say that on the cheque. I have no idea how it’s been worked out so I’m not sure if I should cash the cheque or get in touch with the ombudsman. I feel like the wording on the cheque kinda makes it sound like the amount awarded to me has come from the fos but apparently I have 6 months to contact them if provident doesn’t sort my claim. I dunno, I’m just confused, did u manage to make any sense of it?
Ian says
Hi Samantha,
Same as you cheque came unannounced, today I got a letter with the breakdown paying out on 1 loan of 30.
As you said the letter seems to imply that a decision has been made by FOS/FCA but this can’t be true although my case has been passed to FOS I’ve only had confirmation of receipt of complaint from them not that it had even been looked at.
From previous posts it seems that if the FOS were looking at cases there would have been correspondence from them before provident sent cheques or even acknowledge the decision.
I really do think the cheque out of the blue is just a new tactic hoping people will just cash the cheque and accept a very poor offer as when you cash the cheque you actually legally accept that as full and final settlement.
DON’T cash the cheque unless you really need to.
The cheque is good for 6 months.
Contact the FOS first.
From my calculations for both me and my wife, the provident offer was about 1/20th of the amount the FOS may award.
Sorry for waffling. Hope you get it sorted.
Ian says
Hi Sara, I’ve had no correspondence from Provident at all since their standard email in March saying I could contact FOS if I wish too. My wife did get an email with the breakdown of her account 31 loans since 2007 all overlapping and they only said the last 2 were unaffordable.
I Mendez says
I made a complaint to Providebt and denied my claim last september 2019 and said that if am not happy with the decicion i could refer it to ombudsman. I emailed ombudsman with regards to the decision last December 2019 and asking me some more evidence anout my complaints but unfortunately i haven’t managed to submit it. Will ombudsman accept my paper if i submit it now even though the 6 months grace period given by Provident lapsed already.
Sara (Debt Camel) says
I emailed ombudsman with regards to the decision last December 2019 and asking me some more evidence anout my complaints but unfortunately i haven’t managed to submit it.
what sort of information was the Ombudsman asking for?
I Mendez says
They’re asking about any evidence or records i got with me with regards ti my Provident account.
Sara (Debt Camel) says
well I suggest you contact them and say you have now assembled the evidence they want. I don’t know what they will say, if they gave you a deadline it is possible they have closed the case.
Tony says
I hope you are well, Just wanted your opinion or advice if possible. I complained to Provident in January after lending a lot of money from them for years. They have responded and they have offered me a 4000 refund on 5 out of 34 loans. The loans range from 2007 to 2013 and total over 30K plus interest. My complaint is already with the Ombudsman. Do you think this is a reasonable offer? Should i let the Ombudsman continue with complaint. I am please to say i am now debt free after completing a DMP over 6 years. Thanks in advance for your time and response if you can
Sara (Debt Camel) says
If you are right that you have borrowed over 30k that sounds like a VERY poor offer. Indeed it is almost certain to be a poor offer because it covers so few loans…
I think it is very poor of Provident to try to buy someone off cheaply by offering what sounds like a lot of money – 4k isn’t small change – but which is a lot less than you could expect to get from the Ombudsman.
I think you should tell Provident unless they increase their offer substantially, to something more in line with what FOS would decide, you are not accepting it and will let your FOS case continue. You could cc your email to Neil.Iveson@provident.co.uk, Tom.Jeffery@provident.co.uk and Joe.Sweeney@provident.co.uk
Tony says
Hi and thanks for your reply. Sara.
Think I will tell them I won’t be accepting offer. Was just a bit worried I won’t get anything. Will keep you up to date on how I get on.
Hope everyone in the same situation gets a result🤞👍
I Mendez says
I think what they are asking from me is to send my bank statement and credit score dyring that tine when i took out the loan
Julie clarke says
Hi has anyone claimed their tax back from a large provident pay out At a later date ?