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?
Ash says
Has anyone had any contact with Neil @ Prov recently? Sent him an email saying I’d rather settle than go through the ombudsman and he asked me to reply with the amount I would be happy with. That was nearly 3 weeks ago. Have emailed him again to ask if he’s considered it but not heard back. Don’t want to be a nuisance but at the same time want this dealt with. Should I make a nuisance of myself and email again?
Deborah says
Hi Amanda
I didn’t have to go to fos it was all handled within 9 weeks.I had my offer in the post.They did take what I owed out of it.But was happy.
Drop them a email and ask.They are quite good at replying within a couple of days.
Amanda Eilertsen says
Thanks for your reply Deborah .i don’t understand I owe them more than what there offered.so will I have to start paying again the rest what I owe .because haven’t paid them in years ?
Sharon says
Hi Sara
Am I right in thinking, that even if you have had loans older than 6 years, you still need to have complained to the ombudsman within 3 years, for them to look at the complaint, as I have have stated that, I knew there was something wrong in 2013, but was not aware that I could complain, I was made redundant, so went into a DMP, I only found out in 2019, that I could complain, could you please give me some advice.
Thanks
Sharon
Sara (Debt Camel) says
So it’s possible to know that you couldn’t afford the repayments and needed a DMP in 2013 but not realise that the lender had a responsibility to check you could afford the repayments. So you may have thought it was your fault for being bad with money? Or that you were unlucky? But not realise you had any reason to complain the lender had done something wrong in giving you the loan. You need to make these points clearly to the ombudsman.
Sharon says
Okay thanks very much.
Sharon
Lou says
Hi Sara,
Thank you soo much for this site. I am getting wins slowly but surely. I had around 15 loans from Provident 2011-2014 and they have offered £1900 back with £1400 going towards payment of what they deemed affordable. I am super pleased to have this debt cancelled. What a relief! Thank you so much.
Lou
Sara (Debt Camel) says
how many loans are they refunding, Lou?
Amanda Eilertsen says
I had the breakdown off the ombudsman but haven’t heard from morses as of yet .when do they tell you if it’s coming off what you owe any idea ?
Adrian says
Hi as anyone gone straight to Neil@provident asking for them to settle before the fos saving them time and money as the longer it goes on the more interest they pay? I’m thinking of doing this..the amount they owe me is nearly £20,000 but I’m open to make a settlement lower than this…do you think they will accept??
Sarah says
I emailed Neil approx 4 weeks ago and have not heard a peep from him, so I’m not sure if he’s stopped replying to people who email on spec now. Sara replied to me above saying that people aren’t getting good results from emailing them now, so just need to hope they don’t drag their heels with the FOS.
Adrian says
Thanks for that Sarah… think I’ll wait a couple more weeks and then ring Provident might get some where or might not.😬
L says
Hi Sara
Do provident normally acknowledge a complaint quite quickly? My mum has tried contacting them with complaint but hasn’t heard anything, not even an acknowledgement that they received her email?
Thank you
Sara (Debt Camel) says
how long since she sent the complaint?
L says
It was a few weeks ago. She doesn’t know if it’s not worked and she should try again or if there’s a different email to send to or just the online form that’s on their site?
Sara (Debt Camel) says
I suggests she phones up and asks why she hasn’t had a confirmation of her complaint.
L says
Ok that’s great thank you. I’ll get her to do that
Carl says
Hi Sara I was just wondering how many years can your complaint go back with provident?
Sara (Debt Camel) says
back to April 2007.
Rebecca says
Just want to thank you al for the advice. I have just this morning received my ombudsman final decision regarding my complaint against Morses. They have upheld my complaint on loans 4-14!
Amanda Eilertsen says
Hi all is payment normally made in 28 days or is it earlier or later ?
manxie says
Hi
I have just received a list of loans from Provident, what happens now? How do I start the ball rolling to make a claim, or have I already started it. They have listed 11 loans from 2007 until I had my DRO in Jan 2012. Is it the full cost of the loans we are claiming back (with or without charges?) or just the charges
Many thanks
Sara (Debt Camel) says
Did you send the template letter in the article above?
manxie says
Hi Sarah,
Yes I did, I amended it to what I thought applied to me.
Does this mean I have started the ball rolling?
Thank you for your reply.
Sara (Debt Camel) says
Yes, read what you sent – it starts off by saying “I am making a complaint to you about unaffordable lending. Repaying your loans caused me problems and to have to borrow more money.”
manxie says
Hi Sara
When I first contacted Provident 2 weeks ago, I sent the template and I adapted it to what I thought was relevant to me, and I also requested the list of loans I had.
Now I have had the list of loans, do I need to do anything, do I need to contact Provident?
Thank you so much in advance for your help.
Sara (Debt Camel) says
That template started your complaint. You don’t need to to anything now until Provident respond, which should be in 8 weeks. If they make you an offer, come back and check here because they seem to be making some pretty bad offers recently…
Rach says
Afternoon all,
I’ve just had an email fro the fos adjudicator saying that provident should refund my interest on loans 5 – 35. Does this mean that provident have to pay me back for these loans.
How long does it take from getting this email to receiving the funds? Any help or advice would be appreciated
Kerri says
Hi I received an email upholding mine from FOS and provident agreeing today. Have you heard from them yet? As mine said 6 weeks I can imagine it will be longer but I’m hoping it won’t be.
Paula says
Hi Rach
I got a similar email on 16/06/2020 and provident were given to 30/06/2020 but didn’t respond until last week and accepted the adjudicators decision. So I was emailed again by adjudicator on 31/07/2020 so say provident accepted the decision and in the next 6 weeks they should contact with a breakdown of the offer from Provident. So I’m hoping it won’t be much longer until they send a breakdown and cheque for the amount due.
Paula
Sam says
I received the same email on 30.07.2020. Have you heard anything yet from provident?
Paula says
No nothing yet. I’m hoping that they have 6 weeks that they do actually do it within that time for once.
Paula
sam says
Fingers crossed! Although I’m not holding out much hope!
Jayne says
Hi Sam,
Have you received your outcome and payment now?
I’m on week 2 of the waiting period and just wondering if provident actually wait until the 6 week deadline to payout
Tia
Sarah Perring says
thank you Sara for your advice about emailing jo sweeny at Provident after sending the same e mail all this week I have actually had a response to say they have sent the file to FOS so fingers crossed
I sent an affordability claim for my Husband in Jan and they have agreed that they shouldn’t have lent him 3 of the 5 loans and have given them til the 13/08/2020 for a response
This is weird as I havent been assigned an adjudicator so as people say it’s random how it works
Jo says
Posting to give hope for those seeking compensation for mis sold loans . I contacted Provident August 2019 via the Resolver site. The initial response from Provident was that they had behaved in an acceptable manner and I was not entitled to redress. I contacted FOS who disagreed with Provident and yesterday I received a cheque for £4000. I had 8 loans starting in 2013 .
This has been a slow process but worth it , the hardship I have endured over the years because I became entangled in pay day loans has been awful . Good luck to everyone.
Joanne says
Hi Sara
12 weeks in ive had a offer from provident.
£6350.Opinion please.
17 loans from 2010-2018.Total interest totals £6064.50
Thankyou
Sara (Debt Camel) says
have they said how many loans they are refunding? Do you currently owe them money, if so if the offer of £6350 in cash after they clear your debt?
Joanne says
Sara
I don’t owe anything all payed up 2 yrs ago.
Refunding 14 loans
Thanks
Sara (Debt Camel) says
14 out of 17 loans sounds like a good offer – unless they have left out the largest loans?
The 8% added interest looks on the low side,.
But gernally sounds like a pretty good offer.
Linda says
So I made my original complaint to provident In may, they offered me £1300 which I refused. Sent to the fos and was picked up quite quick and the adjudicator had said loans 6-30 should be refunded and have given provident until the 13th to reply. What’s the likeliness that this will actually happy by the 13th lol
Joanne says
Thankyou Sara
Thought so too.
The 3 left out were very small.Thakyou x
Lisa Lyman says
Hi everyone,
I filled in the form with all necessary details (previous name, addresses,email, telephone number etc) and provident replied with “we can find no records for you and therefore your claim will be closed within a week if you cannot provide us with any more information”. I replied to this with details of my collector also and have heard absolutely nothing back. I do not believe for a second that they cannot find my details….I had loans from 2009 to 2016. What should I do next? Thanks in advance x
Laura says
Im in the same position. They replied giving me details of my loans from 2016-2019 but just didn’t mention the many loans I had from 2005-2016. I’ve already sent it to FOS but replied to Provident to ask why no mention of my previous loans. How am I supposed to get proof? It was all cash dealings with an agent
Lisa L says
Hi Laura,
I didn’t even get that far to be honest. They’ve told me they can’t find anything for me at all, so no acknowledgement of me even being a customer! I’ve emailed them twice since, and I just get automated emails back saying they’ll respond within two working days which they haven’t done. So can I just forward this to the FOS or not do you think? I know what you’re saying though…..there’s no proof I suppose as it was all done in cash at the door. X
Laura says
I know but they must keep records as they have other peoples loans. Some advicd from others in similar position would be great x
Lisa L says
Yes they definitely have records, they’re just trying to put me off I think. I’m not going to give up though, but I’m just wondering if anyone else has had the same response as me and what they did next really? X
Kat says
hi joanne. Was this just 12 weeks with provident. Or was your case with the financial ombudsman for 12 weeks ? After you gave provident the 8 weeks period, Thanks.
Joanne says
Hi Kat
With Provident.
I did send to fos after 8 weeks so need to cancel that.
Sara any idea how to do that please
Sara (Debt Camel) says
Just send FOS an email saying what Provident have offered you and that you have accepted it.
Laura says
Hi I put in an affordability claim with Provident in May. I have had loans from 2005 with them. I asked them provide me details of all the loans an investigate that they were affordable to me. They have sent a final response saying they were affordable but have only included loans from 2016 onwards and gave no mention of the earlier ones. Has anyone else had this? I have now passed to FOS but i don’t have proof of previous loans as no longer on my credit file and was a book with cash payments.
Carly says
Hi all, I have spent hours reading through this forum and finally plucked up the courage to send my complaint off. I am however worried about what my caller will say. Has anyone had any issues from their callers since putting in the complaint?
James says
Hi Carly, Please don’t be worried about your caller. There is nothing personal about your complaint. You are making a complaint about the Lender. If it goes as far as FOS and they find in your favour or not, there is nothing to worry about.
Cj says
This is what I am worried about also ..have they said anything to you
Carly says
I’m into my 2nd week and he hasn’t said anything as yet. Although I pay online each week so I havent come face to face with him. But as James said above, this is not personal:)
Cj says
I’ve now sent it off this morning .I’ve been borrowing with them now for over 14 years .I dont recall ever not a mo th going by without making a payment to them …I’m three months off from finishing with them I cannot wait
Amanda Eilertsen says
Hi everyone just wanted to ask when morses have asked for your bank details and say allow 28 days for funds to go in .is it normally 28 days or is it before .or is it a standard procedure?
Deborah says
Hi Amanda
So they have asked for your details then.What did they say about what you still owe or was that covered?
Amanda Eilertsen says
Hi they didn’t mention any of that.lol they just said it will go in my account within 28 days ? So not sure 🤔
Deborah says
It must have been included then.Id be asking before you spend any of it.Its approx 10 days until it goes in .
Amanda Eilertsen says
Thanks Deborah I was hoping I was gonna get a letter with it all written down .but nothing yet
Deborah says
I didnt get anything either. x
Karen/Ashley says
I’m so fed up of this long drawn out process. Myself and my hubby have put in complaints against Provident and Morses. Both were rejected and are now in the hands of the ombudsman. Tried emailing Neil @ Provident to try and settle quicker. He replied straight away asking for my offer and since then I have heard nothing. That was nearly 3 weeks ago. Started our complaints in March, loans in total over 3 years totalled £28k. I don’t understand this process especially when reading people are being settled within weeks of starting the process and others it’s taking years. Really feel deflated at the moment.
Sara (Debt Camel) says
There does seem an odd random element in which cases get sorted quickly. At the moment no-one seems to be getting a good, quick result by emailing Neil early on in a FOS complaint.
The best thing is to not pin your hopes on hearing quickly and to try not to worry.
Matt davies says
Hello guys
Can someone please help ?
I have had FOS uphold complaint on loans 4-6 of my claim against provident and pay interest as settlement.
On my loan statement loan 4 was settled and due to entering dmp loans 5&6 were sold off To third party Lowell where do I stand with this in relation. To my refund ?
Many thanks
Matt
Sara (Debt Camel) says
Provident should do the refund calculation taking into account what you have paid Lowell in your DMP.
Shaun says
Ive got a second letter now from provident saying they are still looking into my complaint hopefully fingers crossed. Sent off a complaint about a month ago. Will keep you posted
Nicola Jones says
Hi all I had a company look into my provident claim as was getting know where with them. The company has just come back to me provident has offered 7000 grand compensation but will take two grand off me pay loan off? Provident has only excepted half the claim.The company that has helped me, is staying this is to low and to take it to the FINANCIAL Ombudsman. Am scared I will loose and end up with nothing as it was cssh payments plus my caller has my payment book. Any advice be great
Sara (Debt Camel) says
How much interest have you paid overall?
Anon says
Good day,
I had 14 loans with provident.
I submitted a complaint a couple of years ago but I don’t recall receiving a response and had kk evidence of the response in my emails.
I submitted a new claim a few weeks ago and they have responded saying they have already investigated my complaint and won’t re look at it and they issued there final response on 23/11/18.
I don’t recall receiving this and asked for a copy of the response.
I definitely haven’t received any SAR off them.
I take it I have now missed the opportunity to forward it to the FOS and have to accept I can’t continue the complaint? Thanks
Sara (Debt Camel) says
Well wait and see what you are sent. But yes, you are now in a difficult position. It is a mistake to not follow up on complaints if you haven’t received a response.
Ann-marie Derrick says
Iv been having Loans most year sines 1992 how far can you claim back
Deborah says
Only from 2007
Charles Dickens Andama says
Good morning,
I contacted Provident in June 2020 using the template on your website. They acknowledged receipt of my complaint on 23/06/2020. they did not send me the list of my loans.
On 15/07/2020, they send me an email that they had not completed their investigations and they aim to complete within 28 days.
Today 12/08/2020, I have just received another email that they have been unable to resolve my complaint at this time. That they can assure me the mattaer is still receiving their urgent attention and they expect to provide a full response in due course.
In the last paragraph, they also say I have the right to complaint to the Ombdusman.
Should I wait for their response or I should go ahead and complain to the Ombdusman?
My problem is i dont have the full list of all my loans. I only have the last five loans which they sold to a Lowell and I now paying for them through dmp.
Your advise is most welcome.
Sara (Debt Camel) says
It’s up to you. You could give them another couple of weeks before going to FOS, but I don’t think you should given them more than that. Provident will continue to work on your complaint even when it has been sent to FOS.
Charles Dickens Andama says
Thank you Sarah. I will get to the Ombdusman straight away. I don’t have the whole list of the loans as Provident have not send them. I did ask them to send me the list list. Won’t the Ombdusman need the whole list?
Thank you.
Regards,
Charles
Sara (Debt Camel) says
yes but Provident will have to send that to the Ombudsman, you don’t need to delay sending your case in because of this.
Lisa L says
Hi again everyone,
Has anyone had Provident say they cannot find their details at all? I need to know what to do next as they’re not acknowledging I’ve even had an account?
Thanks in advance.
Emz says
This has happened to me, they said they can only find one loan for £1300 (£2800 with interest) and stated this was my first loan. Altho they specifically tell you that you can’t get a loan for more than £1000 for the first one! I only had 4-5 loans but they say the rest aren’t on the system.
Lisa L says
Thanks Emz,
I’m not sure what to do because if I go to the FOS I can’t tell them anything because provident are saying I’ve never even been a customer! Not sure how I go about proving that I was for many years.
staci says
if you have a look on your emails you would have used to register thats how i found some of my agreements – as you have to be careful sometimes they tend to miss out ones
Emz says
I only had one email from them which confirmed my account and for some a reason they have said that they can’t find anymore, however the staff did state that they would never give out a loan of £1300 to anyone that hadn’t had a loan with them before. Do u have information from a larger loan?
Lisa L says
They’ve not confirmed anything with me, they just said they cannot find any accounts for me. My problem is that I have absolutely no proof of having any! I would have used an old email address which I have no access to either. I’ve given them all my details plus the name of my collector who gave out hundreds of loans in my area so I don’t know how they’re finding it so difficult to locate my details. I had loans spanning around 6 years. X
Lucy says
Hi Lisa,
Do you have a middle name? Try asking them to search with that, as a double barrelled first name or something. I had similar problems where they couldn’t verify me (my first name is double barrelled sometimes I used it other times I didn’t. And if you’ve married make sure they are searching your maiden name… I don’t always think they read the emails properly because I repeatedly told them I no longer live in the property that I Had loans at yet the letters always have the old address
Lisa L says
Hi Lucy,
No I don’t have a middle name but yes I had a different surname then and I have told them that but I think you might be right, I’m not sure they’ve searched the right surname and address. I might give them a ring to check this. Thankyou x
Emz says
It’s nightmare I know, I didn’t have different last names or addresses yet they still say they can only find the one loan…. I would definitely call them and ask them to check, I think they only skim the emails and don’t always check.
staci says
hello – just to save me scrolling through 1000’s of posts how successful have people been with morses? i am thinking of putting a complaint in i have current loans with them but working out just roughly so far what i have paid in interest alone i am looking at around 5k- also have current ones
Deborah says
Do it.I had a offer after 12 weeks.Just under 4k.Really fair offer too
Rebecca says
I’ve just received my final decision from the ombudsman’s after starting the process in feb this year, £2200 going into my account soon! Go for it 100%
Amanda Eilertsen says
Deborah day 15 not heard a thing .bet it’s not even in there on day 28 lol
Donna Adams says
hya I have took my complaint about provident to the odbudsman, Provident then a month later made me a offer on 2 of loans which I wasn’t happy so forwarded emails to the odbusman , I never heard anything in 3 weeks so just sent a message to ask if there is a update, Which I had a reply saying that have sent a reminder to provident for them to receive my business file but if thay don’t respond there adjuticators will look at complaint on information thay have already got of me, Could this go in my favor
Sara (Debt Camel) says
well not really, it just means FOS will start looking at your complaint, which is good.
But Provident will still be able to say later – oh no, that’s wrong, here are the details we never sent you…
Jill wray says
Hi Sara
I have just had my statements from Provident back today and had 21 loans between 2008-2014. The total of the loans was £10,250.00 and interest was £8,911.40. What are my chances of getting a refund and how much would be reasonable for me to accept? I have had a letter from Provident saying they were still investigating my compliant! Should I wait for an offer or contact Ombudsman?
Many Thanks
Jill
Sara (Debt Camel) says
That sounds like a lot of loans, you should have a very good chance of a refund from the ombudsman. Whether provident will make you a good offer however… don’t know. How long have they had your complaint?
Jill wray says
I started the ball rolling early July. I have also emailed Joe Sweeny and Neil Iveson asking for a quick resolve on this before I contact the ombudsman.
Paula says
So today I received an email from the adjudicator at the FOS and they have upheld my dads complaints that all loans from April 2007 we’re unaffordable and Provident should refund interest, charges and 8% to be added. They have given Provident to 27/08/2020 to respond. So just need to wait to hear if they accept it. I’m feeling hopeful as they accepted my mums decision at the end of last month although it took a few weeks longer with their backlog.
So hopefully over next coming month or two we will have then both finally resolved.
Paula
Russell says
Hi All
Found this website after a friend told me I could make an unaffordable loan claim against Provident. I was in a total mess with payday loans, logbook loan and Provident, out of the mess now.
I’ve put in a complete and data rights request with Provident on the 13th July. Got an email back on the 7th August, saying they have been unable to resolve my complaint at this time, will aim to completed our investigation within the next 28 days. I’ve received my data request on the 11th August. I was shocked at how many loans I had 45 with a total of £19,030 with £16,179.98 interest on top. I’ve got everything ready now to send to the ombudsman on 7th September, as I don’t think they will get back to me in time or with a good offer or an offer at all.
Russell
Kevin N says
Hi,
I’ve been in and out of financial problems for the last 25 years and fell in to the payday loan and Doorstep loan trap.
I had numerous loans with provident who still leant me money despite being on a debt management plan and having payday loans ongoing, my collector helped me fill in the financial forms and I always got the loans I was applying for he/she would tell me what I could have before filling out any forms.
I’ve had 12 loans totalling £10,250 with £9,821 paid back in interest.
I sent my complaint letter to provident at the end of Feb and after the standard we are looking in to it replies I got a final letter back from provident on 26th June to tell me they believe they have done nothing wrong and in the absence of providing any further evidence to them or if I don’t file a complaint with the ombudsman within 6 months then they will close my case.
I feel this was a brush off from provident as if they had checked my credit file like they say they did they would have seen numerous loans and credit applications with payday loan companies, also I had lots of missed payments and bounced cheques up to the point my collector told me I had been banned from paying by cheque due to the amount of bounced cheques.
Thanks for taking time to read this and in your opinion would it be worth challenging provident back or go straight the ombudsman and file a complaint?
Thanks for your help
Kevin N
Sara (Debt Camel) says
Straight to the Ombudsman, don’t waste any time on going back to provident.
James says
Hi Kevin, please take Sara’s advice, I was a customer of Provident and got in trouble with other lenders too. There is no burden on you to prove anything. Just provide anything ombudsman requires if you have it. In my case, I did not have all the paperwork as my loans went back to 2007, however the ombudsman got the information from provident and found in my favour. Your case sounds good , I am sure that the problems you were experiencing will be noted by the ombudsman. Good luck, and be mindful you may have to wait as long as I have to get redress. My case was opened up April 2019.
Kevin N says
James,
Thanks and I’m pulling together as much information as I can as to how many payday loans I had and also a couple of CCJ’s and bounced cheques so this will all support my claim.
I should have all this info by Monday and I will send it all to the ombudsman and then hope they see provident should never have given me these loans as it just made my situation worse.
I’ll let everyone know how I get on.
Lin says
Hi been following these posts for a while deciding weather to put a claim into the provident IV had nine loans out from 2014 to 2018 equalling roughly around 9 thousand in total with the intrest. all paid back on time and another loan taken out do you think I’d be entitled to money back?
Sara (Debt Camel) says
That is a lot of borrowing. You remember what having the loans was like, did the repayments leave you short so you ending up borrowing again?
Lin says
Yes they did took another loan out to pay the last one off don’t think there was ever a break from one from the other finally cut free from them
Sara (Debt Camel) says
The that sounds like they were “unaffordable” and Provident should have reaslised after the first few and stopped lending.
The fact you always paid on time is irrelevant. I suggest you send a complaint.
Adrian says
Hi ..I’m with the fos at moment but havent heard anything since I put in my claim kn the 16 July.. how long should I wait before I ask for an update.??
Provident know I’m claiming from them but had to laugh this morning when I received a letter offering me a loan..😜😜😜
JILL WRAY says
My Husband had an e-mail from Neil asking if he could ring to discuss an offer!
Sara (Debt Camel) says
how recently?
Matt Davies says
What was the email address people have had success in contacting caseworkers ?
Jill wray says
Neil.Iveson@provident.co.uk
Jill wray says
Friday afternoon.
Karen says
He is responding then! Great for you but infuriating for me, not even had an acknowledgement! Seems like he is picking and choosing who to contact! I shall continue my complaint with the ombudsman so fingers crossed it goes in my favour and I get more than I was willing to settle at!
Paula says
I emailed Neil a couple of weeks ago and he told me he was being snowed under with email so forwarded my details on as he couldn’t pick up any more cases as that time as was already dealing with a lot. I didn’t email to negotiate an offer as adjudicator already upheld the complaint but was really to get information when likely they would get back to FOS regarding if they were accepting recommendations to resolve the complaint.
Sara (Debt Camel) says
oh!I does your husband know how many loans he had and what the total interest is? It’s good to know that before considering an offer…
Jill wray says
Hi yes he had 21 loaned totalling £10,250 and paid £8911.40 in interest. We have not responded yet as we have no idea on what figure we should be looking at. His e-mail reads. …I appreciate you will be Kerry to draw this matter to a close sooner rather than later. if you are open to the idea I would be happy to discuss a potential settlement with you. This could make the process a lot Quicker for us as long as we are able to reach some sort of agreement. Obviously you are under no obligation to accept anything. Let me have the best number to get hold of you on .
Sara (Debt Camel) says
OK so this can be very individual, but if there weren’t any large gaps when he didn’t borrow then at FOS he might typically get a refund from loans 4,5,6. If the first few loans were very small, it could be a bit later.
You could decide you are happy to take a refund from say loan 7 or 8 just to get this settled.
If he suggests a refund from much later, say 11 or 12, then that probably isn’t a good offer.
Focus on the number of loans and the interest being refunded. The extra 8% interest may sound good, but that’s not how you tell if an offer is fair or not.
Also if he still owes money on the last loan(s) then he really wants those included. And he doesn’t want any large loans excluded unless they were the first few.
If he isn’t sure, he should ask to be sent that by email so he has a chance to think about it.
Shaun says
Hello i made a compaint to provident, i have received a few letters stating they are looking into my complaint. Received a statement the other day with only 1 loan back from 2014 ( statement of account annual) dont think was reply to my complaint though but does anyone have an email address so i can ask for all my loans i had from 2007-2014 ?
Laura says
They only acknowled my loan in my complaint from 2016-2019. Nothing from before i have emailed provident to ask about previous loans and had no response back as of yet. How can we get evidence of loans from 2007? Anyone know?
Lucy says
I asked for a SAR request . It then gave me all the information of all my loans . I had to ask
For 2 though which were provident and greenwood
Laura says
Sorry wrong spelling it’s neil.iveson@provident.co.uk
Christine says
Andrea
I’m still waiting for refund from morses day 16 now they just say can take up to 28 days ?
Good luck x
Amanda Eilertsen says
Yer there said to me me I haven’t heard by 2nd sept call them
Rebecca says
Hi, I gave my details To morses last Thursday and got my refund today so it’s taken a week. I think it’s depends who is dealing with your refund but it will come. I would call them on day 28 if it hadn’t arrived by then,
Good luck x
Christine says
Hi
Did morses send you a letter and what time did it go into bank ?
Thanks
Rebecca says
Hi, No they didn’t send me anything, they aren’t sending out letters or cheques due to covid they told me so they’re just doing straight bank transfers. I’m not sure exactly what time but I’ve been checking every morning and yesterday it was just there when I checked at 9am.
Hope this helps
Amanda Eilertsen says
Hi got my refund last night thank god .well done morses .
Christine says
Hi
I got my refund this morning from morses !
Good luck everybody x
George says
Hi, I put an affordability complaint into Provident on the 11th May 2020, and had my final response from them on the 14th August accepting that some of the loans were unaffordable.
In total I had 15 loans ( 2 of which are still outstanding) totalling £14,200, the interest charges were £14,063. I still owe them £2611.07.
They have offered £3670.03 (inc 8% interest) – £2611.07 = £1058.96 redress. I think this amount is far too low as they have only upheld 5 loans which were all of relatively low balances. I have gone back and asked them what grounds they can find some unaffordable and not others, they’ve clearly still not looked at my credit file as they would have seen I was in an active debt management plan and was constantly borrowing money just to be able to pay for essentials. I never missed a payment to them though due to the fact I worked for them and was scared my line manager would find out, can this be used against me? And should I be holding out for a better offer from them. I’ve sent my info over to the ombudsmen anyway in the meantime.
Sara (Debt Camel) says
That sounds a very poor offer from them. Any offer where they mostly refund the smaller loans looks frankly like they are trying to get away with paying as little as possible.
The fact you paid every loan on time does not mean the loans were affordable.
I think you would get a much better offer from FOS. It’s fine to take a bit lower offer from provident to close the case quickly, but you should be hoping to get 12k or more back when 8% interest is added, so you are being offered less than a third of that.
Georgina says
Thanks Sara, I thought the same, I’ve asked them to justify why some loans were affordable and some not. I’ve told them I will consider a settlement with them and that if I go via the ombudsmen they will end up paying much more so it would be in their best interest to resolve before then so we will wait to see if they reply.
I used to work for provident and knew lots of the agents so I know how they operated, they didn’t ever carry out the correct checks on people.
Shaun says
So had my reply from provident, seems my loans between 2007-2014 are as stated
Total loans 5550
Interest paid 4172.50
Total paid back: 9722.50, they have said my loans were responsible lent and affordable with credit checks and what i told the agent at the time. What should i do now? I dont think they even credit checked me?
Sara (Debt Camel) says
Send your complaint to the Ombudsman.
Shaun says
Hi sara,
Is there a good success rate with ombudsman or is it a 50/50, did provident even do door credit checks back in 2007-2014?
Sara (Debt Camel) says
there is a good success rate with the Ombudsman.
EDIT – statistics published on 26 August showed that FOS was upholding a massive 86% of doorstep lending cases.
Russell says
Hi All
Advice needed, had an offer back from Provident today for £5,125.65. I had 45 loans in total with interest amount of 16,173.98. I think the offer is low and random. They have upheld my complaint for 11 of the 45 loans. I can’t work out how the come to decide that loans 5,6,7,12,13,17,18,29,34,43 and 44 where unaffordable but the rest where. Is it worth talking to then or just straight to the ombudsman?
Russell
Sara (Debt Camel) says
I think it is worth asking them to justify why they selected those loans if they appear to be at random and asking them to reconsider. Say that you are happy to agree a quick settlement but not one that is as low as that. Copy neil.iveson@provident.co.uk in on your email.
But I would give them a deadline, saying your case goes to the Ombudsman if they do not reconsider and make a better offer within a week.
Russell says
Thanks Sara, I will send an email tomorrow.
Sarah says
Hi
I put my complaint and request in to provident in June they sent letter giving me 10 days to send further evidence, my evidence being address, dob, name and loan years as I had no other evidence other than debt agency ref which I also sent. Received letter asking further 56 days in July then 23 July another letter asking for 28 days. I asked for update as 28 days up and told still investigating, should I just write to fos because I just feel they’re fobbing me with not even sending me list if loans.
Sara (Debt Camel) says
Yes, send this to FOS.
Leigh says
Hi I’ve just sent my complaint away to provident, I have since been married and told them this will they ask me to send proof?
When we took out these loans we never got our payment book to keep the collector kept it and when we asked to see this we always got told she didn’t have it to hand she would bring it the following weeK this never happened as some weeks she asked us to pop the money through her letterbox, I got into so much debt then found out that the collector had been stealing money, when paying our loans back eg we paid £50 a week she was only marking down £25 😡😡
Adrian says
Hi all.. Started my provident claim beginning of April 2020..and yesterday had a phone call from Neil iveson(very nice friendly guy)..gave me an offer of £12,000 which accepted. I thought I was due around £19,000 but he explained that I’d paid a few loans off early so that interest would not count..just hang in there.i did email Neil asking him with an amount I would accept and he replied within 20 mins and said he would look into my proposal and get back to me..waited a week and emailed again and same response. Waited a couple of days emailed again and this time he phoned me with an offer.
Will contact Fos now to cancel my claim
Good look guys..
Kaz says
I also emailed Neil offering to settle early. He replied within half an hour asking what I would be happy with. Emailed my offer. Not heard since, that was over 4 weeks ago. Seems he is picking and choosing who he replies to. Good news for you though that’s a great result.
Adrian says
Hi Kaz ..my thoughts were if I kept the pressure on they would give in and they did. If I were you I’d email Neil every 2 to 4 days and just explain that you want an update and that time is passing and that means more interest will be added..I said in my ermails that I understood how busy he was and that a quick resolve would be best for both parties..
Hope you get a result soon.
Kaz says
I have tried to email 3 times since with no response so my attitude now is to let the ombudsman decide and hopefully I win with more than I was happy to settle for. Really fed up of this long drawn out process but am not giving up.
Julie says
Hi,
I have a claim against morses and the investigator sent there response to morses saying that they felt loans 6 to 27 should be upheld… ( the interest on these come to around 6700) morses have responded with – Morses Club responded to our assessment of your complaint saying it agrees that loans 6, 8, 14, 16, 19, 21, 24, 25 and 27 shouldn’t have been issued to you but disagrees that loans 7, 9 to 13, 15, 17, 18, 20,22, 23 and 26 were mis-sold.
And offering 3770 as payment to close claim.
Should I take it to ombudsman? Or accept what they have offered.
Also is it possible to reply to the investigator to say you disagree with the company and ask them to get in touch with them and ask them reconsider certain loans or reconsider their offer. Or is it a basic yes I agree or no I don’t
Thank you
Please help
Sara (Debt Camel) says
Have they said why they think those loans were not mis-sold?
For example is there anything different about 25 and 27 – which they think were missoold and 26 which they think wasn’t?
Julie says
No nothing other than the above that they agree with so many loans and disagree with the rest..
Is it possible to counter claim ( not sure if that’s the right terminology)
But could I potentially email the investigator back and say I. E I disagree with morses offer however if they were to reconsider loans # # # # # on top of the loans they have already agreed to then I would be prepared to come to an agreement.
Or is that not possible?
Thanks
Julie
Sara (Debt Camel) says
Counter offer, not counter claim. Yes you can try, I don’t how limit is to work.
Julie says
Also if I was to disagree and send it to ombudsman – would I then be in a situation where I could get nothing? Or would the ones that morses have already agreed to still stand?
Sorry for the questions just want to make it clearer the process before i make my choice going forward.
Thank you
Sara (Debt Camel) says
If this goes to the Ombudsman, he will normally take Morses offer is the minimum and only consider if other loans should be added for a refund.
Julie says
OK.
That’s great. Thank you for your help.
I think I will take it to the Ombudsman. And hope for a better outcome on the other loans they don’t agree on.
Thank you
Julie
Maureen says
Hi,
I logged a complaint to provident nov 19 about mis-sold loans and eventually received their final response june that they did not uphold my claim. As they took so long to respond to my complaint I sent it too fos in April and got decision from adjudicator 10 days ago that 9 loans were missold and should be refunded charges/interest plus 8% simple interest on this, provident were given until 28th Aug to reply. The total interest paid was around £7655.
Does anyone know how likely provident are to accept the adjudicators decision ? If they reject what is they likelihood that the ombudsman would disagree with the adjudicator ?
Has anyone been in this situation ?
Thanks.
chris c says
They did the same with me but have accepted the adjudicators decision, I am in the 6 week wait phase for payment
sam says
Me too, my 6 weeks is up 10th September so hopefully I’ll have a cheque soon! Considering I started this back in October last year, its been a long time coming!!
James says
Hi Maureen, My adjudicator advised me that Provident are accepting most of their decisions. If Provident did reject adjudicator decision then it would go to Ombudsman level and they are highly unlikely to reverse adjudicator decision.
Russell says
Hi All
Sent an email to Provident rejecting there offer of £5,125. I also asked them to justify why they think 11 random loans where unaffordable but the other 33 where. Got an answer back today saying thay had already thoroughly investigated my case, and won’t be looking at it again. If I’m not happy with that I can go to the ombudsman.
So that’s what I’ve done I will let them deal with it.
Paula says
They accepted my mums complaint I sent on her behalf and hopefully she should have it fully resolved by 11th of September as that will be 6 weeks then.
They also have to today to accept the adjudicators decision for my dads complaint as sent one for him aswell. I’m not expecting to hear back from them for another few weeks as it they had to 30/06/2020 to respond to my mums adjudicator but took until 31/07/2020 due to them having a backlog on cases.
Danielle says
Hi Sara,
I received my cheque from Provident last week for £5k. I can’t thank you enough for your help and guidance – I am now debt free and it’s an amazing feeling. Putting the funds straight into my LISA to help save for my first house. Hang on in there guys, if you feel your case is strong do not give up x
Paula says
Hi Danielle
That’s great news! So glad your case is finally all over. Did they send you a breakdown beforehand or was breakdown and cheque sent together?
Paula
Danielle says
Hi Paula,
I emailed the FOS team at Provident and asked they emailed me the breakdown rather than send in the post. I received the cheque the following day! FOS.Complaints@provident.co.uk – this is the email and I seemed to get frequent replies and communication. Good Luck everyone – Thank you Sara x
sam says
Brilliant news!
Kaz says
I’ve had emails saying I’m awaiting an adjudicator to pick up my case (Morses and Provident). This was 6 weeks ago. How long have people waited for an adjudicator to pick up their case and get in contact?
Dan says
I was just after some advice Morses have sent there final response to say my loans where unaffordable and my outstanding capital was 1170 they have deducted the outstanding balance and I’m due a refund of £644.37 I don’t have a bank account as everything goes through my partners account will this cause a problem for them to refund the amount as I have sent them her bank details thank you
Sara (Debt Camel) says
I hope that won’t be a problem but you will need to ask them to see if it will fail some check at their end.
Dan says
They have said it’s fine it should be in the account within the next 2 weeks
adrian says
Hi. anyone know how long provident take to send checks once they’ve agreed to pay up. Cheers
Paula says
I haven’t received anything yet as was told on 31/07/2020 I would received breakdown in next 6 weeks. So don’t know if they send you a breakdown first then issue cheque or they both come together.
Paula